AVAILABLE FROM CRM.COM R9.0.0

What does this section cover?

Swapping Services of a Subscription through Jobs

CRM.COM allows you to order Jobs for swapping services of a subscription.

What can you add?

For each type of Job selected, different options are available. Use the table below to see what can be added using the specific Job type

Fulfilment Scope	Subscription Services	Subscription Physical Goods	Physical Goods	Expenses	Activities	Subscription Location
Swap Subscription Services

Navigating to Jobs

Creating & Saving, Validations & Restrictions

Subscription Action Information

Creating a Job to Swap Services of a Subscription

1. Navigate to Jobs Module
2. From the top menu click on the NEW to open the Jobs data entry page

3. CONTACT INFORMATION

   1. Click on USE EXISTING CONTACT
   2. Search the contact to load his contact detailsClick on MODIFY CONTACT INFORMATION to add more information if needed
      

4. ACCOUNT INFORMATION

   1. Number: Select an account which is related to the subscription you would like to create a job order for

5. BILLING ADDRESS

   1. The Billing Address will be Read Only and will display the account's billing address

6. JOB INFORMATION

   1. JOB TERMS

      1. Type: Select the type of the Job related to the job/subscription order you would like to create
         Once the Job type is selected some of the fields will be automatically populated; You can however update them according to your current requirement

      2. Status: Select a status from the drop-down list 
         Note that the Life cycle state of the Job is set automatically based on the Job status selected
      3. Category: Select the category based on your needs

      4. Description: Add a description of the Job
         

      5. Billing Term Scheme: Select a Billing Term Scheme (Only applicable for Job Types defined as billable)
      6. Price Plan: Select a price plan from the drop-down list (Only applicable for Job Types defined as billable)
      7. Agreement Date: Click on the calendar icon to select a date (Only applicable for Job Types defined as billable)

      8. Concurrent Usage: Provide information related to the billing of the Job (Only applicable for Billing Term Schemes that support Concurrent Usage)

      9. Rate Percentage:  Provide information related to the billing of the Job (Only applicable for Billing Term Schemes that support Concurrent Usage)

         Note that the above fields will be filtered based on the Allowed Attributes defined on the Job Type that you have selected

   2. JOB ADDRESS INFORMATION

      1. The job location is automatically set based on the location of the selected subscription and it can not be modified

   3. REQUESTED SUBSCRIPTION 

      1. Once a job type of fulfilment Scope of managing subscription is selected the this section becomes available

      2. Subscription: Select the subscription on which the action will be applied

7. The following sections follow the same logic as on creating a Job of New Subscription scope based on the Validations and Restrictions explained above:

   1. SERVICES

      1. CLASSIFICATION

         1. ANY: With this option the system will decide automatically which classification the swapping is for
         2. DOWNGRADE SERVICE: The system will filter New Services and will only make available the services you can downgrade to
         3. SWITCH SERVICE: The system will filter New Services and will only make available the services you can switch to
         4. UPGRADE SERVICE: The system will filter New Services and will only make available the services you can upgrade to

      2. MANDATORY SERVICES

         1. New Service: Select the service you want to Swap to, from the drop down list

      3. OPTIONAL SERVICES

         1. New Service: Select the service you want to Swap to, from the drop down list

   2. PHYSICAL GOODS

      1. REQUESTED PHYSICAL GOODS
         

         1. Select the Physical Goods you would like to be added on the Job. These are the Physical Goods that are allowed to be added, via the selected Job Type

            1. Physical Good Products that are available on the Job Type under Allowed Physical Goods, are already available in the requested section 

               1. Place a check in the box next to the item you would like to add
               2. If the Physical Good is defined as mandatory then:
               3. It is already checked and not editable at the Requested section
               4. It is already listed in the Preview Job section
            2. Physical Good Product Types that are available on the Job Type under Allowed Physical Goods, can be added if needed
               Unlike define Products, if the Product Type is defined as mandatory then you must add one of the products of the specific product type following the process below. The same process is applied, for product types that are optional
               
               1. Click on Add
               2. Search for the item you would like to add
               3. Select and add the requested item
               4. Provide Quantity

