The system
What happens when a payment response is uncertain?
Keep the request Unknown and reconcile its original processor identity before retrying. An authorization, timeout or offline request is not a confirmed collection.
Does a completed visit automatically mean AR has posted its invoice?
No. The service billing snapshot is sent with a durable request identity. The local record retains the confirmed AR invoice reference only after a correlated acknowledgement.
How should we interpret first-time-fix and CSAT reports?
First-time-fix uses completed calls with an elapsed observation window and explicit linked recalls. CSAT uses actual verified responses with coverage shown separately; a missing response is not a zero score.
Processes and approvals
How do I get started?
Click Start now to create your ERP.AI account, then use Proto to configure Field Service Management with your technicians, service locations, working windows, parts and approval policies.
Can we schedule a crew instead of one technician?
Yes. Assign one eligible technician or a crew, then check each participating member against the required skills, work window and other commitments before dispatch.
Will route optimization change a customer appointment?
Route planning proposes a feasible order and travel estimates. Dispatch accepts changes to the committed schedule; a background proposal cannot silently replace the promised customer window.
What can technicians do without a connection?
Supported notes, photos, labor and signature captures can wait in the mobile queue. On reconnect the server checks current assignment, revision and command identity. Offline captures do not establish confirmed payment or server completion.
Who approves additional work?
An independent Crew Lead within the configured limit or Operations Manager reviews the submitted estimate. The customer then accepts that exact scope and revision before additional work is charged.
How do truck stock corrections work?
Accepted parts consumption posts a traceable stock movement. Correct a posted mistake through a linked compensating movement and any corresponding billing review, preserving the original record.
Can recurring contracts cover several locations?
Yes. Each contract item identifies its covered service and location with its own occurrence schedule. Duplicate generation is prevented, and effective suspension or cancellation controls future visits.