Once the issue details are added to a service call, you will need to assign a technician and schedule the call.

To schedule a call, go to the Details tab of the call and do the following.

1/ From the date picker, select a date. Select one or more service windows based on how long it will take to fix the issue.

2/ Assign a technician for the call. There are two ways to select technicians, depending on the nature of the service call.

Select an available technician on a preferred date

For standard service calls that don't require a specialist technician, select either “All Available Resources” or “Available Field Resources,” then choose the appropriate technician.

Select a specialist technician based on their availability

For service calls that require a specialist technician, select either “All Resources” or “Field Resources,” search for the technician, check their availability, and select the service windows accordingly.

3/ Select the "Notify account about the schedule" option if you want to send an email to the customer about the schedule.

4/ Click “Schedule.”

You can see the scheduled date and time for the call. The technician will now see the call in their Field User view.

If the customer requests after-hours service, you need to send a technician outside of your regular service business hours.

Set the Service Hours/After Hours option to “After Hours.”

Cloud displays the after-hours service windows. Select one or more windows and assign a technician.

After selecting the date, window, and technician, click “Schedule.”

You can see the scheduled date and time for the call. The technician will now see the call in their Field User view.

Cloud provides options to define pricing and availability for on-demand services, such as After-Hours Service and Labor Overage, during a call.

If you plan to charge a different per-hour labor rate for after-hours service, add a distinct labor type.

Check out this article for more details.