Service Workflows allow you to activate and configure checkpoints or milestones for service execution on the mobile applications. This helps to standardize processes and improve communications between back-office teams and field employees.
To understand Service Workflows better, it's important to understand the difference between activity execution stages and Service Workflow Steps.
The activity execution stages for planning and dispatching are as follows:
- IN PLANNING
- IN DISPATCHING
- IN EXECUTION
- CLOSED
- CANCELLED
The IN EXECUTION stage indicates that the activity has been released to the technician and can now be viewed and completed on the mobile application.
Service workflow steps occur in the IN EXECUTION activity execution stage. Therefore, a workflow step can be understood as sub-status to the IN EXECUTION activity execution stage.
The Service Workflow defines the set of workflow steps (or service process milestones) that the technician goes through while processing an activity from start to finish.
While working on an activity, the technician presses on the workflow step buttons to move from one step to the next. In the final active step, usually the CHECKOUT step or the REPORT step, the technician finalizes the work by creating a service report. When this is completed, the workflow moves to the CLOSED step, and the activity moves to the execution stage CLOSED.
To enable Service Workflows in your company, navigate to Admin → Company → Company Settings → CoreSystems.Assignment.IsWorkflowDriven and activate the setting.
The service workflow definitions can be created and managed in the admin portal under Admin → Company → Service Workflows. Here, within a Service Workflow, the Workflow Steps that belong to the workflow can be configured and maintained.
It is possible to define multiple workflows. This can be useful if different types of activities require different service execution processes. In combination with a business rule, a specific workflow can be assigned to an activity. If no business rule is active that assigns workflows, the system automatically assigns the workflow that is flagged as default.
For example, in admin, you will find a sample business rule SAMPLE - Workflow Steps - Associate a Service Call with type Installation, to Installation Workflow. Using this business rule, all activities under a service call of type installation will be associated with the Installation workflow.
Note
For some of the exercises to work as designed, you must have a workflow called Installation defined under service workflows. The naming is case sensitive.The service workflow feature can be reached from Admin → Company → Service Workflows.
When you choose a specific workflow, you will be shown the list of the corresponding workflow steps. Choose Edit to add steps, change the step sequence, or remove steps.
Take note that the steps new and close are mandatory.
The Next Steps field can be used to determine which steps can occur after a given workflow step. The order in which the next step is selected will be reflected in the series list displayed in the drop-down. These settings determine which workflow steps the technician can select in the mobile application, given the workflow step is active at that moment.
If the activity is to be closed with a checkout using a Jaspersoft-based report, the corresponding step must be named checkout. If, however, the checkout is done with a HTML-based report, the corresponding step must be named report. In either case, the subsequent step must be the closestep. In this way, after the checkout is done, the workflow automatically moves to closed status, as does the activity.
Screen Type
When you're in the workflow step list, you can jump to the step detail view by choosing the Eyesymbol.
The Acceptance Criteria field allows you to enter text that will be displayed when the technician changes to the next workflow step. The technician will has to confirm the text before being able to continue to the next step. Alternatively, they can cancel and return to the current/preceding step.
A workflow step can be set up to show a specific screen type. The dedicated screen types allow the technician to focus on the information relevant to a particular service process step. The screen type determines what will be displayed on screen when the workflow step is reached. The benefits of using dedicated screen types include:
- Providing more context: These screens offer additional context to the technician during field service execution, ensuring they have all the necessary details to perform their tasks efficiently.
- providing focused information: By displaying only the relevant information, dedicated screen types help technicians concentrate on what is essential, reducing distractions and enhancing productivity.
- Standardization of processes: These screens guide technicians through their work, ensuring that they follow the correct procedures and complete all required steps.
Screen type options include:
- None
- Travel: the activity address is displayed
- Smartform: a specific smartform can be created automatically
- Work items: any smartforms and reserved material associated with the activity are being displayed and can be processed
- Summary screen: a summary of recorded data is displayed
- checkout / report: create a report from a predefined template to conclude the activity, while having the possibility to capture the customer's signature..
Depending on the screen type, you can define different parameters, such as the following:
- Person status, which will be displayed on the planning board
- Acceptance criteria
- Recording (prompting the technician to record, for example, mileage and travel time)
- Color and icon associated with the step
- Main/Alternative next step: determines which buttons are available on screen, to jump to the defined steps.
One of the dedicated screen types is the Smartform screen type. This screen type allows you to set a specific smartform template that will be used to automatically create a corresponding smartform instance. This checklist instance will then be displayed on the mobile app when the technician reaches that workflow step.
This screen combines the contextual relevance of the workflows steps and the flexible nature of the smartform and creates a range of possibilities for how these two functions can be used.
