Manage user appointments as a customer service agent

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Manage user appointments as a customer service agent for creating and booking vaccination appointments. Customer service agents can automatically book the earliest available slot because users are unable to choose a slot to book appointments. To manage user appointments successfully, configure the customer service agent.

    Antes de Iniciar

    Role required: sn_customerservice_agent, sn_vaccine_sm.clinician, and user_admin

    Por Que e Quando Desempenhar Esta Tarefa

    Once you configure the customer service agent, you can book an appointment and can create a consumer user to manage user appointments. However, to cancel and reschedule appointments, the consumer user must contact a customer service call center.

    Procedimento

    1. Book an appointment from the Vaccine Administration Management Agent Workspace.
      1. On the Lists tab, navigate to Vaccination Request > All.
      2. Click New.
      3. In the Create New Vaccination Request > Vaccination Request section, select the consumer record in the Opened For field.
      4. Fill in the Program, Preferred Center, and Location fields.
        If any field isn’t available, configure the Workspace form layout to add the field. For more information about configuring the form layout, see Configuring the form layout.
      5. Verify that the Preferred Center and Location fields have the same value.
      6. In the Pre-Vaccine Questionnaire section, enter the required details for the user.
      7. Click Save.
        Because the default value for the system property sn_vaccine_sm.enable_appointment_slot_choice is set to false, appointments are automatically booked for users. The system property value must be set to true for a user to choose the slot for booking appointments. When the value is set to true, click Book Appointment.
        The vaccination request, vaccination tasks, and appointments are created for the user. Then, a QR code with the appointment confirmation and appointment details is sent via email to the user.
    2. Create a consumer user on behalf of a user from the Vaccine Administration Management Agent Workspace.
      1. Log in as a customer service agent.
      2. Navigate to Vaccine Administration Management > Vaccine Administration Management Workspace.
      3. On the Lists tab, navigate to Customers > Consumer Users.
      4. Click New.
      5. On the Details tab of the Create New Consumer User form, fill in the fields.
        Tabela 1. Create New Consumer User form

        Field

        Description

        User ID

        Unique identifier for the user.

        First name

        The user's full first name.

        Last name

        The user's last name.

        Email

        The user's email address.

        Mobile phone

        The user's mobile phone number.

        Title

        The job title for the user.

        Department

        The user's department from the list.
      6. Click Save.
        A new information record for the user is created.
        Nota:
        The consumer user won’t be able to log in to the Vaccine Administration Management portal. If the consumer user would like to reschedule or cancel appointments, the consumer user must contact a customer service call center.
    3. Opcional: Cancel an appointment from the Vaccine Administration Management Agent Workspace.
      1. On the Lists tab, navigate to Vaccination Task > All.
      2. Open the vaccination tasks for the user.
      3. Click Cancel Appointment.
        If the appointment on the first task is canceled, both appointments are canceled. The second appointment can’t be canceled independently.
    4. Opcional: Reschedule an appointment from the Vaccine Administration Management Agent Workspace.
      1. On the Lists tab, navigate to Vaccination Task > All.
      2. Open the vaccination tasks for the user.
      3. Click Cancel Appointment.
      4. Navigate to Vaccination Requests > All and open the vaccination request for the user.
      5. Click Book Appointment and reschedule the appointment.