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Multi-Resource Scheduling Returns No Slots When Shield Platform Encryption is Enabled on Account Name

Data pubblicazione: Jul 6, 2026
Descrizione

Issue:
When using IAM Multi-Resource Scheduling (Provider + Asset), the scheduler returns 0 Resources Found even when all configuration is correct. Single-resource booking for the same Provider or Asset works as expected.

Root Cause:
Multi-Resource Scheduling relies on Account Name matching to pair Provider and Asset availability. When the Account Name field is encrypted using Shield Platform Encryption, the Salesforce Scheduler engine cannot perform this string comparison, resulting in no slots being returned.

Risoluzione
Resolution:
Disable Shield Platform Encryption on the Account Name field. Once decrypted, Multi-Resource slot availability returns correctly.

Workaround:
Disable encryption on Account Name field. Work with the Product Team via your Account Executive if Shield Encryption on Account Name is a compliance requirement.

Affected Features:
  • Intelligent Appointment Management (IAM)
  • Multi-Resource Scheduling
  • Salesforce Scheduler

 Reference these articles: https://help.salesforce.com/s/articleView?id=xcloud.security_pe_considerations_general.htm&type=5 and https://help.salesforce.com/s/articleView?id=xcloud.security_pe_deterministic_considerations.htm&type=5. 3. If encryption must remain enabled for business or compliance reasons, document that there is no viable customer-side fix in the case and escalate to Product Engineering for framework review or enhancement.

Numero articolo Knowledge

005388594

 
Caricamento
Salesforce Help | Article