   3. ACTIVITIES

      1. REQUESTED ACTIVITIES

         1. These are services that are available in the Activity types that have been defined as allowed in the Job Type. If any of the available activities is defined as mandatory in the Activity Type then it will be preselected and cannot be removed or modified

            1. Place a check next to the services you would like to add (apart from any preselected)
            2. Activity Types that are defined in the Job type as mandatory will be validated before you are allowed to save the Job
            3. The activities are not created, until the job moves into the in progress life cycle state
            4. For each Activity Service you can Request Resources

   4. EXPENSES

      1. REQUESTED EXPENSES

         These are one time service information with which the customer will be billed.
         If any of the available expenses is defined as mandatory in the Job Type then it will be preselected and cannot be removed or modified

         1. Place a check next to the expenses you would like to add (apart from any preselected)
         2. Click on ADD
         3. Search for the one time service
            Note that only the Expenses that have been defined as Allowed in the Job Type will be available

   5. KEY DATES & ASSIGNMENTS

      1. KEY DATES

         1. Start Date: The date is set to the current date. Click on the calendar icon to  manually update the date
         2. Estimated Completion Time: Update if required.  Click on the calendar icon to  manually update the date
            (Will automatically update Expected Completion Date)

         3. Expected Completion Date: Update if required

      2. ASSIGNED TO

         1. Unit: Search and add the Unit you would like to handle the job order 

         2. User: Search and add the User you would like to handle the job order
            The User may be left empty and then users in the Unit defined will be able to accept the Job.
            View Managing Jobs for more information on accepting a Job that has been assigned on the Unit 

          

   6. ATTACHMENTS

      Add any files or URLs related to the entity.

      Check  General Settings to find out the restrictions (if any) related to the type and the size of the files you wish to upload. 

      1. For adding a file
         1. Click on Add > Upload File
             
         2. Drag and Drop the file in the modal 
            OR 
         3. Click in the modal
         4. Select the file to be uploaded
         5. Click on "DONE"
         6. Notes: Provide notes related to the upload
      2. For adding a URL
         1. Click on  "ADD"
             
         2. Attachment: Specify the URL
         3. Notes: Provide notes related with the URL

   7. LOG INFORMATION

      Log information section keeps all the logging information related to the specific record.
      

      • Basic set of information available in all entities
        • Created By User: The user that created the entity
        • Created By Unit: The unit of the user that created the entity
        • Updated By User: The user that last updated the entity
        • Updated by Unit: The unit of the user that last updated the entity
        • Date Created: The date the account was entity
        • Date Updated: The date the account was last entity
        • Shared Notes: Section where you can provide additional information, and will be logged in the system, keeping user and time
        • Owned by Group: The group that is owning the entity (if the entity is an explicit viewing entity)
          Owned By Group can be defined by the user. However if it's left empty, the Group of the logged in user will be automatically set  
        • Privacy Level: The privacy level of the entity (if the entity is an explicit viewing entity)
          This will be automatically set if a PLAR is defined, else you can manually set it using Privacy Level Action, after you create it.
           

8. PREVIEW JOB

   1. SUBSCRIPTION SERVICES REQUIRED

      1. Provides the subscription services to be swapped

   2. PHYSICAL GOODS REQUESTED

      1. Provides the physical goods to be provided
         

   3. EXPENSES REQUESTED

      1. Provides the expenses to be added

   4. ACTIVITY SERVICES REQUESTED

      1. Provides the activity services to be added

9. From the PREVIEW JOB panel click on SUBMIT

System Processing

1. The Job will be saved and a unique number will be assigned
2. The requested subscription will not be modified until the Job is completed
3. The following becomes available
   1. A Communication will be created based on the active Job definition communication settings and the information will appear under Communications
      
      1. The Communication Tab provides all the communications that are related to the specific record. When creating a new record the Communications tab is empty as no communications have been created yet. Communications tab is informative.
         Check the Advance Section for the module of your interest to find out how you can schedule an Activity.
          

Follow Up Process

Go to Modifying Jobs to start processing the created Job.