Service III: Manage and Deliver with Q360 v23.02

In this MasterClass webinar, we discuss Service management and delivery processes.

This webinar was recorded on August 28, 2024.  View or download slide deck here

Agenda:

1. Introduction | 02:47
   1. Discussion between Brad Malone and Tofiq Indawala
   2. What is a Service Call?
2. Back Office Functions | 04:32
   1. Customer / Site Setup | 04:35, demo at 05:44
      1. Service Alerts subtab
      2. Acct subtab
      3. Techs subtab
      4. Recurring Calls subtab
      5. Access Info subtab
   2. Call Setup | 10:49, demo at 13:22
      1. Products and System > Service
      2. General Codes
      3. Open Service Calls
      4. Set up recurring maintenance / inspections
      5. Key Service Call fields
   3. Call Management | 20:13, demo at 23:55
      1. SLAs
      2. Triage
      3. Schedule / Preferred Service Dates
      4. Dispatch
   4. Communication | Excluded from this webinar (see detailed information on our Help Center)
      1. Email Alerts
      2. Tracking Number
3. Poll 1 | Which of the Management topics discussed could you improve upon? | 25:41
4. Techs | 26:57
   1. Dispatch, Instructions, Schedule, Work | 27:06, demo at 29:22
      1. Tech View
      2. My Task List
      3. Time Billing
      4. Checklists
      5. Events
   2. Call Completion​ | 28:13, demo at 32:57
      1. Tech inventory
      2. Update checklists
      3. Schedule return visits (if needed)
      4. Solution Code
      5. Customer Signature
      6. Update Call Status
      7. In-field credit card payments with FLEX license (beta)
5. Poll 2 | Which of the Tech topics discussed could you improve upon? | 33:46
6. Back Office Functions – Accounting | 34:59, demo at 37:44
   1. Post time bills
   2. Check Dispatch Close
   3. Preview Billing Report
   4. Call Billing
      1. Fixed
      2. T & M
   5. Revenue / COGS
   6. Online Credit Card payment option (beta)
   7. GL Account setup
7. Poll 3 | Which of the Accounting topics discussed could you improve upon? | 43:53
8. Customer Portal | 45:20,  demo at 46:21
   1. Service Admin setup
   2. Dashboards
      1. Active Calls
      2. Recent Events
   3. Customer-facing Reports
   4. Unpaid / Paid Invoices
   5. CC Payments (v24.01 beta)
9. Reports | 48:58
   1. Service Overview Workflow Queues
      1. Dispatch Queue
      2. Event Queue
   2. Service Call Open / Closed Dashboards
   3. Service Contract Profitability
   4. Customer Call History
   5. Call Profit Report
10. Summary | 50:17
11. Q&A (see below) | 51:49
12. Poll 5 |​ Would you like to be contacted regarding further training on “Service” in Q360?
13. Wrap Up and References | 57:05

Prefer to view or download this MasterClass slide deck?

Interested in learning more?

• Service I: Philosophy – Service with Q360 Webinar Series, June 26, 2024
• Service II: Sell and Set Up – Service with Q360 Webinar Series, July 24, 2024
• Release Highlights v23.01 – significant Service module enhancements
• Release Highlights v23.02 – Preferred Service Date / Time Requests | Recurring Calls, Maintenance
• Contact Solutions360 Customer Care team at support@solutions360.com to schedule your upgrade to Q360 v23.02

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