Creating Account Visits and Logging Travel Entries

When on-site work is required to resolve a case, the Support team must log their visits and related travel separately. Account Visits record the visitor, purpose, and schedule of the visit, while Travel Entries track the time spent commuting to and from the site, entered per calendar day based on the actual trip.

While account visits and travel entries provide information for the visit, any support work performed during the visit should still be documented through case entries to keep everything tied to the case.

Note

In the case of support performed in a remote manner, you do not need to use this mechanism and instead simply rely on notes via Case and Case Entries.

Account Visits Types

The following are the types of account visits.

Type	Description
Installation	Prepares and installs systems at customer sites, including hardware setup, software configuration, Installation Qualification (IQ), and user training.
Service	Prepares and installs systems at customer sites, including hardware setup, software configuration, Installation Qualification (IQ), and user training.
Demo	Performs maintenance tasks, addresses hardware or software issues, or does diagnostics on systems to restore or maintain system functionality.
Formulatrix Internal	Handles internal company activities such as training sessions, visa processing, internal meetings, system testing, or collaborative work with other Formulatrix teams.
Other	Covers visits that do not fit into the other categories, such as courtesy calls, vendor meetings, or public relations activities.

To create an account visit and travel entry:

1. In the CRM application, open the Account Visits table and create a new record.

2. Complete the information in the provided fields in the Create New Account Visits window.

   Note

   If the account type is Customer (Industry), Customer (Academic), Distributor, or Integrator, you must enter an End Date before creating.

3. Click Create once finished.

   Note

   • TIGA automatically creates an account visit record and generates travel entries. Each entry includes the Travel Date and a default Travel Time value of -1. It is used as a reminder for FSEs to update it manually later.

     

     Account Visit and Travel Entry

   • An email confirming the account visit is sent to both the visitor and the support manager.

     

     Account Visit Email

4. Update the travel entry record by entering the actual travel time and description for each travel day in the Account Visit Travel Entries/Related Tables.

5. Add or link the visit to the related case entries in the Case Entries/Related Tables.

   

   Add or Link Case Entries

Post Condition:

TIGA automatically adds case entries to the Case Entries/Related Tables.