Set Up Customer Outreach for Autonomous Scheduling in Field Service

Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent.

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.

Create an Agentforce Service Agent for Customer Outreach
Create an additional agent that rebooks service appointments and coordinates asset maintenance appointments.
Create an Agentforce Employee Agent for Customer Outreach
Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce.
Create the Messaging Components for Customer Outreach
Set up a messaging component for every message that you want to send to your customers. If you’re using both Rebooking and Asset Maintenance, you’ll need 4 messaging components: one for the initial message and another one for the reminder message for each path.
Create the Notification Flow for Customer Outreach
Create a notification flow that sends notifications to the customer when triggered.
Create the Asset Maintenance Flow for Customer Outreach
Create an asset maintenance flow that triggers the notification flow you created.
Route Your Autonomous Scheduling Conversations
Set up Omni-Channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.

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Set Up Customer Outreach for Autonomous Scheduling in Field Service

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Set Up Customer Outreach for Autonomous Scheduling in Field Service

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