Autonomous Scheduling in the Legacy Agentforce Builder for Field Service

Autonomous Scheduling revolutionizes appointment management with two powerful features, Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking using Dispatcher-Prompted Outreach, and by handling asset maintenance coordination with Proactive Asset Service Scheduling.

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.

Tip For instructions using Agentforce Studio, see Autonomous Scheduling in the New Agentforce Builder.

• Autonomous Scheduling Use Cases in the Legacy Agentforce Builder
  Learn what Autonomous Scheduling can do for you.
• Get Started with Autonomous Scheduling for Field Service in the Legacy Agentforce Builder
  Before you build your agents, learn about Autonomous Scheduling, and review the considerations.
• Set Up Autonomous Scheduling in the Legacy Agentforce Builder
  Create your AI agents and set them up for success.
• Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder
  You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
• Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the Legacy Agentforce Builder
  Test your agent before you go live and resolve any issues that you encounter.
• Monitor Autonomous Scheduling in the Legacy Agentforce Builder
  There are various ways to monitor Scheduling agent conversations. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated and completed conversations from the last 72 hours.
• Build Your Autonomous Scheduling Experience in the Legacy Agentforce Builder
  In addition to the standard solutions that Autonomous Scheduling includes, you can also build your own experience. This section contains examples of how autonomous scheduling can be leveraged to meet your business needs, but the options are endless.
• Reference Information for Autonomous Scheduling in the Legacy Agentforce Builder
  Learn about the agent templates and subagents used in Autonomous Scheduling.