FSMA: Closing Out a Service Appointment Complete

Topic

 

This process is completed by Field Engineers and Service Partners using Field Service Mobile App (FSMA).

 

This guides a technician through the steps of indicating that the Service Appointment is complete.

 

In order to successfully begin the Service Appointment Closeout process, the Service Appointment's status must be On-site (the Service Appointment should be visible in the Enroute/Onsite/Pending) List view.

 

If the Service Appointment is not seen in Enroute/Onsite/Pending, you will not be able to proceed and will need to complete Update Status when you left for site, and tapping Update Status again when you arrived onsite.

 

Environment

Software: Salesforce Field Service Mobile App

 

Hardware:

Apple:

  • Minimum requirements are as follows:

    • Operating System: iOS 17.0 or later.
    • Supported Devices:
      • iPhone: XS, XS Max, 11, 11 Pro, 11 Pro Max, 12 Mini, 12, 12 Pro, 12 Pro Max, 13 Mini, 13, 13 Pro, 13 Pro Max, 14, 14 Plus, 14 Pro, 14 Pro Max, SE 3rd generation and later.
      • iPad: 10th generation and later, iPad Air 4 and later, iPad Mini 6 and later, iPad Pro 2nd generation and later.

Android:

Minimum requirements are as follows:

    • Operating System: Android 10.0 or later.
    • Memory: At least 4 GB of RAM is required, but 6 GB is recommended for optimal performance. Devices with 8 GB of RAM are recommended if you need to prime more than 20,000 records for offline use.
    • Google Play Services: Version 18.0.0 or later.
    • Android WebView: Version 90.0 or later.
    • Wi-Fi or cellular network connection (3G or faster) for the app to communicate with Salesforce.
    • GPS capabilities.

Steps

Before closing a Service Appointment, ensure that:

 

  • You have closed out with the End User and ready to leave site
  • Installed parts have been transacted
  • You have created toe tags for parts being shipped back
  • Identified any job expenses you will be attaching to this Service Appointment 

 

1.  Tap the Service Appointment Closeout Button in the Service Appointment section of the Action Menu.

 

A screenshot of a service appointmentDescription automatically generated

 

 

2. Confirm all parts have been transacted

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3.  Choose yes and tap on Next at the bottom of the screen.

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4. Add Internal Notes that be visible to Daktronics

  • Internal Notes (For administrative use; not visible to customer):
    • Concerns or any additional information

 

 

 

5. 

Add External Notes that will be shared with the Customer

  • External Notes (Visible to customer):
    • What activities did you perform during this Service Appointment?

 

 

 

 

 

 

6. Include any parts or supplies to be associated with this Service Appointment. (Non-Installation) 

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  • Yes: Input all expenses
  • No: Move to next Step

This is to associate these purchases as billables to the customer. You will still be required to submit these expenses in Emburse for reimbursement. 

Note: This step will not apply to Installation Service Appointments. for these instances, please proceed to Emburse for reimbursement.

 

7.  Confirm Enroute timestamp & On-site Arrival Timestamp.

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Optional - if you took a lunch break, toggle the corresponding button

  • Enter when your lunch break started
  • Enter the duration of your lunch break

 

8.  If there was a FCT onsite, document their timestamps.

 

  • Yes with Same Timestamps - Copies the Technician's timestamps for the NCT
  • Yes with Different Timestamps - Allows Technician to manually enter the NCT's timestamps
  • No - There was no NCT onsite for this Service Appointment

9.  Review Timestamps

 

This will show when you left for site, arrived onsite, and when you completed the Service Appointment Closeout process.

 

It is desirable that this is done real-time, but in this example, we see the Actual End Time which is when you have completed the Closeout step is incorrect and was not done on April 4th. This will require this timestamp to be updated which will happen in the Travel Home Complete step. For now, we want to confirm the Enroute time and On-Site Arrival time are correct. 

 

 

10.  Confirm Notes Entered on this Service Appointments

 

 

11. Service Appointment Closeout is Complete

 

By completing this step, you are now prepared to leave site and travel home. 

 

 

 

 

OPTIONAL: Sending Back Transacted Parts or R&R Parts

Dropping off all parts to your Assigned ADL is encouraged when possible before initiating your Travel Home Complete.

 

 

13. When you arrive home, Open the Travel Home Complete in the Action tab to capture the last timestamp of the Service Appointment.

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14. Verify All Timestamps

 

You will see the timestamp of the Service Appointment in one easy to view screen. This will open up with all timestamps captured during the Service Appointment Closeout, but now allowing you to correct your "Actual End Time/ Leave Site" time and enter your Travel Home Complete timestamp.

 

 

After you have entered the correct Travel Home Complete timestamp, tap on Next to return to the overview of the Service Appointment.

 

 

15. This Service Appointment is now Completed

   

By seeing the banner at the top will signify you have closed out the Service Appointment and captures all timestamps.

 

Note: The Service Appointment will be seen in the "Recently Closed" List View 

KB ID: 000030008

DISCLAIMER: Use of this content may void the equipment warranty, please read the disclaimer prior to performing any service of the equipment.

DAKTRONICS DOES NOT PROMISE THAT THE CONTENT PROVIDED HEREIN IS ERROR-FREE OR THAT ANY DEFECTS WILL BE CORRECTED, OR THAT YOUR USE OF THE CONTENT WILL PROVIDE SPECIFIC RESULTS. THE CONTENT IS DELIVERED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS. ALL INFORMATION PROVIDED IN THIS ARTICLE IS SUBJECT TO CHANGE WITHOUT NOTICE. DAKTRONICS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES OF ACCURACY, NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. DAKTRONICS DISCLAIMS ANY AND ALL LIABILITY FOR THE ACTS, OMISSIONS AND CONDUCT OF YOU OR ANY THIRD PARTIES IN CONNECTION WITH OR RELATED TO YOUR USE OF THE CONTENT. ADJUSTMENT, REPAIR, OR SERVICE OF THE EQUIPMENT BY ANYONE OTHER THAN DAKTRONICS OR ITS AUTHORIZED REPAIR AGENTS MAY VOID THE EQUIPMENT WARRANTY. YOU ASSUME TOTAL RESPONSIBILITY FOR YOUR USE OF THE CONTENT AND ANY LINKED CONTENT. YOUR SOLE REMEDY AGAINST DAKTRONICS FOR DISSATISFACTION WITH THE CONTENT IS TO STOP USING THE CONTENT. THIS LIMITATION OF RELIEF IS A PART OF THE BARGAIN BETWEEN THE PARTIES.

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