Using the customer database

Abbreviated as CstmrDbase, the database is based, simply, on the entire history of all jobs written and managed through ServiceDesk.

One of your options in the 'local' portion of the Settings form is whether you want the AutoCstmrDbase-Search feature enabled or not. When this feature is on, ServiceDesk will conduct a search of the CstmrDbase Index, in each of eight different Callsheet fields as you are typing-in characters. These are the Customer and Location Name fields, the Customer and Location Address fields, and the home and business Telephone fields in both Customer and Location sections.

When ServiceDesk finds a match or matches between your entered text and items in the CstmrDbase, it will expand the Callsheet and display a list referencing each match. This will go on as you continue typing-in your entry, this is known as incremental searching.

Returned results may be either current or past jobs.

• Current jobs will have four asterisks **** aft erh customer address

• Past or Archived jobs will not

From search results, if you'd like to view an item in detail, you can either left-click on it with your mouse, or press F1. ServiceDesk will then display a shortened version of the JobsArchived form, with the selected item loaded into it (if you used F1, it shows the first item in the list). You can then see all pertinent details regarding the selected job. In many cases, you'll want to look at more such items as you talk with a customer on the phone. Use your arrow keys to move up or down in the list and display adjoining items. This will allow you to view all the jobs in a particular customer's history, in seconds.

YOU CAN SEARCH ANY TIME AS MUCH AS YOU WANT

You can conduct a search at any time on any searchable field by placing your typing cursor in that field and pressing F1 on your keyboard.

In many cases, rather than wanting to review past history, you'll be more interested in using that past name, address and telephone number simply to fill-in your present Callsheet, and without having to type or ask your old customer for such info again.

Either right-click on an item in the list, or again press F1 to move into the that item, then arrow key down to the item and press Enter. With either action, ServiceDesk will insert into your Callsheet all of the customer information available that was used on the previous job. You may also simply press Enter after you've selected a job for display, and ServiceDesk will similarly insert its customer data-set into your Callsheet. Alternatively, if you wish only to enter the name and telephone numbers from the CstmrDbase item (i.e., you just need the name and telephone number to remind you to check on something then return the person's call, or something similar), you may modify any of the above actions by holding down the Shift key. This will cause an insertion with address and city omitted. Also, you can do an insertion of the previous info set in “Recall” format by doing Ctrl-Right/Click.

NOTE

Behind the scenes there are other automatic things happening. For example, as you insert a customer’s info set, the system simultaneously checks in your Accounts Receivable file to see if any amounts are outstanding from the same customer. If so, it brings it to the operator’s attention, and offers to place a note on the invoice advising the technician to collect as they makes the visit.

You can conduct a CstmrDbase search from anywhere, it doesn't have to be in a callsheet.

If you are not typing a customer's info into a Callsheet, there's a much easier way to conduct a search than by this method. Press F12 to bring up the Communications interface form. Begin typing the name, address or telephone number that for the record you're looking for. As you type you'll see a list popping into view (similar to that which is produced from within a Callsheet) that shows all matches. When you see an entry you're interested in just click on it for full display (or again you may simply press F1 to move focus into the list, then use the arrow keys to move up and down within the records offered). Experienced users will typically find themselves using this feature many times each day.