CRM:

In this Blog we will see How to Converting a case to a work order in field service CRM.

Once a case is validated, it needs to be converted into a Work Order to dispatch a technician and resolve the issue effectively.

Field Service CRM

1. Open the Case to be Converted
  • Log in to Field Service CRM.
  • In the left Navigation Panel, go to Service > Cases.

  • Locate the Case that needs to be converted.

  • Click on the Case Name to open the Case form.

2. Open the Case to be Converted
  • Inside the Case record, find the Command Bar (Top Menu).

  • Click on Convert to Work Order.

  • A new Work Order form will open with auto-filled details from the Case.

3. Verify Work Order Details

Once the Work Order form opens, ensure all details are correct:

  • Work Order Type

Navigate to the Work Order Type field.

Select the appropriate type (e.g., Installation, Maintenance, Repair).

  • Customer & Service Account

Check that the Customer field is populated correctly.

Ensure the Service Account (customer’s location) is filled.

  • Priority & Status

Navigate to the Priority field and choose Low, Medium, or High.

Check the Status field (default: Open – Unscheduled).

  • Incident Type (Mandatory Field)

Navigate to the Incident Type dropdown.

Select the appropriate issue type (e.g., Equipment Failure, Software Issue).

  • Description

Review the Description field to ensure the issue is clearly defined.

4. Assign the Work Order
  • Go to the “Service” Tab.
  • Select a Technician

Click on the Resources sub-grid.

Choose a technician manually or use auto-assignment based on availability and skills.

Schedule Date & Time

Navigate to the Scheduled Start & End Date fields.

Select the appropriate date and time for service.

  • Assign the Service Territory

    • Click on the Territory field and select the relevant service area.

Work Order Service & Products:

  • Services: Ensure the correct service is added.

  • Products: If spare parts are required, add them under the Products tab.

5. Assign the Work Order
  • Click on the Related tab.

  • Select Resources and click + Add New Resource.

  • Choose a Technician manually or use auto-assignment based on availability and skills.

  • Click Save & Close.

6. Save & Track Work Order Progress
  • Click Save & Close to finalize the Work Order.

  • Use the Work Order Timeline to monitor updates and track progress.

  • Enable automated notifications to inform the customer about the service status.

Next Step: Scheduling & Dispatching the Technician 

Now that the Work Order is created, the next step is to schedule and dispatch a technician for service execution. Let me know if you need a detailed breakdown of the scheduling process!

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