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 service call that have not yet been marked as “Ready,” where there project will be tracked.
Subject	This subject of the service call.
Status	This status of the service call.
Priority	The priority of the service call.
Start Date	The scheduled service call start date.
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.