Most service activities require work codes. Functions including call defaults, call escalations, coverage limits, price lists, default sites, charge and revenue product lines, and CAR use them.

Work codes represent the types of work you do. You can set up call defaults based on work code in Call Default Maintenance. Call Maintenance then uses these defaults, such as queue, call duration, and severity, to define calls for the corresponding kind of work.

You can base call escalation sequences on work code. This is useful, for example, when repair calls follow a different sequence of escalation steps than preventive maintenance calls.

When you define coverage levels for warranties, contract types, or contracts, you can base them on work code and service category combinations or invoice sorts. Work codes support a more detailed breakdown by the type of work. Use work codes to specify, for example, that the limit for preventive maintenance work is $100, but the limit for repairs is $200.

If you use work codes in price lists, you can charge different prices depending on the kind of work. For example, you might price installation labor higher than preventive maintenance.

You can base return sites and locations on work code. This is useful if you do different kinds of work at different physical sites or locations. For example, you might return items requiring PM service to different locations than items requiring repair.

Service product lines based on work code can track the costs and revenue generated by different kinds of work. You can, for example, separate the income generated by preventive maintenance from the income generated by repairs. You can also base default charge codes on a work code. Call Activity Recording uses charge codes and charge product lines; Call Invoice Recording uses revenue product lines.

Call Activity Recording and Call Invoice Recording use work codes to determine the coverage in effect and which charge code to use. For example, the system suggests a fixed price charge code for a fixed price work code.