Posts

Extended Working Hours for Privileged Customers

Problem Statement

Consider a bank with Operating hours 9AM to 5PM and a wealth manager Sam who works flexible hours 8AM to 6PM. During regular operating hours Sam is available to take any type of appointments, however for “Privileged” customers he doesn’t mind talking to them as early as 8AM and as late as up to 6PM (additional 2 hours – beyond the operating hours).

How do we let Privileged customers book appointments that ignore operating hours?
The answer might look simple – we do NOT want to use the Operating hours when it comes to privileged customers – instead use the service resources shifts.

But at the same time we should let normal customers to book appointments during regular hours, which means we need to use the Scheduler features of Shifts & Operating hours at the same time.

That’s exactly the reason for this blog – to explain how to achieve this by understanding the basics of scheduling policies, which are like the rules used by the Scheduling engine.

For every standard Scheduling Flow that does help with Appointment scheduling it is mandatory to use a scheduling policy (if ignored, the default one that is shipped with the product out of the box is used) – which is a way to define the rules we want to run the scheduling flow with. In certain business use cases it is necessary to use different combinations of these rules within a scheduling flow.

Lets try to understand some commonly used rules of scheduling policies before we solution the problem

What are Scheduling Policies?

Scheduling policies enforce one or more rules that help you find the best service resources for appointments. Rules that are used by the Scheduling Engine while calculating Time Slots are explained in detail in our help here. Combinations of these Rules define the policy that can be used for a specific appointment booking experience.

Here are 3 rules on the scheduling policy we will try to understand

  1. Use ONLY Operating Hours and Do NOT use Shifts
  2. Use Service Territory Member’s Shifts
  3. Use Service Territory Operating hours with Shifts

OPTION 1 – Consider ONLY Operating Hours and Do NOT consider Shifts

Operating Hours represent the time slots during which appointments can be scheduled. Administrators can define these timeslots specific to a timezone. Scheduler provides the flexibility to specify the Operating hours at a Service Territory or at a Service Territory Member level. Administrators have to mention either or both of them to let the Scheduler Engine calculate the precise availability of resources and timeslots.

Rules to use when we want to consider Service Territory Operating Hours as setup in the Scheduling Policy

If we use these rules on the Scheduling policy – every customer will ONLY see time slots from 9AM to 5PM. Even our advisor Sam will be ONLY available 9AM to 5PM.

OPTION 2 – Use Service Territory Member’s Shifts

Rules to use when we want to consider Service Territory Member’s Shifts INSTEAD of the Operating Hours

When the “Use service territory member’s shift” is checked alone on a scheduling policy – the scheduling engine will totally SKIP considering the Operating Hours set for the Service Territory Member (either at the service territory or the service territory member record level).

If we use these rules on the Scheduling policy – our advisor Sam will be available to take appointments from 8AM to 6PM. This is the rule we should be using for privileged customers.

OPTION 3 – Use service territory’s operating hours with shifts

Rules to use when we want to consider Service Territory’s Operating Hours ALONG with the Member’s Shifts.

When the “Use service territory member’s shift” is checked along with “Use service territory’s operating hours with shifts” on a scheduling policy – the scheduling engine will totally consider the intersection of shifts and service territory operating hours when determining the availability of service resources.

If we use these rules on the Scheduling policy – our advisor Sam will be available to ALL Customers from 9AM to 5PM. We can use this scheduling policy as default.

Using multiple scheduling policies in the same flow

Standard Scheduler Flow templates come with a global flow variables which can be customized as per our business use case and needs.

SchedulingPolicyName flow variable lets you specify the scheduling policy we intend to invoke from the flow.

Since in our example we want to use 2 different scheduling policies we can validate the customer tier (a custom field on the account object that maintains the customer tier information) and based on the tier information, we can specify the scheduling policy name in the flow.

Extending availability for Privileged Customers

This is how a customized scheduling flow (outbound new appointment in this example here) looks like

From Pratyush Kumar : Orchestrate Appointment Experience based on Language selected

Introduction :

This blog suggests a way that allows appointment booking with service resources who have support for a set of languages. Thus, we will be adding language support to our existing Appointment Booking flows.

Problem Statement:

Let’s say we have a Service Resource who can speak only a certain set of languages, say Hindi and English and another who can speak in only Chinese. Even though each of the resources have all the relevant skills for attending a Work Type, he/she will not be able to drive the appointment since they cannot speak a certain language.

By introducing language support we will try to eliminate this problem.

Solution Approach:

  1. We manage a multi-select pick-list custom field on the Service Resource Object which will store the list of languages the resources can support
  2. Add a selection to the flow that will display the languages – so that requestor can opt for languages he/she prefers to get the service in
  3. After selection of languages in flow, the FilterByResourceIds is populated by intersection of ( getAppointmentCandidates API call and SOSL to fetch resources supporting the list of languages)
  4. List the available service resources by filtering out those who know a specific language by leveraging “filterByResources”

Setup Steps:

Create a Global Value Set

Create a new Global Value Set , with a defined set of language values.

Screenshot 2022-11-16 at 9.09.20 AM.png

Add a Multi-Select Picklist Field on Service Resource

Add a multi-select picklist field on Service Resource which takes values from the earlier defined global value set.

Screenshot 2022-11-16 at 9.12.19 AM.png

Create an Apex Class

Add following code to create an Apex Class ( Note that this class method will be used to set the FilterByResourceIds parameter):

There are two ways in which we can create this action.:

  1. When there are many STM records for the selected ServiceTerritory, an extra API call can be used to reduce the scope of our query.

public class MultiLanguage {

   @InvocableMethod(label=’Get Service Resource Ids’)

   public static List<String> getServiceResourceIds(List<Input> inputs){

       lxscheduler.GetAppointmentCandidatesInput input = new lxscheduler.GetAppointmentCandidatesInputBuilder()

               .setWorkTypeGroupId(inputs.get(0).workTypeGroupId)

               .setTerritoryIds(new List<String>{

                       inputs.get(0).serviceTerritoryId

               })

               .setStartTime(System.now().format(‘yyyy-MM-dd\’T\’HH:mm:ssZ’))

               .setEndTime(System.now().addDays(14).format(‘yyyy-MM-dd\’T\’HH:mm:ssZ’))

               .setAccountId(inputs.get(0).accountId)

               .build();

       String vString = lxscheduler.SchedulerResources.getAppointmentCandidates(input);

       List<Object> list1 = (List<Object>)Json.deserializeUntyped(vString);

       Set<String> test1 = new Set<String>();

       for(Object obj:list1){

           Map<String,Object> map1 = (Map<String,Object>)obj;

           List<Object> test2 = (List<Object>)map1.get(‘resources’);

           for(Object s:test2){

                test1.add((String)s);  

           }           

       }

       System.debug(‘[RETURNED_RESULT]’ + test1);

       String languages = inputs.get(0).languagesSelected;

       List<String>languagesList = languages.split(‘;’);

       languages = ‘(\” + String.join(languagesList, ‘\’,\”) + ‘\’)’;

       List<ServiceResource> resources = DataBase.query(‘select id from ServiceResource where Languages__c includes ‘ + languages + ‘and id in :test1 and IsActive = true’);

       List<String> list2 = new List<String>();

       for(ServiceResource r:resources){

           list2.add(r.id);

       }

       return new List<String>{String.join(list2, ‘,’)};

   }

   public class Input{

       @InvocableVariable

       public String serviceTerritoryId;

       @InvocableVariable

       public String workTypeGroupId;

       @InvocableVariable

       public String accountId;

       @InvocableVariable

       public String languagesSelected;

   }

}

  1. In cases when the count of STM is not that large we can directly query without an extra API call.

public class MultiLanguage2 {

   @InvocableMethod(label=’Get Service Resource Ids2′)

   public static List<String> getServiceResourceIds(List<Input> inputs){

       String languages = inputs.get(0).languagesSelected;

       List<String>languagesList = languages.split(‘;’);

       languages = ‘(\” + String.join(languagesList, ‘\’,\”) + ‘\’)’;

       String serviceTerritoryId = inputs.get(0).serviceTerritoryId;

       List<ServiceTerritoryMember> resources = DataBase.query(‘select ServiceResource.Id from ServiceTerritoryMember where ServiceResource.Languages__c includes’ + languages + ‘and ServiceResource.IsActive = true and ServiceTerritory.Id =:serviceTerritoryId’);    

       List<String> list2 = new List<String>();

       for(ServiceTerritoryMember r:resources){

           list2.add(r.ServiceResource.Id);

       }

       return new List<String>{String.join(list2, ‘,’)};

   }

   public class Input{

       @InvocableVariable

       public String serviceTerritoryId;

       @InvocableVariable

       public String workTypeGroupId;

       @InvocableVariable

       public String accountId;

       @InvocableVariable

       public String languagesSelected;

   }

}

Flow:

  1. Clone the existing Outbound New Appointment Flow.
  2. Add following Elements:
    • Variable : selectedLanguages of type Text.
    • Screen : Language Screen ( This screen will show the picklist values of Global Value Set to choose from set of languages )
      • Add a Multi-Select Picklist Component to the Screen
      • Under the Choice setup, add a New Choice Resource with theses values 
Screenshot 2022-11-16 at 9.29.51 AM.png
  •  Add Label and API Names to this screen 
Screenshot 2022-11-16 at 9.33.49 AM.png
  • Assignment( Assign Selected Languages):
Screenshot 2022-11-16 at 9.36.28 AM.png
  • Apex Action ( languageAction )
    • Choose Uncategorized under Filter By Category
    • Add the apex action which was created earlier i.e “Get Service Resource Ids
Screenshot 2022-11-16 at 9.41.26 AM.png
  • Decision : (ShowCandidateScreen)
Screenshot 2022-11-16 at 9.43.38 AM.png
  • Screen(Error) : This will show error if there exists no resource which supports the languages selected.
Screenshot 2022-11-16 at 9.47.16 AM.png
  • Order the flow as suggested in the image below
Screenshot 2022-11-16 at 9.20.20 AM.png

Video: (Working Solution)

From Chris Albanese: Scheduler – Book multiple appointments using Flow and the LxScheduler namespace

Introduction

Salesforce Scheduler provides a precision scheduling experience, powered by flow that allows your prospective customers, customers, and employees to schedule appointments with ease and allows you to build stronger relationships with your customers.

