User interface overview

The BMC Helix Field Service Management (FSM) platform consists of several major consoles and modules. Each serves a distinct audience and function within the operation.

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FSM modules: audience, purpose, and integration

The following table provides an overview of each FSM module's audience, purpose, and integration with other components.

Module	Who uses it	Purpose	How it fits
Dashboard	Managers, team leads, dispatchers	High-level view of the operation — active work orders, agent performance, SLA metrics, workload distribution, and route efficiency	Entry point into the system. Dispatchers and managers review trends, KPIs, and alerts before assigning or planning
Dispatcher Console	Dispatchers, supervisors	Operational command center for day-to-day scheduling and assignment	Where decisions are made about who does what, when, and where. Interacts heavily with Route Planning, HR Console, and Mobile Reach
Route planning	Dispatchers, route planners, agents	Optimize travel and ensure agents cover tasks efficiently	Work orders are mapped into routes after assignment. Routes are pushed to Mobile Reach so agents can follow them in the field
Inventory movement	Field agents, compliance officers	Capture proof of work and track items and assets through scanning (QR, barcodes, RFID)	Fieldwork is verifiable through this module. Feeds back into Dashboard metrics and audit and compliance reporting
HR Console	Field agents, managers, HR staff	Align workforce management with field operations	Integrates directly with the Dispatcher Console and Route Planning, since availability and capacity drive assignments
Checklists	Field agents, QA and compliance teams	Standardize and enforce procedure compliance during work order execution	When an agent receives a work order via Mobile Reach, it includes the relevant checklist. Completion status feeds into Inventory Movement and Dashboard metrics
Mobile Reach	Field agents	Frontline execution tool through which agents receive, update, and close work orders, report locations, follow routes, complete checklists, and perform scans	Field counterpart to the Dispatcher Console. All scheduling, assignment, route planning, and checklist design come together here. Syncs status, time, location, and scan data continuously, and supports offline use

FSM module functions

The following table summarizes the core functions of each FSM module.

Module	Functions
Dispatcher Console	Work order assignment: Allocate tasks to the right field agent User routes and FSM timelines: Plan when and where the agent needs to be Last known location and location history: Track agents in real time or historically
Route planning	New route: Build a route for a day or shift Saved routes: Store repeatable patterns, for example weekly maintenance routes Scheduled routes: Show planned routes over time and ensure alignment with user calendars
Inventory movement	Scanned items: Evidence of completed tasks, for example scanned equipment that has been serviced Scan workflow configuration: Rules for when and what must be scanned Inventory movement orders: Track the movement of equipment and monitor its status Inventory re-order levels: Information about products that may need to be reordered
HR Console	Timesheet (planned): Capture working hours and link to productivity metrics Leave: Manage availability so that dispatchers do not assign unavailable agents
Checklists	Checklist templates: Define standard steps, for example safety checks and inspection steps Checklist instances: Each work order pulls in a checklist to ensure consistent execution

Mobile Reach

Mobile Reach provides field agents with a streamlined, end-to-end workflow for managing their daily tasks directly from their mobile devices. By combining real-time assignment visibility, optimised routing, on-site time tracking, navigation integration, and built-in verification tools, Mobile Reach ensures that every work order is executed efficiently and accurately. From accessing assignments and capturing completion evidence to following job-specific checklists and reviewing related configuration items, field agents are equipped with all the information and tools they need to deliver consistent, high-quality service in the field. The app supports offline use and syncs automatically when connectivity is restored.

Mobile Reach functions

The following table describes the functions available in Mobile Reach and how they support field agents during work order execution.

Function	Description	How it works in the field
Work order access	Field agents view assigned work orders on their mobile device using their login credentials	Enables real-time task management and immediate updates while on site
Work order assignment	Work orders assigned to a field agent appear in their mobile inbox, with clear ownership of each task	Ensures accountability and clear responsibility for each task
Order of appearance	Work orders are displayed in an optimized order for the most efficient route	Reduces travel time and improves daily task efficiency
Google Maps navigation	Field agents launch Google Maps directly from a work order to navigate to the site	Supports accurate and timely arrival on site
Arrival and resolution logging	Field agents log arrival by pressing Start Work and completion by pressing Finish Work. Times recorded offline are stored and synced when the network is available	Ensures accurate SLA tracking and real-time progress visibility even with intermittent connectivity
Signature and photo verification	Field agents capture photos and the customer's signature as proof of job completion	Provides audit trails, verification, and customer approval documentation
Related configuration items	Field agents review related configuration items (CIs) and scan barcodes as part of the completion process	Ensures proper equipment and configuration tracking
Mobile checklists	Task-specific checklists appear automatically on the field agent's mobile device, covering health and safety, installation specifications, equipment readings, and other job details. Checklists can be completed before or after the task	Maintains compliance, ensures quality control, and provides a complete job record for future reference