It is important to understand the difference between scheduling a job, assigning a technician to a job, and dispatching that technician to a job. They are three distinct actions. This article will cover scheduling a job and assigning a technician to that job.
After understanding how to schedule a job and assign a technician to it, you can learn how to dispatch that technician to a job.
When a customer calls in, click the blue "Schedule Work" button on the home page. This will open the scheduler screen and allow you to record a call and schedule a job.
Once the scheduler screen is loaded, you can begin to take the customer's information. We recommend you search for the customer based on their phone number, but you can search for them using the same fields as the customer search.
If the customer is brand new, click the "New Customer" button to enter their information.
If the customer is a returning customer, select the location they would like to schedule service for, or click the "New Location" button if they are at a new location.
Once the service location is selected, you can move on to recording information about the call and job.
Call / Job Details
Though only the "Call Result" dropdown is required, we highly recommend your agents fill out the "Call Reason" and "Campaign" dropdowns.
The "Call Result" dropdown determines if the call becomes a booked job or not. If the call does become a booked job, an additional panel will open below the "Call Details" panel to record the service type and priority.
Note: You can use the External ID to track any additional identifier with this job. For example, if this job is the result of warranty work and a warranty provider has a work-order number, you can enter that here to track it. This value will be displayed to the technician in the app.
Once the customer has indicated they want to book the job, you can scroll down to schedule (and optionally assign the job).
This interactive calendar will show you a list of your technicians, the jobs they are currently assigned to, and a date picker. Click the calendar on the date and time that the customer has agreed to. The default duration of the service type selected will highlight the calendar blue.
You are not required to immediately assign the job to a technician. The last row in the calendar is named "Unassigned Jobs". You can place the job there and assign it at a later time if you wish.
Once everything is set, click the "Book Job" button to save the job.
Note: Assigning a job to a technician will not immediately dispatch them to it. You will still have to manually dispatch them, or rely on ServiceLine's automated dispatcher if you have that feature enabled.
If the job was unassigned when scheduled, you will have to assign it to a technician before it can be dispatched.
- Click the ServiceLine logo in the upper left hand corner.
- Locate the unassigned job in the left hand "Unassigned Jobs" column.
- Drag and drop the job to the technician on the day you would like it assigned.
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