Introducing Work Orders

With an auspicious start of the new year, Salesforce has introduced a lot of new features with Spring ‘16. Along with the new features for Lightning Experience, Analytics, Service Cloud, etc. Salesforce has also introduced Work Orders that extends support for team service, to have better understanding which will help in taking adequate decisions.

In almost all organizations that provide services to its customers, there is a need to provide a solution for managing all production-related information and activities, like implementing new products, repairing/ upgrading/ maintaining products at customer’s site. Salesforce’s Work Order plays an essential which gives a proper understanding to support regarding what needs to be done. Work Order consists of a series of steps that tells the Field Service personnel what is to done, how is to be done, where it is to be done and by whom it is to be done. It helps you to track tasks that are needed to be performed on a product.

This new feature is available in Enterprise, Performance, Unlimited and Developer editions, and can be associated with Accounts, assets, cases, contacts, entitlements, service contracts, and other work orders. Custom relationships can also be created between work orders and other standard or custom objects. Work orders can be viewed from Work Orders tab or the Work Orders related list on related objects.

Another standard object that comes along with work order is Work Order Line Item, that store details about the task’s to be performed on the product. It consists of a list of all the steps that are needed to complete the work order. They act like any other object to allows a user to create triggers, workflows, approvals, etc.

You may create work orders independent of a sales order, or you may create work orders based on a demand from customers through a sales order.

For example:

  • A product is sold to a customer and customer is facing issues in installing or there might be some issues with the product, then a work order can be created to install or repair the product.
  • A customer purchases a product and wants to buy an Annual maintenance pack, then a Work Order can be created that monitors maintenance services provided, periodically.
  • Finally, closing out, the work order have the ability to record the products or services being manufactured and it also impacts financial records, which can be passed and utilized by other applications.This is a giant leap in the area for Service Cloud, which will help service personnel’s in effective and efficient decision making process.