Work Plans and Task Management
The Work Plans and Task Management capability enables businesses to set up, manage, and track execution of complex service scenarios effectively. It simplifies the service execution experience for complex work. Using this capability, businesses can standardize the service execution process by providing work instructions, estimates, and recommending parts and tools required for the assigned job.
Previously, only one service type could be performed per work order, treating all products the same. This required multiple work orders for different services and limited entitlement checks to the overall Work Order, increasing overhead and reducing efficiency.
With Work Plan and Task Management, service engineers can assign different services to individual products within a single work order. Each service links to a specific work plan, allowing entitlement checks per service, accurate coverage validation, and streamlined execution for complex, real-world scenarios.
This approach reduces the need for multiple work orders per visit, supports more flexible and efficient field service execution, and enables granular entitlement checks to improve accuracy in service coverage validation. It also better aligns with real-world service scenarios, where users need multiple service types for one or more assets.
For more information about Work Plans, Service Products, and Service Tasks, seeWork Plan and Task Management Components.
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Work Plan and Task Management Personas
The following personas manage the Work Plans and Task Management end-to-end flow:
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The business administrator or the SME maintains the work plan library.
Work plans contain:
• Service type
• Tasks with instructions
• Recommended parts
• Recommended tools
• Applies To products/categories
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The customer service executive or the service manager creates and manages work orders or manages work orders created through automated processes.
They perform the following actions:
• Add service tasks to work orders
• Assign work plans to work orders
• Add service products to work orders
• Assign works plans to service products
• Add service tasks to works plans
• View service task and service product execution summary
• Perform entitlement check on Work Plans and Service Products to identify coverages
• Track service task history
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The service engineer, field technician, or the depot engineer performs the following actions:
• Execute work orders
• Execute work plans
• Capture parts consumed
• Confirm tools used
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