Field service business process overview

Learn the main stages from work order intake through customer review and follow-up. This article also identifies each stage's owner and next task.

Overview

A typical equipment repair process includes intake, dispatch, engineer acceptance, on-site service, service reporting, customer review, and follow-up. Smaller teams can assign engineers directly. Larger teams can assign a service group first, whose dispatcher then assigns an engineer.

Before you begin

• Use the Service Pass account assigned to your role.
• Confirm your role in the process, such as intake agent, dispatcher, service group dispatcher, or field engineer.
• Your organization configures page access, visible fields, and actions. Process only tasks that your account can access.

Procedure

1. Submit and accept a service need

1. Internal employees can record customer needs from Work Orders > New Work Order. Support agents can also create work orders from the customer service workspace.
2. End users can submit requests through a WeChat service account, mini program, H5 portal, or equipment QR code.
3. The intake agent verifies the customer, contact, equipment, and service details. The work order then enters the dispatch stage.

Work orders from other systems can enter Service Pass through configured integrations. Custom apps, websites, or mini programs require help from your development team.

2. Assign the work order

Organizations usually use one of these dispatch paths:

Dispatch path	Use case	Owner
A dispatcher assigns an engineer directly	Small teams or simple dispatch relationships	The dispatcher selects an engineer
A dispatcher assigns a service group, then the group assigns an engineer	Teams grouped by region or specialty	The dispatcher selects a group; the group dispatcher selects an engineer

1. The dispatcher completes the first assignment from their pending assignment tasks.
2. If the work order enters a service group, that group's dispatcher completes the internal assignment.
3. The assigned engineer receives the work order and proceeds to acceptance and on-site service.

Your organization controls automatic dispatch rules and whether unmatched work orders enter manual dispatch.

3. Accept and perform on-site service

1. The engineer reviews assigned work orders and accepts or rejects each order as configured.
2. After accepting the order, the engineer follows its standard on-site procedures.
3. If the process requires a service report, the engineer completes and generates it from the related task.

For detailed instructions, see Accept or reject a work order, Perform standard on-site work, and Generate a service report.

4. Complete the customer review and follow-up

1. At the review stage, the engineer invites the customer to submit a review. The customer can also open the review link sent by the system.
2. The customer submits the review through a QR code or message link.
3. If your organization uses manual follow-ups, the assigned agent processes the follow-up task.

Expected result

Stage	Owner	Result
Work order intake	Intake agent	A service need becomes a dispatch-ready work order
Work order assignment	Dispatcher or service group dispatcher	The work order has an assigned engineer
On-site service	Engineer	The engineer completes all required on-site tasks
Service report	Engineer	The engineer generates a report linked to the work order when required
Review and follow-up	Customer, review agent, or follow-up agent	The system records the service experience in a review or follow-up

Notes

• Service group dispatchers process only tasks assigned to their group. Organization-level dispatchers manage the first assignment across the organization.
• Your organization can enable or adjust automatic dispatch, acceptance, rejection, service reports, reviews, and follow-ups.

Related topics

• Create a work order
• Assign a service group
• Assign an engineer
• Use the engineer workspace
• Submit a service review