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Service Management

PART IV: Reporting & Optimization

Session 11: SWO Reports & Recommendations

Course Code: SVC-11
Goal: Accurately document completed service work and generate actionable recommendations that lead to proposals, ensuring clear communication and proactive customer engagement.

Session Overview

Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Intermediate (Technicians, service managers, and back-office support)
Resources Provided:

  • SWO Report Template
  • Recommendation Entry Guide
  • Customer Portal Submission Walkthrough
  • Proposal Drafting Quick Reference

Learning Objectives

By the end of this session, participants will be able to:

  • Complete and finalize detailed service work order (SWO) reports
  • Enter clear problem, resolution, and PM log data
  • Add actionable recommendations for repairs, upgrades, or preventive steps
  • Generate a customer-facing SWO report and submit it via the portal
  • Convert accepted recommendations into formal proposal drafts
  • Practice documenting and proposing follow-up service from a completed SWO

Session Agenda

11.1 Completing Service Work Orders with Full Documentation
  • Reviewing required SWO fields:
    • Problem Description
    • Resolution Details
    • Time & Labor Logs
    • PM Checklist Completion
  • Attaching supporting documentation: photos, readings, site notes
  • Confirming technician sign-off and customer acknowledgment
11.2 Adding Technician Recommendations for Additional Work
  • Where and how to enter recommendations in CUBE
  • Types of recommendations:
    • Deferred maintenance
    • Upgrade opportunities
    • Replacement parts or new systems
  • Linking recommendations to systems, sites, or assets
  • Classifying by urgency and type (safety, efficiency, compliance)
11.3 Generating a Formal SWO Report
  • Generating the formatted Service Work Order Report
  • Including problem/resolution, time logs, PM tasks, and recommendations
  • Customizing company branding and technician signatures
  • Previewing and exporting the report to PDF
11.4 Submitting Reports via the Customer Portal
  • Uploading the SWO report directly to the customer portal
  • Notifying customers via automated email or portal message
  • Tracking report views and follow-up interactions
  • Ensuring access permissions are set for external stakeholders
11.5 Creating Proposal Drafts Based on Accepted Recommendations
  • Reviewing accepted recommendations from the customer portal
  • Launching proposal creation directly from the SWO module
  • Auto-filling system, labor, and materials based on the recommendation
  • Saving proposal drafts for internal review or customer follow-up
11.6 Exercise – Complete SWO Report and Convert Recommendation to Proposal

Participants will:

  • Open a completed work order with attached technician notes
  • Finalize the SWO report including PM logs and photo attachments
  • Enter a recommendation and classify its priority
  • Export the report and submit via the portal
  • Convert the recommendation into a proposal draft

Post-Session Action Items

To reinforce training, participants are encouraged to:

  • Review recently closed SWOs and ensure documentation is complete
  • Standardize recommendation formats for clarity and follow-up
  • Use the SWO report generator to send completed jobs to customers
  • Monitor the portal for customer feedback on submitted recommendations
  • Convert high-priority items into proposals and assign to sales or ops

Note: When scheduling, make sure to include this session code: SVC-11.

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