Smart360 Field Force Management - FAQs

Getting Started & Overview

Q1: What is the Field Force Management module and who shouldare usethe it?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

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 Workservice Order (WX) module from the main menu
• Select "Field Force Management" from the availableside optionsnavigation
• The system displays technician statistics and the main workforce dashboard

Q3: What informationkpis isare 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"view 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 - view 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