Services

Services are your appointment types and are department specific. These are also used to determine technician capabilities and tell the auto-scheduler which technicians are capable of performing certain services.  You can find services for each department by navigating to the department and selecting Services from the dropdown for the department.

When creating Services, think about the types of calls you run.  The Appointment List report allows you to look at the types of calls you run and how many of those you run in a given period of time.  While you will want to have your Services as specific as possible in order to make the best use of your Appointment List report, you might also want to consider some general options for your website booking, such as 'New System Estimate', etc.

A list of sample services by department can be found at the bottom of this page.

Adding a Service

Click the + Add Service button.  The box below will appear.

Service Name 

Some examples are AC Repair (Age - Over 10 Years), AC Repair (Age - Under 10 Years), Warranty, Call Back, Install, etc.

Appointment Time  

The Appointment Time will be the number of minutes need to complete this type of appointment plus drive time.  We recommend at least 30 minutes for drive time.  If you are in an area where there can be significant traffic delays or there is a greater distance between appointments, you should include 60 minutes for drive time.

Priority

There are two Priority Levels for services: Normal and High

• High Priority services are used for your most important services and are typically used for revenue-generating appointments.  A High Priority service will bump a Normal Priority appointment out of the way to make room for it on the schedule.  Only about 10% of your services should be High Priority services.
• If a Normal Priority appointment gets bumped, it will move to the Unassigned section of the dispatch board or to another technician or time slot.  Currently, there is no notification that an appointment is bumped.
• If you are a smaller company (1-3 technicians per department), you may want to consider making all of your services Normal Priority so that no appointments will get bumped, thus preventing you from getting overbooked for the day.

Customer Visible Checkbox

Services that are marked as 'Customer Visible' can be scheduled by a customer using the Scheduling Widget on your website or through the customer portal.  These services can also be scheduled by someone in your office.

Services that are created without this box checked can only be scheduled by a Sera user (Admin Portal or Tech App).

Editing a Service

Navigate to the appropriate department and click on Services from the department dropdown.

Click on the Service Name.  The Edit Service box below will appear.

You can now edit Service Name, Appointment Time, Priority, and Customer Visible status.  Once you have made changes, select Save.

Archiving a Service

If you would like to Archive a service, click the Archive button from the editing a service pop-up.  The following warning box will appear alerting you to any appointments that are currently pending using this service.  These appointments will remain scheduled, however, you will not be able to schedule any additional appointments using this service.

To view the pending appointments using this service, go to:

Reports --> Dispatch--> Appointment List --> Clear the Scheduled At date range --> Choose the appropriate Service from the Service Category column.

The Service for these appointments can be changed by editing the appointment.  Please view our article on Editing Appointments for more information.

Sample Services