FSM Training

Field Service Managment Training

INTRODUCTION TO FSM

FSM (Field Service Management) is the new platform replacing FSL. FSM integrates technician workflows for installations, repairs, inventory management, and service provisioning into a single streamlined system. Technicians will continue using Truck Stock for certain inventory functions while leveraging FSM for day-to-day service order execution.

Download ServiceNow App

• Download the ServiceNow Agent App
• Click the 3 dots and select Add New Instance
• Enter: cspire.service-now.com

Enable Notifications

After downloading the ServiceNow app:

• Tap More
• Go to Settings
• Select Preferences
• Tap Notifications
• Toggle Enable Notifications to turn them on

Work Order Type (WOT)

After logging in, tap My Work to view your assigned Work Order Types.

Your assigned Work Order Types will display under My Work.

Before opening a Work Order Type, you can:

• Tap the phone icon to call or message the customer.
• Tap the map icon to open Apple Maps, Google Maps, or Waze.

Tap the Work Order Type you want to work on.

The Work Order detail screen shows:

• Work Order Number
• Account Information
• Contact Name
• Business & Mobile Phone
• Location (Service Address)
• Scheduled Start & Estimated End Time
• Job Description
• Products Ordered
• Assignment Group & Assigned To
• Work Type
• Home Order ID
• Ticket Link → A clickable link that opens the related Jira ticket

Work Order Type Demo

Click Play to watch demo. You may be asked to log into your C Spire account.

Start Travel

Start FSM and press 'Start Travel' to sync your default inventory from Truck Stock.

Once the technician arrives at the job site, they’ll tap 'Start Work' to begin the service order.

Start Travel and Stark Work Demo

Click Play to watch demo. You may be asked to log into your C Spire account.

• Tap " Take questionnaire" or Tap the three dots at the top of the screen.
• Select Questionnaires from the menu.
• Tap Questionnaires again.

You will see two required checklists:

• Install Begin Checklist
• Install Complete Checklist

NOTE: The Install Begin Checklist starts at Start Work. The first few questions must be answered while you are on-site. The remaining questions can be completed later in the process.

• Tap Install Begin Checklist.
• Answer each question with Yes or No.
• Example: Explain the Install Process — Yes or No
• When finished, tap Submit.

• Tap Install Complete Checklist.
• Answer each question:
• Some will be Yes or No.
• Others will require a written response in a fill-in-the-blank field.
• Review your answers.
• When finished, tap Submit.

NOTE: On the checklist where it asks for speed, please enter the numbers without spaces or commas for proper formatting.

Checklist Demo

Click Play to watch demo. You may be asked to log into your C Spire account.

General Inventory

General Inventory

Click on each number to learn the six key things you need to know about General Inventory in FSM.

Issuing Inventory

Tap the 'Parts' tab in your WOT (Work Order Ticket) and click 'Use Part'.

When issuing parts, you’ll have two options:

• Select Scan COAX/TV Part for coax or TV equipment.
• Select Scan Other Parts — this is the option you’ll use most often for all other items, including fiber equipment.

Scan Other Parts Option View items available in your default inventory.

• The inventory list will display the following details:
• Asset Tag: The serial number of the item
• Model: The item’s model information
• Quantity: The number of units available

NOTE: FSM filters out items assigned to other tasks/projects.

Scan Other Parts Option For serialized equipment:

• Tap 'Scan to Use'
• Scan the barcode
• Tap 'Submit'

Use the filter icon to search specific items. Tip: It's easiest to filter by the item description

Scan Other Parts Option For manual entry:

• Scroll to locate the item
• Tap '+' and then 'Submit'

Scan Other Parts Option For consumables (non-serialized), enter the quantity before submitting. Attention: Make sure you enter the correct quantity before clicking 'Submit,' as the quantity cannot be edited afterward. If you make a mistake, report it to your supervisor immediately.

Issuing COAX/TV (Coaxial Cable Line) Option

• Locate the part
• Tap the "+" icon

NOTE: COAX cannot be scanned at this time. You must manually issue the part.

Issuing COAX/TV (Coaxial Cable Line) Option

• Click the Scan icon, then scan the MAC address barcode.

Issuing COAX/TV (Coaxial Cable Line) Option

• The MAC address will display. Click the ⬅️ back arrow to return to the previous page, then select Submit.

NOTE: If the MAC address is already in the system, the field will be pre-filled and you can submit directly.

COAM (Customer-Owned and Maintained Equipment):

• Refers to equipment owned and maintained by the customer.
• These items are not part of C Spire’s inventory.

To register COAM equipment:

• Tap the three-dot menu in the top-right corner.
• From the menu options, select COAM.

• Scan or enter the MAC address.
• Submitted COAMs will appear as CPE but not be added to inventory.

Recovering Inventory

Steps to recover inventory:

• Go to 'Parts' tab.
• You will see Parts used and tap 'See All'.
• Swipe left on the part and tap 'Remove Part'.
• Item will return to your inventory and be removed from the subscription and Arkis.

