Assign service providers through an internal service group

Overview

This workflow places multiple provider companies in an internal service group. The enterprise dispatcher selects the group, the enterprise service group dispatcher or configured mode selects a provider, and the provider dispatcher selects a provider engineer.

Before you begin

• Service group and service provider Field Service are enabled.
• An internal service group whose member type is service provider enterprise has been established.
• Enterprise dispatchers, enterprise service group dispatchers and service provider dispatchers have been prepared.

Procedure

1. Add the Assignment Service Group and Assignment within Service Group nodes to the enterprise process.

   

   

2. Configure the service group automatic rules or the enterprise dispatcher manual range for the assigned service group.

   

   

3. Set the provider group to manual, claim, round-robin, balanced, or fastest-response assignment. This group type does not support rule-based assignment.

4. After the work order is assigned within the service group, the enterprise service group will dispatch an order member or select a service provider within the group.

   

   

   

   

5. Add the service provider engineer assignment node to the service provider portal process.

   

6. The dispatcher of the selected service provider selects the engineer of this service provider.

   

The source clearly states that the service provider engineer node of this path does not currently support automatic dispatch of orders by the service provider, so do not infer that it supports automatic selection of engineers based on the direct service provider path.

Verify the result

1. Enterprise-level rules or dispatchers first select the service provider enterprise group.
2. Dispatch orders within the group and select specific service providers.
3. The service provider dispatcher receives the task and assigns the service provider engineer.
4. If the allocation within the group is not matched, enter the current enterprise service group to dispatch the order personnel to be done.

Notes

• The automatic rule assignment object that assigns the service group node must be a service group.
• Service provider enterprise groups do not support allocation by rules.
• The service provider engineer level in this path is manually assigned based on source records.

Related topics

• Create a service provider service group and configure internal dispatch
• Service group dispatcher operations on the web and app