Schedule an Appointment With a Salesforce Support Engineer

Initiating, Cancelling, or Rescheduling a Meeting With Agentforce

Simply log in to the Help Portal and, using Agentforce, enter a request such as “Schedule appointment”, “Cancel my meeting”, or “Reschedule my meeting”.  Agentforce will guide you through a few quick scheduling questions to perform the meeting action needed.  To reschedule or cancel, you will be prompted for an existing case number. 

The Agentforce scheduling option will verify if your case is eligible for scheduling an appointment.  Cases with Severity 1 or 2, cases under 2 hours old, or Partners will not be allowed to schedule a meeting at this time.  

The appointment is instantly synced to the assigned Support Engineer’s calendar and the time slot is blocked in real-time.

Requesting a Meeting Via a Case

If the Support Engineer has enabled the Appointment Scheduler, you will be able to select if you want to request an appointment.  On the Case Detail page, select the option to Schedule Now.


Note: If you do not see this option on your case, add a case comment and let your Support Engineer know you would like to schedule an appointment to meet.  They will turn on the Appointment Scheduling tool for your case and update the case with information to schedule the meeting.  It is not possible to schedule an appointment if the Support Engineer assigned to the case has not turned on the Appointment Scheduler.
 

How does it work?

Once the Support Engineer has enabled the appointment scheduler on your case, follow the steps below to schedule your appointment:
 

1. Click View the Case in the email you received (you will need to log in to the Salesforce Help Portal if you are not already logged in) or if already logged in, select the case you would like to schedule an appointment.
2. Find the "Meet with a Support Engineer" Activity comment.
3. Select Schedule Now.
4. Choose a date and time and click on the Schedule button.
5. A confirmation message will appear based on the date and time selected.

That's it! We will send you an email confirming the details of your appointment. This email will include an .ICS file that you can import to your own calendar. We will also give you conferencing information to join the call.

Frequently Asked Questions
 

What types of appointments can I schedule?

Currently, you can schedule appointments for existing, open cases.  Signature customers have the option to choose between a 30-minute or 60-minute appointment.  All other customers are assigned a default appointment duration of 30 minutes.

How do I cancel my appointment?

With Agentforce, enter something like “cancel my meeting”. You'll be asked a few questions and the meeting will be cancelled. 

To cancel your appointment via the case, go to the case details page for your case. Then, listed under your confirmed appointment date and time, click Cancel. If you decide you do need to speak with your Support Engineer on the case, please leave a case comment.

How do I reschedule or change my appointment?

With Agentforce, enter something like “Reschedule my appointment”.  Agentforce will ask you a few questions and your meeting is rescheduled based on the availability of your assigned Support Engineer.

To reschedule your appointment via a case, go to the case details page for your case. Then, listed under your confirmed appointment date and time, click Reschedule. You'll then be able to select a new time.

How far in advance can I schedule appointments?
Appointments can be scheduled at least 2 hours after case creation.

Can I add my teammates to the invite?
Once the Engineer shares the .ICS and conferencing details with you, you are free to invite other team members.

What scheduling restrictions do I have?

It will not be possible to schedule an appointment for the following:
 

• Less than 4 hours into the future
• More than 14 days into the future
• At a time when you are already booked with another Engineer 
• In the past (sorry to all you time travelers!)

Can I change the duration of my appointment?

If you need to change the duration of your meeting, you can request a change through case comments. 

When using Agentforce, only Signature customers can choose the duration of time during scheduling.  Once the appointment is scheduled, the duration cannot be changed.

Will I receive appointment reminders?

Yes, you will receive email confirmations and a reminder 24 hours before your scheduled appointment.

Can I book more than one appointment at a time?
You can book only one appointment per case at a time. If you need a second appointment, you have to wait until the first appointment is done and closed.

What if I’m dealing with engineers outside of my time zone?
When an invite is created, the system will check the timezone you indicated in your case. And will show available appointments in that time zone specified. Leave a case comment if you need to change time zone.

I moved to a different time zone after logging my case. How can I pick the time zone in which I now want to correspond?
You can pick the time zone in which you operate while submitting the case. If you want to correspond in a different time zone, you can leave a case comment to inform the engineer of the new time zone.

Where do I find conferencing information on how to reach the engineer or specialist at the time of the call?
Your appointment confirmation email will contain a conferencing link. This is also included in the .ICS file as well as on the Case Details page of your case. If for any reason you do not see a link, leave a case comment letting your Support Engineer know.

What if my preferred time slot is unavailable?

If the preferred time is not available, post a case comment to inform the engineer about your preferences to allow the Support Engineer to find alternative times that will align with your availability.

Can I request a preferred Support Engineer when scheduling an appointment?

No.  The scheduling system will use the current case owner when booking your preferred time.