Field Service Standard Operations

Prerequisite: Enable “Multi-Device Work Order”, which adds the Sub-object [Work Order Device] CasesDeviceObj

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Operation path: Service Connector -> System Settings -> On-site Standard Operations

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1. Device On-site Standard Operation Templates

First, create standard operation templates for different device models.

1. In the “Device” tab, click New to create a standard operation template.

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1. Fill in the template Name, Device Applicable Conditions, Description, and select a Standard Operation Process Layout.

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1.2 Device Standard Operation Processes

Process steps: If the on-site service requires multiple steps, split them into several processes (for example: Preparation, Repair Tasks, Result Check). For multi-process scenarios, click “+” to add a process. If you choose a single-process layout, there is no Add Process button. Click a process panel to enter the process Name and Description. Click the process Delete button to remove the current process.

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1.3 Device Standard Operation Actions

Action: defines what to do. Click Add Action to add an action item within a process. Click Node Settings on the right to set the Action Name and Description. Device standard operations support single-run actions only, and currently support only three action types.

1. Edit object: (1) Edit fields on the Device object — for example, edit Device Location or Device Description — or edit fields on objects related to the device, such as the Account object’s Last Follow-up Time. (2) Process editing: you can edit parent and Sub-object records together.

2. Select or create a related record: (1) Select an existing related record to associate with the device. (2) If you check “Allow create only, do not link existing records”, users can only create a new related record (for example, create a new Device Operation Log).

3. Bulk-create related records: bulk-create object records associated with the device, such as bulk-creating Spare Part Consumption records.

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1. Action execution prompts: Enterprises can add guidance or step-by-step prompts to action items in the standard operation template to guide engineers through correct execution and improve efficiency.
2. Device action assignee: You cannot set a separate assignee for device actions; the assignee follows the Work Order standard operation assignee.
3. Action settings:

• Required: When the process is marked Complete/Sign-off or when the action’s Complete button is clicked, the system verifies whether the action is completed.
• Preceding action: You cannot execute this action until the specified preceding action is complete. This applies only to actions within the same process.
• Show “Skip this step” button: When the current action is incomplete, show a “Skip this step” button to proceed to the next action.
• Auto-skip: After an engineer completes an action, the interface can automatically move to the next action. (This interaction is available only in the mobile app.)
• Completion condition: Click Edit to add validation logic that determines when the action is considered complete.
• Post-completion action: Click Edit to add a function that executes automatically after the action completes.

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2. Adding Device Standard Operation to Work Order On-site Standard Operation

1. Select the Work Order standard operation that requires device standard operations.
2. Within a process, click Add Device Standard Operation. The system automatically matches each device on the Work Order against the device conditions and generates pending standard operation instances for each matched device.
3. Set the assignee for all device standard operation instances. The default assignee is Work Order.Engineer.

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3. Work Order Standard Operation Triggers Device Standard Operation Instances

1. When a Work Order includes multiple Faulty devices that require different assignees or action tasks per device, Multi-Device Work Order SOP adapts to this scenario.
2. The system automatically matches each device on the Work Order by device conditions and generates pending Device Standard Operation instances.
3. An engineer must complete all required actions on each device’s standard operation before the Work Order standard operation can be completed.

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