Work Orders Flashcards
What information is on a Work Order?
- Description of issue or work to be performed
- Customer or Service Account affected
- Location of work required
- Any products (parts) or services required
- Step-by-step process to complete service (create incidents or service tasks, use durations associate with those to create overall duration estimate)
- Priority
- Estimated duration
- What skills are required
What are Work Order Types? (3)
Installation, Repair, Preventative Maintenance
What are Priority Options?
Rates the importance of the work order, which affects Scheduling Board and automated processes, high priority will go first.
What about the Service Territory?
Organize Work Orders and Resources by geographic area.
What Entities can be associated with a Work Order?
- Incident or Incident Type
- Products
- Services
- Service Tasks
- Characteristics (Skills, Knowledge, or Certifications)
What does an Incident help to do?
Helps to formulate a template for Work Orders, e.g. Incident may have Product already associated with it and this is more automated.
What types of Accounts are there?
Service Account
Billing Account
- You can also add a Sub-Account
What are Service Type Tasks?
Tasks performed by agents at a service location.
Using Incident Types in a Work Order allows you to add related items such as… (3)
Products
Services
Service Tasks
What is the Schedule Board?
Drag-and-Drop interface for scheduling and rescheduling. Highly customizable interface.
What can you filter the Schedule Board by?
Skillsets, Proficiency, Resource Type, Services, Organizational Unit, Team, etc. Can look at info holistically.
What is Unified or Resource Scheduling?
Allows you to Schedule other Entities outside of the Work Order.
What are the ways to manually schedule a Work Order? (3)`
1) Drag unscheduled Work Order from List View.
2) Drag unscheduled Work Order from Map View.
3) Blocking out a spot on the Schedule Board directly.
