ServiceWorks Academy

June 10, 2026 Product Release Document

  • ServiceWorks

    • Table of Contents

    1. Part Prediction…………………………………………………………………….. 1

    2. Pretty Job Summary…………………………………………………………….. 2

    3. AI Call Transcription…………………………………………………………….. 4

    4. Parts information in the Job Side Panel………………………………….. 6

    5.Warranty Markup…………………………………………………………………. 7

    6. Customer Portal Credentials from dispatches……………………….. 12

    7. Get cancelled job from ServicePower & ServiceBench……………. 14

    8. Tech Zone block…………………………………………………………………. 14

    9. Tax exempt option in Claim Processor………………………………….. 15

    10. ServicePower Technician Availability Time Range Mapping….. 17

    11. Email Interception……………………………………………………………. 20

     

    1. Part Prediction

    The new AI-based Part Prediction feature intelligently analyzes the appliance Brand, Model Number, and Job Description to suggest the most commonly used parts required for issue resolution. The “Most Used Parts” section in the Product area displays AI-predicted parts based on similar appliance issues, helping technicians and triage teams quickly identify the most relevant components for repair and improve overall service efficiency.

     If the predicted part is already available in the technician’s inventory, the system will automatically associate the part with the job. If the part is not available, the Product/Part Selection popup window will open automatically, allowing users to select the required part manually.

    2. Pretty Job Summary

    A new AI-powered Job Log Summary feature has been introduced to provide users with a complete and easy-to-read overview of service job activities. Instead of reviewing individual logs one by one, users can now generate a summarized view of the entire job history, technician activities, customer complaints, diagnosis details, and parts information in a single section.

    Service Works now sends ticket log information to the AI API, which dynamically generates a structured and readable job summary in real time.

    The generated summary may include:

    This helps users quickly review complete job information without opening each individual log entry separately.

    The AI-generated Pretty Job Summary organizes technical and customer-related information into a cleaner and more understandable format for dispatchers, technicians, and support teams.

    3. AI Call Transcription

    Enable Transcript

    For AI Call Transcript to work you require to select Enable Transcript under Integration > Apps > ServiceWorks > Personalized Notification.

    We have introduced the new AI Call Transcript feature for VOIP calls, enabling users to view AI-generated call transcriptions and summaries directly from the Switch screen after call completion. When call transcription is enabled, the system automatically generates a transcript for recorded VOIP calls after the call is completed.

    Call transcripts are displayed only for calls that contain call recordings. Transcripts are supported for both Inbound calls and Outbound calls.

    Each transcription now includes an AI-generated Call Summary, providing a quick overview of the conversation without reviewing the entire transcript.

    Users can access the transcript by clicking the Transcript button from the Switch screen.

    The transcription opens in a separate tab for easier viewing and reference.

    Transcripts are formatted for better readability and structured conversation flow. Long transcripts are fully scrollable for seamless navigation.

    Transcripts remain linked to the correct call record even after page refresh. Users can revisit previously generated transcriptions anytime from the associated call entry.

    4. Parts information in the Job Side Panel

    We introduced the new Parts Information enhancement in the Job Side Panel, designed to provide technicians and dispatchers with a clearer and more detailed view of part availability and installation status directly from the Schedule Board and Create Job page side panel.

    Truck Status Icons

    Previously, the truck icon was displayed on a job basis. With this enhancement, the truck status is now displayed individually for each associated part based on its current status.

    The following truck icons are now available:

    1. Yellow Truck Icon – Indicates the part has quality-related issues.
    2. Red Truck Icon – Indicates the part is not available in the technician’s truck or has not been picked yet.
    3. Green Truck Icon – Indicates the part is available in the technician’s truck and has already been picked.
    4. Green Truck Icon with Tick Mark – Indicates the part has been installed successfully.
    5. Blank Truck Icon – Indicates the job has associated parts, but no technician has been assigned yet.

    View More Parts

    1. Up to 10 parts are displayed initially.
    2. If a job contains more than 10 parts, a “More Parts” link will appear.
    3. Clicking the link redirects users to the corresponding Job Details page, where all associated parts can be viewed.

    When a job contains multiple products:

    1. The first product name is displayed.
    2. Additional products are shown as a link such as “+2 Products”.
    3. Clicking the link redirects users to the Job Product section for complete product details.

    Additionally, while creating a new job, users can view existing jobs on the board and open the same enhanced side panel by selecting a specific job.

    This feature provides better visibility into part readiness, technician inventory status, and installed parts, helping improve dispatch coordination and job tracking efficiency.

