The Work Order Management feature provides schedulers with a guided process to schedule appointments within the boundaries of the client’s Service Agreement and within their allocated budget, this includes:
The ability to schedule recurring appointments.
The ability to schedule many participants within the one appointment.
A targeted view of services that are specific to the client’s needs.
A preview of the budget expenditure based on the selected agreement items.
The feature can be launched from the Service Agreement record and guide the scheduler through a scheduling wizard that captures all the necessary attributes to successfully schedule a Service Appointment in Field Service.
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Accessing Work Order Management
Work Order Management can be accessed in 2 ways.
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Go to the
Work Order Managementtab in the Services App or via the App Launcher.This method is typically used when you want to schedule multiple participants in the same
Service Appointment.
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Work Order Management Walkthrough
Work Order Details
Step 1 in the Work Order Management wizard is to enter the some basic information on who is receiving the service and where they will be receiving the service.
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Participant Section
Contactis the participant who will be receiving the service. This becomes a multi-select when Multi Participant Scheduling is selected.Service Agreementis filtered based on the selected Participant and is where the funds will be drawn for the selected services.
Work Order Details Section
Service Territoryis the area of the organisation where the service is being delivered.Locationis the address where the service is being delivered, this is configured on a participant's Contact record.
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Support Items
Step 2 in the Work Order Management wizard shows you a list of Support Items that are available for the participant on their Service Agreement.
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The Preview Icon will be available in the far right Actions column of the
Support Itemstable if anAgreement Itemhas been set to flexible, meaning that we are able to change theSupport Itemthat is delivered to a differentSupport Itemwithin the sameSupport Category. The below screen will open when you click the Preview Icon and allow you to update theSupport Item.
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Schedule Service Appointments
Step 3 in the Work Order Management wizard allows you to schedule the Service Appointments for delivery.
The schedule will default based on the schedule that has been configured on the
Agreement Itemrelated to the selectedSupport Item.Start DateandEnd Daterepresents the timeframe thatService Appointmentswill be created for based on the selectedService FrequencyandDays of the Week.Service Appointment Start TimeandService Appointment End Timeis the timeframe for delivering theService Appointmenton any of the scheduled days.Prioritywill be factored into auto-scheduling rules when finding suitable resources for theService Appointment.Note:This is not used if you assign a
Service ResourcethroughWork Order Managementbut might be used if aService Resourcebecomes unavailable and you need to find a newService Resource.
Service Frequencydefines the recurring schedule for creating the Service Appointment.Repeat Everywill define how often to create the Service Appointments. Example:Repeat Every 1 Weekwill repeat the Service Appointments every week.Repeat Every 2 Weekswill repeat the Service Appointments every fortnight.
Days of The Weekdefines the days of the week to schedule the Service Appointments.
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If more than one Support Item is selected, you will see the Service Duration section under the Schedule Service Appointments step of the wizard. This section allows you to specify the Start Time and End Time of the selected Support Items so that Invoice Line Items can be created with the correct Quantity.
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Summary
Step 4 of the Work Order Management wizard provides a preview of the services that have been scheduled, the associated costs compared to available funds and allows you to assign Service Resources.
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