Workforce Management


In a Nutshell



The Workforce Management is where it all comes together.

The following actions are performed from the Workforce Management application:

1. Create service calls and activities using data managed in the Master Data Management app or managed in an ERP systems (example: SAP Business One, et al).
2. Assign service calls the right response using the “Best Matching Technician” feature, which matches service call and activity requirements with technician skills.
3. Manually drag and drop service calls and activities to the planning board.
4. Attach smartform templates to a service call or activity.
5. View service call and activity information, such as current execution stage, associated Time & Material Journal entries, etc.
Attention For users that plan on operating Coresystems Field Service Management with an Enterprise Resource Planning (ERP) system, service calls will not be created and entered manually, but will be communicated from the ERP to Coresystems Field Service Management via the Cloud Connector. When Service Calls are completed, the information entered by the technicians will then be sent back to the ERP via the Cloud Connector.

Activity vs. Service Call

Activity An activity is used for several cases like meetings, service task planning and appointments, reminders, etc. After a meeting or engagement on the customer side, it is often the case that there are some notes to be taken, so that upon the next visit there is a full history available. If, for instance, there was a call with a customer, there is the possibility to create an activity and record why and when the call occured.

Multiple activities can be associated with a single service call.
Service Call A service call, on the other hand, indicates a request from customer related to a certain problem or a desired service.

This distinction is important to note, as it is reflected in the Workforce Management module when creating and managing service calls and their corresponding acitivites.


Visual Glossary


Planning Board


The Planning Board is the dynamic calendar that displays technician schedules. It is here where you can drag and drop service call assignments, adjust technician schedules, and release service calls.

Note: Only 40 technicians can be displayed at a time on the Planning Board. Technician filters can be created and applied as needed to ensure the displayed technicians are suitable for the service call or activity.

The Planning Board will display the following information:






Field Description
Technicians This column will display all available technicians in alphabetical order (beginning with first name).
Date Here, you can select the date for which you would like to schedule service calls. The date is displayed in the following format: DD-MM-YYYY.
Calendar This will display the days and hours of operation. These settings are managed in the Planning Horizon.

Service Call List


The Service Call List pane will display all service calls. You can sort the service calls by using the column headers described below. Additionally, you can also navigate to the Service Calls tab to view, manage, and create service calls.

The following information is displayed in the Service Call List.

Note: This information may be maintained in an ERP or in the Master Data Management app.

Field Description
Service Call Number The numerical identifier assigned to the service call. This value is automatically generated by the application.
Subject The subject of the service call (example: "copy machine repair").
Type If applicable, the type of service call into which the service call is categorized.
Priority The priority level assigned to the service call. Default options include: Low (C), Medium (B), and High (A) priority.
Origin The origin of the service call. In other words, how the service call was communicated from the customer. Examples include: phone, email.
Territory If applicable, the territory in which the service call is located. This can be used in both technician and service call filters to improve scheduling.
Problem Type If applicable, the type of problem associated with the service call.
Start The scheduled start date and time of the service call. This column will only contain information when the serivce call has been scheduled and released.
End The scheduled end date and time of the service call. This column will only contain information when the service call has been scheduled and released.
Due The scheduled due date of the service call. This column will only contain information when the service call has been scheduled and released.
Customer Number The Customer code associated with the service call customer.
Name The name of the contact person. The contact person is generally the person responsible for being present during the service call.
Mobile Phone If available, the mobile phone number of the contact person.
Office Phone If available, the office phone number of the contact person.
E-mail Address If available, the email address of the contact person.
Address Type The address type associated with the service call (example: shipping, billing, unknown).
Street The street name of the location.
Street No. The house/building number of the location.
ZIP Code The ZIP code of the location.
City The city in which the customer location is located.
Country The country in which the customer location is located.
Resolution Internal. Remarks made by the technican regarding the service call resolution.
Skills If applicable, any skills associated with the service call. Skills are created and assigned to technicians in the Skills Management tab or can be associated with equipment.
Equipment No. If applicable, the equipment number associated with the service call.
Equipment Name If applicable, the equipment number associated with the service call.
Serial No. If applicable, the serial number associated with the service call.
Manufacturer Serial No. If applicable, the manufacturer serial no. associated with the service call.

