4. Completing a Service

Accessing the Complete Service Modal

Once you have finished adding and delivering Items and marking Assets complete, you're ready to close off the Service, create an Opportunity and either take Payment or send an Invoice.

These final steps are performed in the 'Complete Service Modal'.
To access the modal, use the button in the upper right-hand side of the right-hand components in the Servicing Module.

The Complete Service Modal

The Complete Service Modal contains three 'sections'.

The top section holds some information about the Service and gives the opportunity to update the Service Start and End times as well as leave any Internal or Public Comments.
Update these details and then select 'Save' to save your changes to the Service record.

The middle section holds three tabs: 'Assets Serviced', 'Service Summary' and 'Service Fees'.
These tabs provide extra information and allow for the ability to update pricing or attach fees to a Service job.

The bottom section hold actions related to closing the Service.
Initially this section will show options for completing the Service which will generate an Opportunity record.
After the Service has been completed, the bottom section will contain actions for generating a Service Report or Taking Payment.

Checking the Service

The Assets Serviced tab shows an overview of the Assets that were added to the Service, their Status, the number of different Items Restocked and the Total Price for the Asset.
You can use this tab to quickly double check that you have finished all of the Assets and that everything looks correct.

The second tab - 'Service Summary' - is the same as the Service Summary in the main Servicing Module.

Here you will find a combined list of each Item used during the Service as well as the Delivered Quantity across all Assets and Add on Product sales in the Service.
You may also opt to update the final Sale Price by selecting the Price in the list and entering a new value.

Adding Service Fees

One of the last steps you may wish to perform during a Service is to add any applicable 'Service Fees'.
Selecting the Service Fees tab will bring up a Service Fee selector.

If your State or Territory has set a 'Default Service Fee' you will find the 'Add Default Service Fee' button. Selecting this button will quickly add 1 Quantity of the Default Fee.

You may also select a different Service Fee using the 'Select Service Fee' box.

Tapping or clicking in this box will bring up a list of 'Service Fee' Products that are available in your region's Price Book.
Selecting one of the entries will add 1 Quantity of the Fee to the Service.

Selecting a Quantity or Sale Price will allow you to enter a new value, adjusting the amount or price of a Fee. Setting the Quantity to 0 will remove the Service Fee from the Service.

Closing a Service and Creating an Opportunity

Before a Service can be sent to your region's finance platform for Invoicing or Payment, you must Complete the Service and convert it into an Opportunity record.

To do so select the desired Invoice Template using the drop down and then select 'Complete Service'.

A warning dialog will appear noting that some features of the Servicing Module will become locked after converting the Service into an Opportunity.
The reason for doing this is because once an Opportunity has been integrated into a finance platform, it can no longer be edited as the Invoice will have already been delivered to the customer.

Any changes to the Invoice after sending would need to be performed by your region's finance team in order to ensure compliance with relevant federal and state regulations.

After converting a Service into an Opportunity the options available will change.

What are Invoice (Opportunity) Templates?

Sometimes different State or Territory offices, or even different customers, might want their Invoices to be formatted in specific ways.
An Invoice Template allows us to create templates for how the different Line Items in a Service are written to the Opportunity for delivery to a finance platform.

For example depending on the finance platform, we might simply send a summary of the number of Assets serviced with the total price. For instance we might say '4 Assets Serviced for $200 Total'.
In other cases we might want a 'Detailed' Invoice, where we send each Product and the Total Quantity to the finance platform.

For most regions the only option available will be 'Detailed'. This is because the finance platform needs to know each Product and the Quantity sold in order to manage Stock Levels and to track Profit/Loss per Product offering.

Choosing Payment Method - Invoice (On Account) or Taking Payment via Credit Card

Now that the Service has been converted to an Opportunity we need to decided if we're going to take payment via Credit Card or send the Opportunity to a finance platform in order to generate an Invoice (payment On Account).
We do both of these functions via the 'Choose Payment Method' button.

The first step on the 'Payment' modal is to choose if we wish to override the 'Bill To Contact'.
This is the person who will receive any Invoices or communications sent by your finance platform.
Leaving the box unchecked will send the Invoice to the default Invoice Contact for the Account, while checking the box allows you to specify a different recipient.

After deciding to override the Bill To Contact or not, we have the option of entering a Purchase Order Number.
If the Purchase Order Number was entered on the Service before completing it, the value will be prefilled.
A Purchase Order Number will be required if Paying via Invoice.

Finally select the Payment Method - Credit Card or Invoice, and then select 'Next'.

Taking a Credit Card Payment

If you chose to take Payment via Credit Card, a Credit Card Payment form will appear.

Enter the customer's Credit Card details into the box and select 'Pay Now'.
Once the Payment has been confirmed the Opportunity and Payment information will be integrated into your finance platform where a paid Invoice can be generated and delivered to the customer. (This may be an automated process in your region.)

Taking Payment via Invoice

If you have instead chosen to take Payment via Invoice, selecting 'Next' on the Take Payment modal will instead update the Opportunity with the correct Contact and PO Number.
If your State or Territory has opted for 'On Account' Services to be automatically Invoiced, the system will flag the record as 'OK to be Integrated', triggering an integration with your region's finance platform.
If your State or Territory has not opted for automatic Invoicing, a user will have to manually check the Opportunity and update the 'OK to be Integrated' flag.

After taking Payment and Completing the Service, you may wish to send a 'Service Report' to your customer.
More details on how Service Reports work are available in the next article of this guide.