---
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 on behalf of a customer

# Manage appointments on behalf of a customer {#ariaid-title1}

Release version: Yokohama  
Updated January 29, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents and dispatchers can book, reschedule, or cancel appointments on behalf of customers.

Agents and dispatchers can manage appointments on behalf of a customer from a work order, work order task, or in the CSM Configurable Workspace.

Booked appointments can be rescheduled and canceled within the time constraints identified in the configuration.
* **[Manage appointments from a work order or work order task](https://servicenow-prod.fluidtopics.net/LVhI1Uu1cB1PT44Q9fH7aA)**   
  Dispatchers and agents can book, reschedule, or cancel appointments from a work order or work order task on behalf of a customer.
* **[Manage appointments in the CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/_mjPEEbhuHOm3S43LOQOLg)**   
  Agents and dispatchers can book, reschedule, or cancel appointments on behalf of customers for the associated work orders.