Field Service Management (FSM)
Overview
Managing work that happens in the physical world — dispatching technicians, scheduling on-site visits, tracking parts and assets, and closing out the job from a mobile device. Often the fulfillment arm of CSM or asset/maintenance processes.
Modules in this family
- Field Service Management — dispatch, schedule, and manage on-site work
- Work Order Management — the work-order lifecycle at the heart of FSM
- Workforce Optimization — forecast demand and optimize the field workforce
Modules in this family
Field Service Management
The system for managing work that requires someone to physically show up — installations, repairs, inspections, maintenance. It schedules and dispatches the right technician (with the right skills, parts, and location), guides them through the job on a mobile app, and tracks parts and time.
Work Order Management
The structured lifecycle of a field job: a work order captures what needs doing, breaks into tasks, gets assigned and scheduled, and moves through states to completion and sign-off. It's the backbone record that FSM scheduling and mobile work revolve around.
Workforce Optimization
Tools for managers to plan the field (or service) workforce: forecast how much work is coming, see whether they have the right people and skills to meet it, and optimize schedules and shifts accordingly. It turns reactive dispatch into proactive capacity planning.
Official docs: Field Service Management ↗