Training

  • Creating a Work Order within a Person Record

    *You must be an Internal User to access this feature. 

    Create/edit as many work orders as necessary and attach to one customer record with the Work Orders tab. 

    *The following examples assume that you have already opened your customer's or lead's record and chosen the 'Edit' option. They also assume you are not utilizing the overlay tool to access the provider portal (either because you are creating the order manually, or because the order has been created already and you are adding/changing information). For more information on FastGem's overlay tool and how to easily create a Work Order from within a provider portal, please see help article "Accessing and Utilizing Overlay Tools." 

     

    Locate the 'Work Order' section on the right-hand side of your screen. 

     

     

    Click to expand. 

     

     

    To add a new Work Order/Package, click on green 'Add New' icon. To edit, scroll until you find the Work Order and begin editing. 

    Make the selections consistent with the package or Service Call that needs to be added. The account number will usually be generated by the service provider (in this case, AT&T). Be sure and select the correct dates/statuses, as this information will reflect which/when auto texts will be sent out. If you are sending a technician on the call, make sure you assign the Tech from the work order, so payroll is administered appropriately as well. You can use the 'SCHED' hyperlink to view your scheduling calendar from here. For more information on Tech scheduling, please see help article "Schedule Availability on Tech Calendar." Add required equipment if necessary (This will be viewable to the technician so they can see what they will need. Pricing and details of equipment entered here will also appear on the tech forms for the customer to sign at time of install). Enter promotions and rep adjustments as needed. (This may not apply to everyone. The dropdowns and text boxes which appear when entering a Work Order are customizable and may look slightly different in your instance). 

     

    4. Once you are finished adding the work order details, make sure to click the 'Save' or 'Save and Close' button at the top or bottom of your screen. 

    The Work Order is available for notation and reference in its own tab (Work Order/Appointments) from this point on, but is still also accessible from the 'Customer/Person' record as well.

     

  • Accessing 'Content Types'

    1. Login to ADMIN FastGem. 
    2. Click on the FastGem diamond in the top left hand corner of the home screen. 
    3. Click on the 'CONFIG' option at the bottom of the following list. 
    4. Choose the 'Content Types' tab option on the horizontal menu. 
    5. Here, you can edit submission content, workflow statuses, automated texts, etc. Please contact FastGem Support if you are confused by any of the options on the Content Types page. 
  • Accessing & Using Order Forms (Video)

    NOTE: WHEN A POTENTIAL CUSTOMER SUBMITS AN ORDER FORM (OR A REP/PROCESSOR SUBMITS A FORM ON THEIR BEHALF), A LEAD RECORD WILL BE AUTOMATICALLY CREATED FOR THEM IN FASTGEM. THEIR SALES REP WILL BE AUTOMATICALLY ASSIGNED AS THE REP LINKED TO THE SUBMITTED ORDER FORM. 

    NOTE: THE INFORMATION SUBMITTED VIA ORDER FORM WILL APPEAR IN A LEAD/CUSTOMER RECORD UNDER 'SUBMISSION DATA.' 

  • Accessing & Utilizing the Action Logs

    **Note: Action logs are searchable:

     

     

    **NOTE: THE FOLLOWING ARTICLE SHOWS YOU HAVE TO ACCESS INDIVIDUAL ACTION LOGS. TO ACCESS ACTION LOGS FOR YOUR ENTIRE INSTANCE, PLEASE SEE HELP ARTICLE "REPORTING - ACTION LOGS." 

     

    Accessing Action Logs

    *Note: The Action Log data available for users to view differs depending on user permissions. Customer information is restricted to protect privacy/security. 

     

    For Sales Reps (from 'Sales' page):