Reschedule an appointment for a customer

Dispatchers and agents can reschedule appointments for customers to dispatch agent to address the customer issue based on rescheduled time slot.

Before you begin

Role required: wm_dispatch, sn_customerservice_agent, sn_customerservice.consumer_agent

About this task

A dispatcher or an agent can reschedule an appointment for a customer from a work order.

Note:

An appointment cannot be rescheduled if the current time is within the reschedule/cancel window specified in the service configuration.

Procedure

1. Navigate to All > Field Service > Work Order > All Work Orders.
2. Open the work order form.
3. Click Reschedule Appointment to open the Select Appointment pop-up window.
   The Select Appointment pop-up window displays the selected day and time of the current appointment.
4. Select a different day and appointment time slot and then click Select.
   The date and time for the appointment are updated. Click the link in the information message to view the appointment details.

   Rescheduling an appointment triggers an appointment rescheduled email to the customer.