INF
★★ moderateInfor CloudSuite Field Service
Infor CloudSuite confirms 12 of the 30 field service capabilities we track, with a further 7 partially covered. Its deepest coverage is in Case Management; it is thinnest on Service Analytics.
Infor CloudSuite provides solid field service functionality covering most mid-market requirements. It is not a core differentiator, but it handles standard workflows effectively.
- 12of 30
- Capabilities confirmed
- 216
- Documented features
- Case Management
- Strongest area
- Service Analytics
- Thinnest area
Capability coverage12 of 30 confirmed
How Infor CloudSuite scores against the 30 field service capabilities we track across every ERP in our catalogue.
- Case Management5 of 8
- Field Service4 of 8
- Self-Service & Portals2 of 7
- Service Analytics1 of 7
Confirmed (12)Partial (7)Not documented (11)
“Not documented” means our research has not confirmed the capability either way — it is not a finding that Infor CloudSuite lacks it. Coverage is scored against one shared capability list, so it is comparable between products.
What’s in it216 documented capabilities
The field service scope Infor CloudSuite ships, grouped as the product itself organises it.
Managing Inventory6
Groups the tools for setting up and maintaining stock records, including non-inventory items, warehouses, units of measure, lot and serial tracking, portal catalogs, cycle counts, and physical inventory counts.
Highlights
- About Portal CatalogsCreates targeted subsets of items, called portal catalogs, so individual customer or reseller portal users see only the products relevant to them.
- Setting Up Portal CatalogsBuilds a portal catalog on top of items and categories already configured for the portal.
- Activating Portal CatalogsMakes one or more completed portal catalogs available for use on the portal.
- Rebuilding Portal CatalogsRefreshes a portal catalog after back-office item information changes so the catalog reflects the update.
- Copying a Portal CatalogDuplicates a catalog that is already planned or live into a brand-new or existing catalog record.
All 6 capabilities
- About Portal CatalogsCreates targeted subsets of items, called portal catalogs, so individual customer or reseller portal users see only the products relevant to them.
- Setting Up Portal CatalogsBuilds a portal catalog on top of items and categories already configured for the portal.
- Activating Portal CatalogsMakes one or more completed portal catalogs available for use on the portal.
- Rebuilding Portal CatalogsRefreshes a portal catalog after back-office item information changes so the catalog reflects the update.
- Copying a Portal CatalogDuplicates a catalog that is already planned or live into a brand-new or existing catalog record.
- Removing a Portal CatalogDeletes a portal catalog that is no longer needed, provided it is not still referenced by a customer, customer type, or portal parameter.
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Build my requirements →Overview6
Covers foundational service configuration, including setting parameters, defining billing code procedures, and using increment dates for recurring reports.
Highlights
- About ServiceConfigures service parameters and user-defined codes to adapt the service module to different service industries and business models.
- Billing Code Stored ProceduresDocuments the underlying database procedures behind billing codes for material, labor, and other miscellaneous costs.
- Setting Service ParametersSets call center defaults, including the incident number prefix, on the Service Parameters form.
- Increment Date ExampleWalks through an example of running a report monthly using a rolling transaction date range.
- Setting an Increment DateConfigures a report or utility to automatically run on a recurring schedule using an incrementing date range.
All 6 capabilities
- About ServiceConfigures service parameters and user-defined codes to adapt the service module to different service industries and business models.
- Billing Code Stored ProceduresDocuments the underlying database procedures behind billing codes for material, labor, and other miscellaneous costs.
- Setting Service ParametersSets call center defaults, including the incident number prefix, on the Service Parameters form.
- Increment Date ExampleWalks through an example of running a report monthly using a rolling transaction date range.
- Setting an Increment DateConfigures a report or utility to automatically run on a recurring schedule using an incrementing date range.
- About the Microsoft Outlook Add-inDescribes how to use the Microsoft Outlook add-in alongside the service module.
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Build my requirements →Call Center (Incidents)20
Covers setting up and using the call center to log, escalate, resolve, and convert customer incidents into service orders, backed by a searchable knowledge base.
Highlights
- Setting up the System for IncidentsCovers the initial setup steps for handling incidents, including status codes, priority codes, escalation tasks, and resolution codes.
- Setting Up Service Status CodesDefines status codes — for example Open, On Hold, Assigned, or Closed — used to track an incident's progress.
- Setting Up Priority Codes that Establish Response Times for IncidentsDefines priority codes — for example Urgent, High, Medium, or Low — that set required response times for incidents.
