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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