Often times, a customer would like to schedule or is required to schedule more than 1 appointment. For example, in one scheduling session, a customer might want to schedule an initial consultation and a follow up appointment 2 weeks later – in other words, schedule the 2 appointments together.

The .gif above depicts scheduling 2 appointments during 1 scheduling session using the customized flow described in this document

Current Situation / Challenge

Product Capability

Scheduler only schedules 1 appointment at a time. Your customer might schedule the first appointment only to find out that the second appointment is not available. Or they might forget to schedule the second appointment.

Complexity of Custom Development

The good news is that Salesforce Scheduler has a robust API available, allowing customers to create their own scheduling experiences to meet their needs. The not so good news in this is that if you use the API to find available appointments, you need to build your own screen to display those to the user. In other words, the Time Slot Selection screen that comes with Scheduler cannot be customized.

The screen above cannot be customized. For example, you cannot allow a user to select 2 time slots.

A Lower Complexity Custom Solution

You can build a custom scheduling solution which can provide options to select two timeslots by leveraging a few things which are mentioned below.

And this solution really has a basic UI. In its current form it is best suited for an internal user. For external use, you should extend the solution to provide more natural calendar controls (like the out of the box timeslot selection component that Scheduler provides). That, of course, will require more complexity, but certainly worth if to deliver a superior user experience.

Scheduler LX namespace / Apex Methods

Use the Scheduler LX namespace to easily get available time slots. For example, call the GetAppointmentCandidates method to get 2 lists of available times slots. Create an @invocableMethod that will allow you to call this from a Flow.

Flow Datagrid Pack

Use this package to display the available time slots from the API call and allow the user to select these. This package can be found on the appexchange. https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000GAZr7UAH

Flow

Use the power and flexibility of Flow to connect both of these together as well as leverage existing Scheduler flow screen components such as Select Territory to create a custom scheduling experience.

Installation / Technical Details

Using the above mentioned custom options, here is a version of the custom solution that we built to attain the experience we discussed.

You can Install this package in your sandbox and check it out for yourselves. Use it to jump start your own custom scheduling solution for booking more than 1 appointment at the same time.

Create an Account Action (or Opportunity, Lead or Case) to launch the flow called LX Book 2 Appointments that is included in this package. Package link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4x000000NXkl&isdtp=p1

Github Repository (does not include Flow Datagrid Pack): https://github.com/cxalbanese/LX-Multi-Appointments

Components

AppExchange Package

  • Flow Datagrid Pack – this solution uses the DataGrid Pack – Tiles screen component to provide a user interface for selecting a time slot. The package link above contains the Tiles component already and does not need to be installed from the appexchange.

Apex Classes

  • LXGetSlots – a class with an @invocableMethod. This class calls the getAppointmentCandidates API to fetch available time slots. This class will format the results so they can be rendered in the DataGrid Pack – Tiles component.
  • schedulerCandidates – represents a time slot returned from the API
  • LXGetSlotsTest, TestUtility – Test class and test class helper

Flows

  • LX Book 2 Appointments – this flow is set up to allow booking of 2 appointments
  • LX Get Slots Helper Flow – this flow is called by LX Book 2 Appointments. It calls the LXGetSlots apex class to get time slots
  • LX Service Appointment Helper flow – this flow is called by LX Book 2 Appointments. Its purpose is to create a service appointment for a selected time slot. It uses the Scheduler Save action and it has a formula field to construct the JSON needed for the Save action

LX Book 2 Appointments flow – calling the API

LX Book 2 Appointments flow – creating 2 appointments

Customize it!

If you want to book 3 or more appointments instead of 2, add additional steps to the LX Book 2 Appointments Flow.

  • Any variable that ends with a ‘2’ should be replicated and end with a ‘3’
  • Formula fields that you replicate should also have 2’s replaced with 3’s
  • Replicate the pattern you see in the flow to find slots for the 3rd appointment
  • Add a Datagrid Pack – Tiles screen component for the 3rd appointment to the Select Slots screen
  • Replicate the pattern you see in the flow for the saving of the appointment

  • Replicate the LX Get Slots Helper Flow 2 step. Note the pattern to determine if slots were found and replicate those
  • Replicate the LX Service Appointment Helper Flow 2 step and related steps. Note the pattern to determine if slots were found and replicate those
  • When replicating a step, make sure to update any input/output variables from ‘2’ to ‘3’.
  • Add Datagrid Pack – Tiles component for the 3rd appointment, make sure to update any input/output variables from ‘2’ to ‘3’.

From Sunil Nandipati: Scheduling a Contact

Problem Statement

With Salesforce Scheduler, it’s easy to embed appointment scheduling into standard Salesforce workflows, such as leads and referrals, opportunities, accounts (and person accounts in the B2C Model) and ALSO cases (as of Winter ’23 release).

But NOT for Contacts (with B2B model).

In this blog, we will look at options to schedule a contact.

Note: Field Service Lightning Product extends this to additional objects – Work Order, Work Order Line Item and Asset.

Understand Scheduler OOTB Behavior

Before we start looking at an option how we can customize the experience for scheduling around a contact, lets try to understand the core objects we have from Salesforce Scheduler that capture a booked appointment using the OOTB behavior and how we can reuse the existing OOTB available references.

  • Service Appointment
  • Assigned Resources
  • Event

We will keep our focus understanding the relationships and the references

ObjectFieldData TypeUsage
Service AppointmentParentRecordLookup(Account, Opportunity, Lead, Case)Using Salesforce Scheduler we can create a Service Appointment only around Account, Opportunity, Lead or Case.
Service AppointmentAccountLookup(Account)Defaults to the Customer account’s for inbound, Left blank for a Lead, Case and related account if booking around an opportunity.
Service AppointmentContactLookup(Contact)Defaults to the user’s contact record when requesting from a customer community via an inbound authenticated user booking scenario. Left blank otherwise.

We will use this standard field to Stamp the Contact ID – during Service Appointment creation when doing an Outbound Scheduling from Internal Salesforce in this blog.
Assigned ResourceServiceAppointmentMaster-Detail(Service Appointment)Service Appointment object does NOT hold the service resource information, it is primarly stored in the Assigned Resource object. This is the reference to Service Appointment.
Assigned ResourceServiceResourceLookup(Service Resource)Service Resource reference (can be either a user or an asset)
Service ResourceRelatedRecordLookup(User)Service resource object reference to a User – which can be either a Platform Starter / Partner Community / Customer Community Plus / Salesforce license type user
EventWhoIdLookup(Contact,Lead)Events are like your calendar events. The person who will attend this event is captured here.
EventWhatId (Related To)Except Lead and Contact, Other objectsAnd this event is related to what in Salesforce
EventServiceAppointmentLookup(Service Appointment)When Event Management is turned ON on the Scheduler settings, every time a service appointment is created, it creates a related Event – this is to hold that references
EventOwner (Assigned To)Lookup(User,Calendar)Represents the owner of the record (internal user or an external calendar)

Customization Guidance to schedule a Contact

Having looked at the above objects and references, it is pretty much clear that we CAN reuse the existing Contact lookup on Service Appointment. When using Events, we WILL have to make sure the related EVENT gets created with this Contact reference as well.

To achieve this we need to modify the existing template slightly. Try these steps outlined below

  1. Start with a cloned flow from the template (In this example we have cloned the “Outbound New Appointment” template to create a flow called “Outbound New Appointment for Contact”)
  2. Since we plan to launch this from a Contact record, the recordId will be the Contact.Id that will be passed to the Flow. So we need to make sure we capture the Contact.AccountId as well. Create a variable to capture the AccountId. Service Appointment ParentID field can only accept records from Lead, Account and Opportunity, so lets make sure we pass the account information from the Contact
  • Assignment – Set Initial Values :: make sure the recordId is assigned to ServiceAppointment.ContactId
  • Screen – Attendees Screen :: ensure the Contact ID assignment is NOT empty – change it to {!ServiceAppointment.ContactId}
  • Screen – Review Screen :: ensure the Contact ID and Parent Record ID assignments are correct
  • Finally make sure the Event Management is turned ON
  1. Save the Flow and Activate it
  2. Add a Lightning Action to Launch this flow
  • Add this Lighting Action to your Contact Page Layout
  • Finally, test it for yourself. Here is a demo of the same configuration tested on a developer trial org

Considerations when using with Field Service

As mentioned in the preface – Scheduling an appointment gets extended to additional Objects which are NOT supported by Salesforce Scheduler when using Salesforce Field Service product (Earlier Field Service Lightning).

Some considerations to keep in mind when using both products – https://help.salesforce.com/s/articleView?id=sf.ls_limitations.htm&type=5

Especially with both the products (Scheduler and Field Service) in the same org, ensure you take extra care around Event Management using a custom route rather than turning ON the Event Management option as mentioned above.

From Chris Albanese: Enhancing the Share Availability Feature with Appointment Invitation configurations

Background

The Summer ’22 release of Salesforce Scheduler introduces an amazing new feature called Share Service Resource Availability by Using an Invitation URL. This feature allows a service resource to easily generate a URL that their customers and prospects can use to schedule appointments with them.

