Service Appointments are the scheduled visits in Field Service — when a technician is going to a customer site. They link a Work Order (or Work Order Line Item) to a Service Resource for a specific time window. Most are auto-created by the scheduler, not manually.
- Make sure Field Service is enabled
Setup → Field Service Settings. Field Service is a paid add-on.
- Open the parent Work Order
Service Appointments are usually created from a Work Order.
- Click New on the Service Appointments related list
Or use the Field Service Dispatcher Console for auto-scheduling at scale.
- Set Subject and Status
Subject: brief description. Status: None / Scheduled / Dispatched / In Progress / Cannot Complete / Completed / Cancelled.
- Set Earliest Start Permitted and Due Date
Drives the scheduling engine: appointment must start between these times.
- Set Service Resource and Service Territory
Resource: who's assigned (a tech). Territory: geographic / functional grouping that gates which resources can be assigned.
- Set Scheduled Start and End
Specific time window. Auto-populated by the scheduler if you use the Dispatcher Console.
- Save
Appointment is created. Mobile workers see it in Field Service Mobile App; dispatchers see it on the Dispatcher Console gantt.
Required. Brief description of the appointment.
Required. None is the default for new appointments.
Required. Cannot schedule before this time.
Required. Must complete by this time.
- Field Service is a paid add-on. Service Cloud alone doesn't include Service Appointments. Check licensing before scoping.
- Service Resource must be in a Service Territory that can serve this appointment. A West Coast tech can't be auto-scheduled to an East Coast appointment without a territory override.
- Auto-scheduling via the Dispatcher Console requires Field Service Lightning Scheduling. Manual scheduling works without it but doesn't optimize for travel time / skills / capacity.