Service Management Manuals

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Administrator quick start ​

Learning goals and outcome ​

Configure access, work orders, service processes, dispatch resources, and field operations first. Then enable reports, evaluations, customer portals, and external providers as needed. This guide gives the shortest setup sequence and a verification point for every stage.

Before you begin ​

  • Confirm that your organization has purchased and enabled Service Pass and any required extensions.
  • Use an administrator account with application, object, permission, and process management capabilities.
  • Define the initial work order types, such as repair, installation, or maintenance.
  • Identify test users for intake, dispatch, group dispatch, engineering, service providers, and end users.
  • Prepare a test customer, contact, equipment record, and service address.

Procedure ​

1. Enable the application and role entry points ​

  1. Confirm that Service Pass, CRM, and required extensions are enabled.
  2. Assign roles, object permissions, and data permissions to administrators and frontline users.
  3. Configure Web menus, the home page, and App pages for each role's workbench or tasks.
  4. Sign in with test accounts on Web and App. Confirm that each role sees only required entries and data.

See Configure roles and permissions, Configure the Web menu and home page, and Configure App pages and menus.

2. Configure work orders and intake channels ​

  1. Create the business types, fields, and layouts needed for the initial release.
  2. Identify required customer, contact, equipment, issue, and address fields.
  3. Select intake channels, such as employee submission, customer service, end-user self-service, or email conversion.
  4. Create a test work order through each channel. Verify its fields, business type, and customer relationship.

See Configure work order objects, Configure the customer service portal, and Configure other intake channels.

3. Configure the work order process ​

  1. Select a simple or custom work order process based on your complexity.
  2. Add intake, dispatch, acceptance, field service, report, evaluation, or follow-up stages for each business type.
  3. Set the correct assignee, entry criteria, completion criteria, and routing for every task stage.
  4. Test each stage. Confirm that the next role receives a task after the current role completes its work.

See Select a work order process mode, Configure a simple process, and Configure a custom process.

4. Configure dispatch resources and routing ​

  1. Create engineers and service groups. Assign each group's dispatcher and members.
  2. Choose direct engineer assignment or service group routing followed by group dispatch.
  3. For external service, enable the provider portal, accounts, engineers, and dispatch process.
  4. Enable automatic or manual dispatch, acceptance, rejection, transfer, Gantt, or map dispatch as needed.
  5. Verify that every dispatch role can select only its configured resources.

See Dispatch system and configuration order, Maintain engineer and service group information, and Choose a service provider dispatch path.

5. Configure field service ​

  1. Select general business stages or standard field operations based on task complexity.
  2. Add procedures and actions to the SOP template. Actions can edit work orders, create related records, complete inspections, or generate reports.
  3. Set each action's assignee, required status, prerequisite, and completion criteria.
  4. Configure check-in, location, photo, and check-out rules when you need on-site time tracking.
  5. Verify action ownership and completion with primary and supporting engineer accounts.

See Configure general business stages, Configure an SOP template, and Configure work order check-ins.

6. Configure outcomes and customer access ​

  1. Configure a report template and generation rules when you need service confirmation documents.
  2. Configure evaluation templates, delivery methods, and messages for customer feedback. Add manual follow-up tasks if needed.
  3. Enable the customer portal for self-service submissions or tracking. Configure accounts, permissions, portal entries, and notifications.
  4. Submit a test work order as an end user. Verify progress, reports, evaluations, and notifications.

See Configure service report templates, Configure evaluation templates, and Enable the customer self-service portal.

7. Complete end-to-end acceptance testing ​

  1. Submit an equipment repair test through a planned channel.
  2. Complete intake and confirm that the work order reaches dispatch.
  3. Assign it with a dispatcher or service group dispatcher account.
  4. Accept it and complete the configured field operations and check-ins as an engineer.
  5. Generate a report and complete the configured signature, evaluation, or follow-up.
  6. Review assignees, service records, reports, and feedback on the work order.

Expected results ​

  • Each role can access its configured Web or App menus, workbenches, and task lists.
  • Submitted work orders enter the designed business type and service process.
  • Dispatch scope, engineer tasks, and field actions match the configuration.
  • Reports, evaluations, follow-ups, portals, and notifications appear only when enabled and eligible.
  • A test work order completes its intended process without missing assignees, actions, or permissions.

Notes ​

  • Start with one minimum viable process. Complete end-to-end testing before adding more business types.
  • Button labels, primary actions, required validation, and notification channels are configurable.
  • Automatic dispatch can fall back to manual dispatch. Test this path after configuring rules.
  • Web and App capabilities differ. Validate procedure check-ins in the App.
  • Include phased portal capabilities only when they are enabled for your organization.