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Smart360 Master Section - FAQs

Getting Started & Basic Setup

Q1: What is the Master section in Smart360 and what can I do here?

A: The Master section is the central hub for creating, managing, and configuring Standard Operating Procedures (SOPs) for field service operations. Here you can create new SOP templates, manage existing ones, configure safety requirements, define task sequences, set up material packages, and track performance metrics across your utility operations.

Q2: Who can access the Master section and what are the different user roles? A: The Master section is accessible to four main user types:

  • IT/System Administrators: Configure and maintain the platform, manage technical setup
  • Operations Managers: Oversee work order processes, access performance metrics and analytics
  • Supervisors/Managers: Manage day-to-day operations, assign work orders, configure templates
  • Field Force Technicians: Execute SOPs in the field (view-only access to published templates)

Q3: How do I create my first SOP template in Smart360?

A: To create your first SOP template:

  • Navigate to the Master section in Smart360Smart360's service order module
  • Click the "Create SOP" button to launch the SOP Builder wizard
  • Complete all seven steps: Basic Info → Safety Requirements → Task Definition → Materials & Equipment → Readings → Help → Review
  • Save as draft at any point or publish when all mandatory fields are completed
  • The system will automatically assign a unique SOP ID in the format SOP-XXX

SOP Template Creation & Configuration

Q4: What information is required in the Basic Info section when creating an SOP?

A: The Basic Info section requires:

  • SOP Name and Short Name
  • Detailed Description of the procedure
  • Utility Type selection (Water, Gas, Electricity, HVAC, or Other)
  • Service Association mapping
  • SLA parameters (in hours or days)
  • Priority level (High, Medium, Low)
  • Required fieldforce count for resource planning
  • Cost and tax rate information

Q5: How does the 7-step SOP Builder wizard work?

A: The SOP Builder guides you through a structured process:

  • Step 1 - Basic Info: Define SOP details, utility type, and SLA parameters
  • Step 2 - Safety Requirements: Select safety packages and protocols
  • Step 3 - Task Definition: Create task sequences with time estimates
  • Step 4 - Materials & Equipment: Define required materials and tools
  • Step 5 - Readings: Configure measurement parameters and acceptable ranges
  • Step 6 - Help: Add support resources (instructions, videos, files)
  • Step 7 - Review: Final review before publication or saving as draft

Q6: Can I save my work and complete an SOP template later?

A: Yes, you can save your work as a draft at any point during the creation process. Draft SOPs are stored in your workspacedraft tab and can be accessed and edited until you're ready to publish them. Note that there are no filters available in the draft section - all draft SOPs are displayed together.

Q7: What utility types are supported and how do they affect SOP configuration?

A: Smart360 supports five utility types:

  • Water
  • waste water : Meter installations, main repairs, pressure checks
  • Gas: Leak inspections, pipeline maintenance, pressure monitoring
  • Electricity: Meter replacements, smart meter installations, electrical safety
  • HVAC: Climate control systems, ventilation maintenance
  • Other: Custom utility operations not covered by standard categories Each utility type has specific safety requirements and standard procedures associated with it.

Safety Requirements & Compliance

Q8: How do I configure safety requirements for my SOPs?

A: Safety configuration involves:

  • Select appropriate safety packages from pre-configured options (Electrical Safety, Confined Space, Working at Heights, Hazardous Materials)
  • Choose specific safety protocols required for the procedure
  • Define Personal Protective Equipment (PPE) requirements
  • Ensure at least one safety protocol is selected for field work procedures
  • Match safety packages to the specific risks involved in the procedure

Q9: What are the mandatory safety requirements for field work SOPs?

A: All field work SOPs must include:

  • At least one safety protocol selected from available packages
  • Specific safety packages appropriate to identified risks
  • Explicitly defined PPE requirements for technicians
  • Pre-job safety briefing requirements where applicable
  • Emergency response procedures for hazardous work environments

Q10: How do I ensure my SOPs meet regulatory compliance standards? A: To ensure compliance:

  • Select appropriate safety packages that align with industry regulations
  • Include all required safety protocols for your utility type
  • Define comprehensive PPE requirements
  • Set up proper documentation and audit trails
  • Review safety requirements with your Operations Manager before publication
  • Use the system's built-in compliance tracking features

Task Definition & Workflow Management

Q11: How do I create and sequence tasks within an SOP?