- Setting Up Escalation TasksDefines the escalation tasks that fire automatically once a given priority code is assigned to an incident.
- Setting Up Service Reasons and ActivitiesDefines reason categories for incidents and suggests activities or questions representatives can use to resolve issues without dispatching a technician.
All 19 capabilities
- Setting up the System for IncidentsCovers the initial setup steps for handling incidents, including status codes, priority codes, escalation tasks, and resolution codes.
- Setting Up Service Status CodesDefines status codes — for example Open, On Hold, Assigned, or Closed — used to track an incident's progress.
- Setting Up Priority Codes that Establish Response Times for IncidentsDefines priority codes — for example Urgent, High, Medium, or Low — that set required response times for incidents.
- Setting Up Escalation TasksDefines the escalation tasks that fire automatically once a given priority code is assigned to an incident.
- Setting Up Service Reasons and ActivitiesDefines reason categories for incidents and suggests activities or questions representatives can use to resolve issues without dispatching a technician.
- Setting Up Event CodesDefines event codes, such as Callback, Dispatch, or Email, used to categorize incident activity.
- Setting Up Service ResolutionsDefines resolution categories and codes that describe how an incident was closed.
- Using the Knowledge BaseCovers building, categorizing, searching, and viewing a knowledge base of information used to resolve incidents.
- Adding and Updating Knowledge Base EntriesBuilds a categorized knowledge base of entries that can be added while updating an incident or queried separately.
- Creating KB Entries from the Knowledge Base FormCreates a knowledge base entry, including its status and whether it is visible to customers or partners.
- Viewing Knowledge Base EntriesDisplays a knowledge base entry linked to an incident, including who created and last updated it.
- Setting Up Knowledge Base CategoriesDefines general categories and subcategories used to organize and search the knowledge base.
- Searching for Knowledge Base EntriesSearches and filters knowledge base entries without leaving the Incidents screen or the Incident Queue Console.
- Using the Call Center to Add and Track IncidentsDescribes the general process for adding an incident and tracking it through resolution.
- About Incident EscalationNotifies designated people once an incident hits its follow-up, warning, or late deadline, as set by its priority code.
- Quick Incident CreationCreates an incident quickly by specifying a minimal set of information, including the responsible partner, on a simplified form.
- Tracking and Updating Incidents with the Incident Queue ConsoleCollects all incident information and related links on a single console for tracking and maintaining incidents after creation.
- Using the Service Reason/Resolution Search UtilitySearches service reason and resolution records using begins-with or contains matching.
- Using an Incident to Create a Service OrderGenerates a service order tied directly to whichever incident is currently selected.
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Build my requirements →Contracts30
Covers setting up, creating, invoicing, and amortizing service contracts, including rental agreements and coverage-time calculations.
Highlights
- Using Contracts to Track Maintenance Agreements for CustomersAttaches a service contract to a customer's maintenance agreement so it can be tracked over time.
- Using Contracts to Generate Service OrdersGenerates a service order directly from an existing service contract.
- Setting Up the System for ContractsCovers configuring contract status codes, service types, and end-user types before contracts can be created.
- Setting Up Contract Status CodesDefines status codes and descriptions used to track the state of a service contract.
- Setting Up Service TypesDefines codes representing the different types of service contracts a company offers.
All 29 capabilities
- Using Contracts to Track Maintenance Agreements for CustomersAttaches a service contract to a customer's maintenance agreement so it can be tracked over time.
- Using Contracts to Generate Service OrdersGenerates a service order directly from an existing service contract.
- Setting Up the System for ContractsCovers configuring contract status codes, service types, and end-user types before contracts can be created.
- Setting Up Contract Status CodesDefines status codes and descriptions used to track the state of a service contract.
- Setting Up Service TypesDefines codes representing the different types of service contracts a company offers.
- Using End User TypesDescribes how end-user types are used to classify service contracts.
- Adding and Maintaining ContractsCovers creating fixed and calculated maintenance contracts and contract lines, and analyzing contract profitability and renewals.
- Adding a ContractCreates a new service contract, including its code and header details.
- Adding Contract LinesAdds the line record required for every item placed on a service contract.
- Creating a Fixed ContractConfigures a yearly service contract billed at one fixed amount.
- Creating a Calculated Maintenance ContractConfigures a yearly maintenance contract that bills a separate calculated amount for each line.
- Determining if a Contract is ProfitableCompares total amount invoiced against servicing cost to show whether a contract is profitable.
- Running the Service Contract Renewal Listing ReportLists contracts up for renewal, filtered by billing frequency and display options.
