Manage Service Call

The Manage Service Call functionality provides a streamlined system for tracking, updating, and processing service calls efficiently. It allows service personnel to manage assignments, monitor service status, and ensure timely customer support. The system includes tools for scheduling follow-ups, logging service activities, and maintaining detailed service records, enhancing both customer satisfaction and operational efficiency.

Navigation

Service Call→Manage Service Call.

Service Call Details

When a service call is displayed, the following key details are shown:

• Doc Date: The date the service call was created.
• Doc Number: A unique identifier for the service call.
• Company Name: The company associated with the service call.
• Owner: The person responsible for managing the service call.
• Assigned To: The individual assigned to handle the service request.
• Status: The current status of the service call (e.g., Pending, In Progress, Completed).
• Last Activity: The most recent update or action taken on the service call.
• WO Count: The total number of work orders linked to the service call.
• Active WO Count: The number of work orders currently open.
• WO Order Button: A button that allows users to create or manage work orders for the service call.
• Send SMS: A button to send an SMS update to the customer regarding the service call status.

Add Service Call

To add a new service call:

• Click Add Service Call to open the form.
• Client Name: Enter the client’s name. If the client is new, click New Client, which redirects to the Add Client page.
• Fill in the Client Details according to the provided client name.
• Select the following details:
  • Category Name – Specify the category of the service.
  • Service Type – Define the type of service required.
  • Zone – Choose the service zone.
  • Warranty – Indicate if the service is covered under warranty.
  • Details & Remarks – Provide additional information about the service request.
  • Due Date – Set a due date for completion.
  • Assign To – Select the person responsible for handling the service call.
  • Status – Define the initial status of the service call.
  • Public Selection: Mark as public if necessary.
• Attachments & Comments: Attach any required documents and add comments if needed.
• Click Updateto finalize the service call entry.

View and Edit Service Call

Info Tab

This section displays essential service details, including client and service information.

Edit Service Call

• Update service progress as needed.
• Modify status, assigned personnel, and due dates if required.
• Capture event logs to track all updates and changes.
• Maintain a call log to record customer interactions.
• Add comments for internal communication and follow-ups.
• Use the Suggest Button next to the comment box for auto-correcting grammar and spelling mistakes before submission.