A: Task creation involves:

  • Access the Task Definition section in the SOP Builder
  • Select from predefined task templates or create custom tasks
  • Set estimated completion times for each task
  • Define task dependencies and sequence order
  • Mark tasks as mandatory or optional
  • Specify required skills for task execution
  • Indicate if photo documentation is required

Q12: What are task templates and how can I reuse them?

A: Task templates are pre-built, standardized task definitions that can be reused across multiple SOPs. Examples include:

  • Meter Reading (15 minutes, Basic Utility Operations skill required)
  • Connection Inspection (30 minutes, Plumbing/Utility Safety skills)
  • Emergency Shutdown (10 minutes, Emergency Response skills)
  • Maintenance Check (45 minutes, Equipment Maintenance skills) Templates ensure consistency and save time when creating similar procedures.

Q13: How do I set accurate time estimates for tasks?

A: To set realistic time estimates:

  • Review historical data from similar procedures
  • Consider technician skill level and experience
  • Include setup and cleanup time in estimates
  • Account for potential delays or complications
  • Factor in travel time between task locations
  • Use feedback from field technicians to refine estimates
  • Include downtime between tasks where applicable

Q14: Can I make certain tasks mandatory vs. optional? A: Yes, you can flag tasks as mandatory or optional during task definition. Mandatory tasks must be completed before the SOP can be marked as finished, while optional tasks provide flexibility for technicians based on field conditions. The system validates that all mandatory tasks are completed before closure.

Materials & Equipment Management

Q15: How do I define material and equipment requirements for SOPs? A: Material and equipment definition includes:

  • Select from predefined material packages or create custom lists
  • Specify exact quantities needed for inventory planning
  • List all specialized tools required for the procedure
  • Include testing equipment and measuring devices
  • Define backup equipment requirements
  • Set up material package templates for reuse across similar SOPs

Q16: What are material packages and how do they work? A: Material packages are predefined sets of materials commonly used together for specific procedures:

  • Standard Metering: Digital Meter, Connection Adapters, Sealing Wire
  • Water Utility: Water Pressure Gauge, Pipe Wrenches, Leak Detector
  • Asset Maintenance: Lubricant, Inspection Sheet, Replacement Gaskets
  • Field Inspection: Inspection Meter, Voltage Tester, Calibration Tools These packages ensure technicians have all necessary materials and reduce return trips.

Q17: How does the system help prevent missing equipment issues? A: The system prevents equipment issues by:

  • Providing comprehensive equipment lists for each SOP
  • Requiring technicians to verify equipment availability before starting
  • Tracking equipment condition and maintenance status
  • Alerting supervisors when specialized tools are needed
  • Maintaining equipment usage history for planning purposes
  • Generating equipment requirement reports for inventory management

Readings & Measurements

Q18: How do I configure measurement parameters and acceptable ranges? A: Measurement configuration involves:

  • Select appropriate reading sets for your utility type
  • Define parameter names and measurement units
  • Set expected ranges for each measurement
  • Specify criticality levels (High, Medium, Low)
  • Indicate if photo documentation is required for readings
  • Configure alerts for readings outside acceptable ranges

Q19: What reading sets are available and when should I use them? A: Smart360 provides several predefined reading sets:

  • Standard Utility Meter Readings: Current readings, peak demand, power factor
  • Pressure System Readings: System pressure, differential pressure (requires photos)
  • Electrical System Readings: Voltage, current draw, insulation resistance
  • Water Quality Readings: pH level, chlorine level, turbidity
  • Gas System Readings: Gas pressure, flow rate, meter readings Choose reading sets that match your procedure requirements and regulatory needs.

