The requirement is best implemented with Cases and Work Orders. The Case records the inbound technical-support interaction, while a related Work Order records the onsite physical service when dispatch is required. This preserves both contact-center and field-service histories under the standard service model.
Good Work Order design also preserves the distinction between planned work and execution results. Products Required, requirements, and task structure should be established before service; Products Consumed, actual times, signatures, and completion statuses then record what actually happened in the field.
The alternatives address different parts of the Field Service model. Using only Cases loses the structured field-work model; using only Work Orders loses the original support interaction and case-management context.
This structure preserves a clean audit trail from the original service requirement through individual tasks and visits, which improves downstream reporting, pricing, inventory, and service-history accuracy.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Work Orders — Cases; Work Orders; contact-center-to-field-service process.
