Does anyone use Workfront to track service calls?

[ChloeWY]

I'm the admin for my instance, and our field service support team asked me if there was a way they could track service calls in Workfront.

Currently they use an Excel spreadsheet that includes details of the call, who answered the call, how the issue was resolved, etc.  There are also a variety of year end reports in the Excel spreadsheet.

We sell our product through OEMs, so there aren't a high volume of service calls, only 1-3 a week during heating season.

The team wants to explore Workfront as an alternative to licensing additional software such as Salesforce.

Is anyone already doing this?  Would you mind sharing how you have it set up and any relevant lessons learned?

Thank you!

[Richard__Carlson]

Workfront can be used as an IT ticketing system.  It depends on what your needs are, you can use a request queue to traffic requests or you can have individual users open their own issue / task / project to track the work.  When the work is completed the issue / project / task can be completed.  Reporting can be configured to display information about the work in any stage.

[skyehansen]

One of my previous companies wanted to do this, and one of our learning points was that field service have different machines that need to be accounted for in some way. In particular our support team wanted to know if the field service personnel would be able to interact with Workfront in any way (an example to your case might equate to having field service people fill out who answered the call or how the issue was resolved -- but these folks only have tablets). So we would have had to test for the user experience on devices we normally don't have (tablets) as well as set up training for a branch of the company we don't normally interact with.

[Erika_Antkowiak]

Hi @ChloeWY! We do not currently use Workfront in this way, but I have used Salesforce and similar systems in the past and I have a few ideas. I'd suggest the following first though:

• You could use logs aligned to a project - They work very similarly to how Salesforce can be used to track sales calls.
  • Can use queue topics to give your teams a log option when they add a new log (For example, they would select Sales Call from a dropdown menu to categorize the log on the project)
  • Reports can be made to show volume and details of Sale Call logs
  • Projects could be made for each customer, region, etc.
  • Custom forms can be aligned to logs to gather notes from the call, caller info, etc.

Let me know if this helps or if you have any questions. I think this could work so let me know how it goes!

Best,

E