A customer record (profile) is required for each customer served in ServiceDemand.  This record forms the basis of all work and data for that customer.

Create Customer

To create a customer record:

  1. In the Navigation menu, select Customers to open the All Customers page.
  2. Click the Create Customer button in the upper right corner of the page.
  3. Enter:
    1. Customer name
    2. (optional) Business phone number
    3. (conditional) If your ServiceDemand account is linked to a Customer account (optional and special configuration), an Associated Client dropdown is present to select that connected Customer name.
  4. Click Create.

Customer Record Details

In the Navigation menu, selecting Customers opens the All Customers page to review customer records.

Search box: Type any customer name (or partial) and click Search to find a customer record.

Each customer is listed in a grid with a quick-access clickable dashboard of five key Work Event statuses and the current number of Work Events in each status.

[Customer Name]: These are clickable links to access the respective customer record.

  1. Details tab
    1. The Customer name and business phone number are shown here.
    2. The Edit button may be used to edit the Customer details.
    3. The Delete button may only be used to delete a Customer without any associated Work Event records.
  2. Contacts tab:
    1. Customer Support Contacts: The Service related contacts for this customer.   These are the contacts important to account/project team members and others that deliver the services.
      1. Contacts may be edited and deleted using the appropriate icons to the right side of the contact.
      2. Add Support Contact: Used to add a contact.
      3. Sales Contacts: These are Sales contacts and come from a sales CRM application (when/if connected).
  3. Addresses tab:
    1. Displays all site addresses on file for this customer.  New addresses are added in one of three ways:
      1. Automatically synched from a CRM or ERP system (optional advanced integration required)
      2. One at a time ‘on-the-fly’ as Work Events are created if the site address does not already exist.
      3. Bulk created through an upload using an Excel template.  If a template load is needed, please contact your System Administrator for the template file to use.  Template fields are:
        1. Location ID: A user generated field to serve as a unique location key for this customer site address.  
          1. Preferred option is to use a standard format representing the store number (e.g. Acme Hardware #345 could be AH#00345 for example).
          2. Alternative option is to use a five-digit street number concatenated with the zip code (e.g. 123 Main St, Irving TX 75038 would be 1230075038)
        2. Ship to Customer Name: (Optional) Used in cases where you are performing subcontracted work at a third-party site.  For example, if you are working at an Acme Hardware location but the client that subcontracted the work to you is Alignment Networks, LLC, this field would say Acme Hardware #45671 so that Service Providers are aware of the actual site identity.
        3. Street 1, Street 2, City, State / Province, Postal Code: Filled in as appropriate.
          [PRO TIP] In Excel, use paste as >> values to keep zip code cells formatted as numbers stored as text to retain the leading zero (0) for certain US zip codes.
        4. Contact First Name, Contact Last Name, Phone #: The contact information of the customer representative at the customer site. Often this is not known any you may enter MOD LOD (for ‘manager on duty’ ‘lead on duty’) or you may use your field service manager contact info. This ensures there is a contact person for Service Providers to reach out to, if needed, when they arrive onsite.
          [PRO TIP] Do not forget to enter the phone number.
          [PRO TIP] Entering these contact fields now will enable this site address to auto-populate the info into all Work Events using this location GREATLY reducing data entry later.
    2. Select the Browse… button and find your filled-out address upload template worksheet.
    3. Select Import Addresses from File and a notification will display that the import is in progress.
    4. You will receive a system generated email shortly detailing the success or failure (with specific lines) of your address import.
  4. Projects tab:
    1. Displays all Projects for this customer.
    2. Click a Project name to view Project information.
      1. Details tab:
        1. Bulk Import Work Events section: This is where users can create multiple Work Events by importing large multi-site Projects into ServiceDemand using a template.  [see Bulk creating multiple Work Events]
        2. Project Details and Routing sections: General information about the Project.
      2. Notifications tab: Six notification type emails are selectable here and the Subscribed Emails section lists the intended recipients.  [see Work Event Notifications]
      3. Work Event Templates tab: The Templates are in the Work Event format and form the basis for easily creating multiple Work Events with duplicate/similar data for a rollout project across many customer sites.
        1. Template Name: Refer to Creating a Template for the procedure to build a Work Event Template.
        2. Actions: Once a Template is created and saved, this column will provide one downloadable Excel spreadsheet per Template to use for Bulk creating multiple Work Events.
      4. Pre-Flight Checklist tab: Used to track completion of important steps or actions deemed necessary prior to the Work Event service date.  This optional list can be customized for each Project.
      5. Service Provider Teams: Project Managers and Project Coordinators use this tab to enter their requirements for any Service Provider Teams they require for a Project.   They will identify the quantity of Service Providers, the titles required of each, and any amplifying information the users responsible for routing/assigning Work Events may find useful.
    3. Refer to Creating a Project for instructions on Project creation.
  5. Portal Settings tab
    1. Each Customer has a unique portal URL (as displayed in this tab for each customer record) where customers with subscribed (Approved Emails) may log into the site to review Work Event statuses.
    2. Click the Edit button to add an Approved Email and/or upload a Customer logo (sized around 250 x 50 pixels).

View Work Events: This is a link to all Work Events for the respective customer.

  1. Select Filters: Click this bar to open the slider menu, choose parameters, then click Apply to display the specific Work Events of interest.
  2. Select Bulk Action: Click the checkbox in one or more Work Events and then select an action from the drop-down menu to apply that action to the selected Work Events.
    1. Publish Work Events: : Change the status from Draft to Published so that they are ready for routing to assign a Service Provider.
    2. Assign/Re-assign Work Events to Service Provider: One method to route (assign) a Work Event.  [see different routing methods starting with Manual Routing to Assign an Individual Service Provider]
    3. Assign Work Events to Service Provider Team: Another method used to route (assign) a Work Event.  [see different routing methods starting with Manual Routing to Assign an Individual Service Provider]
    4. Send to WorkMarket: Sends the selected Work Events to the WorkMarket marketplace.  [see Routing to a WorkMarket Service Provider]
    5. Delete Work Events: Deletes the selected Work Events.  [see Deleting a Work Event]
    6. Invoiced: (Works for Accounts Receivable users only) Sets the Invoiced flag on the selected Work Events to Yes.
    7. Invoice Not Required: (Works for Accounts Receivable users only) Sets the Invoiced flag on the selected Work Events to Not Required.  This is usually for warranty work, no-charge revisits, or no-charge pilot programs.
    8. Approve payment for selected Work Events: Approves payment to the third-party Service Providers assigned to the selected Work Events.  This is usually after the Service Provider has completed the job, checked out, uploaded all deliverables, and the Project Manager has reviewed and approved.