FSM/RETAIL - Using Case Tasks instead

Kelly Logan · 3 weeks ago

I have been designing solutions for retail operations, national stores and the like, using Retail and FSM to handle their facilities issues (HVAC, paving, plumbing, etc). So far the standard design has been:
Custom Case -> Work Order -> Work Order Task

The Work Order task is generally set with defined skills and internal/contractor techs are chosen based on matching skill sets, location and availability using Assignment Assist and/or the Dispatcher Workspace.

(Note that I am declaring territories so that contractors can be included in the Dispatcher Workspace - if you haven't discovered that undocumented trick, have that for free. ;^)

I notice that there do seem to be options for configuring FSM to utilize Case Tasks instead of Work Order Tasks. Has anyone done this? If so, were you also able to utilize skills and territories for automated/suggested assignment decisions? (I'm assuming availability and location would work already.) How much extra work is involved in configuring this compared with the default WOT focus?

My thinking is that if a Case Task is used, it may be easier to maintain communications between stores (on Cases) and techs (on tasks), and in general be a simpler structure to maintain once configured. What do you think?

Skylar_Barth · 3 weeks ago

I would recommend against using Case Tasks to replicate Work Order Task functionality. For things like Dynamic Scheudling, bundling, crews, and eventual Schedule Optimizaiton, those work off the wm_task object. The case is the best layer for service model foundation / business stakeholders, really it is based on how the customer licensed as there is RSM and RO. But the store staff, looking at the portal, for all cases submitted for their location, can enter notes, and the work order notes that bubble up from the work order tasks, can also roll up to that case layer. So customer on case, internal staff on work order, possible contractor executes on work order task. And assuming 'custom case' as in 'case type'.

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Joshua Chen MTL · 2 weeks ago

@Kelly Logan

I'd simply expose the Case → Work Order → Work Order Task hierarchy on the portal for retail users. If technicians need visibility into Case work notes, maybe you could addcase_viewer role. If they also need to add work notes on the Case, try case_viewer and sn_customerservice.proxy_contact roles.

i've seen customers create a BR to copy over work notes up and down the chain (WOT to Case, and Case to WOT) but this creates a lot of noise.

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interesting find, i suppose store task being an extension of FSM wm_task, we could do coool things with it in the future. i wonder how licensing would work if you have RO license for RSM (per store), could you use store task in the future within dynamic schedule/SO .. fsm scheduling? hmmm

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