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Creating a service

Updated on October 6, 2020

A service is a specific work that needs to be performed related to a customer issue, such as the repair of a configured product. Within a service, you, as a business administrator, can set the products for which the service can be performed, add tasks, and specify the required duration, skills, and certifications required to perform the service.

Before you begin: Create a service type before creating a service. For more information, see Creating a service type .
  1. In the Pega Field Service Admin portal, click Services & TasksServicesNew service.

  2. On the Details tab, complete the displayed fields.

  3. Select a Service type. For more information, see Creating a service type .

  4. Complete the displayed fields on the Details tab.

  5. On the Work tab, in the Duration field, enter the estimated time required in hours and minutes to complete this service.

  6. In the Work order type field, select an expected case type.

    The case type Standard Work Order is provided by default.

  7. To add the skills and certifications required to perform this service which ensures that the service is assigned to a qualified field worker, click the Add skill and Add certification icons.

    Adding the required skills to services saves you time and keeps your business processes consistent.

    For example: If all annual maintenance visits for your air conditioner product require a Service Maintenance skill level of at least seven, add that required skill and skill level to the Service Maintenance skill. When it’s time to create a work order for a customer’s annual air conditioner maintenance, selecting that service will enforce the required skill.
  8. Optional:

    On the Task tab, click Add task to associate the task to this service and complete the displayed fields.

    A task is a specific sub-unit of work that can be performed in the context of a service, such as completing a safety checklist. Creating a task within a service associates that task to the service. For more information, see Creating a task for services.

  9. Click Create.

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