|Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
- Service appointments on work orders and work order line items offer a more detailed view of the work being performed. Work orders and work order line items contain general information about the task, while service appointments include the details about scheduling and ownership.
- Service appointments on assets represent work being performed on the asset that isn’t associated with a work order.
- Service appointments on accounts represent work being performed for the account that isn’t associated with a work order.
- Service appointments on opportunities represent work being performed for the opportunity that isn’t associated with a work order.
- Subject and description
- Length of the appointment
- Arrival window
- Discrepancies between scheduled and actual appointment times
- Due date, which typically reflects terms in a customer’s service-level agreement
- Appointment status
When you create a service appointment, assign it to one or more service resources using the Assigned Resources related list. To get started, see Create Service Appointments (can be outdated or unavailable during release preview).
During the appointment, the technician completes most of the maintenance but determines that a replacement part must be ordered and installed. The technician changes the appointment status to Cannot Complete, and a second service appointment is created on the work order to track the installation. When the second appointment is completed and it is determined that the fridge is fully repaired, the second appointment and the work order can then be closed. Easy as pie!