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            Prerequisites for Handling Service Resource Absences in the Legacy Agentforce Builder

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            Prerequisites for Handling Service Resource Absences in the Legacy Agentforce Builder

            Before you begin, make sure to complete the prerequisites.

            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.
            • Complete the Prerequisites for Autonomous Scheduling.
            • Set up Customer-Initiated Scheduling.
            • Set up Customer Outreach for Dispatcher-Prompted Outreach.
            • Assign the permissions for Customer-Initiated Scheduling and Customer Outreach.
            • Make sure that your org is connected to Slack or that you're using the Field Service mobile app. If you’re using Slack, the mobile worker's Slack user profile must be linked to their corresponding Salesforce user record. This makes sure that Agentforce can correctly identify and act on behalf of the specific mobile worker.
            • Make sure that your service resources are assigned to a service territory membership and operating hours.
            • Make sure that your org is using the correct time zone. Click the View Profile icon and select Settings.
              Settings option in user profile

              Then, from Language & Time Zone, make sure that the required information is filled in.

              Time zone settings
             
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