Our apologies for the length of this article, but a Reader's Digest version just won't work.
Units is available in our Pro subscription plan.
Devices (Trend Reports and Pest Sightings) is available in our Business and Pro subscription plans.
Summary
Our online service portal is an easy-to-use online resource for your customers to manage their account. This includes viewing/printing their invoice/service history, device/unit trend reports, SDS & material labels, licenses, submitting pest sightings, and, probably most importantly, paying individual invoices or their entire balance (multiple invoices).
Key Points
Include the {link_to_document} in email templates
The Dashboard contains an at-a-glance status of the account
Enter a new credit card or view all the credit cards already on file
View individual Locations
View the service history of Work Orders
On site verification shows the location where the Work Order was completed
View and pay Invoices
Upload your business and applicator's licenses, and Labels & SDS Sheets
Customers can post a pest sighting
View, filter and download Trap Trend reports
View, filter and download Unit reports
{link_to_document}
To get your customers to the online service portal include the {link_to_document} place holder in your Settings/Document Templates email template at the bottom of the page.
When the customer clicks the link the online service portal web page appears. If the customer wants to sign in to the portal without clicking the link in the email:
Give the customer the URL yourdomain.serviceworkportal.com
Give the customer the email address you have on file for that account
Give the customer the customer account number or location number
Enter the information in the text boxes and click Sign In
Dashboard
When the customer enters the portal the Dashboard page appears.
Dashboard - Contains an at-a-glance status of the account
History -View Work Orders
Invoices - View and pay invoices
Trend Analysis - View captures and evidences in your traps
Documents - Download Licenses, Notes & Documents and Labels & SDS Sheets
Pest Sighting - Let you know a pest has been sighted
Units - View history of individual units
Account Number - plus address, email address and phone number
Balance Due - the amount owed for the account
Active Programs - upcoming services that the customer can confirm
Open Invoices - list of unpaid and overdue invoices to view and pay
Your Account - Log out, update credit cards
All Locations - Pick which location to view its documents
Under Active Programs, when the customer clicks the Confirm button, the Confirm your Appointment page appears.
Visiting this page alone does not confirm the appointment. The customer must:
Put a check mark in Check to confirm appointment
Put their name/initials in the Confirmed by text box, they can also add a note
Click the Confirm Appointment button
The appointment in the calendar will have a check mark in it to indicate the appointment is confirmed. The Work Order Schedule tab will contain the text entered in the Confirmed by text box.
Your Account, Credit Cards
Enter a new credit card or view all the credit cards already on file. Customers can also use debit cards. If more than one card is stored, set the primary card. Only the last four digits of a card are viewable. This page includes:
Brand: The stored card brand; we accept Visa, MasterCard, Discover, and American Express
Expires: Expiration date on the card
Number: The last four digits of the card
Primary?: If more than two cards are stored, they can change which one is primary
Disclaimer: Read the disclaimer
Credit Card #: Enter the credit card number
Security Code (CVV): Enter the Security Code; this is a 3-digit number for Visa, MasterCard, Discover and a 4-digit number for American Express
Card Expiration: The expiration date on the card
Enter a new credit card:
To add a credit card:
Read the disclaimer
Enter the credit card number, security code (cvv), and expiration month and year
Click Save
Repeat this step to add additional cards.
To set a primary credit card:
If there are two or more cards select which one is primary.
The current primary card displays Yes under the Primary? column
The other card(s) have Set Primary to the right
Click Set Primary for the card to have as primary
To delete a credit card:
Click the garbage can icon to the right of the credit card information
View Individual Locations
If the customer has more than one location, click the down arrow to the right of All Locations and select the location. This focuses the customer to one location. When a location is selected only documents associated to that location are viewable. It is easier to view unpaid Invoices for one location, or to focus a Trap & Trend report for one location, for example.
History
View the service history of Work Orders from the History tab.
The Status column shows if the work is complete. Click the View button to see the Work Order.
For Work Orders completed on the mobile app an On site verification will show the location where the Work Order was completed.
Tip Make it known to your technicians that the customer will see where the Work Order was completed. It's best for customer relations that techs complete the work at the customer's location.
To see an attachment included in the Work Order, such as a WDIR, click Attached
To see the Invoice associated to this Work Order, click Invoice
To see the Work Order PDF as it appears in the customer's email, click Print
Invoices
From the Invoices tab, you'll see all your invoices. The Status column shows if the Invoice is paid, unpaid, or overdue.
Click View & Pay to view and pay Invoices.
If you set up a PayPal account with Fieldwork, your customers can pay via PayPal
Customers who have a credit card on file can pay with a credit card
To see the Work Order associated to this Invoice, click Work Order
To see the Invoice PDF as it appears in the customer's email, click Print
Note You must have a Stripe account for customers to upload their credit card information.
Pay the entire balance
From the Dashboard page click Pay Via PayPal or Pay with Credit Card (if the credit card information is in the portal). This is how to to pay the balance in full. Customers cannot pick and choose which invoices to pay; this action pays all unpaid invoices.
