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Service Pass implementation process ​

Overview ​

This guide uses manufacturing equipment repair to show how to configure a work order from intake through service rating and follow-up. The example covers intake, dispatch, engineer assignment, acceptance, on-site SOPs, service reports, ratings, and follow-ups.

The example roles are after-sales supervisor, intake agent, dispatcher, service engineer, and work order reviewer. You can adapt these roles to your organization. However, each process node must identify the next assignee.

Before you begin ​

  • Confirm that your organization purchased Service Pass, CRM, and the required applications or quotas. Some field service capabilities require additional resources.
  • Prepare an administrator account that can access Service Pass system settings and work order process configuration.
  • Prepare test accounts for intake agents, dispatchers, service groups, and engineers.
  • Choose the business type to implement, such as equipment repair or on-site installation.
  • Document the intake channel, dispatch method, on-site service records, and expected service results.
  • Prepare a test work order with account, contact, equipment, and other master data for end-to-end validation.

Procedure ​

1. Confirm the purchase scope and implementation roles ​

  1. Confirm the required Service Pass edition, CRM users, and extensions for your business type. See Purchase and activate Service Pass.
  2. Follow Configure roles and permissions to configure access and permissions for each role.
  3. Record the assignee and next node for every process node. Do not assign enterprise dispatchers, group dispatchers, engineers, or reviewers to the wrong node.

2. Configure work order intake and business types ​

  1. Go to Service Pass > System Settings > All Features and configure the work order fields, layouts, and intake data.
  2. Create a business type for equipment repair or on-site installation. Confirm that users can create work orders from the planned channel.
  3. Create a test work order. Confirm that the intake agent can see the required fields and downstream process data.

For details, see Configure work order objects and Configure the customer service portal.

3. Configure the work order process ​

  1. Go to Service Pass > System Settings > All Features, open work order process configuration, and select New Work Order Process.
  2. Set the initiating object to Work Order, and then open the process designer.
  3. Add nodes for the equipment repair scenario. Assign a service group first, and then assign an engineer within that group. Add an Accept Order node if required.
  4. Choose an on-site service design. Use standard business nodes to update the work order or create related records, or configure advanced field service nodes.
  5. Add Service Report, Service Rating, and Service Follow-up nodes as needed. Assign the correct role to each node.
  6. Assign the process to the applicable work order business type. New work orders of that type start the process automatically.

For node and assignment details, see Configure a custom work order process and Work order process configuration example.

4. Configure on-site service and service results ​

  1. Configure the actions, inspections, or service records that engineers complete at the on-site service node. Add an on-site SOP node when standardized steps are required.
  2. To generate a report after service, configure the report template and generation rule. Place the report node after on-site service.
  3. To collect customer ratings or arrange a manual follow-up, add the relevant nodes. Configure rating methods, messages, and follow-up agents.

For details, see Configure equipment on-site standard operations, Configure service report generation rules, and Configure rating methods and messages.

5. Save and validate the process ​

  1. Select Save Draft while the process is incomplete. After checking nodes, assignees, and business type assignments, select Save and Submit.
  2. Use a test account to create a work order with the configured business type. Confirm that the process starts automatically.
  3. Validate intake, group dispatch, engineer assignment, acceptance, on-site service, reporting, rating, and follow-up in order.
  4. Record the assignee and outcome at each node. Confirm that the work order advances or ends as configured.

Expected results and validation ​

  • The target business type is associated with a submitted work order process.
  • A new test work order starts the process and advances through the configured intake, dispatch, service, and outcome nodes.
  • Each task appears only for the configured role. Engineers can perform on-site actions, and reviewers or follow-up agents can handle subsequent nodes.
  • Report, rating, and follow-up nodes create the configured tasks or records. Capabilities that you did not configure are not required steps.

Troubleshooting ​

The process does not start for a new work order ​

Confirm that the work order business type is assigned to the process and that the initiating object is Work Order. A draft process cannot run as a submitted process.

On-site service or service result nodes are unavailable ​

Confirm that your organization purchased or enabled the required capability. Also check the administrator's feature permissions and purchase any required application or quota.

The engineer does not receive an on-site task ​

Confirm that the dispatch node assigned the work order to the engineer. Check that the on-site service node uses the correct engineer field as its assignee.