- Invoicing a Service ContractCovers identifying contracts ready to invoice, running the invoicing process, and printing multi-lingual contract invoices.
- Invoicing a ContractFlags contracts ready for billing via Contracts to be Invoiced reporting.
- Running the (Service) Contracts to be Invoiced ReportRuns a report of contracts eligible for invoicing, filtered by contract, contract line, and service type.
- Multi-Lingual Invoice SupportPrints contract and service-order invoices with item names, ship-via, and general text shown in the customer's own language.
- RentalsCovers setting up rental agreements, tracking item rental history, and creating long-term rental contracts.
- Setting Up RentalsConfigures a rental agreement by setting up each rented item on the Service Items screen.
- Generating an Item Rental History ReportReports the contract lines tied to a chosen range of rented units or items.
- Creating and Invoicing a Long Term Rental AgreementCreates and bills a long-term rental agreement, launched from Service Contract Rental Agreement screen.
- AmortizationsCovers setting up, scheduling, maintaining, and posting amortizations used to spread contract-related expenses over time.
- Using AmortizationsSpreads an expense, such as a contract cost, across a set span of time by prorating it as an amortization.
- Setting Up AmortizationsSets default amortization options, including how many total periods apply, on the Service Parameters screen.
- Maintaining AmortizationsCreates, updates, and maintains amortization records on the Amortizations form.
- Scheduling AmortizationsBuilds and maintains the schedule for amortized items on the Amortization Schedules screen.
- Running the Amortization Posting UtilityPosts amortizations for a specified range of customers, references, invoices, and accounts.
- Contract Coverage TimesCalculates due, warning, and follow-up dates for service level agreements using customer-specific contract hours.
- Contract Billing by Elapsed DaysWorks out the invoice amount using elapsed time since the last billing — useful for contracts billed in arrears.
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Build my requirements →Inspections7
Covers building, assigning, and completing reusable inspection step sets for equipment serviced on service orders or contracts.
Highlights
- About InspectionsBuilds reusable sets of inspection steps to guide technicians through equipment inspections.
- Setting Up InspectionsDefines inspection types for the kinds of inspections a company performs.
- Completing Inspections on an SROCompletes an inspection linked to a service order line, launched from Service Order Line Inspections.
- Reviewing Inspections of a UnitAssociates inspections performed on a service order line with the specific unit being serviced.
- Adding an Inspection to a Service OrderAttaches an inspection to a service order line after inspections have been set up.
All 6 capabilities
- About InspectionsBuilds reusable sets of inspection steps to guide technicians through equipment inspections.
- Setting Up InspectionsDefines inspection types for the kinds of inspections a company performs.
- Completing Inspections on an SROCompletes an inspection linked to a service order line, launched from Service Order Line Inspections.
- Reviewing Inspections of a UnitAssociates inspections performed on a service order line with the specific unit being serviced.
- Adding an Inspection to a Service OrderAttaches an inspection to a service order line after inspections have been set up.
- Copying InspectionsCopies inspection setup from one item over to another, using Inspections Setup Copy.
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Build my requirements →Partners14
Covers managing service partners, including mass creation, viewing assignments, tracking transactions, and reimbursing expenses.
Highlights
- About PartnersDefines service partners, who perform work on service orders and incidents and can be employees, customers, or vendors.
- Performing a Mass Creation of PartnersBulk-creates partner records for a range of customers, vendors, or employees.
- Using the Partner Console to View AssignmentsDisplays a chosen partner's incidents, transactions, and schedule together in one console view.
- Recording a Partner End TimeRecords the end time of a partner's work session from the Partner Console.
- Tracking and Approving Partner TransactionsTracks and approves labor and material transactions tied to a service order that need inspection.
All 13 capabilities
- About PartnersDefines service partners, who perform work on service orders and incidents and can be employees, customers, or vendors.
- Performing a Mass Creation of PartnersBulk-creates partner records for a range of customers, vendors, or employees.
- Using the Partner Console to View AssignmentsDisplays a chosen partner's incidents, transactions, and schedule together in one console view.
- Recording a Partner End TimeRecords the end time of a partner's work session from the Partner Console.
- Tracking and Approving Partner TransactionsTracks and approves labor and material transactions tied to a service order that need inspection.
- Handling Partner ExpensesCovers reporting, reimbursing, and reconciling partner expenses incurred on service work.
- Running the Miscellaneous Expense ReportLists partner expenses for a specified range of values.
- Reimbursing Partner ExpensesProcesses reimbursements for a partner's material, labor, or miscellaneous transactions.