Above: Help and Training Article describing the new feature

At the heart of this feature is a new object called Appointment Invitation. When a service resource generates their URL, a record is created in this object.

Appointment Invitation schema depicted below (partial)

Like most objects in Salesforce, you can add custom fields to this object.

Why would you do this?

This allows the service resource to personalize the invitation, meaning you could do something as simple as displaying information to the customer while they are scheduling an appointment from this invitation.
Additionally, you can perform more complex processes such as writing the information to the service appointment that is created.

Example Configuration – Basic

Let’s look at a simple example.

We are going to allow the Service Resource to enter a friendly message that they want the customer to see when the run the scheduling flow.

Add a new field to the Appointment Invitation object. In my example, I added a text field called additional info.

Grant field level security to the service resources that will use this and the community/guest community profiles that will be viewing this information.

Modify the Generate Appointment Invitation flow to prompt the service resource for the additional information and then save that to the Appointment Invitation object, as depicted in the screens below.

Seeing the Results

Here we see our Service Resource entering a message while running the flow to create the invitation URL.

Displaying the additional information message to the Service Resource on the confirmation screen.

Here we see the customer running the flow. They received an email with the URL (not depicted), clicked on it and landed here, with the additional information message displayed to the user.

Example Configuration – just a smidge more configured than the basic example above

What if we wanted our Service Resource to select a related Marketing Campaign and then send an invite. All service appointments created from that invite should be linked to that campaign.

Data Model, Security and Sharing Changes

  • Add a lookup relationship field on Appointment Invitation to the Campaign object
  • Add a lookup relationship field on Service Appointment to the Campaign object
  • Grant field level security on these fields to community/guest community users
  • Create sharing rule on Campaign object to share campaign data with community/guest community users

Data model changes depicted below

Flow Changes

Generate Invitation Flow

  • Add a Campaign picklist and related Record Choice Set
  • Save the selected Campaign to the Appointment Invitation Object

Generation Invitation changes depicted below

Book Appointment from Invitation Flow

  • Add an Update Record Step after the Save Appointment step to save the Campaign Id to the Service Appointment
  • For guest users, make sure you run this flow in the System Context without Sharing – Access All Data

Book Appointment from Invitation changes depicted below

Running the Flow

Service Resource

Service Resource running the Generate Appointment Invite flow and selecting a Campaign

Customer/Prospect

Their experience has no change. But when the schedule an appointment, the service appointment stores the campaign id.

Service Resource

Service Resource reviewing Service Appointment. Note Campaign is associated with the service appointment.

From Chris Albanese and Chris Hartt – Scheduling 1 appointment with multiple work types

Background

What if your business offers appointment booking for multiple services with a single appointment. For example, you offer auto services and allow customers to select from a menu of options, such as oil change, tire rotation, brake service and others. The customer may select 1 service or multiple services, and depending on the services selected, the duration of the appointment should be long enough enough to accommodate the selected services.

2022-05-14_20-43-34.png

Above: Example of a flow screen prompting a user to select 1 or more auto services

What if you also had many store locations, and each store might offer a different menu of options. For example, the Wakefield store offers all services but the Reading store does not offer brake services.

With Salesforce Scheduler, you can accommodate this out of the box by creating many Work Type Groups to represent the combinations of services.

Consider the following table of Work Type Groups with its limitless number of combinations

ServicesDuration
Oil Change30
Brakes60
Tire Rotation30
Wiper Service15
Oil Change and Brakes90
Brakes and Tire Rotation90
Tire Rotation and Wiper Service45
Oil Change and Wiper Service45
Brakes and Wiper Blades75
…and many more combinations

But, this is probably not the most practical way to offer a menu of services. This document describes an alternative approach which includes 2 custom fields and a small bit of Apex code. Check out the details below.

Solution Overview

This solution allows you to run the Scheduler flows with a few minor configurations and an Apex @invocableMethod, allowing the user to select the desired services and perform precision scheduling without all of the permutations of work type groups.

The solution consists of custom fields on the Work Type object and Service Appointment object, an Apex Class, Work Type Group and Work Type data organized in a specific way and a configured flow. The flow makes use of the FilterByResourceIds parameter to ensure only those resources who have the skills needed are returned.

Objects

Work Type Groups

Create Work Type Groups only to reflect the duration of the services required. For example, Work Type Groups called 30 Minutes, 45 Minutes, 60 Minutes, 90 Minutes, etc. These are tied to Work Types with the respective durations.

Skills

Create Skills for each service required. For example, create an Oil Change Skill, a Brake Service Skill, a Tire Rotation Skill and so on.

Service Resources and Service Territories

Create Service Territories to represent the store locations and create 1 resource for each service lane or bay present in the store. Assign skills to service resources to define the services offered. For example, if the store offers oil changes and brake service, but no other services, then assign only those 2 skills to the service resources associated with the store.

2022-05-14_21-29-27.png

Service Appointment

Add a custom text (255) field called Selected Services. This will store the id’s of the work types that were selected by the user. This can be used by a rescheduling flow (not described in this document).

Work Types

Add a custom picklist field called Service Type, with values of Service and Scheduling.

Create 2 types of Work Types:

Service Work Types

These are work types that represent each service, the skill required and the expected duration. For example,

WT Name = Oil Change, Skill Required = Oil Change, Duration = 30 Minutes, Service Type = Service

WT Name = Brakes, Skill Required = Brake Service, Duration = 60 Minutes, Service Type = Service

These work types are not assigned to any work types groups or service territory work types.

Scheduling Work Types

These are work types that represent a total duration, have no skills required and the expected duration. For example,

WT Name = 30 Minute Service, Duration = 30 Minutes, Service Type = Scheduling

WT Name = 60 Minute Service, Duration = 60 Minutes, Service Type = Scheduling

These work types are assigned to Work Type Groups (see screenshot below) and they are assigned to service territory work types.

2022-05-13_15-59-47.png

Pic above: Work types for Service (with Skills required) and work types for Scheduling (no Skills required)

2022-05-14_20-46-56.png

Pic Above: Work Type Groups just for Scheduling

Apex Class

An Apex class is used to determine the scheduling Work Type Group which is just large enough to cover the list of input Services. It accepts a list of Work Type ids and returns a Work Type Group id and a text field containing a comma separated list of Service Resource ids who have the skills required for the input Services.

The code for the apex class and a test class is contained in the package file at the end of this document.

Flow

Modify the Inbound New Guest Appointment flow to prompt for the services required (service work types), call the apex class and then present the list of time slots available.

2022-05-14_21-47-10.png

Pic Above: Flow with new steps added to prompt for services and call the apex class.

2022-05-14_21-48-19.png

Pic Above: New Screen which prompts for services. Select services is a picklist tied to a record choice set which selects only Work Types where Service Type = Service.

2022-05-14_21-51-21.png

Call to Apex which returns the applicable work type group id with the duration large enough to accommodate the selected services. Also set the FilterByResourceIds field, which will be used in the select location and select time slots screens.

2022-05-14_21-50-38.png

Video of it in action

Check out the short video below.

Package

Try it yourself in your own sandbox. The custom fields, Apex Class, Test Classes and an example of a configured Inbound New Guest Appointment flow are included in this repo.

Github Repository

Notes

FilterbyResourceIds limitation

Since FilterbyResourceIds is limited to 50 service resource ids, you should ensure that you pass in a service territory id to the Apex Method so as not to exceed this limit.

Modify line 24 of the Apex code to select the specific service territory selected by the user.

listST = [select id from serviceterritory where isactive = true];

Lines 50-56 contain code to limit the total number of service resource ids to a maximum of 50. If the limit of 50 changes in a future release, you should change this code to reflect the new limit.

Rescheduling Flow

A rescheduling flow is not included here. If rescheduling is part of your use case, use the Service Appointment custom field created in this package to retrieve the services selected by the user when the appointment was scheduled. Add the custom screen and call to the Apex method to retrieve the corresponding scheduling Work Type Group, similar to how the flow in the package has been configured.

From Brad Shively: Create MS Team Meetings from Salesforce (with Salesforce Scheduler)

Introduction

The use case is fairly straightforward, as a customer of a bank, I want to schedule an online meeting with my advisor and discuss my accounts. The technology the bank wants to use is MS Teams.   

The technology usage behind this particular demo is to simply create a meeting in MS Teams via an API which returns a URL that parties can click on to launch Teams( either browser or desktop ) and have a meeting. There is a lot more that can be done, but this integration is to show the possibilities with the connection

Technology Utilized

Listened below are the main technologies and configurations used in the demo preparation.

Main SaaS Tech Stacks

  • Salesforce Scheduler
  • MS Teams Online Meeting
  • MS Graph Rest API’s

Demo Setup Technology

  • MS Azure Development Account – Needed to setup a MS Teams Environment
  • Salesforce Org 
  • Postman – To easily test the setup and API’s
  • <optional>MS Visual Studio – Used to write and deploy code
  • Apex Classes
    • Invocable Methods setup to make available in Flows
    • Test Classes
  • Auth Provider Setup in Salesforce
  • Named Credentials
  • Salesforce Flows – To provide the screen navigation, call Azure to get the meeting, and update the appropriate records. 

Demo Flow High Level

This section describes the general flow of the demo from start to finish when showing to the customer. This is a specific flow for the customer this demo was prepared for. You can tailor or make your own flow(s) for your customer. 

