Default Call Service Type
A call record includes information about an end user and an item. From this information, the system determines an applicable service type, which defines the default coverage suggested for this call. Coverage is derived first from a warranty or contract if they exist.
Otherwise, the default call service type specified in Call Management Control (11.1.24) goes into effect. The default service type sets the response time, priority, and coverage hours for items that have no coverage. It also supplies a default price list for items and services recorded in Call Activity recording.
Assigning Responsibility
Two control settings determine how engineers are typically assigned to a call.
Assign Primary Engineer
Determines whether the primary engineer associated with an end user is normally assigned when new calls for the end user are created. This field is typically used if scheduling is not being used.
Field Service Scheduler (11.1.17.1) is another function that can be used to schedule engineers. FSS is not covered in this course.
Schedule New Calls
Set to Yes if you want to initiate the engineer scheduling sequence as part of Call Maintenance.
