Configure an equipment repair example

Use this manufacturing example to build a basic process from work order intake and two-level dispatch through on-site service, reporting, rating, and follow-up.

Overview

This example applies when engineers perform on-site installation or repair and your organization needs standardized service delivery. A dispatcher assigns a service group first. A group dispatcher then assigns an engineer.

Process stage	Primary role	Configuration focus
Work order intake	Intake agent	Work order business type, fields, and layout
Group dispatch	Dispatcher	Service group assignment node and dispatch method
Group assignment	Service group dispatcher	Assignment to an engineer in the group
On-site service	Engineer	On-site SOP or business node
Service report	Engineer	Report generation as required by the process
Rating and follow-up	Customer, rating agent, or follow-up agent	Service rating node and subsequent follow-up

Before you begin

• Purchase and activate Service Pass. Use an account with object, role, and process configuration permissions.
• Prepare test accounts, contacts, equipment, products, and other master data.
• Identify test accounts for intake agents, dispatchers, service group dispatchers, engineers, and work order reviewers.
• Define required work order information, service group structure, and on-site service activities.

Configuration steps

1. Configure the work order object

1. Create or select a work order business type for repair, installation, or maintenance.
2. Configure fields for new work orders. Assign web and mobile layouts to the business type.
3. Keep the information needed by intake, dispatch, and on-site roles on the detail page and in lists.
4. Grant intake agents, dispatchers, and engineers the required object, business type, and operation permissions.

For details, see Configure work order objects.

2. Configure service groups and engineers

1. Create service groups by region, product, or service capability.
2. Add engineers to each group and designate the group dispatchers.
3. Prepare an enterprise dispatcher who assigns work orders to service groups.
4. Confirm that group dispatchers can process only unassigned work orders in their own group.

For details, see Maintain engineer and service group information.

3. Configure two-level dispatch

1. Add an Assign Service Group node to the work order process.
2. Configure automatic dispatch rules or a manual dispatch scope. Work orders that do not match a rule can proceed to manual dispatch.
3. Add an Assign Within Service Group node after the group assignment.
4. Confirm that a service group is assigned before this node, or that the work order's service group field already has a value.
5. Enable automatic group dispatch or let a group dispatcher select an engineer manually.

4. Configure on-site engineer service

1. Add an engineer task node after dispatch.
2. For a standard business node, configure the work order fields to update or the related service record to create.
3. To standardize on-site actions, configure an SOP template and invoke the corresponding node in the process.
4. To create a service report, configure the report template and generation node after on-site service.

See Configure on-site standard operations templates and Configure service report templates.

5. Configure ratings and follow-ups

1. Configure a service rating template and external-user permissions.
2. Add a Service Rating node to the work order process.
3. Configure whether a rating is required, the invitation channel, and behavior when the customer does not submit a rating.
4. Add a follow-up task after the rating when a manual follow-up is required.

See Configure a service rating template and Configure a manual follow-up.

6. Validate the complete process

1. Sign in as an intake agent and create an equipment repair test work order.
2. Advance it to Assign Service Group, and have the dispatcher select the test group.
3. Sign in as that group's dispatcher and assign the work order to a test engineer.
4. Sign in as the engineer, accept the work order, and complete the configured on-site tasks and report.
5. Validate the customer rating entry point and follow-up task.
6. Confirm that the work order passes through every node in the configured order.

Expected results and validation

• An intake agent can create a repair work order with the specified business type.
• The enterprise dispatcher selects only a service group. The group dispatcher then selects an engineer in that group.
• The engineer can complete the configured on-site tasks and service report.
• The process advances to the configured rating and follow-up stages.

Troubleshooting

The work order does not enter group assignment

Confirm that the previous node assigned a service group and that the work order's service group field has a value.

The group dispatcher cannot see the unassigned work order

Confirm that the user is a dispatcher for the assigned group and that the work order is in that group.

The engineer receives the work order without an on-site task

Confirm that the on-site node follows the dispatch node and uses the correct template and assignee configuration.

Notes

• This example uses two-level dispatch. Smaller teams can use a process in which an enterprise dispatcher assigns engineers directly.
• Automatic and manual dispatch can coexist at one node. Node settings determine whether unmatched work orders proceed to manual dispatch.
• Validate roles, fields, and nodes with test accounts and work orders before applying the configuration to production.

Related topics

• Service Pass implementation process
• Configure a custom work order process
• Maintain engineer and service group information
• Configure on-site standard operations templates