Using Mobileforce FSM, you can create a service task, which is how the work to be completed by a Technician is documented. This information is collected from a customer, typically by an Agent, so the work can be scheduled by a Dispatcher and then assigned to the applicable Technician.
Service Tasks can be generated directly from Mobileforce FSM or from an existing CRM object, such as a case or a ticket, in your associated FSM. For example, if you have an existing Case in your Sugar CRM, you can generated a Service Task from that object.
All of the sections and fields of a Service Task can be customized to meet your business and organizational needs. This work is completed by either a user with admin privileges or by Mobileforce. The user interface displayed and described in these articles is based on the default version created by Mobileforce.
Generating a Service Task from a CRM module
Mobileforce FSM has seamlessly integrated with your CRM, so you can easily access the FSM module from your CRM. Additionally you can create a service task from a CRM module:
- For SugarCRM, you can create a service task from the Case module. For more information, see Using Mobileforce FSM with SugarCRM.
Generating a Service Task from Mobileforce FSM
You can create a Service Task directly from the Mobileforce FSM application. From there, you can associated it with a CRM account, customer location, and contact.
From the Field Service menu, select Service Tasks.
Service Task Menu
From the Service Task menu, you can do the following.
- To create a new Service Task, click the + Add button.
- To edit an existing Service Task, locate it in the table and click the button.
- Click the icon of a field of an existing service task to edit that field.
- Filter the Service Tasks table to show only the results you need. For more information, see Filtering Tables.
Creating a Service Task
Clicking the + Add button creates a new Service Task with no information provided.
You can enter the main details regarding the task in the Summary section, as well as specify applicable information in the Location Information, Contact Information, Scheduling Information, and Payment Information sections.
In the Summary section enter the following Service Task information:
Enter a descriptive name for the service task. If you do not enter a name, Mobileforce FSM will automatically generate a random name.
Select the desired type from the dropdown list. This list is populated from the Service Task Types page which can only be updated by Admins. If you require an additional Type to be added to the list, please contact your Mobileforce Admin.
Select the current status of the task from the dropdown list. This field is required. This list is populated from the Service Task Status page, which can only be updated by Admins. If you require an additional Status that is not listed, please contact your Mobileforce Admin.
- Work Order:
Select the work order from the dropdown list that is associated with the service task, if any. For more information, see Creating and Editing Work Orders.
- CRM Account:
Select the account from your source CRM to associate with this service task.
Enter a detailed description of the task, as provided by the client.
Select the task priority from the dropdown list.
- Skills Required:
Select the one or more skills required from the selection list. This list is populated from the Skills page, which can only be updated by Admins. If you require an additional Skill that is not listed, please contact your Mobileforce Admin.
- Skills Required Constraint:
Select one of the following:
- Any: If any of the listed skills is sufficient to complete the task. (For example, when a job could be completed by a technician with either Network Admin or Software Admin skills.) This is selected by default.
- All: If all of the listed skills are required to complete the task. (For example, when a job could only be completed by a technician with both Network Admin and Software Admin skills.)
- Closing Notes:
Enter any additional information or notes that the dispatcher or service technician need when scheduling, dispatching, or completing the task.
- Installed Equipment:
Select equipment from the dropdown list that is neccessary for the completion of the task that is installed at the location. For more infomation, see Creating and Managing Installed Equipment.
Entering Location Information
Click the Customer Location dropdown list and select the desired location. Once selected, Mobileforce FSM populates the remaining Location Information fields with the location details.
Entering Contact Information
Click the CRM Contact dropdown list and select the desired contact from the Contacts page of your source CRM. Once selected, Mobileforce FSM populates the remaining Contact Information fields with the contact details.
Entering Scheduling Information
Specify the desired scheduling information options:
Click the dropdown list and select the office to be assigned this service task. When this task is saved, Dispatchers from the selected office will be able to schedule and dispatch this task to their service technicians.
Click the dropdown list and select the territory where this service task will be completed.
Service Estimated Hours:
Enter the number of estimated hours it will take to complete the task.
Service Estimated Days:
Enter the number of work days it will take to complete the task.
Entering Payment Information
Specify the desired payment information options:
Click the switch to On if this task is to be billed separately from an existing maintenance or service contract.
Service Amount Due:
Enter the amount of money that the customer is to pay for the service task to be completed.
Click the field to enter or select the date when payment is due for the service task.
Enter the information describing how the customer is to pay for the service task to be performed on the specified date.
Editing a Service Task
When you click the button to edit an existing service task, Mobileforce displays the task as well as any related Mobileforce FSM objects.
Click the Edit button to edit the details of the service task, and when finished, click Save to update the task.
Service Task Objects
The following object sections are listed when you edit a service task. These sections are listed even when no objects of that type are associated:
- Required Parts
- Documents and Images
- Customer Service Requests
- Inventory Transactions
- Service Task History
Each section allows you to review the objects related to the service task. Additionally, you can do the following:
- Click to open the related object.
- Click to create a new object.
- Click to open the table for the object(s).