--- title: "NetSuite FSM: Field Service Management" description: NetSuite FSM connects cases, scheduling and field technicians to your ERP. 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The result is familiar: overlapping appointments, technicians who arrive without the right part, and jobs that are billed late because nobody captured the hours or materials. NetSuite Field Service Management (FSM) is designed to fix that inside the same system that already holds your customers, inventory and financials. In this article we explain what NetSuite FSM is, what it includes, what technicians can and can't do from their phones, and the requirements and limitations Oracle documents. Everything is based on official NetSuite documentation, and the source links are at the end. ## What NetSuite FSM is NetSuite Field Service Management is NetSuite's toolset for scheduling, dispatching and completing field work. Its core idea is that the office and the technician work from the same records: the customer, the equipment being serviced, the service history, inventory and billing. What the technician captures in the field flows into NetSuite without being re-keyed. Oracle's documentation uses its own vocabulary, which is worth knowing: - **Case (also called work order, service order or job):** the CRM record describing the customer's problem or goal. It is complete when all of its tasks are done. - **Task:** a visit or set of activities created from a case and assigned to a technician. It records time, parts, expenses and completion details, and lasts one day. - **Project task:** a task that can span multiple days and is linked to a project rather than a case. - **Asset:** the piece of equipment, item or location being serviced. Assets are custom records tied to customers and can be organized in parent-child hierarchies. - **Schedule Board:** the calendar-style view where schedulers assign and track tasks. - **FSM Mobile:** the progressive web app technicians use on their devices. ## What it includes According to Oracle's overview, NetSuite FSM brings together these capabilities: - **Drag-and-drop scheduling** on the Schedule Board, with technician availability visible at a glance. - **Dispatch and monitoring:** schedulers can assign, reschedule or reassign tasks and track progress from a single board. - **Mobile access for technicians** to tasks, status, and customer and asset history, synced with NetSuite. - **Offline work:** technicians can keep working without a network connection, and their changes sync once they are back online. - **Inventory and assets:** tracking of spare parts, van stock and customer equipment, with inventory updated as parts are used. - **Integrated records** for customers, service history and the assets being supported. - **Manager visibility** into technician locations, task progress and parts used. - **Configuration** through the Field Service Configuration Record. Because field capture and the back office share data, what reaches billing and reporting is more consistent, a benefit Oracle calls out directly. ## What technicians can do in FSM Mobile Per Oracle's help center, from FSM Mobile a technician can: - View assigned tasks in a date-ranged list, see them on a map and launch directions in the device's GPS app. - Start and complete tasks, and create additional tasks for the same case. - Record notes, signatures, time (actions and hours), expenses and files such as photos or documents. - Review asset details, such as model and photo, and the history of completed tasks. - Create a quote, collect the customer's signature and convert it to a sales order on the spot. - Record expenses and upload receipt images for an expense report. - Receive items at their location and return items to the default warehouse. ## Limitations and requirements to know about NetSuite FSM is not something you simply switch on. Oracle documents several points to review before you decide: - **Technicians don't dispatch.** In most implementations they can't schedule work, reassign tasks or perform other office controls. Dispatchers or managers do that from the Schedule Board or the NetSuite interface. Available actions depend on configuration and task status. - **Required NetSuite features.** FSM needs, among others, Projects, File Cabinet, Time Tracking, Custom Records, Advanced PDF/HTML Templates, client and server SuiteScript, Accounting (A/R, A/P and accounting periods), Estimates and Sales Orders, and CRM with Sales Force Automation and Customer Support and Service. - **Incompatible features.** Oracle lists Inventory Status, Time Tracking for CRM, Advanced Employee Permissions, and Customer Access, Partner Access and Advanced Partner Access as incompatible. - **Partial or untested compatibility.** Some features, such as job costing, project budgeting, resource allocation and SuiteTax, have partial support, and several others have not been tested by Oracle with FSM. - **Single Sign-On (SSO).** It is not currently supported for FSM Mobile. That is why it pays to review your current NetSuite configuration before planning a rollout. An account that already relies on Advanced Employee Permissions, for example, needs a decision up front. ## Who it fits FSM fits companies whose revenue depends on sending people to service customer equipment or sites, and that already run, or want to run, on NetSuite: maintenance and repair, equipment installation, after-sales technical service and similar operations. If you also sell services by project, the link to [ERP for professional services](https://www.efficientix.com/en/erp-professional-services?hsLang=en) is direct, because tasks, hours and expenses feed job profitability. And if your technicians report travel costs and purchases in the field, take a look at the [Expense App for NetSuite](https://www.efficientix.com/en/expense-app-netsuite?hsLang=en). ## Looking for Shepherd CMMS? NetSuite FSM is the replacement for Shepherd CMMS. For companies that were looking to manage field service and maintenance with Shepherd, the solution we now recommend, built directly on top of your ERP, is NetSuite FSM, described in this article. ## How Efficientix helps Efficientix is a certified Oracle NetSuite partner and works with the SuiteSuccess methodology. An FSM project starts by validating that your account meets the requirements above, defining how cases, tasks and assets are modeled for your operation, and configuring the flow between the office, technicians, inventory and billing. To evaluate whether FSM is the right fit for your operation, [schedule a conversation with our team](https://www.efficientix.com/en/contact?hsLang=en), or visit [our NetSuite ERP page](https://www.efficientix.com/en/netsuite-erp?hsLang=en). ## Sources - [Oracle NetSuite: Key FSM Terms](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/article_0302025945.html) - [Oracle NetSuite: What Technicians Can and Can't Do in FSM Mobile](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/article_0327040121.html) - [Oracle NetSuite: Compatibility with NetSuite Features](https://docs.oracle.com/en/cloud/saas/netsuite/ns-online-help/section_1129024247.html) [Talk to a consultant](https://www.efficientix.com/en/contact?hsLang=en) [Back to the blog](https://www.efficientix.com/en/blog?hsLang=en) // BLOG EFFICIENTIX ## **Get the next guide** on NetSuite, AI and ERP. One practical article by email, written by the team that implements it. Unsubscribe anytime. 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