Key Features

1. Real time notifications to field agents informing them of their service appointments and any changes in their work schedule
   
2. Easily manage appointments for the day in a simple calendar view
   
3. Field agents can find accurate navigation to the appointment location using Google Maps
   
4. Has detailed view of what services need to be carried out and the products required for the service
   
5. Ability to reach out to contacts through call, email, and SMS
   
6. Instantly create a service report and capture the contact’s signature once work is done
   
7. Easily capture time taken to complete each appointment
   
8. Make changes to services rendered and products needed before invoicing
   
9. Capture photos/files from the service location and add it as Notes in the service appointment
10. Field agents can create Trips, which track the distance they traveled and the route taken for each appointment
11. GPS location tracking for field agents
    
12. Log time spent working on an appointment using Time Sheets
    
13. Offline mode enables users to use the app even without an internet connection

Supported Devices

Permissions Required

Checking-in

1. Log in to Zoho FSM mobile app.
   In the Home screen, the following details will be shown:
   - Ongoing Service Appointments or Upcoming Service Appointments
   - Overdue Service Appointments
   - Running Trip
2. Click Check-in.
   A timer will start to record the time logged in. After the field agents check in, location tracking will be enabled. Their GPS location will be visible in the Map view of the Dispatch Console in the Zoho FSM web app. This location will be updated every 15 minutes.
   
        

View Service Appointments     

1. Open your Zoho FSM mobile app.
   If the user has checked-in, they will be taken to the All Service Appointments list view screen for the current date. Besides the current date, you can view the service appointments for a period of 120  days, i.e. 60 days before the current date and 60 days from the current date. Select a date from the carousal to view the service appointments for that date. You can also view this screen by clicking All Service Appointments in the left menu. From this menu, you can also navigate to Ongoing Service, Upcoming Service, Overdue Service and other custom view screens.
   
   In the All Service Appointments list view screen, the list of service appointments for the current date is displayed with the following details:
   a. Name
   b. Status
   c. Start Time and End Time, Scheduled Date. 
   d. The Scheduled Start/End time is shown until the work has been completed. Once the work is started/completed, the actual Start/End time is shown.
   e. Duration
   f. Description
   
        
   
   You can hide the calendar view by clicking on . The All Service Appointments list view screen will be displayed. Click on  to switch to the calendar view.
   
   
   
   
2. Click  to view the All Service Appointments map view screen. The service location [  ] for the service appointments are displayed here. Click  to switch to the All Service Appointments list view screen.
   
    
   
   
3. Click Directions in the appointment details tile (located at the bottom of the All Service Appointments map view screen) to find the navigation path to the location of the service appointment. Click More Details to view the Appointment Details screen.
   In the All Service Appointments map view screen, the details of the appointments are shown in tiles at the bottom of the screen. Click  to view the current location of the user on the map. If Location is not turned on, then  is shown.

Standard List Views

1. Select View More in the left menu.
   
   
   
   All the available list views will be displayed.
   
   

Create Work Orders and Appointments

1. Select Work Orders, in the left menu.
   
   
   
   
2. In the Work Orders screen, click the add [+] icon.
   
   
   
   
3. In the Create Work Order page, enter the details of your work order.
   
4. Click add [+] for Service Line Items.
   A default tax will be set for the line items.
   
   
   
   
5. In the Add Service Line Item page, provide the following details and click Save:
   a. Select a Service.
       The associated service tasks (if any) will get populated.
   b. Enter a Quantity and select its unit.
   c. Select a Tax Preference.
   
   
   
   You can add additional service tasks to the service line item that will get added only for this work order. Click add [+] for Service Tasks.
   
        
   
   In the Add Service Task page, add the Service Task Name and click Save.
   
        
   
   
6. Add the necessary work order details and click Save.
   
   
   
   
   

1. Click the Edit [] icon on the top right side.
   
2. Make the necessary changes and click Save.
   
        
   

Manage Work Order Addresses

1. Click the more options [  ] icon of the address you want to add the new address to.
   
   
   
   
2. In the Add Address screen, do the following and click Save:
   
1. Enter the address details.
   From the Address relation dropdown, select the contact or company you want to link the address to.
2. Enter the tax details, if required.
   
