ServiceManager™

ServiceManager is the central component of ServiceCentral providing the workflow management and system administration tools used to configure and maintain the entire suite of products. ServiceManager includes the workflow and work order design engine, custom fields and data validation creation, security administration and the configuration of all application data. Its user-friendly interface is designed specifically for use by business management and administrative staff.

ServiceManager and ServiceIntelligence reporting are included in every ServiceCentral installation, in addition to one or more add-on modules; ServiceCounter, RepairCenter, InventoryManager, WarrantyManager, and/or ServicePortals.

ServiceManager Features

• Streamlined, Business Driven Operations: Configure unlimited workflows, tailoring each service and repair process specific to operational need, product type, customer, and/or business program.
• Business Driven System Administration: The software's user-friendly interface is designed specifically for business management and administrative staff involved in the operation.
• Maximum control of data with unlimited custom fields and validations: Determine the specific data your operation needs, how it should be validated and the specific step in the process it should be captured.
• Advanced System Security & Access Flexibility: Configurable security profiles enable each user to access only the associated functions, views and data deemed appropriate.
• International Usability with Customizable, Multi-lingual User Interface:  Display software in the language applicable to the user and utilize naming conventions and terminologies specific to the company.

ServiceManager Functions

Workflow Management

• Build each work order screen presented at each step in the workflow process.
• Determine the fields displayed on each work order screen, including unlimited custom fields.
• Identify which data should be required to capture and how to validate.
• Define the next actions available in each step of the process.
• Associate each workflow to the applicable products and customers. 

System Setup

• System Tables - Define and customize the data for standard fields used throughout the system, such as user types, customer levels, complaint codes, etc.
• Custom Fields - Create unlimited additional fields for the specific data that your business needs to capture.
• Security Levels - Build unique security profiles to define specific user views, usage and data access.
• Languages - Add and manage different languages utilized, as well as modify standard field names to reflect company specific terminology.

Data Configuration

• Users - Add and manage all ServiceCentral users, including logins, locations, skills, etc.
• Products - Add and manage manufacturers, brands, models, parts, warranties, etc.
• Customers - Add and manage customer records including associated work orders, contacts, locations, etc.
• Mass data import tools & data synchronization/integrations options are available.