The Service Scheduler is the most efficient way for your advisors to keep your technicians busy. It also provides the Sales Department access to see available time slots in Service when helping their customers. The key is to make sure all team members can handle customer requests as efficiently as possible.
To use the Scheduler you need access to the Service Department App with user permissions to Create, View, and Edit appointments.
After reading this article you will be able to:
- Navigate to the scheduler
- Breakdown the pieces that comprise the scheduler
- Create a Service Appointment
- Edit a scheduled service appointment
Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This article is designed for Salesforce Classic.
Step One: Navigate to the Scheduler
- Click the All Tabs + icon.
- Click Scheduler.
Step Two: Service Scheduler Breakdown
Service Scheduler Controls
Use the Service Scheduler controls to arrange the calendar which consists of (a) Day Selector, (b) Location Selector, (c) Technician Selector, (d) Calendar View, (e) Export to PDF button
|(a) Day Selector||Select the day or week date by clicking the arrow buttons|
|(b) Location Selector||Select the schedule by Location|
|(c) Technician Selector||Select the technicians to make them visible on the calendar|
|(d) Calendar View||Select the type of calendar to view|
|(e) Export to PDF button||Click to turn current schedule into printable pdf|
The calendar has multiple sections to be aware of (a) Date and time, (b) Technician column, (c) Open schedule spot, (d) Current time of day, (e) Scheduled Service Appointment.
New Service Appointment
The New appointment fields includes (a) Customer, (b) Service Vehicle, (c) Odometer, (d) Customizable Color-coded Types, (e) Standard Operation Code, (f) Datetime Start/End, (g) Service Advisors, (h) action buttons.
|(a) Customer||Search for a Customer from the dropdown, or add a new customer with the + button.|
|(b) Service Vehicle||Search for the correct Service Vehicle if multiple are available, or add a new vehicle with the + button. Learn more about Service Vehicles here.|
|(d) Color-coded Types||Color-coded Service Types provide a quick visual on the Scheduler.|
|(e) OP code||Add Operation Codes to quickly summarize the customer's concern. Op Codes will carry over to the repair order as job lines when the Service Appointment is converted to a RO. You can add multiple OP Codes to a Service Appointment.|
|(f) Date and Time||Set the Date and Time for the appointment. The default time block is 20 minutes. If you need to make the appointment longer, click the Icons.|
Step Three: Create a Service Appointment
- Start by double-clicking an open schedule spot within the desired tech column
- Select the customer
Note: Fill out all applicable the Service Appointment record fields to add details for clarity. Adding the customer is the only required field not preset when creating a Service Appointment.
- Click Save.
Step Four: Edit a Scheduled Appointment
Double-click in the scheduled appointment Color Block to make Edits. The Color Block provides a quick visual of the appointment type. You can also drag-and-drop scheduled appointments to a new time slot. To learn how to easily re-assign appointments, click Here
The Service Appointment block will display the SA#, Customer Name, Phone Number and included Op Code with Description.