Note: The Manufacturer Serial No. field is only supported when elastic search has been enabled.


Technician Filters


The Technician Filters feature of the Workforce Management module is used to create and apply filters for technicians. It is also here where skills created in the Skills Management tab can be used as filters. Once created, filters can be used to quickly filter technicians in order to improve service call outcomes.


For more information on the Technician Filters, refer to the Filters section.


Service Call Filters


The Service Call Filters feature of the Workforce Management module is used to create and apply filters for service calls. There are already several service call filters, including:


Service Call Filter Description
Overdue When this filter is applied, the application will display all service calls that meet the criteria of being "overdue" (generally, this means the service call has not yet been completed and had a scheduled due date of Today or Yesterday
Low Priority When this filter is applied, the application will only display service calls that have a Low Priority status.
Medium Priority When this filter is applied, the application will only display service calls that have a Medium Priority status.
High Priority When this filter is applied, the application will only display service calls that have a High Priority status.
Ending this Week When this filter is applied, the application will only disply service calls that will end at the end of current business week. The hours of operation are set in the Planning Horizon.

When service call filters are created, they can then be applied to sort service calls for improved planning and response ordering.


For more information on Service Call Filters, refer to the Filters section.


Activity Details


It is here where the details of an activity record are displayed. By clicking on the the activity from the Activities list, the application will display the details in the right-hand pane.








Planning Horizon


The Dynamic Planning Board can be adjusted to reflect hours of operation.

When you click this feature, you can enter the following information:





Field Description
Define Main Hours Here you will set the range of hours to display on the Planning Board to reflect the hours of operation.
Start The operational start time.
End The operational end time.
Define the Days Would Like to see Checkboxes. Here, you can select days to display on the Planning Board to reflect the days in which your business operates.
Select the color for displaying the non working time Color picker. Here, you can select the color used to represent non-working times.
Display Non-Working Time By selecting, the non-working times will also be displayed on the Planning Board.


Calendar Selector


With the calendar selector, you can select the day or date range you would like displayed on the Planning Board.






Activity Tool Tip


When an Activity is selected on the Planning Board, the following information will be displayed:





Field Description
Status The current status of the activity (example: assigned).
Subject The subject of the activity (example: "Coresuite Demo").
Duration The duration of the activity (example: 14h).
Technician The assigned technician. If there is a photo associated with the employee, it will display. If there is no photo available, the employee initials will be displayed instead.
Priority The priority of the activity (example: low).
Activity Type The type of activity (example: install).
Business Partner The business partner associated with the activity.
Serice Call The service call with which the activity is associated (example: 34).

Map


Attention:The Google Maps services embedded in our products are not allowed to be used in the following countries and regions: Crimea, Cuba, Iran, Myanmar, North Korea, Sudan, Syria, Vietnam.

By selecting a service call or activity on the planning board and then selecting the button, the application will redirect you to the map view in a new tab.




Note: for information on the enhanced Service Map feature, please refer to the following guide.


Technician Details


By hovering over a technician record next to the Planning Board, the application will display the following:


Note: By double-clicking on the technician record, the application will redirect to the record in the Master Data Management app where the data can be edited.



Field Description
Phone The phone number of the technician.
Status The current status of the technician.
Last Sync The time and date on which the technician last performed a sync from the mobile application.
Skills Any/all skills associated with the technician.


New Reservation


After a time slot record has been created in the Time Slots tab, they can then be applied when necessary to a employee by right-clicking on the employee schedule on the Planning Board.

The application will then display a New Reservation dialog:




Field Description
Title If applicable, the title of the reservation type. This will display on the Planning Board.
Customer If applicable, the customer associated with the employee reservation.
Type Required. Select either a reservation or absence type from the list of values. Both reservations and absence types are created and managed in the Time Slots tab of the Workforce Management Settings.
More
Exclusive Reservation Important. If active, no activities can be assigned to the employee with the reservation/absence.
Whole Day Indicator. Used to indicate that the reservation or absence type is valid for the whole day. When not active, beginning and end times must be entered in the fields below.
From Required. When the Whole Day indicator is not active, the beginning date/time of the reservation or absence.
To Required. When the Whole Day indicator is not active, the ending date/time of the reservation or absence.