    5.Warranty Markup

    We are introducing a new Warranty Markup enhancement that allows warranty-specific markup calculation for parts based on the selected Manufacturer or Claim Processor/TPA configuration.

    This enhancement ensures warranty claim pricing is calculated accurately before claim submission and provides greater flexibility in warranty pricing management.

     

    Warranty-Specific Markup Configuration

    Warranty markups can now be configured from two different levels:

    1. From Manufacturer Page
    2. From Claim Processor Setup Page
    3. Warranty Markup setup from Manufacturer page: Navigate to Configuration > Inventory Settings > Manufacturer

    In the Manufacturer window there is a checkbox named Apply Warranty Markup.

    After entering Manufacturer Name, Abbreviation and OEM Number if any.

    Part Submission to Warranty: It gets automatically changed to price. Warranty markup calculation will apply only if  Part Submission to Warranty option is set to price. If “Cost” will be selected then the “Save” button will be disabled.

    If you select Apply Warranty Markup then four new fields will pop up as shown below:

    The info icon has been added, and when you click on each, the respective info will open in a pop-up window, as shown below.

    Similar to the Warranty Markup setup available on the Manufacturer Setup page, the same configuration can also be done from the Claim Processor Setup screen. To enable this functionality, select the “Apply Warranty Markup” option as shown in the image below.

    When you enable Warranty Markup from the Manufacturer Setup page or the Claim Processor Setup page, you need to enter values in the following four new sections as discussed below:

    1. Standard Rate % :  Enter the percentage to apply when the item cost is less than or equal to the Standard Rate Up To amount.

    2. Standard Parts Rate Upto: Enter the highest item cost that should use the Standard rate If the item cost is more than this amount, the system will then use the Then Use This Rate instead.

    3. Then Use This rate % : Enter a percentage to apply when the item cost exceeds the “Standard Parts Rate Up To” amount.

    4. Parts Markup Cap: Enter the maximum total price that can be charged for a warranty part after markup is applied.

    If the calculated marked-up price is higher than this amount, the system will use this cap amount instead.

    Markup Calculation Examples

    Standard Rate (%)Up To AmountThen Use (%)Markup CapItem CostApplied Markup CalculationCalculated MarkupCap CheckFinal Applied MarkupFinal Part Price
    10%5005%5020010% of 2002020 < 5020220
    10%5005%5015005% of 15007575 > 50501550

    Markup Cap is a dollar value cap on the final part price, not on the markup percentage or markup amount. For example, if the markup calculation results in a final price of $238, but the Parts Markup Cap is set to $100, then the final part price must be capped at $100.

    Explanation

    Scenario 1: Item Cost = 200

    Final Part Price: 200 + 20 = 220

    Scenario 2: Item Cost = 1500

    Final Part Price: 1500 + 50 = 1550

    If you select “Cost” in the Part Submission to Claim dropdown, an error message will be displayed, as highlighted with a red outline in the image above.

    Error Messege

    “To use Warranty Markup, you must set “Part Submission to Warranty” to Price. Otherwise, leave Warranty Markup blank to allow flexible submission selection”.

    Warranty Markup Logic

    1. Manufacturer Warranty Markup : System checks if Manufacturer Warranty Markup is defined or not. If defined then it is the highest priority for warranty markup calculation. It even overrides Claim Processor / TPA Warranty Markup.
    2. Claim Processor / TPA Warranty Markup : If Manufacturer Warranty Markup is not defined, and Claim Processor/TPA Warranty Markup is defined then Claim Processor/TPA Warranty Markup is considered for warranty markup calculation.
    3. Default COD Markup :  If warranty markup is not defined in both Manufacturer and Claim Processor / TPA, then default COD Markup is considered for warranty markup calculation.

    This ensures existing workflows remain unaffected for users already using COD markup logic for warranty jobs.

    COD Markup

    If no Manufacturer Warranty Markup is configured, and no Claim Processor Warranty Markup is configured, then the system automatically falls back to the existing default COD markup configuration.

    6. Customer Portal Credentials from dispatches

    We are introducing a new enhancement for automatic Customer Portal Credential Generation for jobs received from external dispatch sources such as ServiceBench, ServicePower, and other supported dispatch integrations.

    This feature automatically generates portal login credentials when a new customer job is received from a dispatch source.

