Field service process

Field service provides functionality for streamlining the way tasks are qualified and dispatched and how parts are sourced.

About this task

Field service provides functionality for streamlining the way tasks are qualified and dispatched and how parts are sourced. Additional automated features enable dispatchers to route and dispatch tasks quickly, using precise geolocation to create schedules. These feature are explained where they occur in the following flow:

Procedure

  1. Create qualification, dispatch, and assignment groups. These groups are sets of users or agents, filtered by location, who can perform specific field service tasks.
  2. Establish service level agreement (SLAs).
  3. Activate field service geolocation. Geolocation allows dispatchers to track agents with greater accuracy. Only users with the admin role can activate the Field Service Automation Geolocation plugin.
  4. Create and qualify work orders. Qualifying a work order is the process of checking that work order information is complete so work order tasks can be assigned.
  5. Organize work into tasks that need to be done to complete the work order.
  6. Source parts and dispatch work order tasks to agents based on criteria such as skills and location.
  7. Have an agent or multiple agents execute the work order tasks assigned to them and track completion.
  8. Access and perform Work Management tasks from a mobile device. Agents can accept and reject tasks, track travel and work time, and access all the information they need about the work to be performed and assets to pick up.