# First-visit failure referral brief template | SourceX

Canonical: https://refer.sourcex.si/resources/first-visit-failure-recovery-referral-brief-template
Last updated: 2026-10-20

A company introduction about first-visit failure recovery is one page of metadata the service director can forward upward: company size, the field service and inventory systems, years of history, rough callback and work order volumes, who owns the records, who can authorize a licensing discussion, the written deadline and the open question about misdiagnosed visits. It holds no work orders, notes, photos or exports. Fill in the template with the service director, check eligibility, then send it to the decision-maker.

This template is part of the [first-visit failure recovery guide](/guides/workflow-first-visit-failure-recovery). Its one job is the handoff: turning what a field service software partner knows about a client's callback history into a note that a CEO can act on.

## The blank brief: ten fields

Every field asks for a description or a count. If a field would need a record to answer, leave it as a question for SourceX's review instead.

| Field | What to write | Who usually knows |
|---|---|---|
| 1. Company and service line | One line: what is serviced and for whom, no customer names | You, confirmed by the service director |
| 2. Full-time headcount at peak | A number; contractors and subcontracted technicians excluded | HR or the CFO |
| 3. Business task | One sentence on the decision the records show | Service director |
| 4. Systems | Field service platform, inventory or ERP, mobile app, contact center | Field service admin |
| 5. Years of history | First and last year in each system, plus any retired platform | Field service admin |
| 6. Volumes | Rough yearly counts of work orders and callbacks | Service director, labeled as estimates |
| 7. Coding | Whether diagnoses and resolutions were coded, and from which year | Service director |
| 8. Record owner | The company, with customer or manufacturer terms flagged | General counsel or the director |
| 9. Authorized contact | Name of the CEO, who can authorize a discussion | Service director |
| 10. Deadline and open question | The written cutover or contract date, and what nobody knows yet | Service director |

Field 7 matters because coded records are easier to review. In Dynamics 365 Field Service, resolutions can be linked to incident types and suggested when those incident types are added to work orders, so a company that used them may hold a coded diagnosis and a coded resolution on each job. Field 4 should also say whether parts were issued against each job or only counted in bulk, because job-level part issues are what later show the right part was on hand.

## A completed brief (Illustrative)

Illustrative. All values are fictional.

| Field | Entry |
|---|---|
| 1. Company and service line | Repair and maintenance of commercial kitchen equipment (ovens, fryers, dishwashers) for restaurant groups and hospitals |
| 2. Full-time headcount at peak | 340 |
| 3. Business task | Recovering jobs where the first visit did not fix the fault, and recording why |
| 4. Systems | Field service platform for jobs and part issues; ERP for stock; job attachments enabled since 2021 |
| 5. Years of history | About seven years in the current platform; four in a retired one, held read-only |
| 6. Volumes | About 52,000 work orders a year; about 3,100 callbacks a year (estimates) |
| 7. Coding | Incident types and resolutions coded from 2019; supervisors recode failed first visits from 2020 |
| 8. Record owner | The company; some customer contracts mention site data, and warranty work falls under three equipment makers' programs, all flagged for counsel |
| 9. Authorized contact | CEO, with the COO as working contact and the CFO informed |
| 10. Deadline and open question | Platform contract ends on a documented date; unknown whether callbacks stayed linked to the first job in every year when the right part was in stock but the wrong fault was diagnosed |

The open question is the useful part. It names the exact case that makes this history valuable, a wrong diagnosis with the right part available, and admits that its records may not link in every year.

## What stays out of the brief

- **No work orders, notes or photos,** even with names removed. Those are records.
- **No customer or site names.** "Restaurant groups and hospitals" is enough.
- **No performance claims** the director has not chosen to share, such as first-time fix rates.
- **No guesses presented as facts.** Label estimates as estimates; write "unknown" where nothing is known.

For a wider screen of field service companies, use the [field service work order introduction checklist](/resources/a-company-introduction-checklist-for-field-service-work-orders). The [first-visit failure system map](/guides/first-visit-failure-recovery-records-across-systems) helps fill fields 4 and 5, and the [licensing authority decision tree](/questions/who-can-license-first-visit-failure-recovery-records) helps with field 9.

## Does the company qualify?

Count 50+ full-time employees at peak; contractors and subcontracted technicians are excluded. The company also needs a documented operating history, rights to license the records and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English.

Unknown until SourceX reviews it: buyer interest in this record type, the effect of customer and manufacturer contracts on rights, how much preparation the notes need, and any offer. Partners sign the Channel Partner Agreement before submitting, and the first valid introduction within the 90-day window is credited when the company submits a verified application. The [field service histories page](/data-types/field-service-histories) describes the record type in general, and the [warranty claims data page](/data-types/warranty-claims-data) covers manufacturer-program work.

## What the reward looks like

Rewards are a share of the compensation SourceX actually pays the company you referred (the Actual Supplier Payout), up to $100,000 per referred company, subject to the program terms. SourceX pays rewards separately; they never reduce the company's payout. Illustrative only: a $40,000 Actual Supplier Payout would mean a $10,000 reward, and a $250,000 payout a $62,500 reward; the $100,000 cap applies cumulatively per company across all agreements and renewals. These are examples, not forecasts or quotes. A reward becomes payable after SourceX has paid the referred company under its signed agreement and the payout conditions in the program terms are met, including finance approval and your tax and payment details. The [referral earnings calculator](/tools/referral-earnings-calculator) and [how rewards work](/rewards) explain the arithmetic and conditions.

## Next step

> **Refer a company. Earn up to $100,000.** Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.

When the service director has corrected the brief and the CEO, who signs, expects it, [register as a partner](/register), recheck [who qualifies](/who-qualifies), and read the [program terms](/terms) before it is forwarded.

## Sources

- https://refer.sourcex.si/terms
- https://refer.sourcex.si/rewards
- https://learn.microsoft.com/en-us/dynamics365/field-service/work-order-resolutions