Trend Analysis and Pest Sightings
If the account contains devices the Dashboard will show Trend Analysis and Pest Sightings (if enabled) tabs.
Trend Analysis
This page includes:
Calendar: The beginning and ending dates for the search
Device Type: The device used for a capture, such as rat station, interior glue board, etc.
Capture Type: The pest that was captured
Evidence Type: The evidence the pest left behind, such as bait consumed, droppings, etc.
Trend Analysis: The Capture and Evidence visually chart the results of the filter query
Legend (Captures): A short, one-letter assignment for the description (i.e., M = Mouse)
Legend (Evidences): A short, one-letter assignment for the description (i.e., B = Bait Eaten)
Device ID: The barcode number for the device that had activity for this period
Device Type: The type of device that had activity for this period, (i.e., rat station)
Captures: The number of pests captured (uses the short, one-letter naming convention)
Evidences: The number of evidences (uses the short, one-letter naming convention)
Creating a report:
To create a report select the criteria to include in the report.
Select the date range:
Click the left calendar icon
A monthly calendar appears
To navigate around the calendar:
Click the left chevron << to go back one month
Click the right chevron >> to go ahead one month
Click the month at the top of the calendar to go into year view
Click the year to go into decade view
Click the date to have as the beginning of the search
Click the right calendar icon and repeat the steps to create the end date
Tip If looking for one specific day, select that day in the left calendar and select the day after in the right calendar.
Select the types:
Click Any Device Type and select the device for the search; otherwise, leave it at Any Device Type
Click Any Capture Type and select the pest for the search; otherwise, leave it at Any Capture Type
Click Any Evidence Type and select the evidence for the search; otherwise, leave it at Any Evidence Type
Click Filter Report
Note A trend analysis will not show results if:
The date range in the calendar does not go back/forward enough to capture data
At least one of the three types is too specific and the value for the type is not in the database; try using Any xxx Type for all three
Trend Analysis charts:
The two charts graphically show the captured pests and the evidences that pests left behind. Both charts have Legends beneath with a short, one-letter abbreviation for the description. This one-letter descriptor helps keep the format more readable in the following table.
Device, Capture, and Evidences statistics:
This table identifies the activity for the period in the report. For Captures and Evidences refer to the one-letter descriptor in the Legends.
Device ID: The barcode on the device. Click the ID to view the activity for that device
Device Type: The device descriptor, such as rat station, Pheromone Lure, Bed Bug Lure, etc.
Captures: The number of pests captured for a device
Evidences: The evidence found in or around a device
To print a report
Click Print Report
Click a Device ID to view a device’s activity, and click Print Report to print that device activity
Documents
The customer can download your business and applicator's licenses, view account notes & its documents, and Labels & SDS Sheets from the Documents tab.
Note Shared Notes & Documents are viewable to the individual customer. Licenses and Labels & SDS sheets are viewable to all customers. Even though a customer might not have an ant service, for example, they will see the ant SDS and label if you post it.
Pest Sightings
To activate Pest Sightings for a customer, edit their Billing Page, scroll down to the bottom of the page and put a check mark in Show Pest Sightings [x].
The customer can then post a pest sighting that goes into their account in the Pest Sightings tab. The customer can select:
Pest Type - Drop-down list comes from your Settings/Target Pests
Location of Sighting - Type in the location
Service Location - Drop-down list comes from the customer's locations
Date - Enter the date of the sighting
The bell in the upper-right corner of your browser indicates, with a number, when a pest sighting has been submitted. Click the bell and a drop-down list appears showing the pest, the customer, the date and time. Click the entry and the customer's account page appears with the Pest Sightings tab open.
Pay attention to the bell!
The Pest Sightings tab shows the pest type, location, and date.
You can edit the sighting to complete it (tech went out there to perform the service) enter comments (this will show as Action Taken in the portal), and you can delete the sighting.
Note Pest sightings cannot be deleted by the customer.
When the sighting is marked complete the portal will show the date completed and the technician who completed the job.
Tip If the Pest Sighting tab is not available edit the customer's account Billing Page and click the check box [x] Show Pest Sightings.
Units
If the account has multi-units the Dashboard will show a Units tab. View the history of pest activity for the units in this property. This page includes:
Filters
Start date: Select the beginning date for the search
End date: Select the end date for the search
Status: Reports by entries in Settings/Unit Statuses
Target Pests: Reports by entries in Settings/Target Pests
Activity Levels: Reports by entries in Settings/Activity Levels
Unit#: Reports by unit entries in the customer's location account
Tip If looking for one specific day, select that day in the left calendar and select the day after in the right calendar.
After selecting the filters click Filter Report. The right side of the page shows Service Status and Target Pests charts, and a line-item list below it.
Also watch this video.
For more information about Units, see Multi-Units for apartments, condos, hotels, public storage facilities...
For more information about getting your online portal setup, see Online Portal - Getting Started Guide 1 of 2