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Create Field Service Work Orders

Create work orders to track work that your team does for customers.

Required Editions

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work orders: Create on work orders
To view work order line items: Read on work orders
To create, update, or delete work order line items: Edit on work orders
  1. From the Work Orders tab or the Work Orders related list on a record, click New.
  2. Optionally, select a work type. Work types are templates that auto-populate these settings on work orders:
    Duration
    Duration Type
    Minimum Crew Size
    Recommended Crew Size
    Service Report Template
    Skill Requirements
    Products Required
    Auto-creation of a service appointment
    Attached knowledge articles
  3. Enter the address for the work order. The work order’s service appointments and line items inherit its address, though the address on line items can be updated.
  4. Optionally, to link each work order line item to a price book entry (product), select a price book.
  5. To track pricing on work orders, enter the tax amount. For example, in a work order whose total price is $200, enter 20 to apply a 10 percent tax. You can enter a number with or without the currency symbol and use up to two decimal places.
  6. Complete the remaining fields as needed.
  7. Save your work.
  8. Optionally, add details in the work order’s related lists.
    Work Order Line Items Subtasks or steps that must be performed to complete the work order. Line items can be marked as completed one by one, and can each have their own active service appointment, work type, and required skills and products. Pricing details like discounts and unit price are set at the line item level.
    Child Work Orders Child records of the work order, which are useful in complex jobs.
    Service Appointments Records of visits to the customer. Work orders and work order line items can have multiple service appointments. To create a service appointment at the same time as the work order, select Auto-Complete Service Appointment on the associated work type.
    Products Required Inventory require to complete the work order. For details, see Track Required Inventory in Field Service.
    Skill Requirements Skills required to complete the work order. For help, see Add Required Skills to Work Orders or Work Types for Field Service.
    Articles Relevant knowledge articles.
    Resource Preferences Service resource for the work order that’s preferred, required, or excluded. Resource preference is set based on the resource preference on the work order’s asset, location, or account, in that order. Salesforce sets the preference using the first resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one.

See Also