फ़ील्ड सर्विस
Field Service runs after-sales service: requests, work orders, installed machines, AMCs and contracts, technicians, preventive maintenance, spare parts, warranty claims, customer feedback and SLAs.
Why and when you use it
Once you sell machines, customers call for repairs, AMC visits and warranty work. Field Service records each call, sends a technician, tracks spares used and checks that you met the promised response time. Service managers and coordinators use it daily; technicians close their jobs.
Before you start
- Customers and spare parts set up
- Technicians listed
- Field Service module active (Enterprise plan)
Step by step
- Record what customers ownIn Installed Base, list each machine you have sold or installed at a customer site, with its warranty.
- Set up contractsRecord annual maintenance contracts in AMC & Contracts, and the response times you promised in SLA & Escalations.
- Log the service requestWhen a customer calls, add it in Requests so nothing is lost.
- Create a work order and assign a technicianTurn the request into a job in Work Orders and assign it from Technicians.
- Use spares and close the jobRecord parts used in Spare Parts so stock is reduced and the cost is known, then close the work order.
- Claim warrantyIf a part failed under the maker's warranty, raise it in Warranty Claims to recover the cost.
- Plan preventive visits and collect feedbackSchedule routine visits in Preventive Maintenance. After each job, record the customer's rating in Customer Feedback. Watch overdue jobs in SLA & Escalations and the Dashboard.
- Check Registers Overview, Accounts and My PlanThe last tabs are shared by the industry modules. Registers Overview gives one summary of the registers in Field Service, Accounts shows the money side of the module and how it reaches your books, and My Plan confirms the module is active - it reads "Field Service Enterprise (Enterprise plan)".
Worked example
Patel Engineering Works in Rajkot has a 2 HP pump set under AMC at a dairy in Morbi, with a promised 24-hour response. On 12 Nov 2026 the dairy reports a leaking pump.
- Requests: logs the call at 10:15 am against the dairy's pump in Installed Base.
- Work Orders: creates the job and assigns technician Mahesh.
- Mahesh reaches at 3:00 pm and replaces the mechanical seal; Spare Parts: 1 seal at ₹650.
- The seal is under supplier warranty; Warranty Claims: raises a claim for ₹650.
- Work order closed at 5:00 pm; SLA & Escalations shows it met the 24-hour promise.
- Customer Feedback: the dairy rates the visit 5 of 5; Preventive Maintenance books the next quarterly visit.
Result: The job is closed within SLA, the seal is reduced from stock, ₹650 is claimed back from the supplier and the next AMC visit is already scheduled.
💡 Tips
- Log every call in Requests, even ones solved on the phone - it shows the real workload.
- Plan preventive visits per area to save technician travel.
- Raise warranty claims the same week; suppliers have time limits.
⚠️ Common mistakes
- Giving spares from the store without recording them in Spare Parts, so stock and job cost go wrong.
- Not listing machines in Installed Base, so warranty and AMC cannot be checked.
🎬 Video walkthrough (script — recording coming soon)
- Scene 1: Field Service Dashboard.
- Scene 2: Installed Base and AMC for the Morbi dairy.
- Scene 3: Request logged and Work Order assigned to Mahesh.
- Scene 4: Spare Parts and Warranty Claim for ₹650.
- Scene 5: SLA met and feedback recorded.
- Scene 6: Next Preventive Maintenance visit.