Salesforce Scheduler and Virtual Calls for client appointments
Key Takeaway
Salesforce Scheduler books client appointments in person, by phone or by video with the right person at the right place and time. Scheduling policies, availability, exceptions and Scheduler settings decide which service resources and time slots a booker sees. Virtual Calls adds video appointments on Amazon Chime, using the company's own Amazon account.
Salesforce Scheduler (formerly Lightning Scheduler) is how an Agentforce Financial Services design handles client appointments. Employees can book from the Salesforce Lightning Service Console or from the record they are working, such as a lead, referral, opportunity or account. Clients and prospects can book for themselves on Experience Cloud sites and company websites, either signed in or as guests. When someone books, Salesforce Scheduler applies rules to find suitable service resources and works out which time slots are open. Virtual Calls adds video appointments with self-service scheduling, automated appointment notifications and access links to the video platform.
What Salesforce Scheduler is
Salesforce Scheduler provides the objects for appointment scheduling, preconfigured and customizable flows and rules for the booking experience, and business APIs. Its main business records are shown in the table.
| Term | What it represents |
|---|---|
| Service territory | A work location, such as a branch |
| Service resource | An employee or contractor who attends customer appointments |
| Asset | A room or piece of equipment |
| Work type group | An appointment topic |
Salesforce Scheduler is available for an extra cost in Lightning Experience, in Enterprise and Unlimited Editions. Users who book customer appointments, users who take customer appointments, and assets require different licenses, so plan each group separately. Asset Scheduling is also available for an extra cost.