FAQ

What is the Onboarding Process

Training Section

 

1. Dispatch 1 Training – 1 hour

Attendees: Personnel responsible for taking calls and dispatching technicians

Content:  We will learn how to take calls, how to enter customers or search, how to make notes on the call, add additional locations to a customer from a call in, how to book the call and create a job for technicians.

 

Homework:Add many different types of jobs and jobs that are connected. (Sales to Install)

 

2. Dispatch 2 Training Advanced – 1.5 hour

Attendees: Personnel responsible for taking calls and dispatching technicians

Content:  We will review any questions from session 1, then look at how technicians will see these dispatched calls (note that this is NOT technician training, but a way for admin to see what the technicians will see).  We will create orders and show how payment can be taken.

 

Homework:Add all future jobs. Create counter sales, create invoices as a tech.

 

3. Admin Training 1-2 hour

Attendees: Personnel responsible customer care and billing

Content:  We will look at all orders and talk about daily tasks to close Calls, Jobs, orders and sync to QuickBooks. We will show how to customize job docs as well.

(Please note:  Your QuickBooks Online should be setup and syncing before this session is booked.  Please advise if there are any challenges before this session)

 

Homework:Be prepared to assist with Tech & Sales Rep training.

 

4. Reports Training – 1.5 hours

Attendees: Personnel responsible for administrative reporting.

Content:  We will look at the Orders, Membership, Daily Management, Payment Report, Time Sheets and the payroll report.

 

Homework:Make sure tablets are ready for Techs and sales reps.

 

5. Technician & Sales Rep - Invoicing Training #1- 1 hours

Attendees: Personnel responsible taking service or sales calls, dispatchers and administrators

(Please note:  Technicians should be prepared to follow along with their phone or tablet.  They should have the ThermoGrid address, username and password that they will be using, and we will create jobs for them to clock in and practice)

Content:  Technicians will login to ThermoGrid, clock in and out of their day, check calendar, accept jobs and contact clients, clock in and out of jobs, create orders for work and take payments

 

Homework:Techs and Sales reps create various invoices.

 

 

6. Technician & Sale Rep Training #2 – 1.5 hours

Attendees: Personnel responsible taking service or sales calls, dispatchers and administrators

Content:  We will review orders, answer questions about previous training and go into job documents, adding pictures, adding units, reviewing history, maps, client communication.

 

7. Technician & Sale Rep Training #3 – 1.5 hours

Load calcs, purchase orders, install task sheet, Calendar events, PTO requests, comp requests.

 

We have the following openings for your Dispatch training sessions. Please choose one date and time for each module and respond back to me. Sessions are not booked until I confirm back to you that the date and time is still available and has been scheduled.

Dispatch Training #1 (insert date/time suggestions)

Due to high demand our sessions are booking up very quickly. Availability is subject to change. Please respond at your earliest convenience.

We look forward to working with you and thank you for your business!!

8. Follow up closing process - Syncing to QB

Checking for open Order, Jobs, and Calls.

Ensuring orders are being sent to QB properly. Checking for failed orders.

Checking DMR types are filled out on Job info and boxes are checked on Oder submit page.

 

9. Follow up closing process - Syncing to QB

Checking for open Order, Jobs, and Calls.

Ensuring orders are being sent to QB properly. Checking for failed orders.

Checking DMR types are filled out on Job info and boxes are checked on Oder submit page.

 

10. Inventory

Setup locations, standard stock, using items, ordering, restocking.

Unable to dispatch a technician?

Ineligible Users for Jobs (All employees have a red x next to their name)

Band-Aid fix - Click the padlock in the bottom left corner of the calendar, this will allow you to dispatch anyone you want.

