What are Profiles and Permissions?

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Introduction

In Zoho FSM (Field Service Management), Profiles are used to define a user’s access level and the actions they can perform within the application. This ensures each team member—whether a manager, dispatcher, field technician, or agent—has access only to the features and data necessary for their role.

Zoho FSM offers two types of profiles:

  • Standard Profiles (predefined and not customizable)
  • Custom Profiles (user-defined and fully customizable)
  1. Standard Profiles in Zoho FSM

Zoho FSM comes with five built-in Standard Profiles. These profiles are fixed and cannot be modified. Each profile is suited for a specific type of user role:

Step-by-Step Instructions

 

  1. Set the Default Bill Control Policy

To configure your default bill control policy in Odoo:

  • Go to Purchase app → Configuration → Settings
  • Scroll to the Invoicing section
  • Under Bill Control, choose:
    • Ordered Quantities – Create bills as soon as the purchase order (PO) is confirmed
    • Received Quantities – Create bills only after products are delivered
  • Click Save

a) Administrator

Full access to all modules and settings.

 

Can configure the system, manage users, profiles, billing, APIs, and automations.

Sets up Zoho FSM for the organization.

 

b) Dispatcher

 

Access to Dispatch Console for assigning appointments.

Can view, create, and edit most transaction modules such as Work Orders, Estimates, and Appointments.

 

c) Call Center Agent

 

Can create and manage Service Requests.

Has access to a limited number of modules.

Cannot access Dispatch Console.

 

d) Field Agent

 

Uses FSM’s mobile app to view and complete assigned work.

Can create and complete appointments.

Cannot edit or delete records not created by them.

Has view-only access to customer details.

 

e) Limited Field Agent

 

Assigned to complete work only.

Cannot create or modify records.

Cannot view pricing or edit work orders.

Ideal for temporary or contract workers.

 

These profiles can be viewed at:
Setup > Workforce > Profiles

 

Custom Profiles

When predefined profile

s don’t fully meet your organization’s needs, Custom Profiles allow you to define tailored permissions. You can create a Custom Profile by cloning an existing Standard or Custom profile.

 

How to Create a Custom Profile:

 

Go to: Setup > Security Control > Profiles > New Profile

 

Clone an existing profile and modify permissions as needed.

Custom Profiles are especially helpful in the following situations:

A Dispatcher who also acts as a Field Agent.

A Manager who requires access to

b) Record Operations

  • Standard CRUD operations: Create, Read (View), Update (Edit), Delete.

c) Record Actions

  • Includes context-based actions such as:
    • Complete Appointment
    • Convert to Estimate
    • Cancel Appointment

Mark as Ready

d) Feature Access

  • Access to modules like:
    • Dispatch Console
    • Reports
    • Mobile App
    • Settings
    • Invoices
    • Quotes

 

e) General Permissions

Access to company-level configurations like:

Organization Settings

Business Hours and Holidays

Teams and Territories

f) Developer Access

Permissions to:

Use APIs

Configure Automation

Write and manage Functions

Set up Webhooks

Permissions Matrix (Summary)

Feature / Module

Administrator

Dispatcher

Call Center Agent

Field Agent

Limited Field Agent

Dispatch Console

✅

✅

❌

❌

❌

View All Work Orders

✅

✅

✅

❌

❌

View Own Work Orders

✅

✅

✅

✅

✅

Create Appointments

✅

✅

✅

✅

❌

Complete Appointments

✅

✅

❌

✅

✅

View Customer Info

✅

✅

✅

✅ (View only)

❌

Edit Pricing / Show Pricing

✅

✅

✅

✅

❌

Access Reports

✅

✅

❌

❌

❌

Manage Users and Billing

✅

✅

❌

❌

❌

Developer Tools (APIs, Webhooks)

✅

✅

✅

✅

❌

Import / Export Data

✅

❌

❌

❌

❌

Bulk Actions

✅

❌

❌

❌

❌

Important Restrictions

 

Record View Permission Cannot Be Removed: All users must have at least View access to key modules like Work Orders, Appointments, and Customers.

 

Create Estimate → Convert to Estimate Dependency: If a profile doesn’t have permission to create an estimate, the “Convert to Estimate” action will be disabled.

 

Show Pricing: If this permission is disabled, the user cannot view prices in mobile or web interfaces.

 

  • Data Import/Export and Bulk Actions are limited to Admins only.
  1. Best Practices for Profile Management
  • Always start by cloning an existing profile when creating a custom one.
  • Use role-based naming conventions (e.g., “Senior Dispatcher”, “Read-only Manager”).
  • Grant only the minimum permissions required to maintain security.
  • Review profile permissions regularly, especially when onboarding new users or changing job responsibilities.

Conclusion

Zoho FSM’s Profile system offers flexible, role-based access control to secure your operations while keeping each team member focused on their core responsibilities. Understanding and properly configuring Profiles ensures streamlined workflows, improved accountability, and tighter data security across your field service operations.

Set Up Workforce - Previous User Management in Zoho FSM Next - Set Up Workforce What is Service Territory Management?

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