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    Jonathan Doringuez
    Schedule Appointments & Checking Status of AppointmentsAnswered
    Topic posted January 7, 2019 by Jonathan DoringuezBlue Ribbon: 750+ Points 
    164 Views, 6 Comments
    Title:
    Schedule Appointments & Checking Status of Appointments
    Summary:
    Schedule Appointments & Checking Status of Appointments
    Content:

    My client will not be using the OFSC because they have their own mobile dispatch system (MDS). However they want to see the capability of Oracle Service Cloud to do Schedule Appointments/Checking Status of Appointments. Can you guide me if we have a solution such like this in OsvC. Below is the requirement from the client.

    Allows the CSR visibility into interfacing systems such as the mobile dispatch system (MDS) to schedule appointments with customers in an efficient manner, as well as see the status of the appointment (from the interfacing field systems).

    Version:
    18C

    Best Comment

    Sebastiaan Draaisma

    Sure no problem Jonathan.

    Depending on how you want to check it, I assume hrough API from your MDS you could use a variaty of API (REST, PHP, SOAP) to perform a check on your apointment field or update them. See the technical documentation for the API of your choice.

    Example below:

    1. Create custom fields
    2. Add them to workspace
    3. Perform check

     

    Comment

     

    • Sebastiaan Draaisma

      Hi Jonathan.

      You could create 2 custom date time fields (apointment start & stop) and have this available for incidents, tasks etc and you would be able to report on this and perform checks on this through:

      • Business rules
      • Workspace rules
      • Analytics
      • API
      • Custom script
      • Jonathan Doringuez

        Thanks Sebastiaan - Can you give more details how to do it coz I don't have a clear picture how I'm going to configure it. My mind is still thinking of the perfst example in OFSC. If you have screen shot or sample documentation you can share would be helpful. Thanks in advance.

    • Sebastiaan Draaisma

      Sure no problem Jonathan.

      Depending on how you want to check it, I assume hrough API from your MDS you could use a variaty of API (REST, PHP, SOAP) to perform a check on your apointment field or update them. See the technical documentation for the API of your choice.

      Example below:

      1. Create custom fields
      2. Add them to workspace
      3. Perform check

       

    • Jonathan Doringuez
    • Thiyagarajan Sundaram

      Hi Jonathan / Bastiaan,

      Glad to see that already a similar topic was discussed in this post, can any of you please add your inputs on the below scenario.

      Use Case:

      1) A Customer will raise a service request  / a call can be done to book an appointment for a service provided by the client with desired date and time.

      2) That has to be captured against the customer, and it will be blocked in a common calendar. If only 2 slots can be allowed to book in a particular time period, and if it exceeds it should not allow to book another appointment during the same time.

      3) If the appointment is booked we need to send a notification or confirmation with the details through email and SMS.

      Thanks

      Thiyagu