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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