WAKU Care for Service Teams
As a Service Team, you maintain and repair devices on behalf of your clients. WAKU Care is your coordination hub — from planning visits to documenting every task completed in the field.
How service teams are structured in WAKU Care
Section titled “How service teams are structured in WAKU Care”Your Workspace represents your service organization. For each client you serve, you maintain a Customer Workspace that holds that client’s devices, deployment sites, and service history.
Your technicians log in to your Workspace and are assigned roles in the Customer Workspaces they work at. This keeps client data separate while allowing your team to operate across all accounts.
What service teams typically do
Section titled “What service teams typically do”Keep track of client assets
Section titled “Keep track of client assets”Know exactly what devices exist at each client site — their model, status, history, and current condition. When something changes, it’s reflected immediately.
- Managing Devices — View and update device records
- Deployments — Navigate client sites
- QR Codes — Scan codes on-site to jump directly to a device’s page
Execute work orders in the field
Section titled “Execute work orders in the field”Work orders tell technicians exactly what to do. Each work order contains tasks, checklists, and required parts. Technicians work through them step by step and document their results.
- Work Orders — Understand the full work order lifecycle
- Execution — How to work through tasks in the field
- Tasks & Checklists — Follow structured procedures
- Completion — Finalize work and close out orders
Respond to incidents
Section titled “Respond to incidents”When a client reports a problem — through the Customer Portal or directly — a Case is created. Service teams investigate, document findings, and track resolution.
- Cases — Manage incident reports from creation to resolution
- Resolution — Document fixes and close cases
Plan service visits
Section titled “Plan service visits”A Service Job groups all the work at a client site into one coordinated visit. Technicians see all their tasks in one place; managers see progress as the visit unfolds.
- Service Jobs — Organize and execute planned visits
- Planning & Execution — Prepare visits and manage day-of execution
Use standardized procedures
Section titled “Use standardized procedures”Work Templates ensure every technician follows the same steps for every procedure — regardless of who’s on site. Templates can include task instructions, checklists, durations, and required parts.
- Work Templates — Define and reuse service procedures
- Knowledge Hub — Centralized library of procedures and files
Manage spare parts
Section titled “Manage spare parts”Track which parts are on hand, where they’re stored, and which ones get consumed on each job. Keep stock levels healthy so technicians aren’t waiting for parts.
- Inventory — Manage parts across client sites
- Assembly & Usage — Record what was installed in which device
Daily workflow for technicians
Section titled “Daily workflow for technicians”The technician daily workflow guide covers a typical field day from start to finish — checking assignments, working through tasks, responding to incidents, and wrapping up.
Technician Daily Workflow
A practical guide for field technicians using WAKU Care every day. Read the guide →
Work Orders
Understand how work orders are created, executed, and completed. Learn more →
Roles & Permissions
Understand which roles give technicians and managers the right access. Manage access →
Best Practices
Recommendations for running an efficient service operation. Read best practices →