Customize Work Orders

Modify Your Work Order Page Layout

You run an awesome organization that gets great customer reviews. To keep your reputation solid, you must 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 track everything needed to complete the request is helpful but not necessary.

First, add a field and two related lists to the Work Order page layout.

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

Create a Work Order

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

1. From the App Launcher, find and select Work Orders.
   
2. Click New.
   
3. For Work Type, use the lookup to select Cable Install.
   
4. For Status, select New.
   
5. For Priority, select High.
   
6. For Subject, enter Install longer connection cable.
   
7. For Description, enter Longer cable.
   

8. Click Save.
   

You’ve got an order to install some cable, but that might not be the only task that your mobile workforce has to perform. It’s time to create some work order line items to represent any subtasks.

Create Work Order Line Items

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

First, you must add a field and two related lists to the work order line item page layout.

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

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

1. From the App Launcher, find and select Work Orders.
   
2. Click the work order number for Install longer connection cable.
   
3. From the Related tab, click New in the Work Order Line Items related list.
   
4. For Work Type, select +New Work Type and enter the following information.
   

• Work Type Name: Drill Cable Holes
• Description: Drill
• Estimated Duration: 5
• Duration Type: Hours
  

5. Click Save.
   
6. Click Save again to create the Work Order Line Item.
   

All right, you’ve created a work order with a line item.

Resources

• Salesforce Help: Manage Field Service Work Orders
• Salesforce Help: Customize Work Order Settings for Field Service
• Salesforce Help: Manage Field Service Appointments
• Salesforce Help: Service Appointment Fields for Field Service