Field service groups are sets of users or agents, filtered by location, who can perform
specific field service tasks.
Work orders and work order tasks use several different types of groups, including
qualification, dispatch, and assignment groups. Administrators should set up an administrator
group and one or more of each type of field service group, then assign the appropriate roles and
users to those groups.
Before using the Field Service Management application in a production environment, create at
least one group of each type to cover all locations. Field service group information can be found
A qualification group is a set of users who can provide technical information regarding the
work to be performed to fulfill a work order or work order task.
If one qualification group covers the location specified on the work order, the group name is
automatically added to the Qualification group
field on the work order
when the work order state changes to Awaiting Qualification
. If no
qualification group or more than one qualification group covers the specified location, the
field is not automatically populated; information
can be added manually. If no qualification group is assigned, the work order can remain without
a qualification group and proceed through the work order life cycle. However, it is good
practice to set up location coverage and qualification groups.
Qualification group field is hidden in the Work Order form when Field
Service Management is configured for automatic qualification.
A dispatch group is a set of users who can select an agent to complete a work order task.
Dispatch groups are filtered based on location coverage. If only one dispatch group covers the
location specified on a work order task, that group is added to the Dispatch
Group field on the work order task record automatically. If multiple dispatch
groups cover the specified location, use the lookup list to select a dispatch group. If no
dispatch group is assigned, the work order task cannot progress to the Pending
Assignment groups and vendor groups
An assignment group is a set of agents or vendors, filtered by location, from which an
individual agent or vendor should be selected to complete a work order task.
If a dispatch group has been identified and the dispatch group only covers one assignment
group, that assignment group is added to the Assignment Group
the work order task record automatically. If the identified dispatch group covers multiple
assignment groups, use the Assignment Group
field lookup list to select
an assignment group. If the Assignment Group
field is empty, the system
searches for assignment groups covering the territory that includes the work order task's
Note: When an assignment group of type Vendor is created, be
sure to assign a manager to the group who has the vendor manager role for assigning and
controlling vendor tasks. Also be sure to add vendors to the group.