Table of Contents

Pega Field Service User Guide

Pega Field Service re-envisions field service operations from a customer to a field worker. This single application unifies an industry-leading customer service dashboard with innovative scheduling capabilities, a powerful yet intuitive dispatcher console, and a rich mobile offering – all atop the Pega Platform that’s designed for the ease of customization.

The Pega Field Service application provides a way to follow a customer issue from interaction to resolution. When a customer calls, a customer service representative (CSR) creates a service request for the reported issue. If a field worker visit is required, the CSR creates a job and schedules the visit. A dispatcher manages the ongoing schedule activity and a field worker manages their assignment from their mobile device.

The Pega Field Service application has four portals.

Pega Field Service portals

Portal name User Use this portal to
Admin portal Business administrator
  • Set up the application.
  • Model your service business including service regions, company calendar, service, field workers, dispatchers, and issue definitions, which are used in the day-to-day operation of the field service organization.
Interaction portal Customer service representative (CSR)
  • Answer customer calls.
  • Create a service request.
  • Create a job to address a customer reported issue, if required.
Dispatcher portal Dispatcher
  • Manage ongoing schedules including creating, rescheduling, reassigning, or canceling work orders.
  • Confirm longer time period schedules, for example, by day or by week.
Pega Field Service mobile app Field worker
  • View the assigned work orders.
  • Debrief their work in the field.
  • Submit requests for rescheduling and reassigning work orders.

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