Field Agent Management

Field Agent Management

The field agents conduct the requested field services at the contact location. Each field agent has territories associated with them that denote their areas of service.
  1. To add a field agent, create a user with the Field Agent profile.
  2. The default service territory added during a new Zoho FSM account creation will be assigned to all field agents until another territory is created.
  3. Only active field agents associated with a service territory can be assigned to the service appointments in that territory. Also, only the active field agents assigned to a territory will be listed in the Gantt view of the Dispatch Console.

Edit Field Agents 

To edit a field agent :
  1. Navigate to Setup > Workforce Users.
  2. Select the name of the field agent and click Edit to modify the profile details.
  3. Click + New Line for Territories to add the territories for the field agent.
    Select a territory, and set the Start Date and the End Date and click Save.
    The period between the 
    Start Date and the End Date is when the field agent will be active in that territory.

    Only after you assign a territory  to the field agent, will:

    - The field agent be listed in the Service Resource dropdown of the Create Appointment overlay, provided the service appointment is created for the same territory.

    - The field agent be listed under the territory in the Gantt view of Dispatch Console

  4. Click + New Line for Skills to add the skills for the field agent. Select a Skill and Rating. Click  to save. You can delete an entry by clicking the Edit [] icon and then the remove (X) icon.
    Ensure that you create Skills before you attempt to assign it to a field agent.
Details of any crew the  field agent is part of will also be listed here.

Points to remember
  1. Start Date is a mandatory field.
  2. If an End Date is not provided for a territory, then the field agent will continue to be active in that territory until one is set.
  3. When the field agent is no longer active in any of the assigned service territories, the field technician will automatically be considered inactive. Only active field agents can be assigned to service appointments.
  4. When you move the field agents or crew under a service territory you are deactivating to a different service territory, the current date will be assigned as the Start Date of the new territory.

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