Creating and Managing Services - (Scheduling and Other Details)
Note: For details on how to use the Servicing Module and Complete a Service please see: Restocking and Servicing - performing a service.
What is a Service - Managing Overview
What we call a Service in Restocker is really a collection of different records relating to a Service or Restocking job.
These records all begin with a 'Service Record' which acts as the container for everything else.
The Service record keeps track of important details like the overall status of a Service, when the Service is scheduled to begin and end, where the Service will occur and who the Service is for.
The Service also has related records such as 'Work Orders' and 'Work Order Line Items'.
These related records track information like what Assets need to be Serviced, what was sold during the Service and in some cases what details were changed about an Asset (such as if AED pads or batteries were updated).
The Servicing Module in the Restocker App handles all of the complexity of creating and updating these related records for you, so you only need to worry about the Service record itself.
How are Services Used
Services are used for a variety of tasks, most commonly AED servicing or Restocking jobs.
They may also be used for new Asset sales, Asset inspections or the sale of additional products during a job.
The Service record is also used to communicate notes to a Restockist about the job.
The Service Page
The Service record page is where the bulk of a Service occurs. There are three sub-tabs - Details, Notes And Comments and 'Assets And Service Orders'. We'll discuss the 'Assets And Service Orders' tab in more detail in the Restocking and Servicing - performing a service. guide.
On the Details tab you will find some information that is useful for your Restockists to know when performing their Service.
The first part is where you set the Restockist who will complete the job as well as the Primary Contact for the Service.
The 'Site Details' section lets you set the Restocking Address (Customer Site) where the Service will be performed and includes information from the Restocking Address record such as PPE or Induction details.
Finally you have the Client Confirmation and Scheduling sections.
If your State or Territory allows clients to decline a service and recommend a new time, the details of that request will be available in the Client Confirmation section.
The Scheduling section allows you to update or modify the Service Start or End date.
On the 'Notes And Comments' tab you will find a location to put 'Internal Comments' - notes for the Restockist, and 'Public Comments' - notes that might get included in a Service Report as well as the list of Notes that exist for the Service's Account.
The final tab - 'Assets and Service Orders' is where your Service agents or Restockists will perform the bulk of their work.
While scheduling or managing a Service before the actual job, you are still able to perform the same actions as a Restockist.
This means that you can select Assets for the service as well as add items to the 'required items' list before the start of the Service as a way to ensure that the Restockist delivers any special requests from the customer.
(For example, if the customer has indicated that their AED is beeping, you can add the exact AED and a battery to the service so that the Restockist will know the customer has asked for them).
Creating a Service
Before you begin:
Services in the Restocker App require a couple of related records before being created. Please ensure that you have the following:
- An Account
- A Restocking Address (Customer Site) related to the Account
- A Contact related to the Account
- (optional) Assets related to the Account and Restocking Address that will be serviced.
note: Assets can be created and added to the Service at a later time.
Services can be created from a variety of places using the 'Create Restocker Service' button.
Where to Find the Create Restocker Service Button
The 'Create Restocker Service' button is located in multiple places around the Restocker App.
You may find it in the upper right-hand corner of:
- an existing or completed Service's record page,
- an Account record page,
- a Restocking Address (Customer Site) record page,
- an Asset's record page.
Using the New Service Modal
The Create Restock Service button launches a guided process that will take you through all of the steps required to properly create a Service record.
The following example screenshot was taken from using the 'Create Restocker Service' button on a Restocking Address (Customer Site) record.
The first step is to select the Account and the Restocking Address (Customer Site) for the service as well as the start date and time of the service.
If you launched the modal from an Asset, Service or Restocking Address, the Restocking Address field will be set for you.
The Restocking Address field may require you to search the name or address details. If the desired Address does not appear in the list, begin typing the Address details and select 'Search All'.
If the Account does not have an appropriate Restocking Address, you may also choose to create one now.
Once you have set these details select 'Next'.
If the Restocking Address already has an upcoming Service, a warning dialog will appear alerting you to the existing Services.
- If you didn't want to schedule an additional service you may select the correct existing Service from the list and select 'Next' to navigate to the selected Service.
- If you don't select a Service and select 'Next' you will be taken to the next step in the Service creation process.
Here you will be asked to:
- confirm the start and end date/time of the Service
- choose who the Primary Contact for the service will be (the Contact who should receive notifications about the Service)*
- choose who the Service will be Assigned To.
*The Primary Contact field may require you to search the name or address details. If the desired Contact does not appear in the list, begin typing the Contact name and select 'Search All'.
If an appropriate Contact does not exist, you may also choose to create one now.
Selecting 'Next' will create the Service and trigger any 'new Service' notifications that are enabled in your State.
If there are existing Assets at the Restocking Address for the Service, you will now be given an opportunity to select any Assets that should be included in the Service. Assets can also be added later, so don't be concerned if you don't know which Assets will be serviced yet.
Selecting 'Next' will take you to the newly created Service record.
Updating or Canceling a Scheduled Service
If a Service hasn't been completed, it may be canceled by using the 'Cancel Upcoming Service' button in the top right-hand corner of the page.
Other Service details can be updated using the Details tab on the record page.
NOTE: If you update the service start or end time, be sure to inform the Primary Contact of the change. At this point in time no State or Territory has a notification for when a Service is rescheduled.
