1. Field Service Management
  2. Field Service Management
  3. Key Components of FSM

Key Components of FSM

FSM includes four core components that support every stage of field service:

Each component addresses a specific part of field service delivery, from system setup and scheduling to making sure technicians have access in the field.

FSM Administration

FSM administration involves setting up, configuring, and keeping records, preferences, and features in your NetSuite account up to date.

Administrator Tasks

FSM administrators can:

  • Enable and manage FSM features in NetSuite based on your organization's needs.

  • Configure the Item, Employee, Location, and Expense Category records for FSM.

  • Set up FSM service roles and permissions.

  • Coordinate the FSM Mobile app installation.

  • Give or remove mobile access for technicians.

  • Keep the FSM configuration up to date.

  • Test new FSM releases and custom changes in a sandbox before they're pushed to production.

For more information, see Field Service Management Administrator Guide.

FSM Operations

FSM operations management covers daily operations and reporting.

Operations Manager Tasks

Operations managers can:

  • Monitor the status of tasks and technician activities in real time.

  • Review dashboards and reports to track technician performance and service delivery.

  • Make sure you're meeting SLAs and response times.

  • Oversee task status reporting and address any delays or escalations.

  • Export FSM data when you need to analyze operations or performance.

  • Track customer issues, asset service history, and consumables used.

  • Set up follow-up actions or reach out to customers based on what happens with each case.

FSM Schedule Board

The FSM Schedule Board lets schedulers plan and adjust work on a board with time windows. It also includes a map and panels for filtering and lists. Schedulers drag and drop tasks to reschedule or reassign them, then save changes to NetSuite.

Scheduler Tasks

Schedulers (or dispatchers) can use the Schedule Board to:

  • View resources and their assigned tasks, availability, and working hours.

  • Assign, unassign, and adjust tasks with drag-and-drop.

  • Change task dates and adjust task start and end times.

  • Add or remove team members on a task.

  • Use the map to understand resource and task locations.

  • Open NetSuite records directly using provided links.

  • Download the most recent service report for any task.

  • Create, copy, and cancel tasks.

For more information, see Field Service Management Schedule Board.

FSM Mobile

The FSM Mobile app is a progressive web application (PWA) that technicians use on their phones or tablets to view, update, and complete assigned tasks from anywhere in the field.

Technician Tasks

Field technicians can use FSM Mobile to:

  • Check their assigned task list and each task's details.

  • View a map of tasks and a map/route for a specific task.

  • Launch an external GPS mapping app for routing.

  • Start and complete tasks, including capturing completion details through mobile tabs.

  • View customer contact information.

  • Use the task's subtasks to record other task information, including time, parts, expenses, and actions taken.

  • Work offline, and the app will automatically sync their updates when they're connected again.

For more information, see Mobile User Guide.

Related Topics

General Notices