Sync Services and Resource Absences with Events Using Calendar Sync
You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To sync services and resource absences to Salesforce calendar events: | Create and Edit on service appointments and Edit on Resource Absence |
| To sync services and resource absences from Salesforce calendar events: | Create and Edit on service appointments and Edit on Resource Absence |
This is a Field Service managed package feature.
- From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
- Select Sharing | Calendar Sync, and under Service Appointments and Resource Absence configure the following settings.
| Setting | Description |
|---|---|
| Synchronize Services from Salesforce calendar events | If enabled, whenever an Event record is created, and the Event Record Type field is the same as the Calendar Event Type setting, a Work Order and Service Appointment is created.
|
| Synchronize Services to Salesforce calendar events | If enabled, whenever a service appointment's Status is set to Dispatched, an Event record is created for the assigned service resource.
If there are multiple assigned resources, an Event record is only created for the first assigned resource. If the service appointment is reassigned, the event's assigned owner isn’t updated. If the event's assigned owner is updated the service appointment's Assigned Resource is also updated. If the service appointment is rescheduled, the Event Start and End time are updated, but only if the service appointment has a parent record of type Work Order or Work Order Line Item. Note For Field Service, if the service appointment’s Scheduled Start to Schedule End is greater
than 14 days, events aren’t created in the Salesforce calendar due to a 14-day limit.
|
| Calendar Event type | The value on the event Type field on the Event object that controls whether a Service Appointment and Work Order are created. |
| Enforce validations when syncing Service Appointments and Salesforce calendar events | Controls whether to ignore the update if the matching record can’t be updated, or to continue without updating the matching record. For example, if this setting isn’t enabled and you update the service appointment Scheduled Start Time, and there’s a validation rule on the Event object that prevents updates to the event's Start Time, the scheduled appointment is updated, but the event isn’t. The event still has the service appointment's original Start Time. If this setting is enabled, both records aren’t updated. |
| Synchronize Absences from Salesforce calendar | If enabled, whenever an Event record is created and the event Type field is the same as the calendar event Type setting, a Resource Absence record is created for the assigned user.
|
| Synchronize Absences to Salesforce calendar | If enabled, whenever a Resource Absence record with Record Type Non-Availability is created for a service resource, an Event record is created for the User linked to the service resource record. When you create an event with Event Type = Absence, the Resource Absence record is created and the Type field is set to the Subject of the event. An Inactive value is created for the Type field if it doesn't exist. |
| Calendar Event type | The value on the Event Type field on the Event object that controls whether a Resource Absence record is created. |
| Enforce validations when syncing resource absences and Salesforce calendar events | Controls whether to ignore an update if the matching record can’t be updated, or to continue without updating the matching record. |
Considerations
- Child events aren’t supported.
- Recurring events create a single Service Appointment record and a single Resource Absence record.
- When you create an event with multiple invitees, only one resource absence is created for the person who created the event.
- Crews aren’t supported since the Service Resource, as a Crew, doesn't have a User to assign appointments to.
- When creating, updating, or deleting events in bulk, if one of the event records results in a failure, Calendar Sync doesn’t sync any of the events in that request.
- You can’t create an event of type Resource Absence or Service Appointment when the Name field is populated with a Lead, or the Related To field is populated with any value. The Related To field is preserved for the Resource Absence or Service Appointment that is created and linked after the new event is inserted. You can’t relate an event to a Lead record if the event is already linked to another object through the Related To field.
- Since Site Guest Users can’t be assigned with Edit Events permission, Calendar Sync with Site Guest User isn’t supported. This means that events aren’t created, changed, or deleted after a Guest user has changed a Service Appointment or Resource Absence.
