Agent/Dispatcher Tasks

The topics in this section relate specifically to those in your organization who have an Agent or Dispatcher role.

Agents

Users with an Agent role have a primary duty of interacting with their clients. In a typical organization, the agent is contacted by one of their clients, requesting work from the company.

The agent uses Mobileforce to create one or more service tasks, sometimes organized into work orders, to ensure that appointments are scheduled.

Dispatchers

Users with a Dispatch role have a primary duty of scheduling work for their assigned technicians. In a typical organization, the dispatchers manage the service requests created by the agents, and potentially interact with clients to adjust appointments and manage all FSM accounts and contacts as needed.

The dispatcher uses Mobileforce to create appointments based off of the service tasks. They then schedule the appointments and dispatch the technicians to complete the work. They would manage the installed equipment and fleet information as well.

Additionally, based on your organization, the dispatchers may update inventory entries, and maintain maintenance and warranty contracts.

Primary Agent/Dispatcher Topics

The following is a list of links to primary topics, located elsewhere in this knowledge base, related to the main that Agents and Dispatchers will perform:

Creating and Editing Work Orders:
Optionally create Work Orders to group sets of current and future related Service Tasks to better organize and manage your tasks.

Creating and Editing Service Tasks: Create Service Tasks, directly from Mobileforce FSM or from existing CRM cases or tickets, that describe the work to be completed for a customer.

Creating and Editing Appointments: Appointments assign technicians to a specific service task and schedules the date when the task is to begin.

Navigating the Schedule & Dispatch Page: The Schedule & Dispatch page organizes all dispatcher information, such as service tasks, scheduled appointments, and routed appointments, on a single page with both a calendar and map display.

Scheduling Service Tasks: Assign qualified technicians to specific service tasks, scheduling the date and time of the related appointment.

Routing Service Tasks: Review the methods provided to either fill the appointment gaps in a technician's schedule or optimize a technician's appointment schedule based on geographic data.

Dispatching Technicians: Review the technicians currently scheduled to work and the scheduled technicians' appointments.