When it comes to field service, companies are judged on the service they provide. The top two factors used to measure great service are the speed of service (is this going to take days, hours, minutes?) and first-time fix rate (is this going to be fixed right the first time?).
In order for field service technicians to achieve this, they need all the help they can get, whether in the form of knowledge or external resources. Knowledge might include manuals, how-to guides, audit trails, and truck stock inventory, while external resources might include support calls to outside experts.