5. Engineer On-Site Service

5.0 Field Service for Engineers

Value: On-site service steps follow standardized workflow nodes to ensure consistent on-site service control and record Work Order progress in real time throughout the process.

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Choose the approach that best fits your organization:

1) General workflow nodes: After assigning a Work Order to an engineer, on-site service steps run through configurable standard workflow nodes. You can flexibly configure Work Order fields for engineer input, record spare parts consumption, define Work Order service items, and capture the Work Order progress end to end.

• Add fields on the Work Order object for engineers to complete, or create a custom related object such as Work Order Service Record;
• Configure workflow nodes in the Work Order business process to edit the Work Order object or create a related object.

2) Option two: Standard Operating Procedures (SOP) for on-site work — when an on-site visit requires multiple tasks or multi-person collaboration. SOPs support collaborative execution by multiple engineers.

• On-site engineer SOP templates
• In the Work Order business process, add an application node > Execute On-site SOP

5.1 General Workflow Nodes

Scenario: After assigning a Work Order to an engineer, on-site service steps run through configurable standard workflow nodes. You can flexibly configure Work Order fields for engineer input, record spare parts consumption, define Work Order service items, and capture the Work Order progress end to end. For more settings, see: https://help.fxiaoke.com/1a54/4107/2f99/5ee8/897c

Note: A single workflow node can only perform one action

Business activity nodes support the following actions (node assignee selection: object person field -> Work Order object “Service Engineer”)

(1) Edit object: e.g., add fields on the Work Order object that the engineer must fill in

(2) Create related object: e.g., create a custom Work Order Service Record

(3) Bulk-create related objects

(4) Edit Sub-object

For business activity node configuration, see: http://help.fxiaoke.com/2615/9ad7/bfce/8421/326b

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

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Engineer on-site service (executing a workflow node)

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5.2 On-site Standard Operating Procedures (SOP)

Applicable scenario: Work Order on-site SOPs standardize the steps of on-site work. They support sequential or flexible execution of steps so engineers can complete tasks efficiently. SOPs also capture engineer time records. For more settings, see: https://help.fxiaoke.com/1a54/4107/2f99/5ee8/d486/e606

• Create a new SOP template
• Operations/steps: If on-site Work Order steps are numerous, break them into multiple operations (for example: preparation, repair tasks, final inspection)

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• Action: Defines what to do. Click “Add Action” to add an action to an operation. Use the right-side “Node Settings” to enter the action name and description. Multiple action types are supported.

• Action modes:

(1) Single action: Per SOP instance, the action runs once (for example, confirm device Fault)

(2) Repeating action: Allows repeated execution and supports frequency settings, e.g., require the action every day or every check-in after SOP start until SOP completion (such as daily inspections)

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Action types:

• Edit object: Edit fields on the Work Order object (for example, Work Order location, Work Order description) or edit fields on objects related to the Work Order, such as editing the Device object’s “Latest Address” field. Workflow edits can update both parent and Sub-object together, e.g., maintain device and device Fault information.

• Select or create related object: Choose a related record and link it to the Work Order, e.g., create a new Device Operation Record

• Bulk-create related objects: Create multiple related records for the Work Order at once, e.g., bulk-create Unit consumption records

• Generate service report: Add a Generate Service Report action to an SOP. The system generates the service report after the engineer completes all required actions. Service report templates: https://help.fxiaoke.com/1a54/4107/2f99/24b3/ba12

• Generate service feedback QR code: Adding a feedback QR code action consolidates all engineer actions into a single node for customer feedback

• Add inspection group: You can add an inspection group (inspection groups and inspection item templates: https://help.fxiaoke.com/1a54/4107/2f99/5ee8/1eef/20b9). Choose a specific inspection group or match groups by rule

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