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            Roles

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            Roles

            Learn about the roles in Workforce Scheduling — such as administrators, service resources, service territory managers, and customer care representatives — and what each role can do.

            Required Editions

            Example
            Example

            For information on roles in Agentforce Public Sector, see Create Roles for Public Sector Solutions Users.

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            Role What They Can Do
            Administrators
            • Manage licenses
            • Set up data access policies
            • Set up business information
            • Enable and configure settings and features
            • Set up rules to help find the right resources and timeslots
            • Customize appointment booking experience
            • Set up appointment booking experience channels
            • Extend Workforce Scheduling with other Salesforce products and platform features
            • Troubleshoot issues
            • Implement new features with each release
            Developers
            • Use APIs to create appointment booking experiences
            • Use Apex classes to check external calendars to determine availability
            • Use Apex classes and platform events to write appointments to external calendars
            Service Resources (bankers, wealth managers, doctors, salespersons, educators)
            • Create and manage outbound appointments
            • Generate appointment booking URLs
            • Manage shifts
            • Manage holidays
            • Attend appointments
            Service Territory Managers (bank branch managers, location managers)
            • Manage service resources
            • Manage operating hours and shifts
            • Manage skills
            • Create and manage outbound appointments
            • Generate appointment booking URLs
            • View reports and charts
            Customer care representatives
            • Create and manage service appointments
            • Generate appointment booking URLs
            Customers (authenticated customers, unauthenticated customers or guests)
            • Create and manage inbound appointments
            • Use appointment invitation URLs to book appointments
             
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