Browse the field guide 48 workflows
How to run the work—from the first call to the final payment
These guides are written for the people answering phones, pricing work, dispatching trucks, doing the job, ordering parts, sending invoices, and keeping the business under control. Start with the stage the work is in now.
Follow the normal service workflow
Use this path for a typical call that needs an estimate, a scheduled visit, field completion, and payment.
- 1 Capture and Assign a New Lead CSR, dispatcher, or sales coordinator
- 2 Build and Send a Profitable Quote Estimator, comfort advisor, or service manager
- 3 Create an Operations-Ready Job Dispatcher, project coordinator, or service manager
- 4 Schedule and Dispatch a Job Dispatcher or service manager
- 5 Complete a Job in the Field Technician or crew lead
- 6 Create and Send a Job Invoice Billing specialist, project manager, or office manager
- 7 Record and Apply a Customer Payment CSR, billing specialist, or authorized technician
Sales and Customer Intake
Handle new demand from the first call through a clean customer record, an approved quote, and an operations-ready handoff.
Capture and Assign a New Lead
Record a new inquiry while the caller or form submission is still fresh, then put one person in charge of the next contact.
Open the guideQualify and Convert a Lead
Move a real opportunity into the customer workflow without losing notes, source information, or promised follow-up.
Open the guideCreate a Complete Customer Record
Set up the account once so dispatch, field, billing, and collections all work from the same customer information.
Open the guideSet Up Customer Sites and Equipment
Give the office and field team the location, access, asset, and service-history context needed before the truck rolls.
Open the guideBuild and Send a Profitable Quote
Turn requested work into a clear, priced proposal the customer can understand and the crew can deliver.
Open the guideTurn an Accepted Quote into a Job
Hand sold work to operations with accepted scope, pricing, deposit plan, and scheduling requirements intact.
Open the guideLog and Triage a Service Request
Capture what the customer reports, assess urgency, and route the request to the right operational workflow.
Open the guideTrack Where New Work Comes From
Use consistent source data so owners can see which campaigns create qualified leads, booked work, and collected revenue.
Open the guidePlanning and Dispatch
Build workable jobs, match them to the right people, manage schedule changes, and keep recurring commitments visible.
Create an Operations-Ready Job
Build a work order that gives the office, crew, purchasing, and billing teams the same definition of the job.
Open the guideSchedule and Dispatch a Job
Put the right crew at the right place with enough time, information, and material to keep the customer promise.
Open the guideReschedule Work Without Losing the Customer
Move an appointment while preserving the reason, new commitment, crew visibility, and downstream readiness.
Open the guideSet Up a Recurring Service Agreement
Create a maintainable agreement with clear coverage, billing, equipment, visit cadence, and renewal ownership.
Open the guideReview and Renew Service Agreements
Work upcoming renewals early enough to correct pricing, coverage, and equipment before revenue or continuity is lost.
Open the guideConfigure Customer Self-Service Booking
Offer controlled online request options without exposing unavailable time or sending the wrong job type to dispatch.
Open the guideAssign a Follow-Up Task
Turn a promise or exception into a visible action with one owner, one deadline, and a link to the affected record.
Open the guideField Execution
Give technicians a repeatable path for arrival, scope control, evidence, customer communication, and job closeout.
Complete a Job in the Field
Run the visit from arrival through customer-ready closeout without making the office reconstruct what happened.
Open the guideWork from the Mobile App Offline
Prepare the device before losing service, record work locally, and verify that field changes synchronize when connectivity returns.
Open the guideComplete a Job Closeout Checklist
Use the assigned checklist as a quality and safety control, not a box-ticking exercise after the work is done.
Open the guideCapture and Organize Job Photos
Create useful before, during, and after evidence that another person can understand without being on site.
Open the guideGet Approval for Additional Work
Document a field scope change and obtain customer approval before additional work changes the job price.
Open the guideSend a Job or Account Message
Send a clear customer update from the record that caused it so the office can see what was promised.
Open the guideStock and Purchasing
Control warehouse and truck stock, buy what is needed, receive it accurately, and resolve transfer discrepancies.
