Service Profile Management for Customer Locations

Use service profiles to track the service details for any customer site defined in the application. A single parent account can have one or more service profiles to represent each of the customer's locations. Each profile includes a record of the contacts working at the site, assets located there, and notes about the site that can be referenced by field technicians and other staff performing work at that location. You can also track schedules for when technicians can visit the site, as well as which technicians are are preferred or denied access. Service profiles can be specified on a service request or work order, and downstream can be used to identify the site address, as well as filter the contacts and assets associated to the profile.

Using service profiles for customer locations streamlines your customer management process and avoids creating separate related accounts to manage each location for a given customer. You can track information about how you provide service to the physical location, facilitating more efficient downstream processes, and you can easily review the service history for a given location, ensuring consistent and comprehensive service delivery.

Steps to Enable

Service profiles are ready-to use on the new asset-based service layout in Redwood Service Center. However, you do need to create a service profile for each location where you provide service. You have three options for creating service profiles:

  1. Run the Scheduled Process Job "Load Service Profiles from Sites" to generate a service profile from existing addresses (party sites). This job is configurable to allow only certain sites to generate profiles; for example you can generate profiles for only sites with a certain use code you designate.
  2. Use spreadsheet import to create service profiles for specific existing addresses (party sites) in the system
  3. Use the service profile REST API to programmatically create a service profile for an existing address

Tips And Considerations

  1. Once created, you can manage service profiles on an ongoing basis via a new landing page accessible via a navigator menu entry and springboard tile on the home page.
  2. Service profiles are extensible via application composer, and support the adaptive search framework so additional search options can be configured