Essentials of Zoho FSM
Key Terms
They can be used to ensure that the business processes of an organization are enforced in a proper manner within the application. They help you define specific states, as well as the admissible transitions that can take place from these states.
A crew consists of several field technicians who are grouped together to conduct a specific task. Each crew is assigned a lead.
It is the scheduling tool from which the service appointments are scheduled and dispatched by users with the Dispatcher profile. The Gantt and Map views provide the users with all the information about the service appointments and available field technicians.
It provides a ballpark figure for how much it would cost to provide the services asked for in a request.
They conduct the requested field services at the customer location. Each field technician has primary and secondary territories associated with them that denote their base and temporary areas of service.
The Zoho FSM mobile app (available on both the iOS and Android) is a handy application for the field technicians to receive notifications about their assigned tasks, as well as to update their status on the fly.
They are initiated to requisition service tasks.
They are jobs created for carrying out the service tasks in a work order. These service appointments are assigned to field technicians or crews who will then render the services at the customer location.
They are domains that can be geographical, departmental, commercial, or based on any other way you want to segment your business. This demarcation helps you manage customer service requests and service personnel.
They indicate the professional capabilities of the field technicians. When a work order is created, the required skills needed to accomplish the work order are added.
A work order is a record created for executing a customer service request. Information from the customer requests is used to create the work order.
It is a template for a work order. Use these templates to create work orders quickly and to avoid repetitive data entry.
Zoho FSM Process Flow
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