- Viewing Partner Reimbursement Tax DetailsShows the tax detail associated with a partner's reimbursement transactions.
- Reconciling Partner ExpensesReconciles partner expenses using a dedicated reconciliation form and process.
- Running the Expense Reconciliation ReportLists expenses for a specified range as part of the expense reconciliation process.
- Running the Partner Reimbursement ReportLists partner reimbursement transactions for a specified partner, SRO, or date range.
- Completing SRO Labor Transactions for a PartnerStarts and finishes a partner's labor transactions, automatically added as actual time to the service order.
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Build my requirements →Scheduling13
Covers scheduling appointments for partners, configuring the scheduling board's display and permissions, and tracking appointment status.
Highlights
- About SchedulingDefines an appointment as a task scheduled for a specific partner, tracked with a status independent of any linked service order or incident.
- About AppointmentsTies a scheduled appointment to a particular incident or order and to the partner responsible for it.
- Setting Up the System for SchedulingCovers configuring scheduling parameters, display profiles, appointment labels, color coding, and user permissions for the scheduling board.
- Setting Schedule ParametersSets scheduling defaults — including whether to assign the dispatched partner as lead — via the Service Schedule Parameters screen.
- Maintaining Display SettingsControls the look and behavior of the scheduling calendar and partner display through user profiles.
All 12 capabilities
- About SchedulingDefines an appointment as a task scheduled for a specific partner, tracked with a status independent of any linked service order or incident.
- About AppointmentsTies a scheduled appointment to a particular incident or order and to the partner responsible for it.
- Setting Up the System for SchedulingCovers configuring scheduling parameters, display profiles, appointment labels, color coding, and user permissions for the scheduling board.
- Setting Schedule ParametersSets scheduling defaults — including whether to assign the dispatched partner as lead — via the Service Schedule Parameters screen.
- Maintaining Display SettingsControls the look and behavior of the scheduling calendar and partner display through user profiles.
- Configuring Appointment Labels for the Calendar Scheduling FormConfigures which data fields appear inside each appointment on the scheduling board.
- Using Color Coding in SchedulesAssigns colors to scheduling board components to make appointments easier to distinguish visually.
- Setting Service Schedule PermissionsSets user-level access permissions for scheduling forms.
- Using the Scheduling BoardViews and creates appointments on the Calendar Scheduling and Queue Scheduling boards.
- Additional Ways to Use the Scheduling BoardDescribes additional techniques for working with the scheduling board beyond basic appointment creation.
- Maintaining Appointment Status CodesDefines status codes used to indicate the current state of a scheduled appointment.
- Scheduling Method, Multi-Day vs. Single DaySupports scheduling an appointment for either a single day or across multiple days.
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Build my requirements →Service Request Orders (SROs)43
Covers creating, invoicing, and accounting for Service Request Orders, including setup, data collection, and reporting.
Highlights
- Using SROs to Track Service Requests, Transactions, and BillingTracks material, labor, and miscellaneous expenses on a Service Request Order and invoices the customer for non-warranty items.
- Setting Up the System for Service Request Orders (SROs)Covers configuring product codes, order types, work codes, operation codes, and payment types before SROs can be created.
- Setting Up Service Product Codes and Distribution AccountsCreates SRO product codes and sets the general ledger accounts used for posting expenses.
- Setting Up Service Order TypesDefines categories for service orders, such as Installation, Exchange, or Rework.
- Setting Up Work CodesDefines codes that categorize the kind of work logged against a service order.
All 42 capabilities
- Using SROs to Track Service Requests, Transactions, and BillingTracks material, labor, and miscellaneous expenses on a Service Request Order and invoices the customer for non-warranty items.
- Setting Up the System for Service Request Orders (SROs)Covers configuring product codes, order types, work codes, operation codes, and payment types before SROs can be created.
- Setting Up Service Product Codes and Distribution AccountsCreates SRO product codes and sets the general ledger accounts used for posting expenses.
- Setting Up Service Order TypesDefines categories for service orders, such as Installation, Exchange, or Rework.
- Setting Up Work CodesDefines codes that categorize the kind of work logged against a service order.
- Setting Up Service Operation CodesDefines operation codes that describe the kind of work carried out on an SRO step.
- Setting Up Miscellaneous CodesDefines codes for miscellaneous expense types billed against a service order.
- Setting Up Payment TypesDefines payment types that indicate how a transaction was settled and whether the partner qualifies for reimbursement.
- Adding and Maintaining SROsCovers quickly creating or copying SROs, auto-generating service orders, copying across sites, filtering transactions, and applying discounts and deposits.