  • Customer goes to the portal to schedule a meeting, leveraging the Salesforce Scheduler. 
  • This demo has an authenticated flow, there is a person account associated with the demo. 
  • Enter the required information from the screen 
    • Click by previously scheduled service appointments or search for a banker. 
    • Click Next
    • Click on a Work Type Group → Select the type => Click Next
    • Select Video Call
    • Enter a address → San Francisco → Select a branch 
    • Choose a date in scheduler
    • The call to MS Teams is done at this point and a URL is returned to the “Additional Information” Section. Note, this could be put anywhere but for the purpose of the meeting we chose here. 
    • Click on next and a new Service Appointment is created with the Meeting URL in a custom field that can be accessed to launch a teams meeting. 

The integration behind the scene created a MS Team meeting valid link that can be clicked on to start a team meeting. This utilized the MS Graph API, OAuth/Open ID authentication/authorization, and Apex Callout to create and return the meeting. 

Demo Details

This section will describe the setup needed to execute the demo. What is described is the particular flow used to validate and test the integration. The entire section for Postman is completely optional, but it is suggested to do this to validate and debug. In our case, it was invaluable in determining the exact headers to place into the API. In the initial development, Postman was first used outside of Salesforce to ensure the API format was correct and the authentication/auth was setup correctly in Azure.

Microsoft Azure Setup

The first piece that is needed is a Microsoft Developer Account to be able to setup a new Azure environment. We won’t go into the details here on all of the steps, the directions are straightforward. When it gets to the point of asking what features you want to add, make sure you add in the MS Teams option that will be available. 

Setup Salesforce/Postman Application in Azure

The first thing needed is to setup a new custom application in Azure AD that will be used to generate the authentication and authorization needs for Salesforce connections and optionally Postman Connections. You can create two apps, or in my case, I just created one to handle both. 

App Setup

  • Create a new App from the App Registrations link along the left hand side and click on New Registration
  • Fill out the form and leave the defaults as they are. We will fill in multiple redirect URI in a later step. 

API Permissions Setup

  • Click on the API Permissions from the left-hand side of the application you have created. (Click the application from the previous step)
  • Create the API Permissions needed for MS Teams Online Meetings. In addition, add a few extra permissions to ensure the token can be refreshed. The permissions can be found in the Graph API docs. We added a generic one for read and Mail.Read for testing purposes, they are not fully required. Once the permissions are added click on the “Grant Admin Context for … ”. The status will be red until this is done.
    • Mail.Read offline_access OnlineMeetings.ReadWrite OnlineMeetings.ReadWriteAll User.Read

Certificate Setup

In this section we will create the client key and secret which will be used in the Postman and Salesforce integrations to authenticate into Azure and Teams.

  • Click on the Certificates & Secrets Menu item on the left hand side. 
  • Click on New client secret
  • Enter a new description and the expiration of the secret. You can choose whatever you like or keep the default.
  • Copy the Secret Key Value for use later when setting up the authentication sections of Salesforce and Postman
  • The Secret ID is an Azure ID, it will not be used anywhere. The ID that is used is the Application(client) ID from the application you created. We will show this in detail later. 

Authentication Setup

This section covers the Authentication Setup that will be needed. This section will be done when you are ready to setup either Salesforce and/or Postman to Authenticate and setup the redirect URI authorization from the client request. Additionally, the Endpoints needed for authorization and token endpoints locations are covered in this section. If this is the first time through the setup, you most likely won’t have the redirect URI’s available but for document cleanliness, we are keeping the Azure setup all in one section.

  • Click on the Authentication menu item on the left hand side. 
  • Click on Add a Platform link to add a platform. 
  • Click on Web Platform
  • Add the redirect URI from your application( the location of these URI’s from Salesforce and Postman will be shown later ).
  • The image below is an example where the Postman and Salesforce API’s have been added. In this case, 1 Postman and 2 Salesforce Demo Environments are part of this application.
  • The Endpoints needed for the configuration of the applications can be found on the overview section of the application you have configured. Click on the Endpoints link from the overview and the first two endpoints are used when configuring the authentication.

Salesforce Setup 

This section describes the Salesforce Setup needed to access MS Teams. It is strongly advised to setup Postman first to validate and test the API as well as get familiar with the API before jumping into Apex coding setup. This section will consist of Authentication setup, the Named Credential, and the Apex code needed to create a Teams meeting and retrieve a URL. Additionally, this will provide the callback referenced in the Azure section which will be needed to complete the Authentication section in Azure. 

Auth. Provider Setup

The first step is to create the Authorization Provider configuration to connect to Azure. You will need the Secret Key(Value) from the Certificate setup in Azure as well as the application id. 

  • Enter Salesforce Setup→Auth.Providers→New
  • Choose Open ID Connect from the Provider Type drop-down.
  • Name the Auth Provider. 
  • URL Suffix → Can make the same as the name.
  • Consumer Key → This is the Application ID from Microsoft Azure. This is found in the Overview Section of your App in MS Azure.
  • Consumer Secret → This is the Secret Value from the Certificate setup done previously in MS Azure. 
  • Authorization Endpoint URL – This is the OAuth 2.0 Endpoint given in the Azure Setup Above
  • Token Endpoint URL – This is the OAuth 2.0 token endpoint given in the Azure Setup above. 
  • Default Scopes<optional> – We set the scopes in the named credentials but they could also be set here. In this example we just set the online meeting read/write. When setting the scope, the values are delimited with a space.
  •  Make sure all 3 options are checked for Send Access token in Header, Send client credentials in header, and include customer secret in API response.
  • Use the defaults for the remainder.
  •  Save
  • Click on the newly defined Auth Provider to open it up
  • Copy the Callback URL that is shown in the Salesforce Configuration. If you have Experience Cloud setup and you are using those domains, then add those callback URLs as well to the Azure configuration.
  • Take the callback URL you copied above and back in the MS Azure AD setup for your application, add this to the redirect section. Do this by clicking on Add URI. 

Named Credential

Creating a named credential will perform the authentication to MS Azure and do the Oath validation. Here is where the MS Authenticator is used( I set mine to auto approve ) to validate the OAuth connection. It will prompt you to login to your instance of Azure. The login will be the MS Azure login/id that was created during the setup of the developer instance. 

A couple of notes for this setup. The example shown only accesses the one API for creating an online meeting in MS Teams. This could be a general named credential to just the Graph root level and you can append the rest of the API in the code. Alternatively, you can create a named credential for each of the API’s or perhaps the most commonly used ones. 

  • In Setup→Named Credentials click on New
  • Enter the label and the URL of the API Endpoint you wish to access. In this case, the full API is used for the onLineMeeting for Delegated access. The application access has a different signature. 
  • Identify Type will be Named Principal.
  • Auth Protocol will be be OAuth 2.0
  • Select the Auth Provider created in the previous step. 
  • Scope: very important! The scope here will match the scope you created in MS Azure for the application. It is space delimited. 
    • Values: OnlineMeetings.ReadWrite User.Read Mail.Read offline_access
  • Check on Start Auth Flow on Save
  • Generate Auth Header is checked
  • Click Save and this will trigger the actual connection to Azure and validate the Authentication
  • When you Save, the Oauth flow will initiate.
  •  If successful, you will see Authenticated in the Authentication Status in Salesforce. If it fails, you will get a failure screen from MS Azure. 
    • Common Issue: Used the wrong secret key or id. Double check in the Auth. Provider those are correct.
    • URL Endpoint is in valid: Check your URL Endpoint. (one reason to use Postman first)

Salesforce Application Code

This section will review the Apex application code needed to make the Rest API call to set up a teams meeting and retrieve the meeting URL from the Teams Server. The code is not production quality but instead is a sample to prove the concepts. The current iteration does not accommodate error handling in a meaningful way nor does it do much more than create a meeting. The goal of this good is to demonstrate the basic connection for customers and proof of concept the meeting invite is ready. The sample code will be in two parts, the first part is a test class that can be used to validate the connection and result. Once that is working, then the 2nd class uses @InvocableMethod so that it can be used in flows. Obviously this can be tailored however desired. 

This section does not instruct how to set up command line tools, deploy the source, or other development tasks. It is assumed the reader understands how to deploy, run the developer tools/debugger in Salesforce. 

Test Apex Class – Simple Class to Create the Meeting utilizing Named Credentials

public class TestAzure {

    /* Test Method for Unit Testing Connection */

    public static String getMeetingUrl()

    {

        HttpRequest req = new HttpRequest();

        Http http = new Http();

        //Setup the Endpoint and append the name of the file

        req.setEndpoint(‘callout:MS_Azure_OnlineMeeting’);

        req.setMethod(‘POST’);

        req.setHeader(‘Content-Type’,’application/json’);

        req.setHeader(‘Accept’,’*/*’);

        req.setHeader(‘Accept-Encoding’,’gzip, deflate, br’);

        //Setup the JSON Body – in the test just set a subject, can add more through Postman or other tests

        req.setBody(‘{“subject”:”Delegated User Test Meeting”}’);        

        System.debug(‘Body: ‘ + req.getBody());

        System.debug(‘Endpoint Value: ‘+ req.getEndpoint());

        System.debug(‘Request: ‘ + req);

        HTTPResponse res = http.send(req);

        System.debug(‘Response Body: ‘+res.getBody());

        /* Parse Response */

        JSONParser parser = JSON.createParser(res.getBody());

        String webLink;

        webLink = ‘MSTeamsNotSetup’;

        while (parser.nextToken() != null) {

        if ((parser.getCurrentToken() == JSONToken.FIELD_NAME) &&

        (parser.getText() == ‘joinWebUrl’)) {

            parser.nextToken();

            webLink = parser.getText();

            System.debug(‘joinWebUrl= ‘ + webLink);

            }

        }

        return webLink;

