Creation of Service Call Work Process

A work process can be defined as a series of steps completed to accomplish the tasks that result in some output. A set of steps that leads the team towards its goals, namely efficiency, effectiveness, and satisfaction. Consists of a collection of interrelated activities, performed by a number of employees to accomplish a particular goal. For example, a customer requested service for the recently purchased product through a toll-free number, you need to collect the service details from the customer. After collecting the details, a field technician will have to visit the customer location to carry out the service. You can call the customer for feedback after completion of the service. These are the steps involved in a sample service process. These steps are automized with the EFFORTx platform and executed to complete the service.

This work process tutorial will help you learn more about the Process Actions, Workflows, and how to add works through the web app. The below are the steps involved for creating a sample service call work process.

Step 1. Create Work Process

Whenever your customer requests a service through call, you need to create a work order against the customer. This section explains how to create a work process and the minimal steps required to create and schedule a work order in the EFFORT platform.

  1. Simply head over to Configurator > Work Processes > Action Process > Create Work Process to create a work process.
  2. Enter the title as Service Call in the Work Process Name field.
  3. After you enter the title, click the Add Action button to define the actions that need to be executed in the order in which they appear in the Create Work Process screen.
  4. Now enter titles to each action in the Action Title field. The action titles are Service Details, Doorstep Service, and Feedback.
  5. You can configure an activity that needs to be executed at each action. Click on dropdown under the Template column and select the Collect Details form.
    Here we configured the Collect Details form to the first action. After receiving a service request from the customer, the back office employee has to collect the required information as shown in the sample form.

    To create the Collect Details form, refer to Create a Form.
  6. Similarly, we have configured Repair Form to the Doorstep Service action.
    After collecting the required details from the customer, the field employee who is performing the second action must visit the customer's location. He must complete the service and need to fill the details in the form as shown below.

  7. In the same way, configure Customer Feedback form to the third action.
    This is an optional action. If you want to listen to the feedback from the customer, you can keep this activity in the work process. The sample feedback form contains the fields as shown below.

  8. Click on the Save button to create a work process.

Step 2. Manage Flow

In the first step, we have created a work process with three steps or actions in it. In this section, we will configure the sequence of the actions and assign each step to particular employee group.

  1. After saving the work process, the Service Call Process Actions page is displayed. Click on the Manage Flow card to define the workflow.
  2. In this sample process, click the checkbox under the Start Action column against Collect Details to configure it as starting action as shown below.
  3. Similarly, click the checkbox under the End Action column against the Final Check to configure it as the finishing action as shown below.
  4. Click the pencil icon under the Next Actions to configure the next action to be performed after this action.
  5. Click on the bulb icon under Auto Allocate Work Actions to configure each action to the employee group.
    The Service Details action must be performed by the back office employees. Refer to the screenshot below.

    The Doorstep Service action must be performed by the field employees. Refer to the screenshot below.

    The Feedback action must be performed by the back office employees. Refer to the screenshot below.

  6. Click on the Save Process Flow button to save the configuration.

Step 3. Manage Fields

This section helps you to configure the fields that are required to create a work.

  1. After saving the workflow, the Process Actions page is displayed again. Click on the Manage Fields card to define the field that are required to create a work.
  2. Various fields appear for work creation. Choose the required fields and give the appropriate options. For this sample process, the configuration is shown below.
  3. Click on the Save button to save the configuration.
  4. Go to Configurator > Settings > Customised App Configurations > Default App > Customise Mobile App to make this work process visible in the mobile app. Scroll down to the Wok Processes section and enable the checkbox against Service Call.

Step 4. Add Work

In the above three steps, we created the work process for the service call. In this step, we will create a work order after receiving a service request from the customer.

  1. Go to Web App > Work Processes. Move your cursor towards Service Call Process card and click on Add Work.
  2. Fill out the mandatory details such as Work Name, Description, Starts, Ends, and Customer and click on the Save & Map Actions button to assign actions to employees.
  3. Select the employee for each from the dropdown under Assign To column.
    In the above image, the first and the last action is assigned to Vincent Bokka, who is a back-office employee, and the second action is assigned to Bhagya Thalath, who is a field employee.

Step 5. Complete First Action

In this we will show you about how to complete the first action.

  1. Go to Web App > Work Processes. Click on the Service Call card to complete the activity.
  2. Click on the Service Details link under Next Activity column to perform the activity.
  3. Fill out the Collect Details form which is configured to the first action and click Save.
  4. After saving the Collect Details form, the next action notification will be sent to the employee who is assigned to the second action.

Step 6. Complete Second Action

This section helps you to perform the second action which is assigned to the field employee through the mobile app.

  1. Open the EFFORT Plus mobile app and click on the Service Call card.
  2. Now, tap the Service Request card to perform the activity.
  3. Click on the View Form to view the details collected in the first action. Tap Next Action button to perform the activity.
  4. Fill out the Repair Form which is configured to the second action.
  5. The Doorstep Service is completed by the field employee.

Step 7. Complete Third Step

In the above two steps, the service request was completed. In this section we need to call the customer for the feedback. This action is assigned to the back office employee.

  1. Go to Web App > Work Processes. Click on the Service Call card to complete the activity.
  2. Click on the Feedback link under Next Activity column to perform the activity.
  3. Fill out the Customer Feedback form which is configured to the third action and click Save.

Step 8. View the Completed Actions

This section helps you to view the performed actions in the web app.

  1. Go to Web App > Work Processes. Click on the Service Call card to view the activity.
  2. Select Completed Works from the dropdown beside Service Call.
  3. Click the view icon or ID or work name to view the completed actions.
  4. You will find the Work Details and Actions Performed.