Smart360 Field Force Management - FAQs

Getting Started & Overview

Q1: What is the Field Force Management module and who should use it?

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

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 Work Order (WX) module from the main menu
Select "Field Force Management" from the available options
The system displays technician statistics and the main workforce dashboard

Q3: What information is 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

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

Q5: What filtering options are available for the technician list? A: Available filters include:

Status Filter: All, Active, On Leave, Inactive (multi-select enabled)
Zone Filter: Filter by service territories and geographic areas
Role Filter: Filter by technician role and specialization
All filter tabs support multi-selection for complex filtering needs
Filters can be combined to narrow down results effectively

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

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

Service Order Assignment & Management

Q8: How do I view a technician's current service order assignments? A: To view current assignments:

Navigate to the technician's profile
Click on the "Assignments" tab to see current service orders
Review service order details including type, priority, scheduled date, expected completion
Check status of service orders and identify overdue items
Use Call or View SOP buttons for additional support when needed

Q9: What actions can I take on service order assignments? A: Available actions for service orders include:

Call Button: Contact the technician directly about the assignment
View SOP Button: Access relevant Standard Operating Procedures
Status Updates: Update service order progress (in-progress, completed, on hold)
Issue Documentation: Report problems encountered during service fulfillment
Completion Tracking: Record completion times and materials used

Q10: How are overdue service orders identified and managed? A: Overdue service order management:

Overdue orders are visually highlighted in red within the system
System automatically flags orders past their expected completion date
Managers receive alerts for overdue assignments requiring attention
Dispatchers can reassign overdue orders to available technicians
Activity logs track all actions taken on overdue service orders

Q11: What information is shown in the new Transactions tab? A: The Transactions tab displays:

Current service orders assigned to the technician
Transaction details with necessary information as shown in the UI
Financial and operational transaction history
Service order completion records and associated costs
Material usage and equipment transaction records

Skills & Certification Management

Q12: How do I manage technician certifications in the system? A: To manage certifications:

Navigate to the technician's profile and click the "Certifications" tab
View existing certifications with associated documentation
Click "Add Certification" button to add new qualifications
Upload certification documents in the same format as existing documents
Ensure all certification documents are stored securely and accessible to authorized personnel

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

Q14: How do I add or modify technician skills and expertise areas? A: To manage technician skills:

Navigate to the technician's profile and click the "Skills" tab
Review current skill tags and primary expertise areas
Click "Add Skill" button to expand technician capabilities
Remove outdated skills using the delete function when necessary
View completed work orders associated with each expertise area

Q15: How is primary expertise determined for technicians? A: Primary expertise is determined by:

Highest volume of successfully completed related work orders
Example: "WCR clone (10 completed work orders)" indicates primary expertise
System automatically calculates based on completed service order history
Skills are validated through training completion and field experience
Performance metrics help identify the technician's strongest capability areas

Availability & Scheduling Management

Q16: How do I manage a technician's weekly availability schedule? A: To manage availability schedules:

Navigate to the technician's profile and click the "Availability" tab
Review the weekly schedule showing working hours for each day
Adjust start and end times for each day using time selectors
Toggle availability status for each day as needed (Available/Unavailable)
Add notes for availability exceptions or special circumstances

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

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

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
Assign a unique Field Force ID following the format FF-XXX
Ensure all required fields are completed before submission

Q20: What information is required during technician onboarding? A: Required onboarding information includes:

Personal Details: Full name, contact information, email address
Work Assignment: Zone assignment, area, role designation
Contact Information: Phone number, emergency contact details
Administrative Data: Joining date, initial skills assessment
Documentation: Basic certifications and qualification verification

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

Communication & Coordination

Q22: How do I communicate with technicians directly from the system? A: Communication options include:

Call Button: Initiate direct phone calls to technicians
Email Button: Send emails through the integrated system
Contact technicians about specific service orders or general coordination
Track communication history in the technician's activity log
Coordinate emergency response for high-priority service needs

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
Complete audit trail for performance evaluation and compliance

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

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

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
Coverage analysis to identify areas with insufficient technical support
Territory-specific performance tracking and resource allocation

Q27: How do I reassign technicians to different zones or areas? A: To reassign technicians:

Access the technician's profile and click "Edit Details"
Modify the Zone and Area fields to reflect new assignment
Update location information if geographical change is involved
Save changes and verify the new assignment is reflected in the system
Track the zone change in the technician's activity log

Troubleshooting & Best Practices

Q28: What should I do if certification uploads are rejected by the system? A: When certification uploads fail:

Verify the document is in the same format as existing certification documents
Check file size limits and ensure documents meet system requirements
Review error messages for specific formatting guidance
Contact system administrators if format requirements are unclear
Ensure document content is clear and readable before upload

Q29: How do I handle technicians who consistently miss service order deadlines? A: For consistently underperforming technicians:

Review their assignment history and completion patterns
Analyze skill match between assignments and technician capabilities
Check workload balance compared to other technicians in the zone
Provide additional training or support for identified skill gaps
Consider reassigning complex orders to more experienced technicians
Document performance issues and improvement plans in activity logs

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