3. Click Locate Address to obtain the GPS (Latitude and Longitude) coordinates of the entered address.
   
   
   
   
4. In the Select Geo Code screen, you can pinpoint the exact GPS (Latitude and Longitude) coordinates and click Save.
   
   
   

1. Click the more options [  ] icon of the address you want to edit.
   
   
   
   
2. In the Edit Work Order screen, change the desired details.
   
   
   
   If the Also update this address in the module checkbox is selected, the modified address will be updated in the parent (Company or Contact) module as well.
   

Create Appointments

1. Click Manage Appointment in the Work Order Details screen.
   You can also add an appointment by clicking the add [+] icon under the Appointments tab. If the work order has service appointments, then on clicking Manage Appointment, you will be taken to the Appointments tab. The option to create appointments will be available only if there are service line items in the New status.
   
        
   
   
2. In the Create Service Appointment screen, add the necessary details and click Schedule or Schedule and Dispatch.
   Tap on the Service Resource lookup to select an agent or crew. One or more resource can be assigned to the appointment. If more than one Service Resources is assigned, you can select one of them as the Lead else the assigned field agent will be deemed the lead. If you schedule an appointment without assigning it to a service resource, then the appointment created will be in New status.
   
   
   
   Click on a service to see the list of the component service tasks. Retain the ones you want to be part of the appointment. Uncheck the rest.
   
   
   
   
3. Click Schedule or Schedule & Dispatch in the confirmation message.
   
   
   
   
   

Link Service

1. Select the service appointment of the work order to which you want to add the newly added service. Under the Service And Parts tab, click Link Service.
   
   
   
   
2. Select a service and click Okay.
   
   
   
   
3. Click Save.
   
   
   

Delete Appointments

The Delete option is now available in the Service Appointment Details page. It is available under the more options [ ] menu.

Work on Appointments

1. Select the service appointment from the All Service Appointments list view screen.
   The service appointment can also be selected from under the Appointments tab of a work order.
2. Under the Overview tab, the following details about the service appointment are listed:
   
1. Service Address
   
2. Contact Details
3. Assigned Resources
   
4. Work Order details
   
5. Asset Details
3. The current transition for the service appointment is displayed alongside More Options.
   
4. Under the Overview tab, the following actions can be performed:
   
   1. The logged in user can do the following:
      - Get in touch with the Contact through call, email, or SMS. These options are available in the Contact card. If a value is not present for an option, then the respective icon will be disabled. 
      - Get in touch with the Company through call, or SMS. These options are available in the Company card. If a value is not present for an option, then the respective icon will be disabled.
      - Get in touch with the resources assigned to the appointment. These options are available in the Assigned Resources card. Those options will be listed for which there is a value.
      
      
      
      
   2. Click  in the Address card to find the navigation path to the location of the service appointment.
   3. SR location: In the Assigned Resources section, click  to view the last known locations of the agents and the service location of the service appointment. The following locations will be denoted by the respective icon:
      Service location: 
      Assigned Field Agent: 
      Logged in user: 
      
      
      
      
5. Under the Service And Parts tab, the following actions can be performed:
   
1. Edit Service and Part Line Items: Tap the Service or Part Line Item you want to edit. In the Edit Service Appointment screen, select the Service or Part line item you want to edit. In the screen for the line item, make the necessary changes and click Save.
   
        
   
   
2. Add Service or Part Line Item: Click the Add [  ] icon for a Service or Part Line Item. In the Add Service Line Item or Add Part Line Item screen, make the necessary changes and click Save.
   
   
   
   
3. Delete Service or Part Line Item: Click the Edit [] icon for a Service or Part Line Item. In the Edit Service Appointment screen, tap the Delete icon [] to remove a Service or Part line item.
   
