Choose a service provider dispatch path

Overview

Service provider dispatch has at least two responsibility levels: the enterprise selects a provider, and the provider selects an engineer. Add an internal or external service group only when the enterprise needs to organize multiple providers or a provider needs to group its engineers.

Before you begin

• Service Provider Field Service and Service Provider Portal have been enabled.
• Service provider accounts exist, and the required enterprise dispatchers, service group dispatchers, provider dispatchers, and provider engineers are available.
• It has been determined whether internal resources and external resources need to be scheduled uniformly.

Procedure

1. When the number of service providers is small and the enterprise directly selects the service provider, use Assign service provider > Assign service provider engineer (service provider).
2. When an enterprise wants to organize multiple service providers by region first, use Assign service group > Assign within service group > Assign service provider engineer, and the service group member type is service provider enterprise.
3. When engineers need to be grouped within the same service provider, the external service provider engineer group will be used, and the service provider's service group will assign individual members within the group.
4. When engineers and service providers within the enterprise need to be scheduled in a unified manner, a hybrid service group is used; after selecting a service provider, you still need to enter the service provider's engineer assignment node.

Path	Enterprise-side automatic capability	In-group capability	Service provider engineer level
Direct service provider	Assign the service provider node to execute automatic rules	Without going through the enterprise service group	Manual assignment of the service provider portal node
Internal service provider group	The enterprise can select the group automatically	Manual, claim, round-robin, balanced, or fastest-response; rule-based intra-group assignment is unsupported	The documented path selects the provider manually; do not infer the direct path's provider auto dispatch capabilities
Mixed service group	Can automatically select a group	Manual, work-order claiming; automatic within the group is not supported	Select the service provider and continue to the service provider portal node
External service provider engineer group	Select the external group through the process	Manual, round-robin, balanced, or fastest-response; claiming and rule-based assignment are unsupported	The provider dispatcher or the group's configured mode selects an engineer

Verify the result

1. The selected path identifies each level of nodes, processing roles and final engineers.
2. The auto dispatch capability of one path is not applied to another path.
3. The service provider portal always uses the service provider role and corresponding node.

Notes

• The service group dispatcher within the enterprise and the service provider dispatcher have different roles.
• Selecting a service provider only completes the outsourcing allocation, which does not mean that the service provider engineer has been selected.
• The service provider's ability to automatically dispatch orders must be verified according to specific paths.

Related topics

• Assign service providers and their engineers directly
• Assign service provider through internal service group
• Dispatch orders through external service group