Plan and perform a field visit

Quick summary: Prepare the appointment before dispatch and keep the field task updated during the visit.

Schedule the visit

Open Field Service and locate the existing task. Create a new task only if the visit has not already been generated from a sale or ticket.
Verify Customer, the service address, contact details and the problem description. If an appliance is shown, confirm that it is the physical unit to be serviced.
Set Assignees and Planned Date, including the expected end. Check the technician’s existing appointments and any scheduling conflict warning.
Agree the appointment with the customer and record access instructions, required parts and other prerequisites. A saved planned date is not evidence of customer confirmation.
Before departure, review the task on the device you will use on site and verify the location and contact.

Open the correct task at the site and start the timer if enabled. Follow your employer’s rule for recording travel separately from service work.
Carry out the work, record findings and attach the relevant evidence. If the job cannot proceed, explain the blocker and notify the dispatcher rather than closing it as complete.
Stop the timer and verify the actual time. Add any missing time once, with a clear description.
Complete worksheets, parts and completion checks before marking the task done.

The task records the scheduled visit, responsible technician and actual work. The dispatcher can arrange follow-up work from the documented outcome.

Appointments overlap: coordinate a new time or technician and tell the customer about the change.
Wrong location or appliance: stop and verify the assignment before recording work against another unit.
Parts are unavailable or the customer is absent: leave the task in the agreed open stage, explain the next action and arrange a new visit.
A travel order is required: follow Travel orders and check whether a linked order already exists before creating one.