Business Process Implementation Using CRM

Objectives

In this session, you will learn to:

Identify service scheduling

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Business Process Implementation Using CRM
Identifying Service Scheduling

The service scheduling process helps in:

Identifying a service provided to the customer.
Checking and identifying the availability of resources.
Selecting resources depending upon the selection criteria.
Scheduling service activity for the resources.
Scheduling capacity depending on the skills of the resources.
Calculating required effort for the service.

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Business Process Implementation Using CRM
Identifying the Scheduling Terminology

Some of the common terminologies used in service

scheduling are:
Service: Refers to the work performed by one or more
resources of an organization to ensure customer satisfaction.
Selection rule: Refers to a list of available resources, such as
technicians, workshop, and equipments, required to perform a
service.
Service activity: Refers to the tasks performed to provide
services to the customers.
Resources: Refer to the people, facilities, and equipments that
are required to provide a service.
Resource groups: Refer to the team of similar resources from
where individuals are chosen for a service activity.
Selection criteria: Refer to the method of selecting resources.

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Business Process Implementation Using CRM
Service Scheduling Process Flow

The following figure represents the service scheduling

process flow.

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Business Process Implementation Using CRM
Service Scheduling Reports

Service scheduling reports:

Contain the detailed records of all the service activities
performed by an organization.
Help in tracking the amount of service activities performed
daily, weekly, monthly, or yearly.
Enable a service manager to review the number of activities
performed by the resources and to track the performance of
the available resources.
Enable the managers to efficiently utilize the billable time of the
available resources.

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Business Process Implementation Using CRM
Service Scheduling Reports (Contd.)

The following figure displays the Service Activity Volume report

generated in a CRM system.

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Business Process Implementation Using CRM
Booking Service Activities

Booking a service activity:

Refers to reserving the time and resources to perform a
service activity.
Involves the following tasks:
Checking the organization’s schedule of various service activities
Checking the work schedule and service schedules for all the
resources
Creating the schedule services activity
Checking the conflicts in the schedule, if any, with other service
activities

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Business Process Implementation Using CRM
Closing, Canceling, or Rescheduling a Service Activity

When a service activity is completed, it is closed and the

resources are available to be allocated to the other
services.
A service activity may be canceled due to non-availability of
the required resources or due to a cancellation request from
the customer.
The canceled service activity can be rescheduled
depending upon the customer’s request and availability of
the required resources.

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Business Process Implementation Using CRM
Demo: Creating and Scheduling Services

Problem Statement:
The service manager, John, needs to schedule a service to
activate debit cards for new customers (account holders) of
BlueGear bank. To schedule the service, John needs to create
a service for two hours in a day, define a selection rule, and
select a user to perform it. John chooses Rex to perform this
service.
Prerequisite: To perform this activity, you need to login as John
by entering the following details:
User name: John
Password: password@1234

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Business Process Implementation Using CRM
Demo: Creating and Scheduling Services (Contd.)

Solution:
To create and schedule the service, you need to perform the
following tasks:
1. Create a service.
2. Define a selection rule.
3. Schedule the service.

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Business Process Implementation Using CRM
Demo: Creating and Scheduling Service Activity Using the Service Calendar

Problem Statement:
Rex receives many calls from customers wanting to find a
credit card that best fits their needs. Rex needs to place this
question and its answer in the template (Title: Tips to buy the
right credit card) created by the Customer Services manager in
the BlueGear Knowledge Base.
Prerequisite: To perform this activity, you need to login as Rex
by entering the following details:
User name: Rex
Password: password@1234

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Business Process Implementation Using CRM
Demo: Creating and Scheduling Service Activity Using the Service Calendar (Contd.)

Solution:
To create and schedule the service activity and generate
reports related to service activities, you need to perform the
following tasks:
1. Create and schedule a service activity.
2. Generate the service activity volume report.

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Business Process Implementation Using CRM
Summary

In this session, you learned that:

The process of scheduling services is known as the service
scheduling process.
The service scheduling process helps in:
Identifying a service provided to the customer.
Checking and identifying the availability of resources.
Selecting resources depending upon the selection criteria.
Scheduling service activity for the resources.
Scheduling capacity depending upon the skills of the resources.
Calculating required effort for the service.

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Business Process Implementation Using CRM
Summary (Contd.)

Service scheduling involves basic terminologies that help you

to understand the service scheduling process. Some of the
common terminologies are:
Service
Selection rule
Service activity
Resources
Resource groups
Selection criteria
The various phases involved in the service scheduling process
flow are:
Planning
Scheduling
Delivery
Follow ups

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Business Process Implementation Using CRM
Summary (Contd.)

Service scheduling reports contain the detailed records of all

the service activities performed by an organization.
Booking a service activity refers to reserving the time and
resources to perform a service activity.
When a service activity is completed, it is closed and the
resources are available to be allocated to other services.
A service activity may be canceled due to non-availability of
the required resources or due to a cancellation request from
the customer.
The canceled service activity can be rescheduled depending
upon the customer’s request and availability of the required
resources.

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