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Logging service calls

How to log a Service Call on Cloud

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Written by Ashok P
Updated over a week ago

Service calls can be logged only after you begin the service contract. Otherwise, the project associated with the contract will not be available in the modal to log the call.

Create the call

To log a service call, go to “Service > Calls” in the left navigation menu and then click “Schedule service.” This will open a modal to log the primary details of the call.

Client Information

Select the customer's primary contact in the “Client Name” field. This will populate all the customer details in the Client Information area.

Project Information

Select the project for which you want to log the call. This will populate the service contract in the modal.

If you want to see the coverage in the contract before logging the call, click “View,” and this will populate all the contract details.

If the project is carried out from a location with a different labor charge, select the associated “Fulfillment Location.”

Site Address

Add the address of the work site.

Click “Create.” A new call is created, and you can find it under calls titled “Open” status.

Add call details

You will see the call log for the call. In the “Details” tab, add the following:

Issue Reporter

Click “Change contact” and select a contact if the primary contact did not report the issue.

Issue Reported

In the “Issue Reported” text box, enter all issue details. This can come from the customer as an email, text, or any other form of communication.

It is good practice to check with the customer for a preferred day and time and add that to the call log to schedule the call per the customer's preference.

Site Notes

Click “View site notes” to add notes for the technician. For example, a gate code or a warning about pets.

Priority

Assign a level of priority for the call. You can assign “Low, Medium, High, or Urgent.”

While this may depend on the urgency shown by the client, it is good practice to internally map the tier of the service contracts to the priority levels.

For example, calls for “Standard” service contracts are either Medium or Low, “Premium” contracts are either High or Medium, and “Concierge” contracts are always Urgent.

Checklist

Add a checklist for the technician if needed.

For example, in addition to resolving the task of fixing the Wi-Fi router, check for any devices that may cause interference with the signals.

Schedule the call

Here, you will need to choose one or more service windows that align with the preferred time and select one or more technicians.

Check out this article for more details about scheduling the call.

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