ServiceCEO User's Guide

Transcription

1 ServiceCEO User's Guide

2 User s Guide Copyright 2006 by Insight Direct, Inc. All rights reserved. No part of this book may be reproduced or copied in any form or by any means graphic, electronic, or mechanic without the written permission of Insight Direct, Inc. Please send any feedback about this document to documentation@insightdirect.com. V

3 Table Of Contents Table Of Contents Introduction... 9 The ServiceCEO Screen Vocabulary Getting Started Customers Creating a New Customer Customers General tab Editing a Customer Address Deleting a Customer Address Customers Detail Tab Customers Jobs Tab Customers Notes Tab Customers Links Tab Customers Billing History Tab Customers Equipment Tab Customers Service Contracts Tab Editing a Customer Record Deleting a Customer Record Call Center Call Center Overview Opening the Call Center Using the Call Center Handling Multiple Calls with the Call Center Closing the Call Center Jobs Jobs Overview Calendar Views Calendar Tabs Jobs Colors/Icons Creating Jobs Jobs General Tab The Jobs Services/Products Tab Jobs Tasks Tab Jobs Skills Tab Jobs Other Tab iii

4 Table of Contents Jobs Audit Log Tab Editing Jobs Canceling an Existing Job Removing an Employee from a Job Estimates Overview Project Overview The Project Control Panel Project Actions Picklists Overview Completing a Job Viewing Employees that Worked on a Job Employees Employees Overview Creating a New Employee Employee General Tab Employee Detail Tab Employee Signouts Tab Employee Personnel File Tab Employee Links Tab Employee Payroll Setup Tab Employee Skills Tab Employee Payroll History Tab Payroll Time Card Overview Adding a Payroll Item Editing an Employee Record Deleting an Employee Employee Work Hours Override Work Hours Office Duties Tasks Overview Creating a Task Assigning a Task Completing a Task Completion Overview Completion Wizard Overview The General page of the Completion Wizard iv

5 Table Of Contents The Charges page of the Completion Wizard The Payments page of the Completion Wizard The Payroll page of the Completion Wizard The Invoice page of the Completion Wizard The Finish page of the Completion Wizard Auto Complete Reactivating and Recompleting Jobs Team Check In Overview Team Check In Fields Working with Time Blocks in Team Check In Completing a Project Billing Overview Automatic Billing Advanced Billing Defining Advanced Billing Properties Billing Center Overview The Billing Center Filter The Create Invoices tab of the Billing Center The Unsent Invoices tab of the Billing Center The Unpaid Invoices tab of the Billing Center The Find by Number tab of the Billing Center Invoice Overview Posting Invoices The Ready to Send Workflow Editing/Reviewing Time Cards Reviewing Time Cards Editing Time Blocks Credit Card Processing Exporting Data from ServiceCEO Exporting Deposits Exporting Sales Generating Paychecks Creating Paychecks Reports Reports Overview Report Types Printing/Previewing Reports v

6 Table of Contents Standard Report Preview Crystal Reports Report Preview Exporting Report Data Exporting Data from a Standard Report Exporting Data from a Crystal Reports Report Editing Crystal Reports Managing the Report List Adding New Reports Editing Report Description and/or Section Removing Crystal Reports from ServiceCEO Graphs Graphs Overview Displaying a Graph Customer Graphs Job Graphs Employee Graphs Office Duties Graphs Dispatch Board Display Options Current Display Active Employee Assignments Unavailable Employees Unassigned Jobs Enterprise Custom Dispatch Board Views Dispatch Board Job Options Combining Jobs Moving Jobs on the Dispatch Board Deleting a Job from the Dispatch Board Dispatch Board Employee Options Right-click Menu Moving Employees between Jobs on the Dispatch Board Changing an Employee's Role ing a Work Order to an Employee Dispatch Board Team Options Moving Employees between Teams on the Dispatch Board Locking a Team vi

7 Table Of Contents Printing Work Orders from the Dispatch Board Additional Features Searching for Customers/Employees Advanced Search Defining Contact Information Defining a Phone Number Linking Records Defining Frequency Defining Custom Fields The Field Chooser Assigning Sales Representatives Importing Data into ServiceCEO Select Data Source Mapping Fields Preview Import Data Import Wizard Troubleshooting Notes Adding a Note Editing a Note Deleting a Note Displaying Directions in MapPoint Using the Quoting Wizard Running a Mail Merge The Recycle Bin Restoring from the Recycle Bin Emptying the Recycle Bin Using Form Templates Creating Form Templates Using Form Templates Using the Feedback Wizard Filter Overview Determining the Version Number vii

8 Table of Contents Technical Support Technical Support Overview The Member Center Contacting Technical Support Glossary Index viii

9 Introduction Introduction Welcome to the Insight Direct family! We re extremely pleased you made the decision to purchase ServiceCEO, the popular and powerful management tool for your business. Simple to use, customizable and secure, ServiceCEO will make your entire field service business more manageable. Since ServiceCEO is so customizable and powerful, there is a lot to learn before you start using it to run your business. Have no fear! The following document is designed to walk you through ServiceCEO s basic functionality, including entering customer information, field technician scheduling, invoicing, payroll, employee management, and much more. We will also cover how to create quotes, estimates, projects, reports and graphs. Before we begin, let s go over some background. This user's guide assumes you have a basic knowledge of your computer and familiarity with Windows-based programs including data entry skills and basic screen navigation. For example, when we state right-click, we assume you know to click and release the button on the right of your mouse. In the instances where the navigation is not evident, we will detail exactly how to access it however, note that the process for accessing and/or entering data is often very similar from one screen to another, so once you become familiar with ServiceCEO s basic navigation, feel free to use these steps on other screens. For example, most items in ServiceCEO have right-click functionality, so if you are ever stuck, we recommend you right-click an item and take a look at the pop-up menu options. If you notice that some of the screenshots in this manual may contain fields or data that are not present in your application (or, vice versa your application contains fields or data not present in this manual), one of two reasons could account for this discrepancy: Program Updates. The Insight Direct team is continually making updates and improvements to the program. While we will make every effort to update this manual to reflect the changes in every release of ServiceCEO, at times these changes may not be immediately present in our documentation. (For the most up-to-date topics, please use the online ServiceCEO Help System, located at Alternatively, if you are running an older version of ServiceCEO, you may not see the most recent upgrades that are reflected herein. Active Functionality. Some sections of ServiceCEO will have extra tabs or fields depending on if you are using certain segments of the program. For example, if you enable Inventory Management, you will see, among other changes, an Inventory icon on ServiceCEO s Navigator bar. Finally, many supplementary technical documents detailing specific areas of ServiceCEO not covered in this document are available on our website. We encourage you to download and review this documentation, all of which is located at For example, details on the Customer Web Access and Mobile Tech modules are available on this webpage. 9

10 Introduction The ServiceCEO Screen ServiceCEO s basic screen layout contains several sections: The Navigator bar. ServiceCEO s main method of navigation, the Navigator bar enables you to easily access all of ServiceCEO s main modules. Clicking the appropriate icon displays the main screen for that section. Each of these sections will be described in detail later in this manual. Tip: You can change the display of the navigator bar by right-clicking anywhere on the navigator bar and selecting the display mode you want to use. Your options are: Extra Large Icons. Large colorful icons. Large Icons. Larger icons. Terminal Services Mode. The smallest icons. True Color Icons Large Icons Terminal Services Menus. These menus provide access to basic functionality and tools specific to the current page. 10

11 Introduction Toolbar. These buttons enable you to perform actions on the data displayed in ServiceCEO s main page. The buttons available to you will vary depending on the current page and your user rights. The main page. The information displayed in ServiceCEO s main work area depends on which icon you ve clicked from the Navigator bar. The tabs located at the bottom of the screen enable you to either move between sections in this area or filter the visible line items. Status Bar. Located at the bottom of every page, the status bar will display the name of the current section, the filtering status, and the current date and time. In the job sections, the status bar displays the date and time of the last day selected. 11

12 Introduction Vocabulary While many of the terms in ServiceCEO are configurable, in this document we will use the following terms: 1. Jobs (not schedule) 2. Tabs (can be located at the bottom of the page as well as at the top) 3. Office Duties (for the fifth section on the Navigator bar) For more on customizing ServiceCEO s vocabulary, please read the Defining Vocabulary section of the Implementation Manual. If you don t know what a particular icon represents, click to display the Icon Legend dialog box. This dialog box describes the purpose of every icon used on the page. Getting Started To open ServiceCEO, double-click the ServiceCEO icon located on your desktop or select Start > Programs > ServiceCEO > ServiceCEO. The Login dialog box appears. Type your user name and password in to the appropriate fields and click OK. ServiceCEO will open. For more about logging into ServiceCEO, please see the Logging into ServiceCEO section of the Implementation Manual. 12

13 Customers Customers The main customer page - or Customer List - is the first page that appears when you open ServiceCEO. You can also display this page by clicking Customer from the Navigator bar. It displays all of the customers in the system: You can open any customer record by double-clicking it. Tip: The ServiceCEO filter can help you control what customers appear on the customer list. For more, see the Filter Overview section. Note that due to the customer find feature introduced in 6.0 requires that the filter remain on at all times. However, you can edit this filter at any time. To learn how to search for a specific customer, see the Searching for a Customer/Employee section. To learn how to create a new customer, see the Creating a New Customer section. Caution: At times, the information on the customer list may get out of date. If so, you can refresh the data by clicking. 13

14 Customers Creating a New Customer To create a new customer: 1. Click Customers from the Navigator bar. The Customer List appears. 2. Click New or select File > New Customer. The General tab of a blank customer record appears. Some default information may be populated if the Customer Defaults section was filled out. See the Defining Requirements section of the Implementation Manual for details. 3. Define all of the necessary fields in the customer record. For more, see the following sections. Customers General tab The General tab of a customer record contains the customer s basic contact information and demographic data. Note: The customer s Date Entered, Status, Customer ID and Originator fields will be populated by default. 14

15 Customers The fields on this page are described below: There are two different types of customers: corporate (commercial) customers, and individuals. This distinction is controlled by the Customer Type drop-down list. o To create a corporate customer, select Corporate from the Customer Type drop-down list and type the name of the company in the Name field. o To create an individual customer, select Individual from the Customer Type drop-down list and enter the customer's contact information (as detailed in the Define Contact Information section). The Customer Subtype list enables you to further organize your customers into groups. The values that appear in this drop-down list are defined by you; for more, see the Defining Customer Subtypes section of the Implementation Manual. By default, the displayed address is the customer's primary address. To display a different address, select the address from the drop-down list. To display a different contact for this address, select the contact from the drop-down list above the phone number fields. You can edit a contact's phone number fields here or in the Address Information dialog box. The Zone, Map Code, and Access fields are displayed for the current address. They are defined in the Address tab of the Address Information dialog box. The Map Code and Access fields can be edited from this tab as well. You can assign a sales representative to this customer so that all jobs for this customer will automatically include that representative. See the Assigning Sales Representatives section for details. Type the name of the customer's department in the Department field. If you are tracking your marketing efforts, select the campaign that caught the customer's attention from the Campaign drop-down list. The values that appear in this drop-down list depend on your active campaigns; for more, see the Campaign Setup section of the Implementation Manual. Select the Issue Alert check box if you want to mark a customer as having a financial issue. In a future release of ServiceCEO, you will be able to display this alert in the customer list. Defining a Customer Address You can add as many locations to a customer's record as you need. To define a customer s address information: 1. Click the New Address button from the General tab of the Customer record. The Address Information dialog box appears. 15

16 Customers 2. Since you can create multiple addresses for a customer, you must type a unique name that identifies the address in the Address Name field. Examples of good address names are Primary, Remote Office, Summer Home, or Campus Building. Note: The Primary address is the main address used for all customer mailings, service, directions, etc. The Bill To address is where the Invoice will be sent. The first address you enter will automatically default as the Primary and Bill To address; that is, the Primary and Bill To check boxes will automatically be selected. You can change this default assignment by selecting one or both of these check boxes when adding or editing another address. 3. Type the street address into the first Address: field. The additional Address fields are for apartment numbers, building numbers, suite numbers, etc. 4. Define the rest of the address fields (City, State, and ZIP Code). Tip: If you define the ZIP Code field before the City and State fields, ServiceCEO will automatically populate the City, State and Tax Code fields with the information as defined in the Zone Manager. See the Managing ZIP Codes section of the Implementation Manual for details. If no information for the ZIP Code exists in the Zone Manager, you will need to populate these fields manually. In addition, if the ZIP Code has an associated zone or zones, a "Zones Found!" message will appear. This indicates that the Zone drop-down list will only contain the recommended zones - the zones attached to the new ZIP Code in the Zone Manager. 16

17 Customers Tip: At any point, you can initiate a mail merge for this customer by clicking Mail Merge. For more, see the Running a Mail Merge section. 5. If necessary, type the corresponding map book or GPS system value into the Map Code field. 6. If the customer has an alarm, enter the alarm's disarm code into the Alarm Code field. 7. If you need to enter any other values or information to help your employees gain admission to the customer s property, enter it into the Access field. Note: The Map Code, Alarm Code, and Access fields capture data to help your employees access the customer s property. These fields are printed on the Work Order report so they are available to your employees when they service the customer. 8. Select the customer s zone from the Zone drop-down list. Depending on the ZIP Code you entered (see step four), this list may be limited to only those zones linked to the ZIP Code in the Zone Manager. 9. The drop-down lists at the bottom of this page enable you to define the employee s Tax Codes. These fields may already be populated depending on the ZIP Code you entered (see step four) and the tax codes you've assigned to the ZIP Code. If not, select the customer's applicable Tax Codes from the appropriate drop-down lists. Tip: The tax code drop-down lists, and the values they contain, will vary depending on how you have configured your tax codes. For more information, see the Defining Tax Codes section of the Implementation Manual. 10. To define the customer s personal contact information, or the main contact for a corporate address, click the second tab labeled with the customer s name. 17

18 Customers Note: You can add up to four contacts for each address. Each contact will have its own named tab in the Address Information dialog box. Click New to add a new contact. Click Delete to delete the current contact. You can also add a new contact to an address by clicking New Contact from the General Tab of the customer record. 11. Type the customer's name into the Contact Name field. When you exit this field, the tab will automatically reflect this name. 12. Type the customer's address into the field. 13. Type the customer's title into the Title field. 14. Define the customer's phone numbers. See the Defining a Phone Number section for more. 15. If you are using the Customer Web Access module, select the Web Access check box to let this contact login to the customer web site. For more details, please read the ServiceCEO Customer Web Access Guide document, located at: Note: When the address is saved, all contacts' phone numbers and addresses will appear on the General tab of the Customer record. You can edit them from the General tab or from the name tab of the Address Information dialog box. 16. To enter notes for the customer, click the Notes tab. 17. Enter any notes about the customer s location in the text box. 18. To print this note on the customer s Work Orders and Route Sheets, select the Print this information check box. 18

19 Customers Note: The note in this dialog box should be location specific. Job related notes should be entered in the General tab of the appropriate job record. Tip: If you have Microsoft MapPoint, you can display directions to the customer s address by clicking Get Directions. MapPoint appears, displaying the directions you requested. When you close MapPoint, you will be prompted to add these directions to the notes field. Click Yes to copy the directions to this field. Now, if you have selected the Print this information check box, the directions will be printed on your Work Orders. 19. When all the address information is entered, click OK. The General tab of the customer record appears, displaying the information you defined. Editing a Customer Address To edit a customer s address information: 1. Select the address you want to edit from the General tab of the Customer record. 2. Click Edit Address. The Address Information dialog box appears. 3. Edit the Address Name and Address fields, if necessary. 19

20 Customers 4. Edit the ZIP Code. Editing the ZIP Code has the following implications: o If no city and state appear in the City and State fields, then these two fields will be automatically populated based on the ZIP Code's data in the Zone Manager. If the City and State fields are populated, editing the ZIP Code field will not overwrite these values. o If all of the listed tax codes have no selected code (i.e., have None selected), then editing the ZIP code will automatically populate all tax codes based on the assignments in the Zone Manager. If at least one tax code has a defined value, then editing the ZIP Code will not overwrite any tax code selection. o Editing the ZIP Code will never update the Zone assignment. If, when you enter a new ZIP Code, you see the "Zones Found!" message appear, then the Zone drop-down list will be repopulated so that the recommended zones - the zones attached to the new ZIP Code in the Zone Manager - will appear at the top of the Zone drop-down list. 5. Edit any fields not automatically changed by the ZIP Code change. 6. Edit any other fields, if necessary. 7. Select the Primary or Bill To check boxes to change these assignments. Note: The Primary address is the default address used for all customer mailings, service, etc. The Bill To address is where the Invoice will be sent. 8. To edit a customer s personal contact information, or the main contact for a corporate address, click the second tab labeled with the customer s name. Tip: You can run a mail merge for the open contact by clicking Mail Merge from either the Address or customer name tabs. See the Running a Mail Merge section for details. 9. Type the name of the contact in the Contact Name field. When you tab out of this field, the tab will be updated with the current contact name. 20

21 Customers 10. Type the contact's address in the field. 11. Type the contact's title in the Title field. 12. Click New to add a new contact to this address. A New Contact tab appears. Define the contact's information by repeating steps 9-11 for the new contact. Note: Delete a contact by clicking on the appropriate tab and clicking Delete. Warning: You will not be prompted to confirm you want to delete the contact, so be sure you want to erase the contact before clicking Delete. 13. To define phone numbers, select the phone number type from the drop-down list and type the number in the text fields. Note: When the address is saved, all contacts' phone numbers and addresses will appear on the General tab of the Customer record. You can edit them from either the General tab or from the name tab of the Address Information dialog box. 14. Web Access. Select if you want to provide this customer access to their account information via the Internet. For more, see the Customer Web Access Configuration Guide, located at To enter a note for the customer, click the Notes tab. 16. Enter any notes about the customer s location in the text box. 17. To print this note on the customer s Work Orders and Route Sheets, select the Print this information check box. Note: The note in this dialog box should be location specific. Job related notes should be entered in the General tab of the appropriate job or record. 18. When all the address information is entered, click OK. The General tab of the customer record appears, displaying the information you defined. Deleting a Customer Address To delete a customer address: 1. Select the address you want to delete from the Address drop-down list from the General tab of the Customer record. Note: You will not be able to delete an address if: It is marked as the Primary or Bill To address. It has associated job information (i.e., work was performed or is scheduled for the address). 21

22 Customers 2. Click the Edit Address button. The Address Information dialog box appears. 3. Click Remove. A Confirmation dialog box appears. 4. Click OK. The address is deleted from the customer record. Note: Deleting addresses is different then deleting a contact. Customers Detail Tab The Detail tab contains extra details about the customer. The important fields on this page are: Custom Fields. The five Custom Field fields on this page can be adapted to suit your needs. See the Defining Custom Fields section for details. Last Contact. You can capture a customer's preferred contact interval for voice (phone), regular mail and . Select the date the customer was last contacted for each method from the appropriate calendar box. Next, if you want to define do not call rules, select the appropriate check box and define the contact interval using the Do not X drop-down lists and spin box. For example, in the screenshot above, we have defined the customer's preferred contact intervals as: o Mail - never contact the customer by phone. o Voice - do not call the customer by phone for three weeks after October 27th, o - do not the customer for twelve days after August 24th,

23 Customers Note: In many places, you will be prompted to update the last contacted interval (when running a mail merge, ing work orders, etc.) Clicking Yes will automatically update the proper Last Contact setting. Tip: You can filter the Marketing Module report by the Last Contact fields. You can also enforce the contact interval on the Contact Interval tab of the report. Payment Terms. A read only field displayed on the Invoice report and the Billing Center. Pay at Job Site. Select this check box to automatically insert a payment for all jobs being closed via the Completion Wizard. The payment will automatically appear on the Payments page of the Completion Wizard when completing a job for this customer. Pay at Job Site Cautions: If you are using Pay at Job Site and are also using advanced billing (including Third Party Bill Payers), any payments you enter via the Completion Wizard will NOT get applied to any invoices you create in the Create Invoices tab of the Billing Center. For this reason, we do not recommend you select the Pay at Job Site check box for customers using advanced billing. Third party bill-payer. Select this check box to enable the customer to be a third party bill payer. Doing so means that this person can be used to pay the bills for other customers. Caution: All third-party bill payers must be configured for Advanced Billing. For details, see the Defining Billing Properties section of the Implementation Manual. Credit Issues. Indicates if there is a problem with a customer s credit. Selecting this check box will populate the Bad Credit column for this customer on the main Customer list. Payment Method. Selecting the customer s preferred method of payment will automatically populate this field on all of the customer s jobs, greatly speeding your data entry during job completion. Note: Depending on what value you select from the Payment method drop-down list, additional fields appear. For example, if you select the Credit Card method, the Credit Card Number, Card Type, and Expiration fields appear. Warning: You will not be able to Auto Complete jobs for customers with a Bill Payment Method. Print Invoices. Click this check box if you want this customer to be included in the Only Include Customers with "Print Invoices" filter when running the Invoice report. Print Statements. Click this check box if you want this customer to be included in the Only Include Customers with "Print Statements" filter (available when running the regular Statements report, not the Statements - Detailed report). Detail Notes. In the text field at the bottom, enter essential information about this customer that employees should know when performing their work. Note that the information entered in this field will appear on all of the customer's work orders. A good example of a detail note is "Customer is allergic to chemical ABC: NEVER USE!" 23

24 Customers Note: You can always change many of the default settings you define here when you complete a job for this customer. Customers Jobs Tab The Jobs tab contains a listing of all Jobs, Schedules, Estimates, and Projects that are scheduled to occur within the Active Period or that have already been serviced. In other words, this tab contains the complete history of this customer s past and future business, along with opportunities that have yet to occur. For a new customer with no history, this screen will be blank. For existing customers, one line item appears for every active job attached to the customer. Financial data pertaining to completed jobs appear on the Billing History tab. Note: The amount of jobs that appear on this tab is controlled by the History tab on this page's filter. By default, jobs for the last 90 days are displayed. You can, if you'd like, display all jobs for a particular customer. However, be aware that if you have been serving the customer for some time, many job records will be displayed, and the performance on this tab may be severely degraded. Double-click on a job to open it. For more on entering or editing jobs, see the Creating Jobs or Editing Jobs section. Duplicating Jobs To duplicate an existing job, schedule, or estimate: 1. Select a schedule/job/estimate from the customer's Jobs Tab. 2. Click the Duplicate Schedule button. A new job appears that is almost identical to the original. 24

25 Customers The duplicated job, schedule or estimate will be identical to the original job, schedule or estimate except for two differences: The date of the new job will default to the day after the duplicate job is created. The recurring frequency of the original job will not be reflected in the new job. Once the duplicated job is created, you can edit it in the usual manner. See the Editing Jobs section for details. Reservicing Jobs A Reserviced job is designed to duplicate inadequate or invalid service by duplicating the original job without charging the customer for this work. A reserviced job is normally only created only after a complaint has been made about the quality of a past job. 1. Select the job you want to reservice from the customer's Jobs tab. 2. Click the Reservice button. A new job appears, identical to the selected job except that the date of the new job defaults to the day after it was created and all charges default to zero. 3. Make any necessary edits to the reserviced job. See the Editing Jobs section for details. 4. Click Save and Close. Customers Notes Tab The Notes tab displays all of the customer s notes. To open a note, double-click the appropriate line item. The Note dialog box appears. For more, see the Adding a Note section. Tip: You can view a history of the actions performed on the customer record by selecting View > Current View > System Notes. A new note will be created every time you edit or add information to the customer record. 25

26 Customers Customers Links Tab The customer s Links tab is a great way to store related documents pertaining to a customer while making them easy to find and accessible to your staff. You can also link other entities in the ServiceCEO database to a customer record, other employees, jobs, other customers, etc. To access a link, double-click it. The link's contents will appear. See the Adding a Link to a Record section to learn how to add a link to the record. Customers Billing History Tab The Billing History tab of a customer record contains a list of all of the customer s invoices, payments, and adjustments. Double-clicking on an invoice will display the Invoice Editor. See the Viewing an Invoice section for more. Double-clicking on a transaction - a miscellaneous payment or adjustment - will display the appropriate tab of the Transaction dialog box. See the Transaction Overview section for details. 26

27 Customers Tip: By default, only a standard selection of items appears on this tab. For example, payments that have been applied to invoices do not appear as their own line item. However, if you would like to see all of a customer s Invoices, Payments, and Adjustments as single line items, select View > Current View > View All. Warning: If the customer contains a lot of billing data, the View All option may mean that the page will take some time to display all of the information. We recommend that you do not frequently use this option as ServiceCEO's performance may be severely degraded on larger databases. If it has not already been applied to an invoice, ServiceCEO administrators can delete a payment from a customer's Billing History tab. 1. Select the payment you want to delete. Do NOT open it. 2. Click to delete the payment. The payment will be removed from the customer's general account. Note: Any number appearing in parenthesis - (#) - is a negative number (a credit). Viewing an Invoice You can view an invoice from the Billing History tab of a customer record. Simply double-click the invoice you want to view and the Invoice Editor page appears. The Invoice Editor page displays all relevant information about the invoice. Note: While the Invoice Editor looks like a page from the Billing Center, it can only be accessed from a customer's Billing History tab. However, most of the functionality is similar, including the editing of the Date, Posted?, Sent?, Locked?, and Notes fields. 27

28 Customers Click Preview or Preview & Send to see a preview of the invoice in a Report Preview dialog box. Upon closure of this window, the Mark as Sent? dialog box appears. Click No to keep the invoice's Sent? value as Ready to send. Click Yes to mark the invoice's Sent? value as Sent. For more details, see the Ready to Send Workflow section. Click Enter Payment/Adjustment to enter a new transaction for this invoice. See the Transaction Overview section for more. Transaction Overview A transaction is a financial transaction not directly related to a job. You can view, edit, and create new transactions from a customer's Billing History tab or the Billing Center. There are three types of transactions: Charge. A miscellaneous or additional charge that might not be part of a particular job. See the Creating a Charge Transaction section for details. Adjustment. Create an adjustment if you need to apply a credit to a customer's account or correct a mistake in a previous invoice. See the Creating an Adjustment Transaction section for details. Payment. Add a payment to the customer's account. See the Creating a Payment Transaction section for details. Creating a Charge Transaction A miscellaneous charge is an additional customer expense that is not part of a particular job. For example, if you charge your customer a late fee but do not want to attach it to a single job, you can enter it as a miscellaneous charge. Caution: Miscellaneous charges - be they applied to an existing invoice or part of a new invoice - can not be edited or deleted once they are created. With that in mind, it is often a better idea to simply add these charges as part of a new or existing job. All charges on a job can be edited or deleted. 28

29 Customers To create a new charge transaction: 1. From the customer's Billing History tab, click New Transaction. The Charge tab of the Add Transaction dialog box appears. 2. If necessary, adjust the transaction date from the Enter Transaction Date calendar box. 3. Enter a description of the charge in the Enter Charge Detail field. 4. Enter the amount of the charge in the Enter Charge Amount field. 5. If you are integrated with an Accounting program, select the appropriate Accounting account to which this charge should be exported from the General Ledger Account drop-down list. 6. Select the appropriate taxes, if any, that apply to this charge from the tax drop-down lists (the step 5 fields). Once selected, the taxes will increase the total charge as indicated in the Verify Total Charge Amount field. 7. To apply this charge to a new invoice, select the A New Invoice option button. A new invoice will be created when you save this charge. To apply this charge to an existing invoice, select the Select Invoice to which this charge will be applied option button and select the check box corresponding to the invoice(s) to which the charge should be added. 29

30 Customers Tip: You can control which invoices appear in the Applied To section by clicking on the Open, Closed, All, and Filter for Invoice # tabs. In addition, you can display the Invoice Viewer by selecting an invoice and clicking View Invoice. 8. If you'd like, you can type a note for the charge in the Notes field. 9. When complete, click Save & Close. If you'd like to enter another transaction, click Save & New. Note: Once you've created the charge, it will appear on the customer's Billing History tab as an invoice; either as a new invoice or as part of the invoice you indicated in step seven. Creating an Adjustment Transaction To create a new adjustment for a customer that is not linked to a particular job: 1. From the customer's Billing History tab, click New Transaction. The Charge tab of the Add Transaction dialog box appears. 2. Click the Adjustment tab. 30

31 Customers 3. If necessary, adjust the transaction date from the Enter Transaction Date calendar box. 4. Select the type of the adjustment from the Select Adjustment Type drop-down list. Your choices are: o Standard. A regular adjustment that will not have taxes assigned to it. Can be either a positive or a negative amount. o Credit Note. An adjustment that will credit the customer's account. You can assign taxes to credit notes. Credit notes must have a negative amount. 5. Type a description of the adjustment into the Enter Adjustment Detail field. 6. Type the amount of the adjustment in the Enter Charge Amount field. Credit Notes must be assigned a negative charge amount. 7. If you are integrated with a General Ledger program, select the appropriate Accounting account to which this adjustment should be exported from the General Ledger Account drop-down list. 8. If applicable, select the check box corresponding to the invoice(s) to which the adjustment should be added. If you do not select any invoices, the adjustment will be added to the customer's general account and will appear as a miscellaneous adjustment on the customer's Billing History tab. Tip: You can control which invoices appear here by clicking on the Open, Closed, All, and Filter for Invoice # tabs. In addition, you can view the invoice by selecting an invoice and clicking View Invoice. 9. If you'd like, you can type a note for the adjustment in the Notes field. 10. When complete, click Save & Close. If you'd like to enter a new Transaction, click Save & New. Once you've created the adjustment, it will appear on the customer's Billing History tab as either part of the invoice you selected in step eight or as an unapplied payment. You can then apply this payment to a job in the Completion Wizard (if not using Advanced Billing) or by selecting an invoice for this payment at a later date. Creating a Payment Transaction To create a new payment for a customer that is not linked to a particular job: 1. From the customer's Billing History tab, click New Transaction. The Charge tab of the Add Transaction dialog box appears. 2. Click the Payment tab. 31

32 Customers 3. If necessary, adjust the transaction date from the Enter Transaction Date calendar box. 4. Select the type of the payment from the Select Payment Type drop-down list. Depending on what value you select from the Payment method drop-down list, additional fields appear. For example, if you select the Credit Card method, the Credit Card Number, Card Type, and Expiration fields appear. 5. Type a description of the payment into the Enter Payment Detail field. 6. Type the amount of the payment in the Enter Payment Amount field. 7. If you are integrated with a General Ledger program, select the appropriate Accounting account to which this payment should be exported from the Accounting File drop-down list. 8. If applicable, select the check box corresponding to the invoice(s) to which the payment should be added. If you do not select any invoices, the payment will be added to the customer's Billing History as an unapplied payment. Tip: You can control which invoices appear here by clicking on the Open, Closed, All, and Filter for Invoice # tabs. In addition, you can view the invoice by selecting an invoice and clicking View Invoice. 9. If you'd like, you can type a note for the payment in the Notes field. 32

33 Customers 10. When complete, click Save & Close. If you'd like to enter a new Transaction, click Save & New. Tip: You can add payments for multiple customers at once by clicking Save & New and selecting a new customer from the Select Customer drop-down list. Useful if you are entering a large number of payments at once. Once you've created the payment, it will appear on the customer's Billing History tab as an invoice (if you selected an invoice in step eight) or as an unapplied payment. You can then apply this payment to a job in the Completion Wizard (if not using Advanced Billing) or by selecting an invoice for this payment at a later date. Applying a Payment/Adjustment to an Invoice To apply an existing miscellaneous Payment or Adjustment to an invoice, follow these steps: 1. From the customer's Billing History tab, double-click the miscellaneous Payment or Adjustment. The appropriate tab of the Transaction dialog box appears. 2. Select the check box corresponding to the invoice to which you want to apply the charge or adjustment from the Applied To section. 3. Click Save and Close. The Invoice now reflects the payment or adjustment. Customers Equipment Tab The Equipment tab displays all of the equipment items you have installed or service for this customer. Note: This tab only appears if you have enabled ServiceCEO s Equipment module. For more information about the Equipment module, please search the ServiceCEO Help System for "Equipment". You can display the information on this page in three different ways: Full Tree. This view displays all equipment in an expandable and collapsible list, organized by the equipment's parent/child relationship (up to four levels deep). Flat Grid. This view displays all equipment in a flat format - all equipment is displayed with equal emphasis. By Base Item. This view displays all equipment by displaying all base items. These can be expanded to view the two levels underneath it. 33

