FAQ

Below is a comprehensive list of some common questions asked by our new and existing clients regarding our software products.

Most Popular Questions

Below are some highlighted answers to the most common questions we get asked regarding our field service software.

How can NextService help grow my business?

NextService makes your mobile technicians more efficient, allowing them to complete more jobs. They also record their time, inventory and checklists on the NextService mobile reducing administration and paperwork for your Admin staff. The NextService scheduler makes real time decisions about scheduling easier reducing the need for follow-up phone calls. Finally, being native to NetSuite allows NextService to record ALL your field data into NetSuite instantly giving you a real time view of your business.

How long will my NextService deployment take?

Our typical deployments take 50 hours and involve initial bundling of our software, configuration and then a series of proof of concepts followed by revisions in order to progress the solution to meet your business requirements. After all parties are satisfied with the solution, we provide training before the go-live.

Do I need a NetSuite license and a NextService Mobile license?

Only NextService Administrators and Dispatchers who create, schedule and bill jobs require NetSuite licenses. Your technicians only require a NextService mobile license. Your dispatchers and administrators will be able to emulate the NextService Mobile app from the scheduler and see the mobile for any technician.

How does NextService handle regular NetSuite updates to ensure NextService will not break?

We are a NetSuite SDN Partner, which means we are required to test our software with every release of NetSuite to ensure there are no issues before the release rolls out to customers. NetSuite also audits our software on an annual basis in order to renew our SDN status.

Can I track inventory on the job out my truck or van?

Yes, NextService uses the NetSuite Items and Inventory systems to consume and fulfil parts used on a job.

My password to the NextService mobile is not working.

This is our most common support request and is caused by the wrong password being entered into the app’s login page. The NextService mobile app uses the email address and password configured on the employee record for authentication. Please confirm you have entered the correct username and password. If the issue persists, please contact your NetSuite administrator to reset your password.

The jobs on my app won't save. Some of the jobs on my app don't display correctly.

You may have too many jobs assigned to you. The NextService mobile app has a limited amount of memory for job information. Exceeding the limit leads to a variety of issues. If you have more than twenty jobs you may be experiencing this issue. Please contact your NextService Administrator to reduce the number of jobs assigned.

If reducing the number of jobs is not an option, please contact your NextService Consultant to discuss options.

There is an issue with one of my jobs that won't close or can't be billed.

Please see “Troubleshooting“section below.

How does the NextService Mobile offline mode work?

At the start of each day the technician refreshes the mobile app and gets all his/her jobs. Once the data is cached on the app, it is available for viewing by the technician. If the technician is in the country or a basement and out of Wi-Fi and cellular connectivity, they can still record their information against each job on the mobile. Once the mobile is back within connectivity the data synchs back into NetSuite seamlessly.

Can I link multiple Assets on one Case?

Multiple Assets can be on one Case as long as they share the same parent Asset and the Case is against the Parent Asset.

Full FAQ Directory

Here is our full comprehensive directory of our NextService FAQ's by category. For any further questions that fall outside of this scope, please get in touch.

How can NextService help grow my business?

NextService makes your mobile technicians more efficient, allowing them to complete more jobs. They also record their time, inventory and checklists on the NextService mobile reducing administration and paperwork for your Admin staff. The NextService scheduler makes real time decisions about scheduling easier reducing the need for follow-up phone calls. Finally, being native to NetSuite allows NextService to record ALL your field data into NetSuite instantly giving you a real time view of your business.

How does NextService handle regular NetSuite updates to ensure NextService will not break?

We are a NetSuite SDN Partner, which means we are required to test our software with every release of NetSuite to ensure there are no issues before the release rolls out to customers. NetSuite also audits our software on an annual basis in order to renew our SDN status.

What is the NextService release/update process? I.e. How often, how do you ensure the updates don’t “Break” something?

We have a product updates with new features rolling out three times/year. These updates are included in your support plan. Our product team carefully implements and tests each feature. When all features are verified and all the past features are also tested to ensure they have not been impacted, we release an alpha version, that goes into our QA sites for further testing. Once the release passes QA, it is released into Beta and rolled out to our Beta customers, who test and provide feedback. Once all issues have been resolved, the release is available for General Release. We typically rollout to customers who are awaiting specific features first. We also roll it out to our Demo site, and any customers with Sandbox Accounts to test.

