How to Dispatch Remote Planning 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. 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
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 â€“ In Progress
Start Dispatching Remote Planning Service Appointments - IKS Scheduling and dispatching from Salesforce
Navigating to the Gantt chart
1. Log in to Salesforce. 2. Click the “Field Service” tab at the top of your dashboard. 3. Select your territories applicable. (Leave “IKEA” stores unchecked if you do not want to see their In-Store Planning appointments on your GANTT chart.) 4. Click “Save.” Note: Make sure the box is unchecked next to “Show service appointments not associated with a territory.”
Navigating to the Gantt 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. Planning - Scheduled or Planning - 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 (Planning - Scheduled) to dispatch.
Note: “Planning” in this GANTT list includes Online Planning and Plan Validation appointments.
Bulk Dispatching Service Appointments Bulk dispatching Service Appointments through the GANTT Chart 8. Select your desired appointments on the left by checking the tick boxes next to their SA numbers. 9. Click â€œDispatch.â€?
Handling Possible Discrepancies, Double Bookings - IKS Scheduling and dispatching from Salesforce
Rescheduling and dispatching double-booked appointments 1. First, select the list for Unscheduled Planning service appointments (Planning - Unscheduled) to dispatch. a. Appointments would be on the unscheduled list if it was a double booking.
Note: â€œPlanningâ€? in this GANTT list includes Online Planning and Plan Validation appointments.
Rescheduling and dispatching double-booked appointments cont. Service Appointments through the GANTT Chart 2. Select your desired appointments on the left by checking the tick boxes next to their SA numbers. 3. Click “Schedule.” 4. Then go back to the “Measurement – Scheduled” list. 5. Select your desired appointments on the left by checking the tick boxes next to their SA numbers. 6. Select “Dispatch.”
Handling Possible Discrepancies, Rescheduling Resources- IKS Scheduling and dispatching from Salesforce
Rescheduling resources In case a measurement has been dispatched by mistake or a service resource is no longer able to complete an appointment, you’ll need to adjust the resource. 1. Navigate to the “Service Appointments” tab. 2. Open the appointment you would like to adjust. Then locate the assigned resource. 3. Click the drop-down arrow to the right of the service resource. Click “Delete.” 4. Return to the Gantt to reassign a new service resource.
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.
Rescheduling and dispatching double-booked appointments cont. 7. Log in to iSell and locate the appointment that is â€œUnscheduledâ€? 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.