    }

}   

Common Issues/Errors

  • MS Teams will return a 201 in the HTTP Response. This is a success. It is documented in the API
  • HTTP Error 500 – Internal Server Error
    • Notice the headers that are set. The MS Graph documentation does not state it explicitly, but in our testing we found that the 2 accept lines need to be in the header when sending the request. You need to add the gzip, etc and the “*/*” accept lines.
    • 401 – The 401 unauthorized generally means the scope is incorrect in the Named Credential or both in the Named Credential or the Azure setup. Make sure the permissions are correct and the scope is space delimited. 
    • 403 – Forbidden – This occurs when the secret keys are incorrect. You should have fixed this when you saved the name credential so it shouldn’t show up. 
  • Note: When using the Apex Debugger – Look for the debug line to joinWebURL populated with a long string for the meeting. It will start with something like this: 12:40:52:477 USER_DEBUG [37]|DEBUG|joinWebUrl= https://teams.microsoft.com/l/meetup-join/19%3am

Salesforce InvocableMethod Class Utilizing the Apex Code and Callout

This is the actual code used in the demonstration. This code is accessible in the Flow Builder inside of Salesforce as an Apex Action. 

global class GetTeamsMeetingURL {

    @InvocableMethod(label=’Get MS Teams Meeting URL’ description=’Returns a meeting URL For MS Teams’)

    global static List<String> makeApiCallout(List<List<String>> inputTeamsParms)

    {

        // Setup the HTTP Initial Request

        HttpRequest req = new HttpRequest();

        Http http = new Http();

        //Setup the Headers, format the body, and call the MS Graph API

        req.setEndpoint(‘callout:MS_Azure_OnlineMeeting’);

        req.setMethod(‘POST’);

        req.setHeader(‘Content-Type’,’application/json’);

        req.setHeader(‘Accept’,’*/*’);

        req.setHeader(‘Accept-Encoding’,’gzip, deflate, br’);

        /* Setup the Parameters for Meetings, subject, etc. */

        // Note: The initial demo only utilized title, further development can use other inputs.

        system.debug(‘Array size  =’ + inputTeamsParms.get(0).size());  

        String inTitle = ‘”‘ + inputTeamsParms.get(0).get(0) + ‘”‘;

        system.debug(‘inTitle =’ + inTitle);    

        String inAgenda = ‘”‘ + inputTeamsParms.get(0).get(0) + ‘”‘;

        system.debug(‘inAgenda =’ + inAgenda);              

        String inPwd = ‘”‘ + inputTeamsParms.get(0).get(1) + ‘”‘;

        system.debug(‘inPwd =’ + inPwd);                

        String inStart = ‘”‘ + inputTeamsParms.get(0).get(2) + ‘”‘;

        system.debug(‘inStart =’ + inStart);                

        String inEnd = ‘”‘ + inputTeamsParms.get(0).get(3) + ‘”‘;

        system.debug(‘inEnd =’ + inEnd);

        // Setup the Body

        String reqHTTPString  =  ”;

        reqHTTPString = ‘{“subject”:’ + inTitle +’}’;

        req.setBody(reqHTTPString);

        /* Send request to MS Teams Server */

        HTTPResponse res = http.send(req);

        /* Parse Response from MS Team Server */

        JSONParser parser = JSON.createParser(res.getBody());

        String webLink;

        webLink = ‘MSTeamsNotSetup’;

        while (parser.nextToken() != null) {

        if ((parser.getCurrentToken() == JSONToken.FIELD_NAME) &&

        (parser.getText() == ‘joinWebUrl’)) {

            parser.nextToken();

            webLink = parser.getText();

            System.debug(‘joinWebUrl= ‘ + webLink);

            }

        }

    // Apex Actions Return. The method signature for invocable method requires a List of Strings to be returned.

    return new List<String>{webLink};

    }

}

Salesforce User Experience Setup

This section is optional but describes how the above code can be accessed in the low-code building tools inside of Salesforce. 

This section in a flow shows how this action is called to retrieve a URL for the MS Team Meeting and then assigns it to a Record in Salesforce. A larger flow will then do further processing as part of a full scheduling flow. The takeaway is that the Apex Code above is an option to drag and drop into the low code builder and use it when running a flow. It could also be embedded within a Lightning Web Component(LWC) and used in other places. Lastly, it can always be accessed from another Apex Class to get the required information. 

Postman Setup

This section describes how to setup Postman to access MS Graph API and test the API integration outside of Salesforce in a developer-centric manner. This is completely optional, but oftentimes if it works in Postman and not in another application or Salesforce, you can see what is different in Postman versus the other applications. This tutorial assumes the reader is familiar with Postman and has downloaded the application or is using the web version. This document will use the desktop installation for reference. This section does not require knowledge of the Salesforce Setup. We recommend starting with Postman before the setup in Salesforce. 

Microsoft Link on Postman Setup: https://docs.microsoft.com/en-us/graph/use-postman

Download the MS Graph Postman Collection

To make life easier, download the Postman Collection already created for MS Graph. It does not contain the Teams integration unfortunately, but it does have a big chunk of other API’s that can be used to make sure the authorization is all setup as well as plenty of examples. To do so:

  • Click on Explore on the Menu at the Top of Postman
  • Search for MS Graph Workspace 
    • It will be either MS Graph or MS Graph Fork Workspace
    • You can also find it by clicking on Workspaces and scrolling to it.
  • Create a new Fork from either the Graph or the Fork Graph – Right click on the Microsoft Graph Space to get the Fork Option
  • You should end up with something like this in your My Workspace or wherever you saved the forked Graph Collection to.

What this provides is a whole list of MS Graph APIs broken up into folders. In our testing, we used Delegated to validate with. 

Setup Postman Authentication

Setting up Authentication is straightforward and will require the client id and secret key from the MS Azure setup done previously. Additionally, you will need to add the callback URL to the Authentication section in MS Azure.  You also need to set up Environment variables as part of this step. 

Setup Environment Variables

Postman needs to pass in environment variables to the headers in the API. To set these up, create a new environment to be used with MS Graph. 

  • Click on Environments on the left hand side of Postman and click the Plus sign at the top of the environment list
  • Name your Environment and add in the 3 values needed
    • ClientID – This will be the Application ID of the App you created in MS Azure.
    • Client Secret – This will be the Secret Value created in the Client Secret step of Azure
    • TenantID – This is the tenant id found in the overview of your app. 
  • Now that you have set up the environment variables – make sure to make that environment your active environment. It should show up here. You can access it from the drop down as well.

Setup Authentication

  • Click on the Delegated Folder in the MS Graph Collection on the left hand side of Postman. This will bring up the Authorization Screen. 
    • Selection OAuth2.0 from the drop down.
    • Select Add Auth data to the Request Headers
    • Access Token → Available Tokens ( this will get filled in later )
    • Header Prefix – Bearer
  • Configure New Token Section
    • Token Name – Fill in something for this
    • Grant Type – Authorization Code
    • Leave the rest defaulted. 

3. It will look much like this after filling out. 

  • Set the Callback URL in MS Azure – Note: This step must be done or your auth will fail. Take the Callback URL above with the oauth URL for Postman and add it to the Callback URLs in your application in MS Azure.
  • Get a New Access Token – Use this to debug whether you can get authorized or not and once authorized use the token.
    • Click on the Get New Access Token at the bottom of this screen in Postman on the Authorization screen.
    • This will kick off the OAuth Flow, which will have you login to MS Azure and Authenticate. I used the Microsoft Authenticator download to my phone for MFA purposes which makes this more automatic. 
    • Note: This is where if you have an incorrect setup, you’ll get a bunch of errors. Check your setup against the above, do you have the right token id?
  • You will go through the screens until you get a very long access token. Click on the Use Token button. 

Create and Run the MS Graph Online Meeting API

Although there are several Teams APIs in the Team Folder, they are chat related versus the Online Meeting. We need to create a new API for the OnlineMeeting to be accessed. In this section we will cover creating the new API, adding parameters, and testing the API. 

  • Navigate to the Teams Folder 
  • Click New at the Top( or right click to add a request ) and add a new Web HTTP Request
    • Switch the type from GET to POST
    • Put in the name of the method in the POST
    • On the Body, use the JSON application type.
    • Add the body in JSON format, Subject was added for the example. 
    • Click Send
  • Results are shown below from the meeting when successful.

From Adwait & Mrityunjoy Chowdhury: Reverse Map Service Appointment to the appropriate shift

Shift is one of the major additions made in Salesforce Scheduler, It provides the user with enormous flexibility and makes the entire process of appointment scheduling less cumbersome. The diagram below shows the interaction between Shift and various other entities involved in scheduling a Service Appointment.

Blank diagram2.jpg

A Service Territory Member can have multiple Shifts associated with it and as a result the time slot selected for the Service Appointment can fall between more than one overlapping shifts (considering both the required and primary Service Resources).

In the following sections we will figure out a way to reverse map all the associated Shifts with corresponding Service Appointment.

Creating a custom object

For completing the purpose of reverse mapping Shift with Service Appointment a custom object(Service appointment shift) is used as a junction object. It comprises of the following custom fields:-

  • ServiceAppointnmentId – Referring to a Service Appointment.
  • ShiftId – Referring to a Shift whose startTime and endTime completely encloses the Service Appointment’s time slot.
  • Modified – A boolean flag to help backtrack all the updates made to Service Appointment.Only the records with the flag value false should be considered as reliable entries.
  • Canceled – A boolean flag which is set to true only when the associated Service Appointment is canceled.
Blank diagram.jpeg

As evident from the design proposed whenever a Service Appointment is scheduled we need to obtain all the Shifts associated with the Service Appointment.For each associated Shift, one record comprising of ServiceAppointmentId,ShiftId

and Modified(initially false) must be made.