Since we rely on configuration rather than custom scripts, our product team makes any changes to the customer’s config and tests the results as part of the customer’s go-live. Special care is take if the customer has custom scripts that may conflict with the NextService scripting. Without a sandbox to test in first, we cannot guarantee there won’t be conflicts until our update is in place as we do not have access to the third party scripts. If issues are found, our scripts can be updated quickly with a point release of NextService to resolve the conflict.

If we have many NetSuite Mobile users, will NetSuite slow down?

Since NetSuite is a cloud solutions, it scales with your business, and performance should not be an issue.

If NetSuite goes down, does the NextService Scheduler or Mobile App still work?

NextService is a 100% native NetSuite application and relies on NetSuite. The Schedule board will not work without a working connection to NetSuite. The NextService mobile caches all job data at the start of the day, so if NetSuite goes down, the job information will still be visible, but submitting data on the job back to NetSuite may have issues.

How do I create a job under warranty?

Create the Case against the Asset, and if the Asset and select the Warranty Project on the Case form if it exists. In this way, multiple jobs (Cases) can go against a warranty project to give you complete profitability for the Warranty Project.

How do I create a warranty for an Asset?

NextService uses Project records with a start and end date to represent a warranty on an Asset. NextService can be configured to automatically create a Warranty Project on and Asset that is being fulfilled from a Sales Order. This functionality is setup during our configuration. Please talk to your NextService Consultant for more details and assistance as required.

Warranty Projects can also be created manually. Simply create a Project of type ‘Warranty’ against the Asset of your choice and choose an appropriate start and end date. You may need to make sure you’re not using the Programmed Maintenance version of the Project form to create a manual Warranty Project.

How do I create a Time and Materials job?

Create a Case against the Asset and select a new Time and Materials Project form the Projects select. Note: Your Time and Materials project type might have a different name.

How do I create a fixed price job?

Create a Sales Order with service items and inventory agreed upon by the customer. Make sure to select the NextService Asset on the Sales Order before saving. Once saved, select ‘New Case’ from the Sales Order quick actions selection and complete the Case to create the job. The Project Type on the Case should be set to ‘Fixed’ or the equivalent set up during your deployment.

How do I create a PM or recurring job?

Create a Project and select the Customer and NextService Asset. The PM type should be selected as well as the start and end date. This will generate a program of works that will show you all the Cases that will be created upon saving the Project record. Once saved the Cases and associated Tasks will be created and will appear on your NextService Scheduler.

How can I remove PM Cases and Tasks that are no longer required?

The first thing to note is that completed PM Cases and Tasks, or ones that have been started but not completed cannot be automatically removed. To remove Cases and Tasks that have not been completed or started, open the PM Project in Edit mode. Change the Project’s status to ‘Lost/Cancelled’ and save. A process will kick off to remove the Task and Case records.

How can I modify the type of a PM or change the dates on the remaining Cases and Task?

Completed or in-progress Cases and Tasks cannot be deleted or changed, however, Cases and Tasks scheduled on an existing PM Project can be modified. First follow the steps in the ‘How can I remove PM Cases and Tasks that are no longer required?’ FAQ question. After the Cases and Task have been removed, you can modify the PM Project type to a different frequency and/or change the start/end dates for the PM. Finally, change the Project Status back to ‘In Progress’ and save the Project. A process will kick off to create the new Cases and Tasks.

Can I link multiple Assets on one Case?

Multiple Assets can be on one Case as long as they share the same parent Asset and the Case is against the Parent Asset.

Can I track the changes to fields on my job records in NextService?

Yes, NextService uses native NetSuite records which have a built-in system used to show the changes to each field, who made the change and when.

When inventory items are added from the mobile to a sales order, does the job/visit they were used on show?

Yes, the job Id is recorded at the line level for items added from the mobile. NextService links the Sales Order to the job and the project under which the job is registered.

Can I bill customers per job, or monthly?

Yes, NetSuite provides flexible billing options, for Sales Orders and Invoices. NextService uses the native Sales Orders and Invoices and therefore has the same flexibility.

Can I consolidate billing for a customer?

Yes, this is NetSuite functionality. Your NetSuite Consultant can set this up for you.

What options are available for recurring billing?

