Published at: 2025-10-31
Engineer/Service Group Information
Notes:
- All service resources (including engineers, service teams, Service Providers, and Service Provider engineers) have been objectified and stored in the Service Information object (EngineerInfoObj).
- Object data permissions follow standard object rules. To enable data sharing or isolation, configure data sharing rules accordingly.
1. Engineer Information
- Personnel with engineer Roles are stored as objectified data, including engineers/service team engineers (if an employee was previously assigned an engineer role but later had it removed, their data remains in the object with the “Engineer Role” field marked as unassigned).
- Direct creation of object data is prohibited. Data is automatically added when an engineer role is assigned. This object solely stores engineer information (e.g., current location, skills) to assist dispatchers in making efficient Work Order assignments.
- Record Type for engineers:
Engineer (default__c)
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Preset Field Descriptions:
| Field | API Name | Description |
|---|---|---|
| Name | display_name |
Calculated field |
| Information Name | name |
Defaults to employee nickname |
| Current Location | location |
Automatically updated via Fieldwork check-ins or Work Order check-ins (Note: ShareCRM does not provide real-time user tracking to protect privacy). |
| Online Status | online_status |
Manually maintained by engineers under “Me” > Work Status > Online Status. Custom statuses (e.g., “Busy,” “Traveling”) can be added via picklist values and functions. |
| Pending Work Orders | todo_quantity |
Read-only. System-calculated count of the engineer’s current “To-Do Tasks.” |
| Today’s Assigned Work Orders | assigned_work_order_num |
Read-only. System-calculated. |
| Rating | score |
Customizable rating (maintained by the organization). |
| Serviceable Account Level | account_level |
The Account levels the engineer can service (maps to the Account Level field on Work Order-linked Accounts). |
| Serviceable Product Category | product_category |
The Product categories the engineer can service (maps to the Product Category field on Work Order-linked Products). |
| Primary Department | main_department |
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| Engineer Role Status | allocate_engineer_role_status |
System-preset field indicating role assignment status for dispatching. |
- Service Skills (Sub-object) (EmployeeSkillObj): The engineer’s service skills.
- Engineer Service Zones (Sub-object) (EngineerAreaObj): The geographic areas the engineer services. Requires enabling and maintaining service zones.
1.1 Engineer Information Maintenance
- Access: Service Information > Engineer Information (Service Connector web “Engineer Information” menu setup)
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- Online Status: Manually maintained by engineers.
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- Location Updates: Automatically updated via Fieldwork check-ins, on-site standard task check-ins, or Work Order check-ins (Note: ShareCRM does not provide real-time user tracking).
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2. Service Team Information
- Service team information has been objectified.
- Direct creation of object data is prohibited. Data is automatically added when a service team is created under Service Connector > System Settings > Service Teams (Service Team and Dispatching Settings). This object stores basic team information to assist dispatchers.
- Record Type for service teams:
Service Team (record_serviceGroup__c)
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- System-Preset Scenario: All Service Teams (
scene_serviceGroup__c)
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- Currently, only basic team information (e.g., name, type) is stored. Service team skills and service zones are not yet implemented.
Preset Field Descriptions:
| Field | API Name | Description |
|---|---|---|
| Information Name | name |
Defaults to the service team name. |
| Service Team ID | service_group_id |
System-assigned. |
| Team Ownership Type | group_own_type |
Defaults to the service team type. |
| Team Member Type | service_group_type |
Defaults to the service team member type. |
| Rating | score |
Customizable rating (maintained by the organization). |
| Serviceable Account Level | account_level |
The Account levels the team can service. |
| Serviceable Product Category | product_category |
The Product categories the team can service. |
- Preset New/Edit Page Layout: Service Team (
edit_layout_serviceGroup__c)
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- Preset Detail Page Layout: Service Team (
layout_serviceGroup__c)
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2.1 Engineer Information Maintenance
- Access: Service Information > Service Team Information (Service Connector web “Service Team Information” menu setup)
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