To bring standardization and clarity to you and your clients in terms of communicating problems and actions taken to address the problems, we introduce a concept of resolution and root cause codes. With them, your customers will get a better insight into on-site services so that they can better predict and prevent recurring issues with their equipment and locations. Your technicians will be able to capture real-time resolution and root cause information for every repair using a simple and straightforward flow when they complete a work order.
Resolution and root cause codes are currently available to companies located in the USA only. |
A Resolution Code is an action that a technician takes to resolve a problem. A Root Cause is a reason why the problem occurred to begin with.
The codes are standardized based on the primary trade a work order belongs to. It means that for every work order of a trade, you will see a standardized list of codes for all subscribers across the ServiceChannel platform. The free text resolution code field is accessible for 6 months after the live date for all primary trades with standardized resolution codes.
Below are the trades for which resolution and root cause codes are available now or will be available throughout the year:
|
|
Your client has the option of selecting whether they want to implement Resolution and Root Cause Codes for Assets. This means, when servicing a work order for an asset and during check-out, you are required to provide resolution and root cause codes. The client will have groups of specific asset types placed into a category. Depending on the asset, you will be given a specific list of resolution and root cause codes tied to the asset category. Resolution and Root Cause Codes can be added from the list view just like you would normally enter them on work orders where the trade allows for it.
When a technician checks out of a work order via the ServiceChannel Provider mobile app and moves the WO to the Completed status, they select:
For example, you receive a work order from a subscriber about a leaking faucet in a toilet. A technician comes on-site and fixes the issue by replacing the worn-out cartridge in the faucet. So, when completing this service request, the technician will select:
To better understand how it works in the ServiceChannel Provider mobile app, read about checking out of work orders with a technician account or checking out with a company PIN.
If a technician doesn’t enter a resolution and root cause code while being in the field, for example, by checking out via IVR, you can add the codes in Provider Automation later on. You may also edit those codes that might have been captured by mistake.
All user roles except for Technician allow you to process resolution and root cause codes in Provider Automation. Read more about each user role in Provider Automation User Roles and Access. |
You can make changes to the resolution and root cause codes of a work order in any status until the work order gets invoiced. |
The search functionality helps you find the most accurate resolution and root cause codes. You can search for resolution and root causes by their keywords.
|
The codes get added to the work order and appear:
In case when a technician checks out of a work order and adds an erroneous resolution or root cause code, you may edit it in Provider Automation at any time until the WO is invoiced.
|
The codes get updated on the work order and appear: