Service provider quick start

Learning goals and outcome

After an enterprise assigns a work order to an external provider, a provider dispatcher can manage it and assign an engineer. Some processes assign the engineer directly or use automatic dispatch. Provider engineers process only tasks assigned to them.

Role	Primary task	Next role
Enterprise dispatcher	Assign the provider, provider service group, or provider engineer	Provider dispatcher or engineer
Service provider dispatcher	Manage provider work orders and complete internal dispatch	Engineer in the current provider
Service provider engineer	Accept the work order and perform field service	Next assignee in the enterprise process

Before you begin

• The enterprise has enabled the provider portal and created accounts for the provider, dispatcher, and engineers.
• Your account can access the target work order and provider workbench.
• The enterprise has configured provider routing. For manual dispatch, the work order appears in the provider dispatcher's tasks.
• Before field work, confirm that the work order is assigned to the current engineer.

Procedure

1. Open the provider workbench

1. Sign in through the enterprise-provided web page, WeChat service account, or ShareCRM App entry point.
2. Review pending work orders, processed work orders, or other configured menus.
3. Open the work order. Verify the customer, contact, equipment, address, issue, and current stage.

The enterprise configures visible menus, work orders, and fields for each provider account. If content is missing, confirm the account's provider and data permissions.

2. Determine whether manual dispatch is required

1. Check whether the work order already identifies a provider engineer.
2. Do not dispatch it again when automatic or enterprise assignment already selected the engineer.
3. If only a provider or provider service group is assigned, the provider dispatcher completes internal dispatch.
4. An unmatched automatic dispatch can return to a manual dispatch task, depending on the process.

3. Dispatch within the provider

1. Select the work order from the pending assignment list and select the displayed assignment action.
2. Select an engineer within the current provider. For provider service groups, select an engineer in the relevant group.
3. Select supporting engineers when the page permits collaborative service.
4. Confirm the assignment. Verify the provider engineer and current assignee on the work order.
5. Ask the selected engineer to confirm that the field service task appears in the workbench.

4. Perform field service as a provider engineer

1. Open the assigned work order in the provider portal or engineer task list.
2. Accept the task if the current process includes acceptance. Otherwise, open the field service stage directly.
3. Select Perform Field Operations, or the equivalent action. Complete record edits, related records, and inspection groups in order.
4. When the App shows procedure check-ins, check in before working. Use departure or completion check-out as required. Web does not support procedure check-ins.
5. Complete all required actions, then select Complete to submit the field service task.
6. If report or evaluation actions are available, generate the report, request a signature, or display the evaluation QR code.

5. Confirm the result

1. As a provider dispatcher, review the current assignee and progress in the provider work order list.
2. As a provider engineer, verify saved field records and the updated stage on the work order.
3. If review, evaluation, or follow-up stages remain, wait for the next role. Completing field work does not complete the entire work order.

Expected results

• The provider dispatcher can access work orders assigned to the current provider.
• After manual dispatch, the selected engineer receives a task.
• Direct or automatic assignment does not create a duplicate provider dispatch task.
• Field actions and optional check-ins are saved, and the stage completes or advances.
• Enabled reports or evaluations appear with their current status.

Troubleshooting

The provider workbench does not show the work order

Confirm that the enterprise assigned it to the current provider. Verify that the signed-in account belongs to that provider. Ask an administrator to review portal menus, object permissions, and data permissions.

The provider dispatcher cannot select an engineer

Confirm that the person is an active engineer for the current provider and belongs to the allowed provider or service group scope.

The work order did not enter manual dispatch

It might have matched an automatic rule or received a direct enterprise assignment. Check the current assignee before taking action.

The provider engineer cannot see field operations

Confirm that the work order is assigned to the engineer and has reached field service. The enterprise process and SOP configuration determine actions and completion criteria.

Notes

• Provider dispatchers and enterprise dispatchers have different scopes. Provider dispatchers manage only tasks within their provider.
• Provider engineers complete only their assigned actions. Primary and supporting engineer records remain independent.
• Complete ends the current SOP stage. Later review, report, evaluation, or follow-up stages can remain.

Related topics

• Use the provider workbench
• Manage provider work orders
• Dispatch within a service provider
• Provider engineer field service
• Assign an external service provider
• Engineer quick start