Service Call / Activity History


The history of a service call record and corresponding activity/activities can be viewed by clicking on the View History option located in the ⋮ menu of the Service Call Details or Activity Details screen:



The application will then display the last 10 changes that have been performed on the Service Call record and related activities. This information is contained in the Audit Logs.



When a record change is selected, the application will then display the following:



Each change history will contain the following information:


Field Description
Activity If applicable, the unique alphamumerical ID of the activty generated by the application.
Inactive True or false. When true, the activity is no longer active.
State The current state of the Activity. For more information on states, refer to the Activity Execution Stages section below.
Released True or false. When true, the activty has already been released.
Created by The account user responsible for creating the service call/activity.
Technician If assigned, the technician to whom the activity has been assigned.
End date The end date entered on record creation.
Created At The date/time on which the activity/service call was created.
Unit If applicable, the unit associated with the activity/service call.
Start Date The start date entered on record creation.
Last changed by The account user who last updated/modified the record.
Synchronization Status The current synchronization status of the activity/service call.

Action Glossary


Attach Smartform to Activity


  1. Click on the unreleased activity.
  2. In the Activity Details section, navigate to the Smartforms tab.
  3. Select the + icon

  4. Select the smartform you would like to attach to the activity. The Categories tab can be used to view smartforms by category:

  5. After selecting a smartform, you can mark it as mandatory

  6. When complete, select the SAVE option. The smartform will now be attached to the activity and can be released to a technician.

Duplicate Activity


Attention: When an activity is duplicated, any equipment, smartform and/or activity associated with the original activity will also be duplicated.

To duplicate an activity, press the `CTRL` button and drag and drop the activity onto the planning board.


Best Matching Technician


  1. From the Service Call List right-click on the service call for which you would like to view the best-matching technicians.


  2. Select the Find Matching Technicians option. Under the Service Calls Details pane, the application will display a new Best Available Technicians section:


  3. When you select a technician, the application will display the following information:


Field Description
Include Booked Technicians Checkbox. This option allows you to query for both available and booked technicians in order to find the best technician.
Name The name of the technician.
Availability The current availability of the technician.
Rating The rating reflects the suitability of the technician for the service call based on the ratio of matching and missing skills.
Missing Skills Any/all skills that are missing from the technician but recorded as “required skills” when the service call was created.
Matching Skills Any/all skills that the technician possesses that were were recorded as “required skills” when the service call was created.
  1. After finding the best matching technician, you can then drag-and-drop the service call from the Service Call List onto the matching technician’s schedule. If there are missing skills, the application will display the following:


  2. If you want to proceed with the service call, select the Plan Anyway option. If you want to assign the service call to another technician, select the Discard option.
  3. When complete, you can release the service call to the selected technician by clicking the Release Assignments button.

Add Attachment to Service Call


Attachments can be added directly to a service call when creating or editing a service call.

Please note the following:

  • Attachments cannot currently be sent to an ERP.
  • Attachments that are sent from an ERP cannot currently be removed.
  • The Attachment card will always be displayed regardless of screen configuration.

To add or edit an attachment to a service call, complete the following:

  1. If creating a new service call, enter all required information and save service call record. The application will then refresh the service call screen and display the Attachments card.


    Attention: The Attachments section will ONLY be displayed when the record has been saved.
  2. Successfully uploaded attachments will then display the Attachments title.

Note: To delete an attachment, click the ⋮ beside the attachment and select the Remove option.

Service Call Lifecycle

Prerequisites
Master Data Management
Using the Data Loader, you can upload Master Data used in the Workforce Management module and mobile application. In order to create a service call, you will need customer, person, equipment, item, and contact information.
Create Service Call
From the Workforce Management screen you can create a new service call using data imported using the Master Data Management module.
Release Assignment
From the Workforce Management screen, you can drag and drop the activity onto a technician schedule on the Planning Board, and assign it by selecting the "Release" button.
Next Steps
Approve Data
Using the Time & Material function, you can view, edit, approve, and deny the effort, expense, material, and mileage information.
Technically Complete
After the service call has been checked out and completed, and effort, expense, material, and mileage information has been recorded, it can be manually changed to a new status: technically complete. This status means that the service call has been completed and is now ready to be reviewed before billing and invoicing.

