ServiceCEO Enterprise User's Guide

Updated for ServiceCEO 6.2 on 9/9/08

Organization Levels
Enabling ServiceCEO Enterprise
Configuring ServiceCEO Enterprise
     Creating and Managing Zones
     Tax Codes
     Security
     Customers
     Teams
     Employees
     Master Products and Services
     Inventory
          Stock Locations
     Integrating Accounting with ServiceCEO Enterprise
          Exporting Data to QuickBooks from Multiple Branches to Separate files from One Computer
Enabling ServiceCEO Enterprise After Configuring your Database
Using ServiceCEO Enterprise
     Revenue Recognition
     Dispatch Board
          Moving Jobs between Branches
          Sharing Employees between Branches
     Advanced Billing
     Customer Import
     Customer Merge
Known Issues
Troubleshooting
Feedback

ServiceCEO^® Enterprise is an expanded version of ServiceCEO with enhanced functionality designed to help you to manage an organization with multiple locations. The main difference between ServiceCEO and ServiceCEO Enterprise is the company structure - ServiceCEO Enterprise has a hierarchical organization model, starting at the top with the Organization, and then moving down into Regions, Branches, and Zones. Each organization can have an unlimited number of regions or branches. ServiceCEO Enterprise provides all of the tools that allow a central management team to oversee and control their entire organization.

Caution: To run the Enterprise version of ServiceCEO, you must purchase a multi-site or Enterprise license. For more, see http://www.insightdirect.com/enterprise/ .

Organization Levels

Organization - The highest level of the company. An organization is indicated by this icon:

Region - A region is located beneath the organization and above branches in the ServiceCEO Enterprise location hierarchy. Regional users will be able to see data regarding all branches and zones within their region.
The following icon indicates regions:

Branch - A branch is a user-defined geographic territory located beneath a Region and above a Zone. This icon represents a branch:

Zone - A user-defined geographic territory (located beneath a branch). Zones enable you to strategically associate teams of employees in a particular zone with customers in the same zone to facilitate easier and more efficient scheduling.

Enabling ServiceCEO Enterprise

1. Select Tools > Options. The Options dialog box appears.
2. Click Database. The Database Options dialog box appears.

3. Select the Enable Multi-Site Functionality check box. The Feature Locked dialog box appears.

4. Type your Enterprise or Multi-Site Feature Code into the field.

Tip: If you have purchased an Enterprise or Multi-Site Feature Code but do not currently have it, contact Insight Direct Technical Support to receive your code.

5. Click OK.
6. Click Company Structure from the Categories bar. The Company Informastion dialog box appears.

5. To add a new region or branch, click the arrow next to the button and select Region or Branch from the pop-up menu. Alternatively, press CTRL + R to create a new region or CTRL + B to create a new branch.
6. Define the data for each Region or Branch in the same manner as you define your company information. For details, see the Defining Company Information section of the ServiceCEO Help System.
7. If you are using a third-party accounting package, such as QuickBooks^®, you must integrate each branch and region to the accounting package. For a detailed overview of QuickBooks/ServiceCEO integration, see the Configuring Accounting Integration section of the ServiceCEO Help System. The integration process for each Branch follows the same steps as the Integration process for a single site. See also the Integrating Accounting with ServiceCEO Enterprise section of this document.

Configuring ServiceCEO Enterprise

You can configure most of ServiceCEO Enterprise in the same manner that you would configure the single-site version of ServiceCEO. For details about configuring ServiceCEO, please read the appropriate sections of the ServiceCEO Help System.

Note that, due to ServiceCEO Enterprise's complex structure, some sections of the application have to be configured differently. These sections are:

Zones
Tax Codes
Security
Customers
Teams
Master Products and Services

Note: To configure ServiceCEO Enterprise, you must log into the application as an Administrator.

Creating and Managing Zones

Caution: If you were running the single-site version of ServiceCEO before you turned on the Enterprise version, you will need to re-integrate your zones and tax codes. For more, see Enabling ServiceCEO Enterprise After Configuring your Database.

