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Agentforce Field Service and Operations
Create a Voice-Enabled Field Service Customer-Initiated Scheduling Agent in the New Agentforce Builder

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Create a Voice-Enabled Field Service Customer-Initiated Scheduling Agent in the New Agentforce Builder

Let customers call in and speak with Agentforce to schedule, reschedule, cancel, or get information about an appointment. For complex requests that can’t be resolved by Agentforce, the conversation is seamlessly escalated to a service rep.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Note
Note The Field Service Scheduling Agents setup in Salesforce Go doesn’t currently include the required steps for enabling voice. You can still create your agent using Salesforce Go, and then follow the rest of these steps to enable voice.
  1. Complete the Prerequisites for Autonomous Scheduling.
  2. Set up a Customer-Initiated Scheduling Agent in the New Agentforce Builder.
  3. Complete the steps in Connect a Service Agent to Partner Telephony.
  4. Complete the steps in Transfer Conversations from an Agent with an Omni-Channel Flow.
  5. Define org-wide email addresses for user profiles or unmonitored mailboxes and verify domain ownership with DKIM Keys or Authorized Email Domains. See Considerations for Using Organization-Wide Email Addresses.

Considerations:

  • Voice-enabled Customer-Initiated scheduling agents don’t support guest users.
  • Conversations with voice-enabled agents don’t appear in the Agentforce Scheduling Supervisor View.
  • When using the voice-enabled agent, customers don’t need to provide their email address. The agent automatically sends an email to the customer for verification purposes based on the phone number associated with their contact record.
  • The voice-enabled agent is optimized for voice interactions by asking short questions to guide the user to an available time slot instead of giving lists of options.
 
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