As a customer service representative (CSR), you create a service request to address a customer-reported issue. You answer customer calls and create service requests. If field service is required, collect field service location details, including job location, a sub-location (optional) that defines the exact location within the job location, and a contact person at the job location to create and schedule work orders. The application creates one work order per issue, so a single service request with multiple issues will have multiple work orders. Perform the following steps to create a service request and related work orders.
In the Pega Field Service Interaction portal, click.
In the Service Request window, perform either of the following:
If the customer-reported issue is for a configured product, select the appropriate Configured product.
To focus on the search results of issues, select the Refine search by category check box.
Select the appropriate Issue.
Based on the issue selected, the job information is automatically populated, including Job duration and Required skills and certifications.
To filter the list of issues, select the appropriate Issue category and Issue sub-category.
On the Details tab, to review the skills and certifications that are required to perform this work, click Required skills and certifications.
Skills and certifications are automatically populated based on the issue you selected in step 5.
To add additional skills and certifications that are not listed in Required skills and certifications, perform the following:
Click Add skill and Add certification and complete the displayed fields.
Adding multiple issues creates multiple work orders.
To create the service request, click Submit.
In the Collect location details window, complete the displayed fields to collect the field service location details.
Add a new service location if it does not exist in the displayed list. For more information, see Adding a new job location in the Pega Field Service Interaction portal, Adding a new sub-location in the Pega Field Service Interaction portal, and Adding a new customer contact for a job location in the Pega Field Service Interaction portal.
In the Collect schedule details window, perform either of the following:
To collect scheduling details for a single work order, perform either of the following:
- Click Available options and select the customer's
preferred schedule option.
Note: To view additional options, click Load more and select the customer's preferred schedule.
- If the options listed in Available options are not preferred by the customer, click Custom date and complete the displayed fields.
- Click Available options and select the customer's preferred schedule option.
Select Defer scheduling to dispatcher for scheduling multiple work orders or for a single work order when you are unable to find an acceptable schedule option.
As a CSR, you cannot schedule multiple work orders within a service request. You can only defer the scheduling of these multiple work orders to a dispatcher. The dispatcher schedules these work orders in the Dispatcher portal.
If the work order location is also covered by an external service territory (contingent third party contractors), you can also choose to have the work order offered to a contractor by performing the following steps:
Select Offer work to external network.
In the Complete by date and time field, define the completion date and time by when the work order must be completed.
In the Customer preference field, define the customer's preferred date and time by when the work order must be completed.
Result: The work order is routed to the Dispatcher portal so that the dispatcher can offer it to a third-party field worker in the external service territory. For more information about how a dispatcher handles such work orders, see Offering a work order to a contractor in the Pega Field Service Dispatcher portal.
To edit the existing sub-location and customer contact details while creating a service request, on the Details tab, click the Edit icon next to Sub-location and On-location Contact fields.
Add new sub-location and customer contact details if they do not exist in the displayed lists. For more information, see Adding a new sub-location in the Pega Field Service Interaction portal and Adding a new customer contact for a job location in the Pega Field Service Interaction portal.
In the Display summary window, review the captured service request details and confirm with the customer.
In the Email confirmation field, update the pre-populated email address if the contact is using a different email address.
The summary details are emailed to the contact.
Result: Based on the number of customer issues, one or more work orders are created and scheduled.
Review the work order details and tasks.