Sales and install jobs
How do I book a sales call to provide an estimate to a customer?
Book a job with a single appointment, and assign a sales technician. Add appointments if they need to return to finish the estimate.
You can't add appointments for installation or repairs that result from the estimate. Those are booked as individual jobs that are part of a project.
What do you do if a sales technician goes on a sales call and makes the sale?
When a technician sells an estimate on an ongoing job, they can choose to perform the work now or later. If they choose to perform work now, they can book a sold estimate on the current job to perform the service right away. If they choose to perform work later, they can complete the job and post the invoice and schedule the installation job.
What do you do if a sales technician sells a job and can immediately do the installation?
Create an estimate and choose to perform the work now. When the installation is done, complete the job.
What do you do if a sales technician goes on a sales call but does not make the sale?
Complete the job. You can sell the estimate at a later time and book an installation job from it.
How do you have daily totals for accounting purposes?
Book separate jobs for each day of work. Complete the jobs at the end of each day and post the invoices.
How do you track forms on each job?
Create a project and book a different job for each day of work. Forms cannot be triggered on each appointment.
How do we book a multi-trade installation if we have one business unit working on the job for three days, and a different business unit doing two days of work?
Book one job with three appointments for the first business unit and one job with two appointments for the second business unit. Add them both to the same project.
If you need to use different business units or job types on a job, use individual jobs that are part of a project so you can attribute the revenue to the right business unit or job type.
What do you do if a multi-day installation involves the same business unit and job type?
Book a job with multiple appointments as it is a multi-day job that involves the same business unit and job type.
What do you do if a sales technician goes to an A/C repair and instead sells a new system?
Create and sell an estimate and choose to perform the work later. Collect the dispatch fee, diagnostic fee, or deposit and complete the repair job. Book the install job. This automatically creates a project. You can add appointments to the new install job if more days of work are needed.
Managed and non-managed technicians
How do I assign technicians to the same job at different times?
Create multiple appointments within the job, select the date and time, and assign the appropriate technician to each appointment. You can schedule multiple appointments on the same day at different times or on different days as needed.
What do you do if a non-managed technician is dropping off materials and setting up the job site before your lead installer arrives for the day?
Create a project with a job for your non-managed technician that has a $0 invoice and a job for your managed technician that includes the invoiced amount.
Have the non-managed technician use the Pause feature when they leave.
Note: Account configuration is required. Please contact Technical Support for details.
The office can then complete that job when the managed technician arrives.
What do you do if a non-managed technician is going to deliver a part to an install crew who's already at the job?
Assign, dispatch, and arrive the non-managed technician to an in-progress appointment on the job. A managed technician must be assigned to the in-progress appointment. Use Only mark Myself as Done when the delivery has been made so that the other technicians on that appointment don't lose access to the job.
What do you do if a customer calls to schedule a one-day install from a sold estimate that will require two managed technicians?
Book a job for the installation. If the technicians are going out at different times, add two appointments to the installation job for each technician's visit. If they are going out at the same time, use one appointment with both technicians assigned.
What do you do if a managed technician goes out on an installation and on the same day, another managed technician comes to help for a couple of hours?
Book a job with multiple appointments. One for each technician visit. For example, if the first technician is there from 8 AM–4 PM, and the second is there from 10 AM–12 PM, schedule an appointment for each of those times.
I received an error: Action canceled - Non-zero invoice cannot be assigned to non-managed technicians. There is no managed technician assigned to the job as the technician performing the job is no longer with the company, and we have deactivated their account. What should I do?
All invoices with a value of a dollar or more must have a managed technician assigned to them and 100% should be given or split among managed technicians. Ensure the full 100% is assigned to the managed technician. If no managed technician is associated with the job/invoice, add one, assign the full split to them, and include a timesheet for the managed tech on the job. For more information, see Set technician splits.
If these steps don't resolve the issue, contact Technical Support for assistance.
I received an error: Action Required: Managed Technician Not Detected. What does this mean and how can I fix it?
