Dispatch Management

Question 1

Which of the following can be opened in a new tab by right clicking on an appointment on the dispatch board? Select all that apply.
a. a map of the address
b. the job’s invoice
c. the collect/apply payment screen
d. the job page

Answer 1

a map of the address
the job’s invoice
the job page g

Question 2

You have scheduled a number of recurring services in a neighborhood tomorrow. put the steps in order for using maps 2.0 to quickly assign them all to a single tech.

Answer 2

From the dispatch board, select maps 2.0
Select your maintenance business units from the BU filter, set the date range to tomorrow and apply filter
Zoom in to the area where the jobs are scheduled
Use the shape picker to select a shape, use the mouse to draw an area around the jobs.
Right click in the shape and select assign, then select the technician.

Question 3

Using the board appearance settings in dispatch, you can modify the information you see when you hover your mouse over an appointment. True or false?

Answer 3

False

Question 4

You have a tech who is going on vacation next week. On Friday afternoon a hasty dispatcher went to their dispatch configurations and checked-out the tech while they were still working on their last job. What impact will this have on other dispatchers and the tech?
A. the tech will be clocked-out early
B. The other dispatchers will not be impacted, as dispatch configuration is by user
C. the other dispatchers will no longer see the tech on their dispatch board
D. The tech will not be able to work their assigned jobs

Answer 4

A.
C.
D.

Question 5

When viewing SMS messages sent to technicians in the message panel in dispatch, you will only see the messages between yourself and the techs. True or false?

Answer 5

False

Question 6

If there is an alert related to an appointment, you will see a red outline around the appointment in dispatch. Where can you go to see what the alert is about?
A. Select the alerts tab of the job tray below the dispatch board to view the alert reason.
B. Hover over the appointment and the alert reason will be displayed
C. Click on the appointment to see the alert reason at the top of the job page

Answer 6

A &B

Question 7

You have set up technician shifts that show who your on call techs are for weeknights and weekends over the next month. Where could you quickly go to view the on call shifts?
A. View each of the tech’s scheduled in technicians profile in settings
B. Go to schedule board and select technician shifts. Turn on shift type filter for on call
C. Go to the dispatch board for each day and look for techs who show an orange shaded areas of their schedule

Answer 7

B & C

Question 8

From dispatch, you can right click on any appointment on a tech’s schedule and set them as dispatched to the job. If the appointment has multiple techs assigned, you must right click the appointment on each of their schedule’s to mark them all dispatched. True or false?

Answer 8

False

Question 9

Which of the following would not allow you to access the scheduling assistant?
A. By right clicking on an appointment on the dispatch board and selecting reschedule
B. By right clicking on an appointment on the dispatch board.
C. When editing an appointment from within the job page
D. The call booking screen when taking an inbound phone call

Answer 9

A. By right clicking the appointment on the dispatch board and selecting reschedule

Question 10

Dispatch alerts for late arrivals and for jobs that are taking too long can be set to only appear for individual employees. True or false?

Answer 10

False

Question 11

A customer owns three service locations. If this customer purchases a single memberships, what option would you have in adding that membership to the customer’s location.
A. Attach it to all of the locations
B. Attach it to just one of the locations
C. Attach it to two of their locations

Answer 11

A. B.

Question 12

When a membership set up to use deferred revenue is sold, when are the initial reserve balance entries made?
A. When the membership is added to the invoice
B. When the first recurring service event is completed
C. When the invoice is exported to your accounting system
D. When the job is marked complete

Answer 12

A.

Question 13

Identify the elements of a membership that need to be created in the pricebook.
1. Membership types
2. Renewal Tasks
3. Recurring service tasks
4. Membership add-ons
5. Billing templates
6. Sale tasks

Answer 13

2346

Question 14

When setting up a recurring service type, which of the following is not available to select as a recurrence type?
A. Annual
B. Daily
C. Seasonal
D. Weekly
E. Monthly

Answer 14

Annual

Question 15

If a customer’s membership does not have a preferred payment method selected, the primary payment method will be used to process recurring membership billings. If that payment method fails, an attempt will be made to charge each additional saved payment method on their account until the transactions succeeds. True or false?

Answer 15

True

Question 16

By default, if a fixed-term membership expires while there are still incomplete recurring service events, the events will be dismissed. True or false?

Answer 16

True

Question 17

If the credit card chosen as the preferred payment method on a membership fails when doing a billing run, other saved payment methods on the customer’s account will be attempted next for payment. True or false?

Answer 17

False

Question 18

A membership will remain in the expiring memberships tab of the follow up screen until which of the following occur?
A. The membership is added to a renewal estimate that is subsequently dismissed
B. The membership is renewed using the renew membership option in the office or in mobile.
C. The membership is added to a renewal estimate that is marked as sold/convert
D. The membership is added to a renewal estimate

Answer 18

A, B, C

Question 19

How can you attach equipment at a location to the individual recurring service that are part of a membership?
A. Edit the membership and select the equipment link on each recurring service
B. Select the add equipment button on the location screen
C. Attach equipment in the membership wizard (settings>membership types>edit)

Answer 19

A.

Question 20

IF a membership does not use deferred revenue, when are amounts billed against the membership (upfront or recurring) recognized as income/revenue?
A. At the time of billing
B. On the start date of membership
C. On the end date of the membership
D. A portion when each of the recurring service events are completed

Answer 20

A.

Question 21

When building a service in the pricebook, what must you do to allow that service to be used as a membership add on?
A. Enter the price in the member add-on field on the details tab
B. Enter a price in the add-on field on the details tab
C. Go to workflow tab and select the desired add-on options.

Answer 21

C

Question 22

1. Set the preferred payment method to “check” on the memberships of customers you need to invoice
2. Open the accounting tab and select charge members
3. enter the date range for billings you want to create and click search members
4. use the membership type, billing type, and payment type filters to pull up your list of customers to be billed
5. checkmark all the listed customers to be billed and select the only generate invoice button. Name the billing run.
6. from the billing history, select the unattempted filter and click the batch name of the batch you just created
7. click the email all link to email the invoices

Question 23

Using deferred revenue with memberships allows your company to recognize the revenue associated with performing included recurring services at the time the work is performed, rather than when billings (upfront or monthly) are processed. True or false?

Answer 23

True

Question 24

When you renew a customer’s membership, the start date of the renewal will automatically be set to the day after the original memberships expiration. You can edit this if necessary. True or false?

Answer 24

True

Question 25

When selling a monthly billed, fixed-term membership, the sale invoice is considered the first billing, and the number of remaining billings will be one less than the memberships term. True or false?

Answer 25

True

Question 26

When setting up a deferred revenue membership, which type of general ledger account should the sale, renewal, and billing tasks you build be pointed to?
a. income
b. liability
c. expense
d. asset

Answer 26

b. liability

Question 27

If you sent an SMS (text) reminder about an upcoming recurring service event to a customer, when you look up that recurring service event in the follow up screen you’ll find the day and time the reminder campaign text was sent. True or false?

Answer 27

False

Question 28

When is the revenue associated with a recurring service that is part of a deferred revenue membership recognized as income?
a. when the recurring service event is booked
b. when the recurring service event is marked as complete
c. when the invoice for the completed job is exported
d. when the job the recurring service event is added is marked as complete

Answer 28

d.

Question 29

When viewing an estimate or invoice, why do some show “potential savings” and some “member savings”?
a. members see member savings with their actual calculated discount, non-members see potential savings based on membership discounts available.
b. members see potentials savings if they could upgrade to a membership with larger disocunts, or member savings if their discount is best available
c. this is a setting you choose in invoice setup

Answer 29

a.