Q20: How do I handle readings that fall outside expected ranges? A: When readings fall outside expected ranges:

  • The system automatically flags critical readings for immediate attention
  • Technicians receive alerts for high-criticality measurements
  • Structured escalation protocols are triggered for abnormal conditions
  • Photo documentation may be required for verification
  • Supervisors are notified of exceptions requiring review
  • Historical data helps identify patterns and trends

Help Resources & Documentation

Q21: How do I add support resources to my SOPs? A: In the Help step of the SOP Builder, you can add three types of resources:

  • Instructions: Text-based guidance and procedural notes
  • Video Links: Training videos or demonstration content
  • Files: Technical documents, diagrams, reference materials, safety data sheets These resources provide additional context and support for field technicians during procedure execution.

Q22: What types of help documentation should I include? A: Recommended help documentation includes:

  • Step-by-step procedural guides
  • Safety instruction videos
  • Equipment operation manuals
  • Troubleshooting guides
  • Regulatory compliance documents
  • Customer communication templates
  • Emergency contact information
  • Quality standards and inspection checklists

Review, Publication & Version Control

Q23: What happens during the Review step before publication? A: The Review step provides:

  • Comprehensive overview of all SOP components
  • Validation that all mandatory fields are completed
  • Summary of safety requirements and compliance status
  • Task sequence verification with time estimates
  • Material and equipment requirement confirmation
  • Reading parameter validation
  • Final opportunity to make corrections before publication

Q24: How does version control work for SOP templates? A: Version control in Smart360:

  • Each published SOP receives a version number
  • Historical versions are maintained for audit purposes
  • Changes are tracked with timestamps and user identification
  • Previous versions remain accessible for reference
  • Version comparison tools help identify what changed
  • Revision notes document the reason for updates

Q25: Can I edit or update published SOPs? A: Yes, published SOPs can be updated:

  • Create a new version with your modifications
  • All changes go through the same review process
  • Previous versions remain accessible for ongoing work orders
  • New work orders automatically use the latest published version
  • Change notifications are sent to relevant stakeholders
  • Audit trail maintains complete change history

Performance Monitoring & Analytics

Q26: What metrics and analytics are available in the Master section? A: The Master section provides key performance indicators:

  • Total SOPs: Complete count of all SOP templates
  • Active SOPs: Currently published and available templates
  • Template Types: Distribution across utility categories
  • Average SLA: Average completion time across all SOPs (currently 36 hours)
  • SLA Compliance Rate: Percentage of SOPs completed within target time
  • Exemption Rate: Percentage of SOPs excluded from SLA calculations (currently 5%)

Q27: How is the Average SLA calculated and what does it mean? A: Average SLA calculation:

  • Sum of actual completion times for all SOPs divided by total number of SOPs
  • Example: (30h + 36h + 42h) ÷ 3 = 36 hours average
  • Excludes SOPs with valid exemptions (technical issues, emergency delays)
  • Helps identify performance trends and optimization opportunities
  • Enables comparison between different SOP types and technician teams

Q28: How can I use analytics to improve SOP performance? A: Use analytics for improvement by:

  • Identifying SOPs consistently exceeding SLA targets
  • Analyzing completion time variations between technicians
  • Tracking material usage efficiency across procedures
  • Monitoring safety compliance rates and incident patterns
  • Reviewing field feedback for procedural improvements
  • Comparing performance across different utility types and service areas

Troubleshooting & Common Issues

Q29: What should I do if I can't publish my SOP template? A: If publication fails, check:

  • All mandatory fields are completed in each section
  • At least one safety protocol is selected for field work procedures
  • Task definitions include time estimates and required skills
  • Material quantities are specified for inventory planning
  • Reading parameters have acceptable ranges defined
  • SLA parameters are properly configured
  • Review any error messages displayed by the system for specific missing requirements

Q30: How do I handle SOP templates that aren't being used by field technicians? A: For unused SOP templates:

  • Review template complexity and clarity with field teams
  • Gather feedback on procedural accuracy and relevance
  • Check if required materials and equipment are readily available
  • Verify time estimates are realistic and achievable
  • Ensure safety requirements are appropriate and not overly restrictive
  • Consider consolidating similar procedures or updating task sequences
  • Archive outdated templates that are no longer relevant to current operations
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