Service Management
PART III: Scheduling, Field Work & Billing
Session 8: Real-Time Operations with Service Map
Course Code: SVC-08
Goal: Use the CUBE Service Map to monitor, manage, and assign field resources in real time—leveraging GPS tracking and drag-and-drop tools to maximize responsiveness and field efficiency.
Session Overview
Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Intermediate to Advanced (Ideal for dispatchers, service managers, and field operations coordinators)
Resources Provided:
- Service Map Quick Reference Guide
- Technician Qualification Matrix
- Color Key Legend (Status & Overlay Types)
- Sample Dispatch Scenario
Learning Objectives
By the end of this session, participants will be able to:
- Access and interpret the Service Map view within CUBE
- Track real-time GPS locations of technicians and vehicles
- Identify and manage overdue or unassigned work orders directly from the map
- Assign work orders using drag-and-drop functionality for efficient routing
- Use technician filters to match skillsets, availability, and proximity
- Visualize service sites, project zones, and contract overlays for full situational awareness
- Execute a live routing assignment from map view using technician data
Session Agenda
8.1 Accessing and Interpreting the Service Map View
- Navigating to the Service Map from the dashboard or dispatch module
- Understanding key UI elements:
- Technician pins
- Vehicle icons
- Work order markers (color-coded)
- Zooming and filtering by geographic region or time frame
8.2 GPS Tracking of Vehicles and Technicians
- Real-time technician location tracking via mobile sync
- Vehicle tracking integration (if enabled)
- Monitoring technician movement and response time
- Identifying idle vs. in-transit vs. onsite status
8.3 Identifying Unassigned and Overdue Work Orders Visually
- Using map overlays and filters to highlight:
- Red – Overdue
- Yellow – Unassigned
- Green – Completed
- Toggling between current day, week, or custom time ranges
- Using map clustering to manage dense urban or multi-site zones
8.4 Drag-and-Drop Assignment Directly from the Map
- Selecting a work order and dragging to a nearby technician pin
- Auto-populating assignment fields
- Editing estimated time, task type, or notes post-assignment
- Real-time update to technician’s mobile app
8.5 Vehicle and Technician Qualification Filters
- Filtering technician pins by:
- Certification
- Skill type (HVAC, access, fire, generalist)
- Availability
- Current workload
- Matching technician to task types based on service category and contract rules
8.6 Visibility into Site, Project & Contract Overlays
- Overlay options:
- Service sites
- Ongoing project zones
- Contracted coverage areas
- Using overlays to avoid overbooking, cross-zone overlaps, and scheduling conflicts
- Planning regional rollouts or PM campaigns using contract overlays
8.7 Exercise – Assign and Route Technicians via Map View
Participants will:
- Access the Service Map and filter to a sample service zone
- Identify unassigned and overdue work orders
- Use technician filters to match skills and availability
- Drag and assign tasks directly from the map
- Review updates and confirm mobile sync status
Post-Session Action Items
To reinforce training, participants are encouraged to:
- Set map filters and overlays for their region or service teams
- Coordinate with field supervisors to validate real-time location accuracy
- Build role-based technician profiles for dispatch filter logic
- Use map view for next-day and same-day dispatch reviews
- Run a weekly map-based audit to balance field assignments
Note: When scheduling, make sure to include this session code: SVC-08.
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