CCS - Work Plans & Work Types
- Tim Sweeney
Analytics
Work plans are a set of prescribed steps that guide front-line and back-office workers on how to complete a work order. By following steps in work plans, field service teams can complete assignments quickly, consistently, and with less guesswork.
Work plans appear on a work order or work order line item. Each plan shows an ordered list of work steps. A work step can be a simple instruction such as “Put on your safety goggles.” Or it can be a quick action or a field service mobile flow that guides workers through a procedure.
To make work steps and work plans easier to manage, they’re created from templates. Templates help reuse plans and common steps across these plans. For example, service managers can reuse a work plan template for safety checks and add steps for work in an earthquake zone.
Work Plan Setup & Configuration
On a Product record, we have the ability to associate a WorkType, the Work Type is related to a WorkPlanTemplate via the WorkPlanSelectionRule related list on the WorkType record.
When a Product is associated to WorkOrderLineItem through the Agreement_Item__c (Agreement_Item__r.maica__Product__c) then we retrieve the most recent WorkPlanTemplate from the WorkPlanSelectionRule where IsActive = TRUE from the WorkType related to the Product and assign it to the WorkOrder.
Work Plan Creation
Work Plans will be created if the following criteria are met:
IF WorkOrderLineItem.WorkOrder != NULL
AND WorkOrderLineItem.maica__Agreement_Item__c != NULL
AND WorkOrderLineItem.maica__Agreement_Item__c.Product.WorkType != NULL
A Work Plan will be created as WorkPlan.Name = Work Plan's Name as Work Order Number + Work Plan Template.Name
Example of a Work Plan Name: “003982 Community Participation Template”
Work Types
Work Types define the work that is delivered during a Work Order. Work Types can require specific skills from resources to be able to be delivered, which helps facilitate scheduling by ensuring that resources with specific skills are utilised to deliver the appropriate work types.
Create a Work Type
Search for Work Types in the App Launcher
Click Create New
Fill in the relevant Fields such as
Name, Description, Estimate Duration and Duration Type
Assign Skills to a Work Type
Work types also map skill requirements for work type groups to ensure that users can create appointments only with service resources who have the necessary skills.
From the Work Type record, go to the Related tab and select New to add Skills against the Work Type.
Assign a Work Type to a Product
Go to a
Productrecord and Click editIn the
Work Typelookup field, select theWork Typeand save
Additional Resources
Work Plan Selection Rulesare assigned the Work Type Record. More information can be found here.
Logic notes
Object Relationships
Automation Processes
Assign the
WorkTypeto theWorkOrderLineItembased on the relatedProductfrom theAgreement_Item__c(Agreement_Item__r.maica__Product__c).Work Order Line Item Trigger:
AWork Planis created for aWork OrderwhenWork Order Line Itemis created or updated withAgreement Item.Product.Work Type != NULLandWork Plan Selection Rulerecord exists whereWork Plan Selection Rule.Work Type = Agreement Item.Product.Work Type