Track the current location of field service agents

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • View the current location of agents to track their estimated time of arrival.

    About this task

    Customers may see multiple geolocation records for a Field Service agent, showing different coordinates but the same timestamp. This is caused when the customer’s mobile device caches location requests and sends multiple at once. This happens when battery save mode is active on the customer’s device.

    Before you begin

    Role required: sn_customerservice.customer and sn_customerservice.consumer

    About this task

    Procedure

    1. Log in to the Customer or Consumer Service Portal.
    2. Click Support > Work Orders in the portal header to view a list of work orders related to your account.
    3. Click a work order number to view its related work order tasks.
    4. To track the current location of an agent in the work order task record, click the work order task number.
      The map refreshes automatically to display the latest location of an agent.