2022 Update 2 for Providers
Provider Updates and New Features Coming in May
ServiceChannel is pleased to bring you updates slated for release in late May to providers in the USA. Here is a summary of the new features impacting providers:
Faster, Easier Assigning of Resolution and Root Cause Codes
Entering the right codes at the close of a work order to identify the cause of the problem and how you solved it helps you and your customers spot patterns and predict and prevent problems before they happen. Now your techs won’t need to search through a long list of sometimes confusing codes.
With this update, the keyword search will use advanced fuzzy-matching to compare your search term with an expanded list of synonyms and alternative spellings, to present you with a shorter, more relevant list of codes to choose from.
If your work order contains an asset, you’ll see a filtered set of codes that apply just to that type of asset, making it faster and easier to find the right code.
When you are ready to check out of a work order, click “Stop” and you’ll see a short list of asset categories from which you can drill down to resolution codes specific to the asset included in the work order. You can scroll or enter a keyword to further refine the list of codes. Choose the appropriate resolution code(s) and then follow the same process for root cause codes.
Select the Resolution code (up to 3) that describes the work you completed on the work order.
Follow the same process to choose a root cause code.
TAKE ACTION: Show your technicians how to use this new time-saving feature and make sure they always add the root cause and resolution codes when a work order is completed.
Help Your Customers Manage Their Assets
Accurate, updated information about the asset you’re servicing helps you do great work and helps your customers reduce costs and prevent downtime. Now, when your customer wants your help in managing their assets and turns on this new feature, your technicians will be able to:
Update attributes of assets included in the work order such as make, model and serial number.
Add an asset to a work order, for example when a new asset is purchased and put in to replace an outdated one. You can search for the asset by type or scan a tag.
Remove an asset from a work order when it doesn't need servicing, for example, if the issue was an electrical problem instead of a faulty appliance.
You’ll also be able to view work order details from the last 5 work orders so you can make sound recommendations based on history.
Update the Attributes of an Asset:
Search for the asset by scanning the asset tag or entering a keyword for the asset.
When there is an asset associated with the work order and your customer has given you permission, you can go to the asset details page and update essential asset data like make, model, serial number, and more. You’ll also be able to view work order details from the last 5 work orders so you will be able to make sound recommendations based on history.
Add an Existing Asset to the Work Order
When an asset you’re working on is not listed in the work order, you can search for it in the asset database and associate the existing asset with your work order by clicking the Add Asset link.
Create a New Asset and Add to the Work Order
If the asset is not in the asset database, you may create a new asset from scratch and associate it with the work order.
Remove an Asset from a Work Order
When an asset on a work order doesn't need servicing, (for example, if the issue was an electrical problem instead of a faulty appliance) or if it is not the correct asset, you can remove it from the work order. This signals the customer that the asset was not faulty and did not require repairs.
To remove an asset from a work order, go to the Asset Record and click on the Remove Asset From Work Order link at the bottom.
Note: Any asset with a part use record associated with that work order cannot be removed from the work order.
TAKE ACTION: If a customer turns on these features and asks you to help manage their assets, train your technicians on these new capabilities.
Note: If your customer gives you permission to add/update/create assets, you can integrate the asset data using our open APIs. For more information go to developer.servicechannel.com
For Refrigerant and HVAC Trades: Add Refrigerant Certification Level
Some customers are now requiring information on the level of certification you have in the Refrigerant trade. When you add this information to your profile, it increases your chance of winning business from customers who require your special skills, and reduces time wasted on jobs you can't tackle.
If your work involves refrigerants, your customers may ask you to add the certification level to the Refrigerant Certification details in your profile.
TAKE ACTION: If your customers request it, go to your Profile and add your Refrigerant Certification Level in the Trade Certification section.
Update on ServiceChannel Mobile App: Support Discontinued for Older iOS and Android Versions
Starting in late summer, we will no longer issue bug fixes or enhancements to the ServiceChannel mobile app for Apple devices using iOS versions lower than 14.0 or devices using Android OS versions lower than 9.0.
TAKE ACTION: If you or any of your technicians use an Apple device with an operating system older than iOS 14.0 or an Android device with an operating system lower than 9.0, make sure these devices are updated as soon as possible with the latest operating system supported by the device.
Note that Apple devices prior to the iPhone 6S (iPhones more than 7 years old) and some Android devices cannot be updated with the required OS versions. To receive ongoing ServiceChannel mobile updates, including bug fixes, security updates and other enhancements, these older devices need to be replaced with newer models.
Helpful links if you’re not sure of your software version:
· For iPhones
· For Android devices
Apple Support
Find the software version on your iPhone, iPad, or iPod
You can find the version of iOS, iPadOS, or iPod software installed on your iPhone, iPad, or iPod with your device or by using your computer.
Check & update your Android version - Android Help
You can find your device's Android version number, security update level, and Google Play system level in your Settings app. You'll get notifications when updates are available for you. You can also