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Back to Jobs Main Page

Excerpt
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Understand the usage of Jobs within CRM.COM

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Table of Contents

Table of Contents
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What are Jobs?

Jobs are small projects initiated by the operator for customers, involving the delivery and billing of Services and Physical Goods, as well as Activities.  Customer Customer requests and orders, such as that for a Subscription, are initiated and registered through a Job.

Jobs Glossary

TermsDescription
Fulfilment ScopeDetermines the purpose that a Job is created for. It can be created for delivering a general purpose task, for creating a new Subscription, or for managing existing ones. There are several Fulfilment Scopes one can choose from, each with different business rules, characteristics and items that can be added on to a Job. Th Fulfilment Scope is defined when creating Job Types and is then carried over to the Job once the Job Type is selected.
Fulfilment MethodWhen creating a Job, a number of items are requested, and as the Job progresses, the requested items are selected to be delivered to the customer. Sometimes different items than those initially requested are delivered, eg. if e.g., If customers change their mind, or a product runs out of stock. The Fulfilment Method determines whether a Job must only include items that have been requested by the customer - Based on Ordered Items or whether additional items can be added, or removed - Based on Delivered Items
Billing Method
Status
colourGreen
titleAvailable from CRM.COM R10.0.0
 		Determines, whether a Job can be billed as soon as the Job is in Progress or after it, is completed.
Requested ItemsItems requested by the customer, or required to complete the Job, that are added by agents when creating a new Job. These include Physical Goods, Subscription Services, Activities and Expenses.
Provided Items

Items (actually) provided to the customer and which can be based on the Requested Items (or not).

i.e. If the Fulfilment Method is Based on Ordered Items, then the exact items requested will be provided.

If the Fulfilment Method is Based on Delivered Items, then the Provided items may be completely different to the ones that were requested 

Distributors

Distributors are used to:  

  • Relate Subscription Services and Subscription related devices to a specific Provisioning Provider, as CRM.COM offers integration with multiple Provisioning Providers.
  • Define what Services will be available from each device , if more than one device is available on a single Subscription.

As Jobs are used to deliver new Subscriptions or to manage existing ones, distributors must be selected at the point of order of either Subscription Services or Subscription devices (i.e. Decoders, smartcards e.t.c).

Billing Directive

Determines whether or not a Job is billable, which is an attribute inherited by the Type.

Billing TermRepresents the agreement between a customer and the company. It provides information with regards to billing. Billing Terms are created every time a Billing Term Scheme is added or updated on the Job
Billing Term SchemeControls the creation or modification of Billing Terms. They provide information on the allowed options for Jobs, such as the Price Plans that can be used for billing, and also control Billing Engine processes by providing billing rules and policies that should be applied during Billing Runs
Bill

A Bill is a statement of the amount of money owed for goods supplied and Services rendered issued against a customer financial account. A Bill is comprised of the Financial Transactions which were created by the system, for the account over the period it covers.

Concurrent usage-based pricingA percentage of the normal price agreed between the Service Provider and Customer, which is used to apply Price Plan rates based on the concurrent use of a provided Service and the number of the installed items that will be billed.

For example:

  • Concurrent Usage %: 80%
  • Price Plan Rate for Installed Item:€15
  • Number of Installed Items bought: 100
 
  • 100 

Total = 80% * 100 * 15

 

15 

Services

An intangible commodity which is provided to customers, on a one-off or recurring basis, such as telephony, TV channels, repairs, installations, deliveries, etc. In most cases, the customer does not have exclusive ownership of the purchased service but rather benefits from its outcome.

Physical Goods

A tangible commodity which is provided to customers, such as cameras, decoders, magazines, etc. In most cases, the customer has exclusive ownership of the purchased good. Physical Goods can be traceable or not traceable.

Traceable Physical GoodsPhysical Goods that can be traced through a unique identifier, usually a serial number.
Non-Traceable Physical GoodsPhysical Goods which are not traced to a single instance and are measured based on their quantity.
Subscription Physical GoodsTraceable Physical Goods that have been added on to a Subscription
Installed ItemsInstances of traceable Physical Goods.

Sold Physical Goods

Status
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titleAvailable from CRM.COM R10.0.0

Physical Goods can be sold to a customer through a Job. Once the Physical Good is sold it belongs to the customer and can be viewed through the account's assets. Any changes made on the Physical Good through a non-Completed Job or through a Job of Fulfilment Scope "Swap Installed Items" result to returning or replacing the Physical Good. To do so, a Stock-in Warehouse, and a Credit Invoice Transaction (in case the Physical Good was already billed by the System), are created.

