Manage Field Service Appointments for Energy & Utilities Customers

Use the Energy & Utilities Contact Center Console Field Service functionality to help your customers schedule service appointments or view the status of their open appointments.

Energy & Utilities Contact Center Console integrates with the Salesforce Field Service to provide scheduling and tracking capabilities for the field service appointments. When you schedule an appointment or want to view the status of an appointment, the console fetches and shows the appointment data from Field Service. After the appointment is scheduled, the console saves the required information in Field Service.

To use the Energy & Utilities Contact Center Console with Field Service:

• Set Up Data in Your Salesforce Field Service Org
  To assign appointments Field Service, set up service territories, assign operating hours, create shifts to assign resources, configure work type templates, and create your service resources to assign appointments.
• View Entitlements for Energy & Utilities Customers
  Customer Entitlements specify the service level that the customer is entitled to as part of your support management process. Entitlements are based on the organization's service agreement with the customers.
• View Service Appointments for Energy & Utilities Customers
  View open service appointments details such as the location of the Technician assigned for the Service, Status of the Service Appointment and other details. You can also reschedule the service appointment for a different date, time or technician.
• Schedule a Service Appointment for Energy & Utilities Customers
  Energy & Utilities Contact Center Console integrates with Salesforce Field Service, and provides you tools to schedule service appointments and related work orders for your customers. Service appointments represent field service visits to customers and provide the scheduling and assignment details. Work orders describe the work to be performed.
• Reschedule a Service Appointment for Energy & Utilities
  Reschedule an already booked service appointment to a customer's preferred date and time. When you reschedule an appointment, the Energy & Utilities Contact Center Console fetches live service appointment data such as time slots and worker schedules. After you select a desired date and time, the console cancels an existing appointment and reschedules it to the selected date and time.