Q: Are techs. Able to see/edit nozzle and filter sizes for boilers?
A: Our new equipment details screen on the mobile application allows a technician to view and edit things like components and attributes. If you are tracking your nozzle and filter sizes through these methods a technicain will have access to it using the mobile application.
Q: If we opt to use Google Maps over Co-Pilot, does the annual fee drop?
A: Please direct any questions about your invoice to your account manager
Q: How is email configured on tablet for mobile service? 3rd party, on device imap?
A: Email confirmation is setup in the back office using your server. No 3rd pary is involved.
Q: Can a service tech easily add a part that is not in your inventory while he is in the field. ie. a special part acquired from a third party source?
A: If you need to add a new item that must be done from the back office. You can have a general item created in your inventory that can be used. From the mobile application the technican can change the description of the item to reflect what should be shown on the customer invoice.
Q: Can a tech look back and see repair history for a particular piece of equipment while on-site troubleshooting?
A: Yes, this is a main function of the new equipment details screen. For a piece of equipment a technician can see historical work.
Q: Can a tech stop a workorder and start another?
A: A techician cannot currently ‘pause’ a task after they have arrived. They can track non-productive time or easily complete the current task and add another task to the WO to account for work when they return to it.
Q: Can I assign 1 work order to multiple service techs?
A: A task may only have one technician assigned to them at a time. But it is very simple to assign multiple tasks (with a different tech assigned to each) for a WO.
Q: Can the CSR add additional notes to a work order after it’s been completed?
A: Yes. A CSR or back office user can make adjustments to a task in a completed state. Once posted the task and WO will be non-editable.
Q: Can the tech assign a serialized tank # on the tablet?
A: Yes. There is a specific task template for doing this.
Q: Can the Tech see non productive time that the dispatcher added to the schedule?
A: Yes. Any nonproductive time/appointments are able to be seen by the tech on the agenda screen of the mobile application.
Q: Can the technician scheduleda tuneup a year in advance while he’s at the job on the mobile device?
A: When going into schedule a tuneup, can you see the actual times on the board or do you have to drill into each day.
Q: Can we assign multiple techs to a single work order?
A: It is now easy to assign multiple tasks to a single WO. You can then assign a different technician to each task.
Q: Can we collect a credit card for payment?
A: Credit card payment collection is not available in this release. However, credit card payment collection is something on our product roadmap.
Q: Will there be a leak check form on here?
A: Yes. There is a specific task template for conducting a leak check form.
Q: On the main customer screen will you be able to see status of the work order…ie dispatch….received…completed
A: You can see the status of a WO on the dispatch board or on the new task billing screen which is accessible from the customers screen.
Q: Can we create work orders while offline?
A: You must be online to create WO. This is required so that we can search the customer database.
Q: We need to schedule work orders out past one year. Right now, we are limited to one year.
A: There is still a limit in scheduling to one year.
Q: Can you add items on the mobile device after you have completed a work order
A: There is an application setting that allows a technician to edit items on mobile after a task is complete, but before the WO is complete.
Q: Does dispatch know that nonproductive time began or ended?
A: Non productive time will display on the service dispatch board.
Q: Can PDFs or other documents be attached to the equipment or only images?
A: Only images may be uploaded.
Q: Does the mobile end system now have the capacityto “run credit cards”?
A: We do not offer credit card swiping with this release. However, this is something currently on our product roadmap.
Q: (what I meant was did the action of putting the tech to nonproductive time appear in dispatch in real time)
A: Yes, the non-productive time data will appear in near real-time on the dispatch board.
Q: how do you add a flat rate code to work order?
A: A flat rate code in terms of our new design is a task template billed as a flat rate.
Q: We usually add flat rate to work orders are we going to create a template for every single flat rate?
A: You would create a task template for each flat rate code you had. This is something that our technical services would most likely do programmatically for you.
Q: does this new update apply to new tablets only.. Panasonic or surface pro will use old service mobile?
A: The new version of mobile service will be compatible with most existing devices currently running mobile service.
Q: I hope you can address Flate Rate
A: Flat rates (flat rate codes) are handled in the new design as a task template billed as a flat rate.
Q: How will Gas checks work on the new system?
