The dispatcher organizes the fleet of service technicians. The dispatcher decides which customers they will call on and in what order.
Main Work Tasks
| To | See |
|---|---|
Set up and customize service items and service groups. This includes establishing which skills a service requires and troubleshooting guidance. | |
Establish service hours and status types to add time predictability to your service management application. | |
Set up tool to manage customer service representative and resource assignments based on availability, skill, and proximity. | |
Learn about the Service Contracts window and set up contracts, customer templates, and a system for managing service quotes. | |
Create service contract quotes and convert a quote into a service contract. | |
Update the terms of a contract and track profit and loss. | |
Take customer requests for service and turn the requests into Service Orders. | |
Set up a system to provide customers with loaners while their items are under repair. | |
Set up and fine-tune pricing details on service items. | |
Plan the delivery of service using the Dispatch Board. You can also use project management tools in the Jobs department to assist in planning. | |
Set up resources in a group and allocate them to a service order depending on availability. | |
Deliver service to customers, using the Service Tasks feature. | |
Create invoices and post them to your financial management system. |
Related Tasks
| To | See |
|---|---|
Create and process quotes, enter and process sales orders, and manage the return of goods from customers. | |
Create and process purchase orders, authorize vendor payments, and manage the return of goods to vendors. | |
Create sales invoices, post receipts, and apply receipts to invoices. | |
Define items and their process structure. |