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).
- Data permissions for this object follow standard object rules. To enable data sharing or isolation, configure data sharing rules accordingly.
1. Engineer Information
- Engineer Role personnel data has been objectified, including engineers/service team engineers (Note: Users previously assigned but later removed from the engineer role will retain records with the “Engineer Role” field marked as unassigned).
- Direct creation of object records is prohibited. Records are automatically generated upon engineer role assignment. This object solely stores engineer metadata (e.g., current location, skills) to facilitate intelligent Work Order dispatch.
- Default Record Type: 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 | Auto-updated via Fieldwork check-ins/Work Order checkpoints (Note: ShareCRM does NOT provide real-time user tracking for privacy compliance) |
| Online Status | online_status | Manually maintained by engineers under “Me” > Work Status (Custom statuses like “Busy” require custom picklist values) |
| Pending Work Orders | todo_quantity | System-calculated task count (read-only) |
| Today’s Assigned Work Orders | assigned_work_order_num | System-calculated (read-only) |
| Rating | score | Customizable performance metric |
| Serviceable Account Tier | account_level | Matches Work Order-linked Account tiers |
| Serviceable Product Category | product_category | Matches Work Order-linked Product categories |
| Primary Dept. | main_department | - |
| Engineer Role Status | allocate_engineer_role_status | System-managed field for role-based dispatch |
- Service Skills (Sub-object: EmployeeSkillObj): Engineer’s certified skills (Reference)
- Service Zones (Sub-object: EngineerAreaObj): Engineer’s assigned service regions (Requires enabled Service Zone Management)
1.1 Engineer Information Management
- Access: Service Information > Engineer Information (Web Portal Setup)
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Online Status: Manually updated by engineers
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Location Updates: Automatically captured via Fieldwork check-ins, onsite operations, and Work Order checkpoints (Note: No real-time tracking per ShareCRM privacy policy)
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2. Service Team Information
- Service team data has been objectified.
- Direct record creation is disabled. Teams added via Service Connector > System Settings > Service Teams (Configuration Guide) auto-generate records for dispatch support.
- Record Type: Service Team (record_serviceGroup__c)
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- Preset Scenario: All Service Teams (scene_serviceGroup__c)
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Key Notes:
- Currently stores basic attributes (name/type). Team skills and service zones are pending development.
- Preset Fields:
| Field | API Name | Description |
|---|---|---|
| Information Name | name | Defaults to team name |
| Team ID | service_group_id | System-generated |
| Ownership Type | group_own_type | Inherits from team type |
| Member Type | service_group_type | Inherits configuration |
| Rating | score | Customizable metric |
| Serviceable Account Tier | account_level | Matches Work Order-linked Account tiers |
| Serviceable Product Category | product_category | Matches Work Order-linked Product categories |
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Edit Layout: Service Team (edit_layout_serviceGroup__c)
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Detail Layout: Service Team (layout_serviceGroup__c)
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2.1 Service Team Management
- Access: Service Information > Service Team Info (Web Portal Setup)
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