Book an appointment for a customer

Dispatchers and agents can book appointments for customers.

Before you begin

Role required: wm_dispatch, sn_customerservice_agent, sn_customerservice.consumer_agent

About this task

Dispatchers and agents can click Book Appointment on the work order form. This button appears on the form after the work order is qualified.

Note:

The Book Appointment feature is not available for work orders, if the related work order task is assigned to an external group or agent.

Procedure

1. Open a work order form.
   The Template field displays the template for the service for which the appointment is being booked. A service must have an active service configuration in order to book an appointment.
2. Click Book Appointment in the work order header to display the Select Appointment pop-up window.
   This window displays available appointments for either a single day or for a week. If no appointments are available, select a different day or week.
3. Use the left and right arrows or the calendar icon to display the desired day or week.
   Available appointment time slots for the selected day or week are displayed.
4. Click the desired time slot and then click Select.
   Click the link in the information message to view the appointment details. The appointment is added to the Appointment Bookings related list. If necessary, configure the Work Order form to display this list.

   The appointment is created for the selected date and time. The Window start and Window end fields on the work order task are updated with the selected appointment start and end times. The Estimated work duration field is updated with the duration of the selected appointment time slot.