Book and Modify Appointments

Simplify the User Experience and Amplify Adoption

Matt’s all set to roll out Salesforce Scheduler to Fola’s team. Just before the final project review meeting, Matt, Fola, and Ryan get talking in the hallway. Fola’s excited about the new product, and wonders if they can take it one step further: “Wouldn’t it be nice if we could schedule appointments directly from an account?”

Because that’s exactly what a real-world workflow would look like. Ryan agrees—he and his wealth manager friends would love to be able to create appointments directly from their clients’ account pages.

Matt tells them that this is indeed possible! To do this, the Schedule Appointment Mobile & Lightning Action must be available on the Account object’s page layouts.

Here’s how Matt sets it up.

Click , and then select Setup.
Click Object Manager.
Click Person Account, and select Page Layouts.
Click Person Account Layout.
In the palette, select Mobile & Lightning Actions. If you see a link to override the predefined actions in the Salesforce Mobile and Lightning Experience Actions section of the layout editor, click the link.
Drag Schedule Appointment to Salesforce Mobile and Lightning Experience Actions.
Click Save.

The Schedule Appointment Mobile & Lightning Action added to the Person Account object page layout.

To use the Schedule Appointment action, a user needs the Run Flows permission. Matt assigned this permission to the financial advisor and branch manager profiles in Step 2.

Schedule Appointments at Lightning Speed

Now that everything is set up, Fola wants to try booking appointments with Salesforce Scheduler.

Kiara Shah, a valued, long-time customer, recently called the bank about Private Banking options. She cashed in her company stock and came into some considerable surplus funds. Fola wants Ryan to convince Kiara to let Cumulus manage this money. Follow along as Fola creates an appointment called Wealth Management Review for Ryan and Kiara.

Click to open the App Launcher, find and select Accounts.
Select Kiara Shah’s record.
Click .
Click the Schedule Appointment quick action.
Select By work type group, appointment type, or service territory.
Select Wealth Management, and then Private Banking.
Select At a Branch.
Enter Mission Street, San Francisco, CA, USA, and then select Headquarters.
Select Ryan.
Select a time slot.
Review the appointment details, and then click Next.
Click Finish.

The Review Service Appointment window with details of Ryan’s appointment with Kiara.

The Review Service Appointment window summarizes all the choices Fola made and allows her to add additional details, comments, and optional attendees.

Winds of Change

In an ideal world, your appointments stay on schedule. But in the real world… umm… you can expect to make changes (to appointments).

Just a few days before the appointment, Fola gets a call from Kiara asking for the appointment date to be scheduled the week after. For Fola to be able to modify the appointment, a Modify Service Appointment action must be available on the Service Appointment page layout.

Here’s what Matt does to make it possible.

In Setup, click Object Manager, and then select Service Appointment.
Select Page Layouts, and then select Service Appointment Layout.
Select Mobile & Lightning Actions in the palette. If you see a link to override the predefined actions in the Salesforce Mobile and Lightning Experience Actions section of the layout editor, click the link.
Drag the Modify Service Appointment action to the top of the Salesforce Mobile and Lightning Experience Actions section.
Click Save.

The Modify Service Appointment Mobile & Lightning Action added to the Service Appointment object page layout.

It’s now time to modify the appointment. Here’s what Fola does. (We won’t check for this.)

Open the Service Appointments tab, and click the service appointment that you want to modify.
On the record page, click Modify Service Appointment.
Select a new time slot.
Note: Recall that Matt set the Timeframe Start to 1 and Timeframe End to 7 days. So you will only be able to see timeslots for the next working day and up to 7 days later.
Click Next.
Review your service appointment details and then click Next.
Click Finish.

Customize It

Though Salesforce Scheduler ships with some snazzy, user-friendly, and fully functional screens out of the box, you can easily rename labels and tab names if your users prefer different terminology. For example, you can rename service resource to banker, or work type group to appointment topic. To do this, go to Setup, and then Rename Tabs and Labels. You can also build custom UIs from scratch, if needed.

Conclusion

And just like that, Fola reschedules a critical appointment between Kiara Shah, one of Cumulus Bank’s valuable high-net-worth customers, and Ryan, talented wealth manager and financial advisor extraordinaire. All this at lightning speed!

Fola sees how Salesforce Scheduler can bring a huge productivity boost to the bank, and help bring in even more business. With Salesforce Scheduler, customers always meet with the right person at the right place and time.