Operations · Module
Field Service
The right technician, the right part, a confirmed slot, fixed the first time
Field Service plans dispatch, appointments, an offline technician app, parts from van stock and billing handoff on one record. It can be bought as an Operations add-on or on its own.
What it does
Field Service is designed to get the right technician with the right parts to the customer's site at a confirmed time, complete the job on the first visit, and bill it correctly, including when there is no connectivity.
Service requests arrive from Service Desk tickets, the customer portal, WhatsApp, phone, email and Assets work orders, with problem type, site, asset or serial and a preferred slot. A warranty and AMC entitlement check shows whether the visit is covered or chargeable. Technician profiles hold skills, certifications with expiry, territories, shifts, home base and van stock.
Dispatch
The scheduling board offers timeline and map views, drag-and-drop assignment, time windows, conflicts and travel-time estimates. Dispatch optimisation proposes assignments balancing skills, SLA, parts availability, travel time and workload, with a plan quality score against a baseline. Customers receive WhatsApp or SMS confirmations with a reschedule option and an ETA message.
On site
The offline technician app gives the job list, site details, navigation hand-off, check-in and check-out, checklists, mandatory photos, notes, parts used and customer signature, all through an Action outbox that syncs later. Technicians can speak notes and part requests in an Indian launch language. A job sheet PDF is shared by WhatsApp or email, an on-site estimate can be approved by signature or WhatsApp, and an invoice request goes to Billing with a UPI payment link.
How it fits and what is different
Van stock is a set of Inventory locations, installed base is the shared Asset record, and AMC contracts drive preventive visits. Bought standalone, Field Service includes a thin core of parts, installed base, customers and billing handoff. Location is captured only during working sessions, under notice. Planned for W4 (Year 3, PI-6).
Features
What Field Service includes
Service request intake
From tickets, portal, WhatsApp, phone, email and Assets work orders with problem type, site, serial and preferred slot.
Sites and installed base
Customer sites with geocoded addresses and installed products tracked by serial.
Warranty and AMC entitlement check
Coverage lookup by serial or contract with a covered or chargeable decision on the request.
Technician profiles
Skills and levels, certifications with expiry, territories, shifts, home base, van stock and employee or contractor status.
Scheduling board and dispatch optimisation
Timeline and map views with drag-and-drop; proposals balancing skills, SLA, parts, travel and workload.
Appointment confirmation
WhatsApp or SMS confirmations with reschedule option, reminders and technician ETA; customer self-scheduling.
Offline technician app
Job list, check-in/out, checklists, photos, notes, parts used and customer signature with an offline Action outbox.
Indic voice notes
Spoken notes and part requests transcribed into job notes and proposed part lines.
Parts and van stock
Van stock as Inventory locations; reserve, consume, return defective parts and replenish vans.
Job sheet, estimate and billing
Service report PDF with signature; customer-approved estimates; invoice request to Billing with UPI payment link.
SLA timers and escalation
Response and resolution SLAs by contract and priority with escalation rules.
Service contracts (AMC)
Contract lines by asset, visit entitlements, billing schedules, renewal alerts and preventive visit generation.
Route optimisation and geo-verification
Multi-stop daily routes with time windows; check-in within a site geofence under privacy-bound capture.
Contractors, CSAT and OEM claims
Partner and freelance technicians with restricted access; post-visit surveys; manufacturer warranty claims with job evidence.
Workflow
Request to paid job
- 1
A request arrives from a ticket, portal, WhatsApp, phone or Assets work order
- 2
Warranty and AMC entitlement is checked
- 3
A dispatch proposal weighs skill, SLA, parts and travel and a technician is assigned
- 4
The customer confirms the slot and parts are reserved or confirmed in van stock
- 5
The technician travels, checks in, diagnoses and gives an estimate if chargeable
- 6
The repair is done with checklist, photos and parts used, and the customer signs the job sheet
- 7
Sync updates stock, asset history and SLA; an invoice request and payment link go out, followed by CSAT
AI
AI skills and Digital Employees
Dispatch optimisation
Assignment proposals with a plan quality score against baseline.
Absence handling
Reassignment proposals and execution within policy when a technician is unavailable.
Customer confirmations and ETA
Confirmation, reminder and reschedule conversations in the customer's language.
Voice notes to part lines
Transcribes Indian-language voice notes and matches part mentions to Items.
Photo verification
Advisory check that a required photo shows the expected element, such as a readable serial plate.
Technician copilot
Answers from manuals, SOPs and past fixes with citations, in voice or text.
Digital Employees that use this module
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Can I buy Field Service without the rest of Operations?
Yes. Standalone Field Service includes a thin core: parts with van-stock quantities, installed-base assets, customers and billing handoff.
Does the technician app work offline?
Yes. It is designed to complete jobs offline and sync later, reporting success or conflict per Action.
Is technician location tracked all the time?
No. Location is captured only during working sessions, under notice and a documented purpose, with retention limits.
Can customers book on WhatsApp?
Customer booking, slot confirmation and rescheduling on WhatsApp are planned, using approved message templates.
See Field Service in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.