Service Manager (SM)

Overview

The Service Manager is used to record and resolve Service Tickets.
Users may create Service Tickets, add Responses, link Transactions and set Reminders.
This module is also used to manage Projects and Assets (e.g. machines, equipment, properties, or vehicles) and metre readings can be recorded.
Tickets can be linked to Customers, Suppliers, or flagged as Internal.
If an Asset is selected, the Customer linked to the Asset is automatically assigned to the ticket. If a Customer is not linked to the Asset, it becomes an internal ticket.

Table of Contents

The Service Manager can assist in managing all of an organisation's services from customer relationship management (CRM) to project management.

CRM:

When a customer contacts the organisation, a ticket is opened.
When creating a new ticket, the operator selects a category (e.g. sales enquiry, customer complaint, account query) which determines the fields that must be completed.
Tickets are assigned to users (staff) to manage.
Notifications of the ticket are emailed to users.
Emails can be sent to multiple recipients, (e.g. the person who must resolve it, the department manager, and the customer). (See SM Notifications).
Tickets can be linked to transactions.
As the ticket is dealt with, responses are created in which every interaction is recorded. These responses can also change the status of the ticket.
Ticket statuses provide a quick way of identifying queries that are not being attended to.
Projects (a list of steps) can be created for everyday queries to force staff to manage enquiries in a structured manner.
Timekeeping can be linked to the tickets, to record how much time is spent handling enquiries.
The Customer Heat Map report provides a snapshot of activity compared to invoice amounts which can be used to determine if service-level activity is aligned with billing.

Projects:

The Service Manager can be used to manage service projects. (Also see Production Planning).
Projects are broken down into tasks.
Dependencies can be built into the tasks (e.g. folding cannot start until printing is finished).
Tasks are assigned to users to complete.
As Tasks are completed, their statuses are changed which provides a quick way to see completed, active, and future tasks.
Projects can include components that ensure customers are billed in stages as progress is made.
Timekeeping can be integrated into projects to determine if the actual versus estimated hours are aligned (e.g. the Project Summary report can display the actual hours, estimated hours, and variances).

Navigation: Main Menu > Setup > Settings > General (tab)

Service Manager > Category used for Accounting queries: Provides a dropdown list of Categories for users to select one. The categories on this dropdown list are created for each Class of the Service Manager. If classes have the same categories, this list shows duplicate categories. (Categories are created from the Default View of the Service Manager > Menu (button) > Service Manager.)
Service Manager > Heading for Service Ticket Notification: Field to type a heading for the ticket notification.
CRM > Category for Sales Reporting: Option to select Item or Customer.
CRM > Contact Labels: Option to create a lookup list for Contact Labels.
CRM > Contact Roles: Option to create a lookup list for Contact Roles.
CRM > Contacts - Generate 'List as': Option to select FirstName or FirstName Surname.
CRM > Transaction Type IDs for Customer Credit Note (e.g. = 2, in (1,2,3)): Enter the ID for Credit Notes in the Value column (e.g. if the ID is 9: The entry is: = 9).
CRM > Transaction Type IDs for Customer Invoices (e.g. = 2, in (1,2,3)): Enter the ID for Customer Invoices in the Value column. (e.g. if the IDs are 8 and 12: The entry is: = 8,12).
CRM > Transaction Type IDs for Customer Orders (e.g. = 2, in (1,2,3)): Enter the ID for Sales Orders in the Value column. (e.g. if the ID is 6: The entry is: = 6).
CRM > Transaction Type IDs for Quotations (e.g. = 2, in (1,2,3)): Enter the ID for Quotations in the Value column. (e.g. if the ID is 2: The entry is: = 2).

Navigation: Main Menu > Setup > Settings > Users (tab)

Service Manager > Batch Updates - Access Allowed: Checkbox. If checked, access is allowed.
Service Manager > Components > Access Allowed: Option to select None, View Only, Full Access (Pending only), Full Access.
Service Manager > Deleting - Access Allowed: Checkbox. If checked, access is allowed.
Service Manager > Edit Complete or Cancelled Service Tickets: Checkbox. If checked, editing is allowed.
Service Manager > Edit Responses created by other Users: Checkbox. If checked, editing is allowed.
Service Manager > Projects - Access Allowed: Checkbox. If checked, access is allowed.
Service Manager > Service Manager - Access Allowed: Checkbox. If checked, access is allowed.
Service Manager > Settings - Access Allowed: Checkbox. If checked, access is allowed.
Service Manager > View all Customers: Checkbox. If checked, access is allowed.

Add the following setting to Customer Invoices and check the checkbox in the Value column:
- Service Manager > Transaction used for Progress Invoices
Add the following setting to Quotations and check the checkbox in the Value column:
- Service Manager > Transaction used for Quotations