Time Tracking
The IB Time Tracking feature allows service organizations to monitor and track response time, idle time, work completion time, and many more events. At every step of the service lifecycle, the record is timestamped at the start of the action or the completion of the action. IB Time Tracking allows you to create events to calculate the time lapsed between two date fields that represent certain steps of the service process. These date fields can be on the same record or related record of the installed product.
The out-of-the-box Salesforce report IB Monthly Service Time allows the admin to view downtime and any event lapsed time in tabular format for all IBs.
An existing object Installed Base Downtime is renamed as IB Time Card. Time difference between any events related to the installed product can be maintained in this object. For example, IB Downtime. For more information on the data model changes, see
IB Time Card.
Use Cases
• The Time to Repair for a repair type of work is calculated by the time lapsed between work acknowledgment to work completion by a technician. This information helps the technicians analyze how much time is required to repair different types of Installed Products (IBs) and identify measures to improve repair time and reduce machine breakdown.
• The business units can use IB Time Card to maintain different request and response times to quantify the time spent on each activity, identify the focus areas, report on it, and take measures to bring value to both customers and service organizations. For example, Time to Investigate is the time spent analyzing the issue before starting actual repair work.
Reference Topics