8 key field service jargons used by service businesses
Dispatcher
A dispatcher uses the Dispatcher console to monitor the execution of service appointments assigned to specific groups of resources by territories and handles exceptions using the Field Service tools. A dispatcher must have the Field Service Dispatcher permissions set and a Field Service Dispatcher license.
Scheduling and Optimization
Scheduling is the process by which service appointments are assigned to mobile workers or crews.
Service Appointment
A service appointment is an assignment of a job to field personnel—onsite or remote—to a customer.
Appointment Booking
Customers can book their own appointment, and set the arrival window from available time slots, using the appointment assistance feature.
Work Order
A work order includes work order items indicating different types of work that must be done for a particular job.
Service Territory
A service territory can be based on geographic regions, such as cities, counties, and neighborhoods, or according to product lines or type of customer. Each field personnel can be assigned a territory for performing work.
Agent
An agent handles inbound calls, creates work orders, and books appointments from the service console. An agent must have the Field Service Agent permissions set.
Asset
An asset is an item that a customer has purchased and installed of commercial value. It can have a warranty or a service contract.
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