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Manage Appointments with Salesforce Scheduler
Salesforce Scheduler (formerly known as Lightning Scheduler) gives you the tools you need to simplify appointment scheduling in Salesforce. Create a personalized experience by scheduling customer appointments—in person, or by phone or video—with the right person at the right place and time.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
- Set Up Salesforce Scheduler and Book Appointments
Salesforce Scheduler, formerly Lightning Scheduler, gives you the tools to simplify appointment scheduling in Salesforce. Create a personalized experience for scheduling customer appointments—in person, or by phone or video—with the right person at the right place and time. Optimize resource scheduling by using advanced features, such as appointment distribution and service resource filtering. Provide appointment booking experience from Salesforce Lightning Service Console, Experience Cloud sites, and your company websites. - Get Started with Salesforce Scheduler
Learn about the capabilities of Salesforce Scheduler, who can use it, the licenses required to use it, and what it provides. Also, learn about the key terms, roles, the data model, and available resources. - Implementation Resources for Salesforce Scheduler
Review the guidelines to plan your implementation. Access resources that help you implement Salesforce Scheduler. - Manage Business Information in Salesforce Scheduler
Manage information related to your business and stakeholders, such as service locations, resources, skills, topics, and appointment templates. To use your company’s terminology, change tab names and field names. - Manage Availability and Exceptions in Salesforce Scheduler
Specify the availability of service resources, operating hours of service territories and work types, and visiting hours for accounts. Manage exceptions, such as holidays, absences, and manually created calendar events. To specify the rules that must be used by Salesforce Scheduler Engine to determine the available time slots, configure scheduling policies and Scheduler settings. Set up features to handle appointment distribution, multiresource scheduling, and concurrent scheduling. - Define Rules for Finding Appropriate Service Resources in Salesforce Scheduler
Use a scheduling policy to enforce rules to help your users find the best service resources for an appointment. The scheduling policy ensures that an appointment meets the criteria that the policy rules define. For example, it considers service resources’ skills and service territory membership when searching for service resources. You can modify the Salesforce Scheduler Default Appointment Scheduling Policy or create custom scheduling policies and associate them with flows or use them in API calls. - How Salesforce Scheduler Determines Available Time Slots
When users schedule a service appointment, Salesforce Scheduler uses multiple factors, such as field values, scheduled appointments, absences, Scheduler Settings, and Scheduling Policies to determine available time slots. - Customize Appointment Booking in Salesforce Scheduler
Customize the Salesforce Scheduler standard flow templates, flow screens, and flow screen components to provide a tailored appointment booking experience for your users, customers, and prospects. - Configure Appointment Email Notifications with the ICS File
Send internal and external users email notifications along with an Internet Calendar Scheduling (ICS) file for their upcoming appointments. The ICS file includes the appointment information, such as the date, time, and duration. You can configure a record-triggered flow to email a notification to a group of recipients or individually to each recipient. - 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. - Show Appointments as Events on Salesforce or External Calendars
When you enable the Event Management setting, Salesforce Scheduler writes service resources’ appointments as events on their Salesforce calendar. To write events from Salesforce calendar to external calendars, use a calendar sync tool such as Einstein Activity Capture. If a calendar sync tool doesn’t work for you, enable the Publish Appointments as Platform Events setting to trigger platform events when appointments are created, modified, or deleted in Salesforce Scheduler. Then, subscribe to the new AppointmentSchedulingEvent platform event and use an API to write the platform events to an external calendar. - Troubleshoot Issues with Appointment Scheduling
Verify whether your users have the required field-level permissions to manage appointments. Identify and fix issues related to the availability of records on flow screens that can occur when your users are managing appointments. - Extend Salesforce Scheduler Functionality with Salesforce Products and Features
Use other Salesforce products and features, such as email, surveys, notes, calendar integration, and analytics, to extend Salesforce Scheduler functionality.
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