FSM
FAQs
How is Zoho FSM priced? Zoho FSM offers profile-based pricing. You can purchase two user types: Office Users and Field Workers. Office Users covers the Administrator, Customer Service Agent, and Dispatcher user profiles. Field Workers are users with ...
Functions
Set Up Functions You can set up functions in six places: Create a standalone function. Associate function to a workflow rule. Use functions later by including them in Schedules. Set the function to get executed upon the click of a Custom Button. ...
Connectors
Zoho offers integration support for a wide range of third-party applications, including core Google services (Contacts, Calendar and Google Ads) and Microsoft software (MS Office, MS Outlook, etc.). However, there are some services that cannot be ...
CRM Integration
Enabling the integration with Zoho CRM will allow you to fetch Contacts, Accounts and Products details from CRM. To enable the CRM integration: Navigate to Setup > Integrations > Zoho CRM and click Enable. Select the Company Name of the CRM account ...
Editions
Zoho FSM supports taxes for your transactions, with region-specific tax rules. The tax-related properties can be added for Services And Parts, Customers, and Companies. These values will be used while creating Estimates and Work Orders. United States ...
Introduction
To handle invoicing, billing and payments, Zoho FSM has inbuilt integration with Zoho Books. This will allow you to conveniently and quickly create invoices for your work orders and offer a secure way to your customers to make payments. Thus ...
Representational Tools
Dashboard Follow the steps below to create a dashboard: Select the Dashboards module and click the Create Dashboard [] icon in the top-left corner. Enter a Dashboard Name, and select the intended audience from the nearby dropdown. Select a Component ...
Reports
Reports help you obtain summarised data on work orders and territories and statistics relevant for analysis and decision-making. Data from the following reports are shown in the dashboard: Name Description Closed Work Orders This Month Displays ...
Email Templates
Email templates allow you to create personalised, and reusable content for your email communication and marketing. Email templates can be created in the following ways: From templates Using HTML From scratch Creating Email Templates To create an ...
Custom Modules and Fields
Besides Layouts (Setup > Customization > Layouts) that allow you to add predefined fields to a module and customise it as per your needs, you can also create custom modules and add custom fields. To create a new module: Log in to Zoho FSM. Navigate ...
Automation
With field services increasingly gaining traction worldwide, they are continuously evolving into a more systematic and standardized process. Automation plays a pivotal role in this transformation. Studied automation can make all the difference ...
Configure Field Service Process
Field Service Blueprint The field service blueprint depicts the process definition used in this application. It defines specific states and the admissible transitions that can take place from these states. The field service blueprint illustrates the ...
Configure Service Appointment Page Settings
Customize the service appointment details page as per your needs and work with only those fields which are essential for your work order process. Navigate to Setup > Customization > Layouts. Select the Web tab and click the section you want to ...
Configure Work Order Page Settings
Customize pages as per your needs and work with only those fields which are essential for your work order process. Navigate to Setup > Customization > Layouts. Select the Web tab and click the section you want to customize. In the section builder ...
Page Configuration Settings
You can customize certain screens in your application to suit the needs of your organizational process. You can choose the fields which are essential for your process, set their properties, and placement in the page. To customize the page: Navigate ...
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 The field technician can communicate with the customer through call, email, and SMS Field technicians ...
Adding Customers
Add Customer Details To add a customer: Select the Customers module and click the add [+] icon. Enter the Last Name. Click the Service Address or Billing Address field and click + Create New from the drop-down. In the Add Address overlay, enter the ...
Billing, Invoicing, and Payments
Creating an Invoice An invoice can be created for a service appointment whose status is Completed. To create an invoice: Go to the Work Order module and click the work order whose service appointment you want to create the invoice for. Click Service ...
Estimates
An Estimate provides a ballpark figure for how much it would cost to provide the services asked for in a Request. Once a request is approved, the estimate can be created for the request. Based on estimate, the customer can decide whether to proceed ...
