Field Service Guide - Resco Mobile CRM
Field Service Guide

Resco Field Service Guide

1. Using Scheduler

Scheduler is a part of the Resco Mobile CRM and it is available for organization connected with Resco CRM or Salesforce. It helps the Schedule Manager manage the people working in the field during the day/week, it oversees the free resources and helps to manage their work out of office.

Scheduler provides a graphical overview of task scheduling for each resource, history of the performed tasks, the ability to set only resources from the selected regions or only with the required skills, the ability to set optimization of existing tasks by automation and many other features.

Scheduler is optimized for desktop application (W7, W10) as well as mobile devices (iOS, Android, W10) with bigger screen (tablets).

Scheduler should be included into a project that has set up a role to Scheduler or Schedule Manager in the Woodford tool.

2. Field Service Entities

Employee Timecard – operating hours and office location

Territory – region in which a field service can operate

Skill – type of work that the resource can perform

Incident – case that needs to be resolved

Incident template – template for frequent incidents or recurrent services

Resource – technician who can perform field service work

Time-Off – resource vacations/absences

WorkOrder – (later as “Source”) entity that tracks the work to be performed for a customer

WorkOrder Schedule – (later as “Task”) reserve time for individual part of the WorkOrder work

Parts and Van Stock – representation of a list of items necessary to complete WorkOrders (not implemented yet)

3. Scheduling View

Scheduler offers views of several time ranges:

  • Day View – The screen shows 24 hours for selected day
  • 2 Days view – The screen shows two days in the season
  • 3 Days view – the screen shows three days in the season
  • Week view – the screen shows whole week. In the filter dialog, it’s possible to show or hide weekend.
  • 2 Weeks view – the screen shows two weeks. In the filter dialog, it’s possible to show or hide weekends.
  • 4 weeks – the screen shows four weeks. In the filter dialog, it’s possible to show or hide weekends
  • 6 weeks – the screen shows six weeks. In the filter dialog, it’s possible to show or hide weekends
  • Month overview –a statistical overview where there is a payload of individual resources displayed in the individual months.

Selected time range can be changed by clicking on arrows or calendar control, located in the right upper corner (eventually by left/right swipe on touch devices). TODAY button in the middle of the arrows can quickly navigate to the actual date.

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3.1. Day View

Screen is divided into columns where each of them represents an hour. Dispatcher can use filter dialog to display only required range of hours (usually working hours)

Under the Day view, we can switch to 2 or 3-day view. Those views are available in the view selection list.

3.2. Week View

The screen is divided into columns where each of them represent one day. Dispatcher can use filter dialog to display only the work week (without weekends).

Two-week view is available in the list of all views. A description of the view is the same as by one-week view with an option to show/hide weekends.

3.3. Month Overview

Screen contains payload statistic of each resource by the months per year. Each month contains boxes for each resource where there is a displayed percentage of completed tasks (yellow) and a percentage of scheduled tasks (green). Size of box represents total working time in an actual month.

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3.4. KPI Monitor

It shows key performance indicators for all tasks displayed in the current view.

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Total scheduled time indicator – shows total time duration of all tasks displayed in the view.

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Average travel time indicator – shows average travel time calculated for tasks displayed in the view.

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Completed/all tasks indicator – shows completed task count in relation to scheduled task count that are displayed in the view.

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Rule violations indicator – shows the number of displayed tasks that violate at least one schedule rule.

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Jeopardy indicator – shows the number of unscheduled tasks that are in jeopardy (due date for when the task must be scheduled, is approaching)

4. WorkOrder Schedule Colors

4_1 – Task is not scheduled yet

4_2 – Task is scheduled and is waiting for handling

4_3 – Resource is traveling to the place where the task should be executed

4_4 – Resource arrived, work on the task started or the resource is on break

4_5 – Task has been completed

4_6 – Task has been cancelled

4_7 – Resource Time-Off (Resource is out-of-office and can’t be used for planning)

5. Data Filtering

There are several ways for the dispatcher to filter displayed data. One of it is through the Settings window that opens when you click the Settings button. The window contains six tabs with different types of settings.

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5.1. Hide/Show Weekends, Completed and Canceled WorkOrder Schedules

Time interval defining “working hours” can be modified by the range control. This setting affects starting and ending hours displayed in the view. Dispatcher can use mouse or touchscreen to move start hour/end hour to the desired position.

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The first tab has two check boxes.

  • Show completed or canceled tasks: Check if you want to display completed and canceled tasks in the scheduler view.
  • Show weekends and holidays: Check if you want to display weekends in your current view.

You can configure precision (in minutes) for various tasks:

  • Rounded Minutes – determines number of minutes to which will be auto-scheduled task time rounded, as well as the minutes accuracy that can be set by task edit dialog.
  • Move step – determines step of the allowed manual move.

