Defects & recommendations walkthrough: Office teams

As an office administrator or sales coordinator, you are the critical final link in the Field to office workflow. While the technicians provide the technical intelligence from the site, you provide the commercial action. We are going to master the defects and recommendations dashboard, ensuring you can navigate it with confidence and turn every field finding into a professional proposal.

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.

This dashboard protects against the 'Friday afternoon scramble.' A centralized system prevents lost paperwork and forgotten hand-offs. It offers a prioritized view of opportunities, allowing for immediate handling of urgent safety defects and strategic planning for return visits.

The dashboard offers two distinct views. The Kanban View is your 'Flow' view—it's highly visual and perfect for seeing where work is piling up in your pipeline.

The List View is your 'Admin' view—it's built for high-speed tasks like bulk-editing, cleaning up your data, or finding Resolved items that no longer appear in the Kanban.

We've now built your foundation. You know how to find the dashboard from the Customers tab, how to filter for High priority work, and how to manage the 'sticky' filters that keep your data organized. Now, let's look at turning that data into revenue through the quoting workflow.

Once a lead is qualified, it's time to build the document. The power of this dashboard is the speed of conversion; you don't need to re-type any data because the system carries the technician's field notes directly into your quote.

You've now successfully bridged the gap between field data and commercial proposals. By auditing the evidence, planning your batches, and using the 'Add Proposal' tool, you've turned potential risks into active sales opportunities.

When a customer hits 'Accept' on their portal, the system automatically triggers a Job Record. Your dashboard updates to 'Job Created', moving the finding back to the operations team and marking the defect or recommendations as Resolved - Fixed.

If a customer selects only one recommendation and leaves the other one, it reverts to 'Open'. So you never lose track of the lead. If they reject work entirely, you must take manual action. Use 'Mark as Resolved - Not Fixed' in the side panel or via the List View checkboxes to clear your dashboard while keeping a permanent record of the solution you offered.

Great software, only works if your team has great habits. The most important rule for this defect and recommendation feature is the 'Scope' distinction. If a finding is related to the current job—like needing a follow-up appointment to finish—that belongs in the Job report or may need a Variation.

However, if a technician is fixing an HVAC unit and finds unrelated damage to a wall or identifies a potential controller upgrade, that is a separate job. That should be logged as a Defect or Recommendation. Clear boundaries here mean you aren't chasing ghosts through pages of job notes for extra work, and the technicians aren't burying revenue that you needs to be quoting.