Create Service Call

Managing service calls is the primary purpose of the Workforce Management module. Using information uploaded in the Master Data Management module or data communicated from an Enterprise Resource Planning (ERP) system, you can create and release new service calls, and create and manage filters to optimize planning and dispatching activities.


Release Assignment

After an activity has been dragged and dropped onto the Planning Board, it can be released as follows:


Approve Time & Material Entries

Next, you will review and approve any Time & Material entries that have been created by the technician in association with the service call and/or activity. This is done in the Time & Material Journal.

The following actions are available:

The following statuses occur in the Time & Material Journal:



Action Description Impact
Duplicate Duplicate the effort, equipment, material, and/or mileage record. By selecting this option, the application will create a copy of the record. Changes can then be made as needed to the duplicated record.
Review Review the effort, equipment, material, and/or mileage record. By selecting this option, the status of the record will change from Pending to Review and the record can be reviewed and/or modified as needed before being approved, declined, deleted, or sent back to the technician/field employee as a change request.
Approve Approve the effort, equipment, material, and/or mileage record. By selecting this option, the status of the record will change from Pending/Review to Approved. The information from the record can then be synchronized with the ERP system in the backend for billing/invoicing purposes.
Request Change Send a change request to the technician/field employee so they can modify the record or add additional information. By selecting this option, the techncian/field employee will receive a notification with a prompt to update/append the record and resubmit for approval.
Decline Decline the effort, equipment, material, and/or mileage record submission. By selecting this option, the record status will change from Pending/Review to Declined.
Delete Delete the effort, equipment, material, and/or mileage record. By selecting this option, the record will be removed from the Time & Material screen and will no longer be visible/available.

Change Status to Technically Complete

The Service Call status “Technically Complete” indicates the following:

  • All activities related to the service call have been CLOSED.
  • The service call has a FINISHED status.
  • The information entered by the technician (mileage, time, effort, equipment, etc.) is now ready for validation and acceptance.

In order to change the service call status from FINISHED to TECHNICALLY COMPLETE, you must complete the following steps:



  1. From the Service Calls tab (1), select the FINISHED option from the filters list (2).
  2. From the Service Calls window, select the finished service calls you would like to mark as TECHNICALLY COMPLETE (3).
  3. After selecting the service calls the application will display a Technically Complete button above the edit button. Click this button and the status of the selected record/s will be changed to TECHNICALLY COMPLETE (4).

Remove Activity

Activities can be removed from the Planning Board by clicking on the assignment:



And then clicking the ⋮ menu. The application will then display the following:



Please note the different scenarios:

Field Description
Unassign By selecting this option, the activity will no longer be assigned to the technician on the planning board and will revert to the Activity List where it can then be reassigned.

Note: If multiple activities are unassigned, all of them will be displayed in the Activity List below.
Cancel By selecting, the activity status will change to Cancelled status.

The word Cancelled will also display in the subject field beside the original activity subject.

There are two scenarios that should be noted:


Scenario Impact
Cancellation of activity for service call with no other linked activities When an activity is cancelled for a service call that has no other activities, the service call status will remain unaffected.
Cancellation of activity for service call that has other linked activities When an activity is cancelled for a service call that has multiple activities, the service call status will also change to cancelled.
Close By selecting, the activity status will be changed to Closed.

Appendix

Activity Execution Stages

Stage Description
IN PLANNING This execution stage inidicates that the activity record has been created and is currently in the Activity List.
IN DISPATCHING This excecution stage indicates that the activity is currently on the Planning Board, but has not yet been released to the technician.
IN EXECUTION This execution stage indicates that the activity has been released to the technician and can now be viewed and completed on the mobile application.
CLOSED This execution stage indicates that the activity has been completed and closed by the assigned technician. Activities can also be closed for other reasons.
CANCELLED This execution stage indicates that the activity has been cancelled.

