5Use Cases for Collaboration

Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:

• Planned Coordination - Daily Stand-ups and Shift Handoffs

  A supervisor schedules a daily stand-up with 500+ mobile workers through Collaboration. Participants receive invites, confirm attendance, and share updates in real time. For shift handoffs, open requests are transferred seamlessly with preserved context and audit trails.

  Benefit: Reduces handoff errors and builds team rhythm.

• Urgent Response - Outage and Safety Alerts

  A dispatcher sends a Broadcast to 5,000 mobile workers during a power outage. Recipients acknowledge the message, and supervisors monitor the acknowledgment rates. Simultaneously, a Conference is launched to coordinate restoration efforts.

  Benefit: Mobilizes the right workforce instantly and accelerates incident recovery.

• Escalated Support - Tier-2 Assistance through Helpdesk

  A mobile worker encounters an issue, opens a Helpdesk request, and escalates it to Tier-2 support. The full chat history and attachments are retained for compliance.

  Benefit: Reduces dispatcher interruptions and ensures structured escalation.

• On-the-Job Handoffs - Activities and Parts Transfer

  A mobile worker shares an activity with a colleague using in case of emergency using chat, ensuring the customer experiences no delays. The audit trail ensures accountability.

  Benefit: Protects SLAs, improves First-Time-Fix, and minimizes repeat visits.

• Proactive Alerts - SLA Risk Notifications

  When an SLA threshold is breached, an automatic message alerts dispatchers and mobile worker. The Helpdesk is notified for manual intervention.

  Benefit: Prevents SLA violations by surfacing risks early.

• Remote Expert Assist - Video Collaboration

  A mobile worker initiates a Zoom session for a complex repair, connecting with an SME for remote assistance.

  Benefit: Reduces travel costs and improves customer experience.

These scenarios demonstrate how different user roles leverage Collaboration to streamline operations, improve accountability, and drive efficiency.