Support Field Service
Uploaded by
Adriano Petkevicius VestriSupport Field Service
Uploaded by
Adriano Petkevicius VestriSalesforce Field Service
Salesforce, Spring ’25
Last updated: December 26, 2024
© Copyright 2000–2025 Salesforce, Inc. All rights reserved. Salesforce is a registered trademark of Salesforce, Inc., as are other
names and marks. Other marks appearing herein may be trademarks of their respective owners.
CONTENTS
Salesforce Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Where Do I Start with Field Service? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Limits and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Key Concepts and Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Set Up Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Einstein for Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Field Service Operations Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Manage Work Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Manage Field Service Shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Manage Service Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
Manage Service Crew Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Manage Field Service Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Manage Service Appointment Bundling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Manage Your Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Manage Product Service Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Manage Service Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
Manage Outcome-Based Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Optimize Your Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Work in the Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Field Service Object Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653
Manage Assets in Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
Set Up Appointment Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 745
Field Service Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803
Improve Operations with Field Service Intelligence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948
SALESFORCE FIELD SERVICE
Field Service (formerly known as Field Service Lightning) gives you a powerful, highly customizable,
EDITIONS
mobile-friendly field service hub in Salesforce.
Running a field service business means managing numerous moving parts. With Field Service, you Available in: both Salesforce
get the tools that you need to manage work orders, scheduling, and your mobile workforce. Here Classic (not available in all
are some of the things you can do. orgs) and Lightning
Experience
• Create records that represent your field service workers, dispatchers, and agents, and add details
about their skills, location, and availability The Field Service core
• Set up multilevel service territories that represent the regions where mobile workers can provide features, managed
services package, and mobile app
are available in Enterprise,
• Track the location and status of your inventory, warehouses, service vehicles, and customer Unlimited, and Developer
sites Editions.
• Schedule one-time or recurring work orders for customers, and add details about worker
preferences, required skills, and parts
• Create maintenance plans and templates to standardize your field service tasks
• Generate service reports to keep customers informed about service progress
What’s Included in Field Service
Core Features
When Field Service is enabled, you gain access to a suite of standard objects that you can find in Setup and as tabs in Salesforce.
These objects make up the core Field Service features, including work orders and service appointments.
Managed Package
The Field Service managed package builds on the core features and includes:
• A Guided Setup tool that walks you through creating Field Service records and customizing your settings
• A dynamic scheduling console that gives dispatchers and supervisors a bird’s-eye view of all team members and scheduled
appointments
• A scheduling optimizer that allocates resources to appointments in the most efficient way possible by accounting for worker
skill level, travel time, location, and other factors
• Scheduling policies and triggers that help you customize your scheduling model and display preferences
Mobile App
The offline-friendly Field Service mobile app for iOS and Android makes work a pleasure for your mobile workers. App users can
update work orders, track parts, gather customer signatures, and connect with dispatchers from their mobile devices. Download
the app from the App Store or Google Play.
Field Service APIs and Developer Resources
Ready to get started developing with Field Service? Check out the Field Service Developer Guide for object relationship diagrams,
API reference information, and code samples.
Note: For usage restrictions that apply to this product, see this document.
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Salesforce Field Service
Where Do I Start with Field Service?
Whether you’re just starting with Field Service or you’re an experienced admin, landing pages are a compass pointing you to resources
that help you understand and set up Field Service.
Field Service Limits and Limitations
Learn about Field Service limits and limitations.
Field Service Key Concepts and Glossary
List of terms used in Field Service.
Set Up Field Service
Build and manage Field Service. Set up your workforce, work order tracking and inventory management, and customize the Field
Service mobile app to meet your business needs.
Einstein for Field Service
Supercharge your Field Service workforce efficiency by using generative AI and Einstein.
Field Service Operations Home
Track and monitor the health of your field service workforce, assets, processes, and customers with personalized KPIs and actionable
insights.
Manage Field Service Work Orders
Work orders, which track work to be performed for customers, are the heart of Field Service. Learn how to create and customize
work orders and maintenance plans.
Manage Field Service Shifts
Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments.
However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates
and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to
accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments.
Manage Field Service Resources
Service resources are mobile workers that can be assigned to service appointments. Learn how to create time sheets and view a
service resource’s travel routes and calendar.
Manage Field Service Crew Membership
Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members
with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one
place.
Manage Field Service Appointments
Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule
gaps.
Manage Service Appointment Bundling in the Field Service Dispatcher Console
Service appointment bundling lets you group multiple service appointments that make sense to be performed together and to
define them as one unit, called a bundle. For example, you can bundle several visits at the same customer location or utility meter
readings—or package deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the component
appointments, called bundle members, are scheduled, rescheduled, and executed together as one unit.
Manage Your Field Service Inventory
Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track
consumption, and process customer returns.
2
Salesforce Field Service Where Do I Start with Field Service?
Manage Product Service Campaigns in Field Service
Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life communication, or similar
product update.
Manage Field Service Reports
Create service reports for work orders, work order line items, or service appointments and email them directly to customers. Use
standard templates, or create variations of your own.
Manage Field Service Outcome-Based Contracts
With Outcome-Based Contracts, service providers can provide their customers with an easy way to assess the compliance of a service
contract by letting them track and measure service outcomes. Compliant service contracts ensure high quality of service and customer
success.
Manage Field Service Optimization
Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel
time, overtime, costs, and no-shows.
Work in the Field Service Dispatcher Console
The Field Service dispatcher console is the main working space for dispatchers. It features a dynamic map and a highly customizable
Gantt chart showing upcoming appointments, active team members, and more.
Field Service Object Fields
Learn about the fields available on Field Service standard objects.
Manage Assets in Field Service
Use Field Service to track, maintain, and optimize assets.
Set Up Field Service Appointment Assistant
Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment
your mobile worker arrives.
Field Service Mobile App
The Field Service mobile app for Android and iOS is an all-in-one tool optimized for a modern mobile workforce. Designed as an
offline-first app, you can work and have your changes saved without internet connectivity. And the app is highly customizable to
meet your business needs.
Improve Operations with Field Service Intelligence
Field Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're
meeting your customer service goals with easy-to-understand data visualizations. Field Service Intelligence includes Data Cloud,
CRM Analytics, and Service Cloud. The combination of customer data, key performance indicators (KPIs), and AI help your service
team improve operations and reduce costs.
Where Do I Start with Field Service?
Whether you’re just starting with Field Service or you’re an experienced admin, landing pages are a compass pointing you to resources
that help you understand and set up Field Service.
The landing pages direct you to resources for five key stops in the Field Service journey. If you’re new to Field Service, start with Discover
Field Service. Here you can find the Field Service glossary to help you learn about key concepts and terms, and curated resources to set
3
Salesforce Field Service Discover Field Service
you up for success. Next, Build Field Service guides you through the setup process. Each successive stop in the journey builds on tasks
you’ve completed on previous landing pages, so follow these in order.
Discover Field Service
Get to know Field Service, and learn how it can help your business.
Build Field Service
Make a thoughtful plan, switch on Field Service, and set everyone up for success.
Customize Field Service
Personalize the way Field Service works with custom options and time-saving automation.
Optimize Field Service Schedules
Use our Field Service optimization tools (enhanced or standard optimization) to build the most efficient work schedules for your
team.
Monitor and Troubleshoot Field Service
Gather data on your Service Center and assets to gain valuable insights.
Discover Field Service
Get to know Field Service, and learn how it can help your business.
EDITIONS
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Learn How Field Service can Help Your Business
What Is Salesforce Field Service? Learn about Salesforce and how AI is transforming our Service Cloud and Field Service.
• What is Field Service Management?
• Playlist Service Cloud: Field Service Demo
• Key Concepts and Glossary
How Can It Help Me? Learn how to work smarter with Salesforce Field Service.
4
Salesforce Field Service Build Field Service
• Elevate Every Field Service Experience
• Customer Story: Mobile Technologies, Inc.
• Trail: Digital Transformation Trends
• Discover the Value of Field Service Management Software
Learn from the Experts Find resources to guide you in your setup journey.
• Salesforce Professional Services
• Field Service Trailblazer Community
• Trailhead Academy
• Salesforce Field Service Ask an Expert Office Hours
• Considerations When Selecting a Consulting Partner
• Salesforce Admins: Upcoming and Recent Events
More Questions? More Help!
• PDF: Field Service License Comparisons
• Salesforce Admins: Latest Blog Posts, Podcasts, Videos, and Resources
Build Field Service
Make a thoughtful plan, switch on Field Service, and set everyone up for success.
EDITIONS
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Build Your Field Service Foundation
Plan Your Experience Get the most out of setting up Field Service.
• Set Key Performance Indicators
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Salesforce Field Service Build Field Service
• Get Ready for Scheduling and Optimization
• What's Schedule Optimization?
• What’s Available in Enhanced Scheduling and Optimization
• Adopt and Implement Enhanced Scheduling and Optimization (Learning Map)
• Field Service Mobile App
• Common Field Service Inventory Management Tasks
• Field Service Data Objects
More Resources:
• Video: Expert Implementation Tips
• 5 Design Strategies That Help Field Service Workers Love Their Jobs More
• Trail: Organizational Change Leadership
• Trail: Release Readiness Strategies
• Video: Change Management in Salesforce Sandboxes
Enable Field Service Activate these features and settings.
• Enable Field Service
• Install the Managed Package
• Download the Connected App
• Recommended: Install the Reports and Dashboard
Enable Field Service for Contract Mobile Workers and Dispatchers:
• Trail: Create and Customize an Experience Builder Site
• Add the Dispatcher Console to an Experience Builder Site
• Guidelines for Setting Up Contractors
• Give Contractors Access to the Mobile App
Give Users Access Grant users permission to use Field Service, the Field Service mobile app, and Briefcase for offline
access.
• Manage Permissions
• Create Permission Sets
• Download the Field Service Connected App for the Mobile App
• Give Users Access to the Field Service Mobile App
• Trail: Offline Briefcase
• Set Up Briefcase for the Field Service Mobile App
Set Up Field Service Get Field Service up and running for your team.
• Set Up Territories, Operating Hours, and Shifts
• Set Up Work Order Management
• Set Up Your Workforce
• Set Up Your Inventory
• Get Ready for Scheduling and Optimization
6
Salesforce Field Service Customize Field Service
• Enable Enhanced Scheduling and Optimization
• Set Up Field Service in Experience Cloud Sites
• Set Up the Field Service Mobile App
More Resources:
• Trail: Get On The Road With Field Service
• Trail: Supercharge Field Service
Customize Field Service
Personalize the way Field Service works with custom options and time-saving automation.
EDITIONS
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Shape How Field Service Works
Customize the Dispatcher Console Tailor the dispatcher console to work better for your business.
• Customize the Console
• Trail: Customize Console Settings
• Trail: Customize Your View
Customize the Mobile App Craft custom actions, tabs, screens, and functions for your mobile workforce.
• Learn More About Mobile Settings
• Set Up Custom Actions
• Customize the Look and Feel
• Brand the Mobile App
• Customize Push Notifications
• Trail: Customize User Settings
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Salesforce Field Service Customize Field Service
• Customize and Extend the Mobile App with Lightning Web Components
Work with Flows Automate processes and improve efficiency with flows.
• Trail: Flow Builder Basics
• Automate Your Business Processes
• Video: Get Started with Flow Builder
• Build Flows in the Mobile App
• Considerations for Using Flows in the Mobile App
• Set Up the Mobile Widget
• Salesforce Admins – Automation and Workflows
Work with Schedules Build work schedules for your team.
• Improve Performance with Guidelines for Service Territories
• Trail: Customize a Scheduling Policy
• Trail: Shift Appointments in the Dispatcher Console
• Schedule an Appointment Automatically
Resources for Developers and Enhance your implementation using these additional resources.
Advanced Admins • Video: Salesforce Admins: – Use Low-Code Tools to Customize Your Salesforce Org
• Trail: Request a Developer Edition Org for Trailhead
• Field Service Developer Guide
Extend your Field Service Experience These optional add-ons help your team get more done.
• Trail: Visual Remote Assistant
• Set Up Visual Remote Assistant (optional purchase)
• Video: Appointment Assistant Self-Service Scheduling
• Set Up Appointment Assistant Self Service Scheduling (optional purchase)
• ServiceMax Asset 360 for Salesforce (optional purchase)
8
Salesforce Field Service Optimize Field Service Schedules
Optimize Field Service Schedules
Use our Field Service optimization tools (enhanced or standard optimization) to build the most
EDITIONS
efficient work schedules for your team.
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Optimize Your Schedule
Get Started Learn about optimization and how to set it up so that you can build better schedules.
• What’s Schedule Optimization?
• How Does the Field Service Optimization Engine Work?
• Get Ready for Field Service Scheduling and Optimization
• Learn What’s New and Available in Enhanced Scheduling and Optimization
• Explore Our Resources to Adopt and Implement Enhanced Scheduling and Optimization
• Transition to Enhanced Scheduling and Optimization
Optimize Your Schedule Refine and optimize your team’s schedule.
Global Optimization:
• Optimize Your Schedule
In-Day Optimization:
• Optimize Today's Schedule
Resource Optimization:
• Optimize a Single Resource's Schedule
• Create Scheduling Automation with Recipes for Common Events (standard optimization)
Explore Metrics and Troubleshoot Learn how to fix issues and gain useful insights into optimization.
Optimization
• Explore Metrics in Field Service Optimization Hub (Enhanced Scheduling and Optimization)
• Video: Optimization Insights (standard optimization)
9
Salesforce Field Service Monitor and Troubleshoot Field Service
• Gain Visibility Into Optimizations
• Video: Check Data Issues Affecting Optimization Quality Using Health Check
• Monitor Schedule Optimization Requests
Help with Schedules Account for additional scheduling needs and fine-tune your schedule before or after optimization.
• Maximize Your Scheduling Performance
• Explore Holiday Management (Enhanced Scheduling and Optimization)
• Account for Flexible Breaks with the Resource Availability Work Rule Type (Enhanced
Scheduling and Optimization)
• Support Locationless or Virtual Service by Using the Off Site Appointment Field (Enhanced
Scheduling and Optimization)
• Support More Accurate Travel Times and Schedules with Travel Modes (Enhanced Scheduling
and Optimization)
• Get Recommendations with Field Service Appointment Insights (Enhanced Scheduling and
Optimization)
• Check Rule Violations on the Gantt
• Group and Schedule Nearby Work with Appointment Bundler
• Control How Much Work is Scheduled with the Count Work Rule Type (Enhanced Scheduling
and Optimization)
• Further Explore How Much Work is Scheduled by Managing Work Capacity (Enhanced
Scheduling and Optimization)
• Enable Service Appointment Sliding to Maximize Schedules (Enhanced Scheduling and
Optimization)
Monitor and Troubleshoot Field Service
Gather data on your Service Center and assets to gain valuable insights.
EDITIONS
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
10
Salesforce Field Service Field Service Limits and Limitations
Keep up with your Field Service assets, and get everything running smoothly.
Set Up Operational Reporting Gain insights into your Service Center and assets.
• Create Field Service Reports
• Set Up Salesforce Labs Field Service Dashboards
• Explore Metrics in the Optimzation Hub
• Track Asset Availability and Reliability
• About the Field Service Analytics App (optional purchase)
• Field Service Analytics Pre-Built Dashboards
• AppExchange Field Service Dashboards
More Resources:
• Trail: Gain Insight with Einstein Discovery
• The 8 Metrics That Matter - And How To Improve Them
Help Your Mobile Workers Arrive View your mobile worker’s location.
Safely and On-time
• Set Up Appointment Assistant Real-Time Location (optional purchase)
• Field Service Mobile Security
• Automatic Status Change
Keep Your Service Center and Mobile Keep things running smoothly with these resources.
App in Top Shape
• Video: Salesforce Admins: Release Resources
• Test Your Field Service Configuration with Health Check
• Field Service Mobile App FAQ
Field Service Limits and Limitations
Learn about Field Service limits and limitations.
EDITIONS
Note: Where possible, we changed noninclusive terms to align with our company value of
Equality. We maintained certain terms to avoid any effect on customer implementations. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
General Limits Experience
The Field Service core
Limit Details features, managed
package, and mobile app
Maximum number of service resources per user 1
are available in Enterprise,
Maximum number of service territories in a 10,000 Unlimited, and Developer
service territory hierarchy Editions.
Maximum number of work orders in a work 10,000
order hierarchy
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Salesforce Field Service Field Service Limits and Limitations
Limit Details
Maximum number of work order line items in a work order line 10,000
item hierarchy
Maximum number of maintenance work rules per maintenance 25,000
plan
Maximum number of work orders that can be generated 2,600
simultaneously per maintenance plan Field service can create a combined total of up to 2,600 work order
records each time it generates details for a maintenance plan.
There’s no hard limit on the number of maintenance assets that
you can attach to a maintenance plan. But the limit on the number
of work orders records that can be created means that the practical
limit is 2,600 maintenance assets per maintenance plan. When
maintenance assets have multiple maintenance rules—either
applied directly or inherited from the maintenance plan—the
practical number of maintenance assets is lower.
Each maintenance work rule can generate work order and work
order line item records.
For example:
• If every maintenance asset for a maintenance plan contains
two maintenance work rules, the practical limit on maintenance
assets is less than 1,300.
• If a maintenance plan has four maintenance work rules, the
practical limit on maintenance assets is less than 650.
Also, a maintenance plan with a maintenance work rule using
COUNT is limited to 2,000 maintenance assets.
Salesforce recommends that you add no more than 5 maintenance
work rules to each maintenance plan or asset.
To decrease the number of work orders generated, increase the
Frequency value, decrease the Generation Timeframe value, or
decrease the number of assets related to the maintenance plan.
Maximum number of days that can be specified in the Generation 365
Horizon on a maintenance plan
Maximum number of years that can be specified in the Generation 20
Timeframe on a maintenance plan On the Maintenance Plan, see the Generation Timeframe field and
Generation Timeframe Type field (days/week/month/year). The
Generation Timeframe can’t be more than 20 years.
Maximum number of locations in a location hierarchy 10,000
Maximum number of signature blocks on a service report template 20
Maximum number of values in the Signature Type picklist on digital 1,000
signatures
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Salesforce Field Service Field Service Limits and Limitations
Limit Details
Maximum number of child assets per asset 2,000
Maximum number of levels in an asset hierarchy 50
Maximum number of assets in an asset hierarchy 10,000
Maximum size of asset hierarchies that can be viewed in the tree 500
grid view
Maximum number of appointments that can be scheduled at once 50
with the Group Nearby Appointments action
Maximum runtime in seconds for the Group Nearby Appointments 60
action
Maximum number of coordinates in a map polygon 3,200
(Recommended) Maximum number of polygons in an org 30,000
Exceeding this limit can cause dispatcher console performance
issues. To avoid such issues, set the sharing of the Map Polygon
object to Private, and use sharing so that dispatchers only see
polygons that are relevant to them.
Maximum number of report markers on the Gantt map 500
Maximum number of rows on the Gantt 500
Maximum number of service appointments in the appointment 3,000
list
Maximum number of service appointment sharing records that 50,000
can be processed when updating service appointment statuses in
bulk
Exceeding this limit can cause dispatcher console performance 100
issues. To avoid such issues, set the sharing of the Map Polygon We recommend you don’t use service territory memberships for
object to Private, and use sharing so that dispatchers only see ZIP code coverage. Instead, use the Extended Match work rule.
polygons that are relevant to them.
Maximum number of skills displayed in the Gantt Skills filter panel 2,000
When Enhanced Scheduling and Optimization is enabled, the 250
maximum number of skills that can be assigned to a resource.
When Enhanced Scheduling and Optimization is enabled, the 250
maximum number of values on a resource that can be validated
by an extended match rule type. For example, if you define a Match
tools extended match rule, it can’t validate more than 250 tools
per resource. Any value above 250 is ignored.
Maximum number of operating hours records displayed in the 2,000
Default Operating Hours lookup field on the Global Actions >
Appointment Booking settings page
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Salesforce Field Service Field Service Limits and Limitations
Limit Details
Maximum number of service appointments displayed in the 1,000
Long-Term view in the Gantt
Maximum number of resource absences displayed in the 200
Long-Term view in the Gantt
Maximum number of active scheduling recipes per category 75
Maximum number of active scheduling recipes per org 1,000
Maximum number of service territories that can be viewed without 2,000
searching If you have access to 2,000 or more service territories, the service
territories list shows only selected territories. Use the search bar to
find territories that aren't selected.
Minimum screen resolution for a smooth dispatcher console 1366 x 768 pixels (minimum)
experience 1920 x 1080 pixels (recommended)
Schedule Optimization Request Limits
Limit Details
Maximum optimization requests per hour per org 3,600
Maximum skills per service resource When you're using Enhanced Scheduling and Optimization, the
limit is 250. When you're not using Enhanced Scheduling and
Optimization, the limit is 100.
Maximum number of service appointments per resource per day 200
A bundled appointment is counted as one service appointment.
The bundled members don't count toward this limit.
Maximum service appointments optimized per rolling 24 hours 50,000
When you're using Enhanced Scheduling and Optimization, the
limit is the greater of 50,000 or 500 per Field Service Scheduling
license. To check whether you’re operating within the limit, monitor
the actual consumption in Optimization Requests, Last 24 Hours
under Company Information in Setup. All types of scheduling
actions count toward this limit, for example, Gantt scheduling, get
candidates, appointment booking, and global, in-day, and resource
scheduing optimization request types. Nonoptimization scheduling
actions, for example, the Schedule action, contribute only one
toward this count (the appointment that's being scheduled). When
you’re not using Enhanced Scheduling and Optimization, only
global, in-day, and resource schedule optimization requests count
toward this limit.
14
Salesforce Field Service Field Service Limits and Limitations
Limit Details
Service appointments sent to optimization for evaluation are
counted against this limit, even if they aren’t scheduled or
rescheduled by optimization. This count includes appointments
that are pinned or in the Pinned status and appointments that
don’t meet the filter criteria. See Optimization Horizon.
A bundle is a group of service appointments that are counted as
one service appointment.
Maximum service appointments optimized per request 5,000
See Optimization Horizon.
Maximum service territories optimized in a request 100
This limit is the total number of service territories selected in the
optimization request. This number isn’t affected by the service
territory membership of the service resources in the request.
Maximum service resources optimized per request 500
This limit is the total count of service resources per request,
regardless of the number of contributing service territory
memberships.
Maximum days optimized per request When you’re using Enhanced Scheduling and Optimization, the
limit is 30. When you’re not using Enhanced Scheduling and
Optimization the limit is 21.
See Manage Scheduled Jobs in Field Service.
Maximum number of objects passed to the optimization service 45,000
in 1 request (for example, service appointments + related objects This limitation doesn't apply when you're using Enhanced
such as skill requirements and assigned resources) Scheduling and Optimization.
Maximum number of objects returned synchronously for In-day 1,000
optimization (more objects are returned asynchronously) This limitation doesn't apply when you're using Enhanced
Scheduling and Optimization.
Note: For usage restrictions that apply to this product, see this document.
Limitations
Dispatcher Console
• The Gantt shows information from the past four years to the current date and shows four years from the current date into the
future.
• Territory utilization calculation doesn’t consider secondary territory members.
15
Salesforce Field Service Field Service Limits and Limitations
• With the Gantt chart Timezone field set to Territory Timezone in Field Service Settings (under Dispatcher Console UI, Gantt
Configurations), if both primary and secondary service territories are selected, the service resource is shown in the secondary
service territory only if it has the same time zone as the primary service territory. If the secondary service territory has a different
time zone, the service resource is shown only in the primary service territory. If only a secondary service territory is selected, the
service resource is shown under that territory regardless of the time zone.
• The dispatcher console map can look different than the map shown on service territory member detail pages because of a
difference in geocoding granularity. The dispatcher console map tends to be more accurate.
• If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments, and
absences), the resource map shows only the first 23 stops on the route and displays an error. This is a Directions API limitation.
• The service appointment list in the dispatcher console stops loading data after 3,000 service appointment records are loaded
from the server. When that limit is reached, you receive an error that the scheduling horizon is too long. If you haven’t turned
on advanced filtering, filtering happens on the client side. In this case, all service appointments in the selected time domain and
service territories before the filter conditions are applied are loaded from the server. If you’ve turned on advanced filtering, the
filter conditions are applied on the server side before loading data to the client.
• The limit is based on the number of service appointments loaded to the list, but the service appointment list can still show more
than 3,000 service appointments if service appointments are scheduled on the Gantt that are outside the filter list criteria.
Document Builder
• Each Salesforce org is granted an allowance of 250 documents per user per month for the following licenses:
– Field Service Dispatcher
– Field Service Dispatcher Plus Login-Based
– Field Service Mobile
– Field Service Mobile Login-Based
– Field Service Mobile Plus Login-Based
– Field Service Standard
If you exceed the 250 per user per month limit, you have an extra 10,000 documents per month to cover your service document
needs during high-volume months.
• A document template can have only one signature of each type, such as Customer, Partner, Technician, or Manager. If you expect
to require two people with the same role, say Customer, to sign the same document, you can assign numbered types, such as
Customer1 and Customer2, to your template.
• A related record table can have up to 1,000 records.
• The size limit for a Service Document is 300 MB.
• On the desktop site, you can create document templates for all objects, Work Order, Work Order Line Item, and Service
Appointment, and generate PDFs from these entities on your desktop. The Field Service mobile app lets you create service
documents from the Service Appointment and Work Order objects on iOS and only from Service Appointment on Android.
• PDFs can be up to 50 pages.
• A service document template can contain only one signature per type. To collect multiple signatures on a service document,
add more signature types. In Setup, edit the Signature Type picklist field on the Digital Signature object. Create at least one value
for each role that can sign a service document, for example, Technician, Customer, Supervisor, and Supplier. If you expect multiple
people in one role, for example, all mobile workers who are at the appointment, to sign a service report, create numbered types:
Technician 1, Technician 2, and so forth.
• You can’t generate documents over 100 MB.
• On related list field tables, lookup fields show field IDs instead of field values.
• You can’t use URLs to render images.
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Salesforce Field Service Field Service Limits and Limitations
• Account names don’t appear in service documents when the Account field isn’t added to the template.
• If you have multiple image galleries on a template, the same set of images repeat across all image galleries.
• You must add the service document template field must be added to work order and service appointment page layouts.
• When you create a service document from a work order record detail page on the Field Service mobile app, you see a service
appointment template instead of a work order template.
• With rich text, only black appears on documents.
• The parent record field value is empty in service documents.
• When you’re designing a template, refreshing the browser can result in missing fields. If you must refresh, use the Refresh button
on the design template page instead of refreshing the browser.
• Long text area fields aren’t supported for related list components in Document Builder.
• Languages that read right-to-left are translated, but the document format isn’t supported.
• In rich text fields, only custom labels are translated.
• In rich text fields, email addresses include a mailto: tag during design time. The mailto tag doesn’t show up in preview or in the
final PDF.
• Long text and picklists aren’t supported for embedded expressions in rich text.
• Community users are supported only for sites with URLs ending in .site.com.
Inventory Management
• Workers using the Field Service mobile app can consume—via the Products Consumed related list—only one serialized product
item per product per work order. This limitation doesn’t apply to nonmobile platforms.
• The Location field on serialized product items can’t be updated manually. The location auto-updates if a related product transfer
is marked received. To enable serialized product transfers (a beta feature), contact Salesforce.
Linked Articles
Linked articles are knowledge articles attached to a work order, work order line item, or work type. They have the following limitations.
• Quick actions and global actions aren’t supported for linked articles.
• The Article widget and Feed Articles Tool aren’t available in the feed view.
• In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce
mobile app, linked articles can’t be accessed from feed items.
• The Linked Work Types related list isn’t available on articles in any platform.
• The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console,
use the Articles related list.
• Linked articles are read-only in the Salesforce mobile app.
Multiday Scheduling
With multiday scheduling, you can schedule service appointments that span multiple days. It includes the following limitations.
• Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at
a time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate
travel times.
• A service resource can’t be assigned to any other appointment during a multiday service appointment.
• When you’re not using Enhanced Scheduling and Optimization, multiday service appointments that overlap with other
appointments don’t trigger the Fix Overlaps action.
• Multiday service appointments can’t be assigned to capacity-based service resources.
• The duration of multiday service appointments can’t span more than 56 calandar days.
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Salesforce Field Service Field Service Limits and Limitations
• If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment
is scheduled. For this reason, we recommend against creating dependencies between multiday appointments.
• You can only schedule one multiday service appointment at a time. Scheduling multiple multiday service appointments in bulk
isn't supported.
Operating Hours
• You can’t create a parent-child relationship between a custom object and Time Slot where Time Slot is the parent object.
• Operating hours can't span a full 24 hours. Instead, use the operating hours 00:00–23:58.
• If you aren’t using Enhanced Scheduling and Optimization, operating hours for secondary service territory memberships must
be identical to or contained within the resource’s primary territory membership’s hours.
Salesforce App
Most Field Service features are available in all versions of the Salesforce mobile app. Be aware of these mobile app limitations.
• In Salesforce for iOS:
– You can’t create service appointments, and the Recent related list isn’t available.
– You can’t create service resources or absences, and the Recent related list isn't available on service resources or absences.
• On field service records created via a related list, the field that lists the parent record doesn’t populate until you save the record.
This issue applies to all versions of the Salesforce mobile app. For example, when you create a service appointment from the
Service Appointments related list on a work order, the Parent Record field is blank until you tap Save. After you create the record,
the parent record field lists the parent work order.
• If the Created Date or Last Modified Date fields are in the future, creating or updating records can cause an error when working
offline with the offline sync permission disabled.
• The dispatcher console—a Field Service managed package feature—isn’t available in the Salesforce mobile app.
• The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available.
• Linked articles are read-only. You can search the Knowledge base and read attached articles, but you can’t attach or detach
articles. To manage linked article settings and attach or detach articles, use the desktop site.
• Linked articles can’t be accessed from feed items.
Salesforce on iPad Safari
• Creating service reports from work orders or service appointments isn't supported on Lightning Experience on iPad Safari.
• The dispatcher console isn’t supported on iPad Safari. We recommend that you use Lightning Experience on a desktop to use
the dispatcher console.
Scheduling and Optimization
• A scheduling policy can contain up to five Match Boolean work rules.
• The Gantt and Appointment Booking features can retrieve up to 2,000 scheduling policies.
• Match Fields work rules are supported for schedule optimization only when you're using Enhanced Scheduling and Optimization.
• Match Time work rules are supported for schedule optimization only when you’re using Enhanced Scheduling and Optimization.
• The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service
appointments with a scheduling dependency.
• Schedule optimization is supported only for service appointments whose parent record is a work order or work order line item.
• When you’re not using Enhanced Scheduling and Optimization, scheduling and optimization is supported only for service
territories with at least one primary service territory member.
• When you're using Enhanced Scheduling and Optimization, we recommend that optimization requests that include a service
resource's secondary territory memberships also include the corresponding primary territory membership. However, optimization
requests can still optimize a secondary territory member without the related primary. For example, if you have an optimization
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Salesforce Field Service Field Service Limits and Limitations
request configured with the service territory Los Angeles, and a service resource has a primary service territory membership of
San Diego and a secondary service territory membership of Los Angeles, the service resource’s schedule for Los Angeles can be
optimized. When you’re not using Enhanced Scheduling and Optimization, optimization requests that include a service resource's
secondary territory memberships must also include the corresponding primary territory membership.
• Only active territories included in the scheduled optimization job are optimized.
• If a service appointment or resource absence doesn’t include an address, the scheduling optimizer assumes that the appointment
is at the assigned resource’s home base. This assumption could cause the optimizer to delete the Travel From value from the
previous service appointment or resource absence with an address. To avoid deletion, add the resource’s home base address
(the Service Territory Member address or, if there isn't a specified address, then the Service Territory address) to the service
appointment or resource absence.
• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End -Scheduled Start
time = Duration, while taking resource efficiency into consideration. Service appointments that violate this requirement are
unscheduled.
• If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment
is scheduled. For this reason, we recommend against creating dependencies between multiday appointments.
• If you drag a multiday service appointment, or manually change its Scheduled Start, the Scheduled End doesn’t go beyond the
due date regardless of the appointment Duration.
• Resource schedule optimization has the following limitations and considerations.
– Under Keep these appointments scheduled, you can select a category of appointments that must remain scheduled.
The optimization can move and then reschedule appointments in this category. If the optimization must keep more than
50 appointments scheduled, it fails.
– Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule
optimization. For example, a partial chain of a scheduling dependency is excluded.
– Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval.
– The Gantt doesn’t show percentage-based progress for resource schedule optimization requests.
– Shifts assigned to secondary territories aren't considered during resource schedule optimization. Instead, use only shifts
without territories or use time slots. This limitation doesn't apply to enhanced scheduling and optimization.
• When you’re not using Enhanced Scheduling and Optimization, if the Fix Overlaps feature is in use, the Reshuffle other
assignments option is only partially supported wuth the When unable to find a valid schedule for an appointment setting.
If more than one service appointment is dropped from the schedule during a Fix Overlaps operation, only one of the appointments
is reshuffled.
• You can use platform encryption with standard Salesforce objects and fields. With the managed package, if you encrypt custom
objects and fields, scheduling and optimization can sometimes yield unexpected results.
Service Appointments
• The Owner and Parent Record fields on service appointments aren't available in custom report types. They also can’t be referenced
in formulas, validation rules, workflow rules, flows, or processes. To limit the available owners or types of service appointment
parent records, use an Apex trigger.
• Service appointment fields whose values are inherited from the parent record can’t be referenced in formulas, validation rules,
workflow rules, flows, or processes. The standard inherited fields are Work Type, Account, Parent Record Type, and Parent Record
Status Category.
• Service appointments with populated Scheduled Start or Scheduled End fields, but without an Assigned Resource, can be
corrupted and lead to unexpected behavior in all Field Service actions.
• Using seconds or milliseconds in the service appointment Scheduled Start and Scheduled End fields isn't supported. For example,
if Scheduled Start is set to 8:00:00 AM and Scheduled End is set to 8:00:45 AM, the optimization engine can unschedule the
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Salesforce Field Service Field Service Limits and Limitations
service appointment because the start and end time is considered the same (8:00 AM). Using seconds or milliseconds in the
following service appointment fields also isn't supported:
– Due Date
– Earliest Start Permitted
– Arrival Window Start
– Arrival Window End
– Any DateTime field used in work rules of type Field Service - Match Time Rule in your scheduling policy, including custom
fields.
Using seconds or milliseconds in the Start and End DateTime field of the following objects isn't supported:
– Resource Absence
– Time Slot
– Shift
– Service Resource Skill
– Service Territory Member
– Custom objects used in Enhanced Match Rules
Service Reports
• Service reports can’t be created on service appointments whose parent records are assets, accounts, leads, or opportunities.
• The Create Service Report action isn’t available in the Salesforce mobile app.
• Section titles and rich text fields in service reports can’t be translated.
• Digital signature field labels can’t be customized.
• Related list filtering on service reports has the following limitations:
– The Status field on contract line items isn’t available for filtering.
– The Filters tab isn’t available in Internet Explorer 8.
• Service Report Template lookup isn’t supported in Visualforce pages. To include Service Report Lookup in a Visualforce page for
the edit of a Work Order, create a Custom lookup.
Service Resources
• If you deactivate a service resource, make sure to update records that were associated with that resource. For example, if a
deactivated service resource was a required resource for an account, update that account to prevent scheduling issues.
Sharing
In Setup, Sharing Settings let you specify default internal and external access to Field Service records. For example, you can share
dispatched service appointments to external Experience Builder site users, such as a team of contractors. But if the Default Internal
Access is Private or Public Read Only, set the Default External Access to Private or Public Read Only also. If the internal setting is Public
Read Write, external resources can see dispatched appointments only when the external setting is Public Read Write and you enable
dispatch sharing to resources.
Street-Level Routing (SLR)
• If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used.
• Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each
day is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you would get on a night
slot with minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR
travel time for platform scheduling. This limitation isn’t relevant when you’re using Enhanced Scheduling and Optimization,
because the enhanced engine doesn’t use SLR.
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Salesforce Field Service Field Service Key Concepts and Glossary
• Any scheduling action that is triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR
is enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If
DML occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error.
When the schedule falls back to aerial routing due to a failure in the callout, overlaps can appear on the Gantt after the travel
time and break update runs and updates the travel to SLR or predictive travel. To avoid an exception, allow the system to use
aerial routing or ensure that DML is completed in a separate transaction. If you want transactions of this type to cause an exception
rather than a switch to aerial routing, from the App Launcher, find and open the Field Service Admin app, and then click Field
Service Settings > Scheduling. Select Avoid aerial calculation upon callout DML exception.
SEE ALSO:
Limits and Limitations for Enhanced Scheduling and Optimization
Field Service Key Concepts and Glossary
List of terms used in Field Service.
EDITIONS
Available in: both Salesforce
Key Concepts Classic (not available in all
Agent orgs) and Lightning
An agent handles inbound calls, creates work orders, and books appointments from the service Experience
console. An agent must have the Field Service Agent permissions set. The Field Service core
Appointment Booking features, managed
When a service appointment requires a specific execution time for a customer-facing service, package, and mobile app
you can assign an arrival window using appointment booking. The arrival window assures that are available in Enterprise,
the service appointment starts within the defined time range. Customers can book their own Unlimited, and Developer
appointment, and set the arrival window from available time slots, using the appointment Editions.
assistance feature.
Asset
An asset is an item of commercial value that a customer has purchased and installed. An asset can have a warranty or entitlement
for a service according to a service contract. The Asset object enables tracking relevant performance indicators, such as asset downtime.
An asset can be serviced according to a maintenance plan or on an as-needed basis. When an asset requires service according to a
maintenance plan, a work order is generated automatically.
Dispatcher
A dispatcher uses the Dispatcher console to monitor the execution of service appointments assigned to specific groups of resources
by territories and handles exceptions using the Field Service tools. A dispatcher must have the Field Service Dispatcher permissions
set and a Field Service Dispatcher license.
Mobile Worker (Service Resource)
A mobile worker (also called a service resource or technician) is a worker that executes assigned service appointment jobs according
to availability. A mobile worker can update job progress in the Field Service mobile app.
Resource Availability
Time intervals during which a resource can be scheduled, composed of operating hours, time slots, and shifts.
Scheduling and Optimization
Scheduling is the process by which service appointments are assigned to mobile workers or crews. Manually constructing an efficient
field service schedule can be a complex, time-consuming operation. Field Service’s Scheduling and Optimization does the work for
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Salesforce Field Service Field Service Key Concepts and Glossary
you by generating an optimal schedule according to scheduling policies that define your organizational priorities and constraints.
Schedule optimization helps you comply with service-level agreements and minimize travel time, overtime, costs, and no-shows.
You can define the scope of optimization in different ways.
• Global optimization—Assesses time slots and mobile worker options to schedule upcoming appointments in the best order.
• In-Day Optimization—Optimizes the schedule for one or more territories on the day of service.
• Resource Schedule Optimization (RSO)—Optimizes a specific mobile worker’s day. Reshuffle—Moves existing appointments
to schedule a high-priority appointment.
Service Appointment
A service appointment provides the scheduling and assignment details of a field service visit—onsite or remote—to a customer. A
service appointment can be with or without an arrival window that is derived from a customer’s appointment time.
Service Territory
A service territory is the most basic grouping of service resources in Field Service. A grouping can be based on geographic regions,
such as cities, counties, and neighborhoods, or according to product lines or type of customer. You can assign service resources to
territories and create territory hierarchies, depending on how your business is structured.
Work Order
A work order is a request for field service work. It includes the work type and other relevant information for scheduling the service
appointment. A work order can include several work order line items representing different types of work that must be done or
various assets to be worked on.
Glossary Terms
The frequently used terms
Term Description
Absence A time period when the resource isn’t available for scheduling. An absence can have locations. You
sometimes need the resource absence location to schedule a service appointment before or after
an absence. Absences with a location can also have travel times associated with them. Also referred
to as Resource Absence.
Admin A user who manages Field Service features and sets up user permissions for your org. An admin
must have access to Field Service settings.
Arrival window A time frame that limits the scheduled start time of a service appointment that was scheduled
using appointment booking. The scheduled start time must be between the start time and the end
time of the window.
Asset attributes Describes the state of an asset and can represent its health and performance. Asset attributes
provide a better understanding of the condition of assets and let mobile workers repair and maintain
those assets in the field more efficiently. An asset usually has multiple attributes.
Assigned resource A service resource who is assigned to a service appointment and has relevant information, such as
the travel time and distance.
Briefcase Builder This tool lets admins configure datasets of records that are required for mobile resources to interact
with the Field Service mobile app when they’re offline.
Capacity-based resource A resource representing one or more service resources with a bucket of working hours or service
appointments per period (for example, 100 working hours per week or four service appointments
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Salesforce Field Service Field Service Key Concepts and Glossary
Term Description
a day). Scheduling service appointments to a capacity-based resource is as easy as scheduling to
a regular service resource.
Check rules A logic service that verifies whether a service appointment conforms to the scheduling rules. When
manually scheduling a service appointment, you can use this service to check whether the scheduling
violates a scheduling rule.
Complex work A composite service appointment, composed of interdependent service appointments, each of
which is performed separately. The appointment dependency defines the time relationship between
service appointments. For example, a service appointment can only be started after the completion
of another service appointment.
Crew A team of service resources scheduled to work together. Resources are allocated to a crew for a
specific time period. During an allocation, crew members can only be scheduled as part of a crew.
Day of service The actual execution day of the planned job.
Dispatcher console: Gantt A visual representation in the form of a Gantt chart of the service resources and their appointments
over time. The UI provides easy access to many service appointments and resource-related activities.
Dispatcher console: Map A view that displays a map of service appointments, resources’ home bases, and last known locations.
You can add other objects with locations.
Drip feed A method for dispatching service appointments, one by one, as the previous service appointments
are completed.
Duration The time that a service appointment takes to complete. Duration is used to optimize the schedule.
Enhanced Scheduling and The Enhanced Scheduling and Optimization engine is gradually replacing the optimization
Optimization functionality and associated manual and semiautomatic scheduling services. This engine provides
an architecture and services that are more efficient and improve scalability, performance, and
schedule quality. It includes innovative capabilities such as Travel Modes, Service Appointment
Sliding, Multiple Flexible Breaks, Scheduled Jobs, Holiday Management, Offsite Appointments, and
Optimization Hub. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and
Optimization enabled for all territories by default. Existing orgs can switch to use Enhanced
Scheduling and Optimization for all service territories or per territory.
Entitlement The customer service level (for example, Basic, Premium, VIP) which dictates the response time.
Field Service mobile flow A flow that is supported in the Field Service mobile app, and uses Flow Builder and the Field Service
Mobile Flow type.
Field Service permission sets Allow users to access Field Service features by assigning them permission set licenses. Field Service
includes three permission set licenses related to the managed package and mobile app.
• Field Service Dispatcher—Provides access to the dispatcher console.
• Field Service Scheduling—Allows the user to be shown on the dispatcher console Gantt and
to be included in scheduling and optimization.
• Field Service Mobile—Provides access to the Field Service mobile app.
Field Service settings You can adjust your Field Service settings in two places.
• Setup—Where you initially enable Field Service and set up features.
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Salesforce Field Service Field Service Key Concepts and Glossary
Term Description
• Tab—Used to control adjustments.
Flexible breaks Admins can set a break duration and a time window for when the break must occur relative to the
start of the mobile resource’s day.
Gantt chart See Dispatcher console: Gantt.
Get Candidates An action that suggests which service resources can be assigned to a service appointment and
when.
Grade A numerical score given to an assignment or an appointment slot according to the relative fulfillment
of a set of objectives.
Holiday management This feature lets admins account for business holiday closures. Admins can refine working hours
by updating operating hours so that service appointments aren’t scheduled on holidays.
Home base A location where a resource starts and ends work each day. You can temporarily change the home
base of a resource. You can define a home base at the Service Territory level or Service Territory
Member level, which overrides the Service Territory level.
Horizon or scheduling horizon • The date range for scheduling a service appointment.
• (Mobile) The time period for priming service appointments.
Inventory The available serialized or not serialized products in a fixed location, such as a warehouse, or a
mobile location that represents the service resource’s stock. Product transfers track the movement
of inventory from one location to another. The inventory numbers at storage locations are updated
automatically to reflect transfers.
Maintenance plan Defines how often maintenance visits occur according to a schedule or based on usage criteria.
For example, maintain the generator every 1,000 operating hours, start from 0 and stop at 100,000
hours. The Maintenance Plan automatically generates work orders for future visits.
Manual scheduling A process by which a dispatcher manually creates assignments. Manual scheduling enables manual
intervention in the scheduling process.
Map See Dispatcher console: Map.
Mobile actions Quick actions, global actions, flows, and app extensions that help your team work more efficiently
from the field. Actions are displayed in a predefined order in the action launcher on record pages
in the app.
Mobile push notification A push notification in the mobile app that informs the mobile workforce of events, such as status
changes, approaching appointments, scheduling changes, or comments added. To create
customized notifications, install the connect app and use the Notification Builder Platform.
Multi-day work A service appointment that spans over multiple days. The maximum period is 8 weeks.
Notifications Center A UI display of notifications relevant to the dispatcher, such as scheduling results and other action
feedback information.
Operating hours The times when field service work can be performed by service resources (weekly recurring
availability per resource and per territory), customer accounts (visiting hours per customer), and
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Salesforce Field Service Field Service Key Concepts and Glossary
Term Description
appointment booking. Operating hours consist of the time zone and time slots, which can be
broken down into arrival windows.
Optimization Hub This set of dashboards shows the impact and improvements of an optimization request, formatted
as standard KPIs. The optimization hub enables users to gain visibility across the scheduling of
service appointments within service territories.
Outcome-based contracts This feature lets service providers define KPIs for their customers to measure and track service
outcomes and assess the compliance of service contracts. For example, a contract is compliant if
an electric vehicle’s battery is strong as indicated by the charging speed of the battery. Tracking
the vehicle’s charging speed over a time indicates that its battery is strong and therefore, that the
contract is compliant.
Priming Loading of data (records and metadata) to a mobile device according to the scheduling horizon,
so that mobile workers can perform their job while offline.
Priority The importance or urgency of a service appointment, on a numeric scale. The default priority range
is the 1–10 scale, where 1 is the highest priority and 10 is the lowest. You can also choose to use a
scale of 1–100. Used by the optimization process to ensure that when there’s limited resource
availability, service appointments are scheduled according to importance.
Product item A part for services that can be requested, required, transferred, and consumed in field service work.
The Product Item object is used across clouds (Marketing, Sales, Industries, and Commerce).
Product request A request for one or more parts.
Product transfer A transfer of inventory between locations.
Relevance group A group of service appointments or service territory members that require their own work rules or
service objectives. For example, use relevance groups to enforce your company policy on breaks
and travel time for full-time versus part-time employees.
Relocation A type of service territory membership in which a service resource is temporarily moved from one
territory to another. A relocation can also temporarily change the resource’s home base.
Resource efficiency The relative speed at which a resource works (1 = the nominal rate). For example, if a service
appointment is expected to take 1 hour, it takes a resource with an efficiency of 0.5 2 hours.
Return order A record of inventory returns or repairs.
Scheduled job Scheduled jobs are Apex jobs scheduled to run at a given time in the future. In Field Service,
scheduled jobs are used to group a set of data to submit for optimization or share records with
user territories.
Scheduled start and scheduled A scheduled time slot for a service appointment.
end
Scheduling dependencies Scheduling dependencies between related service appointments helps you account for situations
when mobile resources must perform related service appointments in a certain order. For example,
ensure that a particular appointment can’t start until a related appointment is completed or that
two appointments must start at the same time.
Scheduling policy A set of work rules and service objectives that guide the schedule optimizer in its decisions. You
can use scheduling policies to promote or de-emphasize factors, like business priorities, travel time,
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Salesforce Field Service Field Service Key Concepts and Glossary
Term Description
and customer preferences. For example, if an organization has 100 resources, work rules look at
various criteria, such as availability, territory assignment, skills, driving distance, to reduce the number
of potential candidates to five. These five candidates are then analyzed by service objectives to
assign a grade to each candidate. The grade determines who, out of the five, is the best resource
and time slot to schedule.
Scheduling recipe A scheduling automation that is triggered by certain events to solve overlaps (caused by urgent
service appointments or late ending of service appointments) or free spaces (caused by service
appointments ending early or canceled).
Serialized product A product with a serial number whose movements between locations, such as warehouses, depots,
or mobile workers, can be tracked.
Service appointment list A Field Service view that displays service appointments. The list provides easy access to service
appointments and actions in the Gantt view of the Dispatcher console.
Service appointment number A unique service appointment identification number.
Service appointment status or A lifecycle sequence of stages or statuses through which a service appointment passes. The lifecycle
status category covers the time from when the service appointment enters the organization until the time it’s
completed. Each status category can include several statuses.
Service appointment sliding This feature enables moving service appointments on the Gantt for the same resource to an earlier
or later time within the resource’s shift. Appointment sliding lets you free up time for a new service
appointment when using appointment booking and scheduling operations.
Service appointment time Field Service includes the time properties that are relevant for the four standard Match Time Rule
properties work rules.
• Earliest Start Permitted—Ensures that a service appointment’s Scheduled Start is equal to or
later than the Earliest Start Permitted. This work rule is included in every standard scheduling
policy.
• Due Date—Ensures that a service appointment’s Scheduled End is equal to or earlier than the
Due Date. This work rule is included in every standard scheduling policy.
• Scheduled Start—Ensures that a service appointment’s Scheduled Start is equal to or later than
the Arrival Window Start.
• Scheduled End—Ensures that a service appointment’s Scheduled End is equal to or earlier than
the Arrival Window End.
Service contract A contractual agreement to provide service to a customer based on their profile. Service contracts
represent different types of customer service, such as subscriptions or service level agreements
(SLAs) that stipulate a certain due date or a start-by date. The products covered by a service contract
are the contract line items.
Service objective A logic entity that evaluates and grades assignments or schedules. Service objectives enable using
business priorities to choose the best candidate for the job. For example, if the top priority is to
minimize travel, the qualified candidate closest to the job site is the best choice.
Service report A customer-facing report summarizing the status of service appointments and work orders.
Service resource See Mobile worker.
26
Salesforce Field Service Field Service Key Concepts and Glossary
Term Description
Service resource list A part of the Gantt view that displays all the resources in the system. The Service Resource List
provides easy access to resources and actions in the Gantt view of the Dispatcher console.
Shift availability A set of working periods for your shift-based workforce, such as contractors or on-call staff. You
can create and assign shifts for particular dates and times when you need coverage.
Skill An ability required to perform a field service task. You can assign skills to service resources to
represent certifications or areas of expertise. You can add skill requirements to work types, work
orders, and work order line items to indicate the skills required to complete the work. Skills can also
have skill levels.
Time-phased Refers to a property whose value varies at specified times. For example, time-phased skills of a crew
that change when a resource is added or removed from the crew (applies to Skills, Territory
Membership, and Crew Membership).
Time sheets A tool that tracks the time that your field service employees spend on tasks. Time sheets are mainly
used for payment and charging.
Travel modes Travel modes reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use
of toll roads, and hazmat considerations. Travel modes enhance predictive travel by providing more
accurate travel time predictions and improving the completion rate of service appointments.
Work Capacity The Work Capacity feature lets users control the amount of work that the optimization service can
schedule for service resources. This feature enables capacity reservation based on dynamic company
priorities. Limiting work capacity is done by adding adjustable thresholds that limit how many
hours or what percentage of the total work capacity can be scheduled for working on specific
service appointments. For example, you can limit the total duration of new installation jobs scheduled
in the New York territory to 100 hours per day during weekdays for the next 2 months. You can
also limit maintenance jobs to 50 hours per day on Mondays. Or set the limit as a percentage of
the total calculated available work capacity. For example, limit the installation jobs in Miami to 15%
of the total calculated available time in Miami per day during the same time period.
Work order A request for one-time or recurring field service work. It includes the work type and all relevant
information for scheduling the service appointment. A work order can include several work order
line items.
Work plan or work steps A work plan is a set of prescribed work steps that guide frontline and back-office workers on how
to complete a work order. By following steps in work plans, field service teams can complete
assignments quickly, consistently, and with less guesswork.
Work rule A combination of rules determines which candidates can complete the job based on business
policies and organizational goals. A work rule determines whether the candidates have the required
skills and if they’re available in the right territory at the right time. For example, a rule can require
that a resource can be assigned to a service appointment only if they’re both in the same district.
Work type A template that is used for common field service work, such as cable installations or furnace repairs.
It includes the work duration, skills required for a specific work type, and so on.
SEE ALSO:
Concepts, Products, and Services
27
Salesforce Field Service Set Up Field Service
Set Up Field Service
Build and manage Field Service. Set up your workforce, work order tracking and inventory
EDITIONS
management, and customize the Field Service mobile app to meet your business needs.
Available in: both Salesforce
Enable Field Service Classic (not available in all
Enable Field Service to start using Field Service features. orgs) and Lightning
Experience
Install the Field Service Managed Package
After Field Service is enabled, install the managed package to gain access to the dispatcher The Field Service core
console, scheduling tools, a range of custom objects, and Guided Setup. features, managed
package, and mobile app
Manage Field Service Permissions are available in Enterprise,
Give your team access to Field Service features. Create and assign standard permission sets and Unlimited, and Developer
permission set licenses. Then add customizations to suit your business needs. Editions.
Set Up Service Territories, Operating Hours, and Shifts for Field Service
Create service territories to track the places where your team performs field service work. Assign
regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad
hoc hours, such as holiday hours or for workers without a set schedule.
Set Up Work Order Management for Field Service
A work order represents work to be performed on your customers’ products. Customize your work order settings and create time-saving
templates called work types.
Set Up Your Field Service Workforce
Create service resources and service crews to represent your mobile workforce. Then, assign permission sets to members of your
team who work as dispatchers or support agents.
Set Up Your Field Service Inventory
Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile
workforce has the right parts in stock to do their job.
Get Ready for Field Service Scheduling and Optimization
Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling
policies, optimization settings, and sharing settings. As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization
enabled by default for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for all or selected
service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic
scheduling services. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule
quality.
Set Up Field Service Appointment Bundling
Group short appointments at nearby or same-site locations to create a bundle.
Setting Field Service Key Performance Indicators
Key Performance Indicators (KPIs) are crucial when scoping your business's needs and aligning them with what Field Service provides.
For example, KPIs can help you make smart business decisions by setting efficient schedules and sending workers with the right
skills and tools for the job.
Set Up for Product Warranties in Field Service
To have new assets automatically pick up the standard warranty for a product, set up a flow, process builder, or trigger.
Set Up Product Service Campaigns in Field Service
If your Salesforce org was created before Spring ’21, add the Product Service Campaign Item related list to Product Service Campaign.
28
Salesforce Field Service Set Up Field Service
Set Up Field Service Asset Availability and Reliability Reporting
Get information on asset availability and reliability by recording details of asset downtime in Field Service.
Set Up Field Service in Experience Cloud Sites
Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience
Cloud site.
Set Up Visual Remote Assistant for Field Service
Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by
delivering service from anywhere.
Set Up After Field Service Sandbox Refresh
After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active. Then configure your Salesforce
sandboxes to use independent remote sites for street-level routing (SLR) and optimization services, and verify your default policies
and operating hours.
Report on Field Service
Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App.
Manage Data Integration Rules for Field Service
Set up data integration rules to ensure that service resource travel time is accurately calculated.
Set Up Salesforce Labs Field Service Dashboards
Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange. Track metrics and performance
for many key items of interest in a field service operation. Use these optional dashboards to create customized reports and dashboards
for your operation’s specific needs.
SEE ALSO:
Field Service Mobile App
Field Service Developer Guide
Trailhead: Get on the Road with Field Service
29
Salesforce Field Service Enable Field Service
Enable Field Service
Enable Field Service to start using Field Service features.
EDITIONS
1. From Setup, enter Field Service Settings in the Quick Find box, then select Field
Service Settings. Available in: both Salesforce
Classic (not available in all
2. Enable Field Service, and click Save to display more settings.
orgs) and Lightning
If you don’t have a Field Service add-on license, an option to enable work orders is on by default. Experience
If Field Service was enabled, but the license was removed or has expired, that option is off by
default. The Field Service core
features, managed
3. Optionally, turn on in-app notifications for Salesforce app and Lightning Experience users when package, and mobile app
any of the following actions occurs on a work order or work order line item that they own or are available in Enterprise,
follow: Unlimited, and Developer
Editions.
• A text or file post is added
• A tracked field is updated
• The record owner changes
USER PERMISSIONS
• The resource assignments change on a related service appointment To enable Field Service:
If the option to track all related objects is selected in your feed tracking settings for work orders, • Customize Application
users are also notified when child records of work orders—such as service appointments—are
created or deleted.
4. Optionally, update the sharing settings. See Limit Access to Field Service Records.
5. When you set up work types, which are templates for work orders, you can opt to automatically add a service appointment to new
work orders or work order line items associated with a work type. Configure the number of days between the created date and due
date on auto-created service appointments.
6. If you want to use your knowledge base in field service, select the fields that the search engine scans to suggest articles on work
orders or work order line items.
7. Save your changes.
SEE ALSO:
Trailhead: Field Service Basics
30
Salesforce Field Service Install the Field Service Managed Package
Install the Field Service Managed Package
After Field Service is enabled, install the managed package to gain access to the dispatcher console,
EDITIONS
scheduling tools, a range of custom objects, and Guided Setup.
When you install the Field Service managed package, you get the following features. Available in: both Salesforce
Classic (not available in all
• Guided Setup: There’s no need to go it alone! This nifty tool walks you through key setup tasks,
orgs) and Lightning
including assigning permission sets, creating service resources, and customizing appointment
Experience
booking settings.
• Scheduling and optimization: Swiftly optimize your team’s schedule in a way that enforces your The Field Service core
business objectives. Assign appointments according to your rules and priorities, such as worker features, managed
skills, location, and availability. package, and mobile app
are available in Enterprise,
• Dispatcher console: Give dispatchers and supervisors a bird’s-eye view of your field service Unlimited, and Developer
operations. The dispatcher console includes a customizable appointment list, easy-to-reach Editions.
scheduling actions, dynamic Gantt chart, and interactive map. Dispatchers can check that jobs
are routed to the right people, receive alerts, and monitor appointments in real time.
USER PERMISSIONS
• Administration app: Manage optimization, customize the dispatcher console, and update your
managed package settings in one place. To install the Field Service
1. Click the installation link on the download page: managed package:
https://d36000000z1fneac.my.salesforce-sites.com/install • Customize Application
You can install the managed package on a production or sandbox org. To assign a permission set
license:
2. Select Install for Admins Only. • Manage Users
If you receive a request to approve third-party access, click Yes and Continue. Approving this To create a permission set:
request allows the street-level routing and optimization services to function. • Manage Profiles and
Permission Sets
3. If a message indicates that the installation is taking longer than expected, click Done.
You’ll receive an email notification after the installation is complete.
Once the package is installed, the App Launcher includes two new apps.
The Field Service app is for dispatchers. The Field Service tab in this app leads to the dispatcher console.
The Field Service Admin app is for administrators. The Field Service Settings tab in this app leads to the managed package settings.
You can add the Field Service and Field Service Settings tabs to other apps.
31
Salesforce Field Service Manage Field Service Permissions
Note: Salesforce Setup includes a separate Field Service Settings page where you can customize general settings related to field
service.
SEE ALSO:
Trailhead: Supercharge Field Service
Field Service Mobile App
Field Service Limits and Limitations
Manage Field Service Permissions
Give your team access to Field Service features. Create and assign standard permission sets and
EDITIONS
permission set licenses. Then add customizations to suit your business needs.
Available in: both Salesforce
Get to Know Field Service Personas Classic (not available in all
Learn about the different user personas in a typical field service implementation. Use standard orgs) and Lightning
and custom permission sets to tailor Field Service to your users’ needs. Experience
Field Service Permission Set Licenses The Field Service core
Permission set licenses are required for some Field Service users to interact with settings, the features, managed
dispatcher console, and other features. Learn how permission set licenses match to different package, and mobile app
are available in Enterprise,
groups of users.
Unlimited, and Developer
Create Field Service Permission Sets Editions.
Create Field Service permission sets from the Field Service Admin app.
Assign Field Service Permissions
After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You
can assign permissions in Setup or in Guided Setup.
Set Custom Permissions for Field Service
The Field Service managed package includes custom permissions that control users’ access to actions and views. For example, you
can control access to bulk actions, such as dispatching, optimizing, and scheduling, or the ability to drag appointments in the Gantt.
Assign Field Service Page Layouts
The Field Service managed package provides standard object page layouts that include field service Visualforce components and
Chatter actions. Assign these page layouts to the System Administrator and Standard User profiles.
32
Salesforce Field Service Manage Field Service Permissions
Get to Know Field Service Personas
Learn about the different user personas in a typical field service implementation. Use standard and
EDITIONS
custom permission sets to tailor Field Service to your users’ needs.
Field service players usually fall into one or more of the following profiles. Available in: both Salesforce
Classic (not available in all
User persona Description orgs) and Lightning
Experience
Admin A Salesforce admin integrates Field Service
features and sets up user permissions as needed. The Field Service core
features, managed
Agent Agents handle inbound cases, create work package, and mobile app
orders, and book appointments using global are available in Enterprise,
actions. Unlimited, and Developer
Editions.
Contractor Contractors are mobile workers, dispatchers, or
office staff who are temporary or seasonal. Our
Contractor and Contractor Plus licenses can be USER PERMISSIONS
purchased as per-user-per-month or
To access field service
login-based licenses. The per-user-per-month
objects:
option provides universal access to more regular
• Field Service Standard
contractors, while our login-based licenses are
a cost-effective and flexible option for employers To assign a permission set
license:
with large numbers of contractors.
• Manage Users
Dispatcher Dispatchers build and manage appointments, To create a permission set:
assign mobile workers, and optimize the • Manage Profiles and
schedule based on worker skills, routing, and Permission Sets
job priority.
If your business combines the dispatcher and
agent roles, use the Field Service - Dispatcher
permission set.
Mobile workers (technicians) Mobile workers receive work orders and service
appointments from dispatchers or agents and
conduct customer site visits. They also update
job progress from mobile devices with the
Salesforce mobile app or the Field Service
mobile app.
Self-service Self-service users are your customers. You can
grant access so that self-service users can
schedule and manage their own service
appointments via Experience Builder sites.
Custom personas Sometimes users don’t fit neatly into the
predefined categories. For example, your
company works with contractors that do the
same work as employee mobile workers. In that
case, we recommend mapping users to the
persona that most closely matches their job
33
Salesforce Field Service Manage Field Service Permissions
User persona Description
function. Clone the managed package’s permission sets, then add
your custom permissions to assign access.
Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete
sales-oriented tasks without additional licenses.
Field Service Permission Set Licenses
Permission set licenses are required for some Field Service users to interact with settings, the
EDITIONS
dispatcher console, and other features. Learn how permission set licenses match to different groups
of users. Available in: both Salesforce
All users need the Field Service Standard user permission to access field service objects. Field Service Classic (not available in all
user licenses already include this permission. orgs) and Lightning
Experience
Field Service also includes three permission set licenses related to the managed package and mobile
app. We recommend using the managed package’s Guided Setup tool to assign these permission The Field Service core
set licenses; for steps, see Assign Field Service Permissions. features, managed
package, and mobile app
Your users don’t need a Field Service permission set license to access most Field Service objects.
are available in Enterprise,
For example, inventory managers, admins, and customer support agents probably don’t need one.
Unlimited, and Developer
If Field Service is enabled, standard Salesforce users can be given access to Field Service records.
Editions.
These permission sets are created when you set up Field Service.
USER PERMISSIONS
Permission Set Description Who Needs It
Field Service Dispatcher Provides access to the Dispatchers To access field service
objects:
dispatcher console.
• Field Service Standard
Field Service Dispatcher Plus Provides login-based users with Contractor dispatchers To assign a permission set
Login-Based the Contractor Plus license license:
access to the dispatcher • Manage Users
console. To create a permission set:
Field Service Scheduling Allows the user to be shown on Mobile workers (field • Manage Profiles and
the dispatcher console Gantt technicians) Permission Sets
and included in scheduling and
optimization.
Field Service Scheduling Provides login-based users with Contractor mobile workers
Login-Based the Contractor license access (field technicians)
to Field Service Scheduling
features.
Field Service Scheduling Plus Provides login-based users with Contractor mobile workers
Login-Based the Contractor Plus license (field technicians)
access to Field Service
Scheduling features.
34
Salesforce Field Service Manage Field Service Permissions
Permission Set Description Who Needs It
Field Service Mobile Provides access to the Field Service mobile Mobile users (field technicians)
app.
Field Service Mobile Login-Based Provides login-based users with the Contractor mobile users and contractor
Contractor license access to Field Service admin
Mobile features.
Field Service Mobile Plus Login-Based Provides login-based users with the Contractor mobile users
Contractor Plus license access to Field
Service Mobile features.
Field Service Self-Service Provides access to Experience Builder sites Customers
where users can view all global actions and
their related objects. Provides access to
create, book, and schedule their
appointments.
Field Service Guest User Gives unauthenticated users limited access Guest users
to view and create records.
Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete
sales-oriented tasks without additional licenses.
SEE ALSO:
Limit Access to Field Service Records
Set Up Inventory Access for Mobile Workers
35
Salesforce Field Service Manage Field Service Permissions
Create Field Service Permission Sets
Create Field Service permission sets from the Field Service Admin app.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
Watch the video to see how to create and assign permission set licenses to give your team access Classic (not available in all
to Field Service features. orgs) and Lightning
Experience
Watch a video
The Field Service core
Watch the video to see how to get Field Service provisioned for users. features, managed
package, and mobile app
Watch a video
are available in Enterprise,
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Unlimited, and Developer
Service Settings tab. Editions.
2. Click Getting Started and then Permission Sets.
These permission sets are created. USER PERMISSIONS
To configure the Field Service
User Role Permission Purpose managed package:
Sets Created
• Customize Application
Field Service Field Service Let users access and manage all Field Service objects, To assign a permission set
Admin Admin including the Field Service Visualforce pages and logic license:
Permissions AND services. Field Service Admin Permissions contain the • Manage Users
Field Service permissions included in the Field Service Dispatcher To create a permission set:
Admin License* Permissions permission set, along with additional • Manage Profiles and
configuration permissions. Permission Sets
*The Field Service Admin License isn’t created in newer
Salesforce orgs.
Field Service Field Service Field Service Agent Permissions provides the minimum
Agent Agent permissions needed to use the Field Service global
Permissions AND actions, such as Book Appointment, Get Candidates,
Field Service and Emergency actions.
Agent License* *The Field Service Agent License isn’t created in newer
Salesforce orgs.
Field Service Field Service Field Service Mobile License provides the permission
Resource Mobile License set license needed for users to log into the Field Service
AND Field mobile app.
Service Field Service Scheduling License provides the
Scheduling permission set license needed for the user to appear
License AND on the Gantt and to be scheduled by the scheduling
Field Service engine and optimizer.
Resource
Permissions Field Service Resource Permissions provides the
minimum permissions needed for users to update
appointment status and update their last known
location.
36
Salesforce Field Service Manage Field Service Permissions
User Role Permission Sets Purpose
Created
Field Service Dispatcher Field Service Dispatcher Field Service Dispatcher License gives users the permission set license needed
License AND Field to load the dispatcher console.
