Get to Know Field Service Personas
Learn about the different user personas in a typical field service implementation. Use standard and custom permission sets to tailor Field Service to your users’ needs.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To access field service objects: | Field Service Standard |
| To assign a permission set license: | Manage Users |
| To create a permission set: | Manage Profiles and Permission Sets |
Field service players usually fall into one or more of the following profiles.
| User persona | Description |
|---|---|
| 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. |
Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete sales-oriented tasks without additional licenses.
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