Key FSM Terms
These FSM terms cover the core records, roles, and tools used to schedule, dispatch, and complete field service work:
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Asset: An item, location, or piece of equipment that requires service and is tracked in NetSuite. Unlike NetSuite's fixed assets, field service assets are custom records linked to customers and can have a parent-child hierarchy.
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Case/Support Case (may also be referred to as Work Order, Service Order, or Job): A NetSuite CRM case that represents a customer's problem or objective. Cases appear in NetSuite and are managed by operations managers or administrators. Cases have one or more tasks and are completed when all assigned tasks are completed.
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Drag-and-drop scheduling: The ability to assign or move tasks on the Schedule Board, making task management more efficient.
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FSM Mobile: The progressive web application technicians use on their device to access task assignments and update records when in the field.
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Project: A NetSuite record linked to a customer that lets you track profitability for specific projects. For example, a maintenance contract or warranty.
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Project Task: A task that can span more than one day. Project tasks are linked to projects, not cases. They're only available in accounts with the Project Management feature enabled.
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Schedule Board: A calendar-style view where schedulers assign and track tasks.
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Scheduler (dispatcher): The person who matches tasks to technicians using the Schedule Board.
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Task: Created from a case and assigned to field staff (technicians). Tasks appear on the Schedule Board and in FSM Mobile and are used to record time, parts, expenses, and completion details. Each task is a unique visit or set of activities needed to finish some work to resolve a case. Tasks can only last one day in NetSuite, so they only span a single day on the Schedule Board. Use project tasks, if your task spans more than one day.
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Technician: An employee assigned to complete tasks in the field using FSM Mobile.