For achieving our goal of reverse mapping we will be writing triggers on two entities:

  • Service Appointment
  • Assigned Resource

Creating a Service Appointment

We must do the reverse mapping the moment a Service Appointment is created.Whenever a Service Appointment is created necessary inserts are made in Assigned Resource and this will invoke the trigger that we will be writing for Assigned Resource .

Pseudocode

Let us first discuss the pseudocode for triggers when new Service Appointments are created.

  • Create a trigger which runs after inserts are made in Assigned Resource.
  • Fetch all the linked Service Appointments using the just inserted Assigned Resource records.
  • Check for any previous entries for obtained Service Appointments in the custom object
    and for all those records set the Modified as true.
  • Design a map of Service Appointment and all the required resources for that appointment.
  • Loop through all the Service Appointments in the map and obtain the associated Shifts of the Service Resource.
  • Do the inserts for Service Appointment and Shift mapping records.

Updating a Service Appointment

Whenever a Service Appointment is modified we can make changes in the time slot and the required resources of the Service Appointment.Once a Service Appointment is updated we must set the Modified field for all the records of this Service Appointment in the custom object to true and obtain new associated Shifts. Let’s have a look at the possible scenarios and the way we are handling it.

  • Deletion of required SR from Appointment(will invoke an after delete trigger on Assigned Resource)
  • Addition of required SR to Appointment(will invoke an after insert trigger on Assigned Resource)
  • Moving of SR from required to optional resource(will invoke an after update trigger on Assigned Resource)
  • Moving of SR from optional to required resource(will invoke an after update trigger on Assigned Resource)
  • Change in Appointment start time and/or end time
  • Change in Appointment WTG/WT (Appointment duration)
  • Changing the time slot at the same time altering the Assigned Resources.

For these cases we will be using one update and a delete trigger on Assigned Resource wherein we implement a similar logic as mentioned above.

Disclaimer: The following code is meant to be verbose and easily understandable from a Salesforce Developer perspective. Given a choice between performance vs readability I have strived for the latter. It is a proof of concept to demonstrate the feature and should be modified and tested thoroughly as per different data shapes and existing code in the org.

trigger getassociatedshifts on AssignedResource (after insert,after update,after delete) {

   /* fetching all the linked service appointments from the trigger */

   List<ServiceAppointment> AllAppointments = new List<ServiceAppointment>();

   if(Trigger.isDelete) {

       List<String> AffectedAppointments = new List<String>();

       For(AssignedResource a:Trigger.old) {

           AffectedAppointments.add(a.ServiceAppointmentId); 

       }

       AllAppointments = [Select Id,ServiceTerritoryId,SchedStartTime,SchedEndTime,WorkTypeId from ServiceAppointment where Id In :AffectedAppointments];

   } else {

       AllAppointments = [Select Id,ServiceTerritoryId,SchedStartTime,SchedEndTime,WorkTypeId from ServiceAppointment where Id In (Select ServiceAppointmentId from AssignedResource where Id In :Trigger.New)];

   }

   /*

     check for any previous entries for obtained service appointments in the custom object

     and for all those records set the modified flag as true

  */

   List<Service_appointment_shift__c> ServiceAppointmentShiftToUpdate =new List<Service_appointment_shift__c>();

   For(Service_appointment_shift__c all:[Select id,modified__c from Service_appointment_shift__c where Service_Appointment__c In :AllAppointments]) {

       all.Modified__c = true;

       ServiceAppointmentShiftToUpdate.add(all);

   }

   update ServiceAppointmentShiftToUpdate;

   /* Making call to helper class for necessary inserts */

   ServiceAppointmentShiftMapping.InsertNewRecords(AllAppointments);

}

Helper class

public class ServiceAppointmentShiftMapping {

   public static void InsertNewRecords(List<ServiceAppointment> AllAppointments) {

       /*creating a map of ServiceAppointmentId and List<ServiceResourceId> */

       Map<Id,List<Id> > ServiceAppointmentToAllServiceResources = new Map<Id,List<Id> >();

       /*for creating the map we need list of required resource and service appointment */

       List<AssignedResource> ServiceResourcetoServiceAppointment =new List<AssignedResource>();

       ServiceResourceToServiceAppointment = [Select ServiceResourceId,ServiceAppointmentId from AssignedResource where ServiceAppointmentId in:AllAppointments

                AND  IsRequiredResource = True];

       for(AssignedResource temp:ServiceResourceToServiceAppointment) {

           /* check if the key already exists or not*/

           if(ServiceAppointmentToAllServiceResources.containsKey(temp.ServiceAppointmentId)) {

               List<Id> ResourceList = ServiceAppointmentToAllServiceResources.get(temp.ServiceAppointmentId);

               ResourceList.add(temp.ServiceResourceId);

               /*insert the key value pair*/

               ServiceAppointmentToAllServiceResources.put(temp.ServiceAppointmentId,ResourceList);

           } else {

               ServiceAppointmentToAllServiceResources.put(temp.ServiceAppointmentId,new List<Id>{temp.ServiceResourceId});

           }

       }

       /*All the new records for custom object will be stored in this*/ 

       List<Service_appointment_shift__c> AllNewEntries =new List<Service_appointment_shift__c>(); 

       For(ServiceAppointment current:AllAppointments) {

           List<Id> ResourceId = new List<Id>();

           /*obtain the list of resources from the map */

           ResourceId = ServiceAppointmentToAllServiceResources.get(current.Id);

           //fetch associated shits with wtg and without wtg

           List<Shift> probableShifts= new List<Shift>();

           probableShifts =[Select Id from Shift where ServiceResourceId IN :ResourceId

                            AND ServiceTerritoryId = :current.ServiceTerritoryId

                            AND StartTime <= :current.SchedStartTime

                            AND EndTime >= :current.SchedEndTime

                            AND Status =’Confirmed’

                            AND WorkTypeGroupId IN (Select WorkTypeGroupId from WorkTypeGroupMember where WorkTypeId =:current.WorkTypeId)

                          ];

           List<Shift> probableShiftsNoWtg= new List<Shift>();

           probableShiftsNoWtg =[Select Id from Shift where ServiceResourceId IN :ResourceId

                                 AND ServiceTerritoryId = :current.ServiceTerritoryId

                                 AND StartTime <= :current.SchedStartTime

                                 AND EndTime >= :current.SchedEndTime

                                 AND Status =’Confirmed’

                                 AND WorkTypeGroupId =”

                            ]; 

           /* add all the records to be inserted in the custom object in a list*/

           for(Shift a:probableShifts) {

               Service_appointment_shift__c next = new Service_appointment_shift__c(Service_Appointment__c = current.Id,Shift__c = a.Id,Modified__c = false);

               AllNewEntries.add(next);

           }

           for(Shift a:probableShiftsNoWtg) {

               Service_appointment_shift__c next = new Service_appointment_shift__c(Service_Appointment__c = current.Id,Shift__c = a.Id,Modified__c = false);

               AllNewEntries.add(next);

           }

        }

        Insert AllNewEntries;

   }

}

  • Service Appointment is canceled

trigger cancelServiceAppointment on ServiceAppointment (after update)

{

   /*

     This trigger will be called whenever a service appointment is update(time slot is

     changed,assigned resources are changed,status is changed etc)

     but the only purpose of this trigger is to handle the case when the service appointment

     is canceled

   */

   /*

      All the Service Appointments that are canceled.

   */

   List<ServiceAppointment> changed = new List<ServiceAppointment>();

   For(Integer i=0;i<Trigger.New.size();++i) {

       ServiceAppointment justUpdated = Trigger.New[i];

       /*

          checking the status of updated Service Appointment

       */

       if(justUpdated.Status == ‘Canceled’) {

           changed.add(justUpdated);

       }

   }

   /*

       Setting the canceled flag and modified flag of the obtained service Appointment in custom object

   */

   List<Service_appointment_shift__c> ServiceAppointmentShiftToUpdate =new List<Service_appointment_shift__c>();

   For(Service_appointment_shift__c all:[Select id,modified__c from Service_appointment_shift__c where Service_Appointment__c In :changed]) {

       all.Canceled__c =true;

       all.Modified__c = true;

       ServiceAppointmentShiftToUpdate.add(all);

   }

   /* updating the records */

   update ServiceAppointmentShiftToUpdate;

}

From Apeksh Dave: Create Zoom Meetings from Salesforce (with Scheduler)

Introduction

A customer of Salesforce is looking to integrate with Zoom and the Online Meeting capabilities from Salesforce using Portal / Internal screens. The use case is fairly straightforward, as a customer of a bank, I want to schedule an online meeting with my advisor and discuss my accounts. The technology the bank wants to use is Zoom.

The technology usage behind this particular demo is to simply create a meeting in Zoom via an API which returns a URL that parties can click on to launch Zoom( either browser or desktop ) and have a meeting. There is a lot more that can be done, but this integration is to show the possibilities with the connection

Technology Utilized

Listened below are the main technologies and configurations used in the demo preparation.

Main SaaS Tech Stacks

Demo Setup Technology

  • Zoom Development Account
  • Salesforce Org
  • Postman – To easily test the setup and API’s
  • <optional> Visual Code – Used to write and deploy code
  • Apex Classes
    • Invocable Methods setup to make available in Flows
    • Test Classes
  • Auth Provider Setup in Salesforce
  • Named Credentials
  • Salesforce Flows – To provide the screen navigation, call Zoom to get the meeting, and update the appropriate records.

Demo Flow High Level

This section describes the general flow of the demo from start to finish when showing to the customer. This is a specific flow for the customer this demo was prepared for. You can tailor or make your own flow(s) for your customer.

