SD-CyberOffice User Guide

Our goal with the CyberOffice add-on system is to replace manual customer communication with automated methods like email, SMS, web interfaces, and auto-calls. This will save time, improve efficiency, simplify things, and impress your customers with your company's modern approach.

• Before the job

  • Initial booking: Customer schedules initial fresh job via the online scheduler

  • Invite to schedule: Scheduling for an existing order occurs when the order comes from a third party, like a home warranty company or a landlord/tenant. It also happens on an existing order after the parts have arrived. (ServiceDesk will send an email to the customer asking them to schedule by clicking on a hyperlink that leads to the online scheduler)

  • Appointment confirmation: Providing reminders for tomorrow's appointments (ServiceDesk will contact customers via email, SMS, or phone call to remind them about the appointment, give the tech's estimated arrival time, and provide a link for them to confirm or reschedule if necessary)

• During the job

  • Job status tracking: Customers can go online to see the status of their jobs

  • Technician tracking: Our version of "tracking a shipment" lets the customer see when the technician left the office, how many jobs they have, where the customer's job is on their list and the technician's progress through the list.

• After the job (post-completion)

  • Online surveys / Positive review generation: (Requires SD-Mobile) After the job is completed, the customer gets an email with a link. This link leads to a very short survey, which only takes 30 seconds and has just 4 questions. It uses the "net-promoter-score" method.

  • Post-job robocall: after the job is done, a call goes to the customer with a tailored message

A few elements of the CyberOffice suite make the magic happen.

• CyberLink: This tool helps manage the transfer of information between ServiceDesk and online services like online booking. Some settings for CyberOffice can be found in this app. Other settings, like online scheduler customization, can be found at dashboard.rossware.com. This tool helps get jobs booked online into ServiceDesk. You can download it here.

  This tool must run all the time. Please remember to set up Windows to automatically start CyberLink when the computer boots, as advised in your introductory email.

• Your website (Optional): Today, most companies have a website. If you don't have one, getting one is a good idea. Many companies choose to include the online scheduler in their website for a personalized look. But this isn't necessary. You can use invite links that go straight to the scheduler without embedding it. If you want to embed the online scheduler, you can use the tools below to discuss it with your web development team.

  Embedding online scheduler

  <iframe src="https://booking.rossware.com/schedule/0000" id="cyberOfficeFrame" style="width:100%;height:500px;border:none;" />

  OR;

  Link to external site

  <a href="https://booking.rossware.com/schedule/0000" />

• ServiceDesk's ZoneScheduler: This is the basis for SD-CyberOffice to know your availability by zone.

• Types, Makes, and Dealers lists: This is the basis for the online scheduler's dropdown lists.

• Communication channels: The services that allow CyberLink to send and receive customer communications.

CyberLink uses information from the ZoneScheduler to show when you're available to customers booking online. If you've already set up automated dispatches through ServiceBench, ServicePower, Samsung or LG (using any DispatchLink tools), you're probably familiar with the ZoneScheduler system in ServiceDesk. You probably don't need to continue reading this section if this is the case.

This file is required even when utilizing a single zone.

Using ZoneScheduler with one zone doesn't require creating a ZoneList.txt file (the "single-zone" mode). CyberOffice can't use this mode because it needs a list of zips.

If you want to use single-zone mode, you need to create a different file that gives CyberLink a list of zips.

Create a file called ZipsForCyber.txt and save it to your server’s \sd\netdata folder. Write one zip per line for each zip you want to use with CyberOffice.

If you haven't set up ZoneScheduler yet, do it now. There are instructions in this guide.

The idea is to show your job capacity for each day. Programs like DispatchLink utilities and CyberLink can compare the capacity to what’s scheduled and see if openings exist.

You can also divide your area into “zones,” each with a list of zip codes. This helps if you only want to service areas on certain days or your area is so big that it’s hard for techs to work in different regions.

When customers book online, they must enter the machine type, make, and where they bought it. They can upload this data via the 'Upload Core Values' button. This button sends details about your company, including the areas you cover, to our servers. It also uploads lists of machine Types, Makes, and Selling Dealers from the ServiceDesk UnitInfo system.

Since these lists are visible to your online customers, you should ensure they're tidy and streamlined in ServiceDesk. This way, your customers will see what you want them to see.

