Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder
Make sure to complete these steps before creating your agents.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
If you’ve used Salesforce Go to set up you’re agent, all of these steps are already completed and you can skip to connecting the agent to your messaging channel.
- Make sure that Field Service is enabled.
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Set up Einstein generative AI
Note Data 360 setup isn't required for Autonomous Scheduling. - Enable Agentforce.
- Make sure that the names and descriptions of your work types are as detailed and accurate as possible. The AI agent uses these details to find the most accurate work type for each request. For example, a work type named Installation can have this description, "Setting up new appliances, including proper connection to power, water, or gas lines, and ensuring the appliance is fully operational."
- Make sure your agent can assign service territories to service appointments by implementing a service territory classification mechanism, for example, you can use map polygons. Also, make sure service territories have active service territory members.
- Make sure that you have a Scheduling Policy. By default, the agent uses the Customer First scheduling policy, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you've modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the Match Time Rule work rules for the scheduled start and scheduled end of appointments. See Create and Manage Field Service Scheduling Policies.
- Make sure that status transitions are set up. For example, if you don't have a Scheduled to Canceled transition, the agent can't cancel appointments. See Customize the Service Appointment Workflow.
- Make sure that you have a messaging channel where your customers can start conversations with the Customer-Initiated Scheduling agent. You can use an existing messaging channel or create a new one. The agent can connect to any of the messaging channels that Agentforce Service agents support.
- Make sure that you have a fallback queue for escalated conversations. You can use an existing queue or create a new one.
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