---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Manage appointments

# Manage appointments {#ariaid-title1}

Release version: Yokohama  
Updated January 29, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 the time constraints identified in the configuration.

The system factors in capacity and reservation rules from the Capacity Management module as it presents available slots for booking new appointments or rescheduling existing ones. For more information, see [Capacity and Reservations Management](https://servicenow-prod.fluidtopics.net/HG5FRm2ALWgBFj_S1Cag3A "Field Service Capacity and Reservations Management enables managers to assign the appropriate amount of work to agents and contractor teams, ensuring they are not overloaded beyond their defined capacity. It helps plan work assignments based on priority and demand, ensuring business services remain available without overburdening resources.").
* **[Manage appointments on behalf of a customer](https://servicenow-prod.fluidtopics.net/MorsS00yhbqb8X_ubuVnkA)**   
  Agents and dispatchers can book, reschedule, or cancel appointments on behalf of customers.
* **[Manage appointments as a customer](https://servicenow-prod.fluidtopics.net/H9P2ZvTyM0taihtengvnPQ)**   
  Manage appointments for a service from either the Customer or the Consumer Service Portal.

**Related concepts**   

* [Configuring Appointment Booking](https://servicenow-prod.fluidtopics.net/JDLcrUumb6JW~MC~U6O3GA "Set up appointment booking to allow customers and service providers to schedule and manage service appointments efficiently.")  
**Related reference**   

* [Appointment booking components](https://servicenow-prod.fluidtopics.net/yww0_kZjCbNDqK4dxhcYnA "The roles, properties, and tables for the appointment booking feature.")