- Quick SRO Create: Copying SRO Information from an Existing SROCreates a new Service Request Order quickly, either from scratch or copied from a prior SRO or template.
- Automatically Generating a Service OrderAutomatically generates an SRO for specified units when auto-schedule resource settings are enabled.
- Performing a Multi-Site Service Order CopyCopies an SRO from one linked site over to another using transactional replication.
- Setting Additional Filters for SRO TransactionsAdds extra filter criteria for service order transactions beyond the standard fields.
- Processing Promotional Discounts for Service OrdersKnocks a promotional discount off the price of a service order.
- Processing Service Order DepositsProcesses a required deposit before work begins on a service order.
- Invoicing Service OrdersCovers pricing, reporting, running, and translating invoices for completed service orders.
- Invoicing Customers for Service WorkPrices each SRO transaction by checking whether it's contract-covered, under warranty, billed at cost, or billed at list price.
- Reporting on Service Orders to be InvoicedLists the service request orders currently eligible for invoicing.
- Running Service Order InvoicingPosts SRO invoices and creates invoice records for eligible service orders.
- Using the Multi-Lingual Service Invoice FormTranslates field labels on a printed service invoice into the customer's language.
- Service Order AccountingCovers how costing, revenue, and general ledger transactions are handled for service orders, including credit memos and WIP accumulation.
- About Service Order AccountingChanges how a service order operation is costed and how its revenue is recognized, from an accounting standpoint.
- Adjusting a Service Order to Issue a Credit MemoCompares total price against total billed on a service order operation to determine when a credit memo adjustment is needed.
- General Ledger Transactions OverviewExplains the types of general ledger transactions created by service order activity, including material issues.
- Service Order Accumulate WIP OverviewDescribes how work-in-progress figures get accumulated for a given service order.
- Service Order Non-Inventory Material PurchasesCreates and posts SRO material transactions cross-referenced to a purchase order for items not carried in inventory.
- Posting Service Order TransactionsPosts service order transactions in batches from a background queue.
- Service Order ReportsCovers running estimate, exchange, loaner, margin, on-hold, and operation cost reports for service orders.
- Running the Service Order Estimate ReportLists SRO estimate information for a specified range of values.
- Running the Service Order Exchanges To Be Shipped ReportLists SRO exchanges that are ready to be shipped.
- Running the Service Order Loaners To Be Shipped ReportLists SRO loaner units that are ready to be shipped.
- Running the Service Order Margin ReportReports margin data for service orders across a specified range of units, incidents, and customers.
- Running the Service Order On Hold ReportLists service orders currently on hold for a specified range of values.
- Running the Service Order Operation Code Cost ReportReports cost by operation code for a specified range of service orders.
- Data CollectionCovers entering material and labor expenses incurred while working on a service order using dedicated data collection forms.
- About Service Data CollectionLogs material or labor costs picked up while working a service order, with access gated by the Service Management Lite license.
- Collecting SRO Material DataLogs SRO material transactions through the SRO Material Data Collection screen.
- Billing Service OrdersGives billing managers clearer visibility into complex service-order price, cost, and margin data, sub-totaled for easy review.
- Tracking Service Orders with the Service ConsoleTracks and maintains service order information for incidents, items, and related data on a single console.
- Using the Service Order Project Scheduling FormDisplays service order tasks in a grid and Gantt chart for project-style scheduling.
- Linking Customer Orders to Service OrdersCross-references a customer order line to a service order so related service charges link back to the original sale.
- About SRO PricingPrices SRO materials using standard pricing algorithms and prices labor based on the SRO, customer, and partner/work code combination.
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Build my requirements →Units14
Covers tracking serviced items and units, warranty codes, unit configurations, and resolving customer/unit conflicts.
Highlights
- About Items, Units and ServicingRecords service characteristics for items a company manufactures or services, including skills required to work on them.
- Maintaining Warranty Codes for ItemsSets up the codes used to determine which warranty type applies to a given item.
- Running the Warranty Expiration ReportLists expired warranties for a specified range of values.
- Configuring UnitsCovers reviewing, building, updating, and reporting on unit configurations and their subcomponents.
- Using the Unit Configuration FormReviews and breaks down everything that makes up a unit, including its subcomponents and any replacement parts.
All 13 capabilities
- About Items, Units and ServicingRecords service characteristics for items a company manufactures or services, including skills required to work on them.
- Maintaining Warranty Codes for ItemsSets up the codes used to determine which warranty type applies to a given item.
