Salesforce Lightning Scheduler

Lightning Scheduler

· Streamline inbound and outbound scheduling process with the all new Lighting Scheduler. Lighting Scheduler provides us with the set of powerful tools to simplify and automate the appointment scheduling in Salesforce.

· Enables us to choose from an option of scheduling an appointment by phone, video or an in-person meeting at a defined location, in order to provide a personalized experience to the customers.

· It comes as a Lightning Experience App with its own set of permissions, license and data model which will be discussed below.

Note: Lighting Experience is available ONLY in Enterprise, Performance and Unlimited editions at an extra pricing. This feature will NOT be available in Developer Edition orgs.

DATA MODEL FOR LIGHTNING SCHEDULER

Source: Salesforce Help & Training

The below terms have been defined as ‘tables’ or custom objects in the Lightning Scheduler package. The data model can be further extended as per business requirements.

1. Service Appointment: Refers to the inbound and outbound scheduled appointments.

2. Service Resources: A person (or an attendee) from your organization with whom the client with interact during the appointment/meeting such as Financial Advisor, Health Consultant.

3. Service Territory: Refers to the location at which the meeting will take place.

4. Skills: Skill is the area of expertise of a Service Resource. For example, a financial advisor can have his skills listed as ‘Finance’, ’Banking’ etc.

5. Work Type: Work type is nothing but a template for an Appointment. It contains a brief overview of appointment details such as Appointment Topic, Location. Appointment Template defines the basic parameters for an appointment to be setup.

You can read the detailed explanation of the data model at the Salesforce Help & Training: https://help.salesforce.com/articleView?id=ls_terminology.htm&type=5

SETUP & ENABLE THE LIGHTNING SCHEDULER APP

1. Lightning Scheduler App assignment:

· Go to Setup -> Quick Find Box and enter App Manager.

· Select the Lightning Scheduler Setup dropdown and click Edit.

· In the App Settings, Select the profiles you want to give access to and click Save.

Note: We can also choose to use the Lightning Scheduler App Setup Assistant in order to configure this app. It is a recommended step but not a mandatory practice.

Profile Assignment for Lightning Scheduler App

2. App setup and Getting Started:

We need to setup the below mentioned configurations in order to get started wiuth the Lighting Scheduler App:

· Create appointment attendees and assign them to branch locations. For this we need to create a new Service Resource record.

Create a new Service Resource | Image Source : Trailhead

· Create Skills and assign them to Service Resources. Navigate to the Service Resource record and click on the Assign Skills quick action.

Create a New Skill | Image Source: Trailhead

· Configure the Appointment Templates. This can be done in the Work Type object.

Configuring Appointment Templates | Image Source: Trailhead

· Create a new Appointment Template and assign the required skills to these templates.

Create a new Work Type or Appointment Template | Image Source: Trailhead

· The user experience can be easily simplified by adding Schedule Appointment Lighting Action on the Account/Lead/Opportunity page layouts.

Schedule Appointment Quick Acction for Account/Lead/Opportnity page layout | Image Source: Trailhead

· Review the created Appointment using the Review Appointment where all the important details are summarized.

Appointment Summary Page | Image Source: Trailhead

PERMISSION SETS AND LICENSES

· Service Resource users require a Lightning Scheduler User Access permission set license and permission set.

· In order to grant access for the Lightning Scheduler App, go to the System Permissions section in the Permission Set and enable the option ‘Let a user be included in appointments in Lightning Scheduler’. Make sure that the Lightning Scheduler permission set license is added to the permission set.

· Make sure the user’s profile also has the required level of access (as per requirements) to all the Lightning Scheduler objects.

· The table below explains the minimum permissions required for the corresponding tasks to the Lightning Scheduler:

Minimum permission requirements for Lighting Scheduler tasks

ADDITIONAL FEATURES

1. Create Service Resources (1 per user) and add details about their skills, location and available time slots.

2. Setup appointment templates and link them to appointment topics and work locations for a better service to the clients.

3. Schedule the appointment with all the defined parameters using these templates and help the customer to find the right representatives to address their needs.