NOTE:Recovered inventory will continue to show up in the inventory item list in FSM until it is removed from the inventory via action in Truck Stock (transfer, deletion, etc.)

Inventory Transaction Status

• To check status, tap 'See All' in the Parts tab.
• View details for each part:
• In Progress
• Complete
• Failure

NOTE: When inventory is issued or recovered in FSM, the user will be able to see the status of the inventory transaction. It will show as in progress until it either completes successfully or it fails.

Escalation of Inventory Issues

⚠️If FSM fails to issue inventory, use Truck Stock to issue it. ⚠️Return to FSM and perform manual sync. ⚠️FSM will reflect issued inventory as CPE. ⚠️Complete the WOT as normal. ⚠️If the task or inventory still fails, contact Support.

Submitting Provisioning Calls

Submitting a Provisioning Call for Installation or Reactivation:

• Navigate to the Provisioning tab within your WOT.
• Verify that the Status displays Not Started.
• Tap Provision to load the customer’s services.

• Swipe down to refresh — the status will update from Not Started to In Progress, and finally to Complete.
• Continue refreshing until the status shows Complete.

Submitting a Provisioning Call for Repairs:

• Navigate to the Provisioning tab within your WOT.
• Confirm that the Status shows Not Started.
• Click the drop-down menu under Choose an Option.

Choose the appropriate action from the list:

• None – Default button required by the system; you must select another action to submit.
• Activate – Sends a provisioning call to start a new service; use when a new service has been added.
• Deactivate – Sends a call to remove or “wipe out” existing service provisioning.
• Change – Sends a provisioning call to update a service tier (e.g., customer upgrades from 1GB to 2GB).
• Refresh – Reapplies existing provisioning templates; use for troubleshooting service issues.
• Equip_Swap – A special provisioning call: first deactivates, then reactivates the service, and triggers activation for any linked child services. Use when old equipment is returned and new equipment is issued.

➡️ Click the Provision to confirm your selection.

Escalation of Provisioning Issues

⚠️ If provisioning fails: click “Retry.” 🚨 If it continues to fail: escalate the issue by contacting Support for further assistance.

📸

Uploading Pictures and Posting Documentation in FSM

To upload and post notes in FSM, follow these steps:

• Navigate to the relevant Work Order Task in FSM.
• Click the three dots (⋯) menu.
• Select Activity Stream from the task options.

To add and share a comment in FSM:

• Click Add Comment to open the comment field.
• Toggle Share Comments to the On position to make your comment visible.
• Enter your comment, then click Post to submit it.

• To upload a picture, use the camera icon to take a photo or select an image from your mobile device.
• The image and comment will be attached to both the work order task and the overall work order.
• You can review all comments and attachments in the activity stream at both the task and work order levels.

Uploading Pictures and Posting Documentation in FSM Demo

Click Play to watch demo. You may be asked to log into your C Spire account.

Repair Work Orders

For Repair Work Orders: Removing Parts

• The existing CPE will appear in the Parts Used section.
• Below that section, select Remove Part to remove the item.

• This page displays all items that can be recovered.
• Tap the ↩️ Return button to place the part back into inventory.

• This page displays confirmation that the item has been recovered.
• The recovered part will now appear in the Remove Parts section.

Reactivation Work Orders

For reactivation work orders, technicians must first scan the existing ONT at the customer’s location into their truck stock, as it isn’t automatically included. After scanning, reissue the ONT using the standard installation steps:

• Click “Use Part.”
• Select “Scan to Use.”
• Scan the ONT to correctly associate it with the work order.

Reactivation Work Orders Demo

Click Play to watch demo. You may be asked to log into your C Spire account.

Important Callouts for Technicians

No Dispatcher Call Needed (FSM) for Equipment Change:

• In FSL, technicians had to call a dispatcher to add devices on a change order. In FSM, this step is no longer required—you can issue the equipment directly in FSM, and it will auto-update without dispatcher involvement.

Always Use the Provision Tab:

• Anytime you’re working with equipment—whether adding, removing, installing, or completing a change order—you must go to the Provision tab.

Troy (ONLY) Alarms:

• Alarms may appear in Provisioning, but you don’t need to take any action — they’re service notifications, not work order tasks.

Congratulations!

You've completed the FSM course!

Default inventory in Truck Stock syncs with FSM when you tap 'Start Travel.'

Manual inventory sync is also available during a WOT.NOTE: The refresh inventory option is only available from an active work order task in Parts section.

Truck Stock remains available for counts, transfers, and managing default inventory.

Inventory issuance and recovery are now embedded into FSM’s installation and repair workflows.

Only the inventory present in your default inventory at the time of sync is available in FSM.

If equipment is assigned to a subscription, it will appear in the 'Part Used' section labeled as CPE.