Table of Contents
Future Serviceable Addresses: Overview
Updated
by Jennifer Trower
Read Time: 12 mins
Future Serviceable Addresses make it possible to schedule a job on a subscriber's account before the Serviceable Address is officially assigned to that account. This is most common when a subscriber moves into a location that is currently assigned to another active subscriber. Because every job is tied to a specific address, the work stays linked to the correct location for scheduling, navigation, and historical records, even when the account's address assignment changes over time.
Permissions
Before getting started with the feature, your user roles will need to be adjusted to account for the permissions required to use the Future Serviceable Addresses feature.
How Job Addresses Work
Every job is tied to a specific address where the work takes place. When you create or edit a job, you select that address from a dropdown that lists the account's addresses, each labeled by its relationship to the account:
- Current: the address assigned to the account right now.
- Future: an address scheduled to be assigned on a target date. The label shows that date.
- Previous: an address the account was assigned to in the past.
Because the address is attached to the job directly, the job continues to show the correct work location even if the account's serviceable address changes later. This keeps route planning, Field App navigation, and job history accurate over time.
Creating a Future Serviceable Address
To create a Future Serviceable Address, open the account you're working on. On the Account Overview page, find the Addresses section and click Create Future Serviceable Address.
The Create Future Serviceable Address window opens. Fill out the fields below, add notes if needed, and then click Create.
- Target Date: The date the selected Serviceable Address will be assigned to the account.
- Serviceable Address: An address not currently tied to this subscriber. It may be assigned to another active account in Sonar.
- Notes (optional): Helpful for explaining why the Future Serviceable Address was created.
After you create the Future Serviceable Address, you can see it in the Addresses section on the subscriber's account overview page. It displays the account currently assigned to that address, the target date, and any notes you added.
If you need to make changes, click Edit. This opens the Edit Future Serviceable Address window, where you can choose a new target date and update the notes.
To change the selected Serviceable Address, delete the current Future Serviceable Address first. Click the drop-down arrow and select Delete, then create a new Future Serviceable Address with the correct address.
On the target date, the Target Date field turns red, and a banner appears to remind you it's time for the Future Serviceable Address to become the account's current Service Address.
Once the Future Serviceable Address is applied to the account, it's automatically removed from the Future Serviceable Addresses list on the Account Overview. If it isn't applied, it stays listed, with the target date in red and the banner message, until it's either applied or deleted.
Serviceable Addresses Overview
To view the Future Serviceable Address table, navigate to Location Tools → Future Serviceable Addresses.
Here, you can view and track all Future Serviceable Addresses in your instance. They're listed by target date, and you can open an account by clicking its name in the Target Account column.
Creating and Scheduling a Job
You can create a job for an account from three places in Sonar: Account, Scheduling, or Tickets.
- Account view: Go to the account overview page, open the Jobs tab, and click Create Job.
- In the Create Job window, under Serviceable Address, use the dropdown to select the address where the work takes place. The dropdown lists the account's current, future, and previous addresses, each labeled accordingly. Select the Future Serviceable Address for a move-in job.
- In the Create Job window, under Serviceable Address, use the dropdown to select the address where the work takes place. The dropdown lists the account's current, future, and previous addresses, each labeled accordingly. Select the Future Serviceable Address for a move-in job.
- Scheduling: Go to the Scheduling tab and click Create Job to open the Create Job window. After you choose an assignee, use the Serviceable Address dropdown to select the address, including the Future Serviceable Address.
- Ticket View: Go to the ticket overview page, click the drop-down arrow, and click Create Job.
- In the Create Job window, under Serviceable Address, use the dropdown to select the address, including the Future Serviceable Address.
Viewing Scheduled Jobs
You can view the scheduled job within the Account View or within all three areas of the Scheduling Tab.
- Account view (Jobs tab): After the job is created, you can see the address attached to it. It shows both the account's current address and the address linked to the job.
- Scheduling view: In the Scheduling tab, you can see the scheduled job in all three scheduling views.
- Jobs table view: In the Assignee column, you can see which jobs have a Future Serviceable Address assigned and which do not.
- Dispatcher view: Hover over the job to see a pop-up showing the address assigned to it.
- Weekly view: Hover over the job to see a pop-up showing the address assigned to it.
- Jobs table view: In the Assignee column, you can see which jobs have a Future Serviceable Address assigned and which do not.
Editing a Job
To edit a job, go to the Account or Scheduling tab, select the job, and click Edit.
- Account:
- Scheduling:
- Jobs Table view:
- Dispatcher View:
- Jobs Table view:
When the Edit Job window opens, you can update the address assigned to the job. The Serviceable Address dropdown lists the account's current, future, and previous addresses, each labeled so you know how it relates to the account. Select the address where the work should take place.
The images below show the differences between the Edit Job windows:
The top images are from the Account > Jobs tab or Scheduling views (Table, Dispatcher, or Weekly).
The bottom image is for a job that does not have a Future Serviceable Address assigned.
Checking Into a Job
When checking in to a job, make sure the address assigned to the job matches what the job requires. If the job does not have automated workflows, you may be able to check in without any error.
If the job type includes automated actions, like automatically activating or disconnecting an account when the job is completed, the account's serviceable address must be assigned to the job before you can check in. If it isn't, you'll see an error identifying the address and the job. For example:
Completed Jobs
After a job is completed (successful or failed), you can see the address linked to it by clicking the job details. This opens a sidebar with a preview, or you can select Manage to open the job's Overview page.
Disconnecting an Account
With Future Serviceable Addresses, you can use Scheduled Events to automatically disconnect the current account from the Serviceable Address and then assign that address to the new account.
If you don't use Scheduled Events, you'll need to manually disconnect the current account before you can reassign the Serviceable Address.
Using Global Search
When you search for an account, any Future Serviceable Address assigned to it will appear in the Global Search window. Make sure you're viewing Accounts (not Contacts), then scroll down to the Serviceable Address section.
Using the Field App
In the Sonar Field App, you can view the job's address on the work order, check in, and complete the job.
- If a job has a Future Serviceable Address, it will be labeled Job Address Future Account Address.
- If not, it will simply show Job Address.
Example Use Case
Future Serviceable Addresses are most often used when a subscriber is moving into a location that's currently assigned to another active subscriber, but they aren't limited to that situation. This section covers common scenarios and how to use Future Serviceable Addresses to support your business.
Example 1: New subscriber moving into an occupied address
First, create a new account for the new subscriber, leaving the Serviceable Address blank. Once the account is created, add the move-in address as a Future Serviceable Address. Click Create Future Serviceable Address in the Addresses section on the Account Overview page to open the creation window. Set the Target Date for the Serviceable Address change (for example, August 1st), select the Serviceable Address the subscriber is moving to, and optionally add a note such as "Subscriber is moving to a new address."
New Subscriber's Account
With the Future Serviceable Address entered on the account, you can schedule any necessary work before the move-in date. In this example, the subscriber is subscribing to a Fiber service, which requires a new drop at the location. Create and schedule a job using the Future Serviceable Address assigned to the new subscriber's account. Even though it's the same address as a current subscriber, using the Future Serviceable Address ensures work audits and job analytics are tracked correctly for this subscriber. You can also schedule another series of jobs ahead of time to disconnect the outgoing subscriber and connect the new subscriber at this location. Within these jobs, the normal processes for deactivating an outgoing subscriber and activating an inbound subscriber take place, and your technician can work without any special considerations.
New Subscriber's Job on top | Existing Subscriber's Job on bottom
Finally, create a Scheduled Event on the new subscriber's account, dated for the day of their move, which attaches the Serviceable Address to their account, replacing the Future Serviceable Address and finishing the new account setup.
Existing Subscriber's Account
New Subscriber's Account
Example 2: Existing subscriber moving to a new address
With the Future Serviceable Address entered on the account, create an Installation job on the account for the Future Serviceable Address location. Next, create a Scheduled Event with the target move date to Disconnect the Account from the currently assigned Serviceable Address. Then create a second Scheduled Event to Assign a serviceable address to an account. We recommend scheduling both of these Scheduled Events prior to the scheduled job. This allows the serviceable address to be assigned to the account so the technician can check in to the job without complications.
If you would prefer not to use Scheduled Events, you can update the serviceable address by clicking Edit on the Account Overview page, updating the Serviceable Address, then clicking Save. This option removes the currently associated Serviceable Address and places the Future Serviceable Address on the account without triggering any automated Billing workflows.