NetSuite provides multiple mechanisms for billing Customers on a regular basis. NextService relies on these to create Sales Orders for recurring Preventative Maintenance, or Programmed Maintenance Jobs. We will determine the most suitable recurring billing method during our deployment process.

How can I decide at the job level whether Inventory, Time and Expenses are billable or non-billable?

NextService billing rules are flexible and can be set to make any of the inventory, time and expenses billable or non-billable automatically depending on the job type. We set the billing rules for job types during our deployment. Automatic billing rules can be overridden at the Task level.

I still need to account for the cost of Time, Inventory and Expenses at the job level even for non-billable work.

• Non-billable inventory is added to a Sales Order with a zero prices so it can be fulfilled out of inventory and record the cost against the job.

• Time Expenses are recorded against the job and can be journaled to account for their cost. For billable jobs, the time records are added the Invoice as service Items.

• Expenses recorded on the mobile create standard NetSuite expense records using NetSuite expense categories. These expenses are recorded against the job and the technician and follow NetSuite’s standard approval process. For Billable jobs, approved expenses are added to the Invoice to the customer. For non-billable jobs the Expenses show as job costs once approved.

What happens to inventory, time and expenses on a non-billable job such as a Warranty Repair?

NextService billing rules are flexible and can be set to make any of the inventory, time and expenses billable or non-billable automatically depending on the job type.

I’ve set up price levels for one of my Customers in NetSuite. Will inventory added to the Sales Order by the NextService mobile take these price levels into account?

Yes, NextService lets NetSuite calculate the price for Inventory charged on a Sales Order and takes into account the price level of the Customer.

I’ve set up custom prices for items for certain Customers in NetSuite. Will inventory added to the Sales Order by the NextService mobile take these price levels into account?

Yes, NextService lets NetSuite calculate the price for Inventory charged on a Sales Order and takes into account the custom price levels for items configured on the Customer record.

Does NextService use quantity discounts set on Item records in NetSuite?

Yes, NextService lets NetSuite calculate the price for Inventory charged on a Sales Order and takes the volume discounts configured at the item level into account.

How does the mobile emulation work?

The mobile emulation functionality, unique to NextService, can be accessed either from the NextService Scheduler or the employee record in NetSuite for the technician. From the scheduler hover or click on the technician and then click on the mobile icon. This functionality can help reduce training and support time by allowing the dispatcher/NextService Administrator to work through issues with the technician in real-time.

Do I have to pay for a NextService Mobile license for all technicians on the NextService Scheduler? Can I display assignees just for scheduling purposes, even if they don’t use the mobile app?

Yes, the NextService Scheduler can display any number of employees or resources. These resources can be assigned jobs or added onto jobs as part of a crew or team. There is no cost to showing more resources on the Schedule board.

Can NetSuite Project Tasks be used on the NextService Scheduler?

Yes, we support displaying NetSuite Project Tasks on our Schedule board. As these Tasks may have more stringent requirements imposed by the project structure, such as predecessor and dependent Tasks, the option for dragging and dropping them for assignment may be restricted.

Can I show employee holidays or time off/personal days on the NextService Scheduler?

Yes, NextService comes with native functionality for this purpose, or payroll records in NetSuite can be configured to show on the Scheduler. Please talk with your NextService Consultant for more details.

What other records can be configured to show on the NextService Scheduler?

The NextService Scheduler is very flexible and can be configured to show ANY NetSuite record that contains a populated Start and End date. Please talk with your NextService Consultant for more details.

Can the NextService Calendar show statutory holidays or other important dates for our company?

NextService support NetSuite’s native Work Calendar functionality when this feature is enabled. If it is not enabled, NextService has a custom solution where dates can be marked on the Scheduler.

Can I change the hours shown on the NextService Scheduler?

Yes, this is a configuration open. Please discuss with your NextService Consultant.

Can I block off non-working days and times for technician’s?

Days can be denoted as non-working days using NetSuite’s Employee Calendar or the NextService Non-Working Day record.

Why can I still assign jobs to technicians on days marked as vacation, personal time, or on non-work days such as national holidays and weekends?

NextService shows you all the information need to be able to effectively schedule, including non-working days and time booked off. There are always situations where the need to assign work on weekends or during time booked off is required, so NextService gives the dispatcher or administrator the freedom to decide whether to book the technician during these periods.

