Pathway: Sales > Exception Analysis
The Exception Analysis screen is used for internal sales purposes to review accounts that have had repeated service exceptions and identify if a new service, or change in service, should be offered.
Required Permissions
The following permission(s) are required to view and use the Exception Analysis screen:
| Permission ID | Permission Name |
| 447 | View Exception Analysis |
Logic
- Work Status must be 'Completed' and include an Exception Reason.
- 'Open Leads' only includes leads with a service identified.
- 'Open Proposals' only includes proposals with a service identified.
Fields and Descriptions
| Field | Description |
| Filter Fields | |
| Division | Filters to only load the screen with accounts/sites of the selected division. |
| Period | Filters to only load services based on the work order's Scheduled Date. |
| Sales Rep | Filters to only display sites belonging to the selected sales rep. |
| Load | Loads the screen based on the filter parameters set. |
| Result Fields | |
| Site | Displays the site name and site number the service is from. |
| Sales Rep | Displays the name of the sales rep assigned to the account. |
| Exception Count | Displays the total count of service exceptions for a site based on the filter period selected. |
| Open Leads | Displays the total count of open leads with a service attached. |
| Open Proposals | Displays the total count of open proposals with a service attached. |
| Service Information | |
| Status | Displays the Work Status from the work order for the displayed service. |
| Reason | Displays the Exception Reason from the work order for the displayed service. |
| Date | Displays the Scheduled Date from the work order for the displayed service. |
| Work Order # | Click to open the work order for the service. |
| Qty | Displays the Qty identified in the work order. |
| Service Code | Displays the Service Code identified in the work order. |
| Photo (not displayed) | Displays a total count of photos attached to the service record for the service. To view the photo(s), click on the work order to open the Service Record and then select the Photos tab. |
Functionality and Use
Pathway: Accounts > Customer Details - Lead (Green + icon drop down)
Upon evaluating the findings from the Exception Analysis screen and determining the need for a service change for a specific site, select the site ID to open the site and add a lead. When adding the lead, select 'Exception Analysis' as the Lead Source. Optional: include a note with the lead to provide more detailed information regarding the proposed service change.
