* Salesforce Field Service *

Hi Christopher,

This sounds like the scheduling/optimization logic may not be evaluating the partial-day Absence Block as expected during the initial booking. 

I’d check the resource’s Service Territory Membership, Operating Hours, Absence records, and Scheduling Policy first, and verify that the absence is associated with the correct Service Resource and falls within the resource’s operating hours.

Since optimization appears to recognize the absence correctly but Book Appointment does not, it would also be useful to compare the scheduling policy/optimization settings being used by the two processes. 

If you can share the scheduling policy and a sample resource/absence configuration, it would help narrow down what is causing the behavior. 

Hi @Thanasis Lymperopoulos

I would first review the Briefcase filters and relationships to ensure we're only downloading the Price Books and Price Book Entries actually required by each technician. 

Using the Standard Price Book alone may not be sufficient if Work Orders require customer/provider-specific pricing. Instead, try to reduce overlapping Briefcase rules and avoid bringing the same Price Book Entries through multiple paths, as duplicate records can contribute to the record limit. 

So, the key would be targeted priming + removing overlapping/duplicate Briefcase criteria, rather than downloading all catalog data.  

Hope this helps!  

If you find this response helpful, please mark it as the Accepted Answer, as it may also help other Trailblazers.  

Hello @Digbijaya Paikaray the newer Scheduling Console map doesn’t appear to provide the same address search option that was available in the Classic Gantt map. 

For now, you’d generally need to use the address on the Service Appointment or another mapping tool to locate a specific address. I don’t believe there’s a standard setting to add the old search box directly to the Scheduling Console map. 

If the bigger challenge is routing appointments or leads based on location, territory, rep availability, or other assignment rules, a tool like LeadAngel can handle that broader routing logic outside of the map itself.

@Rajamani Neelamegam

Thanks for your reply - I find that now w/ a "debug" action - the "additioanlParameters" is in fact null.  I think it would be very helpful for Salesforce to populate this w/ the Id of the polygon the user interacted with; I will try to add an IDEA for this. 

Separately, looking at the new scheduling console, we can add Flows as a custom action type, not just Apex or Visualforce. 

However - I don't find any documentation on harnessing or mapping input parameters for autolaunched or screen flows FROM the context of the Scheduling Console. 

Have you encountered any documentation for using Flows as a Custom Action Type?

Hi Alejandro, 

Could you share a little more detail about which Salesforce Field Service release or Salesforce Live session you’re referring to? 

For the Self-Service Scheduling and Work Plan custom actions questions, the exact release/version and feature context would help clarify whether these capabilities were available, changed, or had specific limitations at that time. 

If you can share the session or release notes you’re referring to, that would help narrow it down. 

I'm aware this is old post, but this could be useful for someone else. The issue is due to ESO feature. according to this article https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&type=5  "If you're using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization and scheduling actions use the location of the last event (Service Appointment or Resource Absence) that has a location to calculate the travel time to the next event. If the resource absence overlaps with the shift end, the resource’s home base location is used to calculate the travel time. If you're not using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization uses the resource’s home base to calculate travel time to the next service appointment. For a more precise travel estimate, add an address to the absence, such as the location of the previous appointment or an address for the break."