Page 1

How to Dispatch Measurement Service Appointments - IKS Scheduling and dispatching from Salesforce


GANTT Chart Basics- IKS Scheduling and dispatching from Salesforce


Gantt chart controls You can control the view of the Gantt chart using the buttons below. 1. Control the view of territories from the map icon in the upper-left corner of the Gantt. (Leave “IKEA� stores unchecked if you do not want to see their remote planning appointments on your GANTT chart.) 2. Filter service resources by clicking the filter icon to the right of the search bar. 3. Control the date view from the upper-right side of the Gantt. 1 2

3


Gantt chart colour cheat sheet On the Gantt chart, colours have different meaning. Use the cheat sheet below if needed. As always if you hover over the appointment, a box will appear listing the status. Yellow = Scheduled Blue = Dispatched Green = Completed Purple – In Progress


Start Dispatching Measure Service Appointments - IKS Scheduling and dispatching from Salesforce


Navigating the Gantt Chart

1. Log in to Salesforce. 2. Click the “Field Service” tab at the top of your dashboard. 3. Select your territories (this includes ISPs). 4. Click “Save.” Note: Make sure the box is unchecked next to “Show service appointments not associated with a territory.”


Navigating the Gantt Chart 5. Filter your search by clicking the dropdown arrow to the right of the “Todo� list and changing to the desired service type (i.e. Measurement - Scheduled or Measurement - Unscheduled). This will change your view of the Service Appointments to the left of the Gantt chart. 6. First, select the list for scheduled service appointments (Measurements - Scheduled) to dispatch.


Using the Map View Using the Map view with the GANTT Chart 7. Click on the square with arrow next to the “Map” tab to open a map view of the selected services. This will allow you to see the map view next to the GANTT view. 8. Type in the location you would like to view. Use this for reference while utilizing your zone excel sheet from the office to confirm scheduled and assigned resources are set appropriately and distance isn’t an issue.


Dispatching Measurements for Employees- IKS Scheduling and dispatching from Salesforce


Dispatching Measurements for Employees First Dispatching measurements for employees Service Appointments that come in to Salesforce are scheduled. To dispatch service appointments follow the steps below. 1. Now that the list is filtered by “Measurement– Scheduled” select your desired appointments on the left for employees by checking the tick boxes next to their SA numbers. a. Confirm the appointment works for the assigned resource (EE). b. If this doesn’t work, drag and drop in a linear direction on the GANTT to change the assigned resource, if needed. 2. Click “Dispatch.” You will see a confirmation at the bottom of your screen if scheduled.


Dispatching Measurements for Employees cont. Another way to dispatch single measurement appointments for employees 1. To dispatch a single measurement appointment to an IKEA Kitchen Services employee, find the scheduled appointment on the Gantt chart. 2. Right click and hover over “Change status.” 3. Click “Dispatch,” and the appointment will turn blue as confirmation it has been dispatched to the service resource.


Dispatching Measurements for ISPs- IKS Scheduling and dispatching from Salesforce


Assigning Measurement Appointment Territories to ISPs Assigning service territories to ISP appointments in the Gantt In order for ISP Owners to schedule and dispatch appointments to their service resources, you must change the service territory of the appointment to the ISP territory. 1. Use the postcode spreadsheet and map to confirm the ISP you want to give the appointment to works in the customer’s area. 2. Double-click the Service Appointment on the Gantt Chart. 3. A box will appear, shown on left. Click “Edit” and change the Service Territory to the ISP service territory. Click “Save Changes.” Note: Contact your Regional Manager for the most up-to-date postcode sheet.


Leaving Service Appointment Comments - IKS Scheduling and dispatching from Salesforce


Leaving service appointment comments 1. Leave general comments in the Account object via the Feed tab. 2. Leave comments for Service Resources in the Work Order object via the Feed tab. Note: Through GDPR, customers can request access to all Chatter posts linked to their Salesforce records.


Checking for Double bookings in Salesforce - IKS Scheduling and dispatching from Salesforce


Rescheduling and dispatching double-booked appointments Salesforce automatically schedules available service resources when appointments are requested using the Appointment Booking Tool. The workaround when a double booking occurs through the Appointment Tool is listed below. 1. Log in to Salesforce. 2. Click on the “Service Appointments� tab on your dashboard.


Rescheduling and dispatching double-booked appointments cont. 3. Filter the Service Appointments by “Unscheduled” by selecting the drop down arrow and selecting the list called “Unscheduled Service Appointments”. 4. Find the appointment you would like to adjust and click on the SA number, as shown below.


Rescheduling and dispatching double-booked appointments cont. 5. You can also filter for unscheduled appointments in the Gantt chart by clicking the “Field Service” tab. 6. Click the drop-down arrow and click “Measurement - Unscheduled” to view unscheduled Measurement Service Appointments. 7. Find the appointment you would like to adjust.


Rescheduling and dispatching double-booked appointments cont. 7. Log in to iSell and locate the appointment that is “Unscheduled� in Salesforce. 8. Contact the customer to find a new time/date in order to reschedule their service. Be sure to confirm a service resource is available. 9. Reschedule the in-store planning appointment in iSell to the desired time/date. 10. Once rescheduled in iSell, return to your Service Appointments tab. 11. The Service Appointment will be automatically scheduled. 12. Dispatch the Service Appointment in the Gantt chart using the steps in this training.


Cancelling Service Appointments in Salesforce - IKS Scheduling and dispatching from Salesforce


Cancelling the Service Appointment 1. Log in to iSell and locate the appointment that needs to be cancelled in Salesforce. 2. Right click on the iSell order and hit cancel. 3. Follow iSell training to follow cancellation procedures. 4. This will then speak to the Salesforce status through C3NEO.

Profile for Traemand

How to Dispatch IKS Measure Service Appointments  

How to Dispatch IKS Measure Service Appointments