Scenario 2 is for any situation where a third-party (such as a property management or home warranty company) has requested service, and you need to contact the consumer for scheduling. 

The idea is, ServiceDesk quasi-automatically creates and sends an email to the consumer, like the following:

Dear Sir or Madam:

We have received a request from American Home Shield to perform service as follows:

     Job # 72851, ROOMBA CENT VAC
     123 SKY HIGH LANE
     UTOPIA, CA 92629
     949-515-1555  949-516-5656  949-518-6565

We need to make an appointment to perform this service.  If you'll simply click on the following link:

It will take you to a page on our website, where you can schedule this visit.

If unable to schedule via that link, please call us at 360-427-6000.

In response to the email, the consumer clicks on the link, and is taken to an interface on your website that's specifically configured for this situation. 

Go ahead, pretend you're the consumer who's received this email, and click on the link.