1. What is Service Ticket Mobility, and how does it work if my device’s delivery location is different from the current service location?
Service Ticket Mobility is a convenient feature that lets you log a service call no matter where your device is currently located. Even if the delivery location of your mobility device is different from where it’s being used or serviced right now, you can still easily log a service ticket at the current location. This flexibility ensures that your device gets the care it needs, no matter where you are.
2. Which types of tickets can be handled using Service Ticket Mobility?
Service Ticket Mobility is built to handle a variety of situations:
Tickets for Products with Serial Numbers (Sr. No.): If the ticket is for a specific product that has a serial number, you can use Service Ticket Mobility to manage it.
For Contracted Customers: If the customer has an active service contract, their tickets can be efficiently managed through Service Ticket Mobility.
For Contract Expired Customers: Even if a customer’s contract has expired, you can still process their tickets using this system.
In short, Service Ticket Mobility is versatile, helping you manage service requests efficiently, regardless of the customer’s contract status or the specific product details.
3. How to Enable and Use the Service Location Mobility Feature?
Enable the Service Location Mobility Feature:
Go to your portal settings and find the option to enable the “Service Location Mobility” feature. Turn it on.
Creating a Service Ticket:
When you create a new service ticket, you’ll notice a new field labeled “Service Location.” Here, you can enter the specific address where the service is needed.
Updating Customer Contacts:
Navigate to the “Customer Contacts” tab. Edit the contact information and you’ll see the “Service Location” field. Enter the address here as well. This ensures that the service location is consistent across all related records.
Viewing Service Location in Tickets:
After creating a ticket, the service location you entered will be visible under the ticket details. It will also appear in the mobile app, so you can access it on the go.
Delivery vs. Service Location:
Remember, the “Service Location” is where the service is performed, which can be different from the delivery location. Make sure to specify each location accurately to avoid any mix-ups.
By following these steps, you’ll be able to efficiently manage and track service locations for each ticket, ensuring clear and accurate information both in the portal and on mobile devices.
4.Can Customers Add Service Location Details in the Portal?
Yes, they can! When customers log a call through their portal, they’ll see a “Service Location” field. This allows them to specify the exact location of the device or where the service is needed. This feature makes it easy for customers to provide detailed information right when they’re reporting an issue, ensuring that the service team has all the details they need to address the request promptly.
