ProductChannel: 2020 R1 Release

2020 Release 1 (“R1”) of ServiceChannel is planned for release in February. The new capabilities are listed below and you can find additional details through the link at the end of the listing.

If you have ideas for enhancements that will help you move faster, work smarter and keep customers happier, please share them with us!

Summary:

Updates for ServiceChannel Essentials

• NEW: Map view of work orders

• NEW: Improved asset list UI

• Additional work order list enhancements

• Link existing work orders

• Set number of days interval for Planned Maintenance

• Redesign of “Other” dropdown in invoice creation screen

• Edit PO field after work order has been invoiced

• New user role of “Wiki Editor”

• Czech & Polish language support

• Changes to password usage across Fixxbook and Service Automation

Updates for Additional Modules (ServiceChannel Select, ServiceChannel Enterprise)

• NEW: Weather overlay for Maps

• NEW: ServiceChannel Projects (Limited Availability)

• ServiceChannel Site Access: Expanded check-in protocol options

• ServiceChannel Refrigerant Tracking Manager: Multiple enhancements

• Add Users’ name to bulk upload template on work order assignment page
  
  

Updates for ServiceChannel Essentials

NEW: Map view of work orders

Introducing a brand new way to view Work Orders! The new Map view within Work Order Manager helps ensure you don’t miss anything that needs your attention. It shows you a birds-eye view of work orders across locations and enables you to drill down into specific areas or hot spots.

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NEW: Improved asset list UI

The asset list has been enhanced to use the updated standard list format that is used in other areas of ServiceChannel. Improvements in the new format include more flexible sorting and filtering, including the ability to filter on attributes of refrigerated assets. 

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Additional work order list enhancements

As part of our ongoing efforts to capture feedback from you, the user, we have made a number of enhancements to the Work Order list view. Below are just some of the updates:

• Load multiple filters once before hitting the new “Apply Filter” button. This will allow you load the results of a report only when you are ready to apply those filters!

• By moving pagination to the top of the screen, users no longer need to scroll to the bottom of the list in order to jump to the next page.

• ‘Sender’ of notes is displayed on the list view.

• Added new icon for WOs with an Emergency priority, making it easier to recognize those WOs

• Access to Map View, which works directly with the left-hand filter

• Email address and phone numbers in Location Notes are active links that initiate emails or phone calls

• Select multiple files at once when attaching them to work order notes

Link existing work orders

You now have the ability to link WOs retroactively via the Work Order list view. Previously, you were only able to link multiple WOs by creating a ‘Linked Service Request’ at the time of work order creation. You can now link multiple existing WOs without having to create a new linked service request.

Set number of days interval for Planned Maintenance

Available planned maintenance frequencies will now include the option for a set number of days. This will increase the flexibility of planned maintenance scheduling, to better align schedules to precise needs and save costs on un-necessary maintenance.

Redesign of “Other” dropdown in invoice creation screen

When entering an invoice, vendors can select multiple items from the “Other” dropdown. Summary pages, Templates, Reports & APIs are updated to support the change. Clients looking to require “Other” charges can do so for specific Trades and Categories via Admin configuration. Use of this enhancement allows clients to better capture other charges and break them out as needed, such as specifying trip charges (parts run, warehouse trip, etc.) 

New user role of “Wiki Editor”

With the new user role ‘Wiki Editors’, non-admin users can be designated this new role that allows them to edit the Location Wiki. Previously only admin users had access to this permission.

Czech & Polish language support

ServiceChannel expands its support of languages with Czech and Polish. Customers and providers in the Czech Republic and Poland can use their native languages on both the web and mobile applications.

Edit PO field after Work Order has been invoiced

ServiceChannel now optionally permits users to edit the PO Field after a Work Order has been Completed/Invoiced. Previously users were restricted from editing the PO Field further, once the Work Order reached a Completed Confirmed status.

Please reach out to you ServiceChannel representative in order to have this capability enabled.

Changes to password usage across Fixxbook and Service Automation

Starting in late February, passwords will be unified across Fixxbook and Service Automation. Your password for Service Automation will be the one you use to access Fixxbook as well. Passwords will also be case-sensitive.

Updates for ServiceChannel Select, Enterprise and Additional Modules

NEW: Weather Overlay for Maps

The new Weather Overlay for the Map View helps you prepare for unpredictable weather events in a timely manner, so you can protect facility and brand uptime.  It displays forecasted weather events - such as precipitation, snowstorms, hurricanes – directly on the map. The

overlay is activated simply by togging a setting in the Map View. Planned future enhancements for Weather include tying to work orders to specific weather events to simplify tracking and weather-initiated work orders.

NEW: ServiceChannel Projects (Limited Availability)

ServiceChannel Projects is a new module that helps you scope, create, and manage complex work plans in a snap. It enables you to associate multiple work orders with a single project, no matter how many GL codes, trades, assets and providers it spans. Within this new module, you can create budgets associated with projects, or have certain approvers review any unbudgeted projects before the project start.

ServiceChannel Projects is in Limited Availability. Please contact your ServiceChannel representative if you’re interested in the module.

Site Access: Expanded Check-In Protocol Options

ServiceChannel Site Access streamlines the on-site interactions between technicians and your location staff. It enables you to define workflows to ensure locations are accessed only by authorized technicians, enforce check-in policies based on geo-location and timing, and minimize distractions for location staff to keep them focused on the customer. The expanded check-in protocol options in this release allow you to tailor interactions according to your precise needs. You can now establish rules to turn off IVR, require technician accounts and establish acceptable conditions. You may also choose to enable badge scanning as an additional validation point for check-in. Badge scanning can be required for check-in or used ad-hoc to empower location staff to confirm access.

Refrigerant Tracking Manager: Multiple Enhancements

ServiceChannel Refrigerant Tracking Manager simplifies compliance with EPA Section 608 requirements around leak record keeping and tracking. This release includes a number of new features to simplify compliance and enable more effective refrigerant management to reduce leaks.

• Automated leak inspection work order generation

• Supporting automatic leak detectors

• New, dedicated refrigerant use reporting separate from inventory reporting

• Enhance retrofit and retirement planning

• California Air Resource Board Reporting

Add Users’ name to bulk upload template on work order assignment page

ServiceChannel Field Tech Manager users can now include a new column called Last Name, Fist Name in reports and templates for the Work Order Assignment page. Now that you have field technicians’ names within the Excel files, you can quickly understand who is responsible for what.