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Manage Appointments with Salesforce Scheduler
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            Schedule an Outbound Appointment in Salesforce Scheduler

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            Schedule an Outbound Appointment in Salesforce Scheduler

            A regular appointment represents a meeting—in person, or by phone or video—with a customer and an assigned resource or resources. A group appointment represents a meeting where you can add multiple person account, lead, or contact records as attendees.

            Required Editions

            Available in: Lightning Experience.
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To run appointment flows: Run Flows
            To create and modify appointments in Salesforce Scheduler:
            • Read, Create, and Edit on service appointments
            • Read, Create, and Edit on service appointment attendee
            • Read on accounts, appointment category, contacts, operating hours, service resources, service territories, work types, and work type groups
            Note
            Note To use either group or regular appointment mode by default, set the appointmentMode flow variable to Group or Regular, respectively.
            1. Open the account, person account, case, lead, or opportunity record that you want to schedule an appointment with.
              Note
              Note Salesforce Scheduler doesn’t support scheduling appointments with any other type of record. Selecting a record other than account, person account, case, lead, or opportunity can lead to an error.
            2. On the record page, click Schedule Appointment.
              For a case record, you can invoke the flow by embedding the flow component in the Case record page. For information on how to embed the flow component, see Embed Outbound Flows Into Record Pages (Optional).
            3. Select an appointment mode.
              Note
              Note The group appointment mode doesn’t support anonymous bookings.
            4. Select an attendee (service resource) for the appointment, and then click Next.
              You can select an attendee by name; search for an attendee by appointment topic (work type group), by appointment type, or by location (service territory); or select a resource from previously scheduled appointments.
              Note
              Note When you select the By name or By previously scheduled service appointments option, Salesforce Scheduler shows only service resources of the type Technician and doesn’t show assets.
            5. Select a work type group, and then click Next.
              Important
              Important By default, Salesforce Scheduler shows work type groups that support both drop-in and scheduled appointments. To filter out work type groups that support only drop-in appointments, use the Filter by Work Type Group IDs attribute on the Select Work Type Group flow page.
            6. Select an appointment type, such as phone, video, or at a branch, and then click Next.
            7. Select an appointment location:
              1. Enter an address, city, or ZIP code.
              2. Select the radius.
                A list of all active service territories that are associated with the selected appointment topic, including the branch name, address, and operating hours appears.
              3. Select a service territory.
              4. Click Next.
              Note
              Note The Maps and Location Services permission is enabled in Enterprise editions by default.
            8. Select a time slot, and then click Next.
            9. If you’ve selected the group appointment mode, select group appointment details.
              1. Enter an attendee limit.
              2. Select the group appointment access type.
              3. To add the attendees, select Add attendees to service appointment.
              Added Users Person accounts, leads, or contacts that the service resource adds when they create the service appointment.
              Added and Experience Site Users Added users and the users who have access to the experience site for which the appointment enrollment URL is generated. If selected, experience site users who aren’t added to the appointment can access and enroll in it in the Upcoming Events tab of the experience site.
              Added, Experience Site, and Invited Users Added users, Experience site users, and the users who are invited individually by using the generated appointment enrollment URLs.
            10. Review your service appointment details, enter a subject and description for the appointment if necessary, and then click Next.
            11. Add attendees to the service appointment.
              1. To add the attendee to the list, select an attendee, and then click Add.
              2. Enter an email for the attendee.
                Salesforce Scheduler uses this email to send an enrollment confirmation email to the lead records.
              3. Repeat the steps to add more attendees, and then click Next.
              Note
              Note The page to add attendees is available only if you’re creating a service appointment with group appointment mode.
            12. If the appointment requires payment, generate a payment link.
              1. Review and confirm the payment amount.
              2. Salesforce Scheduler generates and shows a payment link. Share this link with the attendee so that they can pay for their appointment. If you're using the payments email templates, the link is also sent to the attendee's email address.
            13. Click Finish.

            See Also

             
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