Tutorial

Service Works Setup

Let’s get you started right away. Please click on Settings icon to get the configuration page. You can always click on this gear to go back to configuration.

The left grey pane has all the menu items for setting up your configuration item. These are grouped by modules of ServiceWorks.

Site Settings

This has four sections.

  1. Account Information
  2. Company Location
  3. Tax Information
  4. Company Profile

Account Information

Company Location

Specify company address and tag line. Tag line can be used in your invoice, so make it catchy.

Tax Information

Here you can set default rate of your company tax. If your organization need multiple tax then you need to click the Multiple Tax Setup link that will then take you to a separate tax set up page.

Company Profile

This where you set your company working hours. Based on this value your calendar will be organized. Also upload your company logo, this will also be used in the invoice.

Job Settings

Job settings has 8 sections under it.

  1. Job Type
  2. Call Type
  3. Call Source
  4. Reschedule Type
  5. Product Family
  6. Module Visibility
  7. Custom Field
  8. Print Ticket Template

Job Type (Required)

These are the values for differentiating between your jobs. You can run reports on this data attribute to understand the distribution of your job by type.

Call Type(optional)

These are another set of values for differentiating between your jobs. You can run reports on this data attribute to understand the distribution of your job by type. Some of the recommended values are Service, Pickup, Delivery, Maintenance

Call Source (Optional)

This is for creating a list of your call source or where did you receive these requests from. This could be the list of sources where you are advertising or running campaigns.

Reschedule Type (Required)

Sometimes you must reschedule your job for multiple reasons. This is the list of things for you to track your reschedule reasons.

Product Family

This is the place where you can define the Product or Equipment or Asset you perform any operations on. This could be used if you are in the business of renting out equipment or fixing equipment. This list could also be used to define the capabilities required to perform a job. This is a 5-level nested hierarchy. So think more like what type of skill set your team members need to have and design your Product hierarchy based on that.

Some examples

You can them associate this Bottom mount as a skill to your technician

Module Visibility

This is the page for turning different sections on and off for new job creation. You can control the visibility of Items, Products, Service and Invoice.

Custom Field

You can add text box fields for job that we may not have. It could be anything that you may need – like Sales Agent Name, or Square Footage. It will be available for your use in the new job page or invoice template.

Print Ticket Template

You can design your own template using this settings. These are many dynamic fields that you can use to create your template.

This Print Ticket functionality is available from the job page bottom button panel.

Customer

Lead Status

Click on the Customer and the Lead status from the left navigation under Configuration. This is the place you can add list of lead status. By default, ServiceWorks will have two status included. Open and Converted. When you add a new Customer to a system, the default status is open. But then when you associate a Customer to a Job it becomes Converted. You can add any number of in-between status through this list.

Form

ServiceWorks offers you the ability to create checklist, inspection list, survey form right from this area. You can create any number of forms you want and can use it for various purposes. Just click on the red plus sign and the form creation page will open. You can associate forms to a job, send it to customer and even email and download it for your record.

You can search the forms by their name, and you hover over the three dots next to the form to preview or edit it.

Inventory Settings

Inventory has 5 sections.

  1. Location Type
  2. Locations
  3. Manufacturer
  4. Distributor
  5. Auto Save

Location Type

This is the place to setup your inventory location category or types. This includes service vehicles also. You can click on the new Location Type button to add new record. The bin format is as follows: “#” Represent number and “A” represent character here. If you type ##AAA#, then 45BGU8 will be a valid Bin.

Location

This is the actual locations of your inventory including the physical address of the location. You can also add bin number.

Manufacturer

You can list out all the manufacturers and brands you use for your parts, materials or supplies. Click New Manufacturer button to add new manufacturer. Then Click the View button in the manufacturer row to add multiple Brands for that Manufacturer.

Distributor

List out all the Distributors from whom you buy parts, materials or supplies.

Note: You at least need one Distributor to be able to create Purchase Order

Edit Distributor

Click on the edit button from Distributor listing and you can edit information in there. You can add name, website, phone number, email, address, zip, state, city for the distributor.

We also integrate with many distributors for automatically pulling part information. In that case you need to enter the User Account Number of the distributor and the login username and password to integrate with their Api.

