Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder

Customer Considerations and Limitations

• Data privacy: The agents can't modify customer and contact data.
• Past appointments: Customers can't reschedule or cancel appointments for dates that are in the past.
• Dispatched appointments: Customers can't cancel or reschedule appointments that are in the Dispatched status.
• Number of requests: Customers can make one request at a time. For example, you can't ask to cancel all appointments for today in a single request, but you can ask to cancel one at a time within the same conversation.

Agent Considerations and Limitations

Before you begin, review the considerations for Agentforce Service Agent.

• Agent user: Service appointments created by Agentforce are marked as Created By and Last Modified By the agent user selected when creating the agent.
• Email: Email isn't supported for Autonomous Scheduling agent conversations.
• Messaging channels:
  • Scheduling agents for inbound conversations can connect to any of the messaging channels that Agentforce Service agents support.
• Time: If the appointment doesn't contain an arrival window, the scheduled start time is used instead, and the time displayed is rounded up or down to the closest half hour.

Field Service Setup Considerations and Limitations

Review these considerations and make changes as needed.

• Address validation: For the address to be considered valid, the contact must have a Mailing City and a Mailing Street. If one of them isn't valid, the conversation is escalated to a representative.
• Created service appointment: When getting slots for appointments, the getSlots API requires a service appointment with a parent work order. During the scheduling process, the agent creates a temporary service appointment and its parent work order. After getting the slots, the temporary appointment is automatically deleted. See AppointmentBookingService Class.
• Email: If different contacts have the same email address, the agent refers to the first contact it finds.
• End of Time Horizon: The end of the time horizon for appointments offered to customers is based on the work type's Due Date Offset property. If this property is empty, the due date of the created service appointment is set to 7 days. When searching for time slots for this appointment, the system also considers the value defined in this setting: Maximum days to get candidates or to book an appointment. If the value is earlier than the appointment's due date, this is used instead. The maximum value is 31. To find this setting, go to the Field Service Settings app and open the General Logic tab.

  Examples:

  • If the appointment's due date is in 60 days and the maximum days to get candidates or to book an appointment is set to 15, the customer is offered appointments within 15 days.
  • If the appointment's due date is in 20 days and the maximum days to get candidates or to book an appointment is set to 30, the customer is offered appointments within 20 days.
• Optimization: Even if you aren't currently using optimization features in your org, you can still use the agent for Autonomous Scheduling. If you haven't configured the optimization engine settings, the default values for Scheduling Policy and Operating Hours are used. See Configure Autonomous Scheduling for Field Service in the New Agentforce Builder. If you have configured the optimization engine, your settings are used instead.
• Service territories: The agent requires a service territory classification mechanism, such as map polygons, to assign service territories to service appointments. Each service territory must also have active service territory members.
• Time zone:
  • The AI agent assumes that the end-customer's time zone matches the service territory's time zone. Appointment times are shown in the service territory's time zone. Make sure that you assign service territories to service appointments. If you don't, the time zone of the service appointment is taken from the operating hours.
• Work Rules: The default scheduling policy is Customer First, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you've modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the Scheduled Start and Scheduled End work rules. See Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder.
• Work types:
  • The AI agent uses the name and the descriptions of your work types to find the most accurate work type for the service appointment. In the work type records, make sure that the names and descriptions are as detailed and accurate as possible.
  • All of the org's work types are considered for scheduling. To speed up processing, you can modify the list of work types to only show the relevant ones. See Configure Autonomous Scheduling for Field Service in the New Agentforce Builder.