How to Search Customer History in FieldEdge

Sometimes, the office can be a chaotic place to work. Locating certain aspects of FieldEdge software can become almost daunting and tedious in tight-pinch situations. 

Thankfully, FieldEdge has multiple locations to look for Customer and Work Order History.

History

The History button is, ironically, one of the lesser known ways to track down information. This is most likely due to its location on the Customer’s Page. Even though it’s not used often, it has some important uses. 

The History button gives you an overview of the Customer’s Work Order and Agreement History. It is located at the top of the Customer’s Page.

When you select the History button, a pop-up will appear. Here, you can view the Customer’s past Work Order History in a brief overview.

One of the unique features of the History button is its ability to show you hidden details about a Work Order. This can include who reassigned the Work Order, who assigned the Primary Technician, and who created an Invoice. 

To view the hidden details, select the small blue text underneath Assignment Details that states “Show Details.”

Here, you can comb through any details you need about the Work Order.

On the flip side, you can also look up History for the Customer’s Agreement, including Past Activity or any Upcoming Events. 

The Timeline

The Customer’s Timeline is the most common method to look up Customer History. It is easy to locate, and is the most convenient method for looking up a Customer’s History. 

TheTimeline in FieldEdge works just like a timeline of events. FieldEdge will record the History for the Customer and place the History on a visual Timeline for you to view. This is incredibly useful, as it allows you to have a visual aid for the timeline of events instead of reading text-only descriptions. 

On top of giving you a visual aid, the Timeline has a unique feature that allows you to write a Note on the Timeline itself for your records.

If you want to see more information, you can always select the “Show all Activity” button at the top right of the Timeline to uncover some hidden details.

Unlike the History button, your Timeline has a secret weapon: A Search function.

Located next to the Timeline Header, select the magnifying glass to bring up the search tool.

Here, you can search for keywords to find what you need. Remember: if you don’t find anything, try searching with Show All Activity selected.

Booking a Work Order 

When your CSRs or Dispatchers are booking a Work Order, they may need to look at the History for the Customer’s Work Orders on the fly. Sometimes locating the Customer’s Page is time consuming, and your CSR needs information immediately. 

In this case, when creating the Work Order, look next to the Customer Name. There, you will see the History and View Account Status buttons. 

When you select the History button, the History section you are used to seeing will pop up for you to glance at before booking the Work Order.

The View Account Status button will allow you to quickly glance at the Customer’s balance.

This can also help remind your office staff to try and handle the Account Balance on the call with the Customer in a pinch.

Next time you need to play detective, remember, you have several options in FieldEdge to get you the information you need.

 

Are your team permissions a free-for-all? Learn about profile-based permissions in our blog post – Understanding Profile Types in Field Edge

 

Want to Learn More about Customer History in FieldEdge?

Our team at Powerhouse Consulting Group is a certified partner with FieldEdge. We will work with you to understand your workflow, audit your FieldEdge settings, and can provide hands-on training for your team. Contact us today for help with FieldEdge Consulting.