FAQ: Depot Service Management
This section contains frequently asked questions related to Depot Service Management.
Depot Service Request
How can a user submit a Depot Service Request?
A user can submit a request from Account, Work Order, Case, or the community portal.
What information is required when submitting a Depot Service Request?
You need to select a contact, location, describe the issue, and choose products needing service.
How is the depot location assigned for a service request?
The system auto-assigns the most suitable depot, but users can change it if needed.
What logistic services can be selected during a Depot Service Request?
Options include Repair and Return, Exchange, Loaner, and Rental.
Can administrators configure Depot Service Request settings?
Yes, administrators can configure request settings, qualifiers, and logistic services.
Depot Queue
What is the Depot Queue?
Depot Queue is a ServiceMax application showing work orders or service products assigned to technicians across depots.
What are the modes available in Depot Queue?
Depot Queue offers List View, Summary Mode, and Kanban Mode.
Who can assign and track queue items in the Depot Queue?
Supervisors assign and track queue items; technicians monitor and pick up tasks based on priority.
How are queue items filtered for specific depots?
Admins configure depot management rules to filter queue items by qualification criteria and field mappings.
What permissions are required to access Depot Queue features?
Users need View, Create, Read, and Edit permissions for Depot Queue objects.
List View
What does List View display in Depot Queue?
It lists queue items in a tabular format with real-time updates and progress bars.
Can technicians self-assign tasks in List View?
Yes, technicians can claim tasks directly from the queue.
What filtering options are available in List View?
You can filter by Workstation, Serial Number, On Hold, Item Name, Work Plan, Priority, Start Date, and End Date.
How can multiple queue items be edited in List View?
Select items and use the Edit button to assign workstations, set due dates, priorities, or mark items on hold.
How is progress tracked in List View?
A visual progress bar shows completed tasks versus total tasks for each queue item.
Summary Mode
What is the purpose of Summary Mode in Depot Queue?
Summary Mode provides a high-level overview of queue items for quick workload assessment and task progress.
How are queue items grouped in Summary Mode?
Items are grouped by Workstation, Serial Number, or Technician.
Can supervisors reassign tasks in Summary Mode?
Yes, supervisors can reassign tasks to balance workload across technicians and workstations.
What metrics are displayed in Summary Mode?
Metrics include total queue items, past due, at risk, and unassigned workstations.
Are advanced filters available in Summary Mode?
No, advanced filters are not available; grouping is by Workstation, Serial Number, or Technician.
Sample
Kanban Mode
What is Kanban Mode used for in Depot Queue?
Kanban Mode allows drag-and-drop management of queue items between statuses: Awaiting Assignment, Workstation, and On Hold.
How do technicians claim assignments in Kanban Mode?
Technicians drag queue items from Awaiting Assignment to their Workstation column.
Can queue items be marked On Hold in Kanban Mode?
Yes, items can be dragged to On Hold and a reason can be specified.
What filtering options are available in Kanban Mode?
Kanban Mode supports filters for Workstation, Serial Number, On Hold, Item Name, Work Plan, Priority, Start Date, and End Date
How is progress tracked in Kanban Mode?
Progress is shown by the number of completed tasks and total tasks for each queue item.