site audit app - zendesk · how to install servicechannel mobile on an iphone 1. in the apple app...

User GuideSite Audit AppJune 2015

www.servicechannel.com2

© 2015 ServiceChannel®

USER GUIDE: Site Audit App

http://www.servicechannel.com

www.servicechannel.com 3


Table of ContentsAbout Site Audit Manager �� 4Installing ServiceChannel Mobile �� 6Logging In to Site Audit Manager �� 7Getting Started with Site Audit Manager �� 9About First-Time Location Audits �� 11About Checklist Actions �� 18Reviewing and Submitting an Audit �� 24Cancelling an Audit �� 26About Subsequent Audits �� 27




About Site Audit ManagerSite Audit Manager is a module within the ServiceChannel Mobile app, used to inspect your locations and the assets within those locations. Within the app, you inspect pre-specified items that live within Checklists; each Checklist lives within an Area within the Location.

XX Note: Site Audit Manager is only available in the Apple iOS version of ServiceChannel Mobile.

Features:XÝ Cross-audit reporting on facility / equipment condition, and work orders

XÝ In-app Service Automation work order creation

XÝ Customer-defined audit items with instructions / details for those items

XÝ Pull up Checklists in any order to support any audit process

Benefits:XÝ Make more informed CapEx budgeting decisions around equipment replacement

XÝ Capture audit results without the software getting in the way of the audit process

XÝ Reduce the cost to train people on conducting effective audits

XÝ Improve your customer experience via audits of facilities, safety, construction punch lists, visual merchandising, etc.

XÝ Ensure your audits are always complete and defensible




About Connectivity RequirementsYou need an Internet connection (either through Wi-Fi or cellular data) to do the following:

XÝ Login to the ServiceChannel Mobile app

XÝ Select a Location

XÝ Create a Work Order

XÝ Upload Site Audit results

You do not need an Internet connection to conduct your audits, so that you may do so in areas where connectivity may not be reliable (such as a basement or a location in a remote area).

About Location ServicesLocation Services in your iPhone or iPad allows permissioned apps to locate you via GPS. ServiceChannel Mobile uses Location Services to list your Locations that are closest to you, and will automatically discontinue Location Services when you logout of the app.

XÝ While Location Services is turned on: The Location List View will sort your assigned locations by distance closest to you, and your current location will be pinpointed on the Map View.

XÝ While Location Services is turned off: The Location List View will sort your assigned locations by Location ID, and the Map View will display an overall world view of your assigned locations.

About Camera and Photos AccessWhile conducting audits, you have the ability to take photos of issues and attach them to Site Audit actions. Your iOS device may ask for permission to access your camera and/or photos for the sole purpose of taking and attaching photos related to the audit only.

Need Help?If you experience any issues or have questions on how to use Site Audit Manager, please email [email protected].


mailto:clientsupport%40servicechannel.com?subject=%5BSite%20Audit%20Mobile%5D%20-%20Need%20help%20with%20using%20Site%20Audit%20Mobile%20%28User%20Guide%29



Installing ServiceChannel Mobile

XĨImportant: The Site Audit Module is only available on the Apple iOS version of ServiceChannel Mobile.

X¿ How to install ServiceChannel Mobile on an iPhone1. In the Apple App Store, tap the Search icon and then enter servicechannel .

2. Locate the ServiceChannel app with the gear icon.

3. Tap Get and then tap Install. The app will install on your iPhone.

X¿ How to install ServiceChannel Mobile on an iPad or iPad Mini1. In the Apple App Store icon, tap the Search icon and then enter servicechannel . 2. In the search filters, tap iPad Only to display the dropdown selections, and then tap

the iPhone only selection.

3. Locate the ServiceChannel app with the gear icon.

4. Tap Get and then tap Install. The app will install on your iPad / iPad mini.




Logging In to Site Audit ManagerDepending on how you login to ServiceChannel’s Service Automation on your desktop, you may sign in to the mobile app either by your Service Automation username/password or through Single Sign On (SSO).

X¿ How to Login Using Service Automation Username/Password1. On your iOS device, tap the ServiceChannel icon to launch the app.

2. (First time login): Tap Allow in the Location Settings popup dialog box. (See About Location Services for more information.)

3. Enter your Service Automation username and password in the appropriate text boxes.

4. Tap Go. You will then see the ServiceChannel Mobile Home Page.

5. Tap Site Audit. You will see a list of your assigned Locations.




XX Note: If you do not see the Site Audit module, then you are not permissioned as a Site Audit user. Contact your ServiceChannel system administrator.

