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Agentforce Field Service and Operations
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            Example: Create a Voice-Enabled Field Service Scheduling Agent in the Legacy Agentforce Builder

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            Example: Create a Voice-Enabled Field Service Scheduling Agent in the Legacy 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, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

            Considerations

            • Guest users aren’t supported in this solution.
            • This solution is for the Legacy Agentforce Builder and covers Customer-Initiated Scheduling only.
            • 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.

            Prerequisites

            Before you begin, make sure to complete the prerequisites.

            Now that you’ve completed the prerequisites, you can start setting up your agent.

             
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