Get Started with Salesforce Scheduler

Srilakshmi, “Sri”, a client associate at Cumulus Cloud Bank, assists financial advisors and wealth managers in planning, organizing, and scheduling so they can focus on what’s important: helping clients succeed. Sri is passionate about what she does and constantly looking for opportunities to improve processes.

She recently heard colleagues Ryan and Matt chatting at the water cooler about a supercool feature that Salesforce rolled out called Salesforce Scheduler. Ryan’s a rising-star financial advisor and Matt’s the all-star admin at Cumulus Bank. After hearing these wunderkinds rave about this new feature, Sri wants in on the action.

With Salesforce Scheduler, Cumulus Bank can provide personalized experiences to all its customers by precision-scheduling appointments—in person, or by phone or video—with the right person at the right place and time.

With Salesforce Scheduler, it’s easy to embed appointment scheduling into standard Salesforce workflows, such as leads and referrals, opportunities, and accounts. No more clerical gruntwork!

In industry-speak, the scheduling of appointments by an organization’s agents with its customers is known as Outbound Scheduling. On the other hand, we have Inbound Scheduling, a new approach to appointment scheduling, where an organization’s customers can directly set up appointments with any agent at a time and place of their choosing.

Srilakshmi is thrilled at the prospect of having more free time to focus on creative tasks such as planning and process improvement, and spending less time on coordination-intensive tasks such as scheduling meetings.

Let’s look a little closer at what Matt and Ryan are doing with Salesforce Scheduler.

Recently, Ryan recommended his team implement Salesforce Scheduler. And Ryan’s boss, Folakemi “Fola” Onweagba-Johnson is sold on the plan. Fola likes the idea of having greater visibility and more intelligent insights into her staff’s appointments.

Is Ryan’s expertise in wealth management being adequately used to help out the bank’s high-net-worth clients? Is that new insurance advisor spending enough time with her clients? What about the mortgage specialist?

Fola typically spends several hours a week tackling these kinds of questions and pulling up reports manually. But with Salesforce Scheduler, she doesn’t need to, because the entire appointment scheduling process is managed via a single window and all appointments-related data reside in a single, seamless system. And she’s able to assign resources more efficiently and help her team better address customer needs.

You can also use the Salesforce Scheduler Setup Assistant, which makes setting up Salesforce Scheduler easier by giving you a bird’s-eye view of all the things that you need to tweak and configure. It’s recommended for admin users and you can enable it in your production org. If you’d like to get hands-on with Salesforce Scheduler, simply sign up for a free trial org with Financial Services Cloud. Check out the Resources section for more info.

1. From Setup, enter App Manager in the Quick Find box, then select App Manager.
2. In Lightning Experience App Manager, click the Salesforce Scheduler Setup dropdown and click Edit.
3. In App Settings, select User Profiles.
4. Move the System Administrator profile to Selected Profiles.
5. Save the changes.

Next, Matt creates and assigns some permissions to appointment attendees (service resources) to make them available for appointment scheduling. Required service resources need a Salesforce Scheduler User Access permission set license and permission set.

First he creates a permission set for the Salesforce Scheduler permission set license.

1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
2. Click New.
3. Enter a label, API name, and description for your permission set. To keep it simple, use Salesforce Scheduler Resource.
4. Under Select the type of users who will use this permission set, select the Salesforce Scheduler permission set license.
5. Click Save.
6. On the permission set overview page, under System, click System Permissions.
7. Click Edit.
8. Enable the Let a user be included in appointments in Salesforce Scheduler permission.
9. Click Save and in the summary dialog that appears, click Save again.

Next, Matt assigns the permission set to Ryan and Srilakshmi, which automatically assigns the associated permission set license to the user. 

1. On the Permission Set overview page, click Manage Assignments.
2. On the Assigned Users page, click Add Assignments.
3. On the All Users page, select the users.
4. Click Assign.

He also updates Fola, Ryan, and Sri’s user profiles to include access to Salesforce Scheduler objects.

1. In Setup, navigate to the profile you want to update.
2. Under Apps, click Object Settings.
3. Under All Object Settings, define the access level to Salesforce Scheduler objects mentioned in the table below.

   Task	Usually Done By	Typical Responsibilities	Minimum Permissions Needed for Salesforce Scheduler objects
   Schedule appointments	Financial Advisor (Ryan) Client Associate (Sri) Branch Manager (Fola)	Schedule appointments and meet customers (Financial Advisors and Client Associates)	Create on Service Appointments View All on: Service Resources Service Territories Work Types Work Type Groups
   Manage appointments (reschedule or cancel)	Branch Manager (Fola)	Manage her people and all things related to the branches that she oversees.	Edit on Service Territories View All and Edit on Service Resources Note: Resource Absence is a child object of Service Resource. View All and Create on Work Types View All on Work Type Groups Create and Edit on Operating Hours
   Manage personal work hours	Financial Advisor (Ryan) Client Associate (Sri)	Manage personal work hours at the branch and their leaves and times-off	Edit on Service Resource Note: Resource Absence is a child object of Service Resource.
   System administration	System Administrator (Matt)	Configure and maintain Salesforce Scheduler	CRUD and View All on all Salesforce Scheduler objects

4. Save the changes.

If you don’t see Object Settings, it’s because Enhanced Profile User Interface is not enabled in your org. Check out the Resources section to find out how you can enable it.

Fola’s pumped about all the possibilities with Salesforce Scheduler. But she wants to start small, with her key staff, Ryan and Srilakshmi, at Cumulus Bank’s headquarters in Pittsburgh, Pennsylvania.

Matt helps create appointment locations, such as branches, as service territories (in Salesforce Scheduler-speak) to track the places where her service resources, Ryan and Srilakshmi, meet with customers.

Next up, Matt creates service territories to organize service resources (wealth managers and client associates like Ryan and Sri) and ensure they’re assigned to appointments at their home branch.

At Cumulus Bank, service territories represent the branches where wealth managers and financial advisors work. Both Ryan and Sri work out of the bank’s downtown headquarters branch in Pittsburgh’s Central Business District (CBD).

Matt associates each service territory (branch location) to a work type (appointment template, such as wealth management, home loans, or insurance) via a Service Territory Work Type. This ensures that each work type is associated with the appropriate branch. Fola wants Matt to set up Ryan and Sri for the wealth management work type at the CBD branch.

This is what Matt does.

1. From the App Launcher ( ), find and select Salesforce Scheduler Setup.
2. On the Service Territories tab, click New.
3. Enter a name and description for your territory, such as a branch location. Matt enters HQ Branch.
4. Select operating hours for the territory, which indicate the time zone applicable to the territory’s appointments.
   • In Operating Hours, click New Operating Hours.
   • Select (GMT-05:00) Eastern Standard Time (America/Panama) from the Time Zone dropdown.
   • Enter a name for the operating hours. Matt types USA ET.
   • Save the changes.
5. Select Active to be able to add members to the territory or associate it with appointments.
6. Enter an address. This address is the location of the appointment as used in the location search in the appointment flow. Matt types in Pittsburgh CBD.
7. Save the changes.
8. Add time slots for working hours. Time slots indicate when appointments within the territory should take place.
   • In the HQ Branch’s service territory overview page, click Add Time Slots under Operating Hours.
   • Designate the branch’s working days and business hours as Monday to Friday, 8:00 A.M. through 4:00 P.M.
   • Save the changes.

After you have added the address of your service territory, the service territory’s record page will show the exact Google Maps location in the Details tab. Make sure that the address also shows as a Google Maps location; only then will it show up in the appointment booking flow.