Field Technician Management

Field Technician Management

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

Edit Field Technicians 

To edit a field technician:
  1. Navigate to Setup > Workforce Users and select the Field Technician tab.
  2. Select the name of the field technician and click Edit to modify the profile details.
  3. Click + New Line for Territories to add the territories for the field technician.
    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 technician will be active in that territory.

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

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

    - The field technician 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 technician. 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 technician.
Details of any crew the field technician 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 technician will continue to be active in that territory until one is set.
  3. When the field technician is no longer active in any of the assigned service territories, the field technician will automatically be considered inactive. Only active field technicians can be assigned to service appointments.
  4. When you move the field technicians 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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