34 Customers To display a view, select the view you want from the View > Current View menu. Double-click the equipment item to display the On-Site Equipment dialog box. Customers Service Contracts Tab This tab only appears if you have enabled ServiceCEO s Service Contracts module. For more information about the Service Contracts module, please search the ServiceCEO Help System for "Service Contracts". Editing a Customer Record If you have the appropriate security rights, you can edit any customer record. To do so, open the record by double-clicking on it from the Customer List. Make the appropriate edits. When you are done editing the customer record, click Save and Close. Your edits will be saved and the record will close. Caution: The customer list may not immediately reflect changes you make to a customer record. To display changes in the customer list, click, press F9, select View > Refresh, or simply navigate to another area of ServiceCEO and back again. Deleting a Customer Record If a customer record has any associated Jobs and/or Schedules - be they current, past, or future - the record cannot be deleted. The reason for this limitation is to ensure that a complete history of all service is accurately preserved. If you are no longer servicing a customer, you can perform the following actions in lieu of deleting the record: Assign all of the customer's existing recurring schedules an End Date. Cancel all of the customer's Active Jobs. Delete all of the customer's Open estimates. Zero out the customer's balance (if you will not collect on it). Taking these actions will change the customer's status to Inactive. You can then configure the filter to hide all customers with an Inactive status from most of ServiceCEO's screens. See the Filter Overview section for more. To delete a customer who has no associated information, select the customer record from the customer list and click. Customer Quotes A quote is a record of proposed work created with the Quoting Wizard. Note that a quote is different then an estimate. For more on the Quoting Wizard, please see the Using the Quoting Wizard section. You can view a customer's quotes from any tab of the customer record by clicking the Quoting Wizard Quotes button. The Customer Quotes dialog box appears. 34

35 Customers This dialog box displays all existing quotes for this customer. If the Customer accepts quote check box was selected when the quote was created, the Accepted check box will be selected. You can access the Quoting Wizard from this dialog box in several ways: Double-click a quote to open it in the Quoting Wizard. The second page of the Quoting Wizard appears. Note that you will not be able to edit the quote - the values in the Quoting Wizard will be for informational purposes only. Click New to create a new quote. The second page of the Quoting Wizard appears. Walk through the Quoting Wizard in the usual manner. Select an existing quote and click Duplicate to create a duplicate of the selected quote. The second page of the Quoting Wizard appears, displaying all of the quotes values. You can edit any of these values. Saving this quote at the end of the Quoting Wizard will create an entirely new quote. To close this dialog box, click the Close button in the upper right-hand corner. 35

36 Call Center Call Center Call Center Overview The ServiceCEO Call Center is designed to help you handle telephone calls from your customers by streamlining and standardizing data entry procedures. In addition, the Call Center helps you easily switch between multiple telephone calls. The Call Center is a great place to standardize your business processes by defining call types that walk your Customer Service Representatives through the process they should follow for specific situations. A call type is a particular type of call that should be handled in a certain manner. The call type will include links to user actions so, as we will see, the call type organizes certain actions together by linking together relevant shortcuts. Tip: Before you can use the Call Center, you must first configure your call types. For details on configuring call types, see the Defining Call Types section of the Implementation Manual. Opening the Call Center To access the Call Center: Click Call Center from the Navigator bar. The Navigator bar will drop to the bottom of the screen, displaying the Call Center box. For details on using the call center, see the Using the Call Center section. 36

37 Call Center Using the Call Center To use the Call Center: 1. Open the call center. 2. Click the name of the call type from the Call Center section. The Call Center call type starts: Tip: The fields that appear, will depend on how you have configured the call type. We recommend that you configure each call type to begin with the Basic Customer Info command with the Auto Run check box selected. In addition, we suggest that you configure the command so that the last name field is before the first name so that you can utilize the Check Last Names feature (as configured in the Requirements Options dialog box). For more details, see the Defining Call Types section of the Implementation Manual. We strongly recommend that the database administrator responsible for configuring your Call Center call types attend the Call Center & Quoting Assistant class. For details, point your browser to 3. Type your customer's information in the blank customer information screen. 4. You can perform the necessary tasks on the regular ServiceCEO screen, or you can use the streamlined Call Center screens by clicking the appropriate link. For example, now that we ve accessed opened Kim Gordon s record, we could create a task that would automatically be linked to Kim's customer record. 37

38 Call Center Note: The text box at the bottom of the Call Center (under the Go to Other Calls button) is designed to be used as a notepad. You can enter any notes about the call into this box. Information entered into this notes box will be attached to the customer record while the customer record is open in the Call Center. Closing the call deletes the note, so make sure you copy all data in the Notes box to the appropriate section of the of the customer record before completing the call. This text box can also be used to switch between calls. See the Handling Multiple Calls with the Call Center section for more. 5. Click the link for the next task in the Call Center box. You may need to scroll down to see the all of the tasks in the Call Center box. Tip: You can skip between the different tasks in the Call Center as you see fit and as the customer provides you with the appropriate information. 6. Repeat steps 4-5 for all tasks in the call. 7. When you have completed all of the call s tasks, click Finish Call. The call will be completed. Handling Multiple Calls with the Call Center If, when using the Call Center, you are in the middle of one call, but need to start another, simply click the New Call button at the top of the Call Center. This will refresh the Call Center so that you can begin the new call in the usual manner. To switch between callers, click the Go to Other Calls button. The Call Notes box changes to the Other Calls box. This box displays all open Call Center calls currently on-hold. To return to a caller that is on hold, double-click the name in the Open Calls section. The Call center will remember the call type and question in which you were working when you put the call on hold and will open to that section. The previous call will open and the call that was open will now be on hold and located in the Call Notes box. Note: The Call Center can handle an unlimited number of calls. Closing the Call Center To close the Call Center: 1. Click the X button (located next to the New Call button). The Call Center disappears and the normal Navigator bar appears. 2. If you have any open calls, a Warning dialog box appears. 38

39 Call Center If you click Yes, you will be prompted to save the open calls before the call center closes. Clicking No will keep the Call Center open. 39

40 Jobs Jobs Jobs Overview A job is a service that you are providing to a customer. Performing jobs for your customers is typically the main function of your business. In ServiceCEO, you can also create schedules, so it is important to properly distinguish between a schedule and a job. A schedule is the service plan for a customer; basically, it is a job with a recurring frequency. A job, on the other hand, is a specific, one-time, service. When saved, a schedule will generate multiple jobs. The amount of jobs being created by a schedule depends on its frequency. When you attempt to open a job that is part of a schedule, you will be prompted to open the schedule (the "master job") or the specific job. The term Job are customizable. For more, see the Defining Vocabulary section of the Implementation Manual. To display all of the current jobs, tasks and estimates in ServiceCEO, click Jobs from the Navigator bar. The Jobs Calendar appears. You can either double-click a job to open it or right-click a job to display a pop-up menu of additional options. For more, see the Calendar Jobs Views section. 40

41 Jobs Calendar Views You can display the calendar in three main ways: 1. Daily. Click to display a specific day. 2. Weekly. Click to display a week (all seven days). 3. Monthly. Click to display an entire month. Note that you can customize how the monthly calendar appears; for details, see the Defining View Options section of the Implementation Manual. Caution: Time Blocks that have a duration of less then.5 hours will appear as a half-hour block in the calendar. This is a limitation of the calendar display. Tip: Selecting a time block from the Day or Week view displays details on the right side of the page underneath the Calendar Navigator. You can also control what jobs, estimates and/or tasks appear by using the calendar filter. For details, see the Filter Overview section. To change the displayed date or date range, use the following buttons: Previous Date Next Date Today's Date Available in the Daily and the Weekly views, the Calendar Navigator enables you to quickly move to and display any date. Click the grey arrow buttons on either side of the month to move forward or backward one month at a time. Click a date to display the date s jobs in the Daily or Weekly view. You can display the daily and weekly calendar view in three different formats: 1. Box View - displays a box for each job, estimate and/or task. 2. List View - displays a listing of all of the job, estimate and/or task. 3. Bar View - displays a bar for each job, estimate and/or task. You can double-click any job, estimate, or task to open it. 41

42 Jobs On the Day and Week Box and Bar views, you can right-click jobs and estimates to display a pop-up menu of additional options. These options are: Open/Edit Job as Project. Converts the current job or estimate into a project. Complete Job. Opens the job in the Completion Wizard. Cancel Job. Cancels the job or estimate. Work Order. Sends a work order of the job to the job's employee(s). See ing a Work Order to an Employee for details. Feedback. Opens the Feedback Wizard. Details. Displays a summary of the job or estimate in a dialog box. Send . If integrated with Microsoft Outlook, will open a new to the customer. Mail Merge. If integrated with Microsoft Word, will create a mail merge. See the Running a Mail Merge section for details. Phone Numbers. Displays the customer's phone numbers in a dialog box. New Transaction. Enables you to enter a new transaction for the customer. See the Transaction Overview section for details. Map Service Location. Will display the address at which the job/estimate is being performed in Microsoft MapPoint. Get MapPoint Directions. Displays directions in MapPoint. Note that no MapPoint options will appear if you are not integrated with MapPoint. Calendar Tabs The tabs at the bottom of the calendar page enable to you control the data that is displayed on the calendar. These tabs are: All. Displays all jobs, estimates, and tasks in ServiceCEO. Customers. Displays all the jobs, estimates, and tasks for a particular customer. Clicking the Customers tab displays the Select Customer to Display dialog box. Type your search criteria into the field and select the customer from the list box. Click OK to display jobs for only the customer you selected. Team. Display all jobs, estimates, and tasks assigned to the specific team you identify. Clicking the Team tab displays another series of tabs, one for each team. Select the tab corresponding to the team whose jobs you want to display (e.g. the 1999 Chevy Van team). Zone. Displays all the jobs, estimates, and tasks located in the zone you identify. Clicking the Zone tab displays a Select Zone to Display dialog box. Select the appropriate zone from the list box. Click OK to display only the jobs located in the zone you selected. 42

43 Jobs Employees. Displays all the jobs, estimates, and tasks assigned to the employee you identify. Clicking the Employees tab displays a Select Customer to Display dialog box. Type your search criteria into the field and select the employee from the list box. Clicking OK displays only the jobs assigned to the employee you selected. This tab does not appear on the Monthly view. All Teams. Displays all jobs, estimates and tasks, divided by team. Only available on the Bar view. Jobs Colors/Icons The Jobs page contains visual clues - colors and icons - to help you determine a job s status without actually opening the job. These colors and icons are based on the job s Status and Substatus fields. See the Defining substatuses section of the Implementation Manual for details on defining which icon and colors goes with which substatus. Moving Jobs via the Calendar Jobs, Estimates, and Tasks can be moved to different dates/times on the calendar in several ways: 1. Click and drag the item from its original date/time to another date/time. 2. Click-and-drag the item s boundaries to expand or contract its length. 3. Click-and-drag a job or estimate from the picklist. See the Picklists section for more. Creating a Task from the Calendar You can create a task from the Day or Week, Bar or Box view of the calendar. To do so: 1. Click Jobs from the Navigator bar (the third icon from the top). 2. Click either the Day or Week button. 3. Click the Box or Bar view. 4. Click and drag a box corresponding to the time to which you want to add a task. 5. Right-click your selection and select one of two values from the pop-up menu: o o Add New Task. The Task dialog box appears. New Task for Group. You can add a quick task for all groups (select All) or select a specific group from the pop-up menu. The Task dialog box appears with the group you selected identified on the Assignments tab. Groups are defined in the Security Options dialog box; see the Managing User Groups section of the Implementation Manual for details.) 6. Enter the details of the task in the usual manner. See the Creating a Task section for details. Note that the On Calendar check box will be selected by default. 7. Click OK. The task appears on the calendar. 43

44 Jobs Creating Jobs You can create a job from three locations within ServiceCEO: 1. The Customer list. Right-click a customer and select New Job from the pop-up menu. 2. The Jobs tab of a Customer record. Click New Job or select File > New Job. The Jobs page appears. 3. The Calendar. Navigate to and select the date on which you want to add a job. Click New, select File > New Job, or right-click a blank spot on the calendar and select Add New Job from the popup menu. Regardless of the method you use, the Select Customer for New Job dialog box appears. Search for the customer you want to use or create a new customer for whom you want to enter a new job. Click OK. The Jobs page appears, displaying the customer you selected. Once the new job is created, define the appropriate information on each tab of the Job record. For details, see the following sections. Caution: Depending on the length of your Active Period, a schedule may not automatically create all of the jobs you expect. Jobs that are scheduled to occur outside of the range of the current active period will be automatically created the next time the active period is extended. For more, read the Defining Active Period section of the Implementation Manual. Caution: Depending on what Scheduling Options you have defined, a warning dialog box may appear when you save a new or edited job. For example, if you create a job for an employee who is already committed to working on another job, and the Check Scheduling Conflicts when saving jobs and dispatching check box is selected, the Employee Availability Warning dialog box will appear. For details, see the Defining Scheduling Options section of the Implementation Manual. You can define several other options during job creation. For details, see the following sections: Estimates Overview Project Overview Picklist Overview Defining Frequency Task Overview 44

45 Jobs Jobs General Tab The General tab contains the job's basic information. When creating or editing a job, you will want to define some essential information about the job on the General tab: Summary. Type a brief description of the job. Address Name. Select the address at which this job will occur from the drop-down list. The values in this list correspond to the customer s defined addresses. See the Defining a Customer Address section for more. Start. When will the job start? Select a date from the Start drop-down list and enter a specific start time in the first scroll box. Man-hours/Duration. Enter the length of the job in the Man-hours or Duration field. The method of determining length is defined in the Scheduling Options dialog box. For details, see the Defining Scheduling Options section of the Implementation Manual. Caution: If you are using Man-hour based scheduling, when the sum of the duration of all of the services does not equal the amount entered in the Man-Hours field on the General screen, a dialog box appears, informing you of this discrepancy and providing you with the opportunity to synchronize them. Team. Select the team that will perform the job s services from the Team drop-down list. 45

46 Jobs SmartList. You can limit the teams that can be assigned to this job by selecting the SmartList check box. Doing so will only display the teams whose default values match the values assigned to the job (i.e., the customer's values and the values populating the Substatus and Appt. Type fields.). For more on a team's default values, see the Defining Team Lists section of the Implementation Manual. Note: To create a schedule (recurring job), click Frequency from anywhere within the Job record. See the Defining Frequency section for details. In addition to these essential fields, you can define some non-essential information as well: Window. The leeway, in hours, for which the team has for starting the job. For example, if the job is scheduled to start at 9:00 and has a window of one hour, the job must be started at some point between 8:00 and 10:00. Job Estimate fields. The Charge, Labor, and Materials fields are non-binding fields used to help you plan, manage and track your budgeting. These fields will not appear unless you select the Enable Manual Budgeting check box on the Scheduling Options page. Note that the Charge, Labor, and Materials fields will NOT determine the job s actual charges, duration, and products/services; they are only for informational purposes. Note: If the job was created via a won estimate, the Job Estimate fields will be automatically populated with the estimate's values so that you can compare and contrast the estimate s values with the job values in order to determine the estimate s accuracy. You can run the Job Costing report to compare the estimated labor from all of your estimates with the actual labor from the resulting jobs. See the Financial Reports section for more. Company Profile. If you are using multiple company profiles, select the job s profile from this drop-down list. By default, the primary profile is selected. See the Creating Multiple Company Profiles section of the Implementation Manual for more. On Picklist. Select this check box if you want this job to be located on the picklist. See the Picklists section for details. Substatus. You can use substatuses to define your job s situation with a greater degree of accuracy. See the Defining Substatuses section for more. Appt. Type. An appointment type is type of service being performed or the product being sold. See the Defining Appointment Types section for details. Sales Rep. Select the sales representative(s) that sold the job being created. See the Assigning Sales Representatives section for details. Note that any sales representative entered on the General tab of the customer record will automatically be populated here Campaign. Select the campaign effort that was the deciding factor in selling this job to the customer. Defining the campaign enables you to track the effectiveness of your marketing efforts. Campaign Notes. Enter any relevant notes about the campaign that helped sell this job. Default Service Contract. Only visible if the Service Contracts module is enabled. For more, see the Covering an Entire Job with a Service Contract section of the ServiceCEO Help System. 46

47 Jobs Caution: If the job is using Advanced Billing, then the Default Service Contract field will not appear. See the Defining Billing Properties section of the Implementation Manual for more on using Service Contracts with Advanced Billing. Default Equipment. Only visible if the Equipment module is enabled. For more, see the Selecting Equipment for an Entire Job section of the ServiceCEO Help System. Work Order / Invoice Notes. Enter any relevant notes about this job into the appropriate notes field. Any text present in the Work Order Notes and/or Invoice Notes fields appears on only this job's Work Orders or Invoices. Note: You can preview the job's work order and/or invoice from any tab of the job record by selecting File > Print Preview > Work Order or File > Print Preview > Invoice. Note: The Inventory button appears on the Job record if you have enabled ServiceCEO s Inventory module. For more on the Inventory module, see the Inventory Tracking Overview section of the ServiceCEO Help System. Team Availability. Click to display the Availability dialog box. For more details, see the Availability section. Capacity. Click to display the Capacity dialog box. See the Job Capacity section for details. Scheduling Assistant. Click to open the Scheduling Assistant. For more details, see the Scheduling Assistant section. Availability When scheduling a job, if you would like to see what jobs are currently assigned to what teams, click the Available button from the Job record's General tab:. The Availability Window appears, displaying the current team bookings the times that all teams are available for work. This can help you decide which team you will assign to the job by determining which teams are busy - or unavailable - for the defined time slot. 47

48 Jobs Note that the Availability Filter is automatically active and filters for the job's zone and skills. You can edit the filter by clicking Filter. The Availability Filter dialog box appears. To define the Availability filter: 1. Select the All Active Teams option button to display all teams. Select the Only Teams servicing [zone] option button (here the "Downtown" zone) to display all teams that service the current job's zone. (Zones are linked to teams in the Team dialog box; see the Defining Team Lists section of the Implementation Manual.) 48

49 Jobs 2. Select the check box corresponding to the skills you want on the job. Only teams whose employees have all selected skills will be displayed. For example, if one of the job's services is part of the "Installation Services" Service/Product Category, and Installation Services is marked as a skill, then only employees for whom this skill is selected will appear. For more on skills, see the Skills Overview section. Note that you do not need to select any skills. 3. By default, the Availability dialog box displays all scheduled jobs. Select the Work Hours and/or Hours Marked "Unavailable" to display these on the Availability dialog box as well. Tip: If at least one of the team's employees is unavailable for a particular time, then the time will appear as unavailable. 4. Click OK. The filter settings are applied. Job Capacity For an overview of capacity, see the Defining Capacity Management section of the Implementation Manual. To view capacity: 1. Select Tools > Capacity Management from any of ServiceCEO's main pages OR click from the General tab of the Job record. The Filtering Options tab of the Capacity page appears. 2. Select the capacity view you want to display: o o o All Data. Will display all of your capacity data. Zone. The Zone drop-down list appears. Select the zone whose capacity you want to display from the Zone drop-down list. Team. The Team drop-down list appears. Select the team whose capacity you want to display from the Team drop-down list. 49

50 Jobs 3. If necessary, select the product/service categories by which you want to limit the capacity view by selecting the appropriate check boxes. 4. Click Capacity Display or Continue>>. The Capacity Display tab of the Capacity page appears. The information that is displayed is controlled by your capacity configuration. See the Defining Capacity Management section of the Implementation Manual for details. 5. Select the slot for which you want to see the capacity break down. The Capacity Drill-Down dialog box appears. Note that you will receive an error message if you are not integrated with Microsoft MapPoint or if the customer's address is not a valid address in MapPoint. 50

51 Jobs Tip: The number after the team name indicates how many of the skills you selected in the Filtering Options section can be met by the team. The teams that best meet the selected skills will be displayed on the left side of the dialog box. Caution: The Capacity Drill-Down dialog box will not display correctly if you are not integrated with Microsoft MapPoint or if the customer's address is not a valid address in MapPoint. This dialog box displays all of your teams and a break down of each team's current capacity. 6. Based on the displayed information, select the team that you want to assign to the job. The team will be outlined in red. 7. Click Select Team and Close. The job record reappears. The team you selected in step six appears in the Team drop-down list. The varying time and window slots displayed in the Capacity Manager can be customized. See the Building Capacity and Depleting Capacity sections of the Implementation Manual for detailed instructions. 51

52 Jobs The Scheduling Assistant ServiceCEO's Scheduling Assistant is designed to help you find the ideal team for a job/schedule in order to maximize the efficiency of your team routing. Microsoft MapPoint must be installed on your computer in order for the Scheduling Assistant to work. 1. From a job record, click. The Scheduling Assistant dialog box appears. Caution: If you have Microsoft MapPoint installed on your computer, you can click Show MapPoint to display MapPoint to right of the Scheduling Assistant dialog box. In addition, you can limit MapPoint's display to the customer's job location by clicking Show Base Location or display all locations in your current filter parameters by clicking Show All Locations. 2. Select your filtering criteria from the Show Customers drop-down list. You can display all customers, customers within the same Zone as the current customer, or customers within the same ZIP Code as the current customer. 52

53 Jobs 3. Select the dates between which you want to see active jobs from the Show Jobs From: and To: calendar boxes. By default, the date range is a week into the future. As soon as you select any of your filter options (the Show Customers drop-down list and the Show Jobs From: and To: calendar boxes), the results of the filter automatically appear in the Customer list box. This list box displays all customers located near the current job's location and that also match your filter criteria. Caution: If you select a large date range, the performance of the Scheduling Assistant may suffer. We recommend you select a narrow date range, if possible. 4. Select the Include jobs at current location check box to include the location for the job you are creating in the results. This will show you if another job is already booked and, if so, enable you to determine if you should schedule this new job or edit the other job instead. 5. Select the customer whose jobs you want to view from the Step 1 - Customer list box. The customer's jobs appear in the Customer Jobs list box. 6. Select the Job that you might be interested in scheduling from the Step 2 - Customer Jobs list box. The jobs currently assigned to that job's team appear in the Team Jobs list box. 7. Review the jobs displayed in the Step 3 - Team Jobs list box. If this team is available and you want to assign the job to the team, click OK. If the match is not a good fit, you can refine your search settings or click Cancel to close the Scheduling Assistant. The Jobs Services/Products Tab The Services/Products tab enables you to add the individual services and product items you will perform or provide to the customer as part of the current job. If enabled, you can also add kits to the job from this tab. 53

54 Jobs Tip: To quickly search for a specific service or product, click the <search> field and type part of the service or product name or number. A list of possible matches appears. There are two methods of adding a product, service, or kit to a job: Double-click the product or service. Select the product or service and click Add. Tip: You can distinguish between products, services, and kits by using the icons: Services are indicated by Products are indicated by Kits are indicated by When the product, service, or kit is located on the right side of the page (i.e., the Step 2 section), it has been added to the job. Tip: To add products or services without a charge (i.e., $0.00 in the Price field), select the appropriate No Charge check box before adding the product or service to the job. To return to adding products and services with their default prices, deselect the necessary No Charge check box. Note: These check boxes only affect charges as they are added. Once a charge appears in the Step 2 section, you can edit the cost of any charge. To expand or contract the product or service lists, click the plus or minus box next to the master categories to display or hide the products or services in each category. Note: All hourly services added to a job will be automatically assigned the amount as entered in the Man-hours/Duration field on the job's General tab. If you update the Man-hours/Duration field at any point, all hourly services with the same quantity as the original Man-hours/Duration field value will automatically be updated to reflect the updated value. For example, if you have a job that will take 3 man-hours and two hourly services with a Quantity of 3, if you change the job's man-hours from 3 to 5, both services will be updated to have a Quantity of 5. To remove a charge from a job: Select the product or service and click Remove. Select the product or service and press Delete. To edit a product or service, you can either edit the relevant fields in the Step 2 section or double-click the product/service and make the necessary changes in the Charge Details dialog box 54

55 Jobs Editing Job Charges Once the product, service, or kit is located on the right of the Services/Products tab of a job record, you can adjust the Qty, Price and Description fields for it as needed. To edit the specifics of a product or service: 1. Double-click the product or service from the right side of the page. The first tab of the Price Change dialog box appears. 2. Change the product or service settings as necessary. Caution: If you are using Man-hour based scheduling, when the sum of the duration of all of the services does not equal the amount entered in the Man-Hours field on the General screen, a dialog box appears, informing you of this discrepancy and providing you with the opportunity to synchronize them. Tip: Depending on how ServiceCEO is configured, you may see additional information in this dialog box: If you have activated the custom fields in the Products & Services Options dialog box, they will appear in this dialog box for all products. See the Defining Products/Services section of the Implementation Manual for details. If you are using Service Contracts, the Service Contract Coverage tab appears. If you are using Equipment Tracking, the On-Site Equipment tab appears. If you are using Advanced Billing, click Billing Setup to define an Advanced Billing configuration. See the Defining Billing Properties section for details. 3. Click the Description tab. 4. By default, the product/service's description - as defined in the Product and Service Detail dialog box - appears. Change or edit this description as necessary. 5. Click OK. 55

56 Jobs Jobs Tasks Tab This tab displays all tasks that are associated with the current job. Double-click the appropriate task to display its details. You can add tasks to a job as well as edit existing tasks. For more on tasks, see the Tasks Overview section. Jobs Skills Tab The Skills tab of a Job record enables you to define the skills employees working on the job must have. Some skills may be required by all employees who work on the job (if the skill's Skill Req'd for All Emps check box is selected). If so, and the Check Skill Sets when saving jobs and dispatching check box is selected (see the Defining Scheduling Options section of the Implementation Manual), then, when the job is saved, ServiceCEO verify that all employees assigned to the job have the necessary skill. If not all employees have the necessary skill, a warning message will appear. To define a job's required skills, select the check box corresponding to each skill necessary to complete the job. There are three types of skills, as indicated in the Skill Type column: Manual. Created as a Skill. See the Defining Skills section of the Implementation Manual for details. Role. Created from an Employee Role. See the Defining Employee Roles section of the Implementation Manual for details. Category. Created from a Master Category. See the Master Service-Product Categories Overview section of the Implementation Manual for details. Note: Employees are assigned skills on their Skills tab. See the Employee Skills Tab section for details. Jobs Other Tab The Other tab contains five fields you can customize for your own use. For more details, see the Defining Custom Fields section. 56

57 Jobs Jobs Audit Log Tab If auditing is enabled in ServiceCEO, the Audit Log tab appears in all job and schedule records. This tab will record certain changes that are made to the job, including: Creating a job Changing specific job values: o Status o Substatus o Team o Invoice notes o Duration Completing a job Administrators can turn auditing on and off on the Database Options dialog box. See the Defining Database Options section of the Implementation Manual for more. To view an audit log: 1. Open the record for the job whose audit you want to view. 2. Click the Audit Log tab. Every event that generates an audit log entry will be displayed on this page. When viewing the audit trail for a single visit of a schedule, only the audit entries for that specific visit will be displayed on the Audit Log tab. If you are viewing the schedule as a whole, the audit entries for the schedule as a whole, including those for all of the schedule's jobs, will be displayed on the Audit Log tab. Editing Jobs You can edit a job from several places: 1. The Jobs tab of a Customer record. Double-click the job you want to open. 2. The Calendar. Navigate to and select the date on which the job is located. Either double-click the job or right-click the job and select Open Job from the pop-up menu. 57

58 Jobs Note: If you are opening a schedule (a recurring job), the Open Master Job dialog box appears. This dialog box prompts you to select which record you want to edit: Open this Job. Select this option button to open the individual visit you just selected. Open the Master Job. Select this option button to open the schedule of all of the job's visits. Click OK. The Job record appears. Once the job record is open, make your edits on the appropriate tab of the job record. When you are done editing the job record, click Save and Close. Your edits will be saved and the record will close. Canceling an Existing Job Due to the integrated nature of ServiceCEO, you can cancel a job from many different locations, including: A customer record The Calendar A job record The Dispatch Board The actions that occur when you cancel a job depend on the billing method you are using: When you cancel a job using Automatic Billing, its corresponding invoice is also deleted. When you cancel a job using Advanced Billing, the current invoice(s) is not deleted; instead, a new invoice is created that captures the credit of any charges existing on the original invoice. For both modes, canceling will get rid of all data - they will NOT get sent to the Recycle Bin. Note: If one of the job's invoice(s) is locked and you cancel the job, a new invoice will be created, containing charges that will adjust all of the job's charges to zero. For this reason, we recommend that you unlock any job invoices before you cancel a job. To unlock an invoice, open the invoice from either the customer's Billing History tab or the Billing Center and select No from the Locked? column to unlock the invoice. For more on locking invoices, see the Invoice Overview section and, if integrated with QuickBooks, the Unlocking Invoices that have been Exported section. Tip: If you would like to require all users to enter a note before canceling a job, click Job Options in the Requirements/Defaults Options dialog box. Canceling a Job from a Customer Record 1. From the appropriate customer record, click the Jobs tab. 2. Highlight the job you want to cancel from the job list. 3. Click. A Confirmation dialog box appears. 4. Click Yes to cancel the job. 58

59 Jobs Canceling a Job from the Calendar 1. Click Jobs from the Navigator bar. The Calendar appears. 2. Navigate to and highlight the job you want to cancel. 3. Click. A Confirmation dialog box appears. 4. Click Yes to cancel the job. Canceling a Job from the Job Record 1. Open the job in the usual manner. 2. Click. A Confirmation dialog box appears. Tip: You can also cancel the job by selecting Cancelled Job from the Status drop-down list (located on the job's General tab). 3. Click Yes to cancel the job. Removing an Employee from a Job Occasionally an individual employee may need to be removed from a job. For example, if Team A completed a job but team member John Doe was sick the day the team worked the job, you can remove John Doe from the job without removing him from the team. You can remove the individual employee from the job from two places: The payroll page of the Completion Wizard. The Dispatch Board Removing an Employee from a Job via the Completion Wizard If an employee has already been paid for a job, you cannot remove that employee from the job via the Completion Wizard. If an employee is removed from a job during completion, the employee's associated time card records are deleted as well. 1. Select Office Duties from the Navigator bar. 2. Click the Completion tab. 3. Select the job to which an employee needs to be added by selecting its Include check box. 4. Click Complete. The Completion Wizard appears. 5. Click Next until the payroll screen appears. 6. Click Delete. A confirmation dialog box appears. 7. Click Yes. The employee is removed from the job. 59

60 Jobs Removing an Employee from a Job via the Dispatch Board 1. Select Dispatch Board from the Navigator bar. The Dispatch Board appears. 2. Find the job from which you want to remove an employee. 3. Double-click the job. All employees assigned to the job appear. 4. Click the employee you want to remove and drag the employee to the Active Employees Assignments box. The employee will be removed from the job. 5. If the job is part of a recurring schedule, you will be prompted if you want to remove the employee from the single job or the entire schedule. Click Yes to remove the employee from the whole schedule. Click No to remove the employee from this single job. Estimates Overview In ServiceCEO, estimates are used to record proposed work for a customer. An estimate is identical to a job with one important difference: it records proposed rather then planned work. Note: Note that an estimate is different then a quote. In short, a quote is calculated via the Quoting Wizard, while an estimate is designed to be created manually, like a regular job. For more on the Quoting Wizard, please see the Using the Quoting Wizard section. At any point when creating a job, click Estimate to change it into an estimate. The Estimate button will remain depressed, indicating the job is an estimate. Changing a job into an estimate makes the following changes: The Start field becomes Est. Start The job s status automatically changes to Open Estimate The Work Order Notes and Invoice Notes fields combine into a single Notes field 60

