There are four primary components of a field service workforce. These include:
Administrators, who are responsible for setting up a FSM services at the host organization.
Agents, to handle customer calls and create the necessary work orders.
Dispatchers, who schedule appointments, assign workers to each job, ensure that vehicles are carrying the right parts, and monitor the progress of each job.
Field workers, who travel to each job, perform the assigned services and close out the work orders.