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Overview

Knowlix Field Service manages onsite customer visits, tracks technician locations, and streamlines service delivery workflows. Schedule interventions, navigate to job sites, document work performed, and automatically update inventory as products are used. The module integrates with Sales for creating tasks from sold services, Helpdesk for emergency dispatches, Inventory for materials tracking, and Projects for comprehensive task management. Field workers access mobile-friendly interfaces for viewing assignments, navigating to locations, completing digital worksheets, and reporting job completion in real-time. 💡 Pro Tip: Ask Your Knowlix to manage field service: “Create a service task for ABC Corp tomorrow at 2 PM” or “Show me today’s service route”

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Creating Service Tasks

Service tasks represent onsite interventions assigned to field technicians. Create tasks manually, automatically from sales orders, or directly from support tickets.

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Manual Task Creation

Build tasks directly in the Field Service module for ad-hoc service requests or preventive maintenance. To create a task manually:
  1. Navigate to Field Service → All Tasks → All Tasks
  2. Click New
  3. Complete the task form:
    • Title: Descriptive task name (e.g., “HVAC Maintenance - Building 3”)
    • Customer: Select the customer from contacts
    • Scheduled Date: When the service should occur
    • Assigned To: Technician responsible for the task
    • Project: Field service project for organizing tasks
    • Worksheet Template: (Optional) Pre-built form for documenting work
  4. Click Save
Additional task details:
  • Address: Customer service location (auto-fills from customer record)
  • Description: Detailed work instructions or customer notes
  • Tags: Categorize tasks for filtering and reporting
  • Priority: Mark urgent tasks for scheduling priority
💡 Your Knowlix: “Create a field service task for John Smith at 123 Main St tomorrow morning”

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Creating Tasks from Sales Orders

Automatically generate service tasks when customers purchase service products, ensuring seamless order-to-delivery workflows.

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Service Product Configuration

Configure products to trigger automatic task creation upon sale. To set up a service product:
  1. Navigate to Sales → Products → Products
  2. Open or create a product
  3. Configure the product:
    • Product Type: Service
    • Create Task: Enable the option to create a field service task on order confirmation
    • Project: Select the Field Service project where tasks should be created
  4. Click Save

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Task Creation Workflow

Step-by-step process:
  1. Create a sales quotation
  2. Add a field service product to the order lines
  3. Confirm the quotation (converts to sales order)
  4. Knowlix automatically creates a task in the configured Field Service project
  5. Click the Tasks smart button on the sales order to access the newly created task
Task pre-population: Tasks created from sales orders automatically include:
  • Customer information
  • Product/service details
  • Sales order reference
  • Billing link for invoicing
💡 Use Case: An HVAC company sells annual maintenance contracts. When customers purchase the service, a task is auto-created and assigned to a technician for scheduling.

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Creating Tasks from Helpdesk Tickets

Dispatch field technicians directly from support tickets for urgent service requests or complex issues requiring onsite intervention.
Requirement: Helpdesk module must be installed and after-sales services enabled on the helpdesk team.

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Enabling Field Service in Helpdesk

To activate task creation from tickets:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the After-Sales section, enable Field Service
  4. Select the Project where field service tasks should be created
  5. Click Save

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Creating a Task from a Ticket

To dispatch a technician from a ticket:
  1. Open a helpdesk ticket
  2. Click Plan Intervention at the top of the ticket
  3. Configure the task:
    • Title: Auto-fills from ticket subject (editable)
    • Project: Auto-fills from team configuration (editable)
    • Worksheet Template: (Optional) Select documentation template
  4. Click Create Task or Create & View Task
Post-creation: A Tasks smart button appears on the ticket, linking to the field service task. Field workers access the task to view ticket details and customer communication history. 💡 Workflow Example: Customer reports a printer malfunction via helpdesk. Support agent creates a field service task to dispatch a technician. Technician resolves the issue onsite, completes the worksheet, and closes the task. Helpdesk ticket auto-updates with resolution status.

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Planning Service Routes

Visualize technician locations, optimize daily routes, and navigate efficiently between customer sites using integrated mapping.

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Map View Overview

The map view displays all scheduled service tasks as location pins, helping dispatchers and technicians understand geographic distribution of work. To access the map: Navigate to Field Service → My Tasks → Map Default behavior: The map shows today’s tasks sorted by scheduled time. Remove the “Today” filter in the search bar to display all tasks across any time period.