COR_CLOUD_AssgPlan UDF

For users using the SAP B1 Cloud Connector, there are three Activity states:

State Description
NONE The activity is in the activity list and is ready to be planned.
ADD The activity has been dragged and dropped onto the responsible’s schedule, but has not yet been released.
RELEASE The activity has assigned to the responsible person and has been released.

This works only in combination with the SWA_CT_Assignment UDF, which is used to represent “Is assignment”


Inheritance Logic for Activities

The following is an explanation of how Equipment Code and Equipment name information is populated for service calls and their related activites:

Scenario Description
1 If an activity is created for a service call, and the activity has no equipment associated with it, the Equipment Code and Equipment Name fields will be inherited from the Service Call.
2 If an activity is created for a service call, and the activity has equipment code associated with it, the activity equipment code will display in the Equipment Codefield and the activity equipment description will display in the Equipment Name field.
3 If two or more activities are created for a service call, and each activity has equipment associated with it, the activity equipment code will display in the Equipment Codefield and the activity equipment description will display in the Equipment Name field for each activity.
4 If two or more activities are created for a serivce call, and no equipment is associated with the first activity, the first activity will inherit the Equipment Codeand Equipment Name from the service call, while the second will display the acticvity equipment code in the Equipment Code field and the activity description in the Equipment Name field. The activity equipment code value will reflect the order of activities. For example, in the above scenario, the activity code would be n+1, taking into to account the sequence of the preceding activity.
5 If two activities are created for a service call that has equipment defined, and the first activity doesn’t have equipment defined but the second does, the first activity will inherit the Equipment Code and Equipment Name fields from the service call, while the second will display the activity equipment code in the Equipment Code field and the activity equipment description in the Equipment Name field.

Address Resolution Logic

The address that is used for activities in the planning list uses the following logic:

  1. Current Activity Address, if it exists (e.g. activity coming from ERP)
  2. Source Activity Address, if it exists (e.g. activity created as a copy of an existing activity)
  3. Address of the Service Call, if it exists
  4. Address of the Equipment linked to the Activity, if it exists
  5. Address of the First Equipment of the Service Call, if it exists
  6. BP Default ShipTo address type, if any
  7. BP Default BillTo address type, if any
  8. BP Default ShipTo address type, if any
  9. BP First BillTo address type, if any
  10. BP default address, if any

Status Colors

Activities and service calls will display the following hard-coded colors based on status:

Status Color Conditions
ASSIGNED Light Red SERVICEASSIGNMENT = created; SERVICEASSIGNMENT.RELEASED = false; SERVICEASSIGNMENT.RELEASEDDATETIME = null
RELEASED Light Green ACTIVITY = created; ACTITIVTY.ACTIVITYTYPE = ‘ASSIGNMENT’; SERVICEASSIGNMENT.RELEASED = true; SERVICEASSIGNMENT.RELEASEDDATETIME = {updated with releasedate/time}
MODIFIED Light Yellow  
CHECKOUT, OPEN, LOCKED Light Blue ACTIVITY.STATUS = OPEN; ACTIVITY.CHECKEDOUT = true
CHECKOUT, CLOSED Dark Blue ACTIVITY.STATUS=CLOSED; ACTIVITY.CHECKEDOUT = true

The following table outlines the relation between the various menus and features in Workforce Management and their corresponding business objects. These can be used to control menu visibilty in the Workforce Management app.

When the business object is marked as visible for the permission group, it will be visible in the application. Conversely, when unchecked, it will no longer be visible.

Menu Visibility Legend

Menu Business Object (Permission = )
Activities Activity
Settings CompanySettings
Project Management Project
Service Calls ServiceCall
Business Partners BusinessPartner
Contacts Contact
Equipment Equipment
People Person
Items Item
Skills Skill
T&M Journal TimeEffort; Mileage; Material; Expense (all = visibleoff = hidden)

Permissions

As the engine of the Coresystems Field Service Management, Workforce Management module has some additional permissions and configurations to customize access and behavior: