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Outsourced Service Provider agent tasks › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an appointment

As an agent, you can make an appointment with the requester of a case.

Before you begin

Role required: sn_csm_ocs.ext_manager or sn_csm_ocs.ext_agent

Procedure

  1. Navigate to All > Outsourced Customer Service > My Cases.

  2. Open a case.

  3. Click Appointments related list.

  4. Fill in the fields on the Appointment form, as appropriate.

    FieldDescription
    ToThe customer's name.
    Enter email addressEmail id of the customer.
    Start timeSelect the start time and date.
    End timeSelect the end time and date.
    Reminder (minutes)Select reminder for the appointment.
    SubjectEnter the subject
    LocationEnter location.
    MessageEnter message for the appointment.

  5. Click Submit and the appointment appears under Appointments related list in Ready state .

  6. Edit the appointment and click Send activity to send the appointment to the specified email address.

    Note: You can also cancel the appointment using the Cancel appointment related link.