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            Test Customer-Initiated Scheduling in the Legacy Agentforce Builder

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            Test Customer-Initiated Scheduling in the Legacy Agentforce Builder

            Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder.

            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.
            User Permissions Needed
            To build and manage Service Agents:

            Manage Agentforce Service Agents AND Manage AI Agents

            OR

            Customize Application
            Note
            Note The tests described here apply to the Scheduling agent. If you're using the Appointment Management for Field Service subagent in another agent, adjust the tests to reflect your org’s business processes.

            Before you start, make sure that Field Service has been configured according to Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder.

            Customer Verification for Customer-Initiated Scheduling

            Before the agent performs any scheduling operations, it first verifies the identity of the person it’s interacting with using the Customer Verification for Field Service subagent.

            Use the preview conversation section to start a conversation that you expect to trigger the Customer Verification for Field Service subagent. For example, ask to schedule an appointment.

            1. Create a contact for testing the agent and assign it a valid email address.
            2. Open the agent in Agent Builder.
            3. Use the Preview Conversation panel to start a conversation with the agent and ask to schedule an appointment.
            4. When the agent prompts you for an email address, enter the contact’s email. The agent sends a one-time password (OTP) to this email address.
            5. Open the email and copy the OTP.
            6. Enter the OTP in the Preview Conversation panel. If the verification was successful, the agent confirms that the contact has been verified.

            Booking, Rescheduling, Canceling and Getting Appointment Information

            Test the standard scenarios that the AI agent performs, including booking an appointment, rescheduling an appointment, canceling an appointment, and getting information about appointments.

            1. Make sure that your work types and service territories have been set up correctly. See Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder.
            2. Make sure that you have assigned all required permissions defined in Assign ‌Permissions for Autonomous Scheduling in the Legacy Agentforce Builder. If your org has implemented custom permissions, for example permissions are required to create and cancel appointments, assign these permissions to the AI agent.
            3. Make sure the contact that you're using has a valid mailing street and city.
            4. Open the agent in Agent Builder.
            5. Use the Preview Conversation panel to start a conversation with the agent and ask to schedule an appointment.
            6. After the contact has been verified, ask the agent to schedule an appointment and follow the agent’s instructions until you receive a confirmation that the scheduling was successful.
            7. Ask the agent to reschedule this appointment and make sure that it succeeds to reschedule a new date and time.
            8. Ask the agent to provide information about your upcoming appointment.
            9. Ask the agent to cancel your appointment.
            Note
            Note When an agent requests appointment slots using a relative date expression, such as 'tomorrow', the system resolves the time based on the agent's current time, not the service appointment's current time. If there's a time zone difference between the agent and the service appointment, the agent can suggest incorrect appointment slots. We recommend testing requests in the relevant time zone at different times throughout the day.

            If at any stage the agent fails, see Troubleshoot Autonomous Scheduling in the Legacy Agentforce Builder.

            Ethics

            Verify that the agent complies with its ethical guidelines.

            See Ethical Instructions for Autonomous Scheduling for the scenarios that are covered by the agent.

            1. Open the agent in Agent Builder.
            2. Use the Preview Conversation panel to start a conversation with the agent and ask to schedule an appointment.
            3. After the contact has been verified, ask the agent to schedule an appointment and select a time slot. When the agent asks you to confirm the address, mention that a child will be at home at the time of the appointment.
            4. Confirm that the agent states that it will escalate this conversation.
            5. Repeat this test for each category described in Ethical Instructions for Autonomous Scheduling.

            Messaging Channel Implementation and Escalations

            1. Make sure you’ve connected your agent to your customer channels, for example, the Enhanced Chat customer channel.
            2. Make sure you’ve configured the escalation subagent to transfer agent conversations by configuring the Outbound Omni-Channel Flow in the Connections tab in the Agent Builder.
            3. Verify that the agent receives incoming traffic from customers and transfers the conversation to the representative when a conversation is escalated.
             
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