Overview on Service Appointments Process

Overview on Service Appointments Process

1Stop classifies Service Appointments into these three categories:
  1. Revenue - this type of Service Appointment is not associated with an existing Job and should require an automatic charge to the customer for coming out to perform the service.
  2. Go Back - this type of Service Appointment is associated with an open Job that has been completed and recognized as revenue, but has not been fully closed out and requires additional work to be completed.  In practice there should be no charge for this type of service, unless the customer orders any additional Products or Services during the appointment.
  3. Warranty - this type of Service Appointment is associated with a Job that has been closed, is under warranty and requires work to be performed that are covered under the warranty. In practice there should be no charge for this type of service unless the customer orders any additional Products or Services during the appointment.
In this introductory article, we will provide a high level overview on the process for each of these Service Appointment types, including links to the more detailed training articles for each.

Revenue Service Appointment Processes

Revenue Service Appointments can be broken down into Scheduling Process and Servicing Process.  Following is an overview on each.
Prior to scheduling your first Revenue Service Appointment the appropriate Service Products will need to be setup in the Products Module.  For further instructions please review the Setting Up Service Products article.

Scheduling Process

The Scheduling Process is initiated when a Contact has requested a Service Appointment.  The following provides an overview on how to Set, Confirm, Issue, Reschedule and Cancel Revenue Service Appointments.
  1. Set a Revenue Service Appointment: All Revenue Service Appointment should be Set from the Contact record by selecting the Set Revenue Service Transition button in the Contact Blueprint.  Upon completing the Transition, the selected Ops Block record with the Set service appointment will appear in the related lists of the Contact record (you may need to refresh the Contact record to see the set Ops Block record). For further instructions please review the Setting a Revenue Service Appointment article.

  2. Confirm and Issue a Revenue Service Appointment: When you are ready to Confirm and Issue the Revenue Service Appointment, navigate to the Contact's Ops Block record for this service appointment and select the Confirm and Issue Transition.  Upon successfully completing this Transition, a meeting will be added to the calendar for the Revenue Service Appointment and a Sale record will be automatically created with the appropriate charge associated with the Service Product.  For further instructions please review the Confirm and Issue Ops Blocks article.

  3. Reschedule a Revenue Service Appointment: If you need to Reschedule a Revenue Service Appointment, navigate to the Contact's Ops Block record for this service appointment and first determine if the new time is within the Ops Block Time Block Restrictions field.  If the new rescheduled time is within the Ops Block Block Start and Block End fields, then select the Change Event Time Transition.  If the new reschedule time is not within the Block Start and Block End fields, the you will need to select the Cancel Revenue Service Transition and reset the Revenue Service Appointment from the Contact record by selecting the Reset.  For further instructions please review the Reschedule An Ops Block article.

  4. Cancel a Revenue Service Appointment: If a Revenue Service Appointment needs to be Canceled, navigate to the Contact's Ops Block record and select the Cancel Revenue Service Transition.  Complete the Reset Service and Cancel Reason fields and click Save.  The Ops Block will initially move to the Cancel-Service State, but then auto update back to the Open State (you may need to refresh the record). If there was an associated Meeting to the Ops Block, that Meeting will be automatically deleted. For further instructions please review the Cancel an Ops Block article.
    If you chose Yes for the Reset Service field, after completing the Cancel Revenue Service Transition, navigate to the Contact and select the Reset Service Transition to reschedule the service appointment.  If the Contact is not in the Service in Progress State, you can select the Set Revenue Service Transition to reschedule the service appointment.  Once complete you can mark the task that was created as completed.

Servicing Process

Once the service appointment has commenced, you can navigate to the related Sales record to add additional charges, add a Job record if required and complete the service appointment.  Following is an overview on each of these actions:
  1. Add Additional Charges: If during the service appointment it is determined that additional Products or Services are required, on the Sale record you would select the Add Service Order Transition button to add these additional Products and/or Services to be charged.  Upon completing this Transition a Change Order record will be created which can be sent to the customer electronically for signature to confirm they are agreeing to these additional charges.  For further instructions please review the xxx article.

  2. Complete the Service Appointment: If you are able to complete the service appointment on the day of the appointment and any applicable Change Orders have been officially approved and added to the Sale record, select the Service Call Complete Transition on the Sale record.  Add the Revenue Recognition date which should be the date the service was completed and click Save.  For further instructions please review the xxx article.

  3. Add a Job for this Service Appointment: If during the service appointment it is determined that all work can not be completed in this initial appointment, select the Add Job for this Service Transition and complete the required fields.  On completion of this Transition, a Job record will be automatically created that will be used to manage the scheduling and completion of any remaining work, and the Sale record will automatically move to Job in Progress State.  For further instructions please review the xxx article.

