---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Managing appointments on behalf of a customer

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

Release version: Australia  
Updated March 12, 2026  
![](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.