Best Way to Rebook a Work Order
Recently I was working with field service and I was finding difficulty to rebook a work order. I thought I should share my experience how I workaround a solution to rebook a work order because rebooking is such an essential functionality for any business.
We had a business scenario where dispatcher was always using schedule board to Book and Rebook an appointment. Once Dispatcher schedule an appointment with customer, many times customer call to reschedule an appointment. Customer we are dealing with are old age people, often when they call dispatcher, they don’t know anything about resource name or time of the appointment or a work order no.
While dispatcher on call with customer, looking at schedule board it’s very hard to find out work order for the customer. You cannot customise your schedule board to add search/filter to look for scheduled work order by customer.
Note: if dispatcher knows Date and Time for the work order then it’s little easy to rebook an appointment from Schedule Board. Dispatcher just select Hours view, select the appointment Date from calendar, then they just go through all the scheduled appointment for that date and time and rebook it. Again, If your organisation have lot of resources then again Dispatcher will have hard time to find out particular work order.
To overcome above problem, I have found couple of work arounds as per below.
- Search for customer in CRM, you can do advance find, quick find, etc. Once you find customer, you can easily find out scheduled work order. Open a work order record and note down the booking record date and time. Now Click on Book button on the ribbon. In popup screen schedule board will appear. Select the Horizontal View. If work order already has booking then who is booked will appear under the Resources Search box, expand that area. At the moment you will not be able to see the booking record as booking is mad on 13th January, by default you schedule assistant filter search Start Date set to today’s date. Change this date to 13th Now click search and you will see the booking record as per below.Now if you just want to change date and time them just do drag and drop. If you want to change the resource then right click the booking and select Substitute Resource, either select resource based on what you see on schedule board or click on Find Substitution.Note: if you just do Book on Schedule Board, then system will create another booking record. You can stop user accidentally creating double booking by implementing Booking Rules. In my next post I will tell you how it can be done.
- Create a workflow on Resource Requirement on Create, update Resource Requirement Name same as Work Order Service account. If you want, you create new field and copy Service account name to that field. Why I am doing this you will find out soon. Create view called Scheduled Work Orders as per below filter. Please make sure view has Name column.
Add this view to Schedule Board Resource Requirement Panel.
When you Apply the changes your schedule board looks like as per below.
Now let’s say customer called to dispatcher and asking to rebook their appointment, they don’t know the work order no, time or resource name. Dispatcher open the Schedule board, select the Scheduled Work Orders view on requirement panel, click on Name and search for customer name as per below.
PS: If I haven’t copied Service Account Name to Text field then you will not get below free text filter. Lookup field gives you list of records.
Now open the work order to find out what resource and time customer has a booking. Reason we have to do this because there is no way we can see booking details from requirement (i.e. M:1 relationship between Booking and Requirement doesn’t allowed to add Booking Start and End Date).
Once you know Booking date, time and resource, you can easily find out work order in schedule board.
Now when you right click on booking record you will see an option to rebook an appointment. When you click on rebook, system will allow you to choose available resource, date and time.