Understand Salesforce Field Service Configuration for Work Order Estimation

Work Types

Make sure that work types, along with the required underlying products, are configured for Work Order Estimation to function correctly.

Product Family

Use the product family to determine whether a product listed as Product required under a work type is equipment, a part, or a labor charge.

Under product entity, configure these picklist items for the product family field:

• Labor
• Part

For each product listed as Product required under the work type, assign the product family as either Labor or Part as appropriate.

Service Contracts

When configuring service contracts and contract line items for an account and assets, make sure that the product corresponds to the product required under the work types for which you want to define coverage. The asset must also be configured so that during work estimation, the relevant contract line items can be picked up based on a combination of the asset being estimated and the product being selected for the work types.

Consider this example:

• Asset: Generator
• Work Type: Repair generator
• Products Required: Cylinder
• Service Contract: Generator contract

In this example scenario, the contract line item under Generator Contract service contract includes:

• Product: Cylinder
• Asset Name: Generator
• Discount: 10% (Applicable discount that you want to configure as part of the contract)

This way, when you do work order estimation and select the Generator asset, the work type Repair Generator is chosen, and the underlying Cylinder product required is added, and the Generator Contract service contract is selected as Coverage, then a 10% discount is applied on the Cylinder Product’s price per the associated contract line item.

Warranties

Consider these factors when configuring warranty terms, product warranty terms, or asset warranties for Work Order Estimation:

• Define the warranty term with the applicable coverage, validity, and so on.
• Define product warranty terms corresponding to the products required under the work types for which you want to define the coverage.
• Create asset warranty records corresponding to the assets for which work order estimation is carried out. The asset warranty must point to the relevant warranty term, which, in turn, has related product warranty terms corresponding to the products required for the applicable work types.

Consider this example:

• Asset: Generator
• Work Type: Repair generator

  Products Required: Cylinder and Repair Labor Charge

• Warranty Term: Generator Warranty

  Labor Covered: 5%

  Parts Covered: 20%

  Product Warranty Term: Product = Cylinder Product = Repair Labor Charge

• Asset Warranty: AW001

  Warranty Term: Generator Warranty

  Asset: Generator

  Labor Covered: 10%

  Parts Covered: Blank

In this example scenario, during work order estimation, if the asset Generator is selected and the work type Repair Generator is selected:

• The required cylinder product will be added.
• The selected coverage Asset Warranty AW001 will apply a 20% discount to the Cylinder Product's price, as per the warranty terms for parts covered (assuming parts covered is blank on the Asset Warranty).
• A 10% discount to the Repair Labor Charge product's price will be applied, according to the asset warranty terms for labor covered (assuming labor is overridden in the Asset Warranty).