   
   
   
6. Service Reports will be listed under the Service Report tab.
7. In the Service Tasks tab of the Work Order details screen, you can view the appointment associated with a service task. Click on  to view the associated appointments.
   
   
   

Points to remember

1. The details of the parent work order can be viewed by clicking in the Work Order details card.

Schedule Appointment

Click Schedule. Only appointments in the New status will have the schedule option.

Dispatch Appointment

     

Start Work

Click Start Work to commence the work for the service appointment. In the confirmation message, click Start Work to continue. A timer will start to record the duration of the work. If you want to view the timesheet before starting the work, click Edit Details in the confirmation message.

    

In the New Time Sheet page, click on a service to see the list of the component service tasks. Retain the ones you want to be part of the appointment. Uncheck the rest. You can also start work from this page.

     

Start work for a service line item

Under the Service And Parts tab, click Start Work for the service line item you want to work on. In the confirmation message, click Start Work to continue. A timer will start to record the duration of the work. If you want to view the timesheet before starting the work, click Edit Details in the confirmation message.

     

In the New Time Sheet page, click on the service to see the list of the component service tasks. Retain the ones you want to be part of the appointment. Uncheck the rest.

     

Start work using time sheets

You can also start work on an appointment or service line items by creating a time sheet. Under the Timesheets tab, click the add [+] icon. In the New Time Sheet page, click on a service to see the list of the component service tasks. Retain the ones you want to be part of the appointment. Uncheck the rest. Click Save.

  

Start work on individual service tasks

You can start work on individual service tasks in a service appointment. Under the Service Tasks tab, click Start Work for the service task you want to work on. In the New Time Sheet page, click Save.

  

Complete Work

Select this transition when the tasks for the service appointment have been completed. The timer recording the work duration stops. You have the option to mark the parent work order as complete.

     

The above confirmation message will appear if the status of the service line items is either In Progress, or Completed.

 

If the status of one of the service line items is Partially Completed, then when you complete the service appointment, you will have two options:

1. Complete all the services
   
2. Do not complete partially completed services

 

Complete all the services: If you choose this option, the status of the service line items will change to Completed and the status of the service appointment will change to Completed.

 

Do not complete partially completed services: The status of the service appointment will change to Completed. The status of the Partially Completed service line items will remain as is and the status of the other service line items will change to Completed. You can Resume Work on the Partially Completed service line items at any time.

Partial Completion

A service line item or service task once started can be partially completed.

     

Click Partially Complete in the confirmation message.

1. In the parent work order, you can create a new service appointment for the partially completed service task
2. Resume work
   
3. Complete work

 

     

     

Force Complete Work Order

You can force complete a work order even when its line items are only partially completed.

     

Reschedule Appointment

A service appointment can be rescheduled (i.e. the Scheduled Start/End time and the assigned field agent/crew can be changed). To reschedule an appointment:

1. Click More options and select Reschedule.
   
   
   
   
2. Make the required changes and click Reschedule.
   
   
   
   
3. Click Reschedule in the confirmation message.
   
   
   

1. Delink from appointment
   
2. Delete from work order
   
3. Delete service tasks
   

You can remove service tasks from the Edit Work Order page. Click on the remove icon [] to delete the service task from the work order.

Generate Invoice

To create an invoice:

1. Select Work Orders, in the left menu.
   
2. In the Work Orders screen, select the work order whose service line items you want to create the invoice for.
   
   
   
   
3. Select the Invoices tab and click the add [+] icon.
   
   
   
   
4. In the Generate Invoice screen, 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.
   
   
   
   
5. Provide the necessary details and click Done.
   
   
   
   
6. Select the Invoices tab. Click the invoice to open the invoice draft. Click  to send the invoice to the contact. In the Send Invoice screen, click  to send the invoice. If payment gateways are configured in Zoho Invoice/Books, then the customer can make payments online.
   You can also record the payment.
   
        
   
   
7. In the top-right corner of the invoice, click the more options [ ] icon and select Record Payment. In the Record Payment screen, click Save.
   Any custom field added to the Payments Received form in Zoho Books/Invoice will also be listed under the Custom Fields section.
   
