Smart360 Field Force Management - FAQs
Getting Started & Overview
Q1: What is the Field Force Management module and who are the user types?
A: The Field Force Management module is a comprehensive workforce management solution designed for utility service providers. It's used by three main user types:
- O&M Managers: Oversee field operations, assign tasks, and monitor technician progress
- Field Force Technicians: Receive assignments, update task status, and manage their profiles
- Dispatchers: Coordinate task assignments and manage resource allocation effectively
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q2: How do I access the Field Force Management module in Smart360?
A: To access the Field Force Management module:
- Log into your Smart360 system with appropriate credentials
- Navigate to the service Order (WX) module from the main menu
- Select "Field Force Management" from the side navigation
- The system displays technician statistics
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q3: What kpis are displayed on the main Field Force dashboard?
A: The main dashboard shows:
- Total Technicians: Complete count of all field personnel
- Active Technicians: Currently working and available technicians
- On Assignment: Technicians currently executing service orders
- Unavailable: Technicians on leave, inactive, or otherwise unavailable
- Comprehensive technician list with filtering and search capabilities
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Technician Management & Profiles
Q4: How do I search for specific technicians in the system?
A: To search for technicians:
- Use the search functionality at the top of the technician list
- Search by Field Force ID (e.g., FF-001) for exact matches
- Search by technician name for quick identification
- Combine search with filters for more precise results
- The system displays matching results in real-time
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q5: What filtering options are available for the technician list?
A: Available filters include:
- Status Filter: All, Active, On Leave, Inactive
- Zone Filter: Filter by service territories and geographic areas
- All filter tabs support multi-selection for complex filtering needs
- Filters can be combined to narrow down results effectively
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q6: How do I view and edit a technician's profile information?
A: To access and edit technician profiles:
- Click the "View" button next to the technician's name in the list
- Review summary information: Field Force ID, assigned SOs, completed SOs, joining date
- Navigate between profile tabs: Assignments, Activity Log, Certifications, Skills, Availability, Transactions
- Click "Edit Details" button to modify information when updates are needed
- Save changes and verify information has been updated correctly
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q7: What information is included in a technician's profile?
A: Technician profiles contain:
- Personal Information: Name, contact details, email address, date of birth, gender, blood group
- Work Information: Field Force ID, role, zone assignment, area, location, joining date
- Performance Metrics: Assigned service orders, completed service orders
- Address Information: Complete residential address details
- Status Information: Current availability and work status
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Service Order Assignment & Management
Q8: How do I view a technician's current service order assignments?
A: To view current assignments:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q11: What information is shown in the new Transactions tab?
A: The Transactions tab displays: Current service orders assigned to the technician
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Skills & Certification Management
Q12: How do I manage technician certifications in the system?
A: To manage certifications:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q13: What types of certifications should be tracked for technicians?
A: Common certifications include:
- Contract Documentation: Employment contracts and agreements
- Safety Training: Safety protocols and compliance certifications
- Technical Certifications: Water Quality, Electrical Safety, Gas Handling
- Equipment Certifications: Specialized tool and equipment operation
- Regulatory Compliance: Industry-specific regulatory requirements
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q14: How do I add or modify technician skills and expertise areas?
A: To manage technician skills:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Availability & Scheduling Management
Q16: How do I manage a technician's weekly availability schedule?
A: To manage availability schedules:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q17: What are the default availability rules for technicians?
A: Default availability rules include:
- Weekdays: Monday through Friday typically set as Available (09:00 - 17:00)
- Weekends: Saturday and Sunday set as Unavailable by default
- Off Days: Technicians marked as Unavailable on designated off days
- Custom Schedules: Weekend availability can be changed for specific roles
- Flexible Hours: Custom start and end times can be set for each day
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q18: How do I handle technician leave requests and time off?
A: Leave management process:
- Update technician status to "On Leave" in the system
- Adjust availability schedule to reflect absence dates
- Reassign existing service orders to available technicians
- Track planned absences in the availability calendar
- Document leave reasons and expected return dates
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Technician Onboarding & Administration
Q19: How do I add a new technician to the system?
A: To add new technicians:
- Click the "Add Technician" button on the main Field Force page
- The system redirects to the invite user workflow for onboarding
- Complete the streamlined onboarding process with essential information
- Ensure all required fields are completed before submission
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q21: How are Field Force IDs assigned and managed?
A: Field Force ID management:
- Each technician receives a unique ID following the format FF-XXX
- System automatically generates sequential IDs to prevent duplicates
- IDs cannot be changed once assigned to maintain data integrity
- Field Force IDs are used across all system modules for consistency
- IDs help track technician history and performance over time
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Communication & Coordination
Q23: How does the Activity Log help track technician activities?
A: The Activity Log provides:
- Chronological record of all technician actions with timestamps
- Status changes, service order updates, and system interactions
- Personal information modifications and certification additions
- Zone assignment changes and schedule updates
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Performance Monitoring & Analytics
Q24: How can I track technician performance and productivity?
A: Performance tracking includes:
- Assignment Metrics: Track assigned vs. completed service orders
- Productivity Analytics: Monitor resolution rates and service quality
- Completion Rates: Compare expected vs. actual completion times
- Activity Monitoring: Review technician engagement and responsiveness
- Skills Development: Track certification additions and skill improvements
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Q25: What metrics should I monitor to evaluate field force effectiveness?
A: Key metrics to monitor:
- Service Order Completion Rate: Percentage of assignments completed on time
- First-Time Resolution Rate: Orders completed without return visits
- Average Response Time: Time from assignment to task initiation
- Technician Utilization: Percentage of available time spent on productive work
- Customer Satisfaction: Feedback scores from completed service orders
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Zone & Geographic Management
Q26: How does zone-based management work in the Field Force module?
A: Zone-based management provides:
- Organization of technicians by service territories and sectors
- Geographic assignment based on coverage areas and expertise
- Location-based filtering for efficient dispatch and coordination
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
Troubleshooting & Best Practices
Q30: What are best practices for optimizing field force assignments?
A: Assignment optimization best practices:
- Match technician skills to service order requirements for better first-time resolution
- Consider geographic proximity to minimize travel time and costs
- Balance workloads across available technicians to prevent overutilization
- Prioritize high-priority service orders and ensure appropriate technician assignment
- Use real-time availability information to make informed dispatch decisions
- Monitor completion times and adjust time estimates based on actual performance data
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/wx/fieldforce
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