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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Appointment booking

# Appointment booking {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Appointment booking enables you to configure, manage and create appointments.

Appointment booking helps to effectively manage the service requests. With the appointment booking, administrators can configure appointment availability, notifications, and manage appointment slots.

Customers can view available appointment windows, make a selection, and book service appointments from the service portal. Agents and dispatchers can also book appointments on behalf of customers.

Appointment booking feature supports manual and dynamic scheduling of the work order tasks.

## Example: Customer Books Repair Slot {#appointment-booking__section_example_customer_books_repair_slot}

A customer needs to book a service appointment at a convenient time without contacting a
service desk. Appointment Booking lets customers view available slots and schedule service
through the customer portal. The system automatically generates a work order and sends a
confirmation when an appointment is selected.
{#appointment-booking__table_customer_books_repair_slot_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Customer | Initiates request through customer portal |
| 2 | System | Checks availability |
| 3 | System | Presents slots |
| 4 | Customer | Selects appointment |
| 5 | System | Creates work order and appointment |
| 6 | System | Sends confirmation |
| 7 | System | Schedules dispatch |
[ ]

{#appointment-booking__table_customer_books_repair_slot_process_flow}

## Key features {#appointment-booking__section_m3d_wg2_kdc}

Key features of appointment booking include:

* Generate work order and work order tasks for an appointment.
* Ensure that work orders are completed on time, technicians are efficiently assigned, and customer expectations are met.
* Enable the use of the appointment booking calendar across all user interfaces, ensuring a consistent and seamless scheduling experience.
* Recommend slots to customers to ensure optimal scheduling.
* Appointment booking ensures a smooth workflow by minimizing appointment conflicts.
* Ensure maximum productivity by configuring the appointment slots based on the task, location, agent availability, and skills.
{#appointment-booking__ul_ec4_d32_kdc}

## Appointment Booking based on Capacity and Reservations Management {#appointment-booking__section_zbv_h2l_21c}

Appointment Booking considers the defined capacity and reservations for a territory or group to show the available slots. For more information, see [Learn about appointment availability settings](https://www.servicenow.com/docs/IHaYuXnPeHXTyAP1udht0w "Settings in the application configuration determine how the appointment booking feature determines availability.").
**Related concepts**   

* [Configuring Appointment Booking](https://www.servicenow.com/docs/tesvy3DnWR2VKmCw1hjeqQ "Set up appointment booking to allow customers and service providers to schedule and manage service appointments efficiently.")
* [Managing appointments](https://www.servicenow.com/docs/WxgCdD3MejEnBZnBKJcuJA "Book, reschedule, and cancel appointments for available services.")