Adding a Service Record
This Tech Note describes the process of creating "Service" Records.
Purpose of a Service Record:
"Service" records store detailed information about a specific issue with a Customer, Service problem or other issue. They can be assigned to others to be completed. Actions specifically assigned to someone show up in their "My Sales and Service" window.
Here we see a "Service" record indicating a problem delivery. Each successive field (Process, Attribute and Cause in this case) produces a context-sensitive Popup menu as shown in detail below. This makes your records more consistent and makes subsquent problem analysis more accurate.
Below we see the method by which the context sensitive Popup menu choices are entered into CommerceExpert/WebClerk (from the Admin. department).
If you wish to review the status of "Sales and Service" records (which we highly recommend), use the "Pareto" analysis. You see below a "Pareto" analysis of the number of delivery problems, analyzed for five of seven available cause categories.
If created from within a "Customer", "Order", "Proposal" or "Invoice", the "Service" record will automatically register that the service issue involves the current record(s).
This same section of CommerceExpert/WebClerk can be used to log time and reason for Tech Support calls, and can be used to generate Billings.
Adding Service Records:
Add "Service" records by double clicking on the Header in the "Service" area of the "General Page" of a "Customer" record,
Review menu, > Add Service Record
Type "Command" - "J" to activate the Add Service Record menu.
Enter field Information (optional based on desired use of the record):
Timer - Click on "T" in the "Blue/White" button box, then enter time of call in minutes into the "Green" field.
Action Date - Use the "Blue Arrow" button to access a calendar; then navigate to select the proper month and day if different than the default current day. Alternately, you can manually key in the date.
Action Time - Use the "Pink Arrow" button to access a time grid.
NameID - Use the Popup menu to select an Employee.
Action - Use the Popup menu to choose the correct category of service.
Note Type - Use the Popup menu to select the type of service. Do not type in this field. The automated time billing feature depends upon this field.
Process - Enter product name/model.
Attribute - Serial number.
Job - Service Slip number.
Comment -List the problem or purpose or the "Service" record as well as the soulution or action taken on the service request.
Launch - reference to incorporate outside documents, if applicable (i.e., a text file with a problem description that has been emailed to you by the Customer.)