Field Service Guide - Resco Mobile CRM
Field Service Guide

Resco Field Service Guide


1. Using Planner Controller

Planner Controller 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.

Planner Controller 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.

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

Planner Controller 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 – 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 the 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 weekend.
  • 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.



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 (blue) and a percentage of scheduled tasks (red). Size of box represents total working time in an actual month.



3.4. KPI Monitor

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


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


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


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


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


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. Filter dialog will open by clicking on the upper left filter icon. The dialog contains three tabs with different types of filter settings.



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. Planner can use mouse or touchscreen, to move start hour/end hour to the desired position.


On the first tab, there are two check boxes also. First one defines if completed and canceled tasks have to be displayed in the scheduler view.

Second one helps you set up the weekend display. When it is checked, weekends are displayed in your actual view. When this option is unchecked, weekends are not displayed.

Changes are applied after clicking the [Close] button.




5.2. Filter by Skills/Territories

On the second and third tab of the filter dialog you can filter data by the specific skills that are needed for some WorkOrder Schedules or by the territories where a WorkOrder Schedule should be done. In both tabs list has multi-selection support and 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.




5.3. Filter by Resources

In the main screen up to the list of resources, there is a search bar located which can be used to filter resources by name or by a letter. To do this, click on the search bar, write required term and then click on an icon with magnifying glass.

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.




6. WorkOrder Schedule Editing/Scheduling


6.1. Drag & Drop

It is possible to edit WorkOrder Schedule directly on the selected view after selecting a specific task and then move it to the new position. During the dragging process some rows are marked with gray color. It helps the planner to recognize which resource has/doesn’t have the required skills to process the task.



6.2. Edit/Schedule by Edit Dialog

Double clicking on the task will open an edit dialog. It contains several tabs where the dispatcher can view or modify certain settings.

Editing is allowed only when the status of the task is set to “Planned”. In case you need to edit some another information of the selected task, 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 will be activated and after clicking on the button changes will be applied.


(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.


(Edit dialog display example of the start date change)


(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 Automatization

A task can be scheduled/rescheduled in several ways. A mode can be changed by the scheduler settings dialog on the upper left side of the main screen. On the right side of the setting button there is another button [RUN AUTO-SCHEDULE] that starts optimization process for all tasks currently loaded in the view.


7.1. Manual schedule

In manual mode, user can schedule a task by dragging it from previous position and dropping it into the new required position. Second and less comfortable way is to set start and end times in the task edit dialog.


7.2. Semi-automatic schedule

Semi-automatic mode helps dispatcher to find optimal time position for the selected task and resource.
In semi-automatic mode user can drag the task manually and drop it under desired resource. If the selected resource has required skills, system will recalculate the best start time and place it there.
During automatic optimization process application tries to optimally schedule/reschedule selected tasks so that the resource stays unchanged and only start time will be modified.


7.3. Automatic schedule

Automatic mode helps dispatcher to find optimal schedule for the selected task.
In automatic mode user can drag the task manually and drop it in the view area (position doesn’t matter). System finds optimal resource and start time and places task there.
During automatic optimization process application tries to optimally schedule/reschedule selected tasks so that suitable resource and optimal start time will be found for each of the desired tasks.

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 successful or not. In case that optimization did not satisfy requirements, dispatcher can discard all changes.


8. Violations

Violation is pointed out when Scheduler Control detects that a WorkOrder Schedule violates some kind of rule. Rules that are checked:

Resource Availability – WorkOrder Schedule 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 – WorkOrder Schedule 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 – WorkOrder Schedule overlaps scheduled time-off.

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

Coinciding Schedules – WorkOrder Schedule overlaps with the following WorkOrder Schedules: [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 edit dialog.


(Task with violation alert)


9. Default project

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

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


10. 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.


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