Set Up Field Service Appointment Assistant
Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment your mobile worker arrives.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| The Field Service Appointment Assistant managed package and permission set license are required. |
Watch the video to see how Appointment Assistant keeps track of your customers’ service experience.
Watch the video to see how to modify the Appointment Assistant labels to better suit your company’s culture.
What Is Ethical Use?
Salesforce’s Office of Ethical and Humane Use ensures that our technology is used to help, not harm, society and uphold the basic human rights of every human being. Its advisory council, composed of executive employees, academics, ethicists, industry experts, and society leaders, created a framework of Guiding Principles to guide processes for the ethical and humane use of Salesforce technology.
These are the principles.
- Human Rights: We work to ensure the direct us of our technologies uphold equal and inalienable protections.
- Privacy: We push the frontier of privacy best practice in our product design to enable customers to protect individuals’ data.
- Safety: We aim to protect humans from direct harm from the use of our technology.
- Honesty: We oppose the use of our technology to knowingly spread disinformation or conspiracy theories.
- Inclusion: We create opportunity through equal access to technology.
Salesforce Appointment Assistant was created with these guiding principles in mind. You can be sure safety considerations for your mobile workers and your customers, along with privacy and data protections and accessible access, are built into the product.
How Data Is Collected and Used
To learn how Salesforce protects and safely stores data that is gathered from the Field Service mobile app, see Field Service Mobile Security.
- Prepare for Field Service Appointment Assistant
Before you set up Appointment Assistant, follow these steps. - Assign a Permission Set for Appointment Assistant Real-Time Location
You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when they’re on their way to the appointment. - Set Up Field Service Appointment Assistant Real-Time Location
Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker identification like name and photo to provide safety for workers and customers while respecting their privacy. - Set Up Field Service Appointment Assistant Self-Service Scheduling
Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned to one user. - Set Up Field Service Appointment Assistant Contactless Signature
Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before you start setting up Contactless Signature, make sure that you have a service report template and a digital signature. - Set Up Surveys for Field Service Appointment Assistant
Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback. - Integrate Pay Now with Field Service Appointment Assistant
Create a flow that easily enables your customers to pay for services through a provided link, eliminating the need to contact customer services.