Click Save & Close to apply changes.

5.2 Manual move

Manual move tab provides options to customize manual and auto-schedule behavior. It lets user decide also what to auto-schedule and whether to set the Incomplete (past) tasks as Canceled before the start of optimization.

User has three options of behavior after manual Drag & Drop of the task on the timetable:

  • Manually select time slot and Resource – task will be scheduled at exact time and under the resource where it is dropped.
  • Optimize time slots for selected Resource – task will be scheduled under the resource where it is dropped, but an optimal start time will be chosen automatically.
  • Optimize time slots and used Resource – task will be scheduled under the best suitable resource and at optimal start time automatically, when it is dropped (position doesn’t matter).

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Under Auto-schedule settings user can decide whether:

  • Auto-schedule new WorkOrders – new WorkOrder Schedule (task) will be created from each WorkOrder (source) loaded in the list for source entity and then will be automatically scheduled.
  • Auto-schedule conflicted WorkOrders – all editable WorkOrder Schedules that violate at least one rule will be rescheduled.
  • Auto-schedule all ready WorkOrders – all editable WorkOrder Schedules will be rescheduled
  • Use Google.Maps to calculate travel times – google API key requests will be used to calculate actual travel times before WorkOrder Schedules will be scheduled to minimize total travel time.

5.3 Views

Views tab allows to set which entity view defined in Woodford will be used for task, source and resource record drawn in the Scheduler.

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5.4 Rules

Rules tab contains settings for Auto-schedule rules. User can set a minimal time gap between current time and the first scheduled task, as well as a minimal time gap between the auto-scheduled tasks.

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5.5 Filter by Skills/Territories

The Skills and Territories tabs allow you to filter data: either by the specific skills that are needed for some WorkOrder Schedules, or by the territories where a WorkOrder Schedule should be performed. Lists on both tabs support multi-selection; you can select one or more options. If you need to select all options, there’s the first option in the both lists to select All. Changes will be applied by clicking the close button.

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5.6. Filter by Sources/Resources

On the main screen above the list of resources, there is a search bar located which can be used to filter resources or sources by name or by a letter. Whether you filter resources or sources, you can recognize by the text displayed in the search field. In the case you want to change the filter, click on the magnifying glass icon and choose Search for Source or Search for Resource.

Let’s presume that Filter by Resources is chosen. To filter resources, click on the search bar and write required term and press Enter. You can also do it another way: Type in the required term, click on the magnifying glass and choose what you want to filter by.

If you want to disable this filter you need to remove all expressions from search input. Immediately when the search input is empty, screen will be reloaded.

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6. WorkOrder Schedule Editing/Scheduling

6.1. Drag & Drop

It is possible to edit WorkOrder Schedule directly on the grid view after selecting a specific task and then moving it to a new position. During the dragging process some rows are dimmed to help the dispatcher to recognize which resource has/doesn’t have the required skills to process the task.

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6.2. Edit/Schedule by Edit Dialog

Double-click a task to open an edit dialog. It contains several tabs where dispatcher can view or modify certain fields.

Editing is allowed only when the status of the task is set to “Planned”. If you need to edit another information of the selected task entity, you can do so through the MCRM Form (6.3.).

In the dialog there are three or four tabs: Info, Resource, Route and Violations (Violations tab shows rule violations’ details and is visible only when task violates one or more rules).

When any change has been made, [Save] button becomes active. Click it to apply changes.

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(example of the task edit dialog with selected info tab)

Info tab provides basic information about task: name, status, progress, start and end date/time.

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(Edit dialog display example of the start date change)

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(Edit dialog display example of the start time change)

6.3. Edit/Schedule by Form

User can also use “Open Form” button to modify WorkOrder Schedule through MCRM Form. By using this way, he can also create an invoice, cancel it or do many other things. There are options that are available in the edit dialog also, but Form provides other WorkOrder Schedule options that are not displayed in the Scheduler.

7. WorkOrder schedule auto-scheduling

Second button on the upper left side of the Scheduler main screen is [RUN AUTO-SCHEDULE], that starts automatic optimization process for all tasks currently loaded in the view.

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7.1. Optimize schedules per Resource

Helps dispatcher to find optimal start time for all tasks assigned under individual resource. This is performed for all loaded resources while resource to which each task is assigned is not changed.

7.2. Optimized Route (per day)

Helps dispatcher to minimize travel time that is necessary to visit all tasks within current day. Visit order and start time can be changed, while resource to which each task is assigned is not changed.

7.3. Complete optimization

Helps dispatcher to find optimal start time for all tasks shown in the view, over all suitable resources. This is performed for all loaded resources while resource to which each task is assigned can be changed.

