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.
|Portal name||User||Use this portal to|
|Admin portal||Business administrator||
|Interaction portal||Customer service representative (CSR)||
|Pega Field Service mobile app||Field worker||
This section describes the following topics: