Up next in 10
Salesforce Service Appointment Scheduling using Agentforce
833 views
Feb 13, 2025
We can make use of Flow to create Salesforce Service Appointments from the Agentforce Agent. Blog Post: https://www.infallibletechie.com/2025/02/salesforce-service-appointment-scheduling-using-agentforce.html
View Video Transcript
0:07
hello everyone in this video we are
0:09
going to see how to schedule service
0:12
appointments using Salesforce agent
0:15
force
0:17
agent I'm going to make use
0:20
of service agent force agent in order to
0:25
schedule service appointments
0:31
whenever we make use of
0:33
uh the standard uh field service
0:38
dispatcher
0:39
actions uh this particular topic have
0:43
good standard actions to take care of uh
0:46
Salesforce field service uh uh business
0:50
process uh but uh as of now it is not uh
0:53
allowing me to schedule an appointment
0:56
so I'm not going to make use of the
0:57
standard one since I have a requirement
1:00
to schedule service appointment I'm
1:02
going with the custom flow
1:05
development I created a topic called
1:10
appointment I have given the
1:12
classification description scope the
1:15
scope is to create service appointments
1:17
for the asset
1:18
records I have given two instructions
1:22
the first instruction is to get the
1:24
asset name from the user so that it will
1:26
fetch the asset record and then it will
1:28
try to find whether that particular
1:30
asset record is found in the system if
1:32
it is not found it will say asset record
1:35
is not found if it is found it will ask
1:38
the start and end date time from the
1:41
user so that it can schedule the service
1:43
appointment so I have done with the
1:47
instructions let me activate
1:53
it okay it is already
1:57
active I'm going to make use of
2:00
Salesforce messaging for inapp and web
2:02
feature to test
2:05
this
2:07
first let's jump onto the
2:11
demo so I'm initiating my Salesforce
2:13
messaging for inapp and web it will
2:15
invoke agent force service agent through
2:18
Omni Channel flow I will say I need
2:25
appointment it will ask the asset name
2:30
as per the instructions that are set
2:32
yeah it is asking for the
2:34
asset so I'm going to make use of this
2:37
sample asset record in me
2:45
or now it will fetch the asset record it
2:48
will say that the asset record is found
2:51
and it will ask the start and end day
2:53
time so let me say this is my start and
2:56
end date
2:58
time 14th February 2025 from 2 12:00
3:02
p.m. to 2: p.m. very important thing to
3:05
note here is whatever information we
3:06
pass it here for the date and time it
3:09
will be passed in uh GMT or UTC uh it is
3:13
our responsibility to convert this into
3:17
um the time zone of the user in order to
3:20
save properly in Salesforce so with this
3:23
is very very important uh thing to note
3:26
so I'm saying I wanted an appointment
3:29
are on 14th of February from 12:00 p.m.
3:33
from 1200 p.m. to 2: p.m. now it will
3:35
convert it into um GMT or UTC and then
3:40
it will save um so so the timing will be
3:44
different uh so let's look at this
3:47
particular service appointment which got
3:48
created in
3:51
mayor so this is the one which got
3:54
created so it is I'm I'm in easn
3:57
Standard time zone so GM minus 5 so that
4:01
is the reason it is displaying it at 7
4:03
a.m. to 9:00 a.m. um we can make use of
4:07
a variable in the flow plus or minus
4:10
based on the time zone and then if we
4:12
should be able to uh create the record
4:15
with the proper time zone of the
4:18
user let's see the technical uh um
4:22
development behind this so in this
4:24
appointment topic I have two different
4:26
actions one is Fitch asset which is a
4:29
flow
4:30
um um action so this uh fetch asset
4:35
agent action will invoke this flow in
4:37
order to invoke that flow I will be
4:39
passing the asset name which is an input
4:41
variable and then it will return the
4:43
asset record which is an output
4:46
variable first let's look at the
4:48
variables so this is an output variable
4:51
which will be returned and it will be
4:55
displayed and asset name is an input
4:58
variable I will get the asset name use
5:01
the get records flow element from uh
5:04
Salesforce flow
5:06
elements I'm using name equals to the
5:09
asset name if you want to have like
5:11
operator you can definitely
5:13
have and then I'm storing that
5:15
particular ID asset level city and name
5:18
from the asset record onto this asset
5:21
record which is an output
5:26
variable now let's look at this schedule
5:29
appointment M this is
5:33
another flow action here I'm referencing
5:37
this flow in order to invoke that flow
5:40
we have to pass the asset record which
5:42
was fed in the previous uh um agent
5:46
action and then we have to pass the due
5:48
date time and earliest start permited
5:52
these three information should be passed
5:54
to the flow as an input variable and it
5:57
will return return the appointment
5:59
number this this is an output variable
6:00
on the flow which will be displayed on
6:02
the
6:03
conversation here I'm making use of
6:06
create records flow element to create
6:08
service appointment record with the due
6:10
date earli start permitted and for the
6:13
parent record ID I'm using the asset
6:15
records as uh record ID here uh asset
6:19
record is an input variable appointment
6:22
number is an output Vari output variable
6:25
due date time earliest start permitted
6:28
or also another input VAR
6:37
variable um so what it will do is it
6:40
will create the service appointment
6:41
record it will fetch the newly created
6:43
service appointment record it will
6:45
assign the service appointment
6:47
appointment number to this appointment
6:50
number variable which is an output
6:51
variable and this appointment number was
6:54
passed back to the conversation pane
6:57
where we were able to see it
7:03
please check the video description in
7:05
the video description I have shared my
7:07
blog post from the blog post you should
7:09
be able to get screenshots of this flow
7:12
and uh some additional instructions
7:15
which will be uh very helpful so that
7:18
you can refer and do a custom
7:20
appointment schedular for your use
7:26
cases I hope it was helpful
7:30
thank you for watching
#Internet Software
#Time & Calendars