Processing a service call

Once a call has been created and qualified, the activity list is usually processed. For standard activities, a specific workflow can be predefined for each call type. If certain milestones are reached, the status of the call changes.

Since service cases are rather client-specific, only the statuses of the individual call types are defined in the CRM standard, but no standard activities.

When processing calls, the following system functions will support you:

• Automatic progress display corresponding to the status in %; the progress can also be specified manually. To be able to do this, activate the Manual flag.
• Automatic warning if the Due date is exceeded, the call record is then displayed in red.
• Automatic display of the total processing time since registration of the call in the field Open since ...  days.
• All Activity comments concerning the call can be viewed at a glance in the Additional data tab. This lets you track the complete procedure, especially if several staff members are involved in processing it. The activity titles and comments are recorded. The list needs to be updated manually by pressing the Refresh button.

If several calls concerning the same issue come in, you can create any number of follow-up calls from the original one using the Service (new)Call function. A derived call retains the reference to the original one in the source attribute.

The system supports call processing with the following functions:

• Automatic progress display corresponding to the status in %. The progress can also be specified manually. In order to do so, set the Manual flag.
• Automatic warning if the deadline is exceeded. The call record is then displayed in red.
• Automatic display of the total processing time since the call was created in the Open since ... days field. The attribute is used for computing the escalation of a call.

A service call can entail a service order, for example, at the event of a machine fault at the customer’s. Using the Service (new)/Order function, you can derive a service order from a call. This causes all associated data such as service object and contact assignments to be applied automatically. The order type does not depend on the call type, and can be freely chosen in the order. The relation to the call is preserved in the order (From call). A call can entail any number of orders.

Prior to creating a service order, a quote can be created from a service call via Service (new)/quote in the function bar. This service quote is then transformed into a service order. The service quote can also be created instantly for the customer. Please note that it differs from a sales quote.