Service Dispatcher Field Service Dispatcher Permissions contain the permissions included in Field
Permissions Service Agent Permissions and Field Service Resource Permissions along with
permissions to operate the dispatcher console and run optimization.
Field Service Community Field Service Community Users can view and use the dispatcher console, view global actions and their
Dispatcher Dispatcher License AND related objects, and schedule, optimize, and dispatch service appointments.
Field Service Community
Dispatcher Permissions
Field Service Self Service Field Service Self Service Experience Builder site users can view all global actions and their related
License AND Field objects to create, book, and schedule their appointments.
Service Self Service
Permissions
Field Service Integration Field Service Integration Users can access data needed for optimization, automatic scheduling, and
service appointment bundling.
Field Service Bundle for Field Service Bundle for Users can schedule and manage bundled service appointments.
Dispatcher Dispatcher License AND
Field Service Bundle for
Dispatcher Permissions
Field Service Guest User Field Service Guest User Field Service Guest User License provides the permissions for unauthenticated
License users to run appointment booking and scheduling actions.
When a permission set is current, the Create Permissions link on the tile is replaced by a message indicating that it’s up to date.
SEE ALSO:
How Are Field Service Permission Sets Updated?
37
Salesforce Field Service Manage Field Service Permissions
Assign Field Service Permissions
After you create your field service permission sets, give users the permissions they need to complete
EDITIONS
their field service tasks. You can assign permissions in Setup or in Guided Setup.
1. From Setup, in the Quick Find box, enter Users, and then select Users. Available in: both Salesforce
Classic (not available in all
2. Click a user’s name.
orgs) and Lightning
3. Click Permission Set Assignments at the top of the page or scroll to the Permission Set Experience
Assignments related list.
The Field Service core
4. Click Edit Assignments. features, managed
5. Enable the appropriate permission sets and click Save. package, and mobile app
are available in Enterprise,
Tasks Permission Sets Unlimited, and Developer
Editions.
Admin: Manage all Field Service objects, • Field Service Admin Permissions
including the Field Service Admin app, Field
Service Visualforce pages, and logic services.
• Field Service Admin License* USER PERMISSIONS
*The Field Service Admin License permission
To assign a permission set
set isn’t created in newer Salesforce org, so it license:
doesn’t need to be assigned to users. • Manage Users
To create a permission set:
Agent: Access all global actions and their • Field Service Agent Permissions • Manage Profiles and
related objects to create, book, and schedule
• Field Service Agent License* Permission Sets
service appointments.
*The Field Service Agent License permission
set isn’t created in newer Salesforce orgs, so
it doesn’t need to be assigned to users.
Dispatcher: Access all global actions and their • Field Service Dispatcher License
related objects to create, book, and schedule
• Field Service Dispatcher Permissions
service appointments.
Technician: Manage service appointments • Field Service Mobile License
and their related parent objects.
• Field Service Resource License
• Field Service Resource Permissions
How Are Field Service Permission Sets Updated?
Permission sets provided by the Field Service managed package are automatically updated at the beginning of each major release.
38
Salesforce Field Service Manage Field Service Permissions
How Are Field Service Permission Sets Updated?
Permission sets provided by the Field Service managed package are automatically updated at the
EDITIONS
beginning of each major release.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The managed package has three major releases each year that follows the Salesforce release cadence orgs) and Lightning
within 72 hours: Winter, Spring, and Summer. Experience
Because new versions require new permissions, the permission sets provided by the managed The Field Service core
package must be updated to include any new required permissions. All managed package-provided features, managed
permission sets are updated when a user launches one of the following pages: package, and mobile app
• Dispatcher Console (vf001_ServiceExpert) are available in Enterprise,
Unlimited, and Developer
• Book Appointment Chatter action (AppointmentBookingVf and
Editions.
AppointmentBookingCommunitiesVf)
• Candidates Chatter action (GetCandidates)
• Emergency Chatter action (EmergencyWizard)
During this update process, any minimum permissions that were removed from the permission set are readded. Permissions added by
an admin aren’t removed.
Permission set auto-update is only triggered one time after every managed package upgrade.
Note: Avoid altering the default Salesforce Field Service permission sets within the managed package, as new package versions
override any changes. Instead, create additional permission sets to customize permissions for specific users. If you must revoke a
permission from the standard set for specific users, create a permission set group containing the Field Service standard permission
sets, your custom permission sets, and a muting permission set.
To check if a permission set is current, from the App Launcher, find and open the Field Service Admin app. Click Field Service Settings >
Getting Started > Permission Sets. Each permission set tile includes a message indicating that it’s current. If it doesn’t, click Update
Permissions on the tile.
Note: Auto-update of permission sets is logged on the behalf of the user who triggered the update, even if the user doesn’t have
permission to update permission sets. To turn off this process, ask Salesforce to disable the Auto Update of Field Service Permission
Sets feature. To update permissions for Apex Class, Record Types, and Tabs Visibility, you must be an admin or have ModifyAllData
or ModifyMetadata permissions.
Set Custom Permissions for Field Service
The Field Service managed package includes custom permissions that control users’ access to
EDITIONS
actions and views. For example, you can control access to bulk actions, such as dispatching,
optimizing, and scheduling, or the ability to drag appointments in the Gantt. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
The custom permission sets apply only to the Field Service dispatcher console actions and views. Experience
The list of Custom Permissions is on the Custom Permissions page in Setup. To assign them to users, The Field Service core
add the custom permissions to a permission set. From Setup, in the Quick Find box, enter features, managed
Permission Sets, and then select Permission Sets. Select the permission set and then select package, and mobile app
Custom Permissions. For example, add them to the Field Service Admin, Field Service Dispatcher, are available in Enterprise,
and Field Service Community Dispatcher custom permission sets before adding assigned users. Unlimited, and Developer
Editions.
39
Salesforce Field Service Manage Field Service Permissions
Optionally, you can give users the extended custom permissions marked in the table. To use these permissions, add them to users, and
then activate them in Field Service Settings > Dispatcher Console UI > Extended Custom Permissions.
Note: If you activate the extended permissions without first adding them to users, you make the Gantt read-only. Activation is
required only after in existing orgs and is irreversible. Extended Custom Permissions is automatically activated in Salesforce as
of Summer ’20.
The managed package custom permissions use the FSL namespace prefix.
Custom Permission Description
Abort Optimization Request Abort an optimization request from the Gantt.
Bulk Bundle Bundle selected appointments from the appointment list.
Bulk Dispatch Dispatch selected appointments from the appointment list.
Bulk Optimize Submit an optimization request from the appointment list.
Bulk Schedule Schedule selected appointments from the appointment list or from polygons.
Bulk Unbundle Unbundle selected appointments from the appointment list.
Bulk Unschedule Unschedule selected appointments from the appointment list or from polygons.
Create Absences from Gantt Create resource absences on the Gantt.
Create Custom Gantt Filters Create custom filters for appointments on the Gantt.
Fill-in Fill in schedule gaps from the resource action menu.
Fix Overlaps Resolve overlapping appointments from the resource action menu.
Enable Check Rules - All Services Initiate a rule validation check on demand. This checks rules for all services loaded on the Gantt when
the rule validation frequency isn’t Always.
Enable Gantt Locker Lock and unlock the Gantt chart using the Gantt locker. This action also disables dragging
appointments to the Gantt from the appointment list or map. Standard and custom actions on the
appointment list and map are still shown and enabled according to your org’s setup. This permission
is an extended custom permission.
Gantt - Enable Adjusting Edit the start and end time of a service appointment or resource absence on the Gantt.
Duration
Gantt - Enable Gantt Policy Select a nondefault policy for scheduling and calculating rule violations. This permission is an extended
Picker custom permission.
Gantt and List - Bundle and Bundle and unbundle service appointments from the Gantt or from the appointment list.
Unbundle
Gantt and List - Enable Bulk Check rules for multiple service appointments from the Gantt or from the appointment list.
Check Rule
Gantt and List - Enable Check Check rules for a single service appointment from the Gantt or from the appointment list.
Rules
Gantt and List - Show Get Find resources for an appointment from the appointment list or from the Gantt. This permission is
Candidates an extended custom permission.
40
Salesforce Field Service Manage Field Service Permissions
Custom Permission Description
Gantt and Map - Enable Drag Drag selected services and resource absences from the appointment list, map, or Gantt, and place
and Drop them on the Gantt. This permission is an extended custom permission.
Gantt Palettes Edit Create, edit, and delete Gantt palettes.
Gantt Palettes View View the Palettes tab in the Gantt, and apply the selected palette.
Gantt - Show Change Status Change the status from the Gantt. Without this permission, users can’t dispatch from the map. This
Action permission is an extended custom permission.
Gantt - Show Pin Service Pin or unpin appointments from the Gantt. This permission is an extended custom permission.
Gantt - Show Unschedule Unschedule appointments from the Gantt. This permission is an extended custom permission.
Group Nearby Adjust the schedule on the Gantt to find other appointments on that day that are close to the selected
appointment.
Hide map on Emergency Wizard Hide the map view in the Emergency Wizard to show only candidates.
Hide Live Positions from Hide the Live Positions marker from the dispatcher console map.
Dispatcher Console Map
Hide Actual Routes from Hide the Actual Route from the service resource’s map.
Resource Map
Hide Live Positions from Hide the Live Positions marker from the service resource’s map.
Resource Map
Hide Resource’s Last Seen Time Hide the service resource’s Last-Seen indicator from the Gantt.
from Gantt
Include Keep Scheduled in Show the Keep Scheduled Criteria setting in the Optimize window.
Optimize Window
Longterm View Show the Long-Term Gantt view in the dispatcher console. When this permission is enabled, the
Long-Term Gantt view replaces the multi-day view.
Map Polygons - Show In Show the In Jeopardy flag from a map polygon. This permission is an extended custom permission.
Jeopardy
MDT View Show the multi-day view in the dispatcher console. The Long-Term Gantt view replaces the multi-day
view.
Monthly Utilization Show utilization in the Gantt resolution menu in the top-right corner.
Policy Picker in Appointment Change the scheduling policy in the Book Appointment action.
Booking
Policy Picker in Get Candidates Change the scheduling policy in the Get Candidates action.
Polygons - create\update Create and update map polygons.
Polygons - view View map polygons.
Publish custom Gantt filters Share custom filters for appointments on the Gantt.
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Salesforce Field Service Manage Field Service Permissions
Custom Permission Description
Reshuffle Reshuffle appointments from the appointment action menu or when you right-click services on the
Gantt.
Resource Schedule Optimization Optimize a resource’s schedule from the resource action menu.
Schedule Schedule an appointment from the appointment list or from the map.
Service List View - Canceled Show the Canceled appointment list.
Service List View - Contractors Show the Contractors appointment list.
Service List View - Crews Show the Crews appointment list.
Service List View - Exclude Show service appointments that aren’t bundle members in the appointment list.
Bundle Members
Service List View - Flagged Show the Flagged appointment list.
Service List View - Gantt Show the Gantt appointment list.
Service List View - In Jeopardy Show the In Jeopardy appointment list.
Service List View - Rule Violating Show the Rule Violating appointment list.
Service List View - Scheduled Show the Scheduled appointment list.
Service List View - Selected Show the Selected appointment list.
Service List View - Todo Show the Todo appointment list.
Service List View - Unscheduled Show the Unscheduled appointment list.
Streaming API After activating Gantt Live Updates, use the streaming API to send live streaming updates of the
Gantt. When this permission is disabled, users see only Gantt changes timed using the interval defined
in Field Service Settings > Dispatcher Console UI > Timed Updates.
Utilization on Service Territory For the selected Gantt horizon, view utilization percentages for each territory’s workforce.
View resource on secondary STM Show a resource’s secondary territory membership on the Gantt.
Example: To limit the dispatchers who can optimize your schedule so the system isn’t bogged down with optimization requests,
remove custom permissions for bulk actions in the dispatcher console:
• FSL.Bulk Dispatch
• FSL.Bulk Optimize
• FSL.Bulk Schedule
• FSL.Bulk Unschedule
A user with the FSL.Bulk Optimize custom permission sees the Optimize action. Users without it can’t run an optimization. Removing
any of these custom permissions hides the action in the user interface.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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Assign Field Service Page Layouts
The Field Service managed package provides standard object page layouts that include field service
EDITIONS
Visualforce components and Chatter actions. Assign these page layouts to the System Administrator
and Standard User profiles. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Note: If you created your own field service profiles, perform the following steps on those Experience
profiles instead of the standard profiles. The Field Service core
1. From Setup, enter Profiles in the Quick Find box, then click Profiles. features, managed
package, and mobile app
2. Click System Administrator.
are available in Enterprise,
3. In the Page Layouts section, find the Operating Hours object and click View Assignment. Unlimited, and Developer
4. Select all profiles and assign the FSL Operating Hours Layout. Editions.
5. Click Save.
USER PERMISSIONS
6. Repeat the previous steps for the following objects.
• Service Appointment: Assign the FSL Service Appointment Layout To customize the Field
Service managed package:
• Service Resource: Assign the FSL Service Resource Layout
• Customize Application
• Work Order: Assign the FSL Work Order Layout
To assign page layouts:
• Work Order Line Item: Assign the FSL Work Order Line Item Layout • Manage Profiles and
• Work Type: Assign the FSL Work Type Layout Permission Sets
7. Save your changes.
8. Repeat the previous steps for the Standard User profile.
Set Up Service Territories, Operating Hours, and Shifts for Field Service
Create service territories to track the places where your team performs field service work. Assign
EDITIONS
regular operating hours to each service territory to indicate when work can be performed. Create
shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule. Available in: both Salesforce
Classic (not available in all
Create Service Territories for Field Service orgs) and Lightning
Organize your field service workforce by creating service territories from Guided Setup or from Experience
the Service Territories tab. Tailor these territories to represent geographic regions—such as The Field Service core
cities, counties, or neighborhoods—or functional areas such as field sales and field service, features, managed
depending on your business needs. For utility customers, service territories can include specific package, and mobile app
business units such as Gas or Electric. The territory location is stored in the address section. If are available in Enterprise,
you plan to build out a hierarchy of service territories, create the highest-level territories first. Unlimited, and Developer
Editions.
Create Operating Hours for Field Service
Set operating hours to make sure your field service workforce is available for appointments
during their working hours. Define customer availability so that appointments are scheduled
when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to
enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved
satisfaction.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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Set Up Shifts for Field Service
Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff.
Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the Field Service
managed package is installed, scheduling and optimization considers shifts assigned to service resources as availability for assigned
work in addition to the service resource’s Operating Hours on their Service Territory or Territory Member record.
SEE ALSO:
Set Up Your Field Service Workforce
Create Service Territories for Field Service
USER PERMISSIONS EDITIONS
To create service territories: Create on service territories Available in: both Salesforce
Classic (not available in all
To view service territories and the Service Read on service territories
orgs) and Lightning
Territories tab:
Experience
To edit service territories: Edit on service territories
The Field Service core
To delete service territories: Delete on service territories features, managed
package, and mobile app
To view service territory locations: Read on service territories are available in Enterprise,
To create, update, or delete service territory Edit on service territories Unlimited, and Developer
locations: Editions.
To view service territory members: Read on service territories
To create, update, or delete service territory Edit on service territories
members:
Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these
territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field
service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or
Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level
territories first.
Before you start, make a list of the territories you want to create and who works in each territory. To keep scheduling straightforward,
try to create territories with no more than 50 mobile workers assigned to them. Review Guidelines for Creating Service Territories for
Field Service.
You can organize service territories into hierarchies of up to 10,000 territories. We recommend creating the highest-level territories first.
For example, create a San Francisco Bay Area territory with four child territories: Peninsula, North Bay, South Bay, and East Bay.
If the Field Service managed package is installed, use Guided Setup to quickly create your service territories.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Go to Guided Setup. When you launch guided setup, your Field Service permission sets are scanned to make sure that they’re
up-to-date. You see a message if you’re missing a necessary permission.
3. Click Create Service Territories.
4. Create your territories one by one. Click a territory name to update its name, operating hours, address, and travel time buffer.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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5. Operating hours indicate the working hours of mobile workers in the territory. Territory members use these hours unless different
hours are specified on their service territory member records. Use the lookup to select existing operating hours, or click New
Operating Hours to create your own.
To create more complex or varying time slots, save your new operating hours and click Open Operating Hours Record below the
Operating Hours field. Then, customize your time slots in the Time Slots related list.
To avoid issues with appointment booking, always specify a time zone on your operating hours.
6. To account for activities other than driving, such as unloading technical gear, walking time in a building complex, or finding parking,
define a travel time buffer. Valid values are 0 to 120 minutes. When an appointment in this territory is scheduled, or when the schedule
changes, the buffer is added to the estimated travel time of the assigned resource. Defining a value for a territory overrides the travel
time buffer you define when setting up routing on page 138.
Travel time buffers are available only when you’re using Enhanced Scheduling and Optimization.
Note: The buffer doesn’t affect:
• Consecutive appointments that don’t have travel times, including appointments that are offsite or at the same site.
• Estimated travel times of capacity-based resources.
7. Drag territories within the list to create a hierarchy.
8. To update additional fields on a service territory or attach files, select the territory name and click Open Service Territory Record.
If the managed package isn’t installed, create and manage service territories from the Service Territories tab.
Guidelines for Creating Service Territories for Field Service
Learn how to use service territories to track where your field service team works and to organize your field workforce.
SEE ALSO:
Service Territory Fields for Field Service
Guidelines for Creating Service Territories for Field Service
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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Guidelines for Creating Service Territories for Field Service
Learn how to use service territories to track where your field service team works and to organize
EDITIONS
your field workforce.
Available in: both Salesforce
Why Territories Are Important Classic (not available in all
orgs) and Lightning
The way in which Service Territories are created - what they represent, whether a geography, line Experience
of business, or both, and which and how many Service Resources they include - impact several
areas of Field Service. Service Territories dictate how Service Resources are viewed within the The Field Service core
Dispatch Console, scheduling processes, dispatching processes, optimization processes, and more. features, managed
package, and mobile app
are available in Enterprise,
Service Territories Unlimited, and Developer
Use the Guided Setup or the Service Territories tab to create service territories representing Editions.
geographic or functional areas, such as cities or lines of business.
Service territories can be associated with other territories as part of a hierarchy, which is helpful for grouping purposes. Service territory
hierarchies can contain up to 10,000 territories. For example, a utility company can have Gas and Electric functional territories, with
geographic child territories such as Gas - Northern CA.
Not all service territories in the hierarchy require service resources. For example, some territories serve only as a form of grouping child
territories, and resources are members of the lower-level territories only. For example, Gas - Northern, CA can have resources within it,
but the Gas parent territory doesn’t. For lower-level service territories that include service resources, you must add an address on the
service territory record. The address represents the general location of the service territory and where resources are leaving from and
returning to at the start and end of their work day. This address is the home base, used for travel calculation at the start and end of the
service resource's day. The home base can be, for example, a depot. If a resource leaves from a different location, such as their home,
that address can be defined on their Service Territory member record and used instead of the address on the service territory when
scheduling for that particular service resource.
Note: If your company provides service across multiple time zones, ensure that territories created don’t encompass geographies
that span multiple time zone. For example, Kentucky includes multiple time zones. Instead, create separate territories such as
Eastern Kentucky and Western Kentucky. Associate each territory with map polygon KML records that define geographical boundaries
aligning with the time zone line. This practice is critical to ensure that when you’re scheduling work, the scheduled times are
always set and communicated in the local time zone of both the customer and the technicians.
Note: Most Field Service customers adopt a private org-wide default sharing model for service territories, service resources, and
service appointments. This approach ensures that record access is granted on a need-to-know basis. Salesforce Field Service offers
out-of-the-box sharing capabilities that facilitate appropriate access when a private sharing model is in place. Specifically, service
resources and service appointments associated with a service territory are shared with dispatchers responsible for managing that
service territory. This sharing functionality is achieved through the use of public groups, User Territory records, and the user territory
scheduled job. See Limit Access to Field Service Records
If your primary and secondary service territories have the same operating hours, you don’t need to apply the operating hours to
both territories. It’s sufficient to set only the primary service territory operating hours and leave the secondary service territory
Operating Hours field empty.
Territory Size
The size of your service territories has a significant impact on scheduling, optimization, and dispatching. If a service territory is too large
and many service resources and dispatchers are assigned to it, optimization and dispatching become cumbersome. Try to stay within
these suggested limits when designing your service territories:
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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• Up to 50 service resources per service territory
• Up to 1,000 service appointments per day per service territory
• Up to 20 qualified service resources per service appointment
Service Territory Members
Service territory members are service resources who work within the territory. Associating them with a territory ensures that they’re
assigned to appointments near their home base.
Note: Service territory members must have their home base location geocoded so that the scheduling engine knows the resource’s
start and end points.
Assign service resources to service territories in the Service Territories related list on the resource detail page or the Service Territory
Members related list on the territory detail page. Use the Type field to indicate whether the territory is a primary, secondary, or relocation
territory for the resource. Scheduling and optimization is supported only for service territories with at least one primary service territory
member.
• The primary territory is typically the territory where the resource works most often—for instance, near their home base. Resources
can have only one primary territory. If a Match Territory work rule is included in the applied scheduling policy, the resource can be
assigned only to appointments in their primary or relocation territories.
• Secondary territories are territories where the resource can be assigned to appointments if needed. A resource can have more than
one secondary territory.
• Relocation territories represent temporary moves and, during their active dates, serve as the primary territory during scheduling. If
a Working Territories work rule is included in the applied scheduling policy, the resource can also be assigned to appointments in
their secondary territories.
• If you aren’t using Enhanced Scheduling and Optimization, secondary territory memberships must be identical to, or contained
within, the primary territory membership for a particular time and resource. If the secondary territory memberships aren't fully covered
by a primary territory membership, availability applies only to the overlapping period.
Membership Start and End Times
Follow these best practices to avoid issues during scheduling and optimization.
• Service territory memberships should be 24 hours or longer.
• Service territory memberships should start and end at the same hour, and shouldn’t fall inside the operating hours listed on the
membership record (or if no hours are listed, on the service territory). This way, there’s no question about the resource’s availability
on their first day as a member of the territory. For simplicity, we recommend using midnight (00:00). For example:
– Start Date: 1/12/2019 00:00
– End Date: 3/12/2019 00:00
Note: We recommend using 00:00 because it aligns with Field Service’s default Start of Day, which is 00:00. However, you
can set a custom Start of Day on Service Resource Availability work rules if the default doesn’t make sense—for example, if
your team typically works night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click Field Service
Settings > Scheduling and select Set the hour that starts a new day based on the Availability rule(s). If the applied
scheduling policy uses a custom Start of Day, set your service territory memberships to start and end at that time rather than
at midnight.
• During scheduling and optimization, Field Service uses the service territory member’s own time zone—set on the user record—to
interpret the territory membership start and end times. If the user’s time zone differs from the service territory’s time zone, adjust
the membership start and end time accordingly. For example, if the user’s time zone is 3 hours behind the service territory’s time
zone, set the territory membership start time to 3:00 rather than 00:00.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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• If you're using optimization, service territory memberships can't be longer than three years. If you need a service territory membership
to be longer than three years, keep the End Date fields blank.
Deleting Service Territories
You can’t delete a service territory with service appointments. If you try to delete it, you’re prompted to assign the appointments to a
different territory.
If you delete a service territory with members, the service resources who were members no longer have a connection to the territory.
Deleting Service Territory Memberships
Service resources without a primary service territory membership aren’t considered in scheduling or optimization and their associated
service appointments aren’t automatically unscheduled or reassigned. When deleting a primary service territory membership, you need
to unschedule future service appointments for the service resources that no longer have a primary service territory membership to ensure
these service appointments can be reassigned to a different resource with a valid primary service territory membership.
Locations to Service Territories
Associate location records with service territories from the Service Territory Locations related list. Add site, plant, and warehouse locations
to the service territory in which they’re located. Add mobile locations, like vans, to the service territories where they can be used for field
service work.
SEE ALSO:
Service Territory Fields for Field Service
Create Operating Hours for Field Service
USER PERMISSIONS EDITIONS
To view operating hours and time slots: Read on operating hours Available in: both Salesforce
Classic (not available in all
To create operating hours: Create on operating hours
orgs) and Lightning
To assign operating hours to service Edit on service resources Experience
resources:
The Field Service core
To assign operating hours to service Edit on service territories features, managed
territories: package, and mobile app
are available in Enterprise,
To assign operating hours to accounts: Edit on accounts Unlimited, and Developer
To update, create, or delete time slots: Edit on operating hours Editions.
To assign holidays to operating hours: Edit on operating hours
Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer
availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and
entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce
and customer availability for improved satisfaction.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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We recommend creating operating hours in Guided Setup—a Field Service managed package feature—to save time and gain visibility
into how they’re used. Operating hours are an element of the following Guided Setup steps.
• Create Service Territories
• Create Service Resources
• Customize Appointment Booking
You can also create and manage operating hours from the Operating Hours tab, outside of Guided Setup. By default, only System
Administrators can view, create, and assign operating hours. Also, operating hours aren’t available in the Organization-Wide Default
Sharing Settings.
Operating hours are composed of time slots, which are managed from the Time Slots related list on an operating hours record. Time
slots can vary by day. A day can have multiple time slots, but they must be adjacent for the hours to be respected during optimization.
For example, an operating hours record can have the following time slots.
• Monday, 9 AM to 5 PM
• Tuesday, 9 AM to 5 PM
• Wednesday, 6 AM to 12 PM and Wednesday, 12 PM to 6 PM
• Thursday, 9 AM to 5 PM
• Friday, 9 AM to 5 PM
If a resource is unavailable during the day at a specific time slot, you must indicate this using Resource Absence, and not split availability.
For example, if a service resource is available on Wednesday, 6 AM to 12 PM, and again from 1 PM to 6 PM, then extend availability from
6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM.
Each operating hours record is associated with a time zone, which ensures that scheduling and optimization work properly. For
appointment booking hours, Field Service uses the time zone listed on the operating hours of the service appointment’s service territory.
This way, one operating hours record can be used to represent appointment booking windows across your customer base.
Note: If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the
search bar to find territories that aren't selected. 24-hour operating hours coverage isn't supported for mobile workers and
capacity-based resources.
Assigning Operating Hours to Service Resources
A service resource’s hours can vary depending on the service territory where the resource is working. Service resources therefore have
unique operating hours for their primary and secondary territories. Service territory members automatically use their service territory’s
operating hours, although the Operating Hours field on the service territory member record appears blank. If a resource needs different
operating hours than their territory, assign them separate operating hours on their service territory member record.
To view a service territory member record, click the member number in one of the following related lists.
• Service Territory Members list on the service territory
• Service Territories list on the service resource
Operating hours listed on a secondary territory member record are respected during scheduling only if:
• They’re identical to or contained within the resource’s primary territory membership’s hours if you aren’t using Enhanced Scheduling
and Optimization.
• Respect secondary STM operating hours is selected. From the App Launcher, find and select the Field Service Admin app. Go to
Field Service Settings > Scheduling > General Logic.
Otherwise, the primary service territory operating hours are used.
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For example, suppose Shelly has a primary and secondary service territory. Her Monday hours are 12:00 PM to 5:00 PM in the primary
territory, but 9:00 AM to 5:00 PM in the secondary territory. When she’s being scheduled to a Monday service appointment in the
secondary territory, her primary hours are used because they’re more restrictive.
When you aren’t using Enhanced Scheduling and Optimization, secondary operating hours don’t contribute to resource availability
because they’re always fully contained in the primary operating hours. When you’re using Enhanced Scheduling and Optimization,
because secondary operating hours don’t need to be fully contained, operating hours on secondary service territories adds resource
availability. You can increase resource utilization and reduce response time by enabling your resources to service multiple time zones
in one shift. Set operating hours on secondary service territories in various time zones to maximize resource availability. For example, a
mobile worker can service adjacent cities in different time zones. Or, a service resource can provide technical assistance from a call center
to New York, Tel Aviv, London, and Sydney.
For example, Melissa has Columbus, GA, as her primary service territory with 9:00 AM to 5:00 PM operating hours and has a secondary
service territory Phenix City, AL, also with 9:00 AM to 5:00 PM operating hours. Columbus, GA is in a time zone that’s 1 hour ahead of
Phenix City, AL. Melissa's availability is calculated from each respective territory's operating hours such that Melissa is available to work
for 9 hours overall. During the first hour of her shift, Melissa services only Columbus, GA, while for the next 7 hours, she covers both
territories. During the last hour of her day, Melissa services only Phenix City, AL.
Enforcing Operating Hours
If the Field Service managed package isn’t installed, operating hours serve as a suggestion rather than a rule. If the managed package is
installed, here’s how operating hours affect scheduling.
• During schedule optimization, service resources are assigned only to appointments that fall within the operating hours listed on
their service territory member record or, if none is listed, on the primary service territory record.
• The Field Service - Service Appointment Visiting Hours work rule type ensures that a customer’s appointments fall within their
account’s operating hours. Add a work rule of this type to any scheduling policy. When you’re using Enhanced Scheduling and
Optimization, visiting hours use the time zone of the operating hours record or the time zone of the service appointment’s service
territory, depending on your defined setting. When you’re not using Enhanced Scheduling and Optimization, visiting hours use the
time zone of the service territory.
Note: Create Apex triggers that limit time slot settings. For example, restrict the start and end times on time slots to half-hour
increments, or prohibit end times later than 8 PM.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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Setting Up Operating Hours for Contractors
For contractors who work regularly and are using our per-user-per-month Contractor or Contractor Plus Licenses, scheduling works the
same as for any other regular user. For contractors who work less frequently, it can be more cost-effective to use our Contractor or
Contractor Plus login-based licenses. Set up operating hours by assigning shifts instead of using standard operating hours, so it doesn’t
look like your contractors are always available for work.
To ensure 24-hour operating hour coverage for capacity-based resources, define their time slots to start at 12:00 AM and to end at 23.59,
enabling the resources to be considered as continuously available.
To use shifts on page 408 to set availability, first assign operating hours to the service resource’s territory membership (from the service
resource’s Related tab). Otherwise, the system defaults to assigning the contractor the operating hours for that service territory. Then,
assign them shifts on the days they work, whether that’s recurring or only a few times per year. If the shift spans for more than 1 day,
contractors can be assigned to appointments that take place at any time during their shift, ensuring 24-hour coverage.
Adding Holidays to Operating Hours
Modify operating hours by adding holidays, which represent closures or important dates. Holidays appear as unavailable time in the
dispatcher console, and an icon near the date displays holiday details. The shift schedule view also shows holidays as unavailable time.
But you can add availability with a shift marked as a holiday shift. Holiday shifts let you assign mobile workers to holiday dates that would
otherwise be blocked off.
You can assign holidays to individual service resources by creating operating hours assigned to the specific service resource. Individualized
operating hours let you adjust a worker's availability based on birthdays, religious holidays, or personal schedules.
To apply holiday logic during schedule optimization, make sure Enhanced Scheduling and Optimization is enabled in Field Service
Settings. Otherwise, holidays are marked on the calendar but don’t impact scheduling.
When you’re using Enhanced Scheduling and Optimization, you can add holidays that represent the time when customers aren’t available
to receive services. These holidays take precedence over the customers’ preferences for operating hours.
For recurring holidays, only the first upcoming holiday is shown on the Gantt and accounted for in scheduling and optimization.
Subsequent holidays show on the Gantt after the first holiday passes.
Guidelines for Creating Operating Hours for Field Service
Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory
or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per
Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating
hours for each scenario.
Add Holidays to Operating Hours
Holidays help you manage the schedule when your business is closed. Create holidays, then add the holidays to your operating
hours. Scheduling and optimization processes can take your holidays into account so that work isn't scheduled.
SEE ALSO:
Guidelines for Creating Operating Hours for Field Service
Operating Hours Fields for Field Service
Time Zones and Appointment Booking
Work Rule Type: Service Appointment Visiting Hours
Guidelines for Setting Up Field Service Contractors
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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Guidelines for Creating Operating Hours for Field Service
Operating hours in Field Service can represent the availability of a mobile worker for scheduled
EDITIONS
work (defined on the Service Territory or Service Territory Member record), appointment booking
arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), Available in: both Salesforce
and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating Classic (not available in all
hours for each scenario. orgs) and Lightning
Experience
When operating hours are They represent... How to configure
associated with... The Field Service core
features, managed
Accounts The customer's availability for Update the Operating Hours package, and mobile app
service appointments. For field on an account with an are available in Enterprise,
example, availability can be an operating hours record that has Unlimited, and Developer
account's normal business Editions.
time slots aligned with when
hours if service appointments the customer is available for
must occur during business service at their location.
hours.
The Operating Hours record is
automatically transferred to the
Visiting Hours field on the Work
Order when a Work Order is
created. This information is
considered when scheduling
an appointment associated
with that Work Order if there is
a Service Appointment Visiting
Hours work rule configured in
the scheduling policy.
Service territories The default working hours for Select operating hours when
the service territory members, creating a service territory in
unless different hours are Guided Setup. Or, update the
specified on a service territory Operating Hours field on the
member record. service territory record.
Service territory members The hours when the member Update the Operating Hours
(a service resource) is available field on a service territory
to work if these hours differ member record.
from the service territory
operating hours.
If the member's availability is
the same as the service
territory, it’s a best practice not
to define separate operating
hours for the service territory
member. In this case, the
service territory's operating
hours govern the resource's
availability.
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Salesforce Field Service Set Up Service Territories, Operating Hours, and Shifts for
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When operating hours are They represent... How to configure
associated with...
Appointment booking The appointment booking arrival windows Select your default operating hours for
offered to customers during scheduling. appointment booking in the Customize
Appointment Booking step in Guided
Setup. Or, from the App Launcher, find and
open the Field Service Admin app, and
then click Field Service Settings > Global
Actions > Appointment Booking. Then,
update the Default Operating Hours field.
The Timezone field on the operating hours
record, used for appointment booking slots,
isn’t considered during scheduling. Instead,
the appointment time slots are assumed to
be in the service territory’s time zone. You're
not required to create multiple appointment
booking operating hours windows for each
time zone where service is offered.
Note: If different appointment booking windows are needed for different level of service, add entitlements to your work orders.
For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours
field on the entitlement, select the appropriate appointment booking window operating hours.
SEE ALSO:
Create Operating Hours for Field Service
Operating Hours Fields for Field Service
Time Zones and Appointment Booking
Work Rule Type: Service Appointment Visiting Hours
Guidelines for Setting Up Field Service Contractors
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Add Holidays to Operating Hours
Holidays help you manage the schedule when your business is closed. Create holidays, then add
EDITIONS
the holidays to your operating hours. Scheduling and optimization processes can take your holidays
into account so that work isn't scheduled. Available in: both Salesforce
Watch the video to see how to add holidays to operating hours to reflect when your business is Classic (not available in all
open. orgs) and Lightning
Experience
Watch a video
The Field Service core
Before you start: features, managed
package, and mobile app
• To use holiday operating hours, ensure that the Operating Hours Holidays related list is on the
are available in Enterprise,
operating hours page layout.
Unlimited, and Developer
• To account for holidays during schedule optimization, Enhanced Scheduling and Optimization Editions.
must be enabled in Field Service Settings. Otherwise, holidays are marked on the calendar but
don’t impact scheduling. Make sure Enhanced Scheduling and Optimization is enabled for each
service territory. USER PERMISSIONS
• For scheduling recurring holidays, only the first upcoming holiday is shown on the Gantt and To add holidays to operating
accounted for in scheduling and optimization. Subsequent holidays show on the Gantt after hours:
the first holiday passes. • Edit on operating hours
1. Create holidays in Setup. To create holidays:
• Manage Business Hours
2. From an operating hours record, go to the Operating Hours Holidays related list and click New.
Holidays
3. Search for and select a holiday, then save your changes.
Note: It can take a few minutes for newly created holidays to appear in the search results.
4. Repeat these steps for each holiday.
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SEE ALSO:
Set Up Support Holidays
Enable Enhanced Scheduling and Optimization
Set Up Shifts for Field Service
Shifts in Field Service let you define variable working periods for your shift-based workforce, such
EDITIONS
as contractors or on-call staff. Create shifts for particular dates and times when you need coverage,
and assign them to service resources. When the Field Service managed package is installed, Available in: Lightning
scheduling and optimization considers shifts assigned to service resources as availability for assigned Experience
work in addition to the service resource’s Operating Hours on their Service Territory or Territory
Member record. The Field Service core
features, managed
package, and mobile app
What Are Shifts? are available in Enterprise,
Shifts let you set up work intervals that vary from day to day or week to week. You can extend Unlimited, and Developer
or replace your operating hours with shifts. Editions.
Create a Job Profile for Shifts When the managed
With Field Service, you can describe different kinds of shifts by using a job profile. To indicate package is installed,
the experience or expertise required for a job, add skills to the job profile. Job profiles and related scheduling and optimization
skill requirements are referenced when you’re using shift-assignment tools, such as the Get consider shift availability.
Candidates shift scheduling action, or when you’re assigning shifts in bulk. For example, a Confirmed shifts appear on
healthcare company can use job profiles to differentiate shifts that require on-call nurse the Gantt.
practitioners from social workers or therapists.
Prepare Your Org for Shift Scheduling
Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a
service resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the
Get Candidates Shift action (not to be confused with the Get Candidates action for assigning service appointments to service
resources) and Mass Shift Update actions to assign shifts to service resources.
Build Repeating Shift Patterns
Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time
and job profile. Then build a pattern that lists the shift templates to use each day.
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What Are Shifts?
Shifts let you set up work intervals that vary from day to day or week to week. You can extend or
EDITIONS
replace your operating hours with shifts.
Available in: Lightning
Shifts Versus Operating Hours Experience
Shifts are similar to operating hours in Salesforce, with some key differences. Operating hours let The Field Service core
you define consistent, ongoing time slots when your team is available. Shifts, by contrast, let you features, managed
define variable time slots that can vary from day to day. You can use both shifts and operating hours package, and mobile app
to assign work, so that you can assign team members to shifts where and when they’re needed. are available in Enterprise,
Unlimited, and Developer
For example, if you use operating hours for your regular weekday hours, you can create shifts to Editions.
define weekend on-call duties. You can use shifts instead of operating hours. For example, you can
create shifts for a workforce of students or contractors who don’t have regular work hours. Make When the managed
sure you define an Operating Hours record with no associated time slots for the service resource's package is installed,
Territory Member records when using shifts instead of operating hours, as Resource Availability scheduling and optimization
considers both operating hours and shifts. consider shift availability.
Confirmed shifts appear on
the Gantt.
Shift Scheduling Versus Service Appointment Scheduling
Shift scheduling and service appointment scheduling are different functionalities. Shift scheduling
assigns ad hoc availability hours to a service resource, while service appointment scheduling assigns work to a service resource. You can
use shifts and shift scheduling in addition to service appointment scheduling.
Field Service includes specific tools and records for assigning shifts, distinct from tools used for scheduling service appointments. To
avoid confusion, learn more about the differences between shift scheduling tools and service appointment scheduling tools.
SHIFT SCHEDULING SERVICE APPOINTMENT SCHEDULING
Scheduling rules in Setup determine which service resource can Work rules associated with scheduling policies determine which
be assigned a shift through shift scheduling tools. service resource can be assigned a service appointment by using
appointment scheduling tools.
Scheduling objectives in Setup determine the best service resource Service objectives associated with scheduling policies determine
to be assigned a shift based on business goals. the best service resource to be assigned a service appointment
based on business goals.
Job profiles determine which skills a service resource must have Work types determine which skills a service resource must have to
to be assigned a shift. be assigned a service appointment as well as other factors such as
duration and due date.
Shift scheduling constraints can be used to limit how many shifts Count work rules can be used to limit how many service
can be assigned to a service resource within a given time frame. appointments can be assigned to a service resource each day.
Shift scheduling tools include the Get Candidates shift assignment Appointment scheduling tools include the Get Candidates and
action, and bulk shift assignment by using the Mass Shift Update Book Appointment actions on the Work Order page layout and
button on the shift list view. other tools for assigning service appointments.
Prerequisites for Using Shifts
Make sure that your Salesforce org meets the following requirements to use shifts.
• You must have at least one service territory.
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• You must have at least one service resource who’s assigned to a service territory.
• To let them create shifts, give your shift and service managers access to view, create, and edit the following objects:
– Shifts
– Job Profiles
– Service Territories
– Service Resources
– Service Territory Memberships
• To select job profiles when you create shifts, add the Job Profile field to shift layouts.
• To select recordset filter criteria when you create shifts, add the Recordset Filter Criteria field to shift layouts. Give users access to
view the Recordset Filter Criteria object.
Limitations for Shift Management
• Scheduling and optimization features in the managed package don’t consider job profiles.
• On the Shifts tab, you can’t use the quick search box to filter.
• The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting the
filter type instead, for example by using the does not contain operator.
SEE ALSO:
Prepare Your Org for Shift Scheduling
Manage Field Service Shifts
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Create a Job Profile for Shifts
With Field Service, you can describe different kinds of shifts by using a job profile. To indicate the
EDITIONS
experience or expertise required for a job, add skills to the job profile. Job profiles and related skill
requirements are referenced when you’re using shift-assignment tools, such as the Get Candidates Available in: Lightning
shift scheduling action, or when you’re assigning shifts in bulk. For example, a healthcare company Experience
can use job profiles to differentiate shifts that require on-call nurse practitioners from social workers
or therapists. The Field Service core
features, managed
1. From the App Launcher, click Job Profiles. package, and mobile app
2. Click New. are available in Enterprise,
Unlimited, and Developer
3. Enter a name and description for the job profile.
Editions.
4. Associate skills with the job profile.
When the managed
a. In the Related tab, next to Skill Requirements, click New. package is installed,
b. Select the skill and skill level that are required for the job profile. The skills available are scheduling and optimization
based on your settings in Setup. You can also create skills. consider shift availability.
Confirmed shifts appear on
c. Click Save. the Gantt.
To continue adding skills, repeat these steps.
5. Click Save. USER PERMISSIONS
To view, create, and update
SEE ALSO: shifts and job profiles
What Are Shifts? • View, create, and edit on
Assign Shifts and Update the Status in Bulk Shifts, Job Profiles,
Service Territories,
Find Shift Candidates Service Resources,
Create Skills for Field Service Service Territory
Memberships
Prepare Your Org for Shift Scheduling
Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a service
resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the Get Candidates
Shift action (not to be confused with the Get Candidates action for assigning service appointments to service resources) and Mass Shift
Update actions to assign shifts to service resources.
When you assign shifts to service resources, Field Service includes specific tools and records used exclusively for assigning shifts, distinct
from tools used for scheduling service appointments.
• Scheduling Rules (Setup): Determine how shifts are assigned based on predefined criteria.
• Scheduling Objectives (Setup): Help prioritize the assignment of shifts to meet certain goals.
• Job Profiles: Define the roles and responsibilities suitable for certain shifts.
• Skill Requirements (for Job Profiles) - Make sure that service resources have the necessary skills for the shifts that they’re assigned
to.
• Shift Scheduling Constraints: Limit when and how service resources can be scheduled for shifts.
• Get Candidates shift assignment action: Helps identify the most suitable service resources for available shifts.
These records and actions share similar naming but serve a different purpose to the work rules, service objectives, and skill requirements
associated with work orders and work order line items. The same applies to the Get Candidates action used for scheduling service
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appointments (work) to service resources. Each set of tools serves a unique purpose within Field Service to streamline the scheduling
process.
Note: Shifts and shift scheduling (assigning ad hoc availability hours to a service resource) is a different concept from service
appointment scheduling (assigning work to a service resource) in Field Service. Many Salesforce Field Service customers use Field
Service only to assign service appointments to their workforce and don’t use shifts or shift scheduling. However, some companies
use shifts and shift scheduling.
Create a Scheduling Objective for Shifts
Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business
goals to the scheduling process.
Create a Scheduling Rule for Shifts
Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own
scheduling rules.
Scheduling Rule Types
Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it
checks your rules.
Add Shift Scheduling Constraints
Scheduling constraints are records that are defined on the service resource or service territory. They set the limit for how many shifts,
in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service
resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found,
the rule looks for a scheduling constraint on the service territory.
SEE ALSO:
Assign and Update Field Service Shifts
What Are Shifts?
Prepare Your Org for Shift Scheduling
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Create a Scheduling Objective for Shifts
Planners and administrators can optimize the shift scheduling process by adding Scheduling
EDITIONS
Objectives, which apply various business goals to the scheduling process.
Create scheduling objectives that reflect your shift scheduling goals. When a planner schedules Available in: Lightning
shifts for service resources, the shift scheduling engine gives each objective equal weight. For each Experience
objective, potential service resources are assigned a score to reflect how well the objective is met.
The Field Service core
The service resource with the highest score is prioritized for shift scheduling.
features, managed
1. Access the Scheduling Objectives page. package, and mobile app
are available in Enterprise,
a. From Setup, in the Quick Find box, enter objectives, and then select Scheduling
Unlimited, and Developer
Objectives.
Editions.
From the Scheduling Objectives page, you can:
• Select, customize, or create your own view of the data. When the managed
package is installed,
• Create, edit, and delete scheduling objectives. scheduling and optimization
consider shift availability.
2. Create a Scheduling Objective. Confirmed shifts appear on
a. From the Scheduling Objective page, click New. the Gantt.
b. Enter a name and description.
c. Select the Scheduling Objective Type.
USER PERMISSIONS
We predefine these objective types. To set scheduling objectives:
• Service Resource (Agent) Preference—Service resource preferences allow you, the • Field Service Standard
agent, to take ownership of your schedule. Each agent can define service resource AND
preferred working hours as operating hours in the Preferences related list in the service Customize Application
resource records. When planners schedule shifts, Field Service shift scheduling tools
consider each service resource's availability preference when identifying candidates for
shifts.
For example, a service resource can work from 8:00 AM to 8:00 PM every day of the week, but prefers working on weekdays.
You can create an operating hours record with time slots as weekdays, from 8:00 AM to 8:00 PM. Associate the record to the
service resource via a related Service Resource Preference record to make sure the shift scheduling engine takes the preference
into consideration.
• Balance Shifts— Scheduling balances the number of shifts across agents within the specified time period.
• Balance Non-Standard Shifts—Scheduling balances the number of non-standard shifts across agents within the specified
time period.
d. Save your work.
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3. To edit a scheduling objective, open the dropdown action menu and select Edit.
4. To delete a scheduling objective, open the dropdown action menu and select Delete.
SEE ALSO:
Assign and Update Field Service Shifts
What Are Shifts?
Prepare Your Org for Shift Scheduling
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Create a Scheduling Rule for Shifts
Create rules that define which shifts are to be assigned to which service resources. You can use the
EDITIONS
default rules, or create your own scheduling rules.
To create a scheduling rule: Available in: Lightning
Experience
1. From Setup, in the Quick Find box, enter rules, and then select Rules.
2. To create a new listview: The Field Service core
features, managed
a. Click the gear icon, and select New. package, and mobile app
b. Name your listview, and select who can view it. are available in Enterprise,
Unlimited, and Developer
c. Save your changes.
Editions.
3. To create a scheduling rule, click New. When the managed
4. Name your scheduling rule and select a Scheduling Rule Type. package is installed,
scheduling and optimization
Note: You can ignore the Match Queue rule type. consider shift availability.
Confirmed shifts appear on
5. Fill out the fields on the form and save your work. the Gantt.
Shift scheduling tools, including Get Candidates, batch assignment, and mass shift update, then
evaluate service resources against the defined scheduling rules to identify which resources are USER PERMISSIONS
eligible to be assigned specific shifts.
To create scheduling rules:
There are five default rules that you can use as examples. The default rules are turned off until you
• Field Service Standard
enable them.
AND
• Availability—only assign a service resource with availability.
Customize Application
• Match territory—only assign shifts with a service territory that matches the service resource’s
service territory for the time period of the shift. The service resource can be primary, secondary,
or relocation service territory members.
• Match skill—only assign shifts if the service resource’s skills match the job profile skills.
• Enforce work limits—limit the number of work hours per day, week, or month, or limit the number of shifts per day, week, or month.
Define work limits in the Scheduling Constraint tab.
• Limit nonstandard shifts—Use the Non-Standard checkbox on shifts and shift templates to flag undesirable shifts to limit how many
non-standard shifts are assigned to each resource per month. For example, if the limit is two then a resource assigned to two
non-standard shifts won’t be assigned to a third.
SEE ALSO:
Assign and Update Field Service Shifts
What Are Shifts?
Prepare Your Org for Shift Scheduling
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Scheduling Rule Types
Scheduling rules help match service resources to shifts. When the scheduling logic looks for service
EDITIONS
resources to assign to shifts, it checks your rules.
Available in: Lightning
Scheduling Rule Type Description Experience
Availability Checks if the service resource is available to be The Field Service core
assigned to a shift. The Availability rule checks features, managed
for the following conditions: package, and mobile app
• The shift doesn’t overlap with an existing are available in Enterprise,
shift. Unlimited, and Developer
Editions.
• No resource absence is scheduled.
• The operating hours on the primary territory When the managed
package is installed,
align with the shift duration.
scheduling and optimization
consider shift availability.
Limit Non-Standard Shifts Checks if the service resource has reached the
Confirmed shifts appear on
monthly limit for non-standard shifts. Specify
the Gantt.
the limit in a scheduling constraint on each
service resource or service territory.
Match Skills Checks if the service resource has the
appropriate skills to be assigned to the shift. Skill
levels aren’t considered.
Match Queues Checks if the service resource is a member of
the appropriate queue to be assigned to the
shift.
Match Territory Required: Checks if the service resource belongs
to the shift’s territory.
Work Limit Checks if the service resource can handle the
work unit maximum. You decide if the work unit
max is measured in hours or shifts; choose a
specific scheduling constraint to define the type
of work required; and decide if the max is per
day, week, or month. You can create custom
scheduling constraints.
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Add Shift Scheduling Constraints
Scheduling constraints are records that are defined on the service resource or service territory. They
EDITIONS
set the limit for how many shifts, in units or hours, can be assigned to a resource over a given time
period (for example a day, week, or month). To match service resources to shifts, the work limit-type Available in: Lightning
scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule Experience
looks for a scheduling constraint on the service territory.
The Field Service core
Define a scheduling constraint for each service resource, either on the service resource record or
features, managed
on the service territory. If you don’t know what limits to set, it’s OK to set up constraints with empty package, and mobile app
values. are available in Enterprise,
Note: You can create up to 50 scheduling constraints. Unlimited, and Developer
Editions.
1. Open Scheduling Constraints in the App Launcher.
When the managed
2. Click New. package is installed,
scheduling and optimization
3. Name your scheduling constraint, then fill out the related details.
consider shift availability.
4. Save your changes. Confirmed shifts appear on
5. Open Service Resources or Service Territories from the App Launcher. the Gantt.
6. Open the Service Resource or Service Territory where you want to add a constraint.
7. In the Scheduling Constraints field, add your constraint, and save your changes.
Build Repeating Shift Patterns
Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create
EDITIONS
templates that define the start time and job profile. Then build a pattern that lists the shift templates
to use each day. Available in: Lightning
Your team can use the New from Pattern action to quickly create shifts from templates. First, you Experience
build the templates and shift patterns.
The Field Service core
Example: Example 1: Daily Delivery Shifts features, managed
package, and mobile app
Build a daily pattern of shift templates for your delivery workers. For example, a restaurant are available in Enterprise,
has a morning, afternoon, and evening delivery shift. Unlimited, and Developer
First, add shift templates with the following details: Editions. Shift Scheduling
and Workforce Engagement
Template Name Job Profile Start Time Duration are available in Enterprise,
Performance, and
Delivery, Morning Food delivery 6:00 AM 8 Unlimited Editions.
Delivery, Afternoon Food delivery 12:00 PM 8
Delivery, Evening Food delivery 4:00 PM 8
Next, create a shift pattern.
Field Value
Shift Template Name Daily delivery shifts
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Field Value
Pattern Length 1
For the shift pattern entries, add the morning, afternoon, and evening delivery shift templates. Because the pattern is for a single
day, the Day Position is one for each of the templates. When the shifts are created, you can optionally assign a service territory and
service resource to the shifts. You can’t assign multiple territories or resources, so we recommend keeping the patterns fairly simple.
Example: Example 2: Weekly Regular Hours
Build a five- or seven-day pattern of shift templates for your regular hours. A hotel staffs a front desk clerk each day from 8:00 AM
to 4:00 PM and from 4:00 PM to 12:00 AM. On Thursday, Friday, and Saturday there’s an extra shift from 12:00 PM to 8:00 PM.
First, add shift templates with the following details:
Template Name Job Profile Start Time Duration
Desk, Morning Front desk 8:00 AM 8
Desk, Evening Front desk 4:00 PM 8
Desk, Weekend Surge Front desk 12:00 PM 8
Next, create a shift pattern.
Field Value
Shift Template Name Front desk shifts, Weekly (Monday)
Pattern Length 7
For the shift pattern entries, add the morning, afternoon, and weekend shift templates.
• Add the morning shift seven times, iterating through the day positions 1 through 7.
• Add the evening shift seven times, iterating through the day positions 1 through 7.
• Because the pattern starts on Monday, add the weekend surge shifts for Day Position four, five, and 6.
You now have a shift pattern that creates 17 shifts per week.
Create Shift Templates
Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time,
and job profile.
Create Shift Patterns
Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts
from templates.
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Create Shift Templates
Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts
EDITIONS
such as the duration, start time, and job profile.
1. From the App Launcher, click Shift Templates. Available in: Lightning
Experience
2. Click New.
3. Enter a name and description for the template. The Field Service core
features, managed
4. Enter the start time and duration. package, and mobile app
5. Optionally, select a job profile. are available in Enterprise,
Unlimited, and Developer
6. Save the template.
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To view, create, and update
shift templates
• View, create, and edit on
Shift Templates,
AND
View on Job Profiles,
Service Territories
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Create Shift Patterns
Create shift patterns that store commonly used sets of shifts. Your team can use the New from
EDITIONS
Pattern action to quickly create shifts from templates.
1. From the App Launcher, select Shift Patterns. Available in: Lightning
Experience
2. Click New.
3. Enter a name and description for the pattern. The Field Service core
features, managed
We recommend that you include key details in the shift pattern name. For example, you can
package, and mobile app
include in the intended start day of a multi-day pattern such as Weekly Regular Hours are available in Enterprise,
(Monday). Unlimited, and Developer
4. Click Save. Editions. Shift Scheduling
and Workforce Engagement
5. Switch to the Related tab. are available in Enterprise,
6. Find the Shift Pattern Entries related list and add the appropriate shift templates. Performance, and
Unlimited Editions.
7. To add a template, click New and then fill out the form fields.
To create multiple shifts per day with the same details, you can add the same template multiple
times. You can also add the same template to different days of the week by changing the day USER PERMISSIONS
position. To view, create, and update
shift patterns
• View, create, and edit on
Shifts, Shift Patterns, Shift
Pattern Entries
8. Make sure that the shift templates and the shift pattern are active.
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Salesforce Field Service Set Up Work Order Management for Field Service
Set Up Work Order Management for Field Service
A work order represents work to be performed on your customers’ products. Customize your work
EDITIONS
order settings and create time-saving templates called work types.
Available in: both Salesforce
Create Work Types for Field Service Classic (not available in all
Chances are, your business performs the same tasks for multiple customers. Work types are orgs) and Lightning
templates that save you time and make it easier to standardize your field service work. Experience
Customize Work Order Settings for Field Service The Field Service core
To control how your team works with work orders and work types, customize page layouts and features, managed
assign user permissions. package, and mobile app
are available in Enterprise,
Set Up Knowledge for Work Orders Unlimited, and Developer
Attach knowledge articles to Field Service work orders, work order line items, and work types Editions.
to share guidelines and specs with mobile workers in the field. Learn how to customize page
layouts to let your team view or manage attached articles, also known as linked articles.
Set Up Path for Field Service
To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line
items, and service appointments.
Setup for Maintenance Work Rules
For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage of Field Service maintenance
work rules.
SEE ALSO:
Manage Field Service Work Orders
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Salesforce Field Service Set Up Work Order Management for Field Service
Create Work Types for Field Service
Chances are, your business performs the same tasks for multiple customers. Work types are templates
EDITIONS
that save you time and make it easier to standardize your field service work.
Before you start, make a list of the work types you want to create. For example, a heater installation Available in: both Salesforce
company can create work types names Install Heater, Repair Heater, and Replace Heater. List the Classic (not available in all
skills and parts required to complete each task, estimate how long that type of work takes to orgs) and Lightning
complete, and attach any knowledge articles to it such as specs or guidelines. Experience
If the Field Service managed package is installed, use Guided Setup to quickly create your work The Field Service core
types. features, managed
package, and mobile app
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field
are available in Enterprise,
Service Settings tab.
Unlimited, and Developer
2. Click Go to Guided Setup. When you launch guided setup, your Field Service permission sets Editions.
are scanned to make sure that they’re up-to-date. You see a message if you’re missing a necessary
permission.
USER PERMISSIONS
3. Click Create Work Types and Skills.
To create work types:
4. Enter a name to create a work type, and update the Name, Description, Due Date Offset, and
• Create on work types
Estimated Duration.
To apply work types to work
Note: Hover over each field’s info icon for help with filling it out. orders or work order line
items:
5. Select Auto-Create Service Appointment to generate a child service appointment when a • Edit on work orders
work order or work order line item is created from the work type.
6. Optionally, add required skills to represent the expertise or certification needed to complete
the work. You can add a skill level from the work type’s Skill Requirements related list, outside of Guided Setup.
7. To update additional fields and add supporting records, select a work type in the list and click Open Work Type Record.
8. To apply a work type to a work order or work order line item, select the work type in the Work Type field on the record when creating
it. When you add a work type, the record inherits settings from the work type.
If the managed package isn’t installed, create and manage work types from the Work Types tab.
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Guidelines for Creating Work Types for Field Service
Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products,
auto-created service appointments, and attaching knowledge articles.
Create Skills for Field Service
Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders,
and work order line items to indicate the skills needed to complete the work. If you select the Match Skill Level field in the Match
Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.
SEE ALSO:
Work Type Fields for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
Attach Knowledge Articles to Work Orders or Work Types
Track Required Inventory in Field Service
Trailhead: Field Service Center Customization
Guidelines for Creating Work Types for Field Service
Work types help you standardize your field service processes. Learn about inherited work type
EDITIONS
settings, required skills and products, auto-created service appointments, and attaching knowledge
articles. Available in: both Salesforce
Work orders and work order line items that contain a value in the Work Type field inherit the following Classic (not available in all
values from their work type: orgs) and Lightning
Experience
• Duration
• Duration Type The Field Service core
features, managed
• Required skills (found in the Skill Requirements related list)
package, and mobile app
• Required products (found in the Products Required related list) are available in Enterprise,
• Linked articles (found in the Articles related list) Unlimited, and Developer
Editions.
Service appointments with a value in the Work Type field inherit their work type’s Duration and
Duration Type.
Note: If a work type is updated on a work order or service appointment, the derived values, for example, skills and duration, aren’t
automatically updated unless no values were initially set. Also, updating a work type after it’s been assigned to a work order or
service appointment doesn’t automatically update the derived properties.
You can update a record’s settings after they’re inherited from the work type.
Skill Requirements
Skill requirements on work types represent the skills that are needed to complete the work. Work orders and work order line items inherit
their work type’s skill requirements. Define required skills in the Skill Requirements related list.
You can enforce skill requirements during schedule optimization using the Match Skills work rule in a scheduling policy. If you’re not
using the Field Service managed package, skill requirements serve as a suggestion rather than a requirement.
If you add a work type to an existing work order, the work order only inherits the skill requirements if the work order didn’t yet have any.
Similarly, updating a work type’s skill requirements doesn’t affect work orders that were already created using that work type.
The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s skill requirements.
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Salesforce Field Service Set Up Work Order Management for Field Service
Note: Customizations to skill requirements, such as validation rules or Apex triggers, aren't carried over from work types to work
orders and work order line items.
Required Products
Required products on work types represent the products that are needed to complete the work. Work orders and work order line items
inherit their work type’s required products. Define required products in the Products Required related list.
If you add a work type to an existing work order, the work order only inherits the required products if the work order didn’t yet have any.
Similarly, updating a work type’s required products doesn’t affect work orders that were already created using that work type.
The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s required products.
Note: Customizations to required products, such as validation rules or Apex triggers, aren't carried over from work types to work
orders and work order line items.
Auto-Created Service Appointments
If the Auto-Create Service Appointment option on a work type is selected, a service appointment is created when the work type is applied
to a work order or work order line item. The service appointment lists the work type in its Work Type field and inherits the work type’s
Duration and Duration Type. A service appointment isn’t created if the work order or work order line item already has an appointment.
If a user selects Auto-Create Service Appointment on an existing work type, service appointments aren’t created on work orders and
work order line items that were already using the work type.
Exact Appointments Setting
When you schedule a service appointment that has an associated work type, scheduling also considers the Exact Appointments field in
the work type. If Exact Appointments is selected in the work type, the appointment is scheduled to start at the beginning of the time
slot rather than during the time slot window.
Knowledge Articles
When you attach a knowledge article to a work type, the article shows up on work orders and work order line items that use the work
type. For example, if you have a work type named Solar Panel Replacement, you can attach an article that explains how to replace a
solar panel. Any work order using that work type automatically includes the article, and the person assigned to the work order has the
instructions at their fingertips.
Articles on work types work a little differently than articles on work orders and work order line items. Here are the differences:
• A Linked Work Types related list isn’t available on article page layouts, so you can’t see which work types an article is attached to.
• The Knowledge One widget isn’t available on work types in the console in Salesforce Classic, but the Articles related list is.
• To ensure that field service records are associated with the most current versions of knowledge articles, articles attached to work
types don’t specify an article version. For this reason:
– When work orders and work order line items inherit an article from their work type, they inherit the latest version of the article
published in their org’s default Knowledge Settings language.
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Salesforce Field Service Set Up Work Order Management for Field Service
– An article attached to a work type can display in a different title or language in the Articles related list versus in the Knowledge
Lightning component. The Articles related list shows the article version that work orders and work order line items inherit from
the work type.
SEE ALSO:
Work Type Fields for Field Service
Set Up Knowledge for Work Orders
Add Required Skills to Work Orders or Work Types for Field Service
Create Skills for Field Service
USER PERMISSIONS EDITIONS
Create and update skills in Setup: Customize Application Available in: both Salesforce
Classic (not available in all
Assign skills to service resources: Edit on service resources
orgs) and Lightning
View service resources’ skills: Read on service resources Experience
Add required skills to work orders or work Edit on work orders The Field Service core
order line items: features, managed
package, and mobile app
Add required skills to work types: Edit on work types are available in Enterprise,
Unlimited, and Developer
Editions.
Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements
to work types, work orders, and work order line items to indicate the skills needed to complete the
work. If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources
who have the same or higher skill level requirement.
If the Field Service managed package is installed, you can easily create and assign skills in Guided Setup when you create work types
and service resources.
If you’re not using Guided Setup, create skills in Setup first. Then, assign them to service resources or create skill requirements.
1. Decide how to measure skill level. Skills and skill requirements can be assigned a skill level between 0 and 99.99. For example, use
the Skill Level field to indicate years of experience, or create a matrix that corresponds professional license classes to skill level
numbers.
Note:
• Create validation rules to limit potential skill level values. For example, only allow multiples of 10.
• Create field-level help to let your users know how skill level is determined.
2. Create skills in Setup.
a. From Setup, enter Skill Settings in the Quick Find box, then select Skills.
b. Click New and enter a name, like Electrician Certification, and a description.
c. You can assign a Skill Type to group similar skills.
d. Skip the Assign Users and Assign Profiles sections, which are specific to Chat.
e. Save your changes.
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Salesforce Field Service Set Up Work Order Management for Field Service
3. Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience).
a. You can create and assign a service resource skill from a service resource record. In the Skills related list, select New, or select
Assign Skills to assign an existing skill.
b. Select a skill, and enter a skill level from 0 to 99.99.
c. Enter a start date and, if needed, an end date. For example, if a mobile worker must be recertified in a particular skill every six
months, enter an end date that’s six months later than the start date.
Note:
• The Field Service managed package comes with the Skill Selector Visualforce page component
(vf034_Skill_Selector_V2_Resource_Page) that supports up to 3000 records listed alphabetically by skill name. Any
other skills aren’t loaded, such that even if they’re assigned, they aren’t displayed.
• When you enter a start and end date in the Skills related list, these dates are shown in your user timezone. When you’re
using the Assign Skills action, the start and end dates are shown in the service resource's timezone.
d. Save your skill.
4. Add the skill as a requirement on work types, work orders, or work order line items (supported in both Salesforce Classic and Lightning
Experience). Work orders and work order line items inherit their work type’s skill requirements.
a. From a work type, work order, or work order line item record, create a skill requirement in the Skill Requirements related list.
b. Select a skill, and enter a skill level from 0 to 99.99.
c. Save your skill requirement.
Note: Skills can't be deleted. If a skill is no longer in use, add a prefix to the skill name, for example, add zDoNotUse_ to
move the skill to the bottom of the list.
SEE ALSO:
Skill Fields for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
Create Work Types for Field Service
Guidelines for Creating Work Types for Field Service
Work Rule Type: Match Skills
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Salesforce Field Service Set Up Work Order Management for Field Service
Customize Work Order Settings for Field Service
To control how your team works with work orders and work types, customize page layouts and
EDITIONS
assign user permissions.
1. Assign user permissions. Available in: both Salesforce
Classic (not available in all
Users Who Will... Need These Permissions Permissions Are orgs) and Lightning
Auto-Enabled on These Experience
Standard Profiles
The Field Service core
Enable Field Service Customize Application System Administrator features, managed
package, and mobile app
View the Work Orders tab, Read on work orders Read Only, Standard User, are available in Enterprise,
work orders, and work order Solution Manager, Contract Unlimited, and Developer
line items Manager, Marketing User, and Editions.
System Administrator
Create or clone work orders Create on work orders Standard User, Solution USER PERMISSIONS
Manager, Contract Manager,
Marketing User, and System To edit page layouts and set
field history tracking:
Administrator
• Customize Application
Edit work orders Edit on work orders Standard User, Solution To create and edit users:
Manager, Contract Manager, • Manage Internal Users
Marketing User, and System
Administrator
Delete work orders Delete on work orders System Administrator
Create, clone, edit, or delete Edit on work orders Standard User, Solution
work order line items Manager, Contract Manager,
Marketing User, and System
Administrator
2. Customize the fields and related lists on the following objects’ page layouts.
Note: If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup,
select Rename Tabs and Labels, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations
Work Order • Arrange the fields. The default layout includes only some of the available fields.
• Confirm that your page layout has the desired related lists:
– Child Work Orders: The work order’s child work orders
– Object Milestones: Milestones on the work order (available only if entitlement management is
set up)
– Products Consumed: Products used during the completion of the work order
– Product Requests: Products requested for the work order
– Product Request Line Items: Line items on product requests
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Salesforce Field Service Set Up Work Order Management for Field Service
Page Layout Recommended Customizations
– Products Required: Products needed to complete the work order
– Resource Preferences: Preferred, required, or excluded service resources on the work order
– Service Appointments: Appointments indicating when the work is scheduled
– Service Reports: Reports summarizing the work for customers
– Skill Requirements: Skills needed to complete the work order
– Time Sheet Entries: Schedule of mobile workers’ time spent on the work order
– Work Order Line Items: Sub tasks or steps on the work order
• Optionally, add your own custom values to the Status picklist field. The Status field comes with these
default values:
– New
– In Progress
– On Hold
– Completed
– Cannot Complete
– Closed
– Canceled
When you create a custom value, select a status category that the value falls into. The available status
categories match the default status values. For example, if you create a Customer Absent value, you
may decide that it belongs in the Cannot Complete category.
