End-to-end equipment repair quick start

Learning goals and outcome

An equipment repair process begins when a customer reports an issue. It continues through intake, dispatch, field service, confirmation, and customer feedback. Your organization can enable only the stages it needs. Optional stages include service requests, service groups, task acceptance, providers, SOPs, reports, evaluations, and follow-ups.

Use this table to identify each stage, its owner, entry point, and outcome.

Stage	Primary roles	Common entry point	Main action	Result
Submit a need	End user, customer service agent, employee	Customer service portal, service request, or work order	Describe the issue and provide customer, contact, equipment, and address details	A service request or work order is created
Intake	Intake agent, work order assignee	Service request or work order task	Claim and complete the record; close or convert a request	The work order enters its configured service process
Dispatch	Dispatcher, service group dispatcher	Tasks > Work Orders Pending Assignment	Assign a group, internal engineer, or external provider	A downstream dispatcher or engineer receives a task
Accept	Internal or provider engineer	Engineer workbench or provider portal	Accept, reject, or transfer as configured	Field service begins, or the task returns for reassignment
Field service	Internal or provider engineer	Field service task, Perform Field Operations	Complete procedures, actions, inspections, and check-ins	Field records are saved and the service stage completes
Confirm service	Engineer, customer, follow-up agent	Report, evaluation, or follow-up task	Generate, sign, evaluate, or follow up	Service results and feedback are retained

Before you begin

• Your organization has purchased and enabled the required Service Pass capabilities.
• Each participant has the required CRM and Service Pass access.
• An administrator has configured the business type, fields, process, assignees, and workbench entries.
• Prepare a test customer, contact, equipment record, issue description, and service address.
• Decide whether the test uses an internal engineer or an external service provider.

Procedure

1. Submit and accept the service need

1. Submit a service request or work order through an available portal, WeChat, H5, web, or equipment code entry point. Employees can use Work Orders > New Work Order for a customer.
2. For a service request, claim it from the task list and add intake details. Then close it or convert it to a work order.
3. For a direct work order, verify the customer, contact, equipment, issue, and address. Complete the current intake task.
4. Confirm that the work order advances to the next configured stage.

2. Assign service resources

1. In Tasks > Work Orders Pending Assignment, open the work order. Verify its area, schedule, skills, and address.
2. Assign an engineer directly or assign a service group for internal dispatch.
3. For external service, assign a provider, provider service group, or provider engineer. A provider dispatcher might need to complete internal dispatch.
4. Verify the updated service group, provider, primary engineer, or supporting engineers on the work order.

3. Accept and perform field service

1. Open the assigned work order in the engineer workbench. If the process includes acceptance, select Accept. Rejected or transferred work follows the configured routing rules.
2. When the work order reaches its SOP stage, select Perform Field Operations.
3. Complete the displayed actions in order. Actions can edit records, create related records, or complete inspection groups.
4. If the App requires procedure check-ins, check in first. Use Check Out for Departure when leaving temporarily. Use Check Out on Completion when the procedure is complete. Web does not support procedure check-ins.
5. Complete all required actions and check-outs. Then select Complete to submit the SOP.

4. Confirm the service result

1. When Generate Service Report is available, verify the report and request an on-site or remote signature as needed.
2. When an evaluation QR code or invitation is available, ask the customer to submit an evaluation.
3. If the process includes a manual follow-up, record its result in the relevant task.
4. Verify the saved service records, report, evaluation, or follow-up. Confirm whether the process advances or ends.

Expected results

• The service request closes or converts to a work order, or the direct submission creates a work order.
• The work order shows the assigned group, provider, primary engineer, or supporting engineers.
• The next assignee can see the corresponding task.
• Field actions, inspection results, and optional check-ins are retained on related records.
• Enabled reports, evaluations, or follow-ups appear with their results.
• The process completes, advances, or ends according to your configuration.

Notes

• A service request and a work order are different business records. Requests require an intake decision; work orders enter the configured work order process.
• Acceptance, map dispatch, providers, check-ins, reports, evaluations, and follow-ups are configurable. Do not expect entry points for disabled features.
• Enterprise dispatchers, group dispatchers, provider dispatchers, and engineers have different scopes.
• Save retains current data. Complete submits the current task or stage and can trigger required-field validation.

Related topics

• Administrator quick start
• Dispatcher quick start
• Engineer quick start
• Service provider quick start
• End-user quick start
• Field service process overview
• Accept multichannel work orders
• Handle service evaluations