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How to Create Service Call Document
Scheduling a Service Call
A Service call can be scheduled in AltheaSuite by following below steps.
Step 1: Login into your AltheaSuite account.
Step 2: From the main menu, select Settings > Service call. Select Option as per the business requirements and SAVE.
Step 3: From the main menu, select Service Calls > Service Call Document. Create new service call document.
Step 4: Create a Service Call Document and ensure all required information is accurately entered.
Fill in the following details in the Service Call Document:
Customer: Display’s the customer name and it’s unique ID.
Service Address: Shows where the service will be performed.
To Be Repaired at Store : If selected, the business address will be displayed as the service address.
Use Billing Address as Shipping Address: If selected, the billing address will be added as Service Address.
Item: Displays the product for which the service is being requested. If it is previously sold by business (once customer is selected), it will auto fill the information related to the item, like Description Field, Invoice Number, Purchase Date, Serial Number, Extended Warranty Expiration (if warranty is applicable), Manufacturer Warranty Expiration (if warranty is applicable).
It will show whether the service is covered in warranty or not.
Problem: Mention the issue with appliance. OR Click on the “Edit” button. Add notes by clicking on the pre-populated notes, and they will automatically appear in the “Problem” field.
Manage Images: Provides an option to upload or view images related to the service request.
Invoice Notes: Allows adding notes related to the invoice.
Workflow Status: Indicates the current status of the service request (e.g., “New Service Call, Parts need to get added”).
Service Call Type: The Service Call Type specifies the category of the service request. Example includes: General service, Washer service, Dryer service, Dishwasher service. New Service Call type can be created by clicking on the 3 dots in the column.
Expected Service Duration: It displays the estimated service time.
Schedule Visit: Click on schedule visit to set up the service appointment. Select the employee assigned to perform the service. Choose the Truck for the service visit. Click on Create Service Call Appointment.
Enter the details include Date and Time and SAVE. Navigate back to modify the Service Call Document.
Add the Parts needed for the service, add any applicable Labor charges.
Now, You may collect Deposit on Service Call.
If the service has been rescheduled, select Reschedule and complete the visit by clicking on “Visit Complete”, It will update the visit count in the grid.
Cancel: It can be cancelled before the visit or once technician visits and service is not required.
Complete: When the service is complete, select this and click on “Visit Complete” to complete the visit.
Since the “Customer Signature is Required on Complete Service” option is enabled in settings, the customer signature screen will appear after selecting Visit Complete. The technician will get the customer’s signature at this stage. This step can be skipped by selecting “Customer is Unavailable to Sign”.
Note: There is no need to open the service call document to view the notes. The notes entered in the ‘Problem” field can be seen in the grid under “Service Item Name”, while the Invoice notes (for technician) can be viewed in the grid under the “Service Address”.
Note: Business Provides Only Service (No Item Sold). When the business only provides a service and does not sell an item.
- Create a Service Call Document by selecting “Allow All Items“.
- Receive a Deposit (if applicable).
- Create an invoice of a part, if used.
- Complete the service.
Managing and Modifying a Service Call Document.
Once a Service Call Document is created, it can be modified to update details as needed.
By clicking on the context menu (3 dots) of the Service Call Document, the following options are available:
Modify: Edit the Document by adding / removing parts or making other necessary changes.
View: Open the document to review details. You can also add notes or attach documents in view mode.
Receive Deposit: Collect deposits directly from context menu.
Schedule History: View the appointment history by applying filters such as business location, employees, appointment status or a specific date range to refine the search.
Resolution Notes: This is for the notes entered by technician at the time of service. This can be viewed directly from this option without opening the document.
View Trip History: Access trip history or specific trip details using filters like trip schedule date, service technician, trip type or delivery truck.
Create Invoice: Generate an invoice instantly by selecting this option.
Create Quotation: Quickly create a Quotation with a single click.
Create Order: Generate an order directly from the document.
Create Stock Transfer: Initiate a stock transfer by selecting this option.
Print Service: Print the service details without opening the document.
Send Email: Send an email to the customer without opening the document.
Delete: Remove the document by clicking on this option.
Change Status to Need to add part: Update the status if part needs to be added.
Change Status to New Service Call: Set the status to “New service call” for newly created service.
Change Status to Parts Ordered: Update the status to “parts ordered” when parts have been ordered for service.
Service Call Document Manager
Upload Service Call Document: Upload all Service Call Documents data using an excel file.
Use filters such as “Schedule Date Range”, “Service call Creation Date Range” to refine the document search.
Business Location: Filter Service calls based on the business location.
Open Status: Filter services by status – Open, Closed and Cancelled.
Service Parts Availability: View service calls based on parts availability.
Visit Status: Filter service calls by visit status – Open, Scheduled, Visit complete, Need to reschedule, Cancelled.
Customer: Filter service calls by selecting a specific customer.
Employee: Filter service call based on the employee who created the service document.
Payment Status: It indicates whether the customer has paid COD or if the item is covered under warranty.
Invoice Status: Indicates whether the service has been invoiced or not.
Status: Displays the current service status, such as Needs A part, New Service Call, Parts Ordered.
Service Type: Specifies the types of Service provided to the customer like washer repair, dryer repair, appliances.
Claim Status: Shows whether a claim has been filed or not.
Delivery Truck: Displays which truck was assigned for the service.
Clear: Reset all applied filters by selecting this option.
Show Part List: View the list of parts used in services.
Allow Multiple Selection: Enable this option to select multiple service calls at once.
Business Reports
- Open Service Calls: This report gives details of Service calls that have open status marked ‘Open’ for the selected date range.
- Service Call Document: This report prints the details of the selected service calls document.
- Service Calls by Open Status: This report provides details of all service calls created within the selected date range. It displays data for service calls that are still in open status, allowing you to track pending or ongoing service requests.
- Collection By Payment Modes (Horizontal): Track Service call deposits using this report.
