IFS Applications Field Service

Manages the full lifecycle of service contractor agreements, from creation and negotiation through activation, revision, and rejection, including access control and linked request contracts.

Creates and manages generic service or work requests, including their tasks, before releasing them for execution.

Customer Engagement Omni-Channel configures the communication channels, surveys, and queue routing used to handle customer interactions across multiple channels.

Defines contracts between a service provider and one or more customers, covering contract lines, invoice parameters, price agreements, quotations, and revisions.

Dispatch covers booking customer appointments, manually adjusting the scheduling optimization workbench, allocating and monitoring field resources, integrating with scheduling engines, and surfacing service data through dashboard widgets.

Prepares, prices, and manages quotations for service work before it is initiated, converting accepted quotations into requests once approved.

Knowledge Management lets users create, display, revise, and gather feedback on knowledge articles that capture troubleshooting steps and other reusable know-how, whether written manually or generated from completed work.

Captures work requests and fault reports, tracking when work should begin and be wrapped up and matching them against service level agreements, before appointments are booked and work orders generated.

Manages service level agreement commitments tied to requests, applying SLA templates and creating commitments manually when needed.

Defines reusable service level agreement templates and connects them to the entities they apply to.

Defines service contracts and the services they cover, and provides lobby views summarizing cost, revenue, and margin for tracking and invoicing.

Manages service requests and work tasks generated under service level agreements, using configurable SLA order templates and connections.

Creates and manages quotations for maintenance and service work across equipment types, letting different levels of work be combined on a single quotation.

Supports field technicians running maintenance work orders from a mobile device, covering work acceptance and execution, material and stock handling, document and object access, remote assistance, and shift, e-form, and synchronization management.

Last-Mile Customer Portal gives customers visibility into last-mile delivery or service status, with options to enable and customize the portal.

Lets field technicians execute service request work from a mobile device, including reviewing and updating sales lines connected to a task so sales reports capture the work actually performed.

Manage Case handles registering, resolving, and escalating customer service cases, including quick creation from predefined case issues.

Lets field technicians execute service work orders from a mobile device, including quoting additional work and tracking travel to the customer site.

Covers grouping multiple request tasks into a single bundle for scheduling and execution, and splitting or reporting on them when needed.

Covers executing service request tasks, from accepting or canceling the work assignment through carrying out the task, handling material, and reporting the outcome.

Lets external service providers execute request tasks through a dedicated web portal, covering finding and accepting tasks, restocking and travel, task execution, notes, reporting, and finalization.

Recurring Services covers setting up and preparing a program of recurring service visits and generating the service requests it produces.

Request Bundle Task Planning groups multiple individual request tasks in the same area and timeframe into a single schedulable bundle, saving dispatchers and technicians time while still respecting each task's own constraints. Existing tasks can be connected to a bundle from the request task overview, and more can be added while the bundle hasn't yet started work.

Request Preparation covers checking warranty coverage and preparing the work needed to fulfil a service request.

Resource Planning and Monitoring covers allocating miscellaneous resources, managing resource relocation, building resource schedules and shifts, entering forecast scenarios, and monitoring resource requirements against availability.

Service Campaign Creation lets service organizations plan and coordinate large-scale proactive actions — recalls, upgrades, or scheduled maintenance pushes — across many service objects under a single initiative. It supports generating the underlying requests and repair RMAs in bulk so campaigns can be tracked and executed consistently.

Service Project Resource Capacity Planning and Scheduling coordinates resource capacity across grouped service work, such as installations, refurbishments, or recurring service packages, without invoking full project management overhead. It covers planning and scheduling capacity across the service project's quotations and requests, distinguishing requested dates from internally planned delivery dates, including Gantt-based scheduling.