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Workforce Scheduling for Agentforce Public Sector
Schedule, Reschedule, and Cancel On-Site Appointments with a Scheduling Flow

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Schedule, Reschedule, and Cancel On-Site Appointments with a Scheduling Flow

Manage on-site appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel an on-site appointment where a customer travels to one of your branches.

Required Editions

Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To schedule, reschedule, or cancel on-site appointments: Workforce Scheduling On-Site Resource OR Workforce Scheduling Dispatcher OR Workforce Scheduling CRM User

One scheduling flow covers both on-site and field appointments: you enter the appointment details, select a time, and review the appointment before you confirm it. For on-site appointments, service territories define the branch or location that a customer comes to, and each service territory is linked to an associated operating hours record.

Schedule an On-Site Appointment

Reserve an open time slot at one of your branches for a customer and assign the resources or assets to do the work.

  1. Navigate to the record page from which you want to schedule an appointment: Cases or Application Forms.
  2. Select the record.
  3. Click Schedule New Appointment.
  4. Select a customer.
  5. Select a work type.
  6. Select On-site.
  7. Enter a subject.
  8. Search for and select the branch at which you want to schedule the appointment.
  9. Select an appropriate slot and click Next.
    The scheduling flow for a 3-hour WS Maintenance work type. A Filter availability by resource panel on the left holds a People dropdown, a resource search box, and an August 2026 calendar with August 26 selected. A list of available time slots on the right runs from 9:30 AM to 2:00 PM, with 10:00 AM - 1:00 PM selected.
    • If required, filter by People or Assets. Assets are the bookable equipment and spaces that an appointment needs, such as a meeting room.
      The Filter availability by resource dropdown expanded to show two options, People and Assets.
    • Also, search for and select specific resources. You can select single or multiple resources to meet them during their appointment. If required, you can also mark resources as required or optional. There should be at least one required resource. You can also mark a resource as the primary resource. For the primary resource, Workforce Scheduling skill matches the appointment and also creates calendar events for the resource.
      The resource search box expanded to show a Preferred Resources group holding WS Resource - West, and an All Resources group holding WS Resource - Harper and WS Resource - Blake. Each resource is labeled Technician.
    • If the appointment is anonymous, you can't select a specific resource. Instead, Workforce Scheduling automatically assigns the best resource for the appointment.
  10. Review the details of the appointment and click Confirm & Schedule.

Reschedule an On-Site Appointment

Move an existing on-site appointment to a new date and time.

  1. Navigate to the record page from which you want to reschedule an appointment: Cases or Application Forms.
  2. From the record's related list of appointments, open the appointment that you want to reschedule.
  3. Click Change Time Slot.
  4. Specify the new date and time of the appointment and click Change Time Slot.

Cancel an On-Site Appointment

Cancel an on-site appointment and record why it was canceled.

  1. Navigate to the record page from which you want to cancel an appointment: Cases or Application Forms.
  2. Click Cancel Appointment.
  3. Select a status and a reason for canceling the appointment. Optionally, add any notes.
  4. Click Cancel Appointment.
 
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