61 Jobs Note: Estimates are not designed to serve as an appointment for an on-site estimate. To create a record for an on-site estimate, create a normal job for the on-site visit. You can always edit the job's information at a later date through the Completion Wizard. For tracking purposes, you can create an estimate when the employee returns from the on-site visit. Before you save the estimate, you can change an estimate into an active job by clicking the Estimate button again. The Estimate button will be deselected. If you are creating an estimate for a project, you must click the Project button before saving the estimate. You will not be able to turn an estimate into a project after the estimate is saved. When you ve completed entering the Estimate, the estimate appears in three places: As a line item on the customer s Jobs tab. The calendar, if the Filter is configured to display them. The Estimates tab in the Office Duties section. From here, you can view and manage all open estimates. To print out a copy of the estimate for review: Open the Estimate record. Click either (to immediately preview the estimate) or (to display a preview before printing). 61

62 Jobs When the customer accepts or rejects the estimate, you can close the estimate. To do so: If the customer accepts the estimate, open the estimate and click Won. The estimate will automatically be converted into an active job. If the customer rejects the estimate, click the Lost button. The estimate is be marked as lost and a job will NOT be created. Tip: You can assign yourself a task from the Sales Log/Tasks tab in order to remind yourself or other users to follow up the estimate with the customer. For details about entering a task, see the Tasks Overview section. Tip: To require users to enter a note when marking an estimate as won or lost, you must select the winning Estimates and/or losing Estimates check boxes in the Jobs section of the Requirements Options dialog box. Project Overview A project is a job that requires multiple visits or teams. Examples of projects include: A floor building project that requires two separate teams to perform a service on one floor one visit to do the general construction, and one to clean and buff the floor to perfection. A fire restoration job that requires a team to make two visits to a site one to set up fans and other drying equipment, and another visit to pick up the equipment after the site is dry. Note: All generated work orders will be attached to single project. For projects using automatic billing, a project will combine all of its visits on a single invoice (as opposed to creating multiple individual jobs, each of which has its own invoice). The invoice will be created after the first visit is completed and will automatically be marked as sent after the project's last visit. Invoices for projects using Advanced Billing will be invoiced depending on the project's individual billing settings. Revenue associated with projects will appear on the revenue report based upon the date of each visit. Tip: You must have the project management option enabled before you can create projects. See the Defining Scheduling Options section of the Implementation Manual for details. 62

63 Jobs The Project Control Panel The Project Control Panel is where you define all project settings. It was designed to let you make all of your project and visit level actions and edits from one location. Tip: To optimize use of the Project Control Panel, we recommend you have at least a 19 inch monitor (minimum 1280 x 1024 resolution). You can open the Project Control Panel in two ways: 1. Create a job in the usual manner and click Project. Caution: Click the Project button before adding products, services, and/or kits or saving the job. These will be added once the project is created. 2. Via the right-click menu. See the Right-click Menu section for more. Tip: Both jobs and schedules can be converted into a project. When converting a job that hasn't yet been saved, the charges will be added to the Project Pool as project-level fixed charges. When converting existing jobs to a project, the project will, by default, contain one visit, and all of the job's charges will be distributed to this visit as Visit Only charges. Caution: All required job fields must be defined before you can turn a job into a project. See the Defining Requirements section of the Implementation Manual for details. The Project Control Panel 63

64 Jobs There's a lot of information on this page. However, the data is split up into different sections. Let's take a detailed look at each section of the Project Control Panel below: Project Summary. The Project Summary section displays information common to the entire project (i.e., information shared with each visit). See the Project Summary section for details. Master Product and Service List. Displays all of your Master Products and Services in a list format. See the Master Product and Service List section for details. Operation Control. Controls how products and services are added to the project and/or individual visits. See the Operation Control section for details. Project Pool. A listing of all products and services in the project (both project-level and visit-level charges). See the Project Pool section for details. Detailed Visit Information. Displays all of the visits in the project. Can be expanded to see the details about each visit; see the Project Visit Details section for details. Visit Details Menu. Actions that you can perform on the individual visits. See the Visit Details Menu section for details. The active visit's (the visit being worked on) caption bar is bright blue. For example, in the screenshot above, the active visit is visit 4. All of the scheduling tools will function on the active visit. Use the splitters between the various portions of the screen to increase or decrease the size of each section. You can also use the Hide Master List check box to increase your screen real estate. More details on each section are located below. Project Summary The Project Summary section displays the information that each visit shares. These fields are: Customer. A read-only field displaying the project's customer. Summary. A description of the project. In other words, the name of the project. Status. The project's status. Location. If a customer has multiple locations, select the project's location from the drop-down list. You will be prompted to make this the location of all active visits. If you click Yes, the new location will be added to all active visits. If you click No, the new location will only apply to newly created visits. Sales Reps. The project's Sales Representatives. For details, see the Assigning Sales Representatives section. Master Product and Service List The Master Product and Service list box works in the same manner as it does in a regular job; you can search for and select the products/services you want to add to the project and/or visit(s). Note that actually adding the selected product/service to the project is performed in the Operation Control section. 64

65 Jobs Operation Control This section controls how you can add Master Products and Services to the project and/or individual project visits. This section replaces the multi-step Charge Details dialog box in previous versions of ServiceCEO. Your options are: Hide Master List. Select this check box to hide the Master Product and Service List section. Typically used after you've added your products and services to the Project Pool in order to save screen space. Quantity to Add. Type in the amount of the selected product/service you want to add to the Project Pool or individual visits. Add to... These option buttons control where the product/service is added. o o o Add to Project Pool. Will add the product/service to the Project Pool. Add to New Visit. Will add the product/service to a new visit, automatically created when you click Add Charge. The product/service will appear in the Project Pool as a visit only charge. Add to Selected Visits. Used in conjunction with the Visits Grid. Tip: When you add a product/service to a specific visit, it will also appear in the project pool as a Visit only charge. Visit only charges can be identified by their icons: and. Charge Type. Indicates how the product/service will be charged in the project. Your options are: o Fixed. A Fixed charge is only entered once and will not change as work is performed or completed. It will remain the same regardless of the amount of man-hours or the number of visits in which it takes to complete the service. o Fixed (Visit Tracking). A fixed charge where you can edit portions of the product/service s charge with every visit. The equivalent of selecting the Schedule and complete portions of this charge with each Visit check box in previous versions. o Variable. A variable charge is incurred incrementally as work is completed. Due to the flexibility of this option (you can adjust charges based on on-site job changes), we suggest using this option. Tip: Regardless of what you have selected in the Charge Type section, all Flat Fee charges will automatically be added to the project as a Fixed charge. Add Charge. Clicking Add Charge acts differently depending on where you are adding the charges from and the selected Add to... option. o o If you select a product/service from the Master Product and Service list, clicking Add Charge adds it to either the Project Pool or individual project visits depending on what Add to... option button you select and/or what's selected in the Visits Grid. If you select a product/service from the Project Pool, clicking Add Charge adds it to project visits depending on what's selected in the Visits Grid. 65

66 Jobs Visits Grid. The visits grid enables you to select the visits to which you want to add a product/service. Only used if the Add to Selected Visits option button is selected. o <Click to select or deselect all Visits>. Selecting this check box will select or deselect the check boxes corresponding to all project visits in the visits grid. o [name of specific visit]. Select the check box corresponding to a specific visit to add a product/service to that visit. Project Pool The Project Pool displays all charges that are part of the project, either as a whole, or as part of an individual visit. The project pool fields are: Icon. Indicates if the charge is a service, product, kit, or a visit-only charge. Charge Type. Displays the type of charge. Part Number. If a product, displays the part number. Name. Displays the product/service name. Quantity. The number of units in the project. Not applicable to Flat Fee Services. Quantity on Visits. Displays the number of units applied to visits. Not applicable to fixed charges. Quantity Remaining. Displays the quantity in the project pool that has not yet been distributed to a visit. Not applicable to fixed charges. Price. The complete price of the product/service. Explanation. The description of the product/service. The Auto filter Visits check box will filter each visit for only the charge that is selected in the project pool. For example, if you selected the Chair and Couch fixed charge and selected Auto filter Visits, the expanded visits will only display the Chair and Couch charge that are assigned to that visit. See the Project Visit Details section for details. Tip: To display the visit to which a visit-only charge is assigned, right-click the charge and select Find Visit. The visit will display in the Detailed Visit Information section of the Project Control Panel. 66

67 Jobs Project Visit Details The Detailed Visit Information section displays information regarding all of your project visits. Note: To expand a visit to see the visit's details, you can either double-click a visit's header, click Expand Visits from the Visit Details menu, or right-click the header and select Expand from the pop-up menu. For example, in the screenshot above, you could double-click the blue line displaying [3] Multi-Visit Project - 3. To contract the visits, either double-click the visit's header or click Collapse Visits. The fields that appear for each project visit are: Summary. The name of the project visit. Date. The date on which the visit is scheduled to occur. Start Time. The time at which the visit is scheduled to begin. Window. The leeway, in hours, for which the team has for starting the job. Man-hours. The length of the project visit. Team. The team that is assigned to the project visit. Status. The visit's status. Substatus. The visit's substatus. Work Order Notes. Any notes that will appear on the visit's work order. Note: If the Auto filter Visits check box is selected, the project visit may not display all of the project's charges. If the filtering is enabled, the bottom of the project visit will display text stating X rows (filtered). Visit Details Menu The Visit Details Menu enables you to control aspects of the project visits. Add Visits. Works with the spin box to add a number of visits to the project. See the Adding Visits to a Project section for more. Cancel Visit. Click Cancel Visit to cancel the active project visit. Note: If you click Cancel Visit for an unsaved visit, the visit will be removed from the project (i.e., it will not appear as a cancelled visit; it will be deleted). Collapse Visits. Displays all project visits in their most condensed state. Expand Visits. Displays all project visits along with all of their details. 67

68 Jobs Update Visits. Displays the Global Visit Update dialog box, where you can edit details about the project. See the Editing Project Visits section for more. Extra Tools. The Team Availability, Capacity, and Scheduling Assistant buttons work in the same manner as a regular job. For details, see the appropriate sections. SmartList. Enables use the Default Team functionality. See the Default Team section for details. Ignore Validation Warnings. If this check box is selected, no Overtime, Skills, Man-hour, Employee Overlap, or Employee Availability warnings will display when saving the project. We recommend you only use this check box if you know that conflicts exist and you do not want the warnings to appear. Project Actions The following are step-by-step instructions for how to perform some common project actions. Adding Project Visits To add visits to a project: 1. Type the number of visits you want to add in the Add Visits field (located in the Visit Details section of the Project Control Panel). 2. Click Add Visits. The Visits appear in the Detailed Visit Information section. Tip: To copy a visit, right-click the visit's header and select Duplicate Visit from the pop-up menu. A new visit appears, identical to the original, scheduled for the next working day after the day of the project's last visit. The project pool is updated to reflect the new charge(s). Editing Project Visits You can edit project visits from the Project Control Panel in three ways: Via the Project Control Panel. See the Editing Project Charges section. Via a job window. Right-click the header for the visit you want to edit and select Open Visit from the pop-up menu. The visit record appears. Edit the visit in the same manner as a regular job. See the Editing Jobs section for details. Via the Global Visit Update dialog box. To update all of the project's future visits, click Update Visits from the Project Control Panel. The Global Visit Update dialog box appears. 68

69 Jobs To edit a value in this dialog box. select the check box corresponding to the field you want to edit. Type or select the new value. Click Update when done. All visits scheduled to occur in the future will be updated to reflect these new values. Visits that have already occurred will not be affected. Tip: You will also be able to edit project charges when you complete the visit in the Charges page of the Completion Wizard. Canceling Project Visits 1. Select the visit you want to cancel. 2. Click Remove Visit or right-click the visit's header and select Cancel Visit from the pop-up menu. A confirmation dialog box appears. 3. Click Yes. The visit's status will be changed to cancelled. Adding Visit Charges To add a charge to a project and/or visit: 1. Search for and select the product or service to which you want to add to the project or visit from either the Master Product and Service List or the Project Pool. 2. Select the appropriate options in the Operation Control section. 3. Click Add Charge. The charge is added to the project pool and/or visits, depending on the selections you made in the Operation Control section. 69

70 Jobs Tip: To display the visit to which a visit-only charge is assigned, right-click the charge and select Find Visit. The visit will display in the Detailed Visit Information section of the Project Control Panel. Note: Fixed charges can either be added to the project pool and not distributed, or added directly to a project visit (by using the Add to New Visits or Add to Selected Visits option buttons). A fixed charge in the project pool is intended to be a single charge for the entire project; it will not appear on any of the work orders, but will appear on the invoice. For example, if you needed to charge a $50.00 Environmental or Disposal Fee on a project, but didn't want it appearing on any of the visits, you would add it directly to the project pool. However, if you need a fixed charge to appear on a visit's work order, add it directly to the visit. The charge will appear grayed out in the project pool. Editing Visit Charges You can edit a charge on a project in one of two ways: Through the Project Control Panel. Simply click in the field you want to edit and type a new value or select a new value from the drop-down list. You can edit charges on a visit or in the Project Pool. Caution: You will not be able to edit a visit-only charge in the Project Pool. You will need to edit these charges in the project visit to which it is assigned. Through the Charge Details dialog box. Either double-click the charge or right-click the charge and select Open charge editor from the pop-up menu. The Charge Details dialog box appears. You can then edit the charge's values in the same manner as you can on a regular job. Tip: The Charge Details dialog box will appear differently depending on where you access it. If you access it from the Project Pool, you will see the Charge Type tab, where you can define the charge's Charge Type and Reporting Details. This tab will not appear if you access it from a project visit since it is assumed you defined the charge's distribution through the project control panel. You can remove a charge from both the project pool and a visit by right-clicking the charge and selecting Remove charge from the pop-up menu. Right-click Menu A new right-click option exists where you can turn an existing job into a project. This option is available from three places: The Calendar The Dispatch Board The Completion and AutoComplete tabs of Office Duties Simply right-click each job and select Open/Edit Job as Project from the pop-up menu. The job will appear in the Project Control Panel as a one visit project. All charges will be one the one visit. You can then edit the job as a project. 70

71 Jobs Picklists Overview Most booked jobs are assigned a specific date and time. However, some customers may not know exactly when they will be available for service. You can put these jobs onto the Picklist. The Picklist is a list of active jobs without a specific engagement time (i.e., a job without a defined start date/time). When the customer decides when they want their service to occur, you can schedule it by clicking and dragging the job from the Picklist to the calendar. Note that before you can use the picklist, you must first enable the use of Picklists by selecting the Enable scheduling Picklist check box in the Scheduling Options page. See the Defining Scheduling Options section for more. To put a job on the picklist: 1. Open or create a job. Tip: Since a job needs a date before it can be saved, we suggest using the Last Promised By date. 2. On the job record s General tab, select the On Picklist check box. 3. Save the job. The job is now flagged for inclusion on the picklist. 4. Click Jobs or Dispatch Board from the Navigator bar. 5. Click Open Picklist. The Picklist dialog box appears beneath the normal page. 71

72 Jobs 6. Click and drag the job that is ready for service from the picklist to the desired spot on the calendar or dispatch board. ServiceCEO will assign the date and time that was indicated from the calendar to the job record. Tip: For more information about the picklisted job, double-click the job from the Picklist dialog box. The job record appears. Right-click the job to access additional job options. 7. The tabs at the bottom of the picklist enable to you control the jobs that are displayed on the picklist. These tabs are: o o o All. Displays all picklisted jobs. Team. Display all picklisted jobs assigned to the specific team you identify. Clicking the Team tab displays a Select Zone to Display dialog box. Select the team whose jobs you want to display and click OK. Tip: To display the employees for each team in the Select Zone to Display dialog box, select the View Employees check box. Zone. Displays all the jobs located in the zone you identify. Clicking the Zone tab displays a Select Zone to Display dialog box. Select the appropriate zone from the list box. Click OK to display only the jobs located in the zone you selected. 72

73 Jobs Note: All picklisted jobs will still appear on the Route Sheet. Completing a Job Completing a job is the process of entering all the job's final information after service occurs. In effect, you are telling ServiceCEO that this job is completely finished. A job must be completed before its final information can be used in reports, QuickBooks, payroll, etc. There are two methods of completing a job: Auto Complete. Using Auto Complete completes the job without prompting you for more information. Thus, in order to use Auto Complete, the information that was entered when the job was created must be accurate. In other words, you should only use Auto Complete if no changes were made to the job since its creation (i.e., no additional employees were added to the job, no adjustments made to charges and payroll, the times remained the same, etc.). If any changes were made to the Job, complete the job with the Completion Wizard rather then Auto Complete. For more details, see the Auto Complete section. The Completion Wizard. The Completion Wizard is designed to complete jobs whose data has been edited after job creation. The Completion Wizard walks you through a series of screens where you review, edit, and enter the job s final information. For more details, see the Completion Wizard Overview section. Viewing Employees that Worked on a Job You can quickly view the employees that worked on completed jobs by using the Serviced By button. 1. Open the Jobs tab of the customer record containing the job you want to view. 2. Highlight the completed job you want to view. 3. Click Serviced By. The Serviced By dialog box appears, displaying a list of employees that worked on the job (including sales reps). 4. If needed, select an employee and click View Payroll. The Payroll page of the Completion Wizard appears, displaying the employee's payroll for the job in a read-only format. 5. Click Close. 73

74 Employees Employees Employees Overview Employees are the people you employ to perform work for customers. The Employee List is a comprehensive listing of the employees in the system. You can control what employees appear on the main employee list in two ways: Filter. For details, see the Filter Overview section. Tabs. By default, the All tab is selected, displaying all employees in ServiceCEO. To limit the employees by tabs, click one of the tabs at the bottom of the page; only employees whose last name starts with one of the letters or numbers you selected will appear. For example, in the above screenshot, if you select the PQRS tab, only Mike Rogers, Ricky Roma, Takeo Spikes and Thomas Pynchon appear. To open an employee record, double-click it. An employee record details the employee s general administrative information, such as their address, phone, and social security numbers. In addition, the record also contains the employee s personnel file, payroll information, emergency contacts, available work hours, skill sets, and any resources or equipment the employee has signed out. Tip: You can search for a specific employee in several ways. See the Searching for Customers/Employees section. 74

75 Employees Creating a New Employee To add a new employee in ServiceCEO: 1. Click Employee from the Navigator bar. The Employee List appears. 2. Click New or select File > New Employee. The General tab of a new employee record appears. 3. Enter the employee's data on the relevant tabs. See the following sections for details. 4. When done, click Save and Close. The Employee List appears, displaying the new employee. Employee General Tab The General tab of an employee record enables you to define the employee s basic contact information. Note: Entering data on the employee s General tab is very similar to entering data on the General tab of a customer record. The General tab enables you to define the employee s default information. Important fields on this page include: Full Name. Click the Full Name button to enter the Employee s name in the Full Name dialog box. See the Defining Contact Information section for more. Address. Click Address to define the employee s address in the Address Information dialog box. See the Adding an Employee Address section for more. Status. This field defines the employee s current status. Most employees will be Active. 75

76 Employees Tip: ServiceCEO will automatically assign the Active status to all new employees. When an employee is no longer in your employment, you should change his/her status to Inactive. Additional values include Leave, Other, Prospective, and Terminated. Title. A read-only field. Subtype. The Subtype drop-down list enables you to further organize your employees. The values that appear in this drop-down list are defined by you; for more, see the Defining Employee Subtypes section. Default Role. You must assign a default role before leaving this tab. For more on roles and how they affect employee payroll, see the Employee Payroll Setup tab section. Notes. You can use the large notes field at the bottom of this tab to record internal notes about this employee. Adding Employee Addresses You can only define one address for each employee. To add or edit an employee address: 1. Click Address from the employee record s General tab. The Address Information dialog box appears. 2. Type the street address into the first Address: field. The additional Address fields are for apartment numbers, building numbers, suite numbers, etc. 3. Type the employee's city into the City field. 4. Type the abbreviation for the employee's state into the State field. 5. Type the employee's ZIP Code into the ZIP Code field. 6. Click OK. The address appears on the General tab of the employee record. Defining Employee Commissions To define an employee's commissions: 1. From the employee's Payroll Setup tab, click Edit Commissions. The Per-Employee Commissions dialog box appears. 76

77 Employees The Edit Commissions button is only active if Commissions, Flat Fee Plus Commissions, or Hourly Plus Commissions is selected from the Payroll drop-down list on the employee's Payroll Setup tab. The line items that are grayed out are the commissionable Products and Services whose commission rate cannot be edited for individual employees. Tip: You can define customer or job specific sales representative commissions in the Payroll-Sales Reps dialog box. See the Assigning Sales Representatives section for more. 2. Type the percentage rate at which you want to calculate this employee's commissions for the commissionable products and services in the Apply Rate spin box. 3. Click...to Original Items to apply the rate in the Apply Rate field to all commissionable products and services as the original commission rate. 4. Click...to Add-On Items to apply the rate in the Apply Rate field to all commissionable products and services as the Add-On commission rate. Note: Add-on commissions are a way for you to provide an incentive to employees who upsell products and/or services onsite by offering them a higher commission rate. This add-on rate will apply to any products or services added to the job using the Completion Wizard. 5. Edit the individual Original and Add-On rates for each product and service by double-clicking in the appropriate field and typing in the new commission rate. 6. When complete, click Save. 77

78 Employees Employee Detail Tab The employee record's Detail tab records details about the employee. Most of these fields are for informational purposes. The non-intuitive fields are described below. Custom Fields. The five Custom Field fields on this page are customizable. You can use them in whatever manner you see fit. See the Edit Custom Fields section for details. Web Access. Click Configure to setup employee web access to ServiceCEO (via a cell phone or handheld mobile device). For more details, read the Mobile Tech Access Setup Guide document, located at Max Chars. The Max Chars field is linked to Mobile Tech web access. Enter the maximum amount of characters your employee s remote access device can display. When ing your mobile technicians, the number in the Max Chars field and a Character Count field limit the size of your to ensure it will display correctly on your mobile technician s remote device. Employee Signouts Tab The Signouts tab of an employee record is used to track tools that have been entrusted to this employee. Examples of items that might be signed out include cell phones, toolkits, vehicles, uniforms, ladders, power washers, etc. Entering these items as a signout in the employee s record ensures that you can track the status of all of your assets within ServiceCEO. 78

79 Employees Creating a Signout To create a new signout for an employee: 1. From the employee's Signouts tab, click Sign Out. The Item Signout window appears. 2. Type a description of the Signout in the Description field. 3. Type or select the number of Signouts in the Quantity spin box. 4. Type or select the amount it would cost to replace the item(s) in the Replace Cost spin box. 5. Select the date on which the item(s) was signed out from the Date Out calendar box. 6. If the employee must return the item(s), select the Must Return check box. The Return By field appears. 7. If you selected the Must Return check box, select the date on which the item(s) must be returned from the Return By calendar box. 8. Type a note into the Notes field, if necessary. 9. If a Signout agreement has been signed, select the Agreement check box. 79

80 Employees Tip: If you have a signed agreement, we recommend you attach it to the employee's record as a link. See the Adding a Link to a Record section for more. 10. Click OK. The Signout appears on the employee's Signouts tab. Editing a Signout To edit an employee signout: 1. From the employee's Signouts tab, double-click the Signout you want to edit. The Item Signout dialog box appears. 2. Make the necessary edits to any of the fields. See the Creating a Signout section for details. 3. Click OK. The employee's Signouts tab appears, displaying the edited Signout. Returning a Signout To mark an employee's signout as returned: 1. From the employee's Signouts tab, double-click the Signout you want to mark as returned. The Item Signout dialog box appears. 2. Click Returned. The Signouts tab appears, displaying the Signout with a value of Yes in the Returned column. After you mark a Signout as returned, the Item Signout dialog box will display the date on which the Signout was returned. Employee Personnel File Tab The Personnel File tab tracks feedback concerning the employee or jobs on which the employee worked. Notes can be attached to an employee via the Personnel File tab or via the Feedback Wizard. For more on the Feedback Wizard, see The Feedback Wizard Overview section. Tip: Notes can also be added to an employee via a customer or job record and then linked to a particular employee. 80

81 Employees Notes can be used to track performance, capture comments, or save any other necessary information. To learn how to add a note, see the Adding a Note section. Employee Links Tab The Links tab is a great way to store documents pertaining to an employee so that they are easy to find and are accessible to everyone opening the employee record. For example, you could link the employee s application and background check to their employee record. You can also link other entities in the ServiceCEO database to an employee record, including other employees, jobs, customers, etc. For details on adding a link to an employee record, see the Adding a Link to a Record section. Employee Payroll Setup Tab The Payroll Setup tab of the Employee record enables you to define the employee's payroll. A unique payroll configuration can be defined for each role for which the employee is eligible. 81

82 Employees To define an employee's Payroll Setup: 1. Open the Payroll Setup tab for the employee for whom you want to define payroll. 2. Select the option button corresponding to how the employee will be paid: Pay Hourly, Flat Fee, or Commission only. The employee will not be paid a salary; instead, they will be paid based on their role's Payment Type and Pay Rate. Pay Salary. In addition, type the employee's yearly salary into the field. Salary is a simple calculation. When paychecks are created, ServiceCEO divides the employee's annual salary (as defined here) by the number of pay periods per year (as defined in the Payroll Setup Wizard). Caution: If a salaried employee has a mid-cycle change (hiring, firing, raise, etc.), you will need to make an adjustment to that employee's payroll to account for the repercussions of that change. For example, if you fire an employee on the second Tuesday of that employee's pay period, you will need to create an adjustment to remove the payment for Wednesday-Friday from the paycheck. In addition, if you do not create a paycheck for a salaried employee before the end of the next pay period, a payment will not be created for that employee's "skipped" pay period

83 Employees 4. If you selected the Pay Hourly, Flat Fee, or Commission only check box, you can elect to select one or both of the following check boxes: Pay Based on Work Hours. Select this check box to automatically change all of the employee's work hours using the "Available (Unpaid)" time code to the "On Clock (Paid)" time code. Since all employee work hours marked with a "Paid" time code will generate employee pay, the employee will be paid based on these work hours UNLESS they are working on a job or task, in which case the job or task's pay rate will apply. For example, if an employee has work hours from 8:00 AM to 5:00 PM and is scheduled to work a job from 1:30 PM to 5:00 PM, the employee will be paid two rates: the employee's default role for the time 8:00 AM - 1:30 PM (the work hour rate) and the rate for the role on which they are working on the job from 1:30-5:00 PM. Note: The Pay Based on Work Hours check box will already be selected if you selected the I pay my employees for a full shift, regardless of how many jobs they work on during that shift check box in the Payroll Setup Wizard. See the Using the Payroll Setup Wizard section of the Implementation Manual for details. Guarantee Minimum Pay. Enter the employee's minimum pay into the field and select a qualifier from the drop-down list. If the employee's pay falls short of this amount, an adjustment will automatically be added to their paycheck during paycheck generation. 4. Select the Edit Time Cards in Office Duties check box if you want to use time cards to track the time your employees actually worked. Doing so means that a supervisor will need to review and submit time cards for this employee. If this check box is not selected, you can generate a paycheck for the employee without saving the employee's time cards. See the Editing/Reviewing Time Cards section for details. Note: The Edit Time Cards in Office Duties check box will already be selected if you selected the I want to review employee's work hours, jobs, and tasks and enter those hours on time cards check box in the Payroll Setup Wizard. See the Using the Payroll Setup Wizard section of the Implementation Manual for details. 5. Select the Exempt check box if you do not want this employee to accumulate overtime pay. For more on overtime, see the Defining Overtime Rules section of the Implementation Manual. 6. If you are integrated with a General Ledger account, click the Payroll Expense Account to indicate the account to which you want to export this employee's payroll. 7. Select the Default check box for the employee's default role. The role you select will be the role the employee assumes on every job, unless specifically assigned to another role. By default, all employees are assigned a role of either General or Sales Rep. Note that the default role is also listed Note: You can define an employee as being a sales representative by selecting the Default or Eligible check box for the Sales Rep role. 83

84 Employees 8. Select the Eligible check box for all roles for which the employee can perform. Note that the Eligible check box is automatically selected for the employee's Default role, as selected on the employee's General tab. Changing the employee's default role on one tab will automatically be reflected in the other tab. Note: You cannot edit the values in the Role column. They are defined in the Roles dialog box; see the Defining Employee Roles section of the Implementation Manual. 9. For every role for which the employee is eligible, select a default payment method from its Payment Type column. Your options are: o o o o o Not Paid. The employee is not paid for work performed as this role. Flat Fee. The employee earns the same amount the amount defined here regardless of the job being performed. Hourly. The employee earns an hourly rate. Commissions. The employee earns only a commission for each job. See the Defining Employee Commissions section for details on defining commission rates. Flat Fee Plus Commissions. The employee earns a standard amount plus any applicable commissions. o Hourly Plus Commissions. The employee earns an hourly rate plus any applicable commissions. Note that if you are paying an employee for their work hours, the employee's default role must have a payment type of Hourly. If the payment type is Flat Fee or Commissions, the employee will not be paid for their work hours. Note: A commission is a rate of pay provided to employees for services rendered. A commission s rate is defined by the product or service being sold or preformed. The Completion Wizard automatically processes commissions during job completion, calculating employee s pay and, if necessary, automatically dividing up the commission amongst multiple employees. The method of splitting commissionable charges, along with the rest of the payment types, can be changed in the Payroll Options dialog box; for details, see the Defining Payroll Options section of the Implementation Manual. Tip: No matter what the employee s default payroll method is, you can always change it for an individual job on the Payroll page of the Completion Wizard. 10. Type the specific amount the employee will receive for the role in the Pay Rate field. This field will not be active if you selected Commissions form the Payment Type column. 11. If you selected a payment type that includes commissions, click the Commissions field and then. The Per-Employee Commissions dialog box appears, where you can define the commissions for the role. See the Defining Employee Commissions topic for details. 12. When complete, click Save and Close. 84

85 Employees Employee Skills Tab The Skills tab of the employee record is designed to record all of the skills for which an employee has been trained. Skills are the abilities a particular employee possesses. An employee has no skills unless explicitly defined or implicitly inherited. Employees can be assigned two different types of skills: 1. Implicit - Inherited from Roles. If an employee is eligible for a role that is also a defined skill, then the employee is automatically assigned the skill. 2. Explicit - Manually entered on an employee's Skills tab. There are three types of skills: Manual. Entered in the Skills dialog box. See the Defining Skills section of the Implementation Manual for details. Category Based. A Service/Product Category that doubles as a skill. See the Master Service- Product Categories Overview section of the Implementation Manual. Role Based. Entered in the Employee Roles dialog box. See the Defining Employee Roles section for details. Tip: To make skills a requirement for saving a job, select the Check Skill Sets when saving jobs and dispatching check box from the Scheduling Options dialog box. This will ensure that the skills selected on the Skills tab of the job match the skills of the employees assigned to that job. Caution: Since some employee skills are determined by Master Products and Services, should you decide to edit the Master Service/Product Category list, you may also need to edit your employee skills. To add or edit employee skills: 1. From the employee record, select the Skills tab. The Employee Skills dialog box appears. 85

86 Employees 2. Select the check box corresponding to every skill the employee can perform. 3. Click Save. An employee s skills help determine their availability for a job. For more, see the Availability section. Employee Payroll History Tab Most payroll entries will be entered via a job through the Completion Wizard. However, not all payroll entries are linked directly to jobs. For example, an employee bonus would not be connected to a specific job. These payroll entries can be directly added to the employee via the Payroll History tab; see the Adding a Payroll Item section for more. Other ways payroll can be generated include: Completing a payrollable task. See the Completing a Task section. Creating Bonus Commissions. See the Defining Bonus Commissions section of the Implementation Manual for details. Regardless of how they re entered into ServiceCEO, all payroll entries are displayed on the employee s Payroll History screen. 86

87 Employees You can double-click an entry to view its details: Paycheck. The Paycheck report appears, displaying the details about the paycheck. Jobs/Tasks. The Payroll page of the Completion Wizard appears in a read-only format. Adjustments. The Adjustments dialog box appears. The check box in the Paid column will be selected if the item is located on a paycheck. To display data from the past, click the appropriate Showing last X months of data. Click here to see more. line. Each time you click the line, it will display another two months of data. Caution: You may experience performance issues if you are displaying data for a long time frame. If so, simply close and reopen the customer record. Doing so will reset the time frame back to two months for all three sections. Payroll Time Card Overview A time card is a records that records the employee's work for that day, including start time, the jobs and tasks scheduled for the day, the employee's work hours, and any applicable travel time. Employee Time Cards are accessible from two locations: The Time Cards tab. Click the Time Cards tab in the Office Duties section to display a list of employees who are active and have selected the Edit Time Cards in Office Duties check box on the employee's Payroll Setup tab. Double-click a row to open that employee s time cards. The Employee Record. Click Time Cards from the employee record's toolbar. 87

88 Employees Regardless of how you access it, the employee's time card appears. Note: If a time block does not end at the :00 or :30 mark, the time block may appear to be overlapping with the next time block on the time card's calendar. This is a limitation of the third-party calendar control in ServiceCEO. Each time card contains the following columns: In. The start time of this time block. Out. The end time of this block. Time Code. The time block's assigned time code. Inherited from either work hours or from the type of time block (i.e., jobs are automatically assigned the Job time code, etc.). Description. If data from a parent record (i.e., a job or task) exists, it will appear as read-only text. Otherwise, you can add notes in this field. Role. The role the employee is performing during this time block. Displayed if the employee has more then one role. The first time a user views a time card for a given day, it will be populated with: Job times based on assigned and/or completed jobs for the day The time blocks as defined in the employee s work hours (normal work hours and overrides) Travel time between jobs, to the first job, and from the last job. For details, see the Travel Time section. 88

89 Employees Travel Time Travel time is automatically inserted in the gaps between jobs or any other block of time that appears on the employee's Work Hours dialog box. This travel time is always automatically inserted unless either: No jobs exist for the day. If tasks appear, they will not generate travel time. The Manually Edit Travel button is selected. If it is selected, then you will need to manually enter any travel time for the employee. Note: You can add the cost of travel time to the job before or after the travel time. See the Defining Payroll Options section of the Implementation Manual for details. Travel time will only appear in the Job Costing report if: The employee is paid an hourly rate. The Cost travel time to: check box is selected in the Payroll Options dialog box. See the Defining Payroll Options section of the Implementation Manual for details. Adding a Payroll Item To add a payroll item/adjustment to an employee's record: 1. Click New Pay Item from an employee's Payroll History tab. The New Payroll Item dialog box appears. 2. Select the payroll item's date from the Enter Date calendar box. 3. Select the type of adjustment from the Payroll Adjustment drop-down list. For details on Payroll Adjustment Types, see the Defining Payroll Adjustment Types section of the Implementation Manual. 4. Enter the payroll amount in the appropriate spin box. 5. Type a note for the payroll item in the Notes field, if necessary. 6. When completed, click OK. The new payroll item appears on the employee's Payroll History tab. 89

90 Employees Editing a Payroll Item You can edit any payroll items/adjustments that are not attached to a job from the employee's Payroll History tab. 1. Double-click the payroll item you want to edit. The payroll item dialog box appears. 2. Make changes as necessary. 3. Click OK. If you need to edit a payroll entry for payroll that is part of a completed job, you will need to reactivate the job and then recomplete it, entering your payroll edits on the Payroll page of the Completion Wizard. See the Reactivating and Recompleting Jobs section for details. Deleting a Payroll Item You can only delete payroll items that are not attached to a completed job or are not located on a paycheck. To delete a payroll item from an employee's record: 1. From an employee's Payroll History tab, highlight the payroll item you want to delete. 2. Click. A Confirmation dialog box appears, warning you that deleting the payroll item will permanently remove the data from ServiceCEO. 3. Click Yes. The payroll item is deleted. Editing an Employee Record If you have the appropriate security rights, you can edit any employee record. To do so, open the record by double-clicking on it from the Employee List. Make the appropriate edits to the employee record on the necessary tabs. When you are done editing the customer record, click Save and Close. Your edits will be saved and the record will close. Deleting an Employee If an employee has associated data (assigned to jobs, payroll information, etc.), the employee cannot be deleted. If you want to hide employees that are no longer with your company, we recommend selecting Inactive from the Status drop-down list on the employee's General Tab. You can then configure the Filter on the employee list to display only active employees. To delete employees with no account activity: 1. Select Employees from the Navigator bar. 2. Select the employee you want to delete from the employee list. 3. Click. A confirmation dialog box appears. 4. Click Yes. The employee is removed from the employee list and inserted into the Recycle Bin. 90

91 Employees Employee Work Hours The work hours dialog box allows you to define an employee s default work hours. An employee s work hours are used to assist in job scheduling and to determine payroll. If an employee is being paid based on their work hours (any time block has a Paid time code associated with it), then the employee will be paid for those work hours by the employee's default role's pay rate. Note that if you are paying an employee for their work hours, the employee's default role must have a payment type of Hourly. If the payment type is Flat Fee or Commissions, the employee will not be paid for their work hours. See the Employee Payroll Setup Tab section for more details. If the Check employee Work Hours when scheduling and dispatching check box is selected (located in the Scheduling Options dialog box), you may see a warning when you save a job. This warning ensures that you do not schedule an employee to work when they are not available. The conditions that will generate a warning are: If the job's time falls outside of an employee s work hours. If the job occurs during a work hour block that is marked with an unavailable time code. You can define an employee's work hours from anywhere within the employee s record. To access an employee s work hours, select Tools > Work Hours, press CTRL + H, or simply click Work Hours. You can also right-click an employee from the Dispatch Board and select Work Hours from the pop-up menu. The Work Hours page appears. Every employee's default work hours are controlled by two things: The default hours are defined in the Work Week section of the Scheduling Options dialog box. For details, see the Defining Scheduling Options section of the Implementation Manual. The work hours' default time code is controlled by the Edit Time Cards in Office Duties check box of the employee's Payroll Setup Tab. If this check box is selected, the work hours will be defined as On Clock (Available, Paid). If this check box is deselected, the work hours will be defined as Available (Available, Unpaid). 91

92 Employees You can edit these default values at any time. See Editing Work Hours, below. Adding Work Hours 1. Double-click the half-hour period of time where you want the work hour block to begin. A halfhour increment will appear. This increment will be automatically assigned a time code. 2. If necessary, select the time code you want to assign to the work hour block from the Time Code drop-down list. For more on time codes, see the Defining Time Codes section of the Implementation Manual. 3. Click and drag the top and bottom bars of the work hours box to the employee s start and end time. Alternatively, enter this time into the Start Time and End Time spin boxes. 4. Optionally, click into the work hours box to edit or add to its description. 5. Click Save and Close. Tip: If you are editing Time Cards (i.e., the Edit Time Cards in Office Duties check box is selected in the employee's Payroll Setup tab), the exact time an employee works for a given day can be adjusted on their time card. Editing Work Hours 1. Select the work hours box that you want to edit. 2. Click and drag the borders of the work hours box so that it encompasses the proper hours OR select the correct hours from the Start Time and End Time spin boxes. 3. If necessary, select a different time code from the Time Code drop-down list. Deleting Work Hours 1. Select the work hours box that you want to delete. 2. Click. No confirmation dialog box appears. The work hour box is deleted. Override Work Hours An employee s work hours can be overridden for any specific date. For example, if an employee has a vacation or a doctor appointment scheduled, you will need to override their work hours for those days. To define the dates and hours when an employee can t work: 1. From the employee s Work Hours dialog box, click Override. The Holiday/Override dialog box appears. 92

93 Employees 2. Select the date that you would like to enter the work hours override from the calendar. Tip: To select more then one consecutive date, press Shift while selecting the dates. 3. Click New. The time bar appears on the right side of the dialog box. 4. If necessary, select the time code you want to assign to the work hour block from the Time Code drop-down list. For more on time codes, see the Defining Time Codes section of the Implementation Manual. 5. Define the work hour override by clicking and dragging in the yellow hour bar or by defining the time in the Start Time and End Time spin boxes. 6. Optionally, click into the work hours box to edit or add to its description. 7. Click Save and Close. Caution: Entering an override for even a portion of a day overwrites ALL of the employee's normal work hours. Thus, if you still want an employee to be available for part of a day on which you have defined an override, you will need to define an available time block in the Override dialog box. After you define the override, the override date(s) appear highlighted in red on the Work Hours calendar. 93

94 Office Duties Office Duties The Office Duties section is the location for you to conduct many of your administrative functions. By default, the Tasks Tab appears. However, each tab in the Office Duties section enables you to perform a different action. See the appropriate section for more details. Tasks Overview A task is an action that needs to be performed outside of the scope of a job or schedule. ServiceCEO Tasks are generally created and completed on the Tasks tab of the Office Duties page. You can also create tasks from a customer or job record in ServiceCEO, which avoids the need to link the task to an associated record. Tasks are an excellent way to track follow up calls on open estimates and jobs. Open the Tasks page by clicking Office Duties from the Navigator bar. Since the Tasks tab is the first tab on the Office Duties page, it automatically appears. Note: Generally, a task can only be seen by users who are either explicitly assigned to the task or are owners of the task. Tasks assigned to a team or a group of employees can be seen by all applicable employees. The administrator has the ability to see all tasks in the system. Creating a Task Tasks can be created and assigned to any ServiceCEO user, user groups and/or employee in a number of ways. The most common methods of task creation are: From a customer, job, or estimate record. For tasks directly involving a particular person/ job. From the Master Product List and/or Master Product List. For automatically-scheduled tasks before or after certain products or services are used or performed. From the main calendar/schedule. For tasks performed on a specific date. See the Creating a Task from the Calendar section for details. From the Dispatch Board. Click New Task from the toolbar. From the Tasks tab of Office Duties. For any task. 94

95 Office Duties To create a task: 1. Click New Task from the toolbar. The Task dialog box appears. 2. Type a description of the task in the Summary field. 3. Select the task's status from the Status drop-down list. 4. Select the task's substatus from the Substatus drop-down list. 5. Select the task's priority from the Priority drop-down list. 6. Define the task's date by selecting a specific date from the first calendar box. Note: The second option button will only be active if you are defining an automatic task. See the Automatically Creating a Task section for more. 7. Click the On Calendar check box to display the task on the calendar. Selecting this check box activates the Time and Duration fields: Enter the time the task will begin from the Time spin box. Enter the amount of time the task will last from the first Duration field. Select Minutes or Hours from the Duration drop-down list, depending on the duration's units. 95

96 Office Duties Note: Note that the calendar s filter must be configured to display tasks before they are displayed on the calendar. See the Filter section for more. 8. Select an Include/Exclude option button to add or remove task employees from payroll: o Exclude this task. By default, the Exclude this task option button is selected, meaning that no payroll will be distributed for the task. The Include in Job Cost and Set all Employees to Not Paid check boxes will be grayed out when this option is selected. o Include this task. Select this check box if employees will receive payroll for this task. Selecting this option button activates the Include in Job Cost and Set all Employees to Not Paid check boxes and displays the Pay Type, Rate/Amount, and Misc. Amount columns on the Assignments tab. 9. Select the Include in Job cost check box to include the cost of the task (as defined on the Assignments tab) in the job's invoice. Tip: If you wish to associate this payroll to an individual job for job costing purposes, add a link to the appropriate job from the Links tab after you select the Include in Job cost check box. See the Linking Tasks section for details. 10. Select the Set all Employees to Not Paid check box if you do not want to pay any employees for the task. Accordingly, the Pay Type, Rate/Amount, and Misc. Amount fields on the Assignments tab will not appear if this check box is selected. Caution: You cannot have the Include in Job Cost and Set all Employees to Not Paid check boxes selected at the same time, for the reason that if the employees are not paid, there would be no cost for the task. However, you can deselect both check boxes if you so desire. 11. Type the task's note, if necessary, into the Notes field. 12. If you want this task to be a recurring task, define the task's frequency by clicking Frequency. See the Defining Frequency section for more. 13. Create the task for all ServiceCEO teams by selecting the Create for All Teams check box. All employees assigned to a team will be able to see the task. 14. To assign the task to an employee or group of employees, click the Assignments tab. See the Assigning a Task section for more. 15. To add a link to the task, click the Links tab. See the Linking Tasks section for details. 16. Click OK. The task is created. 96

97 Office Duties Assigning a Task When a user and/or employee logs into ServiceCEO, all tasks assigned to them, or to teams of which they are a member, will appear on their Task list (i.e., the Tasks tab on the Office Duties page). Users/ Employees will only be able to see those tasks that are assigned to them. Unassigned tasks are visible to every ServiceCEO user. To assign a task to an employee, group, or team: 1. In the Task dialog box, click the Assignments tab. Note: The Assignments tab will appear differently depending on what you select on the Task tab; for example, the Pay Type, Rate Amount, and Misc Amount fields will only appear if you have selected the Include this task check box. 2. Select the Owner check box for every employee, user group, user, and/or team you want to own the task. By default, the user who creates the task will be the owner. Only one of the task owners can delete tasks or edit task assignments. 3. Select the Assign check box for every employee, user group, user, and/or team you want to assign to the task. Tip: You can assign multiple employees, user groups, users, and/or teams to the task. The task may also have multiple owners. 97

98 Office Duties 4. If necessary, select how the employee and/or team will be paid from the Pay Type drop-down list. 5. If necessary, define the pay rate for the employee and/or team in the Rate Amount field. 6. If necessary, enter any extra amount the employee and/or team will be paid in the appropriate Misc Amount field. Note: You can only edit the payroll fields for employees and teams. 7. Repeat steps 3-6 for every employee/group/team you want to pay. 8. Click OK. Linking Tasks Linking a task to a record means that you will be able to easily access relevant information from the task. For example, if we link a task to a customer record, we ll be able to easily open the customer record from the task record, and vice versa. Tip: If you create the task from a customer record, ServiceCEO will automatically link it with the customer. Similarly, if you create a task from a job record, the new task will automatically be linked to the job. Links can be manually added to a task. To do this: 1. Select the Links tab of the Tasks dialog box. 2. Click Add. The System Search dialog box appears. 3. Add a link in the usual manner. See the Adding a Link to a Record section for more. 4. Click OK. The file or record you selected appears on the Links tab. 98

99 Office Duties Completing a Task When a task has been finished, you must mark it as completed. If you do not, the task will remain open in the Tasks tab of Office Duties and any employees assigned to the task will not be paid for their work. To complete a task: 1. Open the task you want to complete. 2. Select Completed from the Status drop-down list. If the Include this Task check box was selected, a message appears, asking you if you want to confirm your payroll entries now. 3. Click No to save the task with default payroll settings and a completed status. Click Yes to display the Payroll dialog box. Tip: You can view this dialog box at any time by clicking View Payroll from the Task dialog box. 4. Add/Edit the payroll entries for the task as necessary in the same manner you would in the Payroll page of the Completion Wizard. 5. Click OK. 6. Click OK. Tip: To review the payroll for a completed task, open the task and click View Payroll to display the payroll dialog box. Marking a task as completed will remove it from all task lists. 99

100 Office Duties Reactivating Tasks If, for whatever reason, you need to reactivate a task with associated payroll information, the payroll data will be deleted if it has not already been inserted onto a paycheck. To reactivate a task: 1. Open the completed task. Note that the View Payroll button is visible. 2. Select Active from the Status drop-down list. If no payroll entries were paid (i.e., the payment is not on a paycheck), then you will be notified that all existing payroll entries for this task will be deleted. If payroll entries for this task are located on a paycheck (i.e., paid), then you will be notified that the payroll entries cannot be deleted. 3. Click OK to reactivate the task. The task's status changes to Active. Note that the View Payroll button disappears. Once reactivated, you can complete the task again in the usual manner when necessary. Completion Overview The Completion tab displays all active jobs that are scheduled to be completed prior to and including the current date. From here, you can complete all jobs, schedules, and projects. The completion process is the process by which the job's information is finalized and sent to the appropriate records in ServiceCEO. You have two options for completing a job: AutoComplete. Use AutoComplete when no changes need to be made to the job information (i.e., the job record contains accurate information). See the AutoComplete section for more. Completion Wizard. If changes need to be made to the job (i.e., something about the job has changed from the job record), use the Completion Wizard to complete the job. See the Completion Wizard Overview section for details. 100

101 Office Duties Once a job using Automatic Billing has been completed, the payment information for that job appears in the Pending Deposit list. If a job is marked as completed but contains no payment information, the charge appears as outstanding on the Billing History tab of the customer s record. Tip: If you have a large number of jobs in your system, the amount of records on this screen can become quite large. We recommend you complete your jobs as soon as possible after the service is performed in order to keep your Completion tab as clear as possible. Alternatively, you can use the filter to control what data is displayed here; see the Filter Overview section for details. Completion Wizard Overview The ServiceCEO completion wizard takes you through the process of completing a job. The completion process enables you to verify and/or edit all of the job's data before it is finalized. After entering any necessary corrections and/or additions, the Completion Wizard will process the job data and make the necessary adjustments to the customer and employee records. The Completion Wizard can be accessed from two locations within ServiceCEO: 1. The Office Duties page. 1. Select Office Duties from the Navigator bar. The Office Duties page appears. 2. Select the Completion tab from the bottom of the page. 3. Select the job(s) you want to complete and click Complete. Tip: If you select multiple jobs from the Completion tab, the jobs will open in the order in which they appear on the Completion tab. 2. The Calendar. 1. Click Jobs from the Navigator bar. The Calendar page appears. 2. Right-click on a job from the calendar and select Complete Job from the pop-up menu. Regardless of the method you use to access the Completion Wizard, the Completion Wizard Welcome page appears. 101

102 Office Duties Tip: To prevent the Welcome page from appearing every time you open the Completion Wizard, deselect the Show this screen when starting the Completion Wizard check box. If deselected, the Completion Wizard will open to the General page. On many pages of the completion wizard, a Job Summary bar appears, displaying a summary of the job's information. This will be updated as you make changes to the job. Tip: If all or a portion of a job is being paid with either Advanced Billing or a Third Party Bill Payer, a note will appear in the Job Summary bar. For example, in the screenshot above, at least a portion of the job is using advanced billing. Click Next. The General page appears. The General page of the Completion Wizard To access the General page of the Completion Wizard: 1. Click Next from the Completion Wizard splash screen. The General page appears. 102

103 Office Duties The General page of the Completion Wizard enables you to verify the job s general information. The information defaulted into these fields will be pulled from the job's General tab. Note: The Man Hours or Duration field (the field that appears depends on the scheduling mode you are using) determines the amount of billed hours and is used for payroll. Make certain the duration value matches the amount on the Payroll page and the sum of all services on the Charges page. If these values do not match, an error message will appear, informing you of the discrepancy. Note that the substatus that is selected in the Completed substatus field will be the substatus assigned to the job after it is completed, not the job's current substatus. If any of this information is incorrect, make the necessary changes now. When all of the information is accurate, click Next. The Charges page appears. The Charges page of the Completion Wizard To access the Charges page of the Completion Wizard, click Next from the General page of the Completion Wizard. 103

104 Office Duties The Charges page displays all of the job s charges, and summarizes these charges at the bottom of the page. This page operates similarly to the job's Services/Products Tab. From this page, you can add, edit or delete a charge. When you have verified that all of the charges are correct, click Next. The Payments page appears. Adding a Charge via the Completion Wizard To add an additional charge, product, service, or kit to a job from the Completion Wizard: 1. Click Add from the Charges page of the Completion Wizard. The New Charge dialog box appears. 104

105 Office Duties Tip: To add multiple charges at once, select the Add Multiple Charges without closing this window check box. Otherwise, you can only enter one new charge in this dialog box. 2. Select the tab corresponding to the type of charge you want to add: Services, Products, or Kits 3. Enter the values for the charge you want to add. Note that: o You can define an Advanced Billing configuration for the charge by clicking Billing Setup. See the Defining Billing Properties section of the Implementation Manual. o If you are using Inventory Tracking, you can assign inventory to a product by clicking Add Inventory. However, we recommend you use the Inventory Management Grid to assign inventory items. See the Inventory sections of the ServiceCEO Help System for details. 4. If you are using a Service Contract, define the service contract s coverage on the Service Contract Coverage line. For more on using Service Contracts, see the Service Contract Overview section. 5. If you are tracking Equipment, select the equipment item from the On-Site Equipment line. For more about using Equipment, see the Equipment Overview section. 6. When you have completed defining the new charge, click OK. The Charges screen re-appears, displaying the new charge. Note: Depending on the tab you select, different fields appear. The screenshot above displays the Services tab. 105

106 Office Duties Caution: If you add a service, you may need to adjust the Man-hours field on the Details page. Editing a Charge via the Completion Wizard To edit a charge from the Completion Wizard: 1. Select the charge from the Charges page of the Completion Wizard. 2. Click View Charge Detail or double-click the charge s row. The Price Change dialog box appears. 3. Make any necessary changes to the values in this dialog box. Note that: o You can define an Advanced Billing configuration for the charge by clicking Billing Setup. See the Defining Billing Properties section of the Implementation Manual. o If you are using Inventory Tracking, you can assign inventory to a product by clicking Add Inventory. However, we recommend you use the Inventory Management Grid to assign inventory items. See the Inventory sections of the ServiceCEO Help System for details. 4. When complete, click OK. The changes appear in the Charges page of the Completion Wizard. Deleting a Charge from the Completion Wizard To delete a charge from the Completion Wizard: 1. From the Charges page of the Completion Wizard, select the charge you want to delete. 2. Click Delete. A confirmation dialog box appears. 3. Click Yes to delete the charge. 106

107 Office Duties The Payments page of the Completion Wizard To access the Payments page of the Completion Wizard, click Next from the Charges page of the Completion Wizard. The Payments page appears. If payments automatically appear, this means that either: The customer's Pay at Job Site check box is selected on the customer's Detail Tab. If you do not want to apply this payment to the job, you must delete it from this page. The customer has miscellaneous, unapplied payments on his/her Billing History Tab. Select the payment's check box to apply a payment to the job. All applied payments are summarized at the bottom of the page. From here, you can add, edit or delete a payment. Caution: If you are using Advanced billing, any payments you enter via the Completion Wizard will NOT be applied to any invoices you create in the Billing Center. To this end, no Pay at Job Site payment will be automatically generated for jobs with an advanced billing configuration. You can apply payments entered here to invoices created via advanced billing by double-clicking the payment from the customer's Billing History tab to display the Transaction dialog box. Click the Payment tab. You can then select which invoices to which you want to apply the payment from the Applied To list box. For more, see the Creating a Payment Transaction section. When you have verified that all of the payments are correct, click Next. The Payroll page appears. Adding Payments via the Completion Wizard To add a payment to a job on the Completion Wizard: 1. Click Add from the Payments page of the Completion Wizard. The Add Payment dialog box appears. 107

108 Office Duties 2. If the customer s Payment Type field is defined (on the Detail tab of the customer record), the first field will be automatically populated. If not, select the appropriate payment type from the drop down list. Note: Depending on the payment type that you select, additional fields appear. These fields will vary and must be defined before you save the payment. For example, if you select the Check payment method, the Check Number field appears. For a complete list of the fields are attached to each payment type, read the Defining Payment Types section of the Implementation Manual. 3. Enter the rest of the values for the new payment into the appropriate fields. 4. When you have completed defining the new payment, click OK. The Payments page re-appears, displaying the new payment. Editing Payments via the Completion Wizard To edit a payment from the Completion Wizard: 1. Click Add from the Payments page of the Completion Wizard. The Modify Payment dialog box appears. The Modify Payment dialog box is identical to the Add Payment dialog box, except for the payment information. 2. Make any changes to the payment as necessary. 3. Click OK when finished. Deleting Payments via the Completion Wizard To delete a payment from the Completion Wizard: 1. Select the payment you want to delete from the Payments page of the Completion Wizard. 2. Click Delete. A confirmation dialog box appears. 3. Click Yes to delete the payment. 108

109 Office Duties The Payroll page of the Completion Wizard To access the Payroll page of the Completion Wizard, click Next from the Payments page of the Completion Wizard. This page displays the payroll data for all employees and/or sales reps who worked on the job. The Duration figure is picked up from the initial Job Information screen. The Role, Type, and Rate defaults to the values as entered in the employee's Payroll Setup Tab. From this page, you can add, edit and delete payroll. Note: If a paycheck has already been generated for any of the employees in this dialog box, their payroll will be read-only and cannot be edited. When you have verified that all of the payroll information is correct, click Next. The Invoice page appears. Adding Payroll via the Completion Wizard To add payroll to a job on the Completion Wizard: 1. Click Add from the Payroll page of the Completion Wizard. The Add Payroll Item dialog box appears. 109

110 Office Duties 2. Select the employee for whom you want to add a payroll item from the Employee drop-down list. The Employee s default Payroll Information appears (as defined for their default role in their Payroll Setup Tab). 3. Enter the rest of the values for the new payroll item into the appropriate fields. Note: Any changes made to an employee's payroll via the Completion Wizard will only apply to the job being completed. All permanent changes to an employee s payroll status should be made within that employee s record. 4. If necessary, click the Notes tab and enter a note about this payroll item. 5. If you are using Service Contracts, click the Service Contract Costing tab. The service contract defined in the job level will be selected by default. If you want to use a different service contract for job costing purposes, select it now. 6. When you are done, click OK. The Payroll page re-appears, displaying the new payroll item. Editing Payroll via the Completion Wizard To edit a payroll item from the Completion Wizard: 1. Click Add or double-click the payroll item s row from the Payroll page of the Completion Wizard. The Add Payroll Item dialog box appears. 2. Make any changes to the payroll item as necessary. 3. Click OK when finished. 110

111 Office Duties Deleting Payroll via the Completion Wizard If an individual employee needs to be removed from a job, you can delete them from the job here or via the Dispatch Board. To delete a payroll item from the Completion Wizard: 1. Select the payroll item you want to delete from the Payroll page of the Completion Wizard. 2. Click Delete. A confirmation dialog box appears. 3. Click Yes to delete the payment. The Invoice page of the Completion Wizard To access the Invoice page of the Completion Wizard, click Next from the Payroll page of the Completion Wizard. The Invoice page appears. Caution: If you are using Advanced Billing, the Invoice page will not appear and you will be taken directly to the Finish page of the Completion Wizard. In the upper right corner of this dialog box, text appears informing you if an invoice for this job exists or not. If an invoice exists, the invoice number will appear. If no invoice exists, "New Invoice" will appear rather then a specific invoice number. The invoice will be generated (and assigned a number) when you click Finish on the Finish page. 2. By default, the Post invoice to customer balance as of: check box is selected. Deselect this check box if you do not want to post the invoice. For more on Posting invoices, read the Posting Invoices section. 3. By default, today's date appears in the Post invoice to customer balance as of: field. To change the invoice date, select a new date from the drop-down list. 111

112 Office Duties 4. By default, the Mark Invoice as Ready to Send check box is selected. This will activate the Ready to Send check box in the closed invoice. For more, see the Ready to Send Workflow section. 5. If you want to print out an invoice for the job, select the Print Invoice when finished check box. Doing do will display a preview of the invoice when you click Finish on the Finish page of the Completion Wizard. 6. You can type a note for the invoice in the Edit notes to appear on this Invoice text box. Tip: This page provides you with a good opportunity to verify the Payroll, Charge, and Payment totals using the data at the bottom of the page. If there are any errors, click Back to make the necessary adjustments on the appropriate pages. If you ve already received a payment, and don t want to print an invoice, simply click Next to skip this page. The Finish page, the final step of the Completion Wizard, appears. The Finish page of the Completion Wizard To access the Finish page of the Completion Wizard: 1. Click Next from the Invoice page of the Completion Wizard. The Finish page appears. Note: If you are using advanced billing, the Invoice page will not appear. Clicking Next from the Payroll page will display the Finish page of the Completion Wizard. 112

113 Office Duties 2. If you want to convert this job into a project, select the Open/Edit as a Project check box. This check box behaves differently depending on what you are completing: o If completing a job, the job will be converted into a project so that you can schedule another visit to this job s customer. The project control panel appears with two visits: the first visit will be the job you just completed (as a completed visit) and a duplicate of the job as a second, open visit scheduled for the day after the original job was performed. Note that the new visit will be part of the same invoice that you just completed. o If completing a project visit, selecting this check box will open the project control panel. 3. Select the Open this Customer record after completion check box to display the customer record. This is useful if you want to add notes or tasks to the customer after completing the job. 4. If you are using advanced billing, the Open the Billing Center for this Customer after completion check box appears automatically selected. Clicking Finish will open the Create Invoices tab of the Billing Center so you can define how you want to invoice this job. See the Billing Center Overview section for details. Caution: Selecting the Open the Billing Center for this Customer after completion check box will not display any portions of the completed job that are being billed to a Third Party Bill Payer (TPBP) in the Billing Center. To display charges being billed to a TPBP, you will need to edit the Billing Center Filter to display the pending invoices for the TPBP. 5. Click Finish to complete the job. All of the information entered in the Completion Wizard is saved and posted to the database. The job will no longer appear on the Completion tab. Note: If you are exporting this data to an Accounting Account, payments attached to jobs using automatic billing will now appear on the Deposit tab, and invoices will now appear on the Export Sales tab. See the Exporting Deposits and Exporting Sales sections for details. Auto Complete The Auto Completion Wizard completes selected jobs for you. Unlike the Completion Wizard, which allows the user to make changes to the bill before completing it, Auto Complete assumes the job s original data is correct. After the Auto Complete process has run, all payments and payroll information are added to the appropriate customer and employee records. Caution: Auto Complete will only work if you have the customer's Pay at Job Site check box selected. If this check box is not selected, you will need to manually complete the job using the Completion Wizard. Note also that if you are using advanced billing, the Pay at Job Site check box should NOT be selected (because any payments entered during completion are NOT applied to any invoices you create in the Billing Center). For this reason, do not use auto complete for any jobs using advanced billing. To auto complete a job: 1. Click the Completion tab of the Office Duties section. 113

114 Office Duties 2. Mark all jobs to be completed by selecting the appropriate check boxes in the Include column. To quickly select all jobs in the Pending Completion list, click Select All. 3. Click Auto Complete. The Auto Completion Wizard dialog box appears. 4. Click Process. 5. Auto Complete assumes that a customer is paying with their default payment method. If no such payment method exists (no value is selected from a customer's Payment Method drop-down list), or an error exists regarding a payment method, the Auto Complete Information Request dialog box appears. For example, if a client s default payment method is a Debit card and there is no Account Number for that Debit card, you will be prompted for an account number. 6. When Auto Complete is finished, a summary screen appears, displaying all completed jobs and their total dollar amount. The summary will also display the number of jobs that skipped due to missing/incomplete payment methods. 7. Click Finish. Reactivating and Recompleting Jobs There may be times when you need to correct information on a job after it has been completed. For example, you may want to remove a charge from an invoice. To do so, you need to reactivate the job, make any appropriate changes, and then recomplete the job again. Caution: If a job's invoice is locked when you reactivate the job, a new invoice will automatically be created that contains the changes you make to the reactivated job. For example, if you remove a charge from a locked invoice, a new invoice will be automatically created that credits the customer s account for the price of the removed charge. If you do not want more then one invoice for a job, it is imperative you unlock the invoice before removing the charge. To unlock an invoice, open the invoice from either the customer's Billing History tab or the Billing Center and select No from the Locked? column to unlock the invoice. For more on locking invoices, see the Invoice Overview section and, if integrated with QuickBooks, the Unlocking Invoices that have been Exported section. 114