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Configuring Route Optimization

Enable advanced routing features by connecting a map service provider. To set up route optimization:
  1. Create an account with a map service provider (e.g., MapBox, Google Maps, etc.)
  2. Generate an API access token from the provider
  3. In Knowlix, navigate to Settings → Integrations
  4. Scroll to Map Routes
  5. Paste your API token in the Token field
  6. Click Save
Once configured: The map displays optimized driving routes between task locations, accounting for:
  • Traffic patterns
  • Distance optimization
  • Scheduled appointment times

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Using the Map for Navigation

Viewing task details: Click any location pin or task in the left sidebar to view:
  • Customer name and address
  • Scheduled time
  • Task description
  • Assigned technician
Getting directions: From the map view: Option 1: Full route Click View in Google Maps to open your full daily itinerary in the Google Maps app. Your current location is automatically included as the starting point. Option 2: Single task Click a specific task, then click Navigate To to get directions from your current location to that job site. Mobile access: Field technicians access the map from mobile devices for real-time navigation during the workday.
Important: For tasks to appear on the map, customers must have valid addresses configured in their contact records.
💡 Your Knowlix: “Show me the route for today’s service tasks” or “What’s the closest task to my current location?”

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Product and Material Tracking

Record materials used during service visits to maintain accurate inventory levels and automatically add products to customer invoices.

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Enabling Product Catalog

Activate the product catalog feature to allow technicians to select materials used on each job. To enable the catalog:
  1. Navigate to Field Service → Configuration → Settings
  2. Enable Time and Material Invoicing
  3. Click Save

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Adding Products to Tasks

To record materials used:
  1. Open a field service task
  2. Click the Products smart button
  3. Browse or search for products in the catalog
  4. Click Add on each product card
  5. Adjust quantities using the + and - buttons
  6. Return to the task (smart button now shows product count and total price)
Product catalog features:
  • Search bar: Quickly find products by name or SKU
  • Filters: Filter by product category or attributes
  • Cards: Visual product display with images, descriptions, and pricing
Product management: Create and edit products directly from Field Service: Navigate to Field Service → Configuration → Products

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Inventory Impact

When a task is marked as complete, Knowlix automatically:
  1. Reduces inventory quantities for added products
  2. Pulls stock from the technician’s default warehouse (if configured)
  3. Creates delivery records in the Inventory module
  4. Adds products to the customer’s invoice (if task is linked to a sales order)
💡 Use Case: A technician installs a new water heater at a customer site. They add the water heater and installation parts to the task using the product catalog. When the task is marked done, inventory decreases, and the customer’s invoice automatically includes all materials.

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Technician Default Warehouses

Assign default warehouses to field technicians who carry inventory in vehicles or consistently restock from the same location.

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Why Use Default Warehouses

Mobile inventory: Technicians who carry parts in vans or trucks can have a “mobile warehouse” inventory location tracking what’s in their vehicle. Consistent sourcing: Technicians who always restock from the same warehouse benefit from automatic stock pulls without manual selection. Accurate inventory: When technicians create sales orders during field visits, products are automatically deducted from the correct warehouse location.

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Prerequisites

To use default warehouses:
  1. Storage Locations must be enabled in the Inventory module
  2. Your database must have multiple warehouses configured
Learn More: Consult Inventory documentation for creating and configuring warehouses and storage locations.

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Setting Your Default Warehouse

To configure your own default warehouse:
  1. Click your profile icon in the top right corner
  2. Select My Profile
  3. Navigate to Preferences
  4. In the Default Warehouse dropdown, select your warehouse
  5. Click Save

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Setting Default Warehouses for Other Users

Administrators can configure default warehouses for any user. To set another user’s warehouse:
  1. Navigate to Settings → Users → Manage Users
  2. Select a user
  3. Open the Preferences tab
  4. Scroll to the Inventory section
  5. Select the Default Warehouse
  6. Click Save

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Impact on Field Service Tasks

When a technician with a default warehouse adds products to a task: Sales order creation: If the task generates a sales order, the Delivery section (on the Other Info tab) shows the default warehouse as the source location. Inventory deduction: When the task is marked complete, stock is deducted from the technician’s default warehouse, accurately reflecting what was consumed from their vehicle or assigned location. 💡 Fleet Management: Create a warehouse for each service vehicle. Assign the warehouse to the technician who drives that vehicle. Track inventory per vehicle for accurate restocking and reordering.

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Digital Worksheets

Equip field workers with customizable digital forms for documenting work performed, capturing customer signatures, recording measurements, and reporting job completion.

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Worksheet Benefits

Consistency: Pre-built templates ensure all technicians capture the same information for similar service types. Accuracy: Digital forms reduce errors from illegible handwriting or lost paper documents. Real-time updates: Completed worksheets sync immediately, providing office staff and customers instant visibility. Customer signatures: Capture approval signatures onsite for proof of service completion. Customization: Build worksheets tailored to your specific service types (installations, inspections, repairs, etc.).

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Enabling Worksheets

To activate worksheet functionality:
  1. Navigate to Field Service → Configuration → Settings
  2. Enable the Worksheets feature
  3. Click Save
Note: Worksheets are designed using Knowlix’s form builder. Enabling this feature activates customization tools in your system.