Note

Physical Goods that belong to the customer can also be returned from the Accounts Receivable Assets section by using the dedicated action 'RETURN PHYSICAL GOOD'.

Note

Visit Handling Physical Goods Sales and Managing Jobs for more information

Jobs Key Processes and Concepts

Processes / ConceptDescription
Fulfilment Method

The method that should be followed in order to fulfill fulfil the Job. The supported methods are the following:

  • Based on ordered items: If selected then the requested Services, Physical Goods, Activities and Expenses should include all the ones that were initially ordered by the customer. Additional items are not allowed to be delivered.
  • Based on delivered items: If selected then it is not mandatory to include the requested Services and Physical Goods, Expenses and Activities in the delivered Services and Physical Goods. Additional Services and Physical Goods are allowed to be delivered. All delivered Services and Physical Goods are billed.
Fulfilment Scope

Fulfilment Scope must be selected when creating a new Job. The Job Type chosen from the Job Data Entry page , provides specific rules for the Job. See the available Fulfilment Scopes and their use below.

  • Generic Purpose: Used to deliver Services Physical Goods, charge Expenses and plan Activity Services as part of a generic purpose Job
  • New Subscription: Used to deliver Services Physical Goods, charge Expenses and plan Activity Services, along with creating a new Subscription
  • Manage Subscription: Jobs of the following scopes, along with delivering the specified purpose, can also provide Physical Goods, charge Expenses or plan for Activities.

    • Subscription Activation: Used to Activate a Draft Subscription

    • Subscription Deactivation: Used to Deactivate a Subscription

    • Subscription Cancellation: Used to Terminate a Subscription

    • Subscription Services Addition: Used to add new Subscription Services on a Subscription

    • Subscription Services Cancellation: Used to cancel Subscription Services from a Subscription

    • Change Subscription Location: Used to change the Subscription address

    • AVAILABLE FROM CRM.COM R9.0.0 - Swap Swap Subscription Services: Used to swap replace Subscription Services from a SubscriptionAVAILABLE FROM CRM.COM R9.0.0 - Swap Installed Items: Used to swap

    • Swap Installed Items: Used to replace Installed Items from a Subscription

    • Status
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      titleAvailable from CRM.COM R11.0.0
      Replace Physical Goods Goods: Used to replace Traceable Physical Goods which have been sold through a Job (cannot be used for replacing Subscription Physical Goods).of an account owner
Providing Physical Goods through JobsPhysical Goods can be provided and optionally billed through all scopes of Jobs.
  • If the Physical Good provided is defined under the Subscription Physical Goods section, then it must be Traceable (has a serial number and can be tracked) and will be added on to the Subscription. e.g. The Subscription Physical Goods can be a Smartcard and a Decoder which will be used for provisioning signals to.
  • If the Physical Goods are defined under the Physical Goods section, then they can either be traceable Physical Goods (with a serial number that can be tracked) or non-traceable (without a serial number) and will not be associated to with the Subscription.
Providing Subscription Physical Goods

Subscription Physical Goods can be provided to the customer in three different ways:

  • Rented to the Customer: the customer does not pay for the Physical Good. The Good resides at the customer's location, and the official owner is the business. When the Physical Good is removed from the Subscription, it is returned to the business' warehouse.
  • Indirectly Sold to Customer: the customer does not pay the business for the Physical Good, as it may have been bought from a partner. The good resides at the customer's location, and the official owner is the customer. Within CRM.COM the good is directly related to the customer's Accounts Receivable. When the good is removed from the Subscription, it remains on the customer's account (except if Warranties are applied, and the good is replaced for free with another good).
  • Directly Sold to Customer: the customer pays the business for the Physical Good as it is directly bought from them. The good resides at the customer's location and the official owner is the customer. Within CRM.COM the good is directly related to the customer's Accounts Receivable. When the good is removed from the Subscription, it remains on the customer's account (except if Warranties are applied, and the good is replaced for free with another good).

