Published at: 2026-09-17
Configure manual follow-up calls
Configure manual follow-up tasks for agents to contact customers and record service feedback.
Overview
When a work order reaches a Service Follow-up node, the system creates a follow-up task. The assigned agent contacts the customer and records the customer’s answers in a service review form. The result is stored in the Service Review object.
All work orders entering the node can use the same template and agent, or rules can select different templates and agents by work order conditions. Call-center outbound calling is optional and is not required for manual follow-ups.
Before you begin
- Use an administrator account with permissions for business plugin, object management, role permissions, follow-up rules, and work order processes.
- Define when to follow up, what to ask, who handles the task, and whether the task can be skipped.
- Prepare the Service Review record type and layout used for manual follow-ups.
- For call-center integration, confirm that the organization has the Online Customer Service Professional edition and prepare calling accounts for the follow-up agents.
Enable the Service Follow-up add-on
- Go to Field Service > System Settings > Business Plugin > Service Follow-up.
- Enable Service Follow-up. It is disabled by default.
- After enabling it, confirm that the Service Follow-up configuration entry appears in the system settings.
Enabling the add-on exposes its configuration. It does not create tasks by itself. You must also configure the review form, follow-up-agent role, and Service Follow-up node.
Configure follow-up template
Manual follow-up data is stored in the Service Review object. Create different record types and layouts when repair and installation follow-ups require different forms.
- Open the Service Review object in object management.
- Under Record Type, confirm or create the record type used for follow-ups.
- Under Layout, add the ratings, resolution status, service response, comments, and other fields that agents must complete.
- Assign the record type and layout to the internal roles used by follow-up agents.
The follow-up template determines the service review form filled out by customer service, but does not determine which work orders will be returned by whom. The work order scope and follow-up personnel should be configured in the common follow-up node or follow-up rules.
Configure the follow-up-agent role
- Go to System Management > Role Permission Management > Business Function Permissions.
- Select the system’s default Follow-up Agent role.
- Add employees who need to perform manual follow-ups to this role, and confirm their service review object permissions.
Only follow-up agents can see the follow-up workspace. Selecting an employee in a rule does not replace role assignment.
Add a follow-up node in the work order process
- Open the target custom work order process and add the Service Follow-up application node where a follow-up needs to be initiated.
- Confirm that the node initiates data execution for the work order and current process.
- Select Standard Follow-up or Match by Rules.
- Configure the node button name and process attributes such as start and completed work order status.
- Save and submit the work order process.
Configure a standard follow-up
Use a standard follow-up when all work orders entering the node use the same template and agent assignment.
- Select Standard Follow-up in the Service Follow-up node.
- Select the follow-up template, that is, the service review record type and corresponding layout.
- Select the follow-up agent.
- Customize the follow-up action button according to business terms.
- Save and submit the process.
After the work order enters the node, the system generates a follow-up task according to the node configuration and no longer determines additional work order scope rules.
Configure rule-based follow-ups
Use rules to assign different templates and agents based on work order record types, service scenarios, or other conditions.
Create a new follow-up rule
- Go to Field Service > System Settings > Service Follow-up > Follow-up Rules.
- Select New and enter the rule name.
- Set work order scope. You can select all work orders, or configure filter conditions based on work order fields.
- Select a follow-up template.
- Select the assignment method: name an agent or use round-robin assignment across a fixed set of follow-up agents.
- Set whether to allow skipping follow-ups and save.
- Return to the rule list and determine the matching order of multiple rules by adjusting priority.
Using rules in process nodes
- Return to the Service Follow-up node in the target work order process.
- Set the follow-up method to Match by Rules.
- Save and submit the process.
Rules match by priority. When conditions overlap, use a test work order to verify the selected template and agent. An enabled rule is not proof that it wins the match.
Task generation and processing logic
After the work order enters the Service Follow-up node:
- The standard node or matched rule determines the template and follow-up agent.
- The system sends a task reminder to the agent or node owner.
- The task appears in Pending Follow-ups in the follow-up workspace.
- The agent contacts the customer, completes the form, and saves the Service Review record.
- The work order continues according to the node’s completion settings.
Administrators can customize the action label. Describe the action by its purpose instead of assuming every organization uses Service Follow-up.
Saving the follow-up form writes the Service Review record. Whether it also completes the task, or whether the agent must run the node’s primary action, depends on the process and page prompts.
Optional: Connect with call center
With call-center integration, follow-up agents can start outbound calls from work order details. This requires the Online Customer Service Professional edition.
- Go to Field Service > System Settings > Service Follow-up > Basic Configuration.
- Configure the work order as an outbound call object.
- Bind a calling account to each follow-up agent.
- Save the settings. Use a test work order to confirm that Outbound Call appears on the details page.
Enabling Service Follow-up does not enable call-center features. The outbound action requires product authorization, work order outbound-call configuration, and a calling account for the agent.
Expected results and verification
- Prepare test work orders for the standard follow-up and each rule-based follow-up.
- Let the work order enter the Service Follow-up node. Confirm that the correct agent receives the reminder and the task appears in Pending Follow-ups.
- Use the follow-up-agent account to open the task and confirm that the form uses the expected record type and layout.
- Verify the personnel results of both designated personnel and round-robin allocation methods, and check the priority of overlapping rules.
- Verify the task button and process results when skipping is allowed and skipping is not allowed.
- After the follow-up, confirm the agent, review content, and associated work order in the Service Review object.
- If the call center is enabled, verify the Outbound button of the work order details and the actual calling account.
FAQ
The agent cannot see the follow-up workspace
Confirm that the employee has the Follow-up Agent role and the required Service Review permissions. Selecting the employee in a rule does not replace role configuration.
The work order does not use the expected template or agent
Check whether the node uses Match by Rules, whether the work order meets the rule scope, and the priority of overlapping rules. Standard follow-ups do not evaluate follow-up rules.
Work order details do not show the outbound-call action
Confirm that call-center features are licensed and enabled, the work order is configured as an outbound-call object, and the current agent has a calling account.
No separate follow-up object record exists
Manual follow-up results are stored in the Service Review object. Find the record by associated work order, review source, or follow-up agent.