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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
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0:07
hello everyone in this video we are
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going to see how to schedule service
0:12
appointments using Salesforce agent
0:15
force
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agent I'm going to make use
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of service agent force agent in order to
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schedule service appointments
0:31
whenever we make use of
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uh the standard uh field service
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dispatcher
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actions uh this particular topic have
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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
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records I have given two instructions
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the first instruction is to get the
1:24
asset name from the user so that it will
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fetch the asset record and then it will
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try to find whether that particular
1:30
asset record is found in the system if
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it is not found it will say asset record
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is not found if it is found it will ask
1:38
the start and end date time from the
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user so that it can schedule the service
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appointment so I have done with the
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instructions let me activate
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it okay it is already
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active I'm going to make use of
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Salesforce messaging for inapp and web
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feature to test
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this
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first let's jump onto the
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demo so I'm initiating my Salesforce
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messaging for inapp and web it will
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invoke agent force service agent through
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Omni Channel flow I will say I need
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appointment it will ask the asset name
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as per the instructions that are set
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yeah it is asking for the
2:34
asset so I'm going to make use of this
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sample asset record in me
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or now it will fetch the asset record it
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will say that the asset record is found
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and it will ask the start and end day
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time so let me say this is my start and
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end date
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time 14th February 2025 from 2 12:00
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p.m. to 2: p.m. very important thing to
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note here is whatever information we
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pass it here for the date and time it
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will be passed in uh GMT or UTC uh it is
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our responsibility to convert this into
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um the time zone of the user in order to
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save properly in Salesforce so with this
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is very very important uh thing to note
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so I'm saying I wanted an appointment
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are on 14th of February from 12:00 p.m.
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from 1200 p.m. to 2: p.m. now it will
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convert it into um GMT or UTC and then
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it will save um so so the timing will be
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different uh so let's look at this
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particular service appointment which got
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created in
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mayor so this is the one which got
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created so it is I'm I'm in easn
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Standard time zone so GM minus 5 so that
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is the reason it is displaying it at 7
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a.m. to 9:00 a.m. um we can make use of
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a variable in the flow plus or minus
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based on the time zone and then if we
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should be able to uh create the record
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with the proper time zone of the
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user let's see the technical uh um
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development behind this so in this
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appointment topic I have two different
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actions one is Fitch asset which is a
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flow
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um um action so this uh fetch asset
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agent action will invoke this flow in
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order to invoke that flow I will be
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passing the asset name which is an input
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variable and then it will return the
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asset record which is an output
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variable first let's look at the
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variables so this is an output variable
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which will be returned and it will be
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displayed and asset name is an input
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variable I will get the asset name use
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the get records flow element from uh
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Salesforce flow
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elements I'm using name equals to the
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asset name if you want to have like
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operator you can definitely
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have and then I'm storing that
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particular ID asset level city and name
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from the asset record onto this asset
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record which is an output
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variable now let's look at this schedule
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appointment M this is
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another flow action here I'm referencing
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this flow in order to invoke that flow
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we have to pass the asset record which
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was fed in the previous uh um agent
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action and then we have to pass the due
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date time and earliest start permited
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these three information should be passed
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to the flow as an input variable and it
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will return return the appointment
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number this this is an output variable
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on the flow which will be displayed on
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the
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conversation here I'm making use of
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create records flow element to create
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service appointment record with the due
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date earli start permitted and for the
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parent record ID I'm using the asset
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records as uh record ID here uh asset
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record is an input variable appointment
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number is an output Vari output variable
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due date time earliest start permitted
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or also another input VAR
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variable um so what it will do is it
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will create the service appointment
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record it will fetch the newly created
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service appointment record it will
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assign the service appointment
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appointment number to this appointment
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number variable which is an output
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variable and this appointment number was
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passed back to the conversation pane
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where we were able to see it
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please check the video description in
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the video description I have shared my
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blog post from the blog post you should
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be able to get screenshots of this flow
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and uh some additional instructions
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which will be uh very helpful so that
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you can refer and do a custom
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appointment schedular for your use
7:26
cases I hope it was helpful
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thank you for watching
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