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            Customize Summary Categories for Agentforce in Field Service

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            Customize Summary Categories for Agentforce in Field Service

            When a dispatcher asks Agentforce for a summary, by default, the summary looks at today’s schedule. You can add, remove, or modify the summary’s categories to suit your needs. For example, show all the unscheduled appointments for the upcoming two weeks or show all the incomplete appointments from the past week.

            Required Editions

            Einstein generative AI is available in Lightning Experience. Setup for Einstein generative AI is available in Lightning Experience.
            Available in all enhanced Messaging channels. View required editions.
            The Field Service core features and managed package are available in Enterprise, Performance, Unlimited, and Developer Editions.
            For purchasing options, contact your Salesforce account executive.
            User Permissions Needed
            To use Field Service Scheduling Summary and Create Filter actions: Access Agent Topics and Actions for Field Service

            Package icon This is a Field Service managed package feature.

            The standard summary includes five categories. These three categories can be modified or removed:

            • Unscheduled appointments due today
            • Emergencies
            • In-jeopardy appointments

            These two categories are added to the summary if Enhanced Scheduling and Optimization is enabled and can’t be modified or removed:

            • Appointments with rule violations
            • Overlapping appointments

            The first three categories are based on reports in a predefined dashboard. To modify, remove, or add additional categories, you need to create a new dashboard.

            1. From the App Launcher, find and select Dashboards.
            2. Open the Agentforce: Summary of Scheduling Issues Dashboard dashboard.
            3. Click Save As and enter a name.
            4. Remove reports, modify the existing reports or build and add new reports based on the available service appointment fields.
            5. Save the dashboard in the Agentforce for Field Service Dashboards folder.
            6. From the App Launcher, find and select Field Service Admin.
            7. From the Field Service Settings tab, select Dispatcher Console UI.
            8. Open the AGENTFORCE tab.
            9. From the Dashboards list, select the dashboard you created.
            10. Click Save.
              custom dashboard

            Considerations:

             
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