Salesforce Work Order | What is it?
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When you want to complete a job well, you need to ensure all tasks are performed and managed skillfully. Remembering to carry out all tasks promised to a customer is not easy, so to make operations consistent across all teams, we suggest creating Salesforce work orders.
These nifty tracking tools can include other Salesforce records which provide extra information about the work order. These details help managers understand and streamline services. Join us in the article below to find out more about Salesforce work orders and how to quickly create them for customer-facing teams.
Let’s get started!
What are Work Orders in Salesforce?
They are tools and features from Salesforce to track work deliverables. For example, when a field service agent needs to make a maintenance check on equipment at a specific location, they can create a work order in Salesforce for key stakeholders to follow.
In a typical work order, you will find actions that need to be done to complete a task. If a specific task consists of many smaller jobs, then they can be added to the work order as line items. In our use case, if the field service agent needs to add a list of tasks to the work order, then they can create the following line items:
Work Order Types
Salesforce has different work order record types. Each one is designed to help service teams speed up operations and keep them well organized. Let’s take a look at the different types of records that help service teams with the following tasks:
Accounts: Used to track service tasks associated with a Salesforce account. Service teams use the accounts work order record type to speed up customer operations. Work orders can be connected to accounts which allows teams to track and report on tasks.
Assets: Set this work order record type to manage service tasks for assets. Repairs to products are an ideal task for an asset work order. Service teams use the assets record to connect service history to assets. This feature helps service teams track tasks and support their lifecycle management activities for assets.
Cases: This work order record type is configured to connect tasks to customer support cases. With it, support teams can resolve customer requests or issues found in cases. The cases work order record type helps customer support and field service teams work together collaboratively to resolve cases faster than before.
Contacts: The contacts work order record links tasks to individual customers so teams can track work and requests. This type of record empowers customer-facing teams to create personalized services while nurturing business relationships.
Entitlements: With an entitlements work order record, teams can link customer service agreements or warranties to tasks. It is a good solution for ensuring work orders abide by terms and conditions stated in the entitlement document.
Maintenance Plans: This type of record can be used to schedule tasks. The maintenance plan work order record type is ideal for teams that need to manage recurring service tasks like inspections. With a maintenance plan work order record, businesses can make sure assets and systems are running well.
Service Contracts: Use this record when you want to connect tasks to customer service agreements. Then, you will see that tasks will naturally line up with your contract’s terms and conditions.
Return Orders: This service work order record is perfect for managing your company’s returns process. With it in place, teams can ensure that returned items have not been damaged.
Return Order Line Items: The following line items can be added to the return orders work order to ensure the task is completed properly:
As we can see, each work order record type is designed to make teams work more efficiently and raise customer satisfaction levels.
How to Create a Work Order in Salesforce
To get started, you can simply create a work order from the Work Orders tab in Salesforce. Then, edit that work order and add the line items you need by using the Work Orders related list.
Our Thoughts on Salesforce Work Order Management
Commonly used by field service leaders, Salesforce’s work order management system helps to increase team productivity by ensuring processes are efficient. Let’s not forget, Salesforce is the world’s leading customer relationship management (CRM) platform, so they also play a big part in elevating customer satisfaction for companies.
But what is Salesforce Work Order Management? This software solution gives teams a structured process for completing maintenance tasks or field service requests. Whether you need to create a work order, or assign a resource to an issue, Salesforce work order management can give managers a solution for faster and smoother running operations.
Find a Custom No-Code Solution for Salesforce with Titan
Thanks for reading our article on work orders from Salesforce. We learned what these tracking tools can do for support and service teams. They essentially monitor and manage tasks that need to be performed in a business.
At Titan, we believe in continuous learning. So, check out our guide to document automation or SF file management articles to better understand Salesforce software.
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