- Running the Warranty Expiration ReportLists expired warranties for a specified range of values.
- Configuring UnitsCovers reviewing, building, updating, and reporting on unit configurations and their subcomponents.
- Using the Unit Configuration FormReviews and breaks down everything that makes up a unit, including its subcomponents and any replacement parts.
- Running the Unit Configuration Create UtilityBuilds a unit's configuration when it was not automatically created at shipment.
- Running the Item Where Used On Configuration ReportShows every place a specific item or serial number appears across service configurations.
- Running the Indented Unit Configuration ReportProduces a time-phased report covering configuration and warranty details for a unit's subcomponents.
- Automating Updates to Unit ConfigurationsUpdates a unit's configuration automatically to reflect service work performed on it.
- Reviewing Unit Configuration HistoryReviews historical configuration changes for a unit.
- Resolving Conflicts in Customers Associated with UnitsResolves conflicting customer associations linked to a serviced unit.
- Finding the Loaner History of a UnitSurfaces a unit's history of loaner assignments through the Owner History tab.
- Registering a UnitRegisters a new consumer against a unit record.
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Build my requirements →Map Functionality5
Covers using built-in mapping to search locations, get directions, and track partner GPS positions without leaving the application.
Capabilities
- Using the Map FunctionalityDisplays an interactive map inside the application instead of requiring a separate browser and mapping site.
- Searching for a Location on the MapSearches for an address or business name on the map.
- Getting Directions on the MapShows turn-by-turn directions between two saved locations on the map.
- Using the Map GPS TrackingTracks a partner's current location on the map using GPS.
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Build my requirements →Field Topics7
Documents individual field definitions used throughout the service module, including escalation basis, billing code, and contract frequency fields.
Highlights
- Basis, Escalation TasksDetermines whether an incident's follow-up date or late date triggers the first escalation.
- Billing CodeSets which method is used to calculate charges on SRO material and labor lines.
- Contract Billing FrequencySets the billing interval — monthly, bi-monthly, quarterly, or another cadence — that a contract or its individual line follows.
- Change Priority CodeOptionally changes an incident's priority code automatically when parts fulfillment is set to automatic.
- Change Working Status ToOptionally changes an incident's working status automatically when parts fulfillment is set to automatic.
All 6 capabilities
- Basis, Escalation TasksDetermines whether an incident's follow-up date or late date triggers the first escalation.
- Billing CodeSets which method is used to calculate charges on SRO material and labor lines.
- Contract Billing FrequencySets the billing interval — monthly, bi-monthly, quarterly, or another cadence — that a contract or its individual line follows.
- Change Priority CodeOptionally changes an incident's priority code automatically when parts fulfillment is set to automatic.
- Change Working Status ToOptionally changes an incident's working status automatically when parts fulfillment is set to automatic.
- Consume ForecastDetermines whether SRO generation consumes forecast records for specific material transaction types.
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Build my requirements →Getting started5
Covers the initial steps needed to begin using the mobile service app, including known platform limitations.
Capabilities
- Quick start for non-Infor O/S Portal usersWalks through a quick setup path for using the mobile app without the Infor O/S Portal.
- Back office system configurationLists the back-office fixes required before the mobile app can be used with older SyteLine versions.
- Setting permissions and licensingGrants a back-office user the module permissions and license needed for mobile access.
- Known limitationsDocuments known platform limitations of the Service mobile app.
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Build my requirements →Configuration3
Covers configuring the mobile app to connect to the back office, with different steps depending on whether Infor OS is used.
Capabilities
- Configuring the app to connect to the back officeConfigures the mobile app's connection settings to reach the back office, including the ION API option.
- Useful back office formsLists back-office forms useful for managing mobile configuration and synchronization settings.
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Build my requirements →General navigation6
Covers the general navigation elements of the mobile app, including the home page, main menu, action buttons, toolbar, and search.
Capabilities
- Using the Home pageDisplays an Information section and an Assigned Work section on the app's Home page after sign-in.
- Using the Main menuProvides quick access to key pages, including Appointments, through a swipe-out Main menu.
- Using the Action menus and Action buttonsProvides an Action menu, accessed through an ellipsis button, for viewing additional child options on a form.
- Using the Toolbar buttonsProvides toolbar buttons, such as Clock On/Off, on primary mobile forms.
- Using the Search optionsSupports device-native value selection alongside an advanced search option for most fields.
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Build my requirements →Data access and synchronization6
Covers offline data availability, sign-in behavior, data deletion, and resolving synchronization conflicts in the mobile app.
