Common Issues in Agentforce Scheduling Troubleshooting in the Legacy Agentforce Builder

Problem: User authentication requires each contact to have a valid email. Appointment scheduling requires each contact to have a valid mailing city and street. If either of these fields are missing or incorrect, the verification and scheduling fails.

Solution: Make sure that every contact has a valid email and address. See Considerations for Field Service Autonomous Scheduling.

Problem: The AI agent user, for example EinsteinServiceAgent User, requires specific permissions to be able to perform its scheduling tasks. Part of the setup process includes assigning the required permission set licenses and permission sets to this user. In addition, the agent may still be missing some permissions if your org includes custom permissions, for example, if you have custom create service appointment permissions.

Solution: Make sure you’ve assigned all required permissions sets and permission set licenses to the AI agent user. If you have implemented custom permissions, ensure that you assign these permissions to the AI agent user too.

Problem: Work rules help the agent get the time slots for an appointment. By default,the Scheduling agent uses the Customer First scheduling policy, which includes the required work rules. If you’ve modified the Customer First scheduling policy or if you configured the agent to use a different scheduling policy, these rules may be missing.

Solution: Make sure the scheduling policy uses the Scheduled End and Scheduled Start work rules. See Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder.

Problem: Service appointments must be assigned to service territories, and service territories are associated with polygons. If service territories haven’t been configured correctly, the agent can’t create service appointments, or associate a contact’s mailing address with a polygon.

Solution: Make sure your service territories have been set up correctly by using map polygons, for example. Make sure service territories have active service territory members. Also make sure contacts have a valid address. See Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder.

Problem: The agent changes a service appointment’s status. If a transition status is missing, the action fails. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments.

Solution: Make sure status transitions are set up. See Customize the Service Appointment Workflow.

Problem: Service appointments are assigned work types. If the names and descriptions of your work types aren't detailed enough, the agent can’t match the customer’s request to your work types.

Solution: Make sure the names and descriptions reflect the issues and products or services your customers are requesting. See Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder.