Using Agentforce as a Dispatcher
Use Agentforce in the Classic Dispatch Console or Scheduling Console to boost your productivity, helping you to get more done in less time.
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 Dispatcher actions: | Access Agent Topics and Actions for Field Service |
| To use Agentforce: | Use Agentforce Default Agent |
This is a Field Service managed package feature.
You can use Agentforce to get a daily overview of service appointments that require immediate attention, such as appointments with rule violations, overlaps, SLA risks, or emergencies. You can also use Agentforce to quickly find service appointments and take immediate action, when planning schedules or addressing schedule changes. Agentforce can convert your search criteria into filters that you can access from the appointment list. Finally, use Agentforce to search for gaps in service resource’s schedules. You’ll get a list of the best appointments to fill each gap, and Agentforce schedules the appointment you select.
- Get a Daily Scheduling Summary with Agentforce
Agentforce enables you to get an immediate overview of all of the critical service appointments that require your attention today. The summary includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the overview also includes appointments with rule violations and overlapping appointments. - Find and Filter Service Appointments with Agentforce
As a dispatcher, use Agentforce to search for any service appointment by using natural language rather than searching from the appointment list. Ask Agentforce to create filters in the appointment list based on your search criteria. Access these filters from the My Agentforce Searches section of the filter list. - Fill Gaps in a Service Resource's Schedule with Agentforce
Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full. - Rebook Appointments with Agentforce
Rebook appointments from the dispatcher console or by conversing with Agentforce in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. - Recommended Agentforce Utterances for Dispatchers
You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.
