---
title: Managing appointments on behalf of a customer
description: Agents and dispatchers can book, reschedule, or cancel appointments on behalf of customers.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/appointment-booking/managing-appts-on-behalf-of-customer.html
release: australia
product: Appointment Booking
classification: appointment-booking
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Managing appointments, Use, Field Service Management]
---

# Managing appointments on behalf of a customer

Agents and dispatchers can book, reschedule, or cancel appointments on behalf of customers.

Agents and dispatchers can manage appointments on behalf of a customer from a work order, work order task, or in the CSM Configurable Workspace.

Booked appointments can be rescheduled and canceled within the time constraints identified in the configuration.