A Work Type in Zoho FSM is a predefined template that describes a standard category of service task. It specifies the typical name, estimated duration, required agent skills, and any standard instructions for jobs of that type. When a dispatcher creates a Work Order, selecting a Work Type pre-populates the job details, saving time and ensuring consistency across similar jobs.
Work Order Type is the classification label on a Work Order (e.g., Installation, Repair). Work Type is the detailed task template that includes duration, skills, and instructions. A single Work Order Type can be linked to multiple Work Types representing different specific tasks within that category. For example, the Repair Work Order Type might have Work Types for HVAC Repair, Electrical Repair, and Plumbing Repair, each with different estimated durations.
Accurate duration estimates in Work Types allow the scheduling system to produce realistic appointment windows. If technicians consistently take longer than the Work Type estimate suggests, dispatchers experience frequent schedule overruns and late arrivals. Reviewing Work Type duration estimates against actual job completion times from FSM reports is a routine maintenance task for improving scheduling accuracy.
Yes. Work Types can include a task checklist that appears on the field agent’s mobile app when they open the corresponding Work Order. The agent ticks off each step as they complete it, ensuring no step is missed. Mandatory checklist items can be configured to prevent the agent from closing the job until all required steps are confirmed.
Work Types can include standard parts lists and default labour rates. When a Work Order is created from a Work Type, these defaults populate the cost estimate automatically. Field agents can add or remove parts during the job, but the initial estimate gives customers a reasonable upfront indication of expected cost and gives managers a baseline for profitability analysis per job type.
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