Business Process Flow for Appointment Booking

A typical business process for a customer service center follows:

1. A customer initiates a request for service.

2. The customer service representative creates a service request, and selects an activity plan to generate activities for the request.

3. The agent clicks the Book Appt button in the Service screen or the Activities screen to see a list of appointment choices for the selected activity.

4. The customer service representative, who sees these choices in a dialog box, selects a time slot and clicks Confirm.

If the customer does not want any of the time slots, then the customer service representative clicks Cancel.