Book, reschedule, and cancel appointments for available services.

With the appointment booking feature, customers can view available appointment windows, make a selection, and book a service appointment from the service portal. Agents and dispatchers can also book appointments on behalf of customers. Booking an appointment creates a work order and one or more work order tasks, depending on the type of service. Booked appointments can be rescheduled and canceled within time constraints identified in the configuration.

Appointment booking requires configuration at both the application level and the service level. One configuration is required for the application, which is provided for Field Service Management. This configuration contains settings that apply to all of the services within the application that support appointment booking.

A separate configuration is required for each of the services within the application that offer scheduled appointments. A service configuration includes settings that apply only to that specific service. Both the application configuration and the service configuration must be active to book appointments.

The system considers capacity and reservation rules defined in the Capacity Management module while displaying slots for booking appointments for the first time or rescheduling an appointment. For more information, see Capacity and Reservations Management.