Create Field Service Work Orders

Create work orders to track work that your team does for customers.

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.

User Permissions Needed
To create work orders:	Create on work orders
To view work order line items:	Read on work orders
To create, update, or delete work order line items:	Edit on work orders

From the Work Orders tab or the Work Orders related list on a record, click New.

Optionally, select a work type. Work types are templates that auto-populate these settings on work orders:

Duration

Duration Type

Minimum Crew Size

Recommended Crew Size

Service Report Template

Skill Requirements

Products Required

Auto-creation of a service appointment

Attached knowledge articles

Enter the address for the work order. The work order’s service appointments and line items inherit its address, though the address on line items can be updated.
Optionally, to link each work order line item to a price book entry (product), select a price book.
To track pricing on work orders, enter the tax amount. For example, in a work order whose total price is $200, enter 20 to apply a 10 percent tax. You can enter a number with or without the currency symbol and use up to two decimal places.
Complete the remaining fields as needed.
Save your work.

Optionally, add details in the work order’s related lists.

Work Order Line Items	Subtasks or steps that must be performed to complete the work order. Line items can be marked as completed one by one, and can each have their own active service appointment, work type, and required skills and products. Pricing details like discounts and unit price are set at the line item level.
Child Work Orders	Child records of the work order, which are useful in complex jobs.
Service Appointments	Records of visits to the customer. Work orders and work order line items can have multiple service appointments. To create a service appointment at the same time as the work order, select Auto-Complete Service Appointment on the associated work type.
Products Required	Inventory require to complete the work order. For details, see Track Required Inventory in Field Service.
Skill Requirements	Skills required to complete the work order. For help, see Add Required Skills to Work Orders or Work Types for Field Service.
Articles	Relevant knowledge articles.
Resource Preferences	Service resource for the work order that’s preferred, required, or excluded. Resource preference is set based on the resource preference on the work order’s asset, location, or account, in that order. 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.

Add Service Resource Preferences in Field Service
Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.
Add Required Skills to Work Orders or Work Types for Field Service
Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.
Attach Knowledge Articles to Work Orders or Work Types
Interact with knowledge articles on Field Service work orders, work order line items, and work types.
Guidelines for Creating Work Orders for Field Service
Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders.
Work Order Pricing Guidelines for Field Service
Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your business.

Product Area