Designed for organizations that provide various types of service, Service Edge ensures users (typically customer service representatives, CSRs) that considerations vital to the service organization are being met. These considerations include selecting a resource who is qualified and available to handle the task and who is closest to the customer's site. Selecting such a resource utilizes the human resources of your organization to their fullest potential, while providing your customers with efficient, timely and professional service.
Service Edge has unique customization capabilities. The system integrator can tailor certain aspects of the built-in functionality and logic of the system to the needs of your service organization.
Service Edge can be integrated with any Customer Relations Management (CRM) or Enterprise Resource Planning (ERP) system to provide better and more efficient scheduling of service personnel and other resources.
Automating the Scheduling Process
Service Edge automates and streamlines the scheduling process by enabling it to be performed with minimal human intervention. The scheduler need only handle predefined exceptions. For example, if a task needs to be rescheduled due to a resource's delay at a customer site, the scheduler can reschedule it interactively using Service Edge. Schedulers can benefit from the efficiency of Service Edge as it finds the best way to schedule the most suitable resource for the task, by using predefined business rules that are set according to your organization's needs.
Service Edge provides two modes of operation: automatic and interactive.
- In automatic mode, the Automatic Scheduling service schedules tasks according to predefined business rules and objectives.
- In interactive mode, the scheduler works together with Service Edge to schedule tasks. When scheduling tasks interactively, the scheduler can either decide which resource to use and at what time a task should be performed, or allow Service Edge to assist by providing alternative scheduling options for tasks.
Built-in Scheduling Criteria
Service Edge provides scheduling capabilities with built-in scheduling criteria that take into consideration parameters such as:
- Customer contracts and priority
- Customer location
- Required resources
- Resource availability
- Organizational calendars
- Resource's skills
These criteria aid in scheduling by helping automate the process. Other scheduling criteria (known as business rules), unique to your organization, can be added to suit your organization's needs. The system schedules a task according to these rules, and Service Edge notifies you when these rules are violated. You can then choose to ignore the rules and schedule the task anyway, or cancel the scheduling.
The user interface of the Schedule view enables various types of users, such as dispatchers and schedulers, to access key functionality.
It provides a comprehensive view of the task workload and the tasks assigned to each resource, and enables regular dispatchers and/or remote users to perform various scheduling tasks, including creating, scheduling, and unscheduling tasks and non-availability periods.
The Schedule view is a user-friendly graphic interface that provides a visual display of all the scheduled tasks for each resource on a day-by-day basis.
The Gantt displays a list of resources together with their scheduled tasks. It provides you with a comprehensive view of the resource's schedule, giving you an immediate indication of the resource's availability.
The Task list provides a comprehensive view of the task workload and the tasks assigned to each resource. It enables you to receive quick answers to task-related questions such as:
- Which tasks are more urgent than others?
- Which tasks required by the customer have not yet been scheduled?
- Which tasks are in jeopardy?
Service Edge offers users flexibility in how and when they perform various operations. The following workflow describes how dispatchers and schedulers might effectively use the Schedule view of the Service Edge user interface to fine-tune their organization's schedule, and handle exceptions.
To begin, you first need to access the user interface. To learn how to access it, see Accessing the Schedule View.
Once you have the Schedule view open, select the business entity and time period for which you want to display data. In the Schedule view of the Service Edge UI, the business hierarchy is accessed through the Working Domains link.
Next, to facilitate management of your task workload, you can apply a filter to define which tasks are displayed on your Task List, for example, unscheduled tasks. To learn about using filters, see Filtering the Task List.
You can then edit the schedule interactively using scheduling tools, for example, by scheduling unscheduled tasks. You may first want to find a resource that is appropriate for the task by looking at the Resource Form or using the Resource Gantt filters. You can then select the task and schedule it by dragging and dropping it onto a resource on the Resource Gantt chart. Alternatively, you can select a task and then select the Get Candidate option, described here, to view the availability of qualified resources, and then schedule the task accordingly. For more information about scheduling, see Scheduling Tasks.
If any rule violations occur, you can view the Rule Violations dialog box and decide whether to schedule the task anyway or look for a more suitable scheduling option. Once the task has been scheduled, you can view its updated task details in the Task Card, in order to relay the new task information to the appropriate resource.
You can also further optimize your schedule by identifying under-utilized resources and using the Schedule Idle Resource options to improve the level of coverage and utilization.
In addition, throughout the day, Service Edge enables you to update scheduled tasks, allowing you to handle any exceptions that occur in the field. For example, if a resource is detained in the field and is unable to arrive at the next task at the scheduled time, you can assign a different resource to the task. Service Edge also enables you to change schedule details in response to changes in customer requests.
Depending on your user profile, certain functionality, for example Drag and Drop, may have been disabled by the system administrator.