  • Customer goes to the portal to schedule a meeting, using the Salesforce Scheduler.
  • This demo has an authenticated flow, there is a person account associated with the demo.
  • Enter the required information from the screen
    • Click by previously scheduled service appointments or search for a banker.
    • Click Next
    • Click on a Work Type Group → Select the type => Click Next
    • Select Video Call
    • Enter a address → San Francisco → Select a branch
    • Choose a date in scheduler
    • The call to Zoom is done at this point and a URL is returned to the “Additional Information” Section. Note, this could be put anywhere but for the purpose of the meeting we chose here.
    • Click on next and a new Service Appointment is created with the Meeting URL in a custom field that can be accessed to launch a Zoom meeting.

The integration behind the scene created a Zoom meeting valid link that can be clicked on to start a Zoom meeting. This utilized the Zoom API, OAuth/Open ID authentication/authorization, and Apex Callout to create and return the meeting.

Demo Details

This section will describe the setup needed to execute the demo. What is described is the particular flow used to validate and test the integration. The entire section for Postman is completely optional, but it is suggested to do this to validate and debug. In our case, it was invaluable in determining the exact headers to place into the API. In the initial development, Postman was first used outside of Salesforce to ensure the API format was correct and the authentication/auth was setup correctly in Zoom.

Zoom Setup

The first piece that is needed is a Zoom Developer Account.  Please note you cannot use a Salesforce Zoom account as they have disabled permission to use the API.  Best bet create Personal Zoom account with personal ( no salesforce account) or working with your client account that allows to create meeting via API

image.png
  • Click on Create under OAuth.
image.png
  • Name it, choose an account level app and toggle off the publish button like this.
image.png
  • Next screen
    • Screen will show the client key, client secret. Copy & store in a secure place. You will need these in the Salesforce setup.
    • Populate the redirect url and add the allow list.
image.png
  • Enter developer name.
  • Scope is meeting:write:admin
  • Press install.

Setup Salesforce/Postman Application in Zoom

Salesforce Setup

This section describes the Salesforce Setup needed to access Zoom API meetings. It is strongly advised to setup Postman first to validate and test the API as well as get familiar with the API before jumping into Apex coding setup. This section will consist of Authentication setup, the Named Credential, and the Apex code needed to create a Zoom meeting and retrieve a URL. Additionally, this will provide the callback referenced in the Zoom section which will be needed to complete the Authentication section in Zoom.

Auth. Provider Setup

The first step is to create the Authorization Provider configuration to connect to Zoom. You will need the Secret Key(Value) from the Certificate setup in Zoom and the application id.

  1. Enter Salesforce Setup → Auth Providers → New.
  2. Choose Open ID Connect from the Provider Type drop-down.
  3. Name the Auth Provider.
  4. URL Suffix → Can make the same as the name.
  5. Consumer Key → This is the client key in Zoom.
  6. Consumer Secret → This is the client secret in Zoom.
image.png
  1. Authorization Endpoint URL – https://zoom.us/oauth/authorize see screen above.
  2. Token Endpoint URL – https://zoom.us/oauth/token see screen above.
  3. Default Scopes <optional> – meeting:write:admin
  4. Make sure this option is checked: Send client credentials in header.
  5. Use the defaults for the remainder.
  6. Save.
  7. Click on the newly defined Auth Provider to open it up.
  8. Copy the Callback URL that is shown in the Salesforce Configuration. If you have Experience Cloud setup and you are using those domains, then add those callback URLs as well to the Zoom Dev configuration.
  9. Take the callback URL you copied above and paste back in the Zoom redirect url & allow list. (Use the exact same word to word, no space.)
image.png

Named Credential

Creating a named credential will perform the authentication to Zoom and do the OAuth validation. Here is where the Zoom Authenticated App is used to validate the OAuth connection. (I set mine to auto approve.) It will prompt you to login to your instance of Zoom. The login will be the Zoom Developer login/id created during the setup of the developer instance.

  1. In Setup → Named Credentials, click New.
  2. Enter the label and the URL of the API Endpoint you wish to access. In this case, the full API is used for the onLineMeeting for Delegated access. The application access has a different signature
  3. Identify Type will be Named Principal.
  4. Auth Protocol will be OAuth 2.0.
  5. Select the Auth Provider created in the previous step.
  6. Scope: very important! The scope here will match the scope you created in Zoom for the application. It is space delimited.
    • meeting:write:admin
  7. Click on Generate Authorization Header.
  8. Check on Start Auth Flow on Save.
  9. Generate Auth Header is checked.
  10. Click Save. This will trigger the actual connection to Zoom and validate the Authentication.
  11. When you Save, the OAuth flow will initiate.
image.png
  • Zoom Login Screen will popup.
  • Login.
  1. If successful, you will see Authenticated in the Authentication Status in Salesforce. If it fails, you will get a failure screen from Zoom.  Common Issues:
  • Used the wrong secret key or id. Double check the values in the Auth. The Providers are correct.
  • URL Endpoint is invalid. Check your URL Endpoint. (Using Postman first helps avoid this issue.)

Salesforce Application Code

This section will review the Apex application code needed to make the Rest API call to setup a Zoom meeting and retrieve the meeting URL from the Zoom Server. The code is not production quality but instead is a sample to prove the concepts. The current iteration does not accommodate error handling in a meaningful way nor does it do much more than create a meeting. The goal of this good is to demonstrate the basic connection for the customer and proof of concept the meeting invites. The sample code will be in two parts, the first part is a test class that can be used to validate the connection and result. Once that is working, then the 2nd class uses @InvocableMethod so that it can be used in flows. Obviously this can be tailored however desired.

This section does not instruct how to setup command line tools, deploy the source, or other development tasks. It is assumed the reader understands how to deploy, run the developer tools/debugger in Salesforce.

Test Apex Class – Simple Class to Create the Meeting utilizing Named Credentials

public class TestZoomApi {

   /* Test Method for Unit Testing Connection */

   public static String getMeetingUrl()

   {

       HttpRequest req = new HttpRequest();

       Http http = new Http();

       //Setup the Endpoint and append the name of the file

       req.setEndpoint(‘callout:SalesforceZoomPOCNC’);

       req.setMethod(‘POST’);

       req.setHeader(‘Content-Type’,’application/json’);

       req.setHeader(‘Accept’,’*/*’);

       req.setHeader(‘Accept-Encoding’,’gzip, deflate, br’);

       //Setup the JSON Body – in the test just set a subject, can add more through Postman or other tests

       req.setBody(‘{“topic”: “test create meeting”,”type”: “1”}’);       

       //req.setBody(‘{}’);

       System.debug(‘Body: ‘ + req.getBody());

       System.debug(‘Endpoint Value: ‘+ req.getEndpoint());

       System.debug(‘Request: ‘ + req);

       HTTPResponse res = http.send(req);

       System.debug(‘Response Body: ‘+res.getBody());

       /* Parse Response */

       JSONParser parser = JSON.createParser(res.getBody());

       String webLink;

       webLink = ‘ZoomNotSetup’;

       while (parser.nextToken() != null) {

       if ((parser.getCurrentToken() == JSONToken.FIELD_NAME) &&

       (parser.getText() == ‘join_url’)) {

           parser.nextToken();

           webLink = parser.getText();

           System.debug(‘join_url= ‘ + webLink);

           }

       }

   return webLink;

   }

}

Common Issues/Errors

  1. Zoom will return a 201 in the HTTP Response. This is a success. It is documented in the API.
  2. HTTP Error 500 – Internal Server Error
    1. Notice the headers that are set. The Zoom documentation does not state it explicitly, but in our testing we found that the 2 accept lines need to be in the header when sending the request. You need to add the gzip, etc and the “*/*” accept lines.
    2. 401 – The 401 unauthorized generally means the scope is incorrect in the Named Credential, or in the Named Credential and/or the Zoom setup. Make sure the permissions are correct and the scope is space delimited.
    3. 403 – Forbidden – This occurs when the secret keys are incorrect. You should have fixed this when you saved the name credential so it shouldn’t show up.
  3. Note: When using the Apex Debugger – Look for the debug line to joinWebURL populated with a long string for the meeting. It will start with something like this: 12:40:52:477 USER_DEBUG [37]|DEBUG|joinWebUrl= https://us04web.zoom.us/j/xxxxxxxxxx?pwd=xxxxxxxxxxxxxxxxx

Salesforce InvocableMethod Class Utilizing the Apex Code and Callout

This is the actual code used in the demonstration. This code is accessible in the Flow Builder inside of Salesforce as an Apex Action.

global class GetZoomMeetingURLwithInput {

   @InvocableMethod(label=’Get Zoom Meeting URL with Input’ description=’Returns a meeting URL For Zoom’)

   global static List<String> makeApiCalloutwithInput(List<List<String>> inputZoomsParms)

   {

       HttpRequest req = new HttpRequest();

       Http http = new Http();

       //Setup the Endpoint and append the name of the file

       req.setEndpoint(‘callout:SalesforceZoomPOCNC’);

       req.setMethod(‘POST’);

       req.setHeader(‘Content-Type’,’application/json’);

       req.setHeader(‘Accept’,’*/*’);

       req.setHeader(‘Accept-Encoding’,’gzip, deflate, br’);

        /* Setup the Parameters for Meetings, subject, etc. */

       // Note: The initial demo only utilized the title, further development can use other inputs.

       system.debug(‘Array size  =’ + inputZoomsParms.get(0).size()); 

       String inTitle = ‘”‘ + inputZoomsParms.get(0).get(0) + ‘”‘;

       system.debug(‘inTitle =’ + inTitle);   

