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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.

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

A: To create your first SOP template:

  • Navigate to the Master section in Smart360'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 draft tab and can be accessed and edited until you're ready to publish them.

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

A: Smart360 supports five utility types:

  • Water
  • waste water
  • Gas
  • Other

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

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.

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
  • 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 service order can be marked as finished, while optional tasks provide flexibility for technicians based on field conditions.

Materials & Equipment Management

Q15: How do I define material requirements for SOPs?

A: Material 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
  • 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.

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

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
  • Troubleshooting guides
  • Emergency contact information

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 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
  • 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

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
  • SLA Compliance Rate: Percentage of SOPs completed within target time

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

A: The Average SLA is calculated by taking the mean of all individual SLA commitments across your active SOPs.This metric serves as a performance benchmark, helping you track whether actual completion times meet your commitments.

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