Leaving Work Order Reviews through Dashboard 2.0

You can find all work orders where you need to evaluate your providers’ services on the Reviews Required page of your dashboard. The count located on the Reviews Required tab immediately shows you how many WOs you need to take action on.

Should you need the information on the legacy feedback system, see Feedback for Work Orders (Legacy) through Dashboard 2.0.

The statuses of work orders that show up on the page may vary. Based on your company business needs, different statuses may trigger the review process. As a rule, you need to review work orders in the Completed / Pending Confirmation status.

As an admin, you can activate the star review feature for specific statuses through Service Automation. Navigate to Admin > WO Properties > Statuses, and select the checkbox in the AskForReviews column for the desired status. Once the work order moves to the selected status, you or your colleagues need to leave a review on it.

In addition to providing a review, you can perform the following actions from the Reviews Required page:

Navigate to the details of a work order and add notes to it
Download an Excel report on work orders
Sort work orders that need your review in a way that suits you
View the provider reviews history by switching to the Provider Reviews tab. Find more info about it in Provider Review History in Dashboard 2.0.

Leaving a Review for Work Orders

The purpose of providing a work order review is to confirm that the required job has been completed. When you review completed work orders, you star rate the provider’s work and may answer some additional questions regarding the quality of rendered services.

Should the work turn out to be incomplete or poorly performed, you can send the provider back to the location to complete the job.

⦿ How to Leave a Review for a Work Order

Go to the Reviews Required tab. The list of work orders pending your review appears.
Find the work order you need to review.
Mark whether the work is complete or not.
1. To mark as complete:
  1. Select Yes next to the Is the work complete and to specifications? question. The section for star rating appears.
  2. Select the suitable number of stars to rate the provider’s work. The field for a comment appears.
  3. Enter a comment describing the quality of rendered services. The comment is mandatory if you rate the work with one or two stars.
    
    If additional survey questions are enabled for your company, the section with these questions shows up under the text field for a comment. Сlick View Additional Survey Questions (Optional) to answer the suggested questions.
    If you don’t have this feature, contact your ServiceChannel representative to learn how you can add such questions to the work order review workflow.
  4. Click Send Review. The work order moves to the Completed/Confirmed status.
2. To mark as incomplete:
  1. Select No next to the Is the work complete and to specifications? question. The field for a comment appears.
  2. Leave a comment explaining why the work is incomplete.
    
    If additional survey questions are enabled for your company, the section with these questions shows up under the text field for a comment. Сlick View Additional Survey Questions (Optional) to answer the suggested questions.
    If you don’t have this feature, contact your ServiceChannel representative to learn how you can add such questions to the work order review workflow.
  3. Click Send the provider back to complete the work. The work order moves to the In Progress status, and the provider receives a notification about the status reversal.

Adding a Note to Work Orders Awaiting Your Review

Before providing a review on a work order, you may need to add a note to it. You can do this right from the Reviews Required page.

⦿ How to Add a Note to a Work Order

On the list of work orders awaiting your review, click Details next to the desired work order. The work order details page opens.
Click Add New Work Order Note. The overlay for adding notes appears.
Enter a note into the corresponding field.
(Optional) Select the Action Required checkbox if you want the note recipients to take further action.
In the Choose Recipient field, select a person who should be notified. Their email addresses appear in the text field below.

To select several people at once, hold Ctrl for Windows and Command ⌘ for macOS, and then click the desired names.
Should you want to notify more people, enter their email addresses into the text field right under the recipients list.
(Optional) Click Choose Pictures and Files to Upload, select the file, and click Open.
Click Add Note.

The note gets added to the work order and appears on the work order details page.

Downloading Work Orders Awaiting Your Review

On the Reviews Required page, you can download an Excel report on work orders waiting for a review. To do so, click Excel Report on the left of the page.

The downloaded file contains the details of each work order, including the tracking number, status, trade, scheduled date, NTE amount, problem details, troubleshooting questions, and more.

Sorting Work Orders on the Reviews Required Page

When you have multiple work orders to review, the sorting tool may come in especially handy.

On the Reviews Required page, you can sort work orders by scheduled date, area, completion date, priority, status, vendor, and other criteria.

Find the Sort by drop-down list on the right of the page, and select the preferred option. The work orders list gets sorted according to the selected criteria.

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