Setting up Field Service user groups

Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.

There are several types of user groups that serve different capabilities. The most common types include user groups for agents and dispatchers. These user groups are essential for organizing and managing the tasks and responsibilities of field service agents.

Additionally, you can create optional group types based on your specific needs, including user groups for initiators, managers, territory planners, and more. For example, you can create user groups for qualifiers to implement an additional qualification step to review and approve work orders. By setting up these groups, you can assign the appropriate roles and users to each group. The roles assigned to the group are automatically inherited by the users within that group, so you don’t need to individually assign roles to each user.

For more information about Field Service Roles, see Roles installed with Field Service Management.

For information about assigning a role to a user group, see Assign a role to a group.

Location also plays an important role in configuring field service user groups. It ensures that qualifiers, dispatchers, and agents only engage with tasks that align with their assigned locations and groups.

There are a few good practices when creating groups:

• Create one group for administrators and assign the admin role to this group only.
• Create as many groups as needed in your organization. For example, create a staff group for each geographic location, function, skills, and product models, such as building maintenance or building security. Assign the necessary users to those groups, and then assign the staff role to those groups.

Example user group setup.

Setting up user groups for agents

Set up user groups for agents to execute the dispatched tasks for specific locations with the required parts and skills to work on the assigned task.

Before you begin

Role required: wm_admin

Procedure

1. Navigate to All > Field Service > Group Management > Work Groups.

2. Click New.

3. On the form, enter the name for the user group.

4. Right-click and save.

5. Use the following tabs to add additional information to the agent user group.

1. Click Update.

Setting up user groups for qualifiers

Create a qualifier user group to review and qualify work orders to ensure that the work order tasks are created.

Before you begin

Role required: wm_admin

Procedure

1. Navigate to All > Field Service > Group Management > Qualifier Groups.

2. Click New.

3. On the form, fill in the fields.

4. Right-click and save.

5. Use the following tabs to add additional information to the agent user group.

1. Click Update.

Setting up user groups for dispatchers

Set up dispatcher user groups to dispatch tasks to agent user groups in order to meet the needs of specific areas.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Field Service > Group Management > Dispatch Groups.

2. Click New.

3. On the form, fill in the fields.

4. Right-click and save.

5. Use the following tabs to add additional information to the agent user group.

   For more information about Field Service Roles, see Roles installed with Field Service Management.

1. Click Update.

Additional user groups

You can set up other types of user groups.

In addition to setting up Field Service specific user groups, you can set up user groups for managers and initiators. For example, you can set up an initiator user group to create a new work order or you can create a work order from other record types, such as problem, incident, change, or project task. For more information on setting up other types of user groups, see Create a group.