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Initiate Field Service Jobs

Learning Objectives

After completing this unit, you’ll be able to:
  • Clarify the difference between a work type and a work order.
  • Identify when work order line items are needed.
  • Assign work orders to available service resources or mobile workers.

Create Work Orders

You run an awesome organization and everyone wants your product or service. To keep your reputation solid, you need to ensure your customers get what they’ve asked for. When your customers request your services or products, your agents create work orders.

A work order is a specific customer request for field service. Having a work type to keep track of everything needed to complete the request is helpful but not necessary.

First, you need to place the Work Type field on the Work Order page layout.

  1. From the Setup Object Manager, enter Work Order in the Find in page box and select Work Order.
  2. Click Page Layouts.
  3. Click Work Order Layout in the Page Layout Name column.
  4. Drag Work Type to the Information section. (Enter Work Type in the Quick Find box if you don’t see Work Type in the Fields list.)
  5. Click Related Lists.
  6. Drag Products Consumed and Products Required to the Related Lists section. If a dialog asks if you want to overwrite users’ related list customizations, click Yes.
  7. Click Save.

Next, you need to create a work order for your client who needs a longer cable.

  1. From the App Launcher, type Work Orders in the Find an app or item box, and then select Work Orders.
  2. Click New.
  3. For Status, select New.
  4. For Priority, select High.
  5. For Work Type, use the lookup to select Cable Install.
  6. For Subject, enter Install longer connection cable.
  7. For Description, enter Longer cable.
    Important

    Important

    This will come up in the hands-on challenge, just enter “Longer cable”.

    Create a work order page
  8. Click Save.

You’ve got an order to install some cable, but that might not be the only task our mobile workforce needs to perform. It’s time to create some work order line items for any sub-tasks.

Create Work Order Line Items

Work order line items are smaller tasks needed to complete the original request. For example, a worker needs to drill holes for a cable installation at a customer site. Work order line items function the same way work orders do, only they are associated with a parent work order.

First, you must add the work type field to the work order line item layout.

  1. From the Setup Object Manager, enter Work Order Line Item in the Find in page box and select Work Order Line Item.
  2. Click Page Layouts.
  3. Click Work Order Line Item Layout in the Page Layout Name column.
  4. Drag Work Type to the Information section. (Enter Work Type in the Quick Find box if you don’t see Work Type in the Fields list.)
  5. Click Related Lists.
  6. Drag Products Consumed and Products Required to the Related Lists section.
  7. Click Save. If a dialog asks if you want to overwrite users’ related list customizations, click Yes.

Next, you need to create a work order line item to drill holes for the cable.

  1. From the App Launcher, type Work Orders in the Find an app or item box, and then select Work Orders.
  2. Click the work order number for Install longer connection cable.
  3. Go to the Related tab.
  4. On the Work Order Line Item related list, click New.
  5. Use the work type search to select Drill Cable Holes.
  6. For Description, enter Drill.
    Important

    Important

    This will come up in the hands-on challenge, just enter “Drill”.

  7. Click Save.

Alright, you’ve got a work order with a line item. Now assign the work order to a mobile worker (called a service resource in Salesforce) to get the cable installed.

Assign Service Appointments

That work order is not going to work itself. Luckily, you’ve got the perfect tech for the job, Jane Cando! Service appointments assign a date, time, and service resource (in this case, Jane) to the work order or work order line item.

  1. From the App Launcher, type Work Orders in the Find an app or item box, and then select Work Orders.
  2. Click the work order number for the Install longer connection cable work order.
  3. Go to the Related tab.
  4. In the Service Appointments related list, notice an appointment was automatically created.
  5. Click the appointment number. Notice that most of the appointment fields are already filled in.
  6. Go to the Related tab.
  7. On the Assigned Resources related list, click New.
  8. Use the Service Resource lookup to select Jane Cando.
  9. Click Save.
  10. Go to the Details tab.
  11. For Status, select Scheduled. Notice that the earliest start and due dates are automatically set.
  12. For Scheduled Start, enter a weekday between the permitted start and the due date at 2:00 PM.
  13. For Scheduled End, enter the same day as the schedule start but at 4:00 PM.
    Edit service appointment page
  14. Click Save.

The service appointment is scheduled and Jane is on the job. Once she finishes, she can update the service appointment status directly!

Resources

Lightning bolt icon used to indicate that the content is for Lightning Experience

Remember, this module is meant for Lightning Experience. When you launch your hands-on org, switch to Lightning Experience to complete this challenge.

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