To learn which processes reference Status Category, see How are Status Categories Used?
Work Order Line Item • Arrange the fields. The default layout includes only some of the available fields.
• Optionally, add your own custom values to the Status picklist field. The Status field is identical to
the Status field on work orders.
• Confirm that your page layout has the desired related lists:
– Child Work Order Line Items: The line item’s child line items
– Product Request Line Items: Line items on product requests
– Product Requests: Products requested for the line item
– Products Consumed: Products used during the completion of the line item
– Products Required: Products needed to complete the line item
– Service Appointments: Appointments indicating when the work is scheduled
– Service Reports: Reports summarizing the work for customers
– Skill Requirements: Skills needed to complete the line item
– Time Sheet Entries: Schedule of mobile workers’ time spent on the line item
Work Type • Arrange the fields. The default layout includes only some of the available fields.
• Confirm that your page layout has the desired related lists:
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Salesforce Field Service Set Up Work Order Management for Field Service
Page Layout Recommended Customizations
– Products Required: The products needed to complete the work. Work orders and work order
line items inherit their work type’s required products.
– Skill Requirements: The skills needed to complete the work. Work orders and work order line
items inherit their work type’s skill requirements.
a. To let users view and manage work orders in a variety of places, add the Work Orders related list to any of the following objects’
page layouts.
• Accounts
• Assets
• Cases
• Contacts
• Entitlements
• Maintenance plans
Note: Before adding the related list, update the field-level security for the Maintenance Plan and Suggested
Maintenance Date fields on work orders to make them available to users.
• Return orders
• Return order line items
• Service contracts
How are Status Categories Used?
Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which
come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom
status values while maintaining a consistent work classification for tracking, reporting, and business process management.
SEE ALSO:
Work Order Fields for Field Service
Work Order Line Item Fields for Field Service
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Salesforce Field Service Set Up Work Order Management for Field Service
How are Status Categories Used?
Service appointments, work orders, and work order line items have two status-related fields—Status
EDITIONS
and Status Category—which come with the same standard values. Status categories, which are
referenced in many field service processes, allow you to use custom status values while maintaining Available in: both Salesforce
a consistent work classification for tracking, reporting, and business process management. Classic (not available in all
When you create a custom Status value, you must indicate which category it belongs to. For example, orgs) and Lightning
if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete Experience
category. The Field Service core
View and manage status values in Setup by navigating to the Status field settings for service features, managed
appointments, work orders, or work order line items. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Many field service triggers and processes are based on appointment, work order, or work order line item status. To ensure that these
processes work as expected when custom statuses are in use, Salesforce references the Status Category field—rather than the Status
field— before making changes.
The three status options include Contracted, Implementation, and Production.
Contracted
Indicates that an agreement or contract is signed between the service provider (such as Salesforce) and the client, but the actual
work on the project has not yet started. At this stage, the focus is often on planning, finalizing the scope of work, and preparing for
the implementation phase. No development or deployment has taken place yet. It's the preparatory phase after sales and before
delivery.
Implementation
Involves configuring the software, developing custom solutions, integrating with other systems, data migration, and setting up the
necessary infrastructure. It's a critical phase where the project starts taking shape, and the plans and designs are executed to build
the system as per the contract's specifications.
Production
The production status indicates that the system is fully developed, tested, and is deployed to a live environment where you can start
using it.At this point, the system is considered operational, and any further changes are typically handled through maintenance or
continuous improvement processes. The focus shifts to monitoring system performance, fixing any issues that arise, and adding
new features or updates as required.
The following field service processes are based on status category, rather than status. If you create custom status values or reference the
Status or Status Category fields in custom apps, triggers, or validation rules, keep these in mind.
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Salesforce Field Service Set Up Work Order Management for Field Service
• Status-based sharing rules for work orders, work order line items, and service appointments
• Status-based paths on work orders, work order line items, and service appointments
• Usage-based and criteria-based preventive maintenance. If work orders are created from maintenance work rules that are incomplete,
then no new work orders are created until the active work order is completed. A work order is considered complete when its status
is Cannot Complete, Canceled, Completed, or Closed.
• Dispatcher console appointment list filters
• Dispatch scheduled jobs, which are triggered by an appointment’s status category being updated to Dispatched
• Dispatch drip feed—found in the Field Service Admin app > Field Service Settings tab > Dispatch—which dispatches one or
more appointments when the assigned resource’s previous appointment’s status category changes from Dispatched or In-Progress
to Canceled, Completed, or Cannot Complete
• Calendar syncing, which checks for appointments whose status category is Dispatched
• Completed icon on the dispatcher console map, which appears when an appointment’s status category changes to Completed
• KPI for completed service appointments shown on the Gantt, capacity view, and service resource view, which is based on appointments
whose status category is Completed
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Salesforce Field Service Set Up Work Order Management for Field Service
Set Up Knowledge for Work Orders
Attach knowledge articles to Field Service work orders, work order line items, and work types to
EDITIONS
share guidelines and specs with mobile workers in the field. Learn how to customize page layouts
to let your team view or manage attached articles, also known as linked articles. Available in: both Salesforce
Note: Knowledge must already be set up in your org. Classic (not available in all
orgs) and Lightning
1. Add the Articles related list to work order and work order line item page layouts. Experience
2. Let Lightning Experience users manage attached articles. In Lightning Experience, add the The Field Service core
Knowledge component to your work order, work order line item, and work type detail page features, managed
layouts. package, and mobile app
are available in Enterprise,
3. Let users view and modify attached articles from the console. In the layout editor for work orders
Unlimited, and Developer
and work order line items, select Custom Console Components and add the Knowledge One
Editions.
widget to the console sidebar.
4. The Knowledge One console widget suggests articles to attach based on key fields. Select the
fields that suggestions are based on. (The Knowledge Lightning component doesn’t offer article
USER PERMISSIONS
suggestions.) To attach or detach an
a. In Setup, enter Field Service in the Quick Find box, then select Field Service article on a work order or
Settings. work order line item:
• Read on work orders
b. Select the fields that the search engine should scan to suggest relevant articles from your AND Read on the article
knowledge base. type AND Knowledge
enabled
c. Save your changes.
To attach or detach an
5. Optionally, customize linked article page layouts, fields, validation rules, and more in Setup. article on a work type:
• In Lightning Experience, navigate to Linked Article in the Object Manager. • Read on work types AND
Read on the article type
• In Salesforce Classic, navigate to the Linked Articles page under Knowledge. AND Knowledge
enabled
Note: Linked articles include the following limitations.
To edit page layouts:
• Quick actions and global actions aren’t supported for linked articles. • Customize Application
• The Article widget and Feed Articles Tool aren’t available in the feed view. To edit console layouts:
• In Lightning Experience, clicking an article link in a feed item redirects you to the article • Customize Application
page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed AND Service Cloud User
from feed items.
• The Linked Work Types related list isn’t available on articles in any platform.
• The Knowledge One widget isn’t available on work types in the console. To manage linked
articles on work types in the console, use the Articles related list.
• Linked articles are read-only in the Salesforce mobile app.
SEE ALSO:
Attach Knowledge Articles to Work Orders or Work Types
View Knowledge Articles in the Field Service Mobile App
Linked Article Fields
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Salesforce Field Service Set Up Work Order Management for Field Service
Set Up Path for Field Service
To guide your team as they complete field service jobs, add an interactive, color-coded progress
EDITIONS
bar to work orders, work order line items, and service appointments.
With Path, your team can quickly see a record’s status and how close it is to completion, and update Available in: both Salesforce
the status by clicking the desired value on the path. Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To set up a path:
• Modify All Data
To create, customize, or
publish an Experience Cloud
site:
• Create and Set Up
Experiences AND View
Setup and Configuration
You can set up one path per record type. The steps in a path (1) correspond to the Status picklist values. Help users succeed by displaying
up to five key fields and handy step-specific guidance beneath each path step (2).
Several statuses can represent the record’s conclusion: Canceled, Cannot Complete, Completed, and Closed. Therefore, the last stage of
the path displays as Final Status when the record is open. Users are prompted to select a final status from these values when they try
to close the record, and the path then shows the selected final status. The order of the path steps is based on the order of the values in
the Status picklist, though statuses representing conclusion are grouped in the final step.
Path is available for work orders, work order line items, and service appointments in Lightning Experience and Experience Builder sites.
It isn’t available in Salesforce Classic, the Salesforce mobile app, or the Field Service mobile app.
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Salesforce Field Service Set Up Work Order Management for Field Service
1. On the Path Settings page in Setup, enable Path. Select Remember User's Path Preferences to let users decide whether
the path remembers its previous state or is always closed when the page loads.
2. If you plan to create a path based on the Status field for a field service object, assign a status category to each status. From the field
settings for the object’s Status picklist field in Setup, click Edit next to a value. Select the corresponding status category and save
your changes. Status categories determine which statuses are grouped in the Final Status stage on the path, and are also used in
scheduling.
3. From the Path Settings page in Setup, follow the prompts to create a path for the Work Order, Work Order Line Item, or Service
Appointment object. Paths can be based on the Status field or a custom picklist. Optionally, select key fields or add guidance for
each step in the path.
4. To add your path to record detail pages in your org, drag the Path component onto the object detail page in Builder.
5. To add your path to an Experience Builder site, drag the Path component onto the object detail page in Experience Builder.
SEE ALSO:
Lightning Flow for Service and the Actions & Recommendations Component
Setup for Maintenance Work Rules
For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage
EDITIONS
of Field Service maintenance work rules.
• In permission sets or profiles, Available in: both Salesforce
Classic (not available in all
– enable the Maintenance Work Rule tab.
orgs) and Lightning
– enable Field Level Security on Maintenance Plan and Maintenance Asset fields on the Experience
Maintenance Work Rule for profiles.
The Field Service core
• Add the Maintenance Work Rule related list to the maintenance plan and maintenance assets features, managed
page layout. package, and mobile app
• On the Maintenance Work Rule page layout, click Maintenance Asset properties in the are available in Enterprise,
Maintenance Work Rule Detail section and uncheck Required in the Field Properties for Unlimited, and Developer
Maintenance Asset. Editions.
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Salesforce Field Service Set Up Your Field Service Workforce
Set Up Your Field Service Workforce
Create service resources and service crews to represent your mobile workforce. Then, assign
EDITIONS
permission sets to members of your team who work as dispatchers or support agents.
Available in: both Salesforce
Create Service Resources for Field Service Classic (not available in all
Service resources are individual users or groups of users—known as service crews—who can orgs) and Lightning
perform field service work. Create service resources so you can assign service appointments to Experience
them. The Field Service core
Create Service Crews features, managed
Set up teams who can be assigned to field service appointments as a unit. A service crew is a package, and mobile app
are available in Enterprise,
group of service resources whose combined skills and experience make them a good fit to work
Unlimited, and Developer
together on appointments. For example, a wellhead repair crew might include a hydrologist,
Editions.
a mechanical engineer, and an electrician.
Set Up Crew Management
Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create
service crews and update service crew membership.
Limit Access to Field Service Records
When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work
Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the
records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team
members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only
to service appointments for the service territories that they manage.
Sync Services and Resource Absences with Events Field Service Using Calendar Sync
You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource
absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create
events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce.
SEE ALSO:
Manage Field Service Resources
Create Service Resources for Field Service
USER PERMISSIONS EDITIONS
To create service resources: Create on service resources Available in: both Salesforce
Classic (not available in all
To deactivate service resources: Edit on service resources
orgs) and Lightning
To view resource capacities: Read on service resources Experience
To create, update, or delete resource Edit on service resources The Field Service core
capacities: features, managed
package, and mobile app
To view service resource skills: Read on service resources are available in Enterprise,
To create, update, or delete service resource Edit on service resources Unlimited, and Developer
skills: Editions.
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Salesforce Field Service Set Up Your Field Service Workforce
To view, create, edit, or delete resource absences: Read on service resources AND Edit on service resources
To delete resource absences: Edit on service resources
Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service
resources so you can assign service appointments to them.
Note: If the Field Service managed package is installed, you can use Guided Setup to quickly create service resources and assign
them the proper permission sets. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab. Click Go to Guided Setup > Create Service Resources and follow the guidance to update or create
service resources.
1. From the Service Resources tab, click New.
2. Select a user and enter a resource name—typically, the user’s name.
3. If the resource represents an individual user, select the user in the User field. If the resource represents a service crew, leave the User
field blank and select the crew in the Service Crew field. Service resources must list a user or a service crew.
4. Select Active to be able to assign the resource to service appointments. Inactive resources also can’t access the Field Service mobile
app.
5. Indicate whether the resource is a technician (a mobile worker), dispatcher, or crew.
Note: Field Service users can see Asset as a picklist option in the Resource Type field. However, you can’t save the record
when you select Asset in an org that doesn’t have access to Lightning Scheduler.
Resources who are dispatchers can’t be capacity-based, included in schedule optimization, or added to service crews. Only users
with the Field Service Dispatcher permission set license can be dispatchers.
6. Enter a location if applicable. Service resources might be linked to a location if they manage or operate the location (such as a
warehouse or van). A location can’t be linked to more than one service resource.
7. Select Capacity-Based if the resource is limited to working a certain number of hours or appointments in a specified time period.
You can define the resource’s capacity in the Capacities related list.
Contractors are likely capacity-based.
8. Select Include in Scheduling Optimization to check if the resource has the permission set license needed for optimization.
To be included in optimization, users need the Field Service Scheduling permission set license.
9. Complete the remaining fields as needed, and save your changes.
Once a resource is created, add details in their related lists.
Service Territories
Select the territories where the resource is available to work. For each territory, select a type:
• Primary: (One territory) Where the resource works most often—for instance, near their home base.
• Secondary: (One or more territories) Where they can be assigned to appointments if needed. Secondary territory membership
dates can overlap.
• Relocation: (One or more territories) Represents a temporary move.
Skills
Assign skills to indicate the resource’s areas of expertise. Optionally, enter a skill level of 0–99.99.
Try to track only skills that factor into scheduling decisions. For example, don’t include skills that are common among all service
resources. Aim to assign fewer than 50 skills to each service resource.
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Salesforce Field Service Set Up Your Field Service Workforce
Define Capacity-Based Resources
Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they
aren’t overbooked during schedule optimization.
Estimate a Service Resource’s Efficiency
People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to
facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time.
Guidelines for Creating Service Resources for Field Service
Learn how to view, create, and manage service resources to keep your field service operation running smoothly.
Guidelines for Setting Up Field Service Contractors
If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to
incorporate contractors into your field service processes.
SEE ALSO:
Service Resource Fields for Field Service
Define Capacity-Based Resources
Typically, contractors in field service can work a specified amount in a given time period. Define a
EDITIONS
service resource’s capacity so they aren’t overbooked during schedule optimization.
1. To indicate that a service resource is capacity-based, select Capacity-Based on the resource Available in: both Salesforce
record and save your change. Classic (not available in all
orgs) and Lightning
2. In the Capacities related list, click New.
Experience
3. Enter the capacity start and end dates. If the Time Period is set to Day, enter the same start and
end dates. If the time period is Week, the end date can be up to 1 week. If the time period is The Field Service core
features, managed
Month, the end date can be until the end of the month.
package, and mobile app
4. Specify how much the resource can work. are available in Enterprise,
• For Time Period, select the time period that the capacity is based on. For example, if the Unlimited, and Developer
resource can work 8 hours a day, select Day. Editions.
With Enhanced Scheduling and Optimization, you must select Day. The Week and Month
options aren’t supported. USER PERMISSIONS
• For Hours per Time Period, base the resource’s capacity on the number of hours worked. To create, update, or delete
For example, if the resource can work 8 hours a day, enter 8. resource capacities:
• Edit on service resources
• For Work Items per Time Period, base the resource’s capacity on the number of service
appointments assigned to them. For example, if the resource can complete 5 appointments
a day, enter 5.
5. Save your changes. You can create multiple capacities for a resource as long as the start and end dates don’t overlap.
On the Gantt, you can see the percentage of booked capacity. You can also click the banner to see more details.
Note: To create a capacity for a date range, add the VF078_CapacityCalendar Visualforce component to the Service Resource
layout to display a Capacity Calendar. To create a capacity for only one criterion (Hours per Time Period or Work Items per Time
Period), make sure to delete the default value of 0.
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Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization.
• The Fix Overlaps feature isn’t supported for capacity-based service resources.
• Schedule optimization supports daily capacity, but not weekly or monthly.
• Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based
service resources.
• If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt.
• Capacity-based resources can’t be assigned to appointments that have a scheduling dependency.
• Capacity-based resources can’t be relocated.
• If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0.
However, on the Gantt, this value is considered empty.
• If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still
shows on the Gantt.
• Capacity-Based Resources doesn’t support complex work.
• Up to 5,000 objects (service appointments and service resources) are supported overall in any optimization or scheduling actions.
• Day is the only time period supported. The Week and Month options aren’t supported.
• The capacity banner on the Gantt doesn’t show the capacity percentage. Additionally, if you click the capacity banner to see more
details, the details window isn’t updated accordingly.
• Capacity-based resources can’t use the Count work rule.
• You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular
resources.
• If you manually change the status of a service appointment to None, or clear the Scheduled Start and Scheduled End fields, the
capacity consumption isn’t updated.
• You can assign any service appointment to a capacity-based resource, as long as they’re available. For appointments that span over
multiple days (crossing midnight), the duration is split over each day the service appointment spans. By considering the hours set
for each day separately, Field Service ensures accurate capacity tracking and optimal scheduling.
Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization.
• The Fix Overlaps feature isn’t supported for capacity-based service resources.
• Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based
service resources.
• If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt.
• Capacity-based resources can’t be assigned to appointments that have a scheduling dependency.
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Salesforce Field Service Set Up Your Field Service Workforce
• Capacity-based resources can’t be relocated or assigned to a secondary service territory.
• If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0.
However, on the Gantt, this value is considered empty.
• If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still
shows on the Gantt.
• You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can
manually drag service appointments to capacity-based resources, but Scheduling and Optimization doesn’t schedule those
appointments. You can manually schedule the appointments.
• You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular
resources.
• If you manually change the status of a service appointment to None, or clear the Scheduled Start and Scheduled End fields, the
capacity consumption isn’t updated.
SEE ALSO:
Guidelines for Setting Up Field Service Contractors
Set Up Field Service in Experience Cloud Sites
Estimate a Service Resource’s Efficiency
People work at different paces depending on their skills and level of experience. Assign an efficiency
EDITIONS
score to service resources to facilitate scheduling. The scores are considered during scheduling and
can affect an appointment’s scheduled end time. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
In the Efficiency field on a service resource record, enter a value from 0.1 through 10. An efficiency Experience
of 1 means that the mobile worker works at a typical or average speed. An efficiency greater than
The Field Service core
1 means that the mobile worker works faster than average. Less than 1 means that the mobile
features, managed
worker works slower than average. Resource efficiency is rounded up when using Enhanced
package, and mobile app
Scheduling and Optimization.
are available in Enterprise,
During schedule optimization, the following formula is used to estimate the time that a mobile Unlimited, and Developer
worker needs to complete an appointment: Duration / Efficiency = Actual time to perform an Editions.
appointment
Note: To give preference to highly efficient service resources in schedule optimization, create
a Resource Priority service objective based on the service resource Efficiency field.
Example: The estimated duration on the Battery Replacement work type is 60 minutes.
• Alexander, an expert, has an efficiency of 2.0. If Alexander is assigned to a Battery Replacement appointment, the appointment
is scheduled to end 30 minutes after the scheduled start (60/2=30).
• Jane, a mobile worker, has an efficiency of 1.0. If Jane is assigned to a Battery Replacement appointment, the appointment is
scheduled to end 1 hour after the scheduled start (60/1=60).
• Janice, a junior worker, has an efficiency of 0.5. If Janice is assigned to a Battery Replacement appointment, the appointment
is scheduled to end 2 hours after the scheduled start (60/0.5=120).
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Salesforce Field Service Set Up Your Field Service Workforce
Guidelines for Creating Service Resources for Field Service
Learn how to view, create, and manage service resources to keep your field service operation running
EDITIONS
smoothly.
Available in: both Salesforce
View Service Resources Classic (not available in all
orgs) and Lightning
View service resources on the Create Service Resources page in Guided Setup or the Service Resources Experience
tab. In addition:
The Field Service core
• Resources that are assigned to a service appointment appear in the Assigned Resources related
features, managed
list on the appointment detail page.
package, and mobile app
• Resources that belong to a service territory appear in the Service Territory Members related list are available in Enterprise,
on the territory detail page. Unlimited, and Developer
• Resources that belong to a service crew appear in the Service Crew Members related list on the Editions.
service crew detail page.
Create Service Resources
Create service resources from the Create Service Resources page in Guided Setup or the Service Resources tab. Service resources can
represent users or groups of users (known as service crews). When creating service resources, follow these guidelines:
• To create a service resource that represents a user, select the user in the User lookup field and select a Resource Type of Technician.
• To create a service resource that represents a service crew, select the crew in the Service Crew field and select a Resource Type of
Crew. Service resources that are crews can’t be activated unless the crew has at least one active member.
Assign Service Resources to Service Appointments
Manually assign a resource to a service appointment by scheduling an appointment to the service resource in the dispatcher console
or by using automated scheduling mechanisms. When you assign a service appointment to a crew, Managed Package allocates crew
members to the appointment at relevant events during the appointment’s life cycle. See Manage Field Service Crew Membership.
We recommend manually creating only one Assigned Resource record per service appointment.
Deactivate Service Resources
For tracking purposes, resources can only be deactivated, not deleted. To deactivate a user, deselect Active on their detail page.
Service resources that belong to service crews can’t be deactivated. If you deactivate a service resource, make sure to update records
that were associated with that resource. For example, if a deactivated service resource was a required resource for an account, update
that account to prevent scheduling issues.
Deactivating a user deactivates the related service resource. You can’t create a service resource that is linked to an inactive user.
Reactivating a user doesn’t reactivate the related service resource. If you reactivate a user, you must reassign the user permissions to
activate that service resource.
Note: After a user account is deactivated, the user is no longer visible on the Gantt. Let’s say a user just left your company. To
enable the dispatcher to work on the user’s service appointments and prevent the user from logging in to your organization, freeze
the user account before deactivating the user. Keep in mind that even though the user account is frozen, the service appointment
can be assigned to a service resource related to the user.
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Salesforce Field Service Set Up Your Field Service Workforce
View Service Resource Schedules
The Service Appointments related list shows all appointments that a resource is assigned to, while the Absences related list shows define
periods of time when the resource is unavailable to work. The Service Resource Availability work rule type ensures that resources aren’t
assigned to appointments when they’re absent. Otherwise, resources can be manually assigned to appointments that conflict with their
absences.
Note: Create a trigger that sends an approval request to a supervisor when a resource creates an absence.
SEE ALSO:
Service Resource Fields for Field Service
Create Service Crews
Freeze or Unfreeze User Accounts
Guidelines for Setting Up Field Service Contractors
If you run a field service operation, it’s likely that you work with contractors in addition to your
EDITIONS
full-time employees. Learn how to incorporate contractors into your field service processes.
Available in: both Salesforce
Get Set Up Classic (not available in all
orgs) and Lightning
The way you track contract work in Salesforce depends on how you want to track capacity, assign Experience
appointments, and exchange data with contractors. Follow these basic steps to add contractors.
The Field Service core
Create an account and contacts
features, managed
Create an account that represents the contractor such as Solar Installation Contracting. Then
package, and mobile app
create contacts linked to the account. Create at least one contact for the contractor manager. are available in Enterprise,
If other contractors need access to Experience Builder sites, create contacts for each user. Unlimited, and Developer
Choose licenses Editions.
For contractors who work regularly, our per-user-per-month Contractor and Contractor Plus
licenses give them unlimited access to everything they need. If your company employs a large
number of seasonal or temporary contractors, our Contractor and Contractor Plus Login-Based licenses are a cost-effective alternative.
You can create up to 20 users for each login that you buy with the Contractor and Contractor Plus Login-Based licenses. This multiplier
ensures that you have all your contractors set up in the system, even if they don’t work frequently. If you know you need 100 logins,
for example, our login-based licenses let you create 2,000 users. Our servers keep each login valid until midnight in most time zones,
so workers can get multiple jobs done using a single login.
Set up access and permissions
Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner
Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution
with your company. Community licenses are required to access Experience Cloud sites.
If you purchase login-based licenses, each unit of the Contractor Login-Based SKU assigns 20 Customer Community Plus login-based
licenses and each unit of the Contractor Plus Login-Based SKU assigns the 20 Partner Community login-based licenses.
Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service
Mobile permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors
(recommended) and configure their object permissions.
Note: To customize contractors’ mobile app experience, assign a unique mobile settings configuration—accessible from the
Field Service Mobile Settings page in Setup—to the contractor user profile.
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Salesforce Field Service Set Up Your Field Service Workforce
Create service resources and service territories
You can create service resources for every contractor worker or just for the contractor manager. Each service resource is linked to a
user—in this case, the contractors at your partner organization.
Create a service territory for each contractor company, and add the contractor service resources as service territory members. Creating
a contractor-specific territory lets the contractor manager see only their employees in the dispatcher console. For example, if you’re
contracting with Ursa Major Solar, create a territory named Ursa Major Solar Contracting.
Provide access to the dispatcher console
To let the manager dispatch appointments, add the dispatcher console to your Experience Builder site. For help, see Add the Field
Service Dispatcher Console to an Experience Builder Site.
Note: Field Service contractor licenses can only be used by third-party contractors. They can’t be assigned to internal employees.
Assign Service Appointments to Contractors
Ready to assign a work order to your contractor team? You’ve got options! Here are two common approaches to assigning work to
contractors.
Note: The Contractors list view in the dispatcher console Service Appointment List shows only service appointments that are
assigned to capacity-based service resources.
Contractors are service resources
In this example, the contract manager is an Experience Cloud site user but not a service resource. The contracting mobile workers
are service resources with Field Service Mobile licenses.
This approach is best for you if it’s important for the scheduling engine to consider each worker’s schedule when making assignments.
And you want contractor workers to view and update appointment details in the field, so you store individual worker details in
Salesforce.
In this model, your process looks like this:
1. The dispatcher shares the work order with the contractor manager.
2. In your site, the contractor manager uses the Book Appointment action to assign the associated service appointment to a mobile
worker.
3. The mobile worker uses the mobile app. They can view their assignments and update the service appointment and work order
status when the work is complete.
Contractor managers are service resources
In this example, the contractor manager is an Experience Cloud site user and a service resource. But the contractor manager tracks
individual contracting mobile workers in a separate system.
This approach works best when you don’t want to track individual worker details in Salesforce. The contractor manager is responsible
for viewing and updating appointment details in the field. And you don’t need the scheduling engine to assign work based on
different schedules for each contractor worker.
When you use this model, your process looks like this:
1. The dispatcher assigns the service appointment to the contractor manager using their service resource record.
2. The contractor coordinates with the contractor team to complete the work.
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Salesforce Field Service Set Up Your Field Service Workforce
3. After the service appointment is completed, the contractor updates the service appointment and work order status from your
site.
SEE ALSO:
Set Up Field Service in Experience Cloud Sites
Define Capacity-Based Resources
Guidelines for Creating Operating Hours for Field Service
Create Service Crews
USER PERMISSIONS EDITIONS
To create service crews: Create on service crews Available in: both Salesforce
Classic (not available in all
To create service crews using the crew Create on service crews
orgs) and Lightning
management tool: AND Experience
Create on service resources The Field Service core
AND features, managed
package, and mobile app
Edit on service territories
are available in Enterprise,
Unlimited, and Developer
To create service resources representing Create on service resources
Editions.
crews:
To assign service crews to service Edit on service appointments
appointments:
To view service crew members: Read on service crews AND Read on service
resources
To create, update, or delete service crew Edit on service crews
members:
Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined
skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a
hydrologist, a mechanical engineer, and an electrician.
Create service crews from the crew management tool or the Service Crews tab.
From the Crew Management Tool
This is a Field Service managed package feature.
1. Open the crew management tool by clicking the Crew Management tab or opening the Lightning page that contains it.
2. Click New Service Crew to open the crew wizard.
3. Complete the fields on the Basics tab.
4. Optionally, add skills to the crew on the Skills tab. For example, perhaps the crew you’re creating must always include someone with
the Welding skill. Adding skills makes it easier to find potential crew members with the skills you need.
5. Select a leader on the Crew Leader tab.
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Salesforce Field Service Set Up Your Field Service Workforce
6. Save your crew. This creates an active service resource of type Crew that’s used during scheduling. You can now view the crew in
the crew management tool and add members to it.
From the Service Crews Tab
1. Customize page layouts to support crew features.
a. Update the field-level security settings of the Service Crew field on service resources so it’s not hidden. Then, add the field to
service resource page layouts and check that the User field is not marked as required. This lets you create service resources that
represent service crews so crews can be assigned to service appointments.
Note: Though the User and Service Crew fields won’t be marked required in the UI, service resource records can’t be
saved unless one of the fields is filled out.
b. Update the field-level security settings of the Gantt Label field on service crew members so it’s not hidden. Then, add the field
to the Service Crew Member page layout.
2. From the Service Crews tab, click New.
3. Enter a crew name and ideal size, and save your changes.
4. Add service resources to the crew from the Service Crew Members related list. You can specify start and end dates for members and
flag the crew leader.
5. Create a service resource to represent the crew, which is required for scheduling. Changing a crew’s members doesn’t affect its
service appointment assignments.
a. From the Service Resources tab, click New.
b. Enter a name for the crew.
c. Leaving the User field blank, select the crew in the Service Crew field.
d. Select a Resource Type of Crew.
e. Select Active to be able to assign the crew to service appointments and manage its membership with the crew management
tool. Service resources of type Crew can’t be activated unless the crew has at least one active member.
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Salesforce Field Service Set Up Your Field Service Workforce
f. Skip the optimization option, which doesn’t apply to service crews.
g. Save your changes.
Considerations for Scheduling Service Crews
Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency,
and crew settings affect service crew scheduling.
SEE ALSO:
Service Crew Fields
View Service Crews on the Gantt
Set Up Crew Management
Manage Field Service Crew Membership
Considerations for Scheduling Service Crews
Field Service crews, much like individual service resources, can be assigned to service appointments.
EDITIONS
Learn how absences, efficiency, and crew settings affect service crew scheduling.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Absences orgs) and Lightning
If a service resource of type Crew has resource absences, those absences are considered in Experience
scheduling. Absences associated with individual crew members’ corresponding service resources
The Field Service core
aren’t considered.
features, managed
Appointment Assignments package, and mobile app
Service appointments can be assigned only to service resources. Therefore, to assign a crew to are available in Enterprise,
a service appointment, you need a service resource of type Crew that represents the crew. If Unlimited, and Developer
you create your crew from the crew management tool, this resource is created automatically. Editions.
Otherwise, follow the steps in Create Service Crews.
When an appointment is assigned to a service crew, the appointment gains these assigned
resources:
• The service resource of type Crew
• The service resources of type Technician who are active service crew members during the appointment time
The appointment’s assigned resources are refreshed when:
• The appointment is dispatched (if the last status category isn't None)
• The appointment's status is changed to In Progress (if the last status category isn't None)
• The appointment is assigned to a different resource
• Changing the appointment's Scheduled Start or Scheduled End
If you want appointments that don’t require crews to be assigned only to individual service resources, use the Resource Priority
service objective in your scheduling policy. Give your mobile workers a lower priority so the scheduler prefers to assign work to them.
To prohibit the scheduling of all appointments to crews, assign a “No Crew” skill to your individual service resources. Then, add this
skill as a requirement to the work type, work order, or work order line item in question.
Capacity
Capacity-based scheduling isn’t supported for service crews because a service resource of type Crew can’t be capacity-based.
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Salesforce Field Service Set Up Your Field Service Workforce
Efficiency
When an appointment is scheduled to a crew, the Efficiency field on the crew’s service resource is used to calculate the appointment’s
Scheduled End. The crew members’ efficiencies aren’t considered.
Geolocation Tracking and Service Territories
• The Last Known Location is tracked for crew leaders only. If a crew has more than one leader, the most recently captured location
is displayed on the service resource’s map.
• If a service resource is relocated to another service territory while they belong to a crew, the service resource membership record
is drawn only on the relocation territory.
• The service resource representing the service crew is the home base considered by Field Service while belonging to the crew.
• Travel calculation follows the service territory or the service territory member's address of the service resource representing the
service crew.
Membership Requirements
• Only active service resources of the Technician resource type can be added to crews. For example, you can't add a crew to a
crew.
• To belong to a crew, a service resource needs service territory membership in the territory where the crew provides service. The
time span of service crew membership must match or be fully contained in the time span of the service resource of type Technician
service territory membership.
• A service resource can be a member of multiple crews as long as the membership dates don’t overlap.
• Service resources that belong to a service crew don’t receive notifications about assignments or assignment changes. Assignment
notifications are sent only to service resources that are assigned individually to appointments.
• Removing all members from a service crew deactivates the related service resource of type Crew.
Minimum Crew Size
Work orders, work order line items, and work types come with a Minimum Crew Size and a Recommended Crew Size. For example,
a crew could have a recommended size of 3, but a minimum size of 2. Work orders and work order line items inherits their work
type’s crew size settings.
Note: The crew size fields are hidden for all users by default. If you don’t see them, update their field-level security settings
in Setup.
Field Service doesn’t consider the Recommended Crew Size when assigning appointments. To determine whether a service crew
fits the minimum crew size requirement for an appointment, the scheduling engine either counts the crew’s service crew members
or checks the Service Crew Size field on the Service Crew record. You can adjust these settings on the Service Crew Resources
Availability work rule. If the Minimum Crew Size is blank or 1, the scheduler can assign the work to mobile workers or to crews. When
using Enhanced Scheduling and Optimization, a Minimum Crew Size of 1 requires a crew.
You can customize the Service Crew Resources Availability work rule to serve one of two purposes:
• Compare a service appointment parent record’s Minimum Crew Size field to the Crew Size field on the service crew.
• Compare a service appointment parent record’s Minimum Crew Size field to the actual number of allocated service crew members
at the time of the assignment. Consider Service Crew Membership must be selected on the Service Crew Resources Availability
work rule.
If the Minimum Crew Size is blank or zero on the service appointment’s parent record, only single service resources (Technician type)
are considered as candidates. If the Minimum Crew Size is 1 or more on the service appointment’s parent record, only Crew type
service resources are considered as candidates. This is also true for optimization, although a crew isn’t a candidate if it has no valid
crew members and Consider Service Crew Membership is selected on the Service Crew Resources Availability work rule.
If your org was created before Spring ’18, you must create this work rule and add it to your scheduling policies.
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Salesforce Field Service Set Up Your Field Service Workforce
Multiday Appointments
When a multiday appointment is scheduled for a worker whose start date on a service crew is in the future, the multiday appointment
is elongated to last the duration of the worker’s membership in the service crew.
Resource Notifications
Service crew members assigned to a service appointment aren’t automatically made followers when the service appointment is
dispatched. Only one assigned resource can be set to automatically follow a dispatched service appointment. If you want all the
crew members to be followers, customize the push notifications for the Field Service Mobile App. Using custom push notifications
enables getting multiple notifications for different users based on an event, such as dispatching a service appointment.
Resource Preferences
Service resources that belong to a crew can’t be candidates for appointments while they belong to a crew. Therefore, the Required
Resource and Excluded Resource work rules and the Preferred Resource service objective don’t apply to active service crew members.
Scheduling Candidates
When the scheduler is looking for candidates to perform a job, only service resources of type Crew and Technician are considered
as candidates. If a service resource is a current member of a service crew, the resource isn’t considered as a candidate. If a service
resource is manually assigned to a service appointment while they belong to a crew, the dispatcher console shows a rule violation.
Sharing
When a service appointment is dispatched, members of the assigned service crew get Read access to the appointment and its parent
record and the crew leader gets Read/Write access. If the Field Service managed package isn’t installed, service crew leaders don’t
receive any extra permissions.
If an appointment’s Scheduled Start changes or an assigned resource of type Crew is updated, the appointment’s assigned resources
are refreshed to keep the sharing settings current. A change in a service crew membership record doesn’t trigger the refresh.
Skills
Skills can be assigned to service resources of any type—Technician or Crew—and are considered during scheduling if the Match
Skills work rule is included in the scheduling policy.
If you want the scheduling engine to consider a service crew’s combined skills—that is, all skills assigned to the service crew
members—enable skill grouping. This way, if an appointment requires Drilling and Installation skills, a service crew that has members
with that group of skills is considered as a candidate. When using Enhanced Scheduling and Optimization, only the skill set of the
crew members is considered when skill grouping is enabled, and the skill set of the crew is ignored (when skill grouping is disabled,
the Match Skills work rule considers the crew resource type skills only).
From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. On the
Scheduling tab, select Enable resource crew skill grouping and save your changes.
Note:
• When skill grouping is enabled, the scheduling engine calculates the crew’s skill set for that time slot. The skill set is
recalculated each time the scheduling engine searches for appointment candidates because it can change based on crew
member allocations and skills that expire. For example, if a resource skill requires recertification every six months, the
scheduling engine considers crew members with the skill while their certifications are valid.
• If multiple members of a service crew have the same skill, the scheduling engine considers the highest skill level when
calculating the crew’s combined skill set.
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Salesforce Field Service Set Up Your Field Service Workforce
Utilization
When utilization is calculated for the utilization view and metrics shown in the dispatcher console, a service crew member is considered
to be utilized like the service resource representing the crew they belong to.
SEE ALSO:
Service Crew Fields
View Service Crews on the Gantt
Set Up Crew Management
Manage Field Service Crew Membership
View a Field Service Resource’s Daily Travel Route
Set Up Crew Management
Give Field Service admins and dispatchers access to a drag-and-drop service crew management
EDITIONS
tool where they can easily create service crews and update service crew membership.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To create Visualforce tabs:
• Customize Application
To set Visualforce page
security and create
permission sets:
• Manage Profiles and
Permission Sets
To assign permission sets:
• Assign Permission Sets
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Salesforce Field Service Set Up Your Field Service Workforce
1. Decide which users need access to the crew management tool. Ensure that each user has at least one of these permission sets:
• FSL Admin Permissions
• FSL Dispatcher Permissions
2. Add the crew management tool to your org in one of two ways:
• Create a Visualforce tab named Crew Management for the FSL.CrewManagement page.
• Embed the Crew Management custom Lightning component in a Lightning page. Because the component includes a detailed
chart, give it plenty of space on the page.
3. Create a permission set with access to the following elements, and assign it to the relevant users.
• Crew Management tab, if you created one
• FSL.CrewManagement Visualforce page
• FSL.CrewsResourceLightbox Visualforce page
• FSL.CrewsSaLightbox Visualforce page
• FSL.CrewsWorkorderLightbox Visualforce page
• FSL.CrewsWorkorderLineItemLightbox Visualforce page
• FSL.CrewManagement Apex class
You’re all set! For help using crew management, see Manage Field Service Crew Membership.
SEE ALSO:
Manage Field Service Crew Membership
Create Service Crews
View Service Crews on the Gantt
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Limit Access to Field Service Records
When you install the Field Service Managed Package, org-wide default sharing settings are set to
EDITIONS
Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects.
Therefore, all users can view and update these records even if the records are owned by other users. Available in: both Salesforce
However, most Field Service customers choose to limit access to these records so that their team Classic (not available in all
members see only the records that are relevant to them and on a need-to-know basis, for example, orgs) and Lightning
a dispatcher with access only to service appointments for the service territories that they manage. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
package, and mobile app
Limit Default Access to Field Service Objects are available in Enterprise,
Limit default access to core Field Service objects (Work Order, Work Order Line Item, Service Unlimited, and Developer
Appointment, Service Resource, Service Territory). Editions.
1. In Setup, enter Sharing Settings in the Quick Find box, and then select Sharing
Settings. USER PERMISSIONS
2. Click Edit. To limit access to field
3. In the Default Internal Access column, select Private for the objects that you want to limit service records:
access to. • Field Service Admin
Permissions
To share dispatched service appointments to Experience Cloud site users when Default Internal
Access is Private or Public Read Only, set Default External Access to Private or Public Read Only
also. If the Default Internal Access setting is Public Read/Write, Experience Cloud site users can see dispatched appointments only
if the external setting is Public Read/Write and you enable dispatch sharing to resources.
4. Save your changes.
Share Field Service Object Records with Public Groups
Configure functionality to share service appointments, work orders, service territories, and service resources with Public Groups. When
using a Private sharing model for Service Resource, Service Territory, Service Appointment, Work Order, and Work Order Line Item objects,
dispatchers or agents must have access to the records of service resources and service appointments within their managed territories.
1. In Field Service Settings, select Sharing, and then select Scheduled Jobs.
2. Select Enable User Territories Sharing.
When a service territory is created, a Public Group is created in Setup with its name, and the service territory is shared with the Public
Group. In addition, when a service appointment is created with a service territory defined, a share rule is created to share the
appointment with the service territory associated with the appointment. This sharing process ensures that any user who is a member
of the Public Group for the territory has access to records shared with it.
3. Select Share parent Work Order when Service Appointment is shared.
This option ensures that any work order is shared with the Service Territory Public group, created in the previous step.
4. Select Automatically populate user groups based on User Territory.
When a User Territory record is created, the user defined on the record (typically either an agent or dispatcher that manages a specific
territory) is added to the Public Group that corresponds to the territory defined on the record. This process gives the user access to
all records shared with the Public Group for that service territory
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Salesforce Field Service Set Up Your Field Service Workforce
Configure the User Territory Job
Service resources require initial and regular assessments to determine if they must be added to or removed from the Public Group based
on their territory assignment duration. Field Service offers a User Territory Job feature to facilitate the evaluation of service appointments
for sharing.
1. Click the + icon next to User Territories to expand the User Territory Job menu and confirm that Active is selected.
2. Select which territories to check sharing for. Limit each job to fewer than 200 territories.
3. Select a value for Time Horizon in days.
The Time Horizon in days field determines how far in advance of a resource’s territory membership they must be shared with the
public group associated with their territory. Therefore, how far in advance users (agents and dispatchers) that are members of that
public group have access to their service resource record and see the resource in the dispatcher console Gantt. For example, select
7 to share service resources with dispatchers 7 days before their territory membership for the territory that the dispatcher manages.
4. Select a value for Time Horizon in days (Backwards).
The Time Horizon in days (Backwards) field determines how far after a resource’s territory membership has ended the resource must
be shared with the public group associated with their territory. For example, select 7 to ensure dispatchers see the service resource’s
work in the previous week’s schedule on the Gantt. After 8 days, the dispatcher no longer sees the service resource or their schedule.
5. Configure the job’s Frequency settings.
a. Select Recurring.
b. Select all the months under the Month section.
c. Select Specific Hour and then enter a value for the Hour and Minute fields to define when the job runs. We recommended
having the job run outside working hours so that record access doesn’t change during a working day. For example, select 0 for
the Hour field and 0 for the Minute field so that the job runs at midnight.
d. Configure how often the job should run. If a service territory membership changes frequently, select Day of week and then
select each weekday to evaluate territory membership every day. If a service territory membership doesn’t change frequently,
you can schedule the job to run less often. Select Day of month and then select a non-working day such as Sat to run the job
once every 30 days.
6. Save your changes.
7. Optionally, click Run now to reevaluate and update sharing records for service resources to or from Public Groups.
Add Dispatchers and Agents to a Service Territory's Public Group
Give agents and dispatchers access to the records (Work Order, Work Order Line Item, Service Appointment, Service Resource, Service
Territory) that they manage.
1. From the App Launcher, find and open User Territories.
2. Click New.
3. Select a service territory.
4. Select the user you want to add as a member of that territory's public group.
The user is added to the public group for that territory, and the user gets access to all work orders, service appointments, service resources,
and any other records shared with the public group.
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Salesforce Field Service Set Up Your Field Service Workforce
Set up Sharing for Field Service Resources
These settings allow dispatchers to control access to the appointment and its related information until they’ve finalized the appointment's
details.
1. From Setup, enter Field Service Settings in the Quick Find box, and then select Field Service Settings.
2. Select any of these options. Hover over a setting’s information icon for details.
a. Share dispatched service appointments with their assigned resources
b. Share service appointments’ parent work orders with their assigned resources
c. Let service crew members edit their service appointments
3. Save your changes.
Considerations for Field Service Object Sharing
Before you start sharing objects, make sure you review some considerations.
General Considerations
• When a service resource is removed from a service appointment, sharing is deleted only for that service appointment. Sharing on
the parent work order is retained.
• When using customized sharing logic, ensure that every dispatcher gets Read/Write access and not just Read-Only access to the
service appointments in their territory, so they can edit the Service Resources' schedule.
• When an appointment is canceled, it’s visible only to the appointment owner and the relevant dispatchers based on the user territory
object.
• You can give dispatchers access to records by sharing information across territories and syncing calendars to include absences and
other events.
• In some Salesforce orgs, the Field Service Admin app has similar sharing options. We recommend disabling the app sharing settings
and using the Setup settings.
Considerations for Service Resource Sharing (User Territory Job)
• When User Territory Sharing is enabled and the option to Automatically populate user groups based on User Territory is selected,
the User Territory Apex rule performs these actions.
– If you create a service territory, a public group with the same name is created. The public group is added to the ServiceTerritoryShare
object.
– If you create a user territory record, the user is added to the public group for that service territory.
– If you create a service appointment with that service territory, the public group is added to the ServiceAppointmentShare object
to grant access to the record.
– When a service appointment with that territory is shared, associated parent records (such as accounts, assets, opportunities,
work orders, and work order line items) are also shared. The service appointment record and its parent record are shared with
the associated public group and its users. If the parent record of the appointment is a work order line item, the associated work
order is also shared. Optionally, in Field Service Settings under Scheduled Jobs in Sharing, select which parent objects are shared
when an appointment is shared. For example, to share work orders but not accounts, select Share parent Work Order when
Service Appointment is shared and deselect Share parent Account when Service Appointment is shared.
• If you don't have User Territory Sharing enabled or sharing settings weren’t private when you created the service territory records,
you must manually create the sharing records.
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Salesforce Field Service Set Up Your Field Service Workforce
• Public group names must be unique. For example, User Territory Sharing doesn't work if you have a queue with the same name as
one of your public groups.
• When a service appointment is created without a user territory, it’s associated with the Field Service Default public group. This default
group allows a user to access a service appointment and work order even when no territory is associated. Field Service adds users
in all user territories as members of this public group. If you’re a dispatcher, you can filter the Gantt and show service appointments
that aren’t associated with a territory.
• Dispatchers must have sharing settings for the primary service territory of a service resource in order to manage the resource's
schedule.
Example: John is a dispatcher for the New Jersey service territory. His user territory record gives him access to New Jersey field
service records. Madison is a mobile worker for the Pennsylvania service territory, but on August 1 she’s moving to the New Jersey
territory.
To reflect Madison’s move, add an end date of July 31 to her Pennsylvania service territory member record. Then, create a New
Jersey service territory member record for Madison with a start date of August 1.
With the User Territory sharing job configured to run daily for all service territories, including Pennsylvania and New Jersey, this
job calculates which records users need access to. Because the job’s backward time horizon is set to 1 day, John receives access
to Madison’s field service records 1 day before she starts work in New Jersey.
SEE ALSO:
Field Service Permission Set Licenses
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Salesforce Field Service Set Up Your Field Service Workforce
Sync Services and Resource Absences with Events Field Service Using Calendar Sync
You can keep your services and resource absences in sync with calendar events using Calendar
EDITIONS
Sync. Syncing services and resource absences to or from calendar events lets you maintain an
accurate view of your services and resource availability when you create events and request meetings Available in: both Salesforce
from your Salesforce calendar. Events can then be synced between external calendars and Salesforce. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Note: Calendar Sync permissions aren’t included in the managed package default permission The Field Service core
sets. To enable Calendar Sync, you must have Edit permissions on the Event object and Edit features, managed
permissions on Event fields: Id, StartDateTime, EndDateTime, Subject, IsReminderSet, package, and mobile app
ReminderDateTime, Location, OwnerId, Description, WhatId, IsAllDayEvent. are available in Enterprise,
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Unlimited, and Developer
Service Settings tab. Editions.
2. Select Sharing > Calendar Sync, and under Service Appointments and Resource Absence
configure the following settings. USER PERMISSIONS
To sync services and
Setting Description
resource absences to
Synchronize Services from Salesforce calendar If enabled, whenever an Event record is created, Salesforce calendar events:
events and the Event Record Type field is the same as • Create and Edit on
the Calendar Event Type setting, a Work Order service appointments
and Edit on Resource
and Service Appointment is created.
Absence
• If the event's Subject matches the name of To sync services and
an existing Work Type, the service resource absences from
appointment's parent Work Order is created Salesforce calendar events:
using that Work Type. • Create and Edit on
• The event's Start Time is mapped and service appointments
and Edit on Resource
synced to the service appointment’s
Absence
Scheduled Start Time.
• The event's End Time is mapped and synced
to the service appointment’s Scheduled End
Time.
• The event's Assigned To field is mapped and
synced to the service appointment’s
Assigned Resource.
• The event's Location is mapped to the
service appointment’s Service Territory.
• The event's Related To field is mapped to
the matching service appointment record.
Synchronize Services to Salesforce calendar If enabled, whenever a service appointment's
events Status is set to Dispatched, an Event record is
created for the assigned service resource.
• The service appointment's Work Type is
mapped and synced to the event's Subject.
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Salesforce Field Service Set Up Your Field Service Workforce
Setting Description
• The service appointment's Scheduled Start Time is mapped
and synced to the event's Start Time.
• The service appointment's Scheduled End Time is mapped
and synced to the event's End Time.
• The service appointment's Assigned Resource is mapped and
synced to the event's Assigned To field.
• The service appointment's Service Territory is mapped and
synced to the event's Location.
If there are multiple assigned resources, an Event record is only
created for the first assigned resource.
If the service appointment is reassigned, the event's assigned owner
isn’t updated.
If the event's assigned owner is updated the service appointment's
Assigned Resource is also updated.
If the service appointment is rescheduled, the Event Start and End
time are updated, but only if the service appointment has a parent
record of type Work Order or Work Order Line Item.
Note: For Field Service, if the service appointment’s
Scheduled Start to Schedule End is greater than 14 days,
events aren’t created in the Salesforce calendar due to a
14-day limit.
Calendar Event type The value on the event Type field on the Event object that controls
whether a Service Appointment and Work Order are created.
Enforce validations when syncing Service Appointments and Controls whether to ignore the update if the matching record can’t
Salesforce calendar events be updated, or to continue without updating the matching record.
For example, if this setting isn’t enabled and you update the service
appointment Scheduled Start Time, and there’s a validation rule
on the Event object that prevents updates to the event's Start Time,
the scheduled appointment is updated, but the event isn’t. The
event still has the service appointment's original Start Time. If this
setting is enabled, both records aren’t updated.
Synchronize Absences from Salesforce calendar If enabled, whenever an Event record is created and the event Type
field is the same as the calendar event Type setting, a Resource
Absence record is created for the assigned user.
• The event’s Subject is mapped and synced to the resource
absence’s Type. Make sure to fill in the event's Subject field. If
left empty, the resource absence’s Type field is set to the default
value.
• The event’s Start and End fields are mapped and synced to the
corresponding resource absence fields.
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Salesforce Field Service Set Up Your Field Service Workforce
Setting Description
• The event's Assigned To field is mapped and synced to the
resource absence’s Resource field. The user in the Assigned To
field must have a service resource linked to it. The resource
absence’s Resource field is the service resource that is linked
to the user in the event's Assigned To field.
Synchronize Absences to Salesforce calendar If enabled, whenever a Resource Absence record with Record Type
Non-Availability is created for a service resource, an Event record
is created for the User linked to the service resource record.
When you create an event with Event Type = Absence, the
Resource Absence record is created and the Type field is set to the
Subject of the event. An Inactive value is created for the Type field
if it doesn't exist.
Calendar Event type The value on the Event Type field on the Event object that controls
whether a Resource Absence record is created.
Enforce validations when syncing resource absences and Salesforce Controls whether to ignore an update if the matching record can’t
calendar events be updated, or to continue without updating the matching record.
Considerations
• Child events aren’t supported.
• Recurring events create a single Service Appointment record and a single Resource Absence record.
• Crews aren’t supported since the Service Resource, as a Crew, doesn't have a User to assign appointments to.
• When creating, updating, or deleting events in bulk, if one of the event records results in a failure, Calendar Sync doesn’t sync any
of the events in that request.
• You can’t create an event of type Resource Absence or Service Appointment when the Name field is populated with a Lead, or the
Related To field is populated with any value. The Related To field is preserved for the Resource Absence or Service Appointment that
is created and linked after the new event is inserted. You can’t relate an event to a Lead record if the event is already linked to another
object through the Related To field.
• Since Site Guest Users can’t be assigned with Edit Events permission, Calendar Sync with Site Guest User isn’t supported. This means
that events aren’t created, changed, or deleted after a Guest user has changed a Service Appointment or Resource Absence.
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Salesforce Field Service Set Up Your Field Service Inventory
Set Up Your Field Service Inventory
Track and manage the storage, request, transfer, and consumption of every item in your inventory,
EDITIONS
and ensure that your mobile workforce has the right parts in stock to do their job.
First, a little vocabulary review! Field service inventory management comes with a full toolbox of Available in: both Salesforce
features. You can find these features in Salesforce as tabs or related lists: Classic (not available in all
orgs) and Lightning
• Locations are places, like warehouses, sites, or work vehicles, where inventory is stored.
Experience
• Product items represent products in your inventory stored at a particular location, such as
bolts stored in a warehouse. Each product item is associated with a product and a location in The Field Service core
Salesforce. If a product is stored at multiple locations, the product will be tracked in a different features, managed
product item for each location. package, and mobile app
are available in Enterprise,
• Products required are products that are needed to complete a work order or work order line Unlimited, and Developer
item. Editions.
• Products consumed are product items that were used to complete a work order, and are no
longer in your inventory.
• Product item transactions describe actions performed on a product item. They’re auto-generated records that help you track
when a product item is replenished, consumed, or adjusted.
• Product requests are orders for products, which you might create when stock is running low.
• Product request line items are subdivisions of a product request.
• Product transfers track the transfer of product items between inventory locations.
• Return orders track the return or repair of products.
• Return order line items are subdivisions of a return order.
• Serialized Product are products that are serialized. Each serialized product has a serial number.
• Shipments represent the shipment of product items between locations.
Now that you’ve got the important terms under your belt, it’s time to configure your org for inventory management.
Customize Inventory Settings in Field Service
To control how your team manages inventory, customize page layouts and assign user permissions.
Create Inventory Locations for Field Service
Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create
locations so you can track the items stored there and restock when necessary.
Create Product Items to Represent Inventory
After you customize your field service inventory settings, track where your inventory is stored by creating product items.
Create Serialized Inventory
In Field Service, use serialized products to assign a serial number to an asset type to track and manage your inventory.
SEE ALSO:
Manage Your Field Service Inventory
Set Up Inventory Access for Mobile Workers
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Salesforce Field Service Set Up Your Field Service Inventory
Customize Inventory Settings in Field Service
To control how your team manages inventory, customize page layouts and assign user permissions.
EDITIONS
1. Assign user permissions.
Available in: both Salesforce
Users Who Will... Need These Permissions Classic (not available in all
orgs) and Lightning
Enable Field Service Customize Application Experience
View the Locations, Products, Product Items, Read on the object The Field Service core
Product Requests, Product Transfers, Return features, managed
Orders, or Shipments tab and records package, and mobile app
are available in Enterprise,
Create, edit, or delete locations, products, Create, Edit, or Delete on the object
Unlimited, and Developer
product items, product requests, product
Editions.
transfers, return orders, or shipments
Add products required to work orders, work Edit on work orders, work order line items, or USER PERMISSIONS
order line items, or work types work types
To edit page layouts and set
Create, edit, or delete products consumed on Create on work orders AND Read on product field history tracking:
work orders or work order line items items • Customize Application
View product item transactions Read on product items To create and edit users:
• Manage Internal Users
Edit product item transactions Edit on product items
Create addresses for locations Create on Addresses
2. Customize the fields and related lists on the following objects’ page layouts.
Note: If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup,
select Rename Tabs and Labels, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations for Inventory Management
Location • Arrange the fields.
Note:
– Add the Inventory Location field so you can track where inventory is stored.
– Add the Mobile Location field so you can flag mobile locations such as service vehicles.
– If you plan to create location hierarchies, add the Parent Location field, and optionally
the read-only Root Location and Hierarchy Level fields.
– Optionally, customize the values in the Location Type field. Its out-of-the-box values are
Warehouse, Van, Site, and Plant.
• Confirm that your layout includes the desired related lists:
– The Addresses related list shows addresses related to the location, such as billing and shipping
addresses.
– The Assets related list shows assets at the location.
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Salesforce Field Service Set Up Your Field Service Inventory
Page Layout Recommended Customizations for Inventory Management
– The Associated Locations related list shows related accounts.
– The Child Locations related list shows locations within the location, such as vehicles which are
parked at a warehouse when not in use.
– The Maintenance Plans related list shows maintenance plans linked to the location.
– The Product Items related list shows product items (inventory) stored at the location.
– The Product Transfers (Source) related list shows product transfers that originated at the location.
– The Product Transfers (Destination) related list shows product transfers in which items were
transferred to the location.
– The Service Territory Locations related list shows related service territories, which usually indicates
that the location is within the territory.
Address • Arrange the fields, which appear in the Addresses related list on locations.
• Optionally, customize the values in the Address Type field. Its default values are Mailing, Shipping,
Billing, and Home.
Associated Location Associated locations let you associate multiple accounts with one location. For example, a shopping
center location may have multiple customer accounts.
• Arrange the fields, which appear in the Associated Locations related list on locations and accounts.
Product • Confirm that your layout includes the following related lists:
– The Product Items related list shows product items that track the storage of the product in an
inventory location.
– The Return Order Line Items shows return order line items that track the return or repair of the
product.
• Define values for the Quantity Unit of Measure picklist field, which comes with one value (Each).
These values are reflected in the Quantity Unit of Measure field on product items, product request
line items, product transfers, products consumed, and products required.
a. From Setup, enter Products in the Quick Find box, then select Fields under Products.
b. Click Quantity Unit of Measure.
c. In the Quantity Unit of Measure Picklist Values related list, click Edit to change the default or
New to add values. For example, you may need values like Kilograms or Liters.
d. Save your changes.
Product consumed Arrange the fields that appear in the Products Consumed related list.
Product item • Arrange the fields.
• Confirm that your layout includes the following related lists.
– The Product Item Transactions related list automatically tracks the replenishment, consumption,
and adjustment of product items.
– The Product Transfers related list shows transfers of the inventory.
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Salesforce Field Service Set Up Your Field Service Inventory
Page Layout Recommended Customizations for Inventory Management
Product item transaction Arrange the fields that appear in the Product Item Transactions related list.
Product request • Arrange the fields.
• Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
• Confirm that your layout includes the following related lists.
– The Product Transfers related list shows transfers that are created to fulfill the request.
– The Product Request Line Items related list shows the request’s line items (each associated with
a product).
– The Return Orders related list shows return orders associated with the request.
Product request line • Arrange the fields.
item
• Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
• Confirm that your layout includes the following related lists:
– The Product Transfers related list shows transfers created to fulfill the request.
– The Return Order Line Items related list shows return order line items associated with the product
request line item.
Product required Arrange the fields that appear in the Products Required related list.
Product transfer • Arrange the fields. The default layout includes only some of the available fields.
• Optionally, customize the Status field values. The default values are Ready for Pickup and Completed.
• Confirm that your layout includes the Product Item Transactions related list, which automatically
tracks the replenishment, consumption, and adjustment of the product items being transferred.
Return order • Arrange the fields.
• Confirm that your layout includes the following related lists:
– The Product Transfers related list shows product transfers related to the return
– The Return Order Line Items related list shows subdivisions of the return, each associated with
a specific product
– The Work Orders related list shows work orders related to the return
– The Work Order Line Items related list shows work order line items related to the return
Return order line item • Arrange the fields.
• Confirm that your layout includes the following related lists:
– The Product Transfers related list shows product transfers related to the return
– The Work Orders related list shows work orders related to the return
– The Work Order Line Items related list shows work order line items related to the return
Shipment • Arrange the fields.
• Optionally, customize the Status field values. The default values are Shipped and Delivered.
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Salesforce Field Service Set Up Your Field Service Inventory
Page Layout Recommended Customizations for Inventory Management
• Confirm that your layout includes the Product Transfers related list, which shows transfers that the
shipment fulfills.
Work order Confirm that your layouts include the following related lists.
Work order line item • The Products Required related list shows products needed to complete the work.
• The Products Consumed related list shows product items used to complete the work.
• The Product Requests related list shows product requests created to ensure that the assigned service
resources have the parts they need to complete the work.
• The Product Request Line Items related list shows product request line items associated with the
work.
• The Return Orders related list shows return orders associated with the work.
• The Return Order Line Items related list shows return order line items associated with the work.
3. Make the following tabs visible to your users:
• Locations
• Products
• Product Items
• Product Requests
• Product Request Line Items
• Product Transfers
• Return Orders
• Shipments
You can add the tabs to a custom app or instruct users to add them in Salesforce.
SEE ALSO:
Product Item and Inventory Fields
Product Request and Transfer Fields
Location Fields for Field Service
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Salesforce Field Service Set Up Your Field Service Inventory
Create Inventory Locations for Field Service
USER PERMISSIONS EDITIONS
To create locations: Create on locations Available in: both Salesforce
Classic (not available in all
To view associated locations: Read on accounts
orgs) and Lightning
To create, update, or delete associated Edit on accounts Experience
locations:
The Field Service core
To view addresses: Read on locations features, managed
package, and mobile app
To create, update, or delete addresses: Edit on locations are available in Enterprise,
Unlimited, and Developer
Editions.
Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored
for a field service operation. Create locations so you can track the items stored there and restock
when necessary.
1. From the Locations tab, click New.
2. Enter a location name.
3. Select a location type:
• Warehouse (default)
• Site
• Van
• Plant
4. If inventory is stored at the location, select Inventory Location. This allows you to you associate the location with items in your
inventory, known as product items.
5. If the location can be moved, like a van or tool box, select Mobile Location.
6. Complete the other fields as appropriate.
7. Click Save.
8. In the Addresses related list, create addresses for the location. The available types of addresses are Mailing, Shipping, Billing, and
Home.
9. In the Files related list, attach files like blueprints, photographs, or registration information.
10. In the Service Territory Locations related list, create records to indicate which service territories the location belongs to. Service
territory locations are warehouses, customer sites, or vehicles that are located or operate in the service territory.
SEE ALSO:
Location Fields for Field Service
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Salesforce Field Service Set Up Your Field Service Inventory
Create Product Items to Represent Inventory
After you customize your field service inventory settings, track where your inventory is stored by
EDITIONS
creating product items.
Product items represent your inventory. Each product item is linked to a storage location, such as Available in: both Salesforce
a van or warehouse, and to a specific product, indicating the item being stored. Create product Classic (not available in all
items so you can track inventory usage and restock when necessary. orgs) and Lightning
Experience
Note: Before you get started, choose whether to assign serial numbers to product items for
identification purposes. The Field Service core
features, managed
• If you assign a serial number, each product item represents a single item in your inventory: package, and mobile app
for example, create one product item representing a motor with serial number 012345 are available in Enterprise,
stored at Warehouse A. Before serializing product items, review the Inventory Management Unlimited, and Developer
limitations in Field Service Limits and Limitations. Editions.
• If you choose not to assign serial numbers, you can specify a quantity on each product
item. Product item quantities auto-update to reflect transfers between locations. Create
USER PERMISSIONS
one product item for every location that has the product in stock. For example, create:
– One product item representing 100 batteries stored at Warehouse A To create product items:
• Create on product items
– One product item representing 15 batteries stored in Service Van 1
To view product item
transactions:
1. From the Product Items tab, click New.
• Read on product items
2. Use the lookup field to select a product.
To create, update, or delete
Note: To add products to your org, see Guidelines for Creating Products. product item transactions:
• Edit on product items
3. Use the lookup field to select the location where the product item is stored. Only locations that
have the Inventory Location option selected can be associated with product items.
4. Enter the Quantity on Hand, which is the amount at this location. If you intend to add a serial number, this value will likely be 1.
5. If needed, add a unit of measure; for example, grams, packs, or units. These values are inherited from the Quantity Unit of Measure
field on products.
6. If the Quantity on Hand is 1, enter a serial number.
7. Click Save.
The product item now appears in the Product Items related list on the associated location and product records. In addition, the Product
Item Transactions related list on the product item now contains a “Replenished” transaction that tells you when the product item was
created.
If you update a product item, a new product item transaction is created with a type of “Adjusted” and a quantity that is the difference
between the old and new Quantity On Hand. Deleting a product item deletes all related product item transactions.
SEE ALSO:
Product Item and Inventory Fields
Manage Your Field Service Inventory
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Salesforce Field Service Set Up Your Field Service Inventory
Create Serialized Inventory
USER PERMISSIONS EDITIONS
To create product items: Create on product items Available in: both Salesforce
Classic (not available in all
To view product item transactions: Read on product items
orgs) and Lightning
To create product item transactions: Create on product items Experience
To update product item transactions: Edit on product items The Field Service core
features, managed
To delete product item transactions: Modify All Records or Modify All Data on package, and mobile app
product items are available in Enterprise,
To create serialized products Create on serialized products Unlimited, and Developer
Editions.
In Field Service, use serialized products to assign a serial number to an asset type to track and
manage your inventory.
Before you can send serialized products in a product transfer, you must create a product that is serialized, and create the product item
with serialized products. When creating product items, you can only use locations that are designated Create Inventory Locations for
Field Service.
1. Create a product that is serialized.
a. From the App Launcher, open Products and click New.
b. For the Transfer Record Mode, select Send and Receive or Receive only.
c. Enter the Product Name.
d. Check Serialized.
e. To create an additional product that is serialized, click Save and New.
f. Save your work.
2. Create the product item by entering the product name and location.
a. From the App Launcher, open Product Items and click New.
b. Use the lookup field to select a Product Name.
c. Use the lookup field to select the Location where the product item is stored.
d. Enter 0.00 for the Quantity on Hand. The quantity on hand is updated when you add serialized products to the product
item.
e. Save your work.
3. Add the serialized items for the product that are at the location.
a. On the Related tab of the Product Item, go to Serialized Products and click New.
b. Enter the Serial Number.
c. Use the lookup field to select a serialized Product.
d. To add additional serialized products, click Save and New.
e. Save your work.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Get Ready for Field Service Scheduling and Optimization
Define your service appointment lifecycle, configure appointment booking settings, and get to
EDITIONS
know your Field Service scheduling policies, optimization settings, and sharing settings. As of
Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default Available in: both Salesforce
for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for Classic (not available in all
all or selected service territories. The enhanced engine is an improvement of the optimization orgs) and Lightning
functionality and associated manual and semiautomatic scheduling services. The enhanced Experience
architecture and services are more efficient and improve scalability, performance, and schedule
quality. The Field Service core
features, managed
This is a Field Service managed package feature. package, and mobile app
are available in Enterprise,
Watch the video to see how to optimize scheduling using the innovative new engine, built for Unlimited, and Developer
greater scalability, precision, schedule quality, and performance alongside some new features such Editions.
as Travel Modes, Holiday Management, and Service Appointment Sliding.
