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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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