A Field Agent is a user in Zoho FSM who performs on-site service work. They are assigned Service Appointments by dispatchers, receive notifications about their schedule through the FSM mobile app, and use the app to check in at customer locations, log parts used, capture customer signatures, take photos, and mark jobs complete. Field Agents are the operational workforce in a field service operation.
Each Field Agent profile in Zoho FSM stores their contact details, service territory, assigned skills and certifications, working hours, and absence schedule. The skills and territory data are used by the scheduling system to match the right agent to each job. Agents without the required skill for a Work Order Type will not appear as candidates in the dispatch system.
The Zoho FSM mobile app gives field agents their daily schedule, turn-by-turn navigation to the next appointment, access to the Work Order details and asset history, the ability to request parts, and tools to close out a job with a customer signature and photos. The app works offline when connectivity is unavailable, syncing data when the agent is back online.
Yes. When a Field Agent opens a Work Order in the FSM mobile app, they can access the customer’s asset service history, previous work orders, and any notes from prior visits. This context helps the technician arrive prepared, reduce diagnostic time, and provide a more informed service experience.
Zoho FSM uses GPS tracking through the mobile app. When the agent starts their day and accepts appointments, the app tracks their location (with the agent’s consent and within configured working hours) and shows their position on the dispatcher’s map. This enables real-time ETA updates to customers and helps dispatchers reassign emergency jobs to the nearest available agent.
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