115 Office Duties 1. Open the job that you want to edit. 2. Select Active Job from the Status drop-down list. 3. Make any necessary changes to the job. Note: If you remove ALL of the charges from a job, the job's invoices will be removed from ServiceCEO and will not be reflected in the customer's Billing History. 4. Click Save and Close. 5. Complete the job again in the usual manner. Troubleshooting Reactivating and Recompleting Jobs When you are reactivating and recompleting jobs, be aware of the following points: Reactivating a job will NOT remove any payments that are attached to this job. You may need to enter an adjustment to balance the account for the customer after removing the charge from this invoice. See the Payments page of the Completion Wizard for details about this job s payment. If you reactivate a job with a locked invoice, the new invoice will be created with a Ready to Send value of Not Ready to Send. If you are using Equipment Tracking, we do not recommend reactivating jobs with associated equipment- especially if you are Automatically Creating Equipment Items feature of Inventory Tracking. If you do reactivate a job with an equipment item attached to it, any edits you make to the equipment item will not take effect; the equipment item remains in the customer record and the serialized inventory remains assigned to the job. Team Check In Overview The Team Check In feature combines the functions of the time card (for all of a team's employees) with that of the completion wizard (for all of a team's jobs). It is designed to speed up data entry; from here, you can quickly close jobs and add time codes to multiple employees over multiple dates. In short, because Team Check In completes jobs as well as enters information into the time cards of all of the team's employees, using Team Check In will enhance and simplify job completion and employee time card entry. Note: Depending on your security rights, some users may not see some of the features of Team Check In. For example, if a user does not have the security right to see credit card numbers, they will not see the credit card number in the Team Check In window. To open the Team Check In dialog box: 1. Click Office Duties from the Navigator bar. 2. Click the Team Check In tab. The Team Check In dialog box appears. 115

116 Office Duties 3. Select the name of the team that you want to check in from the Team drop-down list. 4. Select the date range for the team check in from the From and to calendar boxes. 5. Click Refresh. All of the jobs for the selected team for the selected date range appear. After you select the team and dates for this window, ServiceCEO displays the same basic data as a time card, including: A date header row for each date in the defined date range (including dates for which there are no time blocks). Each time block during the company work hours (as defined in the Scheduling Options dialog box). Each job or task to which the team is assigned, plus each job and task to which an employee on the team is assigned. Travel time. This is automatically included for the team in the same manner as it is for Time Cards. Notes: If the job or task is completed, the row will be read-only, visibly disabled, and begin with the completed job icon (as in time cards). 116

117 Office Duties Team Check In Fields The fields in the Team Check In dialog box are: Color bar. Displays the color of the time block's time code. In. The time at which the time block began. Out. The time at which the time block ended. Time Code. The time block's time code. Substatus. The substatus for jobs and tasks. If not the job has not yet been completed, this will default to the default completed substatus. If the job is already completed, this will be the job s substatus as defined from the general page of the Completion Wizard. Description. A read-only field displaying: o Jobs. Displays "Job number - Customer Name - Job summary". o Tasks. Displays "Task summary - Description" Charges. The amount of charges on the job/task. Payment Type. The payment type for the job/task. Check #. If the payment type is check, displays the check number of the payment. Otherwise, this field is blank. Amount. If payment exists, displays the payment amount. If a payment exists but does not exactly equal the amount of the job, the caution icon appears ( ). Tip. Displays any time on the job. Basically defaults to the difference between the charges and the payment amount, when the charges < payment amount. Payroll. Displays the initials of the employees who will be paid for this time block. Invoice Notes. Displays the notes on the job/task. Tip: A warning icon ( ) will be displayed for missing Inventory, missing Check Numbers, and expired credit cards. Team Work Hours A team's work hours is calculated differently depending on the number of employees assigned to the team and the work hours of those employees. If a majority of the team's employees have the same work hours, those work hours will be used as the team's work hours, determining which employees are odd-men or not. If only one employee is on the team, or if there is no clear majority of work orders (e.g., four employees on the team, two of which have work hours X and two have work hours Y), then the team's work hours will be pulled from the first employee listed the bottom of the page (listed alphabetically by last name). 117

118 Office Duties Odd-Men Employees "Odd-man" employees may exist in the Team Check In dialog box. An odd-man employee - distinguished by the icon next to their name - is an employee who meets any of the following conditions: Has different work hours or time blocks then the rest of the team (or the individual whose work hours are being used for the team) Unavailable override work hours for that day (e.g., entered via the dispatch board or employee work hours) If any odd-men employees exist, you can do two things: Open the odd-man employee s timecard by double-clicking the employee name at the bottom of the page. You can then compare the odd-man time card with the team's time card to determine what is different and make any edits (if necessary). Process team check in. The odd-man employee's time card will be processed with the different information. Team Check In Field Chooser The field chooser in the Team Check In dialog box is different then the field chooser on the customer list. Although the functionality is basically the same, there are two differences: Only the Administrator can access the field chooser in the Team Check In dialog box. The Tab checkbox. Only fields with the Tab check box selected will be able to be tabbed into. For example, if the Tab check box is not selected for the "Check #" field, pressing Tab in the Team Check In page will never place the cursor in the Check # field. For more on the Field Chooser, see the Field Chooser section. Working with Time Blocks in Team Check In Working with Time Blocks in the team check in dialog box is extremely similar to working with them in an employee's time card. We suggest you read the Editing Time Blocks section of the Editing/Reviewing Time Cards topic before you read this topic. Adding a Time Block 1. Click on the date header for the date to which you want to add a time block. 2. Click New Time Block. A new 30 minute time block is added. All non odd-man employees are added to the time block. If you click New Time Block while the cursor is in an existing time block, the new 30 minute time block will be added immediately after the selected block. Editing a Time Block Editing directions specific to the Team Check In dialog box are listed below: Time Code. Editing the time code field will automatically assign the new time code to the time block for all employees who have not previously submitted a time card. Charges. Clicking opens the Charges page of the Completion Wizard. Users with the proper security rights can edit these values. Once edited, the charges will be reflected in the Team Check In dialog box. 118

119 Office Duties Payment Type. o If the value is <None>, selecting Check or Cash from the Payment Type drop-down list will automatically create a new payment of that payment type for the full amount of time block's charges. o Select <Other> to display the Payments page of the Completion Wizard. Users with the proper security rights can edit these values. Use this option to add a payment of any type other then Check or Cash. o Select <None> to will remove the payment from the time block. Payment Amount. If you edit the payment amount, any difference between the time block's payment amount and charges will be applied to the Tip. Note that the time block's payment amount is the amount tendered towards the job. Typically, the amount tendered minus tips equals the payments applied to this job. If the amount tendered is either greater than or less than the amount tendered plus tips, then both amounts will be shown in the Payment Amount field, in the form $applied/$tendered (short for $xxx applied out of $yyy tendered ). Reasons for this discrepancy include: o The customer has an existing unapplied payment that can be applied to this job. o The customer paid more or less than the amount of charges on this job. o o The user manually edited the applied amount (in the drill-down window) or tip amount. An advanced billing configuration prevents payments from being applied during completion. If there is a payment, but amount applied to the job does not equal the charge amount, then the warning icon will appear. Caution: For a number of reasons, the payment amount may not be editable. If it is not, you will not be able to make edits in the Team Check In dialog box; instead, the Payments page of the Completion Wizard will appear. Users with the proper security rights can edit these values. Payments are not editable if: A pre-existing payment is applied to the job The payment is already deposited The payment is an automatic "pay at job site" payment The job is being re-completed Tip. Appears when the payment type is anything other than <None>. This field is read-only when the payment type is <Other/Multiple> or when the payment amount is not editable. The default value is the positive difference between Payment Amount minus the Charges. Note that the tip can never be more then the payment amount minus the charges. Payroll. Clicking opens the Payroll page of the Completion Wizard. Users with the proper security rights can edit these values. Invoice Notes. Displays any notes entered in the job or task invoice notes field. Users with the proper security rights can edit these values. Note that if the time block is a job using Advanced Billing, no notes will appear in the Team Check In dialog box. 119

120 Office Duties Deleting a Time Block You can delete any Time Block from the Team Check In window if you do not want to complete the job/task or save the time block on employee's time cards. Note that if the time block corresponds to a job or task, the job or task is NOT deleted from ServiceCEO; it is only removed from the Team Check In window. To delete a time block from 1. Select the time block that you want to delete. 2. Click Remove Time Block. The time block is removed from the Team Check In window. Completing a Project Projects and project visits can be completed in the Project Completion tab. From this tab, each individual visit in a project can be completed in the same manner as completing an individual job. In addition, you can close all of a project's visits at the same time. For more on projects, see the Project Overview section. To complete a project: 1. Click Office Duties from the Navigator bar. 2. Click the Project Completion tab. The Project Completion tab appears. Tip: The lines displayed in bold are the lines that correspond to the entire project. The lines not in bold beneath them correspond to the project s individual visits. If the line is grayed out, the visit has not yet occurred. If the line is not grayed out, the visit has already occurred. Note that all visits and the entire project line item all share the same invoice number (if using Automatic Billing). 120

121 Office Duties 3. Select the check box corresponding to the project and/or individual visits you want to complete. Note that if you select a level check box, all of the project's visits will automatically be selected. 4. Click Complete. The Completion Wizard appears. 5. Fill out the details in Completion Wizard in the usual manner. For details, see the Completion Wizard section. 6. If you selected an entire project, or multiple visits of a project, the visits will appear in the Completion Wizard successively. Billing Overview There are two types of billing in ServiceCEO: Automatic Billing. A one-to-one relationship exists between a job and its invoice. Typically, an invoice is created when the job is completed. The invoice contains all of the charges assigned to that job. By default, all jobs in ServiceCEO use automatic billing. Advanced Billing. Using Advanced Billing breaks the one-to-one relationship between a job and its invoice. Invoices are manually created in the Create Invoices tab of the Billing Center based on the rules you defined in the Billing Setup dialog box. These rules- called allocation splits - can be defined on any level of your company hierarchy (except for Region). Note: Unless you actively turn on Advanced Billing (first enabling it, then defining an Advanced Billing configuration), all jobs in ServiceCEO will be billed using Automatic Billing. Automatic Billing Using automatic billing, one invoice is created for each of the following events: Every regular (one-time) job/schedule OR single occurrence of a recurring job/schedule. An entire project (after the first visit of the project has been completed). Every partial bill of a Service Contract. Miscellaneous Charges (if not appended to another invoice). In general, the main idea behind Automatic Billing is "One Job = One Invoice", as demonstrated below. 121

122 Office Duties Advanced Billing Advanced Billing provides you with many flexible billing options. What before could only be included on one invoice can now be split between multiple invoices. Indeed, the Advanced Billing motto is "One Job = Many Invoices" or "Many Jobs = One Invoice". The graphic below displays one way you could use Advanced Billing to distribute charges onto invoices. Other examples of good uses of Advanced Billing include: Configuring a pre-payment of 20% of every job performed for a customer Billing half of a customer's jobs to a franchise using a Third Party Bill Payer. You can configure an Advanced Billing configuration in the Billing Setup dialog box. See the Defining Billing Properties section for more information. Tip: Please also read the Frequently Asked Questions about Advanced Billing document, located online at Defining Advanced Billing Properties Tip: Before you can define Advanced Billing properties, you must first enable it. See the Defining Billing Options section for more. You can define an Advanced Billing configuration - how an invoice will be created and billed in ServiceCEO - from multiple locations: For the Organization and Branch levels, select Tools > Options. Click Company Information from the Categories bar. The Company Structure dialog box appears. If necessary, select the branch whose billing options you want to define. Scroll down to the bottom of the dialog box and Click Configure Billing Settings. For a customer, open the customer record. Click Billing Setup. For a Job or Project/Recurring Job/Schedule, open the appropriate record and click Billing Setup. For a charge, double-click the charge from the right side of the job's Services/Products tab and click Billing Setup from the Charge Details dialog box. 122

123 Office Duties Regardless of the hierarchy level you are on, the Billing Setup dialog box appears. Note: The appearance of the Billing Properties dialog box will change based upon the location at which you access it. In addition, if you use the Automatic billing mode, the dialog box will appear much smaller then if you use the Advanced or Manual modes. The Advanced Billing configuration you define will automatically be applied to lower levels of your company hierarchy, but will not be applied to higher levels of the hierarchy. For example, if you define an Advanced Billing configuration for the company level, these settings will be applied to all of the company's customers, jobs, and charges (as well as branches, if running ServiceCEO Enterprise). Another example would be if you defined Advanced Billing settings for only a specific job; all of the charges on that job would inherit the job's Advanced Billing configuration, but the setup would NOT be applied to the company, all customers, and all other jobs. Defining an advanced billing configuration involves three steps: Step One - Billing Mode Step Two - Defining Allocation Rows Step Three - Billing Cycle Step One - Billing Mode The billing mode determines what type of billing will be used, either Automatic or Advanced. By default, the Inherit Billing Setup from X check box will be selected, meaning that this level of your company hierarchy is inheriting its billing settings from the next highest level of the company hierarchy. If the inherited billing settings are Advanced, you will be able to see but not edit the Advanced Billing configuration. Note: Since the company level of your company hierarchy is the highest level, no Inherit Billing Setup from X check box will appear. You cannot use Advanced Billing with Kits; you can only define an advanced billing configuration for individual products and services. If you want to overwrite this inheritance, deselect the Inherit Billing Setup from X check box and select the billing mode you want to use from the Billing Mode drop-down list. 1. Automatic. (The default method.) Select Automatic to use Automatic Billing, meaning that an invoice is created immediately after the job is completed or printed and will automatically be billed to the default customer. Only one Invoice is created per Job. Note: If you do nothing, each hierarchy level will use the Automatic billing method. Only when you setup an Advanced Billing configuration are charges potentially split amongst multiple invoices. 2. Advanced. Select Advanced to setup an Advanced Billing configuration. You can manually define when and how you want invoices to be created in the Create Invoices tab of the Billing Center. 123

124 Office Duties Selecting Advanced from the Billing Mode drop-down list enlarges the Billing Setup dialog box, displaying the Advanced Billing fields: Step Two - Defining Allocation Rows Allocation rows enable you to control several things, including: How charges controlled by this billing setup will be split up, if at all. For example, you could split up each charge controlled by this setup into a 20% and 80% line item. When the charges controlled by this billing setup will appear in the Create Invoices tab of the Billing Center. See the sections below for details. You can define how the charges controlled by this Advanced Billing configuration will be split by using allocation rows in the second section of the Billing Properties dialog box. Each allocation row will insert a portion of a charge on the Create Invoices tab of the Billing Center on the date you define. Note: To collect all of the allocation lines using this billing setup together in the Billing Center, select the Group charges for this setup together in the Billing Center? check box. However, you will not be able to combine items from different groups together on a single invoice. 124

125 Office Duties Adding Allocation Rows Tip: The last allocation row of any billing setup will always have a Type of Remaining Balance. This row is designed to cover any charges not covered by the previous allocation lines. By default, one allocation row - the Remaining Balance line - appears. Click Add Allocation to add a new allocation row. To delete an allocation row, select the row you want to delete and click Remove Allocation. Tip: An advanced billing configuration with only one allocation row - the Remaining Balance line - will cover 100% of every charge. In other words, since no specific values are defined, the Remaining Balance of this setup is 100%. None of the charges covered by this Advanced Billing configuration will be split up on the Create Invoices tab of the Billing Center. The order in which the allocation rows appear in the Billing Setup dialog box controls the order in which their splits are implemented. You can edit the order of these line items by highlighting an allocation line and clicking the up and down arrows to move the line up and down. Defining the Allocation Amount 1. Select Percentage or Amount from the Type drop-down list, depending on if you want this allocation to be a percentage of the entire invoice or a specific dollar amount. Note: You can only use the Amount type at the Charge level. 2. Depending on what you select from the Type drop-down list enter either the percentage of the total invoice amount or the specific dollar amount into you want to assign in the Estimated $ field. Caution: Regardless of where you define an Advanced Billing configuration, the settings you create will be applied to the charges (the product/service level), NOT to the hierarchy level itself. For example, if you create two allocation rows at the customer level, one for $50 and the Remaining Balance row, two allocation lines will appear on the Create Invoices tab of the Billing Center for every product/service being charged to that customer. This setup does NOT mean that only two allocation lines will be created for the customer (one for $50 dollars and another for all of the customer's other charges), only that all of the customer's charges will be controlled by the Advanced Billing configuration. Tip: The Estimated Amount field will display an estimate of each allocation row only if charges already exist to estimate. For example, if you create a new job, add the job's products and services, and then define the advanced billing, estimated totals will appear. Note that this field will only work on the Job and Charge level. 125

126 Office Duties Caution: Do not add an allocation line of 100% in addition to the Remaining Balance line as this will result in blank invoices being created. To cover 100% of the charges in an allocation line, use only the Remaining Balance line. Using a Third Party Bill Payer You can define a Third Party Bill Payer (TPBP) for any allocation row in the Billing Setup dialog box. Note that the charges that are assigned to the TPBP will default to the TPBP's payment terms and will appear under the TPBP's name on the Create Invoices tab of the Billing Center. Note: You cannot use a TPBP for the Company or Branch levels of the company hierarchy. 1. Select <Select Bill Payer> from the 3rd Party Bill Payer drop-down list. A QuickSearch dialog box appears. 2. Type the search criteria for the TPBP into the top field. The search results will automatically appear in the list box. 3. Select the name of the bill payer you want to use from the list box. 4. Click OK. The bill payer appears in the 3rd Party Bill Payer drop-down list. Caution: If you define a TPBP for an allocation row, you cannot also define a service contract for that same row. Caution: Adding an allocation line that uses a TPBP instructs that line to ignore the current billing configuration (including the billing cycle) for the customer/job/charge in favor of the TPBP's billing setup. In other words, for any amount that is billed to a TPBP, ServiceCEO uses the TPBP's billing properties, not the properties defined on the job. Defining Invoicable Dates The Make Charges Invoicable fields controls when the charges controlled by this billing setup will appear in the Create Invoices tab of the Billing Center. 1. Select the date from which you want to measure from the Date drop-down list. Your options are: Specific Date. Only available on the job and charge levels of the company hierarchy. Select a specific date on which you want the allocation row to be invoiced from the pop-up calendar. Before Start Date. This allocation row will be invoiced before the job/project start date. Before End Date. This allocation row will be invoiced before the job/project end date. After Start Date. This allocation row will be invoiced after the job/project start date. After End Date. This allocation row will be invoiced after the job/project end date. 126

127 Office Duties After Completion Date. This allocation row will be invoiced after the date on which the job/project is completed. Note that using this value means that this allocation line will not appear in the Billing Center until after the job/project has been closed via the completion wizard. Tip: For projects, the above Date values will all contain the word project (e.g., Before Project Start Date; After Project Completion Date, etc.). Caution: A value must exist in the Date field before you select/enter values in the Qty and Units fields. Any values defined in the Qty and Units fields while the Date field displays <none> will be overwritten when you select a value from the Date drop-down list. 2. Enter the amount of units in the Qty field. This number must be a positive number. 3. Select the type of units you want to measure from the Units drop-down list. You can use Days, Weeks, or Months. 4. If using multiple allocation rows, repeat steps 1-3 for each row for which you want to define relative dates. Caution: The order in which you create the invoice dates should be chronological. In other words, the first allocation line should occur before the last allocation line. For example, the following two line advanced billing setup makes sense: Line One: 50%. 1 day after start date Line Two: Remaining Balance, 3 days after completion date However, the following setup does not make sense because the invoices would be created out of order: Line One: 50%, 3 days after completion date Line Two: Remaining Balance, 1 day after start date Defining a billing setup so that the allocation lines are being created out of chronological order may result in the invoice amounts being calculated incorrectly. Using a Service Contract You can bill any allocation row to an existing service contract. Note: You can only use service contracts if they are enabled in your system. If service contracts are not enabled, you will not see the Service Contract Information fields. For more details on service contracts, read the Service Contracts sections of the ServiceCEO help system. 127

128 Office Duties Caution: You cannot use service contracts in the Advanced Billing setup for the Organization and Branch levels of the company hierarchy. To use a service contract to cover an allocation row: 1. Select the service contract you want to use from the Item drop-down list. 2. By default, the Match check box is selected, meaning that the this entire allocation line will be covered by the selected service contract. To cover only a portion of this allocation line, deselect the Match check box. 3. If you deselected the Match check box, enter the amount of units (money, hours, etc.) you want to be charged to this service contract in the Qty or Amt field. Caution: Do not use a Service Contract on the Remaining Balance allocation line. Doing so may cause invoice duplication. Entering Allocation Notes We recommend that you type a brief overview of your allocation lines in the Allocation Notes field. Doing this will enable you to easily determine which invoicable line in the Billing Center corresponds to which allocation line in the Billing Setup dialog box. See the screenshot above for a good example of allocation notes. Step Three - Billing Cycle A billing cycle is a regular schedule on which you generate invoices. The Billing Cycle will limit when charges appear in the Create Invoices tab of the Billing Center. For example, if you want to create your invoices every Friday, you could create a weekly billing cycle for Friday. By default, the No option button is selected, meaning that no billing cycle will be used. You can generate invoices at any time in the Billing Center. Invoices will appear on the billing center on the date defined in the Make Charges Invoicable fields. To create and use a billing cycle: 1. Select the Yes option button. 2. Click Set Billing Cycle. The Billing Frequency dialog box appears, where you define the frequency of the billing cycle in the same manner you define the frequency for a recurring job or task. For details, see the Defining Frequency section of the User's Guide. 128

129 Office Duties 3. Select the date on which you want the billing cycle to start from the Start On calendar box. All jobs/charges that occur before this date will not be controlled by the billing cycle you define. Caution: If you define a Billing Cycle for the same date range as your Make Charges Invoicable fields, you will not be able to see the line items when using the All Outstanding filter on the Create Invoices tab of the Billing Center. For example, if you define the Make Charges Invoicable fields as "7 days before start date" and then define a billing cycle as recurring every week on Monday, the two settings will overwrite each other. 4. Click OK. A summary of the billing cycle's frequency appears in the Billing Setup dialog box. 5. Select the appropriate Schedule Charge Handling option buttons. These option buttons control if the frequency you defined will generate invoices before or after the service occurs. Pre-bill charges. The invoices will appear in the Billing Center before the service occurs. For example, if you are pre-billing charges that will appear in the Billing Center on the 20th of every month, the charges for March 20th through April 19th will appear on the Create Invoices tab of the Billing Center on March 20th. Post-bill charges. The invoices will appear in the Billing Center after the service occurs. For example, if you are post-billing charges that will appear in the Billing Center on the 20th of every month, the charges for February 21st through March 20th will appear on the Create Invoices tab of the Billing Center on March 20th. When you've finished defining your billing setup, click OK to close the Billing Setup dialog box. 129

130 Office Duties Billing Center Overview The Billing Center is a centralized location from which you can preview, send, and enter payments for existing invoices. In addition, you can create invoices for charges controlled by an advanced billing configuration. There are four tabs in the Billing Center. They are: The Create Invoices tab. This tab contains all charges that are controlled by an advanced billing configuration and have not yet been put onto an invoice. From here, you can select the charges you want to include on an invoice and create the invoice. The Unsent Invoices tab displays all invoices that have not yet been marked as sent (see the Ready to Send Workflow section for details on the Sent? value). From here, you can preview and send invoices to customers. The Unpaid Invoices tab displays all invoices that have been marked as sent, but have not yet been fully paid. From here, you can enter payments and apply them to invoices. The Find by Number tab enables you to search for an invoice in ServiceCEO by invoice number. Tip: Only the Create Invoices tab is unique to advanced billing. The Unpaid Invoices and Unsent Invoices tabs display all created invoices, regardless if they were created manually (advanced billing) or automatically (automatic billing). The Find by Number tab will display any invoice that already exists in ServiceCEO. To open the Billing Center: 1. Click Office Duties from the Navigator bar. 2. Click the Billing tab. The Unsent Invoices tab of the Billing Center dialog box appears. You can control the data that appears in the billing center by using the filter. See the Billing Center Filter section for details. 130

131 Office Duties Tip: All columns that appear in bold can be edited. Thus, in the screenshot of the Unsent Invoices tab above, you can edit any of the Date, Posted?, Sent?, Locked? and Notes fields. All of the information in the Billing Center is presented in a tree-structure. The different levels of the tree are: Master Level. Also known as the All Payees level, this level displays the amount of all charges/invoices currently being displayed. Typically only used to select/deselect all of the check boxes beneath it. Customer Level. Displayed in blue, this level summarizes the values for all of the customer's charges or invoices. The date value on this level is the date of the customer's oldest charge or invoice. Invoice/Group Level. Displayed in red, this level displays the values that will be put on the invoice when the invoice is created or, if already created, the invoice's current values. The date value on this level defaults to today's date. You can edit any values that are located in a column whose header is bolded (i.e., the Date, Sent?, Posted?, and Notes values). Charge Level. Displayed in black, this level summarizes each specific charge. The date value on this level corresponds to two different things, based on your billing type: For Advanced Billing charges, the date on which the charge should be put on an invoice, as defined in the Billing Setup dialog box (by either the Make Charges Invoicable values, a Billing Cycle, or both). For automatic billing charges, the date on which the job was performed. Note: On the charge level (the level displayed in black), the Notes field for all charges controlled by an advanced billing configuration will display the notes as entered in the Allocation Notes field in the Billing Setup dialog box. At the customer level, the level displayed in blue, the Notes field contains the customer's default billing items as defined in the Payment Terms field on the Details tab of the customer record. Tip: For answers to common questions about advanced billing, please read the Advanced Billing FAQ document, located online at The Billing Center Filter You can control what invoices appear in the Billing Center by entering values into the fields in the Filter section of all three Billing Center tabs. These fields are: From/Invoice Date. The date range in which invoices appear. For the Create Invoices tab, these fields are only active if the Billable in Range or Pre-Bill Only option buttons are selected. For the Unsent Invoices and Unpaid Invoices tabs, these values equal the date the invoice was created. By. The date method used when filtering. o Billable in Range. The range is defined in the From/Invoice date fields. o All Outstanding. Displays all outstanding invoices (invoices that are ready to be created/whose advanced billing settings have been honored). o Pre-Bill Only. Displays all invoices that are using a pre-bill billing cycle. 131

132 Office Duties Posted. Select the check box to filter by the invoice's Posted? value. o Yes. Displays only invoices that have been posted. o No. Displays only invoices that have not been posted. Ready to Send. Select the check box to filter by the invoice's Sent? value. o Items which are "Ready to Send". Items marked as "Ready to send" appear. o Items which are NOT "Ready to Send". Items marked as "Not ready to send" appear. Note: For more details, see The Ready to Send Workflow section. Only unpaid invoices. Select this check box on the Unsent Invoices tab to display only those invoices which do not have an attached payment. Deselect this check box to display all invoices, regardless if a payment has been entered or not. The Customer drop-down list. o <Show All Customers>. All customers appear. o <Search for Bill To Customer>. Enables you to filter the results by a specific customer. The QuickSearch dialog box appears. Type your search criteria in the section one field. A list of customers matching your criteria appears. Select the customer from section two. Click OK. The Billing Center will only display invoices for the customer you selected. The Group By drop-down list. Currently, you can only group invoices by Customer. After you have configured or edited the filter settings, you must click Refresh Data or Run Filter before the new filter will be applied. The Create Invoices tab of the Billing Center The Create Invoices tab is designed to show only the charges for jobs using advanced billing that do not yet have associated invoices. In other words, the line-items that appear here are charges (or fractions of charges, depending on your advanced billing set up) that have not yet been inserted onto an invoice. This tab will always be blank for users using automatic billing. Tip: Based on the number of charges present here, it may take a few seconds for the Create Invoices tab to open. Please be patient. 132

133 Office Duties To create an invoice(s): 1. Define/Adjust your filter settings as necessary. If a charge that you expect to see on this tab is not present, its advanced billing settings may not have been satisfied. Try expanding the Billable in Range filter setting. 2. Expand the tree structure as necessary. 3. Select the check box(es) for each charge that you want to put on an invoice. Since any charge with a selected check box will be included on the created invoice, make sure that all charges you do NOT want on the invoice are deselected. 4. Edit the values of the Date, Posted?, Sent? and Notes at the group level (the level displayed in red). Note that if you select check boxes for charges that are located in different groups, one invoice for every group will be created. Tip: If the Group charges for this setup together in the Billing Center? check box is not selected in the Billing Setup dialog box at any level of your company's hierarchy, all of a customer's charges will all be located in one group. If Invoice Notes are entered at the job level, all of these notes will be combined together in the Notes field, and all of these notes will be included on any invoice you create in this group. If you do not want all of the notes to appear, edit the Notes before creating the invoice. If you want to edit the notes on an invoice, you should do so by editing them at the invoice level either on the customer's Billing History tab or any tab of the Billing Center - not by editing the Invoice Notes field on the General tab of the Job record. 5. Click Create Invoices. The Confirm Create Invoices dialog box appears, confirming that you do want to create invoices for all selected line-items. 133

134 Office Duties 6. Click OK. A Success dialog box appears, stating that the invoices have been created. 7. Click OK. The created invoices are moved to the Unsent Invoices tab. Tip: If you are having problems determining which customers are Third Party Bill Payers (TPBP), try this: in the Billing Setup dialog box for the customer, type the customer's name in the Allocation Notes field. While the charges will still appear in the Billing Center under the TPBP, you will be able to see the customer of the charge before inserting the charge on an invoice. The Unsent Invoices tab of the Billing Center The second tab of the Billing Center - the Unsent Invoices tab - contains all of the invoices that have been created but not yet marked as being sent to a customer. Note: All invoices using automatic billing will appear on this tab after the job is completed unless you mark the invoice as sent as part of the completion process (selecting the Print Invoice when Finished check box from the Invoice page of the Completion Wizard). If the invoice was marked as sent during completion, the invoice will appear on the Unpaid Invoices tab, unless the invoice was paid in full during completion. If the invoice was marked as sent and paid in full during completion, the invoice will appear on the customer's Billing History tab. To mark an invoice as sent: 1. Define/Adjust your filter settings as necessary. 2. Expand the tree structure as necessary. 3. Select the check box(es) for each invoice that you want to send. 4. If necessary, edit the values of the Date, Posted?, Sent?, Locked? and Notes at the group level (the level displayed in red). 134

135 Office Duties 5. Click Preview & Send Selected. A preview of the invoice(s) appears in the Report Preview page. 6. Send the invoice to your customer(s). You can do this in several different ways: o Print the invoices. Click the Print button. o Export the invoices to another format. See the Exporting Crystal Reports Data section of the help system for details. o the invoice. See the ing an Invoice to a Customer section for details. 7. Click Close to close the Report Preview page. The Mark as Sent? dialog box appears. 8. Click No to NOT mark the invoices as sent; the invoices will stay on this tab with a Sent? value as Ready to send. Click Yes to mark the invoice's Sent? value as Sent, which will move the invoice to the Unpaid Invoices tab. For more on sending invoices, see the Ready to Send Workflow section. The Unpaid Invoices tab of the Billing Center The Billing Center's Unpaid Invoices tab displays the invoices that have been sent to the customer but have not yet been fully paid. To enter a payment for an invoice(s): 1. Define/Adjust your filter settings as necessary. 2. Expand the tree structure as necessary. 3. Select the check box(es) for each invoice for which you want to enter that payment. 4. Edit the values of the Date, Posted?, Sent?, Locked? and Notes at the invoice level (the level displayed in red). 135

136 Office Duties 5. Click Enter Transaction. The payments tab of the Transaction dialog box appears. The customer is automatically selected, the invoices selected, and the payment amount defaulted. 6. As necessary, enter the payment details in the usual manner. See the Creating a Payment Transaction section for details. Caution: If you are using advanced billing, any payments you enter via the Completion Wizard will NOT get applied to any invoices you create in the Billing Center. In other words, payments entered via the Payments page of the Completion Wizard will not appear on the Unpaid Invoices tab. To apply a payment created by the Completion Wizard to an invoice, see the Applying a Payment/Adjustment to an Invoice section. 7. Click Save & Close. The payment is saved. 8. If you selected invoices for more then one customer, the payments tab of the Transaction dialog box appears for the next customer in the list. Repeat steps 6-7 for the new payment. Once an invoice has been paid in full, it will no longer appear in the Billing Center. To view it, either open up the customer's Billing History tab or search for the invoice using the Find by Number tab. The Find by Number tab of the Billing Center The Billing Center's Find by Number tab enables you to search for and display a specific invoice by its invoice number. To search for an invoice: 1. Type the invoice number you want to display in the Invoice Number field. 2. Click Run Filter, Refresh Data, or press Enter. The invoice appears below. 136