How can I test out different scheduling scenarios?

The NextService mobile allows you to test out scenarios by dragging and dropping jobs to different technicians. Crews can be created and start/stop times can be adjusted. If you are not happy with the way your scenario looks, simply click the refresh button (Cloud icon with an ‘X’). If you are happy with the scenario, click the Cloud Icon to save.

What do the colors on the NextService Scheduler represent?

White – Completed job
Green – Technician is on site
Light Red – High Priority job
Light Blue – Medium Priority job
Light Yellow – Low Priority job
Dark Red – High Priority job in progress
Dark Blue – Medium Priority job in progress
Dark Yellow – Low Priority job in progress
Grey – The Case has been closed before the Task has been completed

How secure is my information shown and recorded in the NextService Scheduler?

The NextService Scheduler is served directly from NetSuite, which means the scheduler has the same protection and encryption as NetSuite. You can confirm this by looking at the URL of the scheduler.

When and how will my technicians be notified about the jobs assigned to them?

Once the dispatcher commits the job assignments on the scheduler, NetSuite sends email notifications to the assignees for each job. NetSuite can be configured to not send these notifications.

Can technicians be notified via SMS or Text messaging when new jobs have been assigned?

SMS messaging is not standard NetSuite functionality. It can be configured using a third-party application.

Can I track inventory on the job out my truck or van?

Yes, NextService uses the NetSuite Items and Inventory systems to consume and fulfil parts used on a job.

My password to the NextService mobile is not working.

This is our most common support request and is caused by the wrong password being entered into the app’s login page. The NextService mobile app uses the email address and password configured on the employee record for authentication. Please confirm you have entered the correct username and password. If the issue persists, please contact your NetSuite administrator to reset your password.

Where do I get my mobile login? How do I sent my technicians their mobile app login? Is the NextService Mobile app available on the Google Play Store or the Apple App Store?

No App Store is required to get the NextService Mobile app.

Your NextService administrator controls access to the app and sends each technician an email containing the URL for our mobile app. Click on the link to open in your devices browser and save to your home screen so it can function like any other app. You will use your NetSuite username and password to access the device.

Your NextService Administrator will also have to make sure that you have a NextService Mobile license assigned to your employee record for you to have access.

NextService Mobile licenses can be assigned to different NetSuite users in real-time as required.

Do I need a NetSuite license and a NextService Mobile license?

Only NextService Administrators and Dispatchers who create, schedule and bill jobs require NetSuite licenses. Your technicians only require a NextService mobile license. Your dispatchers and administrators will be able to emulate the NextService Mobile app from the scheduler and see the mobile for any technician.

The jobs on my app won’t save. Some of the jobs on my app don’t display correctly.

You may have too many jobs assigned to you. The NextService mobile app has a limited amount of memory for job information. Exceeding the limit leads to a variety of issues. If you have more than twenty jobs you may be experiencing this issue. Please contact your NextService Administrator to reduce the number of jobs assigned.

If reducing the number of jobs is not an option, please contact your NextService Consultant to discuss options.

Can I reassign a NextService Mobile license to another employee?

Yes, NextService Mobile Licenses can be assigned in real-time as long as the total number of licenses does not exceed the total.

I am unable to complete the Task on my mobile.

Make sure all the prerequisites for completing the Task have been actioned. The NextService Mobile can be configured with workflows to ensure that tabs are completed in a specific order and/or that fields on checklists must be filled out before they can be submitted. Please contact your NextService Administrator for assistance. They can emulate your mobile from the NextService Schedule board to work through the issue with you.

How many days of Tasks can be displayed on the NextService Mobile?

This is a configuration item and is decided during deployment. If you would like to change the number of days, on your mobile, please discuss with your NextService Consultant. An example of a more advanced configuration for days’ worth of Tasks shown on the mobile would be to only show incomplete Tasks from the past 7 days and all tasks for the next 7 days. That way as Tasks are completed they will not be shown on the mobile.

I submit a checklist on the NextService mobile and get an error.

You may be trying to submit the wrong type of data for the field provided. For a field expecting a numeric value, such as ‘Fuel tank level’, providing the answer ‘half’ instead of ‘50’ will result in the checklist submitting with an error. If the error persists, please contact your NextService administration team to work through the issue.

