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The WorkLink platform has a number of existing and planned interface points to interact with customer systems.

Learn about a number of ways to interact with the WorkLink platform and recommended orchestration techniques for several common use cases.

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Table of Contents

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Glossary

There are a number of systems, key services and actors objects relevant to interacting with the WorkLink platform.

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the use cases described in this document.

Key Term

Description

GraphQL Flexible and efficient query-driven data-retrieval through an API

Method of retrieving a customer’s data via a single endpoint.

For more information, please see “Introduction to the Scope GraphQL API”.

DeepLinks

Method for of launching app and passing parameters through to the platform through a structure URL.

“Deferred Deep” linking automatically prompts for app download

Resource Catalogs

Method for the Scope Worklink app via a structure URL.

For more information, please see “Using Deeplinks”.

Webhooks

Method of notifying a customer’s internal systems about key events that take place in the Scope platform.

For more information, please see “Using Webhooks”.

Scenarios

Sets of work instructions pertaining to a specific physical device, to completed by a user while using the Scope Worklink app.

For more information, please “Scenario” in the reference docs.

Scenario Sessions

Recordings of Scenarios performed and completed by a user while using the Scope Worklink app.

For more information, please “ScenarioSession” in the reference docs.

Scenario Catalogs

Method of mapping a customer’s internal system objects (like assets or training modules) to sets of work instructions.

User Creation/Provisioning

Directory integration for automatic user creation. Coming in 2021

IoT Device

Pull data directly from devices. Coming in 2021

Use Case #1: System of Record Integration

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Scenario Sessions.

For more information, please “ScenarioCatalog” in the reference docs.

SSO Integration

Method of syncing Scope users with a customer’s directory.

Note

Coming in 2021

system-of-record Integration

Use Case #1: Real-Time Synchronization

Problem

As an administrator, I want a work order to associate Scope Scenario Session data with work orders in my system-of-record updated with activity executed through 3D work instructions, so that i have a single source of truth for job completion.

Application

Get data from a work instruction session and attach it to a particular job ID in the customer’s system of record.

Functional Summary

Clicking a URL in the system of record user interface (in a work order or a training module) launches the WorkLink app and loads the relevant work instructions.

A Work Instruction Session is completed and session data is sent to the CMS

Through a webhook, the system-of-record is notified data is available for the specific record id. System of record queries the GraphQL API to retrieve the data (Sample):

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Orchestration

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Through the Resource Catalog interface in the CMS, IDs (for asset models) are mapped to sets of Work Instructions

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The system of record is configured to generate a dynamic URL (or Deeplink) with the Asset Model ID and a System of Record ID.

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The URLs are added to the relevant UI screens in the system or record

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Customers configure a “webhook receiver” app to get webhook alerts

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(e.g. Salesforce), in real-time, as my users interact with the Scope platform.

Solution

I will use a custom internal application, Deeplinks, Scenario Catalogs, Webhooks, and the Scope GraphL API to retrieve Scenario Session data and associate said data with work orders, as the data becomes available.

Orchestration Summary

  • I will provide a work order identifier to Scope whenever a user leaves my system-of-record (to interact with the Scope platform).

  • The Scope platform will then attach said work order identifier to the Scenario Session data that it creates and manages.

  • The Scope platform will then notify me, in real time, whenever the user creates or updates Scenario Session data.

  • I will then retrieve the data, filter by work order id, and associate with work orders in my platform.

Configuration

  1. For each physical device (aka the “Asset”) that work orders might pertain to in the system-of-record (.e.g. “Generator Model #1234”):

    1. The administrator creates at least one Scenario for the Asset using the Scope Create 2 application.

    2. The administrator creates a Scenario Catalog using the Scope CMS web interface.

  2. The administrator configures the system-of-record to present a dynamically generated link whenever system-of-record users view work orders (aka the “Deeplink”). The link passes both the asset identifier and work order identifier as parameters:

    Code Block
    worklink://resource?action=fetch_catalog&asset=INSERT_ASSET_ID_HERE&work_order_id=INSERT_WORK_ORDER_ID_HERE

  3. The administrator creates a custom internal application designed to receive Scope Webhooks, and configures the customer’s Scope account to send Webhooks to said application.

To view sample configuration instructions for Salesforce, please see “ServiceMax Configuration Sample”.

Procedure

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  1. The user visits the Deeplink preconfigured in the system-of-record.

  2. The WorkLink app launches and loads the Scenario Catalog identified by the Deeplink asset_id query param.

  3. The user selects a Scenario and begins a Scenario Session (causing all query parameters passed by the Deeplink to be stored as a JSON hash in the externalData attribute, including and especially the work_order_id).

  4. The customer’s custom application receives Webhook event notifications pertaining to the creation (and later update) of the Scenario Session.

  5. The customer’s custom application queries the Scope GraphQL API and retrieves the data identified by the Webhook resource_id and resource_type (see Sample Queries).

  6. The customer’s custom application inspects the data retrieved decides whether to act based on the value of ScenarioSession.externalData.work_order_id

  7. The customer’s custom application then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using the system-of-record APIs).

Use Case #1b: Multiple Sessions

Summary

As an administrator, I want aggregate data for Work Instruction Sessions so that I can merge it with data from my system-of-record to calculate KPI and ROI metrics.

Application

  • For Learning Management Systems (LMS), get a report of everyone that has completed a particular work instruction scenario so that they get credit for the associated learning module in the LMS.

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Orchestration

  1. Customer system is configured to automatically query the GraphQL endpoint to receive the data fields necessary to perform any internal analysis.

  2. Customers can transform JSON format into CSV to merge with System system-of Record -record data.

Use Case #2: Data Analytics

Summary

As an analyst, I want to merge data from the Worklink system with my internal BI tools to visualize the data.

Application

  • Advanced visualization of WorkLink data, merged with customer system-of-record data.

  • Pull WorkLink system data to integrate with Security Information and Event Management systems. (Coming soon)

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Orchestration

  1. Customer system is configured to automatically query the GraphQL endpoint to receive the data fields necessary to perform any internal analysis.

  2. Customers can transform JSON format into CSV to merge with System system-of Record -record data.

Use Case #3: Call Integration (Coming Soon)

As a field service technician, I want an easy way to launch a call from our service desk application so that it’s associated with the active job id.

As an analyst, I want to measure time-to-resolution metrics for jobs that had AR Remote Assistance calls to measure ROI.

Application

  • Simplified calling

  • Closed loop service desk SLA metrics.

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Orchestration

  1. Users are assigned call IDs that can be integrated with a system-of-record (like a service desk tool’s contact list)

  2. Experts can click on a Deeplink to launch application and call a specific contact from the system or record.