This error message typically appears when you're trying to complete a job without having a managed technician assigned to it. Here's what you need to know:
A managed technician must be dispatched to an appointment to close it out.
If you're trying to complete a job and see this error, it means there's no managed technician with a timesheet entry on the job.
To resolve this, you'll need to either assign a managed technician to the job or upgrade an existing technician to managed status.
Remember, a managed technician is any technician generating revenue for the company, typically those working in the field, managing estimates and invoices, and receiving credit for selling or performing work.
I received an error: At least one managed technician must be assigned to this appointment, since the job total >$0. AppointmentNumber: nnnnnn-n. The assigned technician is inactive and cannot complete jobs with non-zero totals. What should I do?
To close the job:
Go to the invoice that needs completion.
Select Adjust splits from the invoice options.
Find the inactive technician in the splits section.
Change the 100% split from the inactive technician to an active managed technician.
Save the split changes.
Return to the job page.
Add the active managed technician to the appointment.
Go to Job Actions > Complete Job to finish the process.
Special order parts
What do you do if a service call requires a special part to be ordered?
Sell an estimate for the replacement part and choose to perform the work later.
The sold estimate is in the Follow Up tab. You can leave it there and book the install when the part comes in, or book the install job now and put it on hold with a tag that says waiting for parts. A project is created when you schedule the installation. That project includes the service call and the install job.
If you put the job on hold, be sure to schedule a report for all the jobs you have on hold so that you don't forget about them.
Recalls, warranties and leads
How do you measure your technician's performance in generating leads?
Book a separate job for each lead that is generated. Credit the technician who generated the lead on each of those jobs. You can't assign lead credit on appointments.
What do you do if a technician identifies an opportunity while on a job for a different trade?
Book a new job and add it to a project. You cannot have cross-trade appointments on a job.
What do you do if a technician is sent to an old job to replace a part that is under warranty?
Book this as a new warranty job. That way the cost of the new job can be properly calculated against the revenue from the original job.
What do you do if a technician goes to a job where one of your technicians had previously done work because the customer called to say the issue hasn't been fully resolved?
Book this as a new recall job. Recall jobs cover anytime a technician has to be called back to a job to resolve an issue that should have already been fixed. That way the cost of the new job can be deducted from the revenue of the original job.
Other situations
What do you do if a recurring commercial service takes multiple days to complete?
Book a job with multiple appointments as it is a multi-day job that involves the same business unit and job type.
How do I invoice our customers for each day of work completed on a job?
Book a job for each day of work and include those jobs in a project. When work is done for the day, complete that day's job so you can process the invoice.
What do you do if the customer needs to cancel temporarily, and we don't want to lose all of the items on the invoice?
Put the job on hold until the customer is ready to move forward. Create a report for all jobs on hold so that you don't forget about them.
How do I keep track of the material installed and who installed it for each day of work on a multi-day job?
Book multiple jobs for each day that are part of a project so that you have separate invoices. You cannot track materials used per appointment.
What do you do if we do annual maintenance for a customer and find that something is wrong with the unit?
First, go back to do a service call, then book a job for the repair and add it to a project. Credit the technician who generated the lead on that job.
Because the job goes from maintenance to repair, it's now two jobs with different job types and business units and should not be booked as one job with multiple appointments.
What should we do when we want to cancel a job that has a payment which is refunded?
There are two options to resolve this:
Jobs can't be canceled if they have payments on them, so you can complete the job and mention in the job notes that it was canceled.
The refund needs to be reflected on another invoice:
Create an adjustment invoice.
Unapply the payment from the invoice that needs to be canceled and apply it to the adjustment invoice, then zero the payment out.
Why can't I cancel a job when it says invoice contains payments?
Jobs cannot be canceled when invoices contain active payments or tasks. The system will show the error Job cannot be canceled while invoice contains any payments.
To resolve this, complete jobs instead of canceling them when invoices have payments. This fixes the cancellation error message.