Create the Flows for Handling Service Resource Absences in the Legacy Agentforce Builder

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Select to allow multiple values (collection)

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Select to allow multiple values (collection)

Available for output

Data Type: Text

Data Type: Record

Object: Service Territory Member

Note: This variable isn’t used in the flow, but it’s required for the input of the agent action. You can enter a default value here, such as UTC.

Data Type: Text

Default Value: “”

Available for input

Data Type: Date/Time

Data Type: Text

Data Type: Text

Data Type: Date/Time

Label: Get Service Resource ID

Salesforce Object: Service Resource

Filter: All Conditions Are Met (AND)

Field: User ID, Operator: Equals, Value: Running User > id

Label: Get Primary Service Territory Member

Salesforce Object: Service Territory Member

Filter: Custom Condition Logic Is Met

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Territory Type, Operator: Equals, Value: Primary

3. Field: Start Date, Operator: Less Than or Equal, Value: TodayStartFormula

4. Field: End Date, Operator: Greater Than, Value: TodayStartFormula

5. Field: End Date, Operator: Is Null, Value: True

Condition Logic: 1 AND 2 AND 3 AND (4 OR 5)

Label: Get Relocation Service Territory Member

Salesforce Object: Service Territory Member

Filter: Custom Condition Logic Is Met

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Territory Type, Operator: Equals, Value: Relocation

3. Field: Start Date, Operator: Less Than or Equal, Value: TodayStartFormula

4. Field: End Date, Operator: Greater Than or Equal, Value: TodayStartFormula

5. Field: End Date, Operator: Is Null, Value: True

Condition Logic: 1 AND 2 AND 3 AND (4 OR 5)

How to Store Record Data: Choose fields and assign variables (advanced)

Record: STMRelocation

Label: Is Relocation Service Territory Member?

Outcome Label: Yes

Default Outcome Label: No

Filter: All Conditions Are Met (AND)

Resource: STMRelocation, Operator: Is Blank, Value: False

Default Outcome Label: No (Default)

Label: Get Service Territory Primary Operating Hours

Salesforce Object: Service Territory

Filter: All Conditions Are Met (AND)

Field: Territory ID, Operator: Equals, Value: Service Territory Member from Get Primary Service Territory Member > Territory ID

How to Store Record Data: Choose fields and let Salesforce do the rest

Field: OperatingHoursId

Label: Get Time Zone Primary

Salesforce Object: Operating Hours

Filter: All Conditions Are Met (AND)

Field: Operating Hour ID, Operator: Equals, Value: Service Territory from Get Service Territory Primary Operating Hours > Operating Hour ID

Action: Get Current Time

Label: Get Current Time Primary

TimeZone: Operating Hours from Get Time Zone Primary > Time Zone

Manually assign variables (advanced)

Store Output Values: currentDateTimeTZ

Label: Get Service Territory Relocation Operating Hours

Salesforce Object: Service Territory

Filter: All Conditions Are Met (AND)

Field: Territory ID, Operator: Equals, Value: STMRelocation > Resource Territory ID

How to Store Record Data: Choose fields and let Salesforce do the rest

Field: OperatingHoursId

Label: Get Time Zone Relocation

Salesforce Object: Operating Hours

Filter: All Conditions Are Met (AND)

Field: Operating Hour ID, Operator: Equals, Value: Service Territory from Get Service Territory Relocation Operating Hours > Operating Hour ID

Action: Get Current Time

Label: Get Current Time Relocation

TimeZone: Operating Hours from Get Time Zone Relocation > Time Zone

Manually assign variables (advanced)

Store Output Values: currentDateTimeTZ

Label: Get Existing Resource Absence

Salesforce Object: Resource Absence

Filter: All Conditions Are Met (AND)

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Start Time, Operator: Less Than or Equal , Value: LocalDateTimeEndOfDayFormula

3. Field: End Time, Operator: Greater Than or Equal, Value: LocalDateTimeNowFormula

4. Field: Type, Operator: Equals, Value: Medical

How to Store Record Data: Choose fields and assign variables (advanced)

Where to Store Field Values: In separate variables

Field: RecordTypeId, Variable: varRecordTypeId

Field: ResourceId, Variable: varResourceId

Label: Assign Current Date and Time

Variable: varStart, Operator: Equals, Value: TodayStartFormula

Variable: varEnd, Operator: Equals, Value: TodayEndFormula

Label: Is Resource Absence on Gantt?

