Practice Lab - Define services

Scenario

You are the scheduling manager at City Power & Light who has been tasked with testing the Service Scheduling functionality to perform services for customers at your locations.

Exercise 1: Define Services

In this exercise, you will define oil change and tire rotation services.

Task 1: Create Oil Change Service

In this task you will create an oil change service.

Open the Customer Service Hub app.
Click on Home at the top of the left-hand side navigation.
Click on Service at the bottom of the Site Map in the left-hand navigation and select Scheduling.
Click on Services in the Scheduling section.
Click + New.
Enter [your prefix ex. mollyc] + Oil Change for Name and click Save.
Select the Resource Requirements tab, change the Name to Oil Change, select All for Select, and select Organizational Unit for Part of Same.
Click + Requirement.
Enter 30 minutes for Duration.
Enter Service Technician for Name and select Technician for Resource Category.
Select the Oil Change row and click + Requirement.
Enter Service Bay for Name, select Service Bay Facility for Resource Category
Click Save

Task 2: Create Tire Service

Click + New in the command bar.
Enter [your prefix ex. mollyc] + Tire Rotation for Name and click Save.
Select the Resource Requirements tab, change the Name to Tire Rotation, select All for Select, and select Organizational Unit for Part of Same.
Click + Requirement.
Enter 1 hour for Duration.
Enter Senior Technician for Name and select Senior Technician for Resource Category.
Select the Tire Rotation row and click + Requirement.
Enter Service Bay for Name and select Service Bay Facility for Resource Category.
Select the Tire Rotation row and click + Requirement.
Enter Service Technician for Name and select Technician for Resource Category.
Select the Tire Rotation row and click + Requirement.
Enter Tire Jack for Name and select Tire Jack Equipment for Resource Category.
The Tire Rotation service should now have 4 requirements.

Exercise 2: Create and schedule Service activities

In this exercise, you create and schedule service activities for an oil change and a tire rotation.

Task 1: Schedule Oil Change Service

In this task you will create and schedule an oil change service activity.

Open the Customer Service Hub app.
Click on Home at the top of the left-hand side navigation.
Click on Service at the bottom of the Site Map in the left-hand navigation and select Scheduling.
Click on Service Activities in the Scheduling section.
Click Service Activity.
Enter Oil Change Service for Subject, select Oil Change for Service, select Main Ave Location for Organizational Unit, and click Save.
Click Book.
Go to the Filter View, select Main Ave Location for Organizational Unit, and click Search.
Expand one of the available slots and see what resources are included in it. In our case Service Bay 1 and Jennifer Leary will be included.
Go to the Resources pane and click on the Start date picker.
Select a data one week from today. The rest of the dates will change to reflect the change you made.
Click Book & Exit.
Refresh the service activity record.
The status should now change form Requested to Scheduled.
Select the Bookings tab. You should see the booked resources for this service activity.
Click Scheduling in the Tools section.
Select Main Ave Location for Organizational Units and click Search.
Select Horizontal View and click on the date picker.
Select the date you booked the Oil Change service activity.
Jennifer Leary and Service Bay 1 should show as booked for 30 minutes. Click on the Jennifer Leary’s booking.
Go to the Details pane. You should see more information about the booking.