Configuring Appointment Booking

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Create or modify and enable the application configuration and the individual service configurations for the appointment booking feature.

    Configuration overview

    Appointment booking in Field Service Management involves setting up both application-level and service-level configurations.
    1. Plugin activation:
      • Field Service Management: Ensure that the Field Service Management plugin is activated.
      • Appointment Booking plugin: The Appointment Booking plugin (com.snc.appointment_booking) is automatically activated when you enable the Field Service Management plugin.
      • Customer Service with Field Service Management Plugin: The Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration) integrates the Field Service Management and Customer Service Management applications.
      • Dynamic Scheduling: The Dynamic Scheduling plugin (com.snc.dynamic_scheduling) enables dynamic scheduling for Service Management applications and provides support for bulk task recommendations and interval-based auto assignment. It enables Scripted availability method in the Appointment Booking Configuration which allows advanced scheduling for the work order task requests created from appointments.
      • Demo data: The Appointment Booking Demo Data plugin (com.snc.appointment_booking_demo) provides the demo data to help you get started.
    2. Role Requirements:
      • System administrator: Responsible for creating, modifying, and enabling the application-level configuration.
      • Appointment Booking administrators: Users with the appointment_booking_admin role can create, modify, and enable configurations for individual services within the application.
      • Appointment Booking manager: Users with the appointment_booking_manager role can create and update appointment booking records on behalf of the customer.
      • Appointment Booking user: Users with the appointment_booking_user role can create and view appointments through the portal.
    3. Application-level configuration:
      • Required for the entire application and includes settings that apply to all services within the application that support appointment booking.
      • Field Service Management provides a default application-level configuration, known as the Field Service Order Configuration and Field Service Task Configuration. These configurations come pre-set with service-level configurations.
      • Administrators can modify these default configurations or use them as templates to create new configurations.
    4. Service-level configuration:
      • Required for each individual service within the application that offers scheduled appointments.
      • A service configuration contains settings specific to that service and must be active for appointment booking to function.
    5. Enabling configurations: Ensure that both the application-level configuration and the individual service-level configurations are active. If either configuration is inactive, appointment booking will not be possible for the affected services.
    6. (Optional) Customize appointment booking configurations: Use extension points to customize appointment booking configurations. You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is executed.