This article covers how to setup workflows for SERVICE LEVELS, which are packages of preset workflow settings that you can easily apply to any body of water.
You can always change the settings for that specific body of water as needed, but service levels should be setup in a way that apply to all bodies of water by default. The process for configuring body of water workflows is very similar but there are some important differences that are laid out in this article.
To configure your service level workflows, go to Settings and scroll down to the "Service Levels" section. You can create your own service levels or leave the defaults in place.
How to setup service level workflow settings
Click on a tab to see the workflow settings for that service level
The settings here will auto-apply to any body of water when the service level is assigned to it. You can then easily customize settings for that body of water as needed.
There are 3 different sections you can create custom workflow items in: When Arriving, Job In Progress and When Leaving.
Technicians must complete all required items (or explain to office why they can't) in each section before moving on to the next part of the workflow. Items in each section can be completed in any order but they will always appear in the order you set.
The image below shows the entire workflow order from start to finish (actions will always be required or not based on your settings).
Please note that chemical dosing will also be a part of the "job in progress work flow"
Types of Workflow Items
System Items
Backwash
Cleaned Filter
Cleaned Salt Cell
These items always exist but will automatically be displayed or hidden based on the equipment selected for a body of water. For example, "Backwash" will not display if cartridge filter is selected because a cartridge filter can't be backwashed.
Clicking these items will allow you to access further settings such as required frequency, whether photos are required, and if additional instructions should display.
Workflow Items
Checklist
("Empty Skimmer Basket", "Empty Pump Basket", "Vacuum", etc.)Drop Down Menu
("Water Level", "Interior Surface Condition", etc)
Yes/No
("Algae Present?", "Did you speak to customer?", etc)
Question
("Describe overall pool condition", "What repair opportunities exist here?", etc)
Use workflow items for anything else you want to have the technician do. You can set each item as completion required/optional, photo required/optional, whether to share completed item details in customer email, and set how often the item should appear in the app or be auto-deleted from the workflow.
Note that only workflow items that apply to ALL bodies of water should exist here since they are the defaults and just a starting point. Workflow items that only apply to SOME bodies of water (like emptying cleaner bags) should be added directly to the workflow for that individual body of water where the item is applicable and not to the service level itself.
Create Custom Workflow Items
Create "checklist" workflow items
(click "Add Item +", edit item title)
Create "drop down menu" workflow items
(click "Add Item +", edit menu title, edit menu options and set requirements)
Create "yes/no" workflow items
(click "Add Item +", enter your question and the technician can choose "yes" or "no" as a response in the app)
Create "Question" workflow items
(click "Add Item +", enter your question and the technician can type any response they want in the app)
Workflow Item Settings
Make a workflow item required or optional (click the exclamation point icon)
If optional, technician will see the item but not have to mark it as completed before moving to next workflow section. If required, technician will have to tap the item to mark it as completed before moving on.
Make a photo required or optional for any workflow item (click the camera icon)
If photo is required, technician will be forced to take at least 1 picture when they mark the workflow item as completed or tap it to enter an answer. Typically this is a picture proving the item was done like an empty skimmer basket or closed and locked gate, etc.
Workflow items will appear in the app every visit by default, but you can set them to appear on a custom schedule frequency if you prefer
For example, you may want to have the pool service technician spray down the deck but only once every 4 visits. As shown below, "spray down deck" would be required and a picture would be required when shown, but it would only be shown once every 4 visits. The tech would not see it or be required to complete it during the other visits where it isn't shown.
Display completed workflow item details in the customer email
Control whether any completed workflow item displays in the customer email for route stops and jobs. You can also set whether the item photo, item name, or technician response displays in any combination and change the customer facing name.
Click "share when completed" settings icon
Click the toggle on/off switch to choose whether the name, photos, and/or technician response for the completed item is included in the customer email
Edit the customer facing item name to anything you want.
For example, you might change an item named "Skimmer Basket" to display as "Emptied Skimmer Basket" to the customer.
System Workflow Item Settings
System workflow items (Backwash, Cleaned Filter, Cleaned Salt Cell) can be highly customized. Click on any system item to open the settings window for it where you can edit start/end instructions, how often the item is required and which pictures are required.
The "Backwash" system item is used as an example in the points below but the "Cleaned Filter" and "Cleaned Salt Cell" items have very similar settings options as well.
When a technician taps on "Backwash" item in the app during a job or route stop, they will be presented with a mini-workflow from left to right...
Start Instructions --> Backwash Pictures --> Valve Closed Pictures --> End Instructions
Choose whether to require pictures of the backwash and also pictures of valve in closed position once backwash is completed (to prove the pool service tech didn't break the handle or flood the yard accidentally by leaving it in the wrong position)
You can add optional instructions to the start or end of the backwash process
This is most useful on a case by case basis for each body of water so most add those settings there and not here. However, default settings can be added here for the service level if you like. Start Instructions example would be telling the tech where to backwash to and End Instructions example would be telling them where to store the backwash hose.
Set a custom schedule for when completion is required on Route Stops (not one time jobs). The last date a backwash was performed will show in app along with how many visits are remaining until it's due again. When it's due, the technician will be required to complete it on that route stop.
For the "Cleaned Filter" and "Cleaned Salt Cell" system items... it's important to remember that this requirement setting will force the route stop technician to perform the action when it's due. This is great for some companies but isn't the correct method for companies who want separate repair technicians to perform these actions and charge extra for the services.
Pool Brain can accommodate this easily and automatically but there is a different way to set this up which this help article clearly explains.
PSI Gauge Reading Settings
You can make PSI readings required or optional on Route Stops (and Jobs). You also have the option to deactivate PSI entirely so the technician doesn't see it in the app for any reason.
We highly recommend NOT deactivating this on Route Stops but it makes sense for some companies to deactivate PSI reading on specific one time Jobs.
You can deactivate PSI readings on Service Levels, Route Stop Workflows, one time Job Templates, and one time Job Workflows.
Common mistakes to avoid
Don't create redundant workflow items
For example, "Balance chemicals", "Prime Pump", "Check PSI", and "Chemical Readings" are all redundant items you should not add yourself. Technicians will already be instructed to balance chems and enter readings in the app for all Route Stops. They will also be instructed to fully prime pump and take a PSI reading in the "PSI Gauge Reading" part of the workflow.Don't create workflow items here unless they apply to ALL bodies of water for that service level
For example, you might be tempted to put a workflow item named "Empty cleaner bag" or "Leave system in time out/auto mode" but not all bodies of water have cleaners with bags to empty or systems with time out/auto mode so this would be a mistake. Instead, you would add that workflow item directly to the body of water it applies to so the technician always knows to perform the correct actions at the correct locations and times.
Once you have completed the workflow item setup, you can set which chemical readings are required and how often