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.

The Energy & Utilities Contact Center Console interacts with Field Service to fetch live service appointment data such as time slots, and worker schedules. After you choose the time slot and book an appointment, the information is passed to Field Service to block the time slot.

Here’s the end-to-end process to book an appointment:

1. Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
2. On the customer accounts page, select the Field Service tab.
3. View Entitlements for Energy & Utilities Customers to ensure that the customer is eligible for the field service requests.

   If the customer doesn’t have field service-specific entitlements, inform the customer about the required service level, and then conclude the interaction. If the customer is eligible, go to the next step.

4. Click Schedule field service.
5. Specify these customer details.

   Field	Description
   Contact Name	Enter the name of the contact for the account.
   Service Type	Select the service type for which request is raised. This list is populated based on the service points associated with the customer account. For example, if an account has a gas service point, the Service Type dropdown contains Gas.
   Work Type	Select the type of work to be performed by the field service agent. This list includes the work types that you configured in Field Service. To learn more about work types, see Configure Work Types and Skills for Energy & Utilities.
   Service Location	Enter the location address linked with the account where the service is required.
   Territory	Select the service territory associated with the service location. This list includes the service territories that you configured in Field Service. To learn more about service territories, see Set Up Service Territories and Operating Hours for Energy & Utilities.
   Service Description	Provide details about the service required.

6. Click Next.
7. Choose the time slot for the field service agent visit based on customer preference.

   The open time slots are shown for a week. Click < or > to view free time slots for a different week.

8. Click Next and review the details provided with the customer.
9. Click Previous to make any changes.
10. Click Book Appointment.
    

    Note

    You can click Cancel anytime during the Schedule Appointment process to cancel the booking.

11. Click Finish to schedule the appointment.