Booking jobs outside of service area

[jheward]

This might be a dumb question, but if we get a customer call that comes from outside of our service area, is there a way that the CSR can know almost right away whether or not we can service them? That way we're not taking down all of their info, filling out a job summary, and then realize that we have no technicians that service their zone. It just seems to create a poor experience. Thanks in advance for your help!

[scott_ni]

Hello, we are curious about this "limit jobs & locations in zones feature". He have our zones set up & are looking into turning on the Service Area Search feature on the Job Booking page & maybe using this feature as well. 

Has anyone used the built in Service Area search feature or the Limit Jobs & Locations in Zones" feature? 

[Sheena_Palacios]

we all learned something new and valuable here - ty @TFreeman !

[TFreeman · Accepted solution]

Hi, this is a great question. In fact there is a way to do this today! This is a setting that can be enabled upon request through your Success Manager. It is called "Limit Jobs and Locations to be within Zones". When enabled, it will only allow jobs to be booked for addresses within the zip codes defined in your Zones. 

I recommend having this turned on in your Next account first to test workflow and functionality before enabling in your Live account. That way, you can make sure you have Zones setup to include all serviceable zip codes and training anyone at the company that books calls.

Few things to note. This will only limit jobs booked through the Job Booking screen. And it does not support wildcard characters in zones. And if you have included zip codes in a "Do Not Service" zone, those would need to be removed (so the system doesn't mistake that for a serviceable zone).

[jheward]

Yes that would work perfect! Thanks so much for your help!

[sandraw8]

This is a great question / Suggestion. Seems like the easy answer would be within the set up logic and programming in Service Titan.

I imagine something like an error message when attempting to create a new customer if the zip code identified isn't part of a service zone.

Another option is to create an Out of Service Area Zone that includes all of the zip codes you don't service.  Once the zone will show in the service location profile.

[jheward]

How would the CSR quickly check the "out of service" zone before booking the job? Using ctrl+f?

[Sheena_Palacios]

They can keep a separate tab open on the zones page with the search box open (ctrl+f) -- anytime they need to verify they can click onto that tab and search for a zip code. It's still switching from one tab to another but at least it's still within the system until they come up with a feature to include a notice on the call screen.

[jheward]

I see. So there's not really a way to verify on the booking screen. It involves navigating a couple of screens. Well sounds like something I need to go put in the suggestions section then as something that needs changing haha

[brandy_a]

Sheena,

How does the CSR access the "Zones" page?