Appointment Sharing

Service Appointment Sharing for Regular Scheduling

In an outbound appointment where the service resource creates the service appointment, the service resource has complete access to the appointment by default. In other scenarios where the scheduler of an appointment isn’t its service resource, the appointment is shared with the service resource.

For example, when an authenticated customer or a guest user creates a service appointment, Scheduler automatically shares the appointment with the assigned service resource. Scheduler also provides all access to the service resource to manage the appointment. Similarly, a customer call center agent can log in to the Salesforce portal or a partner assistant can log in to a community portal to book an appointment for another service resource. In both these scenarios, Scheduler automatically shares the appointments with the assigned service resources.

Service Appointment Sharing for Multi-Resource Scheduling

A user or a service resource creates a multi-resource service appointment with two other service resources, one optional and another required. In this scenario, the required service resource receives the read and write permissions to the service appointment whereas the optional resource receives only the read permission.

Note Only those service resources that have both read and write permissions to the service appointment can modify the service appointment.

Service Appointment Sharing for Independent Contractors

When outbound flow for community users and the Resource Appointment Sharing setting is enabled, independent contractors can create and manage appointments in Experience Cloud. These independent contractors can add other contractors to the service appointment and depending on the sharing settings, the other contractors can also manage the service appointment. For example, Peter is an independent wealth adviser (contractor) who uses Experience Cloud to book an appointment. In this appointment, he adds two more independent contractors: Tony (a real estate investment specialist) and Paul (a mutual funds specialist). Peter adds Tony as the required resource and Paul as an optional resource. Because Tony is the required resource, he can modify the appointment. If either Tony or Peter makes Paul the required resource, Paul too can modify and manage the appointment.