Managing FSM Employee Records
Users of Field Service Management must have the corresponding NetSuite employee record to access FSM functionalities. Use the user groups described in this topic as reference when setting up your users' employee records.
Field Technicians
Configure the employee before assigning field work.
When setting up employee records for field technicians and mobile users, consider the following:
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Ensure that the employee is assigned to the correct subsidiary.
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Use the Field Service Mobile User role rather than using an unrestricted administrator role.
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On the Field Service subtab, check Field Service Mobile User.
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Set the Field Service Work Calendar to define the technician's availability on the Schedule Board.
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If the technician uses inventory, set the Field Service Employee Location to the technician's van or other assigned inventory location.
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Set the Field Service Region for scheduling and operational filtering.
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If you track labor costs or profitability, set the Field Service Labor Cost.
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If you use skill-based scheduling, set the technician's skills.
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Select Project Resource only if you need to assign the technician to NetSuite project tasks. This setting applies to Project Management and is not required for all FSM resources.
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Set Support Rep if you need to assign cases to the employee through the NetSuite case-assignment process.
Schedulers
Schedulers need access to NetSuite and a role that provides access to the operational data they need. Check the Field Service Scheduler box if a dispatcher needs to assign technicians or reschedule tasks by dragging them on the Schedule Board.
The Field Service Scheduler box controls editing on the Schedule Board. It doesn't control basic access to the Schedule Board. Role restrictions determine which data a dispatcher can access. For example, a role restricted to one subsidiary can access tasks, employees, and related records for that subsidiary. Review subsidiary restrictions before you make FSM available to users.
Give schedulers access to the records they need for their work. These records typically include customers, assets, cases, tasks, technicians, and scheduling reference data. Give dispatchers Mobile access only if they need to use Mobile or test its functionality.
Operations or Inventory Managers
Operations users manage inventory and transactions that support field work. Their responsibilities can include warehouse and van locations, inventory items, adjustments, transfer orders, receipts, and exceptions. Give these users the appropriate inventory and transaction permissions. If they assign or troubleshoot van inventory, also give them access to the required employee location data.
Operations users don't need FSM Mobile access by default. Select Field Service Mobile User and provide Mobile access only if a user needs to perform field tasks or receive transfers in FSM Mobile.
Service Coordinators or Support Users
Service coordinators typically create and maintain customers, service addresses, assets, cases, and tasks. Give service coordinators access to these record types and the customer subsidiaries they support. If they assign cases through the standard NetSuite support process, set the corresponding employee records as a Support Rep.
Service coordinators do not need the Field Service Scheduler box to create cases or tasks. Give them Mobile access only if they need to use Mobile.
Billing and Finance Users
Finance users process financial and transaction records that result from field work. These records can include sales orders, item fulfillments, invoices, expense reports, and profitability reports. Give finance users the standard NetSuite financial and transaction permissions required for their work.
Give finance users Mobile or Schedule Board editing access only if their responsibilities require these capabilities. Limiting this access keeps transaction processing separate from field operations.