Work Order Estimation and Service Part Return use cases
Key Takeaway
A requirement to quote onsite service on an asset, based on its coverages and entitlements, and then create work orders after the customer approves maps to Work Order Estimation. A requirement to get parts back during services maps to Service Part Return. A request started from a work order can include only products from that work order's line items.
Work Order Estimation and Service Part Return are two Agentforce Manufacturing service features for field service work. With Work Order Estimation, service agents and field service technicians use a guided flow to build a cost quote for service on an asset. After the quote is approved, they turn it into a work order. Service Part Return lets service teams ask for damaged parts to be sent back, starting from a work order or a warranty claim. When you write the business design document, you map each requirement from discovery to the feature that meets it.
What Work Order Estimation does
A business requirement to quote field service work, or to estimate onsite service costs for customers, maps to Work Order Estimation. The feature generates quotes for asset services.
Each quote considers these three things:
- The work type
- The products needed to do the work
- The asset's coverages and entitlements
After the customer approves the quote, service agents can create work orders to track the services.
Priya is a service agent at a pump manufacturer. A customer calls because an installed pump needs a new impeller fitted on site. Priya starts the Work Order Estimation flow from the pump's asset record. She picks the work type for an impeller replacement and adds the impeller and a gasket as the products needed. The quote also takes the pump's coverages and entitlements into account. The customer approves the quote, so Priya creates a work order to track the repair.
Keep Work Order Estimation apart from Pre-Work Estimation, which is a separate feature. Pre-Work Estimation is a mobile app page where service technicians take product orders on the go, create estimates and orders, and email a PDF of the order details. Unlike Pre-Work Estimation, Work Order Estimation produces a quote for asset services that leads to a work order.