In field service, technical intelligence is vital. Whether maintaining solar arrays, HVAC units, or electrical boards, your engineers find revenue opportunities daily. Sadly, these are often lost in verbal hand-offs or messy notes, becoming Ghosted quotes, work seen in the field but never invoiced.

The Defects and Recommendations feature streamlines the Field-to-office workflow. Onsite findings are recorded and synced back to the web app. The office reviews these in the dashboard for insights, without needing engineers to act like salespeople.

To build a clean workflow, your team needs to speak the same language. Understanding the difference between a defect and a recommendation ensures they are handled correctly and clearly communicated.

Now that you know what a defect or recommendation is, let's look at where they land. Every defect or recommendation logged in the field syncs to the dashboard on the web. Let's head to the dashboard.

To make sure your team can log defects and recommendations accurately, we first need to configure the core settings correctly.

There are three core settings involved: Defect types, Recommendation types and Defects and recommendations pipelines. The order you configure these settings matters. Pipelines must be set up first they control how each logged finding moves through defined stages, types rely on them during configuration. Types categorise these findings, making it easier for your team to track work and convert them into sales opportunities.

After your engineers notice repairs or upgrades needed on site, you need a way to track them post-job. The Defects and Recommendations pipeline organizes your team's process from observation to solution. Let's go through the setup.
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You can create multiple Defects and Recommendations pipelines in your account to match how your business operates. For example by recommendation types such as energy efficiency upgrades or compliance improvements. Take a moment to review what you've built and confirm each stage is named and coloured the way you want it.

Consider your Sales plan when building your Defects & recommendations pipelines stages.

With your pipeline active, we now need to move on to defect types and recommendation types. We recommend not making these too granular as you can't predict ever type of finding your technician will come across on a job.

Lets start with the Defect types your engineers will select on the mobile app. These can be industry-specific, such as a 'Refrigerant Leak' for HVAC, or broader categories like 'Safety Hazard' that work across multiple industries. Standardizing these types ensures that the information captured on mobile is consistent, providing the office with clear, structured data for accurate reporting.

Yours don't have to work this way. You might choose to separate the pipelines entirely, using one for defects and another for recommendations. This can be helpful if different teams handle corrective work versus improvements. Whatever structure you choose, the pipeline selected determines which stages it will follow.

The types you add for your business will vary depending on the industries you work in. To help you get started, we've put together a full list of suggested types across a range of industries — download now.

Bridging the gap video - review after doing the full flow

Now that your settings are configured, the office needs a way to manage the flow. The Defects and recommendations dashboard is your mission control. It bridges the gap between the engineer's observation and ensuring no finding is ever forgotten.

Every time an engineer saves a finding, it appears on the dashboard. Your office staff can review the details, read descriptions of faults or upgrades, and see photos before deciding how to move forward. Now that your setup is live, the dashboard is no longer just a general list—it is a reflection of your specific business logic. Let's see how your new configuration looks in practice.

The dashboard it is a reflection of your specific business logic. Let's see how your new configuration looks in practice.

As a decision maker, it's vital to understand the difference between Statuses and Stages.

The strategic value of this dashboard is twofold: operational efficiency and clarity. For commercial sites, you can use the dashboard to batch minor findings into a single, high-margin visit rather than wasting travel time on standalone micro-jobs. The dashboard keeps these items safe until you have enough work to fill an engineer's entire day.