From a Contact Record we have some key areas to allow us to manage a client's engagement with the organisation. It’s important to keep in mind that the Contact page layout can be configured to capture what ever is needed for a client and structured so that Users have easy access to important information.
Some of the key features are included below. You can also watch the video for a quick overview.
Scheduled Appointments Calendar
The Scheduled Appointments Calendar view gives a summary of services that are being delivered to a client with filtered Daily, Weekly and Monthly calendar views.
You can click into a Service Appointment in the calendar to access more information about the appointment and make updates.
Manage Client Appointments
To make updates to Service Appointments in bulk for the specified client, click on the Manage Appointments Quick Action in the top right of the Contact page layout.
Manage Appointments will take you to the Service Appointment Management layout with preset filters applied to a list of Service Appointments based on the Contact you are viewing.
You can click the Add Filters option in the top right of the interface to access a range of filtering options. In this example you can see we’re viewing:
Service Appointmentswith aDate Rangeof1 May 2023to31 May 2023.Beyonnce Knowles is the specified
Contact/Client.Service Appointments without Assigned Resources = TRUE.
With Service Appointments without Assigned Resources = TRUE we have the option of Get Candidates at the top of the interface.
Get Candidates gives us the option to filter suitable Service Resources who we can assign to the Service Appointment. From this interface we can:
Add new
Preferredresources to the client.Match Skills and Attributes to the
Service Appointment.Filter
Service Resourcesbased on their distance to theService AppointmentLocation.Monitor
Service Resourceworkloads to ensure they are being assignedService Appointmentswithin their limitations.
We focus on Resource Preferences in Field Service scheduling policies, so assigning them here will feed into a more optimised and automated scheduling process next time you’re scheduling for this client.
Client Goals
Goal records can be added to a client to define the desired outcomes of a client and how services should be delivered to achieve these outcomes.
From a Goal record we can define specific service requirements which will then feed into our scheduling processes.
Managing Client Preferences
The Manage Preferences Quick Action in the top right of the Contact page layout allows us to assign preferences to a client which will help to facilitate more targeted scheduling processes.
Clicking the Quick Action will open a window which allows us to specify Preferences for the client. We have 3 different preference options available:
Resource Preference - specifies a
Service Resourcebased onWork Typedelivered.Resource Attribute Preference - specifies an attribute preference from a
Service Resourcerecord.Resource Skill Preference - specifies a
Skillthat aService Resourcemust have to deliver the service.
In this example we’re specifying a Resource Attribute Preference of Gardening, which will try to match Beyonnce with Service Resources interested in Gardening when delivering Social Support services.
In this example we’re specifying a Skill Preference of First Aid Certificate, which will try to match Beyonnce with Service Resources who have a First Aid Certificate when delivering Domestic Assistance services.
In this example we’re specifying a Preferred Resource when delivering Sleepover services.
