| Admin |
A Salesforce admin integrates Field Service features and sets up user permissions as
needed. |
| Call Center Rep |
Call center reps handle inbound cases, create work orders, and book appointments
using global actions. |
| Contractor |
Contractors are mobile workers, dispatchers, or office staff who are temporary or
seasonal. Our Contractor and Contractor Plus licenses can be purchased as per-user-per-month
or login-based licenses. The per-user-per-month option provides universal access to more
regular contractors, while our login-based licenses are a cost-effective and flexible option
for employers with large numbers of contractors. |
| Dispatcher |
Dispatchers build and manage appointments, assign mobile workers, and optimize
the schedule based on worker skills, routing, and job priority.
If your business
combines the dispatcher and call center rep roles, use the Field Service -
Dispatcher permission set.
|
| Mobile workers (technicians) |
Mobile workers receive work orders and service appointments from dispatchers or
call center reps and conduct customer site visits. They also update job progress from
mobile devices with the Salesforce mobile app or the Field Service mobile app. |
| Self-service |
Self-service users are your customers. You can grant access so that self-service users
can schedule and manage their own service appointments via Experience Builder sites. |
| Custom personas |
Sometimes users don’t fit neatly into the predefined categories. For example, your
company works with contractors that do the same work as employee mobile workers. In that
case, we recommend mapping users to the persona that most closely matches their job function.
Clone the managed package’s permission sets, then add your custom permissions to assign
access. |