137 Office Duties You can perform any actions on this invoice by clicking the appropriate buttons (Preview Selected, Preview & Send Selected and New Transaction). These actions perform in the same manner as they do in the Unsent Invoices and Unpaid Invoices tabs of the Billing Center. Invoice Overview An invoice is a detailed list of goods shipped or services rendered, with an account of all costs. How invoices are created depend on the billing mode you are using (Automatic Billing vs. Advanced Billing). Invoice Statuses An invoice is assigned one of three possible statuses: Open. The invoice has not been paid in full (i.e., the invoice still has an open balance). Closed. The invoice has been paid so that it's balance is $0.00. In Progress. The invoice has one or more charges on it that is associated with a jobs that has not been completed. Automatic Billing Invoices For automatic billing, one invoice is created for each of the following events: Every regular (one-time) OR single occurrence of a recurring job/schedule. An entire project. Every partial bill of a Service Contract. Miscellaneous Charges (if NOT appended to another invoice). In general, the main idea behind this method is "One Job = One Invoice": Advanced Billing Invoices Advanced billing invoicing functionality is more robust then automatic. Depending on your advanced billing configurations and the actions you perform in the billing center, you can create many invoices from one job or include many jobs on one invoice. 137

138 Office Duties Invoice Dates The date of an invoice is controlled in two ways: Automatic Billing. By default, the invoice date is the job date or the first date of a project, although you can change this date on the Invoice page of the Completion Wizard. Advanced Billing. You can control when the invoice can be created via the Billing Setup, and can manually change the date of the invoice in the Billing Center. Note: For projects using Automatic Billing, the invoice will automatically be created after the first visit is completed. The invoice's date will be the first date of the first project visit, but the invoice will not be automatically marked as sent until the last project's visit is completed. Invoice Numbering A separate numbering scheme exists for invoices, estimates, and jobs/work orders. Caution: Remember that if you are using Advanced Billing, invoices will not be automatically created after job completion. Thus, the numbering may not behave in the exact manner that you expect. 138

139 Office Duties Locked Invoices A locked invoice cannot be edited. An invoice normally is locked after the invoice is sent to the customer. You can, however, control how invoices are locked or unlocked using two methods: Lock on Send. In the Billing Options dialog box, select the Automatically lock invoices once they are sent check box. When selected, the invoice will be automatically locked when it is marked as sent. If this check box is not selected, invoices are only locked if you manually mark them as locked. See the Defining Billing Options section of the Implementation Manual for details. Manually. You can manually lock and unlock invoices in the Billing Center. These changes are designed to make the accounting functionality more strict and to limit the amount of changes made to an invoice after it is sent to a customer. Caution: In ServiceCEO's invoice workflow, invoices must be posted before they are locked. Note that if you make any changes to a job when it's invoice is locked, a new invoice will be created that covers the changes you made. To avoid this, you must unlock the invoice before making edits to the job. See the Reactivating and Recompleting Jobs section for details. Exporting Invoices You can export your invoices to an accounting account on the Export Sales tab of Office Duties. See the Exporting Sales section for details. Caution: To ensure that the Cost of Goods Sold (COGS) value is calculated correctly, do not export Invoices for jobs containing products in inventory tracking until the job is completed. Posting Invoices You can now control when an invoice is reflected in a customer balance via the Posted field. When an invoice is posted, the invoice will be reflected in the customer s balance and appear in ALL relevant financial reports (Accounts Receivable, Transaction, etc.) as of the posted date. ServiceCEO will automatically post most invoices during job completion. However, you can always manually post or unpost an invoice to meet your requirements. The default posting rules are: When a single job with automatic billing (or the last visit of a project with automatic billing) is completed (either via the Completion Wizard or Auto Complete), the invoice will automatically be posted. When you complete a project visit, you can choose to post the project invoice. If it hasn't been posted already, the project invoice will automatically be posted when the last project visit is completed. The Export Sales tab of the Office Duties section will display only those invoices that have been posted, but not yet exported. Service contract invoices will be automatically posted when created. Miscellaneous charge invoices will be automatically posted when created. Invoices created manually in the Billing Center will automatically be posted. 139

140 Office Duties Caution: Invoices are not automatically locked when they are posted. Invoices are not automatically posted when they are sent. To manually post/unpost an invoice from the Billing Center: 1. Open the Unsent Invoices, Unpaid Invoices, or Find by Number tab of the Billing Center. 2. Search for and locate the invoice you want to post/unpost. 3. Select either Yes or No in the invoice's Posted? column. 4. Repeat steps 2-3 to post/unpost additional invoices. 5. Click Save and Close. To manually post/unpost an invoice from a customer's Billing History tab: 1. Open the customer record containing the invoice you want to post/unpost. 2. Click the Billing History tab. 3. Double-click the invoice you want to post/unpost. The Invoice Viewer page appears. 4. Select either Yes or No in the invoice's Posted? column. 5. Click Save Invoice. The Invoice Viewer closes. 6. Repeat steps 1-5 to post/unpost additional invoices. ing an Invoice to a Customer To an invoice to a customer, you must first preview the invoice. You can do so from several areas in ServiceCEO: From the Unsent Invoices or Find by Number tabs of the Billing Center. From a job record, click the Print Preview button and select Invoice from the pop-up menu. Run the Invoice report from the Financial report category. See the Printing/Previewing Reports section for details. Note: ing invoices only works if you have Microsoft Outlook installed. ing will not work with other programs, such as Outlook Express. Regardless of where you access it, the Invoice appears. 1. Click . The Export dialog box appears. 140

141 Office Duties Note: One limitation of Outlook integration is that you cannot multiple invoices, only the invoice displayed when you click . For example, if you select the check box for 10 invoices in the Unsent Invoices tab of the Billing Center and click Preview and Send Selected, all 10 invoices will appear in the Report Preview page. However, when you click , only the current invoice will be ed. To all invoices, you will need to click while displaying each individual invoice. 2. Click the check boxes for each customer for whom you want to the invoice. 3. Click OK. An appears with the invoice as a.pdf attachment. 4. Send the . The Update Record dialog box appears, asking you if you want to mark the invoice as Sent. 5. Click Yes to mark the invoice as sent. Click No to not mark it as sent. 6. Click Close to close the invoice preview. The Ready to Send Workflow The ready to send workflow contains three steps: Not ready to send. The invoice is not ready to be sent to the customer - it's either not created, incomplete, etc. Ready to send. The invoice's job is completed and is ready to be printed and sent to the customer. All ready to send invoices are displayed on the Unsent Invoices tab of the Billing Center. Sent. The invoice has been sent to the customer. All invoices that have been sent to the customer but not yet paid are displayed on the Unpaid Invoices tab of the Billing Center dialog box. Note: Ready to send is the default Sent? value for all invoices EXCEPT for projects. The project invoice will have a Sent? value of Not ready to send until the last work on the project is completed. 141

142 Office Duties The differences in this workflow for the two main billing methods are described below. For Automatic Billing, you can mark an invoices as "ready to send" on the Invoice page of the Completion Wizard. Once marked as ready to send, you can print and/or mark them as sent from the Invoice Editor page (see the Viewing an Invoice section for more) or the Unsent Invoices tab of the Billing Center. For Advanced Billing, you can edit an invoice's Ready to send value on any tab of the Billing Center. In addition, you can print and mark invoices as sent on the Unsent Invoices tab of the Billing Center. Once an invoice as been marked as ready to send, you can mark it as sent by previewing the invoice. You can preview an invoice in several sections of ServiceCEO: 1. From the Unsent Invoices or Find by Number tab of the Billing Center. 2. From a job record, click the Print Preview button and select Invoice from the pop-up menu. 3. Run the Invoice report from the Financial report category. See the Printing/Previewing Reports section for details. Regardless of how you preview the invoice, the invoice will appear in a report preview page. From here, you can print the report, it to the customer, or take whatever steps necessary to ensure your customer receives the invoice. When you close the invoice preview page for an unsent invoice that has a Sent? value of "Ready to Send", a Mark as Sent? dialog box will appear when you close the Report Preview screen. Click Yes to mark the Invoice as sent. Once an invoice has been marked as sent, it will appear on the Unpaid Invoices tab of the Billing Center. Editing/Reviewing Time Cards If you have selected the I want to review employee's work hours, jobs, and tasks and enter those hours on time cards check box in the Payroll Setup Wizard and/or the Edit Time Cards in Office Duties check box on an employee's Payroll Setup tab, someone must review and submit the employee's time card before you can generate payroll for that employee. Caution: You cannot save changes made to a time card without processing it. Please be sure you are ready to process the time card before you start editing it. Reviewing Time Cards To review an employee's time card: 1. Open the time card. You can do so in two ways: 2. The Time Cards tab. Click the Time Cards tab in the Office Duties section to display a list of employees who are active and have selected the Edit Time Cards in Office Duties check box on the employee's Payroll Setup tab. Double-click a row to open that employee s time cards. 3. The Employee Record. Click Time Cards from the employee record's toolbar. 142

143 Office Duties Note: By default, an employee's time card will display all dates from the day after their last time card was entered until the present date. Note: ServiceCEO can not process payroll or calculate overtime for more than 15 overlapping time blocks. If you have 16 time blocks all occurring at the same time, you will receive an error message, and need to reschedule some of the time blocks (via job or task records) to reduce the number of time blocks at the particular time. 2. If necessary, change the time frame of the time card by selecting values from the Show time cards from: and to: fields and clicking Refresh. 3. Scroll down and review all of the displayed information. 4. Edit any existing time blocks as necessary. See the Editing Time Blocks section below for details. 5. Click New Time Block to add a new time block into the current time card. The time block will appear beneath the time block in which your cursor is currently located. 6. Click Delete Time Block to delete the time block in which your cursor is currently located. 7. Click Hide Busy Blocks to remove all time blocks marked as busy from the time card view. 8. When complete, click Submit. A confirmation dialog box appears, asking you if you want to submit your changes. 143

144 Office Duties 9. Click Yes to submit the time card. Click No to close the time card without submitting OR saving the changes. Note: Time cards must be completed in chronological order. In other words, after an employee's first time card has been created, you cannot save another time card for that employee until the previous time card has been saved. Note that you cannot remove employees who have been through a payroll run from the Completion Wizard. If an employee is removed during completion, any associated pre-completion time card records are deleted as well. Editing Time Blocks To edit any non-travel time block: 1. Edit the In time, if necessary. You can quickly edit the time of any In and Out value by using shorthand entries. For example, to change a time to 4:00 PM, you can use any of the following combinations: o 4p o 400p o 4:00p o 4:00 pm o 1600 or 16p (military time) Clicking or tabbing out of the field will automatically format the time correctly. Other useful shortcut keys include: o Tab or Enter moves the cursor to the next cell with a time in or time out that is not travel time. o CTRL + PgUp/PgDown: Moves the cursor to the first/last date in the time card. 2. Edit the Out time, if necessary. 3. Select a new time code from the Time Code drop-down list. 4. Type a description of the time block in the Description field. 5. Select the employee's role from the Role drop-down list. Only the roles for which the employee is eligible (as defined on the employee's Payroll Setup tab) will appear here. If the employee is only eligible for one role, no Role column will appear. Note that any changes you make to a time block will automatically be reflected in the Time Card calendar. Credit Card Processing The CC Processing tab enables you to process credit cards through ServiceCEO. In order to process credit cards within ServiceCEO, you will need to enable integration with X-Charge, a credit card processing application provided by CAM Commerce Solutions, Inc. To learn more about ServiceCEO's credit card processing capabilities, please point your browser to 144

145 Office Duties To apply for a merchant account and begin processing credit cards, please click the orange Pre- Application Form button located at: Caution: ServiceCEO only exports the first 20 characters of the first address line, as defined in the Address Information dialog box. After you have been issued a new activation code containing the Credit Card Integration license, but before you install the X-Charge software, you will need to perform two steps: Activate Credit Card Integration. For details, see the Defining Payment Types section of the Implementation Manual. Provide Users Security Rights. See the Managing User Groups section of the Implementation Manual for details. The security rights you will need to assign are called "Credit Card Processing". Exporting Data from ServiceCEO After you have integrated ServiceCEO and an Accounting Account (such as QuickBooks ), you can then export data from ServiceCEO to the external application. For integration details, see the Accounting Integration section of the Implementation Manual. The Office Duties section contains three sections of exportable information: Export Sales, Deposit, and Paychecks sections. Each section contains different information: Deposits. Exports customer payments. See the Exporting Deposits section for details. Export Sales. Exports customer charges (their invoices) and any adjustments to these charges into QuickBooks. All Invoices and Accounts Receivables information (all completed charges, inventory assets, and tax items) are included in the Export Sales tab. See the Exporting Sales section for details. Paychecks. Generates and exports employee paychecks. See the Generating Paychecks section for details. Exporting Deposits The Deposits tab enables you to record when the sales receipts (cash, checks, and credit card payments) you receive from your customers have been deposited in your bank account. You can export your deposits at any time, but, if you are integrated with an accounting package or QuickBooks, exportation typically occurs after accounting integration. Tip: If you are not integrated with an accounting package, you can remove all payments from this screen by clicking the select all button and clicking Deposit. This will mark all payments as deposited, which locks down the payment information. You will also be given an option to print a deposit slip, so that you can, if needed, use the deposit slip to enter information into another accounting package or at the bank. 1. Click Office Duties from the ServiceCEO Navigator bar. The Office Duties page appears. 2. Click the Deposit tab. 145

146 Office Duties Note: If a payment you expect to see appear here is not displayed, verify two things: The payment has been entered into ServiceCEO That the customer to whom the payment belongs is assigned to a zone. If no zone appears for the customer's primary address, the payment will not appear in the Deposit tab. 3. Select the Include check box corresponding to every payment you want to export. 4. Once all of the deposits you want to export are selected, click Deposit. The Deposit Wizard appears. 5. Click Process. The second page of the Deposit Wizard appears. This page summarizes the deposit information and provides you an opportunity to change the account into which you want to insert this deposit. 146

147 Office Duties 6. If necessary, select a new account from the Amount drop-down list on the top line of the Deposit Detail list box. For example, in the screenshot above, the default account is Savings. 7. If you like, you can enter a note in the Deposit Notes section. 8. To print out a copy of the Deposit Detail report, select the Print Deposit when finished check box. 9. Click Deposit. A confirmation dialog box appears. 10. Click Yes. A success message appears, indicating that the payment information is exported. 11. Click OK. If you selected the Print Deposit when finished check box, the Deposit Detail report appears. Exporting Sales To export your Invoices and Accounts Receivables information (all completed charges, inventory assets, and tax items) into QuickBooks or another accounting package: 1. Click Office Duties from the ServiceCEO Navigator bar. The Office Duties page appears. 2. Click the Export Sales tab. The Export Sales page contains a list of all completed charges, inventory assets, and tax items that are awaiting exportation. 147

148 Office Duties Tip: Only invoices that are marked as sent will appear in the Export Sales tab. For details, see the Ready to Send Workflow section. 3. Select the check box corresponding to every item you want to export. Caution: You can't export Invoices that come from Active jobs with assigned inventory assigned because some inventory cost are calculated during job completion. If the job is not completed, an inaccurate COGS (cost of goods sold) number would be exported to your accounting package. If you are running ServiceCEO Enterprise, all customers must have a zone assigned to their primary location for their invoices to appear on the Export Sales tab. 4. Click Export Data. The Accounting Charge and Adjustment Export dialog box appears, displaying the data marked to be exported to broken down by Account. 148

149 Office Duties 5. Click the plus sign next to an account's name to display detailed information for the account. Click the minus sign to hide this information. 6. Click Export. The data is exported. Generating Paychecks You can generate paychecks for your employees from the Payroll tab of Office Duties. This tab displays all employees who are due to be paid (based upon their payment frequency as defined in the Payroll Setup Wizard or the Employee Roles dialog box). 149

150 Office Duties Tip: You can organize this list by clicking the Pay Period From and Pay Period To column headers. For Enterprise users, you can filter the Payroll list by branch. The columns on the Payroll tab are: Pay Period From. The start of the current paycheck cycle. Pay Period To. The end of the current paycheck cycle. Time Cards Completed. Indicates if the employee still has time cards that need to be reviewed. Note that this column will only appear if you are reviewing Time Cards (i.e., at least one employee has the Edit Time Cards in Office Duties check box selected on their Payroll Setup tab). Tip: If you run your payroll on a particular schedule, it is a good idea to set up a recurring task to run your payroll. For details on creating a task, see the Creating a Task section. Creating Paychecks To create a paycheck: 1. Select the check boxes corresponding to the paychecks you want to create. 2. Click Create Paychecks. The Preview Paychecks dialog box appears. Note: If this is the first paycheck you are creating for this employee, the Enter Check Date dialog box appears, prompting you to type the date that you want to appear on the check. Type the date in the appropriate field and click OK. In addition, if some of the employee's time cards are not yet completed, a dialog box will appear stating that time card(s) are missing and that they will be automatically completed using default values. Click OK to accept these default values. Click Cancel to stop the paycheck generation and manually review the time card. 150

151 Office Duties Note: After you click Create Paychecks, ServiceCEO will be busy for some time while it performs the calculations necessary to preview the paycheck amounts. Please be patient. 1. Expand or contract the tree to view the appropriate paycheck information. 2. When done, click Save. If you are integrated with an accounting application, the button will be Save and Export. Clicking it will also export this paycheck to your accounting application. If you click Close, the paycheck will not be saved or exported and you will need to re-generate the paycheck at a later date. Tip: Note that you can also run the Paycheck report to detail all of an employee's paycheck data. Typically, you will run the report for all employees for a pay period and then send the calculated values to whomever prints your employee paychecks. For more, see the Employee Reports section. 151

152 Reports Reports Reports Overview ServiceCEO contains a large number of reports. These reports are designed to help you generate useful data to help you make better business decisions. All of the ServiceCEO reports can be accessed by clicking Reports on the Navigator Bar. For more, see the Printing/Previewing Reports section. Entering the Crystal License Code into ServiceCEO To create or customize Crystal Reports for use within ServiceCEO, you need either: A full version of Crystal Reports 9.0. At the moment, only Crystal Reports version 9.0 works with ServiceCEO. An Integrated Crystal Reports Designer License. For licensing and pricing details, point your browser to You can also purchase one from Online Store in the Member Center. After purchasing your license, you will receive a license code from Insight Direct. The license can be purchased directly from the Note: The report designer within ServiceCEO provides a 14-day trial (from the date of first use), but after this time you will need to purchase a license to use the designer. Tip: If you are not comfortable with editing your own reports, we can always create your report for you! To learn more, please visit Custom report quotations can be purchased directly from the Online Store in the Member Center. To enter the Integrated Crystal Reports Designer License code, follow these steps: 1. Login to ServiceCEO as an Administrator. 2. Select Help > Enter Crystal Reports License. The Confirmation dialog box appears. The License Code dialog box appears. 3. Select Yes when prompted to continue. 4. Type your license code into the field. 5. Click OK. 6. Close ServiceCEO. 7. Login to ServiceCEO as an Administrator. The report designer is now enabled. Note that only the Administrator can edit Crystal Reports through ServiceCEO. 152

153 Reports Tip: If you have a full version of Crystal Reports version 9, you can create or edit a report in that program and then import your changes into ServiceCEO. See the Managing the Report List section for details. Report Types There are two types of reports in ServiceCEO: Active Reports. Indicated by, these reports are default ServiceCEO system reports. These reports cannot be customized. Crystal Reports. Indicated by, these reports are built using Crystal Reports. If you have purchased an Integrated Crystal Reports Designer License, you can edit the structure and format of these reports. Customer Reports ServiceCEO's Customer reports display information about your customers. These reports include: Name Description Report Type Birthday and Anniversary Credit Card Expiration Customer Listing Location Access Details Marketing Module Notes On-Site Equipment Warranty Expiration Service Contract Expiration Generates a list of all customers with a birthday or service anniversary (based on the Entered Date) within your defined date range. Generates a listing of all customers whose credit card expires within your defined date range. Generates a list of all customers and their essential contact information (name, organization, phone numbers and address). You can generate a listing of all corporate customers and/or individual customers. Generates a listing of customers with their essential data and the values in their Alarm Code and Access fields as defined in the Address Information dialog box. Generates printed mailing labels, conducts mail merges, and exports contacts to Microsoft Excel. See the Demographic Filters section of the Implementation Manual for an explanation of the filters in this report. Generates a list of all customer notes in your date range. You can also include system notes - notes generated by ServiceCEO. Generates a list of all equipment warranties expiring within your defined date range. Generates a list of all service contracts expiring within your defined date range. Active Report Crystal Report Active Report Active Report Active Report Crystal Report Crystal Report Crystal Report 153

154 Reports To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. Scheduling Reports The Scheduling Reports display information about your schedules and jobs. These reports include: Name Description Report Type Active Recurring Schedules Cancellations Crystal Route Sheet able Work Order My Tasks New Schedules Project Management Route Sheet Weekly Schedule Work Order Generates a listing of all schedules with a status of Active Recurring within your defined date range. You can sort these schedules by customer name or by the date they are scheduled to occur. Generates a listing of all job and/or schedule cancellations within your defined date range. Generates a route sheet for every team working on jobs for every day in your defined date range. Generates a basic work order that is ready to be ed to your customers. Generates a listing of tasks assigned to the current user within the defined date range. Generates a listing of all new jobs and schedules within your defined date range. You can display these schedules by date, customer, frequency, or campaign. Generates a detailed summary of all projects and project visits within your defined date range. Generates a listing of all jobs for each day in the defined date range. The Classic Style is grouped by date while the CLIP style is grouped by team. Generates a detailed summary of the schedule for the week. You can organize this report for all teams by date or by team for each week. Generates all the information an individual or team of employees needs to know for a single job, including any customer or job notes. The work orders are generated based on the selected date range with a single work order generated for every scheduled job within your selected date range. The work order report can be run for just a particular client or a particular team of employees. Active Report Active Report Crystal Report Crystal Report Crystal Report Active Report Active Report Active Report Crystal Report Crystal Report To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. 154

155 Reports Employee Reports ServiceCEO Employee Reports display information about your employees. These reports include: Name Description Report Type Birthday and Anniversary Employee Loss Job/Task/ Adjustment History Listing Mailing Label Generates a list of all customers with a birthday or service anniversary (based on the Hire Date field) within your defined date range. Generates a list of all schedules that have been cancelled or rescheduled within your selected date range. Also includes the employee who serviced the customer before the schedule was cancelled or rescheduled so that you can identify problematic schedules along with the employees who are losing customers. Displays all jobs, tasks, and adjustments in the selected date range. This report was known as the Payroll report in versions of ServiceCEO before 6.0. Generates a listing of all current employees, including the employee s name, SSN, title, home phone, work phone and address. The Reservice Rate is the amount of times an employee has worked on a job that has generated a reservice divided by the number of jobs the employee has worked on. The three numbers in the report column show the percentage for three time periods: The last 90 days The last year All jobs for the employee Note: A reservice is created by clicking the Re-do button on the customer's Jobs tab. The Rank column's value is determined by adding up all the note ranks on the employee's Personnel File tab. Each note has a rank associated with it when it is created, that is stored on the employee's personnel file. The three numbers in the report column show the employee s rank for three time periods: The last 90 days The last year All jobs for the employee Prints mailing labels for your employees. If you do not filter the report, ServiceCEO will print labels for all employees in the list. Active Report Crystal Report Crystal Report Active Report Active Report 155

156 Reports Name Description Report Type Notes Paycheck Based on the contents of an employee s Personnel File tab, the Notes report can be run for all employees, a select employee and/or for a specific note type. Summarizes the employee's paycheck(s) in the defined date range, details the paid jobs and tasks, and its corresponding monetary information. Designed so you can easily export this information into a third party accounting application if necessary. Crystal Report Crystal Report To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. Financial Reports ServiceCEO's Financial Reports display information about your company s payment, deposit, and revenue details. Tip: The data that appears on ServiceCEO's financial reports is controlled by the Posted value. Please see the Posting Invoices section for details. These reports include: Name Description Report Type Accounts Receivable Business Analysis Report Canadian Invoice Invoice Generates a list of each customer s outstanding payments broken down to increments of current, 30 days, 60 days and 90 days. Invoices appear on the report based on the date of the invoice, even if the invoice's job(s) are not completed. By default, the Detailed A/R report only displays customers with a non-zero (positive or negative) balance. Summarizes your company s financial factors. Note that projects are not included in this report. Generates an invoice in a format compatible with Canadian financial and business practices. Generates an invoice for every completed job within your defined date range. Crystal Report Active Report Crystal Report Crystal Report Job Costing Job Costing at the summary level. Crystal Report Job Costing - Line Item Level Details A detailed Job Costing report. Caution: Due to the amount of data contained in this report, it may take some time to open. Please be patient. Crystal Report 156

157 Reports Caution: Travel time will only appear in the Job Costing report if: The employee is paid an hourly rate. The Cost travel time to: check box is selected in the Payroll Options dialog box. See the Defining Payroll Options section of the Implementation Manual for details. Name Description Report Type Past Deposits Pending Deposit Purchase Order Revenue Service Contract Service Contract Costing Statements Statements Detailed Displays details associated with payments that were deposited to an accounting package within the defined date range. If desired, these details can include any notes that may have been added from the Deposit Wizard. In addition, the Past Deposits report can include all deposits in the selected date range or be limited to specific deposit IDs. Displays all completed payments that have not yet been deposited i.e., those displayed in the Deposit tab of the Office Duties section. Displays all Purchase Orders in the selected date range. Only used if you are using the Inventory module. Displays projected or actual revenue for your defined date range. The report can be customized to include only revenue based on a particular customer or campaign. This report will use a job's date of service and not the job's invoice date. Generates a listing of all service contracts in the system for your defined date range. Generates a listing of all costs associated with service contracts in your defined date range. Generates a summary of invoices created during your defined date range. These reports can be used for general information purposes or as actual bills to be sent to the customer for remittance. Will only include customers with outstanding balances. This report is identical to the Statements report except that it contains more information (i.e., it is not designed to be sent to the customer). Will include all customers, regardless of balance. Active Report Active Report Crystal Report Active Report Crystal Report Crystal Report Crystal Report Crystal Report 157

158 Reports Name Description Report Type Transaction - By Job Date Transaction - By Invoice Date Will display all job-related transactions (charges, payments, and adjustments) for completed jobs. Projects will be displayed in the following manner: Fixed project charges will appear on the project's first visit date, if at least one visit is completed. Variable project charges will appear on the visit to which they are assigned, if the visit is completed. Will display all transactions present on invoices on the invoice date. Project charges will appear when the invoice is posted (by default, when the final visit of the project is completed). Crystal Report Crystal Report To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. Quotes/Estimates Reports ServiceCEO's Quotes/Estimates Reports display specific information about the quotes and estimates in the system. These reports include: Name Description Report Type Quoting Wizard Canceled Quotes Quoting Wizard Quotes by User Quoting Wizard Quotes with Schedules Quoting Wizard Quotes without Schedules Classic Estimate Estimate Estimate Tracking Report Displays all quotes that were canceled in your defined date range and the notes that were entered when you canceled them. Displays all quotes organized by user during your defined date range. Displays all quotes that involve schedules for your defined date range. Displays all quotes that do not involve schedules for your defined date range. Generates a list of all estimates during your defined date range. Generates a list of all estimates during your defined date range. Displays a listing of all jobs that originated as an estimate in your defined date range. Active Report Active Report Active Report Active Report Crystal Report Crystal Report Active Report 158

159 Reports Tip: There are two differences between the Classic Estimate and the Estimate reports: Formatting The Classic Estimate doesn't display estimates for projects, only job estimates. The Estimate report displays both project and job estimates. To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. Products/Services Reports ServiceCEO's Products/Services Reports display information about your company s products and services. These reports include: Name Description Report Type Inventory Levels By Stock Location Inventory Turnover Master Products and Services Displays the current levels of every inventory item for each stock location. Displays the current stock level threshold quantities and comments for every active inventory item. Note that this report will include all active products, not just those actively used in inventory tracking. Displays a list of either all products, services, or all products and services in ServiceCEO. Crystal Report Crystal Report Crystal Report To learn how to print and/or preview these reports, see the Printing/Previewing Reports section. Printing/Previewing Reports To print and/or preview a ServiceCEO report: 1. Click Reports from ServiceCEO's Navigator bar. The Available Reports dialog box appears. 159

160 Reports 2. Select the appropriate report category. There are six report categories: 1. Customer Reports 2. Scheduling Reports 3. Employee Reports 4. Financial Reports 5. Quotes/Estimates Reports 6. Products/Services Reports 3. Highlight the report you want to run. 4. Click Select. The Print Options dialog box appears. 160

161 Reports The Print Options dialog box enables you to define the criteria for the report. This criteria normally includes: Print Style. Some reports let you choose between different versions of the report (e.g., Summary and Detailed versions). Group By. Some reports let you define the grouping order of the report results by selecting it from the Group By drop-down list. (Note that this option is not available in the above screenshot.) Print Range. Many reports require that you select the range of dates for which you want to display information. Check Boxes. Some reports let you include or exclude information depending on what check boxes are selected. In the screenshot above, you have the option to include your company information on the report header and to display any add-on lines that may be present. Copies. If printing the report, select the number of reports you want printed from the Number of Copies spin box. Additional report criteria may be available on the Contents tab. Examples of possible additional criteria includes: Customers. You can include all customers in the report by keeping the All Customers check box selected. If you want to run the report for a specific customer, deselect the All Customers check box and type search criteria for the customer you want to appear in the field beneath the All Customers check box. A list of customers corresponding to your search criteria appears in the list box. Select the customer you want to display from this list. Options. You can filter the report by the values you select from the drop-down lists in the Options section. Only values that match the criteria you define here would appear in the final report. Company Structure. If you are running ServiceCEO Enterprise, you can filter the report by company structure. Depending on your security rights and login level, you may not see this tab. Some reports, such as the Revenue and Marketing Module report, have more extensive report criteria options. For a report of this nature, you would define your report criteria by selecting a tab or tabs in the first section and defining the appropriate criteria. Next, you would select the remaining criteria the sections numbered two and three before previewing or printing your report. 161

162 Reports For all reports, you can either print your report directly or preview it before you decide to print the report. To print the report without seeing it first, click Print. The Report will automatically print on your default system printer. To preview the report, click Preview. The Report Preview page appears. For more on Standard reports, see the Standard Report Preview page section. For more on Crystal Reports reports, see the Crystal Reports Report Preview page section. Standard Report Preview The Report Preview page enables you to view your report before you print it out. To navigate between the report records, use these buttons: Previous record Next record 162

163 Reports Crystal Reports Report Preview To preview a Crystal Reports report, click Preview from the Print Options page. The Report Preview page appears. This page will be different if previewing a Standard report. See Standard Report Preview page for more. The Report Preview page enables you to view your report before you print it out. To navigate between the report records, use these buttons: First record Previous record Next record Last record To print the report, click. 163

