Reschedule Service Appointments in Field Service
Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.
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 reschedule an appointment: | One of these custom permission sets:
|
This is a Field Service managed package feature.
You can reschedule a service appointment manually.
- Drag it to a free time slot on the Gantt.
- Select arrival windows by using Book Appointment.
- Select appointment scheduling options, organized by service resource by using Get Candidates.
You can let Field Service reschedule appointments for you.
- Move appointments around while prioritizing higher-priority appointments by using Reshuffle.
- Click Reschedule in the appointment list mini view. Appointments are rescheduled according to the selected scheduling policy.
- Reschedule multiple appointments (Schedule on Mass) in the appointment list by clicking Schedule. Appointments are rescheduled in order of priority.
Use Cases
Review which scheduling feature to use for each use case.
| I WANT TO… | WHAT STEPS DO I TAKE? | AVAILABLE FROM | PERSONA |
|---|---|---|---|
| Choose a new arrival window for a service appointment and I don’t mind which resource is assigned. | Book appointment | Record feed
API |
Call Center Rep |
| Review all the scheduling options and choose the service resource to assign without changing any existing arrival windows. | Get Candidates | Record feed Dispatcher Console API |
Call Center Rep Dispatcher |
| Fit an appointment into a full schedule, while making minimal schedule changes. | Reshuffle | Dispatcher Console API |
Dispatcher |
| I need to quickly find another time or service resource for my appointment and I don’t need to choose the window or resource. | Reschedule | Dispatcher Console |
Dispatcher |
| I have many service appointments that I want to schedule simultaneously, and I don’t mind which time or resource that is selected. | Schedule on Mass | Dispatcher Console |
Dispatcher |
| I want to manually reschedule a scheduled appointment to a specific resource and time. | Drag | Dispatcher Console |
Dispatcher |
Did this article solve your issue?
Let us know so we can improve!