Capabilities
- Offline dataConfigures how much data is synchronized to balance transfer size against offline availability for technicians.
- Infor O/S offline sign inLets an Infor OS user continue working offline if connectivity drops while their session stays active.
- Deleting dataDeletes a record from a list form using a swipe or platform-specific delete action.
- Synchronization conflict indicatorsDisplays pop-up and Information-area messages when a synchronization error occurs.
- Resolving a synchronization conflictLists and resolves synchronization conflicts, grouped by whichever data field is causing the error.
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Build my requirements →Primary service flows5
Covers three core mobile service flows—by appointment, by incident, and by service order—each launchable from Home or the main menu.
Capabilities
- Appointment-based service flowLists appointments assigned to the current user, grouped by day, with a filter for open and current assignments.
- Incident-based service flowLists incidents assigned to the current user, grouped by day, with a filter for open and current assignments.
- Service order-based service flowLists service orders assigned to the current user, grouped by day, with a filter for open and current assignments.
- Adding and viewing service order planned transactionsLets field technicians view and create planned service order transactions while working on-site.
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Build my requirements →Additional functionality7
Covers supporting mobile forms, credit card authorization, GPS tracking, attachments, printing, and switching sites.
Highlights
- Using the supporting formsLists supporting mobile forms, such as Partners, used alongside the primary service flows.
- Credit card authorizationsAuthorizes a credit card on a compatible device for future payment against an invoice the back office generates.
- GPS trackingCaptures latitude and longitude data at a user-defined polling frequency and stores it for use by the map feature.
- AttachmentsAdds or views attachments, such as photos, tied to an incident, order, or unit from a mobile device.
- Printing a work orderCaptures a customer signature on a work order and shares it as an attached document.
All 6 capabilities
- Using the supporting formsLists supporting mobile forms, such as Partners, used alongside the primary service flows.
- Credit card authorizationsAuthorizes a credit card on a compatible device for future payment against an invoice the back office generates.
- GPS trackingCaptures latitude and longitude data at a user-defined polling frequency and stores it for use by the map feature.
- AttachmentsAdds or views attachments, such as photos, tied to an incident, order, or unit from a mobile device.
- Printing a work orderCaptures a customer signature on a work order and shares it as an attached document.
- Changing sitesSwitches the mobile app to a different configuration by signing back in after selecting Change Site.
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Build my requirements →Extending mobile data4
Covers extending the mobile app with custom fields, new forms, and linked child forms through Mobile Extensions.
Capabilities
- Adding custom fields to an existing formAdds custom fields to an existing mobile form by configuring the related IDO in Mobile Extensions.
- Adding a new form and dataAdds an entirely new form and its data to the mobile app by selecting an IDO in Mobile Extensions.
- Adding a linked child formConnects a subordinate form to its parent form within the mobile app via Mobile Extensions.
Will Infor CloudSuite meet your extending mobile data needs? Build your requirements and perform a full analysis.
Build my requirements →Troubleshooting5
Covers diagnosing common mobile app errors, including server errors, IDO access errors, and sync conflicts.
Capabilities
- Server Error: 404 messagesExplains possible causes of 404 server errors encountered in the mobile app.
- IDO Error: Read or write accessExplains possible causes of IDO read or write access errors in the mobile app.
- Error: Invalid credentialsExplains possible causes of invalid credentials errors in the mobile app.
- Sync Conflict: Method Not AllowedExplains a Method Not Allowed sync conflict that can occur after updating a record.
- Error: Error occurred processing a requestExplains possible causes of a generic request processing error in the mobile app.
Will Infor CloudSuite meet your troubleshooting needs? Build your requirements and perform a full analysis.
Build my requirements →Other capabilities10
Capabilities
- About Advanced Plant MaintenanceManages a company's internal service maintenance process, including scheduling preventative maintenance and repairs.
- Installing the appInstalls the SyteLine Service app on supported iOS and Android mobile devices.
Will Infor CloudSuite meet your other capabilities needs? Build your requirements and perform a full analysis.
Build my requirements →Free PDF · Vendor-neutral · No sales calls
The Infor CloudSuite Evaluation Kit
An independent assessment of Infor CloudSuite — strengths, gaps and real pricing — plus a requirements template you can score its field service against alongside every other system on your shortlist.
