Schedule Work with Service Appointments

Service appointments help you track field service work to be performed for customers. With a customizable status field and the ability to track differences between scheduled and actual appointment times, service appointments make it easy to keep your customers happy. This feature is available in both Lightning Experience and Salesforce Classic.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud

Service appointments are always associated with a parent record, which can be a work order, work order line item, opportunity, account, or asset. The type of parent record tells you about the nature of the service appointment.
  • 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.
Create service appointments from the Service Appointments tab in Salesforce, or from the Service Appointments related list on supported records. On service appointments, you can track:
  • 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
You can also expose service appointments in communities so customers can view and create their own appointments. For details, see Expand Your Community to Include Field Service Data.

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 To get started, see Create Service Appointments (can be outdated or unavailable during release preview).

Example

Suppose you create a work order to track a customer’s annual refrigerator maintenance. In the Service Appointments related list on the work order, you create an Annual Maintenance appointment.

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!