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Claude
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A dispatcher already has a board for the day. A partner prices a second scheduler beside it, fed by a file from an old ClickSoftware workbook, and calls the file an integration. The board is ignored. The file has no duration, no skill, and no territory. The day that comes out of the second scheduler double-books a person and sends another across a region they do not cover. That is a bad day, rebuilt on purpose. The scheduler is already Agentforce Field Service and Operations. Do not add a second scheduler. The integration, if the board must hear about a job, has to carry duration, skill, and territory, or it has to stay unbuilt.
The workbook can stay in the drawer as paper. Paper is not a second brain for the day. The day has one scheduler. This page is about what that scheduler must be told, and what you record when the telling does not land.
The app
The app is the field product you already run. Two records name it, and this page quotes each once. The rebrand record says: "Field Service Lightning, acquired from ClickSoftware in 2019, became Salesforce Field Service with the Winter ‘21 release." The help page says: "Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation."
Read them in order. Scheduling acquired from ClickSoftware became Salesforce Field Service. The help page now calls that product Agentforce Field Service and Operations, and it still uses Field Service in places. Those are names for one scheduler, not a menu of schedulers you run together. A search for a Salesforce ClickSoftware app is a search for that product, under whichever of those names the screen still shows. It is not a search for a second engine.
Do not add a second scheduler. A workbook, a spreadsheet, a dispatch tool someone kept from before the rename, or a new box on a diagram does not get to book the same day. If it books the day, it is a second scheduler, whatever you call it. Turn it off as a booking system. If it only stores a note the dispatcher already typed, it is a note. Do not draw it as an integration.
Open the board the dispatcher uses this morning. That board is the app. If a proposal cannot point at it, and instead points at the workbook, the proposal has not found the app. Send the proposal back until someone has stood next to the board.
The connector
An integration that ignores duration, skill, and territory rebuilds a bad day. Those three are the object. Duration is how long the work takes. Skill is whether the person can do it. Territory is where they are allowed to do it. A call that creates a booking without all three has not integrated anything. It has dropped a job on a map and hoped. Hope is how the bad day starts.
The connector is the call that carries duration, skill, and territory into the scheduler you already run. It is not a connector into ClickSoftware as a separate product. ClickSoftware, in the record, is where Field Service Lightning came from. You do not connect back to it. You do not stand it up beside Agentforce Field Service and Operations. One scheduler receives the call. The call includes the three facts, or you do not send it.
This page does not name an API, a scoring formula, a weight, a daily cap, a middleware SKU, or a price. Neither cited record prints a formula for how the scheduler balances the three facts. Do not invent one on the diagram. Do not invent a second product to "do it properly" because the formula is absent. The formula's absence means you do not publish weights. It does not mean you may ignore duration, skill, and territory.
Write the job in one sentence. This work, this duration, this skill, this territory, booked on the existing scheduler, or not booked. If the sentence omits one of the three, it is the bad day in draft. If it names a second scheduler as the place the booking lands, it is the proposal this page refuses.
The architecture
The architecture has one scheduler. The system is Agentforce Field Service and Operations. You may say Field Service where the screen still says Field Service. You may mention ClickSoftware only as the old name, not as a box that still books. The object is duration, skill, and territory. The failure is a call that does not land with those three, so the day is wrong. Draw that. A second box that also books work fails the picture even if the three facts are written on the first box.
| What the picture must say | What you write |
|---|---|
| System | Agentforce Field Service and Operations, the scheduler you already run |
| Object | Duration, skill, and territory |
| Failure | The call does not land with those three, and the day is wrong |
Do not draw the old workbook as a system of record for today's bookings. It can be a source you read once, with a person who knows which rows are still real. After that reading, the scheduler is the board. An arrow that runs every morning from the workbook into a new engine is a second scheduler with a costume. Remove the engine.
A guide book will not know today's territories. People search for a Salesforce ClickSoftware integration guide book because the old name suggests a manual. This page is not that book, and it will not invent the manual or the weights. The picture is finished when a dispatcher can point at a job and see duration, skill, and territory on the scheduler they already trust.
If a job has no duration, do not invent one to complete the arrow. Leave the job unbooked until someone who knows the work writes the duration. The same for skill. The same for territory. A complete-looking booking with a blank you filled from habit is the bad day, wearing a tidy diagram.
When the call does not land
The failure is a call that does not land with duration, skill, and territory. The job is on the board without one of them, or it is not on the board at all, or it is on a second scheduler the first board does not show. The day is then wrong: the wrong person, the wrong place, or the wrong length. Write the job, which of the three was missing, and the time you looked. A ticket that says ClickSoftware integration failed, without the three, has not named the failure.
Check the system. Did the call go to Agentforce Field Service and Operations, or did it go to a second scheduler? If it went to a second scheduler, the failure started at the system. Stop that call. Do not repair it by copying the bad booking back onto the real board without the three facts. You would be importing the bad day.
Then check the object. Duration present or not. Skill present or not. Territory present or not. The first missing fact is the reason the call did not land as an integration, even if some other screen shows a time on a calendar. A time without a territory is not a landed call. It is a guess.
Do not invent an error code from a formula you do not have. If the board shows a state for that job, write the state you saw. If the job is missing, write that it is missing. If a second board has it, write that the second board has it, and then take the second board out of the booking path. The incident is finished when one scheduler holds the job with all three facts, or the job is openly unbooked. Both are honest. A silent double book is not.
An integration names three things
An integration exists only when the page can name the system, the object, and what happens when the call fails. A diagram that does not name those three is a poster.
The system is Agentforce Field Service and Operations. The object is duration, skill, and territory. The failure is a call that does not land with those three, so the day is wrong. A poster of ClickSoftware, Salesforce, and a truck has none of that. Take it down before it becomes a second scheduler in a statement of work.
The same test rejects an integration that is only a data load of customer names. Names without duration, skill, and territory rebuild the bad day. The test rejects a formula slide. You do not have the weights. Publishing invented weights is not a connector. It is a story about a day you have not run.
Keep the three sentences on the change request. A new field is allowed only if someone can say which of duration, skill, and territory it carries, or can say it is not part of this integration. A field that books work on its own is a second scheduler. Do not add it.
The other two pages
This page is not the implementation page, and it is not the page about what happened. How the organisation schedules, and what a change to that scheduling includes, is implementation. That work is on the ClickSoftware implementation page. The purchase and the rename as history are on what happened to ClickSoftware. Stay here for the app, the three facts, the architecture, and the call that does not land.
Do not answer a bad day with a second product, and do not answer it with the acquisition year. The bad day is a booking that ignored duration, skill, or territory, or a call that never reached the scheduler you already run. This page tells you to name that. The other pages tell you what was bought, and how a real change is scoped. Link them. Do not price a second scheduler as the link. This page will not print a price.
A partner who brings a guide book and a new scheduling engine has missed the board. Stand at the board. Read a job's duration, skill, and territory. If any is absent, that is the work. If all three are present and the day is still wrong, say what you saw, on that job, in Agentforce Field Service and Operations. The book does not outrank the board.
Write the job, the duration, the skill, and the territory, and whether the existing scheduler shows them. If you cannot write them, do not book the job from a file. If a second scheduler already booked it, stop that scheduler from booking again. One board. Three facts. A day you can defend. Then stop.
