Service Call

Source: This article refers to Service Call


In a Nutshell

The Service Calls module is used to view, manage, and create service calls in Field Service Mobile. Service calls are managed and assigned by planners using the Workforce Management module.

When service calls are completed, the checkout information (including customer signature, and effort information such as material, expenses, time, and mileage) will be submitted for review and use in billing.

For users operating an Enterprise Resource Planner (ERP) system in the background, this information will be reviewed and accepted there, with approval status displaying in the Approvals module.

All users can see service call related notifications (such as customer sign-off logs) in the Alerts module.


A Closer Look

When an employee receives a Service Call assignment, the notification will include the following information:

Service Call Details

Field Description
Code This status is for sales order quotations that have not yet been marked as “Ready,” where there project will be tracked.
Subject This status is for sales order quotations that are ready for review.
Status This status is for sales order quotations that are currently in the process of being reviewed.
Priority This status is for sales order quotations that have been approved and can now be completed.
Start Date This status is for sales order quotations that have been completed.
End Date The scheduled service call end date.
Customer The customer receiving the service call.
Contact The customer point of contact.
Origin The means of communication by which the service call originated (email, phone, etc).

How do I use it?

Viewing Service Calls

From the Service Calls module main screen, users can select between multiple tabs to view and manage open service calls:

View Description
Calendar By selecting this option, users can view all service calls from a monthly calendar. Days with scheduled service calls will include an indicator.
Mine By selecting this option, users can view all service calls that have been assigned to them.
All By selecting this option, users can view all service calls.

Available Actions

After selecting a Service Call record, users can complete a number of additional actions:

Available Action Description
Create Activity By selecting this option, users can create a new activity using the information contained in the Service Call record, such as Business Partner, contact, status, etc.
Create Checklist By selecting this option, users can assign a checklist template to the Service Call record.
Create Effort By selecting this option, users can input working time information associated with Service Call.
Create Expense By selecting this option, users can add an expense to the Service Call record.
Create Material By selecting this option, users can add materials to the Service Call.
Create Mileage By selecting this option, users can input service call travel and mileage information.
Create Signature By selecting this option, the application will redirect to the customer signature interface, where customers can sign off on the service call.
Export to PDF By selecting this option, the application will redirect to the Export to PDF screen, where users can select what information to include in the PDF document (example: materials, efforts, start/end time, mileage, activity, etc).

Create Service Call

From the Field Service Mobile Service Call module it is possible to create a service call.

Users with create service call permissions can create a Service Call by selecting the “Create Service Call” option indicated by a plus sign (+) in the application.

The application will redirect to the Create Service Call screen where users can enter the following information:

Field Description
Business Partner Required. Dropdown. Select from a list of predefined Business Partners.
Contact The customer contact for the service call.
Subject Required. Enter the subject of the service call (example: “Copy Machine Repair”).
Status Dropdown. The status of the service call. Examples include: Closed; Open; Pending; Ready to Invoice; etc.
Priority Dropdown. The priority of the service call. This may determine the order or timing of the service call response.
Responsible The employee (technician) responsible for responding to the service call.
Origin Dropdown. The means by which the service call information was received or communicated (example: phone, email).
Call Type Dropdown. The service call category. Examples include: maintenance; repair.
Notes Text input field. If applicable, any additional notes or details regarding the service call.
Resolution Text input field. Used, if necessary, following service call completion.
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