Field service groups

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

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 in User Administration > Groups and Field Service > Group Management.

Qualification groups

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 Qualification group 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.
Note: The Qualification group field is hidden in the Work Order form when Field Service Management is configured for automatic qualification.

Dispatch groups

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 Dispatch state.

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 field on 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 location.
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.