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Product Serviced

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Has anyone setup a Product Serviced record based off of Product Family or Product Line without using the Product lookup? I am trying to avoid assigning training skills on a product level since most companies may have a handful of product numbers for a specific unit as revisions are made over time, this would result in inaccuracies over time unless each user is updated with the new product numbers.  Keeping the Product Serviced record to the Product Line level will help with reporting as well.  The end result I am trying to get to is populate the 'Skill Set' text field on the Work Order to help match trained technicians when dispatching.

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Re: Product Serviced

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Meenakshi S​,

We did not go with the above solution since we would not be able to get the benefits of some of the out of box skills features.  Managing skills expertise on a record basis instead of a picklist gives users the ability to view all of the skill assigned to a tech through a related list as well. 

Instead we went with skills/expertise and created a custom trigger to populate the appropriate skill on the work order Skill field based on specific criteria.  We were able to classify a skill based on specific criteria in the product hierarchy to eliminate the need of using 'Products Serviced'.

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Re: Product Serviced

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Stephen Lortscher​,

Searching in Dispatch Console by matching work order's Product/Skill with technicians' Product in Product Serviced / Skill in Expertise is hardwired and is not configurable. So, it is not possible to match Product Family / Product Line from Product Serviced with any Work Order field.

Skill Set is a long text area field and so it is not possible to configure it as a Work Order search field.

Because Dispatch Console search matches text type (except text area) fields of Work Order with the text type fields of Technician (or Service Team), you can achieve technician search based on Product Family / Product Line with the following approach:

Capture the Product Family / Product Line in a custom text field in Work Order object.

Record the Product Family / Product Line that the technician is trained on, in a custom text field (e.g. multi-select picklist) in Technician/Equipment object.

Configure these as Work Order and Technician search fields in Dispatch Console Configure Search dialog box.

The above approach will work when the number of product families and lines is within the limits allowed for multi-picklist fields by Salesforce.

Regards,

Meenakshi.

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Re: Product Serviced

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Stephen Lortscher​,

Did you get a chance to review the solution suggested above? Does it address your requirement?

Regards,

Meenakshi.

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Re: Product Serviced

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Meenakshi S​,

We did not go with the above solution since we would not be able to get the benefits of some of the out of box skills features.  Managing skills expertise on a record basis instead of a picklist gives users the ability to view all of the skill assigned to a tech through a related list as well. 

Instead we went with skills/expertise and created a custom trigger to populate the appropriate skill on the work order Skill field based on specific criteria.  We were able to classify a skill based on specific criteria in the product hierarchy to eliminate the need of using 'Products Serviced'.

View solution in original post