Intelligent Appointment Management configuration
Key Takeaway
Intelligent Appointment Management is a scheduling console on top of a back-end scheduling system you choose, and one configuration record must be active for it to work.
Intelligent Appointment Management is the Agentforce Health scheduling console that call center agents and care coordinators use to book, change, and cancel patient appointments in one place. The console runs on a back-end scheduling system you choose: Salesforce Scheduler, an external electronic health record (EHR) system, or both. On top of that system, the console adds precise Provider Search, guided workflows, and options such as multi-step, asset, group, and patient self-scheduling.
How to set up Intelligent Appointment Management
Person Accounts must be enabled before you set up Intelligent Appointment Management. The console is available in Lightning Experience on Enterprise and Unlimited Editions.
Setup follows a set order.
- Set up Provider Search, then verify that Care Provider Searchable Field records populate correctly.
- Set up the users who schedule, such as call center agents and care coordinators.
- Create profiles for call center agents and care coordinators if those profiles don't exist yet.
- Create the user records.
- Assign permission sets.
- Create the records that connect patients to the right provider.
- Configure the back-end scheduling system so users can see appointment slots.
For step 3, older releases mapped patient-to-provider relationships with the Reciprocal Role and Contact-Contact Relationship objects, through the "Assigned Provider Role" field. Starting in Summer '24, Intelligent Appointment Management uses group membership model objects to map relationships between contacts, households, and business accounts. The "Assigned Provider Role" field no longer applies, so leave it blank.
You turn the feature on in Setup under "Intelligent Appointment Management Settings". A guided setup then confirms prerequisites such as Provider Search and creates the basic scheduling records. Next, the guided setup branches into Salesforce Scheduler or External Scheduling. The guided setup also includes Optional Setup, Self-Scheduling, and Advanced Scheduling for more complex needs.
To give users the console, add the Intelligent Appointment Management component to a record page.