        
   
   The status of the invoice will change to Paid.
   
   
   

The billing status of the service line item will be displayed along with the status of the service line item.

The status, and billing status of the work order will also be displayed in the Work Order List screen and Work Order Details screen.

     

Similarly, the status, and billing status of the appointment will also be displayed in the Appointments List screen and Appointment Details screen.

     

Click the more options [  ] icon in the top-right corner of the invoice for the following options:

1. Open in Zoho Books/Invoice
   
2. Download: You can download the invoice as a PDF
3. Share: You can also share the invoice externally
   

The maximum number of invoices that can be created for a work order will depend on your FSM edition. For a work order, you can create as many invoices as the service line items allowed for a work order .

Create Service Report

Service reports can be created for the service appointments.

Follow-up Work Order and Estimate

You can create a follow-up work order or estimate for an work order.

1. Select the Related List tab of the work order you want to add the follow-up work order to. Click + for Follow Up Work Orders.
   
   
   
   
2. In the New follow-up Work Order page, enter the necessary details and click Save.
   
   
   

To create a follow-up estimate:

1. Select the Related List tab of the work order you want to add the follow-up estimate to. Click + for Follow Up Estimates.
   
   
   
   
2. In the New Estimate page, enter the necessary details and click Save.
   
   
   

The created follow up estimate will be listed under the Related List tab.

1. Select the Notes tab within the record you want to create the note.
   
2. Click the add sign (+) at the bottom of the screen.
   
   
   
   
3. Enter a Title for the note.
   
4. Add the contents of the note.
   
5. Click Add attachment and choose an option.
   You can attach a maximum of 20 attachments with a combined size of 150 MB. Please note that the size of the attachments will depend on the Image Upload Resolution chosen.
    
   
   
   
6. Click Save.
   
   
   

The added note will be displayed under the Notes tab.

Long press the attachment to find the option to Save (Download), Preview, or Delete. You can also tap the attachment for its preview.

The notes added from the mobile app will reflect in the Notes tab of the Service Appointment Details page. This means the notes added by the field agent can be viewed by other users (with permissions).

Adding Attachments 

You can add the following types of attachments to the notes:

1. Image
   
2. Video
   
3. Audio

Trips

The field agent can initiate trips that will capture the journey undertaken for travelling to a contact 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.

      

The trip distances will be displayed either in Kilometers or Miles depending on the Distance Unit chosen in the organization profile.

The trip details can be seen in the service report of an appointment. Ensure that the Trips section is selected in the Page Layout of the service report template.

The consolidated details of the trips undertaken by the field agents can be viewed in the Trips Report.

 

Time Sheets

Field Agents can record the hours they spent for an appointment in Time Sheets.

Apply Time Off

The field agents can apply for time off in days or in hours. To apply for time off:

1. Select Time Off, in the left menu.
   
   
   
   
2. In theTime Off List screen, click the add [+] icon.
   
   
   
   
3. Enter the following details and click Save:
   a. The Service Resource for whom you want to add the time off details.
   b. Time Off Type
   If you select DateTime, you can apply for time off in hours by providing the Start Date Time and End Date Time.
   If you select Date, you can apply for time off in days by providing the Start Date and End Date.
   c. Any Reason for the time off.
   d. Any Comments, if needed.
   
   

The time off entries can be edited. From the Time Off list view page, tap on the entry you want to edit and click the Edit [] icon. On the Edit Time Off page, make the required changes and click Save.

     

You cannot create a new time off whose duration is in conflict with an existing one.

 

Add Contacts

Refer to this page for details.

Add Companies

Refer to this page for details.

Add Requests

Refer to this page for details.

Add Estimates

Refer to this page for details.

Add Services And Parts

Refer to this page for details.

Add Assets

Refer to this page for details.

1. In the Create Work Order screen, tap Scan QR/Barcode under the field.
   
   
   
   You can also scan the barcode/QR code from the Search screen.
   
