Customize Appointment Booking Flows

Learning Objectives

After completing this unit, you’ll be able to:

Configure an appointment topic so that it’s preselected in a flow.
Remove the appointment type screen from a flow.
Set the distance unit to km for service territory locations.

Preselected Topic

Most customer appointments scheduled by advisors at Cumulus Bank are centered on Wealth Management, so it makes sense to have it preselected in the appointment booking flow.

Since this flow relates to advisors scheduling appointments with customers, Matt tweaks the settings for the Outbound flow. Before making the actual change, Matt goes into the Work Type Groups tab, selects the Wealth Management topic, and copies the ID code from its record page URL.

: The Wealth Management URL with its ID code highlighted.

Matt uses this ID code to make the change.

From Setup, in the Quick Find box, enter Flows and then select Flows.
Select the desired flow, such as Outbound New Appointment.
Under Toolbox, select Manager.
Under Variables, click workTypeGroupId.
In the Default Value field, Matt enters the work type group ID for the Wealth Management work type group.
Click Done.
Save and activate the flow.

The Edit Variable window showing the Default Value changed to the code of the new appointment topic.

It’s best practice to clone a flow and then make any changes to it to ensure you don’t make any unintended changes to an already functional flow. If you customize a flow by changing the order of the flow components, or remove the steps in a standard flow, flow variables may not work as expected.

We’re Not Meeting… In-Person

As a result of the COVID-19 pandemic, Cumulus Bank is doing most customer appointments via video in San Francisco. Matt thinks, Wouldn’t it be nice if we could do away with the option to select the appointment type in the first place, at least temporarily?

To get this going, Matt simply removes the appointment type screen using Flows and ensures that the default is always Video.

From Setup, in the Quick Find box, enter Flows and then select Flows.
Select the desired flow, such as Outbound New Appointment.
Under Toolbox, select Manager.
Delete the screen Appointment Topic.
Double-click the component Assignment Set Initial Values.
For variable Service Appointment Type, select Video in the Value field.
Click Done.
Save and activate the flow.

Make sure that the updated flow gets triggered instead of the old one when you click the relevant action or button to schedule an appointment.

From Miles to Kilometers

When advisors or customers choose a service territory, the booking flow shows the distance from the appointment booking location in miles. The team wants to change this to the international standard, kilometers. Here’s what Matt does.

From Setup, in the Quick Find box, enter Flows and then select Flows.
Select the desired flow (Inbound or Outbound).
Under Toolbox, select Manager.
Search for and select distanceUnit.
In the Default Value field, change mi to km.
Click Done.
Save and activate the flow.

The Edit Variable window showing distance unit value changed to kilometer.

Hide Time Zone Selection

Advisor Ryan routinely books appointments with customers in San Francisco. Since he primarily works out of the HQ branch location, choosing from and selecting a time zone is a redundant step. Matt tweaks the related flow variable again to hide the time zone dropdown on the Appointment slots screen.

From Setup, in the Quick Find box, enter Flows and then select Flows.
Select the desired flow, such as Outbound New Appointment.
Under Toolbox, select Manager.
Search for and select showTimeZonePicklist.
In the Default Value field, change True to the global constant False.
Click Done.
Save and activate the flow.

The service appointment page layout mapped to the running user controls the fields that appear on the Review Service Appointment screen. For example, if a customer has the Customer Community Plus profile, which is mapped to the Customer Community Service Appointment Layout, you can edit that layout and mostly control what appears. Some fields will always appear, like Required service resource. If you want complete control, replace the Review Service Appointment Component with your own component or display fields.

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