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Creating Worksheet Templates

Design reusable worksheet forms for different service types. To create a worksheet template:
  1. Navigate to Field Service → Configuration → Worksheet Templates
  2. Click New
  3. Enter a Template Name (e.g., “HVAC Installation Checklist,” “Safety Inspection Form”)
  4. Click Save
  5. Click Design Template to open the form builder

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Designing Worksheet Content

Use the form builder to add fields and structure your worksheet. Available field types:
  • Text fields: Short answers or notes
  • Checkboxes: Yes/no questions or checklists
  • Selection dropdowns: Choose from predefined options
  • Date/Time fields: Record when work occurred
  • Number fields: Measurements, quantities, temperatures
  • Signature fields: Capture customer or technician signatures
  • Image upload: Photos of completed work or issues found
  • File attachments: PDF documents, manuals, etc.
Building the worksheet:
  1. Drag field types from the left panel into your worksheet
  2. Drop them in the desired order
  3. Click any field to customize its properties:
    • Field label: Display name (e.g., “Water Temperature”)
    • Help text: Instructions for technicians
    • Required: Force completion before saving
    • Default value: Pre-fill common answers
  4. Repeat until the worksheet is complete
  5. Click Close or Save to exit the builder
💡 Template Examples: Installation checklist:
  • Equipment model and serial number (text)
  • Installation date (date)
  • Checklist of steps completed (checkboxes)
  • Photos of installed equipment (image upload)
  • Customer signature (signature field)
Safety inspection:
  • Inspector name (text)
  • Inspection date (date)
  • Pass/fail status for each safety item (selection)
  • Issues found (text area)
  • Corrective actions taken (checkbox list)
  • Inspector signature (signature)

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Assigning Worksheet Templates to Tasks

Link templates to individual tasks or set default templates at the project level. To assign a template to a specific task:
  1. Open a field service task
  2. In the Worksheet Template field, select the appropriate template
  3. Click Save
To set a default template for all tasks:
  1. Open any field service task
  2. Hover over the Project field
  3. Click the → (internal link) icon that appears
  4. On the project form, open the Settings tab
  5. Scroll to the Field Service section
  6. Select the Default Worksheet Template
  7. Click Save
New tasks in this project automatically use the selected worksheet template.

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Completing Worksheets in the Field

Technicians fill out worksheets onsite using mobile devices or tablets. To complete a worksheet:
  1. Open the assigned field service task
  2. Click the Worksheet smart button
  3. Complete all fields in the form
  4. Add photos, signatures, or attachments as needed
  5. Click Save
Worksheet status:
  • Worksheet (button label): Worksheet not yet started
  • Worksheet Complete (button label): Worksheet has been saved (even if some optional fields are blank)
Important: Fields marked as “Required” must be completed before the worksheet can be saved.
Post-completion: Completed worksheets are immediately visible to:
  • Dispatchers and managers for quality review
  • Billing staff for invoicing
  • Customer service for support reference
  • Customers (if portal access is enabled)
💡 Mobile Workflow: Technician arrives at the job site, opens the task on their tablet, completes the service, fills out the digital worksheet, captures the customer’s signature, takes a photo of the completed work, and saves. The office receives instant notification that the job is complete.

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Best Practices

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Create Specific Worksheet Templates

Build separate templates for each service type rather than one generic form. A boiler installation requires different documentation than a routine filter change.

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Use Required Fields Strategically

Only mark truly essential fields as required. Over-using required fields frustrates technicians and slows job completion.

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Optimize Routes Daily

Review the map view each morning to reorganize tasks for geographic efficiency. Small route optimizations save significant travel time over months.

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Set Realistic Scheduled Times

Schedule adequate time between appointments for travel and unexpected delays. Rushing technicians reduces service quality.

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Enable Customer Signatures

Always capture customer signatures on worksheets. This provides proof of service completion and customer approval.

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Assign Default Warehouses to Mobile Technicians

Track vehicle inventory accurately by assigning each service vehicle as a warehouse and setting it as the technician’s default. For billable service calls, always link tasks to sales orders. This enables accurate invoicing and customer billing transparency.

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Take Photos of Completed Work

Encourage technicians to upload photos to worksheets. Visual documentation reduces disputes and provides records for warranty claims.

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Review Completed Worksheets Daily

Managers should review completed worksheets for quality assurance and to identify training needs.

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Use Tags for Task Categorization

Tag tasks by service type, equipment type, or customer tier. Tags enable powerful filtering and reporting.

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Need Help?

Ask Your Knowlix:
  • “Create a field service task for tomorrow at 123 Oak Street”
  • “Show me today’s service route”
  • “Which technician has the lightest schedule this week?”
  • “Add a water heater to the current task”
  • “Generate a worksheet for HVAC installation”
  • “Mark this task as complete”
Contact Support: For questions about worksheet customization, map integration, inventory tracking, or advanced field service workflows, contact Knowlix support through the Help menu.