Configure Autonomous Scheduling for Field Service in the New Agentforce Builder

Get Started

To personalize your agent, follow these steps.

1. From the App Launcher, find and select Agentforce Studio.
2. Open your agent. The agent opens in the new Agentforce Builder.
3. From Settings, modify the details. For example, from System, modify the Welcome Message.
4. From Subagents, modify the subagents that this agent uses. For example, remove a subagent that you don’t want to use or modify a subagent’s instructions.
5. Identify the flows that the agent uses and modify them in Flow Builder. For example, you can modify the scheduling policy or operating hours.

Address

By default, the customer's address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.

1. In Setup, find and select Flows.
2. Open the Field Service: Create Service Appointment flow.
3. From Flow Builder, click Save As New Flow.
4. Configure the flow to use the address defined in the account record instead of the contact record.
5. Save and activate the flow.

Escalations

The agent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.

1. To understand the guardrails that are built in to the agent, review Ethical Instructions and Escalations to a Representative.
2. If you want to modify the scenarios, in Agentforce Studio, switch to the Script mode.
3. Search for escalate and escalation to locate all of the relevant instructions.
4. Modify the instructions as needed.

Messaging Channels

When using an Enhanced Web Chat deployment, you can configure how information is displayed.

1. In Setup, find and select Embedded Service Deployments.
2. Customize the settings of the messaging channel. For example, you can show typing indicators.

Operating Hours

By default, operating hours is set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.

1. In Setup, find and select Flows.
2. Open the Field Service: Get Appointment Time Slots flow.
3. From Flow Builder, click Save As New Flow.
4. Open the toolbox and edit the operatingHoursName variable.
5. Replace the default value of the variable with the name of your preferred operating hours.
   
6. Save and activate the flow.

Scheduling Policy

By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.

Note Make sure that the scheduling policy that you’re using includes the Scheduled Start and Scheduled End work rules. See Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder.

1. Edit the flow that gets the time slots.
   1. In Setup, find and select Flows.
   2. Open the Field Service: Get Appointment Time Slots flow.
   3. From Flow Builder, click Save As New Flow.
   4. Open the toolbox and edit the schedulingPolicyName variable.
   5. Replace the default value of the variable with the name of your preferred scheduling policy.
      
   6. Save and activate the flow.
2. Edit the flow that schedules the service appointment.
   1. Open the Field Service: Schedule Service Appointment flow.
   2. From Flow Builder, click Save As New Flow.
   3. Open the toolbox and click the DefaultSchedulingPolicy constant.
   4. Replace the value of the constant with the name of your preferred scheduling policy.
      
   5. Save and activate the flow.

Service Provider Information

You can present personalized messages after customer verification.

1. From the list of subagents in Agentforce Builder, click the Customer Verification for Field Service subagent.
2. Edit the instructions to present personalized messages after customer verification by adding service provider-specific information.

Time Slots

By default, customers are offered five time slots. If you want to change this number, follow these steps.

1. In Agentforce Builder, search for the word five.
2. Modify the number of slots in all of the instances that you find.

Welcome Message

By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps.

1. From the App Launcher, find and select Agentforce Studio.
2. Open your agent.
3. Click System.
4. Replace the default welcome message.

Email Confirmation

Set up your Scheduling Agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.

Add Custom Labels

Create custom labels and modify them as needed.

1. In Setup, find and select Custom Labels.
2. Click New Custom Label.
3. Copy the names from the table below and use them to create custom labels for the subject and body of these template types: Cancel, Schedule, and Reschedule.

Note You must use the names from this table because they’re referenced from the flow. You can modify the short descriptions and values as needed.

Short Description	Name	Value
Subject of the confirmation email for canceled appointments.	Email_Confirmation_Cancel_Subject_template	Your appointment with {Company Name} was canceled
Body of the confirmation email for canceled appointments.	Email_Confirmation_Cancel_template	Hi {FirstName LastName}, Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} is now scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State} Thank you, {Company Name}
Subject of the confirmation email for scheduled appointments.	Email_Confirmation_Schedule_Subject_template	Your appointment with {Company Name} was scheduled
Body of the confirmation email for scheduled appointments.	Email_Confirmation_Schedule_template	Hi {FirstName LastName}, Your {Work Type} appointment {Appointment Number} is scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State} Thank you, {Company Name}
Subject of the confirmation email for rescheduled appointments.	Email_Confirmation_Reschedule_Subject_template	Your appointment with {Company Name} was rescheduled
Body of the confirmation email for rescheduled appointments.	Email_Confirmation_Reschedule_template	Hi {FirstName LastName}, Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} is now scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State} Thank you, {Company Name}