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Schedule Banking Appointment Solution Kit

Schedule Banking Appointment Solution Kit


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Schedule Banking
Salesforce Spring

Last updated November

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Schedule Banking Appointments
Design Considerations


Implement scalable processes to let customers schedule banking appointments

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Explore system architecture related to this solution
Industry Blueprint for Retail Banking
Reference Architecture for Retail Banking
Solution Architecture for Retail Banking
Take Trailhead modules related to this solution
Salesforce Solution Kits Quick Look

As we look ahead theres no script for how the world returns to work and customers go back into banks Providing safe banking
experiences to customers increases the opportunity to cultivate relationships and deliver products and services in a changed world
Enabling scheduling helps banks assign resources more efficiently and better address customers shifting needs As the world starts to
socialize again an increase in appointment requests is likely to strain resources
This solution kit helps you
Enable customers to selfschedule appointments from your external site
Allow appointments by location based on bank capacity resources or assets managed
Solve for logistics and personalization to deliver efficient personalized appointments using Salesforce data

Required Products
One or more of these clouds
Financial Services Cloud
Sales Cloud
Service Cloud

Schedule Banking Appointments

Industries for example Health Manufacturing Consumer Goods Workcom Experience Apps
Salesforce Scheduler Permission Set License
One license per schedulable asset or resource

Salesforce Scheduler
Use Salesforce Scheduler as the basis for your appointment booking system Salesforce Scheduler supports location and capacitycontrolled
booking use cases Let customers set appointments with specialized resources such as a particular retail associate or based on skills
Asset scheduling moves beyond solely resourcebooked appointments to provide scheduling based on more complex needs Allow
customers to book based on factors such as bank capacity private room availability or in socially distanced time slots for inbank
transactions Schedule unlimited assets in the same functionality provided for resourcebased booking
General Information
Salesforce Scheduler isnt available for Platform User license with Resource Schedules
Salesforce Scheduler isnt available for orgs with Field Service installed
Lightning Experience must be turned on for the org before Salesforce Scheduler can be enabled
Functionality Considerations
Guest Site User Inbound Scheduling allows an unauthenticated user to schedule an appointment
Enable a Experience Cloud Site or a Salesforce Site
If your scheduling process allows for unauthenticated scheduling configure the Portal and Organizational Sharing for guest user
External Sites using Embedded Services are able to expose the inbound scheduling without authentication of the customer via
Lightning Out Apps
To access Salesforce Scheduler customers must be using a supported web browser
Flow Builder Considerations
Start from Salesforce Scheduler Standard Flow Template Configure a personalized experience by enhancing flow templates with
Flow Lightning Components or Apex Actions

Use API or customer components to support use cases where mobile responsiveness and multiple timezone booking requirements

are critical When designing custom API solutions review templates for workflow considerations

Scheduler flows can be used in Communities and Embedded Services or they can be extended through custom Lightning Components
and APIs
Tip To customize standard flow templates first clone the template from the flow designer
Outbound Scheduling
Invoke outbound employeedriven scheduling flow from account opportunity and lead record pages in Salesforce using the
Schedule Appointment Lightning Action
Inbound Scheduling
Invoke inbound customerdriven selfservice scheduling flow
Authenticated customers can schedule and modify appointments in an Experience Cloud site or externally from a company website
Enable Salesforce Identity to let endcustomers authenticate with Salesforce to book and schedule appointments

Schedule Banking Appointments


General Limits
Salesforce Scheduler limits and limitations apply
For guest users times are displayed using the sites default time zone not the customers current time zone

Implement This Solution
Learn how data flows through the configurations when you schedule banking appointments
Design Considerations
Keep these design considerations in mind when you schedule banking appointments
Use these configurations to schedule banking appointments


Salesforce Scheduler Developer Guide
Create and Manage Inbound Appointments in Salesforce Scheduler
Create and Manage Outbound Appointments in Salesforce Scheduler
Set Up Inbound Scheduling

Learn how data flows through the configurations when you schedule banking appointments

Schedule Banking Appointments

Design Considerations


The customer requests to book an appointment
The customer is prompted to select a location
The customer is prompted to select a resource and a time slot
The customer confirms their selections
Salesforce creates an event and processes transactional workflows
The customer continues browsing the website

Related Content
Take the next steps in this implementation
Design Considerations

Design Considerations
Keep these design considerations in mind when you schedule banking appointments

Schedule Banking Appointments

Design Considerations

Craft a central vision by deciding on the scope of your changes identifying a team and defining key performance indicators
Identify which tools offer the functionality or levels of customization that meet your requirements
Consider the functional performance and scalability requirements
Identify use cases and scenarios Consider the following
Customers guests or unauthenticated users
Resources are people or assets People to schedule can include cashiers sales reps and curbside service agents Assets can
include room capacity parking spaces office spaces or tangible items
Consider whether resources have skills
Inbound Scheduler Customer SelfService to booking
Outbound Scheduler Scheduled by associates on behalf of a customer request

Identify Accepted Channels Website Chat chatbot SelfService Portal Customer Portal or SMS

Is the appointment virtual instore for a parking spot a scheduled room or in some other location
Consider locations time zones and other localized information

Key CrossCloud Considerations

By implementing an appropriate crosscloud engagement data model with Salesforce Scheduler you can unlock REST and SOAP API

access across Commerce Cloud Service Cloud and Marketing Cloud Seamlessly pass data attribute properties to systems for the workflows
and use cases
Salesforce Platform Keys

Contact ID or Person Contact ID Represents the business contact or the contact related to a person account