       String inAgenda = ‘”‘ + inputZoomsParms.get(0).get(0) + ‘”‘;

       system.debug(‘inAgenda =’ + inAgenda);              

       String inPwd = ‘”‘ + inputZoomsParms.get(0).get(1) + ‘”‘;

       system.debug(‘inPwd =’ + inPwd);               

       String inStart = ‘”‘ + inputZoomsParms.get(0).get(2) + ‘”‘;

       system.debug(‘inStart =’ + inStart);               

       String inEnd = ‘”‘ + inputZoomsParms.get(0).get(3) + ‘”‘;

       system.debug(‘inEnd =’ + inEnd);

       //Setup the JSON Body – in the test just set a subject, can add more through Postman or other tests

       // req.setBody(‘{“topic”:’ + inTitle + ,”type”: “1”}’);       

       req.setBody(‘{“topic”: “test create meeting”,”type”: “1”}’);       

       //req.setBody(‘{}’);

       System.debug(‘Body: ‘ + req.getBody());

       System.debug(‘Endpoint Value: ‘+ req.getEndpoint());

       System.debug(‘Request: ‘ + req);

       HTTPResponse res = http.send(req);

       System.debug(‘Response Body: ‘+res.getBody());

       /* Parse Response */

       JSONParser parser = JSON.createParser(res.getBody());

       String webLink;

       webLink = ‘ZoomNotSetup’;

       while (parser.nextToken() != null) {

       if ((parser.getCurrentToken() == JSONToken.FIELD_NAME) &&

       (parser.getText() == ‘join_url’)) {

           parser.nextToken();

           webLink = parser.getText();

           System.debug(‘join_url= ‘ + webLink);

           }

       }

   // Apex Actions Return. The method signature for an invocable method requires a List of Strings to be returned.

   return new List<String>{webLink};

   }

}

Salesforce User Experience Setup

This section is optional but describes how the above code can be accessed in the low-code building tools inside of Salesforce.

This section in a flow shows how this action is called to retrieve a URL for the Zoom Meeting and then assigns it to a Record (such as the Service Appointment, and/ or its associated Event) in Salesforce. A larger flow will then do further processing as part of a full scheduling flow. The takeaway is that the Apex Code above is an option to drag and drop into the low code builder and use it when running a flow. It could also be embedded within a Lightning Web Component(LWC) and used in other places. Alternatively, it can be accessed from another Apex Class to get the required information.

image.png

Postman Setup

This section describes how to setup Postman to access Zoom APIs and test the API integration outside of Salesforce in a developer-centric manner. This is completely optional, but oftentimes if it works in Postman and not in another application or Salesforce, you can see what is different in Postman versus the other applications. This tutorial assumes the reader is familiar with Postman and has downloaded the application or is using the web version. This document will use the desktop installation for reference. This section does not require knowledge of the Salesforce Setup. We recommend starting with Postman before the setup in Salesforce.

Postman Collection – use version 2 link below. (Do NOT use v1.)

Download the Zoom Postman Collection

To make life easier, download the Postman Collection already created for Zoom as plenty of examples. To do so:

Setup Postman Authentication

Setting up Authentication is straightforward and will require the client id and secret key from the Zoom setup done previously. Additionally, you will need to add the callback URL to the Authentication section in Zoom. You also need to setup Environment variables as part of this step.

Setup Zoom Dev account with Postman OAuth App

image.png
  • Click on Create under OAuth.
image.png
  • Name it, choose an account level app and toggle off the publish button like this.
image.png
  1. ClientID – will be the Application ID of the App you created in the Zoom dev account.
  2. Client Secret – will be the Client Secret in Zoom dev account.
  3. Make sure the Redirect url and Allow List are exactly this https://app.getpostman.com/oauth2/callback
image.png
  1. Enter developer name.
  2. Scope is
    • meeting:write:admin
  3. Press install.

Setup Postman authentication

  • Setup Zoom environment like this, and:
  • Edit api_key with Client ID from Zoom dev account.
  • Edit api_secret with client secret from Zoom dev account.
image.png
  • Go to Zoom Api. Right click. Edit, and:
    • Edit setup variable with baseurl.
image.png
  • Edit Authorization with appropriate info as shown below.
    • Make sure the callback url is exactly the same in the Zoom Dev account.
image.png
image.png
  • Get a new Access Token.
  • You will have to login in the Zoom account.

Get/Create and Run the Zoom Online Meeting API

image.png

{
“topic”: “test create5 meeting”,
“type”: “2”,
“start_time”: “2022-02-15T10:00:00”,
“duration”: “30”,
“registrants_email_notification”: “true”
}

  • Authentication – inherited from the parent.
  • Set this:
image.png

From Ankit Srivastava: Report available Appointment Slots by Resource

Salesforce Scheduler gives tools needed to simplify appointment scheduling in Salesforce. We can create a personalized experience by scheduling customer appointments in person, or by phone or video; with the right person at the right place and time. One of the strong feature of the product is its ability to manage availability of multiple Service Resources for various Work Types across multiple Service Territories.

Now the biggest question is if there is an out of the box Salesforce Report that can provide a list of service appointment slots available for all or a specific set of service resources. The Answer is NO.

So, how do we solve for it?

Salesforce Scheduler calculates the availability of a service resource at runtime on demand (when a user is scheduling an appointment). Salesforce Scheduler uses multiple entities along with data from external systems to calculate availability data. This information is NOT stored anywhere to report on.

To solve for the reporting Question – we need some complex level of customization. This can be achieved using the power of the Salesforce Scheduler and Salesforce platform to generate reports on Service Resource’s availability information.

Approach we will use in this blog post

Salesforce Scheduler provides the LxScheduler namespace which offers the apex method getAppointmentCandidates which provides the availability information. We will use this method to

  • retrieve the information using Apex
  • dump the retrieved information into a custom object that we will create and
  • report on top of the custom object

Create Custom Object – Appointment Slots

Let us create a custom object, “Appointment Slots” with these custom fields to store availability information

  • Service Resource (lookup)
  • Service Territory (lookup)
  • Work Type Group (lookup)
  • Start Date (Date/Time)
  • End Date (Date/Time)
  • Remaining Appointments (Integer, default value = 1)

Enable reporting for this custom object.

Query and Dump retrieved information into the Custom Object

We can use following batch apex to populate availability information in our custom object.
P.S. Apex governor limits will apply on this code (https://developer.salesforce.com/docs/atlas.en-us.234.0.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/salesforce_app_limits_platform_apexgov.htm).

Slot.apex

class Slot {
Datetime startTime;
Datetime endTime;
List<String> resources;
String territoryId;
}

ReportDump.apex

public without sharing class ReportDump implements Database.Batchable<sObject>{
public Database.QueryLocator start(Database.BatchableContext BC){
String query = 'SELECT Id FROM ServiceResource where isActive = true';
return Database.getQueryLocator(query);
}

public void execute(Database.BatchableContext BC, List<ServiceResource> srList){
Integer DUMP_DURATION = 30;
String ACCOUNT_ID = '001xx000003GYQRAA4';
String SCHEDULING_POLICY = '0Vrxx0000004C92';
//Hardcoding WTG for now
List<String> wtgs = new List<String>();
wtgs.add('0VSxx0000004C92GAE');

List<Appointment_Slots__c> slots = new List<Appointment_Slots__c>();

for (ServiceResource sr : srList){
//Find all territories he works in
List<ServiceTerritoryMember> stms = [Select Id, ServiceTerritoryId
from ServiceTerritoryMember
where ServiceResourceId = :sr.Id];
List<String> territories = new List<String>();
for (ServiceTerritoryMember stm : stms){
territories.add(stm.ServiceTerritoryId);
}

for (String wtg : wtgs){
lxscheduler.GetAppointmentCandidatesInput input = new lxscheduler.GetAppointmentCandidatesInputBuilder().setWorkTypeGroupId(wtg).setTerritoryIds(territories).setStartTime(System.now().format('yyyy-MM-dd\'T\'HH:mm:ssZ', 'America/New_York')).setEndTime(System.now().addDays(DUMP_DURATION).format('yyyy-MM-dd\'T\'HH:mm:ssZ', 'America/New_York')).setAccountId(ACCOUNT_ID).setSchedulingPolicyId(SCHEDULING_POLICY).setApiVersion(Double.valueOf('54.0')).build();
String response = lxscheduler.SchedulerResources.getAppointmentCandidates(input);

List<Slot> objs = (List<Slot>)JSON.deserialize(response, List<Slot>.class);
for (Slot obj : objs){
Appointment_Slots__c slot = new Appointment_Slots__c();
slot.Start_Date__c = obj.startTime;
slot.End_Date__c = obj.endTime;
slot.Service_Territory__c = obj.territoryId;
slot.Service_Resource__c = sr.Id;
slot.Work_Type_Group__c = wtg;
slots.add(slot);
}
}
}
insert slots;
}

public void finish(Database.BatchableContext BC){
}

}

Create a Report using the Custom Object

Create a Salesforce report using this custom object. Refer – https://help.salesforce.com/s/articleView?id=sf.rd_reports_overview.htm&type=5 on how to create reports. Here is a sample matrix report we created which reports a Service resources total available hours at a Service location for an appointment topic / template – and this is how it looks.

Truncating records in custom Object

The example quoted above requires the Appointment Slots object to be empty in order to calculate the Service Resources availability. Ensure you truncate the data in the custom object before running the above batch job. Please refer this help article on Truncating Salesforce Obejcts https://help.salesforce.com/s/articleView?id=sf.dev_object_trunc.htm&type=5.

You can also use apex to delete all records from the object as shown at https://developer.salesforce.com/forums/?id=906F0000000BPDTIA4