Why is Time Tracking on the mobile manual?

Manually entering time on the mobile only takes your technicians seconds and will save you having to correct time entry errors resulting from forgetting to start or stop a Task. Time entry errors can also result in incorrect reporting of the job profitability and may also lead to your customers enquiring why they are being charged for more hours than your technicians were on site.

Will Time Tracking on the mobile be automated?

The ability to record time like a punch clock with pause functionality for the NextService Mobile is on the roadmap. We do not have a release date for this functionality at the moment.

Can I change the fields on my mobile checklists myself?

Yes, once the forms have been registered, you will have access to change order, type and number of questions shown on the mobile. We use NetSuite’s native Record functionality to create our mobile checklists. This means the data you record is saved into NetSuite in real-time and can be linked to the Customer/Asset/Job.

How does the NextService Mobile offline mode work?

At the start of each day the technician refreshes the mobile app and gets all his/her jobs. Once the data is cached on the app, it is available for viewing by the technician. If the technician is in the country or a basement and out of Wi-Fi and cellular connectivity, they can still record their information against each job on the mobile. Once the mobile is back within connectivity the data synchs back into NetSuite seamlessly.

Are there any aspects of the mobile that do not work in Offline Mode?

Yes, job history is pulled into the mobile in real-time and is not available in offline mode.

Recording images against the job is also not available in offline mode as the large size of images would use up all the apps available cache storage. The work around is to save images into the camera roll of the device and add them to the job once connectivity is reestablished.

Sales Orders and Quotes will not be able to submit and return the pricing of items added to them in offline mode. This is because we use NetSuite’s Quote and Sales Order records and rely on NetSuite to compute the pricing for each added item.

How does the NextService Mobile calculate prices for items added to the Sales order and Quote?

The NextService Mobile uses NetSuite’s native functionality to compute the prices. The data is submitted to NetSuite and allows NetSuite to calculate the prices based upon quantity breaks, Customer Price Levels and Customer Item Pricing.

Does the NextService Mobile App report show location of Technicians after hours or weekends?

The devices only sends it’s coordinates back to NetSuite when the NextService App is open. Closing the app at the end of the day ensures the technician’s privacy is maintained.

Does the NextService Mobile App provide turn by turn directions?

No, the app links to the devices native mapping application to provide turn by turn directions.

How secure is my information shown and recorded in the NextService Mobile App?

The NextService Mobile app is served directly from NetSuite. Even when saved to the home screen of your device, it is still a page directly within NetSuite, which affords the app the same security umbrella provided by NetSuite.

Can I see the full job history for an asset and child asset on the NextService Mobile?

Yes, the NextService mobile allows the history of both the parent and child asset to be shown. This ensures your technicians have all the information about the Asset, and who performed past jobs at their fingertips.

Can time, inventory, notes/pictures and checklists be linked to child assets or just the main ones?

The NextService mobile can link all the mentioned records to either the parent or child Assets or both. We will determine the links required during your deployment.

Does NextService support barcodes and QR codes for adding inventory on the mobile?

NextService support adding inventory using barcodes natively on Android devices. QR codes are not currently supported on either Android or iOS. For iOS devices barcode scanning and QR code scanning, a third-party app can be used to select inventory using the following method.

a. In the mobile app select the inventory field the barcode scanner should populate.
b. Switch to your third-party barcode or QR code application and scan the desired item.
c. Switch back to the NextService Mobile App. The third-party barcode scanner will fill in the value in the item field and select the item from inventory.

Project closed before Case closed.

Reopen the Project or close the open Case.

Case closed before the Task closed.

Reopen the Case or close the open Task.

I created a Task first, but it doesn’t have any information on the NextService Mobile.

NextService has automations to create Tasks automatically from Cases and PM Projects and does not support creating a Task first. Delete the Task and follow the standard job creation process shown during your training.

The Case won’t close, or the Sales Order is not created or updated upon job completion.

Check the following conditions:

a. The Assigned Employee not inactive
b. The Customer record is not inactive
c. The NextService Asset record is not inactive
d. The job has a Project, Case and Task record that are all not inactive.

There is an issue with the billing.

Check that the Customer on the Project is the same as the Customer on the NextService Asset.

How long will my NextService deployment take?

