Profiles and Permissions

Profiles and Permissions

Profile defines the set of permissions and accessibility within the application. In FSM, there are two types of profiles:
  1. Standard Profiles
  2. Custom Profiles

Standard Profiles

There are five standard or built-in profiles in the Zoho FSM application: AdministratorDispatcherCall Center AgentField 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:
  1. This profile has all-encompassing access to the solution. They have complete access to all the modules in FSM and also to its Setup.
  2. The following permissions are only available to the Administrator profile:
    1. They can add Users to FSM, allocate them profiles, and manage them.
    2. 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.
    3. 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.
    4. 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.
    5. They can analyse data in FSM to find possible trends, patterns, etc through the Reports.
    6. They can perform Bulk Actions like bulk delete.
    7. 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:
  1. 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.
  2. 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.
  3. They also have complete access to all the records pertaining to a field agent, i.e, User LocationTripsTime SheetsTime Off
  4. They can be assigned to service appointments since they have the Use as Field Agent permission.
  5. 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:
  1. This profile has even restricted permissions than the dispatcher.
  2. They have the required module permissions to create records necessary for a customer request.
  3. They do not have access to the Dispatch Console.
  4. They have the Zoho FSM API access permission which enables them to use FSM's REST APIs for creating third party integrations.
  5. 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:
  1. 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.
  2. Apart from the modules pertaining to Customer Management and Work Order Management, the other permissions are mostly restricted to the View access.
  3. They can be assigned to service appointments since they have the Use as Field Agent permission.
  4. In the mobile app, they also have the permission to view the Pricing details in service appointments and service report.
  5. 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:
  1. This profile can be considered as "Field Agent Lite".
  2. They have the bare minimum of permissions, especially related to Service Appointments
  3. 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
  1. 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.
  2. 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:
  1. Navigate to Setup > Workforce > Profiles and click New Profile.
  2. In the Clone a Profile popup, perform the following actions, and click Create:
    1. Select the Profile to clone.
    2. Enter a Profile Name.
    3. 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:
  1. Navigate to Setup > Workforce > Profiles and click the profile you want to edit.
  2. 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.
  1. 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



  2. If you disable Create from Estimates permission, then Convert to Estimate will be disabled from Requests permission.



  3. 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



  4. If you disable Create or Edit for Service Appointments permission, then Dispatch Console permission will be disabled.



  5. If you disable the Show Pricing permission, the following will be disabled:
    Create in the RequestsEstimatesServices And PartsInvoices permissions
    View in the Reports permissions
    - Send Estimate in Estimates permission
    - Download in RequestsEstimatesWork OrdersService Appointments permissions
    - Print in RequestsEstimates, Work OrdersService Appointments permissions
    - Export permission



  6. If you disable the User Management permission, then Create, Edit in the Crew permission will be disabled.



  7. If you disable Edit Line Items for the Work Orders permission, then Edit in the Service Appointments permission will be disabled.



  8. 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.



  9. 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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