Zoho FSM Mobile App

Zoho FSM Mobile App

The  Zoho FSM mobile app enables on-the-go field technicians to update their appointment statuses as they progress with their work.

Key Features

  1. The field technician can communicate with the customer through call, email, and SMS
  2. Field technicians can be immediately notified of the service appointments assigned to them
  3. Create Invoice for the services rendered and send it to the customer
  4. The trips undertaken by the field technician for a service appointment can be recorded 

Supported Devices

Requires Android: 4.1 and up  
Requires iOS: iOS 9 and up

Checking-in

  1. Log in to Zoho FSM mobile app.
    In the Home screen, the Overdue Appointments, Upcoming Appointments, Ongoing Appointments, and Running Trip are displayed.
  2. Click Check-in.
    A timer will start to record the time logged in. Only after the field technicians check-in will they be visible in the map view of the Dispatcher in Zoho FSM web app.

         

View Service Appointments     

When a service appointment is dispatched, a push notification is sent to the field technician(s) assigned to the service appointment. To view the service appointments assigned to them, the field technicians need to do the following: 
  1. Log in to Zoho FSM mobile app.
    If the user is checked-in, the All Appointments List View screen will be displayed. You can also view this screen by clicking All Appointments in the left menu.

              

  2. In the All Appointments List View screen, the list of service appointments for the current date is displayed with the following details:
    1. Name
    2. Status
    3. Start Time and End Time
      Till the work has been completed, the Scheduled Start/End time is shown. Once the work is completed, the Actual Start/End time is shown.
    4. Duration
    5. Description
  3. Under the All Appointments Map view screen, the service location for the service appointments are displayed.
  4. Click Directions in the appointment details tile (located at the bottom of the All Appointments Map view screen) to find the navigation path to the location of the service appointment. 
Note : In the All Appointments Map view screen, the details of the appointments are shown in tiles at the bottom of the screen. If Location is not turned on, then  is shown. If the device is connected, then  is shown.

View Notifications

In the Notifications module, the following updates related to a service appointment are displayed:
  1. Edits done on Notes
  2. Blueprint transitions
  3. Edits done on Work Order  services 
To view the notifications:
  1. Click the notifications [] icon at the top right corner.
  2. Click a notification to view the update received about a service appointment.

Calendar View

Apart from the current date, you can view the service appointments for a period of 20 days. To view the service appointments:
  1. Click the calendar [  ] icon at the top right corner.
  2. Select a date from the carousal to view the service appointments for that date.

Work on Appointments

The lead field technician assigned to the service appointment can update the status of a service appointment. To see the details of the service appointment and to update the status of the service appointment, the field technician has to do the following:
  1. Select the service appointment from the All Appointments List view screen.
  2. In the Appointment Details screen, the following details about the service appointment are listed:
    1. Service Address
    2. Customer Details
    3. Services and  Parts
    4. Assigned Technicians
    5. Parent Work Order details
    6. Service Report (if created)
    7. Follow-up Work Order (if created)
    8. Follow-up Estimate (if created)
  3. The current transition for the service appointment is displayed along with More Options. 
The details of the possible transitions are mentioned below. The transition states of the field process can be viewed here.

Start Work: The field technician commences the work for the service appointment and a timer can be started to record the duration of work.

          

In the Appointment Details screen, the following actions can be performed:
  1. The field technician can contact the customer through call, message or chat.
  2. Click  in the  Service Address section to find the navigation path to the location of the service appointment.
  3. Edit Services and Parts: Click the Edit [ ] icon for a Service or Part. In the Edit Line Item screen, select the line item you want to edit. In the screen for the line item, make the necessary changes and click Save.



  4. Add Parts: Click the Add [  ] icon for a Part. In the Add Part screen, make the necessary changes and click Save.



  5. SR location: In the Assigned Technicians section, click  to view the current locations of the technicians and the service appointments.



  6. Work on individual service
  7. Create follow-up work order and estimates
Complete Work: When the tasks for the service appointment have been finished, the field technician selects this transition. The timer recording the work duration can be stopped. When the timer is stopped the screen for creating the service report is displayed. You can either create the report right away or at a later time. Click here for details.

     

Generate Invoice

Once the work is completed, the invoice can be generated. Before generating the invoice you can also do some edits.

          

On clicking Generate Invoice, the draft of the invoice is shown. If any changes need to be made, click Edit from the more options [  ] icon at the top right corner and save the changes, else click Done to generate the invoice. Click  to send the invoice to the customer and any other intended recipient. In the Send Invoice screen, click  to send the invoice.

          

Once the invoice is sent, you will have the option to pay it.  This option will also be available under the Invoice tab.

     

To make the payment from the Appointment Details screen, click Record Payment. You will be given the option to either pay online or offline.

          

If you click Pay Offline, you will be taken to the Appointment Details screen with the status updated as Paid. If you click Pay Online, you will be taken to the Payments screen.

     

Work on Individual Service  

If you have more than one service in your appointment, you can start work on them individually. In the Appointment Details screen, click on the service you want to work on from the Service Tasks card. In the Service Details screen, you can start and stop the timer.

          

You can also mark the service as Completed and record the Start/End Time at a later time.

           

Create Service Report

In order to complete an appointment, you have to create a Service Report. In the Appointment Details screen, when the timer is stopped the screen for creating the service report is displayed. You need to add the customer signature in the report.

          

The created report can be viewed later by clicking the Service Report card in the Appointment Details screen. You can either create the report immediately after the appointment is completed or at a later time by clicking Create Report in the Appointment Details screen.

     

Follow-up Work Order and Estimate

You can create follow-up work order or estimate for an appointment. Click Create Follow-up Work Order or Create Estimate from the more options [  ] icon at the top right corner of the Appointment Details screen. Enter the required details and click Save.

   

The created follow-up work order or estimate can be viewed by clicking the Follow-up Work Orders or Estimates cards respectively in the Appointment Details screen.

   

Apply Time Off

The field technicians can apply for time off in days or in hours. To apply for time off:
  1. From the left menu, select Time Off.



  2. In the Time Off List screen, click the add [+] icon.



  3. Select either Days or Hours and proceed.

          

Trips

The field technician can initiate trips that will capture the journey undertaken for travelling to a customer service location.

To record a trip:
  1. Select the Trips tab within the service appointment you want to create the trip for.
  2. Click the add sign (+) at the bottom of the screen and click Yes in the confirmation message.
  3. Click Stop when the trip is finished. 
Detail of the current ongoing trip is shown in the Home screen too. Click on a completed trip to see the distance travelled.

      

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