Review and Correct Stock Levels
Keep warehouse and vehicle quantities dependable enough for dispatch, purchasing, and job costing decisions.
Open the guideTransfer Stock to a Service Truck
Move parts from request through pick, ship, and receipt so warehouse and truck quantities change at the right time.
Open the guideReceive a Purchase Order
Record what the vendor actually delivered, including partials, serials, costs, damage, and job allocation.
Open the guideRequest and Compare Vendor Pricing
Send a clear RFQ, compare like-for-like responses, and preserve why a vendor was selected.
Open the guideBilling and Cash Flow
Invoice completed work, collect and reconcile payments, manage exceptions, and follow receivables before they become bad debt.
Create and Send a Job Invoice
Turn completed or contractually billable work into an accurate invoice with a clean audit trail and payment path.
Open the guideRecord and Apply a Customer Payment
Take a payment securely, apply it to the intended invoice, and leave the balance and receipt history correct.
Open the guideWork an Overdue Invoice
Use a consistent collections sequence that confirms facts, records contact, and escalates based on risk and company policy.
Open the guideIssue a Credit, Refund, or Write-Off
Choose the correct financial correction and preserve approval, reason, and application history.
Open the guideReconcile Payments and Processor Activity
Resolve mismatches between Service Opus records, payment processor events, refunds, and invoice applications.
Open the guideSet Up Recurring Invoices
Create a billing schedule for predictable charges and verify the first cycle before relying on automation.
Open the guideConnect QuickBooks Online or Xero
Connect the company's accounting provider, map records, and prove the handoff with controlled test transactions.
Open the guideReview Job Profitability
Compare sold scope, approved changes, actual labor, materials, purchasing, subcontractors, and billing before the job disappears into averages.
Open the guideCustomer Retention
Handle callbacks professionally, protect maintenance revenue, request reviews, and keep customer-facing information current.
Handle a Callback or Warranty Concern
Respond quickly, connect the complaint to the original work, and determine responsibility from evidence rather than assumptions.
Open the guideRequest and Follow Up on a Customer Review
Ask satisfied customers at the right time, monitor delivery, and route unhappy feedback into service recovery.
Open the guideReview and Publish a Website Update
Move a trade website change from draft through preview, quality checks, domain readiness, and a monitored publish.
Open the guideTeam and Business Controls
Set up people, permissions, reporting, templates, automation, compliance, and administrative controls.
Set Up the Owner's Daily Dashboard
Arrange a small set of operating signals that answers what needs attention today, rather than turning the dashboard into another report archive.
Open the guideReview Labor Utilization and Job Time
Use scheduled, clocked, and job labor data to find capacity, payroll, and profitability problems while there is still time to act.
Open the guideAdd an Employee and Grant Access
Create a usable employee record, give only the permissions required, and make the person ready for scheduling, field work, or office duties.
Open the guideCreate a Team and Assign Members
Represent how work is supervised and assigned so schedules, permissions, reporting, and handoffs use the same team structure.
Open the guideSubmit and Approve Timesheets
Move job and non-job time from technician review through manager approval with missing and unusual entries resolved.
Open the guideRequest and Approve Time Off
Record leave early, check entitlement and coverage, and keep approved absences out of dispatch and staffing assumptions.
Open the guideTrack Licenses and Certifications
Keep required credentials current and visible before expired or missing evidence affects safety, compliance, or dispatch.
Open the guideAssign and Monitor a Subcontractor
Give outside crews clear job responsibility while keeping acknowledgement, compliance, commercial, and issue ownership visible.
Open the guideBuild a Reusable Business Template
Standardize recurring quotes, invoices, checklists, documents, receipts, onboarding, and communications without freezing bad assumptions into every job.
Open the guideConfigure an Automated Notification
Automate a repeatable alert or handoff only after trigger, audience, timing, ownership, and exceptions are understood.
Open the guideReview Audit History for an Important Change
Trace who changed a customer, quote, job, invoice, payment, setting, or approval without altering the evidence being reviewed.
Open the guideConfigure Taxes, Terms, and Core Company Rules
Set controlled defaults that match company policy and test their effect before they reach new quotes, jobs, and invoices.
Open the guide