X¿ How to Login Using Single Sign On (SSO)

XX Note: If your company uses single sign on but you do not have a Mobile Access Code, then visit our Help Center for further instructions.

1. On your iOS device, tap the ServiceChannel icon to launch the app.

2. (First time login): Tap Allow in the popup dialog box. (See About Location Services for more information.)

3. On the bottom of the app screen locate the message, “If you log into ServiceChannel through a corporate portal Click Here” and then tap Click Here.

4. Enter your Mobile Access Code.

5. Tap Login. You will then see the ServiceChannel Mobile Home Page.

6. Tap Site Audit. You will see a list of your assigned Locations.

XX Note: If you do not see the Site Audit module, then you are not permissioned as a Site Audit user. Contact your ServiceChannel system administrator.


https://servicechannel.zendesk.com/hc/en-us/articles/204571310-Single-Sign-On-for-SC-Mobile-App



Getting Started with Site Audit ManagerBefore using Site Audit Manager, you may need to become familiar with a few key scenarios and terms that will best help you use the app. Below are examples for illustrative purposes; your configuration may differ.

Terminology and ScenariosXÝ Area: A specific region at a Location the auditor can inspect. Areas are often the high-

level parts of the Location, but could also be categories of an audit. For reporting purposes, audit results are categorized by Areas.

Xe What are some examples? “Interior” and “Exterior” ; “Front of House” and “Back of House”; “First Floor,” “Second Floor,” “Third Floor.”

Xe How are Areas configured? Your ServiceChannel system administrator has configured all Areas in Service Automation.

XÝ Checklist: Often, a specific section of an Area. Checklists are containers, which house auditing tasks, or Checklist Items.

Xe What are some examples? “Restroom,” “Sales Floor,” “Receiving,” “Patio, “Parking Lot.”

Xe How are Checklists configured? Your ServiceChannel system administrator has configured common Checklists, but you may also add your own Checklists for each location, when necessary.

XÝ Checklist Item: Specific tasks the auditor is expected to review and assess. Checklist Items may be accompanied by further details regarding how to assess that task.

Xe What are some examples? A “Restroom” checklist may include the Checklist Items “Floor Tiles,” “Check Mirror,” “Soap Dispenser.” A Parking Lot checklist may include the Checklist Items “Paint,” “Lighting,” “Handicap Signs.”

Xe How are Checklist Items configured? Each Checklist you add to the audit comes with Checklist Items defined by your ServiceChannel system administrator. However, when necessary you can add your own Checklist Items for each location, when necessary.

XÝ Work Orders: Used to capture issues that require the attention of a service provider, allows an auditor to create a standard Service Automation Work Order.

XÝ Findings: Used to capture issues that require the attention of someone who is not a service provider, such as yourself, Location User, Operations. An example could be boxes stacked in front of an emergency exit. (See Creating a Finding on a Checklist Item for more information.)

XÝ Follow-Up: Allows an auditor to add a “reminder” to a Checklist Item, in order to pay close attention to it during the next audit. An example is if an auditor notices that a fire extinguisher is due for a future inspection. The auditor may “Pass” the fire extinguisher




for the current audit, but will flag it as a follow-up for the next audit to make sure it has passed inspection. See Creating a Follow-Up on a Checklist Item for more information.

One Active Audit at a TimeAn auditor can only run one audit at a time across all locations. If you leave the app in the middle of one audit, you will not be able to select another Location to start another audit. You must either submit the current audit in progress, or cancel the audit.




About First-Time Location AuditsWhen you conduct the very first audit for a specific Location, all of the Areas will be empty. This is so you have the flexibility to add Checklists reflective of each individual Location. For example, there may be two bathrooms in Location 1010, but only one bathroom in Location 2027. Throughout your audit you may add as many Checklists as necessary for each Location.

XX Note: The available Areas are configured by your ServiceChannel system administrator; therefore, contact your administrator if you want to suggest any changes to the audit setup.

First-Time Location Setup and WorkflowWhen you first setup a location you have to assign Checklists to Areas. The flexibility of the app allows you to add the Checklist in the order you will tackle them during the audit. In other words, you do not have to add all the Checklists before starting your audit.

The below chart reflects a simple workflow for setting up and auditing for the first time at a Location:




Selecting a Location to AuditAfter logging in and selecting Site Audit, all Locations to which you are assigned will appear. You must select a Location to audit.

There are two ways to select a Location:

XÝ List View: displays a list of all Locations, and (with Location Services) the distance each Location is from your current position.

XÝ Map View: pins all Locations on a map, zoomed in to the Location(s) closest to your current position (with Location Services).

