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BTService

Revised October 28, 2008

Description

BTService manages customer service, punchlist and warranty activity.  BTService is included in the BTBuilder platform, as an add-on for BTSales platform or as a stand-alone solution for Customer Service, Punchlist and Warranty Management.

BTService functionality includes:

• BTService Setup
• Owner/Lot Management
• Request and Item Management
• Service Order Management

Be sure to follow the Best Practice link below for examples of most areas of BTService setup:

BTService Best Practices

BTService Sample Email Templates Best Practices

Notes

Customer Service Dashboard Overview

The view of the service dashboard is determined by the role(s) assigned to the user.  See BTService Settings for more details.

• A user assigned as a Customer Service Manager (CSM) role will view a dashboard containing the sections: CS Rep Review and Unassigned Requests.
• A user assigned a Customer Service Representative (CSR) role will view a dashboard containing the sections: Home and Open Requests
• A user assigned both CSM and CSR roles will view the same dashboard as users assigned a CSM role.

CS Rep Review tab

• Provides a cumulative view of all of the CS Rep Dashboards.  Includes the number of Open Requests, the aging levels of open requests, and the number of Closed Requests.
• To view the projects assigned to a specific CSR, select the [+] link beside the CS Rep name.  The CSR information expands to show a by-project view of the fields detailed above.  To collapse the by-project view, select the [-] link.  Note: This by-project expansion is available for one CSR at a time.

Unassigned Requests tab

• Provides an at-a-glance summary of unassigned service requests, including: Request #, request Date, request Subject, Owner name, and Project.  Note: The list can be sorted by any of the above fields.
• From this screen, the user can select to drill down into additional details by Request # and by Owner name.
• The user can re-generate and sort this list by clicking the desired links: View All Open requests or view Open, Flagged Requests.  Note: Either action takes the user to the Requests tab.  To return to the dashboard screen, select the CS Home tab.

CS Rep Dashboard: Home

• My Summary Information.  Lists the logged in user's name and the number of assigned, open service requests.

Open Requests

• Provides an at-a-glance summary of open service requests, including: Request #, request Date, request Subject, Owner name, the Project, the number of Open Items, and the request Age, and the request Origin.  Note: The list can be sorted by any of the above fields.
• From this screen, the user can select to drill down into additional details by Request # and by Owner name.

Flowchart

The following flowchart demonstrates the tasks for managing Customer Service and Warranty Management.