Field Service Management

NetSuite Field Service Management (FSM), formerly NextService, helps you coordinate and track services performed outside the office, such as repairs, installations, and maintenance. FSM provides configurable features for operations teams, schedulers, dispatchers, and technicians, as described in the following table.

Role	Features
Operations	Automated inventory and asset management - Track spare parts, van inventory, and customer equipment in real time. When technicians use inventory during a task, it's recorded right away so your stock information stays accurate. Task and job lifecycle tracking - Create, assign, monitor, and track tasks for field service jobs. Schedulers get live updates as tasks move through the workflow. Integrated customer and asset records - View comprehensive information about customers, service histories, and supported assets without toggling between systems. Streamlined dispatch and task monitoring - Schedulers assign, reschedule, or reassign tasks in one place, and then track progress and completion on one dashboard. Consistent data capture and reporting - Collect consistent data in the field and office to support customer billing and reporting. End-to-end visibility - Managers get real-time updates on technician locations, task progress, and parts used. For more information, see Field Service Operations.
Schedulers or Dispatchers	Drag-and-drop scheduling - Assign tasks to technicians and adjust workloads by moving tasks on the Schedule Board. You can check technician availability on the Schedule Board. For more information, see FSM Schedule Board.
Technicians	Real-time mobile access for technicians - Technicians can use FSM Mobile to view task details, update statuses, and access customer and asset history. All updates sync directly with NetSuite. Offline task access and sync - Technicians can continue working and updating tasks without network coverage. Updates sync automatically when a network connection is restored. For more information, see Field Service Management Mobile.

Role

Features

Operations

Automated inventory and asset management - Track spare parts, van inventory, and customer equipment in real time. When technicians use inventory during a task, it's recorded right away so your stock information stays accurate.
Task and job lifecycle tracking - Create, assign, monitor, and track tasks for field service jobs. Schedulers get live updates as tasks move through the workflow.
Integrated customer and asset records - View comprehensive information about customers, service histories, and supported assets without toggling between systems.
Streamlined dispatch and task monitoring - Schedulers assign, reschedule, or reassign tasks in one place, and then track progress and completion on one dashboard.
Consistent data capture and reporting - Collect consistent data in the field and office to support customer billing and reporting.
End-to-end visibility - Managers get real-time updates on technician locations, task progress, and parts used.

For more information, see Field Service Operations.

Schedulers or Dispatchers

Drag-and-drop scheduling - Assign tasks to technicians and adjust workloads by moving tasks on the Schedule Board. You can check technician availability on the Schedule Board.

For more information, see FSM Schedule Board.

Technicians

Real-time mobile access for technicians - Technicians can use FSM Mobile to view task details, update statuses, and access customer and asset history. All updates sync directly with NetSuite.
Offline task access and sync - Technicians can continue working and updating tasks without network coverage. Updates sync automatically when a network connection is restored.

For more information, see Field Service Management Mobile.

Administrators, developers, or technical consultants can use the Field Service Configuration record to customize FSM to meet your requirements.

Field Service Management Workflow

The core Field Service Management (FSM) workflow includes the following steps:

Operations managers create service cases and tasks.
Schedulers use the Schedule Board to view assigned and unassigned tasks and assign tasks to technicians.
Technicians use FSM Mobile to view task details, customer information, and asset history.
At the customer site, technicians use FSM Mobile to update task status, add notes, and record parts, time, and expenses.

FSM Mobile synchronizes technician updates with NetSuite in real time. Operations managers can monitor task progress as updates become available.
Completed tasks are available in NetSuite for review, follow-up, and billing.

For more information about Field Service Management, see the following topics:

For more information about Field Service Management's release notes, see Field Service Management.

Field Service Management Workflow

Related Topics