Outcome Label: No

Filter: All Conditions Are Met (AND)

Resource: varResourceId, Operator: is Null, Value: True

Note: You can add more fields that were fetched throughout the flow, check if they’re not Empty or Null, and determine if the resource absence should be created.

Default Outcome Label: Yes (Default)

Label: Get Record Type

Salesforce Object: Record Type

Filter: All Conditions Are Met (AND)

Field: Record Type Name, Operator: Equals, Value: Non_Availability

Label: Create Resource Absence

How to set record field values: Manually

Salesforce Object: Resource Absence

1. Field: End Time, Value: LocalDateTimeEndOfDayFormula

2. Field: Start Time, Value: TodayStartFormula

3. Field: Record Type ID, Value: Record Type from Get Record Type > Record Type ID

4. Field: Resource ID, Value: Service Resource from Get Service Resource ID > Resource ID

5. Field: Approved, Value: True

6. Field: Type, Value: Medical

Label: Get Service Appointment

Salesforce Object: Service Appointment

Filter: All Conditions Are Met (AND)

1. Field: Scheduled Start, Operator: Greater Than or Equal, Value: TodayStartFormula

2. Field: Scheduled End, Operator: Less Than or Equal, Value: TodayEndFormula

3. Field: Territory ID, Operator: Equals, Value: Service Territory from Get Service Territory Primary Operating Hours > Territory ID

How Many Records to Store: All records

Choose fields and let Salesforce do the rest: Id is entered by default

Label: Iterate Over Service Appointments for Today

Collection Variable: Service Appointments from Get Service Appointments

Specify Direction for Iterating Over Collection: First item to last item

Label: Set List of Service Appointment IDs

Set Var Values: saIdsFromAssignedResource, Operator: Add, Value: Current Item from Loop Iterate Over Service Appointments > Service Appointment ID

Label: Get Service Appointment from Assigned Resource

Salesforce Object: Assigned Resource

Filter: All Conditions Are Met (AND)

1. Field: Service Appointment ID, Operator: In, Value: saIdsFromAssignedResource

2. Field: Service Resource ID , Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

How Many Records to Store: All records

How to Store Record Data: Choose fields and let Salesforce do the rest

1. Field: Id

2. Field : ServiceAppointmentId

Label: Iterate Over Assigned Resource for Today

Collection Variable: Assigned Resources from Get Service Appointment from Assigned Resource

Label: Set List of Service Appointment IDs for Today

Variable: serviceResourceSAIds, Operator: Add, Value: Current Item from Loop Iterate Over Assign Resource for Today > Service Appointment ID

Data Type: Text

Available for output

Data Type: Text

Available for input

Label: Get Scheduling Policy

Salesforce Object: Scheduling Policy

Filter: All Conditions Are Met (AND)

Field: Scheduling Policy Name, Operator: Equals, Value: Customer First

Subflow: Field Service: Schedule Service Appointment

Label: Reschedule Service Appointment

serviceAppointmentId: Included, Value: serviceAppointmentId

Label: Was Reschedule Successful?

Outcome Label: No

Default Outcome Label: Yes

Filter: All Conditions Are Met (AND)

Resource: Outputs from Reschedule Service Appointment > serviceAppointmentId, Operator: Equals, Value: Blank Value (Empty String)

Action: Schedule Service Appointment (scheduleServiceAppointment)

Label: Retry Reschedule

Scheduling Policy ID: Scheduling Policy from Get Scheduling Policy > Record ID

Service Appointment ID: serviceAppointmentId

Label: Assign Service Appointment ID

Variable: saResults, Operator: Equals, Value: Outputs from Reschedule Service Appointment > serviceAppointmentId