Connected Field Service Overview

Connected Field Service is a notification engine in GENESIS that reaches workers across a variety of media, including text messages, phone calls, emails, and instant messages.

Connected Field Service builds on the capabilities of the Alert Notifications and Bridging components to deliver notifications with advanced handling, such as automatic and dynamic escalation, retries, and branching decisions on resolution. It also supplements existing work order management systems, drawing on their worker groups directly and automating ticket creation.

How much of this you use is up to you. Applications can be as simple as notifying a group of workers all at once, or as involved as choosing recipients according to shift schedules, skill sets, and physical proximity to the equipment.

Key Capabilities

Capability	Description
Worker Directory	Holds your field workers, their contact addresses, and the groups they belong to. Workers can be defined locally, or imported and kept in sync from Active Directory, Microsoft Entra ID, or a 3^rd party maintenance system. Learn more
Availability	Optionally narrows a notification to the workers who are on duty, according to each worker's own availability schedule and the schedule of the group they belong to. Learn more
Suitability	Optionally narrows a notification to the workers who fit the alarm—those assigned to its area or asset, and those holding the required skill at the required proficiency—and can order them so that whoever can reach the equipment soonest is contacted first. Learn more
Alarm-Driven Workflows	Subscribes to the alarm server and runs a workflow diagram for each matching alarm. Workflows can also be started by triggers or by Fault Detection incidents. The diagram decides who to contact, in what order, and what to do if the alarm stays active. Learn more
Multi-Channel Notification	Sends email, SMS, voice, and WhatsApp messages through the providers configured under Alert Notifications, so Connected Field Service reuses the same accounts and message logging as the rest of GENESIS. Learn more
Response Tracking and Escalation	Re-reads the state of the triggering alarm as the workflow runs, so a workflow can keep notifying until the alarm is acknowledged or clears, and then escalate to a supervisor. Learn more
Work Order Creation	Raises a work order in Microsoft Dynamics 365 Field Service, Salesforce, or ServiceNow as part of the workflow, so the dispatch is recorded in the system your maintenance organization already runs on. Learn more
Resilience and Scale	Distributes workflow execution across a redundant network of load-balancing schedulers, using the same scheduling model as Bridging. Learn more

Relationship to Other GENESIS Components

Connected Field Service builds on top of GENESIS components you may already be using:

Alert Notifications provides the delivery channel. The Send Email, Send Sms, Send Voice Message, and Send WhatsApp activities in a Connected Field Service template call the same provider configurations you set up under Alert Notifications, and messages are logged there. Learn more
Bridging provides the workflow engine. A Connected Field Service template is drawn in the same Template Designer, with the same activity library, expression editor, variables, and execution and recovery settings as a Bridging transaction, plus a set of activities specific to field service. Learn more

Alarms reach Connected Field Service through a subscription to the Alarm Server, and a workflow can also subscribe to Fault Detection incidents. How the pieces fit together, and which services have to be running, is described in Connected Field Service Architecture.