Infor CloudSuite Evaluation Kit
2026 Edition · PDF guide + XLSX template
ERP Research
- Buyer's guide (PDF): Infor CloudSuite independently assessed — where it is strong, where it is not, and what it actually costs
- Requirements template (XLSX): weight your requirements and score vendors side by side
- Built to work with the 30 field service capabilities scored on this page
- The questions to put to the vendor and to implementation partners
Free Download
Infor CloudSuite Evaluation Kit
Infor CloudSuite add-ons & integrations
Extend Infor CloudSuite with best-of-breed software that integrates with it:
Field service management softwareScheduling, dispatch and mobile work orders that sync to your ERP.+11 more →
Highlighted product links go straight to the vendor and are affiliate links — we may earn a commission if you sign up. This never affects which products we list or how we rank them.
How it compares
Field Service coverage across the systems most often shortlisted alongside it, scored against the same capability list.
| Area |  |  |  |  |  |  | |
|---|---|---|---|---|---|---|---|
| Case Management | 5+1/8 | 4+1/8 | 5+2/8 | — | 0+3/8 | 3+4/8 | 1+3/8 |
| Field Service | 4+2/8 | 1+4/8 | 5+2/8 | 3+2/8 | 2+2/8 | 4+3/8 | 2+3/8 |
| Self-Service & Portals | 2+2/7 | 2+2/7 | 5/7 | — | — | 2+1/7 | — |
| Service Analytics | 1+2/7 | — | — | — | 1+2/7 | 1+4/7 | — |
ConfirmedPartialNot documented— not scored in this area
Each cell reads confirmed+partial/scored. Grey reflects capabilities our research has not confirmed either way — it is not a finding that a product lacks them.
Field Service — strength by vendor
| Vendor | Strength | Best for | Starting price | Implementation | Actions |
|---|---|---|---|---|---|
| ★★★ strong | Mid-to-large companies in the Microsoft ecosystem | $50/user/mo | 6–14 months | |
 | ★★★ strong | Midsize companies wanting unlimited users and flexible cloud ERP | Custom | 4–8 months | |
| ★★★ strong | Asset-intensive industries needing ERP, EAM, and field service in one platform | $100/user/mo | 6–14 months | |
| ★★ moderate | Large, complex enterprises needing deep customisation and controlled upgrades | Custom | 6–18 months | |
| ★★ moderate | Discrete and mixed-mode manufacturers | $100/user/mo | 5–10 months | |
| ★★ moderate | Large enterprises wanting industry-specific cloud ERP | Custom | 9–18 months | |
 | ★★ moderate | Small businesses and startups wanting affordable, modular ERP | $24.90/user/mo | 1–4 months | |
| ★★ moderate | Large manufacturers and distributors with complex operations | Custom | 9–18 months |
Evaluating field service on Infor CloudSuite
What to put in front of the vendor before you commit.
- 1Mobile app capabilities (offline, GPS, photo)
- 2Scheduling and dispatch optimisation
- 3Parts availability and van stock management
- 4Service contract and warranty tracking
- 5Integration with IoT for predictive maintenance
Infor CloudSuite starts at a custom quote with a typical total cost of $300K–$2M+ and a 9–18 months implementation.
Full Infor CloudSuite pricing breakdown →Need help evaluating Infor CloudSuite field service?
Tell us what you need it to do and we'll help you work out whether Infor CloudSuite is the right fit — and which partners have done it before.
Infor CloudSuite Field Service FAQ
How does CloudSuite's field service compare across its industry editions?
Field service is rated moderate overall, but with real depth in service order and contract management, dispatch, and mobile execution. It's meaningful functionality — just not as deep as IFS or Dynamics 365's field service, which are built around it as a core differentiator.
Can service contracts bill on a recurring basis automatically?
Yes — service contracts and contract invoicing support recurring billing cycles, so a maintenance agreement generates invoices on schedule rather than requiring a manual invoice each period.
Are field technicians supported with mobile tools, or is this office-dispatch only?
Mobile work order execution and inspections are supported for technicians in the field, alongside office-based dispatch and scheduling — so work orders can be closed out from a mobile device rather than requiring a return to the office.
Does field service connect to case/incident management, or is that separate?
They're connected — service request orders and incident (call center) handling in case management feed into field service work orders, so a logged issue can turn into a scheduled service visit within the same system.
Other Infor CloudSuite modules
Finance & Accounting★★★ strongManufacturing★★★ strongSupply Chain★★★ strongSales★★ moderateHR & Payroll★★★ strongProject Management★★ moderateInventory Management★★★ strongProcurement★★★ strongWarehouse Management★★★ strongEcommerce★ basicBusiness Intelligence★★★ strongQuality Management★★★ strongAsset Management★★★ strong
Explore Infor CloudSuite by industry & company size
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