Dispatch Console Resources List
The Service Resources List is displayed on the left side of the Gantt chart. Only active territories assigned to the logged in user will be shown here and the active field technicians and crew for the selected date will be displayed here. The ...
Dispatch Console Service Appointment List
The Service Appointment List displays all the appointments sorted in descending order by created time. The list is displayed on the left side of the Dispatch Console module with the following details about the service appointments: Name Status Date ...
Manage Service Appointments
Scheduling Service Appointments All the service appointments in the Dispatch Console are initially scheduled by assigning it to a field technician or crew. The appointments can be scheduled from the Work Order Details page as mentioned here. It can ...
Dispatch Console Map
The Map view displays the exact location of field technicians and the service address for the appointments. To see the Map view, navigate to the Dispatch Console module and click Maps tab. Choose which field technicians are shown You can view the ...
Dispatch Console Gantt
The Gantt view shows the service appointments in a timeline. To see the Gantt view, navigate to the Dispatch Console module and click the Gantt tab. All the scheduled service appointments for a field technician or crew will be shown in its row in the ...
Dispatch Console
The Dispatch Console is the task board for scheduling and dispatching the service appointments. It contains all the information that a Dispatch Console would require for assigning a service appointment to a field technician or crew. The Dispatch ...
Work Order Automation
Create Work Orders A Work Order is a record created for executing a customer service request. A Work Order can be created in one of the following ways: From Requests: Using the Convert to Work Order transition in a Request, a Work Order can be ...
Work Type Management
Work Type is a template for the services in a work order. Use these templates to add the services to the work orders quickly and to avoid repetitive data entry. A work type will be used in the Services And Parts module to link the skills and parts to ...
Work Order Setup
Request to Work Order Mapping On choosing the Convert to Work Order transition in a Request, the Create Work Order page is displayed with field values pre-filled. Using the Request to Work Order Mapping setting, you can determine the Request field ...
Channels
The following channels are available for the users to create Requests: Email Parser Web form Customer Portal Email Parser Using an Email Parser, you can automatically fetch data from the emails you receive and add them as records in your Zoho FSM ...
Requests
Requests are initiated to requisition service tasks. Service tasks are the offerings you provide as part of your field services. Requests can be raised by the customers in the portal. Additionally, they can also call the Customer Service Agent to ...
Set Up Skills
Skills indicate the professional capabilities of the field technicians. When a work order is created, the skills required to accomplish the work order are added. Later, the technicians or crew are assigned to the service appointment based on their ...
Office Users
All users with the Administrator, Call Center Agent and Dispatcher profiles will be listed here. All the service territories will be assigned to these users. You can edit the personal and address information of these users. To edit details of ...
Crew Management
A crew consists of several field technicians who are grouped together to conduct a specific task. Each crew is assigned a lead. Create Crews To create a crew: Navigate to Setup > Users and Control > Workforce and click the Crew tab. Click New Crew. ...
Field Technician Management
The field technicians 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. All users created with ...
Service Territory Management
Service territories 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. For example, service ...
User Management
Zoho FSM offers a multi-user environment by supporting different profiles and roles. A Profile defines the set of permissions and accessibility within the application whereas a Role defines a position of a user within the organizational-wide ...
Quick Start Guide
Purpose of this guide This guide encapsulates the key steps in the Zoho FSM account setup and the automated process flow. At the end of this guide, you will be able to complete the gamut of activities under work order management successfully. About ...
Pricing
Highlights Zoho FSM offers profile-based pricing. Click here to read about user profiles in Zoho FSM. - Upgrade and downgrade amount calculations are done on a pro rata basis. - Zoho FSM offers a trial period of 15 days with 10 free users. Purchase ...
Essentials of Zoho FSM
Key Terms Blueprints 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 ...
Overview of Zoho FSM
Zoho FSM is a cloud application that offers an overarching solution for handling the entire life cycle of processes involved in the management and execution of field services. All processes that are pivotal to field services are automated, such as ...