Case and work order management
Turn a customer's complaint into a job that is ready to dispatch, in minutes.
F1 Agent identifies the customer from their phone or email, shows every asset they own and its service history, and lets a work type fill in the skills, duration and parts the job needs. Saving the work order creates the service appointment.
Built natively on Salesforce · by Cloud Ingenious, a Salesforce Summit Partner
In short
F1 Agent Cases and Work Orders is the intake stage of F1 Agent Field Service, built natively on Salesforce. It receives service requests as Salesforce cases (for example from your website), identifies the customer from phone number or email, and lets the service agent select the affected asset and review its service history.
The agent then creates a work order and picks a work type, which automatically brings in the required skills, expected duration and products. Complex jobs can be split into work order line items, and saving the work order creates the service appointment that dispatch assigns to a technician.
The real problem
Most bad service visits were planned badly at the front desk.
The technician gets blamed for the repeat visit. But look upstream and the cause is usually the intake: a ticket with no asset, a description copied from a call, and a job sheet that leaves out the part he needed.
"Which customer is this?"
The request comes from a personal email or a new number. The agent creates a duplicate contact, and the customer's history splits in two.
"Which machine is it?"
The customer owns six units. The ticket says "machine not working". The technician finds out which one when he arrives.
"Has this happened before?"
The same fault was fixed six weeks ago. Nobody checks, so the same temporary fix is applied again.
"What does this job need?"
Skills, time and parts are decided by whoever takes the call, differently every time. Dispatch and inventory cannot plan around guesses.
What good intake looks like
A ticket records a complaint. A work order describes the fix.
This distinction is where most service tools go wrong. A ticket only has to be logged. A work order has to be executable: someone should be able to dispatch it, stock for it and bill it without calling the customer again. Use the checklist below to test your own process.
A typical ticket
Contact: R. Mehta
Notes: customer called, says urgent, please send someone
Assigned: ?
No account, no asset, no history, no skill, no duration, no parts. Every downstream team has to ask again.
An executable work order
Five questions to ask of your intake process
Is every request tied to an account?
Not just a name in a text field.
Is the specific asset recorded?
So history builds on the right machine.
Does the agent see past jobs first?
Before deciding what work is needed.
Are requirements standardised?
Same job, same skill, time and parts.
Is the appointment created automatically?
So nothing waits in a queue for re-entry.
Answered "no" to two or more?
Send us three recent service requests. We will show you what each would look like as an F1 Agent work order, with the work types you would need.
How F1 Agent handles intake
From request to dispatch-ready appointment in seven steps.
Request
Raised on your website and created as a case in Salesforce.
Identify
Phone and email match the request to an account.
Select asset
The agent picks the affected unit from the account.
Review history
Past jobs and recurring faults on that asset.
Diagnose
The agent talks to the customer and records the issue.
Work order
A work type adds skills, duration, products and line items.
Appointment
Saving creates the service appointment for dispatch.
Case intake and customer identification
Every request starts attached to the right customer.
A request raised on your website enters Salesforce as a case. F1 Agent uses the phone number and email on the request to find the related account, so the agent works with the customer's whole relationship instead of an isolated ticket.
Solves: duplicate contacts and split histories. Outcome: one customer record that every later job builds on.
Website support form
Asset identification and service history
Know which machine is down, and what happened to it last time.
The agent sees every asset at the account and selects the one with the problem. Before creating a job, they review its service history: when it was last serviced, what was done, and whether this is a recurring fault the technician should know about.
Solves: repeated temporary fixes. Outcome: the technician arrives knowing the machine's story.
Service history · Ventilator V-300 #A1182
12 Aug · Alarm sensor recalibrated
Same alarm reported. Sensor not replaced.
3 Jun · Preventive maintenance
Quarterly plan · filters changed
18 Jan · Installation
ICU 2, bed 4
Work orders and work types
Pick the work type. The requirements fill themselves in.
A work type is a predefined category of service work. When the agent selects it, F1 Agent brings in the required skills, the expected duration and the products the job normally needs. If a repair always takes an electrical skill, two hours and three components, nobody has to remember that.
Solves: inconsistent planning. Outcome: dispatch can match skills and inventory can stage parts automatically.
Skill
Biomedical L2
Duration
1 h 30 m
Products
2 items
Line items and service appointments
Break big jobs into parts. Save once to schedule.
Installations and multi-step repairs can be split into work order line items, each with its own timing and requirements. When the work order is saved, F1 Agent creates the service appointment: the work order says what must be done, the appointment says when and where.
Solves: large jobs tracked as one vague task. Outcome: every part of the work is visible, and the appointment lands straight in dispatch.
WO-05530 · Cold room installation
Use cases
Where better intake pays off fastest.
Breakdown on a production line
Equipment and machinery
Plant raises an urgent request; the agent cannot tell which of nine machines is down.
Email matches the account, the agent selects the failed unit, sees a recurring motor fault and picks the motor replacement work type.
Right skill and parts planned on the first call.
Peak-season AC complaints
Appliances and electronics
Hundreds of web requests a day, each typed into a job sheet by hand.
Web form creates cases; phone number matches the household; five common work types cover most jobs.
Appointments ready for dispatch within minutes, at scale.
Installation of a new system
Medical equipment
A multi-day install tracked as one task, with no view of which stage is late.
One work order with line items for survey, installation, calibration and handover, each with its own duration.
Every stage visible and schedulable on its own.
Why F1 Agent
Intake options, compared honestly.
Start small
Begin with your ten most common jobs.
You do not need to model every job on day one. We configure work types for the repairs that make up most of your volume, connect your website form to cases, and run them on your existing Salesforce org. Add more work types as patterns emerge.
"Our agents used to type the same repair requirements twenty times a day. Now they pick a work type and the job is ready for dispatch before the customer hangs up."
FAQ
Questions about cases and work orders.
What is the difference between a case and a work order?
A case is the customer’s request: something is wrong and they need help. A work order is the job your team will perform to fix it. In F1 Agent the case stays linked to its work order, so field progress updates the original request.
Where can cases come from?
One common source is your company website, where customers raise a support request that enters Salesforce as a case. Cases created in Salesforce through your other existing channels follow the same F1 Agent workflow.
How does F1 Agent identify the customer?
It uses the phone number and email on the incoming request to find the associated account in Salesforce, so the agent sees the full customer relationship rather than an isolated ticket.
What is a work type?
A work type is a predefined category of service work. Selecting it automatically brings the required skills, the expected duration and the products normally needed into the work order.
When should we use work order line items?
Use line items when a job has several distinct activities, such as installations, complex repairs or multi-step maintenance, that each need their own timing and requirements.
Is the service appointment created automatically?
Yes. When the work order is saved, a corresponding service appointment is created. It represents when and where the work will happen and is then assigned to a technician through dispatch.
Can the agent see what was done on the asset before?
Yes. The asset’s service history is visible before a new work order is created, including when it was last serviced and what work was performed.
Do we need to define work types for every job?
No. Most teams start with the work types that cover their most frequent jobs and add more over time. Jobs without a work type can still be planned manually.
Does this replace Salesforce Service Cloud?
F1 Agent runs on your Salesforce org and works with your existing service records. It adds the field service workflow from intake through dispatch, execution and billing.
Who sets up the work types and skills?
Your administrators configure work types, skills and required products in F1 Agent. During onboarding, the F1 Agent team helps you model them on your real jobs.