Typically, working with the Field Service functionality involves several users, and a standard multi-step process. The main categories are as follows:
- Capturing a work order: We begin our work with the first scenario, which includes the creation of a new work order. This can be created either manually, basically starting from scratch, or automated based on real-time data supplied from IoT devices. Alternatively, a case in customer service can result in the creation of a work order. This process can be automated, resulting in less manual input. This is typically done by a customer service representative role user.
- Scheduling resources: Once a work order is created, we move on to the second scenario, which is scheduling. Now that we know what the issue is, and the expected resolution, we need to look for the best available resource to complete this work, at the earliest available date and time. This is done typically by a resource scheduler role user...
