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Service technicians at AW Computing use the Field Service mobile application when in the field. The technicians rely on Knowledge articles to assist them with completing assigned work.
How should the solution be configured to ensure technicians can access relevant Knowledge articles?
29 comments · newest first
JA
Jaleesa
11 months ago
Totally agree with B, saves time for everyone involved!
CL
Clare
11 months ago
A could work, but it might slow them down searching.
AV
Avery
11 months ago
I think D is the best choice, more integrated experience.
JO
Jovita
11 months ago
Wait, can we really attach articles directly to work orders?
DE
Deeanna
11 months ago
Option B seems the most efficient, easy access for techs!
SA
Salome
12 months ago
Adding the Knowledge Lightning component sounds familiar; I feel like we practiced a similar question about integrating components in mobile apps.
EL
Elinore
12 months ago
I think updating the Service Appointment layout could help, but I can't recall if that would make articles easily searchable.
AL
Alexia
1 year ago
Attaching articles directly to work orders seems practical, but I wonder if it might clutter the interface too much.
PA
Pamela
1 year ago
I remember we discussed how quick actions can streamline access, but I'm not sure if that's the best option here.
AN
Annamae
1 year ago
I'm leaning towards option A - creating a quick action to search the Knowledge base right from the work order. That seems like the most direct way to get the technicians the information they need.
FI
Filiberto
1 year ago
Option D sounds interesting, adding the Knowledge Lightning component to the mobile app. That could be a good way to make the articles easily accessible for the technicians in the field.
FI
Filiberto
1 year ago
Hmm, I'm not sure about this one. I'm thinking maybe option C to update the Service Appointment page layout could work, but I'll have to double-check the details on that.
NI
Nichelle
1 year ago
This seems straightforward - I'd go with option B and attach the relevant articles directly to the work order or work order line items.
NI
Nida
1 year ago
I think option C could also be helpful, updating the Service Appointment page layout to include the Articles related list would provide easy access to knowledge articles.
LE
Lemuel
1 year ago
I prefer option B, attaching relevant articles to the work order seems more practical to me.
EL
Elza
1 year ago
I agree with Telma, adding the Knowledge Lightning component to the app would make it easier for technicians to access articles.
MA
Marsha
1 year ago
Haha, option A is like asking the technicians to solve a Rubik's cube while juggling on a tightrope. Not the most user-friendly solution, if you ask me.
CE
Cecily
1 year ago
Option B sounds like the most practical solution.
DA
Dana
1 year ago
Hmm, I'm torn between B and D. Attaching the articles to the work order is practical, but the mobile app integration could be really slick. Tough choice!
NE
Nettie
1 year ago
I'd go with C. Updating the Service Appointment page layout to include the Articles related list is a great way to keep everything in one place. Technicians can quickly reference the articles they need.
LO
Loren
1 year ago
D seems like the easiest solution. Adding the Knowledge Lightning component to the mobile app means the technicians can access the knowledge base without having to switch between apps. Efficient!
SO
Sommer
1 year ago
I agree, having the Knowledge Lightning component directly in the Field Service mobile app would definitely streamline the process for technicians.
AN
Antonio
1 year ago
D seems like the easiest solution. Adding the Knowledge Lightning component to the mobile app means the technicians can access the knowledge base without having to switch between apps. Efficient!
MI
Micaela
1 year ago
I think option B is the way to go. Attaching the relevant articles directly to the work order makes perfect sense. That way, the technicians have all the information they need right at their fingertips.
KI
King
1 year ago
I think adding the Knowledge Lightning component to the Field Service mobile app could also be helpful for easy access to articles.
PA
Pansy
1 year ago
I think adding the Knowledge Lightning component to the Field Service mobile app could also be helpful for quick access to articles.
CR
Cruz
1 year ago
I agree, having the articles attached to the work order would definitely streamline the process.
NA
Nathan
1 year ago
I agree, having the articles attached to the work order would be very convenient for the technicians.
TE
Telma
1 year ago
I think option D is the best choice.