Last Updated: June 9, 2021

Solution Overview
Manage, monitor, and process service requests for field service specifically for HVAC-related workflows. Improve end-to-end processes of your services starting from customer service requests up to billing and collection. The Solution Template includes four predesigned record templates that you can modify from HVAC Product Brands, Product Models, Service Type, and Service Checklist.

How to install the Field Service Management for HVAC Solution Template

PREPARING THE TEMPLATE
Step 1: On the Steer dashboard, click on Create button at the top of your screen. 

Fig. 1: Selecting the "Create" button on the Steer dashboard

Step 2: Select Use Template on the module creation window. 

Step 3: Select Use Template beside Field Service Management for HVAC  on the list of solution templates. 

Note: If the solution template doesn’t show on the list, remove all filters on the left panel under Solutions  and Industry and check All under Category.

Step 4: In the Information Setup, fill up the Name and Category fields. You can also add a short Description to give the users an idea of what your solution template is all about. 

Step 5: Under Workflows, click Edit beside the selected workflow template to rename it. Think of a unique and appropriate name for your Workflow, then select a Category. You may also add a short Description and put Tags on your Workflow.  

Fig. 2.1: Scroll down the Information Setup pane to edit the Workflow Template name

Fig. 2.2: Renaming the Workflow Template name
Once you are done, click Save, and it will take you back to the Information Setup window. 

Step 6: Once all necessary details are complete, click Proceed to configure your forms in the Form Builder.

EDITING THE WORKFLOW TEMPLATE

Step 1 - Form Builder
HOW THE FORM BUILDER WORKS: The Form Builder is a series of form sections that are shared by different persons involved in the workflow process. Each form section (e.g., Service Request Details, Documents/Permits, etc.) is designed with a specific Actor in mind, who is meant to edit or review the details in the said form section that will be further discussed in the following step.
On the Form Builder, update the details that you want to appear on your forms based on the template provided. You can add or remove rows and/or columns from the template and then drag and drop elements from the toolbox to the designated fields accordingly.  

Fig. 3: Field Service Management for HVAC Form Builder Preview
For this template, you will see the following predesigned form sections relevant to Field Service Management for HVAC:

Service Request Details
Documents/Permits
Service Request Schedule
Inspection/Repair Checklist.
Customer Confirmation
Job Verification
Billing and Collection

These form sections are designed for users to fill up information regarding different work orders. Similarly, this form will also be used by the Account Manager, Technician, and Finance personnel to review and approve the details of the work order.

You may click on the Monitor icon beside the Preview bar at the top of the window to enable Desktop view and simulate filling up the fields on your form before proceeding with the next step.

Once you are finished on the Form Builder, click Proceed on the upper-right corner of the window.  

Step 2 - Process Flow

HOW THE PROCESS FLOW WORKS: The Process Flow allows you to design each step in your workflow and assign a user to review the pieces of information from the Form Builder for each step.
On the Process Flow, you can now design the necessary steps and actions down from the first until the very last step of the process in your workflow. The solution template already has the Actors, Processes, and Action Cards filled in for you. However, you can still update each element to tailor it to your goals and workflow. 

Fig. 4: Field Service Management for HVAC Process Flow Preview
For this template, you have the following Actors or personnel meant to supervise each step in the process:

Customer: Fills up the Service Request Details form and provides the necessary documents for validation
AM (Account Manager) Reviews the service request for approval
SOO (Service Operation Officer): Schedules and assigns the service request to a Technician
Technician: Receives the service request assignment and performs necessary tasks, such as repairs and/or maintenance, based on the service request
QC (Quality Control): Inspects the job details made by the technician for review
Finance: Performs the appropriate billing process and collection based on the service request details

Once you are finished, click Proceed on the upper-right corner of the window. 

Note: The Automation layer is on by default to automate updating data from your records. You can skip the automation process by leaving the automation action row blank. You can learn more about automation and how you can configure it by setting rule triggers here.

Tip: If you would like to add, delete, or modify fields and elements, such as adding more fields in the Form Builder and Actors and/or Process Steps in the Process Flow, you may do so to make your Solution more appropriate to your workflow.

Step 3 - User Settings

HOW THE USER SETTINGS WORK: The User Settings ties in the form sections from the Form Builder and the Actors from the Process Flow. You will be able to configure how each Actor in the process see the form sections with three options: Write, Edit, or Hide. In other words, each Actor can only access particular sections of the form based on the configurations that you set on User Settings. For example, the Account Manager may only see the Service Request Details form but not allowed to edit that section. In this case, you will need to tick the Read checkbox for that form section and hide the rest, and so on.
On the User Settings, you can now assign individuals or groups in your team or organization certain access and permission settings for each step in the workflow.

Fig. 5: Configuring User Settings
You can decide which users can edit and/or see particular sections of the Form. After configuring the User Settings, you will need to Assign Viewers to the workflow.

Once you are finished assigning users to every step, click Publish on the upper-right hand corner of the window to finalize your Workflow. 

VIEWING YOUR SOLUTION

Once you published your workflow, your Solution will appear under the SOLUTIONS section in the dashboard. It will show the Workflow and Records tab and you can click on either of them to view your Workflow details and the list of Records on your Solution.

Fig. 6: Viewing a Solution Template from the Steer dashboard
You can view the list of available Records in the template by clicking on the Record title. Then, you can start to manually add or import your data from an existing Excel file or you may also edit, delete, or export data into an Excel file on your chosen Record.

If you are the Record Owner, you can directly add data to the records and set who has the rights to access this form. If by chance you encounter a blank record page, you can check out the Members tab to see the Record Owner and ask them to give you access in the record.

TESTING YOUR SOLUTION
After installing or viewing your Solution, you can test your Solution by following these steps in creating a “ticket” or a request for the Solution that you created.

RELATED ARTICLE(S):
Automotive Service Management
Customer Management
Equipment Checkout
Field Service Management
Field Service Management for HVAC
Inventory Management
Inventory Transfer
Requisition Management
Vendor Management

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