FSM Cases
A case contains information about the service request or work. It typically identifies the customer, asset, case type, contact, status, and associated transactions. If your service process uses cases, create or update the case before you create the technician's task.
The case connects related service work, customer communications, and follow-up activities. It can contain the Field Service Case Transaction relationship that the consumables and sales process uses.
Case service reports include completed or closed work based on your configuration and applicable status rules.
Verify the customer and asset on the case before you create tasks. Changing this information after you create related tasks and transactions can result in an inaccurate service history.