1. Select Tools > Lists > Zone Manager (or press CTRL + F6). The Zone Manager dialog box appears.

2. Click the Manage by Zone tab.
3. Click Add New Zone. A new row appears.
4. Define the zone's information in the usual manner. For details, see the Managing Zones section of the ServiceCEO Help System.
   The only difference is that you select the branch in which you want the new zone to be located from the Branch field. The Branch field controls how customer records are assigned to an organization level. See Assigning Customers to an Organization Level for more.

Caution: Once you've defined a zone, you will not be able to change its Branch.

5. Repeat steps 3-4 to add more zones.
6. Click OK.

After you've created your zones, you can assign ZIP Codes and Taxes to those Zones in the usual manner.

Once you've defined your zones, you need to ensure that all customers have a defined zone. If a customer is not assigned to a branch (because their zone isn't attached to a branch or because they don't have a zone), many different complications could ensue, including that the Pending Deposits report will not display the same total as the Pending Deposits page.

Tax Codes

ServiceCEO's multi-tiered tax rate functionality enables you to charge and track taxes on the services and products you provide. You can define up to three different tax types. Once the tax type is defined, you can create a list of different tax codes within that tax type.

1. Select Tools > Lists > Tax Codes. The Tax Codes dialog box appears.

2. Click the name field of the tax type you want to add.
3. Type the name of the tax into the field, if necessary.
4. Select the organization level for which you want to define the tax code list from the List Defined For drop-down list.
5. Click in the Tax Code List field.
6. Click . The Tax Code List dialog box appears.

7. Click Add to add a new row to the tax code list. Otherwise, start at step seven to edit the list.
8. Select the organization level for which you want to define a tax code list from the Show Tax Codes For: drop-down list. The values that appear in this drop-down list depend on what you selected from the List Defined For drop-down list in step four .
9. Type a name for the new tax code in the Tax Code field.
10. If you are using QuickBooks^®, select the QuickBooks vendor for this tax code from the QB Vendor drop-down list.
11. Type the tax rate into the Tax Rate field.
12. Deselect the Active check box if you do not want this zone to appear on the zone drop-down lists throughout ServiceCEO.

Note: The Active check box for each tax codes is selected by default, meaning that it will appear in ServiceCEO. Deselecting the Active check box for existing list items will remove the list item for future records but keep it for those records that are already using this item.

13. Repeat steps 7-11 to add more tax codes to the current organization level.

Tip: To avoid errors, define at least one tax code per organization level.

14. Select another organization level from the Show Tax Codes For: drop-down list.
15. Click OK.
16. Repeat steps 2-14 to add additional tax code types.
17. Click OK.

Security Options

Since ServiceCEO Enterprise has many different organization levels, you need to define the level to which each user in the system belongs by configuring their security options.

1. Select Tools > Options (or press CTRL + O). The Options dialog box appears.
2. Click Security. The Admin - User Access Rights dialog box appears.
3. Click the Users tab.

4. Select a user from the Users list box. The Information and Member Of sections will become active.
5. If necessary, edit the user's login name in the Login field.
6. If necessary, edit the user's password in the Password field. The password will appear as asterisks for added security.
7. If you gave the user a new password in step six, retype the password in the Verify field to ensure that the password was spelled accurately.
8. If necessary, type the user’s complete name into the Full Name field.
9. Select the user’s organization level from the Organisation Level drop-down list. Depending on the value you select, additional fields appear:

10. For regional employees, select the Regional Administrator check box if the user will administrate the region.
11. Select the level to which the new user has access from the Access to: drop-down list.
12. Select the check boxes user groups in which the user will be a member from the Member Of section.
13. Repeat steps 4-12 to edit the organization level of the rest of the users.
14. When you have finished adding users, click Save and Close.

For more details on users, see the Managing Users section of the ServiceCEO Help System.

You may want to edit your user groups as well. For a detailed description of user groups, see the Managing User Groups section of the ServiceCEO Help System.

Assigning Customers to a Branch

Every one of your customers will be assigned to a branch based on their zone. To verify and/or edit this assignment:

1. Open the customer record for the customer you want to assign to an organisation level.
2. Click Edit Address. The Address Information dialog box appears.

3. Select the zone you want to assign the customer from the Zone drop-down list. Note that, as defined above in the Zones section, each zone is automatically part of a Branch and a Region.

	Tip: If you have already configured your branches, zones and ZIP Codes, the zone assignment will occur automatically when you assign a ZIP Code to a new customer. If you'd like, you can always change this default assignment by selecting another zone from the Zone drop-down list.
	Caution: lf you do not assign a customer to a zone, many of ServiceCEO's features may not work correctly. For example: Customers must have a zone assigned to their primary location for their invoices to appear on the Export Sales tab in the Office Duties section.

4. Click OK.
5. Repeat steps 1-4 to assign additional customers to a branch.

Assigning Teams to a Branch

1. Select Tools > Lists > Team List (or press CTRL + F1). The Team window appears.

2. Click New. A new row appears.
3. Type a name for the new team in the Name field.
4. Select the branch to which you want to assign a team from the Branch Assignment drop-down list.
5. Assign employees to the team. For details, see the Defining Team Lists section of the ServiceCEO Help System.
6. Repeat steps 2-5 to add additional teams.
7. Click Save and Close.

Caution: Once created, you cannot change the Branch Assignment of a team. One workaround for this issue is to make the team names generic so that you can always switch the team members to another team if necessary.

Note that if no teams are assigned to a branch, this branch will not be displayed on the Dispatch Board.

Assigning Employees to a Branch

All employees will need to be assigned to a branch by selecting a branch from the Branch drop-down list on the General tab of an employee record:

Assigning Master Products and Services

You can, if you want, assign Master Services and Products to specific Branches and Regions. To do this:

1. Perform one of the following actions:
• Select Tools > Lists > Master Services List or press CTRL+F4. The Services tab of the Products and Services page appears.
• Select Tools > Lists > Master Products List or press CTRL+F5. The Products tab of the Products and Services page appears.
2. Select the service or product you want to assign to a branch or region.
3. Click Assign. The Organization Explorer appears.
4. Expand the list and select the regions and/or branches to which you want to assign the product or service.
5. Repeat steps 2-4 for additional products or services.

Inventory

Stock Locations

If you are tracking Inventory in ServiceCEO, you can enable your region and branch offices as stock locations. To do so:

1. Select Tools > Options. The Options dialog box appears
2. Click Inventory. The Inventory Options dialog box appears.
3. Click Stock Locations. The Inventory Stock Locations dialog box appears.

3. Select the check boxes for every level that you want to use as stock locations.
4. Click OK.
5. Scroll up and click Company Structure. The Company Structure dialog box appears.
6. Select a region or branch in the left pane.
7. In the right pane, scroll down and select the Stock Location check box.
8. Repeat steps 2-3 to enable additional regions and branches as stock locations.
9. Click OK.
   

Integrating Accounting

You can integrate each branch with a separate accounting application database. In general, the integration process is the same as it is for a single location. See the Configuring Accounting Integration section of the ServiceCEO Help System for details.

One major difference is that you must select the Enable Accounting Integration check box at the Organization level before integrating your individual branches with specific accounting accounts.

Also note that all customers must have a zone assigned to their primary location in order for their invoices to appear on the Export Sales tab.

Exporting Data to QuickBooks from Multiple Branches to Separate files from One Computer

If you are using ServiceCEO Enterprise and you have multiple QuickBooks files for each branch, you can easily export ServiceCEO data to all of your QuickBooks accounts from one computer. To do so, you must first configure QuickBooks to accept data transfers when it is not open. To do this:

1. Open QuickBooks.
2. Select Edit > Preferences. The Preferences dialog box appears.
3. Click the Integrated Applications button (on the left-side of the page).
4. Click the Company Preferences tab.

5. Verify that ServiceCEO is selected in the Application Name column. If not, select it now.
6. Click Properties. The Access Rights tab appears.

7. Select the Allow the application to login automatically check box.
8. Select the Allow this application to access Social Security Numbers and other personal data check box.
9. Click OK.
10. Click OK.

These settings mean that you can now export data to QuickBooks without having the QuickBooks application open. In fact, if you are exporting data to multiple QuickBooks files, QuickBooks MUST be closed when you export data from ServiceCEO. If QuickBooks is open, when you attempt the data transfer, you will receive an error. For instructions on exporting data to QuickBooks, read the Exporting Data from ServiceCEO to Accounting section of the ServiceCEO Help System.

Caution: Since you are now exporting data to an application that is not open, the export will take longer then it would if QuickBooks is open. This performance degradation is normal, and will not in any way affect the data transfer.

Tip: You do not need to be logged into ServiceCEO as an administrator to export data to multiple QuickBooks accounts; however, only users with the proper security settings can export data to QuickBooks. See the Establishing Security Rights section of the ServiceCEO Help System for details about security settings.

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Enabling ServiceCEO Enterprise After Configuring your Database

If you were running the single-site version of ServiceCEO before you turned on the Enterprise version, you will need to re-integrate your zones, taxes, and ZIP Codes.

1. First, create your new company structure. See Enabling ServiceCEO Enterprise for details.
2. Next, create new zones for your new branches and regions.See Creating and Managing Zones for details about creating zones. Note that you cannot change the branch or region of a zone after it has been saved, so you will need to create at least one new zone for each of your branches and regions.
3. Set up new tax codes. See Creating Tax Codes for details about creating tax codes.
4. Redefine your ZIP Codes. See Assigning ZIP Codes to Zones for details about defining zones and taxes for ZIP Codes.

Caution: You will not be able to change the organization level of any tax code that is currently in use (i.e., selected for a job, customer location, etc.) We recommend you create entirely new tax codes to handle your enterprise configuration.

5. When you have finished defining your ZIP Codes, click OK. The Optional Updates dialog box appears.

This dialog box details all of the changes you've made in the Postal Codes Serviced dialog box and enables you distribute these changes to the rest of your database. Your options are:

• Set Zone on Customer Locations. Select this check box to change the zone for each customer location with the same ZIP Code as those marked "Zone Changes" to the ZIP Code's first recommended zone.
• Set Tax Codes on Customer Locations. Select this check box to change the tax code for each customer location with the same ZIP Code as those marked "Tax Changes" to new tax codes defined for the ZIP Code.
• Update Charges. Select this check box to update the tax charges for all future jobs at customer locations with updated Tax Codes.

6. Click OK. The changes will be made to the database.
7. Assign your users to organization levels by editing their security rights. See the Security Options section for details.
8. Replace your existing teams with new ones assigned to specific branches. See the Teams section for details.
9. If you use inventory, you will need to transfer all of your existing stock into the proper stock locations. To do this:
   • Enable your region and branch offices as stock locations. See the Stock Locations section of this document for details.
   • Transfer all of your inventory from the current stock locations into the new stock locations in which they should be located. For details on transferring inventory using transfer tickets, please read the Pending Transfers section of the Help System.

Caution: The cost of any inventory left in your company location will not be able to be transferred to QuickBooks.

Using ServiceCEO Enterprise

Revenue Recognition

Customer Payments. Customer payments - either entered as a miscellaneous transaction, the completion wizard, or the Billing Center - are applied to the zone/branch in which the customer's primary address is located. If you change the customer's primary location to another branch, the payments will be assigned to this new branch.

The Revenue report. Jobs on the revenue report will display when filtering for the zone where the work was performed (i.e., the zone of the Address Name as selected in the General tab of the job record), not the zone of the customer's primary location.

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Reports

Most Enterprise reports have a Company Structure tab where you can filter the report based on your company structure.

Note that your options will be based on your organization level. Branch users will not see this tab. Region users will only see the branches in their region. Company users will see the entire tree.

Dispatch Board

When opening the Dispatch Board in Enterprise, you will only be able to view one branch at a time. Thus, if you are a member of a region or the company level, you may be prompted to select the level of the company hierarchy that you want to view:

• Branch user. The dispatch board will automatically open, displaying the branch of which you are a member.
• Region user. The Select Branch dialog box appears, prompting you to select one of the branches in your region.
• Company user. The Select Branch dialog box appears, prompting you to select one of the branches in the company.

Select the check box corresponding to the branch that you want to display and click OK. The branch's information appears in the Dispatch Board.

Tip: If you do not see a branch that you expect in the Select Branch dialog box, that branch may not have any teams assigned to it. Assigning at least one team to every branch will ensure that all branches can be displayed on the dispatch board.

Moving Jobs between Branches

If you log into the dispatch board as a company or regional user, you can move a job from one branch to another by right-clicking a job and selecting Move to Branch from the pop-up menu. The Share With... dialog box appears. From this dialog box, select the branch to which you want to move the job and click OK. The job will be moved to the branch you selected.

You can move a job to any branch within the current branches' region. See the Sharing Employees between Branches section for an example.

Sharing Employees between Branches

Unavailable employees can be shared between branches for a single day via the Dispatch Board.

Note that only unavailable employees can be shared with another branch. The reason for this is that an employee cannot work on jobs in more than one branch on a particular day.

1. Open the Dispatch Board for the branch that contains the employee that you want to share.
2. If the employee does not appear in the Unavailable Employees section, drag the employee there now.
3. Right-click the employee from within the Unavailable Employees section and select Share Employee from the pop-up menu. The Share With... dialog box appears.

4. Highlight the branch in which the employee will be working for this day.
5. Click OK. The employee is shared with the selected branch!

You can share an employee with any branch within the current branches' region. For example, in the screenshot above, the "Another Region" region has three branches:

• Branch A.
• Branch B. You do not see Branch B in this dialog box because it is the region of the employee that you are currently sharing.
• Get your Branch On.

Tip: To see the zones that the a branch services, double-click the branch and the zones will appear underneath it. For example, the Branch A branch services two zones: Kansas City, MI and Kansas City, KS, while the Get your Branch On branch services the four zones listed beneith it.

After an employee is being shared, you'll see two new icons on the Dispatch Board, both of which are unique to Enterprise. They are:

• - This employee is being shared with another branch and is unavailable for use within the current branch.
• - This employee is being shared from another branch.
  

Advanced Billing

You can define an Advanced Billing configuration at the Organization and Branch levels. To do so:

1. Select Tools > Options. The Options dialog box appears.
2. Click Company Structure from the Categories bar. The Company Structure dialog box appears.
3. Select the top of the organization or the Branch whose billing options you want to define.

Caution: You cannot define an Advanced Billing configuration at the Region level.

4. Scroll down to the bottom of the dialog box and click Configure Billing Settings.
5. For more on configuring an Advanced Billing configuration, see the Defining Advanced Billing Properties section of the ServiceCEO Help System.

Customer Import

When importing customers into ServiceCEO Enterprise, be aware that:

• If a customer has a ZIP Code, Zone, and Tax Code, then the customer will be imported into the branch indicated by his primary location's zone.
• If no ZIP Code, Zone, and/or Tax Code are defined, then the customer will be imported into the branch of the employee running the import.
• If the employee is not a member of a particular branch, or is a member of more then one branch, then the customer will be assigned to the organization level.

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Customer Merge

When merging customers, all of the following information will keep its currently assigned branch, even if it is merged into a customer record assigned to a different branch:

• Contacts.
• Jobs/Estimates/Schedules.
• Inventory, including any drop-shipped POs.
• Equipment
• Notes (private, work order)

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Known Issues

1. If you have a customer with locations in two branches (branch X and branch Y), a user assigned to one branch will be able to see both locations (the location in his branch and the location in the other branch).
2. The Include Active Tasks check box in the Tasks tab of the Estimate Tracking report does not filter for active tasks in Enterprise.

Troubleshooting

If you are receiving an error message similar to the following:

Error Message: Enterprise Edition users with QuickBooks integration should specify all tax codes at the BRANCH level so that an appropriate QuickBooks company file can be obtained to retrieve the list of Vendors

The most likely cause of this error is that you integrated QuickBooks and ServiceCEO before you turned on the Enterprise or Multi-Site functionality. This means that all tax codes you defined on the Company level must now be defined for the Branch level. See Tax Codes for details on defining tax codes.

Feedback

Please send any feedback about this document to documentation@insightdirect.com. Please note that this email will not go to Technical Support. To receive technical support, please enter a support ticket by logging into the member center at http://www.insightdirect.com/support.html and clicking the Log a New Support Ticket link.