5. Engineer On-Site Service

5.0 Field Service for Engineers

Value: Standardize on-site service actions through predefined workflows, enable real-time tracking of Work Order progress across the entire service lifecycle.

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Choose the appropriate approach based on your business needs:

1) Standard Business Process Nodes: After dispatching to engineers, configure flexible Work Order tracking items including spare parts consumption records and service items through standardized workflow nodes.

• Add required fields for engineers on the Work Order object, or create custom Work Order Service Record objects

• Configure Business Process nodes by editing the Work Order object or creating associated objects

2) Standard Operating Procedures (SOP): For scenarios requiring multiple tasks or team collaboration during field service.

• Field Engineer SOP Templates

• Configure application nodes in Work Order Business Processes > Execute Field SOP

5.1 Standard Business Process Nodes

Scenario: After dispatching, standardize field service actions through predefined workflow nodes to track Work Order progress. Configure service items, spare parts consumption, and other records flexibly. For detailed setup, see: Standard Business Process Nodes

Note: Each business node can only execute one action

Supported actions for business activity nodes (Assignee selection: Object Personnel Field > Work Order “Service Engineer”):

1) Edit Object: Add fields requiring engineer input on Work Orders 2) Create Associated Object: e.g., custom Work Order Service Records 3) Batch Create Associated Objects 4) Edit Sub-object

Reference: Business Process Configuration

Example: Engineer submits service record (Edit Work Order > Complete field information)

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Field service execution (Business Process Node workflow):

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5.2 Field Standard Operating Procedures (SOP)

Use Case: Standardized field procedures that support sequential or flexible task execution, enabling efficient service completion with engineer time tracking. Reference: Field SOP Setup

• Create SOP Templates

• Process Steps: Divide complex services into logical phases (e.g., preparation, repair, inspection)

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• Actions: Click “Add Action” to create task items with configurable types and descriptions

• Action Modes: 1) Single Action: Performed once per SOP instance (e.g., confirm equipment Fault) 2) Recurring Action: Repeatable with configurable frequency (e.g., daily inspections)

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Action Types: - Edit Object: Modify Work Order fields or associated objects (e.g., update equipment location) - Create/Select Associated Object: Link related records (e.g., equipment operation logs) - Batch Create Associated Objects: Multiple records (e.g., spare parts consumption) - Generate Service Report: Compile mandatory actions into final documentation (Template) - Create Evaluation QR Code: Consolidate all actions into a single node - Add Inspection Group: Apply predefined checklists (Template)

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