Pathway: Accounts > Search > Account (Customer Service Screen) > Orders, Quotes and Contracts
This article details the process of creating a service contract. A service contract is a legally binding agreement between a service provider and a customer. It outlines the terms and conditions under which a specific service will be provided. There are two options available to create a service contract: convert an existing proposal to a contract, or create it new.
Once a contract is created, it is tracked in the following CRM tools:
Convert an Existing Proposal to a Service Contract
If there is an existing proposal, it can be converted into a contract by updating the Document Format field to one of the available service contract options.
Convert a Proposal to a Service Contract
- Select the proposal from the Orders, Quotes and Contracts section of the account and the Edit Proposal popup window will display.
- Select one of the contract options listed for the Document Format field.
- Document formats are set up and maintained in Setup > Document Formats.
- Select the Document Type from the drop down list of options.
- Document types are set up and maintained in Setup > Document Formats > Type.
- Select a Renewal Term from the drop down list of options.
- Click Save when finished.
Create a New Service Contract
To create a contract independent of an existing proposal, or in the absence of a proposal, the option to create a new contract document is available. Review the following sections below which outline the various tabs and their functionalities when creating a new contract.
The Settings tab establishes the basics of the document and qualifies it as either an 'Opportunity' or 'Quote'. Because a contract includes a signature section it is considered a quote and tracked in the Pipeline Opportunities dashboard using the 'Quote' filter option. Indicates the current status of the contract and will automatically update if the contract is sent, viewed or signed in the system. Status options include: Identifies the account contact the contract will be sent to. Account contacts must be created first or they will not display as a drop down selection.
Related Article: Add Account Contact Option to link an existing lead service to the contract agreement. Linked leads reduces double entry by allowing a user to copy services from the lead to the quote.
*Important - Leads will continue to populate in the Sales Pipeline - Leads dashboard until linked. Linking to a document closes the lead.
Related Articles: Add a Lead; Pipeline Leads Option to display estimated surcharges on a printed proposal. Defaults to 'No' for service contracts.
Surcharge group must be assigned to site prior to adding services to the proposal. To re-calculate the estimated surcharges the service rate must be updated or removed and re-added to the form. Option to group services/charges on the contract by Site, Line of Business (LOB) or Material.
Option to include the (estimated) work order charges on the contract.
The Services tab displays the included service(s) and any extra fees in the service contract. Services can be added by copying from a lead or manually entering them. Add additional rates in the Service Charges section for anything the customer may call in and request. The account is only charged when the added service is used. If a lead was previously created for the account, and the service(s) recorded in the lead matches the service contract, select Copy Lead to auto-fill the fields in the Add Service screen. Select ‘Map Service Locations’ to display a Satellite or Map view of the sites included in the contract. When the map opens, a location pin displays over each site. If needed, use the drag and drop feature to relocate a site's pin to the approximate location the site should be serviced from. For example, if the service container is located on the west side of the parking lot, drag and drop the pin in that location to direct the driver where to go.
The History tab provides a log of actions performed on a document, ensuring full transparency and accountability. It captures key activities such as: Use the Attachments tab to attach and save PDF documents with the contract.
If Term Addendums apply to a proposal, they can be enabled on the Term Addendums tab. Addendum availability is managed in Setup > Document Format > Format and depends on the Form Type. Additionally, an optional pre-authorization process can be configured to ensure approval before sending the proposal to the customer if it includes an addendum. If surcharge rates apply to a service, they can be added from the Surcharge Rates tab. After selecting the green add icon, click within each field to select the surcharge, set the effective start date, specify the rate, and choose the rate type. Additionally, an optional pre-authorization process can be configured to ensure approval before sending the proposal to the customer if it includes surcharge rates that are different from the established rate in setup.Settings
Field Descriptions
Field
Description Document Format
Identifies the document's format (proposal formats do not include a signature section where as contracts do) and determines how/where it will be tracked in the Sales Pipeline CRM tools.
Form Format setup is located in Setup > Document Formats > Format.Document Type
Indicates a reason code for the service contract (the purpose this contract serves).
Example: Change In Service, New Business, Increase in Service, etc.
Document Type setup is located in Setup > Document Formats > Type.Status
Source
Indicates how the sale originated (referral, internal, employee, and etc.).
Sales Rep
Identifies the sales representative responsible for the contract. Form notifications, dashboard tracking and credit for a sale/approval are sent to the sales representative selected. Sold By
Identifies who made the sale. Provides flexibility to record who made the sale if it was someone other than the sales representative. Form Contact
Linked Leads
Title
Option to enter the title for the Form Contact.
