FSL Basics

Question 1

Mobile employees who can perform field service work

Answer 1

Service Resources

Question 2

Teams of service resources that are assigned to service appointments as a unit

Answer 2

Service Crews

Question 3

Regions where field service work is performed

Answer 3

Service Territories

Question 4

Skills required to perform field service tasks

Answer 4

Skills

Question 5

Times when field service work can be performed for service territories, service resources, and customer accounts. Operating hours are made up of time slots: a time period within a day when field service work can be completed.

Answer 5

Operating Hours

Question 6

Tools to track the time your field service employees are spending on tasks

Answer 6

Time Sheets

Question 7

Times that service resources can work. Shifts can extend operating hours so that you can create service availability outside of normal hours.

Answer 7

Shifts

Question 8

Plans that help you track preventative maintenance work using auto-generated work orders

Answer 8

Maintenance Plans

Question 9

Parts for services that can be requested, required, transferred, and consumed in field service work

Answer 9

Product Items

Question 10

Requests for a part or parts

Answer 10

Product Requests

Question 11

Transfers of inventory between locations

Answer 11

Product Transfers

Question 12

Records of inventory returns or repairs

Answer 12

Return Orders

Question 13

Appointments for field service work

Answer 13

Service Appointments

Question 14

Templates for customer-facing reports summarizing the status of service appointment and work orders

Answer 14

Service Report Templates

Question 15

Requests for field service work

Answer 15

Work Orders

Question 16

Templates for common field service work, such as cable installations or furnace repairs

Answer 16

Work Types

Question 17

Designed to automate responses to various scheduling disruptions, such as gaps or overlaps caused by cancelations, changes in job completion times, or emergencies. By creating multiple recipes for each category of disruption, the dispatcher can ensure an automated, efficient, and systematic adjustment to the schedule, directly addressing the need for a streamlined response to common scheduling issues.

Answer 17

Scheduling Recipes

Question 18

Broad optimization service designed to optimize the schedule for multiple service territories over a specific range of days.

Answer 18

Global Optimization

Question 19

Provides a solution for adjusting schedules within the current day based on unforeseen changes.

Answer 19

In-Day Optimization

Question 20

Tailors the schedule for individual service resources based on changes to their availability or job assignments.

Answer 20

Resource Schedule Optimization

Question 21

A work rule that ensures a service resource is available to perform a service appointment. It can be configured to schedule breaks automatically, account for travel time, or set up short breaks between service appointments, such as the 30-minute lunch break.

Answer 21

Resource Availability

Question 22

A work rule that ensures a service appointment is assigned only to primary or relocation members of the appointment’s service territory.

Answer 22

Match Territory

Question 23

A work rule that enforces scheduling preferences based on a checkbox field on service resources, such as the “Active” field that indicates whether a service resource is active.

Answer 23

Match Boolean

Question 24

Work rule that enforces primary and secondary territory memberships.

Answer 24

Working Territories

Question 25

Work rule that ensures a service appointment’s required resource preferences are respected.

Answer 25

Required Resources