What is Field Service Management?

Broken cars, blocked sinks, disconnected modems and internet - some customer problems need to be solved in person. While helpdesk agents can guide customers through a remote troubleshooting process, some issues need a field technician to visit the customer at a specific location and solve the problem on site. In order to provide the best and most efficient field service experience possible, the support team should have the capabilities to identify the best field technician available, share information with them necessary for solving the problem and dispatch them to incident sites. This is known as Field Service Management