Account ID Represents the account with which a contact is associated

Lead ID By default a lead is created when a guest books an appointment To verify the correct human profile for the scheduled

engagement we recommend converting leads to an account and contact or to a person account
Note Lead use can result in poor crosscloud data quality Converting leads to contacts creates duplicate keys in Marketing
Cloud To avoid duplicate records never synchronize or send to leads via Marketing Cloud Connect To better facilitate the
data orchestration if the Marketing Cloud Connect feature is needed use account and contact data or the person account To
learn more about data modeling review the CrossCloud Engagement Data Models solution kit

Performance and Scalability Considerations
When using both Asset Scheduling and Event Management calendar sync doesnt occur for appointments assigned to an assetbased
service resource because theres no underlying user record
Resource absences can be used to block availability for the assetbased service resource For example if the asset was unavailable
due to other factors like required maintenance

Schedule Banking Appointments


You cant set the owner of a service appointment to the underlying user of an assetbased service resource because theres no
underlying user
When planning to use Salesforce Scheduler and an integration to Event Synchronizing use Einstein Activity Capture to sync contacts
and events between Microsoft or Google applications and Salesforce
Salesforce doesnt recommend using Lightning Sync with Outlook Users can incur limitations above requests per hour
Starting in Winter Lightning Sync isnt available to new Salesforce customers

Note high volume use cases up front to best design technical architectures and platform events or API strategies to facilitate high

volume concurrent customer requests For more on limit considerations refer to the Salesforce Developer Limits and Allocations
Quick Reference

Salesforce applies a limit on the number of API calls per hour period The limit is based on the Salesforce edition type and number

of licenses Consider timezone limitations on guest users

Related Content
Review earlier steps in this solution
Take the next steps in this implementation

Use these configurations to schedule banking appointments

The appointment time slots are determined based on your Salesforce Scheduler data model configurations Before setting up
Salesforce Scheduler set up these items
Setup for Service Resources Assets Service Territory Members Work Type Groups Work Types Work Type Group Members and
Service Territory Work Types
If your use case requires Guest Scheduling configure Guest Profile Access Set the default timezone for the guest user profile for the
Scheduler Extra customization is required to support the timezone mapping for guest appointments passed via APIs when flow
templates dont support use cases
Set Organization Wide Sharing for external access to default to Public Read Only on the following objects
Work Type
Work Type Group
Service Resource
Service Territory
To allow a guest to schedule appointments update the Guest User Profile to allow guests users to
Run Flows

Schedule Banking Appointments


Edit Events
Create sharing rules for guest users
Determine which records to expose to your sites guests
Set create criteriabased recordsharing rules to match your business process for the following objects
Service Resource
Service Territory
Work Type
Work Type Group
Optionally configure field level security for the Asset field on the Service Resource object
The Asset field becomes available only when your Salesforce org has an Asset Scheduling license enabled and provisioned in
the instance
Grant Edit permission to profiles that book appointments including guest profiles
Add the Asset field to the page layout for the Service Resource object
Note Unauthenticated users need defined sharing rules to access records required for the Inbound New Guest Appointment
flow This flow includes Embedded Services hosted in an Experience Cloud site or external site

Technical Architecture
Choose how you want to customize extend or enhance Salesforce Scheduler from available implementation approaches Study the

data model alongside Scheduler and Candidates API functionality

Appointment scheduling can be enabled using lowcode or highcode methods However each option offers tradeoffs and advantages
Review capabilities and limitations of tools available on the Salesforce platform to help define the best approach to support your business
process Consider the available skills of your team as you make your choices
Keep in mind other ways to extend the Salesforce Scheduler

Email and SMS

Event Management and Sync
Declarative Low Development Appointment Setup
This option requires minimal development but styling options are limited and testing is completed manually
Use the Standard Flow Template configuration with configurable customizations from Flow Builders
Use the Embedded Service component to add Salesforce Scheduler in a Salesforce Experience Builder site
To enable Salesforce Scheduler use Experience Builder and Lightning Template with standard embedded services component
configuration Use the Embedded Service components in a Scheduler component Live Agent Chat or chatbot
Low Development Appointment Setup
Enable Salesforce Scheduler on an external website Testing is completed manually
This option allows for moderate customizations
Use Scheduler through the Embedded Service component
Add a Lightning Out dependency app to your external website that gives unauthenticated users access to the Inbound New
Guest Appointment standard flow template

Schedule Banking Appointments


Moderate Development Appointment Setup
In this option use custom code and APIs to customize and host Salesforce Scheduler on an external website Testing can be
To make it available to guest users on your external website add the ltngallowGuestAccess interface to your Lightning Out
dependency app
This interface lets you build your app with Aura components and deploy it anywhere and to anyone If a user is authenticated
with the Lightning Out endpoint the session must be set in Lightninguse
Note The ltngallowGuestAccess interface is only usable in orgs that have Communities enabled The Lightning Out app is
associated with all site endpoints that you defined in the org
High Development Appointment Setup
Create a custom scheduler component on an external website and automate testing
Use a Lightning Out dependency app to apply Lightning Web Components or Aura components to manage screens and
scheduling processes

Use REST API to gain full style control The getAppointmentCandidates and getAppointmentSlots functions retrieve the

appropriate candidates and appointment slots

Use Salesforce Scheduler Resources in Connect REST API to create service appointments assign resources and create leads

Further customize the user experience to filter or sort Service Territories using radius latitude longitude sortBy and sortOrder

Virtual Meeting Experience
AppExchange packages provide options for extending Salesforce Scheduler capabilities such as providing virtual customer engagements
Note AppExchange solutions are reflective of thirdparty applications outside of Salesforce Customers make their own
determinations when picking a particular AppExchange provider Select a partner that best meets your business needs
Installing Screenmeet in your Salesforce Org

APEX API Reference

Recursive Labs
Data Sheet
Glance for Salesforce Setup Guide

Related Content
Review earlier steps in this solution

Schedule Banking Appointments


Design Considerations


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