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Manage Field Service Appointments
Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.
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. |
- Create Service Appointments for Field Service
Service appointments represent field service visits to customers. While work orders describe the work to be performed. You can have multiple service appointments (visits) per work order, depending on the nature of the job. For example, if a customer orders the installation of multiple devices, each visit is a separate service appointment. The service appointment provides the scheduling and assignment details. - Schedule Service Appointments for Field Service
You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status. - Unschedule Field Service Appointments
Unschedule service appointments from the Classic Dispatch Console or a service appointment record. - 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. - Reshuffle Service Appointments in Field Service
Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource. - Manage Field Service Scheduling Overlaps
To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods. - Fix Field Service Scheduling Overlaps
Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used. - Customize Fix Overlap Scheduling Settings
Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found. - Group Nearby Field Service Appointments
One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Scheduling and Optimization. - Fill Schedule Gaps in Field Service
Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule. - Customize Field Service Appointment Chatter Settings
In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records. - Dispatch Field Service Appointments
Dispatch scheduled service appointments to your mobile workers. You can dispatch appointments from the console, or set up jobs that automatically dispatch or drip feed the next appointments. - Monitor Scheduling History in Field Service with Service Appointment Lifecycle
Keep track of changes made to service appointments with Service Appointment Lifecycle. This makes it easy to see what happened to an appointment and to quickly resolve any related issues.
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