Service Requests

Service Requests

 There are three types of Service Requests:
  1. Revenue - The Install is closed, and there is no warranty or the warranty has expired. There should be a charge to the customer for performing the service.
  2. Go Back - The Install is not closed and requires additional work to be completed. In practice, there should be no charge for this type of service unless the customer orders additional Products or Services during the appointment.
  3. Warranty - The Install is closed but still under warranty. In practice, there should be no charge for this type of service unless the customer orders additional Products or Services during the appointment.
Create a Revenue Service Request
1. Navigate to the Installs module, then click the Install record the Service Request is for.



2. In the Install record, click Create Service Request in the upper-right corner. 



3. A Service Request is then created, and you'll be prompted to choose one of the following options: 
  1. Cancel Request: Cancels the Service Request.
  2. Skip Rev Service Call – Add Sale: Immediately creates the sale when no on-site visit is needed and the product or service is already known.
  3. Set Revenue Service: Schedules a Service Call Meeting.

Cancel Request:

1. Enter the reason for cancellation, then click Save.


Skip Rev Service Call - Add Sale:

1. Select the base service fee and desired product, then click Save.


Set Revenue Service:

1. Select the Revenue Service Product, enter the Service Meeting details, and click Save. 


2. Click Confirm and Issue.



3. Review the Service Meeting details, and if everything is correct, click Save.



Create a Go Back Service Request
1. Navigate to the Installs module, then click the Install record the Service Request is for.



2. In the Install record, click Request Go Back. 



3. Fill in the Request Timeframe and Service description, then click Save. 



4. An Install Service Request is then created, and you'll be prompted to choose one of the following options: 
  1. Cancel Request: Cancels the Service Request.
  2. Set Install Service: Schedules a Service Call Meeting.
  3. Product Order Required: If a product is needed before scheduling the Service Call, this option allows you to place the product order first.

Cancel Request: 

1. Enter the reason for cancellation, then click Save.


Set Install Service:

1. Enter the Service Meeting Details, then click Save. 



2. Click Confirm and Issue.



3. Review the Service Meeting details, and if everything is correct, click Save. 


Product Order Required:

1. Enter the product to be ordered, add any product order notes, and confirm the Install Name, then click Save.  



2. Once the product has been received, click the Product Go-Ahead Received transition button.



3. In the Product Go-Ahead Received pop-up window, click Save. 



4. Click the Set Install Service transition.



5. Enter the Service Meeting Details, then click Save. 



6. Click Confirm and Issue.



7. Review the Service Meeting details, and if everything is correct, click Save. 



Create a Warranty Service Request
1. Navigate to the Installs module, then click the Install record the Service Request is for.



2. Click the Request Warranty Service transition. 


3. Enter the request timeframe, service description, then click Save. 



4. Click Service Requests in the Related List, and then open the Service Request record you wish to schedule. 



5. From here, you'll be prompted to choose one of the following options:
  1. Cancel Request: Cancels the Service Request.
  2. Set Install Service: Schedules a Service Call Meeting.
  3. Update to Revenue Service: Use if the service is not covered under warranty and requires billing.
  4. Product Order Required:  If a product is needed before scheduling the Service Call, this option allows you to place the product order first.



Cancel Request: 

1. Enter the reason for cancellation, then click Save.



Set Install Service: 

1. Enter the Service Meeting Details, then click Save. 



2. Click Confirm and Issue.



3. Review the Service Meeting details, and if everything is correct, click Save. 



Update to Revenue Service: 

1. Enter any relevant notes, then click Save. 



2. This will redirect you to the Revenue Service Request process. Refer to Step 3 in Creating a Revenue Service Request for further instructions.

Product Order Required:
For detailed instructions, see the Product Order Required section in Creating a Go Back Service Request.









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