Published at: 2026-09-17
ShareService overview
Overview
ShareService is an application for enterprise after-sales and field service. It uses service requests and work orders as the main business records. These records connect end users, internal service teams, and external service providers. They track each request from intake through field work, reporting, evaluation, or follow-up.
ShareService supports repair, installation, and maintenance scenarios that require resource dispatch and field result tracking. You can select intake channels, process stages, roles, and service outcomes for each record type. Menus and process steps can therefore differ between organizations.
Key capabilities
| Capability | Business need | Primary users |
|---|---|---|
| Multichannel intake | Collect service needs from the customer service portal, employees, or other integrated channels | End users, customer service agents, employees |
| Work order process | Track the customer, equipment, issue, owner, and progress | Intake agents, administrators |
| Service dispatch | Assign work orders to service groups, internal engineers, or external service providers | Dispatchers, service group dispatchers |
| Field service | Record field work through standard operations, inspection groups, and optional check-ins | Engineers, service provider engineers |
| Service outcomes | Generate service reports and request customer signatures or evaluations | Engineers, end users, follow-up agents |
| Data and extensions | Extend service management with equipment, spare parts, SLAs, service plans, expenses, and dashboards | Administrators, business owners |
Business value
ShareService places customer needs and internal or external collaboration in one traceable process. You can define owners and completion criteria for your business. Service staff handle tasks in their workbenches, while customers track progress through portals or notifications. Work orders and related records retain the complete service history.
This shared record reduces coordination costs, clarifies ownership, and standardizes field work. It also provides data for reports, evaluations, follow-ups, and analysis. Available capabilities depend on your purchases, enabled settings, and role permissions.
Roles and entry points
| Role | Primary tasks | Quick start |
|---|---|---|
| Administrator | Enable the product and configure permissions, work orders, processes, resources, and portals | Administrator quick start |
| Dispatcher | Assign enterprise-level work orders to a service group, engineer, or service provider | Dispatcher quick start |
| Engineer | Accept tasks and complete field operations, reports, or evaluation actions | Engineer quick start |
| Service provider and engineer | Manage external work orders and perform field service in the provider workbench | Service provider quick start |
| End user | Submit requests or work orders, track progress, and sign or evaluate service | End-user quick start |
Recommended reading path
- Start with Field service processes and roles and Core terms.
- To review dependencies and limits, see Purchase and activate ShareService and Latest updates.
- For setup or daily work, use the Quick start, User guide, or Implementation process.