Primary Customer Contact Setup for RFS

Dispatcher Responsibilities

About the Tablets:

The RFS (Remote Field Service) tablets only use the Primary Customer Contact for each Customer Site in Vision. When a NEW Work Order is created, the Primary Customer Contact Email address populates the Work Order, so when the Technician Completes and Submits his/her work order, the email address from the Primary Customer Contact is sent to the customer via the tablet.

Please make sure you maintain a Customer Site Contact by allocating the Primary Customer Contact Fields for RFS only. You may leave the E-Mail field blank if the customer wishes not to receive an email from the technician's tablet. All other contacts are Alternate. Please see the Additional Information below.

Primary Customer Contact is allocated for RFS only.

Once you SAVE, right-click the contact that reads RFS Email and make it the Primary Contact.

Tip!  The Title field can be the contact person's name.

Additional Information

About Customer Sites:

Most of our Customers own multiple sites, some 300 + stores. 

In the interim, there are two methods to prevent the customer from receiving the email when the technician checks out.

• For the Dispatcher,
  • when creating a new work order, on the first page, you can remove the email address in the Email field before clicking next. This way, when you assign the work order to the technician, the email will NOT go out to the customer when the technician checks out.
  • for an existing work order already assigned to a tech, open the work order and remove the email address in the Email field under the Customer Tab and save. Call the technician and have them Refresh their schedule or refresh their work order before the checkout.

• For the Technician,
  • A technician can X-out the email address on his/her Home Status screen to prevent an email from being sent to the customer before checkout.