Getting Started: Dispatching

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Dispatching in FieldEdge allows you to take a Customer request for service and assign a technician based on availability and skill to meet your clients expectations.

Virtually all interactions in FieldEdge begin with a new or existing Customer.

1. First, determine if the Customer is new or existing. To do this, click on Customers on the left side of your FieldEdge screen.

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2. Next, click into the Search by... field, and look for the Customer by typing in their name, address, or phone number.

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3. If the Customer's name returns in the search results, simply click the Customer.

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Optional: If the Customer does not populate on the list, click Add Customer. Click here to learn how to enter a new Customer into FieldEdge.

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4. Click on the Timeline micro dashboard.

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5. Here you will view Activity and saved Attachments relevant to this Customer.

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Note: The notes stored here can be created by both office and mobile users and are not visible to your Customers.

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6. Next, we'll review the Work Order micro dashboard and how to create a Work Order and navigate the Call screen.

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Once you have determined the Customer will have service done, you will create a ticket outlining the work to be completed.

1. From the Customer's micro dashboard, select the Work Orders section.

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2. Here you can access previously created Work Orders and create new Work Orders, for the Customer.

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3. To create a new Work Order, click Add. This will bring you to the Call screen.

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4. First, you can see an overview of your Customer's details through the Customer Information section.

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Note: Customer Information also includes if a Customer owes you money, if they have an Agreement and if it's expired, and the status of any Equipment.

Optional: If a customer has an Agreement, and you wish to schedule that appointment, you can do this by clicking Select in the Upcoming Maintenance Appointments field.

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5. Next, in the Task Details section, click Task and select an entry that matches what should be done for the customer.

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6. Then, click into the Lead Source field and select how the Customer heard about you.

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7. Now, use the Call Notes field to enter any information provided by the Customer about the Work Order. These notes are not visible to a Customer.

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Optional: If required, you can use the Customer PO# field to provide a number.

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8. Next we'll learn how to Schedule now or Book for later.

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Once you have finished creating the Work Order, you will need to determine when this work will be performed.

Schedule now

1. From the Call screen, click Schedule Now.

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2. You will now be on the Dispatch Board with your Work Order showing as Unassigned.

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3. First, click on the calendar icon towards the top of the Dispatch Board and select the date of service.

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4. Next, click and drag your Work Order onto the time slot of the Technician that will perform the work.

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Book for later

Ideal for future planning or creating a reminder to schedule this Customer at a required time.

1. From the Call screen, click Book for later.

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2. On the Availability window, use the calendar or arrow buttons to select a date.

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3. Once a date is selected, pick one of the green time slots, indicating an available appointment window.

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4. When finished, click Book for later.

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