Result of automatic optimization should be the decrease of the final service time as well as decrease of gaps between tasks. After each optimization process application shows summarized report in which the dispatcher can easily identify if the process has been helpful or not. In case that optimization did not satisfy requirements, dispatcher can discard all changes.

8. Popup menu

Task popup menu is opened after a 1 second long press on an editable task and contains following actions:

  • Rebook Task – Allows automatically change the task start time to the earliest possible time within defined time window.
  • Substitute Resource – Allows reassign task to another resource, while keep the task start time, or if set, finds the earliest possible time, or finds the earliest possible time within the same day or month.
  • Optimize Resource – Helps dispatcher to find optimal start time for all tasks assigned under the resource to which is the current task assigned.
  • Set As Completed – Changes the task status to completed. (This action is present only if the “Completed” action is chosen for at least one WorkOrder Schedule status field value in Woodford.)
  • Set As Canceled – Changes the task status to canceled. (This action is present only if the “Canceled” action is chosen for at least one WorkOrder Schedule status field value in Woodford.)

Resource popup menu is opened after a 1 second long press on a resource row in the grid view and contains action:

  • Optimize Resource – Helps dispatcher to find optimal start time for all tasks assigned under the resource.

9. Violations

Violation is pointed out when Scheduler detects that a WorkOrder Schedule (task) violates some rule. Rules that are checked:

Resource Availability – task must have a gap of at least [travel to] minutes from the previous location and [travel from] minutes to the next location.

(Resource should have enough time to travel to and travel from the place where the WorkOrder Schedule is located.)

Working Hours – task is scheduled outside of the resource’s working hours.

(WorkOrder Schedule should be scheduled within working hours. Outside of the weekends if weekends are not working.)

Start – Start should be Later or Equal to that of the Window Start.

(WorkOrder Schedule should start after the Window Start.)

End – End should be Before or Equal to that of the Window End.

(WorkOrder Schedule should end before the Window End.)

Resource Time-Off Overlap – task overlaps with scheduled time-off

(WorkOrder Schedule should not be scheduled during the time when resource have scheduled time off.)

Coinciding Schedules – task overlaps with the following tasks: [name1], [name2], …, [nameN]

(WorkOrder Schedule should not be scheduled during the time when another WorkOrder Schedule is scheduled.)

In case there is one or more conflicts with above rules, violation icon is displayed in the bottom left corner of the task. Explanation of the problem can be found under violation tab, in the taskedit dialog.

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(Task with violation alert)

10. Default project

When a new organization is created, two users are created automatically.

Schedule Manager with email address schedule.manager@domain
(e.g. schedule.manager@resco.net if administrator that created organization used e.g. admin@resco.net email address)
Password for Schedule Manager user is the same that was used during the creation of the organization (for the administrator account). When you log in with these or with administrator credentials you will be able to use default project designed for Schedule Manager role.

Roland Dahl with email address technician@domain
(e.g. technician@resco.net if administrator that created organization used e.g. admin@resco.net email address) is another created user.
Password for Roland Dahl user is the same like for Schedule Manager user. When you log in with these credentials you will be able to use the default project designed for the Service Technician role.

11. Route Viewer

Route Viewer is a read only map view where technician can see a location and route to individual WorkOrder Schedules scheduled today or in another day.

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Route Viewer item should be included into the project that has a role set up to Service Technician in the Woodford tool.

12. Scheduler customization in Woodford

For the advanced users that have access to Woodford customization tool, there’s also an option to customize Scheduler for each app project under Scheduler menu option.

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The whole customization is divided into multiple tabs:

  • Activity
  • Activity Types
  • Activity Views
  • Source Views
  • Resource Views
  • Time-offs and Holidays

12.1. Activity

Activity tab provides two main things: It allows user to determine used entities and respective fields (i.e. Activity (task) entity, Scheduled Start field) and it allows user to set OnCreate rule, that is executed when new activity (task) entity is created based on the source entity (when source entity item is drag&dropped from the list for source entities in the Scheduler)

12.2 Activity Types

Activity Types tab provides user with an option to customize Actions (task behavior) and respective Colors for individual Activity entity states given by Status Field. (see more in Chapter 4. Workorder schedule colors)

12.3 Time Offs and Holidays

Time Offs tab allows user to enable or disable the Time-Off and Holiday items while also being able to set their entities, fields or colors.

12.4 Activity Views

Activity Views tab allows user to select from the public views to determine which ones should be used as activity views while also providing an option to determine which one of them will be the Initial one.

12.5 Source Views

This tab is similar to the previous one with the difference of choosing the Source view.

12.6 Resource Views

This tab is similar to the previous one with the difference of choosing the Resource view.

13. Custom Task view

A WorkOrder Schedule view example in Woodford view designer.

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WorkOrder Schedule drawn in Scheduler where the same view designed in Woodford is applied on tasks.

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