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            Schedule and Reschedule Interactions in Workforce Scheduling

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            Schedule and Reschedule Interactions in Workforce Scheduling

            Schedule, reschedule, and cancel on-site and virtual interactions such as hearings, orientation sessions, and case reviews.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To schedule, reschedule, or cancel interactions: Workforce Scheduling Service Resource

            Schedule an Interaction

            Assign or reassign an attendee and time slot for an interaction. The scheduling flow shows available resources at the associated location and walks you through selecting a resource and confirming the interaction. Scheduling an interaction creates or updates the linked service appointment.

            1. Open the Interactions list view.
            2. Click New.
            3. In the Add Interaction Details page, specify the details of the interaction such as name, account, status, a start time, interaction work type, locations, and so on. Then, click Next.
            4. Review the available attendees and slots and select a resource and a slot in which they're available.

              The list shows attendees available at the location assigned to the interaction based on your scheduling policies and skill matching.

            5. Click Next.
            6. In the Review Details Stage step, verify the interaction details, including the assigned resource and scheduled time.
            7. Click Next and Done.

            Reschedule an Interaction

            Reassign a scheduled interaction to a different attendee or time slot. The rescheduling flow shows available resources at the associated location and walks you through selecting a new resource and confirming the updated appointment.

            Note
            Note Changes made to Interactions directly by editing fields on the record page don't invoke scheduling logic, scheduling rules, or scheduling policies. To apply scheduling logic, use the rescheduling flow.
            1. Open the interaction that you want to reschedule.
            2. Click Show more actions, and then select Reschedule.
            3. In the Select Service Resource and Time Slot Stage step, review the suggested resources.

              The list shows attendees available at the location assigned to the interaction.

            4. Select a resource and slot.
            5. Click Next.
            6. In the Review Details Stage step, verify the updated appointment details, including the assigned resource and scheduled time.
            7. Click Next.
            8. In the Confirm Appointment Stage step, confirm the rescheduled appointment.
            9. Click Finish. After rescheduling, the updated details are visible on the interaction for the relevant persona.

            Cancel an Interaction

            Cancel a scheduled interaction that is no longer needed. The cancellation flow shows a read-only summary of the interaction details and lets you set a cancellation status and reason before confirming.

            1. Open the interaction that you want to cancel.
            2. Click Show more actions, and then select Cancel.
            3. In the Cancel Interaction dialog, review the interaction details.

              The summary includes the associated account, parent record, work type, location, and scheduled start and end times.

            4. Select a cancellation status from Cancellation Status.
            5. Enter a reason in Reason for Cancellation to document why the interaction is being canceled.
            6. To cancel the interaction, click Confirm Cancellation.

            Canceling an interaction updates the status of its linked service appointment.

             
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