Status
colourRed
titleApplicable up to CRM.COM R9.0.0
- The Agent must chose the appropriate tab, depending on the Type of Subscription Physical Good:

The Agent must choose the appropriate tab, depending on the Type of Subscription Physical Good:

    • PROVIDED SUBSCRIPTION PHYSICAL GOODS AS RENTED / INDIRECT SALES

    • PROVIDED SUBSCRIPTION PHYSICAL GOODS AS SOLD
       

Status
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titleAvailable from CRM.COM R10.0.0
- The same tab can be used regardless of how the Subscription Physical Good is added. The system will decide whether the selected item is going to be billed and moved to the customer's account.
Communicating Job status automatically to customersCustomers can be automatically notified by the system every time a major change occurs on the Job, via email or SMS. The content of the Communications can be defined by the business while using Job specific information by using the respective Communication Tags. Automatic Communication is optional and can be scheduled to take place at the following Job stages:
  • On Creating: a  Communication will be sent whenever a Job is created
  • On Updating Requested Information: a Communication will be sent whenever the requested information of a Job is updated
  • On Starting Progress: a Communication will be sent whenever the progress of a Job starts(i.e. the Life Cycle State changes to 'In Progress')
  • On Canceling: a Communication will be sent whenever a Job is cancelled (i.e. the Life Cycle State changes to 'Cancelled')
  • On Completing: a Communication will be sent whenever a Job is completed (i.e. the Life Cycle State changes to 'Completed')

For more information on configuring Automatic Communication for Jobs visit

  • Status
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    titleAvailable from CRM.COM R10.0.0
  • Status
    colourRed
    titleApplicable up to CRM.COM R9.0.0

    • Communication Settings of Job Types

    • Communication Settings of Job Definition

      Note

      Until CRM.COM R9.0.0, different configuration on automatic Communication can be defined at the Job Type and Job Definition, where the Type configuration overwrites the Definition configuration. From CRM.COM R10, only Job Definitions can be used for configuring automation in communications.

Creating Jobs

Depending on the Fulfilment Scope, different information (Items) can be specified on a Job. Check the table below to see what can be added/amended for each Type.

Red R9 (tick)

Replace Physical Goods

Fulfilment ScopeSubscription ServicesSubscription Physical Goods

Physical Goods

ExpensesActivitiesSubscription Location
Generic Purpose(error) (error)(tick)(tick)(tick)(error)
New Subscription(tick)(tick)(tick)(tick)(tick)(error)
Activate Subscription(error) (error)(tick)(tick)(tick)(error)
Deactivate Subscription(error) (error)(tick)(tick)(tick)(error)
Cancel Subscription(error) (error)(tick)(tick)(tick)(error)
Add Subscription Service(tick)(tick)(tick)(tick)(tick)(error)
Cancel Subscription Service(tick)(error)(tick)(tick)(tick)(error)
Change Subscription Location(error)(error)(tick)(tick)(tick)(tick)

Swap Subscription Services

Status
colourRed
titleAvailable from CRM.COM R9.0.0
 Services 

(tick)(error)(tick)(tick)(tick)(error)

Swap Subscription Installed Items
Items 

(error)(tick)

(tick)

(tick)(tick)(error)

Replace Physical Goods

Status
colour

Yellow
titleAvailable from CRM.COM

R11.0.0


(error)(error)(tick)(tick)(tick)(error)
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
(error)(error)(tick)(tick)(tick)(error)
Restrict Job Orders based on Credit Limit Status
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
 The Accounts Receivable Credit Limit is the financial amount that your Organisation is willing to allow its customers to be in credit based on your business and financial rules.
The Credit Limit is set individually on each Accounts Receivable and it is compared to the account's balance.
If the Credit Limit is exceeded, then customers are blocked from performing any of the following actions on Jobs of all Job Types.
  • Plan a Job (Create a new Job)
  • Start Progress
  • Complete Job
Note

The default Credit Limit Rule of CRM.COM, can be overridden by defining your own Credit Rating Rules in the active Billing Term Job Definition.

Jobs Access & Viewing Controls

Business Network Characteristics define the level of access for each record, i.e. whether it will be available for selection, viewing or editing.

EntityNetwork CharacteristicsDescription
Jobs
  • Job records can be accessed, viewed and modified by Users defined as members of the Job's Owned By Group, by Users that belong to a group that collaborates with the Owned By Group, or by Super Users.
  • Jobscannot be created unless an Accounts Receivable is selected
  • Jobs must be assigned to a User that will be responsible for processing and completing the Job
Jobs Types
  • A Job Typecan be added on a Job, provided the User adding the Typebelongs to one of the Allowed Organisational units defined in the Type, or a collaboration exists between their unit and the AOU of the Type, or is a Super User.
Job Statuses
  • A Job Status can be added on a Job, provided the User adding the status belongs to one of the Allowed Organisational units defined in the status, or a collaboration exists between their unit and the AOU of the status, or is a Super User.

