Appointments data included in core service scheduling solution
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2021 |
Business value
Outlook availability information is not currently considered in scheduling. This means schedulers have to switch between two separate tools (Outlook and Dynamics 365) to get a complete view of availability, which can lead to scheduling errors and time lost in rescheduling. Including Outlook data in core service scheduling will increase schedulers’ productivity and reduce avoidable scheduling errors.
Feature details
With this feature, scheduling operations consider Microsoft appointments in conjunction with service activity to provide availability details during the scheduling process. This includes a new schedule board view that reflects the appointments in addition to service activity.
Outlook appointments will require manual tracking in Dynamics 365 so that they'll appear in the Microsoft Dataverse appointment entity.
Appointments will show in read-only mode on the new schedule board. Scheduling operations will consider appointments as location-agnostic.
See also
Use the schedule board to configure service activities (docs)