You can set status to active or inactive

You can choose if the Parts covered by warranty needs use the cost or price of the parts.

You can multiple contacts for the Distributor. You can map Manufacturer and Distributor to say that you get certain branded products from this Distributor.

Auto Save Inventory

This flag enables the automatic update of your inventory when we pull parts from other sources.

Module Visibility

Set the module visibility for Inventory and Model search.

Service Settings

The sections handle your service-related settings. You can configure the time you provide your service, and zones you provide service to.

Assign with AM/PM

When this is checked this will show you the option of AM/PM in the Job Scheduling page. You can also set the default job completion time to block time on your calendar easily.

Time Range

If you are in a service where you mostly operate in time slots, then here is the place to configure it.

Zone

Your business operations may span different zones and you want to associate your technicians by zone. Here is the grouping of zip codes to a zone. Click on New Zone, name the zone what you want and add one or more zip codes in that zone.

Purchase Order Settings

You can generate purchase order automatically when you are creating a job or work order request.

  1. Can Professional Create PO: if this is checked then techs can generate PO from the field, otherwise not. You have control over it through this flag.
  2. Consolidated Purchase Order: You can order many parts for a job but create a consolidated purchase order if this option is checked.

Point of Sale Setting

If you are selling a product, you can use the hardware less POS system. All the settings in this section is related to that Order.

Disclaimer:

If there is any Disclaimer you want in the invoice generated for this Order.

Discount

If you are offering any discount for selling your product, then you need to activate those here.

Estimation Settings

Estimation Settings is the place where you configure your estimation template and the email when you send the estimation.

Estimation Email Template

Configure the email when you send your invoice. Here is the place where you can configure to add the “Approve Estimation” button in your template.

Dynamic Keyword for Approval:

{APPROVEESTIMATIONBUTTON} – This will place a button in your email and on click of the button will open an approval page

{APPROVEESTIMATIONLINK}: This is just the link of the approval. You can use the link as it is directly.

Estimation Template

This is the estimation template configurtion. You can design your estimation anyway you want. Here is a sample estimation that you can use. But you are free to modify it to your needs.