 

Jobs Related Modules 

EntityInteraction with Entity
Accounts ReceivableJobs are owned by an Accounts Receivable
SubscriptionsSubscriptions can be created and maintained as part of a Job's task
ActivitiesActivities can be scheduled to be performed for Jobs as subtasks. Activity Services can be optionally added on to the Job which can also be billed if required
BillsBills are created to invoice billable Physical Goods, Activity Services and Expenses
ProductsServices and Physical Goods are delivered through Jobs to customers
Users & UnitsJobs are assigned to Units & Users, in order for the Job to be processed and completed
CommunicationsCommunications can be created through the Jobs Data Entry page, or automatically whenever a major change occurs at the Job

 

Jobs - Business Examples

The following section provides business examples on how the CRM.COM Jobs module is used.

Company ZX Satellite Installations

Panel
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titleCompany ZX Satellite Installations

Business Requirement

Company ZX offers installation services that subscribers can request, at an extra cost. These include the installation of new hardware required for the PAY TV subscription, such as the installation and tuning of a decoder.
Once installation is completed the Subscription must be activated.

CRM.COM Solution

  • Configuration

    Configure a Job Type of scope: New Subscription that will include one mandatory Activity Type

    • Installation Activity with Installation service set to mandatory and Billable
  • User Process
    • Create a Job using the configured Type and add the Subscription Physical Goods and Subscription Services requested by the customer along with the Installation Activity
    • The Activity is be created once saved
    • Back Office personnel is responsible to start the Job and assign the activity
    • Once the Installation Activity is completed, the Job can proceed for closing
    • Once the Job is completed, a Bill is issued, and the Subscription is automatically activated
Note

More Information can be found at Managing Jobs

Company ZX Billing for Triple Play Installations

Panel
nameblue
titleCompany ZX Billing for Triple PLay Installations

Business Requirement

 Company ZX wants to charge its customers for necessary Services and Goods when a new Triple Play Installation is requested.

CRM.COM Solution

When a Triple Play Subscription is registered in the system, a Job should be created that will provide and bill the required Goods and Services, including installation.

  • Configuration

    A Job Type is set up in the system with the following configuration (Triple Play Installation):

    The following products are available:

    • Wires
    • Modems
    • Smartcard
    • Antennas
    • Remote controls
    • Decoders
  • User Process

    The User creates a Job of Type Triple Play Installation:

    Select any of the available products that the customer wants. eg. Smartcard and decoder.

     Through the Job create an activity of Type Installation.

    • Add 2 hours on the time that was spend spent on material delivery
    • Add 1 hours on the time that was spend spent on installation service
    • Set the activity status to 'In progress'
    • Save the activity

    Assign the Job to a Unit or a User.

    Bill the Job

    The User will Bill the Job for the Physical Goods and the Services provided.

    The results of the bill will be:

    • 1*smartcard rate
    • 1*decoder rate
    • 2 * the hourly rate of material delivery service
    • 1 * the hourly rate of installation service
 
Note

More Information on Billing Jobs can be found at Managing Jobs

 

Company ZX New Subscription Rules

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nameblue
titleCompany ZX New Subscription Rules

Business Requirement

Company ZX allows Subscription ordering. Only Sales Personnel are allowed to initiate the order. Once the order is initiated the customer must receive an email that the process has been started and that they will be contacted for the installation appointment

CRM.COM Solution

  • Configuration

    The following configuration must be set up in the system

    • Communication Templates
      • Create a Template: Start Job Progress and use Communication Tags, to inform the contact that the order process has been initiated and they will be contacted for the installation appointment
    • Job Type:
      • Create a Job Type with Fulfilment Scope: New Subscription
    • Job Definitions:
      • Job Type:
        • Add New Subscription
      • Approval settings 
        • Add the Job type 
        • Define Sales Unit in the approval authorisation
      • Communication Setting
        • Check next to Start Progress and select Template: Start Job Progress

    Application

    • Call Centre agents create a new order for Subscription
    • Sales unit Users access Jobs of state 'To be approved'
    • Sales unit Users 'Start Progress' of the Job
      • The Sales unit Users can proceed with the Job, to add required Physical Goods
      • A Communication will be sent to the customer to request an installation appointment
Note

More Information can be found at Managing Jobs

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