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            Schedule and Reschedule Service Appointments in Workforce Scheduling

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            Schedule and Reschedule Service Appointments in Workforce Scheduling

            Schedule service appointments for generic objects such as accounts and contacts, and also for specific Context Service-mapped objects such as interactions. The appointment scheduling flows vary based on the underlying object.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To schedule, reschedule, or cancel a service appointment: Workforce Scheduling Service Resource

            Schedule an Appointment

            Schedule an on-site or virtual appointment from an account record. The scheduling flow walks you through selecting a service resource, work type, engagement channel, service territory, and time slot before confirming the appointment.

            1. Open the account, person account, case, lead, or opportunity record that you want to schedule an appointment with.
            2. Click Show more actions, and then select Schedule Appointment.
            3. In the Select Service Resources step, confirm the parent record, and then find a service resource using one of these options.
              1. Work type, appointment type, or service territory: Search by the type of work, appointment, or territory.
              2. Name: Search for a resource by name.
              3. Previously scheduled service appointments: Select from resources assigned to previous appointments for this account.
            4. Select a service resource, and then click Next.
            5. In the Select Work Type step, select the work type for the appointment, and then click Next.
            6. In the Select Engagement Channel Types step, select the engagement channel for the appointment, and then click Next.
            7. In the Select Service Territory step, enter an address, city, or ZIP code in the location search, and then select a distance radius from Within. Select a service territory from the results, and then click Next.
            8. In the Schedule Service Appointment step, review the suggested resources by availability. Select a resource from the list. The selected resource appears in the Selected Resources section. Click Next.
            9. In the Time Slot step, select an available time slot for the appointment, and then click Next.
            10. In the Review step, verify the appointment details, including the assigned resource, work type, and scheduled time.
            11. Click Next.
            12. In the Confirm Appointment step, confirm the appointment, and then click Finish.

            Reschedule or Reassign an Appointment

            Reschedule or reassign a service appointment to a different resource or time slot. The reschedule flow shows available resources at the assigned service territory and guides you through selecting a new resource and confirming the change.

            1. Open the account, person account, case, lead, or opportunity record that you want to reschedule an appointment for.
            2. Click Show more actions, and then select Reschedule.
            3. In the Select Resource and Slot step, review the suggested resources.

              The list shows available resources at the service territory assigned to the appointment.

            4. Select a resource from the Suggested Resources by Availability list.

              The selected resource appears in the Selected Resources section.

            5. Select a slot.
            6. Click Next.
            7. In the Review step, verify the updated appointment details, including the assigned resource and scheduled time.
            8. Click Next.
            9. In the Set Confirmation Stage step, confirm the rescheduled appointment.
            10. Click Finish.

            Cancel an Appointment

            Cancel a service appointment that is no longer needed. The cancellation flow shows a read-only summary of the appointment details and lets you set a cancellation status and reason before confirming.

            1. Open the account, person account, case, lead, or opportunity record that you want to cancel an appointment for.
            2. Click Show more actions, and then select Cancel.
            3. In the Review Cancel Appointment Stage step, review the appointment details.

              The summary includes the associated account, parent record, work type, territory, and scheduled start and end times.

            4. Select a cancellation status from Cancellation Status. Defaults to Canceled.
            5. Enter a reason in Reason for Cancellation to document why the appointment is being canceled.
            6. To cancel the appointment, click Confirm Cancellation.

            Canceling an appointment updates its status. To exit without canceling, click Cancel and close.

             
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