    When a new job is received from a dispatch source and a new customer record is created in the system:

    1. The customer’s Email ID will automatically be used as the Customer Portal Username
    2. The customer’s ZIP Code will automatically be used as the Customer Portal Password

    These credentials will be stored under the Customer Portal Settings section in the customer profile. The same behavior is also supported when jobs are accepted directly from the View All section. Credential generation occurs once the job is accepted and assigned for a new customer.

    If  a job is received from a dispatch source such as ServiceBench, ServicePower etc., and the customer does not already exist in the system, a valid Email ID is available then a new customer record is created and Customer Portal credentials are automatically generated.

    If a job for a new customer is initially declined, and another job is later received for the same customer, then Customer Portal credentials will be generated once the new job is accepted or assigned successfully.

    Key Benefits

    1. Automatic customer portal onboarding
    2. Reduced manual credential setup
    3. Consistent credential generation workflow
    4. Support for both Auto Accept and manual acceptance
    5. Prevention of duplicate credential creation

    7. Get cancelled job from ServicePower & ServiceBench

    We are introducing an enhancement to improve synchronization of cancelled jobs received from external dispatch providers such as ServicePower and ServiceBench. This feature ensures that when a job is cancelled in the dispatch provider system, the cancellation information is properly reflected and logged in ServiceWorks.

    If a job is created in ServicePower or ServiceBench  and pulled into ServiceWorks, Later cancelled in the ServicePower or ServiceBench  then the cancellation status will now be synchronized correctly in ServiceWorks after the background sync process runs. If the job status in ServiceWorks is still in an active state such as Assigned or Scheduled then the job status in ServiceWorks will automatically be updated to Cancelled.

    A job log entry will be created indicating that the job was cancelled from the external dispatch provider like ServicePower or ServiceBench. If the job in ServiceWorks is already marked as completed then the job status in ServiceWorks will NOT be changed to Cancelled. However, a log entry will still be added indicating that the external dispatch provider marked the job as cancelled.

    8. Tech Zone block

    Blocked/Unavailable zones for the technician for a particular date will be displayed with a cross mark. Available zones will be displayed with a green tick.

    Employee Zone Block Integration with ServiceBench Availability. Previously, this functionality was implemented only for ServicePower.

    If a technician is blocked for a specific zone/date,

    Their availability will also be sent to ServiceBench. This ensures accurate technician capacity management across integrated platforms.

    Similar to ServicePower and ServiceBench, the system will now also send technician availability updates to NSA.

    This ensures consistent technician capacity synchronization across all supported external processors.

    9. Tax exempt option in Claim Processor

    A new Tax Exempt checkbox has been added at the Claim Processor level. This enhancement allows ServiceWorks to automatically control taxable status for Parts and Labor added to jobs created through integrated claim processors.

    Tax Exempt is now available in the Claim Processor setup for integrations such as:

    When the Tax Exempt option is enabled for a claim processor, any job received from that claim processor and created through automatic job creation, dispatch will automatically treat parts as non-taxable by default.

    If Claim Processor is tax exempt then while adding parts the taxable checkbox will remain unchecked by default. No automatic tax calculation will be applied.

    Users may manually check or uncheck the Taxable checkbox for individual parts  entries as needed.

    No changes have been made to the existing Customer Tax Exempt functionality available at the Customer or Job level.

    10. ServicePower Technician Availability Time Range Mapping

    Enhancements have been made to the ServicePower Technician Availability functionality to support mapping between ServiceWorks service time ranges and ServicePower time ranges for technician block availability synchronization.

    Users can map their internal ServiceWorks time ranges to any of these supported ServicePower time ranges in the Time Range Mapping window as shown below.

    When a technician is blocked for a specific date and a specific zone, the system will send the mapped ServicePower time range availability accordingly.

    As a result, blocked technician availability will be reflected properly within ServicePower Technician Exception as shown below.

    This enhancement improves technician availability synchronization accuracy between ServiceWorks and ServicePower. So from ServiceWorks user can send tech exceptions to ServicePower by blocking the tech from fourth board as discussed below.

    Tech Zone block

    In the fourth board from the 3 dots menu for a technician, select Tech Availability.

    Select the Zone to block and click “Save”, here in the above image, the selected Zone is CA-Inglewood.

    Blocked/Unavailable zones for the technician for a particular date will be displayed with a cross mark. Available zones will be displayed with a green tick.

    11. Email Interception

    Overview

    The Email Interception feature in ServiceWorks allows incoming claim or dispatch emails from third-party warranty providers such as DispatchMe, ORHP, and New Leaf to be automatically intercepted, processed, and converted into service jobs within ServiceWorks.

    What is the most important part of setting up the email interception and dispatch process for a customer?