<div style="margin-top:0px;margin-bottom:0px;background-color:#66dcec;-webkit-print-color-adjust: exact;padding-left:20px;padding-top:20px;padding-right:20px;padding-bottom:20px;">
	<div style="display:inline-block;vertical-align:top;width:30%;">
		<div style="width:170px;border-radius:50%;margin-bottom:8px;margin-top:0px;height:60px;">
			{CompanyLogo}</div>
	</div>
	<div style="display:inline-block;vertical-align:top;width:34%;">
		<div style="text-align:center;">
			<h2 style="margin:0;font-size:30px;color:#fff;margin:12px 0">
				Quote</h2>
		</div>
	</div>
	<div style="display:inline-block;vertical-align:top;width:32%;text-align:right;">
		<p style="margin:3px 0 0 0;font-size:16px;color:#fff;">
			{CompanyAddress}</p>
		<p style="margin:3px 0 0 0;font-size:16px;color:#fff;">
			{CompanyCity}, {CompanyState} - {CompanyZip}</p>
	</div>
</div>
<div style="margin-left:30px;margin-right:30px;">
	<div style="margin-top:15px;margin-bottom:15px;">
		<div style="display:inline-block;vertical-align:top;width:30%;margin:8px 0;padding-right:10px;border-right:1px solid #dadada;min-height:140px;">
			<h3 style="margin:0;color:#33475b;">
				Bill To:</h3>
			<p style="margin:8px 0 0 0;font-size:12px;color:#565656">
				{BillToCustomerName}</p>
			<p style="margin:8px 0 0 0;font-size:12px;color:#565656">
				{BillToAddress}</p>
			<p style="margin:8px 0 0 0;font-size:12px;color:#565656">
				{BillToCity},{BillToState},{BillToZip},{BillToCountry}</p>
		</div>
		<div style="display:inline-block;vertical-align:top;width:30%;margin:8px 0;padding-right:10px;padding-left:5px;border-right:1px solid #dadada;min-height:140px;">
			<h3 style="margin: 0px;">
				 </h3>
		</div>
		<div style="display:inline-block;vertical-align:top;width:34%;margin:8px 0;padding-left:5px;">
			<div style="padding-left:0px;padding-right:5px;">
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:8px;">
					<h3 style="margin-top:0;margin-bottom:0px;color:#33475b">
						Total</h3>
					<h2 style="margin:0;color:#00BCD4;">
						${InvoiceTotal}</h2>
				</div>
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:8px;">
					<h3 style="margin:0px 0 0 0;font-size:14px;padding-left:0px;color:#33475b;">
						Quote No</h3>
					<h2 style="margin:0;color:#565656;font-size:12px;font-weight:normal;">
						{TicketNumber}</h2>
				</div>
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:8px;">
					<h3 style="margin:0px 0 0 0;font-size:14px;padding-left:0px;color:#33475b;">
						Date</h3>
					<h2 style="margin:0;color:#565656;font-size:12px;font-weight:normal;">
						{TicketDate}</h2>
				</div>
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:8px;">
					<h3 style="margin:0px 0 0 0;font-size:14px;padding-left:0px;color:#33475b;">
						 </h3>
					<h2 style="margin:0;color:#565656;font-size:12px;font-weight:normal;">
						 </h2>
				</div>
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:5px;">
					<h3 style="margin:0px 0 0 0;font-size:14px;padding-left:0px;color:#33475b;">
						Estimated Amount</h3>
					<p>
						 </p>
				</div>
				<div style="text-align:left;display:inline-block;width:48%;vertical-align:top;margin-bottom:5px;">
					<h3 style="margin:0px 0 0 0;font-size:14px;padding-left:0px;color:#33475b;">
						{DueAmount}</h3>
				</div>
			</div>
		</div>
	</div>
	<h2 style="margin:25px 0 20px 0;color:#33475b;">
		{IssueDescription}</h2>
	<div style="margin-top:15px;">
		<div style="font-size:20px">
			<p>
				{ServiceItems}</p>
			<p>
				<span style="color: rgb(0, 0, 0); font-family: Roboto, sans-serif; font-size: 14px;">{RollupInvoice}</span></p>
			<div style="border-top:1px solid #dadada;margin-top:10px;margin-bottom:0px;">
				 </div>
			<div style="display:{DiscountAmountDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Discount:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${DiscountAmount}</h4>
				</div>
			</div>
			<div style="display:{ServiceDiscountAmountDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Service Discount:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${ServiceDiscountAmount}</h4>
				</div>
			</div>
			<div style="display:{OtherChargeDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Other Charge:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${OtherChargeAmount}</h4>
				</div>
			</div>
			<div style="display:{OtherChargeDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Other Charge Tax:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${OtherChargeTaxAmount}</h4>
				</div>
			</div>
			<div style="display:{ItemTaxAmountDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Item Tax:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${ItemTaxAmount}</h4>
				</div>
			</div>
			<div style="display:{ServiceTaxAmountDisplay}">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Service Tax:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${ServiceTaxAmount}</h4>
				</div>
			</div>
			<div style="">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:{SubtotalDisplay};vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						Subtotal:</h4>
				</div>
				<div style="display:{SubtotalDisplay};vertical-align:top;width:15%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:13px !important;color:#565656">
						${Subtotal}</h4>
				</div>
			</div>
			<div style="margin-top:10px;border-top:1px solid #dadada;">
				<div style="display:inline-block;vertical-align:top;width:10%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:45%;">
					 </div>
				<div style="display:inline-block;vertical-align:top;width:26%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:24px !important;color:#33475b">
						Total:</h4>
				</div>
				<div style="display:inline-block;vertical-align:top;width:15.8%;">
					<h4 style="margin:3px 0px;font-weight:600;text-align:right;font-size:24px !important;color:#33475b">
						${Total}</h4>
				</div>
			</div>
		</div>
		<br />
		<div>
			<h3 style="margin:0;color:#33475b;">
				Deliverables</h3>
			<p>
				{Note}</p>
			<p>
				 </p>
		</div>
	</div>
</div>
<p>
	 </p>
<p>
	 </p>
<p>
	 </p>
<p>
	 </p>
<p>
	 </p>
<p>
	 </p>
<p>
	 </p>
<p>
	<link href="https://fonts.googleapis.com/css?family=Roboto+Mono&subset=cyrillic" rel="stylesheet" />
	<style type="text/css">
body {
        font-family: 'Roboto Mono', serif;
        font-size: 20px;
      }	</style>
</p>





Invoice Setting

Invoice Charges

Finance Charge

If your customers are late in paying your invoice, you can generate Finance charge for the upcoming statements. Here is the place to define your finance charges.

