Setting Up Service Team, Members, and Equipment
This topic explains you about setting up service team, members, and equipments.
Setting Up Service Teams and Members
To use the Dispatch Console effectively, it is extremely important to define your entire service organization in ServiceMax as Service Teams and members. Since Dispatch Console supports scheduling Work Orders to equipment, you can also define groups of equipment (tools and machinery) that have scheduling requirements in your service delivery. The detailed and clear team definitions help dispatchers work more efficiently and effectively.
When defining a team of Technicians, identify all the team members (your employees and third party), areas of expertise, products they specialize in servicing, as well as Technicians’ current home bases. Make sure the contact information such as telephone number and email, as well as the default address is specified for every Technician and equipment. Technicians who are direct service providers (not third party Technicians) must have a valid Salesforce User associated with them.
Setting Up Equipment
To enable scheduling of equipment through Dispatch Console:
• Create one or more Service Teams with Record Type as Equipment.
• Add all the equipments as Service Team members.
• Make sure the name of the equipment identifies the machinery/tool uniquely. A recommended practice is to use an asset tag or serial number along with the name/type of the equipment.
• To track the equipment calendar, make sure the record is not linked to a Salesforce user and the Enable Scheduling option is selected.
Setting Up Third-Party Technicians
Using Dispatch Console, you can assign and schedule Work Orders to third-party technicians. You can create one or more Service Teams with record type Technician and add team members. Besides entering all the member information such as telephone number, address, email, expertise, and so on, the Enable Scheduling option should be selected on the technician or equipment page layout. Also ensure that the third-party Technicians are not linked to a Salesforce user.
Technician or Equipment Availability
Dispatch Console provides information related to technician's or equipment’s availability for any given period. To perform this, it relies on the general/specific availability defined for each Technician/equipment. Availability can be defined specifically for every day of the week, or generally for weekdays and weekends. To maximize your benefits from Dispatch Console, it is strongly recommended that availability of your Service Team members is thoroughly configured in ServiceMax. For more information, see
Setting Up Service Teams and Members.