Configuring Checklists

Checklists are used to collect information during a technician's onsite visit. For example, you may ask a lighting technician onsite for a repair or maintenance call to check that other lights are functioning properly and to note whether dark areas are noticed. Another example is for a technician, onsite to clean and disinfect a location, can also check whether any hand sanitizer stations are empty. You can create a Repair or Planned Maintenance Checklist. The Check-in Segment represents questions asked during the check-in process of the work order while the Check-out Segment represents questions asked during the check-out process. Just like configuring a checklist without segments, you will have the “question-types” feature to construct your questions. At any time, you can modify or remove a checklist. When a checklist has check-in segment question(s), they must be answered before the clock starts on a work order.   

You can create Checklists based on unique Trade/Category combinations. When a Checklist is enabled, all technicians using ServiceChannel Provider Mobile will complete it for every checkout for all locations related to those Trade/Category combinations. 

Creating Persistent Questions

Questions can be persistent where responses can remain the same or updated at any time by changing the response. This allows for multiple technicians to update a single question and also allows technicians to update on a subsequent check-in. Questions can also be required where technicians must answer the question each time they check-in and/or check-out of a work order. Lastly, a combination, creating questions that are persistent and required. Any checklist item that is persistent means that the technician will not be forced to re-answer that question on every visit but will always be able to update the response. Creating checklists with segments are still based on category, trade, and location.

You can view Checklist answers on that work orders' Details page — in both Service Automation and SC Mobile — to see the answers and click through the attached photo gallery.

Adding URL Requirement 

When creating or modifying a checklist, a chosen URL can be added within an Acknowledgement question type. It becomes associated with the checklist as an activity during check-in and/or check-out segment questions. For instance, when you want technicians to read a specific message or review additional information before and/or after providing service. When View URL is selected, it automatically becomes an Answer Required question. View URL required feature can be used on standard and planned maintenance checklist.

Adding Failure State

Failure State on a Checklist list allows for specific questions to have a failure response that indicates the checklist did not pass when  failure criteria are established. Failure State offers a way to hold technicians more accountable and setting expectations when checklists are answered for a work order. Failure State can be implemented during the check-in and/or check-out process on a checklist. Results from the checklist that includes failed questions appears on the work order. When a question is not answered, it automatically results as a failure. Failure State can be applied to these question types:

1. Selector
2. Acknowledgement
3. Numerical

Configuring Repair Checklists

Checklists appear when a technician is checking in and/or checking out of a work order in ServiceChannel Provider Mobile. Technicians can answer the questions upon check-in or opt to answer later, upon check-out. Technicians must respond to all questions that you configure as required before they can check out of the work order. Additionally, technicians must upload a photo for all items configured as requiring one.

You can create as many Checklists as needed, with the right Trade/Category (or Trade/Category/Location) combinations. See Checklist Combinations, below, for more information.

Configuring Planned Maintenance Checklists

For maintenance work orders created within the Planned Maintenance Module, you have the ability to a checklist for a specific service. This gives you the option of creating checklists in similar faction as you would a repair work order. The checklist can be used for multiple Planned Maintenance Frequencies. It also includes the ability to establish Segment Questions. Planned Maintenance Checklists can be cloned and used for a different frequency. You can also deactivate a Planned Maintenance Checklist at your convenience.

Checklist Combinations

When configuring Checklists it is handy to know how the unique Trade/Category combinations work. Let's assume we are building 4 Checklists:

Now let's take similar examples and add the ability to configure Checklists using unique Trade/Category/Location combinations. The results differ as so:

Checklist Tips

It is a good idea to test your Checklist before dispatching it to your service providers or technicians. Since the Checklist is turned on as soon as you save it, there are some ways to test it before dispatching it.

1. When configuring a Checklist, use a Trade and/or Category your providers are not using. Should you have an internal Trade or Category, map it to one of those first.
2. Users that have the option to configure Checklists by Location, turn it on for a Training or Test location only. Usually, ServiceChannel configures a Training location during the implementation process. Should you still have that Location, try changing the address to your physical location first so you can check in and out of the work order and see the Checklist.
3. When everything is to your liking, modify the checklist to point to the correct Trades/Categories/Locations for your providers and technicians. It is a good idea to send a note to your providers and technicians to let them know that they will see this Checklist going forward.
4. Once a checklist is created, it can be cloned and turned into its own unique checklist. 
5. Double check URL before adding onto the checklist. 
6. It is recommended to have at least two Selector choices.