Enable Users to Create and Manage Appointments in Salesforce Scheduler

Enable users and customers to book appointments through Salesforce Lightning Service Console, Experience Cloud sites, and your company websites.

• Manage Access to Salesforce Scheduler Flows
  Use flow access to limit users who can edit and run flows, with the Salesforce Scheduler Flow process type, based on their user records, profiles, or permission sets. To apply more granular security to an individual flow, override the default behavior of the flow. And then grant access to the flow based on user profiles or permission sets.
• Create a Salesforce Scheduler Email Prompt Template
  Save your end users time from manually writing appointment invitation emails. Create a Salesforce Scheduler Email prompt template to direct a Large Language Model (LLM) to generate personalized appointment invitations by using up-to-the-minute data from your Salesforce objects.
• Appointment Statuses and Status Categories in Salesforce Scheduler
  Using service appointment statuses, users can track the status of appointments throughout the appointment lifecycle. Each appointment status is mapped to one of the standard, out-of-the-box service appointment status categories. Status categories can be used to create and use custom statuses while maintaining a consistent work classification for tracking and reporting. You can create custom appointment statuses but you can’t create status categories.
• Set Up Video Appointments with Amazon Chime
  Salesforce Scheduler provides integrated Amazon Chime for video calls. The feature operates in the Bring-Your-Own-Application (BYOA) model and requires that you have an Amazon Chime account. After you enable and configure video call settings, Salesforce Scheduler uses Amazon Chime for all video appointments. Salesforce Scheduler also provides Virtual Appointment Email templates that you can use to send notifications to unauthenticated users for upcoming video appointments.
• Set Up Outbound Scheduling
  Salesforce Scheduler provides standard flow templates to let your internal users (employees) quickly schedule appointments with customers. Users can easily search for and select the right person, topic, location, and date and time of the appointment. You can either use the provided standard flow templates or create flows based on those templates and customize them to suit your business needs.
• Create and Manage Outbound Appointments in Salesforce Scheduler
  Use Salesforce Scheduler to schedule an appointment with a customer and an assigned resource or resources. Modify an appointment to reschedule it to a different date or time or to add more service resources. Cancel the appointment if the customer can no longer make it. After you schedule an appointment, deleting service resources, modifying work type durations, or modifying the appointment to remove assigned service resources can result in unexpected behavior.
• Set Up Inbound Scheduling
  Set up and configure the provided standard inbound flow templates to let your authenticated external users (customers and partners) and unauthenticated users (prospects) quickly schedule appointments with your employees.
• Create and Manage Inbound Appointments in Salesforce Scheduler
  Customers, partners, and prospects can use Salesforce Scheduler to schedule appointments with your service resources. They can also modify appointments to reschedule them or add service resources, and cancel appointments. After an appointment is scheduled, deleting service resources, modifying work type durations, or modifying the appointment to remove assigned service resources can result in unexpected behavior.
• Set Up Group Service Appointments
  Use group service appointments to create appointments for a large group of customers, and provide them with the flexibility to enroll in or unenroll from the service appointment. For example, create and allow multiple users to enroll in a resume workshop. Also, directly enroll lead records and authenticated users to the appointment or share the group appointment enrollment URLs with unauthenticated users via email.
• Guest Service Appointment Management in Salesforce Scheduler
  Guest users can modify appointments to reschedule them or change service resources, and cancel appointments. To notify guest users of their scheduled appointment, configure email notifications by using the available email templates. The email templates include the links that invoke the flow that modifies and cancels a guest user service appointment. If a guest user cancels the appointment, the confirmation email template includes a link to create another appointment.
• Share Service Resource Availability by Using an Invitation URL
  Service resources or their assistants can share the time period during which the resources are available for appointment booking. They can define and share the appointment criteria with users by creating an invitation URL. Users can navigate to the invitation URL and book an appointment. The URL directs users to the starting week of when the service resource is available.
• Lobby Management
  Use lobby management to manage customers who prefer to visit the branch location—with or without a scheduled appointment. With lobby management, greeters can manage scheduled service appointments and drop-in appointments. They can also view the estimated wait time for appointments.
• How Salesforce Scheduler Tracks Appointments
  When a lead is converted or when accounts are merged, Salesforce Scheduler updates the Parent Record field for associated service appointments. Salesforce Scheduler also updates the Related To field for associated Salesforce calendar events.
• Embed Salesforce Scheduler Flows into Other Flows
  You can call a Salesforce Scheduler flow from within another flow that is of the Salesforce Scheduler flow type. For example, you can create and add a Salesforce Scheduler flow to the account page that asks users whether they want to create or modify an appointment. And then it launches the related flow.