Get Started with Inbound Scheduling

Learning Objectives

After completing this unit, you’ll be able to:

  • Define the purpose of inbound scheduling.
  • Provide the required permissions and access to existing customers.

Empower Your Customers—and Prospects

Although Salesforce Scheduler lets Fola and her team of advisors easily set up appointments with customers, wouldn’t it be great if customers and prospects could also schedule and modify appointments? Customers or prospects wouldn’t have to call up the bank and request an appointment. And employees won’t receive as many calls asking for appointments, nor will they have to worry about scheduling the appointment themselves. 

Fola realizes that it can not only improve the banking experience of the Cumulus Bank customers, but also help the bank get more business.

Inbound scheduling in Salesforce Scheduler lets you do exactly that (and more!), and setting it up is pretty straightforward. 

Note

Note

To configure inbound scheduling in your Experience Cloud site or on your website, you need at least one of these licenses. Check out the Resources section to learn more about these licenses.

  •  Customer Community
  • Customer Community Plus
  • Partner Community
  • Commerce Portals
  • External Apps

The Initial Settings

To let existing customers (or credentialed users) book appointments, Matt must grant them certain user and object permissions and update sharing settings.

  1. From Setup, enter Profiles in the Quick Find box, and then select Profiles.
  2. Click Edit next to the profile that you want to assign permissions to.
  3. Under General User Permissions, select these permissions.
    User Permission Purpose
    Access Activities
    To create and update events on Salesforce Calendar (required only if the Event Management setting is enabled).
    Edit Events To create and edit events on Salesforce Calendar (required only if the Event Management setting is enabled).
    Run Flows To run inbound flows.
  4. Under Standard Object Permissions, define appropriate access levels for these objects.
    Object Permissions
    Accounts, Contacts, Operating Hours, Service Resources, Service Territories, Work Types, Work Type Groups Read
    Service Appointments Read, Create, Edit
  5. Save your changes.

With the right permissions in place, Matt updates Sharing Settings.

  1. From Setup, enter Sharing Settings in the Quick Find box, and then select Sharing Settings.
  2. Under Organization-Wide Defaults, click Edit, and set the sharing settings as described in this table.
    Object Default External Access
    Calendar
    Show Details and Add Events
    Service Appointment Public Read and Write
    Service Resource, Service Territory, Work Type, Work Type Group, User (required only if the Event Management setting is enabled) Public Read Only
  3. Click Save.
Note

Note

If the Event Management setting is enabled in your org, additional configuration is necessary to make the Inbound Modify Appointment flow work.

Resources