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Excerpt
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Understand the usage of Jobs within CRM.COM

What does this section cover?

Table of Contents
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What are Jobs?

Jobs are small projects initiated by the operator for customers, where services and physical goods, as well as Activities, are delivered and can be billed. Jobs can be used for orders, such as Subscription ordering, where the request of the customer is initiated and registered via the Job, from where physical goods and activity services are billed and finally turned into a Subscription.

Jobs Glossary

TermsDescription
Bill

A Bill represents a set of invoices and credit notes that were issued against a customer account for physical goods or services that where provided for a period of time. Another way to explain it is that a bill is a "transactional" statement, that is a statement that is generated and maintained as a unique, one off transaction.

Concurrent usage based pricingConcurrent usage based pricing is used to apply price plan rates based on the number of concurrent usage of the services or the installed items that will be billed, and a rate percentage which is agreed between the customer and the company providing those services.

Services

A service is an intangible commodity which is offered to customers, such as telephony, TV channels, repairs, installations, deliveries etc. In most of the cases the customer does not have an exclusive ownership of the service that was purchased but rather benefits from the service outcome. Services can be one off or recurring

Physical Goods

 A physical good is a tangible commodity which is offered to customers, such as cameras, decoders, magazines etc. In most of the cases the customer has an exclusive ownership of the good that was purchased. Physical goods can be traceable or not traceable.

Installed ItemsInstalled items are instances of traceable physical goods
Traceable physical goodsPhysical goods that can be traced through a unique identifier which is usually a serial number
Non traceable physical goodsPhysical goods which are not traced to a single instance and are measured based on their quantity

Jobs Key Processes and Concepts

Processes / ConceptDescription
Fulfilment Method

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

  • Based on ordered items: If selected then the delivered services and physical goods should include all the services and physical goods that were initially ordered by the customer. Additional services and physical goods are not allowed to be delivered. All delivered services and physical goods are billed.
  • Based on delivered items: If selected then it is not mandatory to include the ordered services and physical goods 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

It determines if a job is created in order to deliver a generic purpose job or a new subscription. The following job fulfilment scope options are available:

  • Generic Purpose: If selected then any jobs created using this type will be used to deliver services and physical goods as part of a generic purpose job
  • New Subscription: If selected then any jobs created using this type will be used to deliver services and physical goods as part of signing up a new subscriber
Creating Jobs

Depending on the fulfilment scope, the following information can be specified:

Fullfilment Fulfilment ScopeServicesSubscription Physical Goods

Physical Goods *

ExpensesActivitiesSubscription Location
Generic Purpose(error) (error)(tick)(tick)(tick)(error)
New Subscription(tick)(tick)(tick)
Additional Physical Goods *		(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)
Additional Physical Goods *		(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

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

Swap Subscription Installed Items

Status
colourRed
titleAvailable from CRM.COM R9.0.0

(error)(tick)

(tick)
Additional Physical Goods *

(tick)(tick)(error)

* When the Job has Subscription Physical Goods the Physical Goods which are the goods added on the Job are referred to as Additional Physical Goods

Jobs Network Characteristics

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

EntityNetwork Characteristics
Jobs
Jobs Types
Job Statuses

 

Jobs Related Modules 

Interaction EntityHow
Accounts ReceivableJobs owned by Account Receivable
SubscriptionsSubscriptions created by Jobs
ActivitiesActivities performed for Jobs
BillsJobs billed by Bills
Physical GoodsPhysical Goods delivered by Jobs
Users & UnitsJobs assigned to Units & Users

 

Jobs - Business Examples

The following section provides business examples to help you understand how CRM.COM Jobs module is used.

Company ZX Satellite Installations

Panel
nameblue
titleCompany ZX Satellite Installations

Business Requirement

Company ZX accepts requests from its subscribers to make any required Installations with an extra charge. Once installation is completed then the subscription will need to be activated.

CRM.COM Solution

  • Configuration

    A job will need to be configured in the system with 2 mandatory Activity Types.

    • Installation Activity
    • Activation Activity
  • User Process
    Once the Job is created then the 2 activities will have to be created before the job is closed. Back Office personnel will be responsible to schedule the 2 activities, using the Schedule Activity action. Once Installation Activity is completed the Activation Activity will be executed. Once Both Activities are completed then the job can be billed and closed.
Note

More Information on Scheduling an Activity can be found at: Scheduling an Activity in Jobs

Company ZX Billing for Triple Play Installations

Panel
nameblue
titleCompany ZX Billing for Triple PLay Installations

Business Requirement

 Company ZX would like to charge its customers for services and goods needed when a new Triple Play Installation is requested.

CRM.COM Solution

When a Triple Play Subscription is registered in the system then a Job should be created that will provide and bill the products and services that are required as well as the installation services.

  • Configuration

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

    The following products should be available:

    • Wires
    • Modems
    • Smartcard
    • antennas
    • remote controls
    • decoders
  • User Process

    User will create a job of type Triple Play Installation:

    Select any products that the customer wants from those which are available. Fox Example: Smartcard and decoder.

     Through the job create an activity of type installation.

    •  Add 2 hours on the time that was spend on material delivery
    • Add 1 hours on the time that was spend on installation service
    • Set the activity status to into 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.

    Select the job and from the actions button click on the Bill the job.

    Click on submit and the Job will be billed. the Results are available in the billing information of the Job

    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: Billing Jobs

 

Company ZX New Subscription Rules

Panel
nameblue
titleCompany ZX New Subscription Rules

Business Requirement

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

CRM.COM Solution

  • Configuration

    The following configuration must be set up in the system

    • Communication Templates
      • Create a Template: Start Job Progress where you will be using tags and inform the contact that the order process has been initiated and they will be contacted for booking an appointment for the installation
    • 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"
    • Select the jobs and from actions select " Start Progress" (Only authorised personnel will have access to the action Start Progress) 

 

Note

More Information on New Subscription Rules can be found at: Configuring Jobs Definition

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