Service agents can manage and monitor the services and upgrades on assets and vehicles in a product service campaign by creating work orders. Work orders describe the work that service technicians and agents perform during service appointments, and outline asset service plans. Generate work orders for selected items or all items in a campaign with minimum effort.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition availability. |
| User Permissions Needed | |
|---|---|
| Create work order and work order line items for product service campaigns |
Read access on Product Service Campaign AND Read access on Product Service Campaign Item AND Create access on Work Order AND Create access on Work Order Line Item AND Manage Product Service Campaigns user permission |
The generated work orders are associated to the product service campaigns and the product service campaign items. The Generated Target Record Type of each product service campaign item is changed to Work Order. The Generation Source of each work order is changed to Product Service Campaign Item.
If a work type is associated with the product service campaign, the work type is also associated with the generated work orders. The required products associated to the work type are also inherited by the generated work orders. Work types represent the types of tasks that your service teams perform and help you standardize their work. Create Work Type records to list the types of work your teams perform and specify their estimated duration, operation hours, required products, and other critical details. You can create Product Required records to list products and parts that are required to complete tasks with a specific work type.
Create Work Orders for All Product Service Campaign Items
Generate work orders for all items in a product service campaign that don't already have an associated work order.
- Open a product service campaign.
- In the quick actions menu, click Create Work Orders for All Items.
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To confirm the creation of the work orders, click Confirm.
You receive a notification after the work orders are generated for the product service campaign items. To go to the product service campaign, click the notification.
To view work orders generated for product service campaign items, on the Work Order object, create a list view that filters records with Generated Target Record Type as Work Order. To view items in a specific campaign for which work orders are generated, open the product service campaign. In the Product Service Campaign Item related list, filter for records with Generated Target Record Type as Work Order.
Create Work Orders for Selected Product Service Campaign Items
Generate work orders for each selected item in a product service campaign that doesn’t already have an associated work order.
- Open a product service campaign, and go to the Product Service Campaign Items related list.
- If needed, click View All to view all the product service campaign items related to the product service campaign.
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If needed, to find the required product service campaign items, add a filter to the
related list.
For example, to find product service campaign items for which work orders haven't been created, add a filter where Generated Target Record Type is None.
- Select the product service campaign items for which you want to create a work order.
- Click Create Work Orders for Selected Items.
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To confirm the creation of the work orders, click Confirm.
You receive a notification after the work orders are generated for the product service campaign items. To go to the product service campaign, click the notification.
To view work orders generated for product service campaign items, on the Work Order object, create a list view that filters records with Generated Target Record Type as Work Order. To view items in a specific campaign for which work orders are generated, open the product service campaign. In the Product Service Campaign Item related list, filter for records with Generated Target Record Type as Work Order.