ShareCRM Work Order Module

The Work Order module in ShareCRM enables users to quickly view historical work orders and related Account/Contact information when creating new work orders. Service managers can monitor work order status in real-time, track issue resolution, and facilitate cross-department collaboration.

I. Business Use Case Examples

• For business executives:

  • Externally: Understand customer feedback and product reputation, identifying areas needing improvement.

  • Internally: Gain visibility into after-sales service costs.

• For service managers:

  • Centralize customer inquiries from multiple channels using work orders for unified tracking and management.

• For service specialists:

  • Quickly identify assigned tasks and pending work orders while accessing customer profiles and historical work orders during resolution.

II. Work Order Details

2.1 Predefined Work Order Views

• All:

  • Work orders assigned to the current user or their subordinates

  • Work orders where the current user or their subordinates are part of the Related Teams

  • Work orders shared via Data Permission Management rules (record owner/department sharing with current user/department/user group)

  • Work orders under “My Responsible Departments”

• My Responsibilities: Work orders assigned to the current user

• Participated by Me: Work orders where the current user is part of Related Teams

• My Responsible Departments:

  • Current user is the head of their primary department

  • Record’s Related Teams include members from that department

  • Note: Visibility of subordinate department data is determined by “CRM Management > Rules > Basic Settings > Superior Data Visibility Scope”

• Responsible by My Subordinates: Work orders assigned to the current user’s subordinates

• Shared With Me: Work orders shared via Contact “Data Sharing” rules in Data Permission Management

• Unresolved Work Orders: Open or In-Progress work orders assigned to current user

• Urgent Work Orders: High-priority work orders assigned to current user

• Closed Work Orders: Completed work orders assigned to current user

Notes:
- CRM Admins can view all data
- Voided records are only visible to CRM Admins

2.2 Work Order Operations

2.2.1 Creating Work Orders

Creation Methods
- Manual creation:
- Work Order list page
- Account detail page > Work Orders section
- Contact detail page > Work Orders section
- Import (see Import Guide)

Key Features
- When creating work orders, users can enter Account/Contact names via fuzzy or exact matching (configurable by admin) to prevent data leaks:

Service Personnel Search Types
This configuration applies to customer searches in "My Workspace > Service Management": - Fuzzy Search: Requires minimum 2 characters, returns max 10 results - Exact Search: Requires precise matching

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• When creating work orders, users can view Account information and historical work orders in the right panel after entering the Account name.

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2.2.2 Assigning Work Order Handlers

Business Context
After creation, admins assign work orders to specific personnel for resolution.

Authorized Personnel
- Record owner, their manager
- Related Team members with “Read/Write” permissions and their managers
- Users with “Service Personnel” role or CRM Admins

Assignment Methods
- Bulk assignment: Work Order list page > Batch change owner
- Single assignment: Work Order detail page > More > Change owner

Automated Assignment
Configure workflow rules to auto-assign specific work order types.

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2.2.3 Processing Work Orders

Business Context
Update work order status during resolution.

Prerequisites
Work order status must be “Active” and “Unlocked”

Authorized Personnel
Same as 2.2.2

Processing Interface
Work Order creation/edit page

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III. Common Work Order Operations

• List Page Operations

• Adding Service Records

• Standard Operations (owner reassignment, team management, printing, etc.)

• Collaboration Features (forwarding, Calendar integration, reminders)

IV. Additional Notes

• Enabled by default for all tenants

• “Service Personnel” role requires no additional configuration

• Note: This module coexists with legacy service management features, but those features will no longer be maintained. Users should transition to work orders for service management.