Many field jobs need written customer approval: authorization before work starts, and sign-off when it is done. On the oilfield project I led, a Customer Authorization form was part of every job. Field Service has built-in tools for this, and a little design makes them fit both moments.
Service reports
A service report is a PDF summary of the job generated from a Work Order, Line Item or Service Appointment. You design it with a service report template: choose sections, fields and related lists (such as Products Consumed), and add signature blocks. Technicians generate the report in the mobile app, the customer reviews it on the device, and the PDF is saved to the record and can be emailed.
Digital signatures
Signatures captured on the device are stored as Digital Signature records related to the job. Each one records who signed, when, and the signature type. Define your own signature types (for example Customer Authorization, Technician and Customer Completion) in Field Service settings, then add a signature block for each type to the template.
Two moments, two signatures
- Before work: authorization. A short template, or a flow, captures the scope and the customer's approval. Gate the appointment so it cannot move to In Progress until an authorization signature exists.
- After work: completion. The full service report shows the work done, parts used and notes, and is signed by the customer and the technician.
Tips
- Keep the authorization template short. Customers will not read three pages before work starts.
- Show what was consumed. Including Products Consumed on the completion report avoids disputes at invoicing.
- Plan for offline use. Make sure technicians can capture signatures without a connection and that the records sync when they are back in coverage.
- Automate delivery. Email the signed report to the customer automatically, so the technician does not have to.