Watch a video
Watch the video to see how you can benefit from improved schedule quality using the innovative new engine available by default for
new users as of Summer ’23, and easily transitioned to by existing users, for all territories. The video covers additional supported features
and the new offsite service appointment feature.
Watch a video
Get Started with Schedule Automation and Optimization in Field Service
Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences
of each method, when to use each tool, and how to set up schedule automation and optimization.
What’s Schedule Optimization?
Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service’s
optimization tool does the work for you by generating an optimal schedule according to your priorities and constraints.
How Does the Field Service Optimization Engine Work?
Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a
service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the
same location?
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and
semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability,
performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization has performance and
scale like never before and provides a framework to host innovative new functionality to take Salesforce Field Service to the next
level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling
recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.
Transition to Enhanced Scheduling and Optimization
Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service
territories. Orgs created before Summer ’23 can opt in and enable the enhanced engine for all or selected service territories and
benefit from advanced features, more efficient services, and improved scalability, performance, and schedule quality.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Activate Field Service Schedule Optimization
Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run
automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization
services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling
and Optimization uses a Platform Integration User.
Create the Field Service Integration Permission Set
Create or update the Field Service Integration permission set to access the object attributes. The Field Service Integration permission
set lets users manage permissions needed for optimization and scheduling services related to Enhanced Scheduling and Optimization
and service appointment bundling.
Customize the Field Service Appointment Life Cycle
A service appointment life cycle shows the sequence of stages that a service appointment passes through. The life cycle starts when
the appointment is created and ends when it reaches its final status.
Customize Derivation Settings
Use derivations to map the fields on standard objects to fields required for scheduling, including the Address and Service Territory
(where), start and end times (when), Scheduling Policy (how), and Work Type (what).
Customize Appointment Booking Settings
Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment
Chatter action. Customize this scheduling experience from the Field Service Admin app.
Set Up Routing for Travel Time Calculations
Field Service uses aerial routing to estimate travel time between job sites. You can improve the accuracy of these estimates by
enabling street-level routing (SLR), which considers real turn-by-turn data. To further fine-tune travel time calculation, enable
predictive travel. For even more accurate travel time calculations using the exact service appointment location and incorporating
time of day, enable point-to-point predictive routing.
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Free up time for scheduling more appointments when using appointment booking and scheduling. With sliding, service appointments
on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding
together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding
service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service
appointments by reducing white spaces.
Set Up Travel Modes
Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and
improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode
per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or
walking), the use of toll roads, and hazmat considerations.
Create and Manage Field Service Scheduling Policies
Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service
resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to
make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel
time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and
customer satisfaction.
Create and Manage Field Service Work Rules
Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules
to any Field Service scheduling policy to guide schedule optimization.
Manage Rule Validation Checks
Set how often rules are checked for violations, and what triggers automatic rule validation checks.
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Create and Manage Field Service Objectives
Add service objectives to a scheduling policy to indicate your scheduling goals. You can weight each objective to indicate its
importance. During schedule optimization, each appointment assignment receives a score from 0 to 100 for every service objective
based on how fully the objective was met.
Optimize Field Service Appointments Using Priorities
When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic
priorities, such as values that increase as due dates approach. Optimization can consider priority values when it assigns appointments
to time slots.
Create Relevance Groups
A relevance group in Field Service is a group of appointments or territory members that require their own work rules or service
objectives. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time
employees.
Fix Overlaps by Using an Automated Scheduling Flow (Beta)
Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an
appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule
Overlaps flow (Beta) is available only when you're using Enhanced Scheduling and Optimization.
Create Scheduling Recipes for Common Events
Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule
after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category.
Field Service Scheduling and Optimization Services
Scheduling and optimization includes services used to schedule, reschedule, and unschedule service appointments.
Manage Optimization Conflicts
Enhance operational stability and reduce your optimization partial completion rate by preventing optimization conflicts when
multiple optimization requests are made simultaneously on the same dataset. For example, prevent two users from creating
optimization requests simultaneously for the same territory and horizon. Also configure what happens when schedule changes are
made while optimization is running, for example, if a new job is automatically scheduled or a dispatcher reschedules a job while
optimization is running.
Reserve Time Slots for Designated Types of Work
Create specific time slots in Field Service dedicated to service appointments that meet your criteria.
Enable Multiday Field Service Appointments
Some Field Service industries have service appointments that span multiple days, for example, utility infrastructure repairs and
installations. With multiday service appointments you can schedule service appointments that span resources' nonavailability without
rule violations.
Manage Work Capacity in Field Service
Control the work performed by your workforce according to dynamic company priorities.
What’s Available in Enhanced Scheduling and Optimization
Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.
Enable Enhanced Scheduling and Optimization
Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have
Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced
engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated
manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and
improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization
considerations and limitations before using the enhanced engine.
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Set Up Enhanced Optimization for Field Service Territories
As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs
can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory
enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler
scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service
territory features are supported.
Field Service Scheduling and Optimization Solutions
Salesforce Field Service is used by a wide variety of customers across many industries. The tasks and activities that you do can vary
significantly depending on your industry, business model, and service operations model. At Salesforce, we relate your core business
objectives, needs, and user workflows to a job you need to do. The jobs framework helps us understand what customers want to
achieve by focusing on their needs and how the product or service can address them. The use cases identify the core job, large or
small, that a user must perform, solve, or complete to succeed. Review the different use cases, understand what industries they're
most common in, and learn about the scheduling and optimization features and solutions Field Service offers to solve them.
SEE ALSO:
Manage Field Service Optimization
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Get Started with Schedule Automation and Optimization in Field Service
Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn
EDITIONS
about the benefits and differences of each method, when to use each tool, and how to set up
schedule automation and optimization. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Optimization Journey The Field Service core
Implementing a system that fully automates and optimizes your workforce’s schedule is a journey features, managed
that starts with understanding where you are now and visualizing how to transform scheduling package, and mobile app
operations in the future. Schedule automation and optimization aren't required for every are available in Enterprise,
implementation, but they can drastically improve dispatcher productivity and the cost-effectiveness Unlimited, and Developer
of schedules. Editions.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Here’s how scheduling automation can help you.
• Free up dispatchers to spend more time working with field resources and other higher-priority tasks instead of spending time
manually figuring out a full-day schedule for the territory.
• Produce the most efficient schedule based on your business goals. For example, minimize travel time, schedule jobs as soon as
possible, or schedule jobs to lower-cost resources. Automatically evaluate thousands of different scheduling options.
• Improve utilization of your field workforce by automatically evaluating, reevaluating, and adjusting schedules when new work is
created or unplanned events arise. Field Service maintains commitments and adheres to your configured scheduling constraints
and preferences.
Schedule Automation Versus Optimization
Automating the creation of your workforce’s schedule and optimizing it are two distinct phases of the schedule creation journey.
Optimization is a great way to automate the schedule, but you can also automate the creation of the schedule without needing to set
up any optimization processes.
Schedule automation is the process of generating a schedule for your workforce without manual intervention. Automatically creating
a schedule reduces the burden on the dispatcher by using your company's scheduling rules and preferences to find suitable schedules
for service appointments.
You can automate the creation of your schedule in several ways.
• Select the Auto Schedule checkbox on the Service Appointment record.
When you manually create a service appointment, you can automatically schedule it to a resource that Field Service ranks best. To
do this, define a scheduling policy in the Scheduling Policy Used field and select the Auto Schedule checkbox. You can also set
these fields automatically by using triggers or flows on the creation or update of the service appointment, or set them directly on
the service appointment when it’s integrated into Salesforce from another application.
• Use the ScheduleService class for more flexibility in scheduling.
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Use ScheduleService class methods to automatically schedule your appointments when they’re created or updated. With Apex code,
you can define the scenarios when a service appointment must be scheduled and how to schedule it.
For example, to book an appointment through integration, you can use the GetSlots() method to retrieve available time options for
scheduling a service appointment. When you call GetSlots(), you can pass a scheduling policy that doesn't include service objectives
to minimize time spent evaluating and grading scheduling options, which improves performance and decreases latency. Then, use
the Schedule() method to schedule the appointment to the best possible and highest-scoring service resource by using a scheduling
policy that includes all your required service objectives. By using Apex, you can define different scheduling policies and customize
the events in which a service appointment is automatically scheduled.
• Use optimization processes to automatically create a schedule.
Optimization processes such as global, in-day, and resource schedule optimization not only create a schedule, but also evaluate
thousands of scheduling options in the background to find an optimal schedule quickly.
Schedule optimization is the process of refining the schedule by evaluating thousands of scheduling options to find an optimal schedule.
As events happen throughout the day —, for example, as new service appointments are created and schedules change —, optimization
processes ensure that your schedule is continuously improved to produce an optimal schedule over time.
You can optimize your schedule in several ways, either proactively or reactively.
• Global optimization evaluates schedules for all resources in one or more territories over a longer period of time than the other
optimization methods do. With more time to evaluate more scheduling permutations, the optimizer produces better scheduling
results. Depending on the amount of data and the complexity of the schedule, global optimization can take up to 2 hours to complete
processing, but the result is an improved schedule over other optimization methods.
To use global optimization, trigger an optimization process with a scheduling policy that doesn’t have the In-Day Optimization
checkbox selected. You can run global optimization by clicking Optimize in the dispatcher console, but it's more commonly run as
a background process during low-volume periods. Global optimization can take a long time to finish, so it's best to schedule it as a
background process when there’s not much activity on the schedule that can conflict with results. For example, schedule it to run
once, sometime after midnight in the territory’s time zone.
For global optimization, we recommend that you choose the lowest time horizon that has the most schedule activity, allowing
optimization to concentrate its resources on producing a schedule for what’s more time-critical. For example, if most service
appointments must be scheduled within the next 3 days, set your optimization horizon from today to 3 days from now for the best
results. Increasing the time horizon means the optimizer spends time generating a schedule that isn’t as critical as the immediate
next few days. Because global optimization can be scheduled to run every night, it progressively moves through future days when
it’s within the horizon date range. Automate future day schedules without global optimization by using other methods, or use a
separate global optimization job for a future time period.
• In-day optimization evaluates schedules for all resources in one or more territories in a short period of time. This optimization responds
to the dynamic nature of updates that happen throughout the day, such as reschedules, cancellations, and onsite time updates.
Because in-day optimization is typically run within the business day to quickly optimize the schedule, the process caps its run time
to provide a rapid result. This process runs for up to 5 minutes for Enhanced Scheduling and Optimization, and up to 10 minutes if
you’re not using Enhanced Scheduling and Optimization.
To use in-day optimization, trigger an optimization process with a scheduling policy that has the In-Day Optimization checkbox
selected. You can run in-day optimization by clicking Optimize in the dispatcher console, or you can run it recursively throughout
the day using a scheduled job. When you create an optimization job with an in-day scheduling policy, the Schedule tab provides
additional options to run optimization at set intervals throughout the day to continuously optimize as your day progresses.
For in-day optimization, we recommend that you run the optimization for a time horizon of a maximum of 2 days, for example,
today and tomorrow. You can run in-day optimization for more days, but because the run time for in-day optimization is limited,
it’s best to prioritize what’s most critical for optimization processing. Most reschedules, cancellations, and onsite time updates that
happen throughout the day affect today and tomorrow’s schedule, so it’s most efficient to focus on those days.
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While in-day optimization can fix schedule exceptions and optimize schedules according to service objectives to improve efficiency,
global optimization is a faster-running optimization process that yields better schedule metrics.
• Resource schedule optimization is an optimization process that evaluates and creates a schedule for a resource when last-minute
changes occur, such as canceled jobs, jobs running late, scheduling conflicts (overlaps), or emergencies. While resource schedule
optimization can be run programmatically to react to certain scheduling events, you typically run it from the dispatcher console. To
run the optimization from the dispatcher console, select Resource Schedule Optimization from the action menu of the resource
whose schedule you want to optimize.For resource schedule optimization, we recommend that you choose the lowest time horizon
for the resource that you want to impact. Typically, choose one day for the best results. Use global or in-day optimization to optimize
longer time periods.
• Scheduling recipes are configurable actions that you can set to automatically perform Resource Schedule Optimization for a given
service resource when certain criteria are met. For example, create a recipe to resolve schedule conflicts that occur when a job runs
late. You can also create a recipe to fill gaps in the schedule when an appointment is canceled. Scheduling recipes are triggered
immediately when changes are made to the schedule, so you don't have to intervene manually.
Note: Scheduling Recipes aren't supported in Enhanced Scheduling and Optimization.
• Fix Overlaps by Using an Automated Scheduling Flow provides the same outcome and functionality as scheduling recipes. It enables
you to perform and trigger Resource Schedule Optimization from Flow based on user-defined criteria and events, such as an
appointment running late. The value of this feature compared to Scheduling Recipes is that it’s configurable in Flow. Also, other
event-based automation can exist, and this feature has a greater ability to integrate with current business processes and automation.
• Fix overlaps can be used to automatically resolve overlaps created in the schedule, for example, an appointment ending late.
Overlapping service appointments are unrealistic as a service resource can’t perform more than one service at a time. Fix overlaps
can quickly resolve overlaps to produce a more realistic schedule. Fix Overlaps can resolve schedule overlaps, but it doesn't schedule
new work to a service resource or optimize a resource’s schedule according to service objectives. Fix Overlaps is a good choice when
you want to resolve an overlap without disrupting the schedule too much. If you want to resolve an overlap and optimize a resource’s
schedule according to service objectives and other work that’s not yet scheduled to the resource, then Resource Schedule Optimization
is a better choice.
The methods described in this topic are the most common automated scheduling and optimization methods used to produce efficient
schedules. For a full list of scheduling services, see Field Service Scheduling and Optimization Services.
Learn how to set up your data for success in Considerations for Effective Schedule Automation and Optimization in Field Service.
Guidelines for Effective Schedule Automation and Optimization in Field Service
Before you use the Field Service tools for automating and optimizing your workforce’s schedule, make sure you review some key
aspects and considerations.
SEE ALSO:
What’s Schedule Optimization?
Manage Field Service Optimization
Schedule Service Appointments for Field Service
Adopt and Implement Field Service Enhanced Scheduling and Optimization
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Guidelines for Effective Schedule Automation and Optimization in Field Service
Before you use the Field Service tools for automating and optimizing your workforce’s schedule,
EDITIONS
make sure you review some key aspects and considerations.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Defining Your Scheduling Goals Experience
Before you start setting up schedule automation, define the measurable goals that you want to The Field Service core
achieve. For example, are you looking to reduce your cost to serve by creating schedules with the features, managed
most efficient route and minimal travel time? What other goals do you have? How do these goals package, and mobile app
and KPIs rank relative to each other? What's the most important KPI if no scheduling option exists are available in Enterprise,
that scores highest across these goals? Every business has its own goals when you’re creating a Unlimited, and Developer
schedule. Salesforce Field Service helps you achieve these goals through its flexible configuration. Editions.
The best way to define your scheduling goals is to start with a high-level vision of what you want
to achieve and work your way down to specific metrics that you can measure.
Here’s an example:
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After you define your metrics, be clear about what level of improvement you expect to see and how it impacts your business objectives.
For example, if one of your metrics is Utilization, what level of improvement impacts your Cost to Serve?
Before implementing automation, find the baseline measurements for each of your defined metrics so that you can measure the
improvement automation has on those metrics. Use Field Service tools to track the progress of your metrics over time.
• Optimization Hub: Capture before-and-after data on common scheduling metrics when you run optimization. This data helps you
visualize and measure the impact and value that schedule optimization has on a technician’s schedule metrics.
• Field Service Intelligence: Use the prebuilt dashboard to gain visibility into your scheduling metrics without having to run optimization.
These metrics help you identify how your company is tracking against your KPIs, how healthy your operation is, and where you can
improve.
• Reports and Dashboards: Customize your Salesforce reports and dashboards.
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Data Setup and Quality Considerations
To generate an accurate schedule, automation and optimization tools rely on meaningful and correct input data. While it’s not always
possible to have perfect data, the higher the quality of the input data, the more accurate the schedule generated by the system, and
the less manual intervention is required.
Note: When designing your scheduling and optimization solution, make sure you consider Salesforce limits and considerations
to avoid failures.
Consider some aspects.
• Accurate geolocations: Salesforce Field Service has a built-in data integration service that resolves addresses on records into
geolocations or latitude and longitude coordinates. These geolocations calculate travel times between appointments so that the
best resource and time for an appointment can be scheduled. If the record addresses have data issues, such as missing a house
number or ZIP code, the service can’t accurately resolve the address to a geolocation. This missing information affects the resulting
schedule and travel metrics, so it's important to ensure data and address integrity. Use Address field validation rules and reporting
on API-accessible latitude and longitude fields to ensure data integrity.
• Service territory hierarchy: Create a defined structure for your business’s service territories to help you manage your service resources
more easily. A defined structure modularizes data into segments, which enhances the optimization’s ability to build an effective
schedule. See Guidelines for Creating Service Territories for Field Service.
• Operating hours: Operating hours define when your resources are available to be scheduled for work and when your customers are
available for onsite visits. Several types of operating hours help the optimizer find the best schedule for your work. See Guidelines
for Creating Operating Hours for Field Service.
• Estimated duration: Service appointments require an estimated duration to complete the appointment. The better the estimate, the
less uncertainty in the schedule. The most common way to define the duration of work is by work type. To set up work types, consider
how long each type of work takes to complete based on historical data as well as feedback from service resources. Regularly review
work durations for accuracy, more frequently at the beginning of your implementation to make sure you have a good baseline, and
then less frequently as estimates become more accurate. See Guidelines for Creating Work Types for Field Service.
Scheduling Criteria Management
Scheduling criteria for a work order, work order line item, and service appointment define when and to whom a service appointment
can be scheduled. A common scheduling criteria type is time restrictions. For example, the earliest a service appointment can occur
(Earliest Start Permitted), the latest it can be scheduled (Due Date). When the technician can arrive to begin service (Arrival Windows),
and any additional time requirements and SLAs. Another type of scheduling criteria is requirements, which determine which service
resources can be assigned to a job. For example, areas of expertise critical to completing a job successfully, such as skill requirements
on the work order or work order line item, and territory restrictions.
What’s the importance of accurately defining scheduling criteria? Accurate scheduling criteria are essential for completing jobs effectively
and efficiently and to ensure customer satisfaction. Define your scheduling criteria to reflect your company's business logic so that your
schedule meets your requirements.
What are the consequences of not defining scheduling criteria? Not defining precise scheduling criteria can lead to ineffective schedules
created by the engine that require manual intervention to correct. No criteria can also result in reduced service resource satisfaction by
assigning work to the wrong resources or times. Define the work rules that your scheduling policy must follow, and make sure the
underlying data drives the correct behavior that your work rules enforce.
For example, a customer requests an appointment for a service but a critical part isn’t available until next month. You must set the Earliest
Start Permitted on the Service Appointment so that a service resource isn’t assigned and dispatched to the customer’s location before
the part is available. Similarly, if a job requires a certain skill set, it’s important to list the required skills on the work order or a similar
record to make sure that you assign only the job to a resource that has those skills. Listing the skills prevents customer dissatisfaction
and increased costs.
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In addition to the accuracy of the schedule, not being specific with scheduling criteria can lead to a lower-quality schedule. As the
number of possible permutations of the schedule increases, it requires more calculations and time to find a suitable schedule. For
example, if five service appointments are to be scheduled to two candidate service resources over two time options, there are 1,024
schedule options available. By slightly increasing the complexity to schedule five service appointments to five candidates over five time
options, the number of schedule options increases to over 9.7 million. By keeping the number of candidates and time options lower,
the complexity of optimization is reduced and a better result can be found quicker.
Note: Candidate service resources is the number of service resources eligible to be assigned a service appointment after work
rules are applied.
The number of candidate service resources, the scheduling horizon (how far out you're scheduling), and variables such as appointment
window granularity (30 minutes versus 2 hours) have an impact on the performance and run-time of scheduling and optimization
services.
What are the consequences of defining too many or unnecessary scheduling criteria? Defining too many scheduling criteria can make
it more difficult to find a service resource for an appointment. You can define as many scheduling criteria as needed, but each criterion
is applied in addition to the others, which further reduces the number of scheduling options and resources that can perform the work.
For example, a service appointment is in a remote area where only one service resource has the skills within that area to service it. If that
service resource calls out sick, the customer’s appointment is missed and can incur an SLA penalty.
Review your resource coverage to make sure that you have enough alternate scheduling options so the optimizer can reassign jobs in
cases of low resource availability.
If multiple specialized skills are necessary for job completion, define these as criteria. However, if some criteria aren’t requirements to
complete the job, define these as a Preferred type Service Resource Preference and not as a Required Service Resource Preference. This
setting reduces the candidates to only that specific resource.
When you define scheduling criteria, make sure that the appointment can be scheduled.
For example, an appointment with a 30-day delta between Earliest Start Permitted and Due Date, yields more scheduling options than
a 3-day period, which is a tight turnaround. While a shorter turnaround time is more appealing to some end customers, it’s important
to set customer expectations and time requirements on service appointments to something that the company can commit to.
Consider these best practices to simplify optimization complexity.
• Reduce your optimization horizon to the lowest possible date range that makes sense for your business.
• Increase the duration of your appointment slot windows to the extent it makes sense for your business to reduce the number of
time options.
• Use work rules such as Maximum Travel from Home and Extended Match to reduce the number of candidate service resources.
Learn how to improve the performance of scheduling and optimization processes. See Guidelines for Avoiding Apex CPU Timeouts in
Field Service.
SEE ALSO:
Adopt and Implement Field Service Enhanced Scheduling and Optimization
What’s Schedule Optimization?
Manage Field Service Optimization
Schedule Service Appointments for Field Service
Field Service Limits and Limitations
Limits and Limitations for Enhanced Scheduling and Optimization
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What’s Schedule Optimization?
Manually constructing an efficient field service schedule can drive even the most serene administrator
EDITIONS
to madness. Field Service’s optimization tool does the work for you by generating an optimal
schedule according to your priorities and constraints. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Here’s an example of how schedule optimization can boost your efficiency. Experience
The Field Service core
Before Optimization After Optimization
features, managed
62 scheduled hours 69.5 scheduled hours package, and mobile app
are available in Enterprise,
24 minutes average travel 15 minutes average travel Unlimited, and Developer
51 scheduled appointments 56 scheduled appointments Editions.
Optimization Options
Define the scope of optimization to include an entire service territory’s schedule or just a single resource’s schedule.
• Global optimization—Optimize your team’s schedule for one or more service territories across a specified range of days. You can
configure this type of optimization to run regularly—for example, every evening. Or, you can run it manually as needed. Global
optimization is the most thorough and powerful type of optimization, and therefore takes the most time to complete.
• In-day optimization: Navigate last-minute schedule upsets by rapidly optimizing your team’s schedule for one or more service
territories on the day of service.
• Resource optimization—Optimize an individual service resource’s schedule on the day of service.
Terms to Know
Schedule optimization is based on several custom components that help you fine-tune your scheduling operations.
Component Description
Scheduling policy A set of rules and objectives that guide the schedule optimizer.
Use a scheduling policy to promote or de-emphasize factors such
as business priorities, travel time, and customer preferences. When
you optimize your team’s schedule, you can select a guiding
scheduling policy.
Work rule A rule that refines the list of candidates for a service appointment
by rejecting service resources that don’t match the rule. For
example, the Match Skill rule ensures that service appointments
are assigned only to service resources with the required skills. A
scheduling policy can have one or more work rules.
Service objective A scheduling goal or target. You can weight service objectives to
prioritize one over another. Every appointment assignment has a
score for each service objective. The score indicates how fully the
objective was met. The highest-scoring assignments are preferred.
A scheduling policy can have one or more service objectives.
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Component Description
Relevance group A subset of service resources or service appointments. Use
relevance group to apply work rules or service objectives to certain
resources—for example, full-time resources only—or service
appointments. You can create modified versions of work rules and
service objectives for each group and assign them to the group
using Visualforce components.
For a given time horizon, optimization grades assignments based on service objectives, and compares overall scores for different schedule
iterations. When the optimization is completed, it chooses the schedule with the highest score, and assigns appointments accordingly.
Optimization can move appointments that were previously scheduled. For example, optimization can reassign an appointment when
it finds a slot with a better grade or when it tries to fix an overlap. If an optimization unschedules an appointment and can’t find another
suitable slot, the appointment remains unscheduled after the optimization is completed. Scheduled service appointments that have
already started (Scheduled Start time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. The
service appointment's travel time can be updated since the next service appointment can be updated.
When optimizing your team’s or a service resource’s schedule, appointments with rule violations remain pinned. With Enhanced
Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling
rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned
or in a pinned status.
Note: If Fix Overlaps is selected in the scheduling policy, any existing appointment overlaps are addressed during in-day or global
optimization. When overlaps are being fixed, the overlapping appointments are unscheduled. If the optimization engine is unable
to find a valid schedule for any appointments, these appointments remain unscheduled. If Fix Overlaps isn’t selected, overlaps are
left as is. This is not to be confused with the Fix Overlaps feature in the dynamic Gantt, which is used to reschedule overlapping
appointments. In the Fix Overlaps managed package feature, you can configure fix overlap settings. For example, when unable to
find a valid schedule for an appointment, you can select to put the appointment in jeopardy, unschedule it, or reshuffle other
assignments.
Note: Not sure where to start? Create a scheduling recipe to address common scheduling challenges, like appointment cancellations
or overlaps.
SEE ALSO:
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Get Ready for Field Service Scheduling and Optimization
How Does the Field Service Optimization Engine Work?
Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service
location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same
location?
Why You Should Optimize
These tasks can be simple to schedule individually. Manually constructing an efficient schedule for collective tasks can be a nightmare
even for an expert administrator!
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The good news is that you can let Field Service’s optimization engine do the work for you. By generating an optimal schedule for your
team and customers, according to your priorities and constraints, schedule optimization helps you comply with service-level agreements
and minimize travel time, overtime, costs, and no-shows.
How is this done? For a given time horizon, optimization grades assignments based on service objectives in the scheduling policy, and
compares overall scores for different schedule iterations. When the optimization is completed, it chooses the schedule with the highest
score, and assigns appointments accordingly.
It’s important to prepare for the inevitability of scale. Scale in customer calls, scale in resource appointments, scale in travel time and
even overtime expense.
Schedules and availability are key to assigning resources, tracking projects, and ensuring customer satisfaction. The optimization engine
considers all of the available resources and appointment times and uses the scheduling policies that you set to find the most qualified
candidate and time slot based on your service objectives. Scheduled service appointments that have already started (Scheduled Start
time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. The service appointment's travel time
can be updated since the next service appointment can be updated.
Optimization Process
1. The optimization engine receives all the relevant service appointment, service territory, and service resource data for the given time
horizon.
2. The appointments are then ordered according to priority, and evaluated accordingly. The priority is defined using the Work Order
Priority Field, Work Order Line Item Priority Field, and Service Appointment Priority Field options in Field Service Settings. Then it
starts to evaluate the highest priority appointment first.
3. The optimization engine then compares the prioritized appointment's details, such as territory, required skills, and due date, to the
scheduling policy’s work rules.
4. Work rules help filter out unqualified or unavailable candidates.
5. It views the scheduling policy’s work rules. Work rules remove candidates who can’t complete the appointment because they're
unqualified or unavailable. Now it has a pool of candidates who are ready and able to do the job.
6. The optimization engine searches for available time slots between a service appointment’s earliest start permitted and due date (or
arrival window start and end dates if they’re available) within the time horizon.
7. Each available time slot and qualified candidate is then evaluated according to the scheduling policy’s service objectives.
8. This process is then repeated for remaining slots and candidates, adds the scores, and assigns the appointment to the candidate
and time slot with the highest score.
The optimizer continues to the next appointment on the list (ordered by priority) and repeats the process. When all service appointments
sent to optimization are scheduled on the Gantt, or the Gantt is full, the schedule receives an overall Utilization grade.
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic
scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and
schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization has performance and scale like never before
and provides a framework to host innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting
up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey
to Enhanced Scheduling and Optimization, with resources for every step of your way.
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Your Guide to Enhanced Scheduling and Optimization
Get Started Set Up Enhanced Scheduling and Create a Scheduled Optimization Job
Optimization
Get Ready for Scheduling and Enable Enhanced Scheduling and Manage Scheduled Jobs
Optimization Optimization
What’s Available in Enhanced Create the Field Service Integration
Scheduling and Optimization Permission Set
What’s Schedule Optimization? Configure Remote Site Settings
Video: Enhanced Scheduling and (Enable Point-to-Point Routing) Set Up
Optimization (Summer ’23) Routing for Travel Time Calculations
What’s the Fate of Existing Salesforce Considerations for Point-to-Point
Customizations? Predictive Routing
Additional Resources: Set Up Enhanced Optimization per
Territory
Video: Enhanced Scheduling and Additional Resources:
Optimization (Spring ’23)
Video: Optimization Enablement Basics Transition to Enhanced Scheduling and
- Optimization Challenge Optimization
Create and Manage Scheduling Policies
Create and Manage Work Rules
Create and Manage Service Objectives
Optimize your Schedule Enhanced Features Considerations and Limitations
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Optimize Your Field Service Schedule Video: Travel Modes Limits and Limitations for Enhanced
Scheduling and Optimization
Optimize Today’s Schedule Set Up Travel Modes Limitations for Enhanced Optimization
per Territory
Optimize a Single Resource’s Schedule Video: Service Appointment Sliding Considerations for Enhanced Scheduling
and Optimization
Trailhead: Field Service Optimization Enable Service Appointment Sliding Field Service Limits and Limitations
Video: Flexible Breaks
(Flexible Breaks) Work Rule Type: Service
Resource Availability and Work Rule Entry
Type: Service Resource Availability
Video: Holiday Management
Add Holidays to Operating Hours
Video: Complex Work
Complex Work in Field Service
Best Practices Explore Metrics in the Optimization Hub Improve your Schedule with
Appointment Insights
Coming soon Explore Metrics in Optimization Hub Get Recommendations with
Appointment Insights
Learn About Optimization Hub
Set Up Optimization Hub
View Optimization Hub
Monitor and Troubleshoot:
Monitor Optimization Requests
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More coming soon
Transition to Enhanced Scheduling and Optimization
USER PERMISSIONS EDITIONS
To enable Field Service: Customize Application Available in: Available in
Lightning Experience and
To install the Field Service managed Customize Application
Salesforce Classic in these
package:
editions where Field Service
To assign a permission set license: Manage Users is enabled: Enterprise,
Unlimited, and Developer
To create a permission set: Manage Profiles and Permission Sets Editions
To enable Enhanced Scheduling and Customize Application
Optimization:
Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories.
Orgs created before Summer ’23 can opt in and enable the enhanced engine for all or selected service territories and benefit from
advanced features, more efficient services, and improved scalability, performance, and schedule quality.
This is a Field Service managed package feature.
To transition to Enhanced Scheduling and Optimization, make sure that you meet these requirements.
• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation
preferences set in the Routing section of Field Service Settings.
Automatically Transition to Enhanced Scheduling and Optimization
Users prior to Summer ’23 can easily upgrade all service territories to use Enhanced Scheduling and Optimization with a guided flow
(recommended) comprising readiness checks and links to Salesforce Help. Discover what configuration updates are required for your
Salesforce org, get workarounds for unsupported features, and review the differences in behavior when using the enhanced engine.
1. In the Field Service Admin app, go to Field Service Settings.
2. Select Getting Started and then select the Home tab, or go directly to the Activation page under Optimization.
3. Click Run Readiness Check.
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4. Review the information and click to learn more in Salesforce Help. Only the steps relevant to your Salesforce org are shown. Then
enable Enhanced Scheduling and Optimization for all service territories. All the required settings are automatically
.delbane
Manually Transition to Enhanced Scheduling and Optimization
Transition to Enhanced Scheduling and Optimization for all or selected territories. Configure your Salesforce org to transition smoothly
to the enhanced engine.
1. Enable Enhanced Scheduling and Optimization and Field Service Integration in Setup under Field Service Settings.
2. Create or update the required permission sets in Field Service Settings.
3. Check whether the Enhanced Scheduling and Optimization service is configured in Remote Sites Settings. This service is typically
created automatically.
4. Check that point-to-point predictive routing is enabled in Field Service Settings > Scheduling > Routing. Enhanced Scheduling
and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing
section of Field Service Settings.
5. Configure Enhanced Scheduling and Optimization per territory. To enable Enhanced Scheduling and Optimization for a territory,
select Use enhanced scheduling and optimization in the service territory record. If the checkbox isn’t available, add it to the
Service Territory page layout. Review the limits and considerations that apply when you're using Enhanced Optimization per Territory.
Note: Use of the Enhanced Scheduling and Optimization services is controlled by the service territory. Some territories can
be enabled to use Enhanced Scheduling and Optimization while others aren’t, based on your rollout strategy. You can select
to enable all service territories to use Enhanced Scheduling and Optimization in Field Service Settings > Scheduling >
General Logic.
6. (Optional) To use background optimization such as global or in-day optimization, create a scheduled optimization job. The Enhanced
Optimization job type includes additional options.
• Time periods let you set up one job for multiple optimization horizons instead of separate jobs.
• Territory grouping lets you create multiple optimization groups within the same optimization job. Each optimization request
includes all the service territories in the group for each time period. For example, if you have three time periods and five groups,
15 optimization requests run. You can only add territories enabled for Enhanced Scheduling and Optimization to a group.
7. To reserve time slots for designated types of work create a recordset filter criteria for designated work.
8. Check all your Service Resource Availability work rules. If either or both of the Travel From Home (minutes) and Travel To Home
(minutes) fields are empty, this means that you allow service resources to travel for an unlimited time outside of their shift times. To
maintain the same behavior when transitioning to Enhanced Scheduling and Optimization, enter a very high value, for example,
500 minutes in the Travel To/From Home fields.
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9. Review your customizations related to Enhanced Scheduling and Optimization to assess their impact. For insights into how potential
changes can affect your custom code, see What’s the Fate of Older Salesforce Customizations?
10. Determine whether you have custom batch processes that update data in service territories. If these bulk actions use different
engines, split these processes into different datasets so that service territories from the same engine are processed together. All
service appointment territories and service resource territories within the same optimization request must use the same optimization
engine. A notification is shown when you’re running bulk operations such as global optimization with different territory optimization
settings, because it can’t be determined which optimization engine to use. See Limitations for Enhanced Optimization per Territory.
11. Update the Field Service Integration permission set, assigned to the Platform Integration User, to have Read access for any custom
fields that are referenced by the scheduling logic. Enhanced Scheduling and Optimization uses the Platform Integration User.
12. (Optional) Enhanced Scheduling and Optimization provides innovative features that were previously unavailable. Explore and apply
these features to your solution as needed. Examples of such features include:
• Set up travel modes and define different modes of transportation per service territory or service territory member to calculate
travel based on that mode of transportation.
• Set up sliding to allow Appointment Booking to find more available time slots by sliding scheduled appointments left or right
to squeeze in a new appointment.
• Create multiple flexible breaks with break timings that have a configurable offset from the start of the working day instead of a
static hour. Create up to three breaks in a day and set a latest scheduled time for breaks.
• Create holidays to set non-working times for the duration of the holiday period. Create holiday shifts for service resources who
are available to work during the holiday.
• Explore metrics in Optimization Hub. Use this enhanced version of Optimization Insights to provide KPI metric data on optimization
requests and to show statistical improvements the optimizer made.
• Create time and resource dependencies between appointments to enforce scheduling constraints. Enhanced Scheduling and
Optimization supports up to five Service appointments in a complex work chain.
• Use Gradeless Appointment Booking to improve the performance of appointment booking response time by removing objectives
from your appointment booking scheduling policy. By not specifying objectives, you save processing time required for scoring
the slot, and appointment booking only needs to find the first slot available instead of comparing against all service resources
that offer the slot.
• Use Schedule Mode to get more information on what action caused the most recent change in schedule. Additional options in
Schedule Mode, available with Enhanced Scheduling and Optimization, provide more transparency: Manual, Drag and Drop,
Schedule, Global Optimization, In-Day Optimization, and Resource Optimization. Schedule Mode appears on the service
appointment record.
• Mark Offsite Appointments to indicate that the appointment can be done remotely, with no travel time added to the schedule.
For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be
done from anywhere.
• Fix Schedule Overlaps using an automated scheduling flow. The flow optimizes resource schedules to resolve schedule overlaps
that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your
specific use case.
Note: The enhanced optimizer can automatically unschedule and try to resolve appointments that are scheduled in
violation of rules. Manual intervention is no longer required to resolve rule violations before optimization. Appointments
that need to stay in rule violation can be pinned.
13. Fine-tune the scheduling policy.
14. After testing Enhanced Scheduling and Optimization in a test environment, enable Enhanced Scheduling and Optimization for one
or two service territories in production and evaluate the results. Use the Optimization Hub to collect scheduling KPI data and get
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feedback from business users. After you’ve verified that the pilot tests are successful, enable more service territories and make
adjustments where required.
Note: You enable Enhanced Scheduling and Optimization scheduling services by service territory. This configuration lets you use
the standard optimization engine for any service territories with use cases that aren’t supported by Enhanced Scheduling and
Optimization. When optimizing multiple territories, you must enable or disable all the territories for Enhanced Scheduling and
Optimization. Create separate optimization jobs for Enhanced Scheduling and Optimization and for territories that aren’t enabled
for Enhanced Scheduling and Optimization.
SEE ALSO:
Enable Field Service
Install the Field Service Managed Package
Assign Field Service Permissions
Limits and Limitations for Enhanced Scheduling and Optimization
Create Field Service Permission Sets
Set Up Routing for Travel Time Calculations
Adopt and Implement Enhanced Scheduling and Optimization
What’s Available in Enhanced Scheduling and Optimization
Activate Field Service Schedule Optimization
Configure optimization so you can schedule appointments and address last-minute challenges.
EDITIONS
You can set up optimization to run automatically, or run it manually. Activate optimization to create
an optimization user and profile required for accessing a optimization services. When you’re using Available in: both Salesforce
Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling Classic (not available in all
and Optimization uses a Platform Integration User. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
Note: Setting up optimization consumes one Salesforce license, so check that a license is features, managed
available. package, and mobile app
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field are available in Enterprise,
Service Settings tab. Unlimited, and Developer
Editions.
2. Click Optimization > Activation. Click Create Optimization Profile to create an optimization
profile and an optimization user that submits optimization requests.
USER PERMISSIONS
3. When you’re prompted, switch to the newly created optimization user.
a. From Setup, navigate to the Users page and locate the optimization user. To create users:
• Manage Internal Users
b. Click Edit next to the user and select Active on their profile.
If you deactivate the optimization user, you can’t use optimization.
c. Select Generate new password and notify user immediately.
d. Log out.
4. When you receive the password reset email, click the link and complete the steps to log in as the optimization user.
Note: You must log in as the FSL Optimization user from the Salesforce login screen and not by clicking Log In next to the
FSL Optimization user in Setup.
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5. When you’re logged in, click the + icon in the tab bar to see your full list of tabs. Click the Field Service Settings tab.
6. Click Activate Optimization.
7. Click Allow to allow remote site access and be redirected back to Field Service Settings.
8. Log out as the optimization user and log back in with your regular username and password.
Optimization is now ready to use in your org.
Review the available scheduling and optimization services.
SEE ALSO:
Manage Field Service Optimization
What’s Schedule Optimization?
Enable Enhanced Scheduling and Optimization
Create the Field Service Integration Permission Set
Create or update the Field Service Integration permission set to access the object attributes. The
EDITIONS
Field Service Integration permission set lets users manage permissions needed for optimization
and scheduling services related to Enhanced Scheduling and Optimization and service appointment Available in: Available in
bundling. Lightning Experience and
Salesforce Classic in these
This is a Field Service managed package feature.
editions where Field Service
Note: The Field Service Integration permission set must have Read access to custom fields is enabled: Enterprise,
used in scheduling and optimization processes. For example, if a recordset filter criteria is Unlimited, and Developer
defined for a Designated Shift, the Field Service Integration permission set requires Read Editions
access to fields that the recordset filter criteria uses. Or, if Dynamic Priority uses a formula field
to calculate priority, the Field Service Integration permission set requires Read access to that USER PERMISSIONS
custom formula field and any custom fields that the formula references.
To configure the Field Service
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field
managed package:
Service Settings tab. • Customize Application
2. Click Getting Started and then Permission Sets. To assign a permission set
3. On the Field Service Integration tile, click Create Permissions or Update Permissions. license:
• Manage Users
When a permission set is current, the Create Permissions or Update Permissions link on the tile is
replaced by a message indicating that it’s up to date. To create a permission set:
• Manage Profiles and
The Field Service Integration permission set isn't tied to a license, and you can enable permissions Permission Sets
to fit your organization’s needs without relying on one. This allows you to enable permissions for
the Field Service Integration permission set on your own and give the Platform Integration User
access to fields and objects when they need to be modified. The Field Service Integration is exclusive to the Platform Integration User.
SEE ALSO:
Assign Field Service Permissions
Create Field Service Permission Sets
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Customize the Field Service Appointment Life Cycle
A service appointment life cycle shows the sequence of stages that a service appointment passes
EDITIONS
through. The life cycle starts when the appointment is created and ends when it reaches its final
status. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Service appointments come with the following statuses to represent stages in their life cycle. Experience
• None The Field Service core
• Scheduled features, managed
• Dispatched package, and mobile app
are available in Enterprise,
• In Progress Unlimited, and Developer
• Completed Editions.
• Cannot Complete
• Canceled
Note: Update the status names to fit your business by editing the Status picklist values in Setup. Changing the name doesn’t
change a status’s automatic transition behavior.
Note: When creating custom statuses, consider the status naming as there's a 40-character limit for status transitions. The status
transition is defined as: Status 1 - Status 2. If this definition exceeds 40 characters, including the dash and the spaces, then the
status transition isn't saved.
Here’s how to customize your service appointment life cycle.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Service Appointment Life Cycle.
3. Click SA Status. Select a status value for each description.
4. Save your changes.
5. Click the Status Transitions tab.
6. Each row represents a flow or transition in the service appointment life cycle. Modify the existing flows, delete flows, or add new
ones.
Note: When a service appointment is unscheduled, its status changes to None.
When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service
appointment lifecycle.
Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched
status category.
7. Optionally, click More Details to limit the user profiles that can make each status change. You can also select a custom Visualforce
page to display when a user tries to make the status change. Changing an appointment status in this way is only available from the
status change chatter action on the service appointment record Feed tab, and not from the Gantt. Only status values that are
permitted in your service appointment life cycle settings are shown there. The status flow diagram at the bottom of the Status
Transitions page shows your status flows, but doesn’t show profile-based restrictions.
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8. Save your changes.
SEE ALSO:
Service Appointment Fields for Field Service
Manage Field Service Appointments
Customize Derivation Settings
Use derivations to map the fields on standard objects to fields required for scheduling, including
EDITIONS
the Address and Service Territory (where), start and end times (when), Scheduling Policy (how),
and Work Type (what). Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Choose any object and map fields from the record where the action is used so that the values are Experience
automatically derived to the Work Order and Service Appointment created through that action. Set
The Field Service core
default values from the object to the global action interface and override the values.
features, managed
Derivations apply to all field service scheduling actions of Appointment Booking, Get Candidates, package, and mobile app
and Emergency Dispatch. Field mapping isn’t required, but mapping all fields helps ensure that the are available in Enterprise,
appointment is scheduled properly. Unlimited, and Developer
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Editions.
Service Settings tab.You can only map to the fields listed on the Field Service Settings tab.
Use process automation to set additional fields.
2. Select Global Actions > Appointment Booking.
3. From the dropdown, select an object and click Add Object. After you select the object, you can select fields from the source object
to map to the service appointment fields listed on the Field Service Settings tab.
Customize Appointment Booking Settings
Users can schedule service appointments for a work order, work order line item, or other record by
EDITIONS
using the Book Appointment Chatter action. Customize this scheduling experience from the Field
Service Admin app. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
Service Settings tab.
The Field Service core
2. Select Global Actions > Appointment Booking. features, managed
3. Configure your settings. package, and mobile app
are available in Enterprise,
Note: Use a scheduling policy without service objectives to improve performance if you Unlimited, and Developer
aren’t using slot grades in Appointment Booking. If you’re using Enhanced Scheduling and Editions.
Optimization, booking appointments with a scheduling policy that doesn’t have service
objectives is called gradeless appointment booking. In this case, appointment booking finds
the first eligible candidate for each slot without having to grade all the possible options. When
you’re not using Enhanced Scheduling and Optimization, appointment booking grades all
the possible options. However, if you don’t have service objectives in the scheduling policy,
the processing time is shorter.
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Field Name Description
Default scheduling policy The scheduling policy used to generate a list of arrival windows or
time slots when a user clicks Book Appointment or Candidates
in the feed. By default, these actions use the Customer First
scheduling policy. This policy aims first to use the customer’s
preferred service resources, then to schedule the appointment as
soon as possible, and finally to minimize the resource’s travel time.
• You can also change this setting on the Customize
Appointment Booking page in Guided Setup.
• Optionally, create a custom Scheduling Policy lookup field for
an object and map it to the object on the Derivations tab in
Global Actions. This way, records of that object type use the
policy you selected rather than the default policy.
Default operating hours The operating hours that determine the arrival window time slots
that are offered to customers. Each appointment’s scheduled start
falls within the arrival window requested by the customer.
By default, the Gold Appointments Calendar operating hours are
used, which consist of two-hour time slots, Monday–Friday, from
9 AM to 5 PM. You can change the arrival window operating hours
on the Customize Appointment Booking page in Guided
Setup—which also lets you quickly define and preview your
hours—or from the Operating Hours tab.
If different appointment booking windows are needed for different
level of service, add entitlements to your work orders. For example,
standard customers get 4-hour booking windows while VIP
customers get 2-hour windows. In the Operating Hours field on
the entitlement, select the appropriate appointment booking
window operating hours.
The Operating Hours records that represent appointment booking
slots offered to customers (specifically, the slots that you’ve chosen
for the Default Operating Hours setting and specified in the
Entitlements records) are the only two specific instances where
the Timezone field on the Operating Hours record is ignored. This
approach ensures that you don’t need to create different
appointment window Operating Hours records for each time zone
in which you offer services. Instead, when you retrieve appointment
booking slots, the scheduling engine considers the time zone of
the service territory associated with the service appointment or
work order that you're requesting slots for. This behavior ensures
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Field Name Description
that your appointment booking slots are aligned with the relevant
time zone.
Ideal grading threshold An appointment’s grade represents its adherence to the scheduling
policy’s service objectives. Enter a value 0–100. When potential
appointments are shown in the Book Appointment action,
appointments with a grade equal to or higher than the ideal
grading threshold have an Ideal flag.
Recommended grading threshold An appointment’s grade represents its adherence to the scheduling
policy’s service objectives. Enter a value 0–100. When potential
appointment times are shown in the Book Appointment action,
appointments with a grade below the ideal grading threshold and
equal to or higher than the recommended grading threshold have
a Recommended flag.
Minimum Grade An appointment’s grade represents its adherence to the scheduling
policy’s service objectives. Enter a value 0–100. When potential
appointments are shown in the Book Appointment action,
appointments below this value aren’t shown in the list.
Number of hours for initial appointment search If the difference between the earliest start permitted and due date
is greater than this value, the appointment is displayed in an initial
list while the search continues for additional candidates. This initial
list provides some scheduling options so the agent has some slots
to offer the customer while you’re waiting for all options to load.
Show grades explanation When this option is selected, clicking the info icon next to an option
shows its score for each service objective in the applied scheduling
policy. These scores are averaged to form the overall score.
Custom CSS (cascading style sheet) To customize the appearance of the Book Appointment and
Candidates actions, enter a name of a CSS file.
Disable service territory picker in appointment booking Hide the service territory field in the Book Appointment action.
Pin three highest graded time slots to the top Highlight the three highest-graded time slots and pin them to the
top of the list in a Golden Slots section.
Open extended view by default Display appointment details in the extended view. When this option
isn’t selected, users must click Show More Options to see the
Earliest Start Permitted and Due Date fields.
For an appointment to be scheduled, the following information is
required: scheduling policy, work type, earliest start permitted, and
due date. While a service territory isn’t required, it’s recommended.
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Field Name Description
Automatically search for scheduling options The global action automatically searches for available scheduling
options and shows them while the record page is loading.
When the action runs automatically, it can update the record,
making your layout or record page outdated. To avoid this, turn
off this setting.
Time Zones and Appointment Booking
In large field service operations, the service appointment’s support agent, assigned resource, and customer could all be in different
time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.
SEE ALSO:
Manage Field Service Appointments
Time Zones and Appointment Booking
In large field service operations, the service appointment’s support agent, assigned resource, and
EDITIONS
customer could all be in different time zones. Field Service’s appointment booking process shows
each user’s appointment details in their own time zone. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
If your operation spans multiple time zones, follow these guidelines when creating records. Experience
• For work orders, complete the Service Territory field. A service appointment inherits its parent The Field Service core
record’s service territory when the parent is a work order or work order line item, but you can features, managed
set a unique service territory on an appointment. package, and mobile app
• Ensure that each service territory is aligned with one time zone only and doesn’t span multiple are available in Enterprise,
time zones. Every service territory must be associated with one Operating Hours record that Unlimited, and Developer
specifies one time zone. For example, if your operations cover Kentucky, United States, you Editions.
must have at least two service territories: one for the Eastern time zone and another for the
Central time zone. Use Map Polygons to define the geographical boundaries of these territories
to ensure that service appointments created with specific geolocations are linked to the correct service territory. By implementing
this architecture, you can guarantee that your service and communication with customers are conducted according to their local
time zones.
• Create operating hours in Guided Setup that represent the arrival windows offered in the Book Appointment action.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Select Go to Guided Setup > Customize Appointment Booking.
3. Update the operating hours, and save your changes.
You can also update the operating hours from Field Service Settings > Global Actions > Appointment Booking.
When the Book Appointment action is used, Field Service doesn’t consider the time zone defined on the arrival windows operating
hours record. Instead, it uses the time zone of the service appointment’s service territory’s operating hours. This way, when a customer
selects a time slot, the appointment is scheduled according to the customer’s time zone.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Example:
• A support agent’s time zone is Eastern Standard Time (EST).
• A service resource’s time zone is Mountain Time (MT) on both the user record and the primary service territory.
A customer in Nevada, which is in the Pacific Standard (PST) time zone, calls the company for an appointment, and the support
agent creates a work order. The work order is identified as being within the customer's service territory (PST) because the Map
Polygon record associates the job's geographical location with the PST territory.
On the Book Appointment page, the customer selects an arrival window of 1:00 PM–3:00 PM. The arrival window is in the customer’s
time zone (PT) because it uses the work order’s service territory’s time zone.
After the appointment is booked, each person involved can view its details in their time zone.
• When the customer (PT) receives an email confirmation, the arrival window is shown as 1:00 PM–3:00 PM.
• When the support agent (ET) views the service appointment, the arrival window is shown as 4:00 PM–6:00 PM. The agent’s
arrival window differs from the customer’s because the date and time fields are automatically converted to the viewer's time
zone. To ensure agents communicate with customers in the customer's local time, consider creating formula text fields that
show the service appointment times in the customer's time zone, referencing the Operating Hours associated with the service
appointment's territory.
• When the assigned resource (MT) checks the schedule in the Field Service mobile app, the arrival window is shown as 2:00
PM–4:00 PM. The service resource’s arrival window is in the MT local time because the date and time fields are converted to
the user's time zone. To ensure technicians communicate with customers in the customer’s local time, consider creating
formula text fields that show service appointment times in the customer's time zone, referencing the time zone from the
Operating Hours associated with the service appointment's territory.
For more information on scheduling across time zones in Field Service and example configurations, see this webinar.
SEE ALSO:
Create and Manage Map Polygons
Set Up Routing for Travel Time Calculations
Field Service uses aerial routing to estimate travel time between job sites. You can improve the
EDITIONS
accuracy of these estimates by enabling street-level routing (SLR), which considers real turn-by-turn
data. To further fine-tune travel time calculation, enable predictive travel. For even more accurate Available in: both Salesforce
travel time calculations using the exact service appointment location and incorporating time of Classic (not available in all
day, enable point-to-point predictive routing. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
Point-to-point predictive routing is gradually replacing predictive travel and street-level routing
features, managed
and is available in all scheduling and optimization operations. As of Spring ’21, new Salesforce orgs
package, and mobile app
get point-to-point predictive routing by default. Salesforce orgs before this retain predictive travel
are available in Enterprise,
and their configuration but can switch to point-to-point predictive routing. Unlimited, and Developer
Per-appointment travel time is one of the most important KPIs that a field service organization Editions.
tracks. A small improvement can give a mobile worker more time to work, drive less, reduce their
carbon footprint, and promptly reach the customer. Accurate route planning helps your mobile
workforce perform at the highest level.
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Field Service uses routing to calculate and minimize travel time and distance between appointments, and shares this information with
users. Travel time also factors into the scores assigned to available time slots and service resources during scheduling. Several routing
options are available:
• Aerial routing—Computes the shortest distance between two locations based on a straight-line route.
• Street-level routing—Computes the distance along roads or transportation routes. SLR is based on actual road speed measurements
and the expected travel speed based on road type. SLR calculation takes a bit longer than aerial routing calculation.
• Predictive travel —Builds on SLR by incorporating time-of-day data into the calculation. Predictive travel applies only to optimization
operations; scheduling operations like the Book Appointment and Candidates actions don’t use it.
• Point-to-point predictive routing—Estimates travel time using the exact service appointment location and considers time of day.
This routing is used across all scheduling and optimization operations. Point-to-point predictive travel supports calculating routes
that include transport by ferries. Transport by ferry is calculated at a fixed rate of 5 km/hr (or 3.1 mph). Create travel modes per
territory, resource, or both for accurate routing calculations based on transportation type, toll road preferences, and the presence
of hazardous materials. The default travel mode is set to car, using toll roads, and not carrying hazardous materials.
Note: You must be registered to use SLR, predictive travel, and point-to-point predictive routing. Registration is automatic. A
Register button appears if necessary, for example, after you refresh a sandbox for Field Service. Registration isn't required when
using Enhanced Scheduling and Optimization.
With predictive travel, traffic patterns such as rush hours are used when estimating travel time for more accurate predictions. For example,
traveling from A to B at 8 AM can yield a different travel time prediction than when leaving at 9 AM, due to anticipated traffic variations.
Emergency work uses Real-Time Travel provided by Google.
To set your travel time calculation preferences, open the Field Service Admin app from the App Launcher. Select Field Service Settings >
Scheduling > Routing.
Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set
in the Routing section of Field Service Settings. Aerial routing is used when Enhanced Scheduling and Optimization can't calculate travel
time using predictive travel. A route can be unfeasible with predictive travel if travel mode limitations apply, a location is more than 1.5
kilometers from an official road, or data coverage is partial. For example, the dispatcher wants to manually assign the work to Alan as
he’s the only available resource. Alan drives a truck, but the route that Alan is assigned to doesn't allow trucks. Or, Alan is assigned to
maintain an asset that’s located 2 kilometers from a road, or in a new neighborhood. The travel source used to calculate the travel time
to the service appointment, resource absence, or home base is automatically shown in the Estimated Travel Time From Source and
Estimated Travel Time To Source fields for the assigned resource or resource absence.
With Enhanced Scheduling and Optimization you can take activities into consideration when calculating the travel time. Travel time
calculates the time it takes to drive from one location to another. However, the calculation doesn’t include additional setup time such
as time for finding parking or time to get from the parking to the customer. In Travel Time Buffer, define the number of minutes to add
for activities other than driving. The additional travel time is added to new service appointments when they’re scheduled or to existing
appointments if the schedule changes. The buffer is added only to service appointments with geocodes or with travel times. The buffer
isn’t added to consecutive appointments that don’t have travel times, for example, appointments that are at the same site. You can also
define buffers per territory. See Create Service Territories for Field Service on page 44.
Considerations
• Travel time is calculated according to the order of the schedule. The assigned resource object includes three travel time fields. Actual
Travel Time (Minutes) is an optional field for you to indicate the actual travel time. Estimated Travel Time (Minutes) is automatically
populated by the system and represents the travel time estimation to the service appointment. Approximate Travel Time From
(Minutes) is automatically populated by the system only for the last service appointment of the day, and is an estimate of the travel
time from the service appointment to the service resource’s home base.
• The Estimated Travel Distance From field on the assigned resource object is used to show the estimated mileage (travel distance in
kilometers or miles) from the service resource’s assigned appointment location to their home base. The Estimated Travel Distance
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
To field is used to show the estimated mileage to the service resource’s assigned appointment location from a service appointment,
another resource absence location, or their home base.
• Field Service is continually calculating travel time to make sure that it is up-to-date. As a result, if the updated travel time is longer
than the original travel time, and an appointment is scheduled to occur immediately afterward, an overlap can occur. This overlap
can usually be resolved automatically, but in some cases you must manually resolve the overlap.
Considerations When Using Enhanced Scheduling and Optimization
Pay attention to the considerations if you’re using Enhanced Scheduling and Optimization.
• Point-to-point predictive routing is used regardless of the travel distance.
• Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end
points.
• When a service appointment is dragged onto the Gantt to be scheduled, the routing calculation depends on the chosen start time.
The time of day can affect typical road speed measurements, for example.
• The Estimated Travel Time From Source field on Assigned Resources displays Aerial as the calculation method for all appointments,
except for the last appointment of the day. Because Travel From is calculated only for the last service appointment of the day, its
value is zero for every other appointment. The last appointment of the day is calculated with SLR.
• The Maximum Travel from Home work rule always uses aerial routing calculation regardless of point-to-point predictive routing or
SLR.
• Travel time is calculated based on the assumption that a resource travels as soon as possible from the home base from which their
shift starts. For example, if a resource’s shift starts at 9:00 AM and the first service appointment is at 11:00 AM, the calculation assumes
the resource must depart at 9:00 AM. The calculation doesn’t consider the time required to reach the service appointment.
• If you define Travel From Home (minutes) as part of the Service Resource Availability work rules, resources can travel before the start
of the work day. This additional time is considered when calculating the departure time.
Considerations When Not Using Enhanced Scheduling and Optimization
Pay attention to the considerations if you aren’t using Enhanced Scheduling and Optimization.
• Point-to-point predictive routing considers using toll roads when relevant. SLR and Predictive travel avoid toll roads, which can result
in longer travel times.
• Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end
points.
• When you switch from aerial routing to SLR, scheduling recalculates travel times, including times for already scheduled appointments.
• When SLR is activated, resource travel speed isn’t considered. However, if the calculation returns to aerial routing, travel speed is
considered.
• The Street Level Routing Cache custom object improves SLR calculation time for distances that were calculated in the previous 30
days between two given points. Don’t delete this object.
• The travel time is based on the Driving profile in Google maps and can’t be changed.
• SLR creates a grid of 200-meter squares. Every service appointment within the grid gets the same geolocation for routing purposes.
• When a service appointment is dragged onto the Gantt to be scheduled, the routing calculation depends on the chosen start time.
The time of day can affect typical road speed measurements, for example.
• If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation to estimate travel time with SLR. If
you don’t include this annotation, aerial routing is used instead. For more information, see Queueable Apex: More Than an @future.
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• The Estimated Travel Time From Source field on Assigned Resources displays Aerial as the calculation method for all appointments,
except for the last appointment of the day. Because Travel From is calculated only for the last service appointment of the day, its
value is zero for every other appointment. The last appointment of the day is calculated with SLR.
• If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used.
• Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each day
is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you would get on a night slot with
minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR travel time for
platform scheduling. This limitation isn’t relevant when you’re using Enhanced Scheduling and Optimization, because the enhanced
engine doesn’t use SLR.
• Any scheduling action that is triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR is
enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If DML
occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error. When the
schedule falls back to aerial routing due to a failure in the callout, overlaps can appear on the Gantt after the travel time and break
update runs and updates the travel to SLR or predictive travel. To avoid an exception, allow the system to use aerial routing or ensure
that DML is completed in a separate transaction. If you want transactions of this type to cause an exception rather than a switch to
aerial routing, from the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings >
Scheduling. Select Avoid aerial calculation upon callout DML exception.
• Optimization can use aerial, SLR, or predictive travel, and can report which routing method was used.
Additional Considerations for Point-to-Point Predictive Routing
• In Salesforce orgs before Spring ’21, if you haven’t turned on point-to-point predictive routing, you can still switch to SLR or predictive
travel.
• Unlike SLR, which creates a grid of 200-meter squares, point-to-point predictive routing uses the exact locations of objects for
scheduling.
• For a location (source or destination) that’s more than 1.5 kilometers from the nearest road, aerial routing is used instead of
point-to-point predictive routing.
• Aerial routing is used when Enhanced Scheduling and Optimization can't calculate travel time using point-to-point predictive routing.
A route can be unfeasible with predictive travel if travel mode limitations apply or data coverage is partial.
• Check which territories are fully covered by point-to-point predictive routing in the list of navigable countries.
Note: When you switch to point-to-point predictive routing, scheduling and optimization recalculate travel times, including
times for already scheduled appointments. You can incur an overlap of appointments because of the more accurate, slightly longer,
travel times. Use resource schedule optimization to fix overlaps locally (for specific resources), or run global or in-day optimization
to reoptimize the whole schedule (this takes longer). If you aren't using Enhanced Scheduling and Optimization, you must apply
the Fix Overlaps scheduling policy.
Navigable Countries
The availability of point-to-point predictive routing in a region depends on the map coverage level for that region.
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Navigable Countries
The availability of point-to-point predictive routing in a region depends on the map coverage level
EDITIONS
for that region.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The following countries support this level of routing. orgs) and Lightning
• Algeria Experience
• Albania The Field Service core
• American Samoa features, managed
package, and mobile app
• Andorra are available in Enterprise,
• Argentina Unlimited, and Developer
• Australia Editions.
• Bahamas
• Bahrain
• Belgium
• Bosnia and Herzegovina
• Botswana
• Brazil
• Brunei
• Bulgaria
• Burkina Faso
• Cameroon
• Canada
• Cayman Islands
• Central African Republic
• Chad
• Chile
• Colombia
• Congo, Republic of the
• Costa Rica
• Cote d’Ivoire (Ivory Coast)
• Croatia
• Cyprus
• Czechia
• Denmark
• Egypt
• Equatorial Guinea
• Estonia
• Eswatini
• Falkland Islands (Islas Malvinas)
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• Finland
• France
• French Guiana
• Gabon
• Germany
• Gibraltar
• Greece
• Guadeloupe
• Guam
• Hong Kong
• Hungary
• Iceland
• India
• Indonesia
• Iraq
• Ireland
• Isle of Man
• Israel
• Italy
• Jordan
• Kazakhstan
• Kenya
• Kosovo
• Kuwait
• Latvia
• Lebanon
• Lesotho
• Libya
• Liechtenstein
• Lithuania
• Luxembourg
• Macau
• Malaysia
• Malta
• Martinique
• Mauritania
• Mauritius
• Mayotte
• Mexico
• Monaco
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• Montenegro
• Morocco
• Mozambique
• Namibia
• Netherlands
• New Zealand
• Nigeria
• North Macedonia
• Norway
• Oman
• Panama
• Paraguay
• Peru
• Philippines
• Poland
• Portugal (Azores, Madeira)
• Puerto Rico
• Qatar
• Reunion Island
• Romania
• Russia
• Saint Barthélemy
• Saint Helena
• San Marino
• Sao Tome and Principe
• Saudi Arabia
• Serbia
• Singapore
• Slovakia
• Slovenia
• South Africa
• Spain
• Sweden
• Switzerland
• Sweden
• Switzerland
• Taiwan
• Thailand
• Tunisia
• Türkiye
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• Ukraine
• United Arab Emirates
• United Kingdom (UK)
• Uruguay
• USA
• Vatican City
• Venezuela
• Vietnam
• Virgin Islands (USA)
• Zambia
• Zimbabwe
Low Coverage Countries
Low coverage areas provide minimum map coverage. These countries are missing routes or traffic information required for accurate
point-to-point travel predictions.
• Belarus
• Japan
• Moldova
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Free up time for scheduling more appointments when using appointment booking and scheduling.
EDITIONS
With sliding, service appointments on the Gantt can move to an earlier or later time, within the
resource’s availability for the same shift. By using reshuffling and sliding together, service Available in: Available in
appointments on the Gantt can also move to a different day or to a different resource. Reshuffling Lightning Experience and
and sliding service appointments provide more time slot availability and faster SLA compliance and Salesforce Classic in these
enable the scheduling of longer service appointments by reducing white spaces. editions where Field Service
is enabled: Enterprise,
This is a Field Service managed package feature. Unlimited, and Developer
Note: Sliding is available only with Enhanced Scheduling and Optimization. Editions
USER PERMISSIONS
Enable Service Appointments Sliding and Reshuffling When Using
Enhanced Scheduling and Optimization To enable service
appointment sliding:
Watch the video to see how to free up time for a new service appointment when using appointment • Customize Application
booking and scheduling operations by sliding service appointments on the Gantt to an earlier or
later time, within the resource’s availability.
Watch a video
To schedule critical service appointments even when the Gantt is full, the service appointments’ priorities are considered when using
sliding and reshuffling together. If a scheduling action can’t find an available time slot by sliding and reshuffling, service appointments
with lower or equal priorities can drop from the schedule. See Book and Schedule Appointments by Using Priorities on page 464.
Before you enable service appointment sliding and reshuffling, make sure you meet these requirements.
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• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
• Enhanced Scheduling and Optimization is enabled.
1. From the App Launcher, open the Field Service Admin app, and then click the Field Service Settings tab.
2. Select Scheduling | General Logic.
3. Under Sliding and Reshuffling select one of the options:
a. Select Sliding only to enable service appointments to move between time slots for the same resource within the same shift.
Sliding is the default value.
Select Enable complex work sliding by territory for complex work chains scheduled to multiple resources (for example, same
start appointments).
b. Select Sliding and reshuffling to enable service appointments to move between time slots on any day or to another resource.
From the Keep Scheduled Criteria picklist, select a service appointment status to use as criteria to make sure that the appointments
aren’t dropped from the Gantt during scheduling and appointment booking. These appointments can be moved to a different
time slot or to a different resource.
c. Select None prevents appointments on the Gantt from moving.
4. From the Pin Criteria picklist, select service appointment statuses to use as criteria to pin appointments to the Gantt (maximum 155
characters). These appointments are excluded from scheduling and appointment booking.
5. Click Save.
Considerations for using sliding only:
• Service appointment sliding doesn’t violate any scheduling rules.
• Service appointments can’t move from one resource to another.
• Service appointments can’t be unscheduled.
• Service appointments can move left and right within the shift without changing the order of the service appointments scheduled
in the shift. They can also move from before lunch breaks to after lunch breaks.
• Sliding service appointment functionality is applicable to appointment booking and schedule services only.
