External Contacts provide access to the contact information needed to progress service work and maintain communication with key stakeholders. This includes contacts linked to the task, customer, location, Service Object, Request, and Request Quotation.
Having these contacts readily available supports access to locations, timely updates, and effective communication throughout the service process. Quick access to contact information helps technicians and service personnel identify and reach the correct person while performing a job.
This is primarily an online feature, with the option to download contacts and store them on the device. Customer contacts of the task are synced to mobile and remain available offline.
The solution is available for Request Tasks, Pick-Up Tasks, and Bundle Tasks. It is also possible to add and view contacts on Request Quotations and Service Objects.
External Contacts can be viewed using the External Contacts menu action on the Work Details page.
A workflow action is available to support Configured Workflow. This action can be added as a separate step in the Actions Flow. It is included in Configured Request: Standard and Bundle subtypes.
The following types of contacts can be viewed on a task in mobile.
Contacts appear in a card layout containing the name, role, mobile number, and phone number. A badge indicates the contact type, and the card provides access to communication options. Additional information such as email and notes is available on the Details page. Contact information can be updated only when online. All contact types except customer contacts can be deleted when no longer relevant.
Object contacts linked to the Service Object of the task are displayed with an Object badge. When online, object contacts can be downloaded using the Download All option so they remain available when offline.
Contacts can be viewed on a Service Object using the Contacts menu action on the Object Details page. The list displays contacts linked to the Service Object as well as associated contacts from the location defined on the object.
The following types of contacts can be viewed on a Service Object.
Contacts are presented in the same card layout as on a task, with a badge indicating the contact type.
Object contacts can be added from a Work Assignment or from a Service Object.
When adding a contact from a Work Assignment, select Object Contact as the contact type. The task must have a Service Object defined. Object information is displayed at the bottom of the assistant page, similar to location information for location contacts.
When adding a contact from a Service Object, use the Contacts action on the Object Details page. Select whether to add an Object Contact or a Location Contact. To add a location contact, the Service Object must have a location defined.
For all other contact types, the process of entering contact information such as role, name, phone numbers, email address, and notes follows the same steps as when adding contacts for other entities.