Users and Service Agents:
Users and Service Agents accounts allow access to Serviceminder and its roles.
Users
Users are necessary for anyone who requires access to an SM account. They should be unique and not shared. A unique name, email, and phone are necessary. There is no reason not to use the individual's email and cell, as they are only used for resetting passwords. The use of aliases from Mosquito Squad is no longer supported.
The role should be selected carefully. Generally, internal admins will be Users, and Technicians will be Service Agents. Here is an article on passwords.
A recommended workflow is to Allow technicians to reschedule appointments (remove them from their route) but not Transfer appointments (see the last two boxes in the screenshot).
A User with a role in the field will also need a Service Agent (but Service agents do not always need a User).
You should also navigate to the "Permissions" tab and choose the permissions that you wish this User to have:
Finally, Notifications should be addressed. These settings determine what and how notifications are sent to users.
Service Agents
Service Agents do work in Service Minder. An example of a service agent is a technician, who will need a user attached to log in to the system. Another example is a vehicle or machinery that will not require a User.
Service Agents will use the same phone and email as their User.
Many fields in a Service Agent are optional and set to fulfill state requirements.
You must set the User as Active. If you include Start and Finish dates, they need to include the dates you wish to schedule the Service Agent. The same goes for the days and times. It is recommended that you use the same start time to assist with routing, but once you gain experience, you may vary them to suit your needs.
For availability, set an agent's days and times as follows:
Day of the Week: add a day for each agent's work date.
Start time: Add the time you want agents to leave your warehouse daily. It is best to keep every agent the same for routing without a good reason, e.g., a late start for school.
End time: Add the time you normally expect the agent to return 95% of the time. For ease of routing, suggest consistency across the service agents.
Leave the address blank if the Service Agent starts and ends from your warehouse. You may enter a different address, which will be used for routing. This is an advanced topic.