Determining at What Level to Schedule

Use the To Be Scheduled field to identify incidents and service orders that need to be scheduled.

You can select this field at the Incident, SRO header, SRO line and SRO operation level, to give you flexibility in how you schedule partners. However, in most cases a company will choose to schedule at only one of these levels:

• Incidents: Schedule appointments at this level based on the initial call, when you need to send a partner to either evaluate the situation or provide a quotation.
• SROs: Schedule appointments at this level if you do not use incidents, or if you want to leave the incident available for troubleshooting within the call center and dispatch a partner only when needed.
• SRO Lines: Schedule appointments at this level if your company is asset based and wants to match partners to specific units that need to be serviced.
• SRO Operations: Schedule appointments at this level if there are multiple tasks on each service order that are performed by multiple people. If all of the operations are performed by the same partner, then use one of the higher levels to prevent too much data being presented to the dispatchers.

When you select this field, the Task to be Scheduled area of the Schedules form is populated with the applicable incidents, SROs, lines, and/or operations that can then be dragged and dropped onto the schedule board to assign a specific partner.