You may also Search for a Location. This is useful if you have a long Location list and you know at least some part of the Location. See Searching for a Location, below.

XĨImportant: You can only audit one location at a time. Site Audit Manager will remember which Location you are actively working on. When you quit the app in the middle of an audit, when you re-open the app and login, you will not see the Locations page; you will go straight to the Area page.

X¿ How to Select a Location from List View:1. On the Locations page, tap List View. Scroll to find the desired Location, if necessary.

2. Tap the desired Location. The Location’s Area page will appear, listing any pre-determined Checklists.




X¿ How to Select a Location from the Map View:1. On the Locations page, tap Map View.

2. Move or zoom into the map to find the desired Location, if necessary.

3. Tap the blue pin for that Location. The Location ID, Name and Address will appear in a popup.

4. Tap the arrow ( > ) towards the right of the popup. The Location’s Area page will display.

Searching for a LocationOn top of the Locations page is a Search filter. Enter a Location Name, Location ID or Partial Address to filter the Locations list to the specified criteria.

Selecting a Different Location to AuditIf you mistakenly selected the incorrect Location, you can change the Location by cancelling the audit.




XX Note: You can only conduct one audit at a time across all Locations, so any work done in one Location that is not submitted will be lost.

Adding a Checklist to an AreaA Checklist is a container that houses auditing tasks. Checklists are assigned to specific Areas. The same Checklist can be assigned to multiple Areas: for example, a “Bathroom” Checklist may be assigned to both an “Employees Only” Area and a “Customer” Area. You can also add the same Checklist many times in the same Area: for example, a “Bathroom” Checklist may be added twice to the “Interior” and renamed to “Men’s Room” and “Women’s Room.”

Checklists are either pre-defined or custom:

XÝ Pre-defined (or standard) Checklists are created by your ServiceChannel system administrator and have pre-defined Checklist Items.

XÝ Custom Checklists are created by the auditor, and are saved for future use after the audit is submitted. These are used when a Checklist is not listed amongst the available pre-defined Checklists.

X¿ How to add a Pre-Defined (Standard) Checklist to an Area:1. After selecting an Area, tap Add Checklist.2. Tap the desired Checklist. A popup box will display with the default Checklist name.

3. (Optional) Enter a new name for the Checklist.

4. Tap Save. The Checklist is added to the current Area, and the pre-determined Checklist Items list appears.

X¿ How to add a Custom Checklist:1. After selecting an Area, tap Add Checklist.




2. On the bottom of the screen, tap Add Unlisted Checklist.3. Enter a Checklist Name.

4. Tap Save. You will see an empty Checklist Items list for you to populate.

Adding a Checklist Item to a ChecklistA Checklist Item is a specific task the auditor is expected to review and assess. Checklist Items are assigned to Checklists. The same Checklist Item can be assigned to multiple Checklists: for example, a “Door” Checklist Item may be assigned to the “Bathroom,” “Back Office,” and “Storage Room” Checklists.

Checklist Items are either pre-defined or custom:




XÝ Pre-defined (or standard) Checklist Items are created by your ServiceChannel system administrator.

XÝ Custom Checklist Items are created by the auditor, and are saved for future use after the audit is submitted. These are used when an item is not listed amongst the available pre-defined Checklist Items.

X¿ How to add a Pre-Defined (Standard) Checklist Item to a Checklist:1. After selecting a Checklist, tap Add Checklist Item.

2. Tap the desired Checklist Item. A popup ratings box will display.




3. Choose a Rating System. (See About the Rating System below.)

4. Tap Add. The Checklist Item is added to the current Checklist.

XX Note: You may add as many Checklist Items as you feel is necessary; however, you cannot delete a Checklist Item from the Checklist once added. See Removing a Checklist Item from a Checklist below.

X¿ How to add a Custom Checklist Item:1. After selecting a Checklist, tap Add Checklist Item.

2. On the bottom of the screen, tap Add Unlisted Checklist Item.

3. Enter a Checklist Item Name.

4. Choose a Rating System. (See About the Rating System below.)

5. Tap Add. The Checklist Item is added to the current Checklist.

About the Rating SystemThe Rating System allows an auditor to give a Checklist Item either a Pass / Fail scale or a 1-to-5 scale. For example: some items that either work or do not work (such as a dispenser) may be audited on a Pass / Fail scale, while other items that experience increasing wear and tear (such as a floor) may be audited on a 1-to-5 rating scale.

The 1-to-5 rating scale is similar to a “5-star” scale: a “5” means the item is in its best working state, while a “1” means that it is in a poor working state.

