🔧 Objective

To simulate a real-world Field Service implementation by customizing Work Orders, creating granular Work Types and Line Items, and configuring Service Reports to efficiently track and complete field service jobs.

A work order is a specific customer request for field service.

🧱 Key Features Built

1. Customized Work Order Record

• Created a new Work Order for a Cable Install job.
• Assigned key metadata:
  • Priority: High
  • Status: New → Completed
  • Linked fields: Account, Contact, Asset, Service Contract (left open for demo purposes)

2. Work Order Line Items via Work Type

Work order line items are smaller tasks needed to complete the original request. They function the same way work orders do, but they’re associated with a parent work order. To create this work order line item, I created a new work type called “Drill Cable Holes.”

• Created a new Work Type: Drill Cable Holes
• Added Estimated Duration: 5 Hours
• Duration Type: Hours
• Enabled a modular structure where each step of a field job can be independently tracked and measured.

Tracking Field Service Jobs - Status Values

Status values tell us if a work order number is completed or not. I can change this directly under the work order number > service appointment number.

• Used standard Status values to move the job from “New” to “Completed.”