If you want to keep large lists in ServiceDesk but show smaller lists to online customers, follow these steps:

Make a copy of the UnitInfo.mdb file. You can find this file in the \sd\netdata folder on your server.

Name the new file as UnitInfo-ForWeb.mdb and put it in the same folder.

Open this new file in Microsoft Access and delete all tables except those you need (DealerList, MakesList, and TypesList).

Edit the lists as you like.

If you don't have Microsoft Access, you can still edit the UnitInfo.mdb file. Here's how:

1. Copy the UnitInfo.mdb file into the \sd\netdata folder on a non-server computer on your network, which has its own \sd folders.

2. In ServiceDesk settings on this computer, temporarily switch to use its C drive as the server.

3. This should let ServiceDesk use the files you just copied into its local c:\sd\netdata folder.

4. Go into the UnitInfo form in ServiceDesk and edit the lists as you want them to appear on the website. Since this is a copy of the file, you won't mess up the original data.

5. When you're done editing, switch ServiceDesk back to the main server.

6. Rename the edited UnitInfo.mdb file to UnitInfo-ForWeb.mdb as instructed earlier, then move it into the real server’s \sd\netdata folder.

If all your computers are set up as thin clients, you can still make edits, but you should do it during non-business hours to avoid disrupting others' access to the data:

1. Make a backup copy of your real UnitInfo.mdb file and save it outside the \sd\netdata folder to keep it safe.

2. Use the UnitInfo form in ServiceDesk to edit the lists for the website.

3. After editing, rename the UnitInfo.mdb file in the server’s \sd\netdata folder to UnitInfo-ForWeb.mdb.

4. Then, replace it with the backup copy you made earlier.

In short, you're switching the files around. Remember to replace the operational file into the server's \sd\netdata folder when you're done – it's crucial!

Depending on your needs, ServiceDesk, SD-CyberLink, and SD-MobileLink could all be used to send messages to your customers. These messages could be sent through email, text, or automated calls. You would need to set up each of these applications to send messages.

Each application has a setup page for email. You can find this in ServiceDesk under "File Functions" in the Main Menu. SD-CyberLink and SD-MobileLink have buttons on their main pages for this. You can also find more information on setting up emails here. This link is also available on each email setup page.

Remember, the email settings are different for each application and each user.

You can use text messaging and robocalling by setting them up in your dashboard. Once you're set for robocalls, you're good for texts too.

We recommend you ask your staff to collect email addresses as a standard practice.

Customers who book online will automatically provide their emails. But, if you book a customer over the phone, remember to always ask for their email.

1. Include a button or link for online service scheduling. This can be on your website or social media, linking to your website, or an online scheduler if you don't have a website.

2. Set up the station for CyberLink to enable successful emailing.

   We've talked about email setup before. It's important to note that even if you're only using CyberOffice's online booking feature, SD-Cyberlink needs to be set up for emailing. This is because the online booking system tells your customer that a booking confirmation will be emailed quickly. SD-Cyberlink does this but can't if its email function isn't set up.

Once you have everything set up (including CyberLink correctly configured and running, and its "Core Data" uploaded), you can start seeing new scheduled service requests in ServiceDesk without your staff needing to talk to customers.

Try it out! You can act like a customer booking a repair on your website to see how it works. Just use "TEST" as the customer name - our system will know it's a test job and won't charge you.

Email-Link-Initiated Scheduling of First Appointment After Separate Service Request​

Let's say a property management or home warranty company needs your service. They give you the details, and you must schedule with the customer.

Here's how to do it:

1. Go from the Callsheet to the JobRecord.

2. In the JobRecord, right-click the Scheduling button or use Ctrl-S on your keyboard.

3. You can choose to send a scheduling request to the customer via email or SMS (you'll need their email or mobile number for this).

4. Send your customer a link. This will let them schedule a service related to the JobRecord.

5. After the customer schedules the service, the info will automatically be updated in ServiceDesk.

Email-Link-Initiated Scheduling of New Appointment after Parts Arrive​

This is much like the previous scenario, except the intent is for use on jobs where the tech has already been there, ordered parts, the parts have arrived, and re-scheduling is now needed.

These communications can be invoked from either of two contexts:

1. When you check in the last of any/all parts as ordered on a job, ServiceDesk will automatically ask if you want it to email the Request

2. You can start the request from the JobRecord, just like the previous email/SMS scenario. Right-click on the Scheduling button or press Ctrl-S on your keyboard. In this situation, ServiceDesk identifies (based on information in the JobHistory) that this relates to parts, based on the JobHistory, and acts accordingly.

The idea is to plan tomorrow's tasks in the afternoon or evening. We strongly suggest using the auto-time-frame estimator for this. Then, you need to remind customers of their appointments, tell them when the technician will arrive, and confirm that they'll be home.

Doing this manually can take a lot of time and effort.

With this feature, ServiceDesk can send a message to each customer. It reminds them of the appointment, tells them the time frame, and asks if they'll be home. You can manually invoke this or set it to happen automatically.

• If the message is sent via email or text, it will have a link. Your customer is asked to click this link, which opens an online page where they can confirm or cancel if needed.

• If the communication is via robocall, the customer is directed to "Press 1 to confirm," "Press 2 to cancel," etc.

The customer's reply will automatically appear in ServiceDesk and can be viewed in any relevant area. A short note about the confirmation is also added to the JobHistory narrative.

This feature requires some setup in ServiceDesk. We have a guide specifically for advanced setup in ServiceDesk for Appointment Reminder/Confirmation Requests.

There are two ways your customer can access the online interface.

• If the technician's visit is over but the job isn't done, SD-MobileLink can message the customer. This message will tell them about this resource that lets them check on the job's status. It will also include a link that takes them directly to their job's status. To send this message, you must check a specific box in SD-MobileLink.

• The other way is by adding one or more buttons to your website. Your customer can click these buttons to check their job's status. You can get the URL for these buttons from your dashboard.rossware.com interface.

Make sure your customer can access the necessary data online. For this, ensure the relevant box in the SD-CyberLink program is checked.

There are other checkboxes related to Job-Status Checking. Hover over them in the application for a brief explanation. We recommend showing your customer the full job history.

Keep the data your customer sees clear and simple.

Some service companies worry about revealing embarrassing information in job narratives. To avoid this, be careful with what you add to these narratives. Allowing your customers to see each step you take to complete their job can be beneficial.

This scenario's setup is very similar to Scenario 5. In fact, it's so similar that you can use the same instructions from Scenario 5's 2nd to 8th paragraphs. Just tweak them a bit to suit this scenario.

The main difference is how we provide your customer with a "hot-visit" email hyperlink. This link directs them to your tech-tracking page, not your job status page. The email provides a hyperlink that opens the page for a specific job instead of just having a link button on your website.

Remember how we discussed sending regret emails when a job isn't finished? These emails include a link for the customer to check the job's progress.

Here, we do something similar but in a different way. We provide this link through the utility itself and link it to the Scenario 4 Confirmation process, not the tech's non-completion after a visit.

For example, after ServiceDesk emails the customer to confirm an appointment, and the customer confirms via your website, the CyberLink program sends an email. This email thanks them for the confirmation and includes a link to track the technician.

CyberLink currently does this every time it downloads an email-triggered appointment confirmation. This assumes you've set it up for technician tracking. We haven't given you an option not to send these emails if you're using the online confirmation feature and have set up technician tracking. Let us know if you want an "off" feature for this.

This system lets your customers take easy surveys, giving you useful feedback. If a review is good, the customer can post it on a major review platform.

Setting up the survey system is simple. Just click a checkbox in the SD-CyberLink interface.

Once the box is checked, when the SD-MobileLink program downloads any completed job, it sends the customer an invoice with a short survey.

The customer fills out the survey, automatically compiling the information for you. To see the results, log in to your dashboard and select Survey System from the menu. You can see individual surveys, statistics, and metrics related to your team. You can also compare your score with other companies and customize the text shown to your customer.

You can set a "Low Scores" alert on the Customize page. If a customer is very unhappy, you get an alert. You can then contact the customer to try to improve their experience. You can also choose the email address to which these alerts are sent.

This added feature is optional. But we think using it can help increase the number of positive reviews you get, which could bring in more business.

Just like the Survey, this feature works if you're using SD-Mobile. To set up, first complete the RoboCalling base setup. Then, tick the box in your SD-CyberLink interface:

After this, your techs using SD-Mobile will have a new experience. When they finish a job, if it's not their last of the day, they'll see a message like this:

"This is a message from XYZ Appliance Service, and we want to thank you for granting us the privilege to service your machine. We hope everything went superbly, and if not, that you will please let us know so we can amend. Please also know that in the next two or three weeks you will be contacted by Whirlpool to fulfill a survey on their behalf. We hope you can view us favorably at that time."‍

Your tech only needs to agree for the RoboCall to contact the customer or quickly interact to send a custom "I'm on my way" message. Users like this feature. We plan to add an email notification for when the tech is on the way (with the tech's picture) but haven't done so yet.

