Appointment Booking

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Appointment Booking

    The Appointment Booking feature provides a unified experience for employees to schedule and manage appointments across various business units, including IT support and HR consultations. This functionality is crucial for enhancing operational efficiency and improving employee engagement.

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    Key Features

    • Configuration Options: Administrators can create appointment categories and reasons, configure communication channels based on user locations, and utilize topics from the Unified Taxonomy for Employee Center.
    • User-Specific Display: The system leverages user criteria to present relevant appointment reasons, allowing for a tailored booking experience.
    • Integration with ITSM Walk-up Experience: Existing reasons from the ITSM Walk-up Experience can be reused for appointment bookings.
    • Location Consent Records: Administrators can create records to establish communication methods linked to walk-up location queues.
    • Required Plugins: To use this feature, installation of Employee Center Pro and activation of ITSM Walk-up Experience is necessary.

    Using Appointment Booking

    Employees can schedule appointments through the Employee Center or Employee Center Pro Kiosk. The scheduling option is accessible via quick links on the homepage, request forms, or Knowledge Base articles. Employees can choose appointment categories, reasons, and select between virtual or in-person formats. Additionally, they can manage their appointments and provide feedback post-completion.

    Managing Appointments

    Once appointments are booked, agents can view them through the Service Operations Workspace or Agent Workspace. In the Service Operations Workspace, agents can navigate to Lists to access their appointments under 'Opened by link > Walk-up - Appointments' or through 'Default lists > Walk-up > Appointments.' For detailed management, refer to the relevant sections regarding Walk-up Experience management and creating appointments through incidents.

    Provide an omnichannel unified experience to your employees to schedule and manage appointments across multiple business units such as IT support, HR consultations, or other business units.

    Configuring Appointment Booking

    As an administrator, you can create categories and reasons for appointments. You can also configure the communication channels for the appointment based on the user location.

    You can leverage topics from the Unified Taxonomy for Employee Center to create appointment categories. For more information about Unified Taxonomy, see Unified Taxonomy for Employee Center.

    The appointment booking experience leverages user criteria to display reasons that are relevant to the user. You can create new reasons and link them to location queues to use them for appointments. If you are using ITSM Walk-up Experience, you can reuse the existing reasons for appointment booking.

    You can create location consent records to configure the communication channels and link them to a walk-up location queue to use them for appointment booking.

    Note:
    To configure the appointment booking feature, you must install Employee Center Pro and activate ITSM Walk-up Experience. For more information about the plugins, see the following topics:.

    For more information about configuring the appointment booking feature, see the following topics.

    1. Opt in to unified appointment booking
    2. Create an appointment reason
    3. Configure appointment communication
    4. Map category and reasons to a location
    5. Configure feedback for appointment booking
    6. Configure page routing for appointment booking

    Using Appointment Booking

    As an employee, you can schedule an appointment from Employee Center or Employee Center Pro Kiosk. The option to schedule an appointment is available on the homepage under quick links, on a request form, and on a Knowledge Base article. You can select a category and reason for your appointment, and opt for a virtual or in-person appointment. You can also manage your appointments and give feedback about completed appointments.

    For more information about using the appointment booking feature, see the following topics.

    Managing Appointments

    After an employees books their appointment. As an agent, you can check all the appointments in the Service Operations Workspace or the Agent Workspace.
    • To check the appointments in the Service Operations Workspace, do the following:
      1. Go to the Service Operations Workspace.
      2. From the navigation, select List.

        The Default lists and the My lists navigation is displayed. You can check your appointments from any of the lists.

      3. In the My lists, go to Opened by link > Walk-up - Appointments.

        You can also check the appointments from the Default lists. Go to Default lists > Walk-up > Appointments.

      For more information, refer to Walk-up Experience management in Service Operations Workspace and Create an appointment through incident.

    • To check the appointments in the Agent workspace, refer to . .