Go Back Service Appointment Process

Go Back Service Appointments consist of any remaining work that is required to go back to a job site after the Job has been marked as Complete and recognized as revenue. To streamline the setting of Go Back Service Appointments, a Set Go Back Transition has been added to the Jobs Blueprint in the following states:
  1. Install Complete - Pending
  2. Install Complete - Final
  3. Permit Closed
  4. Closing Call Completed
  5. Complete Warranty
The following provides an overview on how to Set, Confirm and Issue, Reschedule and Cancel Go Back Service Appointments.
  1. Set a Go Back Service Appointment: All Go Back Service Appointments should be Set from the Job record by selecting the Set Go Back Transition button in the Jobs Blueprint.  Upon completing the Transition, the selected Ops Block record with the Set service appointment will appear in the related lists of the Job record (you may need to refresh the Job record to see the Set Ops Block record). For further instructions please review the Set Go Back Service Appointment article.

  2. Confirm and Issue a Go Back Service Appointment: When you are ready to Confirm and Issue the Go Back Service Appointment, navigate to the Job's Ops Block record for this service appointment and select the Confirm and Issue Transition button. Upon successfully completing this Transition, a Meeting will be added to the Calendar for the Go Back Service Appointment.  For further instructions please review the Confirm and Issue Ops Blocks article.

  3. Reschedule a Go Back Service Appointment: If you need to Reschedule a Go Back Service Appointment, navigate to the Job's Ops Block record for this service appointment and first determine if the new time is within the Ops Block Time Block Restrictions field. If the new rescheduled time is within the Ops Block Block Start and Block End fields, then select the Change Event Time Transition button.  If the new reschedule time is not within the Block Start and Block End fields, you will need to select the Cancel Ops Block Transition button and reset the Go Back Service Appointment from the Job record by selecting the Set Go Back Transition button. For further instructions please review the Reschedule An Ops Block article.

  4. Cancel a Go Back Service Appointment: If a Go Back Service Appointment needs to be Canceled, navigate to the Job's Ops Block record and select the Cancel Ops Block Transition button. Complete the Cancel Reason field and click Save.  The Ops Block will initially move to the Canceled State, but then auto update back to the Open State (you may need to refresh the record). If there was an associated Meeting to the Ops Block, that Meeting will be automatically deleted. For further instructions please review the Cancel an Ops Block article.

Warranty Service Appointment Process

In order to schedule a Warranty Service Appointment, a Job must already be closed and have an applicable warranty associated to it.  If both conditions exist, a Set Warranty Transition will appear on the Job record.  The following provides an overview on how to Set, Confirm and Issue, Reschedule and Cancel Warranty Service Appointments.
  1. Set a Warranty Service Appointment: All Warranty Service Appointments should be Set from the Job record by selecting the Set Warranty Transition button in the Jobs Blueprint.  Upon completing the Transition, the selected Ops Block record with the Set service appointment will appear in the related lists of the Job record (you may need to refresh the Job record to see the Set Ops Block record). For further instructions please review the xxx article.

  2. Confirm and Issue a Warranty Service Appointment: When you are ready to Confirm and Issue the Warranty Service Appointment, navigate to the Job's Ops Block record for this service appointment and select the Confirm and Issue Transition button. Upon successfully completing this Transition, a Meeting will be added to the Calendar for the Warranty Service Appointment.  For further instructions please review the Confirm and Issue Ops Blocks article.

  3. Reschedule a Warranty Service Appointment: If you need to reschedule a warranty service appointment, navigator to the Job's Ops Block record for this service appointment and first determine if the new time is within the Ops Block Time Block Restrictions field.  If the new rescheduled time is within the Ops Block Block Start and Block End fields, then select the Change Event Time Transition.  If the new reschedule time is not within the Block Start and Block End fields, the you will need to select the Cancel Ops Block Transition and reset the warranty service appointment from the Job record by selecting the Set Warranty transition. For further instructions please review the Reschedule An Ops Block article.

  4. Cancel a Warranty Service Appointment: If a Warranty Service Appointment needs to be Canceled, navigate to the Job's Ops Block record and select the Cancel Ops Block Transition button. Complete the Cancel Reason field and click Save.  The Ops Block will initially move to the Canceled State, but then auto update back to the Open State (you may need to refresh the record). If there was an associated Meeting to the Ops Block, that Meeting will be automatically deleted. For further instructions please review the Cancel an Ops Block article.
If during the Warranty Service Appointment it is determined that the requested work is not covered via the warranty or if the customer requests additional work outside of the warranty, and you need to charge for this additional work, setup a new Sale record for this additional revenue service request. On the Job record, select the Add Revenue Service Sale button in the button menu in the top right corner of the record. For further instructions please review the xxx article.


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