How to use Checklists in Service Management?

 

In this video, we’ll tell you through how to create a checklist or to do list for a service issue and how it helps engineers maintain consistency during service calls.

A checklist ensures every engineer follows the same set of parameters while attending to a customer’s problem.

There are two ways to create a checklist.
First, go to Settings then click on Master on the left hand panel. Under the Service tab click on To-Do. Here, you’ll see all previously created checklists displayed in one place.

Second, you can create a to do list directly. Press Ctrl + Space on your keyboard and type “to do list” in the pop up bar. All existing checklists will appear.

To create a new checklist first click the plus icon on the right hand side. A new form will open where you can enter the name or title and if needed then add a subheading. Click the plus icon again to add specific tasks or checkpoints.

For example, an engineer attending a service call might be required to upload an image of the machine. In such a case, under “File Upload,” select Yes to make it mandatory. You can also make remarks compulsory. Multiple items can be added to one checklist as needed.

Once the checklist is ready, it needs to be linked to a problem type. Go to the Service icon under Master, view all problem types, and connect the checklist using the Connect To-Do option.

When a call related to that problem is logged, the assigned engineer will see the checklist on their mobile app. They must complete every to-do before marking the service as resolved.

This process ensures thorough, accountable and high quality service.