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 When the field agent is no longer active in any of the assigned service territories, the field technician will automatically be considered inactive.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.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION










                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • User Management

                                                                                                        Zoho FSM offers a multi-user environment by supporting different profiles. A Profile defines the set of permissions and accessibility within the application. There are five built-in profiles in the Zoho FSM application: Administrator, Dispatcher, ...
                                                                                                      • Live Tracking of Agent Location

                                                                                                        In Zoho FSM you can track the GPS location of the field agents. Knowing the location of the field agents will help in assigning the appointments to the agent closest to the service location. The location of the field agents will be visible in the ...
                                                                                                      • Crew Management

                                                                                                        A crew consists of several field agents who are grouped together to conduct a specific task. Each crew is assigned a lead. Permission Required: Crew Find out the Edition-specific limits for Crew. Create Crews To create a crew: Select Crew from the ...
                                                                                                      • Configure Field Service Process

                                                                                                        Status Bar You can configure the name, and description associated with the status of a work order, service appointment, estimates, or a request. The settings configured here will reflect in the service appointment bars, and the Dispatch Console Left ...
                                                                                                      • Field Updates

                                                                                                        Field Updates used with Workflow Rules will enable you to automatically update the value of a field based on some criteria. For example, use a workflow rule to identify regular customers and reward them appropriately. - Permission Required: Manage ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources