In Zoho FSM, a user is anyone in your organization who needs access to the application—such as a field agent, dispatcher, or administrator. A profile defines the permissions and access level assigned to a user. It determines what they can view and do within the application.

Zoho FSM provides five built-in profiles by default - Administrator, Dispatcher, Call Center Agent, Field Agent, and Limited Field Agent. Each of these profiles can serve a specific role within your organization and comes with its own set of permissions. If these built-in profiles don’t meet your organization’s needs, you can also create custom profiles with specific permissions to match your business needs.