Make the signature fields reportable on the customer service receipt

Make the signature fields reportable on the customer service receipt

In a regulated medical device environment we often need to be able to report on the CSR signatures - although it is possible to make them mandatory, in certain circumstances they cannot be completed so we have opted with not enforcing this. We do however have the need to ensure our overall records meet necessary quality requirements and also on occasion for financial settlement. In order to do that we need to understand when CSR's have been finalised with or without signatures in an easily reportable manner.

If we could track and report on the CSR signature fields we could ensure quality records are maintained and understand when employees and customers have signed the receipt.

What is the underlying problem do you intend to solve with this idea?
Quality and financial requirements to ensure certain CSR's have been signed
Product Area?
Communities Mobile Field Service Management Reporting & Analytics
What version of ServiceMax are you on?
Summer 16
7 Comments
Pastry Chef acooper
Pastry Chef

We have done something similar to this and created two service reports, one with a mandatory signature and one without. We have a field on the work order that the tech sets to say if they are planning to capture a signature or not. Then depending what they choose, the appropriate service report SFM is shown. Then you can report on work orders that have a signature or not by reporting on that field. You can also have different source object updates on the service report SFM's to set fields too.

Here is an example screenshot:

Fry Chef tsping
Fry Chef

Hi Adam,

Thanks for the info, this is helpful!  I noticed that with your CSR you have it labelled with "Dutch NL". How are you handling translations with CSR?

Pastry Chef acooper
Pastry Chef

Because we have to produce a service report in local language in some countries, but the techs salesforce language doesn't always match this language, we can't use custom labels for the translations in the service report. Vote on this idea to improve this:

So we have cloned the report for English, French and Dutch and have a wizard for each. e.g. a GB wizard with a GB report with signature and GB report without signature, same for FR and NL. So basically we have 6 service reports and 3 wizards to support the translations. Then we show or hide the wizard depending on the country of the tech, e.g. for GB we just show the GB wizard, but for the Belgian techs we show the FR and NL wizards, and the tech can chose the correct language depending on the language of the customer. A bit convoluted but it works! 

Fry Chef tsping
Fry Chef

We are currently up to 96 service reports which multiply as we onboard countries, or as Warren has mentioned above, if we add a new CSR with signature this will bring the total up to 192... all maintained manually.  It's a lot of development effort and effort working with our business partners to go back and forth on translations.

Pastry Chef acooper
Pastry Chef

You have a lot more countries than we do! It's already a pain for us to maintain the 6 we have whenever we want to make a small change   so I can fully appreciate where you are coming from here.

Product Team
Product Team
Customer Success Team

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