When the audit is submitted, the rating will appear in Site Audit reports; therefore, when adding a Checklist Item, choose the rating system most appropriate for what you are assessing.

Removing a Checklist Item from a ChecklistChecklist Items cannot be deleted from a Checklist. If a Checklist Item is not needed for that specific Checklist for that Location, you may rate the Checklist Item as “Not Applicable” (). When you submit the audit, the system will remove the Checklist Item from that Checklist for future audits.




About Checklist ActionsAs you conduct audits, you may find issues that require attention. For issues that require further action, you can create a Work Order, Finding, or Follow-Up.

Unaddressed Checklist Item CounterThe Area page and the Checklist page display a count of unaddressed Checklist Items (as highlighted below). This counter helps you quickly identify how many items are remaining to be assessed.

The count does not appear when all the associated Checklist Items have been rated.

A darker line separates the Checklists that are populated from those that are not.

The image below depicts five Checklist Items in the “Office” Checklist and six Checklist Items in the “Receiving” Checklist that have yet to be addressed. All the Checklist Items in the “Closet” Checklist have been addressed.

Rating a Checklist ItemEach Checklist Item assigned to a Checklist must be rated in order to submit your audit. Depending on how the rating system was configured, you will give either a Pass / Fail rating or a 1-to-5 rating for each Checklist Item.

• Pass / Fail rating scale uses either “Pass” or a checkmark () to indicate a ‘pass’ rating, and either “Fail” or an x-mark () to indicate a ‘fail’ rating.

• 1-to-5 rating scale uses numbers (“1,” “2,” “3,” “4,” or “5”) to indicate the rating.

XX Note: You may change the rating on any Checklist Item at any time while you are conducting the audit. Once the audit is submitted successfully the audit is no longer available for editing on the app.

Not Applicable RatingBoth the Pass / Fail and 1-to-5 rating scales have a Not Applicable (or N/A) option. This is useful if a Checklist Item does not apply to that particular Checklist for the current Location. In the app, the Not Applicable option is indicated as either “Not Applicable” or a crossed circle ().

Ways to Set the RatingThere are two ways to rate a Checklist Item: either from the Checklist Items page or on a Checklist Item’s Details page.




XÝ Rating from the Checklist Item page is useful when you simply want to rate the item, without any further action.

XÝ Rating from the Details page is useful when you also want to report a Finding, flag as a Follow-Up, or create a Work Order for that Checklist Item.

X¿ How to Rate a Checklist Item from the Checklist Items Page:1. Tap the Untouched icon to the left of the Checklist Item. When you tap, you will

see either the Pass / Fail rating scale (using or ) or the 1-to-5 rating scale.

2. Continue to tap until you reach the desired rating for that Checklist Item.




• (To mark as Not Applicable): Continue to tap until you reach the crossed circle ( ).

XX Note: When you mark a Checklist Item as “Not Applicable” () and then submit the audit, that Checklist Item will be removed from the Checklist for future audits.

X¿ How to Rate a Checklist Item from the Details Page:1. Tap the arrow ( > ) to the right of the Checklist Item.

2. On the bottom of the page, tap the Status: button. (When there is no rating the button will read Status: Untouched.)

3. Tap the desired rating. The Status: button will change to the rating you have selected.

Creating a Finding on a Checklist Item Findings are problems you discover during your audit that require attention from non-service providers, such as Location personnel, Operations, Marketing or Safety. This is useful to communicate with others in your organization about issues at the Location, such as a damaged




point-of-purchase banner or a stack of boxes blocking an electrical panel. Note that Findings do not automatically notify the owner or have a status associated with them.

XĨImportant: For issues that require the attention of a service provider, create a Work Order instead.

You may Assign a Finding by selecting a user from the list, or by adding a custom user by entering his/her name.

The Due Date of the Finding is the date by which you suggest the issue be addressed.

X¿ How to Create a Finding:1. On a Checklist Item, tap the arrow ( > ) located towards the right. The Checklist Item

Details page will appear.

2. On the bottom of the page, tap Actions.

3. Tap Create Finding. The Add Finding page will appear.

4. The Priority is set to Low by default. If needed, tap the switch to set the Priority to High.

5. (Required) Enter a Finding Name.

6. Enter a Description.

7. Tap the area under Assigned To, select a user from the list, and then tap Done.

• When selecting Custom: enter any free text, such as a name (for example, “Sharon”) or title (for example, “Operations”).

