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            Agent Template: Scheduling Agent for Field Service

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            Agent Template: Scheduling Agent for Field Service

            Quickly answer customer requests made in natural language by working with the Scheduling agent that manages appointments directly and intelligently with your customers. You can use the Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up response times and optimizes resource allocation. Complex issues are seamlessly escalated to a representative. Customers benefit from faster resolutions and more efficient service. And, your customer service teams are freed up to work on other tasks.

            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.

            The Scheduling agent includes these standard subagents:

            Appointment Management for Field Service
            Schedules a service appointment, reschedules an existing service appointment, cancels an existing service appointment, or shows information about existing scheduled appointments.
            Customer Verification
            The Customer Verification subagent secures access to sensitive information by sending a one-time passcode (OTP) to the user’s registered email. After the user enters the correct code, their identity is verified and they can continue with their request while maintaining high security and compliance standards.
            Escalation
            Escalates conversations to a live representative. As initially configured, this subagent escalates conversations only when customers ask to speak to a human, but rules regarding escalation are customizable.
            General FAQ
            Helps answer customers’ questions by searching through available knowledge articles and providing information from those articles. The questions can be about the company and its products, policies, or business procedures.
            Note
            Note For using the Scheduling agent for the Salesforce Scheduler solution, see Set Up Agentforce for Scheduler.

            See Also

             
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