ID417 is for service calls on equipment where the bill code indicates the call will be chargeable. It will notify the dispatched technician of the chargeable status so that they are aware before arriving on site.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Ever had a customer call to complain about a chargeable service call? Customers who are unfamiliar with your rates may not realize what the ultimate bill will be. Customer approval may be required over specific amounts or a Purchase Order may be required. Sometimes your customer would rather invest in something new than put a lot of money into a repair.
Since most calls the techs do are not billable, they will often replace parts and move on. Their goal is to get the repair done quickly and correctly. This alert gives them a "heads-up" so they can call first, advise of the minimum price if they come out on a service call (unless your dispatcher has already done that), or they may go to the call and then after assessing the machine give an estimate to the customer, or even refer back to your sales department
Run Schedule: Every 5 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Opened or Dispatched: Determines the status of the service call in e-automate that will trigger the alert, either when the status is Dispatched or Open.
Variable X: Branch Numbers: Leave blank to trigger on all branches, or enter the specific branch numbers the alert should trigger on. Separate multiple branches with a comma.
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Alert Functionality
Alert Functionality
This alert triggers when a call is opened or dispatched (depending on the value in Variable W) and the bill code on the call has a labor rate that is greater than zero:
The alert will trigger once for each call, you can specify individuals to receive the alert and send it to the technician assigned to the call and that technician's manager.
If you are using variable X to limit the calls that trigger the alert by branch, the alert is checking the branch here on the service call:
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Best Practices & Tips
Best Practices & Tips
If you are sending these alerts directly to the technician via the ToTech checkbox, firing at Call Opened is only recommended if you have all of your equipment assigned to the proper tech in e-automate and rarely 'juggle' at the time of Dispatch.
The alert only triggers on calls created in the past seven days, if using the alert to trigger when the call is dispatched the call will need to be moved to that status within seven days of the creation date.
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Related Alerts
Related Alerts
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