As a customer service representative (CSR), you can reschedule a scheduled work order if, for example, customers notify you that they will not be at the job location at the scheduled time. You can reschedule it based on the availability of field workers if the service territory is scheduled by hour, or defer the scheduling to the dispatcher, if the service territory is scheduled by week or by day.
In the Pega Field Service Interaction portal, identify the customer.
For more information about how to identify a customer, see Identifying a customer in the Pega Field Service Interaction portal.
Identify and select the work order that you want to reschedule.
On the Actions menu of the work order, click Reschedule.
To reschedule the work order if the service territory is scheduled by hour, 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, complete the target date range and then select the customer's preferred schedule option from the Available options.
- Click Available options and select the customer's preferred schedule option.
Select Defer scheduling to dispatcher if the service territory is scheduled by week or by day; or by hour in some cases (when you are unable to find an acceptable schedule option).
As a CSR, you cannot schedule work orders that belong to a service territory that is scheduled by week or by day. You can only defer the scheduling of such 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 on how a dispatcher handles such work orders, see Offering a work order to a contractor in the Pega Field Service Dispatcher portal.
To review the skills and certifications that are required to perform this work, on the Details tab, click Required skills and certifications.
To add additional skills and certifications that are not listed in Required skills and certifications, perform the following steps:
Click Add skill and Add certification and complete the displayed fields.
To edit the existing sub-location and customer contact details, on the Details tab, click the Edit icon next to Sub-location and On-location Contact fields.
Add a 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.