Field-service reference
Glossary
Plain definitions of guided field-service video, remote inspection, service triage and completion evidence, with links to practical guidance.
- Asynchronous video support
- Asynchronous video support is a support exchange in which someone records equipment evidence and a service specialist reviews it later, rather than joining a live call.
- Avoidable service visit
- An avoidable service visit is attendance that could reasonably have been prevented through sufficient information, safe remote resolution or better preparation.
- Equipment identification
- Equipment identification is the confirmation of the asset’s model, serial number and relevant variant or configuration before making a service decision.
- Field-service video documentation
- Field-service video documentation is the use of recorded views, photos and structured answers to preserve evidence of equipment condition and service work with a job or asset.
- First-time fix rate
- First-time fix rate is the percentage of jobs requiring an on-site visit that are fixed on the first visit without return attendance to complete the repair.
- Guided video capture
- Guided video capture is a recording process that prompts the person at an asset to collect specified views, photos and answers for a service decision.
- Pre-dispatch triage
- Pre-dispatch triage is the assessment of a service request before assigning a visit, to establish urgency, scope and the preparation needed.
- Proof of work
- Proof of work in field service is evidence of the task performed and the condition left, kept with the relevant job or asset record.
- Remote diagnosis
- Remote diagnosis is the assessment of a reported equipment fault by a technical reviewer who uses available evidence without attending the asset in person.
- Remote visual assistance
- Remote visual assistance is technical support provided through a live or recorded view of equipment while the supporting specialist is elsewhere.
- Remote visual inspection
- Remote visual inspection is the assessment of an asset’s visible condition by a reviewer who is not physically present at the asset.
- Truck roll
- A truck roll is the dispatch of a service vehicle and technician to a customer or asset location for an on-site task.
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