What is a Service?
The Service Record
What we call a Service in Restocker is really a collection of different records relating to a Service or Restocking job.
This collection of records begins 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.
Notifications to customers are based on the Service record and the Service record page is where most of the work of Restocking or Servicing occurs.
What are the Components of a Service?
The Service record has its own set of details like the start and end time, but it also has related records such as 'Work Orders' and 'Work Order Line Items'.
If we think of a Service like a company with a boss, managers and workers, the record hierarchy looks like this:
Level 4: The Service Record (The Boss) - The Service Record tracks big important details about the Service and is responsible for the records beneath it
Level 3: The 'Parent' Work Order (Executive Manager) - The Parent Work Order is responsible for managing all of the 'Asset' Work Orders on the Service. They also have their own 'Work Order Line Items' for tracking 'Additional Sales' and 'Service Fees'. Each Service will only have 1 'Parent' Work Order.
Level 2: Asset Work Orders (Line Managers) - Each Asset to be serviced will have a 'Asset Work Order' that represents it. The Asset Work Order tracks the status of the Asset and is how we link an Asset to a Service.
Level 1: Work Order Line Items (Employees) - Work Order Line Items track the Products being used to Restock or Service an Asset, they report directly to a Work Order. Work Order Line Items have a reference to a Product, a Required Quantity (the Quantity of the Item that we need to deliver in order to complete our Restock job), a Delivered Quantity (the Quantity of the Item that we have actually delivered) and a Unit Price (How much we are sellinng each Unit for).
Managing all of these related and children records sounds like a real nightmare. Thankfully the Service Module inside of the Restocker App handles all of the complexity of creating and updating these records for you.
That way you only need to worry about delivering a great Service.
Finding a Service Record
Details on how to find a Service record are available in the Accessing a Service article.
The Service Page
The Service record page is where the bulk of a Service occurs.
There are three sub-tabs:
- Details
- Notes And Comments
- 'Assets And Service Orders'.
The bulk of your work as a Restockist or Service agent will occur within the 'Assets and Service Orders' tab.
Service Fields
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 Servicing Module (Assets and Service Orders)
The Servicing Module is accessed via the 'Assets and Service Orders' tab of a Service record page.
At first this screen can be a little confronting, but as you get used to the workflow of the Restocker App, its layout will become more familiar.
We'll discuss the individual components in the Servicing Module and how they're used over the next steps of this guide, but for now we'll give you a quick overview.
The left-hand side of the page contains interactive and dynamic components that are used to search for, access and use different records relating to a Service.
In the screenshot above you can see the two starting left hand components: 'Selected Assets' and 'Add Assets'.
You'll also see a sub-tab for 'Add on Products'.
On the right-hand side of the page you'll find several sub-tabs which contain various lists of information about what you've selected for Restocking or delivered for the Service or the Asset you're working on.
Typically you will be working from left to right, selecting Assets and Items on the left and checking, updating or confirming them on the right.