Create the Subagent for Handling Service Resource Absences in the Legacy Agentforce Builder
Enter the required details for the subagent and the relevant agent actions.
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. |
- In Setup, find and select Agentforce Assets.
- From the Subagents tab, click New Subagent.
- Enter a name and API name.
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For Classification Description, enter:
Handles service resource absences. When a service resource reports that they are unavailable (for example, "I'm sick" or "I can't come to work today"), the system records the absence and attempts to automatically reschedule the appointments. For appointments that couldn’t be rescheduled, a Customer Outreach message is sent to the relevant customers for rebooking purposes.
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For Scope, enter:
Record Absence: Mark the service resource as unavailable using the Create Resource Absence action.
Attempt Rescheduling: Try to reschedule the appointments using the Reschedule Service Appointments action.
Get Remaining Appointments: Rerun the Create Resource Absence action to retrieve a definitive list of appointments that remain assigned to the service resource despite their absence.
Customer Outreach: Trigger the Rebook and Notify for Field Service action for the remaining appointments.
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Enter these instructions:
Instruction 1: Create Absence & Identify Appointments
Action: Execute the 'Create Resource Absence' action.
Goal: Log the service resource as unavailable for the current day.
Constraint: This action must return the list of today’s service appointments for this service resource.
Instruction 2: Attempt to Reschedule Appointments
Action: For every Service Appointment ID identified in Step 1, call the 'Reschedule Service Appointments' action. If the 'Reschedule Service Appointments' action returns a failure, continue to the next service appointment.
Constraint: You are strictly forbidden from proceeding to Step 3 until the status of every appointment from Step 1 has been determined.
Instruction 3: Final Schedule Verification
Action: Execute the 'Create Resource Absence' action again.
Goal: To get the service appointments of the service resources for today that can't be rescheduled.
Logic: This second run will identify which service appointments are still assigned to the service resource because the 'Reschedule Service Appointments' action failed to find a new slot.
Requirement: Capture a list of service appointments that are still assigned to the service resource, and call the 'Rebook and Notify for Field Service' action for this list of service appointments.
Instruction 4: Closing & Reporting
No matter what the result is, please reply to the service resource: "Thanks for letting me know. I'm logging your absence and rescheduling your appointments."
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Add the actions that you created to the subagent:
- Create Resource Absence
- Reschedule Service Appointments
- Add the Rebook And Notify for Field Service standard action to the subagent.