The concept is potentially sending your customers a phone call once the job is done. Even though you can create any message you want, those who specifically requested this had something like this in mind:

"This is a message from XYZ Appliance Service, and we want to thank you for granting us the privilege to service your machine. We hope everything went superbly, and if not, that you will please let us know so we can amend. Please also know that in the next two or three weeks you will be contacted by Whirlpool to fulfill a survey on their behalf. We hope you can view us favorably at that time."‍

We understand that different situations may require different RoboCall scripts and timings. So, we've made it possible to customize these settings in the SD-CyberLink interface.

In the "calls to go out:" section, you can choose when the RoboCalls will be made. This could be a few minutes after the technician leaves the home, that evening, or the next day. You can specify the approximate time for the calls.

In the "use script type:" section, you can set the script number for the post-completion RoboCalls for your COD jobs. If you don't want any calls for this job type, leave it blank. The same goes for jobs involving a third-party-payer.

You might have noticed that there's no option to set specific scripts for specific third-party payers. That's because these settings can be made in ServiceDesk itself, in the QuickEntryTemplate form.

In short, if you want a specific RoboCall script for a specific third-party-payer client, set the script number in the client's QuickEntryTemplate.

You might wonder where to find or create these scripts. You can do this in your dashboard.rossware.com interface. There's a "RoboCalling" option, where you can create and manage up to five different post-completion scripts, each with its own number.

Just set up your scripts and use them where you want. That's all there is to it.

If you've followed the instructions above, you should have a basic and functional setup of CyberOffice. This section is about improving that setup further.

CyberOffice often sends important information through emails, RoboCalls, or SMS text messages. We've tried to make these messages clear and easy to understand.

But we know you might want to change how these messages look. That's why we've created a way for you to customize them. We've written a guide on how to do this. To view the guide, click here.

Customers appreciate seeing a photo of the technician before they arrive. This increases safety as they can verify the person at the door is your technician. It also makes your company look professional.

It's easy to include technician photos. Just upload them to your dashboard in the SD-Mobile > Tech images section.

There are a few things to note about each technician's photo.

• Image Size: Tech photos should be 240 x 360 pixels for optimal email display. Photos of this exact size will look the best. (If the photo has a lower resolution, it may appear blurry. If it's higher, the extra detail won't be seen. If the width-to-height ratio is different, the image can look stretched or squished.)

• Image Format: Each picture must be in jpeg format (i.e., with a “.jpg” extension).

• Image FileName: The filename should be a combination of your company's CyberOffice UserID, a hyphen, and the two-letter code related to the tech. For instance, if your UserID is 1001 and the tech code is "GR," the image name should be "1001-GR.jpg".

• Image FileSize: Each image file should be no more than 50 kilobytes. Most likely, such a small image will use less.

• Image Setup: You don't need to worry about where to place each image file on the Rossware server. Log in to dashboard.rossware.com. There, you'll find a menu to upload, delete, or replace files as needed. That's all you need to know for setup - Rossware handles the rest.

When ServiceDesk sends a confirmation email, it includes the assigned tech's picture. The picture goes right after the tech's name, and there is a double-line space before and after the picture.

Online booking can be very convenient for customers. So, we recommend advertising this service widely. You can promote it on your business cards, invoices, Yellow Pages ads, stickers, and promo magnets.

Direct booking should be featured on your website as it's a big selling point.

You could change your recorded voice messages to let customers know they can book their repairs online. This way, they won't have to wait for a callback or stay on hold. Many customers prefer this method, which could help you secure more work.

Your technicians could also ask customers if they booked their jobs online. If they didn't, this is a chance to tell them about this option.

Doing these things could set you apart from competitors and give you an advantage.

We discovered that some clients have call takers working from home or remote offices. They don't connect them to their main office; instead, they use the online scheduling page to handle calls.

You might use a business answering service to do the same. We're not sure about all the possible ways, but we think you creative people will develop more great ideas. Please share them with us.