What are the roles involved in Field Service?

The Field Service application provides tools for these key roles on your service team:

1. Customer service agents triage incoming requests and determine when to create work orders for onsite visits. Agents primarily use the application through a web browser.

2. Service managers track performance metrics and oversee service delivery, finding ways to increase efficiency and standardize processes. Service managers primarily use the application through a web browser.

3. Dispatchers review and schedule work orders, and assign them to resources on the schedule board through resource availability searches, and through a fully automated resource scheduling optimization add-in. Dispatchers primarily use the application through a web browser.

4. Field technicians manage their assigned work orders using the mobile app on a phone or tablet and perform maintenance and repairs onsite at customer locations.

5. Inventory managers ensure field technicians have what they need to complete their service calls. Inventory managers also handle product returns and purchase new inventory. Inventory managers primarily use the application through a web browser.

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