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Pega Field Service User Guide

Updated on October 6, 2020

Pega Field Service re-envisions field service operations from a customer to a field worker. This single application unifies an industry-leading customer service dashboard with innovative scheduling capabilities, a powerful yet intuitive dispatcher console, and a rich mobile offering – all atop the Pega Platform that’s designed for the ease of customization.

The Pega Field Service application provides a way to follow a customer issue from interaction to resolution. When a customer calls, a customer service representative (CSR) creates a service request for the reported issue. If a field worker visit is required, the CSR creates a job and schedules the visit. A dispatcher manages the ongoing schedule activity and a field worker manages their assignment from their mobile device.

The Pega Field Service application has four portals.

Pega Field Service portals

Portal nameUserUse this portal to
Admin portalBusiness administrator
  • Set up the application.
  • Model your service business including service regions, company calendar, service, field workers, dispatchers, and issue definitions, which are used in the day-to-day operation of the field service organization.
Interaction portalCustomer service representative (CSR)
  • Answer customer calls.
  • Create a service request.
  • Create a job to address a customer reported issue, if required.
Dispatcher portalDispatcher
  • Manage ongoing schedules including creating, rescheduling, reassigning, or canceling work orders.
  • Confirm longer time period schedules, for example, by day or by week.
Pega Field Service mobile appField worker
  • View the assigned work orders.
  • Debrief their work in the field.
  • Submit requests for rescheduling and reassigning work orders.

This section describes the following topics:

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