Work orders represent running process workflows such as a new service delivery, change request, cancellations and others:
- When an order is created, a new work order is created for each line item, to facilitate item delivery.
- Work orders are automatically created based on predefined templates.
- Work order templates are configured in the product catalog, specifically in the price book entries.
- When a work order is created, it replicates the template but includes additional details such as status, actual dates, and other relevant information.
- Work orders are composed of tasks, phases, dependencies, and constraints.
- Work orders track schedules similar to project management tools (e.g., Microsoft Project), with features like baselines, actuals, and estimates, applicable to both the entire work order and individual tasks.
- For in-progress work orders, schedules are updated whenever a task is modified or through a background batch job (App Launcher → Nextian Settings → Job Scheduler → Update Work Orders Schedule).
- Tasks within a work order can run in parallel but may be restricted by dependencies.
- Tasks can be manual (executed by individuals), or automated (run APEX code).
- Individual tasks can be assigned to individual users or Salesforce queues.
- Routing engines such as Salesforce Omni-Channel can be employed for load balancing and skills-based routing.
