Setup runs across Salesforce Scheduler, Experience Cloud, and Industries-specific configuration. Plan a multi-week project, not a one-day setup.
- Enable Salesforce Scheduler
Setup, Scheduler Settings, enable. Configure ServiceTerritory, WorkType, and ServiceResource records for your business.
- Configure resource skills and availability
For each Service Resource, define skills, work hours, and territory membership. Sync their external calendars via EAC.
- Build the Experience Cloud booking site
Create the Experience Cloud site, add Scheduler Lightning components, configure the booking flow.
- Set up resource matching rules
Configure the Resource Selection settings: skills required per WorkType, territory boundaries, customer preference rules.
- Test self-service booking
Book as a test customer end-to-end. Verify the right resource is matched, the right slot is offered, the confirmation lands, and the Salesforce-side record is created.
- Launch and monitor
Roll out to customers. Run utilization and capacity reports weekly; adjust resource pool, skill configuration, and booking rules based on real-world demand.
- Calendar integration with external calendars (Outlook, Google) requires Einstein Activity Capture or Lightning Sync to be configured. Without it, IAM only sees Salesforce-internal calendar entries.
- Resource matching rules can produce confusing results if skill, territory, and customer-preference rules conflict. Test extensively with edge cases.
- Salesforce Scheduler is licensed separately from base Sales or Service Cloud. Confirm the contract before designing.
- No-show rates can be high for self-service bookings. Plan reminder workflows (email or SMS) to reduce no-shows.