164 Reports Exporting Report Data While ServiceCEO s reports are extremely useful, there may be time where you want to manipulate the data contained within them. To do this, you can export report data to different formats. Exporting Data from a Standard Report Exporting Data from a Crystal Reports Report Exporting Data from a Standard Report You can export data from one of ServiceCEO's Standard reports into the following formats: Microsoft Excel. Click Excel Export. Saves the report in a Microsoft Excel format PDF. Click PDF Export. Saves the report in.pdf format, so it can be opened with Adobe Reader. RTF. Click RTF Export. Saves the report in Rich Text Format. HTML. Click HTML Export. Saves the report in a.html format so it can be opened with a browser like Microsoft Internet Explorer. Clicking one of these buttons displays a Save As dialog box, where you can navigate to and select the location on your computer where you want to save the exported information. Once saved, you can open the file with the appropriate program. Exporting Data from a Crystal Reports Report To export data from a Crystal Reports report: 1. Click. The Export Report dialog box appears. 2. Select the format to which you want to export the report from the Format drop-down list. Your options are: o Acrobat Format (PDF). Will save the report as a.pdf file. o HTML 3.2. Will save the report in a.html file, compliant with HTML 3.2. o HTML 4.0. Will save the report in a.html file, compliant with HTML 4.0. o MS Excel Saves the report in a Microsoft Excel format, with formatting. o MS Excel (Data only). Saves the report in a Microsoft Excel format, with no formatting. o MS Word. Saves the report in Microsoft Word format (.doc). o Rich Text Format. Saves the report in a.rtf format. o Tab-separated text. Saves the report in a.ttx format. o Text. Saves the report in a.txt format. 3. Click OK. A Save As dialog box, where you can navigate to and select the location on your computer where you want to save the exported information. Once saved, you can open the file with the appropriate program. 164

165 Reports Editing Crystal Reports To customize a Crystal Report, you must first preview it. For details on previewing a report, see the Running/Previewing Reports section. From the Report Preview page, click Customize to edit the report. The Design View page appears: Note: If the Customize button is not active, you do not have a Crystal Reports license. To edit Crystal Reports reports, users must either purchase a full copy of Crystal Reports version 9.0 or obtain an Integrated Crystal Reports Designer License through Insight Direct. Go to to learn more about obtaining an Integrated Crystal Reports Designer License. Tip: You must be logged into ServiceCEO as an administrator to edit a Crystal report. 165

166 Reports There are two views on the Report Preview page: Customize. This view enables you to make changes to the report. Click Customize to display this view. Preview. This view displays how the report will appear when run. Click Preview to display this view. When you make changes to the report, it is a good idea to preview them to make sure the changes work correctly. You can toggle back and forth between the Customize and Preview views at any time. Note: If you are customizing a report, we recommend you import it to the database. Doing so means that you can easily share it with other users, and all changes will be backed up when you back up your database. See The RPT File Location section for details. Managing the Report List By default, each ServiceCEO system will use its own (local) copy of the report's RPT file when running a report. If you wish to centrally manage and distribute your reports, you can edit the Reports List and specify an alternate location for each RPT file. To edit the Master Reports List, first log in to ServiceCEO as an Administrator, and then follow these steps: 1. Select Reports from the Navigator bar. The Available Reports dialog box appears. 2. Click Edit List. The Reports List dialog box appears. 166

167 Reports From the Report List dialog box, you can do three things: Add new reports to ServiceCEO. See the Adding New Reports section. Edit the configuration of existing ServiceCEO reports (including the category, description, and location of the report). See the Editing Report Descriptions/Sections section. Remove custom reports from ServiceCEO. See the Removing Reports section. Adding New Reports To add a report to ServiceCEO: 1. From the Report List dialog box, click Add. A new row appears in the report list. 2. Type a name for the new report in the Report field. 3. Select a section for the new report from the Section drop-down list. The report section is the Report Category under which it appears on ServiceCEO's main Available Reports page. 4. Type a description for the report in the Description field. 5. Indicate the Report Definition File location. See the RPT File Location section for details. 6. Repeat steps 3-7 to add additional reports. 7. Click OK. Tip: By default, all ServiceCEO reports are located on your computer at C://Program Files/ServiceCEO/Reports. Tip: For a template you can use to create a brand new crystal report, download the following report file: rptnew.rpt. Editing Report Description and/or Section To edit the description and/or section of a ServiceCEO report: 1. From the Report List dialog box, find the report you want to edit and select it. 2. To change the report section, select a new section from the Section drop-down list. The report section is the report Category under which it appears on ServiceCEO's main Available Reports page. 3. Edit the report description by editing the text in the Description dialog box. 4. Repeat steps 1-3 to edit additional reports. 5. Click OK. 167

168 Reports The RPT File Location By default, all reports are saved in each user's local hard drive. By default, this location is C:\Program Files\ServiceCEO\Reports. You can easily change the location of the RPT file from the Report List dialog box: 1. Select the Access the Report Definition from the following file: option button. 2. Click. The Select Report File dialog box appears. 3. Navigate to the location where the report file (with an ".RPT" extension) is located and select it. 4. Click Open. The name of the report definition file appears in the field. 5. Click OK. This configuration is the most efficient method of managing your report files, and is recommended for: All standard reports shipped with ServiceCEO Single-computer installations Reports that will not change This configuration requires that you distribute copies of these reports to all users running ServiceCEO (i.e., each user's Reports folder must be identical). You must also be responsible for backing up changes to these reports and ensuring that they are not overwritten when upgrading ServiceCEO (see the warning in the Saving Crystal Reports in ServiceCEO section). If you have multiple users connecting to a single ServiceCEO database, you can utilize two other methods of managing your report files: Save the RPT files in your database. Saving your reports in the ServiceCEO database means that reports will be automatically downloaded to your computer whenever you print or preview a report that you have not used before or one that has changed. This is recommended for customized reports in an installation where users will be accessing the reports over remote connections. To do this: 1. Open the Report List dialog box. 2. Select the Save the Report Definition in the ServiceCEO database option button. 3. Click Import Report. The report is now located in the database. Save the RPT files on a network drive. Saving reports on a network drive is recommended for customized reports where users will be accessing reports over a high-speed LAN. The fileserver containing the reports should be backed up on a regular basis. This configuration is not as efficient as saving the.rpt files in the database. Caution: It is a good idea to backup your customized reports. While reports that are embedded in ServiceCEO are automatically backed up as part of the normal database backup procedure, reports not embedded in the database are never backed up or saved. For this reason, it is a good idea to have a copy of these reports in a safe place (and outside of the C://Program Files/ServiceCEO directory) to ensure that you will have a copy of the report if something happens to the original. 168

169 Reports Removing Crystal Reports from ServiceCEO To remove a Crystal Reports report from ServiceCEO: 1. Select Reports from the Navigator Bar. The Available Reports dialog box appears. 2. Click Edit List. The Report List dialog box appears. 3. Find the report you want to delete and select it. 4. Click Delete. A confirmation dialog box appears. 5. Click OK. The report will be deleted from ServiceCEO. Note: You will not be able to delete the default ServiceCEO system reports (i.e., the reports detailed in the Report Types section). Caution: Deleting a custom report only removes the report from ServiceCEO. It does not erase the RPT file from the C:\Program Files\ServiceCEO\Reports directory. 169

170 Graphs Graphs Graphs Overview ServiceCEO contains multiple graphs to enable you to easily view the relationships amongst the data tracked in the program. All of the graphs are point-in-time, meaning that the data displayed represents the most current information at the time the graph is generated. If the same graph is selected a few hours later, it may be different since new information may have been entered in the time since the original graph was generated. There are four graph categories: Customer Graphs Job Graphs Employee Graphs Office Duties Graphs Displaying a Graph To display a graph: 1. Select Graphs from the Navigator bar. 170

171 Graphs 2. Select the graph you want to view from the graph list. The graph appears on the right-side of the screen. 3. Select the graph style by either selecting Graph > [graph style] or clicking the toolbar icon for the style you want. Graph Display Options The toolbar icons are: Pie 3D Pie Line 3D Line Column 3D Column Area 3D Area Click the icon corresponding to the method to which you want to display the graph. Customer Graphs ServiceCEO currently offers four different graphs based on customer information. Campaign Comparison The campaign comparison graph tracks marketing type data, located in the customer record. Only those campaigns currently in use will appear on the graph. For more on campaigns, see the Campaigns Overview section of the Implementation Manual. You can display the Campaign Comparison in three configurations: Campaign Comparison. All campaigns. Campaign Comparison Active Recurring. All campaigns for jobs and schedules with a status of Active Recurring. Campaign Comparison All Active. All campaigns for jobs and schedules with a status of Active. Status Comparison The status comparison graph chronicles customer status data. Job Graphs ServiceCEO offers four graphs that display different views of scheduled job data. Services Count The services count graph tracks the quantity of services sold to date. As more services are sold and more time passes, this graph will continue to grow. Products Count The products count graph tracks the quantity of products sold to date. As more products are sold and more time passes, this graph will continue to grow. 171

172 Graphs Schedule Count The schedule count graph displays the amount of schedules in the system. You can display this graph in two ways: Schedule Count By Frequency. Displays the schedules based on their frequency. Schedule Count By Zone. Displays the schedules based on the zone in which they are performed. Employee Graphs ServiceCEO currently offers only one employee graph. The Status Comparison graph tracks employee status. The graph will compare the number of employees who are active, inactive, on leave or terminated. If an existing status type does not appear in the graph, it is not yet being used in any employee record. Office Duties Graphs Income Trends The Income Trends graph displays your company s revenue volume by month. Sales by Month These graphs display your sales for the year you select. The graph will be divided by month. Caution: The revenue numbers displayed here may not be the same as those listed on ServiceCEO's Revenue report. The reason for this is that the Revenue report is based on the date of the job's invoice(s) and the graphs are based on the date the job was completed. 172

173 Dispatch Board Dispatch Board The Dispatch Board is a single screen designed to present that snapshot of your company's business for a single day. It displays all of your company s teams along with each team s employees and jobs for a specific day. The dispatch board allows you to easily see what is scheduled to take place for the current day, enabling you to manage your teams, employees, and jobs by switching job assignments, determining employee availability, etc. Since the Dispatch Board is designed to be a centralized location where users can view and manage team assignments for a given day, you can change assignments and availability by dragging-and-dropping jobs and employees from team to team as well as to and from the windows located on the left side of the Dispatch Board. To facilitate this, the Dispatch Board is divided into two sections: The Dispatch Board s main window displays individual team windows for every team in the company. A series of windows and fields on the left side of the screen, including the Active Employee Assignments, Unavailable Employees, and the Unassigned Jobs windows. 173

174 Dispatch Board Note: All ServiceCEO users with dispatch board viewing rights will be able to see the changes that you make on the Dispatch Board. Also, be aware that you will be able to see all of the changes that other users make. As such, it is a good idea to click Refresh before you perform any actions on the Dispatch Board. Alternatively, you can define a short refresh rate in the Dispatch Board Options page. See the Defining Dispatch Board Options section of the Implementation Manual for details. Display Options Current Display There are three possible drop-down lists in this section: Date. Displays the date currently displayed in the Dispatch Board. Select a different date from the calendar box to display a new date. Profiles. If you are using Company Profiles, you can select the profile you want to display from the drop-down list. View. Select the view you want to display. See the Custom Dispatch Board Views section for details. Active Employee Assignments The Active Employee Assignments list box displays all active employees along with the number of teams to which the employee belongs (indicated in the T column) and the number of jobs to which they are assigned (displayed in the J column). Unavailable Employees The Unavailable Employees list box displays all employees who are not able to work during the selected day. Unavailability is based upon an employee s work hours and work hour overrides. (See the Employee Work Hours section for more.) Unassigned Jobs The Unassigned Jobs window displays all jobs that have not yet been assigned to a team and/or an employee. To assign an unassigned job to a team, drag-and-drop the job into a team window s Jobs folder. Enterprise If you are running ServiceCEO Enterprise, you can only display information for one branch at a time. To this end, when you click the Dispatch Board icon from the Navigator bar, a Select Branch dialog box appears: Select the branch you want to display and click OK. The branch's information appears in the Dispatch Board. 174

175 Dispatch Board Custom Dispatch Board Views Within the ServiceCEO Dispatch Board, you can create, save, and discard customized Dispatch Board views. Creating Views To create a new view: 1. Open the Dispatch Board. 2. Customize the appearance of the Dispatch Board to your specifications (which teams are displayed, where they are located, roles, etc.). 3. Select Save Current View As from the View drop-down list. 4. Type a name for the view. 5. Click OK. Applying Views To apply a Dispatch Board view: 1. Open the Dispatch Board. 2. Select the view you want to see from the View drop-down list. Tip: Last used filters will be saved for every user, meaning that each user s last view settings will be saved. The next time the user opens the Dispatch Board, the last view that they used will appear. Deleting Views To delete a view: 1. Open the Dispatch Board. 2. Select the view you want to delete from the View drop-down list. 3. Select Remove Current View from the View drop-down list. The ability to add/create and delete Dispatch Board views depends on your security rights. For details, see the Establishing Security Rights section of the Implementation Manual. Dispatch Board Job Options The active jobs for each team on the Dispatch Board are displayed in the team s Jobs folder. The naming convention for a job is designed to give users the essential information about the job. This naming convention consists of the following data separated by dashes: Customer name. The first portion of the customer s name. Time the job starts. The job window. Expressed in hours. Length of the job. Expressed in hours. Zone. For example, the Acme-8a Downt job means that a job for the Acme Corp. located in the Downtown zone is starting at 8:00 AM with no job window and will take 12 man-hours to complete. 175

176 Dispatch Board Note: The job s naming convention can be edited. For details, see the Defining Dispatch Board Options section of the Implementation Manual. To perform tasks on a job on the Dispatch Board, right-click the job and select one of the following options from the pop-up menu: Open Job. The General Tab of the job record appears. Open/Edit Job as Project. Converts the current job into a project. Customer Record. The General Tab of the customer record appears. Print Work Order. The job s work order appears in a preview window, where you can print or export it. Work Order. The Work Order Preview dialog box appears, enabling you to define how to send the work order. See the ing a Work Order to an Employee section for details. Cancel Job. The job will be canceled. Caution: Selecting Cancel Job will cancel the job without warning, so make sure you want to cancel this job before selecting this option. Phone Numbers. The customer s phone numbers will be displayed in a pop-up dialog box. Last Serviced. The customer s last three completed jobs will be displayed in a pop-up dialog box. Display the employees that worked on these previous jobs by clicking the plus sign to the left of the job. Get MapPoint Directions. You can display directions to the job location from the office (as defined in the Company Information dialog box), the employee address, or an address that you define. For more, see the Displaying Directions in MapPoint section. Add Note. The Note dialog box appears, enabling you to create a note for the job. Only one note can be added to a job. Notes added in this manner will be assigned the Dispatch Board Job Note note type. After adding a note, the job icon will include a small circle, indicating that a note is attached to it. Note: You can also add a note by clicking Add Note from the toolbar. If a note is already attached to the job, the pop-up menu will contain Edit Note and Clear Note options. In addition, the Edit Note and Clear Note buttons on the toolbar will be activated. 176

177 Dispatch Board Combining Jobs If you have two or more jobs scheduled for the same customer on a particular day, you can combine them into a project (potentially serviced by multiple teams) on the Dispatch Board. Each visit will contain the products/services their original job contained. Caution: Only one of the jobs you are combining can be part of a project. Combining a job with a project visit will add the job as a new visit to the existing project. To combine jobs: 1. Open the Dispatch Board. 2. Select the first job for the customer and drag-and-drop it onto another job for the same customer. A confirmation dialog box appears. 3. Click Yes to combine the two jobs into a project. Tip: All Team, employee, billing and commission configurations will follow the associated jobs to the new visits created from the job. For example, if the two or more jobs were serviced by different teams, then the resultant project will be serviced by multiple teams. In addition, if the two jobs had multiple Advanced Billing configurations, the project visits will have different Advanced Billing configurations. 4. A dialog box will appear, asking you if you want to open the entire project (the project that was just created), or this occurrence of the project (the job you just dragged and dropped to create the project). Select the option button for what you want to view. 5. Click OK to view the project or project visit. Click Cancel to keep the newly created project closed. Moving Jobs on the Dispatch Board To move an individual job on the Dispatch Board: 1. Click and drag the job you want to move to another team s Jobs folder. Some job duration calculation may occur, but the job will appear in the new team's Jobs folder. Note: If you move a recurring schedule, you will be asked if you want to move all occurrences of the schedule versus this single occurrence of the schedule (i.e., the single job). You can also move all of a team's jobs to a different team via the Dispatch Board. To do so: 1. Open the Dispatch Board. 2. Click and drag the Job folder for the team whose jobs you want to reassign to another team s Job folder. A warning message appears, stating Do you want to move all jobs to a new team? 3. Click Yes to move all of the Jobs to the new Team. 177

178 Dispatch Board All of the job's Scheduling options will be verified on a per-job basis. In other words, if you have configured ServiceCEO to verify certain items in the Scheduling Options dialog box (e.g., work hours, Skills, scheduling conflicts, etc.), each job will be individually checked for conflicts. Thus, if you are moving six jobs to another team and all six jobs have skills conflicts with their new team, you will receive six warning messages. For more on scheduling warnings, please read the Defining Scheduling Options section of the Implementation Manual. Note: You cannot move a Jobs folder to the Unassigned Jobs section. To remove a team from a group of jobs, you must move all of the individual jobs to the Unassigned Jobs section of the Dispatch Board one at a time. Deleting a Job from the Dispatch Board 1. Click Dispatch Board from the Navigator bar. The Dispatch Board appears. 2. Right-click the job you want to cancel and select Cancel Job from the pop-up menu. A Confirmation dialog box appears. Tip: You can require that users canceling a job enter a note explaining why the job was canceled. See the Customer Options section for details. Dispatch Board Employee Options To see which employees are assigned to a job on the Dispatch Board, double-click the job. The employees for that job appear below the job. Right-click Menu You can right-click any employee to access a pop-up menu with more options, including: Open Employee. Opens the employee record. See the Employee General Tab section. Work Hours. Displays the employee's work hours. See the Employee Work Hours section. Skills. Displays the employee's skills. See the Skills Overview section. Roles. Enables you to change an employee's role for the job/day. See the Changing an Employees Role section. Undo Remove. Will undo the most recent employee reassignment. Note that this feature will undo the employee remove from the original team but not remove the employee from the new team. Phone Numbers. Displays the employee's phone numbers in a pop-up box. Add Notes. Add a note to the employee record. See the Adding a Note section. 178

179 Dispatch Board Employee Icons The employee icons are: Icon Meaning An available employee An original member of this team, the employee has been made unavailable, removed from the team, or moved to another team or individual job for the day. This employee has been added to this team or job. This employee is unavailable. This employee is being shared with another branch and is unavailable for use within the current branch. Only visible in ServiceCEO Enterprise. This employee is being shared from another branch. Only visible for those users running ServiceCEO Enterprise. Unavailability You can easily make an employee unavailable for the day by clicking and dragging the employee to the Unavailable Employees section. Doing so will automatically enter an override on the employee's work hours for the current day, removing the employee from ALL jobs for that day. Note that when marking employees as unavailable for the day on the Dispatch Board, several of ServiceCEO's scheduling verifications will not be performed: Skills Overtime Work Hours Scheduling Conflicts You will need to manually verify that the changes you make on the Dispatch Board do not cause any additional issues. Moving Employees between Jobs on the Dispatch Board Employees can be added and removed from jobs on the Dispatch Board. For example, if a four employee team was assigned five jobs for a particular day, and the last job required an additional employee, you could assign an employee from another team to the last job of the day. Alternatively, if the fifth job of the day did not require four employees, you could remove one of the employees by dragging and dropping an employee icon to the Active Employee Assignments window. Tip: You can also add or remove employees from jobs during completion on the Payroll page of the Completion Wizard. 179

180 Dispatch Board To add an employee to a job: 1. Click the employee from the Active Employees Assignments list box or a team window and drag the employee to the appropriate job. 2. Release the mouse button. The employee is added to the job. Removing an employee from a job: 1. Double-click the job from the appropriate team window. All employees assigned to the job will appear. 2. Click the employee you want to remove and drag him/her to the Active Employees Assignments list box. 3. Release the mouse button. The employee is removed from the job. Note that adding or removing employees from a schedule will prompt you for more information. Click Yes to add the employee to all occurrences of the schedule. Click No to affect only this job. Caution: Adding and removing employees from teams may have scheduling and/or skills implications. If the appropriate options are activated in the Scheduling Options dialog box, then warnings may appear if scheduling or skills arise as a result of the employee move. Changing an Employee's Role To change an employee's role for a day or for a particular job: 1. Open the Dispatch Board for the day on which the job is performed. 2. To change the employee's role for the entire day, right-click the employee's name under the team folder and select Role > [new role] from the pop-up menu. 3. To change the employee's role for a particular job, double-click the job to display the employees, then right-click the employee and select Role > [new role] from the pop-up menu. Tip: With different roles, you can, if you want, assign an employee to a job twice - once for one role and again for another role. For example, if you have an employee that works as a sales representative as well as a technician, you can assign him to the job as both a technician and as a sales representative. Don't forget that changing an employee's role will affect their payroll for the day/job since they will now be paid according to the payroll defined on their Payroll Setup tab. In addition, if you defined different employee role icons in the Employee Roles dialog box, the employee's icon will be different on the Dispatch Board. 180

181 Dispatch Board ing a Work Order to an Employee Before you are able to work orders to your employees, you first have to ensure that two things are configured: A company address is defined in the Company Information dialog box All employees have defined addresses in the General tab of their employee records. To a work order to an employee: 1. You can create work order s from two places: o o From a Day view of the Jobs Calendar, select Tools > Work Orders For This Date. From the dispatch board, right-click a team window and select Jobs to Team from the pop-up menu. The Work Order Preview dialog box appears. Note: The Work Order Preview dialog box will only appear if you have selected the Show E- Mail Preview Screen Before Sending in the Options dialog box. For details, see the Defining Options section of the Implementation Manual. 2. The From address defaults from the Company Information dialog box (see the Defining Company Information section of the Implementation Manual). If you want to change this address, type a new valid address in this field. 3. Review the settings in this dialog box. 181

182 Dispatch Board Note: The Character Limit field defaults from the employee's Detail tab. The Maximum s field is defined in the Options dialog box. 4. Click Send. The (s) are sent. Note that as long as your provider has an Short Message Service (SMS) gateway (and most providers in the United States have such a gateway), ServiceCEO Work Order s can be sent to mobile phones as text messages. Dispatch Board Team Options You can change the display of team windows on the Dispatch Board by right-clicking a team's title bar. A pop-up menu appears, providing you several options: 1. Zoom/Un-Zoom. These options will enlarge/shrink the team window. 2. Hide Team. Select to hide the team window from sight. To display a team after it has been hidden, select Teams > Display All. 3. Resize others. Select to resize all team windows on the dispatch board to the same size as the current window. 4. Route with MapPoint. Select to use Microsoft MapPoint to direct the team to their jobs in the most efficient manner. For more, see the Displaying Directions in MapPoint section. 5. Jobs to Team. The work order will be ed to all members of the team. See the E- mailing a Work Order to an Employee section for more. 6. Lock. See the Locking a Team from the Dispatch Board section for details. 7. New Job. A new job will be created. See the Creating Jobs section for direction on creating a job. Moving Employees between Teams on the Dispatch Board To move employees between teams from the Dispatch Board: 1. Locate the employee that you would like to move. 2. Drag and drop this employee into the Members folder of another team window. The icon in the employee s original team window now includes a yellow minus sign, indicating that the employee has been moved to another team. In addition, the employee appears in the new team window with a blue plus sign, indicating that the employee has been assigned to this team for the day. Caution: Adding and removing employees from teams may have scheduling and/or skills implications. If the appropriate options are activated in the Scheduling Options dialog box, then warnings may appear if scheduling or skills arise as a result of the employee move. 182

183 Dispatch Board Locking a Team You can lock any team in ServiceCEO for any day, meaning that no other jobs can be added to the team. You can, however, remove jobs and add/remove members from the team while the team is locked. Note: Before you can lock a team, you must first enable team locking in the Scheduling Options dialog box. To lock a team: 1. Open the Dispatch Board. 2. Select the date for which you want to lock a team from the Currently Viewing drop-down list. The Dispatch Board will refresh to display the date you selected. 3. Right-click the title bar of the team you want to lock and select Lock from the pop-up menu. The title bar of the team's window will change from blue to red, indicating that the team is locked for the day. If, after a team is locked for the day, you try to add another job to that team, a warning message will appear, informing you that the team is locked. To unlock the team: 1. Open the Dispatch Board. 2. Right-click the title bar of the locked team and select Unlock from the pop-up menu. The title bar of the team's window will change from red to blue, indicating that the team is unlocked. Printing Work Orders from the Dispatch Board To print a Work Order: 1. Select the job whose work order you want to print. 2. Either right-click the job and select Print Work Order or click Work Order. The Print Preview dialog box appears. 3. Select the appropriate options in the Print Preview dialog box. 4. Click OK. The work order prints. 183

184 Additional Features Additional Features Searching for Customers/Employees As your company database grows, so will the number of customers and employees in ServiceCEO. Thus, your customer and employee lists will become quite large. To help you quickly and easily find the record you want to view, ServiceCEO has many features to help you find a specific customer or employee record: 1. Column Sorting. Click a column heading to sort all records according to that column. You can sort any column name in either an ascending or descending order. For example, if you click the Full Name column header, the list will be displayed by the record's full name, sorted A-Z. A small up arrow appears in the column header to indicate the direction of the sort. Click the column header again to sort the Full Name column in descending order (i.e., Z-A). A down arrow appears in the company name column header. 2. Individual Match. Click a column heading and start typing the value you want to display. ServiceCEO will move to the record that matches your text. For example, if you click the Full Name header and type mey, all records containing these three letters will appear (e.g., Meyer, Steven; Carmichael, Meygan; Admeytech Corporation; etc.). 3. Tabs. The tabs, located at the bottom of the screen, filter the customer list via the Full Name or Company Name field. For example, click the ABC tab to display only those records whose full names begin with A, B or C. Caution: Due to performance restrictions, if you have more then 8000 customer records in your database, options 1-3 will not work. 4. Search. The search field varies depending on where you access it: Customer List. Click Show Find to display an expanded find section. Type search criteria into as many or as few fields as you want and click Find. The list will display all records that match what you typed. Tip: Since contact names - the names stored in the Address Information dialog box of a customer record - are not stored in a first name, last name format, you will not see these customers if you search by last name. To include contacts in your results, use the First Name field and use the % wildcard. The percent sign - % - is a wildcard character that enables you to skip the first name record. For example, if you want to search for a contact named "Frieda Morgenstern" by her last name, type some variation of %Mor into the First Name field. Note: Since contact names are not displayed in the main customer list, searching for a contact name will display the customer record by which the contact is located, but will not display the contact's name. For example, if you have a contact named "Maggie Hernandez" in the "XYZ Corporation" customer record, if you type "Maggie" in the first name field and click Find, the XYZ Corporation record will appear in your results. You can then open the XYZ Corporation record to see Maggie Hernandez's contact information. Employee List. Click Show Find to display the Search field. Type search criteria into the Search field and click Find. The list will display all records that match what you typed. 184

185 Additional Features 5. Advanced Search. See the Advanced Search section for details. 6. Filters. See the Filter Overview section for details. Note: The Filter is now always active on the Customer page. To edit it, click the arrow next to the Filter button and click Edit Filter (or press SHIFT + F12). 7. Field Chooser. You can use the field chooser to display different fields on your main customer and employee lists. See the Field Chooser section for more. Advanced Search To conduct an advanced search: 1. Click Show Find from the Customer list or Employees list. The Search field(s) appears. 2. Click Advanced (located to the right of the Search field). The Search By dialog box appears. Tip: You can use the advanced search functionality in many areas in ServiceCEO. Depending on which section you use it in, the appropriate dialog box appears. For example, if you use an advanced search to find an employee, the Find Employees dialog box will appear. 185

186 Additional Features 3. Type the information you have into the Search column of the appropriate field. You can fill in as many or as few search fields as you want. Note: Every field in the type of record for which you are searching is listed on the left side of the dialog box. 4. Click Search. A page appears with your search results. Defining Contact Information You can define contact information for both customers and employees. You can enter the contact information in two ways: Use the Full Name dialog box as detailed below. Type the customer s name in the First/Last Name fields. (Non-corporate customers only) Note: The Full Name dialog box is not available for corporate customers. For corporate customers, simply type the name of the company into the Name field. To enter contact information via the Full Name dialog box: 1. For customers, click, located next to the First/Last Name fields. For employees, click Full Name. The Full Name dialog box appears. 2. Select a prefix from the Prefix drop-down list, if necessary. 3. Type the first name in the First Name field. 4. Type the middle name in the Middle Name field, if necessary. 5. Type the last name in the Last Name field. 6. Select a suffix from the Suffix drop-down list, if necessary. 7. Click OK. The General tab appears, displaying the new name. Note: You can attach up to four individual customers to a corporate customer record. 186

187 Additional Features Defining a Phone Number To define a phone number from a customer record or an employee record: 1. Open the General tab of the appropriate record. 2. If a Customer record, select the phone number type from the drop-down list. Note: If you are defining a phone number for a customer, you can also define the phone numbers in the Address Information dialog box. See the Defining a Customer Address section for more. 3. Type the area code into the first field. 4. Type the rest of the phone number into the second field. Tip: If you ve turned on phone number formatting, ServiceCEO will automatically format all entered phone numbers into the (123) x234 format. For more, see the Defining View Options section of the Implementation Manual. 5. Repeat steps 2-4 for each additional phone number, using the appropriate phone number line. Your screen should appear as follows: Customer Phone Number fields Employee Phone Number fields 6. Click Save and Close. Linking Records A link is a connection between two records, documents, or web pages. For example, if you wanted to link the document containing a marketing mailing to the customers to which it was mailed, you can do so by linking the document to the customer record. Note that some records will automatically be linked. For example, if you create a task from within a customer record, ServiceCEO will automatically link it with the customer. Creating A Link You can add a link to a customer record, employee record, or task. 1. Open the links tab for the record to which you want to add a link. 2. Click New Document Link. The System Search dialog box appears. 187

188 Additional Features 2. Click the tab corresponding to the type of link you want to attach. Possible links include: o Customers/Jobs/etc. Use this tab to link to customers, jobs, estimates, quotes, tasks, and/or service contracts. o Employees. You can link to any employee record. o Shortcuts or URLs. You can link to support files or URLs. Supported files include: Microsoft Word, Microsoft Excel, PDF, RTF, and HTML. o Vendors. If you are using the Inventory module, you can link to a specific vendor. 3. Enter the link details. For example, if you wanted to link a copy of a customer s signed service contract or the blueprints of their property to the customer record, you would: 1. Click the Shortcut/URL tab. 2. Click Browse. The Select File dialog box appears. 3. Navigate to and select the customer s service contract. 4. Click Open. The document path appears in the field on the Shortcut/URL tab. 4. Click OK. The file appears as a line item on the Links tab. 5. If necessary, click the line s Summary column and type a description of the link (here, Service Contract ). To access a link: Accessing a Link 1. Open the Links tab of the record containing the link. 2. Double-click the link you want to access. The linked record appears. If you linked to a file in another format, that program will automatically open. 188

189 Additional Features Deleting a Link To delete a link from a record: 1. Open the record from which you want to delete a link. 2. To delete a link, select it and click the button. Defining Frequency You can define a frequency for the following items: A Job Record A Task Record An Advanced Billing Setup. To define a frequency: 1. Click Frequency. The Appointment Frequency dialog box appears. 2. Click the tab corresponding to the frequency the job will occur. The options in the later sections will change according to which tab is selected. 3. Select the appropriate options for the job frequency in the top portion of the dialog box. 4. Select the scheduled end option in the middle portion of the dialog box. Your options are: o No end date. The schedule will reoccur forever until you end the schedule. See the Defining an End Date for a Recurring Schedule section for details on ending an existing reoccurring schedule. o End after X occurrences. Type the number of occurrences you want to occur in the text field. o End on X. Select the date you want the schedule to end from the calendar box. 5. Click OK. For example, if you wanted to create a recurring job that occurred every week on Tuesday and Thursday, you would open the Weekly tab of the Appointment Frequency dialog box for the job, select the Tuesday and Thursday check boxes, and then select the No end date option before clicking OK. 189