A: We are looking to implement a Gas check form in future iterations.
Q: If a tech is reviewing a prior day work order will the work order be locked f the back office billed it,if it has not been billed can they edit it such as add a part?
A: Yes. If a WO has been billed it will be in view only state on the mobile device.
Q: When adding the task template set up, how would you handle if there are 2 separate state taxes that could be applied to that task?
A: This would be handled in our tax schedule setup. You would apply all applicable tax details to the schedule, those for both states. The schedule is then assigned to the WO and based on the equipment for that WO the correct taxes are applied.
Q: If a item is added to the task template and the tech does not use it, will it still show up on the invoice or not print due to quantity to zero
A: Parts added to a task template will not auto-translate onto the WO. A technician will select which parts were used from the part list assigned to the template. Only those part selected by the tech apply on the invoice.
Q: Is it possible to add a lease and a leak test form into the template that the customer can sign off on through the tablet and be saved on the account?
A: Yes. There are specific task templates for both tank lease and leak check.
Q: is the non-productive time totals reportable?
A: All non-productive time information is reportable using our Cargas Query feature.
Q: Can customized forms be added and used by tech, then saved to back office
A: We do not currently offer a customized form solution.
Q: Is there a Gas Check template available
A: We are looking to implement a Gas Check form in the future.
Q: Can this be used for Cylinder Exchange?
A: You can create a WO for a cylinder exchange piece of equipment.
Q: When will this be available?
A: We are currently targeting rolling out the beta version of new mobile service to 300 end users in 2019. We will be closely evaluating feedback and making a determination on general release as we progress. The most likely timeframe for general release is early 2020, but this could move sooner or later based on feedback from the beta process.
Q: System Testing Documentation?
A: We will be producing operational documentation for the new service application.
Q: We could only save a signature if we “printed” the work order, can we save signature without the printing?
A: You can save a signature without printing or email the invoice.
Q: When do you expect this update to be out of beta and available to use?
A:
Q: Where does the service mechanic see the location of the propane tank?
A: A tanks physical location is listed in several places, including the agenda screen, the central WO screen and the equipment details screen.
Q: Will a tech be able to add a location?
A: A technician will not be able to add a location from the mobile application. This would be a function of the back office to ensure accuracy.
Q: will the last tuneup date now be updated for each location instead of the heat last tune-up showing-up on the ac location
A: The last tune-up date is tracked for each piece of equipment.
Q: will back office GPS have reporting capability
A: Shift information will be available on the back office for reporting. If you have specific reporting needs around GPS our technical services team can help create a report.
Q: will service invoices show customers discount as relates to their service plan
A: Yes, any service contract discount will display on the invoice.
Q: Will you have CC swiping
A: We do not offer credit card swiping as part of this release. However, it is a feature currently on our product roadmap.
Q: Can you capture the customer signature & save it in the system for future viewing
A: Yes. You are able to capture a customers signature on our view invoice screen from the mobile application.
Q: Will this webinar be recorded so we can share with others who were unable to watch it live?
A: Yes.
Q: will using a flat rate software eliminate building theses task
A: Our technical services team can assist in building out the task templates in Cargas from a flat rate book.
Q: I saw a collect payment tab on the mobile can the tech run or swipe a credit card in the field
A: We do not offer credit card swiping with this release. However this is something currently on our product roadmap.
Q: can the tech take multiple pictures of the equipment on the task
A: Yes. A technician may take multiple pictures.
Q: How about inspection forms on mobile for system inspections to show issues
A: The new application will offer leak check forms. Other forms such as Gas Check are being considered for the future.
Q: can the tech run or swipe a credit card in the field
A: Credit card swiping is not available in this release. However, it is a feature currently on our product roadmap.
Q: With live data, what happens when you are out of service. My techs are out of service most of the day
A: We have designed the mobile application to function offline through a majority of the service workflow. A technician needs to be online to receive a dispatched WO and at that time we will download the relevant WO information to the device for offline use.
Q: Does the shift time go to the back office for shift in shift out
A: The shift information is available on the back office for reporting.
Q: Can a tech in the field search for parts if they are not online
A: Yes. A technician will be able to search the inventory of the service van the started their shift with offline.