How to set up service management

What is service management?

Providing service to your customers is important for any business. Service management helps to support repair shop and field service operations; complex customer service distribution systems; industrial service environments with bills of materials; and high volume service technician dispatch. Here are just some of the things you can do with service management:

• Schedule service calls and set up service orders
• Track repair parts and supplies
• Assign service personnel based on their skill and availability
• Provide service estimates and service invoices

Getting started with service management

Before you can get started using service management features in Wiise, there are a few things to set up. Such as establishing coding for standard services, symptoms, and fault codes.  And service items and service item types. You'll also need to decide what services to offer your customers and the schedule for those services.

A service is a type of work performed by one or more resources and provided to a customer, such as a type of computer repair. And a service item is the equipment or item that needs service, such as the computer needing repair. You can set up services as part of a group of related repair or maintenance items.

When you set up a service, you can connect it with the skills needed to perform the service. To help your service representatives be efficient, you can also set up real time troubleshooting guidelines and assign typical startup costs, like travel costs or other fees.

1. Set up codes that assign service document lines for your common services. See Set Up Codes for Standard Services
2. Set up general settings that control service management processes. See Configure Service Processes.
3. Define how your business manages fault reporting. See Set Up Fault Reporting.
4. Set up the services you offer your customers. See Set Up Service Offerings.
5. Provide troubleshooting guidelines to help your service reps deliver faster service. See Set Up Troubleshooting.
6. Set up resource allocation to make it easy to assign the right resource to a service task. See Set Up Resource Allocation
7. Set up pricing for services, and set up additional service costs on service orders. See Set Up Pricing and Additional Costs for Services
8. Set up ability to track resource hours and service order status so you can forecast workloads and service needs. See Set Up Work Hours and Service Hours
9. Set up repair status options so that you can monitor progress on repairs. See Set Up Statuses for Service Orders and Repairs
10. Set up a loaner program, so you can use a substitute while you work on a service item. See Set Up a Loaner Program
11. Set up service items and service item components. See Set Up Service Items
12. Set up service contracts and contract quotes. See Set Up Service Contracts.