The working architecture
Three layers an architect signs off on — in order.
Three operational realities the platform was built for.
A skilled dispatcher tracking 50+ technicians, juggling SLAs, certifications, and traffic delays is doing a daily feat of pattern matching. The Field Service Optimisation engine does it deterministically — Match Skills, Match Territory, Resource Availability — with the same constraints every time.
"This compressor failed three times last year." The dispatcher remembers; the new tech doesn't. Asset 360 puts the entire service history of every machine on the unit's record — visible to the next technician before they arrive.
If a tech fixed it but didn't write it up properly, regulator-wise it didn't happen. Service Reports — captured on mobile, signed by the customer, attached to the Asset — turn every visit into an audit-ready record. Field Audit Trail keeps it for up to 10 years.
Three layers an architect signs off on — in order.
Named primitives. Real production org. No slide-deck features.
Every machine, every component, every serialised part as an Asset record. Parent-child relationships model "Crane → Boom → Hoist → Cylinder" or "Site → Tower → Cabinet → Radio." Every Work Order ties back to a specific piece of equipment, and failure history travels with the unit — not the tech who happened to remember it.
Service Territories defined as MapPolygons. The Match Territory work rule routes appointments to the right depot. Hierarchy ("lowest" or "highest") decides what happens when polygons overlap. Architect gotchas covered here.
Every certification — BOSIET, EPA 608, RN, RF Safety, NDT — modeled as a Service Resource Skill with an expiry date. Match Skills work rule blocks any unqualified dispatch. Renewals surface 90 days ahead so they don't lapse in the field.
Per-territory Operating Hours for stable schedules; Shifts for irregular workforce shapes (overnight callouts, weekend rotations). Different primitives, different operational fits — covered in detail here.
Auto-generate Work Orders on a calendar cadence, an operating-hours cadence, or both. Quarterly inspections, 250-hour services, regulatory recerts — all scheduled ahead, all linked to the right Asset.
The Field Service mobile app works offline (because you have no signal at the wellpad or basement). Pre-Work Briefs assemble Asset history, linked Knowledge, and customer notes before the tech arrives. The data-model behind the brief.
Two ways to model multi-tech jobs — same-arrival regulated crews vs. parent-with-child Work Orders for sequential or parallel work. The architect decision walked through.
A managed package on top of Field Service that gives customers a real ETA, live tech location, and self-reschedule. Calls into your contact centre drop the day it goes live. How it actually works.
Honest qualifying — saves us both time.
Three engagement modes — pick where you are.
30 minutes, no demo, no deck. We'll sketch the highest-leverage three features for your operation, live, and decide together if a 4-week sprint makes sense.
Book a 30-min review