To actually fix the problem in the future, check all items below:

1. Look at job info in the job “Primary Job Type”, “Department”, “Job Type(s)”, and “Required Tech Skills”
2. User: “Roles” if “Department” was “Service” then role must have “Do Service Calls”
3. User: if “Required Tech Skills” had a skill set selected then the user must have the skill set under their “Skills”
4. Go to Admin, Manage Drop Downs, Primary Job Types… look at the “roles” for each and make sure a “Role” such as “Do Service Calls” is on the “Primary Job Type”… you can add more that one “Role” to each “Primary Job Type”
5. Click ‘”Reports”, Click “Daily Management”, Click “Settings” in the top right of the screen, Click on the “Category” (HVAC, Plumbing, Radon, Etc.), Click “Tech Levels”, Click “Edit”, and make sure that all users are listed as a user in one of the Levels drop down and are selected… You will need to do this for each category your company has (HVAC, Plumbing, Radon, Etc.) When done click “Apply Settings” on the left of the screen.

 

How do I close out my Jobs?

Close Out a Call, Job, and Order

• Follow the Closing Instructions below here.
• Follow the Job flow process here

1. After these items have been taken care of you can use the "Status Filter" button to hide certain types of statuses such as closed jobs... This will save your preferences so if you want to see these types in the future you must change it back.

Why can't I  Add Equipment?

• Click My calls
• Click Call Number
• At “Client Details” click “Units” next to “Addresses”
• Click “+ Add Unit”
• Add in: Type, M#, S#, Installation date
• Installation date when you installed or the tag on the unit use M# and S# to look up and just get to the closest year.
• Once all required info is in you will notice the “Add Unit” Button will get darker.
• When adding in second unit it will pre populate the date you must still select the date to confirm the pre populating date. If you do not click the date the “Add Unit” button will still be a light shade and will not let you add the unit.

Tech or Sales Rep Getting an Error Working in a Job/Call/Order

• If a tech or a sales representative clicks on a job from the calendar and goes into the job info page and they do not have a role of dispatch jobs they will get an error.
• If a tech has the role to add calls and can view all calls they can click into it but if they try to add order they will get an error… you need to assign the job to them so they can add orders.

 

Can't Add a Job to a Call

• Make sure Client info is typed in... Name & address 
• Make sure category is selected
• if this is a new client click the yellow/orange button add new client

 

Can't Geo Locate Vendors When Clicking "Show Map" on Calendar

• Click Admin, Click Manage Suppliers, Make sure all supplier data (address) is in

Can’t Get ThermoGRID to Pull up or Login

• Turn off private browsing
• Make sure you do not have www.abc .thermogrid.com, it must be https://abc.thermogrid.com to have a secure site.

QuickBooks Not Syncing

• Make sure your account in QB is connected to ThermoGRID… go to admin company settings and read instructions.
• Make sure your chart of accounts in QBs is the exact same in ThermoGRID “company settings” and service catalog “department”
• Make sure you completed the order in job costing.
• If QB online check: http://Status.developer.intuit.com/
• Check Error Log: Click "Administration", "Company Settings" and go to your version of QuickBooks and click "View Log"
• If you have errors click here for error codes to resolve.

Can't Delete an Order

• Can’t delete an order that has been submitted unless you click the triangle next to the edit symbol and change settings to open.
• Don't have the Role to do so.

How Do I Find History?

Couple Options. 

Click "Clients", Click on the edit button "The Pencil", Click "View Calls" (you may need to clear your filters or search bar to see all calls for this client) From here you can scroll through the calls.
Or
Click "My Calls", Search for existing call by client name or call number and click on the call number or “+Add New Call” if they are calling in. Then under “Client Details” it will show (Address, Units, History)... If you do not see this, then click the triangle so it is pointing down. Then Click "History".

This will show you the date of each call and #of jobs and Orders tied to it... If you want more info click on the call number and it will open all the info that is in it.

 

Items in the service catalog not showing up on an order when selecting "Add Item"

A few things can cause this:
1. The "access control" does not include the role of the individual. This is located at the bottom of an item when editing it in the service catalog or column ACL when exporting.
2. You duplicated an item when creating it and it has the same Item ID as another.

3. Can Add without parent is set to "N" no 

Can't Find Call/Job/Order

Clear filters 
 

Revenue not showing up on the DMR (Daily Management Report)

• Make sure the tech created their own order
• Job Flow
• Closing Job
• DMR Process