    The most important part is assigning a dedicated email address to the customer. This email address acts as the central point where all incoming emails will be received or forwarded. Without assigning this email address, the interception and dispatch process cannot begin. The customer must either:

    Note: In most cases, the email body itself contains minimal useful information, while the actual job details are attached as a PDF document. However, this behavior differs across providers, as some providers like ORHP may send job information without PDF attachments.

    Claim Processor Setup

    The email interception claim processor is configured similarly to the existing claim processors, with the primary differentiation based on the processor name itself, such as Dispatch.Me, New Leaf, or ORHP. There are no separate properties to identify whether the processor is an email interception processor or any other processor like LG, NSA.

    For example, in the New Leaf setup, the sender’s email is configured so that New Leaf can send job emails directly to the ServiceWorks-generated receiver email. A copy functionality is also implemented for the receiver email, allowing users to copy the email address directly to their clipboard. Once configured, providers such as New Leaf send job information through emails.

    During configuration, the user is required to provide the processor name, part submission claim details, markup, sender’s email, and receiver’s email. Among these, the sender’s email and receiver’s email are the most critical fields. The receiver’s email is automatically generated by ServiceWorks and provided to the user, as this inbox is monitored to receive job-related emails from dispatch providers.

    1. Processor: Select the processor name

    If Auto Accept is turned off, the jobs received through email can be manually accepted or declined by the user.

    After setting up the claim processor for New Leaf will be similar to the following image. You can edit the claim processor from the three dot menu as well.

    Notification Panel: View Intercepted Emails

    After Email Interception, users can view pending intercepted emails by clicking on the Bell Notification icon, which opens the Notification Panel, as shown below. In the Ticket(s) section, you will find all tickets received from New Leaf, DispatchMe or ORHP.

    In the Ticket(s) section you will find all the emails coming from New Leaf (For example).

    If you click the down arrow the ticket will expand with the additional details like Service Order Number, Customer Name, Claim Processor Name.

    Refresh: If you click ‘Refresh’ link the data will be refreshed. The Refresh option can also be used to load any newly intercepted tickets into the Ticket(s) section.

    Date: It shows the date when the ticket is created from email interception.

    Delete Email: You can be able delete the email by clicking this button.You need to confirm before deleting the email.

    View PDF: For New Leaf you can view the PDF which is attached to the intercepted email.

    For DispatchMe and ORHP, PDF attachments are not available because these claim processors do not send PDFs with their emails.

    Ticket Processing

    The Windows Process Runs approximately at 30 minutes interval will create the ticket which can later be converted to job by clicking Save & Assign button.

    1. Refresh: By clicking ‘Refresh’ the new tickets if any will come in the ‘Ticket(s)’ section.

    2. View All: Users can access all intercepted emails from the Notification Panel by clicking the View All link, which redirects them to the *Downloaded Jobs page.

    Downloaded Jobs

    This page displays all pending and processed intercepted emails along with their current processing status, such as “Pending Processing.”

    From both the Notification Panel and the Downloaded Jobs page, users can directly access attached PDFs (For New Leaf Only) using the View PDF button without needing to navigate to another screen.

    If you click on the dispatch number or from three dots > Details, you can also view the PDF.

    For New Leaf you can view the PDF which is attached to the intercepted email from the Notification Panel also.

    The Status shows Process Pending.

    For ORHP or DispatchMe the format is different. They don’t have PDF, they have only email.

    When you click the Dispatch No. or the Details option from the three-dot menu, as shown in the above image, you will be redirected to a page containing named Email Interception Details where all the information from the email like email subject, claim processor name, process status (Yes/No) created date and full email body are displayed.

    When process completed then it will show the Ticket Details as shown below.

    From here you can also Decline or Assign the Ticket. If you assign then it will get converted to Job. If the ticket already has been accepted then there will be no Decline and Assign button.

    After converted to job, in the Downloaded Jobs page if you click on the Job No. It will open the Job page as shown below.

    Message in the Job Page “Came from ORHP Authorization Limit: $500.00”

    In the Edit JOB page there is a message (For ORHP) as shown in the picture below:

    “Came from ORHP Authorization Limit: $500.00.”

    Dispatch Link in the Job page below warranty toggle

    When you click on the Dispatch link, as shown in the image above, you will be redirected to the “ORHP Dispatch Ticket Detail” page. The same page will also open when you click the Dispatch link from the Downloaded Job page.

    Sample E- Mail from New Leaf

    Sample E- Mail from DispatchMe

    Sample E- Mail from ORHP

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