Use Case: Booking Confirmation Activities

Overview

Automatically create phone call activities and related records when a booking is confirmed in Field Service scenarios.

Business Scenario

When a booking is created or confirmed:

1. Create a confirmation phone call activity
2. Update booking with calculated fields
3. Create a pre-appointment reminder

Prerequisites

• Template Engine solution installed
• Bookable Resource Booking entity
• Phone Call and Task entities

---

Configuration

Template Group

Field	Value
Name	Booking Confirmation Workflow
Source Entity	bookableresourcebooking
Filter Expression	statecode == 0 && bookingstatus == 690970001

Filter ensures only confirmed bookings (status 690970001) trigger the workflow

---

Template Item 1: Create Confirmation Phone Call

Target Entity: phonecall

{
  "subject": "{{ 'Booking Confirmation: ' | append source.name }}",
  "description": "Confirm booking details with customer.\n\nBooking Details:\n- Start: {{ source.starttime | date.format 'yyyy-MM-dd HH:mm' }}\n- End: {{ source.endtime | date.format 'yyyy-MM-dd HH:mm' }}\n- Resource: {{ source.resource.name }}\n- Duration: {{ source.duration }} minutes",
  "scheduledend": "{{ date.now | date.add_hours 2 }}",
  "directioncode": true,
  "[email protected]": "/bookableresourcebookings({{ source.bookableresourcebookingid }})"
}

Explanation:

• Creates an outgoing phone call (directioncode: true)
• Includes all booking details in description
• Schedules call within 2 hours

---

Template Item 2: Update Booking with Confirmation Details

Target Entity: bookableresourcebooking

{
  "bookableresourcebookingid": "{{ source.bookableresourcebookingid }}",
  "new_confirmationcallscheduled": true,
  "new_confirmationdate": "{{ date.now }}",
  "new_estimatedarrival": "{{ source.starttime | date.add_minutes -15 }}"
}

---

Template Item 3: Create Pre-Appointment Reminder

Target Entity: task

{
  "subject": "{{ 'Reminder: Upcoming booking - ' | append source.name }}",
  "description": "Reminder to prepare for upcoming booking.\n\nCustomer: {{ source.new_customerid.name }}\nLocation: {{ source.new_location }}\nNotes: {{ source.new_specialinstructions }}",
  "scheduledend": "{{ source.starttime | date.add_days -1 }}",
  "prioritycode": 2,
  "[email protected]": "/bookableresourcebookings({{ source.bookableresourcebookingid }})",
  "TemplateEngine": {
    "Condition": "{{ (source.starttime | date.diff date.now 'days') > 1 }}"
  }
}

Only creates reminder if booking is more than 1 day away

---

Template Item 4: Create Customer Follow-up (Post-Service)

Target Entity: phonecall

{
  "subject": "{{ 'Post-Service Follow-up: ' | append source.name }}",
  "description": "Follow up with customer after service completion.\n\nService Date: {{ source.starttime | date.format 'yyyy-MM-dd' }}\nResource: {{ source.resource.name }}",
  "scheduledend": "{{ source.endtime | date.add_days 1 }}",
  "directioncode": true,
  "[email protected]": "/bookableresourcebookings({{ source.bookableresourcebookingid }})"
}

---

Template Trigger

Field	Value
Name	On Booking Confirmed
Entity	bookableresourcebooking
Message	Create / Update
Filtering Attributes	bookingstatus

---

Expected Outcome

When a booking is confirmed:

1. Confirmation phone call is created immediately
2. Booking record is updated with confirmation details
3. Pre-appointment reminder task is created (if booking > 1 day away)
4. Post-service follow-up call is scheduled
5. All activities are linked to the booking record

Rollback

Use Roll Back on the Template Job to remove all created activities during testing.