Learn about recommended orchestration techniques for several common use casesfull integration with other systems in your organization.
In This Article
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Further use case examples are described here:
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Glossary
There are a number of key services and objects terms relevant to the use cases described in this document.
Key Term | Description |
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GraphQL API | Method of retrieving a customer’s data via a single endpoint. For more information, |
DeepLinks | Method of launching the Scope |
AR WorkLink app via a structure URL. For more information, |
see “Using Deeplinks”. | |
Webhooks | Method of notifying a customer’s internal systems about key events that take place in the Scope AR platform. For more information, |
see “Using Webhooks”. | |
Scenarios | Sets of work instructions pertaining to a specific physical device, to be completed by a user while using the Scope |
AR 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 |
AR WorkLink app. |
Scenario Catalogs |
Mapping a customer’s internal system objects (like assets or training modules) to Scenario Sessions. |
For more information, please “ScenarioCatalog” in the reference docs.
SSO Integration
Method of syncing Scope users with a customer’s directory.
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Coming in 2021 |
Real-Time Integration with System-Of-Record
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Problem
As an administrator, I want to associate Scope AR Scenario Session data with work orders in my system-of-record (e.g. Salesforce), in real-time, as my users interact with the Scope AR platform.
Solution
I will use a custom internal application, Deeplinks, Scenario Catalogs, Webhooks, and the Scope GraphL AR GraphQL API to retrieve Scenario Session data and associate said data with work orders, as the data becomes available.
Orchestration Summary
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I will provide a work order identifier to Scope whenever a user leaves my system-of-record (to interact with the Scope platform).
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The Scope platform will then attach said work order identifier to the Scenario Session data that it creates and manages.
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,
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and associate said data with work orders in my
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system-of-record.
Configuration
For each physical device (aka the “Asset”) that work orders might pertain to in the system-of-record (.e.g. “Generator Model #1234”):
The administrator creates at least one Scenario for the Asset using the Scope AR Create
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application.
The administrator creates a Scenario Catalog for the Asset using the Scope AR CMS web interface.
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_HERESee Using Deeplinks for more details on this.
The administrator creates a custom internal application designed to receive Scope
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To view sample configuration instructions for Salesforce, please see “ServiceMax Configuration Sample”.
Procedure
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AR Webhooks.
A company administrator then creates a webhook that will trigger this application when the pertinent information in the Scope AR system is added or updated.
See Using WebHooks for more details on how to do this.
Scope AR Deeplinks are highly extensible and accept any number of external data parameters, not just work_order_id.
Integration Workflow with Middleware App
To integrate your system of record that is triggering the execution of work instructions and then recording the results of that execution the data workflow would be as follows.
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The steps of this flow entail:
The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).
The WorkLink app launches and loads the Scenario Catalog identified by the
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Deeplink’s
asset
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query param.
The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash
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on the
ScenarioSession.externalDataattribute, including and
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notably
work_order_id).The customer’s custom application receives Webhook event notifications
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from the Scope AR platform that there is new data that the application is interested in.
The customer’s custom application queries the Scope AR GraphQL API
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to retrieve the ScenarioSession data identified by the Webhook payload
resource_id
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The customer’s custom application inspects the data retrieved
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for the value of
ScenarioSession.externalData.work_order_idThe customer’s custom application then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using
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system-of-record APIs, or similar)
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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
Customer system is configured to automatically query the GraphQL endpoint to receive the data fields necessary to perform any internal analysis.
Customers can transform JSON format into CSV to merge with system-of-record data.
Use Case #2: Data Analytics
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using available APIs from the system-of-record.
The customer’s custom application receives ALL Webhook notifications, not just create and update events pertaining to ScenarioSessions. The application should inspect the Webhook’s payload event and data.resource_type values in order to determine the proper action to take.
Integration Workflow with Built-in Integrations
Alternatively, you can use the built-in integration features of the WorkLink CMS. This eliminates the need for a custom middleware app and the WorkLink Integration scripts do that for you. See below for how that changes the data flow.
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The steps of this flow entail:
The user visits a Deeplink dynamically generated by the system-of-record (see “configuration” above).
The WorkLink app launches and loads the Scenario or Catalog identified by the Deeplink’s
assetquery param.The user selects a Scenario and begins a Scenario Session (causing all additional query parameters passed by the Deeplink to be stored as key-value pairs in a JSON hash on the
ScenarioSession.externalDataattribute, including and notablywork_order_id).The WorkLink integration receives Webhook event notifications from the Scope AR platform that there is new data that the application is interested in.
The WorkLink integration queries the Scope AR GraphQL API to retrieve the ScenarioSession data identified by the Webhook payload
resource_id(see Scenario Session Data Sample Queries ).The WorkLink integration inspects the data retrieved for the value of
ScenarioSession.externalData.work_order_idThe WorkLink integration then associates the retrieved Scenario Session data with the work order in the customer’s system-of-record (using system-of-record APIs, or similar) using available APIs from the system-of-record.
Scheduled Data Import/Analytics
Problem
As an analyst, I want to merge import data from the Worklink system Scope AR platform on a regular basis so I can visualize the data 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
Customer system is configured to automatically query the GraphQL endpoint to receive the data fields necessary to perform any internal analysis.
Customers can transform JSON format into CSV to merge with system-of-record data.
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Solution
I will use a custom internal application and the Scope AR GraphL API to retrieve Scenario Session data and store in a Data Store that my BI tools can read.
Procedure
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Customer creates a custom application that:
Queries the Scope AR GraphL API on a regular basis.
Translates the JSON response into a Schema most compatible with customer’s needs.
Stores the translated data to customer’s Data Stores.
Call Integration
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
Users are assigned call IDs that can be integrated with a system
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of
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record (like a service desk tool’s contact list)
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. This can then be used to initiate a call to that user and external data can be added for case id or any other record id.
The deeplink then launches application and calls a specific contact that is specified within the deeplink.
The call is connected and the external data included in the deeplink is stored within the session data.
The call’s session data is sent to the CMS to be stored with the external data included.
A webhook is triggered when the call session data is stored in the CMS.
The system of record (or some middleware application) is triggered by the webhook which then queries the CMS API for the full details of the call session.
The call session is then stored in the system of record, using the external data from the deeplink as the cross-reference info to connect the call session data to other records in that system.