Click Service Calls on the menu bar, the menu will then expand to show all the sub categories available;
New Calls
If you click on New Calls you will see a page similar to the above, new calls that have been assigned to you will be listed here ready for you to accept (or reject), the particular details of each call are displayed across the row, you can use this information to decide if you will accept or reject the call.
Accepting Calls
To accept a call, you must click the checkbox in the Accept column. By doing this you are accepting the terms and conditions of the call (you may click on the hyperlink to view the terms and conditions prior to accepting if you wish to do so). You can also accept ALL listed calls in bulk, to do this click on the Accept All checkbox at the bottom of the page.
Rejecting Calls
To reject a call, you must click the checkbox in the Reject column, then when you click on the Update button you will see a pop-up window appear with a list of reject reasons to choose from. You should select the closest reason for why you are rejecting the call.
When you’ve selected your reason for rejecting the call, notes will appear specifying the conditions for which the call will be rejected. You must read and understand these conditions, not complying could mean the call may not get rejected.
For some reject reasons you will see an optional check box that will allow an additional action to take place when rejecting the call e.g. if you don’t cover a product you will be given the option to remove the product from your profile for all the networks you offer service with.
When you click Submit the call will be rejected and any chosen options will be actioned at this point. If you accidently chose to remove an item while rejecting a call you will need to go back into your profile pages and add back the item that you removed.
When you are finished accepting calls you must click the Update button to save your changes. You will then receive a confirmation advising the number of calls you have accepted.
Search Calls
The next menu item Search Calls allows you to search for an existing call (one that has already been accepted and is currently in progress). This screen offers a lot more search options compared with the basic search located on the Main screen.
You can fill out as many fields as necessary to filter your search, if you leave all fields blank the system will show every job assigned to you.
The above screenshot shows a search made just using the Consumer Name, after clicking on the Search button, results are displayed in rows at the bottom of the page.
To view the actual call details just click on a call number in the search results list.
Call Details
The call details page contains all the details recorded when the call was booked onto the system, there is a lot of information on this page so below is a breakdown explaining each section.
The consumer panel contains details specific to the consumer e.g. name, address, telephone numbers etc.
The product panel contains details specific to the equipment being serviced e.g. brand, product, model etc. There is also a link to materials where you can see parts that have been allocated to the call.
If you need to add any product related attachments or an internet URL, you can do it from this panel.
The call panel is where you will find details that are specific to the call e.g. call number, source of the call, call type, call status etc. Depending on the source of the call there may be additional fields shown in this panel.
The Schedule panel shows you the date and time the consumer is scheduled for a
site visit.
You will also see the problem description here that was reported by the consumer
at call booking, there are also links to enable you to view consumer notes and servicer notes.
The Reschedule panel is where you can make changes to the consumer appointment. You can change the date or the time period of the appointment as well as the work group. You will need to select a reason why you are changing the appointment.
When finished making changes you can click on the Reschedule button, you will be informed if the
reschedule has worked successfully. The consumer will receive a notification to inform them of the changed appointment.
The Reject panel will allow you to reject the call if you accepted it in error. To reject the call, you are required to select a reject reason from the list before you click Submit.
In the Servicer Notes panel, you can add your own notes relating to the call / repair, you can make the notes viewable only to yourself by clicking the Internal checkbox, or you can make them available to the client / call centre by clicking on the External checkbox. You must make your selection before clicking on the Add button. You will also see existing notes here.
The Completion panel is where you add the date that you completed the repair.
Assign allows you to assign the dispatch to a specific technician. Assigning a technician
allows you better visibility of who will service the customer for this call.
The call status drop-down allows you to change the status of the call. This gives you
the ability to inform the client of the status of the call. Each client will have different call status values.\ Updating the call status should be done regularly.
Located at the bottom of the page is the call status history. This shows you the history of the status, when it was updated and who it was updated by. Please see the call status and sub-status list below for more details. Please note that sub-status will vary for each client.
Add Calls
Add calls is an option for you to add your own customer calls. This option allows you to use your current availability while consolidating your dispatches in one place.
There are three steps for booking a service call, the screen below shows the first step where you will input the customer and product details. Input all of the required fields then click on the Search for Appointments button.
You will now see a list of appointment offers returned based on your scheduled availability (see the screen shot below). Select your preferred appointment slot from the list and click on the Book button.
The new call will be generated and added into your incomplete call list.
Forced Calls
Forced calls are calls that have been dispatched directly to you without having you accept the call. They may also have been assigned to you even though the ServicePower system indicated that you have no more availability for that date.
Generally, you will be contacted by the client to get your approval before they force a call to you. You can access your forced calls by selecting Forced Calls from the service calls dashboard on the main page.
The forced call list displays each forced call by call number, source, product, problem description, service on, status, customer name, zip code, and phone number. You can view all of the call details by selecting the call number.
Incomplete Calls
This is where you can instantly view a list of all dispatches that have been accepted but have not yet been completed. You can access calls in this list to update the call status, leave notes, order parts and file claims.
You can also access your incomplete calls from the service calls dashboard on the Main page, just click on the number of incomplete calls.
Completed Calls
The completed call list shows calls that are completed but have not yet had a claim filed. It is recommended to review your completed call list regularly to ensure you are filing claims on your completed jobs.
The completed call list displays each call showing the call number, source, product, problem description, serviced on, status, consumer name, zip code and phone number. You can also export the list to excel via the green excel link on the top right of the page.
Batch Upload Call Status
This option allows you to update the call status for multiple calls in a single process. To do this you must create a correctly formatted .CSV (Comma Separated Values) file.
You can request a .CSV template from your Service Power Account Manager. Instructions for uploading the file are displayed on the web portal screen, see below.
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