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Create and manage customer accounts

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An account represents a customer that receives service from a field service organization. There are two main types of accounts:

  • Service account is the account that receives the on-site service by a field technician.

  • Billing account represents the account that receives invoices for the work provided. Usually, it's a shared account for multiple service accounts that belong to a central organization.

For example, a wine producer corporation owns several vineyards. Each vineyard is a service account. The corporation is the billing account.

Create a service account

  1. In Field Service, select the Service area. Under Customers, select Accounts, and then select New.

  2. Enter the Account Name and Service Address.

  3. Select Geo Code at the top of the form to get the latitude and longitude of the service address, and then select OK.

    You can also turn on autogeocoding to automatically get the coordinates of a service address.

  4. (Optional) Enter information in the Summary tab.

    Adding or updating an account's summary information won't update existing work orders, but will be reflected in future work orders.

  5. (Optional) Select the Details tab and enter the account's company profile information, contact preferences, and billing and shipping defaults.

  6. (Optional) Select the Servicing tab and enter accounting and service defaults for work orders associated with the account.

    • Billing Account: Sets the billing account on the work order when this account is selected as the service account. If no billing account is specified, the service account acts as both the service account and the billing account.

    • Product Price List: Sets the price list for this account. If a billing account is specified, work orders use the price list in the billing account record. If the selected price list doesn't contain products or services, the list price on the product record is used.

    • Tax Exempt: Determines whether sales tax is added to the price of work orders. Set to Yes to not add sales tax. Set to No to specify a sales tax code for the work order price and invoice.

    • Service Territory: Sets the geographical regions for accounts, work orders, and resources, which are used in work orders and resource scheduling.

    • Travel Charge Type: Determines pricing and billing for travel cost charged for a field technician as a work order product.

      • Hourly: A quantity that represents the Actual Travel Duration on the booking for a work order for every 60 minutes. For example, if the unit amount price of the travel charge is 60 and the actual travel duration is 30 minutes, the travel charge work order product is priced as $30.

      • Mileage: A quantity that represents the Miles Traveled on the booking for a work order. For example, if the unit amount price of the travel charge is 1 and the miles traveled is 20, the travel charge work order product is priced as $20.

      • Fixed: This quantity is 1. For example, if the unit amount price of the Travel Charge is 50, the travel charge work order product is priced as $50, regardless of the distance or the travel time.

      • None: No travel charge is added to the work order.

    • Work Hour Template: Work template to use for this account.

    • Work Order Instructions: A text note that populates the Instructions field on work orders. Use this note to help technicians follow processes specific to this account.

  7. Select Save.

Next steps

Create a work order to coordinate and schedule resources and activities.