Other Charge

You might need to charge your customers additionally for some items that is not part of service or labor. Here is the place to configure it.

Other Option

  1. Itemized Invoice: You can set this flag on to generate detailed invoice with every item broken down
  2. Fixed Price Invoice: You can set this flag on to generate a cumulative price invoicing, where the items will not be broken down, but it will show you the total price.
  3. Roll Up Invoice: You can set this flag on to generate invoice where you show the rolled up prices of the items on the Product level and not list individual item pirce.

To learn more about these options read this article.

Invoice Email Template

Configure you invoice email template. This email will go when you send an invoice to the customer.

<table border="0" cellpadding="1" cellspacing="1" style="width:600px;text-align:center">
	<tbody>
		<tr style="background-color:#33475b">
			<td>
				<div style="width:170px;text-align:center;height:60px;">
					{COMPANYLOGO}</div>
			</td>
		</tr>
		<tr style="background-color:#fff; height:100px;font-size:20px;color:#33475b;">
			<td>
				Invoice {TICKET#}
				<hr />
			</td>
		</tr>
		<tr>
			<td>
				Thank you for doing business with us. Please find the invoice attached.</td>
		</tr>
		<tr>
			<td>
				{JOBDESCRIPTION}</td>
		</tr>
		<tr>
			<td>
				<span style="font-size:22px;">{PAYMENTLINK}</span></td>
		</tr>
		<tr>
			<td>
				By Subscribing to ServiceWorks you are accepting to follow the guidelines set in <a href="http://service.works/terms-of-service.html">terms of service</a></td>
		</tr>
		<tr>
			<td>
				<hr />
				<p>
					ServiceWorks Team</p>
				<p>
					https://service.works</p>
				<p>
					636-220-4363</p>
				
			</td>
		</tr>
	</tbody>
</table>
<p>
	 </p>

Invoice Template

Here is the actual Invoice template. You can add remove elements to make it your own. One thing to remember for the Revenue items. There are three elements that you can use

{ProductItems}: This will only show the Products and not the Items

{ServiceItems}: This will show the Service Items and if yo have selected itemized invoice then it will show items grouped by Products.

{RollupInvoice}: You have to select Roll Up Invoice for this to take effect. If you want to show only the roll up prices on the product level and not display the item level price then chose this option.

{ExplanationServices}: This will be the notes you add in the Explanation of Service field in the job from the web or the app. This is NOT the trip note. Trip notes are for internal use only.

{IssueDescription}: This will show the Job description you added in the job page.

{Note}: This is the Job note , not Customer note or Trip Note.

Delivery Settings

This section will help you configure your dispatch or delivery settings.

En-Route Action

Click on the Robo Calls action to activate robo calls while your tech is en route. This is global setting to turn robo call on or off and it supersedes all other settings.

Disclaimer

You can setup multiple before and after job disclaimers in here for which you need to collect signature from your client. You can choose which disclaimers you want to associate to a job at the time of job update. But by default, the default disclaimer will always show up to get final approval eSignature.

Taxes

If your organization uses different tax rates for different location, then this is the place to set it up.

Price List

This is the one place stop for setting up the pricelist of all the service you offer. We can upload your pricelist, if you send your pricelist in an excel format with the following columns.

  1. Industry
  2. Service Category
  3. Service name
  4. Service Description
  5. Cost
  6. Price
  7. UOM (Unit of Measurement)

You can also enter you service items manually through the user interface.

This price list also is the place for storing flat rate labor. All these items when taxed will apply Service/Labor tax on it.

