Service Management Manuals

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Perform on-site service as a provider engineer ​

Overview ​

After provider assignment, complete the configured on-site SOP from your work order task. Activities can include object updates, related records, inspections, clock-in, service reports, and review QR codes.

Process only tasks assigned to you. Permissions and the connected process control workspace entries, fields, and actions.

Before you begin ​

  • An upstream or provider dispatcher assigned the work order to you, and it reached a field service node.
  • Your account can open the work order and task from the provider portal or engineer tasks.
  • Prepare customer, equipment, inspection, and service-result information.
  • If clock-in is required, use a mobile device with location access. The web does not support procedure clock-in.

Procedure ​

Perform on-site work in the App ​

  1. In the ShareCRM App provider portal or engineer tasks, open your assigned field service task.
  2. Select Perform On-site Work or the equivalent action.
  3. If prompted, select Clock In before performing procedure actions.
  4. Complete displayed actions in order, such as edits, related records, child records, and inspections.
  5. When temporarily leaving, select Leave-site Clock-out. Clock in again when you return.
  6. After completing the procedure, select Completion Clock-out. Continue any remaining procedures.
  7. Complete all required actions, then select Complete.

Perform on-site work on the web ​

  1. Open your assigned SOP task from web tasks or the work order process node.
  2. Select Perform On-site Work.
  3. Complete displayed edits, related records, child records, and inspections.
  4. Complete all required actions, then select Complete or the equivalent action.

The web does not support procedure clock-in or clock-out. Available actions and skip options depend on the current SOP.

Generate a service report ​

  1. At the field service or work order node, select Generate Service Report.
  2. Verify the customer, service content, and results. Select Edit for permitted fields.
  3. For customer confirmation, select Send to Customer for Signature. Complete on-site engineer signatures on mobile.
  4. Return to work order details and verify the report and status.

Invite a customer to submit a review ​

  1. After service, open the review QR-code action when available.
  2. Show the QR code and ask the customer to scan it with WeChat.
  3. After submission, return to the work order or task and verify the result.

Understand completion ​

  • Completing one action records only that action. Required remaining actions block procedure and SOP completion.
  • Completion Clock-out ends the current clocked-in procedure, not the complete SOP.
  • Complete submits the SOP and can validate required actions, prerequisites, and other conditions.
  • Post-actions and process rules determine whether SOP submission immediately completes the node.

App and web differences ​

CapabilityAppWeb
Perform SOP actionsSupportedSupported
Procedure clock-in and clock-outSupported when displayedNot supported
Edit objects, related records, and inspectionsSupported when displayedSupported when displayed
Generate service reportsSupported when availableSupported when available

Report and review results ​

  • Generated reports appear in Service Reports, and Service Report Status changes to Completed.
  • A review QR code appears only when the process provides that action.
  • The review task controls fields, signatures, and customer sign-in requirements.

Expected result ​

  • You can open assigned field service tasks and see the required SOP actions.
  • The App records clock-in, actions, clock-out, and completion in sequence. The web omits clock-in controls.
  • SOP completion advances or completes the current work order node.
  • Generated reports appear in related records with a completed status.
  • Customers can open an available review entry, and you can verify the resulting status.

Troubleshooting ​

Perform On-site Work is unavailable ​

Check the current node and owner. The work order might not be assigned to you or might lack the required activity permission.

Clock In is unavailable in the App ​

Only clock-enabled procedures show this action. Confirm that you use mobile and that the procedure has started.

You cannot clock in on the web ​

Use the App for procedure clock-in. You can continue supported SOP actions on the web.

Complete reports unfinished content ​

Review required actions, prerequisites, inspections, and repetition requirements.

The service report is missing or its status does not update ​

Confirm generation in the preview, then refresh the work order. Ask the process owner to check the action and template.

The customer cannot submit through the QR code ​

Confirm that the code belongs to the current review task. Ask the customer to rescan and follow sign-in or submission prompts.