190 Additional Features Defining Custom Fields Customized fields appear in: The Detail Tab of a customer record The Detail Tab of an employee record The Other Tab of a Job record The Other Tab of a Service Contract The Custom Fields tab of an Equipment Item Note: The custom fields defined here are different then the fields that can appear for Master Products. Those fields are defined in the Products/Services Options dialog box. To edit customizable fields: 1. Double-click directly on the name of one of the custom fields (the label to the left of the text entry field; i.e., double-click on Custom Field 1:). The Customize Fields dialog box appears. 2. Type the name for each custom field in the appropriate Label Name field. 3. Select the custom field's field type from the Type drop-down list. There are two types of field types: o Text. The field can contain any text entered by the user. o List. The field will contain a drop-down list of values you define. 4. If you selected List from the Type drop-down list, click. A Custom List dialog box appears. 5. Click Add to add a new value to the drop-down list. 6. Type the drop-down list's value in the Description field. 7. The Active check box will be selected by default. To make this value inactive, deselect it now. 8. Repeat steps 5-7 to add more values to the drop-down list. 9. Click OK. 190

191 Additional Features 10. Repeat steps 2-9 to define more custom fields. 11. Click OK. The new field names appear. Caution: The Service Contract custom fields are linked to the Job custom fields. If you make any changes to the custom fields in a job, the service contract custom fields will be changed, and vice versa. The Field Chooser You can determine which fields will appear on your customer list by clicking Field Chooser from the customer list. The Field Chooser dialog box appears. Tip: The field chooser also appears in a different format in the Team Check In dialog box. See the Field Chooser section of the Team Check In Overview topic for details. The fields that currently appear on the customer and employee lists are displayed in the Selected Fields list box. The fields that are available to add to the lists appear in the Available Fields list box. To add a field to the display: 1. Select the field you want to add from the Available Fields list box. 2. Click. The field appears at the bottom of the Selected Fields list box. 3. If necessary, click and/or to move the field into the order in which you want it to appear on the customer/employee lists. 4. Repeat steps 1-3 to add more fields to the lists. 5. Click OK. 191

192 Additional Features To remove a field from the display: 1. Select the field you want to remove from the Selected Fields list box. 2. Click. The field appears at the bottom of the Available Fields list box. 3. Repeat steps 1-2 to remove more fields. 4. Click OK. Assigning Sales Representatives This dialog box enables you to assign default sales representatives to the customer or job. You can also define the sales representative default payroll information when working for that customer or job. To define a sales representative's unique payroll: 1. Click next to the Sales Reps field in one of three locations: o The General Tab of a Job record o The General Tab of a Customer record o The Project Control Panel The Payroll - Sales Reps dialog box appears. 2. Select the Sales Representative you want to add to the customer or job from the Available Sales Reps list box. 3. Click. The selected sales representative will appear in the Assigned Sales Reps dialog box. 192

193 Additional Features 4. If necessary, edit the sales representative's fields: o o o o o Payment Type. Select the sales representative's payment type from the drop-down list. Pay Rate. Type the sales representative's pay rate. Original Commission. Type the percentage of the original sale that the sales representative will receive as a commission. Add-on Commission. Type the percentage of the add on sale that the representative will receive as a commission. Itemize Commissions. To define specific commissions for each of your products and services, click. The Per-employee dialog box appears. For details, see the Defining Employee Commissions section. Note that you will only be able to define individual commission rates for those products and services for which the Pay different commission rates check box is selected on the Master Product and Service Detail page. Caution: Editing a sales reps' payroll values in this manner will only affect the job or customer in which the payroll values are being edited. If you want to edit the sales reps' default payroll, you need to make the changes in the Sales Reps' Payroll Setup tab. 5. Repeat steps 2-4 to add additional sales representatives to the job or customer. 6. Click Close. Importing Data into ServiceCEO Currently, you can import three types of data into ServiceCEO: Customer Records. ZIP Codes. Inventory Products and Master Catalogs. While the general importation process is similar for these three types of data, some specific changes may be needed to import each type. For details, please see the specific sections below, and then the general sections for the process. We support importing customers from five data sources: Microsoft Access databases (*.MDB) Fixed-width text files (*.TXT) Comma-delimited text files (*.CSV) Tab-delimited text files (*.TAB) A previous import configuration file (*.XML) For the best results, we recommend using a Microsoft Access file. For sample customer import information, please download the ServiceCEO Import Template.xls spreadsheet from 193

194 Additional Features Tip: Microsoft Excel data sources are not directly supported; however, you can use the Save As option to save an Excel spreadsheet as a CSV file. You can then import this CSV file into ServiceCEO. Caution: Date/time stamp values are not imported correctly. The date will be kept, but specific time information will be changed to midnight of that date. Importing Customers You should configure several (one to three) Key fields at the customer, location, and contact levels. See the Mapping Fields topic for details. The first location that is imported for a customer will be set as that customer's Primary and Bill To location. All subsequent locations will not be configured as the Primary or Bill To location. If there is a value in the Company Name field, the customer record will be marked as a Corporate record; if no value appears in the Company Name field, then the customer record will be marked as a Residential record. All imported customers will have a status of Prospective. Caution: Avoid using the same location name for different locations on a customer. Doing so may result in importation issues. Best Practices when Importing Customers into ServiceCEO Enterprise If a customer has a ZIP Code, Zone, and Tax Code, then the customer will be imported into the branch indicated by his primary location's zone. If no ZIP Code, Zone, and/or Tax Code are defined, then the customer will be imported into the branch of the employee running the import. If the employee is not a member of a particular branch, or is a member of more then one branch, then the customer will be assigned to the organization level. Importing Inventory It is very important that you understand the unique relationship between Master Products and Vendor Catalog Items before importing inventory data into ServiceCEO. Please read the Master Products vs Vendor Catalogs and the Creating New Master Products from the Vendor Catalog topics in the ServiceCEO help system before importing inventory into ServiceCEO Note: Before you can import inventory, you must first enable it. For details, please read the Inventory Tracking Overview topic in the ServiceCEO help system. Be sure to provide each column with a clear, self-descriptive name so that you can easily map the data by column name into the fields of the ServiceCEO Vendor Catalog. 194

195 Additional Features Select Data Source The first step of importing data into ServiceCEO is to select the source that contains the information you want to import. This is done on the first page of the Data Import Wizard. Accessing the Data Import Wizard varies depending on the type of data that you want to import: To import customers, select Tools > Customer Import from any of ServiceCEO's major pages. To import ZIP Codes, select Tools > Import ZIP Codes from any tab of the Zone Manager. To import inventory, open the Parts Catalog tab for the Vendor whose Catalog you want to add to or update and click Import Parts. Regardless of how you access it, the Data Import Wizard appears. The Data Source Configuration wizard will enable you to choose the file that contains the data you want to import and configure it for importation into ServiceCEO. Note: Column names in text file data sources should not contain spaces or irregular (non-alphanumeric) characters. Importing Data from a Text File To configure a TXT, CSV, or TAB file: 1. Click Configure. The Text File Configuration dialog box appears. 195

196 Additional Features 2. Click. The Select File dialog box appears. 3. Navigate to and select the file you want to use. 4. Click OK. The file appears in the Filename field. 5. Select the option button corresponding to the type of file you are importing. Depending on what you select, the name of the check box in section (3) will change. 6. If you are importing a character-delimited file, click the First Row Contains Field Names check box if the first row of the file contains the names of the fields you are importing. If you are importing a fixed-width file, click the Skip First Row check box to skip the first row when importing data. 7. Click Next. The second page of the Text File Configuration dialog box appears. Depending on the option you selected in step 5, the screen will appear differently. If you selected 196

197 Additional Features The second page of the Text File Configuration dialog box, if you selected Character-delimited file Select the option button corresponding to the character that separates the values in your file. Note: If you are importing a.csv file, you cannot have any spaces in the column names. If any column names contain a space, you will receive an error message. Click Next. The third page of the Text File Configuration dialog box appears, displaying the data separated by their fields. The second page of the Text File Configuration dialog box, if you selected Fixed-width Click Add. A new row appears. Type a name for the row. Type the length of the fixed-width segment. Repeat the above steps until all segments have been defined. Click Next. The third page of the Text File Configuration dialog box appears, displaying the data separated by their fields. 197

198 Additional Features 10. Review your information. If you are importing a fixed-width file and you need to adjust your column widths, click Back and make the necessary adjustments. Tip: Be sure to scroll to the right to view all of the available fields. If you are importing a.txt file, you can edit the column headers by clicking the header and typing the name of the field. 11. Click Finish. The first page of the Data Import Wizard reappears. 12. Click Next>. The second page of the Data Import Wizard appears. Continue by following the steps in the Mapping Fields section. Importing Data from a Microsoft Access file To import inventory data from an Access database (a.mdb file): 1. From the first page of the Inventory Data Import Wizard, select the Import data from an Access database option button. 2. Click Configure. The MS Access Database Configuration dialog box appears. 198

199 Additional Features 3. Click. The Select File dialog box appears. 4. Navigate to and select the MS Access database file (*.MDB) you want to import. 5. Click Open. The file path appears in the Filename field. 6. Enter the optional security properties, if necessary. 7. Click Next>. The second page of the MS Access Database Configuration dialog box appears. 8. Select the option button corresponding to the query or table you want to use. Note: The table or query you select in this dialog box will control the data that is imported from the database. If the database contains more then one table, you can select the table you want to import from the drop-down list. If you want to limit the data you import, you can select or enter a query. 9. Select or enter the table or query you want to use. 10. Click Next>. The third page of the MS Access Database Configuration dialog box appears, previewing your data. 11. Verify this information is correct. If not, click <Back to edit your import settings. 199

200 Additional Features 12. Click Finish. The data will be imported. Importing Data from a Import Configuration File To import inventory from a previous import file (.XML): Tip: See the Preview Import section for details on saving an import file 1. Click the Load a previous Import Configuration File option button. 2. Click Load. A Select File dialog box appears. 3. Navigate to and select the appropriate.xml file. 4. Click Open. 5. Click Next>. The second page of the Inventory Data Import Wizard appears. Continue by following the steps in the Mapping Fields section. Mapping Fields The second step to importing data into ServiceCEO is to map the fields from your data source (the text, Access, or Excel file) to corresponding fields in the ServiceCEO database. 1. Click Next from the first page of the Data Import Wizard to display the second page of the wizard. Be sure to read the instructions on this screen of the wizard carefully. 200

201 Additional Features Tip: When mapping your fields, you can manually enter a field value for all imported records. For example, if your data source has no field corresponding to the ServiceCEO Credit Problem? and/or CostTaxable field, you can type yes, no, true, or false into its corresponding Map This Field field to set all imported records to that value. Another good use of this feature is to create a new demographic containing all of the customers being imported by typing a name for the new demographic in the Map this Field column for the NewDemographicName field. Warning: This is a powerful feature. Be very sure that you want every imported record to be updated to the value you enter before continuing. 2. Select the Key check box to mark the field as a Key field if you are updating existing data instead of adding new data. Existing records that have matching Key Field values will be updated instead of adding new records to the catalog. If the Key field's value has no corresponding value in ServiceCEO, a completely new record will be created for that part. 3. If you are importing customers, you should configure several (one to three) Key fields, typically at the customer, location, and contact levels. Tip: The first location that is imported for a customer will be set as that customer's Primary and Bill To location. All subsequent locations will not be configured as the primary and bill to location. If there is a value in the Company Name field, the customer record will be marked as a Corporate record; if no value appears in the Company Name field, then the customer record will be marked as an individual. All imported customers will have a status of Prospective. 4. Select or type a value in the appropriate Map this Field field. See the ServiceCEO Import Template.xls spreadsheet for details. Caution: A field marked as a Key field cannot contain a null value. A zero value is acceptable, but a null value will generate an error. See the Creating New Master Products from the Vendor Catalog section for details about mapping fields for inventory imports. Once you've completed mapping the fields, click Next. The next page of the Data Source Configuration wizard previews your import using the defined data mapping you just created. See the Preview Import section for more. Preview Import Click Next from the second page of the Data Import Wizard to display the third page of the Data Import Wizard. This page previews the results of the import you just created. 201

202 Additional Features The icons that appear in the Action column are designed to inform you of the action that will take place when you click Next. They are: Recycling symbol. Will update all records. For customer imports, will update the customer, location, and contact. X symbol. For customer imports, will update the customer and location, inserting a contact. Check Mark. For customer imports, will update the customer, inserting the location and contact. Arrow. Will insert a new record. For customers, will insert the customer, location and contact. You can edit any field in the preview grid. Be sure to scroll to the right to view all of the import fields. Tip: You can use the Tab key to move quickly between fields. Inventory Note: New Master Product entries will only be created when you specify a Master Category. For that reason, if you are importing new parts (as opposed to just updating vendor pricing) and need to create new Master Products, you will need to manually specify a Master Category for each line from the New Mstr Prod Category drop-down list. Alternatively, you can use the Use this category for all new Master Products drop-down list (located at the bottom right corner) to define a default Master Category for all imported items. To link imported items to existing Master Products rather than creating new ones, select an existing part number from the Master Product Part No column. If no values were mapped to this column from your data source, you can manually enter existing Master Product Part Numbers or select them from a drop-down list. Note that the Part No.'s are not filtered by the Master Product Category you select. In other words, all part numbers appear regardless of the product category you select. Make sure these correspond before continuing. Alternatively, you can import the items without creating a new Master Product. You can always create a new master product with inventory after the import is created - see the Creating Master Products with Inventory section for details. To do this, leave the Master Product field empty. 202

203 Additional Features 1. Select the Include check box to include an item in the import. If this check box is deselected, the item will be excluded from this import (it will not be imported or updated). Note that the Select All and Select None buttons will select or deselect the Include check box for all items. 2. When you have completed previewing the import, click Next. The fourth page of the Data Import Wizard appears. 3. Click the Save Import Configuration check box to save your import configuration to an XML file. Doing so provides you with the ability to reload the XML file if you need to re-import the vendor catalog (if, for example, you receive pricing updates from the vendor). 4. Click Finish to complete the import. Data Import Wizard Troubleshooting The following tips and warnings will help you perform your data imports without errors. Text files have the following limitations: Data in text file data sources (.txt,.csv) should not contain irregular (non-alphanumeric - for example: &, %, *, /) characters. Column headers cannot contain spaces. The title of the text file cannot contain periods. To fix these problems, we recommend you take one or more of these steps: Remove the spaces or irregular characters Replace spaces with underscores or dashes Surround the problematic text with double quotes (") Import the text file into Microsoft Access If you find that some data is missing after importing a text file into ServiceCEO, the problem may be because the columns and/or fields in the text file have different formats. For example, if you have one column where some fields are letter-based but others are number-based, some of these values may be dropped when importing into ServiceCEO. To fix this issue, put quotes around all of your values. If you 203

204 Additional Features have large number of fields and/or columns where this problem occurs, we recommend you import this file into Microsoft Access, format each field correctly, and then import the Access file into ServiceCEO. You may encounter problems if you import a text file larger then one megabyte. Please either split your file into multiple one megabyte files or import the data into Microsoft Access and import the Access file. Any nulls (i.e., a field with no value) in the selected key fields will generate errors. Replace any null values with either a zero or a space to avoid these errors. Note: For details on formatting fields in Microsoft Access, please review your Access documentation. Customer Importing Invalid Importation Data Time stamp values are not imported correctly. The date will be kept, but specific time information will be changed to midnight of that date. Avoid using the same location name for different locations on a customer. Any nulls (i.e., a field with no value) in the selected key fields will generate errors. Replace any null values with either a zero or a space to avoid these errors. You may encounter problems if you import a text file larger then one megabyte. Please either split your file into multiple one megabyte files or import the data into Microsoft Access and import the Access file. If you have customers with identical names but different addresses in your import file that you want to import as separate customers (not two locations for the same contact), you will need to map an extra customer-level field to the address as a key field on the second page of the Data Import Wizard. We recommend you use one of the custom fields (one of the "Extra" fields). Inventory Importing The product description cannot contain more then 255 characters, including spaces, or an error will result. Notes Adding a Note To add a note to a Customer record or Employee record: 1. Open the record where you want to add a note. 2. Click the Notes tab. For employee notes, click the Personnel File tab. 3. Click New Note, select File > New Note, or press F3. The Note dialog box appears: 204

205 Additional Features 4. Select a relevant date for the note from the Date calendar box. 5. Select a note type from the Type drop-down list. Tip: You can define the values that appear in the Type drop-down list and their corresponding values. For more, see the Defining Note Types section. 6. If necessary, type or select a new value for the note from the spin box. The note s value will help you numerically quantify all notes in ServiceCEO. You can use these values to track employee performance or customer satisfaction via the employee Notes report. 7. Click Save to save the note. Tip: You can also create notes using the Feedback Wizard. See the Feedback Wizard Overview section for details. Editing a Note To edit a note: 1. Open the record containing the note you want to edit. 2. Click the Notes tab. For employee notes, click the Personnel File tab. 3. Double-click the note you want to edit. The Notes dialog box appears. 4. Make any changes as necessary. 5. Click Save. 205

206 Additional Features Deleting a Note To delete a note from a record: 1. Open the record containing the note you want to delete. 2. Click the Notes tab. 3. Select the note you want to delete. 4. Click. A Confirmation dialog box appears. 5. Click Yes. The note is sent to the Recycle Bin. Displaying Directions in MapPoint If you have Microsoft MapPoint installed on your computer, you can generate directions to and/or from a customer's location. Directions can be generated from the following locations in ServiceCEO: The Calendar Views or Dispatch Board. From either location, right-click on the job you wish to map and, from the pop-up menu, select Get MapPoint Directions and the starting location from which you want to map the address. The three locations are: 1. From Office. The Office is defined in the Company Information dialog box. See Defining Company Information for details. 2. From Employee. The System Search dialog box appears. Search for and select the employee whose address you want to use to generate directions to the job. 3. From Address. The Starting Location dialog box appears. Type the address from which you want to generate directions to the job. The Dispatch Board. Click Dispatch Board from the Navigator bar. The Dispatch Board appears. Right-click the top border of the team window and select Route With MapPoint from the pop-up menu. A map will appear, displaying the best driving directions for the day. The Customer record. Click Directions from the customer's General Tab, or click Get Directions from the Notes tab of the Address Information dialog box. Tip: You can control how the team's directions are displayed in the MapPoint Options dialog box. See the Configuring MapPoint section of the Implementation Manual for details. The Job/Estimate/Project creator screen. Click Scheduling Assistant. The Scheduling Assistant dialog box appears, where you can find the scheduled jobs that are closest to the job location for which you are creating the current job. From here, you can click Show MapPoint to see a map of the jobs you are scheduling. See the Scheduling Assistant topic for more details. The Job/Schedule record. Open the Job or Schedule that you would like to map. Select Tools > Get MapPoint Directions and one of the options (the same three options listed above) from the pop-up menu. If any of the addresses' location data - the street, city, State/Province and ZIP/Postal Code - is missing, MapPoint will either return unpredictable results or no results at all. 206

207 Additional Features Using the Quoting Wizard ServiceCEO's Quoting Wizard enables you to quickly and easily create quotes for your customers, based on guidelines that an administrator has configured. All quotes are entered into a powerful database that enables you to track your quoting effectiveness. Note that a quote is different then an estimate. In short, a quote is designed to be created over the phone through the Call Center or the stand-alone Quoting Wizard, while an estimate is designed to be an internal record. For more on estimates, please see the Estimates Overview section. Note: You must first configure the Quoting Wizard before you can use it. See the Configuring the Quoting Wizard topic of the Implementation Manual for details. You can access the Quoting Wizard from two places: The Quoting Wizard can be accessed from many places in ServiceCEO by selecting Tools > Quoting Wizard or by pressing CTRL+Q. The first page of the Quoting Wizard appears. From the Customer Quotes dialog box. Accessing the Quoting Wizard from here will open the second page of the Quoting Wizard. The first page of the Quoting Wizard enables you select the customer for whom you want to create a quote: 207

208 Additional Features You can use a customer already created in your database or create an entirely new customer by selecting the appropriate check box and entering search criteria into the Enter ZIP Code or Search fields. Note, however, that you can only create quotes for ZIP Codes that have an assigned zone. If a ZIP Code does not have a zone assigned, a warning will appear, stating that this area is not serviced. For details on assigning zones to ZIP Codes, see the Zone Manager section of the Implementation Manual. To create a quote for a new customer, type the customer's ZIP Code in the Enter ZIP Code field. A list of matching ZIP Codes and their corresponding Zones and Price Groups appear. Select the ZIP Code you want to use and click Next. Note: For more on creating Price Groups, see the Using Price Groups section of the Implementation Manual. To assign a price group to a Zone, see the Zone Manager section of the Implementation Manual. To create a quote for an existing customer, type some search criteria (customer name or customer address) in the Search field. A list of customers appears. Select the customer for whom you want to create a quote and click Next. The second page of the Quoting Wizard appears: All of the Job Types you created in the Quoting Wizard Setup will appear in this page. Select the check box corresponding to the type of quote you want to create. Click Next when done. The Third page of the Quoting Wizard appears: 208

209 Additional Features These questions correspond to the questions you added to the job type in the Quoting Wizard Setup. Ask your customer these questions and record their answers. When complete, click Next. The fourth page of the Quoting Wizard appears. 209

210 Additional Features This page contains a summary of the quote. All of the products or services listed are provided with default values (the values located in the Computed section) based upon the answers to the questions in the previous screen(s). From this page, you can perform several actions: Click to display the tools and summary located on the left-hand side of previous pages of the Quoting Wizard. Click to display the current Quote Summary view in a web page format (i.e., you can view it in your default browser). Click to print the current view. Double-click a product/service line to expand it. When expanded, you can see how the customer's answers affected the computed value for the product/service. Change the value of the quote by adjusting fields in the Adjusted section. You can edit the Mins., Rate, and/or Sub. values for every product/service by clicking into the field and typing a new value. Doing so will automatically update the Total line. Select the check boxes to add or remove a line item to or from the quote. o The upper level check box (the one before the black line displaying the name of the Job Type) controls if the entire group will be added to the quote. o The lower level check boxes (the ones before the specific questions) controls if that line item is added to the quote. Tip: If you have changed the quote's Adjusted values and want to reset the Adjusted values to reflect the Computed values, click. When you have completed defining the quote's final values, click Next. The fifth page of the Quoting Wizard appears. 210

211 Additional Features This page serves as the final summary of the quote. If you need to make any changes to the quote, click Back, make the necessary adjustments, and click Next to return to the summary page. By default, the quote will expire in a month. To extend this period, select the date on which the quote will expire from the Quote expires on calendar box. If the customer accepts the quote, select the Customer accepts quote check box. This fact will be recorded in the Customer Quotes dialog box. Next, click Save. The Quote is saved. It will now appear in the customer's record. The Sixth page of the quoting wizard appears. Caution: After the quote is saved, you cannot edit the quote. You can, however, duplicate the quote and edit the new one. See the Customer Quotes section for more. 211

212 Additional Features Select the option button corresponding to the type of job you want to create: Generate a single schedule for ALL Job Types. Selecting this option will create one single job for all of the quoted job types. If a product or service appears in multiple job types, its values will be merged together in the new job. Note that this option will only be enabled if you have quoted multiple job types. Generate a schedule ONLY for the Job Type selected below. Select the job type for which you want to create a job. Regardless of the option you select, and click Create Schedule to create a job from the quote. A new job record appears. Create the job in the usual manner. See the Creating Jobs section for details. To close the Quoting Wizard without creating a job, click Exit. Running a Mail Merge A Mail Merge lets you create personalized form letters, envelopes, or mailing labels from the ServiceCEO database. You can use this feature to send mailings to your customer base, to a list of prospects, etc. Note that this feature uses Microsoft Word to perform the mail merge. If you do not have Word installed on your computer, the mail merge will not run. 212

213 Additional Features 1. You can run a mail merge from the following locations: o o o o o The Marketing Module report Right-clicking a customer from the Customer list and selecting Mail Merge from the pop-up menu. Clicking Mail Merge from any tab of the Address Information dialog box. Selecting Tools > Mail Merge from a customer record. Right-clicking a job from the calendar and selecting Mail Merge from the pop-up menu. Regardless of how you run it, the Select Contacts dialog box appears. 2. Select the appropriate filter check boxes to control the contacts that appear in the mail merge. This list may be small or quite large, depending on the location from which you started the mail merge. 3. Select the check boxes corresponding to the contacts you want to include in the mail merge. 4. Click OK. The MS Word Mail Merge dialog box appears. 5. Select the template you want to use for the mail merge. Tip: To create a new mail merge template, click Add New. For more details, see the Defining Mail Merge Templates section. 213

214 Additional Features 6. Click Select. Microsoft Word appears and creates the mail merge document. 7. The Update Last Contact? dialog box appears. Click Yes to update the Last Contact fields (located on the customer's Detail tab) to today's date. Click No to prevent these fields from being updated. The Recycle Bin Customer records, employee records, notes, and/or manually entered customer transactions are not immediately purged from ServiceCEO when deleted. Instead, the items go to the Recycle Bin to await permanent deletion. Thus, if an item has been deleted by mistake, you can restore the record to its original location from the Recycle Bin. Restoring from the Recycle Bin 1. Click Recycle Bin from the Navigator bar. The Recycle Bin window appears. 2. Select the item to be restored. 3. Select Tools > Restore or click the Restore button. Emptying the Recycle Bin To permanently erase the items in the Recycle Bin, you must empty it. 1. Click Recycle Bin from the Navigator bar. The Recycle Bin window appears. 2. Select Tools > Empty Recycle Bin. A confirmation dialog box appears. 3. Click Yes to complete the process. Tip: Not all users will have permission to empty the Recycle Bin. For more, see the Establishing Security Rights section of the Implementation Manual. 214

215 Additional Features Using Form Templates Form or Notes Templates are user defined blocks of text that facilitate quick data entry and common data tracking on the Detail tab of a customer record and the General tab of a job record. For example, you could create a Form Template called "Room Dimensions" that displays different fields for tracking the dimensions of a customer s rooms on the job's Work Order. Creating Form Templates To create a form or notes template: 1. You can create a form/notes template from two locations: o Open job ticket. Select Tools > Form Templates > Jobs Form Templates or press CTRL+F9. The Form Template dialog box appears. o Customer record. Select Tools > Notes Templates > Configure or press CTRL+F9. The Customers Form Template dialog box appears. 2. Type the text you would like included in the form template. Tip: The Cut, Copy, and Paste icons can be used to bring existing text from another application (Microsoft Word, Notepad, etc.) into ServiceCEO. 3. Click Save. The Enter New Template Name dialog box appears. 4. Type in a name for the new template. 5. Click OK. 6. To create additional form templates, click New Template button and repeat steps Select File > Close to exit the Form Template dialog box. Using Form Templates To use a form or notes template: From the Detail tab of a Customer record, select Tools > Notes Templates > [Name of Template]. The text appears in the Detail notes to print on all work orders: field. From the General tab of a Job record, select Tools > Form Templates > [Name of Template]. The text appears in the Work Order Notes field. 215

216 Additional Features Caution: You can not edit Visit level work order notes via the template feature from the Project Control Panel. Using templates on the PCP will only edit the Work Order notes for the project. To edit work order notes on a visit, you will need to open the individual visit. Editing Form Templates 1. You can edit a form/notes template from two locations: o Open job ticket. Select Tools > Form Templates > Jobs Form Templates or press CTRL+F9. The Form Template dialog box appears. o Customer record. Select Tools > Notes Templates > Configure or press CTRL+F9. The Customers Form Template dialog box appears. 2. Select File > [Name of the template you want to delete]. The template appears in the Customers Form Template dialog box. 3. Make any necessary edits. 4. Click Save. 5. Repeat steps 2-4 to edit additional form templates. 6. Select File > Close to exit the Form Template dialog box. Deleting Form Templates 1. You can delete a form/notes template from two locations: o Open job ticket. Select Tools > Form Templates > Jobs Form Templates or press CTRL+F9. The Form Template dialog box appears. o Customer record. Select Tools > Notes Templates > Configure or press CTRL+F9. The Customers Form Template dialog box appears. 2. Select File > [Name of the template you want to delete]. The template will open. 3. Press. The template is deleted. 4. Select File > Close. Using the Feedback Wizard The Feedback Wizard is a series of automated steps that walks you through the process of recording your customers' comments about your service. The collected data is then posted to the appropriate customer record and, optionally, to the records of the employees who performed the job. The Feedback Wizard also contains customer questions that can be used to help determine a customer s satisfaction level. To use the Feedback Wizard to enter customer feedback on a job or service, 1. From the customer list or employee list, either select File > Feedback or click Feedback. The Feedback Wizard dialog box appears. 2. Click Next. The Customer tab of the Feedback Wizard appears. 216

217 Additional Features 3. Type all or part of the name of the customer offering feedback in the Search field. A list of customer names matching the search criteria appears. If you accessed the Feedback Wizard from within the customer s record, that customer will automatically be selected. If so, please go to step five. 4. Select the customer s name from the list. Tip: Click View Customer Detail to open the selected customer s record. 5. Click Next. The Schedule tab of the Feedback Wizard appears. 6. Select the job about which the customer is offering feedback. 217

218 Additional Features Tip: Click View Job Detail to open the job record for the selected job. 7. Click Next. The Employee tab of the Feedback Wizard appears. 8. The Selected list box will automatically be populated with the employees assigned to the selected job. To add more employees to the feedback, select the employee from the Employee(s) dropdown list and click Add. The new employee appears in the Selected list box. To remove an employee from the feedback, select the employee the Selected list box and click Remove. 9. If you would like this note to be posted to each employee s record, select the Post Note to Selected Employee(s)? check box. All employees that are displayed in the Selected list box will have the note and note ranking value attached to their personnel file. 10. Click Next. The Note tab of the Feedback Wizard appears. 218

219 Additional Features 11. Select the type of feedback from the Call Type drop-down list. The default call types and corresponding Customer Satisfaction Ranking. See the Defining Note Types section of the Implementation Manual. 12. Adjust the Customer Satisfaction Ranking if necessary. 13. Enter any textual notes in the Notes field. A date and time stamp for the note will be displayed in this field along with the date and time of the job. 14. If you do not want to use the Quick Questions portion of the Feedback Wizard, click Finish. Otherwise, click Next. The Questions tab of the Feedback Wizard appears. 15. Select the Quick Questions check box to use the predefined questions as a form of service evaluation. Tip: You can customize these feedback questions. For more, see the Creating Feedback Questions section of the Implementation Manual. 16. Select the option buttons corresponding to the customer's answers to the questions. 17. Click Finish. The Feedback Wizard closes. The feedback has been recorded. 219

220 Additional Features Filter Overview You can control what data appears on most ServiceCEO pages by using a filter. A filter limits what data is displayed on a particular page based on criteria that you define. To apply a filter to a page: 1. Navigate to the page to which you want to apply a filter. 2. The Filter button is located in the center of the toolbar. If the page does not contain a Filter button, no filter can be applied to this page. To determine if the filter is active or not, see the graphics below. A deactivated filter An active filter Note: Starting with ServiceCEO 6.0, the filter will always be active on the main Customer list. To edit a filter: 1. Click the arrow next to the Filter button and select Edit Filter from the pop-up menu or press Shift + F12. The Filter dialog box appears. 2. Select the check boxes or option buttons corresponding to the types of data you want to appear. Any item whose check box or option button is de-selected will not appear when the filter is on. 3. Repeat step two for every tab for which you want to filter data. 220

221 Additional Features Note: The tabs that appear will vary depending on the page from which you opened the filter. 4. Click OK. Your filter is updated! Tip: The option selected on the History tab is ALWAYS applied to the view - even if the Filter is not active. All other options are only applied when the Filter is activated. Note that the filters in the Office Duties section are linked to the filter in the main employee list, so that if you have the filter on in the Office Duties section, it will be on in the employee list and vice versa. Determining the Version Number To determine which version of ServiceCEO you are running: 1. Select Help > About. The About ServiceCEO dialog box appears. 2. The ServiceCEO version number appears on the Client Software Version: line. For example, the screenshot below is from ServiceCEO version Note: For information regarding your operating system, click System Info. The System Information dialog box appears, displaying your operating system s settings. 221