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
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 PLANstatus.
CLOSED, the service call will receive a
FINISHEDstatus. The service call is now ready to be marked as
FINISHEDstatus is marked as
TECHNICALLY COMPLETE, the service call lifecycle is completed and customer invoicing can occur.
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.
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.
|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:
|Priority||The priority level of the service call (
|Problem Type||The problem type associated with the service call (example:
|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:
Changing Status to Technically Complete
The Service Call status “Technically Complete” indicates the following:
- All activities related to the service call have been
- The service call has a
- 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
TECHNICALLY COMPLETE, you must complete the following steps:
- From the Service Calls tab (1), select the
FINISHEDoption from the filters list (2).
- From the Service Calls window, select the finished service calls you would like to mark as
- 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