Guidelines for Creating Work Orders for Field Service

View Work Orders

View work orders from the Work Orders tab or the Work Orders related list on the following types of records:

• Accounts
• Assets
• Cases
• Contacts
• Entitlements
• Maintenance plans
• Service contracts
• Return orders
• Return order line items
• Service contracts

Note Add work orders to the console to manage work orders and their associated records in one place.

Create Work Orders

Create and edit work orders from the Work Orders tab or the Work Orders related list.

When you create a work order, add line items to the work order from the Work Order Line Items related list. Work order line items are tasks that a mobile worker must perform to complete a work order. They can be marked as completed one by one, and they make it easier to track and improve field service processes. Pricing details like discounts and unit price are set at the line item level on work orders.

Delete Work Orders

Delete work orders on the work order’s detail page or the Work Orders related list. Deleting a work order moves it to the Recycle Bin. Any notes, attachments, activities, line items, and service appointments associated with the work order are also deleted. If you undelete the work order, the associated items are undeleted.

Create Work Order Hierarchies

Work orders can have child work orders, which are standalone records that can be scheduled, given statuses, and assigned.

Child work orders help you account for cancellations. When work is canceled, you can set the work order status to Canceled and create a child work order. This lets you track first-time rates and analyze cancellation reasons.

Share Work Orders

You may be able to grant extra access to work orders beyond what your org’s default sharing model allows. However, you can’t make the sharing model more restrictive than the default.

To see who has access to a work order, click Sharing on the work order’s detail page. Work order line items inherit their parent work order’s sharing settings. To learn more, see Limit Access to Field Service Records.

How Work Orders and Service Appointments Intersect

Service appointments on work orders and work order line items represent service visits to the customer. While work orders and work order line items let you enter general information about a task, service appointments track details about when, where, and how a visit occurs. Schedule optimization is based on service appointment data.

Work orders and work order line items provide important capabilities, including price book association and Salesforce Knowledge integration. The Field Service mobile app experience is also optimized for service appointments whose parent record is a work order or work order line item.

Service Resource Preferences

The resource preference related list stores a preferred, required, or excluded resource. When a work order or work order line item is created, the resource preference is copied from the record’s asset, location, or account. Salesforce sets the preference using the first resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one.