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Creating a field worker

Suggest edit Updated on October 6, 2020

A field worker responds to customer service requests and travels to the customer's location to address an issue. A field worker record includes the field worker's skills and certifications. These skills and certifications determine what work order types the field worker can service.

Before you begin: Create a calendar template, skills, and certifications. For more information, see Creating a calendar template, Creating a new skill, and Creating a certification.

As a business administrator, to create a new field worker, perform the following steps.

  1. In the Pega Field Service Admin portal, click OrganizationField workersNew field worker.

  2. On the Details tab, in the Calendar field, select a calendar template that you created and link to the field worker.

    On an existing field worker, click the Calendar icon, to customize a calendar that defines the working hours, working shifts, and holidays.

  3. In the remaining fields, configure the basic details for the field worker.

  4. Optional:

    To track the work time and travel of the field worker, select the Location tracking check box.

    A field worker's location is tracked only when application-level tracking is also enabled. The location tracking on the field worker’s mobile device is not supported if application-level tracking is enabled, but if you do not select this Location tracking check box. The field worker's location is not tracked if the GPS is turned off on the field worker' s mobile device.

  5. Optional:

    To ensure that the work is assigned to a field worker with the right qualifications, assign skills and certifications to the field worker as follows:

    1. On the Skills & certifications tab, click Add Skill.

    2. Enter the skill name and select a skill level.

      For complex tasks, select a higher level of skill.

      For example: Installing a door or a window.
    3. Click Add certification.

    4. Enter a certification name and an expiration date.

      For example: If a field worker must be recertified in a particular certification every six months, you can enter the expiration date that is six months later than the start date of that certification.

    You can also assign skills and certifications to field workers after you create a field worker. For more information, see Assigning skills and certifications to field workers.

  6. On the Addresses tab, to add an address you can do either of the following:

    • Complete the address fields of the field worker's location.
    • In Geocode details, enter the latitude and longitude coordinates and the time zone of the address.
  7. In the Start Address and End Address sections, select the option that determines where the field worker starts and ends the day.

  8. Click Submit.

Assign a field worker to a service territory. For more information, see Adding coverage locations, dispatchers, and field workers to a service territory.
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