Service Calls

Source: This article refers to Service Calls

In a Nutshell

The Service Calls tab of the Workforce Management module is used to view and manage service call records. It is here where service calls that have been completed can be marked as Technically Complete, thereby enabling customer invoicing to occur.

Additionally, you can also manually create new service calls from this tab, and then assign and release them on the Planning Board.


Service Calls Originating from ERP

The initial status service calls originating from an Enterprise Resource Planning (ERP) system have is determined in the Workforce Management Settings. There you can select which ERP status you wish to associate with the following standard Field Service Management statuses:

  • Ready to Plan
  • Technically Complete
  • Cancelled

For example, a service call that had an initial status of “request made” in an ERP system could then be mapped to “Ready to Plan” for Field Service Management.

Note: Additional service call statuses can be created and managed in the Service Cloud.

Service Call Status Lifecycle

A service call will undergo the following status changes in Field Service Management:

Ready to Plan
When a service call has been created, it will have a READY TO PLAN status.
Planned
After activities have been created for the service call, the service call will then receive a PLANNED status.
Released
When planned activities have been dragged and dropped onto the planning board and released to technicians, the service call status will change to RELEASED.
Finished
When ALL activities related to a service call have been completed and have a status of CLOSED, the service call will receive a FINISHED status. The service call is now ready to be marked as TECHNICALLY COMPLETE.
Technically Complete
When a service call with FINISHED status is marked as TECHNICALLY COMPLETE, the service call lifecycle is completed and customer invoicing can occur.

Filters

In the Service Calls screen you can can add more filters and then save the filter in order to apply it at a later time. These saved filters can then be accessed from the Select View dropdown list.




Filter Types

The following filter types can be used when filtering service call records. One or more filters can be used to create a composite filter which can then be saved and used as needed.

Filter Type Description
Customer The customer associated with the service call.
Origin The origin of the service call (example: email, phone call, project plan, sales quotation, etc.)
Responsible The technician assigned to the service call.
Code The unique code associated with the service call.
FSM Status The current status of the service call (example: finished, technically complete).
Priority The priority level of the service call (LOW, MEDIUM, HIGH).
Problem Type The problem type associated with the service call (example: parts old).
Subject The subject of the service call.
Territory The territory in which the service call is located.
Type The type or category of the service call (example: Inspection, Planned Maintenance).

Actions

Changing Status to Technically Complete

The Service Call status “Technically Complete” indicates the following:

  • All activities related to the service call have been CLOSED.
  • The service call has a FINISHED status.
  • The information entered by the technician (mileage, time, effort, equipment, etc.) is now ready for validation and acceptance.

In order to change the service call status from FINISHED to TECHNICALLY COMPLETE, you must complete the following steps:



  1. From the Service Calls tab (1), select the FINISHED option from the filters list (2).
  2. From the Service Calls window, select the finished service calls you would like to mark as TECHNICALLY COMPLETE (3).
  3. After selecting the service calls the application will display a Technically Complete button above the edit button. Click this button and the status of the selected record/s will be changed to TECHNICALLY COMPLETE (4).
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