Hi, We have just implemented ServiceMax and i was wondering what is the better option to use for Phone Support issues.
Cases for issues that can be fixed over the phone, but if a technician needs to be dispatched a Work Order should be created?
Any help/ ideas would be appreciated.
Thank you for posting your question in the community! Generally speaking, the best solution is to use the Cases object for your incoming issues that can be fixed over the phone. And yes, if the issue requires a technician to be dispatched, you can create the Work Order directly from the case. To do this you would use an SFM. You can use the standard Create Work Order From Case SFM or you can create a custom SFM if needed. You can find additional information about SFMs in our Knowledge section at the following location:
Please let me know if this answers your question.
Have a great weekend!
I see you had some trouble accessing the linked document from Dez. It's a PDF of helpful content that can also be found in our ServiceMax User Docs Site HERE. If that link isn't working for you, please try this instead, and you should see a clearly organized repository discussing uses for SFMs and Processes.
Regarding your question about "Best Practice" Workflows, I do concur that if your Salesforce.com org already supports access and use of the Cases object, that an ideal workflow for Phone Support would include Cases. This workflow would operate as such:
Some benefits of using the Case object as part of your workflow include:
Now, if your org does not have the licensing to grant access to the Case Object, this workflow is still entirely possible using only Work Orders. Some SVMX customer actually prefer this method because it keeps all types of Service housed in a single object! The workflow for a Work Order only process would proceed as such:
I hope you find this information useful for your determination of Workflow "Best Practice!" Let me know if you have any other questions!
Lead Solution Architect
Absolutely, I would be happy to expand on my comment above!
The reason why some of SVMX's customers prefer utilizing only the Work Order Object over both the Case Object and the Work Order Object is because they can contain multiple types of Service (Remote, Onsite Repair, Preventive Maintenance) within the Work Order object without any compromise to the integrity of the data (and with some additional benefits). I've listed some of these benefits below:
Hopefully these details help to further explain my point in the comment above. If you have any other questions, please feel free to ask!
Lead Solution Architect
Thanks for that information.
Would you please be able to point me in the direction on how you configure multiple types of Service within the Work Order object and group multiple WO under a Parent?
Hi Nathan Arnall,
Thank you for posting here in the community. I see that Lacy Cotton has provided the information about "Best Practice" Workflows. Did you get a chance to check it out? If the thread that was provided answered your question, I encourage you to mark your question answered.