1. Open a work order.
2. In the Chatter feed, select Book Appointment. If this action isn’t available, you can add it to the layout.
3. Service Appointments can be booked for parent records, like a work order. These parent records can have many service appointments booked against to reflect different trips. The Book Appointment action gives you the opportunity to create a new appointment or reschedule an existing one.
4. Let’s create a new appointment. Select a Work Type from the drop-down list. Work Types provide key inputs to the scheduling optimizer, including an estimated duration, plus skill requirements for the resource. The address is automatically populated using the Work Order’s address (this is configurable through the Global Actions).
5. Select the Service Territory from the drop-down list, again to provide this input for scheduling purposes. Click Show more options if you want to change the Early Start and Due Date default range.
6. Click Get Appointments to view a graded list of available slots for this service. The list considers all scheduling constraints such as the current schedule, work rules, and service objective. Slots may be indicated with an ‘Ideal’ or ‘recommended’ icons. Clicking the information icon opens the Appointment Insights window, which shows how each slot ranks against the Company KPIs as defined in the Scheduling policy.
7. Click Extend Dates to show a wider range of service appointment dates.
8. Select an appointment window. A service appointment will be created and automatically allocated to a resource, taking into consideration all scheduling constraints.
9. To view the details, click View Service Appointment.