8. Tap the area under Due Date, select a date, and then tap Done.

9. Tap the camera icon to either take a photo of the finding or choose an existing photo from your device.

10. Tap Save. The Checklist Item Detail page will appear with the Finding under the Findings section.

X¿ How to Delete a Finding:1. On the Checklist Item Detail page, tap the Finding to delete.

2. On the bottom of the page, tap Delete.

3. On the Confirm Delete popup, tap Yes. You will be returned to the Checklist Item Detail page, and the Finding will no longer appear under the Findings section.




Creating a Work Order on a Checklist ItemWork Orders can be submitted within the Site Audit Mobile app. The Work Order creation process in Site Audit is the same as the typical process, with a few additions:

XÝ Site Audit will help you avoid sending multiple Work Orders (WO) to the same provider. After you populate the 4 issue drop-downs for the WO, the system looks for WOs in the current audit with the same Trade. If there are other WOs with the same Trade, the app will prompt you to either continue with the current WO, or open the existing WO to add additional content to the description.

XÝ Work Orders do not get dispatched to a service provider until you upload the audit. This allows you to review and edit your WOs prior to dispatching them.

X¿ How to Create a Work Order Using the Menu:1. Tap Menu from the top-right of the page, and then tap Create WO.

2. On the top of the page, tap Create Work Order.3. Create a Work Order as usual.

X¿ How to Create a Work Order From a Checklist Item:1. Tap the arrow ( > ) to the right of a Checklist Item.

2. Tap Actions.

3. Tap Create Work Order. 4. Tap the Create Work Order button.

5. Create a Work Order as usual.

Creating a Follow-Up on a Checklist Item A Follow-Up allows you to add a flag to a Checklist Item. This flag serves as a “reminder” to pay special attention to the Checklist Item during the next audit. This is useful when you “fail” an item and want to pay special attention to it during the next audit; or if an item is due for inspection in between audits.

X¿ How to Create a Follow-Up:1. On a Checklist Item, tap the arrow ( > ) located towards the right. The Checklist Item



3. Tap Flag as Follow-Up. The indicator “Follow-Up for Next Audit” will appear on the top of the page.




X¿ How to Remove a Follow-Up:1. On a Checklist Item, tap the arrow ( > ) located towards the right. The Checklist Item



3. Tap Remove Follow-Up.




Reviewing and Submitting an Audit

Reviewing an AuditBefore submitting an audit, you may review or change your Checklist Item ratings. Also, you may review and change all Findings, Work Orders, and Follow-Ups indicated on Checklist Items.

X¿ Reviewing an Audit Before Submission:1. On the Area, Checklist, or Checklist Item Listing pages, tap My Site Audit. The page

will appear.

2. Tap Follow-Ups, Findings, and Work Orders. Note: The number next to each header indicates how many of each have been logged during the current audit.




• The Follow-Ups page show flags from both the Previous Audit and the Current Audit.

3. Tap an action in the list to review or modify the details.

Submitting an AuditUpload your results once all of your Checklist Items are rated and your action items are reviewed.

XX Note: While there are unaddressed Checklist Items you will see Can’t Send Audit in the top bar, along with the number of Checklist Items not addressed. You must rate all Checklist Items first so you can send the audit.

X¿ How to Send an Audit1. On the Area page, tap Send Audit.

• All photos taken will upload.

• All Work Orders will dispatch.

• An Upload Complete popup will appear, detailing the Checklists submitted, as well as any Findings and Work Orders created.




Cancelling an AuditYou may elect to cancel an audit, which will remove ALL the information you have captured from the app. This includes custom Checklists and Checklist Items; Findings and Work Orders; Follow-Up; and photos.

X¿ How to Cancel an Audit:1. In the top bar, tap Menu.

2. Tap Cancel Audit. 3. In the Cancel Audit popup, tap Yes. You will return to the Locations page.




About Subsequent Audits Once you complete the first audit for a Location, the Location is setup for all subsequent audits.

XÝ All custom Checklists and Checklist Items added during the first audit are saved and ready for use for future audits at that Location.

XÝ All Follow-Ups will appear, to help you remember to pay special attention to those Checklist Items. When you no longer want the flag to appear on future audits remember to remove the Follow-up from that Checklist Item.

You can add Checklists or Checklist Items during any audit: first audit, second audit, third audit, etc.

About Follow-Up FlagsWhen a Checklist Item is flagged for Follow-Up in a previous audit, a red flag will appear on both the Checklist Item and the related Checklist during subsequent audits, where it will remain until the flag is removed from the Checklist Item.


site audit app - zendesk · how to install servicechannel mobile on an iphone 1. in the apple app...

Documents