1.  Onboarding

1.1 Organization details

1. The name of your organization
   
2. The industry you are operating in.
   
3. The locale of your organization

1.2 Time and language settings

1. A common time zone for your organization's Zoho FSM account
   The time zone will be automatically selected based on the locale of the organization you chose in the previous step.
2. The language that you want to set as the primary language of the organization. You can change it later by changing the language of the super admin.

1.3 Country-specific Tax Rate(s)  

1. The tax rates you want to use in your estimates, work orders, and invoices and the tax authority administering them.

2. Work Order Management 

2.1  Create your first Work Order

Work Order

A work order is a record created for executing a contact service request.

1. Select the Work Orders module from the Work Order Management menu and click Create.
   
2. Enter the following details and click Save:
   
1. A Summary of the work order
   
2. A Priority
   
3. A Type to indicate the nature of the service the work order is being created for.
   Service: For providing, among others, repair, installation, or maintenance services
   Inspection: For performing diagnostics tasks
4. A Due Date that the work order should be closed by
5. The Company the contact belongs to
   
6. The Contact for whom the work order is being created
   
7. The Email address of the contact
   
8. The Phone number of the contact
   
9. An Asset
   An Asset is added when the service is for a product that you have sold
10. The Territory in which the customer is located.
11. A Service Address
    This is the address of the contact's location where the service task needs to be carried out. If a Service address exists for the contact, then on selecting a value in the Contact field, that address is filled in the Service address field. If the service address does not exist, then you can choose any other address available for the contact, or click Create New.
12. A Billing Address
    
    
    
    
13. Preferred Date1, and Preferred Date2 for the service call
14. A Preferred Time.
15. Any additional Preference Note regarding the service call
16. Entries for Services
    These denote the services which have to be delivered for this work order. The services added in the Services And Products module will be listed here. Select a tax rate or choose non-taxable by providing a reason. Click here to find details about setting the tax rates. Enter a percentage for the discount you wish to offer or a discount amount.
    
    
    
    
17. Add the Parts necessary for the service tasks.
    For Service, select the service for which the product has been added. Select a tax rate or choose non-taxable by providing a reason. Click here to find details about setting the tax rates. Enter a percentage for the discount you wish to offer or a discount amount.
18. Add the Skills necessary for the service tasks.
    For Service, select the service for which the skill has been added.
    
    
    

2.2 Create a Service Appointment 

Service Appointment

Service appointments are jobs created for carrying out the services in a work order.

1. Select the Work Orders module from the Work Order Management menu. Click the work order you want to add the service appointment to.
   
2. Click the Manage Appointment button at the top or select the Appointments tab and click Create Appointment.
   
3. Enter the following details, then click Schedule:
   
1. A Summary for the service appointment
   
2. The values for Start Date/Time and End Date/Time.
   The Start Date/Time and End Date/Time can be scheduled for different dates
3. A Service Resource (Field Agent or a Crew)
   One or more resources from the territory can be assigned to the appointment.
   

 2.3 Dispatch Service Appointment 

1. Select the Work Orders module from the Work Order Management menu. Click the work order whose service appointment you want to dispatch.
   
2. Select the Appointments tab and click the service appointment you want to dispatch.
   
3. Click Dispatch.
   

2.4 Start Work  

1. Log in to Zoho FSM mobile app and Check-in.
   
   
   
   
   
   
   
   If the user is checked-in, the All Service Appointments screen for the current date will be displayed. You can also view this screen by clicking All Service Appointments from the left menu.
2. Select the service appointment from the All Service Appointments screen or the Home screen.
   
3. In the  Appointment Details screen, click  Start Work.
   
   As the field agent commences the work for the service appointment, a timer will start to record the duration of work.
   
   
   
      
   

2.5 Complete Work 

1. Click Complete Work when the tasks for the service appointment is done.
   The screen for creating a service report is displayed.
   
      
   
   
2. Create the Service Report to complete the service appointment.
   
   In the service report, capture the following details and click Save:
   
        a. Problem Statement for the service appointment
        b. End Date Time for the service appointment
        c. Contact feedback
        d. Contact Signature
    
   
      
   

Service Report

A document capturing the details of the completion of the service appointment that is verified by the contact.

2.6 Generate Invoice 

1. Select the Work Orders module from the Work Order Management menu and click the work order whose service line items you want to create the invoice for.
2. Under the Invoices tab, click Create.
   
   
   
   
3. In the Create Invoice overlay, select the service line items you want to create the invoice for and click Next.
   If an invoice has been generated for a service line item, then that service line item cannot be selected.
   
   
   
   
4. Provide the necessary details and click Generate Invoice.
   
   
   
   The invoice will be created with the status Draft.
   
   
   
   
5. Click the Invoice Number to open the invoice draft and click Send Invoice.
   You can also record the payment.
   
   
   
   
6. Click Send to dispatch the email.
   You can email the invoice to one or more recipients. The email addresses associated with the contact will be pre-filled by default.
   
   

2.7  Record Payment 

1. Select the Work Orders module from the Work Order Management menu and click the work order whose invoices you want to record the payment for.
2. Select the Invoices tab and click on the Invoice Number to open the invoice.
3. Click Record Payment.
   
   
   
   
4. Click Record Payment in the confirmation message. The status of the invoice will change to Paid.
   
   
   

2.8 Close Work Order