Create the Agent Actions for Handling Service Resource Absences in the Legacy Agentforce Builder
Create the agent actions and assign the referenced flows to them.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
Resource Absence Action
Create an action that creates the resource absence.
- In Setup, find and select Agentforce Assets.
- From the Actions tab, click New Agent Action.
- For Reference Action Type, select Flow.
- For Reference Action, select the Create Resource Absence flow that you created.
- For Agent Action Label, enter Create Resource Absence. The API name is automatically populated.
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For Agent Action Description, enter:
Creates a resource absence and sends a list of service appointments assigned to a given service resource for the current day.
- For Loading Text, enter Default.
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Don’t mark the input as required and enter these instructions:
The appointment’s time zone.
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For the output’s instructions, enter:
The list of service appointments assigned to the service resource.
- In the output, make sure that Show in conversation isn’t selected.
- Click Finish.
Reschedule Service Appointments Action
Create an action that reschedules the service appointments.
- In Setup, find and select Agentforce Assets.
- From the Actions tab, click New Agent Action.
- For Reference Action Type, select Flow.
- For Reference Action, select the Reschedule Service Appointments flow that you created.
- For Agent Action Label, enter Reschedule Service Appointments. The API name is automatically populated.
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For Agent Action Instructions, enter:
Attempt to reschedule the service resource’s service appointments one at a time.
- For Loading Text, enter Default.
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For the input’s instructions, enter:
The service appointment ID passed into the flow.
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For the output’s instructions, enter:
The service appointment ID returned from the flow.
- In the output, make sure that Show in conversation isn’t selected.
- Click Finish.
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