PO Number
Option to enter a PO number if one exists.
Effective Date
The date contracted services and billing will begin.
Delivery Date
Indicates the customer’s preferred date to receive service equipment.
Estimated Close Date
The expected date the sale will close and drives the Sales Pipeline Opportunities dashboard. Close Probability
Probability of a successful sale (identified by the sales representative).
Term
The initial term length of the service agreement. Renewal Term
Indicates the automatic renewal term length.
Note
Notes added here display in the Comments section of the contract.
Delivery Instruction
Internal note that displays on the delivery work order for the driver to see and does not appear on additional service work orders.
Custom Field1 Text
Open field to print additional information not otherwise included on the contract agreement. Field name can be customized in Setup > Document Format > Formats (Settings tab). Payment Required at Customer Signature
Option to require a deposit for services to begin. If a payment is required, the signed contract can not be saved until payment has been collected using either a bank account or Credit Card. Payment requirement options include:
Print Est. Surcharge
Option to print the estimated tax on the contract. Service fees must be entered on the Services tab to calculate. Group Method
Multiple Start Dates
Allows the user to define a unique start date for each service added to the form and is primarily used for broker agreements and not a regular sales contract. Print Est WO Charges
Services
Add Service
Add Service Charges to a Service
Copy Lead
Map Service Locations
History
Attachment
Term Addendums
Surcharge Rates
Additional Information
Enable a Pre-Authorization Process (Optional)
To ensure contracts undergo the appropriate level of review, businesses can configure a pre-authorization process before sending contracts to customers. This flexible setup allows for a tailored approval process, requiring either a single pre-authorization from the user’s manager or a two-step process that includes oversight from a higher-level manager.
Approval Logic
Pathway: Setup > System > User
Identification of Approver The system identifies the approver based on the manager listed in the Manager field of the user profile for the individual who drafted the contract. If a second authorization is required, the system refers to the manager listed in the first approver’s user profile.
Setup to Require 1 Pre-Authorization
For the system to require a single pre-authorization before the contract can be sent to the customer, the following must be true:
Setup and Logic to Require 2 Pre-Authorizations
For the system to require two pre-authorizations before the contract can be sent to the customer, the following must be true: The logic for triggering 'Rate below Medium Weight Target' includes the following setup: Term Addendums are managed in:
And any two of these are true:
Rate Below Medium Weight Target
Term Addendums 
The logic for triggering two pre-authorizations with Term Addendums requires enabling one addendum in the contract. Surcharge Rate Override
The logic for triggering two pre-authorizations with a surcharge rate override requires adding a surcharge and applying a rate that is different than the surcharge's default rate.
Surcharge rates are managed in:
Send/Sign Contract
You can choose from three options to sign a contract: printing it out and providing a manual signature, signing it through email, or capturing a signature on a handheld device.
Email Contract for Signature
Upon selecting Email from the Edit Document screen, the Email Proposal screen will display. Follow the process outlined below to send the email and any attachment forms along with it.
- Enter the email address of the person contracts are signed by in the Send to (Email) field if they are not listed as a contact in the "Email To Contacts" drop-down; otherwise, select a contact from the drop down.
- Select an email template from the Subject drop down. This will populate the message in the Body section of the email.
- Select to Forms drop down to add a form such as a Credit Card Authorization form or anything else you would like a customer to have along with the contract.
- Review the body of the email message and edit as needed. Click Send when the contract is ready to be sent.
Account Signature (In Person Option)
The Account Signature option is available if the signature is being captured in a face-to-face setting where the sales rep can capture the signature in the field. If payment is required, the contract cannot be submitted until bank or credit card information has been provided.
Contract Example - Customer Display
The following is an example of a printed or emailed contract. Contracts will vary dependent on your template setup. If payment is required, the contract cannot be submitted until bank or credit card information has been provided.
| PDF Window Button | Description |
| Send Message | Upon receiving an electronic version of the contract, customers can choose to send a message to the assigned sales representative with questions, comments or concerns. Once a message is sent, the sales rep will be notified with a blue notification containing the message. The message will also display in their Recent Activities and on the Customer Service screen. Sales reps are not able to message the customer back using the same process and must use an alternative means of communication.
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| Sign & Accept | Upon selection, an Electronic Signature popup will display. Customers have two options for signing: they can either use their mouse or mouse pad to sign ('Sign' radio button), or they can type their name and title as signature ('Type' radio button).
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| Service Location Map | The Service Map Location button only displays if the address for the site location is geo coded. By selecting the button, customers will see a map of the location the contract is intended for with service location markers. |
Related Articles
This article is related to the Sales CRM Workflow that includes the following process: