Roadside Assistance with Effort

Introduction

Roadside assistance (RSA) is a service offered by automobile and insurance companies and service providers, designed to offer assistance and support to motorists who encounter unexpected vehicle-related issues or breakdowns while on the road. This service is particularly invaluable during emergency situations, providing drivers with peace of mind, knowing that help is just a phone call away, whether they experience a breakdown in the middle of nowhere or a simple flat tire in a suburban neighborhood. For automobile companies, Roadside Assistance is considered one of the most significant differentiating factors when customers are deciding to buy vehicles.

Handling RSA (Roadside Assistance) is quite complex because there are many problems associated with it. Some of these problems include figuring out where the customer is, checking if a nearby technician is available, and more. One of the main issues is making sure we respond quickly. When people are stuck on the road and need help, they want it fast. If we take too long to help them, they won't be happy.

This tutorial helps you to easily configure this complex RSA workflow with Effort. We'll explore the all essential modules and key features that are required to configure RSA. Also, this tutorial provides all the activities that need to be performed by different roles involved in the RSA operation using the Effort platform. The roles include Admin, Manager, and Employee (Field Technician). Here's the list of activities we will be configuring and executing in the Effort as part of RSA.

Admin Activities (Configuration of RSA)

In this section, we will walk you through the admin-level activities involved in the configuration of the RSA. To perform the Admin activities, the users must have access to the App Builder module. Only the users that have App Builder access can create the list masters. Login to Effort as App Builder. Refer to the Sign-in To Effort topic for login.

Creation of Employees

The RSA operation involves various employees, each responsible for specific tasks like receiving calls from the customers, creating tickets, visting the customer , and more. The employees involved in the RSA are:
  • Field Employees (Technicians)
  • Back Office Employees (Customer Support Executive)

To know more about the employees module, refer to Employees.

In this section, we will create employees who will be involved in the RSA activities. To create employees, follow the steps below:

  1. Go to Web App > Employees > All Employees > Add Employee.
  2. Enter the employee details such as First Name, Last Name, Employee ID, Email, Mobile Number, and so on.
  3. Select the Access Type based on the employee you want to create.
    If you are creating a Field Technician, you can select the Access Types as Mobile App or Employee Web App & Mobile App. For the Admin or Manager employees, you can select the Employee Web App, Configurator & Mobile App option.
  4. Click Save.
    Note: If you want to create more employees, you can choose the Import feature to create in a single go. To import employees, refer to Import Employees.

Creation of Customers

Maintaining customer data is crucial for providing Roadside Assistance (RSA) as they are the ones in need of help. Customer data helps in verifying the identity of the person seeking assistance. In this section, we will create customers from the Web App.

  1. Go to Web App > Customers > Add Customer.
  2. Enter the customer details and click Save.
  3. You can also use the Import option to create more customers in a single go. For the instructions to import the customers, refer to the Import Customers topic.
    Note: In the Map to Employee column, enter the employee ID instead of the employee name.

  4. Once you import the customers, you can check the import status at the bottom of the page. Alternatively, you can check the Customers module in the Web App.

Creation of List Masters

In this part, we'll be creating the list masters. A list master is a comprehensive collection of data. It includes information about cities where RSA is provided, vehicle details of those opting for RSA service, warranty specifics, various towing choices, problem descriptions, and more. To know more about Lists, refer to Lists.

Creation of Regions List

In this section, we will be creating a list called "Regions." This list is created to categorize technicians into different regions across the country, such as East Zone, North Zone, etc. This will be used in the RSA process to make sure only the respective region tickets are visible to those users only. To create this list, follow the steps below:

  1. Go to App Builder > Lists > Create List.
  2. In the Title field, enter the title as Region.
  3. Click the Add Field button.
  4. Under the Identifier column, enable the checkbox.
  5. Under the Field Label column, enter the label as Region.
  6. Click Publish and then click OK in the confirmation pop-up.
  7. In the List Scope in Sync pop-up window, select the Sync all option and click OK to make all the list items available to the mobile app users.
  8. In the Warning pop-up window, click the Accept button.
    Your Regions List is ready. Now you need to add items to it.
  9. To add regions to the list master, click Add.
  10. In the List No and Region fields, enter the region as per your requirement, such as South, East, etc.
    Note: To view the list items that you added, refer to View List Items.
    Note: To edit the list items that you added, refer to Edit List Item.
  11. Click Save to save your item. Otherwise, click Save & New to save the existing item and add one more new item.

Create Zones List

In this section, we will create a Zone list. We will use this list for creating City list master.

  1. Create the Zones list master as shown in the following screenshot.
  2. As you can see, we have 2 fields in the list. To add more fields, you need to click the Add Fields button again.
  3. Click Publish to save the List master and then select all in the List Scope in Sync pop-up window.
  4. The list master creation is completed. Now you need to add items to this list. As we have 2 fields in this list, it will take more time if we add items manually. Instead, you can add multiple items to the list in one go using the Import option. On the List Actions page, click Import.
  5. Click Download Template. An Excel file is downloaded.
  6. Open the downloaded Excel sheet and fill in the data in the fields. Once you fill in the data, save the Excel sheet.
  7. Go back to the Import List page, click Choose File, and select the filled Excel sheet.
  8. Click the Import button. Once the import is completed, refresh the page after a few seconds. You can check the import status at the bottom of the page.
  9. To view the imported list items, go to Lists > Zones > View.
    Note: To view the list items that you added, refer to View List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Problem Master List

In this section, we will create a Problem Master list. The Problem Master contains the list of potential issues that may arise for vehicles. This master is used to select the type of issue in the vehicle during the generation of the ticket and while the technician closes the ticket.

  1. Create the Problem Master list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Family Involvement List

In this section, we will create a Family Involvement list. This will help the technician understand the criticality of the ticket.

  1. Create the Family Involvement list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Vehicle Registration Master List

In this section, we will create a Vehicle Registration Master list. This list contains all the vehicle registration numbers. It serves the purpose of retrieving customer details by simply entering the registration number.

  1. Create the Vehicle Registration Master list as shown in the following screenshot.
  2. For the third field labeled as Customer No, you need to change the data type to Phone. To change the data type, select the Phone option from the dropdown under the Data Type column.
  3. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Request Generated From List

In this section, we will create a Request Generated From list. Tickets can originate from various sources, such as the call center, the vehicle's IoT device, or a third-party system. The source of the request is determined based on where it comes from. If the call center initiates the request, they select it manually. If the request comes through an API, the source sends the data automatically.

  1. Create the Request Generated From list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Work Process State Types List

In this section, we will create a Work Process State Types list. We're creating this list to categorize the tickets like breakdowns or accidents. Users can click on these categories to filter and view specific tickets.

  1. Create the Work Process State Types list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Vehicle Type List

In this section, we will create a Vehicle Type list. This helps the technician choose how they traveled to the customer's location.

  1. Create the Vehicle Type list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Cancel Reasons List

In this section, we will create a Cancel Reasons list. If the customer decides to cancel the ticket, the technician can choose that option.

  1. Create the Cancel Reasons list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create Technician Cancel List

In this section, we will create a Technician Cancel list. If the technician cancels the ticket, there are options available in this list to select the reason for cancellation.

  1. Create the Technician Cancel list as shown in the following screenshot.
  2. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Create City List Master

In this section, we will create a City List Master. It helps the call center team know which city the customer is calling from.

  1. Create the City List Master as shown in the following screenshot.
  2. For the sixth field labeled as Region, you need to change the data type to List. To change the data type, select the List option from the dropdown under the Data Type column.
  3. You will see the second dropdown when you set the data type to List. Click the second dropdown and select the Region list that you created in the previous section. Here, we are mapping the city to the region.
  4. Similarly, configure the seventh field labeled as Zone.
  5. Now add the items to the list. You can either use the Import option or follow the manual process to add the items at your convenience.
    Note: To add the list items, refer to Add an Item to List.
    Note: To import the list items, refer to Import List Items.
    Note: To edit the list items that you added, refer to Edit List Item.

Creation and Configuration of Forms

In this section, we will create the forms required for Roadside Assistance operations. These forms need to be filled out by technicians for various purposes during RSA tasks. We will discuss them in detail as we set them up separately. Here, we will guide you through the steps of creating the forms, necessary fields, field-level configurations, and form-level configurations for all the forms. To know more about the forms, refer to Forms.

Resolution Form

Technicians fill out the Resolution form after successfully completing an RSA task. This form records the details of the issue that occurred in the vehicle. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Resolution.
  3. Drag and drop the following data types onto the field canvas and label them as shown below.
    Data TypeLabel
    Pick List Problem description
    Text Problem Key
    Text Problem Category
    Number Odometer reading
    Yes/No Charges Taken
    Pick List Visited on
    To know more about all the data types, refer to the following topics.
  4. Click the Problem description picklist field, select the Problem Master list that we created earlier from the List dropdown under the Properties section.
  5. Click the Problem Key field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Problem Code, and click Done.

      This configuration allows us to retrieve the problem code from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  6. Click the Problem Category field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Category, and click Done.

      This configuration allows us to retrieve the problem description from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  7. Click the Visited on picklist field, select the Vehicle Type list that we created earlier from the List dropdown under the Properties section.
  8. Now click Publish and then click OK to make it available to the technicians. You are done with your first form creation.
    Note: To know more about all the publishing options, refer to Publishing Options.

Cancelation Reasons Form

Technicians fill out the Cancelation Reasons form whenever they reject an RSA task. This form records reasons for canceling the RSA task. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Cancelation Reasons.
  3. Drag and drop the Pick List data type onto the field canvas and label it as Cancelation Reasons.
    To know more about all the data types, refer to the following topics.
  4. From the List dropdown under the Properties section, select the Cancel Reasons list that we created earlier
  5. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Resolved On Call Form

Technicians fill out the "Resolved On Call" form if they successfully complete an RSA task over the phone. This form records the details of the issue that occurred in the vehicle. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Resolved On Call.
  3. Drag and drop the following data types onto the field canvas and label them as shown below.
    Data TypeLabel
    Pick List Problem Description
    Text Problem Key
    Text Problem Category
    To know more about all the data types, refer to the following topics.
  4. Click the Problem Description picklist field, select the Problem Master list that we created earlier from the List dropdown under the Properties section.
  5. Click the Problem Key field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Problem Code, and click Done.

      This configuration allows us to retrieve the problem code from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  6. Click the Problem Category field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Category, and click Done.

      This configuration allows us to retrieve the problem description from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  7. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Cant Rectify Form

Technicians fill out the "Cant Rectify" form when they failed to execute an RSA task. This form records the details of the issue that occurred in the vehicle and remarks. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Cant Rectify.
  3. Drag and drop the following data types onto the field canvas and label them as shown below.
    Data TypeLabel
    Pick List Problem description
    Text Problem Key
    Text Problem Category
    Number Odometer reading
    Yes/No Charges Taken
    Pick List Visited on
    Text Remarks
    To know more about all the data types, refer to the following topics.
  4. Click the Problem description picklist field, select the Problem Master list that we created earlier from the List dropdown under the Properties section.
  5. Click the Problem Key field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Problem Code, and click Done.

      This configuration allows us to retrieve the problem code from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  6. Click the Problem Category field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Category, and click Done.

      This configuration allows us to retrieve the problem description from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  7. Click the Visited on picklist field, select the Vehicle Type list that we created earlier from the List dropdown under the Properties section.
  8. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Technician Cancel Form

Technicians fill out the "Technician Cancel" form whenever they reject an RSA task due to some reasons. This form records reasons for canceling the RSA task. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Technician Cancel.
  3. Drag and drop the Pick List data type onto the field canvas and label it as Technician Cancel.
    To know more about all the data types, refer to the following topics.
  4. From the List dropdown under the Properties section, select the Technician Cancel list that we created earlier
  5. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Towing Required Form

When a vehicle needs to be towed, technicians fill out the Towing Required form, documenting the specific issue encountered. This form is crucial for keeping a record of the problem and the towing process. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Towing Required.
  3. Drag and drop the following data types onto the field canvas and label them as shown below.
    Data TypeLabel
    Pick List Problem description
    Text Problem Key
    Text Problem Category
    Number Odometer reading
    Yes/No Charges Taken
    Pick List Visited on
    To know more about all the data types, refer to the following topics.
  4. Click the Problem description picklist field, select the Problem Master list that we created earlier from the List dropdown under the Properties section.
  5. Click the Problem Key field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Problem Code, and click Done.

      This configuration allows us to retrieve the problem code from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  6. Click the Problem Category field, and do the following:
    1. Under the Properties section, select the Computed option from the Computed/Default dropdown.

      To know more about Computed and Default options, refer to Field Properties.

    2. Click the grey box under the Computed/Default dropdown, and select the first field labeled as Problem description_Category, and click Done.

      This configuration allows us to retrieve the problem description from the problem master and automatically populate on this field when the technician selects the problem in the first field.

  7. Click the Visited on picklist field, select the Vehicle Type list that we created earlier from the List dropdown under the Properties section.
  8. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Location Capture Form

The Location Capture form will be filled by end customers. When a new RSA task is received, the technician checks the customer's location. If the location isn't captured, the technician sends the customer a link via SMS to their registered mobile number. The customer can click the link and choose their current location on the map. To create this form, follow the steps below:

  1. Go to App Builder > Forms > Create Form > Create On My Own.
  2. In the Title field, enter the title as Location Capture.
  3. Drag and drop the Location data type onto the field canvas and label it as Please select your location.
    To know more about all the data types, refer to the following topics.
  4. Now click Publish and then click OK to make it available to the technicians.
    Note: To know more about all the publishing options, refer to Publishing Options.

Creation and Configuration of RSA Workflow

The Roadside Assistance (RSA) workflow involves several key activities, including receiving breakdown requests, creating work items, assigning tasks to the nearest technicians, technicians visiting the breakdown location, and delivering the required services. In this section, we will establish the RSA work process activities, outline the sequence of execution, specify the necessary information for creating work items, automate task allocation to technicians, and configure customizations such as work invitation alarms, among other aspects. To know more about work processes, refer Work Processes.

Create Roadside Assistance Process

In this section, we will create the Roadside Assistance process.

  1. Go to App Builder > Processes > Activity Process > Create Process > Create On My Own.
  2. On the Create Activity Process screen, do the following:
    1. In the Work Process Name field, enter the title as Road Side Assistance.
    2. Click Next.
  3. After entering the process name and clicking Next, you will proceed to the next tab, where you are required to configure the work fields. On this tab, click Next and then click OK. We will configure this section later.
  4. On the Manage Forms tab, click Next.
  5. Manage Activities: On this tab, you will define the activities that need to be executed to complete an RSA task. To know more about activities, refer Activities. To define the activities, follow these steps:
    1. Click Add Activity.
    2. Under the Activity Title column, enter the title as Out for service.
    3. Similarly, click Add Activity button again to create another activity as Reached.
    4. Now click the Add Activity button again to create another activity as Resolved.
    5. The above Resolved activity will be performed when a technicians completes an RSA task. When completing this activity, the technician must capture the details of the resolution. To capture these details, we have created a Resolution form earlier. Here, we will configure this Resolution form to this activity. To configure this, click the Select Form dropdown under the Form Template column against the Resolved Activity, and selct the Resolution form.
    6. Similarly, define the activities and configure the forms as shown below:
    7. As you can see the last activity named Location capture, the Activity Type is configured as External Activity.
      This activity will be executed by the customers. When this activity is initiated, a link will be sent to the configured mobile number and/or email. Customers are required to click on the link and complete the form. For further information on External Activity, refer to the External Activity documentation.
    8. Once you define the activities, click Next.
  6. On the Clone Fields Data tab, click Next.
  7. On the Manage Flow tab, you can see the default flow created automatically. Click Next to move to the next screen. We will configure this later.
  8. On the Define Auto Allocation tab, click Skip. We will configure this later.
  9. On the Manage Restrictions tab, click Next. We will configure this later.
  10. On the Other Settings tab, click Complete. We will configure this later.
  11. As you can see, we've ignored some configurations as those are complex and time consuming. Refer to the next sections for detailed steps to configure the flow, fields, work settings, auto allocation, and so on.

Configure Work Fields

In this section, we will configure the work fields which are required for capturing the information necessary to create an RSA work. You will find some default fields that are pre-configured. However, these defaults are insufficient for capturing the necessary information. To address this, we must add and configure custom fields. To know more about work fields, refer Work Fields.

Follow the steps below to create work fields.

  1. On the process page, click Manage Fields. Alternatively, go to App Builder > Processes > Activity Process > Roadside Assistance > Manage Fields.
  2. To begin, deactivate all default fields by clicking on the green checkboxes, as demonstrated below.
  3. After disabling all the default fields, click the Add Field button.
  4. In Field Label, enter Vehicle Registration. Then, select the data type as Pick List and select Vehicle Registration Master list frsom the second dropdown.
  5. As shown below, define the Order as 1 and make the field as Title, Required, Visible, Visible at Work Creation, Advance Searchable, and Simple Searchable.
  6. Similarly, click the Add Field button again and configure the following fields as described in the following table.
    Field Configuration
    Customer Name Make this field as Default. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Customer Mobile No
    Make this field as Default. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Permanent Mobile No
    Make this field as Default. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    City Key Configure the field as shown below:
    Breakdown City Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Current Location
    Configure the field as shown below:
    1. Configure the field as shown below:

    2. Click the gear icon.

    3. On the Advanced Setting pop-up, enable the Send location capture link checkbox and select Customer Mobile No from the Select the default phone number dropdown.

    Note: This configuration help us to send a link to customer while creating the work. The customer can click on the link and select his current location. The customer's location (lat-long values) will be populated automatically on the field.
    State Name Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Area Configure the field as shown below:
    Employee Configure the field as shown below:
    Problem Description Configure the field as shown below:
    Problem Category Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Problem Key Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Model Description Configure the field as shown below:
    Corrected Model Description Configure the field as shown below:
    Variant Description Configure the field as shown below:
    Corrected Variant Description Configure the field as shown below:
    Color Description Configure the field as shown below:
    Corrected Color Description Configure the field as shown below:
    Sale Date Configure the field as shown below:
    Corrected Sale Date Configure the field as shown below:
    Warranty Expiry Date Configure the field as shown below:
    Corrected Warranty Expiry Date Configure the field as shown below:
    Warranty Status Configure the field as shown below:
    Family Involvement Configure the field as shown below:
    Request Generated From Configure the field as shown below:
    Region Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Advice Message Configure the field as shown below:
    FailSafe Configure the field as shown below:
    Zone Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    City Make this field as Computed. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Starts Make this field as Default. Click on the grey box and configure as shown below:

    The field configuration is shown below:
    Location Captured Configure the field as shown below:
    Job Type Configure the field as shown below:
    Ends Configure the field as shown below:
    Connect to call center Make this field as Computed. Click on the grey box and enter the service center number.

    The field configuration is shown below:
    Sequence No Configure the field as shown below:
  7. Once you configure all the fields, click Save.

Configure Work Flow

In this section, we will define the workflow, which outlines the sequence of activities defined earlier. This process includes specifying the start activity, end activity, subsequent activities, and more. To know more about the Flow, refer to the Manage Flow documentation.

Follow the instructions below to configure flow:

  1. On the process page, click Manage Flow. Alternatively, go to App Builder > Processes > Activity Process > Roadside Assistance > Manage Flow.
  2. For the Out for Service activity, do the following:
    1. Make the Out for service activity as Start Activity as shown below.

      When you make an activity as the start activity, it means that technicians have to do this activity first.

    2. Under the Next Activity column, click the pencil icon.
    3. Select the next activities that need to be executed after this activity as shown below and click the right arrow icon to move them to the selected section.

      According to this configuration, the technician will have the flexibility to choose and execute any of the selected activities after the start action based on the specific scenario.

    4. Click Save.
  3. For the Reached activity, configure the Next Activities as shown below:
  4. Make the Resolved activity as End Activity as shown below.

    When you make an activity as the end activity, the RSA will be marked as completed once the technicians exectute this activity.

  5. Make the Customer cancelled as start and end activity.

    In certain situations, customers may cancel the work they requested. As per this configuration, when a customer cancels the RSA task, the technician executes it as a start action. If technicians initiate this as a start activity, they don't have to go through the entire process. That's why we've marked it as both a start and an end activity.

  6. Make the Resolved on call as start and end activity.

    In some cases, problems can be solved if customers follow the instructions provided by technicians over the phone. As per this configuration, when an issue is resolved through a phone call, technicians treat it as a starting action. If technicians initiate this as a start activity, they don't have to go through the entire process. That's why we've marked it as both a start and an end activity.

  7. Make the Cant rectify activity as End Activity as shown below.
  8. For the Cancel activity, do the following:
    1. Make the Cancel activity as Start Activity.

      When you make an activity as the start activity, it means that technicians have to do this activity first.

    2. Configure the next activities as shown below:
    3. Click Save.
  9. Make the Towing required as start and end activity.

    At times, technicians determine that the vehicle needs to be towed by reaching out to the customer over the phone. In this configuration, when towing is needed, technicians treat it as the start activity. By initiating it as a start activity, they can skip the rest of the process because the vehicle will be taken directly to the garage. That's why we've marked it as both a start and an end activity.

  10. Make the Towing is required as end activity.

    Some times, technicians determine that the vehicle needs to be towed by reaching out to the customer's location. In this configuration, when towing is needed, technicians treat it as the end activity. By initiating it as a end activity, they can skip the rest of the process because the vehicle will be taken directly to the garage.

  11. For the Location capture activity, do the following:
    1. Make the Location capture activity as Start Activity.

      If there is no customer location, the technician initiates this as the start activity.

    2. Under the Activity Execution Dependencies column, click Set Activity Condition(s) and define the configuration as shown below, and then click Save.

      If the customer's location is already known, there's no need to perform this step. Therefore, we've defined the condition above to execute this activity only when the customer's location is unavailable.

    3. Configure the next activities as shown below:
    4. Click Save.

Configure Auto Allocation

Assigning RSA works manually is a complex task, involving details like breakdown location and technician availability. Work auto-allocation is crucial for emergencies like RSA. It ensures that whenever an RSA work is created, it's automatically assigned to the nearest technician, simplifying the process significantly. In this section, we'll configure the auto allocation for the RSA process. With this configuration, the nearby technicians will receive notifications automatically whenever an RSA task is created. To know more about auto allocation and scheduling, refer to the Auto Allocate and Scheduling documentation.

Follow the steps below to define this configuration:

  1. On the process page, click Manage Auto Allocate And Scheduling. Alternatively, go to App Builder > Processes > Activity Process > Roadside Assistance > Manage Auto Allocate And Scheduling.
  2. Select the Work Invitations option.

    This feature enables us to notify technicians by sending work invitations directly to their mobile app.

  3. Select the Pick Employees having no incomplete Works option.

    This option allows us to send work invitations exclusively to technicians who currently have no pending tasks.

  4. Configure the highlighted parameters as shown below:

    As per this configuration, a maximum of two work invitations will be sent to technicians whose last location was recorded within the last 30 minutes and who can reach the breakdown location within 45 minutes.

  5. Click Save.

Configure Work Invitation Alarm and Other Settings

In this section, we will configure the work invitation alarm and other settings to enhance the efficiency and effectiveness of the RSA workflow. To know more about the work fields, refet to the Work Settings: Fields and Description documentation.

  1. On the process page, click Work Settings. Alternatively, go to App Builder > Processes > Activity Process > Roadside Assistance > Work Settings.
  2. Disable the Allow work rejections setting to avoid work rejections by technicians.
  3. Enable the Hide Non-Actionable Work setting in the mobile app to filter out works that can't be acted upon. This ensures technicians only see works they can take action on.

  4. Enable the End Time Duration From work Start Time setting and define the duration as 4. This setting enable auto calculation of the end time on the work card based on the duration given.
  5. Disable the Enable sending SMS/EMAIL of Employee Tracking Link To Customers and Enable Creation of Recurring Works settings.
  6. Enable the Work invitation alarm time (seconds) and set the duration to 300 seconds.

    According to this setup, the work invitation alarm will play for 300 seconds.

  7. Enable the Enable Online Work Invitations and define the time for Work Invitation Display time (Seconds) as 300 seconds.

    According to this setup, the work invitation alarm will display for 300 seconds.

  8. Enable the Consider Only location for manage auto allocate and scheduling setting.
  9. Click Save

Customize Web App Modules

In this section, we will customize the visibility of the Web App modules for easy operation. Follow the steps below:

  1. Go to App Builder > Settings > Customised App Configurations > Default App > Customise Web App Menu.
  2. Under the Visibility column, make the following modules visible.
    • Forms
    • Customer
    • Employee
    • My Approvals
    • Road Side Assistance


  3. Make the Home as Welcome screen.
  4. Click Apply.

Execute RSA

In this section, we will show you how to execute the RSA task in the Effort Platform. It provides the activities performed by the admins and technicians, such as creating RSA works, logging into the effort, accepting work invitation alarm, executing RSA in mobile app, and so on. Let's get started.

Create an RSA Work

When a customer encounters a vehicle problem, they contact customer support for assistance. An RSA work is created when the customer calls the service center and provides their details. Follow the steps below to create an RSA work in the effort platform .

  1. Go to Web App > Road Side Assistance > Add Work.
  2. Fill in the mandatory fields.
  3. To get the customer's current location, click the arrow icon beside Current Location field.
  4. Enter the customer's mobile number and email ID and then click Send Request.
    The customer will receive an SMS and email with a link as shown below.

    The customer will see the map with his current location marked when click on the link. The customer has to click on the Send Your Location button.

    Once click on the link, you will see a confirmation page.

    Once customer finish this activity, the customer's location will be populated automatically on the field.

    Note: Do not refresh the page after the customer provides their current location. The location will be automatically filled in the designated field, as shown in the screenshot above.
  5. Fill in the remaining fields and click Save.

Login to Effort NXT Mobile App

To begin with RSA, we require an application through which we can log in, check the work inviations, and perform RSA tasks. This section provides instructions to get started with the Effort NXT mobile app.

  1. On your mobile phone, open either the Play Store or App Store and install the Effort NXT app.
    Note: To know more about how to install the app, refer to Install EFFORT NXT App.
  2. Once the download is completed, open the app and grant all the required permissions.
  3. Login to the Effort app using your registered mobile number.
    Note: To register using your registered mobile number, refer to Log in to Mobile App Using Phone.
    Note: To register using your email and password, refer to Log in to Mobile App Using Email
  4. After you log in to the mobile app, tap Sign in to mark that you have started working.
  5. The mobile captures your face and your current location. On this screen, ensure your face and location are captured correctly, and then tap Sign In.
  6. Once you complete Sign In, tap Sync to sync the data with the server.
    Note: Make sure to Sync the mobile app every time you perform an activity to ensure that your data is updated on the server. If you fail to sync, your changes or work will not be captured in the server.

Accept Work Invitation Alarm

When an RSA work is created in the Web App, nearby technicians receive a work invitation on their mobile app, accompanied by an alarm that plays for a specific duration. In this section, we will explore how this process works within the Effort mobile app.

  1. On the effort mobile app home page, the technicians will receive a work invitation as shown below:
  2. Tap Accept to accept the work invitation.
  3. Tap OK in the confirmation pop-up.
  4. The work will be assigned to the technician.

Complete RSA Work in Mobile App

In this section, we will explore how a technicians completes an RSA work using the Effort mobile app after accepting the work invitation.

  1. On the effort mobile app home screen, tap on the action item under the Actions Required section. Alternatively, you can tap the Roadside Assistance card.
  2. Tap on the call icon to view the contact numbers.
  3. Tap on the required number to make a call to customer. If there is no response from customer, you will have the option to call call center also.
  4. After connecting with customer, tap on the process card.
  5. On the process screen, you can see the next activities to be performed.
  6. If customer asks you to cancel the work when you make a call to customer, you can execute the Customer Cancelled activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Customer Cancelled activity.
    2. Tap the Cancelation Reasons to select a reason for cancellation.
    3. Select a reason and tap Continue.
    4. Tap Save and then tap Save in the confirmation pop-up.
  7. If the issue is resolved by following instructions you provided over the call, you can tap on the Resolved on Call activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Resolved On Call activity.
    2. Fill in the form and save it.
  8. If you want to cancel the RSA work, you can tap on the Cancel activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Cancel activity.
    2. Fill in the form and save it.
  9. If the vehicle requires towing, you can tap on the Towing Required activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Towing Required activity.
    2. Fill in the form and save it.
  10. If you want to go the customer location to fix the issue, tap the Out for Service activity.
  11. If customer asks you to cancel the work after you reach the customer's location, you can execute the Customer Cancelled activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Customer Cancelled activity.
    2. Fill in the form and save it.
  12. If you want to cancel the RSA work after you reach the customer's location, you can tap on the Cancel activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Cancel activity.
    2. Fill in the form and save it.
  13. After you reach the customer and want to complete the service, tap on the Reached activity.
  14. If customer asks you to cancel the work after you reach the customer's location, you can execute the Customer Cancelled activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following.
    1. Tap on the Customer Cancelled activity.
    2. Fill in the form and save it.
  15. After doing the service, if you find that the issue can't be resolved, then you can execute the Cant Rectify activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following. the
    1. Tap on the Cant Rectify activity.
    2. Fill in the form and save it.
  16. After doing the service, if you find that the vehicle requires towing, then you can execute the Towing Required activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following. the
    1. Tap on the Towing Required activity.
    2. Fill in the form and save it.
  17. After doing the service, if the issue is resolved, then you can execute the Resolved activity. As per the configured flow, the RSA process will be completed after executing the following steps. To complete this activity, do the following. the
    1. Tap on the Resolved activity.
    2. Fill in the form and save it.
  18. After you execute the Resolved activity, the process will be completed and marked as resolved. We've successfully executed the RSA work in the effort mobile app.
    Note: After completing the RSA work, make sure to sync the mobile app to mark it as completed on the server.