Work Order Lifecycle
Work order → scheduled → dispatched → in progress → completed → invoiced. Connects to case management (service events) and asset records (what’s serviced).
Universal Resource Scheduling
URS is the scheduling engine. Considers skills, location, availability, customer priority. Schedule Board gives dispatchers a visual view; Schedule Assistant suggests optimal assignments.
Field Service Mobile
The mobile app is where the technician works. Offline-capable, shows work orders, parts, knowledge, forms. Customize mobile forms per job type for fastest completion.
Connected Field Service
IoT integration triggers work orders automatically when sensors report anomalies. Predictive maintenance use cases — value depends on your IoT investment and data quality.
Reporting
KPIs to track: first-time fix rate, travel time, utilization, customer satisfaction. Field service margin depends on these.