Work Orders

Question 1

What is a Work Order?

Answer 1

• Work Orders capture the essence of the work that needs to be performed by a technician.
• They are used by dispatchers to coordinate and schedule resources as well as to identify any skills that would be required to complete the work order.
• They are typically used for different types of work such as installations, repairs, or preventative maintenance.

Question 2

What fields are on a Work Order?

Answer 2

The information entered into a work order can contain but is not limited to:

• Description of issue or work to be performed
• Customer/Service Account
• Location
• Products (parts) and services that may be needed
• Tasks or steps to Follow
• Priority and estimated duration
• Skills needed

Question 3

How many stages in its lifecycle does a Work Order go through?

Answer 3

5

Question 4

What are those 5 stages?

Answer 4

• Work order creation: A work order is usually created from a case or opportunity
• Schedule: The work order is then scheduled.
• Dispatch: The work order is dispatched.
• Service: The work order is performed and the details are updated.
• Review/Approval: The work order is reviewed and approved by a supervisor.
• Invoice and inventory adjustment: Inventory adjustments are made and an invoice is generated for the corresponding account.

Question 5

What kind of Records are related to Work Orders?

Answer 5

Work Order Types – Categorize Work Orders (Installs, Repairs, Preventative Maintenance).

Priority – Rates the importance of the Work Order. Can be configured and increased or decreased as needed; reflected on Schedule Board.

Service Territory – Organize Work Orders and resources by geographical area.

Incident – Common issues that a customer could report

Products – Items that may be needed for the issue

Services – Determines the services required to complete the Work Order

Service Tasks – Checklist or step-by-step instructions

Characteristics – Skills, knowledge, or certification required

Question 6

What are the Out-of-the-Box statuses for Work Orders?

Answer 6

Open – Unscheduled
Open – Scheduled
Open – In Progress
Open – Completed
Closed – Posted
Closed – Canceled

Question 7

What are Service Tasks?

Answer 7

• Tasks performed by agents at a service location
• Check-lists for agent to follow a specific process
• Durations can be assigned which rolls up to the Work Order duration

Question 8

Work Orders are not considered closed until….

Answer 8

The status is set to Closed-Posted.

Question 9

When Work Orders are closed, the actual record is not deactivated in the application. The Work Order could still potentially be modified

Answer 9

T