Intelligent Appointment Management versus Field Service for care visits
Key Takeaway
Choose by where care happens: Intelligent Appointment Management (IAM) books in-person, phone, and video appointments, while Field Service and Home Health support clinicians and caregivers who travel to patients' homes.
Agentforce Health has two different ways to schedule care visits. Intelligent Appointment Management (IAM) is a central console where call center agents, care coordinators, and patients book appointments. Field Service, and the Home Health feature built on it, supports care delivered outside your facility. The main difference is where care happens, so look for that first in a customer's requirements.
Where care happens
If the patient needs an open slot with a provider or an asset such as a clinic...
Use IAM, which books the patient into that slot. The appointment can take place in person, by phone, or by video.
If care team members deliver services outside your facility, such as mobile nursing and home health care...
Use Field Service. Care team members carry Agentforce Health with them, so they can complete tasks and update records while they deliver those services.
If clinicians and caregivers travel to patients' homes for home healthcare services...
Use Home Health, the feature built on Field Service.
If the requirement includes video visits...
Use IAM, not Field Service. Virtual Care requires IAM, so its setup includes Provider Search, profiles for appointment schedulers, related records, and a back-end scheduling system. Self-service video visits combine Provider Search, IAM, Salesforce Scheduler, and Video Visits on an Experience Cloud site.
A community health group sends you two requirements. First, patients must book a dietitian by phone or video. IAM fits, because patients book an open slot with a provider. Second, nurses must drive to patients' homes for wound care and record their work there. Home Health fits, because care happens outside the facility.