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Back to Jobs Main Page

Excerpt
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Understand the usage of Jobs within CRM.COM

What does this section cover?
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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, where services and physical goodsinvolving the delivery and billing of Services and Physical Goods, as well as Activities. Customer requests and orders, such as that for a Subscription, 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

TermsDescriptionBill

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,

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 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, 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 

Total = 80% * 100 * 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 of the cases, the customer does not have an exclusive ownership of the purchased service that was purchased but rather benefits from the service its outcome. Services can be one off or recurring

Physical Goods

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

Installed ItemsInstalled items are instances of traceable physical goods

Traceable physical goodsPhysical GoodsPhysical goods Goods that can be traced through a unique identifier which is , usually a serial number.
Non traceable physical goods-Traceable Physical GoodsPhysical goods 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 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 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

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.

Processes / ConceptDescription
Fulfilment Method

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

  • Based on ordered items: If selected then the delivered services and physical goods requested Services, Physical Goods, Activities and Expenses should include all the services and physical goods ones that were initially ordered by the customer. Additional services and physical goods items 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 requested Services and Physical Goods, Expenses and Activities in the delivered services Services and physical goodsPhysical Goods. Additional services and physical goods are allowed to Services and Physical Goods are allowed to be delivered. All delivered services Services and physical goods 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

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 jobJob
  • 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 subscriberSubscription: 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

    • Swap Subscription Services: Used to replace Subscription Services from a Subscription

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

    • Status
      colourYellow
      titleAvailable from CRM.COM R11.0.0
      Replace Physical Goods: Used to replace Traceable 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 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 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).

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
colourGreen
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
    colourGreen
    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, the following information can be specified:

 
Fulfilment ScopeSubscription ServicesSubscription Physical Goods
Additional

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 

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

Swap Subscription Installed Items 

(error)(tick)

(tick)

(tick)(tick)(error)

Replace Physical Goods

Status
colourYellow
titleAvailable from CRM.COM R11.0.0

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

Jobs Network Characteristics

(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 whether it will be available for selection, for viewing or editing etc.

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 EntityHow
Accounts ReceivableJobs are owned by Account an Accounts Receivable
SubscriptionsSubscriptions created by Jobscan 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 to the Job which can also be billed if required
BillsJobs billed by BillsPhysical GoodsPhysical Goods delivered by JobsBills 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, 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 to help you understand on how the CRM.COM Jobs module is used.

Company ZX Satellite Installations

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

  • 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
Panel
nameblue
titleCompany ZX Satellite Installations

Business Requirement

Company ZX accepts requests from its subscribers to make any required Installations with an extra charge. 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 then the subscription will need to the Subscription must 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
Note

More Information can be found at Managing Jobs

Company ZX Billing for Triple

PLay

Play Installations

Panel
nameblue
titleCompany ZX Billing for Triple PLay Installations

Business Requirement

 Company ZX would like wants to charge its customers for services necessary Services and goods needed Goods 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 servicesrequired Goods and Services, including installation.

  • Configuration

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

    The following products should be are available:

    • Wires
    • Modems
    • Smartcard
    • antennasAntennas
    • remote Remote controls
    • decodersDecoders
  • User Process

    The User will create creates a job Job of type Type Triple Play Installation:

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

     Through the job Job create an activity of type installationType Installation.

    •  Add 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 into '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 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 JobServices 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 : Billing Managing Jobs

 

Company ZX New Subscription Rules

More Information on New Subscription Rules can be found at: Configuring Jobs Definition
    • '
    • 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
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 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 where you will be using tags and and use Communication Tags, to inform the contact that the order process has been initiated and they will be contacted for booking an appointment for the installation appointment
    • Job Type:
      • Create a Job type Type with fulfillment 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 Centre agents create a new order for subscriptionSubscription
    • Sales unit users 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
Note

More Information can be found at Managing Jobs

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