Profiles and Permissions

A Profile defines the set of permissions and accessibility within the application. In FSM, there are two types of profiles:

Standard Profiles

There are five standard or built-in profiles in the Zoho FSM application: Administrator, Dispatcher, Call Center Agent, Field Agent and Limited Field Agent. You can view these profiles at Setup > Workforce > Profiles. You cannot modify the permissions of a standard profile.

The Administrator sets up Zoho FSM for their organization. They manage the users and allocate them their permissions. They can integrate FSM with other third-party services using Zoho FSM's API layer. They can also keep track of all the changes in the system using the Audit Logs. Given below is the summary of the administrator permissions:

This profile has all-encompassing access to the solution. They have complete access to all the modules in FSM and also to its Setup.
The following permissions are only available to the Administrator profile:

They can add Users to FSM, allocate them profiles, and manage them.
They can manage the settings required for the Billing (Invoice/Books) Integration. Both the manual and automatic sync between FSM and Invoice/Books can be enabled or initiated by this profile. Taxes can be added and managed.
Workflow Rules can be created to automate activities in FSM. They can extend the functionality of the application by using Functions and Field Updates in conjunction with the workflow rules.
They can easily migrate data from any existing system to FSM through Data Import. Through data Import, they can quickly add data to the primary modules of FSM. Data can also be exported from FSM.
They can analyse data in FSM to find possible trends, patterns, etc through the Reports.
They can perform Bulk Actions like bulk delete.
They have General Permissions that govern the ability to modify the organizational settings.

The Dispatcher manages the appointments primarily using the dispatch console. The dispatch console gives them a complete view of the work that has already been assigned and the work that needs to be assigned. It gives them a quick snapshot of what each agent is currently working on and all their future appointments. It helps them assign the right agent to the new work orders. Given below is the summary of the dispatcher permissions:

Next to Administrator, Dispatcher is the profile with the complete module permissions, especially for the transaction modules, i.e. Requests, Estimates, Work Orders, Service Appointments.
This is the only profile other than the Administrator that has access to the Dispatch Console. The Gantt view contains real time data for the tracking and managing of service appointments, and work orders. The Map view displays the location of the field ans and the service addresses of the appointments.
They also have complete access to all the records pertaining to a field agent, i.e, User Location, Trips, Time Sheets, Time Off
They can be assigned to service appointments since they have the Use as Field Agent permission.
They have the Zoho FSM API access permission which enables them to use FSM's REST APIs for creating third party integrations.

The Call Center Agent is at the frontline and creates the service requests raised by the customers as Requests or Work Orders in Zoho FSM. They have permission to view all the customer details and the work order details and status. Given below is the summary of the call center agent permissions:

This profile has even restricted permissions than the dispatcher.
They have the required module permissions to create records necessary for a customer request.
They do not have access to the Dispatch Console.
They have the Zoho FSM API access permission which enables them to use FSM's REST APIs for creating third party integrations.
In the mobile app, they also have the permission to view the Pricing details in service appointments and service report.

The Field Agent as well as the Dispatcher gets assigned work and they keep track of all their appointments using the FSM Mobile app. They have permission to view the customer details, work order details, view pricing details, complete the work, generate service report, raise invoice and also get payments done. They can also create work orders and appointments and assign them to themselves. Given below is the summary of the field agent permissions:

They have access to the Service Appointments module and limited access to its related entities such as Service And Parts, Time Sheets, Service Report, Trips, and Notes.
Apart from the modules pertaining to Customer Management and Work Order Management, the other permissions are mostly restricted to the View access.
They can be assigned to service appointments since they have the Use as Field Agent permission.
In the mobile app, they also have the permission to view the Pricing details in service appointments and service report.
They have the Zoho FSM API access permission which enables them to use FSM's REST APIs for creating third party integrations.

The Limited Field Agent has fewer permissions than the standard Field Agent. They do not have permission to view work order details and pricing details. They can still keep track of all the appointments assigned to them using the mobile app, and, once completed, can mark work as completed. Given below is the summary of the limited field agent permissions:

This profile can be considered as "Field Agent Lite".
They have the bare minimum of permissions, especially related to Service Appointments
They will have access to the FSM mobile app but they cannot view the pricing details.

Permissions

The different types of permissions that a profile can have are as follows:

Record Access

If All Records permission is granted for a category of records, then they can access all the records of the category. For example, if the Administrator is given All Records access to the Assets module, then they can access any asset record irrespective of whether they are the owner of the record or not.
If Own records permission is granted for a category of records, then they can only access those records of the category of which they are the owner.

Record Operations

This permission will determine which of the basic operations on a record, namely Create, View, Edit, and Delete, can a user with the profile perform.

Record Actions

This permission will determine the actions the user with the profile can perform on a record such as Complete Work, Convert to Estimate, etc. These actions, where applicable, will be available in the records to which they have access.

Feature Access

You can enable or disable the features for a profile. Only if the feature is enabled for the profile, will they have access to it.

Basic Permissions

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Contacts	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Companies	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Requests	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✗
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗
	Convert to Work Order		✔	✔	✗	✗	✗
	Convert to Estimate		✔	✔	✔	✗	✗
	Cancel		✔	✔	✔	✗	✗
	Terminate		✔	✔	✔	✗	✗
	Download		✔	✔	✔	✔	✗
	Print		✔	✔	✔	✔	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Estimates	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✗
		Create	✔	✔	✔	✔	✗
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗
	Send Estimate		✔	✔	✔	✗	✗
	Approve		✔	✔	✔	✗	✗
	Reject		✔	✔	✔	✗	✗
	Convert to Work Order		✔	✔	✔	✗	✗
	Cancel		✔	✔	✗	✗	✗
	Mark as Expired		✔	✔	✗	✗	✗
	Mark as Sent		✔	✔	✔	✗	✗
	Mark as Approved		✔	✔	✔	✗	✗
	Download		✔	✔	✔	✔	✗
	Print		✔	✔	✔	✔	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Work Orders	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✗
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗
	Edit Line Items		✔	✔	✔	✔	✗
	Complete		✔	✔	✗	✗	✗
	Close		✔	✔	✗	✗	✗
	Cancel		✔	✔	✔	✗	✗
	Terminate		✔	✔	✔	✗	✗
	Download		✔	✔	✔	✔	✗
	Print		✔	✔	✔	✔	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Service Appointments	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✗
		Edit	✔	✔	✔	✔	✗
		Delete	✔	✔	✗	✗	✗
	Dispatch		✔	✔	✗	✔	✗
	Complete Work		✔	✔	✗	✔	✔
	Start Work		✔	✔	✗	✔	✔
	Cancel		✔	✔	✗	✔	✔
	Terminate		✔	✔	✗	✔	✔
	Download		✔	✔	✔	✔	✗
	Print		✔	✔	✔	✔	✗
	Reschedule		✔	✔	✔	✔	✔

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Trips	All Records	View	✔	✔	✗	✗	✗
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✔
		Delete	✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Time Sheets	All Records	View	✔	✔	✗	✗	✗
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✗	✔	✔
		Edit	✔	✔	✗	✔	✔
		Delete	✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Services And Parts	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Assets	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✔	✗	✗
		Delete	✔	✔	✔	✗	✗
	Change Owner		✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Crew	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✗	✗	✗	✗
		Edit	✔	✗	✗	✗	✗
		Delete	N/A	N/A	N/A	N/A	N/A
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✗	✗	✗	✗
		Edit	✔	✗	✗	✗	✗
		Delete	N/A	N/A	N/A	N/A	N/A

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Notes	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✗	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✔
		Delete	✔	✔	✔	✔	✔

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Attendance	All Records	View	✔	✔	✗	✗	✗
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✔
		Delete	✔	✔	✔	✔	✔
	CheckIn/CheckOut		✔	✔	✔	✔	✔

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Invoices	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	N/A	N/A	N/A	N/A	N/A
		Delete	N/A	N/A	N/A	N/A	N/A
	Own Records	View	✔	✔	✔	✔	✗
		Create	✔	✔	✔	✔	✗
		Edit	N/A	N/A	N/A	N/A	N/A
		Delete	N/A	N/A	N/A	N/A	N/A

Feature	Actions Allowed	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Reports	View	✔	✔	✗	✗	✗
	Create	✔	✔	✗	✗	✗
	Edit	✔	✔	✗	✗	✗
	Export	✔	✔	✗	✗	✗
	Send Email	✔	✔	✗	✗	✗

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Scheduled Maintenances	✔	✔	✗	✗	✗

General Permissions

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Organization Details	✔	✔	✔	✔	✔
Business Hours	✔	✔	✔	✔	✔
Holidays	✔	✔	✔	✔	✔
Currencies	✔	✔	✔	✔	✔

Field Service Operations

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
User Management	✔	✗	✗	✗	✗
Allow user to access FSM via web	✔	✔	✔	✔	✗
Use as Field Agent	✔	✔	✗	✔	✔
Show Pricing	✔	✔	✔	✔	✗

Work Force Management

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Service Report Customization	✔	✗	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Time Off	All Records	View	✔	✔	✗	✗	✗
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Territories	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	N/A	N/A	N/A	N/A	N/A
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	N/A	N/A	N/A	N/A	N/A

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Skills	All Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
User Location	All Records	View	✔	✔	✗	✗	✗
		Create	✔	✔	✗	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✔	✔	✔
		Delete	✔	✔	✔	✔	✔

Admin Permissions

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Module Mapping	✔	✗	✗	✗	✗
Status Settings	✔	✗	✗	✗	✗
Other Settings	✔	✗	✗	✗	✗
Email Template	✔	✗	✗	✗	✗
Sender Email	✔	✗	✗	✗	✗
Manage Custom Views	✔	✔	✗	✗	✗
Work Types	✔	✔	✗	✗	✗
Dispatch Console	✔	✔	✗	✗	✗

Feature	Actions Allowed	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Billing Integration	Taxes	✔	✗	✗	✗	✗
	Two way sync	✔	✗	✗	✗	✗
	Two way sync logs	✔	✗	✗	✗	✗
	Fields Mapping	✔	✗	✗	✗	✗

Feature	Actions Allowed		Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Service Reports	All Records	View	✔	✔	✔	✗	✗
		Create	✔	✔	✔	✗	✗
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Own Records	View	✔	✔	✔	✔	✔
		Create	✔	✔	✔	✔	✔
		Edit	✔	✔	✗	✗	✗
		Delete	✔	✔	✗	✗	✗
	Send		✔	✔	✔	✔	✔
	Mark As Sent		✔	✔	✔	✔	✔

Manage Automations

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Manage Automation	✔	✗	✗	✗	✗

Bulk Actions

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Mass Delete	✔	✗	✗	✗	✗

Data Administration

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Import Data	✔	✗	✗	✗	✗
Export Data	✔	✗	✗	✗	✗

Developer Permissions

Feature	Admin	Dispatcher	Call Center Agent	Field Agent	Limited Field Agent
Zoho FSM API access	✔	✔	✔	✔	✗
Function as REST API	✔	✔	✔	✔	✗
Notification API	✔	✔	✔	✗	✗
Webforms	✔	✔	✗	✗	✗

Permissions Implications

Show Pricing

Use the Show Pricing profile permission to determine whether the user will be able to see the prices of Services and Parts in the web and mobile app. If you disable the Show Pricing profile permission, in the Create, Edit, and View screens of Work Orders and Service Appointments, the prices of Services and Parts will not be displayed.

Show Pricing enabled

Show Pricing disabled

Show Pricing enabled Show Pricing disabled

Custom Profiles

With custom profiles, you can create user-defined profiles of your choice. You will be able to create custom profiles by cloning existing profiles and changing its permissions as per your requirements. The standard profiles in FSM provide a diverse array of roles that you can assign to your users. However you might still need to create user profiles that are specific to your organization and business needs. E.g. in small businesses, people perform overlapping duties. The same person might want to perform the role of a Field Agent as well as a Dispatcher. In this case, you can clone the Field Agent profile and then enable the Dispatch Console permission.

- Permission Required: Administrator profile

- Find out the Edition-specific limits for Custom Profiles.

Create Custom Profiles

To create a custom profile:

Navigate to Setup > Workforce > Profiles and click New Profile.
In the Clone a Profile popup, perform the following actions, and click Create:

Select the Profile to clone.
Enter a Profile Name.
Enter a Description.

The clone option will also be available under more options [

] of a profile. This will be visible when you hover over a profile entry.

Note: Refer to the pricing page for details regarding the number of custom profiles you can create.

Edit Custom Profiles

To edit a custom profile:

Navigate to Setup > Workforce > Profiles and click the profile you want to edit.
Make the required changes and click Save.

Permission Restrictions

While editing a profile, you will come across certain permission restrictions. These permission-related restrictions have been listed below.

In the following permissions, View cannot be disabled:
- Contacts
- Companies
- Work Orders
- Service Appointments
- Service Reports
- Trips
- Time Sheets
- Services And Parts
- Crew
- Territories
- Skills
- Notes
If you disable Create from Estimates permission, then Convert to Estimate will be disabled from Requests permission.
If you disable Create for Work Orders permission, then the following will be disabled:
- Convert to Work Order in Requests, and Estimates permissions
- Dispatch Console
If you disable Create or Edit for Service Appointments permission, then Dispatch Console permission will be disabled.
If you disable the Show Pricing permission, the following will be disabled:
- Create in the Requests, Estimates, Services And Parts, Invoices permissions
- View in the Reports permissions
- Send Estimate in Estimates permission
- Download in Requests, Estimates, Work Orders, Service Appointments permissions
- Print in Requests, Estimates, Work Orders, Service Appointments permissions
- Export permission
If you disable the User Management permission, then Create, Edit in the Crew permission will be disabled.
If you disable Edit Line Items for the Work Orders permission, then Edit in the Service Appointments permission will be disabled.
If you disable Create for the Time Sheets permission, then Start Work in the Service Appointments permission will be disabled. Conversely, if you disable Start Work for the Service Appointments permission, the Create in the Time Sheets permission will be disabled.
If you disable Edit for the Time Sheets permission, then Complete Work in the Service Appointments permission will be disabled. Conversely, if you disable Complete Work for the Service Appointments permission, the Edit in the Time Sheets permission will be disabled.

Using Custom Profiles

The created custom profiles can be selected when you create a user.

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