Service report templates for Salesforce

A service report is the record of the visit: who came, what was found, what was done, the parts used, the readings taken, the photos, and the signatures that say the customer saw it. This guide builds one on the Work Order, from the starter to the signed PDF on the record.

What a service report records

• The job: the work order number, the account and site, the work type, the date and the technician.
• The work: each line item, with the product, quantity and notes.
• The readings: the figures the technician measures on site, such as a pressure or a pass or fail.
• The evidence: the photos taken on the job.
• The sign-off: the customer’s and the technician’s signatures, with names and the date, or the reason the customer could not sign.

Salesforce’s own Service Report templates

Field Service comes with Service Report templates, and they do a good job of a standard report signed on site. A template is laid out in sections, with sub-templates for work orders, work order line items and service appointments, and Salesforce makes it as a PDF. See Salesforce’s ServiceReportLayout reference. Reach for Docable when you want your own design in a Word-like editor, photo galleries, sections that appear only when they apply, questions answered on the phone, editable Word as well as PDF, or the same template for many work orders at once. The sourced comparison is on Docable for Field Service.

Build one in Docable

1. Start from the starter

In the Docable app, open Templates, choose New, then Start from a quick start, and choose the Branded service report. It is built on Work Order and already has the parts below; change any of them in the editor. To build from blank instead, start a template on Work Order and add the same parts.

2. The header and job details

Click where a value goes and type @ to insert a field of the work order, or of a record it looks up, such as the account or the asset. See Fields and data.

3. Line items as a table

1. Click where the table goes, type @ and open the Lists & tables tab. Choose Work Order Line Items.
2. Set Add as to Table · one row per record, tick the fields to print as columns, then choose Add.
3. Under When there are no records, type a Message, and keep Repeat the heading row on each page ticked.

See Tables and collections.

4. Readings as questions

Add a question for each reading (a figure, pass or fail, a note for the office). The question is asked when the document is made, on the record page or on the phone, and the answer prints in the report. A required answer must be given before the document is made. See Fields and data.

5. A photo gallery

1. Click where the photos go and type @.
2. Open the Media tab and choose Photo gallery.
3. Set it to the Files titled Site photo on the work order.

Photos taken before Submit are in the document, even while they are still uploading. See Pictures.

6. Customer and Technician signatures

1. Click the signature block. Under Source, choose Salesforce Digital Signature and tick Signed when the document is made.
2. Set the Signature type to Customer. Add a second block with Signature type Technician. A template collects up to four.

The Signature type must be a value in the org’s Digital Signature Signature Type list, so an administrator adds Customer and Technician first. See Signatures.

7. Unable-to-sign reasons

On the Customer block, leave Allow Unable to sign on and set Ask for a note to Off, Optional or Required. The technician picks a reason from your own list (Setup › Picklist Value Sets › Docable unable-to-sign reasons); the reason prints in the report. See When someone can’t sign.

8. A section shown only when it applies

1. Select the section, for example a gas readings table that only an annual service needs.
2. In the selection bar, choose Show when…, then under rule 1 open Choose what to test… and pick the field, such as the work type.
3. Choose Apply. A Show when label sits above the section.

See Conditions.

9. PDF, Word or both

Switch the PDF and Word outputs on in Page setup. One template makes a PDF, an editable Word file or both from the same data. See PDF, Word or both.

When the template is approved and active, it is offered on every work order it fits.

What the technician does, with no signal

1. In the Field Service mobile app, open the work order, tap Actions, then Generate Service Document, and choose the service report.
2. Preview and sign shows an example page with the job’s values, lines and photos.
3. Answer the readings.
4. Tap Sign here · Customer. The customer signs on the pad, or the technician taps Unable to sign? and picks a reason. Then the technician signs.
5. Tap Submit. The screen says Saved for later.

When the phone syncs, Docable makes the report from the work order as it is then, with the answers, the signatures and the photos, and files it on the work order. Nothing to tap again. Each signature is stored on the record as a Digital Signature. See Make a document on a phone.

Email it to the customer

A record-triggered Flow emails the customer their signed report the moment it is made. It ships as a sample Flow to copy. See Generate documents from Flow.

Check it worked

Open the work order’s Files. The new report shows the line items, the answers, the photos titled Site photo, the signatures, the names and the date. Under Related, the work order lists a Digital Signature for each signer. If the technician had no signal, it is there once the phone has synced.

If it doesn’t work

What you see	What to do
The service report is not offered on the work order.	It appears once it is approved, activated and shared, and its Show when or Offer when rule fits the job.
Generate Service Document is not in Actions.	Your administrator sets it up once. See Set up Docable for the Field Service app.
There is no Sign here box, or a signature is refused.	Check the signature block is set to Signed when the document is made, and that the Signature type is one the org has.
Unable to sign? is missing.	The signature block has Allow Unable to sign off.
The report has no photo you took.	The photo was taken after Submit, or its title is not Site photo.
A section you expected is missing.	Its Show when rule did not fit the record. Test it on the record under Test on records.

Next

• Field service documents in Salesforce: the complete guide
• Make a document on a phone
• Make a PDF from a Salesforce work order
• Set up Docable for the Field Service app
• Docable for Field Service
• Salesforce Document Builder limitations: the full list