training-processors

  • Creating/Editing a Work Order within a Person Record

     

    Create/edit as many work orders as necessary and attach to one customer record with the Work Orders tab. 

    *The following examples assume that you have already opened your customer's or lead's record and chosen the 'Edit' option. They also assume you are not utilizing the overlay tool to access the provider portal (either because you are creating the order manually, or because the order has been created already and you are adding/changing information). For more information on FastGem's overlay tool and how to easily create a Work Order from within a provider portal, please see help article "Accessing and Utilizing Overlay Tools." 

     

    Locate the 'Work Order' section on the right-hand side of your screen. 

     

     

    Click to expand. 

     

     

    To add a new Work Order/Package, click on green 'Add New' icon. To edit, scroll until you find the applicable Work Order and begin editing. 

    You can use the 'expand/contract' buttons to expand/contract all the work orders or individual work orders, if you wish:

    Once you've found the applicable work order or created a new one, make the selections consistent with the package or Service Call that needs to be added/edited. The account number will usually be generated by the service provider (in this case, AT&T). Be sure and select the correct dates/statuses, as this information will reflect which/when auto texts will be sent out. If you are sending a technician on the call, make sure you assign the Tech to the work order, so payroll is administered appropriately as well. You can use the 'SCHED' hyperlink to view your scheduling calendar from here. For more information on Tech scheduling, please see help article "Schedule Availability on Tech Calendar." Add required equipment if necessary (This will be viewable to the technician so they can see what they will need. Pricing and details of equipment entered here will also appear on the tech forms for the customer to sign at time of install). Enter promotions and rep adjustments as needed. (This may not apply to everyone. The dropdowns and text boxes which appear when entering a Work Order are customizable and may look slightly different in your instance). 

     

    4. Once you are finished adding the work order details, make sure to click the 'Save' or 'Save and Close' button at the top or bottom of your screen. 

    The Work Order is available for notation and reference in its own tab (Work Order/Appointments) from this point on, where you can change details and add/edit rep adjustments/promotions, etc., but is still also accessible from the 'Customer/Person' record as well.

     

  • 3rd Party Agreement Form

    *This form may be called something different in your instance, depending on instance customization. 

     

    The 3rd Party Agreement form is a Tech form, which means it is accessible to technicians and is stored in the Customer Contract Forms section of a work order.

     

     

     

    The 3rd Party Agreement form is special because it is linked to the Required Equipment entered for a work order. The form will automatically pull the required equipment costs and info from the work order (along with other info such as customer name, etc.), and automatically calculate the taxes based on the state the customer is in:

     

     

    For help customizing your Required Equipment, please see help article 'Adding Individual Inventory and Equipment to FastGem' or contact FastGem support at This email address is being protected from spambots. You need JavaScript enabled to view it.

     

  • Accessing & Using Order Forms (Video)

    NOTE: WHEN A POTENTIAL CUSTOMER SUBMITS AN ORDER FORM (OR A REP/PROCESSOR SUBMITS A FORM ON THEIR BEHALF), A LEAD RECORD WILL BE AUTOMATICALLY CREATED FOR THEM IN FASTGEM. THEIR SALES REP WILL BE AUTOMATICALLY ASSIGNED AS THE REP LINKED TO THE SUBMITTED ORDER FORM. 

    NOTE: THE INFORMATION SUBMITTED VIA ORDER FORM WILL APPEAR IN A LEAD/CUSTOMER RECORD UNDER 'SUBMISSION DATA.' 

  • Accessing & Utilizing the Action Logs

    **NOTE: THE FOLLOWING ARTICLE SHOWS YOU HOW TO ACCESS INDIVIDUAL ACTION LOGS. TO ACCESS ACTION LOGS FOR YOUR ENTIRE INSTANCE, PLEASE SEE HELP ARTICLE "REPORTING - ACTION LOGS." 

     ***Please note: depending on instance customization, your Customer, Work Order, and other list view pages may be located in different places, and named different things. Please contact a supervisor or FastGem support if you have difficulty finding the correct pages. 

    ***NOTE: THE FOLLOWING ARTICLE FOCUSES ON CUSTOMER AND WORK ORDER ACTION LOGS. KEEP IN MIND THAT ACTION LOGS EXIST FOR OTHER TYPES OF RECORDS, TOO, SUCH AS INVOICE RECORDS, PAYMENT RECORDS, REP/TECH PROFILE RECORDS, ETC., ETC. CUSTOMER AND WORK ORDER ACTION LOGS ARE USED AS EXAMPLES IN THE FOLLOWING ARTICLE BECAUSE THEY ARE THE MOST COMMONLY UTILIZED. 

    **Note: Action logs are searchable:

     

     

     

     

    Accessing Action Logs

    *Note: The Action Log data available for users to view differs depending on user permissions. Customer information is restricted to protect privacy/security. 

     

    From the Sales Reps' 'Sales' page:

     

    From Techs' 'Installations/Appointments' page: