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.
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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