The following are the FAQs about the Service Call functionality.
Q: Can I schedule a service call for customers who are not on a service contract?
A: Yes. Service orders can be issued for customers who are not on a service contract.
Q: Can I communicate with the customer via SMS notifications?
A: Not at the current time. However, this functionality is on our roadmap, and details about this feature will be available soon.
Q: As an Office user, how do I factor in the manufacturer’s warranty for replacement products?
By default, the customer will be billed for all replacement products included in a service call.
You can check if a product is covered under the manufacturer's warranty and exclude the price of the replacement product from the invoice for the call.
Check out this article for more details.
Q: As a Field user, what do I have to do to factor in the manufacturer's warranty for replacement products?
A: As a Field user, you only need to ensure that products needing replacement are on the Replace products list.
If the issue reported in the call clearly states that the product needs to be replaced and you’re carrying the replacement product, replace the product and click “Add product.”
If a replacement is required when on the site, click “Request product.” If you know when the product will be available, you can schedule the next visit when on-site. From here on, your office will factor in the warranty if needed.
In both cases, the invoice sent to the customer will clearly show whether or not the replacement product is billed.
Q: How do I reschedule a service call as a Field user?
A: Rescheduling may be needed when the technician or the customer is unavailable on the scheduled date and time.
To reschedule a call, go to the Dashboard in Field User view. Click “Reschedule” in the service call tile. Set the new time and date and click “Reschedule.”
The Reschedule option is also available in the Call Details view.
Even the service desk can reschedule calls in the Office User view if the technician cannot.
Q: Where can I see the work done during a service call?
Navigate to the “Work Summary” tab of the service call to access the “Issue Found,” “Action Taken,” and “Next Steps” updated by the technician.
For an Office user, these details can be useful when reopening a call due to the issue not being fully resolved on the previous call.
Q: Can Field users replace items and create change orders?
A: Yes. Field users can replace or add products as part of a service call.
Check out this article for more details.
Q: Will Field users be able to work “offline”?
A: Yes. You will find the capability to work "offline" when using the D-Tools Cloud Mobile app. When on the app, you can do the following without requiring an Internet connection:
Clock in and clock out of project events and service calls
Update the details in the project events and service calls
Add and edit time entries for project events and service calls
The app is available on both Android and iOS phones.
Check out this collection of articles for more details.