• Service appointments that are part of a complex work chain and are scheduled to multiple resources can move only to the right.
• If a service appointment that’s part of a complex work chain is violating a work rule, the entire chain is considered pinned.
• Sliding isn’t supported for service appointments that are part of a complex work chain and that are scheduled during shifts that span
over midnight, except for service appointments with a same-start dependency.
Considerations for using sliding with reshuffling:
• Service appointments with Schedule over lower priority appointment selected, can cause a lower priority appointment to be
dropped from the Gantt.
• All candidates are considered when a different resource is assigned to an appointment, for example, not only candidates with the
relevant skills.
• Reshuffling maximizes the possibility of finding available time slots, but it takes longer than sliding alone.
• Service appointments that are pinned to the Gantt aren’t moved.
• Service appointments with a status that matches one of the statuses defined in the Pin Criteria field on the General Logic tab aren’t
moved.
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Customize Service Appointment Reshuffling When Not Using Enhanced Scheduling and Optimization
You can define the time period in which lower priority appointments can be postponed when reshuffling.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Scheduling | Dynamic Gantt.
3. Under Reshuffle Assignments, define the time period in which lower-priority appointments can be postponed. When appointments
are reshuffled, lower-priority appointments are rescheduled during the time period between their Earliest Start Permitted—or the
current date, if the Earliest Start Permitted has passed—and this many days later.
4. Save your change.
SEE ALSO:
Schedule Appointments from the Record Feed
Schedule Appointments from the Dispatcher Console
Book and Schedule Appointments by Using Priorities
Get Ready for Field Service Scheduling and Optimization
Set Up Travel Modes
Optimization services with different travel modes enhance predictive travel by providing more
EDITIONS
accurate travel time predictions and improving the completion rate of service appointments. By
leveraging different types of travel modes, admins define the travel mode per territory, per primary Available in: Available in
service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, Lightning Experience and
or walking), the use of toll roads, and hazmat considerations. Salesforce Classic in these
editions where Field Service
This is a Field Service managed package feature. is enabled: Enterprise,
Watch the video to see how to calculate accurate travel times when scheduling service appointments, Unlimited, and Developer
based on transportation type, permission to use toll roads, and the presence of hazardous materials. Editions
Watch a video
Before you set up Travel Modes, make sure you meet these requirements.
• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
• Enhanced Scheduling and Optimization is enabled.
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation
preferences set in the Routing section of Field Service Settings.
Travel modes are applied only to territories using Enhanced Scheduling and Optimization. Travel mode can't be assigned to a
secondary service territory member. All Limits and Limitations for Enhanced Scheduling and Optimization apply to travel modes.
Configure Travel Modes
Configure your Travel Modes settings and assign user permissions.
Create Travel Modes for Field Service
Create travel modes per territory, resource, or both so that routing calculations are accurate based on the transportation type, whether
the resource can drive through toll roads, and whether the resource is carrying hazardous materials.
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Assign a Travel Mode to a Service Territory or Service Territory Member
Assign a travel mode to a service territory or to a service territory member so that the Enhanced Scheduling and Optimization engine
can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service
territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the
territory-level setting. Only primary territory members can have a travel mode assigned to them.
SEE ALSO:
Enable Enhanced Scheduling and Optimization
Set Up Enhanced Optimization for Field Service Territories
Set Up Routing for Travel Time Calculations
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Configure Travel Modes
Configure your Travel Modes settings and assign user permissions.
EDITIONS
This is a Field Service managed package feature.
Available in: Available in
1. From Setup, in the Quick Find box, enter Object Manager, and then select Object Lightning Experience and
Manager. Next, click Service Territory or Service Territory Member, and then scroll to the Salesforce Classic in these
Page Layouts section. editions where Field Service
2. Click Page Layouts, and then click FSL Service Territory Layout or FSL Service Territory is enabled: Enterprise,
Unlimited, and Developer
Member Layout.
Editions
3. Click Edit, drag the Travel Modes field to the page layout, and then save your changes.
USER PERMISSIONS
To enable travel modes:
• Customize Application
To view travel modes:
• Read on travel modes
OR
Any of these custom
permission sets:
• Field Service Admin
Permissions
• Field Service Agent
Permissions
• Field Service
Dispatcher
Permissions
To create, update, or delete
travel modes:
• Edit on travel modes
To assign a travel mode to
a service territory or service
territory member:
• Edit on service territory
and/or service territory
member
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Create Travel Modes for Field Service
Create travel modes per territory, resource, or both so that routing calculations are accurate based
EDITIONS
on the transportation type, whether the resource can drive through toll roads, and whether the
resource is carrying hazardous materials. Available in: Available in
Lightning Experience and
This is a Field Service managed package feature.
Salesforce Classic in these
1. From the Travel Modes tab, click New. editions where Field Service
2. Select a travel mode name. is enabled: Enterprise,
Unlimited, and Developer
Editions
USER PERMISSIONS
To view travel modes:
3. Select the transport type: Car (default), Light Truck, Heavy Truck, Bicycle, or Walking. The truck • Read on travel modes
category that you select is based on the truck’s measurements and maximum load capacity. To create, update, or delete
travel modes:
Transport Type Weight (kg) Height (m) Length (m) Width (m) • Edit on travel modes
Light Truck 8,500 4.3 12.5 2.5
Heavy Truck 15,000 4.6 19 3.5
4. Indicate whether the travel mode can use toll roads and whether it’s transporting hazmat, and then save your changes.
Note: When you select walking or bicycle, the hazmat and toll roads settings are ignored during calculation.
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Assign a Travel Mode to a Service Territory or Service Territory Member
Assign a travel mode to a service territory or to a service territory member so that the Enhanced
EDITIONS
Scheduling and Optimization engine can consider the resource’s routing and travel preferences.
Routing requests are based on the travel mode selected at the service territory level unless specified Available in: Available in
otherwise at the resource level. In this case, the resource territory membership setting overrides Lightning Experience and
the territory-level setting. Only primary territory members can have a travel mode assigned to them. Salesforce Classic in these
editions where Field Service
This is a Field Service managed package feature. is enabled: Enterprise,
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing Unlimited, and Developer
regardless of the travel time calculation preferences set in the Routing section of Field Service Editions
Settings.
Travel modes are applied only to territories using Enhanced Scheduling and Optimization. USER PERMISSIONS
Travel mode can't be assigned to a secondary service territory member. All Limits and
To view travel modes:
Limitations for Enhanced Scheduling and Optimization apply to travel modes.
• Read on travel modes
1. From the Service Territories tab, click a service territory, and then edit the Travel Mode field. To create, update, or delete
travel modes:
• Edit on travel modes
To assign a travel mode to
a service territory or service
territory member:
• Edit on service territory
and/or service territory
member
2. Select a travel mode, and then save your changes.
3. To select a travel mode for a particular service territory member, click the service territory Related tab, and then click the required
service resource name under Service Territory Members. The service resource must be a primary territory member.
4. Edit the resource’s service territory.
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5. Select the travel mode for that resource and save.
Create and Manage Field Service Scheduling Policies
Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities)
EDITIONS
for assigning work to service resources. These policies optimize resource allocation by considering
factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned Available in: both Salesforce
to the right job efficiently. By considering scheduling preferences such as minimizing travel time, Classic (not available in all
scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve orgs) and Lightning
operational efficiency and customer satisfaction. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
Scheduling policies are made up of two elements:
package, and mobile app
• Work rules help you refine the list of candidates for a service appointment. You can use work are available in Enterprise,
rules to set specific criteria and filter out service resources that don’t meet your needs. Unlimited, and Developer
• Service objectives reflect your business’s scheduling priorities. You can weight each objective Editions.
to indicate its level of importance.
Standard Scheduling Policies
Field Service includes four standard scheduling policies. You can customize these policies or create your own.
Scheduling Policy Description
Customer First Balances great customer service with travel minimization. Appointments are
graded first by the customer’s selection of a preferred employee and then by
the ability to schedule the appointment as soon as possible. Travel minimization
is the second priority.
High Intensity Typically used in times of high service volumes, like a storm scenario, where your
need for employee productivity is higher priority than customer preferences.
Soft Boundaries Identical to the Customer First policy, but allows the sharing of employees
between territories to enhance service coverage.
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Scheduling Policy Description
Emergency Used with the Emergency Chatter action to dispatch emergency service
appointments.
Manage Scheduling Policies
Create and manage scheduling policies from Guided Setup or the Scheduling Policies tab. To open Guided Setup, from the App Launcher,
find and open the Field Service Admin app. Click Field Service Settings > Go to Guided Setup > Customize Scheduling Policies.
Check your page layout settings before you begin; sometimes fields need to be added to your layout.
Outside of Guided Setup, you can view a policy’s work rules and weighted service objectives in its related lists.
Apply a Scheduling Policy
You can apply a scheduling policy to your scheduling process in several ways.
Action Steps
Select a policy for scheduled optimization jobs From the App Launcher, find and open the Field Service Admin app, and then
click the Field Service Settings tab. Then, click Optimization > Scheduled
Jobs. Update the Scheduling Policy field on any scheduled job to list your
preferred policy.
Select a default scheduling policy for scheduling from From the App Launcher, find and open the Field Service Admin app, and then
the dispatcher console click the Field Service Settings tab. Click Dispatcher Console UI and update
the Default scheduling policy field.
Select a default scheduling policy for the Book From the App Launcher, find and open the Field Service Admin app, and then
Appointment and Candidates actions click the Field Service Settings tab. Click Global Actions > Appointment
Booking and update the Default scheduling policy field.
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Action Steps
Select a policy in the dispatcher console appointment The Policy field in the appointment list shows the default dispatcher console
list scheduling policy, but can be updated before a dispatcher optimizes the
schedule.
Note: To automatically schedule a service appointment, select a scheduling policy using the Scheduling Policy Used field. Then
select the checkbox for Auto Schedule. If the Scheduling Policy Used field is blank, Field Service uses your org's default scheduling
policy.
Scheduling Policy Fields
Scheduling policies have the following fields. Sometimes they need to be added to your page layouts.
Field Name Description
Commit Mode Define what happens when a dispatcher or scheduling operation
makes a change to the schedule that conflicts with an ongoing
global, in-day, or resource schedule optimization process. Select
Always Commit or Rollback. See Handle Conflicts During
Optimization.
Description Description of the policy.
Fix Overlaps (Checkbox) If this option is selected, any existing appointment
overlaps are addressed during in-day or global optimization. The
way the overlap is addressed depends on:
• The start time and priority of the overlapping appointments.
• Whether either appointment has a pinned status. To choose
which appointments are pinned (excluded from rescheduling)
during optimization, from the Field Service Settings tab, click
Optimization > Logic.
Fix Overlaps in global optimization and in-day optimization
addresses only overlaps between service appointments and ignores
overlaps with Resource Absences.
If Fix Overlaps isn’t selected, overlaps are left as is.
When you're using Enhanced Scheduling and Optimization, the
fix Overlaps option isn't relevant, because overlaps are always
resolved if the overlapping service appointments aren’t pinned.
In-Day Optimization (Checkbox) If this option is selected, the scheduling policy uses
in-day optimization rather than global optimization. Policies that
use global optimization run for several hours, while in-day policies
run for up to 5 minutes for Enhanced Scheduling and Optimization
and up to 10 minutes if you’re not using Enhanced Scheduling and
Optimization. This approach makes it ideal for dispatchers to handle
last-minute changes. Dispatchers select in-day optimization
scheduling policies when optimizing their team’s schedule for one
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Field Name Description
or more service territories on the day of service. You can also
schedule to run in-day optimization automatically several times a
day by using a scheduled job with an in-day optimization
scheduling policy.
Scheduling Policy Name Name of the policy. If you select In-Day Optimization, we
recommend adding “In-Day” to the name of this policy for easy
identification when creating jobs and when optimizing from the
dispatcher console.
Note: Several fix overlap features are available in Field Service.
Guidelines for Setting Up a Scheduling Policy
To automate a schedule, you must first configure a scheduling policy that reflects your business's scheduling requirements and
preferences. Learn how to create a scheduling policy.
Fine-Tune the Scheduling Policy
In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the
engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in
your scheduling policy that closely align with your business KPIs.
Guidelines for Setting Up a Scheduling Policy
To automate a schedule, you must first configure a scheduling policy that reflects your business's
EDITIONS
scheduling requirements and preferences. Learn how to create a scheduling policy.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
To create an effective scheduling policy, follow the process covered in this topic. orgs) and Lightning
• Defining your Requirements for Scheduling with Work Rules on page 155 Experience
• Defining your Preferences for Scheduling with Service Objectives on page 157 The Field Service core
• Ranking the Selected Service Objectives on page 157 features, managed
package, and mobile app
• Determining Relative Importance of Service Objectives on page 158 are available in Enterprise,
• Setting Service Objective Weights on page 158 Unlimited, and Developer
• Testing Schedule Policy Effectiveness Through Simulation on page 159 Editions.
Defining your Requirements for Scheduling with Work Rules
To create a valid schedule, you must define the rules that scheduling must follow. Consider factors such as when to schedule breaks
during the day and what criteria from the work order or service appointment to match to a service resource. Also, consider the date and
time constraints for the appointment. Work rules help reduce the complexity of the scheduling problem by reducing the number of
candidates, allowing the engine to focus on the best solutions. For example, you can limit the radius that a service resource can travel.
To find out how to configure work rules to meet your business’s scheduling requirements, see Field Service work rules.
To get started on configuring work rules, review some scenarios.
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SCHEDULING REQUIREMENTS CONFIGURATION CONSIDERATIONS
SCENARIOS
• Do work orders require service resources Match Skills work rule
with relevant skills? Extended Match work rule
• Do work orders require service resources
with specific proficiency levels?
• Work orders have other factors besides Match Boolean work rule
skills that must be considered. For example, Match Skills work rule
are service resources assigned specific
postal codes they can service? Extended Match work rule
• Service resources require break(s) Service Resource Availability work rule
throughout the day. Work Rule Entry: Service Resource Availability
• What time should Service Resources take
a break in the day?
• Are there multiple break times within a
day?
• Can I schedule work in overtime periods Service Resource Availability work rule
to service resources?
• Can a service resource travel outside Service Resource Availability work rule
working hours or only within working
hours?
• Is there a maximum number of service Count work rule
appointments or duration of service
appointments that can be assigned in a
day per service resource?
• Can I require a specific service resource be Required Resources work rule
assigned to a work order?
• Can I require a specific service resource not Excluded Resources work rule
be assigned to a work order?
• My customer has specific times for service Service Appointment Visiting Hour work rule
calls. How do I make sure those times are
considered during scheduling?
• How do I ensure crew resources get Service Crew Resources Availability work rule
scheduled work?
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SCHEDULING REQUIREMENTS CONFIGURATION CONSIDERATIONS
SCENARIOS
• Do service appointments have arrival Match Time work rule
windows that indicate what time a service
resource must arrive?
• Is there a maximum distance a service Maximum Travel from Home work rule
resource can travel from their starting
location?
• What can I do to help with travel costs
across a large service territory?
• How can I assign specific types of work to TimeSlot Designated work rule
a service resource during a portion or the
full day?
• I want to ensure service resources are Match Territory work rule
assigned work only into their primary or
relocated service territory?
• I want to assign work to a service resource’s Working Territories work rule
primary and secondary service territories.
Note: The Service Resource Availability work rule, and the Earliest Start Permitted and Due Date Match Time work rules are
mandatory for all scheduling policies.
Defining your Preferences for Scheduling with Service Objectives
After you’ve defined a valid schedule using work rules, you need to define what your preferences are for an optimal schedule. For example,
given a set of possible valid schedules, which schedule does Field Service choose based on scheduling preferences?
Consider factors such as minimizing travel, reducing overtime, and scheduling as soon as possible. Go through the Service objectives
to find out how to configure objectives to meet your business’s scheduling requirements. Try to include only those service objectives
that are important to your business to avoid overcomplicating your scheduling criteria.
Note: Use a scheduling policy without service objectives to improve performance if you aren’t using slot grades in Appointment
Booking. If you’re using Enhanced Scheduling and Optimization, booking appointments with a scheduling policy that doesn’t
have service objectives is called gradeless appointment booking. In this case, appointment booking finds the first eligible candidate
for each slot without having to grade all the possible options. When you’re not using Enhanced Scheduling and Optimization,
appointment booking grades all the possible options. However, if you don’t have service objectives in the scheduling policy, the
processing time is shorter.
Ranking the Selected Service Objectives
After you’ve defined a valid schedule using work rules, you need to define what your preferences are for an optimal schedule. For example,
given a set of possible valid schedules, which schedule does Field Service choose based on scheduling preferences?
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The next step is to prioritize your scheduling preferences. Rank the service objectives from most important to least important. Some can
be similar in importance, but consider which preference is more desirable if all other factors remain the same.
For example:
Service Objective Rank
Minimize Travel 2
Schedule ASAP 3
Preferred Resources 1
Compare rankings with other service managers and discuss any differences to understand the reasons behind them.
Determining Relative Importance of Service Objectives
If you know which service objectives are most important, you can go a step further to determine how much more important a service
objective is over another. For example, minimizing travel can be more important than scheduling as soon as possible, but that’s not
necessarily always true.
For example, scheduling an appointment tomorrow can add 30 minutes of travel, but if you schedule the same appointment today to
fill in an available gap in the schedule, it can add 45 minutes of travel. While scheduling the appointment tomorrow does save on travel
time, you can prefer to schedule the service appointment today with slightly more travel so the service resource isn't left idle.
Understanding how much more important one service objective is over another would helps define the actual values of the service
objective weights.
Setting Service Objective Weights
There are many ways to derive service objective weights in a scheduling policy. A simple method is to use an allocation system. This
approach gives you a starting point for your weights and helps you understand the trade-offs between scheduling objectives and how
the weight, or sum of weights, can affect each objective.
First, decide how many points you can distribute. Let's use 500 points. (If you're not using Enhanced Scheduling and Optimization,
choose a maximum value of 500 to make sure the sum of the weights of all the objectives doesn't go over 500. Then, weight points on
each service objective based on how important it is to your business. You must distribute all the points.
Here’s an example of how to distribute points based on how you ranked your service objectives and how important each service objective
is.
Service Objective Weight
Minimize Travel 210
Schedule ASAP 50
Preferred Resources 240
Here's an example of how you choose these values.
• Scheduling an appointment to a preferred resource is most important to my business, even if it’s at the expense of longer travel and
scheduling at a later time rather than earlier.
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• The best case scenario for minimizing travel is if there’s is zero travel and the best case scenario for scheduling as soon as possible
(ASAP) is scheduling right now. If an appointment can be scheduled right now with zero travel, I'd rather that option than scheduling
to a preferred resource. Adding up the combined weight of Minimize Travel and Schedule ASAP (210+50=260) is more than the
bonus of scheduling the appointment to a preferred resource (260>240).
• My business prefers to minimize travel over scheduling an appointment as soon as possible since we want to reduce the travel time
and the time not spent being productive. However, if traveling to a service appointment today isn't too bad, I don’t mind scheduling
it today to get it done earlier rather than waiting to save some travel time tomorrow.
Testing Schedule Policy Effectiveness Through Simulation
It’s important to understand that there’s no one solution for balancing service objective weights that will solve all scenarios and businesses
when it comes to a non-deterministic problem like workforce scheduling. Going through a process to tune a schedule policy helps you
understand the schedule quality results for different scenarios and come up with a schedule policy that reacts to differing needs.
The best way to evaluate the effectiveness of a scheduling policy is to try it out and measure the results. See Fine-Tune the Scheduling
Policy for a methodology on how to perform optimization simulations.
Review the Gantt in the dispatcher console to inspect the schedule created by the optimizer. Does it make sense? Did service appointments
get scheduled to the right service resources and time? If not, review the work rules in your scheduling policy to see if something needs
to be added or updated.
If the service appointment assignments are correct, you can then evaluate the quality of the schedule.
Use Optimization Hub (when you’re using Enhanced Scheduling and Optimization) or Optimization Insights (when you’re not using
Enhanced Scheduling and Optimization) to measure the results of optimization. These results represent your baseline.
Unless you were lucky with choosing the service objective weight values, there’s usually room for improvement. Change the weight
values slightly while keeping the total sum of weights the same and rerun the simulation. Are the results better or worse? Continue this
process until you’re satisfied with the results.
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SEE ALSO:
Create and Manage Field Service Scheduling Policies
Create and Manage Field Service Work Rules
Create and Manage Field Service Objectives
Create Relevance Groups
Fine-Tune the Scheduling Policy
In scheduling policies, you set weights to service objectives. These weights represent the importance
EDITIONS
of each objective when the engine generates an optimal schedule. You can fine-tune the weights
through an iterative tuning process to set weight values in your scheduling policy that closely align Available in: Available in
with your business KPIs. Lightning Experience and
Salesforce Classic in these
This is a Field Service managed package feature.
editions where Field Service
These steps are a starting point. They outline a general framework for fine-tuning your scheduling is enabled: Enterprise,
policy weights through an iterative process: simulate, collect data, analyze, and refine. You can Unlimited, and Developer
modify and expand these steps to meet your specific requirements. Editions
1. Collect production-like data in a sandbox to use for simulation testing. Preferably perform a
refresh from production into a full sandbox. USER PERMISSIONS
2. Select two or three service territories to perform simulation testing on. Preferably choose diverse
To enable Enhanced
territories so you can test on a dataset that is representative of all your Salesforce data. Scheduling and
3. Select a future date range start time to perform testing, depending on how long you expect Optimization:
testing to take. It’s better to select a date range in the future so the passing of the current time • Customize Application
doesn’t affect the optimization window. For example, if today is January 1, 2024, and you expect
the tuning exercise to take 3 days, select a date range for optimization to start no later than
January 5, 2024. This way the current date doesn’t overlap with your optimization date range and interfere with results.
Note: For a more realistic test dataset, update the dates within the dataset based on the amount of test data available for the
selected date range.
4. The optimization horizon date range must match what you intend to configure in production. For example, if you are testing the
global optimizer that has a horizon of 3 days, the optimization horizon for the testing is January 5, 2024 to January 7, 2024.
5. Create a copy of the scheduling policy that you’re testing for fine-tuning and rename it to show that it’s the baseline scheduling
policy. For example, ABC_Baseline.
6. Set up Optimization Insights, or, if you’re using Enhanced Scheduling and Optimization, set up the Optimization Hub.
7. Unschedule all the appointments in the testing data domain.
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8. Run Global Optimization on the selected service territories for the time horizon that you selected. It's easier to use the OAAS API to
run the test because it gives you the flexibility to choose future dates. When you’re using Enhanced Scheduling and Optimization,
you can control the time range directly from the scheduled job page.
9. Measure the results.
• Measure runtime.
• Collect results using Optimization Insights or the Optimization Hub to determine how many appointments were scheduled,
utilization, travel time, and more metrics, according to your specific business KPIs.
• Take screenshots of the Gantt.
• If possible, save the schedule by exporting the service appointment schedule times and Assigned Resource records for analysis.
10. Run the same test one or two more times and average out the result. The result acts as the baseline metric to compare against.
11. Review the Gantt and the metrics and identify areas where you want to improve and which KPIs to focus on. Consider the types of
service territories you chose and analyze the differences in results among the territories.
12. Copy the scheduling policy and rename it to show the test number and what you are planning to change in this policy.
13. Update the service objective weights to impact the KPI that you want to see an improvement on. We recommend you change only
one variable at a time, and test how it affects the results. Otherwise, it can be difficult to determine which change impacted the
results. Keep in mind that objective weights are relative to each other.
14. Repeat the process from step 8.
15. Continue the simulation tests until you see no significant improvements from further tuning of the scheduling policy.
When you’re happy with the results, you can use your newly tuned scheduling policy in your production environment. We recommend
you test the new policy with a few service territories first and get feedback from users before you roll it out to all service territories.
SEE ALSO:
OAAS Class
Manage Scheduled Jobs in Field Service
Optimization Horizon
Gain Visibility into Optimizations with Field Service Optimization Insights
Explore Metrics in Field Service Optimization Hub
Create and Manage Field Service Work Rules
Work rules refine the list of candidates for a service appointment by rejecting service resources that
EDITIONS
violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Watch the video to see how to optimize scheduling performance using work rules. orgs) and Lightning
Experience
Watch a video
The Field Service core
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager features, managed
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the package, and mobile app
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules are available in Enterprise,
related list on a scheduling policy. Unlimited, and Developer
Editions.
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Note: If a user doesn’t see a particular work rule type, they need profile-based access to it. Navigate to the user’s profile in Setup.
Under Custom Record Type Settings, click Edit next to Work Rules and move the record type to Selected Record Types.
Considerations
Work rules are either database or Apex rules. Each has their own impact on performance and efficiency.
Database rules are applied at the SOQL query clause level. These rules immediately disqualify resources and query only the resources
that you need, so performance isn’t impacted.
Apex rules are applied after the initial set of service resources are returned from the database SOQL query. Like an Apex “for loop”, Apex
rules iterate over all resources returned and must validate that the resources meet specified rule criteria. The additional Apex processing
impacts performance.
Even though Apex rules have a greater impact on performance than database rules do, Apex rules can still be used. Without Apex or
database rules to limit the resources found eligible to perform the work, too much work can create a bigger issue for overall performance
and even trigger a CPU timeout.
All database rules are aggregated into one SOQL query and applied in no particular order. Also, because they’re used for grading resources,
applying service objectives happens after applying all work rules, increasing the amount of Apex processing.
Even though service objectives in your scheduling policy can affect performance, specifying service objectives can be necessary and
required from a business value standpoint. You can choose to apply service objectives to get the best candidate according to the work
rules and company scheduling policy. Or you can choose to get a valid candidate quickly, without affecting performance, by applying
just the work rules.
Database rules are specific work rules used to filter service resources during Appointment Booking, Get Candidates, Schedule, and
Emergency Scheduling actions. They're more efficient than other work rules, which filter resources against CPU time. You must include
at least 1 database rule in your scheduling policy to minimize the number of candidates during the Appointment Booking and Get
Candidates actions. To avoid performance issues, we recommend you use database rules to filter the number of candidates to 20.
These rules are considered database rules:
• Maximum Travel From Home
• Working Territories
• Match Territory
• Enhanced Match
When you’re using Enhanced Scheduling and Optimization, these work rules are also considered database rules:
• Match Boolean
• Match Fields
• Required Resource
• Excluded Resource
Field Service Work Rule Types
Work Rule Type: Count Rule
Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom
value. It’s a great way to prevent overloading your workers or their vehicles.
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Work Rule Type: Excluded Resources
The Excluded Resources Apex work rule type prevents service resources, listed as an Excluded service resource preference on a work
order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes
this work rule.
Work Rule Type: Extended Match
Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or
linking, object to match a field on the Service Appointment object to a related list on the Service Resource object.
Work Rule Type: Match Boolean
Match Boolean is a Field Service Apex work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on
service resources.
Work Rule Type: Match Fields
Match Fields is a Field Service Apex work rule type that matches a service appointment field with a service resources field. It’s a great
way to enforce requirements based on custom fields.
Work Rule Type: Match Skills
Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s
assigned skills. It can also be used to enforce skill level requirements.
Work Rule Type: Match Territory
Match Territory is a database work rule type that ensures service appointments are assigned only to Field Service resources who are
primary or relocation members of the appointment's service territory.
Work Rule Type: Match Time Rule
Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and
time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date.
Work Rule Type: Maximum Travel from Home
Maximum Travel from Home is a Field Service database work rule type for setting the maximum distance or travel time between a
resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time.
Work Rule Type: Required Resources
Required Resources is a Field Service Apex work rule type that ensures that a service appointment’s required resource preferences
are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service
resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource.
Work Rule Type: Service Appointment Visiting Hours
Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an
account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within
those hours.
Work Rule Type: Service Crew Resources Availability
Service Crew Resources Availability is an Apex work rule type that ensures that a service resource of type Crew is assigned to an
appointment only if the crew complies with the appointment’s parent record’s minimum crew size.
Work Rule Type: Service Resource Availability
Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment.
You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule
of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the
scheduling process.
Work Rule Type: TimeSlot Designated Work
The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift is reserved for a specific type of
work, only appointments of that type are scheduled during that time period.
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Work Rule Type: Work Capacity
The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a given service territory according to
specified criteria. This work rule is available only when you’re using Enhanced Scheduling and Optimization.
Work Rule Type: Working Territories
Working Territories is a Field Service database work rule type that enforces primary and secondary service territory memberships.
Work Rule Type: Count Rule
Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments,
EDITIONS
hours worked, or a custom value. It’s a great way to prevent overloading your workers or their
vehicles. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Use Case
The Field Service core
A healthcare company can configure a nurse practitioner's operating hours availability to be on-call features, managed
continually for 24 hours but use a Count work rule to cap daily scheduled appointments at 8 hours. package, and mobile app
This limit safeguards the clinician from being overworked and ensures compliance with labor are available in Enterprise,
regulations. You can also use the Count work rule to restrict the total number of service appointments Unlimited, and Developer
assigned to a service resource or even count and limit a custom attribute on a service appointment. Editions.
For example, a commercial waste management company can use a Count work rule to limit the
number of service appointments assigned to a garbage truck, ensuring the truck’s total cargo
capacity isn’t exceeded. You can then create a Units/Space Consumed attribute on the Service Appointment object and define the
number of units or cargo space each service appointment waste pickup job consumes (or removes) from the truck's capacity when
assigned to the truck.
Settings
A work rule of this type contains the following settings.
Field Description
Time Resolution The duration for which the defined count limit applies and is reset
for a service resource. The available resolution is Daily.
Count Type What the rule counts: assignments, durations, or a custom field
value.
Count Object Object used in the count. If the rule counts assignments or
durations, the object is a service appointment. If the rule counts a
custom value, select the object that has the custom field: service
appointment, work order, or work order line item.
Custom Field Custom field name.
Default Limit Default count limit.
Resource Property API name of a numeric custom field on a service resource, enabling
you to set a specific limit for each resource. If this field is null, for
any service resource, the system uses the default limit specified in
the Count work rule record.
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Create a Count Work Rule
Note: To create work rules, you need the Field Service Admin custom permission set. If the Count work rule isn’t listed as a work
rule type, update the Field Service custom permission sets.
To create a Count Rule, manually enter API names for the Service Resource limit and Service Appointment attributes on the Count Rule
record type page layout. Alternatively, use the Count Rule custom Lightning Web Component (LWC) UI for a guided experience. To add
this LWC to the Count Rule record page layout and get assistance with populating these fields by showing all available metadata to
select from, go to the Lightning record page editor and drag the countRule component (found under Custom - Managed in the component
list sidebar) onto the page. Save the Lightning record page and then use the UI to create the Count rule.
Add the work rule to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or by using the Scheduling
Policy Work Rule related list. When you use this scheduling policy, the work rule ensures that scheduling and optimization considers
service resources as eligible for work assignments only up to their specified limit.
When a manual schedule change causes a limit to be exceeded, the Gantt shows rule violations on all appointments that contribute to
the count. Violations include rule names, so use meaningful names.
For example, a dispatcher wants to create schedules that respect how many solar panels workers can deliver and install. A custom field
on work orders represents the panel quantity for each installation. Because workers drive different vehicles, a resource property indicates
how many panels a worker can transport. To set limits for large versus small trucks, add workers to relevance groups based on truck size
and create rules using those groups.
Considerations When Using Enhanced Scheduling and Optimization
Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization.
• In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and
durations.
• If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the
Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still
consider them for other jobs such as maintenance.
• The Count work rule uses midnight as the Start of Day even if it’s customized to a different value.
• Multiday work isn’t supported with Count work rules.
• You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew.
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• Count work rules ignore capacity-based resources.
• If you use the Count work rule on a custom field, the limitation considers the order of scheduled appointments, ensuring that your
workers don't exceed the set limit at any point throughout the day. For example, you have a custom field that checks the capacity
of your workers’ vehicle, and the Count work rule is set to 10. Throughout the day, a driver picks up five units, picks up another eight
units, and then drops off four units. The Count work rule registers this violation on the second service appointment and on all the
following appointments that day. The total count value at any time during the day can’t be negative.
• The Count work rule doesn’t apply to capacity-based resources.
Considerations When Not Using Enhanced Scheduling and Optimization
Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization.
• In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and
durations.
• If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the
Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still
consider them for other jobs such as maintenance.
• The Count work rule uses midnight as the Start of Day even if it’s customized to a different value.
• Multiday work isn’t supported with Count work rules.
• Complex work isn’t supported with Count work rules.
• You can use Count rules with relevance groups that consist of service territory members, but not with relevance groups that are
based on service appointments.
• You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew.
• Count work rules ignore capacity-based resources.
• The Count work rule doesn’t apply to capacity-based resources.
SEE ALSO:
Create Relevance Groups
Work Rules: Considerations
Work Rule Type: Excluded Resources
The Excluded Resources Apex work rule type prevents service resources, listed as an Excluded service
EDITIONS
resource preference on a work order or work order line item, from being assigned to the
corresponding appointment when the scheduling policy in use includes this work rule. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Sometimes, customers have a poor experience with a service resource and request not to work Experience
with them in the future. Use this work rule type to enforce customer resource preferences, such as
The Field Service core
those resulting from a complaint. Other work rules can exclude service resources based on skills,
features, managed
availability, and proximity.
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
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Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Add Service Resource Preferences in Field Service
Work Rules: Considerations
Work Rule Type: Extended Match
Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking,
object to match a field on the Service Appointment object to a related list on the Service Resource object.
This is a Field Service managed package feature.
Because you can use an Extended Match work rule to match appointments to resources using your own customizations, writing a rule
requires some prior setup. Before you get started, create a data model or make sure that you have an existing data model with the
appropriate fields. We suggest using Schema Builder.
You can apply Extended Match work rules when scheduling appointments. To use them with optimization, set up optimization on page
131.
A work rule of this type contains the following settings.
Field Description
Service Appointment Matching Field The service appointment lookup field value that you're matching.
The field must be of the type Lookup. When using Enhanced
Scheduling and Optimization, if the service appointment matching
field is empty, all resources are considered valid.
Linking Object The junction object used to link service resources to the object
that the service appointment matching field references.
Linking Object Reference Field The reference field on the linking object that is matched with the
Service Appointment Matching Field. When using Enhanced
Scheduling and Optimization, if the Linking Object Reference Field
is empty, then the service resource isn’t a valid candidate for any
service appointment with matching field requirements.
Time-Phased Indicates whether the work rule applies only to a certain time
period.
Start Date Field Name The Date-Time field name on the Linking Object that represents
the start time. This field is required when you select Time-Phased.
End Date Field Name The Date-Time field name on the Linking Object that represents
the end time. This field is required when you select Time-Phased.
Note: To avoid a potential scheduling or optimization crash, we recommend that when you create Linking Object records, you
populate both the Linking Object Reference field and the Service Resource Reference field.
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After you create the data model for your work rule, finish setting it up by creating a work rule from the Work Rules tab. Use the Extended
Match Rule custom Lightning Component helper, or enter the fields manually.
You can add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling
Policy Work Rules related list on a scheduling policy. A policy can have up to five Extended Match work rules. Applying more than two
Extended Match work rules with complex scenarios, such as multiday or crew scheduling, can affect scheduling performance. The
scheduling operation can fail if a Salesforce platform limit is reached.
Example: If your mobile workers support specific ZIP codes, use an Extended Match work rule to assign them appointments
within their area. Create a ZIP Code lookup field on the Service Appointment object. Then create a ZIP Code Coverage linking
object, add the ZIP Code field, and attach it to the Service Resource object as a related list. Use the Extended Match Rule Lightning
Component to create a work rule.
The ZIP Code Coverage example has this data model.
Note: In this example, if a service appointment has an empty ZIP Code field, the work rule returns all Service Resources.
Define other work rules in your policy, such as Match Skills or Match Territory, that can narrow resources when there’s no
ZIP code on the appointment.
Considerations:
• Time-phased Extended Match work rules can consume up to 80 records on a service resource during the selected time period. Work
rules that aren't time-phased can consume up to 200 records.
• You can’t use relevance groups with Extended Match work rules.
SEE ALSO:
Work Rules: Considerations
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Work Rule Type: Match Boolean
Match Boolean is a Field Service Apex work rule type that enforces scheduling preferences based
EDITIONS
on a checkbox (Boolean) field on service resources.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Work rules of this type contain two key settings. orgs) and Lightning
Experience
Field Name Description
The Field Service core
Resource Property The API name of the checkbox field on service features, managed
resources that defines the scheduling package, and mobile app
requirement. For example, IsActive. are available in Enterprise,
Unlimited, and Developer
Value is True If selected, the Resource Property must be True Editions.
(selected) for a service resource to be assigned
to a service appointment. If not selected, the
Resource Property must be false (deselected)
for a resource to be assigned to an appointment.
When using Enhanced Scheduling and
Optimization, if the Boolean field on the service
resource is empty, the rule isn't applied.
To control which checkbox fields are available as resource properties:
• Add the API name of any checkbox field as a picklist value in the Resource Property field on the Work Rule custom object in Setup.
• Make sure that the value has been enabled for the record type.
Field Service includes a standard Match Boolean work rule named Active Resources. This work rule:
• Assures that only active service resources are considered for scheduling.
• Lets you preserve historical data on the Gantt. When a service resource leaves your company, their assignment data remains.
Note: A scheduling policy can contain up to five Match Boolean work rules.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Service Resource Fields for Field Service
Work Rules: Considerations
Work Rule Type: Match Fields
Match Fields is a Field Service Apex work rule type that matches a service appointment field with
EDITIONS
a service resources field. It’s a great way to enforce requirements based on custom fields.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Note: Use the Match Fields work rule for direct one-to-one field comparisons between a orgs) and Lightning
service appointment and a service resource, for example, matching required skills. If you must Experience
compare a field from the service appointment to multiple properties on the service resource, The Field Service core
we recommend you use the Extended Match work rule type, which provides enhanced features, managed
flexibility and performance. package, and mobile app
Work rules of this type contain three key settings. are available in Enterprise,
Unlimited, and Developer
Field Name Description Editions.
Service Property The API name of the field on service
appointments that helps define the scheduling
requirement. All primitive data types are
supported. When using Enhanced Scheduling
and Optimization, if the service appointment
matching field is empty, all service resources are
considered valid.
Boolean Operator The required relationship between the Service
Property and the Resource Property. For
example, if =, a service appointment’s Service
Property value must equal a service resource’s
Resource Property value for the resource to be
assigned to the appointment.
Resource Property The API name of the field on service resources
that helps define the scheduling requirement.
All primitive data types are supported. When
using Enhanced Scheduling and Optimization,
if the resource matching field is empty, then the
service resource isn’t a valid candidate for any
service appointment with matching field
requirements.
To control which fields are available as resource and service properties:
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
• Add the API name of any field as a picklist value in the Resource Property or Service Property fields on the Work Rule custom object
in Setup.
• Make sure that the value has been enabled for the record type.
Note: Match Fields work rules are supported for schedule optimization only when you're using Enhanced Scheduling and
Optimization.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Service Resource Fields for Field Service
Service Appointment Fields for Field Service
Work Rules: Considerations
Work Rule Type: Match Skills
Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill
EDITIONS
requirements with a service resource’s assigned skills. It can also be used to enforce skill level
requirements. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
The Match Skill work rule is time-phased, meaning the rule validates that the service resource has Experience
the required skills and skill level when a work order is assigned, as these values can change.
The Field Service core
Work rules of this type contain the following settings. features, managed
package, and mobile app
Field Name Description are available in Enterprise,
Unlimited, and Developer
Match Skill Level If selected, service resources whose skill level is lower than the level listed on
Editions.
an appointment’s parent record’s Skill Requirement record aren’t considered
as candidates. Match Skill Level isn't supported when you’re using the Match
Skills work rule with At Least One Skill Matches (OR) selected for the Skill Type
Logic.
Skill Type The Skill Type group of skills the object refers to, for example, Language. The
Developer Name Skill Type can be found on the Skill record in Setup.
Skill Type Logic Defines the logic between the skill requirements as All Skills Match (AND)
(this is the default) or At Least One Skill Matches (OR). You set the logic for
each skill type. Using the OR logic, you can qualify more service resources to
match at least one, but not necessarily all, skill requirements of a certain skill
type.
At Least One Skill Matches (OR) is supported only when you’re using Enhanced
Scheduling and Optimization. If you aren’t using Enhanced Scheduling and
Optimization, the All Skills Match (AND) logic is used regardless of this setting.
For example, a service appointment requires a caregiver who can perform
procedures required for diabetes care and the caregiver must speak English
or Spanish. If speaking only one of the languages specified on a Work Order
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Field Name Description
is required, you can use the Skill Type Logic of At Least One Skill Matches (OR) so that candidates aren’t
required to have all the skills in the Match Skills work rule. In Setup, set the Skill Type for this set of skills to
a common name, such as Language. The Match Skills work rule checks if the service resource has at least
one of the Language type skills for the resource to be a match.
By using the All Skills Match (AND) logic, candidates must have all the skills for the skill type. If no Skill Type
Developer Name is entered, the skill type logic applies to all the skills that have no skill type. If you don't
want to apply a Skill Type Logic, keep the Skill Type field empty for all your skills to make sure the Match
Skills rule is applied. If no Skill Type Logic value is entered the default is All Skills Match (AND).
Note: If a service appointment doesn't have the required skills specified, all service resources are considered valid candidates. If
a service resource has no assigned skills, the resource isn't a valid candidate for any service appointment with skill requirements.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Create Skills for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
Work Rules: Considerations
Work Rule Type: Match Territory
Match Territory is a database work rule type that ensures service appointments are assigned only
EDITIONS
to Field Service resources who are primary or relocation members of the appointment's service
territory. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
This rule compares the Service Territory field value on service appointments with the Service Territory Experience
field value on service territory member records. When using Enhanced Scheduling and Optimization,
The Field Service core
if the service appointment territory field is empty, all service resources from all territories are
features, managed
considered valid candidates.
package, and mobile app
Note: are available in Enterprise,
Unlimited, and Developer
• While this rule restricts service resources eligible for a service appointment based on Editions.
service territory, service territories in Field Service influence much more. Service territories
control dispatcher console views, the grouping of service resources, optimization, sharing,
and dispatch processes. Service territories must align with time zones. Therefore, make
sure that service territories are created to support these other areas of the product first.
If you must restrict resource assignments based on specific criteria, consider also using
other work rules such as Match Skill or Extended Match.
• A scheduling policy can’t include both a Working Territories work rule and a Match Territory
work rule.
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Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Create Service Resources for Field Service
Work Rules: Considerations
Work Rule Type: Match Time Rule
Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based
EDITIONS
on an appointment’s date and time properties. For example, the Due Date work rule ensures that
the appointment’s scheduled end is before its due date. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Work rules of this type contain the following settings. Experience
The Field Service core
Field Name Description
features, managed
Service Schedule Time Property Indicates whether the rule controls the service package, and mobile app
appointment’s scheduled start time or are available in Enterprise,
scheduled end time. Custom date/time fields Unlimited, and Developer
aren’t supported. Editions.
Service Time Operator The required relationship between the Service
Schedule Time Property and the Service Time
Property. For example, if you select Equal, a
service appointment’s Service Schedule Time
Property value must equal the appointment’s
Service Time Property value.
Service Time Property The service appointment field that defines the
work rule requirement. There are four options.
• EarliestStartTime and DueDate together
represent the total time frame during which
an appointment must start and complete.
• The ArrivalWindowStart and EndTime
together represent the arrival window time
frame promised to the customer.
Note: Match Time work rules with
custom date/time fields are fully
supported for schedule optimization only
when you’re using Enhanced Scheduling
and Optimization. When you aren’t using
Enhanced Scheduling and Optimization,
custom date/time fields are supported
only for platform scheduling actions, for
example, Appointment Booking and Get
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Field Name Description
Candidates, but not for optimization services.
Pass Empty Values If you select this option and any of the Service Time Property values
are empty, the Match Time rule is ignored.
Field Service includes four standard Match Time Rule work rules.
• Earliest Start Permitted: Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted.
This work rule is included in every standard scheduling policy.
• Due Date: Ensures a service appointment’s Scheduled End is equal to or earlier than the Due Date. This work rule is included in every
standard scheduling policy.
• Scheduled Start: Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start.
• Scheduled End: Ensures that a service appointment’s Scheduled Start is equal to or earlier than the Arrival Window End.
An appointment’s Scheduled Start is based on the travel time recorded for previous appointments. The Scheduled End is calculated by
adding the Duration to the Scheduled Start.
Work rules that impose time constraints limit your optimization flexibility. When you create Match Time Rule work rules, consider the
commitments that you’ve made to customers and your goals regarding wait time.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Service Appointment Fields for Field Service
Work Rules: Considerations
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Work Rule Type: Maximum Travel from Home
Maximum Travel from Home is a Field Service database work rule type for setting the maximum
EDITIONS
distance or travel time between a resource’s home base and any appointment assigned to the
resource. It’s a useful way to minimize mobile workers’ travel time. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Note: To calculate maximum travel time or distance, Field Service uses aerial routing (as the Experience
crow flies). The Field Service core
Work rules of this type are particularly useful if your service territories are functional rather than features, managed
geographical. package, and mobile app
are available in Enterprise,
Work rules of this type contain the following settings.
Unlimited, and Developer
Editions.
Field Description
Maximum Travel From Home Type Indicates whether the work rule enforces a
maximum travel time or maximum distance.
Maximum Travel From Home The maximum, which is measured in minutes
for travel time and miles or kilometers for
distance. The miles or kilometers preference is
set in the Field Service Admin app.
Relevance Groups Available only if relevance groups are
implemented. Relevance groups let you apply
the work rule to a subset of service resources.
For example, use relevance groups to enforce
these policies:
• Don’t assign resources to maintenance
appointments that are more than 20 miles
from their home base.
• Don’t assign highly qualified workers to
appointments that are more than 20 miles
from their home base.
If a service resource’s home base (address) isn’t specified, the resource isn’t a candidate for any service appointment. If a service appointment
lacks geocoordinates (calculated from an address), it can be assigned to any service resource with a home base.
SEE ALSO:
Set Up Routing for Travel Time Calculations
Work Rules: Considerations
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Work Rule Type: Required Resources
Required Resources is a Field Service Apex work rule type that ensures that a service appointment’s
EDITIONS
required resource preferences are respected. If a work order or work order line item has a related
Resource Preference record of type Required for a particular service resource, a Required Resources Available in: both Salesforce
work rule ensures that the related service appointments are assigned to that service resource. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
You can also create Resource Preference records at the account level. However these preference
The Field Service core
records are enforced only when listed on the work order or work order line item. When listing these
features, managed
records on the account, a built-in trigger logic is used with standard actions such as Book
package, and mobile app
Appointment and Get Candidates. This logic automatically creates Resource Preference records
are available in Enterprise,
related to the work order or work order line item based on the resource preferences defined at the Unlimited, and Developer
account level. Editions.
If you’re creating a work order or work order line item from custom code or automation, and you've
populated the account on the work order or work order line item that has Resource Preferences,
those records aren't automatically recreated on the work order or work order line item automatically.
Required Resources work rules are a useful way to preserve one-on-one customer-provider relationships, such as home healthcare. These
work rules are highly restrictive, because they limit the pool of potential assigned resources to consider only those who are listed as
required in the Resource Preferences related list on the related work order or account.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Add Service Resource Preferences in Field Service
Work Rules: Considerations
Work Rule Type: Service Appointment Visiting Hours
Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating
EDITIONS
hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon,
appointments for that customer are scheduled only within those hours. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
To define a customer’s preferred hours of service, create operating hours for them from the Operating Experience
Hours tab. Select the operating hours in the Operating Hours ID field on the account. Work orders
The Field Service core
created for the account always inherit the account's operating hours in the Visiting Hours field, and
features, managed
service appointments use their work order’s visiting hours.
package, and mobile app
When you’re not using Enhanced Scheduling and Optimization: are available in Enterprise,
• Visiting hours use the time zone of the service territory. Unlimited, and Developer
Editions.
• If the location has no time zone specified, GMT is used.
When you’re using Enhanced Scheduling and Optimization:
• Visiting hours use the time zone of the operating hours record or the time zone of the service appointment’s service territory,
depending on your defined setting. When you work across multiple time zones, we recommend that you deselect the Use the
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Visiting Hours object’s time zone when an appointment has visiting hours setting, so that you use the time zone of the
appointment’s service territory. To access the setting, in the Field Service Settings tab, click Scheduling > General Logic.
• You can add holidays to visiting Operating Hours that represent the time when customers aren’t available to receive services. These
holidays take precedence over the customers’ preferences for visiting operating hours.
• Multiday work doesn’t support visiting hours.
Note: Dispatchers can still manually schedule appointments outside a customer’s operating hours, but a rule violation is shown.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Guidelines for Creating Operating Hours for Field Service
Work Rules: Considerations
Work Rule Type: Service Crew Resources Availability
Service Crew Resources Availability is an Apex work rule type that ensures that a service resource
EDITIONS
of type Crew is assigned to an appointment only if the crew complies with the appointment’s parent
record’s minimum crew size. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
If the Minimum Crew Size field on work orders, work order line items, and work types is completed, Experience
this work rule type comes into play. You can configure the rule to compare this Minimum Crew
The Field Service core
Size with either of the following:
features, managed
• Crew Size field on the service crew record package, and mobile app
• Actual number of allocated service crew members at the time of assignment are available in Enterprise,
Unlimited, and Developer
For example, if a work order’s Minimum Crew size is 4 and a scheduling policy is applied with a
Editions.
work rule of this type, the appointment won’t be assigned to a crew with fewer than four members.
Note: For tips on scheduling service crews, see Considerations for Scheduling Service Crews.
Service Crew Resources Availability work rules have the following settings.
Field Name Description
Consider Service Crew Membership Select this option if you want to check the actual number of service
crew members, rather than the crew size listed on the service crew
record.
Maximum Additional Service Resources Ensure that crews are optimally utilized and that no resources are
idle by defining the maximum number of additional service
resources, available when using Enhanced Scheduling and
Optimization. For example, if a service appointment requires a
minimum of 3 service resources in a crew, specify that a maximum
of 2 additional resources are allocated to the crew. This maximum
means that you can schedule a service appointment to a crew of
size 3 to 5 service resources.
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Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Work Rules: Considerations
Work Rule Type: Service Resource Availability
Service Resource Availability is an Apex work rule type that ensures that a service resource is available
EDITIONS
to perform a service appointment. You can schedule breaks automatically, account for travel time,
or set up short breaks between service appointments. A work rule of this type is mandatory for all Available in: both Salesforce
scheduling policies to ensure that both resource absences and availability are respected during the Classic (not available in all
scheduling process. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
The work rules consider these factors.
features, managed
• The service resource’s operating hours, which are defined on their service territory member package, and mobile app
record or—if no hours are specified there—on their service territory record are available in Enterprise,
• Travel time Unlimited, and Developer
Editions.
• Break times
• The scheduled start and end time of other scheduled appointments, shifts, and resource
absences.
During the scheduling of capacity-based service resources, a Service Resource Availability work rule results in a rule violation in any of
these cases.
• The number of scheduled working hours exceeds the resource’s capacity
• The number of scheduled work items exceeds the resource’s capacity
• A capacity record was deleted or updated after the related service resource was assigned to a service appointment
You can apply different scheduling rules to each service resource. For example, you have different policies on breaks, overtime, or before-
and after-work travel time for full-time versus part-time employees. Service Resource Availability work rules let you capture these
differences.
Service Resource Availability work rules have these settings.
Field Name Description
Fixed Gap Enforce a minimum break time between service appointments. This setting is useful for remote
consultants. For example, you want to provide 20 minutes between appointments for record-keeping.
Note: If a fixed gap is defined, travel time isn’t considered during scheduling. However, travel
time is still displayed on the Gantt.
Minimum Gap (minutes) The minimum number of minutes between service appointments. The Minimum Gap value applies
only if Fixed Gap is selected.
Break Start Set a single break time that the scheduling engine inserts between scheduled service appointments.
For example, if service resources prefer to take lunch at 12:00 PM, enter 12:00. Breaks are scheduled
as close as possible to the Break Start time, allowing for flexibility to start and complete appointments.
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Field Name Description
Break Duration The length of the break.
Overtime Allow service appointments to be scheduled during time slots or shifts of the Extended type.
Travel From Home (minutes) The number of minutes that the resource has available for travel before the start of the work day (at
the resource's expense). When using Enhanced Scheduling and Optimization, if this field is empty,
all travel will be scheduled within the work day. When not using Enhanced Scheduling and
Optimization, if this field is empty, any amount of travel before the start of the work day is valid.
Travel To Home (minutes) The number of minutes that the resource has available for travel after the end of the work day (at the
resource's expense). When using Enhanced Scheduling and Optimization, if this field is empty, all
travel will be scheduled within the work day. When not using Enhanced Scheduling and Optimization,
if this field is empty, any amount of travel after the end of the work day is valid.
Note: To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the Calculate
travel and breaks setting in Field Service Settings.
Travel
Complete the travel fields according to where service resources are expected to be at the beginning and end of their periods of availability.
• On-site: If a service resource is expected to begin work on-site at the beginning of their availability, for example, if they start work
at 9:00 AM, then travel must occur before that time. In this case, fill out the Travel To and From Home fields and include the duration
of expected travel time outside the service resource’s working hours..
• Start driving: If a service resource is expected to start traveling at the beginning of their availability, set the Travel To and From
Home fields to zero.
Break Schedules
There are two ways to add breaks to Service Resource Availability work rules.
• To set a single break, fill out the Break Schedule fields.
• To create up to three breaks that start relative to the beginning of the day, add work rule entries. Enhanced Scheduling and Optimization
must be enabled.
If you don’t want to use breaks, leave these sections empty. You can’t set both a single break and add work rule entries.
When you use the Break Schedule settings, these conditions apply.
• A service resource's lunch break is created at the time defined in the Service Resource Availability work rule when the first service
appointment is scheduled in the day. When you drag an appointment or schedule a new one, the Service Resource Availability work
rule ensures that the service resource takes a break either at the set Break Start time or immediately after the last appointment that
started before the Break Start. The scheduling engine allows for some flexibility.
• When a service appointment starts before the Break Start time and ends after, then the break is pushed forward to the end of the
service appointment. For example, with Break Start set to 12:00 PM, the scheduling engine can schedule a service appointment from
11:30 AM to 12:30 PM, and move the break to 12:30 PM, so that the service resource’s break starts as soon as the resource has
completed that appointment. The lunch break can be moved forward as long as there's availability.
• If the travel time to the next appointment prevents the break from being scheduled at the set Break Start time, the break is pushed
back until the end of the first service appointment scheduled on that day. For example, if the Break Start is set to 12:00 PM and lasts
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
30 minutes, and a service appointment is scheduled at 12:30 PM to 13:30 PM, but includes a 30-minutes travel time to the appointment,
then the break is pushed back and scheduled from 11:30 AM to 12:00 PM.
• If there are multiple service appointments after the Break Start and there’s no room for the break, or if an appointment is extended
so that the break after it overlaps with the next appointment’s travel time, the break defaults to the Break Start time set in the
availability rule. This overlap results in a rule violation. For example, if a Break Start is set to 12:00 PM and a service appointment is
scheduled from 11:00 AM to 12:00 PM, and then you drag another service appointment to 12:00 PM until 1:00 PM, the break doesn’t
move to 1:00 PM. A resource availability rule violation is displayed. Also, if you drag an appointment to after the break but its travel
time overlaps with the break, the scheduling engine doesn’t move the break, and a rule violation is displayed.
Note: We recommend that you avoid creating manual breaks so that only the scheduling engine creates and modifies breaks.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
Work Rule Entry: Service Resource Availability
Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service resource’s availability.
SEE ALSO:
View a Field Service Resource’s Calendar
Work Rules: Considerations
Work Rule Entry: Service Resource Availability
Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service
EDITIONS
resource’s availability.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Work rules entries have these fields. orgs) and Lightning
Experience
Field Name Description
The Field Service core
Break Duration The length of the break in minutes. features, managed
package, and mobile app
Earliest Break Start The minimum number of minutes between the start of the day and the are available in Enterprise,
(minutes) beginning of the break. For example, enter 120 for a break at least two Unlimited, and Developer
hours after the day starts. Editions.
Latest Break End The maximum number of minutes between the start of the day and the
(minutes) end of the break. For example, enter 300 for a break that ends five hours
after the day starts.
Work Rule The name of the associated work rule.
Work Rule Entry Name An auto-number name for the work rule entry.
To view or add work rule entry fields, open the Object Manager in Setup and select the Work Rule custom object. Under Page Layouts,
select Related Lists and drag Work Rule Entries to add it to your page layout.
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Note: To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the Calculate
travel and breaks setting in Field Service Settings.
Flexible Breaks
Watch the video to see how to schedule multiple flexible breaks with enhanced work rules.
Watch a video
Flexible breaks are scheduled based on their duration and a time window relative to the beginning of the service resource's day. You
can add up to three work rule entry breaks to work rules of the Service Resource Availability type. You can’t add a break schedule to the
parent work rule and use work rule entries.
Example: Let’s say you want to schedule breaks for mobile workers, and their shifts last about 10 hours. You want to schedule
a 20-minute break about two hours into the day, a 45-minute meal break in the middle of the day, and another 20-minute break
about two hours before the end of the shift. Create three work rule entries, with these settings:
Work Rule Entry Break Duration Earliest Break Start Latest Break End
First break 20 100 180
Meal break 45 240 360
Second break 20 460 580
If the worker’s availability starts at 8:00 AM, the first break is scheduled between 9:40 AM and 11:00 AM. The meal break happens
between 12:00 PM and 2:00 PM, and the last break happens between 3:40 PM and 5:00 PM.
Work Rule Type: TimeSlot Designated Work
The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift
EDITIONS
is reserved for a specific type of work, only appointments of that type are scheduled during that
time period. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
When this rule is configured in a scheduling policy, if a slot or shift has defined criteria, service Experience
appointments that don't meet the criteria of the designation aren’t scheduled during that slot or
The Field Service core
shift.
features, managed
You can reserve time slots and define shifts for specific types of appointments. package, and mobile app
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager are available in Enterprise,
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Unlimited, and Developer
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules Editions.
related list on a scheduling policy.
This rule applies to all resources and service appointments, regardless of the rule’s relevance group.
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Note: If a service appointment doesn’t have a service territory defined, for that service appointment to be assigned to a service
resource, the service appointment must meet the criteria defined in the time slot or shift in each of the service resource's assigned
service territories.
SEE ALSO:
Reserve Time Slots for Designated Types of Work
Create Filters to Match Field Service Appointments and Shifts
Work Rules: Considerations
Work Rule Type: Work Capacity
The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a
EDITIONS
given service territory according to specified criteria. This work rule is available only when you’re
using Enhanced Scheduling and Optimization. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
This rule enables adding capacity limits to scheduling policies. If you add a Work Capacity work rule Experience
to your scheduling policy, the Work Capacity Limit records defined for the service territories are
The Field Service core
considered. These records allow you to set limits on the amount of specific types of work that you
features, managed
can book within a territory. For example, you can limit installation work to 80% of the total capacity
package, and mobile app
of the service territory. Total capacity refers to the combined working hours availability for all service
are available in Enterprise,
resources in that territory for a given time frame. Unlimited, and Developer
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager Editions.
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules
related list on a scheduling policy.
Check Work Capacity Rule Violations
You can see notifications for Work Capacity rule violations for all service appointments in a service territory in the Notification Center.
The violations for individual service appointments aren’t shown on the Gantt.
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SEE ALSO:
Manage Work Capacity in Field Service
Create and Manage Field Service Work Rules
Work Rule Type: Working Territories
Working Territories is a Field Service database work rule type that enforces primary and secondary
EDITIONS
service territory memberships.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Service resources can have only one primary service territory at a time, but multiple secondary orgs) and Lightning
territories. Optimization requests that include a service resource's secondary territory memberships Experience
must also include the corresponding primary territory membership. Secondary territory memberships
The Field Service core
must be identical to, or contained within, the primary territory membership for a particular time
features, managed
and resource. If the secondary territory memberships aren't fully covered by a primary territory
package, and mobile app
membership, availability applies only to the overlapping period. When using Enhanced Scheduling
are available in Enterprise,
and Optimization, the secondary service territory doesn't need to be contained within the primary Unlimited, and Developer
service territory. Scheduling and optimization is supported only for service territories with at least Editions.
one primary service territory member. By default, the Working Territories rule considers only
secondary territories. If you want the optimizer to consider the primary territory as well, select
Working Location Enable Primary on the work rule.
A scheduling policy can’t include both a Working Territories work rule and a Match Territory work rule. To choose between them, consider
the number of service resources and service territories in your field service operation, and how often service resources are called to work
in different territories.
If service resources frequently move between service territories, use a Working Territories work rule. Use relevance groups to differentiate
between service resources if some resources move less than others.
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work
Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from
the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Create Service Resources for Field Service
Work Rules: Considerations
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Manage Rule Validation Checks
Set how often rules are checked for violations, and what triggers automatic rule validation checks.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Classic (not available in all
Service Settings tab. Then, click Dispatcher Console UI > Gantt Configurations. orgs) and Lightning
2. Under Rules Validations, configure the following settings. Experience
The Field Service core
Setting Description features, managed
package, and mobile app
Validate rules after indirect Gantt updates If this option is selected, any indirect Gantt
are available in Enterprise,
updates not made by the dispatcher trigger
Unlimited, and Developer
rule violation calculation.
Editions.
Rule Validation Frequency • On Demand: Check rules only when
initiated manually by the dispatcher. The USER PERMISSIONS
dispatcher initiates rule validation for
single or multiple service appointments To enable dispatchers to
check rules manually:
using the right-click menu on the Gantt
• Custom permission sets:
chart or appointment list. The Check Rules
button is used to initiate rule validation • Field Service
for all loaded data appearing on the Gantt Dispatcher
Permissions
chart and appointment list. This setting is
the default for Salesforce orgs as of • Field Service
Dispatcher License
Summer ’21.
Custom permissions:
• After Direct Gantt Updates: Check rules
after every update initiated by the • Enable Check Rules
- All Services
dispatcher on the Gantt. Updates include
scheduling by drag and drop, • Gantt and List -
Enable Check Rules
unscheduling a service appointment, or
adding, removing, or modifying a • Gantt and List -
Enable Bulk Check
Resource Absence.
Rule
• Always: Check rules after every operation.
This setting is the default for Salesforce
orgs before Summer ’21.
If you set the frequency to After Direct Gantt
Updates or to Always, rule validation checks
are triggered after these updates only.
• When you update the Scheduled Start or
Scheduled End fields of a service
appointment, or when you update the
Service Resource or Estimated Travel Time
fields of an assigned resource associated
with the service appointment.
• When you update the Scheduled Start or
Scheduled End fields of an absence, or
when you update the Service Resource or
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Setting Description
Estimated Travel Time fields of an assigned resource
associated with the absence.
• When you unschedule or delete a service appointment, an
assigned resource, or an absence.
SEE ALSO:
Set Custom Permissions for Field Service
Check Rule Violations on the Gantt
Create and Manage Field Service Objectives
Add service objectives to a scheduling policy to indicate your scheduling goals. You can weight
EDITIONS
each objective to indicate its importance. During schedule optimization, each appointment
assignment receives a score from 0 to 100 for every service objective based on how fully the objective Available in: both Salesforce
was met. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Create and manage service objectives from the Service Objectives tab. Add service objectives to a
The Field Service core
scheduling policy from the Customize Scheduling Policies page in Guided Setup or the Scheduling
features, managed
Policy Objectives related list on a policy.
package, and mobile app
When you create a service objective, select a record type to define the category that the objective are available in Enterprise,
falls into. The following categories are available. Unlimited, and Developer
Editions.
Objective Type Description
ASAP Measures the ability to schedule an appointment as soon as possible.
The latest scheduling option receives a score of zero, and the soonest
option receives a score of 100. If multiple appointments are
evaluated simultaneously, the score is based on a range of 0–30
days in the future. The optimization engine considers an objective's
weight when scheduling tasks. The relationship between the
Minimize Travel Time objective and the ASAP objective is such that
1 hour of travel time = 1 hour of ASAP task ∕ 30 days × 24 hours.
An ASAP objective can contradict other objectives. For example,
scheduling an appointment as soon as possible can result in more
travel time. Weight your objectives accordingly.
Minimize Overtime Measures the use of overtime hours. The objective’s score compares
the number of overtime hours with the service appointment’s
estimated duration. For example, if an hour-long appointment is
scheduled entirely on overtime, its score is zero. If half of the
scheduled time is overtime, its score is 50.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Objective Type Description
Minimize Travel Measures the travel time required for a service appointment.
When you're not using Enhanced Scheduling and Optimization:
In optimization operations—global optimization, resource schedule optimization, in-day
optimization, and the Reshuffle action—each scheduling option is scored with the assumption
that travel time ranges from zero to 120 minutes. For example, an option with a travel time
of 120 minutes receives a score of zero, and an option with a travel time of 60 minutes receives
a score of 50. You can ask Salesforce to customize this range.
In non-optimization scheduling operations—such as the Book Appointment, Candidates,
Schedule, Fill-In Schedule, and Group Nearby Appointments actions—this objective’s score
is relative to the travel times available. For example, if an appointment has three scheduling
options, here’s how the options are scored.
• Option 1: Schedule it after an appointment at the same site. The travel time is zero minutes,
so the objective score is 100.
• Option 2: Schedule it after an appointment in a neighboring city. The travel time is 60
minutes, and because it’s the appointment’s maximum potential travel time, the objective
score is zero.
• Option 3: Schedule it after an appointment in a site located 30 minutes away. Because it’s
exactly in the middle of the previous options, the objective score is 50.
To set the scheduling to exclude from minimize travel consideration the first and last travel
of the day, to and from the service resource home base, select Exclude Home Base Travel.
This option isn’t supported when you're using Enhanced Scheduling and Optimization.
When you're using Enhanced Scheduling and Optimization:
The Minimize Travel Objective scores every minute of added travel, with no upper limit on
travel time scoring. For example, 120 minutes of added travel time is considered better than
150 minutes. Travel time is calculated in minutes, such that travel time less than 60 seconds
isn't considered.
Preferred Resource Measures adherence to a work order’s resource preferences of type Preferred. The objective’s
score is 100 if an appointment is assigned to the parent work order’s preferred resource, and
zero if not. (Excluded and Required resource preferences are enforced using work rules.)
Resource Priority Ranks appointments based on their assigned resource’s priority, which is defined in the Priority
field on service resources. The lower the resource priority, the higher the objective’s score.
Same Site Ensures that a minimal number of mobile workers visit the same location by having the
optimization services group service appointments located at the same site. Use the Same Site
service objective to prefer that jobs get scheduled together while considering all other
objectives and KPIs.
This objective applies only when you use Enhanced Scheduling and Optimization.
Skill Level Measures assigned resources’ adherence to a work order’s skill requirements. When creating
an objective of this type, select whether to favor the least- or most-qualified service resources:
• Least qualified: Favors the least qualified valid candidate. This option lets you dispatch a
resource who is “good enough” to complete an appointment. For example, if a work order
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Objective Type Description
requires the Drilling skill at level 50, a resource with a Drilling skill level of 55 is favored
over a resource with a Drilling skill level of 80.
• Most qualified: Favors the most qualified valid candidate. Use this option with relevance
groups to assign your most qualified resources only to work orders for high-priority
accounts.
