Repair Booking Agent

The demonstration company is in Sydney, so the agent writes Australian English and the emergency number is 000. Both follow your settings.

• Safety before anything else

  Every conversation checks for gas, sparking, burning smells and active flooding first. A hazard never becomes a normal booking.

  Watch it at 0:59

• Real appointment windows

  Times come from your territories, operating hours and scheduling policy. The customer picks on a calendar beside the chat.

  Watch it at 1:29

• Booked means booked

  A visit is confirmed only once Field Service has scheduled it with a technician, and the customer gets the exact window.

  Watch it at 1:38

• Service area check

  Addresses are checked against the areas your technicians cover. Outside them, it says so and logs a callback.

  Watch it at 1:56

• Emergencies to Dispatch

  A Critical work order owned by your Dispatch queue, with the same number the customer is given.

  Watch it at 2:26

• One record, not duplicates

  It finds or creates the contact, and adds a returning customer's message to their open record.

  Watch it at 2:50

• Owners

  No jobs lost after hours.

  Every inquiry is answered, logged, and either booked or handed to the right person while you're closed.

• Dispatchers

  Emergencies first, nothing to retype.

  The night's work is already in Salesforce, with a response clock and a next step on every job.

• Customers

  An answer now, not tomorrow.

  Real times they can pick on a calendar, and clear safety advice when it matters most.

• Salesforce teams

  Built the Salesforce way.

  Agentforce, Field Service scheduling, Apex actions, a least-privilege agent user and a conversation test suite.

1. 01

   Map your rules

   Work types, service areas, safety questions and wording, hours and your scheduling policy.

2. 02

   Configure in your org

   The agent, its actions, the website chat and calendar, and the Dispatch View on your work orders.

3. 03

   Test with your conversations

   Your own scenarios, replayed against your records before go-live and before every change.

4. 04

   Go live and hand over

   A runbook, the test set and a walkthrough for Dispatch, so your team owns it from day one.

• Field Service: Territories, operating hours and a scheduling policy.
• Agentforce: And Messaging for web on your site.
• Safety wording: Read to customers exactly as you write it.
• Service areas: The zip codes or postal codes you cover.
• A Dispatch queue: Where emergencies and callbacks go.

Salesforce products

AgentforceSalesforce Field ServiceService CloudMessaging for web

Editions and licenses

Agentforce must be enabled in your org. Confirm editions and licenses with your Salesforce account team; we check them in the first workshop.

Agent type

Agentforce Service Agent

From you

Field Service · Agentforce · Safety wording · Service areas · A Dispatch queue

Language

English. The agent writes in your locale and follows your wording settings.

Where it runs

Inside your Salesforce org. Records are read and written through the agent’s approved actions only.

Not included

It works in website chat today. Voice and SMS are not part of this agent. It recognizes a returning visitor in the same browser, or by the phone or street they give. It does not verify identity. Rescheduling and canceling stay with your team for now. Photos sent in the chat aren't read. Customers describe the problem in words.

Checked against the agent's last validation on 2026-11-05.

• Deployable sourceThe agent, its actions, objects and screens as Salesforce metadata, in your repository.
• Solution designA Solution Design Document with UML: architecture, data model, sequence and security.
• Test suiteApex tests on every action, plus scripted conversations replayed before every release.
• Least-privilege accessIts own permission sets, so the agent and your staff see only what the job needs.
• Runbook and handoverHow to run it, change its rules and roll back, with a walkthrough for your team.

• Least-privilege access

  It runs as its own user with permission sets written for this agent, so it can reach only what the job needs.

• Changes only through approved actions

  The agent cannot edit records freely. Every change goes through one of its 8 actions, each with one job.

• People make the big calls

  It never closes an emergency. A "false alarm" becomes a note for Dispatch to confirm.

• Runs inside Salesforce

  Agentforce runs on the Salesforce platform and its Einstein Trust Layer. Confirm which Trust Layer features apply to agents in your org with your Salesforce account team.

• Every change is on the record

  What the agent does lands as normal Salesforce records with their full history, so you can see who changed what and when.

• The review is free

  A 60-minute call with an architect about the Repair Booking Agent and your org, with a written plan you keep.

• A fixed-scope proposal first

  Before any work starts you get a written proposal with milestones. You approve it, or you do not.

• Timing follows scope

  How long it takes depends on your setup and your rules. The proposal states the milestones up front.

• Or inside a monthly plan

  Agents can be built and run through one of our monthly delivery plans, alongside your other Salesforce work.

Salesforce licenses, including Agentforce, are bought from Salesforce and are not part of our fee. See our plans and pricing →

• The live run · 3:53

  The full film of the agent on a real Salesforce org, with chapters.

  Watch the film →

• One-page brief (PDF)

  What it does, the rules it follows and what you need, on one page you can forward.

  Get the brief →

• Slide deck (PDF, 8 slides)

  For your team or steering group: the problem, what it does, the rules it follows and how we deliver it.

  Get the slides →

• Talk to an architect

  A free 60-minute session on how it would work in your org, with your processes, your data and your rules.

  Book a session →

• The whole library

  Every agent we offer, by business area.

  Browse agents →

Further reading from our architects

• Claudeforce: what actually changes for the people who run the orgSalesforce and Anthropic announced Claudeforce on 26 August 2026. What the sources actually state, what nobody has published yet, and what to do in your org before the beta reaches you.
• The grounding checklist we run before an agent talks to a customerTwelve pre-flight checks we run before an AI agent is allowed near a real customer, each with the failure it catches and the fix. A go or no-go list, not a readiness score.
• Personalisation with an agent in the loopWhere generated marketing content needs a human gate, and why the answer follows from how reversible the channel is rather than from how good the model has become.

• Does the agent make up appointment times?

  No. It offers only windows Field Service scheduling returns for your territory, and confirms a booking only after Field Service has scheduled it with a technician.

• What happens if someone reports gas or sparking?

  It stops the booking flow, gives your approved safety instructions word for word, and creates a Critical work order owned by Dispatch. It never books a normal visit for a hazard.

• Can it give prices?

  No. It tells the customer a person will confirm the rate and offers to arrange a visit.

• What if the address is outside our area?

  It says so plainly, books nothing, and logs a callback job so your team can follow up.

• Will it create duplicate records?

  It reuses the existing contact where it can, and adds to an open emergency when the same person reports it again.

• Does it work with our existing Field Service setup?

  Yes. It reads your territories, operating hours, work types and scheduling policy, and writes standard work orders and service appointments.

• What can it change in Salesforce?

  Only what its approved actions do, as its own user with the minimum permissions. Every change is a normal record with a full history.

• How long does setup take?

  It depends on your Field Service setup and your rules. We scope it with you on a call.