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Agentforce Field Service and Operations
Create the Interactive Appointment Reminder Flow for Customer Outreach in the New Agentforce Builder

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Create the Interactive Appointment Reminder Flow for Customer Outreach in the New Agentforce Builder

Create an appointment reminder flow that triggers the notification flow you created.

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 open, edit, or create a flow in Flow Builder: Manage Flow
Note
Note This task isn’t completed in the Salesforce Go setup and can be done manually.

The Field Service: Collect Service Appointments for Reminders flow is a Schedule-Triggered flow. Before you begin, review the Schedule-Triggered Flow Considerations.

  1. In Setup, find and select Flows.
  2. Open the Field Service: Collect Service Appointments for Reminders flow.
  3. Click Save As New Flow.
  4. Enter a label. The API name is populated for you.
  5. Connect the notification flow.
    1. At the end of the flow, under the Yes path of the Does Contact Have Mobile Phone Number? Decision element, add a Subflow element.
    2. Select the notification flow that you created.
    3. Select to include the input values.
    4. For operationType, enter AppointmentReminder.
    5. Determine if you want to send a second reminder. For sendSecondReminder, select True or False.
    6. For serviceAppointmentId, select Triggering ServiceAppointment > Service Appointment ID.
  6. Save and activate the flow.

You might see this warning after saving the flow:

Warning: For a schedule-triggered flow, specify the default workflow user in your org’s process automation settings.

Explanation: The Field Service: Collect Service Appointments for Reminders flow is a Schedule-Triggered flow that runs daily at 7:00 AM. Scheduled flows aren’t run by the logged-in user. Instead, the org’s Default Workflow User runs them. If that setting is empty, the flow has no user context to run under, which can cause it to fail or behave unpredictably at runtime.

Solution: From Setup, go to Process Automation Settings. Set the Default Workflow User to an active user, typically an admin or a dedicated integration or automation user.

 
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