Our typical deployments take 50 hours and involve initial bundling of our software, configuration and then a series of proof of concepts followed by revisions in order to progress the solution to meet your business requirements. After all parties are satisfied with the solution, we provide training before the go-live.

How can NextService deployments be so much quicker than other field service solutions?

NextService is Native to NetSuite. It is built on, in and for NetSuite and therefore does not have any external data to map and transport. We do things the NetSuite way, so we use NetSuite’s Inventory system, CRM, transactions, employee records, and case management. In every instance, we do things the NetSuite way and obey all the NetSuite conventions. This means our system just works and there is no confusion about which system has the correct version of your data because there is only one place data is saved ~ NetSuite.

Do any deployments take longer than 50 hours?

Yes, here is a list of situations that cause longer deployments. We will work through these items during our scoping sessions.

1. Forms: More than two forms, or forms with calculations, graphics, tables, or forms requiring custom print templates.
2. Working around existing scripts: Not all scripts are implemented to play nice with our scripts, so our dev team must get involved if there
are conflicts.
3. Subsidiaries that conduct business differently, or have different work flows can double the deployment time as they can require their own config, workflows, data, and training.
4. DATA – accurate data is essential to accurate field service. We don’t import data as it can take a long time to cleanse and import
5. Field service requires all customer data (including contacts, company info, contacts, addresses) to be in the system before work orders and jobs can be created.
6. Employee/Technician data needs to be setup.
7. Asset Data: the thing or place where the technician will be doing the work for the customer. More data points on the Asset takes longer to import and show on the mobile.
8. Existing job data: It’s better to burn off jobs on the old system rather than importing incomplete jobs onto NextService. I recommend running both systems in parallel until the old system has no more jobs. It’s the same principal as importing incomplete transactions from one system to another ~ it’s painful.
9. Lack of dedicated customer resources will delay the go-live:
There are many decisions to be made and UAT testing to be done in order for the system to deliver value to the customer.
10. Starting simple and increasing the complexity and requirements as the business gets comfortable is the idea way to go live quickly with minimal cost.

Are the deployment hours on my SOW an estimate or a fixed amount?

The hours on the SOW are a fixed amount. You can be assured that even if it takes longer, your business will not be charged for any overruns.

Where does NextService store files?

NextService used NetSuite’s native file storage system. Image and documents recorded on the NextService Mobile are stored directly into NetSuite. Checklists and job information entered into NetSuite records or on the mobile are stored directly into NetSuite.

Do NextService customers get a sandbox version as well?

Sandbox accounts can be purchased from NetSuite. They are not included with NextService. If you do have one, then NextService is automatically copied across when the Sandbox is created. This allows you to test everything on Sandbox (including the NextService Scheduler and mobile) as if they were in production.

Do you require a Sandbox to deploy NextService?

Although a sandbox account is always helpful for deploying new functionality, NextService does not require it. We use NetSuite records and follow NetSuite’s own way of doing things so we do not conflict with existing implementations unless there are scripts or workflows that may action the same Project/Case/Task, transaction records. If the NetSuite account has many existing scripts or workflows, we might recommend a Sandbox for deployment in order to ensure there are no script collisions.

How does the NextService deployment work with the NetSuite deployment?

We use NetSuite records and follow NetSuite’s own way of doing things so we do not conflict with how NetSuite deploys new accounts.

What stage of a new NetSuite deployment will NextService start deploying?

We can start from day one. We have not requirements other than NetSuite has been provisioned. We will start configuring your system in order to get the first proof of concept complete as soon as possible. We will require you to enter some customer and job data in order to see NextService working, however.

If we have existing scripting and choose to move ahead with a pilot in our Sandbox to ensure NextService will work with our existing system, how does that work?

For existing NetSuite customers with existing scripts, we recommend a paid test of our software on your sandbox account, which consists of 10 hours of our time to bundle and setup a bare-bones configuration so we can test for any scripting conflicts. If there are any conflicts, we will discuss options for resolving.

Can new forms be added to the mobile after deployment?

Absolutely.

Can we conditionally show/hide checklists on the mobile?

Yes, as part of our deployment we work with you to determine which combinations of Project/Case/Task should show certain checklists. We can also show different checklists, or versions of checklists, for different asset types. Many of our customers have different checklists show for different job types. For instance, an install job may have a different checklist than a PM Service job.

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