   
   
   
2. Enable the camera permission for the FSM app.
   
   Click Yes.
   
   
   
   Click Allow.
   
   
   
   From your FSM app, at any time you can manage the Camera permission from Settings > Permission settings > Permissions > App permissions.
   
   
3. Point the camera at the barcode/QR code.
   
   
   
   The data in the barcode/QR code will be captured.
   
   
4. Tap on the select [] icon.
   
   
   
   Records whose value matches with the barcode/QR code value will be listed. Tap on the search result to select it. Tap on None if you do not want to select any search result. In the Create Work Order screen, the selected record's value will be populated in the lookup field.
   
        
   
   If there is no matching result, then No results found will be displayed.
   
   
   

 

   

Profile Details

Details about the logged in user can be viewed by clicking the profile icon in the left menu. The user and address information will be displayed under the Personal tab. Under the Work tab, you will find details of the territories and skills assigned to the user, and the crews the user is part of.

     

The profile details can be changed by clicking on the Edit [] icon. In the Edit profile page, make the necessary changes and click Save.

     

     

1. Tap the lookup field for which you want to perform the search.
   
   
   
   
2. From the Search by field dropdown, select the field with which you want to perform the search.
   
        
   
   
3. Enter the search value.
   The matching results will be displayed below. Tap on the desired search result to select it.
   
   
   
   If there are no matching records, then No results found will be displayed.
   
   

Simple Filters  

1. Select All Service Appointments/Work Orders, in the left menu.
   
2. In the List screen, choose Filter from the more options [ ] icon.
   
   
   
   
3. Enter the filter criteria and click Apply Filter.
   
   

Advanced Filters  

1. Select All Service Appointments/Work Orders, in the left menu.
   
2. In the List screen, choose Filter from the more options [ ] icon.
   
   
   
   
3. Click Advanced Filter.
   
   
   
   
4. Select the necessary filter criteria and click Apply Filter.
   
   

The filtered records will be displayed. The filter criteria will be mentioned at the top of the results.

1. Even if you apply the filter from the calendar view of the Service Appointments screen, the filter will be applied to all the service appointments, and not just those listed under the calendar view.
   
   
   
   
2. From the filter results screen, if you move to the calendar view, then the selected filters will be cleared.  
   
   
   
   
3. For some of the filter criteria, you can choose more than one value. Choose the required values and click Save.
   
   
   
   
4. To remove the filters, click Clear.
   
   

The records will be sorted. The sort criteria will be mentioned at the top. Click Clear to remove the sorting.

Location Spoofing Detection

1. The user will be checked-out of the app
   
2. Any ongoing trip if present will be ended
   
3. The Super Admin of the account will also be notified of such activity.
   

Troubleshooting

Incorrect Device Time

If you encounter the Incorrect Device Time error, try the following methods:

1. Switching your network: Switch to a different network and try logging in.
   
2. Restarting the device: You can restart your device and try logging in to FSM Mobile.
   

Login Issues 

If you encounter issues while logging in such as being unable to enter your credentials or being unable to proceed past the login screen, try the below methods:

1. Validate OneAuth
   
2. Clearing cookies
   

Validate OneAuth 

In case you have configured OneAuth in the same device as the one in which you are using FSM Mobile, kindly check the push notification sent to your mobile device during sign in. You will need to accept it to verify yourself.

Clearing cookies

Clear the "accounts.zoho.com" cookies from the FSM Mobile app. This will clear the saved usernames and passwords (only Zoho credentials will be cleared, other site data will be retained). To clear the cookies:

1. Click the More icon of three vertical dots.
   
   
   
   
2. Click the Info icon.
   
   
   
   
3. Click Cookies.
   
   
   
   
4. Click the Clear Cookie icon.
   
    

Negative Time Duration

In places where time duration is displayed in the mobile app, you might see a negative value for the time duration in some scenarios. Click on the Info icon [] to know more details.

The likely places where you might encounter this scenario are:

1. Time Sheet
   
2. Trip
   
3. Check-In

Settings 

Timezone