If a work order has multiple skill requirements, the objective evaluates all skills and calculates
an average score.
Skill Preference Ranks candidates with a skill of a certain skill type that reflects the service appointment's skill
preferences. For example, a service appointment requires a caregiver who speaks English or
Spanish but the preferred choice is Spanish.
When you’re creating a skill requirement for a work order or a work order line item, the
applicable values for ranking a skill priority are 1 to 10, where 1 is the highest priority and 10
is the lowest. If you enter a value that’s less than 1, the skill priority is set to 1. If you enter a
value that’s greater than 10, the skill priority is set to 10. If you don’t enter a value, the skill
priority is set to 10.
Use the Skill Type Developer Name field in the Objective object to apply the objective's ranking
only on skills of certain skill types.
This objective applies only when you use Enhanced Scheduling and Optimization.
SEE ALSO:
Create and Manage Field Service Work Rules
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Optimize Field Service Appointments Using Priorities
When your team’s availability is limited, prioritize critical service appointments over less pressing
EDITIONS
work. You can assign dynamic priorities, such as values that increase as due dates approach.
Optimization can consider priority values when it assigns appointments to time slots. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
How you use priority values in scheduling depends on your business. Service level agreements and Experience
other factors can affect how you prioritize work. The type of work, due dates, or a combination of
The Field Service core
factors can influence appointment priorities.
features, managed
After you identify what drives your priorities, define settings so that optimization and scheduling package, and mobile app
can prioritize visits. are available in Enterprise,
1. Specify a priority field. Unlimited, and Developer
Editions.
In the Field Service Admin app, under Field Service Settings > Scheduling > General Logic,
select a priority field. You can choose one or more fields on service appointments, work orders,
and work order line items. USER PERMISSIONS
• Assign a fixed priority. For example, the managed package provides the Scheduling Priority To configure priority settings:
field on parent work orders and work order line items. By default, Scheduling Priority values • FSL Admin custom
are 1–4, where 1 is Critical and 4 is Low. permission set
• Create a dynamic priority field using a custom formula field. For example, create a formula To optimize from the
that sets appointment priorities based on the difference between today’s date and the due dispatcher console:One of
date. these custom permission
sets:
Scheduling and optimization look at the service appointment priority field first. If that field is
• FSL Admin Permissions
not defined or empty, then the appointment’s priority is derived from the field on the parent
work order or work order line item. • FSL Dispatcher
Permissions
2. Select a priority scale.
The default priority range is a 1–10 scale, where 1 is the highest priority and 10 is the lowest
priority. The 1–10 scale works well for most priority cases. If your use case requires a broad range of values, go to Field Service
Settings > Scheduling > General Logic in the Field Service Admin app, and select the optional 1–100 scale.
Field Service supports only whole numbers such that decimal points are ignored when calculating priorities. For example, 3.94 is
considered as 3. Any number above the priority range is considered as lowest priority.
After you configure priority settings, you’re ready to optimize. If you want to schedule and prioritize many appointments, use Global or
In-Day optimization. When availability is limited, optimization bumps lower priority assignments from the schedule and schedules higher
priority appointments in those slots.
If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Get Candidates, Book Appointments,
or Schedule. Add the field Schedule over lower priority appointment to the service appointment page layout.
When you select this Boolean field on appointments, scheduling actions consider the appointment’s priority. If a service appointment
in a lower priority is in a pinned status, other appointments aren't scheduled over this pinned appointment, and there's no overlap.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Create Relevance Groups
A relevance group in Field Service is a group of appointments or territory members that require
EDITIONS
their own work rules or service objectives. For example, use relevance groups to enforce your
company policy on breaks and travel time for full-time versus part-time employees. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
You can base a relevance group on any standard or custom Boolean (true or false) field for service Experience
appointments or service territory members. When you create a work rule or service objective, select
The Field Service core
a field to limit the scope of the rule or objective.
features, managed
To use relevance groups, add the relevance group Visualforce pages to your work rule and service package, and mobile app
objective page layouts. are available in Enterprise,
1. In the layout editor, open a work rule or service objective page layout—for example, the Match Unlimited, and Developer
Boolean work rule page. Editions.
2. Select Visualforce pages, and drag one of the following pages onto the detail page layout.
We recommend giving it its own section for clarity.
• Work rules: Vf001GroupOnWorkRules
• Service objectives: Vf002GroupOnObjectives
3. Save your changes.
You can apply a work rule or service objective to a subset of service territory members or service appointments. Select the limiting
Boolean field on the work rule or service objective detail page.
Note: Relevance groups can use primary service territory memberships and relocation service territory memberships. Secondary
service territory memberships aren't supported.
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Example: Use relevance groups to define different limits on travel from home for part-time and full-time employees.
1. Add the appropriate Visualforce page to the Maximum Travel From Home work rule page layout.
2. On the service territory member object, create two checkbox fields:
• Part-Time
• Full-Time: A formula field that updates to false when Part-Time is true
3. Create a Maximum Travel From Home work rule that reflects your travel time policy for part-time employees. For Service
Territory Member, select Part-Time.
4. Create another Maximum Travel From Home work rule that reflects your travel time policy for full-time employees. For Service
Territory Member, select Full-Time.
5. Add both rules to a scheduling policy. When the policy is applied, part-time and full-time employees are evaluated based on
the requirements outlined in the respective work rules.
Relevance groups must be mutually exclusive. If two work rules with relevance groups overlap, the more restrictive rule is used. If
Service Resource Availability work rules use relevance groups, any rule overlaps will lead to an error.
SEE ALSO:
Create and Manage Field Service Work Rules
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Fix Overlaps by Using an Automated Scheduling Flow (Beta)
Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule
EDITIONS
overlaps that occur due to an appointment ending late. Use the flow template recommendations
or adjust the template to suit your specific use case. Fix Schedule Overlaps flow (Beta) is available Available in: both Salesforce
only when you're using Enhanced Scheduling and Optimization. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Note: This feature is a Beta Service. A customer may opt to try such Beta Service in its sole The Field Service core
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided features, managed
at Agreements and Terms. package, and mobile app
If an appointment is taking longer than expected, the rest of the day is at risk. The Fix Schedule are available in Enterprise,
Overlaps flow uses resource schedule optimization, such that only the affected service resource’s Unlimited, and Developer
schedule is optimized. The optimization minimizes any changes to the schedule by leaving as many Editions.
scheduled appointments as is. This flow, available when you’re using Enhanced Scheduling and
Optimization, replaces the Late-End Overlap scheduling recipes scenario. USER PERMISSIONS
1. In the Field Service Admin app, go to Field Service Settings.
To open, edit, or create a
2. Select Scheduling and then in the General Logic tab select Enable the Fix Schedule Overlaps flow in Flow Builder:
flow (Beta). • Manage Flow
3. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
4. Open the Fix Schedule Overlaps flow template.
5. To create your own version of the flow based on the template (recommended), click Save As and add the required details.
Note: When you create a flow by using the Fix Schedule Overlaps template, make sure you use a flow name that’s different
from the original flow name.
6. The flow is triggered only for in-day of service changes to address last-minute issues to an individual service resource’s schedule due
to late ending appointments that overlap the following appointment. The minimum overlap for the flow to apply is 10 minutes. Use
the flow as is, or modify it according to your needs. The flow template includes components.
• Check if Overlap is Today component—Call an action that checks whether the overlap occurred today in the service resource’s
timezone. An overlap occurs due to unexpected changes in the schedule on the day of service.
• Is Overlap Today component—Determine whether the overlap occurred today according to the Check if Overlap is Today result.
If the overlap is today then continue with the flow.
• Is Late End component—Determine whether the status of the service appointment that triggered the overlap is In Progress,
Completed, or Cannot Complete resulting in a late end. If the service appointment ended late or is expected to end late then
continue with the flow.
• Is Overlap Long component—Determine whether the schedule overlap is considered long. If the schedule overlap is 10 minutes
or longer then continue with the flow. You can adjust the minimum overlap length.
• Get Scheduling Policy component—Filter the scheduling policy records to get the Customer First scheduling policy used when
running the Fix Schedule Overlaps action. You can select a different scheduling policy according to your use case.
• Fix Schedule Overlaps component—Fix the schedule when an overlap occurs because a service appointment ended late or is
expected to end late. To keep the schedule as close as possible to the original schedule, the Fix Schedule Overlaps flow only
considers service appointments that are scheduled to the resource for the day that the overlap occurs.
7. Save the flow.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
8. If you created a flow by using the Fix Schedule Overlaps flow template, make sure you change the Fix Schedule Overlaps flow (Beta)
API name field value to the new flow's API name.
To control user permissions to run flows, see How Does Flow Security Work?
Note: Several fix overlaps features are available in Field Service.
Considerations for the Fix Schedule Overlaps Flow
Before you start using the Fix Schedule Overlaps flow, make sure you review some considerations.
• The Fix Schedule Overlaps action triggers resource scheduling optimization. During this optimization, the engine optimizes service
appointments that are schedulable (not in a pinned status). In Field Service Settings, in the Logic tab under Optimization, we
recommend leaving the Dispatched status deselected for In-Day and Resource Schedule Optimization, so that dispatched work can
be moved if a previous job runs late. During resource schedule optimization, service appointments aren’t moved if the Dispatched
status is selected.
• The Fix Schedule Overlaps action can trigger multiple resource scheduling optimization requests. For example, a service appointment
status change (if a status category is added to the Late End component) triggers an optimization request, and a service appointment
overlap with another appointment triggers another optimization request.
• Appointments dropped due to fix overlaps aren’t marked as In Jeopardy.
• An overlap is recognized when one appointment overlaps another for a minimum duration, as defined in the Fix Schedule Overlaps
flow. Overlaps during travel time don’t trigger the flow.
• If a service appointment ends late and creates an overlap with the next service appointment whose start time is now in the past,
the Fix Schedule Overlaps flow runs, but schedule overlaps aren’t fixed.
• An autolaunched flow type doesn’t require activation. The Enable the Fix Schedule Overlaps flow (Beta) setting in Field Service
Settings is used to activate the Fix Schedule Overlaps flow. This setting is disabled by default.
SEE ALSO:
Manage Field Service Scheduling Overlaps
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Create Scheduling Recipes for Common Events
Tackle common Field Service scheduling challenges with simple optimization “recipes” that address
EDITIONS
what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover
all scenarios by creating multiple recipes for each category. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Scheduling recipes are an optimization feature. They use resource schedule optimization, which Experience
means that only the affected service resource’s schedule is optimized. Scheduling recipes aren’t
The Field Service core
available when using Enhanced Scheduling and Optimization, which uses the Fix Schedule Overlaps
features, managed
automated flow instead.
package, and mobile app
Note: Several fix overlaps features are available in Field Service. are available in Enterprise,
Unlimited, and Developer
1. From the App Launcher, find and open the Field Service Admin app. Editions.
2. Click the Field Service Settings tab, and then click Automated Scheduling.
3. In the New Recipe menu, select a category. We’ve provided some example recipes to get you USER PERMISSIONS
started. You can activate them or create your own.
To create a scheduling
4. Customize your recipe’s settings. Then, activate and save it. Inactive recipes aren’t enforced. recipe:
• The Status Categories field lets you limit which appointments the recipe applies to. For • Custom permission set:
Field Service Admin
example, if you select only the Scheduled value on a recipe for shortened appointments,
Permissions
the recipe runs only if an appointment’s status is in the Scheduled status category when
the appointment is shortened. Excluding the Canceled status category, the appointment’s
status must also be a pinned status, which is set in Field Service Settings > Optimization > Logic.
• The Initiating User Permission Set field lets you decide which users can trigger the recipe. For example, if you’re creating a recipe
for canceled appointments, select Community to run the recipe only for appointments canceled by an Experience Builder site
user (typically, a customer). The values in this field correspond to the permission sets provided by the managed package.
Initiating User Permission Set Value Corresponding Permission Set
Resource Field Service Resource
Dispatcher Field Service Dispatcher
Field Service Community Dispatcher
Agent Field Service Agent
Admin Field Service Admin
Community Field Service Self Service
5. To change the priority order of recipes within a category, click on the Automated Scheduling home page. Drag the recipes into
the desired order and click Save.
Considerations for Scheduling Recipes
• You can create up to 75 active recipes per category, and up to 1000 recipes per org.
• For Shortened Appointment scenarios, scheduling recipes only try to fill one empty space per day for each service resource.
• For Shortened Appointment scenarios, scheduling recipes support only a single operating hours timeslot per day.
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• Scheduling recipes support only operating hours and timeslots, not shifts.
• A triggering service appointment is the appointment that actually triggers resource scheduling optimization. For Shortened
Appointments, Late-End Overlap, and Emergency Overlap scenarios, scheduling recipes are only triggered if the triggering service
appointment's status has been selected as a pinned status for In-Day Optimization. The optimization engine then optimizes service
appointments that are schedulable (not in a pinned status). We recommend leaving the Dispatch status deselected so dispatched
work can be moved if a previous job runs late or emergency work is needed.
• If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to
find territories that aren't selected.
Scheduling Recipe Scenarios
Automate how Field Service handles common situations that cause gaps or overlaps in your schedule, like the following.
• An appointment is canceled
• A mobile worker finishes early
• A mobile worker finishes late and has overlapping appointments
• An emergency causes appointments to overlap
Certain conditions trigger a scheduling recipe, for example, appointment status categories. Recipes are triggered only for in-day of service
changes to address last-minute issues to an individual service resource’s schedule.
You can set the scheduled appointment’s Status Category to change after optimization to Scheduled or Dispatched, and mark resulting
unscheduled appointments as In Jeopardy with a jeopardy reason.
Scenario Trigger Criteria Expected Behavior (Result)
Canceled Appointment • Status Category = Canceled • Preserve Current Schedule - The optimization minimizes
• The service appointment is any changes to the schedule by leaving as many scheduled
canceled on the day of service. appointments as is, and filling the gap with the best match
from the next 100 appointments scheduled for that resource.
• Service appointments must meet
the set recipe criteria. • If the resource’s Last Known Location is valid (last updated
within the set time limit), this location is also considered when
scheduling to prevent unnecessary travel.
Shortened Appointment • Status Category = • Preserve Current Schedule and Fill Gaps - Finishing work
Completed/Cannot early frees up the schedule. The optimization minimizes any
Complete/Canceled changes to the schedule by leaving as many scheduled
• Service appointments must meet appointments as is, and filling the gap with the best match
the set recipe criteria. from the next 100 appointments scheduled for that resource.
• The service appointment’s
Scheduled End is shortened and
the gap created is large enough to
fill. The minimum schedule space
created for the recipe to apply is 10
minutes (default is 15 minutes).
Late-End Overlap • The service appointment’s • Preserve Current Schedule - If an appointment is taking
Scheduled End is updated to a later longer than expected, the rest of the day is at risk. The
time. The minimum overlap for the optimization minimizes any changes to the schedule by leaving
as many scheduled appointments as is, and scheduling an
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Scenario Trigger Criteria Expected Behavior (Result)
recipe to apply is 1 minute (default appointment from the next 100 appointments scheduled for
is 10 minutes). that resource.
• Service appointments must meet
the set recipe criteria.
Emergency Overlap • The service appointment’s • Emergency dispatches can take the resource off-route. When
Emergency = True, and the Status an emergency appointment is dispatched and results in
Category = Scheduled/Dispatched. scheduling issues, optimization reschedules the rest of the
• The minimum overlap for the resource's day as needed in order to revolve around the
recipe to apply is 1 minute (default emergency location and other pinned service appointments,
is 10 minutes). while adhering to the scheduling policy objectives.
• The next appointment is scheduled from the next 100
appointments scheduled for that resource.
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Example: Here’s a recipe that controls what happens to the assigned resource’s schedule when a solar appointment in the San
Francisco service territory ends early and results in 60 unused minutes on the schedule.
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Field Service Scheduling and Optimization Services
Scheduling and optimization includes services used to schedule, reschedule, and unschedule service
EDITIONS
appointments.
Available in: Available in
This is a Field Service managed package feature.
Lightning Experience and
Review the scheduling and optimization services available. Salesforce Classic in these
editions where Field Service
Feature Description is enabled: Enterprise,
Unlimited, and Developer
Scheduling Services Editions
Auto Schedule Schedule an appointment in a hurry with Auto
Schedule, right from the appointment itself.
Auto Schedule finds the best available slot based
on your scheduling policy.
Book Appointments Use Book Appointment to agree with your
customer on a visiting time window, and ensure
that automatic scheduling and optimization
processes adhere to the agreed visiting times.
Auto Schedule
Drag and Drop, Schedule, Bulk Schedule Schedule an appointment by dragging it from
the appointment list, directly from the
dispatcher console map, or from the service
appointment mini view. Use the Mass Schedule
action to bulk schedule appointments from the
appointment list.
Emergency Wizard Quickly schedule, dispatch, and track emergency
work.
Get Candidates Quickly find resources who are best-matched
to work on an individual Service Appointment.
Optimization Services
Global Optimization Optimize your team’s schedule for one or more
service territories across a specified range of
days. You can configure the optimization to run
regularly, for example, every night, or run it
manually as needed.
In Day Optimization Navigate last-minute schedule upsets by rapidly
optimizing your team’s schedule for one or more
service territories on the day of service.
Reshuffle Make space in a full schedule for a high-priority
appointment. The Reshuffle action in the Gantt
postpones lower-priority appointments.
This feature isn’t supported by Enhanced
Scheduling and Optimization.
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Feature Description
Resource Schedule Optimization (RSO) When last-minute developments occur like canceled jobs, lateness,
or emergencies, optimize an individual service resource’s schedule
to design the best schedule for them.
Schedule Recipes Tackle common scheduling challenges with simple optimization
“recipes” that address what happens to your schedule after
appointment cancellations, time changes, and overlaps. Cover all
scenarios by creating multiple recipes for each category. The Fix
Schedule Overlaps flow (Beta) replaces scheduling recipes when
you’re using Enhanced Scheduling and Optimization to resolve
overlaps that occur when a mobile worker finishes an appointment
late.
Dynamic Gantt Services
Fill-In Schedule Fill gaps in a service resource’s schedule. This feature fills gaps in
the service resource’s schedule with non-urgent work that has no
defined execution time, such as maintenance work.
This feature isn’t supported yet by Enhanced Scheduling and
Optimization.
Fix Overlaps If a service appointment overlaps with other appointments or
absences, use the Fix Overlaps feature to harmoniously reschedule
appointments.
This feature isn’t supported for capacity-based service resources.
When you’re using Enhanced Scheduling and Optimization, refer
to Fix Schedule Overlaps flow (Beta).
Group Nearby Minimize travel time or gaps between appointments. This feature
unschedules appointments that were scheduled later that day and
replaces them with appointments that are close in location to the
source appointment.
This feature isn’t supported yet by Enhanced Scheduling and
Optimization.
Transparency Services
Appointment Insights Help users understand why a service appointment can’t be
scheduled, and which work rules are preventing its scheduling.
Discover what changes can be made to the scheduling policy's
work rules to qualify time slots and candidates for scheduling.
Optimization Hub View Optimization Hub to learn what improvements optimization
made to the scheduling of service appointments across multiple
territories and how to get the best results from optimization.
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Manage Optimization Conflicts
Enhance operational stability and reduce your optimization partial completion rate by preventing
EDITIONS
optimization conflicts when multiple optimization requests are made simultaneously on the same
dataset. For example, prevent two users from creating optimization requests simultaneously for Available in: both Salesforce
the same territory and horizon. Also configure what happens when schedule changes are made Classic (not available in all
while optimization is running, for example, if a new job is automatically scheduled or a dispatcher orgs) and Lightning
reschedules a job while optimization is running. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
package, and mobile app
Prevent Overlapping Field Service Optimization Requests
are available in Enterprise,
When initiating resource schedule optimization, in-day optimization, or global optimization, Unlimited, and Developer
Field Service checks for other such optimization requests that are being processed simultaneously Editions.
for the same territory or service resources with at least 1 day of overlap in the optimization
horizon. For example, a dispatcher activates resource schedule optimization for a resource that’s
part of a dataset being optimized through in-day optimization. If an overlap is detected, a message is shown and the newly initiated
optimization request is aborted. Similarly, when a dispatcher tries to make changes to the Gantt, which is being processed by a
background optimization request such as in-day optimization, a message is shown notifying the dispatcher that their changes can
create unwanted results. The dispatcher can choose whether to continue with the manual changes or not.
Handle Conflicts During Optimization
Define the Commit Mode in the scheduling policy to determine what happens when schedule conflicts occur during global, in-day,
or resource schedule optimization.
Guidelines for Using the Scheduling Policy Commit Mode
Define what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing
optimization process.
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Prevent Overlapping Field Service Optimization Requests
When initiating resource schedule optimization, in-day optimization, or global optimization, Field
EDITIONS
Service checks for other such optimization requests that are being processed simultaneously for
the same territory or service resources with at least 1 day of overlap in the optimization horizon. Available in: both Salesforce
For example, a dispatcher activates resource schedule optimization for a resource that’s part of a Classic (not available in all
dataset being optimized through in-day optimization. If an overlap is detected, a message is shown orgs) and Lightning
and the newly initiated optimization request is aborted. Similarly, when a dispatcher tries to make Experience
changes to the Gantt, which is being processed by a background optimization request such as
in-day optimization, a message is shown notifying the dispatcher that their changes can create The Field Service core
unwanted results. The dispatcher can choose whether to continue with the manual changes or features, managed
package, and mobile app
not.
are available in Enterprise,
This is a Field Service managed package feature. Unlimited, and Developer
Editions.
1. In Setup, go to Field Service Settings and verify that Field Service Enhanced Scheduling and
Optimization is enabled.
USER PERMISSIONS
2. In the Field Service Admin app, go to Field Service Settings. Select Optimization, and then select
the Logic tab. To enable optimization
3. Verify that Enable optimization overlaps prevention is enabled (default on). overlaps prevention:
• Custom permission set:
If Enable optimization overlaps prevention is selected and you try to run an optimization request FSL Admin Permissions
while an overlapping optimization request is being processed, the new optimization request fails.
To run Resource Schedule
An overlapping request occurs when there’s an overlap of optimized resources (caused by running Optimization (RSO), in-day,
on the same territory, or resource schedule optimization) and a time horizon overlap. A message or global optimization:One
is shown stating which request ID has overlapping service territories and which territories overlap, of these custom permission
for easy troubleshooting. If the overlapping optimization request is running for a timeout period sets:
defined for the operation and isn't responding, the system aborts this request, and the new • FSL Admin Permissions
optimization request runs instead. The timeout for in-day and resource schedule optimization is • FSL Dispatcher
15 minutes. The timeout for global optimization is 5 hours if the optimization is in progress or Permissions
queued, or 1 hour if the optimization request is new.
For enhanced scheduled jobs, if you try to create a scheduled job with multiple time periods that
overlap for the same service territory, the parallel requests with overlapping data can conflict and result in incorrect schedules. When
using Enhanced Scheduling and Optimization, ensure that Enable optimization overlaps prevention is selected in Field Service Settings
(enabled by default) to avoid saving an enhanced scheduled job with overlapping time periods.
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SEE ALSO:
Get Ready for Field Service Scheduling and Optimization
Manage Scheduled Jobs in Field Service
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Handle Conflicts During Optimization
Define the Commit Mode in the scheduling policy to determine what happens when schedule
EDITIONS
conflicts occur during global, in-day, or resource schedule optimization.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The Commit Mode field in the scheduling policy determines how the system handles schedule orgs) and Lightning
changes made during an optimization run. For example, if a dispatcher reschedules an appointment Experience
or schedules a new job, creating discrepancies between the schedule's state at the start and
The Field Service core
completion of optimization. These changes can cause scheduling conflicts. Make sure the Commit
features, managed
Mode field is added to the Scheduling Policy page layout.
package, and mobile app
1. Create and manage scheduling policies from the Field Service Admin app in the Field Service are available in Enterprise,
settings tab. Click Guided Setup under Getting Started, or click New in the Scheduling Policies Unlimited, and Developer
tab under Scheduling. Editions.
2. Select the scheduling policy Commit Mode according to the guidelines.
USER PERMISSIONS
Note: When you aren’t using Enhanced Scheduling and Optimization, global optimization
runs in the Always Commit mode regardless of the Commit Mode setting. To enable optimization
overlaps prevention:
• Custom permission set:
SEE ALSO: FSL Admin Permissions
Get Ready for Field Service Scheduling and Optimization To run Resource Schedule
Create and Manage Field Service Scheduling Policies Optimization (RSO), in-day,
or global optimization:One
of these custom permission
sets:
• FSL Admin Permissions
• FSL Dispatcher
Permissions
Guidelines for Using the Scheduling Policy Commit Mode
Define what happens when a dispatcher or scheduling operation makes a change to the schedule
EDITIONS
that conflicts with an ongoing optimization process.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Various conflicts can occur in the schedule during an optimization run. For example, while orgs) and Lightning
optimization is running, a dispatcher pins a service appointment, a customer cancels an appointment Experience
at the last minute, or an emergency service appointment is created and scheduled automatically.
The Field Service core
These actions can result in discrepancies between the schedule at the start of optimization and the
features, managed
schedule upon completion. If a scheduling change during optimization creates scheduling conflicts,
package, and mobile app
you can commit the optimization recommendations despite the conflicts or roll back to the original
are available in Enterprise,
schedule without making any changes. Unlimited, and Developer
• Always Commit (default for Salesforce orgs created before Summer ’24): If a user tries to make Editions.
a potentially conflicting change to the schedule while optimization is in progress, a message
is shown to warn the user that their change can conflict with the optimization results, but lets
them opt to save the change. If the conflicting change is made by automation or a user outside of the dispatcher console, no message
is shown.
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• Rollback (default for Salesforce orgs created after Summer ’24): If a potentially conflicting change is made to the schedule for the
dates being optimized—with a buffer day before and after—don’t complete the optimization. This choice is a conservative scheduling
option that helps you avoid possible conflicts. For example, if you begin a scheduled job to optimize from April 2 to April 5, any
change made to the April 1 to April 6 schedule causes the optimization to be rolled back. Changes include creating, updating, and
deleting resource absences and service appointments.
The default when you’re using Enhanced Scheduling and Optimization is Rollback, but consider selecting Always Commit during global
optimization. Rollback is recommended with in-day optimization schedule policies due to a high chance of conflicts. During
night-optimization, where conflicts are limited, consider selecting Always Commit.
Here are examples of potentially conflicting schedule changes and what happens depending on the selected Commit Mode.
Scenario Always Commit Rollback
The dispatcher pins a service appointment The pinned service appointment remains The pinned service appointment remains
while an optimization request is running in its place. An overlap can occur with in its place. An overlap can occur with
(the Pinned checkbox on the service another service appointment if optimization another service appointment.
appointment is selected). had planned to move the pinned
appointment to schedule another job in
place of it.
The status of a service appointment is The schedule is updated. The service No changes are made to the schedule.
updated. appointment can move to another time and
resource as per the optimization results. The
status remains unchanged from the latest
update.
A service appointment is created and The schedule is updated as per the No changes are made to the schedule.
scheduled. optimization results. An overlap can occur
with another service appointment.
The dispatcher schedules an appointment During optimization, the optimization run No changes are made to the schedule.
that is currently unscheduled. also assigns this appointment to another
service resource, resulting in the
appointment having two assigned
resources, which is invalid.
A scheduled service appointment is If a scheduled service appointment is No changes are made to the schedule.
canceled. canceled during an optimization run, the
service appointment remains canceled and
doesn't appear on the Gantt.
A scheduled service appointment is The schedule is updated as per the No changes are made to the schedule.
unscheduled. optimization results.
Optimization tries to schedule a service Scheduled Start and Scheduled End times No changes are made to the schedule.
appointment and the unscheduled are added to the service appointment. No
appointment is canceled. assigned resource is added to the service
appointment.
A resource absence is created within the The schedule is updated as per the No changes are made to the schedule.
optimization horizon. optimization results. An overlap can occur
with another service appointment.
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Scenario Always Commit Rollback
A resource absence is updated within the The schedule is updated as per the No changes are made to the schedule.
optimization horizon. optimization results. An overlap can occur
with another service appointment.
A resource absence is deleted within the The schedule is updated as per the No changes are made to the schedule.
optimization horizon. optimization results.
A scheduled service appointment is The service appointment moves to another No changes are made to the schedule.
rescheduled to another time (the Scheduled time or service resource, or both, as per the
Start Time or Scheduled End time, or both, optimization results.
is updated).
A scheduled service appointment is The service appointment moves to another No changes are made to the schedule.
rescheduled to another service resource time or service resource, or both, as per the
(Assigned Resource is updated). optimization results.
The Arrival Window Start time of a service The service appointment moves to another No changes are made to the schedule.
appointment or Arrival Window End time, time or service resource, or both, as per the
or both, is updated. optimization results.
SEE ALSO:
Get Ready for Field Service Scheduling and Optimization
Create and Manage Field Service Scheduling Policies
Reserve Time Slots for Designated Types of Work
Create specific time slots in Field Service dedicated to service appointments that meet your criteria.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
Service resources can perform any type of work during their available working hours according to Classic (not available in all
the defined work rules in your scheduling policy. You can reserve certain time slots within those orgs) and Lightning
available working hours and designate them for specific types of work. For example, you can Experience
designate a time slot on an operating hours or shift record to support only service appointments
The Field Service core
whose Emergency field is selected.
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
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Set Up Designated Work for Time Slots When Using Enhanced Scheduling and Optimization
Create specific time slots in Field Service dedicated to service appointments that meet your criteria
USER PERMISSIONS
when using Enhanced Scheduling and Optimization.
1. Add the TimeSlot Designated Work work rule to one or more scheduling policies. When the To view, create, and update
policy is in use, the scheduling optimizer respects your designated time slot preferences during recordset filter criteria:
• View, create, and edit on
scheduling.
Service Appointments,
a. Click the Scheduling Policies tab and select a policy. Time Slots, Operating
Hours, Recordset Filter
b. In the Scheduling Policy Work Rules related list, click New.
Criteria, and Recordset
c. In the Work Rule field, select New Work Rule. Filter Criteria Rules
d. Select Field Service - TimeSlot Designated Work and click Next. AND
e. Add a name and description. Delete on Recordset
Filter Criteria Rules
f. Save your changes.
2. Add recordset filter criteria columns to the lookup window.
a. From the object management settings for recordset filter criteria, go to Search Layouts and click Edit on the System Administrator
profile.
b. Add Source Object, Filtered Object, and Active to the search layout.
c. Click Save.
3. Create a recordset filter criteria for designated work.
a. In the App Launcher, click Recordset Filter Criteria.
b. In the Recordset Filter Criteria list view, click New.
c. Enter a name and description for the criteria.
d. In the Source Object field, select Time Slot.
e. In the Filtered Object field, select Service Appointment.
f. Select Active.
g. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid.
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h. To add filter conditions, select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending
on the field you select. For example, picklist fields show the list of available choices. Add another condition if you need to.
i. Save the recordset filter criteria.
4. Designate a time slot for service appointments of a specified type.
a. In the App Launcher, click Operating Hours.
b. In the Operating Hours list view, select an operating hours record.
c. From the Details tab, in the calendar editor, right-click a time slot and select Enhanced Designated Work.
d. From the lookup window, select a recordset filter criteria.
Note: Select an active recordset filter criteria with the source object Time Slot and filtered object Service Appointment.
e. Click Save.
f. From the calendar editor, you can change a designation by selecting a different recordset filter criteria from the lookup window.
g. You can delete a designation only from the Related tab. In the time slots related list, click Edit on the action menu of the relevant
time slot. Then clear your selection from the Recordset Filter Criteria field and click Save.
If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time
slot.
Set Up Designated Work for Time Slots When Not Using Enhanced Scheduling and Optimization
Create specific time slots in Field Service dedicated to service appointments that meet your criteria when not using Enhanced Scheduling
and Optimization.
1. Decide which service appointment fields can be used to reserve time slots.
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a. From the Object Manager, find the Service Appointment object and click Field Sets.
b. Open the Designated Work Fields field set.
c. Drag any checkbox field into the field set.
Note: You can customize a field by adding it to the service appointment object.
2. Add the TimeSlot Designated Work work rule to one or more scheduling policies. When the policy is in use, the scheduling optimizer
respects your designated time slot preferences during scheduling.
a. Click the Scheduling Policies tab and select a policy.
b. In the Scheduling Policy Work Rules related list, click New.
c. In the Work Rule field, select New Work Rule.
d. Select Field Service - TimeSlot Designated Work and click Next.
e. Add a name and description.
f. Save your changes.
3. Reserve a time slot for service appointments of a specified type.
a. From the operating hours tab, select an operating hours record.
b. From the detail view, right-click a time slot.
c. Hover over Designate Work and select a checkbox.
If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time
slot.
SEE ALSO:
Work Rule Type: TimeSlot Designated Work
Create Work Types for Field Service
Guidelines for Recordset Filter Criteria
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Enable Multiday Field Service Appointments
Some Field Service industries have service appointments that span multiple days, for example,
EDITIONS
utility infrastructure repairs and installations. With multiday service appointments you can schedule
service appointments that span resources' nonavailability without rule violations. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
Service Settings tab.
The Field Service core
2. Click Scheduling > General Logic. features, managed
3. In the Multi-day service appointment field field, select Is MultiDay. package, and mobile app
are available in Enterprise,
4. In Setup, add the Is MultiDay field to your service appointment page layout and save Unlimited, and Developer
your changes. Editions.
5. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets
under Users.
USER PERMISSIONS
6. Click Field Service Dispatcher Permissions.
To customize the Field
7. In the Apps section, click Custom Permissions. Service managed package:
8. Click Edit. • Customize Application
9. Add the Longterm View custom permission to the Field Service Dispatcher permission To use the Long-Term Gantt
set. This permission lets dispatchers select the Long-Term view in the Gantt, which displays up view:
to 6 months at a time. The Long-Term view displays up to 1000 service appointments. The • Longterm View custom
permission
Long-Term view comes with filtering options, including the option to show only multiday
appointments. Customize your Long-Term view settings from the Gantt filter’s Hours tab.
Note: The Long-Term view replaces the Multiday view, which displays 5 weeks at a time but doesn’t include filtering options.
10. Click Save.
11. To indicate that a service appointment must span multiple days, select Is Multiday on the appointment.
The length of the multiday appointment is based on its duration and the assigned resource’s availability.
Example: Let’s say you want to find the best resource to complete a multiday service appointment in San Francisco. Your service
resources in San Francisco have operating hours from 9:00 AM to 6:00 PM, and their Resource Availability Work Rule gives them
30 minutes of travel time to and from appointments.
You need to schedule a multiday service appointment that lasts 10 hours. Given your service resources’ travel and time constraints,
the Dispatcher Console finds the best service resource for the job. In this example, Alan Reed is the service resource who’s most
available for this service appointment.
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The Dispatcher Console automatically takes your service resources’ travel and break times into account to optimize your multiday
appointments.
Considerations for Multiday Scheduling
Keep these considerations in mind when you implement multiday scheduling in your org.
Considerations for Multiday Scheduling
Keep these considerations in mind when you implement multiday scheduling in your org.
This is a Field Service managed package feature.
• Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment when using Enhanced Scheduling and
Optimization.
• Multiday scheduling is supported in all Enhanced Scheduling and Optimization services except Appointment Booking.
• On multiday service appointments, the Scheduled Start and Scheduled End times must fall within the assigned resource’s time slots
in their operating hours.
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• Multiday scheduling doesn’t consider customer availability (visiting hours) listed on the work order.
• Multiday work calculations are run when the assigned resource changes or the service appointment Duration, Scheduled Start, or
geolocation changes. This behavior isn't supported when using Enhanced Scheduling and Optimization.
• If you drag and drop a multiday service appointment, or manually change its Scheduled Start, the appointment’s Scheduled End
isn’t automatically extended beyond the due date. The appointment can be manually moved beyond the Due Date, but its Duration
remains unchanged.
• To prevent the scheduling optimizer from proposing time slots that don't fully respect resources' availability, configure a TimeSlot
Designated Work work rule.
• When scheduling multiday service appointments, the time between the Scheduled Start and Scheduled End includes the duration
of the job as well as travel time from and to the assigned resource's home base for each day of the appointment. The duration of
any Break type Resource Absence records is also included if the Service Resource Availability work rule is set to create breaks for the
service resource.
Note: To change the travel time logic, update the Travel From Home and Travel To Home fields on the Service Resource
Availability work rule. These fields let you allocate a number of minutes at the day’s start and end for the resource’s travel at
their own expense. If they’re left blank, the schedule automatically includes calculated travel time. For example, enter 60 in
each field if resources must be present at the site at the start of the day. This way, the schedule doesn’t include travel time for
resources whose home base is less than an hour from the site.
• Multiday scheduling has these additional limitations:
– When you're using Enhanced Scheduling and Optimization, and the Sliding and Reshuffling option is enabled:
• When you try to schedule a multiday service appointment, other service appointments can only slide to earlier or later in
the day. They can’t be reshuffled or dropped.
• When you try to schedule a high-priority service appointment, multiday service appointments can’t be reshuffled or dropped,
even if they have a lower priority.
– Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at
a time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate
travel times.
– A service resource can’t be assigned to any other appointment during a multiday service appointment.
– When you’re not using Enhanced Scheduling and Optimization, multiday service appointments that overlap with other
appointments don’t trigger the Fix Overlaps action.
– Multiday service appointments can’t be assigned to capacity-based service resources.
– Multiday service appointments can’t span more than eight weeks (calendar days).
– The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment has a scheduling
dependency, its Scheduled End date isn't calculated when the appointment is scheduled. We recommend that you don’t create
dependencies between multiday appointments.
– When you’re not using Enhanced Scheduling and Optimization, you can only schedule one multiday service appointment at a
time.
SEE ALSO:
Complex Work in Field Service
Field Service Limits and Limitations
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Manage Work Capacity in Field Service
Control the work performed by your workforce according to dynamic company priorities.
EDITIONS
Work capacity limits let you control the amount of work you can schedule for service resources.
Limiting work capacity enables capacity reservation based on dynamic company priorities. Using Available in: both Salesforce
capacity reservation can also help your company comply with its SLA, for example, by ensuring Classic (not available in all
that maintenance tasks are performed regularly and not concentrated in one calendar period. orgs) and Lightning
Seeing as some work is seasonal, you might want to focus in the summer months on new installs Experience
and limit maintenance work to increase revenue. Or, during a recall or mandatory repairs when The Field Service core
limit new installations to make more room for break-fix or maintenance type of work. features, managed
Limiting work capacity is done by adding thresholds that limit how many hours or what percentage package, and mobile app
of the total work capacity you can schedule for a specific service territory or a specific value of a are available in Enterprise,
service appointment attribute field in a service territory. The work on service appointments with a Unlimited, and Developer
specific value of a service appointment attribute field is referred to as a workstream. Editions.
Limits define the maximum hours of schedulable capacity for a service territory or a specific
workstream. For example, you can limit the total duration of new installation jobs scheduled in the New York territory to 100 hours per
day during weekdays for the next two months. You can also limit maintenance jobs to 50 hours per day on Mondays. Or set the limit as
a percentage of the total calculated available work capacity. For example, limit the installation jobs in Miami to 15% of the total calculated
available time in Miami per day during the same time period. The limits are defined per day. Restrict limits to a date range or start on a
specific date and be open-ended.
You can set a limit to the work capacity for a specific workstream. A workstream with a defined limit is called a limited workstream. For
example, limiting the work capacity of service appointments for the Breakfix work type to 140 hours on a specific day in Los Angeles
defines a limited Breakfix workstream. Use out-of-the-box service appointment attributes to define these limits or create custom attributes.
For example, use work type categories.
Note: This feature is available only with Enhanced Scheduling and Optimization.
Set Up Field Service Work Capacity
Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work
capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically
sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users
according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the
site to share information with relevant external users.
Work Capacity Limits (WCL)
Capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. You
can define the work capacity limit for the whole service territory or restrict it to a specific workstream according to your company’s
business objectives.
Work Capacity Usage (WCU)
When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day
that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total
scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream.
Work Capacity Availability Calculations
Work capacity availability calculations enable setting limits on work capacity as a percentage of the total work capacity.
Monitoring Workstream Usage in Summary View
The Summary view shows the consumption relative to the defined limits for the service territory if a service territory limit is defined
and for all limited workstreams in selected territories for a specific day or week.
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View Workforce Availability in the Work Capacity Dashboard
The dashboard includes two reports related to work capacity availability.
Work Capacity Considerations and Limitations
When you set up work capacity, there are some considerations and limitations to keep in mind.
Set Up Field Service Work Capacity
Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit
EDITIONS
Override policy for the work capacity limit and allow work to be scheduled, even when the limit
set for that day was exceeded. You can also enable automatically sharing the work capacity object Available in: both Salesforce
records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users Classic (not available in all
according to the service territories they’re permitted to access. Work Capacity is also available in orgs) and Lightning
Experience Cloud sites. Set up the site to share information with relevant external users. Experience
1. From Setup, in the Quick Find box, enter Field Service Settings, and then select The Field Service core
Field Service Settings. features, managed
2. Select Allow defining work capacity limits. package, and mobile app
are available in Enterprise,
3. From Setup, in the Quick Find box, enter Users Profiles, and then select Profiles.
Unlimited, and Developer
4. Make sure the tab is set to Default On for: Editions.
• Work Capacity Limits
• Work Capacity Usages USER PERMISSIONS
• Work Capacity Availabilities To set up Work Capacity:
5. If your service appointments have custom fields, give read and edit access to the fields. • Admin on Field Service
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. For the Field Service Integration permission set, click Object Settings and select Service Appointments.
c. For each custom field, select Read Access and Edit Access.
6. Make sure all permission sets are current.
a. From the App Launcher, find and select the Field Service Admin app.
b. Click Field Service Settings, select Getting Started, and then click the Permission Sets tab.
c. If the permission set tile indicates that it’s not current, click Update Permissions.
7. Make sure that a default scheduling policy is selected for the Dispatcher Console UI.
a. From the App Launcher, find and select the Field Service Admin app.
b. Click Field Service Settings, select Dispatcher Console UI, and in the Gantt Configurations tab check that a default scheduling
policy is selected.
8. To let dispatchers update service appointments, share the work capacity object records with users according to the service territories
they’re permitted to access.
a. From the App Launcher, find and select the Field Service Admin app.
b. From the Field Service Settings, select Sharing.
c. On the Scheduled Jobs tab, make sure that Enable user territory sharing and Enable automatic population of user groups
based on User Territory are selected.
d. Select Share all work capacity records with public groups associated with the service territory.
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e. If you manually defined triggers for capturing newly created work capacity object records in Spring ’24, remove the triggers
9. (Optional) To set up the limit override policy of the work capacity limits:
a. From the App Launcher, find and select the Field Service Admin app.
b. From the Field Service settings, select Scheduling.
c. On the Work Capacity tab, select the limit override policy.
If you select to set a limit override policy per limit, users can configure each limit to be overridden up to two weeks before or up
to one day after midnight on the day of service.
Set Up Work Capacity in Experience Cloud
The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service
territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service
territories.
Apply the Work Capacity Rule to Scheduling Policies
You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work rule is applied to the policy, and
the work capacity limit is exceeded, Field Service doesn’t schedule a service appointment or return a slot in appointment booking.
SEE ALSO:
Enable Field Service
Work Capacity Considerations and Limitations
Set Up and Configure Your Org for Experience Cloud Sites
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Set Up Work Capacity in Experience Cloud
The Experience Cloud site enables your partner community dispatchers to see consumption relative
EDITIONS
to the defined limit in service territories to which they have access. Based on their permissions, they
can also create and edit work capacity limits for those service territories. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. Set up permission sets and sharing. Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Click The Field Service core
the Field Service Community Dispatcher Permissions permission set. In Apex Class features, managed
Access, verify that the FSL.capacityLimit Apex class exists. package, and mobile app
b. Create a user territory for any territory that you want to show in the Experience Cloud site. are available in Enterprise,
In Setup, click the Object Manager tab and add the User field to the User Territory page Unlimited, and Developer
Editions.
layout. From the App Launcher, find and select User Territories and create a user territory
with the Experience Cloud user and service territory you want the user to access.
c. In the Field Service Settings, on the Scheduled Jobs tab, make sure that Share all work USER PERMISSIONS
capacity records with public user groups associated with the service territory is
To create, customize, or
selected. publish an Experience Cloud
site:
2. Create an Experience Builder site.
• Create and Set Up
a. In Setup, in the Quick Find box, enter All Sites. Experiences AND View
Setup and Configuration
b. Select All Sites under Digital Experience and click New.
To create a permission set:
c. Click Build Your Own (Aura) and create your Experience Cloud site.
• Manage Profiles and
d. Click Builder and delete the sample component. Permission Sets
e. In Experience Builder, from the components option, drag a Tab Layout (New) component To assign a permission set
to the header section. license:
• Manage Users
3. Add the Gantt to your Experience Builder site (optional):
a. Select the first tab and enter a name for it. Make it publicly available and save it.
b. From the Components menu, drag a Visualforce Page component to the Content section of the page you created for the Gantt.
Set the component’s properties. For the VF Page name, enter vf001_ServiceExpert. The recommended height is 800
pixels.
c. Create an Experience Builder site. For specific instructions, see step 2 in this article.
d. For Gantt setup instructions, refer to step 9a in this article.
4. Add Work Capacity objects and the Work Capacity tab to the Experience Builder site. See Add Tabs to Your Experience Cloud Site .
a. In the components list, scroll down to the Capacity Limit Summary View component and drag it to the first tab in the page.
b. Drag a Record list component to a tab, for each of the Work Capacity objects (WorkCapacityLimit, WorkCapacityUsage, and
WorkCapacityyAvailability), and from the record list dialog box choose the object that you want to add to this tab.
5. Publish the new site.
6. Add the required partner or community profiles in the Members section, and select the Field Service Community Dispatcher
Permissions to be allowed in the site.
7. In the Administrator section, activate the new site.
8. Give site users access to the new work capacity page.
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a. Confirm that the site users who need access to the work capacity page have a Partner Community user license.
b. Create the site dispatcher permission sets. From the App Launcher, find and open the Field Service Admin app, and then click
Field Service Settings. Then, click Permission Sets in Getting Started.
c. Confirm that the Field Service Community Dispatcher tile shows a message indicating that the permission set is current. If it
doesn’t, click Create Permissions.
d. Assign two permission sets to the site users who need access to the work capacity page: Field Service Community Dispatcher
License and Field Service and Community Dispatcher Permissions.
9. To show rule violations on the Gantt in the Experience Cloud site, share the Work Capacity work type rule.
a. Add the dispatcher console to your Experience Builder site. See Add the Field Service Dispatcher Console to an Experience Builder
Site.
b. From the App Launcher, find and select Work Rules and share the Work Capacity work rule with the partner community user.
Apply the Work Capacity Rule to Scheduling Policies
You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work
EDITIONS
rule is applied to the policy, and the work capacity limit is exceeded, Field Service doesn’t schedule
a service appointment or return a slot in appointment booking. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Object Manager, and then select Work Rules. Classic (not available in all
orgs) and Lightning
2. Verify that Field Service - Work Capacity Rule has the Capacity Limit layout. If not, edit the layout.
Experience
3. From the App Launcher, find and select Work Rules.
The Field Service core
4. Click New. features, managed
5. Select Field Service - Work Capacity Rule, and then click Next. package, and mobile app
are available in Enterprise,
6. Enter a name for the work rule and optionally a description.
Unlimited, and Developer
7. Save the work rule. Editions.
You can add the work rule to any scheduling policy from the Customize Scheduling Policies page
in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. USER PERMISSIONS
You can add only one Work Capacity rule to a scheduling policy.
To apply the Work Capacity
Note: If the work rule isn’t added to the policy, after activating a work capacity limit, you rule:
can see the work capacity usage and compare it to the limit, but the limit isn’t enforced. • Create on Work Rules
SEE ALSO:
Work Rule Type: Work Capacity
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Work Capacity Limits (WCL)
Capacity limits are defined per service territory, for a certain time resolution, and over a given open
EDITIONS
or closed-end date range. You can define the work capacity limit for the whole service territory or
restrict it to a specific workstream according to your company’s business objectives. Available in: both Salesforce
The limit can set the threshold as the maximum number of hours or what percentage of the available Classic (not available in all
work capacity you can schedule for a service territory or a specific workstream. For example, set a orgs) and Lightning
service territory limit of 100 hours in Los Angeles from August 25, 2024, to September 25, 2024, or Experience
limit installation work to 50% of the available work capacity in New York every Monday in August The Field Service core
2024 features, managed
However, you can set workstream limits only according to a unique service appointment attribute. package, and mobile app
Therefore, after you create a WCL with an attribute, any other WCL you create can have only that are available in Enterprise,
same attribute, with, optionally, a different attribute value. For example, if you create a WCL with Unlimited, and Developer
the Work Type attribute and the Break Fix value, you can create WCLs only with the same or different Editions.
value of the Work Type attribute (for example, Maintenance).
Work capacity limits are enforced by the Capacity Limit work rule type. To provide some scheduling flexibility, override the limit on or
close to the day of service, defined according to the time zone of the service appointment’s service territory, in Field Service Settings.
This override enables scheduling a service appointment even if it violates the set limit. For example, a service appointment must be
scheduled for this Wednesday but can’t be scheduled because the work capacity limit was reached. If the override policy was set to start
the override 2 days before the day of service, the service appointment can be scheduled for Wednesday starting midnight between
Monday and Tuesday. .
When you create a WCL, it’s created as inactive and ignored by the scheduling optimization process. Activate the WCL to consider it in
the schedule optimization.
When you activate a WCL, daily work capacity usage records are created for the relevant days in the time range. The work hours of service
appointments scheduled for each date are filtered according to the workstream defined for the WCL. They’re then accumulated as time
consumed in the relevant work capacity usage (WCU) for this date.
Two WCLs, one open-ended and one close-ended, can include the same date. However, each date can have only one WCU. In this case,
the WCU is created according to the close-ended WCL. Create a close-ended time range limitation to override an open-ended WCL. For
example, if you have an open-ended limitation of 100 hours on installation work type on Mondays, and a nonworking holiday occurs
on a Monday, create a close-ended WCL for this day and set the limitation to 0.
The Work Capacity Limits list view presents a tabular view of the WCLs defined, their definitions, and whether they’re active. It also
enables activating and deactivating a WCL.
To show the Work Capacity Limits list view, from the App Launcher, find and select Work Capacity Limits.
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Create a Work Capacity Limit
Work capacity limits let you control the amount of work scheduled for service resources according to specific values of a service
appointment’s attribute (workstream). Work capacity limits are defined per service territory, for a certain time resolution, and over
a given open or closed-end date range. Define the work capacity limit for the whole service territory or restrict it to a specific value
of a service appointment’s attribute (workstream). Define the limit threshold as the maximum number of hours or what percentage
of the available work capacity you can schedule for a service territory or the specific workstream. After you create a work capacity
limit, you can edit its description, limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive.
You can also edit the limit for a specific date by editing the work capacity usage object. Editing the daily limit doesn’t change the
limit value in the work capacity limit object.
Create a Work Capacity Limit
Work capacity limits let you control the amount of work scheduled for service resources according
EDITIONS
to specific values of a service appointment’s attribute (workstream). Work capacity limits are defined
per service territory, for a certain time resolution, and over a given open or closed-end date range. Available in: both Salesforce
Define the work capacity limit for the whole service territory or restrict it to a specific value of a Classic (not available in all
service appointment’s attribute (workstream). Define the limit threshold as the maximum number orgs) and Lightning
of hours or what percentage of the available work capacity you can schedule for a service territory Experience
or the specific workstream. After you create a work capacity limit, you can edit its description,
limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive. The Field Service core
You can also edit the limit for a specific date by editing the work capacity usage object. Editing the features, managed
package, and mobile app
daily limit doesn’t change the limit value in the work capacity limit object.
are available in Enterprise,
1. From the App Launcher, find and select Work Capacity Limits. Unlimited, and Developer
2. From the Work Capacity Limit list view, click New. The Limit Number is added automatically. Editions.
USER PERMISSIONS
To create, edit, or delete a
Work Capacity Limit:
• Create, Update, or
Delete on the Work
Capacity Limits object
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3. Select the service territory.
4. To limit the work at the service territory level select Service Territory Limit.
5. To apply to a specific workstream in the service territory:
a. Select the field that represents the attribute to use for limiting capacity from the Service Appointment Field.
The service appointment field is set the first time a work capacity limit is created for your Salesforce org. If you select another
service appointment field, you get an error.
The data types supported for service appointment fields are Number (int, double), Text (string), Checkbox, Picklist, and Lookup.
b. In Field Value, enter the value of the service appointment field.
For example, for the Work Type attribute, enter Maintenance.
6. Enter the scheduling information:
• Time period
• Limitation units: Hours or Percentage
• Limitation value in whole numbers greater or equal to zero
• Start date
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• (Optional) End date
Close-ended time ranges take precedence over overlapping open-ended time ranges when you’re limiting work.
7. Select the days of the week to which the limitation applies. Select at least one day.
8. If the limit override policy is set per limit in Field Service Settings define the override policy for this limit..
• Leave empty for no limit override.
• Enter 0 for the relaxation to start at midnight on the day of service.
• Enter a positive integer to set the limit override to start this number of hours after midnight on the day of service (maximum 23
hours).
• Enter a negative integer to set the limit override to start this number of hours before midnight on the day of service (maximum
336 hours, 14 days).
If the limit override policy isn’t set per limit in Field Service Settings, this value is ignored.
9. Save the new work capacity limit.
10. (Optional) To activate the work capacity limit, on the Work Capacity Limit list view, click Edit, and select Active.
You can also activate it directly from the Work Capacity Limit list view.
Work Capacity Usage (WCU)
When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same
EDITIONS
criteria are created for each day that has scheduled service appointments within the WCL time
range. The time consumed for each WCU aggregates the total scheduled hours of service Available in: both Salesforce
appointments that conform to the limit criteria that belong to a specific work stream. Classic (not available in all
WCU records are updated in real time. When a relevant service appointment is scheduled, orgs) and Lightning
rescheduled, or changed in a way that affects its relevance to the limit, the WCU record is updated. Experience
When you deactivate or delete a WCL, all WCU records related to future dates are deleted. The Field Service core
features, managed
To show the Work Capacity Usages list view, from the App Launcher, find and select Work Capacity
package, and mobile app
Usages.
are available in Enterprise,
The Work Capacity Usages list view includes the currently active WCLs. It shows the service Unlimited, and Developer
appointment limit criteria and the time consumed in hours and minutes. If Average Travel Time Editions.
(in minutes) is defined for the service territory, consumption includes travel time.
This view lets you compare the planned limit versus actual scheduled consumption per service
territory, day, and type of work. From the WCU list view, you can change the daily limit. You can also change the daily limit from the
WCU object via API, the WCU form, and the Summary tab daily view. You can only update the daily limit if service appointments are
scheduled for this date. You can’t update the daily limit if the limit is overridden, or not enforced. If the limit changes in the WCL object,
any changes you made via the WCU object are overridden. Changes made to the daily limit in the WCU object don't change the WCL
object.
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Work Capacity Availability Calculations
Work capacity availability calculations enable setting limits on work capacity as a percentage of the
EDITIONS
total work capacity.
Work Capacity Availability (WCA) represents the availability in service territories that have a work Available in: both Salesforce
capacity limit, for each day in the defined time horizon. Classic (not available in all
orgs) and Lightning
Let’s assume three workstreams in New York on August 14 and a total availability of 400 hours. You
Experience
can set the limit as 25% for the breakfix work type, 10% for the installs work type, and 50% for the
maintenance work type. You can then keep the business considerations indicated by these The Field Service core
percentages if the total availability decreases to 300 hours. features, managed
package, and mobile app
The work capacity availability is calculated periodically at scheduled times, for example, daily at a
are available in Enterprise,
certain time. In addition, specific events trigger an automatic recalculation.
Unlimited, and Developer
• Service territory membership changes(for example, a service resource was moved in or out of Editions.
a relevant service territory)
• Service resource absences changes (for example, a service resource added or removed an
absence)
• Shift changes (for example, adding or removing a shift).
This recalculation keeps the work capacity availability for the service territory within the defined time horizon up to date.
The availability for a regular service resource is calculated using this equation: (Normal Hours + Overtime Hours - Absences - Breaks).
• Normal Hours: Hours in time slots of type Normal in the service resource’s operating hours and confirmed shifts minus holiday
hours(optional)
• Overtime Hours: Hours in time slots of type Extended in the service resource’s operating hours
• Absences: Hours of the service resource approved absences
• Breaks: Hours of the service resource absences of type Break. For breaks of the Lunch Break type, the duration is added based on the
default scheduling policy set for the Dispatcher Console UI in Field Service Settings.
The total availability on a specific day for a service territory is composed of:
• The availability of all service resources where the service territory is the primary or secondary territory.
• The hours per time period of capacity-based resources belonging to the service territory.
• The operating hours of an active crew belonging to the service territory are added as one resource. The operating hours of service
resources that are allocated to a crew are excluded from the calculation.
Note: The availability service also considers the default policy set in Field Service Settings Dispatcher Console UI.
When work capacity availability calculations are enabled, a Work Capacity Availability record is created for service territories with defined
work capacity limits for each day in the configured time horizon.
To show the Work Capacity Availabilities list view, from the App Launcher, find and select Work Capacity Availabilities.
The list view shows the daily availability in minutes and in hours for all service territories that have defined limits in the time horizon (the
default is 30 days). For example, if WCLs exist for New York and Miami, 60 availability records are shown.
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Set Up Availability Calculations in Field Service Settings
Configure the availability calculations.
Set Up Availability Calculations in the Field Service Admin App
When setting up work capacity availability calculations, you must enable the availability calculations job.
Set Up Availability Calculations in Field Service Settings
Configure the availability calculations.
USER PERMISSIONS
1. Make sure that all capacity limit remote sites are active.
To set up Work Capacity
a. From Setup, in the Quick Find box, enter Field Service Settings, and then select Availability:
Remote Site Settings. • Admin on Field Service
A list of all registered remote sites is shown.
b. Make sure all remote sites whose name starts with FSL CapacityLimit are active.
2. From Setup, in the Quick Find box, enter Field Service Settings, and then select Field Service Settings.
3. Under Availability Considerations:
a. To always include overtime as available time, select Include Overtime.
b. Choose whether to include only primary members or both primary and secondary members of the service territory. If you consider
secondary members, their time isn’t exclusively available for the selected service territory.
Set Up Availability Calculations in the Field Service Admin App
When setting up work capacity availability calculations, you must enable the availability calculations
USER PERMISSIONS
job.
By default, the job runs on weekdays at 10:00 AM for 30 days ahead. You can schedule the availability To set up Work Capacity
calculation process to run during your low-activity times. You can also determine how many days Availability:
• Admin on Field Service
ahead to calculate availability.
1. From the App Launcher, find and select Field Service Settings.
2. Click Scheduling, and then click Work Capacity.
3. Enable the calculation process (1).
4. Select the days of the week and time to perform the availability calculations. The default is weekdays at 10:00 PM.
5. Click Apply.
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6. Enter the number of days ahead to calculate availability for (the maximum is 90 days).
7. Save your changes.
Monitoring Workstream Usage in Summary View
The Summary view shows the consumption relative to the defined limits for the service territory if
EDITIONS
a service territory limit is defined and for all limited workstreams in selected territories for a specific
day or week. Available in: both Salesforce
The view provides a summary of the Work Capacity consumption relative to the limits of workstreams Classic (not available in all
for which limitations exist in selected service territories at specific dates in hours and percentage. orgs) and Lightning
It also shows the total work capacity availability for the service territories on the selected dates. Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Summary view, from the App Launcher, find and select Work Capacity, and then select the Summary tab.
The Actions menu (1) provides direct access to:
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• The Field Service Work Capacity Dashboard.
• Creating a work capacity limit. Refresh the view to show the new workstream card if you add a work capacity limit.
In the first panel (2):
• Select the service territories that have active work capacity limits you want to show in the Summary view. You can select only your
service territories or service territories shared with you.
• Select the date.
• Select the display period: Day view or Week view (for a 7-day period starting at the selected date).
The second panel (2) provides a Work Capacity summary for each selected service territory for the selected time period.
Total availability:
All available resource hours for the service territory on the specific date (including idle time and scheduled time).The system admin
can configure available hours to include overtime.
Time consumed by limited workstream:
The hours consumed by the workstreams that have work capacity limitations in a specific time period.
The third panel (3) changes according to the selected time period.david
In the Day view, the panel includes a card for the service territory limit if it’s defined (4) and cards (5) for all workstreams with a limit
defined for this day (for example, the Work Type attribute with the Breakfix value). Each card includes a progress bar that visualizes the
consumption of the limit on the workstream. When consumption exceeds 100% (for example, due to manual scheduling), the bar
changes to red.
It also includes these values:
Consumed:
The number of hours consumed by this workstream and the percentage of time consumed relative to the limit.
Limit:
The limit set for the service territory or workstream in percentage of availability or in hours. If the limitation unit was set to hours,
hover over the card to see the calculated percentage from the total availability. If the limitation unit is Percentage, hovering over
the card shows the calculated hours.
If service appointments are scheduled for the day, the Actions menu in the card (6) enables you to directly update the daily work capacity
limit for a workstream by updating the Work Capacity Usage record without changing the Work Capacity Limit object. Other daily
instances of the limit aren’t affected. When you select the Edit Daily Limit action, the Edit Daily Limit dialog is shown, enabling you to
type a new limitation value in the limitation unit of the defined limit (hours or percentage). The limitation value must be an integer equal
to or greater than 0. You can’t update overridden limits or limits that are not enforced. If the Work Capacity Limit object is subsequently
updated, updating the WCL overrides the change you made.
In the Week view, the panel is shown for each day of the week the service territory limit (Territory Limit) card if it is defined and limited
workstream cards. The cards show the consumption as a percentage of the limit for that day. Hover over a card to show additional
information. You can sort the workstreams with limits valid for each day of the week alphabetically or in descending order according to
the current consumption in percentage of the availability. For example, let’s assume a daily limit of 100 hours for installation work next
week and a 200-hour limit for breakfixes. The alphabetically sorted weekly view can alert the planner if only 20 hours are consumed for
installations while breakfixes have reached the 200 hours limit, preventing additional breakfixes from being scheduled. The planner can
then decrease the limit for installations and increase the limit for breakfixes to ensure better resource utilization.
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View Workforce Availability in the Work Capacity Dashboard
The dashboard includes two reports related to work capacity availability.
EDITIONS
Total Availability by Day Available in: both Salesforce
Classic (not available in all
Use the report to:
orgs) and Lightning
• See how many available hours your workforce has each day in all service territories. Experience
• Identify trends and seasonal behavior by analyzing historical availability. The Field Service core
• Ensure your workforce has the required work capacity by using future predictions. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Availability by Service Territory
Use the report to:
• See how many available hours your workforce has in each service territory on specific dates.
• Compare the workforce availability across different Service Territories.
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SEE ALSO:
Build a Dashboard
Work Capacity Considerations and Limitations
When you set up work capacity, there are some considerations and limitations to keep in mind.
EDITIONS
Considerations Available in: both Salesforce
Classic (not available in all
• To let dispatchers update service appointments, share the work capacity object records with orgs) and Lightning
users according to the service territories they’re permitted to access. Experience
• You can set work capacity limits (WCLs) only according to a unique service appointment attribute,
The Field Service core
optionally with different attribute values. For example, if you create a work capacity limit with
features, managed
the Work Type attribute and the Breakfix value, you can only create additional limits with the
package, and mobile app
Work Type attribute and the Break Fix value or a different value of the Work Type attribute (for
are available in Enterprise,
example, Maintenance).
Unlimited, and Developer
• Only these service appointment field types are supported: Number (int, double), Text (string), Editions.
Checkbox, Picklist, and Lookup.
• When a lookup attribute value of a derived service appointment changes as a result of a change
in the service appointment’s parent entity, the relevant consumption instance isn’t updated.
• Concurrent WCL activation and service appointment updates can cause consumption miscalculations. Activate WCLs during times
when fewer service appointment updates occur.
• The travel time calculated for an overnight service appointment is added to consumption the day the service appointment starts.
• Days with zero consumption are shown only if the consumption was previously calculated to be nonzero.
• The availability service considers the default policy set in Field Service Settings Dispatcher Console UI. Suppose the default policy
has a Service Resource Availability work rule with a travel from home and a travel to home value of 2 hours each. In that case, the
availability calculation adds 4 hours to the availability of each resource.
Limitations
• Consumption calculation doesn’t support these features:
– Multiday work.
– Service appointments longer than 24 hours.
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• When Allow definition of work capacity limits is turned off in the admin settings, WCL and WCU data is still saved in Field Service
but isn’t accessible to users. To maintain data integrity, disable all active WCLs before turning off this setting, and enable them after
the setting is turned on.
• Records of work capacity usage are limited to 2,500 per day.
• You can define Work Capacity Limits (WCLs) by hours or percentage. If you define the work capacity limit by percentage but the
availability can’t be calculated (for example, because of a long time horizon), the limit in hours can’t be calculated and isn’t shown
in the Summary view. Because the services (for example, appointment booking) use the hours limit, the limit can’t be enforced.
• The Limit, Usage, and Availability tabs accessed from Work Capacity via the Work Capacity tab show only 30 records and can’t be
filtered or searched. Go to the out-of-the-box list views to see the full list.
• Don’t change the limitation units. If needed create another WCL.
• You can edit and save the out-of-the-box reports or use the Save as option and create a customized report.
• Special characters aren’t supported for service appointment field values when the service appointment field is of a string data type.
• Profiles created in Summer ’23 and later have full access to the out-of-the-box Work Capacity Limit object. Reduce the access
permissions of users with these profiles if they’re not needed.
• Restoring the Work Capacity Limit and Work Capacity Usage objects isn’t supported.
• If the availability of a WCA record is reduced to zero (for example, if all resources were deactivated), the availability calculation job
doesn’t update the record’s availability value. Scheduling-related services aren't affected because the resources aren’t available.
• If a service resource included in availability calculations has one or more secondary service territory memberships, but no primary
service territory membership, the availability calculation fails.
What’s Available in Enhanced Scheduling and Optimization
Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.
EDITIONS
The Enhanced Scheduling and Optimization engine includes innovative capabilities.
Available in: Available in
Feature Description Lightning Experience and
Salesforce Classic in these
Activity Reports (Beta) Easily monitor the activities and processes that you initiate in editions where Field Service
your Salesforce org. Generate an activity report for a specific is enabled: Enterprise,
request type and easily identify whether it succeeded or failed. Unlimited, and Developer
For example, generate a report on a Global Optimization request Editions
that failed. The report output details the reasons for the failure,
allowing you to take action and troubleshoot the issue quickly.
Appointment Insights (Beta) Helps you understand why service appointments can’t be
scheduled and shows what changes you can make to qualify
more time slots and candidates for scheduling.
Enhanced Optimization per Enables you to deploy enhanced scheduling and optimization
Territory at the territory level. Define for each territory whether to use
Enhanced Scheduling and Optimization. By moving the territories
with simpler scheduling scenarios to use Enhanced Scheduling
and Optimization, you keep the more complex scenarios for later
releases, when all the service territory features are supported.
This gradual rollout reduces risk and provides focused support
to those territories where the new functionality has been enabled.
