Service Engineer Assignment - CRM Appointment SynchronizationThe Service assignment and CRM appointment are integrated so that service assignments are visible as appointments in CRM. Consequently, the (planned) visits made to the customer and the new task assigned to the service engineer is visible to the CRM representative. The schedule of the service employee can also be synchronized with the Outlook, through the CRM appointments. Create Service Engineer Assignment To process service engineer assignment in CRM:
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Note If the Include Sold-to Contact as Appointment Attendee check box is selected in the Resource Management Parameters (tcrac0100m000) session, the Sold-to BP contact of the order is also added as the meeting attendee.
Update Service Engineer (Activity) Assignment You can change the assignment data and the order activity line data. Therefore, these changes must be synchronized to the related CRM appointment. The appointments generated from a service assignment can only be updated from Service. A change in the planned dates in Service always overwrite the CRM appointment dates. When another engineer is assigned to an existing order assignment, the changes are updated in the Attendee (tccom6105m000) session. The previous engineer is removed as meeting attendee and the new engineer is added as attendee. The CRM appointments are synchronized if the information on the order header and order activity that is relevant to the CRM appointment is modified. If, on the order header information such as sold-to BP, Ship-to BP, contact or address, is modified, all the related CRM appointments are synchronized. The same applies to the data modified on the activity level. The information about the related appointment is available in the Related Orders (tsmdm4500m000) session. The changes on the header and activity can trigger an update to multiple CRM appointments. Most of these changes are displayed in the appointment Information field in the Appointment (tccom6600m100) session. Note When the Assignment Status for the service engineers is set to Completed in the Service Engineer Assignments (tssoc2505m000) session, the Status of the meeting in CRM is set to Held in the Activities (tccom6100m000) session. Delete Service assignment When a service assignment is deleted, the related CRM appointment is also deleted, if the Status of the service or work order is other than Completed, Costed or Closed. Synchronize CRM Appointment update to Service
assignment The start and end date of the CRM appointment is updated, if meeting organizer modifies the outlook appointment. When the Update Service Assignments with CRM Appointment Dates check box is selected in the Resource Management Parameters (tcrac0100m000) session, the changed appointment start and end date are synchronized to the originating service assignment.
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