FSM User Roles and Tasks

In a typical Field Service organization, the primary roles who will use Mobileforce FSM are the following:

• Admins: Work with Mobileforce to configure Mobileforce FSM to meet the needs of your organization, and make changes to the application based on new requirements and user requests.
• Agents: Review customer requests and convert them into Mobileforce FSM Service Tasks, as well as Work Orders when necessary.
• Dispatcher: After reviewing the created Service Tasks, schedule appointments based on the tasks, assigning them to technicians based on skill and availability, as well as efficiently route Service Task appointments based on duration and location of the scheduled appointments.
• Technician: Review Service Task Appointments and record necessary field data in the applicable task and related objects, such as Parts, Customer Service Requests, and Inventory Transactions.