Field Services: Process Flow Overview

Other supporting
Community B2B Case L0 / Direct roles Skills Cases, Collaboration ALWAYS:
Email to case Close the case Validate location of service
Created Case Create case create
Cases, Customer Tasks, Set expectations of service window
etc. (considering customer availability/outages).
Remote resolution Determine parts required and confirm their
availability within the service window
The ‘Case Owner’
Other assist Confirm any on-site restrictions (can we deliver
(Support Agent)
parts to site?, is secure access required?, etc.)
Case Create Support team Select appropriate part delivery location (to
SSR case assist Case owner PD/customer liaison
(various ‘type’ Normal (staffed) N customer or a nearby PUDO)
required? and determines resolution path
channels) configuration Adjust WO status to “Part Exception” if
availability cannot be determined (backorders)
Yes FIELD SERVICES REQUIRED Estimate the duration of onsite work.
‘SSR Managed’ Loop
Route to (no dedicated RTS)
Support Mission routing is
a governed process, SUPPORT
Create a CRU or ONSITE Work GPOH parts
defined primarily by MISSION CSP auto- This is a ‘preparation’ Case Owner creates Order and Part Request (if required) availability check
PRODUCT, then (governed) generated “SSR activity only, and “SSR Case Assist”
secondary criteria. Case Assist” Work allows no actual Work Order
Order onsite activities. manually)
Control Centre intervention to
TEAM Validations finalize validations before
Each mission defines their ROUTING performed? N ANY scheduling or parts
sub-teams (groups) and (configured) ordering occurs
routing rules.
Y
Function for exception rules on
Looks for available TSS Field WO required/preferred/excluded
LEGEND: ClickSW Scheduling
Engine (assign &
Engineers to assist with the Type
Onsite Enhanced Assignment Rules resources which are considered
CASE, within the CONTACT during scheduling of field work
schedule field work) TIME target. Proximity to
Support Agent /
RTS the client is not essential. CRU
Service Appointment created
Control Centre
Dispatched SSR SSR notified
becomes member Identify appropriate
via FSL
SSR / Vendor of the ‘Case team’ ClickSW Scheduling Engine resource based on service
SSR performs “remote support duties”
(assign & schedule field work) window, skill, proximity
using the same
External Actors procedures / process as and availability

Open “Console” and dedicated support agents

System perform RTS duties for
Check resource
Scheduling the individual case. Order
profile
Automation required
regarding parts
Parts not required OR
Comment self-managed
SSR can elect to mark Includes not only intervention with ordering Part Request
parts, but ownership of Work Orders in ‘Parts Exceptions (e.g. Vendors)
themselves the ‘preferred “Ready to
Exception’ where investigation required to inhibiting order? N
resource’ for the subsequent Order”
work order. update the “ETA” of constrained parts (e.g.
backorders) Y
Goal for SSRs is to perform this work
Part Request exclusively via FSL mobile app.
“Order exceptions Part Ordered
Once RTS activity is Includes:
complete, SSR updates Exception” - The schedule of onsite work
status of “SSR Case - Updating work orders
Assist” Work Order to SSRs record their ‘case support’ Control Centre Part Ordered & - Escalating / requesting assistance
“Complete, Closed” time as “Offsite Time” Time “Part Desk” delivery ETA - Recording time & materials used
Sheet Entries. SSRs do not use intervention updated
“Session Timer” on the case.
Auto Schedule
conflict with schedule Optimization
Control Center
(Part Desk) Control Center
(Dispatcher)
Service
TSS Field Delivery
Appointment
(Onsite Work)
exceptions

Work Order
Completion
Loop

Yes Case Closure No “Needs Attention”

Case closure
criteria met? flag on CASE