Feature Overview
The main units of Complex Work Execution setup are:
• Service Products
• Work Plans
• Service Tasks
Using these units, businesses can effectively manage various service scenarios where single work order is associated with different attributes, as shown in the following illustration.
The Complex Work Execution end-to-end flow is managed by the following personas:
 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 |  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 • Track service task history |  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 |
Components of Complex Work Execution
Service Task
Service task is a smallest unit of work that needs to be performed. It contains the necessary instructions, reference files to support the work, life cycle statuses, and estimates.
• Task can be added to work order or work plan.
• Service engineer can complete the task, add comments, attach photos, and capture actual duration.
• Service tasks can be executed from Web and Mobile application.
Service Product
Service product is the installed product that needs to be serviced. All products that needs to be serviced for the work order are added as service product entries.
Work Plan
Work plan library is the collection of work plan templates
Work plans assigned to the work order or the service product become the actual work plan instances that the service engineer executes.
• Work plan listed in the work plan library is a standardized template for a service type, or for a product/group of products/product category. It contains sequence of tasks, recommends parts, and tools required for the job.
• Service task can be assigned to a service group member or a service team.
• During work plan execution, the end user can view recommended parts, capture consumed part details, confirm whether recommended tools were used, and update task status with optionally adding comments and attachments.
The following illustration depicts the connection between the components to manage complex service scenarios:
