Autoscheduling with Crowd



Overview

Sometimes, the internal workforce is not sufficient to cover the demand on the field service side. Think of certain times in a year where the demand is temporarily increasing, like flower deliveries on Valentine’s Day. At those times, external partners can be involved to cover the increased load of service jobs. Crowd Workforce concept can be used to reflect it in FSM, see more here.

Once Crowd company is set up external technicians can be considered by the Autoscheduler to automatically allocate jobs to.

IMPORTANT NOTE: By default, there is no different treatment of external workforce compared to in-house technicians. Thus, no Crowd-specific criteria like Service Radius or Blacklist, will be considered by default. Should those Crowd-specific criteria be considered or Crowd technicians be handled differently than your in-house workforce this special handling needs to be defined in a custom plugin.


Prerequisites for Automatically Scheduling Crowd Technicians

The following should be considered to use Autoscheduler in combination with the Crowd:

  • Crowd company needs to be set up as described here
  • Technicians to be allocated work need to be set to plannable
  • Technicians should have a default address and skills - if relevant for planning
  • Once a technician is set to plannable, autoscheduler considers all of their time as available for the field service activities. Thus, either FSM needs to be used by the Crowd partner to plan all of their jobs (both of the respective customer as well as other customers) or Crowd Owner needs to set blockers and reservations in the schedule of Crowd technicians to be dedicated to other partners’ jobs. Allocation of jobs always happens on the technician level - allocation just to a Crowd Company is not supported as of today.
  • To consider Crowd technicians, the corresponding parameters (Resources) should be passed to the Autoscheduler. This can be either configured in the business rule - if that’s how autoscheduler is called - or passed by the client.

    To view a specific parameter consult the API documentation