Remote Support for Pega Field Service

Remote support engineer connecting with customer
CSR capturing remote support request
Remote session

Inspiration

Field Service is critical in making sure that manufacturing process runs smoothly. In the difficult times of pandemic, safety of customers and employees becomes a key issue. That is why we are proposing a solution to provide high quality service from remote, using Pega Field Service capabilities combined with AR technology. Key benefits are:

employee and customer saftey
travel expenses reduced to 0
no time for travel needed, so support can be immediate.

What it does

We extended Pega FS with:

new Remote Support virutal territory for managing engineers and dispatchers;
new Remote Work Order case type for executing remote support;
integration with AIDAR solution, that is allowing to establish remote connection from Pega app in a popup window.

How I built it

The solution is built on top of Pega Field Service version 8.3.1 - at the time when we started Field Service 8.4 was not yet available.

Accomplishments that I'm proud of

We managed to extend the application with no major changes to the existing logic - so it supports both onsite service as well as remote.

What's next for Remote Support for Pega Field Service

We are planning to extend the integration with AIDAR, connecting directly knowledge content with remote session, so that sharing information will be one click activity.