Notification

We support sending notifications at various events to techs and customers throughout the workflow of the work order process. We send email, SMS and ROBO call. All of this can be configured to turn on or off.

Templates

We have the following templates

  1. Job Created: when a job is created a notification will be sent to the customer
  2. Job Edited: When a job is edited for assigning techs or any other update, notification will be sent.
  3. Tech Job Completed: When the job is completed notifications will be sent to the customer with the invoice attached.
  4. Professional Notification: Every time a technician is assigned to a job, they will receive notifications
  5. Professional Reassign: If a job is reassigned to another tech then the old tech will get the notification that the job has been assigned to someone else.
  6. Ticket Reschedule: If the job is rescheduled then this notification will be sent to the customer with the reschedule information.
  7. Appointment Reminder: Reminder of the job will be sent to the customers prior to the job date
  8. Approved or Rejected: If you are letting the techs self-assign jobs to themselves then you can approve or reject their request.

Dynamic Elements

You can use the default template or modify and update the template. Here are the dynamin links that will replace them with actual values.

  • {PAYMENTLINK} – For Customer Payment Link
  • {CXEMAILADDRESS} – For Customer Email Address
  • {CXFIRSTNAME} For Customer First Name
  • {COMPANYNAME} For Company Name
  • {TICKET#} For Ticket Number
  • {JOBDESCRIPTION} For Job Description
  • {BRAND} For Brand Name
  • {PRODUCT} For Product Name
  • {TECHJOBTITLE} For Technician First Name
  • {COMPANYLOGO} For Company Logo
  • {COMPANYLOCALPHONE} For Company Contact Number
  • {COMPNAYWEBADDRESS} For Company Website
  • {COMPANYLOGOROUND} For Company’s Round Shape Logo
  • {DAYOFTHEWEEK} For Ticket Assignment Weekday Name. e.g. Sunday, Monday etc.
  • {MONTH} For Ticket Assignment Month Name
  • {DAY} For Ticket Assignment Day of Month
  • {TIMEFRAME} For Ticket Assignment Time Value. e.g. Time range value, Specific time value, AM / PM time range etc.
  • {TECHLASTNAMETITLE} For Technician’s Last Name First Character
  • {CUSTOMERADDRESS} For Customer Full Address with City, State, Zip
  • {ARRIVALMINUTES} For ETA to reach Customer Place
  • {TECHPROGRESS} URL with encoded Ticket ID to view Technician Progress
  • {TECHLOCATION} URL with encoded Ticket ID to view Technician Progress
  • {TECHFULLNAME} For Technician Full Name with First Name and Last Name
  • {TECHCONTACTNUMBER} For Technician Phone Number
  • {TECHZONE} For Technician Working Zone
  • {TECHNICIANPHOTO} For Technician Photo
  • {RECEIPT} For Receipt URL
  • {RATETECH} For Receipt URL
  • {ARRIVALTIME} For Technician’s Reached Time to Customer
  • {DEPARTURETIME} For Technician’s Leaving Time from Customer
  • {ASSIGNDATE} For Ticket Assign Date
  • {ASSIGNTIME} For Ticket Assign Time
  • {TECHFIRSTNAME} For Technician First Name
  • {TECHLASTNAME} For Technician Last Name
  • {TECHFIRSTNAMEINITIAL} For Technician First Name Initial Only
  • {TECHLASTNAMEINITIAL} For Technician Last Name Initial Only

Personalize email

Be default all the notifications will use SW relay to send emails, but here you can configure your system to use your mail settings.

Admin

Everything under this section will be visible to only Admin and no one else.

Company Users

You can create your employee, workers, technicians in here. You can create three type of users in here

  1. User: Who can access web and mobile app
  2. Team: This is a virtual group of multiple users. You can also create an empty team with no users, but then the team won’t be able to login to web or mobile app. You must assign a Supervisor for a team. Team doesn’t have any permissions, but people in a team will have permissions. So when they login to the system those permissions will take effect.
  3. Third Party: If you work with third party contractors or vendors , this is the place where you create them. Each vendor will get only 1 login which they can use to login to the system. Third Party will have the Role of “Professional” assigned automatically.

Team

Third Party User

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