Quick Setup Guide for Zoho FSM

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Introduction

Zoho FSM is a cloud-based application designed to streamline the complete life cycle of field service management. It automates key processes such as work order creation, scheduling, dispatching, tracking appointments, and invoicing – removing the need for paperwork and reducing manual tasks that often hinder productivity.

By offering a unified platform to manage various field service operations, Zoho FSM enables users to work more efficiently. Access to real-time, integrated data across modules improves visibility, reduces errors, and helps boost first-time fix rates.

Field service appointments can be scheduled based on their region and assigned to the most suitable agent, ensuring faster response times. The FSM mobile app provides on-the-go field agents with the tools they need to perform tasks quickly and effectively. Built-in billing features help accelerate the payment cycle and enhance revenue collection.

This guide is divided into two key sections:

Onboarding – Initial setup after signing in
Work Order Management – Managing your first work order from creation to closure

1. Onboarding

When you first set up your Zoho FSM account, you’ll be guided through a few key steps to configure your organization’s details.

Organization Details

You’ll be asked to provide:

Your organization name
The industry your business operates in
Your business location

These settings determine your primary (home) currency and can be edited later at Setup > General > Organization Details.

Time and Language Settings

You’ll need to set:

The default time zone
The preferred language for your organization

Time zone is selected based on your business location. You can update these preferences later at Setup > General > Organization Details > Preferences.

If you already use Zoho Invoice or Zoho Books, you can integrate it with FSM. Otherwise, a new invoice account will be created for you.

Tax Settings

Set the tax rates applicable to your business transactions, such as estimates, work orders, and invoices. You’ll also specify the relevant tax authority.

These tax settings can be configured for:

Services and products
Contacts
Companies

You can adjust tax preferences later via Setup > Integrations > Billing > Tax Setting or directly in Zoho Invoice > Settings > Taxes.

2. Work Order Management

Create a Work Order

A Work Order is created in response to a service request.

To create one:

Go to the Work Orders module under Work Order Management.
Click Create.
Fill in the required details and click Save:

Key Fields:

Summary
Priority
Type (Service or Inspection)
Due Date
Company and Contact information
Email and phone number
Associated asset (if servicing a sold product)
Service and billing addresses
Preferred service dates/times
Notes or special instructions

Additions:

Services required (with tax rate or reason for tax exemption)
Parts needed
Skills required

Create a Service Appointment

Service Appointments are scheduled tasks tied to a work order.

To create one:

Open the relevant work order.
Click Manage Appointment or go to the Appointments tab and click Create Appointment.
Fill in the following:
1. Summary
2. Start and end date/time
3. Assign one or more service agents (field resources)

Click Schedule to confirm the appointment.

Dispatch Service Appointment

To dispatch:

Go to the appropriate work order.
Open the Appointments tab and select the appointment.

Click Dispatch.

Start Work

The lead field agent uses the FSM mobile app to check in and start the appointment.

Steps:

Log in to the mobile app.
From All Service Appointments, tap the one scheduled for today.
In the appointment screen, tap Start Work.

A timer starts to track time spent on the job.

Complete Work

After finishing the service:

Tap Complete Work in the app.
Fill out the Service Report, which includes:
1. Problem statement
2. End date and time
3. Contact feedback
4. Contact signature

The completed report serves as proof of service completion.

Generate Invoice

To create an invoice:

Go to the Work Orders module and open the relevant order.
Under the Invoices tab, click Create.
Select the service line items and click Next.
Add any additional details and click Generate Invoice.

Invoices are created in Draft status. To send:

Open the invoice draft by clicking the invoice number.
Click Send Invoice.

The system will pre-fill contact email addresses, but you can edit or add more.

Invoices can also be generated from the mobile app.

Record Payment

Customers can pay online via the link in the invoice email. Once paid, the invoice status updates to Paid.

For offline payments (e.g. cash or cheque):

Open the relevant work order and go to the Invoices
Click the invoice number.
Click Record Payment, then confirm.

The invoice will now show as Paid.

Close Work Order

When all associated service appointments are marked as Closed, the overall work order is automatically updated to Closed status.