Groups in Field Service Management example

An example of how locations, qualification groups, dispatch groups, and assignment groups can be created and used together for Field Service Management. The best approach is to create locations first, then create the different types of groups and associate locations to the groups.

Company ZYX has a group of field service automation agents that cover four locations:

  • San Diego
  • Los Angeles
  • San Jose
  • San Francisco
Figure 1. Group locations
Group locations

There are two qualification groups that qualify work orders and work order tasks:

  • Southern California
  • Northern California

The Southern California qualification group covers the San Diego and Los Angeles locations. The Northern California qualification group covers the San Jose and San Francisco locations.

Figure 2. Qualification group
Qualification group

There are four dispatch groups that select agents to complete work order tasks:

  • San Diego
  • Los Angeles
  • San Jose
  • San Francisco

Each dispatch group covers their corresponding location.

Figure 3. Dispatch group
Dispatch group

There are four assignment groups of agents that complete work order tasks:

  • San Diego
  • Los Angeles
  • San Jose
  • San Francisco

Each assignment group covers their corresponding location.

Figure 4. Assignment group
Assignment group

Using the four locations and the different groups, field service tasks can follow a logical flow based on location. The work is qualified, dispatched, and then performed by people who are as close to the work site as possible for maximum efficiency. For example, a work order with San Francisco specified in the Location field is created. A member of the Northern California qualification group qualifies the work order by adding detailed information. A member of the San Francisco dispatch group selects an agent from the San Francisco assignment group to perform the tasks.