Add a work order to a case to track the work that must be done to resolve the case.

1. Navigate to Agent Workspace > Agent Workspace Home.
2. Click the lists icon ( and select a case for which you want to create the work order.
3. Create a work order for the case.

   To	Follow these steps
   Create a work order from the quick-action button	Click Create Work Order.
   Create a work order from the related list.	Click the Work Orders related list. Click New.

4. (Optional) In the work order Template field, select a template for the work order to automatically tasks and part requirements. For more information on using work order templates, refer to Work order templates.
   The application creates the work order and adds it to the case form and to the related list for the case.

Create work order tasks to track the work created for a work order.

1. Click the lists icon
2. Navigate to Work Orders > Created by me
3. Select the work order for which you would like to create a work order task.
4. Do one of the following:
   • To create a work order task using a work order template, click the search icon in the Template field and select the template for this work order.
   • To create a work order task manually, click New and fill in the required fields.
   For field descriptions, refer to Create a work order task.
5. Click Save.

Qualify work order tasks associated with a work order to dispatch them to agents who can work on the task.

1. Click the lists icon
2. Navigate to Work Orders > Awaiting Qualification
3. Select the work order that has the work order tasks you want to qualify.
4. To qualify a work order task:
   1. Select the work order task.
   2. In the Dispatch group field, click the search icon, and select a dispatch group.
   3. Click Save.
   The work order task moves to Pending Dispatch state. When all work order tasks related a work order are qualified the work order moves to Qualified state. For more information on qualifying work order tasks, see Qualify work order tasks