Setting up Field Service user groups

  • Release version: Australia
  • Updated March 12, 2026
  • 6 minutes to read

    • Field Service Management groups are sets of users or agents, who perform specific tasks. Configuring your field service groups efficiently enables you to align the right skills and resources to the right tasks.

    There are several types of user groups that serve different capabilities. The most common types include user groups for agents and dispatchers. These user groups are essential for organizing and managing the tasks and responsibilities of field service agents.

    Additionally, you can create optional group types based on your specific needs, including user groups for initiators, managers, territory planners, and more. For example, you can create user groups for qualifiers to implement an additional qualification step to review and approve work orders. By setting up these groups, you can assign the appropriate roles and users to each group. The roles assigned to the group are automatically inherited by the users within that group, so you don’t need to individually assign roles to each user.

    For more information about Field Service Roles, see Roles installed with Field Service Management.

    For information about assigning a role to a user group, see Assign a role to a group.

    Location also plays an important role in configuring field service user groups. It ensures that qualifiers, dispatchers, and agents only engage with tasks that align with their assigned locations and groups.

    There are a few good practices when creating groups:

    • Create one group for administrators and assign the admin role to this group only.
    • Create as many groups as needed in your organization. For example, create a staff group for each geographic location, function, skills, and product models, such as building maintenance or building security. Assign the necessary users to those groups, and then assign the staff role to those groups.

    Example user group setup.

    Table 1. User group setup
    User Locations User Groups User Group Roles Group Relationship
    Agent1 San Diego SD Agents wm_agent Receives work order tasks from SD Dispatchers
    Agent2 Los Angeles LA Agents wm_agent Receives work order tasks from LA Dispatchers
    Agent3 San Jose SJ Agents wm_agent Receives work order tasks from SJ Dispatchers
    Agent4 San Francisco SF Agents wm_agent Receives work order tasks from SF Dispatchers
    Dispatcher1 San Diego SD Dispatchers wm_dispatcher Assigns work order tasks to SD Agents
    Dispatcher2 Los Angeles LA Dispatchers wm_dispatcher Assigns work order tasks to LA Agents
    Dispatcher3 San Jose SJ Dispatchers wm_dispatcher Assigns work order tasks to SJ Agents
    Dispatcher4 San Francisco SF Dispatchers wm_dispatcher Assigns work order tasks to SF Agents
    Qualifier1

    San Jose

    San Francisco

    		 NorCal Qualifiers wm_qualifier Qualifies work order tasks for SJ and SF Dispatchers to assign to SJ and SF Agents
    Qualifier2

    San Diego

    Los Angeles

    		 SoCal Qualifiers wm_qualifier Qualifies work order tasks for SD and LA Dispatchers to assign to SD and LA Agents

    Setting up user groups for agents

    Set up user groups for agents to execute the dispatched tasks for specific locations with the required parts and skills to work on the assigned task.

    Before you begin

    Role required: wm_admin

    Procedure

    1. Navigate to All > Field Service > Group Management > Work Groups.
    2. Click New.
    3. On the form, enter the name for the user group.
    4. Right-click and save.
    5. Use the following tabs to add additional information to the agent user group.
      OptionDescription
      Roles

      Assign one or more roles from the list of available roles to the user group.

      For more information on roles and assigning them to user groups, see Roles installed with Field Service Management and Assign a role to a group.
      Group Members

      Assign one or more agents from the list of available agents to the user group.

      For more information on assigning group members, see Add a user to a group.
      Groups Create a child user group.
      Skills

      Assign one or more skills from the list of available skills to the user group.

      For more information on assigning skills, see Manage Field Service and Customer Service skills.
      Locations Covered

      Assign one or more locations from the list of locations to the user group.

      For more information on assigning locations to a group, see Assign a location to a group.
      Covered by Dispatch Groups

      If dispatch groups have been created, assign one, or more dispatch groups to the agent user group.
      Product Models

      Assign the equipment used by the group.
    6. Click Update.

    Setting up user groups for qualifiers

    Create a qualifier user group to review and qualify work orders to ensure that the work order tasks are created.

    Before you begin

    Role required: wm_admin

    Procedure

    1. Navigate to All > Field Service > Group Management > Qualifier Groups.
    2. Click New.
    3. On the form, fill in the fields.
    4. Right-click and save.
    5. Use the following tabs to add additional information to the agent user group.
      OptionDescription
      Roles

      Assign one or more roles from the list of available roles to the user group.

      For more information on roles and assigning them to user groups, see Roles installed with Field Service Management and Assign a role to a group.
      Group Members

      Assign one or more qualifiers from the list of available qualifiers to the user group.

      For more information on assigning group members, see Add a user to a group.
      Groups Create a child user group.
      Locations Covered

      Assign one or more locations from the list of locations to the qualifier user group.

      For more information on assigning locations to a group, see Assign a location to a group.
    6. Click Update.

    Setting up user groups for dispatchers

    Set up dispatcher user groups to dispatch tasks to agent user groups in order to meet the needs of specific areas.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Field Service > Group Management > Dispatch Groups.
    2. Click New.
    3. On the form, fill in the fields.
    4. Right-click and save.
    5. Use the following tabs to add additional information to the agent user group.
      For more information about Field Service Roles, see Roles installed with Field Service Management.
      OptionDescription
      Roles

      Assign one or more roles from the list of available roles to the user group.

      For more information on roles and assigning them to user groups, see Roles installed with Field Service Management and Assign a role to a group .
      Group Members

      Assign one or more dispatchers from the list of available dispatchers to the user group.

      For more information on assigning group members, see Add a user to a group.
      Groups Create a child user group.
      Locations Covered

      Assign one or more locations from the list of locations to the dispatcher user group.

      For more information on assigning locations to a group, see Assign a location to a group.
      Assignment Groups Covered|

      Assign one or more agent groups to the dispatch user group.
    6. Click Update.

    Additional user groups

    You can set up other types of user groups.

    In addition to setting up Field Service specific user groups, you can set up user groups for managers and initiators. For example, you can set up an initiator user group to create a new work order or you can create a work order from other record types, such as problem, incident, change, or project task. For more information on setting up other types of user groups, see Create a group.

    Table 2. Example of additional user groups
    User Locations User Group User Group Roles Manager-Initiator Group Relationship
    Manager 1 San Diego SD Managers wm_manager Manages SD Initiators
    Manager 2 Los Angeles LA Managers wm_manager Manages LA Initiators
    Initiator 1 San Diego SD Initiators wm_initiator Creates work orders for SD Qualifiers
    Initiator 2 Los Angeles LA Initiators wm_initiator Creates work orders for LA Qualifiers