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Feature Description
Fix Schedule Overlaps Automated Flow Addresses what happens to your schedule during resource schedule optimization to
(Beta) resolve schedule overlaps that occur due to an appointment ending late. Use the flow
template recommendations or adjust the template to suit your specific use case.
Flexible Breaks Add multiple breaks to availability-based work rules. Flexible break times are calculated
at the start of each work day. Set a break duration and a time window for when the break
must occur relative to the start of the resource’s day. Optimization can then schedule
appointments and break times.
Holiday Management Account for holiday closures. Refine your working hours by updating operating hours so
that service appointments aren’t scheduled on holidays.
Keep Scheduled Keep service appointments with certain values on the schedule. During optimization, or
when scheduling or booking appointments, these service appointments aren’t dropped
and can be moved to a different time slot or service resource.
Offsite Appointments Indicates whether an appointment can be done remotely, with no travel time added to
the schedule. For example, work such as remote technical assistance, filling out reports,
or renewal of health and safety certification can be done from anywhere.
Optimization Hub Shows the improvements that optimization makes to the scheduling of service
appointments across multiple territories in one unified hub.
Optimization Request Files (Beta) Quickly retrieve the request and response files of an optimization request. Review the
files in a JSON file format to find out what happened to a specific request and to resolve
related issues.
Optimization Request Owner Shows which user who initiated the global, in-day, or resource schedule optimization
request or who configured the scheduled job. The Owner field in the optimization request
lets service managers easily identify the user involved, providing insights into scheduling
and optimization actions. This functionality facilitates system tracking, troubleshooting,
and traceability.
Same Site Objective Ensures that a minimal number of mobile workers visit the same location by having the
optimization services group service appointments located at the same site. Use the Same
Site service objective to prefer that jobs get scheduled together while considering all
other objectives and KPIs.
Schedule Across Multiple Time Zones Add operating hours on secondary service territories in various time zones to maximize
resource availability. For example, a mobile worker can service adjacent cities in different
time zones. Or, a service resource can provide technical assistance from a call center to
New York, Tel Aviv, London, and Sydney.
Scheduled Jobs Enables you to better manage the volume of your optimization runs by setting up
scheduled jobs that run separately for defined groups of service territories. Scheduled
jobs gives you more control over when and how often a job runs. To avoid setting up
overlapping optimization requests when you’re using enhanced scheduled jobs, make
sure Enable optimization overlaps prevention is selected in Field Service Settings.
Service Appointment Sliding Enables you to free up time for a new service appointment when using appointment
booking and scheduling operations. Service appointments on the Gantt can move for
the same resource to an earlier or later time, within the resource’s shift.
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Feature Description
Service Appointment Reshuffling and Enables you to free up time for a new service appointment when using appointment
Support for High-Over-Low Prioritization booking and scheduling operations. Service appointments on the Gantt can move to an
earlier or later time for the same resource within the resource’s shift, to another day for
the same resource, or to a different resource. In addition, when Schedule over lower
priority appointment is selected on the service appointment, a lower or equal priority
appointment can be dropped from the Gantt.
Skill Preference Objective Identifies the best-qualified candidates when optimizing your schedule. Use the Skill
Preference service objective to find candidates with a skill of a certain skill type that reflects
the service appointment's skill preferences. For example, a service appointment requires
a caregiver who speaks English or Spanish but the preferred choice is Spanish.
Travel Modes Enhances predictive travel by providing more accurate travel time predictions and
improving the completion rate of service appointments. By leveraging different types of
travel modes, admins define the travel mode per territory, per primary service territory
member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or
walking), the use of toll roads, and hazmat considerations.
Travel Time Buffer Adds a buffer to your estimated travel time to account for additional arrival time
considerations like unloading technical gear, walking time in a building complex, or
finding parking. You can define this at the org and territorial levels.
Work Capacity Limits Control the work performed by your workforce according to dynamic company priorities.
Limit the number of hours or percentage of the available work capacity on certain days
for specific service territories according to the value of a specific service appointment
attribute.
Review the scheduling and optimization services available with Enhanced Scheduling and Optimization.
Note: These tables list only the main services and features available in Enhanced Scheduling and Optimization. Features listed
as unavailable are on the roadmap for later releases.
Scheduling and Optimization Services
Scheduling and optimization includes services used to create, schedule, reschedule, and unschedule service appointments.
Scheduling Services
Feature Available Not Yet Notes
Available
Appointment Booking • The Objective Calculation explanation is
missing.
Bulk Schedule
Drag & Drop
Emergency Wizard
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Feature Available Not Yet Notes
Available
Get Candidates • The Objective Calculation explanation is
missing.
Keep Scheduled
Reshuffle • Available for scheduling and appointment
booking.
Schedule
Schedule over lower priority
appointment
Dynamic Gantt
Feature Available Not Yet Notes
Available
Fill-in Schedule
Fix Overlaps
Group Nearby
Optimization Services
Optimization services improve schedule quality by fixing non pinned rule-violating service appointments. If no valid schedule for these
appointments exists, these service appointments are unscheduled at the end of the optimization process. Pinned service appointments
remain in place during optimization.
Feature Available Not Yet Notes
Available
Global optimization
In-day optimization
Resource Schedule Optimization (RSO)
Scheduling recipes • The Fix Schedule Overlaps automated flow
(beta) replaces scheduling recipes when using
Enhanced Scheduling and Optimization to
resolve overlaps that occur when a mobile
worker finishes an appointment late.
Transparency Services
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Feature Available Not Yet Notes
Available
Activity Reports (Beta)
Appointment Insights (Beta)
Optimization Hub
Optimization Request Files (Beta)
Work Rules
Work rules refine the list of candidates for a service appointment by rejecting service resources that don’t match the rule. Add work rules
to a scheduling policy to guide schedule optimization.
Feature Available Not Yet Notes
Available
Count Rule • Complex work is supported with the Count
work rule.
• You can use the Count work rule with relevance
groups that consist of service territory members
and with relevance groups that are based on
service appointments.
• If you use the Count work rule on a custom
field, the limitation considers the order of
scheduled appointments, ensuring that your
workers don't exceed the set limit at any point
throughout the day. For example, you have a
custom field that checks the capacity of your
workers’ vehicle, and the Count work rule is set
to 10. Throughout the day, a driver picks up
five units, picks up another eight units, and
then drops off four units. The Count work rule
registers this violation on the second service
appointment and on all the following
appointments that day. The total count value
at any time during the day can’t be negative.
• Shifts spanning over midnight aren’t
supported. For example, a nurse has a shift that
starts on Monday at 5 PM and ends on Tuesday
at 5 AM, and the Count work rule is set to 10
service appointments per day. The nurse
completes 8 service appointments on Monday
and another 5 service appointments on
Tuesday. Even though the nurse completed
under 10 service appointments each day, the
Count work rule recognizes it as 13 service
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Feature Available Not Yet Notes
Available
appointments, which currently violates the
rule.
Designated Work (shifts and time slots)
Excluded Resources
Extended Match • Performance and schedule quality can be
affected while using time-phased Extended
Match in global optimization.
Match Boolean
Match Fields
Match Skills
Match Territory • Scheduling outside working hours can result
in a rule violation.
Match Time • Check Rules doesn't distinguish which time
rule led to a violation.
Maximum Travel from Home
Overtime • Overtime is supported only after a shift.
Overtime during a shift is considered part of
regular working hours.
Required Resources
Service Crew Resources Availability
Service Resource Availability • You must include a Service Resource
Availability rule in the scheduling policy.
• Endless travel at the expense of the resource
isn’t supported, so you can’t leave the Travel
From Home or Travel To Home fields empty.
• When two separate working shifts or time slots
are defined for a service resource, these shifts
or time slots are considered unified during the
scheduling and optimization process if the time
between them is 1 minute. To define two
separate shifts or time slots per resource, the
time between the shifts or time slots must be
greater than 1 minute. For example, define a
night shift by using operating hours as 9:00 PM
until 11:59 PM on Monday and 12:00 AM until
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Feature Available Not Yet Notes
Available
6:00 AM Tuesday, as these hours are unified for
a continuous night shift.
• When the travel time of a service appointment
overlaps with another service appointment, a
rule violation is shown only for the
appointment with the overlapping travel time.
Service Resource Availability - Flexible • A limit of up to three breaks applies.
Breaks
Visiting Hours
Working Territories (for secondary • Scheduling outside working hours can result
territories) in a rule violation.
Service Objectives
A service objective is a scheduling goal or target. You can weigh service objectives to prioritize one over another. Each appointment
assignment has a score of 0 to 100 for each service objective based on how fully the objective is met. The highest-scoring assignments
are preferred. A scheduling policy can have one or more service objectives.
Feature Available Not Yet Notes
Available
Custom Objects
Minimize Overtime • Relevance groups are supported based on
service territory members only. You can’t select
to apply the Minimize Overtime service
objective only for specific service
appointments.
Minimize Travel • Relevance groups are supported based on
service territory members only. You can’t select
to apply the Minimize Travel service objective
only for specific service appointments.
• The Exclude Home Base Travel option isn’t
supported by Enhanced Scheduling and
Optimization.
Preferred Resource
Resource Priority
Same Site
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Feature Available Not Yet Notes
Available
Schedule ASAP • Relevance groups are supported based on
service appointment definitions only. You can’t
select to apply the Schedule ASAP service
objective only when scheduling to specific
resources.
Service Appointment Priority
(nonconfigurable objective)
Skill Level
Skill Preference
Resource and Service Types
Several types of service resources and service appointments are available in Field Service.
Feature Available Not Yet Available Notes
Capacity-based resource
Complex work
Crews
Individual service resources
Multiday work • Multiday scheduling is supported in all Enhanced
Scheduling and Optimization services except
Appointment Booking.
• Lunch breaks are shown on the Gantt as an overlap
with the multiday service appointment when using
Enhanced Scheduling and Optimization.
• Multiday work doesn’t support visiting hours when
using Enhanced Scheduling and Optimization.
Resource Efficiency • Resource efficiency is rounded up when using
Enhanced Scheduling and Optimization.
Standard service appointments
SEE ALSO:
Get Started with Schedule Automation and Optimization in Field Service
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Set Up Enhanced Optimization for Field Service Territories
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Enable Enhanced Scheduling and Optimization
USER PERMISSIONS EDITIONS
To enable Field Service: Customize Application Available in: Available in
Lightning Experience and
To install the Field Service managed Customize Application
Salesforce Classic in these
package:
editions where Field Service
To assign a permission set license: Manage Users is enabled: Enterprise,
Unlimited, and Developer
To create a permission set: Manage Profiles and Permission Sets Editions
To enable Enhanced Scheduling and Customize Application
Optimization:
Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced
Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for
all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and
semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability,
performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations
before using the enhanced engine.
This is a Field Service managed package feature.
Make sure that you meet these requirements.
• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation
preferences set in the Routing section of Field Service Settings.
1. From Setup, in the Quick Find box, enter Field Service, and then select Field Service Settings.
2. Select Field Service Enhanced Scheduling and Optimization and then save your changes.
Note: Turning on Field Service Enhanced Scheduling and Optimization also turns on Field Service Integration.
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What’s the Fate of Older Salesforce Customizations?
Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or selected service territories. Enhanced
Scheduling and Optimization is backward compatible so your existing implementations remain in place after you enable it.
Considerations for Enhanced Scheduling and Optimization
Before using Enhanced Scheduling and Optimization, make sure you review some considerations.
Limits and Limitations for Enhanced Scheduling and Optimization
Learn about the Enhanced Scheduling and Optimization limits and limitations.
SEE ALSO:
Enable Field Service
Install the Field Service Managed Package
Assign Field Service Permissions
Create Field Service Permission Sets
Set Up Enhanced Optimization for Field Service Territories
Set Up Routing for Travel Time Calculations
Transition to Enhanced Scheduling and Optimization
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What’s the Fate of Older Salesforce Customizations?
Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or
EDITIONS
selected service territories. Enhanced Scheduling and Optimization is backward compatible so your
existing implementations remain in place after you enable it. Available in: Available in
If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation for Lightning Experience and
the Enhanced Scheduling and Optimization engine. If you don’t include this annotation, the request Salesforce Classic in these
causes an exception. See Queueable Apex: More Than an @future. editions where Field Service
is enabled: Enterprise,
Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. Unlimited, and Developer
A callout is used to trigger a requested service and retrieve information. If DML occurs before the Editions
callout, it causes an exception, for example, an uncommitted work pending error. To avoid an
exception, ensure that DML is completed in a separate DML transaction.
Considerations for Enhanced Scheduling and Optimization
Before using Enhanced Scheduling and Optimization, make sure you review some considerations.
EDITIONS
This is a Field Service managed package feature.
Available in: Available in
These considerations highlight the differences in functionality between the older scheduling engine Lightning Experience and
and Enhanced Scheduling and Optimization. Salesforce Classic in these
editions where Field Service
Note: Consider the differences in the limits and limitations when you're using Enhanced
is enabled: Enterprise,
Scheduling and Optimization. For details on additional Enhanced Scheduling and Optimization Unlimited, and Developer
capabilities, see What’s Available in Enhanced Scheduling and Optimization . Editions
Feature CONSIDERATIONS
Activate Field Service schedule When you’re using Enhanced Scheduling and Optimization, this
optimization activation isn’t required, because Enhanced Scheduling and
Optimization uses a Platform Integration User. See Adopt and
Implement Field Service Enhanced Scheduling and Optimization
for guidance on how to enable Enhanced Scheduling and
Optimization.
Activate Field Service Schedule Optimization.
Apex customizations What's the Fate of Older Salesforce Customizations?
Avoiding Apex CPU timeouts Guidelines for Avoiding Apex CPU Timeouts in Field Service
Complex work Considerations and Limitations for Complex Work
Count work rule Work Rule Type: Count Rule
Defining capacity-based Define Capacity-Based Resources
resources
Fix overlaps Manage Field Service Scheduling Overlaps
In-day optimization The in-day optimizer run-time differs if you're using Enhanced
Scheduling and Optimization.
Optimize Today’s Field Service Schedule
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Feature CONSIDERATIONS
Managing optimization conflicts Manage Optimization Conflicts
Match Boolean work Rule When you’re using Enhanced Scheduling and Optimization, if the Boolean field on the
service resource is empty, the rule isn’t applied.
Work Rule Type: Match Boolean
Match Fields work rule Match Fields work rules are supported for schedule optimization only when you’re using
Enhanced Scheduling and Optimization. Also, empty fields are handled differerently if
you’re using Enhanced Scheduling and Optimization.
Work Rule Type: Match Fields
Match Skills work rule The Match Skills work rule includes an additional Skill Type Logic: At Least One Skill
Matches (OR).
Work Rule Type: Match Skills
Match Time work rule Match Time work rules with custom date/time fields are fully supported for schedule
optimization only when you’re using Enhanced Scheduling and Optimization.
Work Rule Type: Match Time Rule
Monitoring the progress of an optimization When you view the progress of an optimization request from the Gantt, the percentage
request completed isn’t shown if you’re using Enhanced Scheduling and Optimization.
Monitor Field Service Schedule Optimization Requests
Multi-day service appointments Considerations for Multiday Scheduling
Optimization Insights Optimization Insights isn’t available if you’re using Enhanced Scheduling and Optimization.
Use the Optimization Hub instead.
Gain Visibility into Optimizations with Field Service Optimization Insights
Optimize Field Service appointments using Optimize Field Service Appointments Using Priorities
priorities
Optimizing rule-violating appointments When you’re not using Enhanced Scheduling and Optimization, rule-violating service
appointments can’t be optimized. When you’re using Enhanced Scheduling and
Optimization, the engine can find an acceptable schedule for rule-violating service
appointments or drop these appointments from the schedule.
Optimization Horizon
Reservet time sots for designated types of Reserve Time Slots for Designated Types of Work
work
Resource absences Review the travel routing considerations for resource absences with no address.
Create Service Resource Absences for Field Service
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Feature CONSIDERATIONS
Resource Schedule Optimization If you select to only schedule appointments assigned to the service resource, the
appointments considered for scheduling during optimization process differ if you’re using
Enhanced Scheduling and Optimization.
Optimize a Single Field Service Resource’s Schedule
Scheduled optimization jobs When you set up a scheduled optimization job, the user interface and features differ if
you’re using Enhanced Scheduling and Optimization.
Manage Scheduled Jobs in Field Service
Scheduling recipes Scheduling recipes aren’t available when using Enhanced Scheduling and Optimization,
which uses the Fix Schedule Overlaps automated flow instead.
Create Scheduling Recipes for Common Events
Scheduling service crews When you’re using Enhanced Scheduling and Optimization, a minimum crew size of 1
requires a crew, and the skill set considerations differ if you enable resource crew skill
grouping.
Considerations for Scheduling Service Crews
Service appointment fields Service Appointment Fields for Field Service
Service aAppointment Visiting Hours work Work Rule Type: Service Appointment Visiting Hours
rule
Service Crew Resources Availability work You can define a maximum number of additional service resources when you’re using
rule Enhanced Scheduling and Optimization.
Work Rule Type: Service Crew Resources Availability
Service Resource Availability work rule Work Rule Type: Service Resource Availability
Service resource efficiency Resource efficiency is rounded up when you’re using Enhanced Scheduling and
Optimization.
Estimate a Service Resource’s Efficiency
Service territory operating hours and visiting Guidelines for Creating Operating Hours for Field Service
hours
Travel calculations Set Up Routing for Travel Time Calculations
Travel mode in the dispatcher console map You can view a service resource’s travel profile in the map’s route details pane in the
dispatcher console if you’re using Enhanced Scheduling and Optimization.
View a Field Service Resource’s Daily Travel Route
Travel time on the Gantt Travel time to the next appointment is shown on the Gantt before the lunch break.
Using priorities when booking and Schedule Appointments Using Priorities
scheduling appointments
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Feature CONSIDERATIONS
Using relevance groups in work rules and Support for relevance groups can be different if you're using Enhanced Scheduling and
service objectives Optimization.
Create Relevance Groups
SEE ALSO:
Field Service Limits and Limitations
Limits and Limitations for Enhanced Scheduling and Optimization
Limits and Limitations for Enhanced Scheduling and Optimization
Learn about the Enhanced Scheduling and Optimization limits and limitations.
EDITIONS
This is a Field Service managed package feature.
Available in: Available in
Lightning Experience and
Platform Limits Affecting Field Service Salesforce Classic in these
editions where Field Service
One of the main benefits of using Enhanced Scheduling and Optimization is fewer limitations, as
is enabled: Enterprise,
seen when comparing engine limits side by side.
Unlimited, and Developer
Editions
Limit Scheduling and Enhanced
Optimization Scheduling and
Optimization
Maximum number of Apex classes scheduled 100 100, but you’re not
concurrently (Scheduled Jobs) likely to reach this limit
because you can
configure many
optimization runs per
scheduled job. Each
job consumes one
Apex scheduled job.
See Manage
Scheduled Jobs in
Field Service.
Note: If you
set up a
recurring
schedule that
runs every x
minutes,
multiple Apex
scheduled jobs
are created
accordingly. For
example, if you
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Limit Scheduling and Enhanced Scheduling and
Optimization Optimization
set it up to recur every 15
minutes, this is counted
as 4 Apex scheduled jobs.
Number of synchronous concurrent transactions for long-running 10 Not applicable
transactions that last longer than 5 seconds for each org
Apex batch job executing in parallel 5 Not applicable
Maximum service appointments optimized per rolling 24 hours 50,000 The limit is the greater of 50,000
Only global, in-day, and resource or 500 per Field Service
schedule optimization requests Scheduling licence. All types of
count toward this limit. scheduling actions count toward
this limit, for example, Gantt
scheduling, get candidates,
appointment booking, and
global, in-day, and resource
scheduling optimization request
types.
Nonoptimization scheduling
actions, for example, the
Schedule action, contribute only
one toward this count (the
appointment that's being
scheduled).
Maximum skills per service resource 100 250
Limitations
Before using Enhanced Scheduling and Optimization, make sure you review some limitations.
Note: Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. A callout is used to
trigger a requested service and retrieve information. If DML occurs before the callout, it causes an exception, for example, an
Uncommitted Work Pending error. To avoid an exception, ensure that DML is completed in a separate transaction.
Separate DML Transactions
Callouts aren’t permitted when an uncommitted transaction is pending. When you’re retrieving available time slots or scheduling an
appointment, if a DML statement was executed before the service is called, an exception is raised. You must first commit or roll back
before calling out.
This exception is also raised when you use the standard engine and not Enhanced Scheduling and Optimization, specifically when a
callout occurs to calculate travel time and either street-level routing or point-to-point predictive routing is enabled. In this scenario, the
exception isn’t raised when Avoid aerial calculation upon callout DML exception is disabled in the Field Service Settings, because travel
time reverts to aerial routing calculation. This setting isn't relevant when you're using Enhanced Scheduling and Optimization, because
a callout is always performed.
You can avoid the exception.
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• Perform any required DML operations in a separate transaction before calling Enhanced Scheduling and Optimization. Consider
creating an Apex REST API endpoint that performs the DML operations, which can be called from Apex code.
• Utilize a flow, performing the DML operations in the steps before calling Enhanced Scheduling and Optimization as an invocable
action. The action element has advanced settings that allow you to configure the action to be executed as part of a new transaction.
These settings aren’t supported for autolaunched flows.
See Splitting transactions to enable the use of Enhanced Scheduling and Optimization.
Scheduling and Optimization
• The Objective Calculation explanation is missing for Get Candidates and Appointment Booking.
• Scheduling a service appointment outside of a resource’s working hours using drag and drop results in a rule violation. Travel time
to and from the service appointment isn’t calculated, and other rules aren’t validated.
• Travel time to and from a resource absence created outside of a resource’s working hours isn’t calculated.
• Scheduling a service appointment partially outside working hours can result in a Match Territory rule violation.
• Scheduling over a lower-priority appointment isn't supported by Enhanced Scheduling and Optimization.
• When all the service appointments for a day are optimized and then unscheduled, utilization isn’t shown accurately on the Gantt.
Utilization is updated again when appointments are scheduled.
• The Calculate travel and breaks option in the Routing section of Field Service Setting isn’t supported. Enhanced Scheduling and
Optimization always calculates travel time and breaks.
• The Objects Scheduled field of the optimization request isn’t populated when you’re using Enhanced Scheduling and Optimization.
However, the Scheduled Service Appointments data field is populated in the Scheduled Service Appointments section of the
Optimization Hub.
• If you have an implementation that uses resource efficiencies, enhanced optimization can result in overlaps if service appointments
are pinned, or unscheduling of appointments if unpinned (since there isn't enough space in the schedule). This is because Enhanced
Scheduling and Optimization rounds up the service appointment duration.
• Enhanced Scheduling and Optimization can’t schedule a service appointment exactly at the start time of a lunch break (the time set
in the Break Start field in the Resource Availability work rule). When you're using Appointment Booking, the scheduling engine
doesn’t return this time slot, and when you manually schedule the service appointment on the Gantt, the appointment overlaps
with the lunch break. We recommend that you schedule the service appointment for a minute before or after the break start. For
Appointment Booking, set the time slot in the Appointment Booking operating hours to start a minute before or after the break.
• During optimization, trigger results are updated in a batch with a maximum CPU time of 60 seconds, because the transition is
asynchronous. When using Enhanced Scheduling and Optimization, this CPU time is reduced to 10 seconds, because the transaction
is synchronous. To improve the trigger performance, optimize the logic developed in Apex Triggers on the Service Appointment
and Resource Absence object. Consider moving logic to run as part of an asynchronous process, for example, Queueable Apex.
Contact Salesforce Customer Support to optimize the batch size that is used to write the results back to Salesforce.
• A scheduled path in a record-triggered flow doesn’t always work with optimization when Enhanced Scheduling and Optimization
is enabled. In this case, the optimization updates are done by the platform integration user who has a session-based permission set
that isn't active during the scheduled path’s execution. To grant this user the necessary permission, clone the Field Service Integration
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
permission set, disable the Session Activation Required option, and then save. Then assign this permission set to the platform
integration user. You can add more permission sets to this user if it’s necessary.
• Enhanced Scheduling and Optimization uses the Platform Integration User, which uses the Cloud Integration User license. Some of
your customizations and product OOTB features can be impacted due to this limitation. You must add all the custom fields used in
rules and objectives to the Field Service Integration permission set before you assign the rule or objective to a scheduling policy.
We recommend you check that all your customizations and product OOTB features have the required access and are working as
designed. Add permissions to the Platform Integration User as required. When using Calendar sync with Enhanced Scheduling and
Optimization enabled, Dispatched service appointments must be in a pinned status.
• 24-hour operating hours coverage isn't supported for mobile workers.
• If you’re using Enhanced Scheduling and Optimization, when service resource efficiencies are used and applied to the duration of
the service appointment assignment, the engine rounds up duration values to the nearest minute. If you’re not using Enhanced
Scheduling and Optimization, the engine rounds down to the nearest minute.
• When you create or modify resource absences or modify scheduled service appointments, the horizon of the request is limited to
30 days. For example, if you create a resource absence in February and a resource absence in April in the same transaction, travel
time and lunch breaks aren’t created or updated.
• If a dispatcher manually schedules a service appointment or resource absence during an overlapping time, and the remaining time
isn’t long enough for the actual travel to or from home, no appointments can be scheduled for the resource for that day.
• If the engine schedules a lunch break after a service appointment, and you manually schedule another service appointment where
the travel time overlaps with the lunch break, the lunch break moves to the earliest start time and overlaps with the travel time. The
rule violation is shown on the service appointment that you manually scheduled causing the violation, and not on the service
appointment that overlaps with the break.
• The maximum number of service territories you can select for a group (per request) for enhanced scheduled jobs is 200.
• Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at a
time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate travel
times.
Service Appointments and Service Resources
• When two working shifts or time slots are defined for a resource on the same day, each shift or time slot is considered as if it's a
different "day", such that it includes the resource traveling to and from the home base.
• Snapping (scheduling using ctrl/cmd + drag and drop) a service appointment to a resource absence isn’t supported and doesn’t
change the schedule.
• When manually scheduling a multiday service appointment using drag and drop, the scheduled start time must be within a valid
timeframe for the duration to be calculated correctly. For example, if the multiday service appointment is scheduled to start when
the service resource isn't available (during a non-availability shift, resource absence, or lunch break), then the multiday service
appointment duration isn't calculated accurately to account only for working hours.
• The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment is part of a scheduling
dependency, its scheduled end date isn’t calculated when the appointment is scheduled.
• When using Enhanced Scheduling and Optimization, utilization on the Gantt doesn’t consider multiday service appointments.
SEE ALSO:
Field Service Limits and Limitations
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Set Up Enhanced Optimization for Field Service Territories
As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for
EDITIONS
all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all
service territories or per territory. Enhanced Optimization per Territory enables you to deploy Available in: Available in
Enhanced Scheduling and Optimization only on selected territories, for example, territories with Lightning Experience and
simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling Salesforce Classic in these
scenarios for later releases, when all the service territory features are supported. editions where Field Service
is enabled: Enterprise,
This is a Field Service managed package feature. Unlimited, and Developer
To enable all service territories to use Enhanced Scheduling and Optimization, in Field Service Editions
Settings, select Scheduling > General Logic and then select Use enhanced scheduling and
optimization for all service territories.
USER PERMISSIONS
Use Enhanced Scheduling and Optimization when service appointments or service resources don't
have an associated service territory. In Field Service Settings, select Scheduling > General Logic To enable Enhanced
Optimization Per Territory:
and then check that Use enhanced scheduling and optimization when there isn’t an
• Customize Application
associated service territory is enabled.
Note: All service appointment territories and service resource territories within the same
optimization request, bulk schedule action, or any batch process that updates service
appoinments, must use the same optimization engine. A notification is shown when you’re
running bulk operations such as global optimization with different territory optimization
settings, because it can’t be determined which optimization engine to use.
Before you set up Enhanced Optimization per Territory, make sure that you meet these requirements.
• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
• Enhanced Scheduling and Optimization is enabled.
The operation you’re performing determines the selected optimization engine.
• For service appointment operations (Drag and Drop, Get Candidates, Schedule, Unschedule, and Check Rules), the associated territory
of the appointment determines the optimization engine.
• For global optimization operations, the selected territory determines the optimization engine.
• For resource absence operations (Drag and Drop, create new, and delete), the resource’s associated territory member determines
the optimization engine.
Configure Enhanced Optimization per Territory
Configure your Enhanced Optimization per Territory settings and assign user permissions.
Limitations for Enhanced Optimization per Territory
All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization per Territory.
SEE ALSO:
Get Ready for Field Service Scheduling and Optimization
Enable Enhanced Scheduling and Optimization
Transition to Enhanced Scheduling and Optimization
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Configure Enhanced Optimization per Territory
Configure your Enhanced Optimization per Territory settings and assign user permissions.
EDITIONS
This is a Field Service managed package feature.
Available in: Available in
1. From Setup, in the Quick Find box, enter Object Manager, and then select Object Lightning Experience and
Manager. Next, click Service Territory, and then scroll to the Page Layouts section. Salesforce Classic in these
2. Click Page Layouts, and then click SFS Service Territory Layout. editions where Field Service
is enabled: Enterprise,
3. Click Edit. Unlimited, and Developer
4. Drag the Use enhanced scheduling and optimization field to the page layout, and then Editions
save your changes.
5. From the App Launcher, find and open the Field Service Admin app, and then click the Service USER PERMISSIONS
Territories tab.
To enable Enhanced
6. Click the service territory name for which you want to enable enhanced optimization. Optimization Per Territory:
7. Select Use enhanced scheduling and optimization. • Customize Application
8. When you’re using the Enhanced Scheduling and Optimization engine, the way a schedule is
built can differ from how a schedule is built when you aren’t using this engine. To avoid
misalignments in the schedule due to scheduling with different engines, pin the service appointments scheduled for the next day,
and then unschedule all appointments from the following day onwards so that the Gantt is empty.
9. Run optimization using the enhanced optimization engine, or reschedule all service appointments.
Note: We recommend unscheduling and rescheduling the service appointments during off-hours to avoid the possibility of
double-booking.
SEE ALSO:
Limits and Limitations for Enhanced Scheduling and Optimization
Limitations for Enhanced Optimization per Territory
Set Up and Run Enhanced Optimization Jobs
Transition to Enhanced Scheduling and Optimization
Limitations for Enhanced Optimization per Territory
All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization
EDITIONS
per Territory.
Available in: Available in
This is a Field Service managed package feature.
Lightning Experience and
Consider these limitations when Use enhanced scheduling and optimization for all service Salesforce Classic in these
territories is disabled in the Field Service Settings and only selected territories are using Enhanced editions where Field Service
Scheduling and Optimization. is enabled: Enterprise,
Unlimited, and Developer
• All service appointment territories and service resource territories within the same optimization
Editions
request, bulk schedule action, or any batch process that updates service appointments, must
use the same optimization engine. A notification is shown when you’re running bulk operations
such as global optimization with different territory optimization settings, because it can’t be
determined which optimization engine to use.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
• If there are customizations that update these fields in a single process or transaction, all the service appointments within that process
must be associated with service territories configured to use the same optimization engine: ServiceAppointment.SchedStartTime,
ServiceAppointment.SchedEndTime, and AssignedResource.ServiceResource.
• Service appointments assigned in territories enabled for Enhanced Scheduling and Optimization can be scheduled only to resources
whose primary territory is also enabled to use Enhanced Scheduling and Optimization.
• Resources with multiple primary territories, where each territory is set for a different date, must have all territories assigned to the
same optimization engine.
SEE ALSO:
Limits and Limitations for Enhanced Scheduling and Optimization
Set Up Enhanced Optimization for Field Service Territories
Field Service Scheduling and Optimization Solutions
Salesforce Field Service is used by a wide variety of customers across many industries. The tasks
EDITIONS
and activities that you do can vary significantly depending on your industry, business model, and
service operations model. At Salesforce, we relate your core business objectives, needs, and user Available in: both Salesforce
workflows to a job you need to do. The jobs framework helps us understand what customers want Classic (not available in all
to achieve by focusing on their needs and how the product or service can address them. The use orgs) and Lightning
cases identify the core job, large or small, that a user must perform, solve, or complete to succeed. Experience
Review the different use cases, understand what industries they're most common in, and learn
about the scheduling and optimization features and solutions Field Service offers to solve them. The Field Service core
features, managed
This is a Field Service managed package feature. package, and mobile app
are available in Enterprise,
Note: These are some common workforce and scheduling-related jobs and use cases that Unlimited, and Developer
are essential for Field Service to support your core business objectives. We’ve identified the Editions.
industries that these use cases typically apply to, but they can also be used in other industries
that aren’t listed in the Industries Categories.
When setting up your workforce, consider your main jobs and the related jobs. Your main job is the core task that you want to achieve.
The related jobs are supplementary tasks that enhance your overall experience and make you more successful.
Represent My Workforce in Field Service
To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers
as service resources in Field Service.
Define Which Field Service Resources Perform Work and Where
Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on
their expertise, supported work types, and relevant geographies or lines of business.
Define When Field Service Resources Perform Work
Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable.
Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available.
Define Field Service Work
Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule
and execute work efficiently and effectively.
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Manage the Field Service Schedule
Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field
Service provides to help you create optimal schedules that fit your business constraints and goals.
Represent My Workforce in Field Service
To effectively schedule, track, and maintain service appointments, you must first set up your
EDITIONS
workforce and various types of workers as service resources in Field Service.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Consider these related jobs when setting up your workforce. orgs) and Lightning
Experience
I WANT TO… HOW DO I DO PERSONA INDUSTRIES
The Field Service core
THIS? CATEGORIES
features, managed
Make my capacity-based resources Set Up Field Admin • Communication, package, and mobile app
(contractors) available for scheduling. Service in are available in Enterprise,
Media, and
Unlimited, and Developer
Experience Cloud Technology
Editions.
Sites • Education
Define • Energy and
Capacity-Based Utilities
Resources • Engineering
Create Service and
Resources for Construction
Field Service • Financial
Services
• Healthcare
and Life
Sciences
• Manufacturing
and
Automotive
• Retail and
Consumer
Goods
• Travel,
Transport,
and
Hospitality
Make service resources available for Create Service Admin • Communication,
scheduling. Resources for Media, and
Field Service Technology
• Education
• Energy and
Utilities
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Make equipment and assets available for scheduling. Create Service Resources Admin • Communication,
for Field Service Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Make sure service resources who work together are Set Up Crew Admin • Communication,
scheduled as a group (crews). Management Media, and
Create Service Crews Technology
• Education
Create Service Resources
for Field Service • Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Define Which Field Service Resources Perform Work and Where
Configure Field Service to make sure that your workforce is scheduled only for appointments they're
EDITIONS
qualified to perform, based on their expertise, supported work types, and relevant geographies or
lines of business. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Consider these related jobs when setting up your workforce. Experience
The Field Service core
I WANT TO… HOW DO I DO PERSONA INDUSTRIES
features, managed
THIS? CATEGORIES
package, and mobile app
Define my workforce structure by Admin are available in Enterprise,
Create Service • Communication,
business units and geographies. Unlimited, and Developer
Territories for Media, and
Editions.
Field Service Technology
Enable Map • Education
Polygons in Field • Energy and
Service Utilities
• Engineering
and
Construction
• Financial
Services
• Healthcare
and Life
Sciences
• Manufacturing
and
Automotive
• Retail and
Consumer
Goods
• Travel,
Transport,
and
Hospitality
248
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
Define which workforce members of my workforce Create Skills for Field Admin • Communication,
can be assigned certain work based on skills, Service Media, and
qualifications, and expertise. Technology
Work Rule Type: Match
Skills • Education
Work Rule Type: • Energy and Utilities
Extended Match • Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Define When Field Service Resources Perform Work
Like any worker, Field Service resources have specific days and hours that they’re available for work,
EDITIONS
and times they are unavailable. Learn how to configure workforce availability to make sure your
service resources are assigned work only when they’re available. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Consider these related jobs when setting up your workforce. Experience
The Field Service core
I WANT TO… HOW DO I DO PERSONA INDUSTRIES
features, managed
THIS? CATEGORIES
package, and mobile app
Define standard hours that a service are available in Enterprise,
Create Operating Admin • Communication,
resource can be scheduled work. Unlimited, and Developer
Hours for Field Media, and
Editions.
Service Technology
Guidelines for • Education
Creating • Energy and
Operating Hours Utilities
for Field Service • Engineering
and
Construction
• Financial
Services
249
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Define nonstandard hours that a service resource can Manage Field Service Admin • Communication,
be scheduled work. Shifts Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Prevent service resources from being assigned work Add Holidays to Admin • Communication,
when they’re not supposed to work, for example, Operating Hours Media, and
during a public holiday. Technology
Work with Resource
Absences • Education
Work Rule Entry: Service • Energy and Utilities
Resource Availability • Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
250
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Travel, Transport, and
Hospitality
Define Field Service Work
Define the various types of work and their details—such as duration, due date, and job
EDITIONS
requirements—in Field Service to schedule and execute work efficiently and effectively.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
Consider these related jobs when defining Field Service work. orgs) and Lightning
Experience
I WANT TO… HOW DO I DO PERSONA INDUSTRIES
The Field Service core
THIS? CATEGORIES
features, managed
Create work in Field Services and Guidelines for Admin • Communication, package, and mobile app
define the work requirements. are available in Enterprise,
Creating Work Media, and
Unlimited, and Developer
Types for Field Technology
Editions.
Service • Education
Add Required • Energy and
Skills to Work Utilities
Orders or Work • Engineering
Types for Field and
Service Construction
Work Rule Type: • Financial
Extended Match Services
• Healthcare
and Life
Sciences
• Manufacturing
and
Automotive
• Retail and
Consumer
Goods
• Travel,
Transport,
and
Hospitality
Define where work occurs and make Work Rule Type: Admin • Communication,
sure that the service resource travel Extended Match Media, and
time is accurately calculated using Technology
geolocation information.
• Education
251
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Mark service appointments as offsite so that service Schedule Appointments Admin • Communication,
resources can perform work remotely. Without Travel Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Specify the duration of the work. Guidelines for Creating Admin • Communication,
Work Types for Field Media, and
Service Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
252
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Manage customer SLAs. Work with Entitlements Admin • Communication,
Media, and
Technology
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Create work that spans across multiple days. Enable Multiday Field Admin • Communication,
Service Appointments Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
253
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
Manage the Field Service Schedule
Learn how to create schedules for your workforce, and manage them when unexpected events
EDITIONS
occur. Discover the tools that Field Service provides to help you create optimal schedules that fit
your business constraints and goals. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Consider these related jobs when managing the Field Service schedule. Experience
The Field Service core
I WANT TO… HOW DO I DO PERSONA INDUSTRIES
features, managed
THIS? CATEGORIES
package, and mobile app
Schedule or reschedule a single Agent are available in Enterprise,
Customize • Communication,
appointment. Unlimited, and Developer
Appointment Media, and
Editions.
Booking Settings Technology
Enable Service • Education
Appointment • Energy and
Sliding Utilities
Schedule • Engineering
Appointments and
from the Record Construction
Feed • Financial
Services
• Healthcare
and Life
Sciences
• Manufacturing
and
Automotive
• Retail and
Consumer
Goods
• Travel,
Transport,
and
Hospitality
Schedule or reschedule a service Schedule Dispatcher • Communication,
appointment. Appointments Media, and
from the Record Technology
Feed • Education
Schedule • Energy and
Appointments Utilities
from the • Engineering
Dispatcher and
Console Construction
254
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
Create Custom Actions • Financial Services
for the Field Service • Healthcare and Life
Dispatcher Console Sciences
Set Custom Permissions • Manufacturing and
for Field Service Automotive
(Candidates action in the • Retail and Consumer
dispatcher console Gantt Goods
appointment list)
• Travel, Transport, and
Hospitality
Schedule several service appointments from the Schedule Appointments Dispatcher • Communication,
dispatcher console. from the Dispatcher Media, and
Console Technology
Create and Manage Map • Education
Polygons • Energy and Utilities
Manage Field Service • Engineering and
Optimization Construction
Optimize Today’s Field • Healthcare and Life
Service Schedule Sciences
Optimize a Single Field • Manufacturing and
Service Resource’s Automotive
Schedule • Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Schedule work based on priority so that emergency Schedule Emergency • Communication,
and high-priority appointments get scheduled first. Appointments Media, and
Or, optimize appointments using Priorities. Technology
Reshuffle Service
Appointments in Field • Education
Service • Energy and Utilities
Schedule Appointments • Engineering and
Using Priorities Construction
Filter the Gantt in Field • Financial Services
Service • Healthcare and Life
Optimize Field Service Sciences
Appointments Using • Manufacturing and
Priorities Automotive
Manage Field Service • Retail and Consumer
Optimization Goods
255
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
Optimize Today’s Field • Travel, Transport, and
Service Schedule Hospitality
Optimize a Single Field
Service Resource’s
Schedule
Optimize the schedule and fix schedule violations Manage Field Service Admin • Communication,
such as schedule overlaps, and gaps. Scheduling Overlaps Media, and
Fix Overlaps by Using an Technology
Automated Scheduling • Energy and Utilities
Flow (Beta) • Engineering and
Fill Schedule Gaps in Field Construction
Service • Financial Services
Manage Field Service • Healthcare and Life
Optimization Sciences
Optimize Today’s Field • Manufacturing and
Service Schedule Automotive
Optimize a Single Field • Retail and Consumer
Service Resource’s Goods
Schedule • Travel, Transport, and
Hospitality
Automate scheduling and rescheduling of service Schedule an Admin • Communication,
appointments. Appointment Media, and
Automatically Technology
Scheduling APIs - • Education
ScheduleService Class • Energy and Utilities
Manage Scheduled Jobs • Engineering and
in Field Service Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Make sure that travel time calculations are accurate. Set Up Routing for Travel Admin • Communication,
Time Calculations Media, and
Technology
256
Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
Set Up Travel Modes • Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Visualize work priorities, types of jobs, statuses, and Work in the Field Service Dispatcher • Communication,
due dates, and manage exceptions, for example, Dispatcher Console Media, and
service appointments that are awaiting an action Technology
from the dispatcher, or marked In Jeopardy and aren’t Work in the Field Service
Dispatcher Console Gantt • Education
canceled.
Color-Code the Gantt • Energy and Utilities
Working in the Field • Engineering and
Service Dispatcher Construction
Console Map • Financial Services
Customize the Field • Healthcare and Life
Service Dispatcher Sciences
Console • Manufacturing and
Automotive
• Travel, Transport, and
Hospitality
Schedule work that’s geographically close together Set Up Field Service Admin • Communication,
by bundling service appointments or grouping Appointment Bundling Media, and
appointments located at the same site, for example, Technology
deliveries in an apartment complex. Create and Manage Field
Service Objectives • Education
• Energy and Utilities
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Travel, Transport, and
Hospitality
Schedule work to myself (field resource Customize and Extend Admin • Communication,
self-assignment). the Field Service Mobile Media, and
App with Lightning Web Technology
Components • Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Define the hours that my customer is available for Work Rule Type: Service Admin • Communication,
work to be performed at their location. Appointment Visiting Media, and
Hours Technology
Guidelines for Creating • Education
Operating Hours for Field • Energy and Utilities
Service • Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Fix the schedule for one service resource when Optimize a Single Field • Communication,
last-minute developments occur like canceled jobs, Service Resource’s Media, and
lateness, or emergencies. Schedule Technology
Fix Overlaps by Using an • Education
Automated Scheduling • Energy and Utilities
Flow (Beta)
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Schedule interdependent or related jobs to multiple Create Service Crews Admin • Communication,
service resources. Media, and
Set Up Crew
Management Technology
• Education
Complex Work in Field
Service • Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Travel, Transport, and
Hospitality
Make sure that service appointments occur in a Complex Work in Field Admin • Communication,
specific sequence. Service Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Travel, Transport, and
Hospitality
Limit the number of service appointments that a Work Rule Type: Count Admin • Communication,
service resource is assigned in 1 day. Rule Media, and
Technology
• Energy and Utilities
• Engineering and
Construction
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Define service resource preferences for customers Add Service Resource Admin • Communication,
and specific jobs. Preferences in Field Media, and
Service Technology
• Energy and Utilities
• Engineering and
Construction
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Schedule work based on priority. Schedule Appointments Admin • Communication,
Using Priorities Media, and
Technology
• Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
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Salesforce Field Service Get Ready for Field Service Scheduling and Optimization
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Limit the amount of work that can be scheduled in Manage Work Capacity in Admin • Communication,
a service territory to reserve capacity for unplanned Field Service Media, and
or other work. Technology
Set Up Field Service Work
Capacity • Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
• Travel, Transport, and
Hospitality
Automate dispatching of work to mobile workers. Drip Feed Field Service Admin • Communication,
Appointments Media, and
Auto-Dispatch Service Technology
Resources • Education
• Energy and Utilities
• Engineering and
Construction
• Financial Services
• Healthcare and Life
Sciences
• Manufacturing and
Automotive
• Retail and Consumer
Goods
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I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES
CATEGORIES
• Travel, Transport, and
Hospitality
Set Up Field Service Appointment Bundling
Group short appointments at nearby or same-site locations to create a bundle.
EDITIONS
Watch the video to see how grouping short appointments at nearby or same-site locations to create
a bundle helps you and your customers. Available in: both Salesforce
Classic (not available in all
Watch a video orgs) and Lightning
Experience
Watch the video to learn how to configure Appointment Bundling.
The Field Service core
Watch a video
features, managed
package, and mobile app
Service appointment bundling lets you collect multiple service appointments and define them as
are available in Enterprise,
a single entity, called a bundle. The bundle:
Unlimited, and Developer
• Simplifies the dispatcher’s work by treating a set of relatively small service appointments as Editions.
one, large unified job.
• Helps mobile workers work more efficiently by organizing the service appointments in an
assembly line manner.
• Improves customer satisfaction by scheduling a mobile worker to perform all the customer’s service appointments in a single visit.
Consider the job of reading 100 water meters in the utility room of a high-rise apartment complex. The job can be scheduled in several
ways.
• 100 short appointments—Create and schedule a service appointment for each meter. Each service appointment has a duration
of 30 seconds. This approach provides maximum flexibility. You can schedule each service appointment independently of the others.
However, this approach also has high computational overhead because the system must schedule numerous service appointments,
and having 100 short service appointments on the Gantt is confusing for the dispatcher. The schedule specifies a precise sequence
in which the meters must be read, even if the mobile worker finds another sequence more convenient. This approach could cause
other inefficiencies, too. Suppose the mobile worker must get the key to unlock the utility room. If you schedule the service
appointments individually, the mobile worker must technically unlock the room multiple times.
• One long appointment—Create and schedule the entire job as a single service appointment. This approach has low computational
overhead and is easy to understand. It implements economies of scale, such as unlocking the utility room only one time. The
disadvantage is the lack of flexibility. You must schedule the entire service appointment to a single mobile worker in a single
assignment. You can’t schedule an urgent job in the middle of the long service appointment. And you can’t reschedule meters that
the mobile worker couldn’t access during the service appointment.
• A single bundle appointment—Create a service appointment for each meter and bundle them together to create a single entity.
The individual service appointments then become bundle members. You can apply constraints to ensure that the bundle is efficient,
for example, that only similar service appointments in the same location can be bundle members. This approach has all the advantages
of the long service appointment approach, plus the flexibility of the short service appointments approach.
– Low computational overhead—Only the bundle is scheduled, not the bundle members.
– Easy to understand—The dispatcher sees only one service appointment on the Gantt. The dispatcher can drill down and view
the bundle members as required.
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Salesforce Field Service Set Up Field Service Appointment Bundling
– Flexibility—The mobile worker can perform the service appointments in any sequence. You can add or remove service
appointments from the bundle if needed.
– Better tracking—If a meter can’t be accessed, it can be skipped without being forgotten because the system marks the individual
service appointment as incomplete.
– Economies of scale—In our example, the mobile worker unlocks the utility room only one time, unless returning for incomplete
bundle members.
Meter reading is only one example of how bundling service appointments can improve the efficiency of a schedule. Other scenarios
include:
• Same customer scheduling—Bundle together all the service appointments of a single customer. The customer is pleased because
a single mobile worker arrives at a single time to perform all the services.
• Same site scheduling—Bundle together all the service appointments in a large office building, even if they are for different
customers. The mobile worker saves time by traveling, parking, and passing the building security only one time.
• Out-of-town scheduling—Bundle together all the service appointments for an out-of-town job. For example, a Chicago-based
organization has several appointments in Cleveland. Bundle together all the Cleveland appointments and schedule the bundle to
a single mobile worker. The mobile worker can then stay overnight in Cleveland until all the service appointments are complete.
• Scheduling similar tasks—Bundle together service appointments of a similar type. For example, an organization prefers to assign
a single mobile worker to perform all its network-related service appointments on a single day.
Add Permissions for Service Appointment Bundling
Add the permissions for service appointment bundling.
Enable Service Appointment Bundling
Enable appointment bundling in Field Service Settings.
Set Up Automatic Bundling
Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two
modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular
service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list and
can be scheduled.
Create Recordset Filter Criteria for Bundling Appointments
You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional,
but if you want to use them in the bundle policies, you must create them first.
Create an Appointment Bundle Policy
Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.
Create an Appointment Bundle Config
Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments.
These configuration settings apply to all your bundles.
Test Your Appointment Bundling Configuration
After completing the configuration steps for appointment bundling, test it in Field Service.
Appointment Bundling Limitations
Review the limitations of Appointment Bundling.
SEE ALSO:
Salesforce Developer: Appointment Bundling
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Salesforce Field Service Set Up Field Service Appointment Bundling
Add Permissions for Service Appointment Bundling
Add the permissions for service appointment bundling.
EDITIONS
Note: Without these permissions, appointment bundling isn’t available.
Available in: both Salesforce
1. From the App Launcher, find and select Field Service Settings. Classic (not available in all
orgs) and Lightning
2. From Getting Started, click Permission Sets.
Experience
3. Add these permissions.
The Field Service core
• Field Service Admin: Required for configuring the appointment bundling settings. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To add permissions:
• Manage Profiles and
Permission Sets
• Field Service Integration: Required for accessing the Hyperforce appointment bundling
services.
Note: If the Field Service Integration card doesn’t appear, contact Salesforce Customer Support.
4. If your org has processes that use create, update, and delete actions for the Work Orders, Service Appointments, or Skills objects,
enable object permissions.
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. Click Field Service Integration.
c. Under Apps, click Object Settings.
d. Click the required object.
e. Click Edit.
f. Enable these permissions.
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g. Save your changes.
h. Repeat this procedure for the remaining objects.
5. If you use Experience Builder sites, add the appointment bundling custom permissions also to the Field Service Community Dispatcher
permission set. Experience Site users don’t have the Bundle Policy field in the service appointment’s Bundle tab. See Appointment
Bundling Limitations.
Enable Service Appointment Bundling
Enable appointment bundling in Field Service Settings.
EDITIONS
1. From the App Launcher, open Field Service Settings.
Available in: both Salesforce
2. Click Scheduling, and then click Bundling.
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
3. Enable bundling service appointments and save your changes.
USER PERMISSIONS
4. To access the additional settings, refresh your browser.
To enable appointment
bundling:
Default Appointment Bundle Policy and Related Policies
• Customize Application
If no policies exist, a default appointment bundle policy is created along with some of its related
policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining
policies from the Related tab of the appointment bundle policy.
Default Appointment Bundle Config
If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle Config from the App Launcher.
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Default Appointment Bundle Policy and Related Policies
If no policies exist, a default appointment bundle policy is created along with some of its related
EDITIONS
policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies
from the Related tab of the appointment bundle policy. Available in: both Salesforce
Classic (not available in all
Default Appointment Bundle Policy orgs) and Lightning
Experience
Field Default Value Result The Field Service core
features, managed
Priority 1 The default bundle policy is
package, and mobile app
applied first.
are available in Enterprise,
Manual Bundling True This policy is available when Unlimited, and Developer
the dispatcher manually Editions.
bundles service appointments
in the dispatcher console.
Automatic Bundling True This policy is available when
automatic bundling is
triggered.
Limit Amount of Bundle 200 You can include up to 200
Members bundle members in a bundle.
This field is relevant only for
automatic bundling, not for
manual bundling.
Default Appointment Bundle Sort Policy
Field Default Value Result
Sort Field Name Due Date The bundle members are sorted according
to their due date.
Sort Direction Ascending The bundle members are in an ascending
order.
Sort Type Sort Within a Bundle The default sort policy defines the order of
bundle members in the bundle.
Sort Order 1 The default sort policy is triggered first.
Default Appointment Bundle Restriction Policy
Field Default Value Result
Restriction Field Name Street You can bundle service appointments that
are on the same street.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Field Default Value Result
Allow Empty False You can’t bundle service appointments that
have an empty restriction field with service
appointments that have a value in the
restriction field.
Restrict in Manual Mode True The default restriction policy applies to
manual bundling.
Restrict in Automatic Mode True The default restriction policy applies to
automatic bundling.
Restrict by Date Only True If Restriction Field Name is of type
Date/Time, the bundle is restricted by the
time of day and by the calendar date.
Default Appointment Bundle Aggregation Policies
Field in Bundle Service Appointment Aggregation Result
Address Address of the first bundle member service The bundle service appointment’s address
appointment according to the sort policy. is pulled from the first bundle member
service appointment.
Due Date Earliest due date of all bundle member The bundle service appointment’s due date
service appointments is pulled from the earliest due date of the
bundle member service appointments.
Duration Sum of the duration of the bundle member The bundle service appointment’s duration
service appointments is equal to the sum of all bundle member
service appointments’ duration.
Earliest Start Permitted Latest start time of all bundle member The bundle service appointment’s earliest
service appointments start permitted is pulled from the latest start
of the bundle member service
appointments.
Pinned False When the bundle is created, the bundle
service appointment isn’t pinned.
Service Territory Copied from one of the bundle member The bundle service appointment’s service
service appointments territory field is pulled from one of the
bundle member service appointments.
Skill Requirements (in Work Order) Sum of the skills of the bundle member The bundle service appointment’s work
service appointments, without duplication order lists the skills of all bundle member
service appointments.
If the skills are updated in a bundle member
service appointment after the bundle is
created, the skills aren’t aggregated to the
bundle service appointment. Update the
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Salesforce Field Service Set Up Field Service Appointment Bundling
Field in Bundle Service Appointment Aggregation Result
bundle service appointment’s skills
manually.
Note: The default configuration of the Service Territory and Address fields don’t appear in the list of default aggregation policies.
Default Appointment Bundle Config
If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle
EDITIONS
Config from the App Launcher.
Available in: both Salesforce
Field Default Value Result Classic (not available in all
Add to Bundle Statuses You can add service orgs) and Lightning
• None Experience
appointments in these statuses
• Scheduled
to a bundle. The Field Service core
• Dispatched features, managed
• In Progress package, and mobile app
are available in Enterprise,
Remove from Bundle Statuses • Canceled You can remove service Unlimited, and Developer
appointments in these statuses Editions.
• None
from a bundle.
• Scheduled
• Dispatched
• In Progress
Add travel time to bundle False Travel time between bundle
duration member service appointments
isn’t included in the bundle's
duration.
Status on Removal from Bundle • None When a service appointment is
removed from a bundle, it
receives the None status.
Statuses not to Update on • Canceled The status of service
Unbundling appointments in these statuses
• Completed
isn’t updated when a bundle is
• Cannot Complete unbundled.
Bundle Statuses to Propagate All statuses are selected. The status of bundle member
service appointments is always
overridden by the status of the
bundle service appointment.
Bundle Member Statuses not • Canceled The status of bundle member
to be Propagated service appointments with
• Completed
these statuses isn’t overridden.
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Field Default Value Result
• Cannot Complete
Criteria for Automatic Unbundling Empty Automatic unbundling doesn’t occur.
Set Up Automatic Bundling
Use automatic bundling to create and update bundles instead of managing them manually.
EDITIONS
Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic
bundling process looks for service appointments in a particular service territory and then looks at Available in: both Salesforce
the priority of the bundle policy. After the bundles are created, they appear in the work list and can Classic (not available in all
be scheduled. orgs) and Lightning
The automatic bundling process creates bundles: Experience
• If at least two service appointments can be bundled The Field Service core
• Split by service territories that are part of the bundle policy features, managed
package, and mobile app
• Without service appointments that have scheduling dependencies are available in Enterprise,
• For Automated Bundling, if the time between the Earliest Start Permitted and the Due Date of Unlimited, and Developer
the service appointments overlaps with a 7-day period that starts at the time of the scheduled Editions.
automatic bundling process. For example, if the Earliest Start Permitted of a service appointment
is before the start of the 7-day period and the Due Date is after the end of the 7-day period, it
USER PERMISSIONS
can still be added to the bundle.
For Live Bundling, if the time between the Earliest Start Permitted and the Due Date of the To set up automatic
service appointments overlaps with a 2-day period that starts at the time of the scheduled bundling:
automatic bundling process. For example, if the Earliest Start Permitted of a service appointment • Customize Application
is before the start of the 2-day period and the Due Date is after the end of the 2-day period, it
can still be added to the bundle.
• In the service appointment details of the created bundle, the Manually Bundled field is deselected. If you manually update the service
territory of the bundle or of one of the bundle members after the bundle was automatically created, the Manually Bundled field is
selected and the bundle isn’t considered for automatic bundling processes.
It’s recommended to configure restriction policies for the Earliest Start Permitted and Due Date fields. That way, the automatic bundling
process doesn’t fail because of service appointments that have an earlier due date than the earliest start permitted.
Note: Automatic bundling requires at least one of each of these policies:
• Restriction policy with Restrict in Automatic Mode selected
• Service territory policy
• Bundle policy with Automatic Bundling selected
SEE ALSO:
Create an Appointment Bundle Policy
Monitor Optimization Requests
Configure the Settings
1. From the App Launcher, find and select Field Service Settings.
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Salesforce Field Service Set Up Field Service Appointment Bundling
2. Click Scheduling, and then click Bundling.
3. Set up Automated Bundling to schedule the bundling process during low-activity times.
a. Turn on Automated Bundling.
b. Schedule the process.
c. Click Apply. In this example, the automated bundling process is scheduled to run daily at 11 PM.
4. Set up Live Bundling to update or create bundles when service appointments are modified or added to your appointment list.
Live bundling adds bundle members only to bundles that were created with automatic bundling. It doesn’t add bundle members
to bundles that were created manually. If a bundle member is manually removed from a bundle, live bundling doesn’t add it to the
same bundle again.
a. Turn on Live Bundling.
b. Define the frequency of the updates, from 5 to 15 minutes.
c. Click Apply.
Service appointments are reconsidered for Live Bundling when you update any of these fields.
• Service Territory
• Due Date
• Early Start
• Status
• Pinned
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Salesforce Field Service Set Up Field Service Appointment Bundling
• Any other field defined in a bundle restriction policy
• Any other field defined in a recordset filter criteria
Monitor the Automatic Bundling Requests
1. You can receive an email when the automated bundling process fails. To activate the flow that sends the email, take these steps.
a. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
b. Open the Send Email for Automated Bundling Failures flow.
c. To use the flow as is, click Activate.
d. To modify the flow, click Save As.
A warning is shown, but if you’ve verified that the Automated Process user has an email address entered in the settings, you can
ignore this warning. To check whether it’s entered, from Setup, in the Quick Find box, enter Process Automation, and
then select Process Automation Settings. Make sure that Automated Process User Email Address is populated.
e. To check the start time of the flow, edit the Start element and change it as needed. The time is set according to the Automated
Process user’s time zone.
f. The email is sent to the first admin user, according to alphabetical order. To change the recipient of the email, edit the Send
Email element, and in the Recipient Address List, enter one or more email addresses.
g. Activate your version of the flow.
2. Dispatchers can see the status of automatic bundling requests by clicking the light bulb in the Dispatcher Console. Automatic
bundling requests can also be monitored in the Optimization Requests tab. Automated bundling requests that didn’t manage to
run aren’t monitored. If the automatic bundling optimization requests don’t appear, take these steps.
a. From the object management setting for Optimization Requests, go to Fields & Relationships.
b. Search for and open the Type field.
c. If you’re using a new Salesforce org, activate the Automated Bundling and Live Bundling picklist values. If you’re using an upgraded
Salesforce org, create the Automated Bundling and Live Bundling picklist values.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Create Recordset Filter Criteria for Bundling Appointments
You can create filters to bundle only the appointments that meet the criteria that you set. Creating
EDITIONS
recordset filter criteria is optional, but if you want to use them in the bundle policies, you must
create them first. Available in: both Salesforce
1. Create recordset filter criteria for the bundle policies. Classic (not available in all
orgs) and Lightning
2. For Source Object, select if the recordset filter criteria is intended for the:
Experience
Appointment Bundle Aggregation Policy Determines on which group of service The Field Service core
appointments the aggregation applies. features, managed
package, and mobile app
Appointment Bundle Config Determines in which criteria a bundle is are available in Enterprise,
automatically unbundled. Unlimited, and Developer
Editions.
Appointment Bundle Policy Determines which service appointments can
be bundled using this policy.
USER PERMISSIONS
3. For Filtered Object, select Service Appointment.
To create recordset filter
4. Select Active. criteria:
Considerations: • Customize Application
• Inactive recordset filter criteria aren’t supported. See Appointment Bundling Limitations.
• All service appointment fields used in recordset filter criteria must be enabled in the Field Service Integration permission set.
SEE ALSO:
Create Filters to Match Appointments and Shifts
Create an Appointment Bundle Aggregation Policy
Create an Appointment Bundle Config
Create an Appointment Bundle Policy
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Salesforce Field Service Set Up Field Service Appointment Bundling
Create an Appointment Bundle Policy
Use the default policy, or create multiple policies. You can use the policies for manual bundling,
EDITIONS
automatic bundling, or both.
1. If your service appointments have custom fields, make sure to give the fields read access. See Available in: both Salesforce
Appointment Bundling Limitations. Classic (not available in all
orgs) and Lightning
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
Experience
b. Click Field Service Integration.
The Field Service core
c. Click Object Settings. features, managed
d. Click Service Appointment. package, and mobile app
are available in Enterprise,
e. For each custom field, select Read Access.
Unlimited, and Developer
2. From the App Launcher, open Appointment Bundle Policies. Editions.
If you don’t see Appointment Bundle Policies in the App Launcher:
USER PERMISSIONS
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
b. On the Salesforce admin profile, click Edit. To create items:
• Customize Application
c. From Profile Detail, click Edit.
d. Under Tab Settings, set the bundle tabs to Default On.
e. Save your changes and refresh your browser.
3. On the Appointment Bundle Policies page, click New.
4. Give the policy a unique name.
5. To make this policy available when the dispatcher manually bundles service appointments in the dispatcher console, select Manual
Bundling.
6. To make this policy available when automatic bundling is triggered, select Automatic Bundling and enter the details. Automatic
bundling includes two modes, Automated Bundling and Live Bundling. You can have manual bundling and automatic bundling
enabled at the same time.
a. For Priority, enter a unique policy priority number. The priority determines the order that the policies are applied.
b. For Limit Amount of Bundle Members, enter the maximum number of bundle members to include, up to 200.
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Salesforce Field Service Set Up Field Service Appointment Bundling
c. For Limit Duration of Bundle, enter the maximum duration of a bundle, in minutes. The recommended limit is 240 minutes.
Note: The Limit Amount of Bundle Members and Limit Duration of Bundle fields are relevant only for automatic bundling,
not for manual bundling.
7. For Filter Criteria, select an active recordset filter to determine the bundle members. Only the service appointments that meet the
criteria are bundled.
8. To make sure that enough time is allocated for the bundle, calculate the difference between the bundle’s start time and the bundle’s
end time. If that amount of time is shorter than the bundle’s duration, replace the duration with a predefined constant value.
a. Under Duration Calculation, select Time Calculation by Bundle Duration Field.
b. For Bundle Start Time Field Name, select the bundle service appointment field used for the bundle’s start time.
c. For Bundle End Time Field Name, select the bundle service appointment field used for the bundle’s end time.
d. For Constant Time Value, enter the bundle's total time as a constant value, in minutes.
9. Save your changes.
• The Allow Scheduling Dependencies in Bundle field isn’t supported.
• Deleting a bundle policy that’s in use isn’t recommended.
Note: Don’t create triggers that update fields in any of the Appointment Bundling policies. If your configuration includes these
triggers, you must delete them and apply a different configuration solution. For example, if you have a trigger that calculates
duration, delete the trigger and create an aggregation duration downscale policy instead.
Create an Appointment Bundle Sort Policy
Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within
a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that
determines the order that’s used to examine the bundling candidates.
Create an Appointment Bundle Restriction Policy
Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values
can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at
least one restriction policy.
Create an Appointment Bundle Propagation Policy
Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service
appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one
bundle member service appointment field is populated.
Create an Appointment Bundle Aggregation Policy
Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update
the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation
policy controls how one bundle service appointment field is populated.
Create Appointment Bundle Aggregation Duration Downscales
Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You
can create multiple aggregation duration downscales.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Create Appointment Bundle Policy Service Territories
Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the
bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment
Bundle Policy Service Territories are optional.
SEE ALSO:
Appointment Bundling Limitations
Default Appointment Bundle Policy
Create Appointment Bundle Aggregation Duration Downscales
Create an Appointment Bundle Sort Policy
Use the default policy, or create multiple sort policies. For manual bundling, define a policy for
EDITIONS
sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling
service appointments. For automatic bundling, define a policy that determines the order that’s used Available in: both Salesforce
to examine the bundling candidates. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read access. See orgs) and Lightning
Appointment Bundling Limitations. Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. The Field Service core
features, managed
b. Click Field Service Integration.
package, and mobile app
c. Click Object Settings. are available in Enterprise,
d. Click Service Appointment. Unlimited, and Developer
Editions.
e. For each custom field, select Read Access.
2. In the Appointment Bundle Policy, go to the Related tab. USER PERMISSIONS
3. In the Appointment Bundle Sort Policies panel, click New.
To create items:
4. Give the policy a unique name. • Customize Application
5. For Sort Field Name, select the service appointment field that sorts the bundle members. The
fields in the list are service appointment fields, not work order fields. The only exception is Skill
Requirements, which is a work order field.
6. For Sort Direction, set the order of the appointments in a bundle to ascending or descending.
7. For Sort Type, select one of these options.
Sort Within a Bundle
Defines the order of bundle members. It’s also used when you unbundle to define the order that the service appointments are
scheduled on the Gantt.
Sort for Automatic Bundling
Defines the order that automatic bundling uses to evaluate the candidate service appointments to be bundled.
8. For Sort Order, determine in which order the sort policy is triggered. For example, enter 1 to trigger this policy first.
9. Save your changes.
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Example: A mobile worker must read all the water meters on a long street. According to the default sort policy, the worker must
complete the appointments in ascending order according to their due date, without considering the house numbers. To save
time, let the mobile worker complete all appointments on one side of the street before continuing to the other side.
1. Create a custom numeric field for the house number.
2. Create a numeric formula field that differentiates between odd and even house numbers. If the house number is even, leave
it as is. If the house number is odd, multiply the number by −1.
IF(MOD( HouseNumber__c,2)=0, HouseNumber__c, -1*HouseNumber__c)
3. Create restriction policies for the City and Street fields, meaning that all bundle members must be in the same city and on the
same street.
4. Create a sort policy for the numeric formula field that you created. Set the policy to sort the bundle members in ascending
order. For example, on a street with 10 houses, the appointments are now sorted in this order: −9, −7, −5, −3, −1, 2, 4, 6, 8,
10.
SEE ALSO:
Create an Appointment Bundle Restriction Policy
Default Appointment Bundle Policy
Create an Appointment Bundle Restriction Policy
Use an appointment bundle restriction policy to define restriction fields so that only service
EDITIONS
appointments with the same field values can be bundled together. Use the default policy, or create
multiple restriction policies. For automatic bundling, you must have at least one restriction policy. Available in: both Salesforce
1. If your service appointments have custom fields, make sure to give the fields read access. See Classic (not available in all
Appointment Bundling Limitations. orgs) and Lightning
Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. Click Field Service Integration. The Field Service core
features, managed
c. Click Object Settings. package, and mobile app
d. Click Service Appointment. are available in Enterprise,
Unlimited, and Developer
e. For each custom field, select Read Access. Editions.
2. In the Appointment Bundle Policy, go to the Related tab.
3. In the Appointment Bundle Restriction Policies panel, click New. USER PERMISSIONS
4. Give the policy a unique name. To create items:
5. For Restriction Field Name, select the bundle member service appointment field used to apply • Customize Application
the restriction.
Considerations:
• Only service appointments with the same value can be bundled together.
• The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a
work order field.
• Unsupported lookup fields don’t appear in the list of fields for selection.
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6. To allow bundling service appointments that have an empty restriction field with service appointments that have a value in the
restriction field, select Allow Empty.
7. To apply this restriction with manual bundling, select Restrict in Manual Mode.
8. If the Restriction Field Name is of type Date/Time, you can restrict the bundle based on the calendar date rather than the time of
day by selecting Restrict by Date Only.
9. To apply this restriction to automatic bundling, select Restrict in Automatic Mode.
10. Save your changes.
SEE ALSO:
Default Appointment Bundle Policy
Create an Appointment Bundle Propagation Policy
Create a policy to determine when and how the bundle service appointment updates the fields of
EDITIONS
the bundle member service appointments. And you can create multiple propagation policies for
each bundle policy. Each propagation policy controls how one bundle member service appointment Available in: both Salesforce
field is populated. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read and edit orgs) and Lightning
access. See Appointment Bundling Limitations. Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. The Field Service core
features, managed
b. Click Field Service Integration.
package, and mobile app
c. Click Object Settings. are available in Enterprise,
d. Click Service Appointment. Unlimited, and Developer
Editions.
e. For each custom field, select Read Access and Edit Access.
2. In the Appointment Bundle Policy, go to the Related tab. USER PERMISSIONS
3. In the Appointment Bundle Propagation Policies panel, click New.
To create tasks:
4. Under Information: • Customize Application
a. Give the policy a unique name.
b. Select at least one option for whether the bundle member service appointments’ fields are updated when they’re added to or
removed from the bundle or are unbundled.
5. Under Propagation Settings:
a. In Bundle Member Field Name, select the field that’s populated by this policy. The fields in the list are service appointment fields,
not work order fields. The only exception is Skill Requirements, which is a work order field.
Don’t configure the Status field in a propagation policy. Use the Appointment Bundle Config to control how the Status field
behaves.
b. Complete the remaining fields according to the type of field selected in Bundle Member Field Name.
6. Save your changes.
Propagation Configurations
Configure your propagation policies according to the selected Bundle Member Field Name type.
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Propagation Configurations
Configure your propagation policies according to the selected Bundle Member Field Name type.
Bundle Member Field Type—Boolean
Fields to Populate Result
Bundle Field Name Replace the checkbox selection in the bundle member service
appointments according to the checkbox selection in the bundle
service appointment.
Constant Value: Enter True or False Replace the checkbox selection in the bundle member service
appointments according to the entered constant value of true or
false.
Add Constant Value: Select the checkbox Check the setting in the bundle service appointment and the
AND entered Constant Value. If one of them is False, set the checkbox
in the bundle member service appointments to False.
Constant Value: Enter True or False
Bundle Member Field Type—Date
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ date field value
with the bundle service appointment date field.
Constant Date Value: Select Null, Now, End of Day, or Start of Replace the bundle member service appointments’ date field value
Day with the selected Constant Date Value.
Add Constant Value: Select the checkbox Take the selected Constant Date Value, add the entered Additional
AND Constant Value, and populate the selected bundle member service
appointments’ field with this value.
Constant Date Value: Select Null, Now, End of Day, or Start of
Day
AND
Additional Constant Value: Enter the number of days, hours, and
minutes
Bundle Member Field Type—Lookup
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with
the bundle service appointment field value.
Constant Value: Enter text Replace the bundle member service appointments’ field value with
the entered ID.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Fields to Populate Result
Add Constant Value: Select the checkbox Add the bundle service appointment’s field value to the bundle
AND member service appointments’ field value.
Constant Value: Enter text
Note: Unsupported lookup fields don’t appear in the list of fields for selection.
Bundle Member Field Type—Numeric
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with
the bundle service appointment field value.
Constant Value: Enter a number Replace the bundle member service appointments’ field value with
the entered Constant Value.
Add Constant Value: Select the checkbox Add the bundle service appointment’s field value to the bundle
AND member service appointments’ field value.
Constant Value: Enter a number
Bundle Member Field Type—Picklist
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with
the bundle service appointment field value.
Constant Value: Enter a picklist value Replace the bundle member service appointments’ field value with
the entered Constant Value.
Bundle Member Field Type—String
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with
the bundle service appointment field value.
Constant Value: Enter text Replace the bundle member service appointments’ field value with
the entered Constant Value.
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Fields to Populate Result
Add Constant Value: Select the checkbox Add the bundle service appointment’s field value to the bundle
AND member service appointments’ field value.
Constant Value: Enter text
SEE ALSO:
Create an Appointment Bundle Config
Create an Appointment Bundle Aggregation Policy
Use the default aggregation policies, or create policies to determine when and how bundle member
EDITIONS
service appointments update the bundle service appointment fields. And you can create multiple
aggregation policies for each bundle policy. Each aggregation policy controls how one bundle Available in: both Salesforce
service appointment field is populated. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read and edit orgs) and Lightning
access. See Appointment Bundling Limitations. Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. The Field Service core
features, managed
b. Click Field Service Integration.
package, and mobile app
c. Click Object Settings. are available in Enterprise,
d. Click Service Appointment. Unlimited, and Developer
Editions.
e. For each custom field, select Read Access and Edit Access.
2. In the Appointment Bundle Policy, go to the Related tab. USER PERMISSIONS
3. In the Appointment Bundle Aggregation Policies panel, click New.
To create items:
4. Under Information: • Customize Application
a. Give the policy a unique name.
b. To set the order that triggers this aggregation, in Aggregation Order, enter a unique number. For example, enter 1 to trigger
this policy first.
c. In Recordset Filter Criteria, enter a recordset filter criteria to aggregate the bundle members. You can aggregate only the service
appointments that meet this criteria.
d. If you don’t want this aggregation policy to apply to bundle members that are added after the bundle is created, select Aggregate
only when the bundle is created.
5. Under Aggregation Settings:
a. In the Bundle’s Target Field, select a bundle service appointment field. This field is populated by the aggregation. The fields in
the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field.
Don’t configure the Status field in an aggregation policy. Use the Appointment Bundle Config to control how the Status field
behaves.
If you select a formula field in the Source Field, select a matching field type in the Bundle’s Target Field.
b. Select an aggregation action that works with the type of field selected for the bundle’s target field.
c. Complete the remaining fields according to the type of field selected for the bundle’s target field.
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6. Save your changes.
Aggregation Configurations
You can create a custom aggregation for any bundle service appointment field.
Aggregation Configurations
You can create a custom aggregation for any bundle service appointment field.
Aggregation Field Type—Boolean
Aggregation Actions Fields to Populate Result
Apply OR operation Source Field If the selected bundle member field’s value
for any bundle members is set to true, set
the selected bundle field’s value to true. If
not, set it to false.
Apply AND operation Source Field If the selected bundle member field’s value
for all bundle members is set to true, set the
selected bundle field’s value to true. If not,
set it to false.
Set constant value Constant Value—Enter True or False Ignore the values of the bundle member’s
field, and set the selected bundle’s field to
this value (true or false).
Has at least one bundle member in filter Recordset Filter Criteria If at least one bundle member meets the
criteria recordset filter criteria, set the selected
bundle’s field value to true. If not, set it to
false.
Aggregation Field Type—Date
Aggregation Actions Fields to Populate Result
Find earliest Source Field Find the bundle member that has the
earliest date, and enter this date in the
selected bundle field.
Find latest Source Field Find the bundle member that has the latest
date in the selected bundle member field,
and enter this date in the selected bundle
field.
Set constant value Constant Date Value—Select Null, Now, Ignore the values of the bundle member’s
End of Day, or Start of Day field, and set the selected bundle’s field to
this constant value (Null, Now, End of Day,
or Start of Day).
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Salesforce Field Service Set Up Field Service Appointment Bundling
Aggregation Actions Fields to Populate Result
Sum based on bundle fields • Source Field Take the selected bundle field’s value, add
the constant value, and enter this date in
• Constant Value—in hours
the selected bundle field.
OR
OR
• Source Field
Take the selected bundle field’s value, add
• Additional Source Field (must be a the additional bundle field’s value, and enter
numeric field in hours) this date in the selected bundle field.
Subtract based on bundle fields • Source Field Take the selected bundle field’s value,
subtract the entered constant value, and
• Constant Value—in hours
enter this date in the selected bundle field.
OR
OR
• Source Field
Take the selected bundle field’s value,
• Additional Source Field (must be a subtract the additional bundle field’s value,
numeric field in hours) and enter this date in the selected bundle
field.
Aggregation Field Type—Lookup
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the
lowest ID, and enter this value in the
selected bundle field.
Find maximum Source Field Find the bundle member that has the
highest ID, and enter this value in the
selected bundle field.
Set constant value Constant Value—Enter an ID Enter this ID in the selected bundle’s field.
Note: Unsupported lookup fields don’t appear in the list of fields for selection.
Aggregation Field Type—Numeric
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the
lowest numeric value, and enter this value
in the selected bundle field.
Find maximum Source Field Find the bundle member that has the
highest numeric value, and enter this value
in the selected bundle field.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Aggregation Actions Fields to Populate Result
Set constant value Constant Value Ignore the values of the bundle member’s
field, and enter this constant value in the
selected bundle’s field.
Set downscaled duration • Downscale Sorting Direction 1. Sort the bundle members according to
You can apply this action to any numeric • (Optional) Maximum Bundle Duration the selected source field in the direction
field, not just duration fields. defined in the Downscale Sorting
• Source Field
Direction field.
• At least one Appointment Bundle
Aggregation Duration Downscale form 2. Take the bundle members in the range
(see Create Appointment Bundle defined by the From Bundle Member
Aggregation Duration Downscales) Number and To Bundle Member
Number fields (in the Appointment
Bundle Aggregation Duration
Downscales form).
3. Calculate the reduction applied to each
bundle member according to the
Percentage of Reduction field.
4. For each bundle member, compare the
result to the Max Reduction field.
• If the max reduction is higher,
reduce the result of the Percentage
of Reduction calculation from the
duration of the bundle member.
• If the max reduction is lower, reduce
the value of the Max Reduction field
from the duration of the bundle
member.
5. If you have defined additional
Aggregation Duration Downscaling
forms, also consider them.
6. Sum the results of all the calculated
durations of the bundle members.
7. Compare the calculated bundle
duration result to the value entered in
the Maximum Bundle Duration field. If
the maximum bundle duration is lower,
use this value.
Subtract based on bundle fields • Source Field Take the selected bundle field’s value,
subtract the entered constant value, and
• Constant Value
enter this number in the selected bundle
OR field.
• Source Field OR
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Salesforce Field Service Set Up Field Service Appointment Bundling
Aggregation Actions Fields to Populate Result
• Additional Source Field (must be a Take the selected bundle field’s value,
numeric field in hours) subtract the additional bundle field’s value,
and enter this number in the selected
bundle field.
Sum based on bundle fields • Source Field Take the selected bundle field’s value, add
the entered constant value, and enter this
• Constant Value
number in the selected bundle field.
OR
OR
• Source Field
Take the selected bundle field’s value, add
• Additional Source Field (must be a the additional bundle field’s value, and enter
numeric field in hours) this number in the selected bundle field.
Sum based on bundle members • Source Field Sum the values of the selected bundle
member field, and enter this number in the
• (Optional) Constant Value
selected bundle field.
OR
Add the constant value to each bundle
member’s field value, sum the values, and
enter this number in the selected bundle
field.
Count Bundle Members in Filter Criteria Recordset Filter Criteria Count how many bundle members answer
the recordset filter criteria, and enter this
number in the selected bundle field.
Aggregation Field Type—Picklist
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the
lowest alphabetic or numeric value, and
enter this value in the selected bundle field.
Find maximum Source Field Find the bundle member that has the
highest alphabetic or numeric value, and
enter this value in the selected bundle field.
Set constant value Constant value—According to the values Use the entered constant value for the
in this field’s picklist selected bundle field’s value.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Aggregation Field Type—Picklist-Multi
Aggregation Actions Fields to Populate Result
Clear value — Leave the selected bundle’s field empty.
Intersect Source Field Take only the values from the bundle
member field that appear in all of the
bundle members, and list them in the
bundle’s field.
Unite Source Field Take all the values from the bundle
member’s field and list them in the bundle’s
field.
Aggregation Field Type—Skills, Bundle’s Target Field—Skill Requirements
Aggregation Actions Fields to Populate Result
Clear value — Leave the selected bundle’s field empty.
Intersect — Take only the skills that appear in all the
bundle members, and list them in the
bundle’s field.
The level for each skill is taken from the
bundle member with the lowest level. Null
is considered the lowest level.
Unite — Take all the skills from the bundle members
and list them in the bundle’s field.
The level for each skill is taken from the
bundle member with the lowest level. Null
is considered the lowest level.
Note: If the skills are updated in a bundle member service appointment after the bundle is created, the skills aren’t aggregated
to the bundle service appointment. Update the bundle service appointment’s skills manually.
Aggregation Field Type—String
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the
lowest alphabetic value, and enter this value
in the selected bundle field.
Find maximum Source Field Find the bundle member that has the
highest alphabetic value, and enter this
value in the selected bundle field.
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Salesforce Field Service Set Up Field Service Appointment Bundling
Aggregation Actions Fields to Populate Result
Set constant value Constant Value Enter this constant value in the selected
bundle’s field.
Sum based on bundle members • Source Field List the values of the selected bundle
member field in the selected bundle field.
• (Optional) Allow the same value to
To allow the same value to appear more
appear more than once
than once, select Allow the same value
to appear more than once.
Appointment Bundling Limitations:
• Make sure that the length of the string
field can contain enough values to
populate the bundle service
appointment field. From Setup, open
the Object Manager. Click Service
Appointment, and then click Fields &
Relationships. Edit the length under
Text Options.
• If you select to allow the same value to
appear more than once, make sure that
the field’s configuration settings support
it. From Setup, open the Object
Manager. Click Service Appointment,
and then click Fields & Relationships.
Edit the relevant field, and deselect Do
not allow duplicate values.
Sum based on bundle fields • Source Field Take the selected bundle field value, add
the additional bundle field value, and enter
• Additional Source Field
this value in the selected bundle field.
OR
OR
• Constant Value
Take the entered constant value, add the
• Additional Source Field additional bundle field value, and enter this
value in the selected bundle field.
SEE ALSO:
Create an Appointment Bundle Config
Default Appointment Bundle Policy
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Salesforce Field Service Set Up Field Service Appointment Bundling
Create Appointment Bundle Aggregation Duration Downscales
Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle
EDITIONS
member service appointments. You can create multiple aggregation duration downscales.
1. If your service appointments have custom fields, make sure to give the fields read and edit Available in: both Salesforce
access. See Appointment Bundling Limitations. Classic (not available in all
orgs) and Lightning
2. Open an appointment bundle aggregation policy that has Aggregation Action defined as Set
Experience
downscaled duration.
3. In the Appointment Bundle Aggregation Policy, go to the Related tab. The Field Service core
features, managed
4. In the Appointment Bundle Aggregation Duration Downscales panel, click New. package, and mobile app
5. Give the policy a unique name. are available in Enterprise,
Unlimited, and Developer
6. For From Bundle Member Number, enter the first bundle member’s number that the downscale Editions.
applies to.
7. For To Bundle Member Number, enter the last bundle member’s number that the downscale
USER PERMISSIONS
applies to. To always downscale to the last bundle member, leave this field empty.
8. Enter the percentage of reduction. To create items:
• Customize Application
9. For Max Reduction, enter the maximum reduction for a bundle member service appointment,
in minutes.
10. Save your changes.
Example: A printer maintenance company must fix multiple printers in the same office building. For the first service appointment,
the mobile worker needs time for parking, passing the building’s security clearance, organizing the tools, and then fixing the
printer. But when the mobile worker gets to the second service appointment, they can go straight to fixing the printer. In this
scenario, to get a better estimate of the bundle’s duration, configure the downscaling to start from the second bundle member.
Note: If you define aggregation duration downscales where the service appointments overlap and include Max Reduction values,
it can lead to inaccurate results. See Appointment Bundling Limitations.
Create Appointment Bundle Policy Service Territories
Define one service territory for each bundle policy. Only service appointments in the defined service
EDITIONS
territory can be added to the bundle. For automatic bundling, you need at least one Appointment
Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories Available in: both Salesforce
are optional. Classic (not available in all
orgs) and Lightning
Note: Although you can define more than one service territory for a bundle policy, it isn’t
Experience
recommended. If you do define more than one service territory for a bundle policy, make
sure that the enhanced scheduling and optimization setting for all the service territories The Field Service core
matches. If this setting is enabled in one service territory and disabled in another, the bundles features, managed
created with the bundle policy can’t be updated. See Appointment Bundling Limitations. package, and mobile app
are available in Enterprise,
1. In the Appointment Bundle Policy, go to the Related tab.
Unlimited, and Developer
2. In the Appointment Bundle Policy Service Territories panel, click New. Editions.
3. Give the policy a unique name.
4. Select the service territory for the bundle policy. USER PERMISSIONS
Note: You can bundle together only service appointments with the same service territory To create items:
in the same time zone. See Appointment Bundling Limitations. • Customize Application
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5. Save your changes.
Create an Appointment Bundle Config
Use the default configuration, or edit it to determine the status behavior when bundling and
EDITIONS
unbundling service appointments. These configuration settings apply to all your bundles.
Note: The bundle config must match the configured Status Transitions. See Customize the Available in: both Salesforce
Service Appointment Life Cycle. Classic (not available in all
orgs) and Lightning
1. From the App Launcher, open Appointment Bundle Configs. Experience
If you don’t see Appointment Bundle Configs in the App Launcher:
The Field Service core
a. From Setup, in the Quick Find box, enter Users, and then select Profiles. features, managed
package, and mobile app
b. On the Salesforce admin profile, click Edit.
are available in Enterprise,
c. From Profile Detail, click Edit. Unlimited, and Developer
d. Under Tab Settings, set the bundle tabs to Default On. Editions.
USER PERMISSIONS
To create items:
• Customize Application
e. Save your changes and refresh your browser.
2. On the Appointment Bundle Configs page, edit the default bundle configuration.
3. Under General Settings:
a. Give the bundle a unique name.
b. Select the statuses in which you can add or remove service appointments from a bundle. If you don’t select any statuses,
appointments with any status can be added or removed from a bundle. We recommend selecting at least the None and
Scheduled statuses.
c. To add travel time between the bundle member service appointments to the bundle’s duration according to their sort order,
select Add travel time to bundle duration.
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Considerations:
• Travel time is added only if the bundle member service appointments include coordinates and the travel speed is set. To
make sure the values are set for travel speed unit and default travel speed, open Field Service Settings, select Scheduling,
and then select Routing.
• The entered default travel speed is used for calculating the travel time between bundle member service appointments, even
if travel speed is specified for the service resources assigned to the service appointments.
• The distance between the service appointments is based on aerial distance.
• Travel time between the bundle member service appointments is also affected by the service resource’s efficiency. See
Appointment Bundling Limitations.
Example: A service resource is assigned to a bundle that includes two service appointments of two hours each and a travel
time between them of one hour. If the service resource doesn’t have a defined efficiency, the duration of the bundle is 2 hr
(service appointment A) + 1 hr (travel time) + 2 hr (service appointment B) = 5 hr. If the service resource has a defined
efficiency of 0.5, the duration of the bundle is: 1 hr (service appointment A) + 0.5 hr (travel time) + 1 hr (service appointment
B) = 2.5 hr.
4. Under Unbundling Settings:
a. Select the status of a service appointment after it’s removed from a bundle, and select the statuses you don't want to update.
b. To prevent automatic unbundling, leave the Criteria for Automatic Unbundling field blank. Otherwise, enter the recordset filter
criteria.
5. Under Status Transition Settings, select which bundle service appointment statuses to add or not propagate.
6. Save your changes.
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Test Your Appointment Bundling Configuration
After completing the configuration steps for appointment bundling, test it in Field Service.
EDITIONS
1. Open Field Service.
Available in: both Salesforce
2. From the appointment list, select one or two service appointments.
Classic (not available in all
3. From the global actions list, select Bundle. orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
To update configuration:
4. In the Bundle Appointments window, select Create bundle, and then select a bundle policy. • Customize Application
5. Save the bundle.
6. If you get error messages, resolve the configuration issues accordingly.
7. If you get a system error message about your remote site settings:
a. Copy the URL from the error message.
b. From Setup, in the Quick Find box, enter Security, and then select Remote Site Settings.
c. Click New Remote Site.
d. Enter a name, for example AppointmentBundling.
e. For Remote Site URL, enter the URL that you copied from the error message.
f. Save the remote site.
When a bundle is created:
• Appointment list—The new bundle service appointment appears in the appointment list.
Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the
Gantt.
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Indicates that the appointment is a bundle member service appointment.
• Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle
is scheduled on the Gantt. If not, the bundle must be scheduled.
• Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service
appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are
sorted according to their due date in ascending order.
• Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service
appointment. This information can’t be edited.
The Bundle Information fields can’t be selected to display in a list view. See Appointment Bundling Limitations
Appointment Bundling Limitations
Review the limitations of Appointment Bundling.
EDITIONS
Aggregation Duration Downscales Available in: both Salesforce
Classic (not available in all
• When you define more than one aggregation duration downscale, they aren’t evaluated in any orgs) and Lightning
particular order. If your duration downscales include overlapping service appointments and Experience
include Max Reduction values, it can lead to inaccurate results.
The Field Service core
• Custom fields for service appointments used in aggregation duration downscales must have
features, managed
read and edit access.
package, and mobile app
See Create Appointment Bundle Aggregation Duration Downscales. are available in Enterprise,
Unlimited, and Developer
Editions.
Aggregation policies
• Custom fields for service appointments used in aggregation policies must have read and edit
access.
• For the Allow the same value to appear more than once option, make sure that Do not allow duplicate values isn’t selected
in the field’s configuration settings.
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• For string aggregations with the Sum Based on Bundle Members action, make sure that the length of the string field can contain
enough values to populate the bundle service appointment field.
See Create an Appointment Bundle Aggregation Policy.
Bundle Member Service Appointments related list
• The Sort By option is set to Default. Other options aren’t supported.
• The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is determined by the
Appointment Bundle Sort Policy.
• Using the arrow that changes the order of the appointments according to a specific column overrides the order determined in the
Appointment Bundle Sort Policy.
Bundle policies
• The Allow Scheduling Dependencies in Bundle field isn’t supported.
• You can create more than one service territory policy for a bundle policy, but it isn’t recommended. The dispatcher can only bundle
together service appointments with the same service territory in the same time zone. If you define more than one service territory
for a bundle policy, make sure that the enhanced scheduling and optimization setting in all the service territories matches. If the
setting is enabled in one service territory and disabled in another, the bundles created with the bundle policy can’t be updated.
• You can delete a bundle policy even if it’s already in use. However, you can’t perform actions on a bundle that was created using
that policy, such as add or remove bundle members or unbundle a bundle.
• Custom fields for service appointments used in bundle policies must have read access.
See Create an Appointment Bundle Policy.
Experience Site users
Experience Site users don’t have the Bundle Policy field in the service appointment’s Bundle tab. See Add Permissions for Service
Appointment Bundling.
Localization
If you change the API name of the None status after enabling Appointment Bundling, you must refresh the cache. To refresh the cache,
edit and save your Bundle Config or any bundle policy.
Optimization
A scheduled path in a record-triggered flow doesn’t always work with optimization when Enhanced Scheduling and Optimization is
enabled. In this case, the optimization updates are done by the platform integration user who has a session-based permission set that
isn't active during the scheduled path’s execution. To grant this user the necessary permission, clone the Field Service Integration
permission set, disable the Session Activation Required option, and then save. Then assign this permission set to the platform integration
user. You can add more permission sets to this user if it’s necessary.
Propagation policies
Custom fields for service appointments used in aggregation policies must have read and edit access. See Create an Appointment Bundle
Propagation Policy.
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Salesforce Field Service Setting Field Service Key Performance Indicators
Recordset filter criteria
Inactive recordset filter criteria aren’t supported. See Create Recordset Filter Criteria for Bundling Appointments.
Restriction policies
Custom fields for service appointments used in sort policies must have read access. See Create an Appointment Bundle Restriction Policy.
Scheduling
Bundle member service appointments can’t be part of complex work with scheduling dependencies. See Create a Field Service Bundle
Manually.
Service Appointments list view
The Bundle Information fields from the service appointment’s details can’t be selected to display in a list view. See Create a Field Service
Bundle Manually and Test Your Appointment Bundling Configuration.
Sort policies
Custom fields for service appointments used in sort policies must have read access. See Create an Appointment Bundle Sort Policy.
Travel time
• Travel time between the bundle member service appointments is also affected by the service resource’s efficiency.
• When you unbundle a bundle that includes travel time, the line that indicates travel between service appointments doesn’t appear
on the Gantt.
See Create an Appointment Bundle Config.
Setting Field Service Key Performance Indicators
Key Performance Indicators (KPIs) are crucial when scoping your business's needs and aligning them with what Field Service provides.
For example, KPIs can help you make smart business decisions by setting efficient schedules and sending workers with the right skills
and tools for the job.
Implementing KPI Improvements
The mobile worker needs to be equipped with both information, knowledge and parts (when needed):
• Where the job is.
• History of the customer.
• History of any assets.
• How to complete all the steps of the work, or have the ability to collaborate remotely with another resource.
• Checklists and work plans for the necessary steps required.
• Visibility into all safety protocols and compliance requirements.
There are six provided metrics to measure progress, from the tactical – such as first-time fix rate and time to site – to the strategic:
customer satisfaction.
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Salesforce Field Service Setting Field Service Key Performance Indicators
Reduce Call Volume
If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, implement the following:
• Self-service capabilities: Enable self-service through a customer portal on your site or your customer-facing app.
• Automated notifications: Keep customers in the know with automated updates via email, SMS, or the customer portal when a mobile
worker is nearby or if there is a delay.
• Live tracking: Give customers the ability to see where a mobile worker is on a map with an arrival calculation, similar to what you
would see on a ride-sharing app.
Improve Time to Site
If you’ve implemented a connected solution but mobile workers are still not getting to their job sites on time, leverage the following:
• Route optimization: Help dispatchers effectively manage each location, find the shortest routes, and facilitate planning journeys
with a full map view from their screen.
• Intelligent planning: Eliminate dispatcher bias by using intelligence with a full view of the field to assign (and reassign) the right
mobile worker for each job based on location, availability, skill set, and equipment.
• Geolocation tracking: Embed GPS technology into the field service app to navigate mobile workers to the shortest route to site and
give dispatchers a bird’s eye view of resources in the field.
Boost Number of Jobs Per Day
Ensure dispatchers are using workforce analytics to assign jobs based on a set of business rules:
• Location
• Skill set
• Worker availability
• Equipment availability
• Inventory on hand
Increase First-Time Fix Rates
If mobile workers still struggle with first-visit resolution, ensure they have the best mobile capabilities in the field:
• Consolidated information: Give mobile workers access to job information, customer data, task details, asset history, connected device
insight, and schedules from their mobile devices to prepare them before they even walk through the door.
• Offline and online capabilities: With offline capabilities, mobile workers can download customer information ahead of time and log
updates offline that sync once reconnected to data or Wi-Fi.
• Ongoing support: Empower mobile workers with helpful resources for more complex cases, such as knowledge articles and video
tutorials available from their app.
Reduce Costs
To reduce costs, consider the following:
• Faster time to invoice: By giving mobile workers a digital notice through their app, job completion is confirmed from their mobile
device, and customers are invoiced faster.
• Flow of processes: Optimize field service with a simple flow of processes that require minimal effort through field service automation.
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Salesforce Field Service Set Up for Product Warranties in Field Service
• Job status: Mobile workers log updates before, during, and after appointments to give dispatchers a real-time view of job status and
effectively create planning journeys.
Improve Customer Satisfaction
You can close the feedback loop with a short survey, open-ended questionnaire, or direct outreach on everything from appointment
booking to the experience with a mobile worker.
Set Up for Product Warranties in Field Service
To have new assets automatically pick up the standard warranty for a product, set up a flow, process
EDITIONS
builder, or trigger.
Available in: both Salesforce
SEE ALSO: Classic (not available in all
orgs) and Lightning
Build a Flow
Experience
Create a Process
The Field Service core
Triggers
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Set Up Product Service Campaigns in Field Service
If your Salesforce org was created before Spring ’21, add the Product Service Campaign Item related
EDITIONS
list to Product Service Campaign.
Available in: both Salesforce
SEE ALSO: Classic (not available in all
orgs) and Lightning
Manage Product Service Campaigns in Field Service
Experience
Add the Files Related List to Page Layouts
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
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Salesforce Field Service Set Up Field Service Asset Availability and Reliability Reporting
Set Up Field Service Asset Availability and Reliability Reporting
Get information on asset availability and reliability by recording details of asset downtime in Field
EDITIONS
Service.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Available in: both Salesforce
Classic (not available in all
2. Click the profile you want to provide with access.
orgs) and Lightning
3. Click Edit. Experience
4. Under Administrative permissions, select Field Service Standard. The Field Service core
5. Under Standard Object Permissions, give read or read/write access to Assets. Save your changes. features, managed
package, and mobile app
6. Under Field-Level Security, click View next to Asset.
are available in Enterprise,
7. Click Edit and grant: Unlimited, and Developer
a. read access to the Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Editions.
Downtime fields.
b. read/write access to the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields.
8. Save your changes.
9. Add the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields to the Asset page layout. Also add
your choice of Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Downtime fields.
SEE ALSO:
Track Availability and Reliability in Field Service
Set Up Field Service in Experience Cloud Sites
Keep customers, partners, and contractors in the loop about field service work by adding field
EDITIONS
service objects to your Experience Cloud site.
If you use an Experience Cloud site to connect with your business partners, employees, or customers, Available in: both Salesforce
keeping the communication lines open is key to field service success. For example, add work orders Classic (not available in all
and service appointments to a partner site to stay in sync with contractors. Or, add return orders orgs) and Lightning
and return order line items to a site to coordinate customer returns. Field service objects are Experience
supported in Experience Builder sites and in Salesforce Tabs + Visualforce sites. The Field Service core
1. To set up field service objects in an Experience Builder site: features, managed
package, and mobile app
a. Create an object page in the Pages menu in Experience Builder.
are available in Enterprise,
b. When prompted to choose a Salesforce object, choose a field service object. Three related Unlimited, and Developer
pages are automatically created for the new object page: a record detail page, a record list Editions.
page, and a related list page. To use a Visualforce Lightning component in an Experience
Builder site, add the Visualforce page from the managed package to the record detail page.
USER PERMISSIONS
c. To expose the field in your customer-facing site add it to the Navigation Menu.
To create, customize, or
2. To set up field service objects in a Salesforce Tabs + Visualforce site, add the objects as tabs. publish an Experience Cloud
For help adding tabs and giving users access to them, see Add Tabs to Your Experience Cloud site:
Site. • Create and Set Up
Experiences AND View
3. Optionally, configure guest user access to work orders. By default, guest users in sites can’t view Setup and Configuration
or create work orders.
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Salesforce Field Service Set Up Field Service in Experience Cloud Sites
a. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites.
b. Select Builder next to the site whose guest users need access to work orders.
c. In the left-hand panel, click Settings, and then click the name of the guest user profile.
d. In the Standard Object Permissions section, configure access to work orders and save your changes.
Note: Linked articles, which are knowledge articles attached to supported field service records, aren’t supported in Experience
Builder sites.
Add the Field Service Dispatcher Console to an Experience Builder Site
Hand over the dispatching reins to a field service contractor manager by embedding the dispatcher console in an Experience Builder
site.
Provide Access to Asset Availability and Reliability Information in Field Service
Let Experience Cloud site users view or record asset downtime details and view information on asset availability and reliability.
SEE ALSO:
Set Up and Manage Experience Cloud Sites
Objects Supported by Out-of-the-Box Components and Pages in Experience Builder Templates
Visualforce Page Component
Field Service Objects
Guidelines for Setting Up Field Service Contractors
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Salesforce Field Service Set Up Field Service in Experience Cloud Sites
Add the Field Service Dispatcher Console to an Experience Builder Site
Hand over the dispatching reins to a field service contractor manager by embedding the dispatcher
EDITIONS
console in an Experience Builder site.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
1. Add the dispatcher console to your Experience Builder site. orgs) and Lightning
a. In Experience Builder, open the Pages menu on the top toolbar. Experience
b. Click New Page at the bottom of the Pages menu. The Field Service core
features, managed
c. Click Standard Page, and follow the prompts to create your page. Give it a helpful name,
package, and mobile app
like Dispatcher Console.
are available in Enterprise,
d. Assign the page a one-column layout. Unlimited, and Developer
Editions.
e. From the Components menu, drag a Visualforce Page component to the Content section
of the page. Set the component’s properties as follows:
• VF Page name: vf001_ServiceExpert USER PERMISSIONS
• Height: Any value (we suggest 800 pixels) To create, customize, or
• Record ID: Leave unchanged—{!recordId} publish an Experience Cloud
site:
f. Open the navigation menu and add a menu item. Use the following settings: • Create and Set Up
Experiences AND View
• Name: Any value (for example, Dispatcher Console) Setup and Configuration
• Type: Community Page
To create a permission set:
• Page: Select the page you created earlier • Manage Profiles and
Permission Sets
g. In the Members section, select the Field Service Community Dispatcher Permissions to be
To assign a permission set
allowed in the site.
license:
h. Publish your changes. • Manage Users
2. Give site users access to the new dispatcher console page. To use the dispatcher
console in a site:
a. Confirm that the site users who need access to the dispatcher console have a Partner • Partner Community
Community user license. license and Field Service
Dispatcher permission
b. Confirm that a service territory has been created for the contractor. For details, see Guidelines
set license
for Setting Up Field Service Contractors.
c. Create the site dispatcher permission sets. From the App Launcher, find and open the Field
Service Admin app, and then click Field Service Settings. Then, click Getting Started > Permission Sets.
d. Find the Field Service Community Dispatcher tile. Confirm that the tile shows a message indicating that the permission set is
current. If it doesn’t, click Create Permissions.
e. Assign two permission sets to the site users who need access to the dispatcher console:
• Field Service Community Dispatcher License permission set
• Field Service Community Dispatcher Permissions permission set
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Salesforce Field Service Set Up Visual Remote Assistant for Field Service
Note: Site dispatchers can’t access the complex work feature—for details, see Complex Work in Field Service—or Live Gantt
updates.
SEE ALSO:
Customize the Field Service Dispatcher Console
Work in the Field Service Dispatcher Console Gantt
Provide Access to Asset Availability and Reliability Information in Field Service
Let Experience Cloud site users view or record asset downtime details and view information on
EDITIONS
asset availability and reliability.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Available in: both Salesforce
Classic (not available in all
2. Click the Experience Cloud site user profile you want to provide with access.
orgs) and Lightning
3. Click Edit. Experience
4. Under Administrative permissions, select Field Service Standard. The Field Service core
5. Under Standard Object Permissions, give read or read/write access to Assets. Save your changes. features, managed
package, and mobile app
6. Under Field-Level Security, click View next to Asset.
are available in Enterprise,
7. Click Edit and grant read access to the Availability and Reliability fields. Click Save your changes. Unlimited, and Developer
Editions.
Note: Access to asset downtime related list is not available for guest users.
SEE ALSO:
Track Availability and Reliability in Field Service
Set Up Visual Remote Assistant for Field Service
Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve
EDITIONS
efficiency while reducing costs by delivering service from anywhere.
Watch the video to learn about Visual Remote Assistant from an agent’s perspective. Available in: Lightning
Experience
Watch a video
The Field Service core
Watch the video to learn how Visual Remote Assistant can impact your customer engagement features, managed
practices. package, and mobile app
are available in Enterprise,
Watch a video Unlimited, and Developer
Editions.
Customers prefer to resolve their issues effortlessly, right now, and without bringing technicians
on site. Businesses and workers are concerned for employee safety. Remote sales people, call center When the managed
agents or field technicians can solve a customer’s problem visually, while guiding them on-screen package is installed,
through each step and verifying a successful resolution. scheduling and optimization
consider shift availability.
Visual sessions imagery is retained for future reference and becomes an integral part of the company’s
Confirmed shifts appear on
customer journey assets.
the Gantt.
• No app download or additional software installation is required.
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Salesforce Field Service Set Up Visual Remote Assistant for Field Service
• Customers launch the visual session in a mobile web browser by clicking a link sent to them via SMS, email or in a digital
communications platform message.
• Visual Remote Assistant works even on low or variable bandwidth connections to preserve the visual session.
If you’re a Salesforce admin or a Salesforce implementer, these instructions and reference resources are for you. Follow the sections in
sequence to ensure optimal use of Visual Remote Assistant for superior customer experience. Consider involving additional stakeholders
who are in charge of new systems implementations.
Install Visual Remote Assistant
To use the Visual Remote Assistant, install the managed package. See Install a Package.
To configure Visual Remote Assistant with other Salesforce products, see Visual Remote Assistant for Salesforce.
Note: Make sure to select the All Users option in the installation package.
Roll Out Visual Remote Assistant
A successful rollout ensures full business KPI impact potential, and allows for optimal processes redesign and business outcomes. Two
rollout approaches are available.
• Simplified, quick onboarding, suitable for a very small number of Visual Remote Assistant users. See the essential Visual Remote
Assistant self-learning Trailhead module (login required).
• Thorough, methodical, and fully customizable, suitable for more complex customer journeys and larger number of licenses. See:
– Complete onboarding methodology guide
– Customizable agent training slide deck
Advanced Visual Remote Assistant Implementations
Access these resources to learn more about verticals, use cases, and Salesforce products together with Visual Remote Assistant such as
flows, scheduling, Community Portal, Experience Cloud site. Each link covers a different dimension of extended Visual Remote Assistant
implementations:
• Empower customers with real-time visual support
• Deliver Service Anytime, Anywhere With Visual Remote Assistance
• Drive Revenue with VRA Solutions using this vertical by use-case matrix
Visual Remote Assistant Community in Trailhead
The Visual Remote Assistant Trailhead group is the community’s gate. Visual Remote Assistant users, admins, and partners can find
responses to their questions, speak with Salesforce’s experts, suggest ideas, and get guidance and advice. Trailhead is regularly updated
and enriched to make sure that Visual Remote Assistant can enhance customer experience throughout their journey. See the Visual
Remote Assistant Trailhead group.
Note: To use Visual Remote Assistant, you must provide your own internet or package of data and phone line. Neither are included
in the managed package.
SEE ALSO:
Admin Manual: Visual Remote Assistant
Agent Manual
Installation & Configuration Manual
Product Description
Security & Privacy Document
Trailhead: Visual Remote Assistant
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Salesforce Field Service Set Up After Field Service Sandbox Refresh
Set Up After Field Service Sandbox Refresh
After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active.
EDITIONS
Then configure your Salesforce sandboxes to use independent remote sites for street-level routing
(SLR) and optimization services, and verify your default policies and operating hours. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. Verify that sandbox remote sites are active. From Setup, in the Quick Find box, enter Remote Experience
Site Settings, and then select Remote Site Settings. Activate the FSL_GIS_SB and
The Field Service core
FSL_Optimize_SB sites. Reauthenticate your optimization user and register street-level routing.
features, managed
2. Register street-level routing. To register SLR, in the Field Service Admin app, select the Field package, and mobile app
Service Settings tab and then select Scheduling. Select Routing and click the Register button are available in Enterprise,
if shown. Unlimited, and Developer
Editions.
3. Reactivate Optimization. See Set Up Optimization
4. In the managed package Field Service Settings app, verify the following:
USER PERMISSIONS
If you refreshed a developer sandbox, you must first create operating hours and scheduling
policies and then verify. To configure settings in the
a. Default Emergency Policy and Default Scheduling Policies. See Create and Manage Field Service Admin app and
Field Service Settings app:
Scheduling Policies
• Field Service Admin
b. Default Operating Hours. See Guidelines for Creating Operating Hours for Field Service Permission Set
c. Optimization Scheduled Jobs policy. See Set Up and Run Optimization Jobs To configure remote
settings:
d. Scheduling Recipes Policies. See Create Scheduling Recipes for Common Events
• Customize Application
5. Run health check. See Test Your Field Service Configuration with Health Check or Modify All Data
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Salesforce Field Service Report on Field Service
Report on Field Service
Create report types to track field service activity in your org. To take your reporting a step further,
EDITIONS
use the Field Service Analytics App.
You can create a variety of custom report types to stay informed about field service records. Available in: both Salesforce
Classic (not available in all
1. From Setup, enter Report Types in the Quick Find box, then select Report Types and
orgs) and Lightning
click New Custom Report Type.
Experience
2. In the Primary Object dropdown menu, select the field service object you want to report on:
The Field Service core
Note: This table doesn’t include feed objects that are available as secondary objects. features, managed
package, and mobile app
are available in Enterprise,
Primary Object Description Available Secondary
Unlimited, and Developer
Objects
Editions.
Accounts View accounts’ maintenance Field service objects:
plans, product requests, Maintenance Plans USER PERMISSIONS
return orders, resource
preferences, and work orders. Product Requests To create or update custom
Product Request Line Items report types:
• Manage Custom Report
Resource Preferences
Types
Return Orders
To create a public reports
Work Orders folder:
• Manage Public Reports
Assets View assets’ maintenance Field service objects:
plans, replacements, and work Asset Relationships
orders.
Maintenance Assets
Work Orders
Cases View cases’ work orders, Field service objects:
return orders, and product Product Requests
requests.
Product Request Line Items
Return Orders
Work Orders
Contacts View contacts’ maintenance Field service objects:
plans, service appointments, Maintenance Plans
return orders, and work
orders. Return Orders
Service Appointments
Work Orders
Locations View locations’ maintenance Addresses
plans, parts, part transfers, and Assets
more.
Maintenance Plans
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Salesforce Field Service Report on Field Service
Primary Object Description Available Secondary Objects
Product Items
Product Requests (Source Location)
Product Requests (Destination Location)
Product Request Line Items (Source
Location)
Product Request Line Items (Destination
Location)
Product Transfers (Source Location)
Product Transfers (Destination Location)
Service Resources
Service Territory Locations
Shipments (Source Location)
Shipments (Destination Location)
Return Orders (Source Location)
Return Orders (Destination Location)
Work Orders
Work Order Line Items
Maintenance Plans View maintenance plans’ work orders and Maintenance Assets
assets. Work Orders
Operating Hours View the operating hours of service Service Territories
territories and their members. Time Slots
Orders View an order’s associated return orders. Field service objects:
Return Orders
Product Items View the transfer, consumption, and Product Transfers
replenishment of parts in your inventory. Products Consumed
Product Item Transactions
Product Request Line Items View the transfers related to parts in your Product Transfers
inventory.
Product Requests View the line items and return orders Product Request Line Items
associated with product requests. Return Orders
Products View product requirements, transfers, Field service objects:
requests, return order line items, and parts. Assets
Product Items
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Salesforce Field Service Report on Field Service
Primary Object Description Available Secondary Objects
Products Required
Product Request Line Items
Product Transfers
Return Order Line Items
Product Transfers View product quantity, origin and None
destination locations, and owner of
product transfers.
Return Orders View return orders’ line items. Return Order Line Items
Service Appointments Compare the differences between Assigned Resources
scheduled and actual appointment times,
and analyze trends in resource assignment
on appointments.
Service Contracts View service contracts’ maintenance plans Field service objects:
and work orders. Maintenance Plans
Work Orders
Service Crews View appointments that crews are Assigned Resources
assigned to and information about crew Service Crew Members
members.
Service Resources Compare service resources’ capacities, Assigned Resources
absences, and skills, and view the Resource Absences
territories they belong to and service
appointments and crews they are assigned Resource Capacities
to. And, see which accounts or work orders Resource Preferences
list resources as preferred. Service Crew Members
Service Resource Skills
Service Territory Members
Time Sheets
Service Territories Compare the number and types of service Service Appointments
appointments, work orders, and work Service Territory Members
order line items across service territories,
and view the service resources that belong Service Territory Locations
to each territory. Work Orders
Work Order Line Items
Shipments View shipment address and transfer Product Transfers
information.
Time Sheets View time sheets’ owners, entries, and Time Sheet Entries
duration.
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Salesforce Field Service Report on Field Service
Primary Object Description Available Secondary Objects
Users View field service records created by, Field service objects:
modified by, or associated with users. Assets (Asset Owner, Created By, Last
Modified By)
Locations (Created By, Last Modified By)
Maintenance Plans (Created By, Last
Modified By)
Operating Hours (Created By, Last Modified
By)
Product Items (Created By, Last Modified
By)
Product Requests (Created By, Last
Modified By)
Product Request Line Items (Created By,
Last Modified By)
Product Transfers (Created By, Last
Modified By)
Return Orders (Created By, Last Modified
By, Returned By)
Service Appointments (Created By, Last
Modified By)
Service Crews (Created By, Last Modified
By)
Service Resources (User, Created By, Last
Modified By)
Service Territories (Created By, Last
Modified By)
Shipments (Created By, Last Modified By)
Time Sheets (Created By, Last Modified By)
Work Orders (Owner, Created By, Last
Modified By)
Work Types (Created By, Last Modified By)
Work Orders Compare information such as the number Object Milestones
of appointments or line items per work Products Consumed
order, or work order service territories. And,
analyze how resource preferences and skill Product Requests
requirements vary between work orders. Products Required
Product Request Line Items
Resource Preferences
Service Appointments
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Salesforce Field Service Manage Data Integration Rules for Field Service
Primary Object Description Available Secondary Objects
Skill Requirements
Time Sheet Entries
Work Order Line Items
Work Order Line Items
Work Types Compare information such as work type Maintenance Plans
duration and skill requirements. Products Required
Skill Requirements
3. Complete the required fields and click Next.
Note: In the Store in Category dropdown menu, we recommend choosing Customer Support Reports or Other
Reports. This is the category where users find the custom report type on the Reports tab. You can also create your own field
service report folder. Make your choices on the Define Report Records Set page.
4. Click Save.
5. As needed, remove and rearrange fields from your report layout.
Salesforce also offers the Field Service Analytics App, which is bundled with the Service Analytics App. To learn more, see The Field
Service Analytics App.
Note: To view work orders with milestones in your org, use the Object Milestones custom report type. The Milestone Status and
Milestone Status Icon fields are not available in work order reports.
Manage Data Integration Rules for Field Service
Set up data integration rules to ensure that service resource travel time is accurately calculated.
EDITIONS
When you add a street address to certain types of field service records, Salesforce calculates the
address’s latitude, longitude, and location accuracy. You can reference this data, which is visible Available in: both Salesforce
only in the API, in any custom field service applications. Geolocation information is used to calculate Classic (not available in all
service resource travel times if the Field Service managed package is installed. orgs) and Lightning
Experience
This geolocation data feature, known as “geocoding”, is enabled for all supported field service
objects when you enable Field Service. The API contains values for the three fields in the following The Field Service core
table on: features, managed
package, and mobile app
• Work orders
are available in Enterprise,
• Work order line items Unlimited, and Developer
• Service appointments Editions.
• Service territories
• Resource absences
• Service territory members
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Salesforce Field Service Manage Data Integration Rules for Field Service
Field Name Description
Latitude The latitude of the street address.
Longitude The longitude of the street address.
GeocodeAccuracy The accuracy of the latitude and longitude. This field contains one
of the following values, listed in order from most to least accurate:
• Address: In the same building
• NearAddress: Near the address
• Block: Midway point of the block
• Street: Midway point of the street
• ExtendedZip: Center of the extended ZIP code area
• Zip: Center of the ZIP code area
• Neighborhood: Center of the neighborhood
• City: Center of the city
• County: Center of the county
• State: Center of the state
• Unknown: No match for the address was found (for instance,
the address is invalid)
Note: Because Google Maps is restricted in China, Field Service features that depend on Google Maps don’t work there.
Keep Geocoding Data Current
Salesforce uses data integration rules to periodically refresh these three fields. A refresh occurs when:
• The record is created or updated
• The record type’s data integration rule is deactivated and reactivated
Allow some time for the geocoding fields to refresh. The processing time varies based on the number of records being updated.
Note: If bulk geocoding is turned off for a data integration rule, deactivating or reactivating the rule doesn't refresh the geocoding
fields. Bulk geocoding is enabled by default.
To keep an eye on the status of a record’s geocoding data:
• In Lightning Experience: On the record, select Check for New Data in the action menu.
• In Salesforce Classic: Add the Data Integration Rules related list to the detail page layout of the records you’d like to track. The related
list includes:
– The time the record’s geocoding data was last refreshed.
– The record’s geocoding status. To learn what each status means, see Statuses for Data Integration. A status of In Sync means
that your geocoding data is current.
– An Update link that lets you manually run an instant refresh.
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Salesforce Field Service Set Up Salesforce Labs Field Service Dashboards
Opt out of Geocoding
If you’re already using another geocoding service, opt out of Field Service geocoding:
1. From Setup, enter Data Integration in the Quick Find box, then select Data Integration Rules.
2. Click Deactivate next to the following rules.
• Geocodes for Work Order Address
• Geocodes for Work Order Line Item Address
• Geocodes for Service Appointment Address
• Geocodes for Service Territory Address
• Geocodes for Service Territory Member Address
• Geocodes for Resource Absence Address
SEE ALSO:
Track Service Resource Geolocation with the Field Service Mobile App
Set Up Salesforce Labs Field Service Dashboards
Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange.
EDITIONS
Track metrics and performance for many key items of interest in a field service operation. Use these
optional dashboards to create customized reports and dashboards for your operation’s specific Available in: both Salesforce
needs. Classic (not available in all
orgs) and Lightning
Note: Salesforce Labs apps are free to use, but aren’t official Salesforce products and are
Experience
considered community projects. These apps aren’t officially tested or documented. For help
on any Salesforce Labs app, consult the Salesforce Trailblazer Community. Salesforce Customer The Field Service core
Support isn’t available for these applications. features, managed
The package easily installs three standard dashboards that chart objects in your Field Service org. package, and mobile app
are available in Enterprise,
It’s a good starting point for customizing performance and management dashboards that you can
Unlimited, and Developer
reconfigure and modify as needed.
Editions.
Some of metrics tracked include:
• Number of completed appointments by a resource
• Management by territory and utility
• Total hours worked by resource
• Number of maintenance plan checkins
• Resource capacity by territory
• Upcoming priority appointments
• Total number of completed appointments by week
• Products consumed by work orders
• Average appointment and travel times
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Salesforce Field Service Set Up Salesforce Labs Field Service Dashboards
System Administrator Dashboard
This dashboard displays metrics - such as products needed and consumed, and overall performance for each type of work.
309
Salesforce Field Service Set Up Salesforce Labs Field Service Dashboards
Inventory Manager Dashboard
This dashboard displays information on how products are consumed and used, and by work order types.
310
Salesforce Field Service Set Up Salesforce Labs Field Service Dashboards
Service Manager Dashboard
This dashboard focuses on the work performance of resources and additional work order metrics.
Download
To download the dashboards, click Get It Now on the the Field Service Dashboards page on AppExchange.
SEE ALSO:
AppExchange: Installing Packages
Reports and Dashboards
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Salesforce Field Service Einstein for Field Service
Einstein for Field Service
Supercharge your Field Service workforce efficiency by using generative AI and Einstein.
EDITIONS
Einstein Generative AI for Field Service Einstein generative AI is
Einstein generative AI gives you access to powerful features in Field Service. available in Lightning
Experience. Setup for
Einstein Copilot for Field Service Einstein generative AI is
Einstein Copilot lets you tap into AI without hard-coding responses. See how you can use available in Lightning
Einstein Copilot to make the Field Service workforce more efficient. Experience.
The Field Service core
SEE ALSO: features, managed
About Einstein Generative AI package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
Einstein Generative AI for Field Service
Einstein generative AI gives you access to powerful features in Field Service.
EDITIONS
Set Up Einstein Generative AI for Field Service Einstein generative AI is
Set up Einstein generative AI to get access to generative AI features in Field Service. available in Lightning
Experience. Setup for
Set Up Pre-Work Brief for Field Service Mobile Workers Einstein generative AI is
Show mobile workers a brief that uses generative AI to tell them everything they need to know available in Lightning
about their upcoming work order. Experience.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
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Salesforce Field Service Einstein Generative AI for Field Service
Set Up Einstein Generative AI for Field Service
Set up Einstein generative AI to get access to generative AI features in Field Service.
EDITIONS
Before you begin, follow the steps in Set Up Einstein Generative AI.
Einstein generative AI is
Note: Don’t skip the steps for setting up Data Cloud. available in Lightning
Experience. Setup for
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
Einstein generative AI is
2. Click Einstein Field Service User. available in Lightning
3. Click Manage Assignments, and then click Add Assignments. Experience.
4. Assign the permission set to Field Service Einstein users and admin users. The Field Service core
features, managed
5. (For mobile users) Enable access to Lightning web components.
package, and mobile app
a. From Permission Sets, click New. are available in Enterprise,
b. For Label, enter the name of the permission set, for example, Einstein for Field Unlimited, and Developer
Editions. Einstein for Field
Service Mobile.
Service features are
c. Click the API Name field to populate it. available in Einstein 1 Field
d. For License, select Field Service Mobile. Service Edition.
e. Save the permission set. To purchase Einstein 1 Field
Service, contact your
f. In the Einstein for Field Service Mobile permission set that you created, click System
Salesforce account
Permissions, and then click Edit.
executive.
g. Enable the Lightning SDK for Field Service Mobile permission.
h. Save your changes. USER PERMISSIONS
i. In the Einstein for Field Service Mobile permission set, click Manage Assignments, and
To create and assign
then click Add Assignments.
permission sets:
j. Assign the permission set to mobile users and to the admin users. • Manage Profiles and
Permission Sets
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Salesforce Field Service Einstein Generative AI for Field Service
Set Up Pre-Work Brief for Field Service Mobile Workers
Show mobile workers a brief that uses generative AI to tell them everything they need to know
EDITIONS
about their upcoming work order.
Before you begin, follow the steps in Set Up Einstein Generative AI for Field Service on page 313. Einstein generative AI is
available in Lightning
Experience. Setup for
Enable Pre-Work Brief Einstein generative AI is
1. Assign the Pre-Work Brief permission. available in Lightning
Experience.
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
The Field Service core
b. In the Einstein for Field Service Mobile permission set, click System Permissions and then
features, managed
click Edit.
package, and mobile app
c. Enable the Show Pre-Work Brief permission and save your changes. are available in Enterprise,
d. In the Einstein for Field Service Mobile permission set, click Manage Assignments and Unlimited, and Developer
then click Add Assignments. Editions. Einstein for Field
Service features are
e. Select the mobile and admin users and click Assign. available in Einstein 1 Field
f. Click Done. Service Edition.
2. Assign the Prompt Template permissions. To access the Field Service
mobile app, users need the
a. Assign the Prompt Template Manager permission set to users that need to create and Field Service Mobile user
manage prompt templates in Prompt Builder. license.
b. Assign the separate Prompt Template User permission set for end users that need to access To purchase Einstein 1 Field
and run prompt templates. Service, contact your
See Enable Prompt Builder. Salesforce account
executive.
3. Activate the prompt.
a. From Setup, in the Quick Find box, enter Einstein Generative AI, and then select
USER PERMISSIONS
Prompt Builder.
b. Click New Prompt Template. To build and manage
Pre-Work Brief:
c. For Prompt Template Type, select Field Service Pre-Work Brief. • Customize Application
d. Enter a name. The API name is populated for you. To create and assign
e. Save your template. permission sets:
• Manage Profiles and
f. For Resource, select Flows, and then select Field Service Mobile: Generate Pre-Work Permission Sets
Brief.
g. To see a preview of the brief that mobile workers see, for Work Order, enter a work order
ID, and click Preview.
In the Resolution pane, you can see the prompt that generates the brief. In the Response pane, you can see the brief that the
mobile worker sees. If you want to make any changes, see Modify the Brief on page 315.
h. Save and activate the prompt template.
4. If the Pre-Work Brief flow doesn’t run, check the fields used in the flow.
a. Review the list of objects and fields used in the flow. See Pre-Work Brief and Your Data on page 317.
b. From Setup, go to the Object Manager tab.
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Salesforce Field Service Einstein Generative AI for Field Service
c. Select one of the objects that the brief uses.
d. Click Fields & Relationships.
e. Check that all of the fields that the brief uses exist in your Salesforce org. If any of the fields don’t exist, delete them from the
flow.
f. Select one of the fields that the brief uses.
g. Click Set Field-Level Security.
h. Mark the required profiles as Visible.
i. Save your changes and repeat the process for the remaining fields in the required objects.
j. Give mobile workers permission to access these fields.
5. Add the Pre-Work Brief Prompt Template ID field to the page layout.
a. From Object Manager, open the Work Order object.
b. Click Page Layouts and open the layout that’s assigned to the mobile workers.
c. Add the Pre-Work Brief Prompt Template ID field to the layout.
d. Save your changes.
e. Open the layout that’s assigned to the admin user and add the Pre-Work Brief Prompt Template ID field to the layout.
f. Save your changes.
g. From the Work Order object, click Fields & Relationships.
h. Click Pre-Work Brief Prompt Template ID.
i. Click Set Field-Level Security.
j. For the profile of the user who is assigning prompt templates, select Visible.
6. In the work order, enter the ID of the prompt template in the Pre-Work Brief Prompt Template ID field. To find the ID, from Prompt
Builder, open the prompt template and look at the URL. The ID is located after the phrase EinsteinPromptStudio. For example, if the
URL is
https://testcom98.test1.my.pc-rnd.salesforce-setup.com/lightning/setup/EinsteinPromptStudio/0hfSG000001SUFVYA4/edit?c__versionId=3vNSG0000000g8v2AA,
the ID is 0hfSG000001SUFVYA4.
Note: Instead of manually filling in the Pre-Work Brief Prompt Template ID field for every work order, set up flows to fill in the
field for you. See Flow Builder.
7. Ask your mobile workers to pay attention to the brief in the Overview tab of each work order in the Field Service mobile app. The
brief is generated the first time that the mobile worker views the work order when they’re connected to the internet. Mobile workers
can also provide feedback about the brief.
Modify the Brief
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
2. Select the Field Service Mobile: Generate Pre-Work Brief flow template.
3. Click Save As to create your own version of the flow.
4. Add, modify, or remove elements from the flow. For example, you can make these changes.
• Modify the Serialize Pre-Work Brief Records action to include additional objects that are required for your business needs.
• Add fields to the Get Contacts element.
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Salesforce Field Service Einstein Generative AI for Field Service
• Add an element for a custom field that’s used in your Salesforce org.
5. To modify the prompt, from the flow, open the Add Pre-Work Brief Prompt Instructions element. Remove instructions that aren’t
relevant to you, or add instructions according to your business needs. For example, consider adding one of these instructions.
• Make sure that the brief is no longer than 200 words.
• Present the brief in bullet points.
Note:
• Add examples for what you expect the brief to look like.
• Avoid telling the prompt to always include a specific field. If the value is missing, generative AI can hallucinate and give
you inaccurate results.
6. Connect the prompt template to your version of the flow.
a. From Setup, in the Quick Find box, enter Einstein Generative AI, and then select Prompt Builder.
b. Click New Prompt Template.
c. For Prompt Template Type, select Field Service Pre-Work Brief.
d. Enter a name. The API name is populated for you.
e. Save your template.
f. For Resource, select Flows, and then select the flow that you created.
g. To show a preview of the brief that mobile workers see, for Work Order, enter a work order ID.
h. Save and activate the prompt template.
7. In the work order, for Prompt Template, enter the prompt template ID. To find the ID, from Prompt Builder, open the prompt template
and look at the URL. The ID is located after the phrase EinsteinPromptStudio. For example, if the URL is
https://testcom98.test1.my.pc-rnd.salesforce-setup.com/lightning/setup/EinsteinPromptStudio/0hfSG000001SUFVYA4/edit?c__versionId=3vNSG0000000g8v2AA,
the ID is 0hfSG000001SUFVYA4
8. If you have various scenarios to address, set up more than one variation of the flow. For example, to create a different type of brief
for emergency appointments:
a. Save another version of the flow and make your changes.
b. From Prompt Builder, create a prompt template for emergency appointments. For Resource, select the flow that you created
for emergency appointments.
c. In the work order, for Prompt Template, enter the emergency appointments prompt template ID.
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Salesforce Field Service Einstein Generative AI for Field Service
Note: This tool uses generative AI, which is known to include inaccurate or harmful responses. Before using, review the output
for accuracy and safety. You assume responsibility for the output when making business decisions.
Pre-Work Brief and Your Data
The default prompt for Pre-Work Brief uses your data to add context and personalization to your prompt. You can modify this data by
editing the flow or the prompt.
Note: You can see this data in the Field Service Pre-Work Brief prompt template in Prompt Builder.
Object Fields Description
Account • Account General customer information related to the
work.
• Number
• Description
• Industry
• Name:
Case (by ID) • Comments The record where the agent defines the
details of the issue as provided by the
• Description
customer.
• Priority
• Reason
• RecordTypeId
• Subject
• Type
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Salesforce Field Service Einstein Generative AI for Field Service
Object Fields Description
Contact (by ID) • Name: FirstName, LastName, Salutation Specific details of the person to contact for
the required work or the person at the job
• Phone
site.
• Pronouns
• Title
Pricebook 2 (by ID) • Description Related price book data.
• Name
Service Appointment (by ID) • Address Details about the specific job. A work order
can have multiple service appointments.
• AppointmentNumber
• Description
• Duration
• SchedEndTime
• SchedStartTime
• ServiceNote
• Status
• Subject
• WorkTypeId: Description, Name
Work Order (by ID) • Address The main object that holds information
about the work that is required.
• Description
• Duration
• EndDate
• ID
• Priority
• StartDate
• Status
• Subject
• WorkOrderNumber
Work Order Line Item (based on Work Order • Description Detailed information about the work that
ID) needs to be done.
• LineItemNumber
• Priority
• WorkOrderId (Parent Work Order)
Work Plans (based on Work Order Line Item • Description A process that defines the work in steps.
or Work Order)
• ExecutionOrder
• Name
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Salesforce Field Service Einstein Generative AI for Field Service
Object Fields Description
• ParentRecordId: IDWorkOrderId (Parent
Work Order): ID
• WorkOrderLineItemId (Parent Work
Order Line Item): ID
• WorkPlanTemplate: Description, Name,
RelativeExecutionOrder
Work Step (based on link to Work Plan) • ActionType The steps of the work plan.
• Description
• ExecutionOrder
• Name
• ParentRecordId
• Status
• StartTime
• WorkPlanId
SEE ALSO:
Einstein Generative AI
Trusted Generative AI
319
Salesforce Field Service Einstein Copilot for Field Service
Einstein Copilot for Field Service
Einstein Copilot lets you tap into AI without hard-coding responses. See how you can use Einstein
EDITIONS
Copilot to make the Field Service workforce more efficient.
Einstein generative AI is
Set Up Einstein Copilot for Field Service available in Lightning
Einstein Copilot gives you an easy way to surface rich customer data within Field Service with Experience. Setup for
natural language interactions. With out-of-the-box copilot actions, you can quickly get up and Einstein generative AI is
available in Lightning
running to boost the productivity of your Field Service workforce.
Experience.
Agent Topics and Actions for Field Service
Learn how agent topics and actions work for Field Service. The Field Service core
features, managed
Agent Builder for Field Service package, and mobile app
Learn how Agent Builder works for Field Service. are available in Enterprise,
Build Your Copilot for Field Service Experience Unlimited, and Developer
Editions. Einstein for Field
Review the standard topics and create your own as needed. Add standard or custom agent
Service features are
actions to your topics according to your business needs. available in Einstein 1 Field
Recommended Utterances for Field Service Users Service Edition.
Einstein Copilot can help you find information quickly and efficiently with natural language. To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
320
Salesforce Field Service Einstein Copilot for Field Service
Set Up Einstein Copilot for Field Service
Einstein Copilot gives you an easy way to surface rich customer data within Field Service with natural
EDITIONS
language interactions. With out-of-the-box copilot actions, you can quickly get up and running to
boost the productivity of your Field Service workforce. Einstein generative AI is
Before you begin, follow the steps in Set Up Einstein Copilot. available in Lightning
Experience. Setup for
1. Verify the activation on the desktop site.
Einstein generative AI is
a. From the App Launcher, find and select Field Service. available in Lightning
b. Experience.
Click the Einstein icon in the top right corner. If you see this view, Einstein Copilot is
active. The Field Service core
If you see this view, Einstein Copilot is active. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
USER PERMISSIONS
To create and assign
permission sets:
• Manage Profiles and
Permission Sets
To use the Field Service
c. Ask Einstein a question and make sure that you get an answer. actions:
• Access Field Service
2. Verify the activation on the Field Service mobile app.
Copilot Actions
a. Open the Field Service mobile app.
b. Tap Actions.
If you see this view, Einstein Copilot is active.
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Salesforce Field Service Einstein Copilot for Field Service
c. Ask Einstein a question and make sure that you get an answer.
Agent Topics and Actions for Field Service
Learn how agent topics and actions work for Field Service.
EDITIONS
Before setting up topics and actions for Field Service, learn about Salesforce topics and actions.
Then, learn what the topics and actions mean for Field Service. Einstein generative AI is
available in Lightning
You can add any of the topics from the Asset Library. See Add a Topic from the Asset Library. Review
Experience. Setup for
the Field Service topics and add the ones that you want to use.
Einstein generative AI is
available in Lightning
Standard Field Service Topics Experience.
The Field Service core
Topic Description Included Actions features, managed
package, and mobile app
Field Service Dispatcher Actions Helps dispatchers find • Create Appointment List are available in Enterprise,
appointments that require Filter Unlimited, and Developer
immediate attention and
• Summarize Scheduling Editions. Einstein for Field
shows them in the
Issues Service features are
appointment list for available in Einstein 1 Field
subsequent follow-up actions. • Query Records Service Edition.
Dispatchers can ask the agent
To purchase Einstein 1 Field
to summarize the schedule and
Service, contact your
get a summary of the total
Salesforce account
number of appointments that executive.
require immediate attention. A
filter is then created for each of
the exception categories.
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Salesforce Field Service Einstein Copilot for Field Service
Topic Description Included Actions
Dispatchers can also search for specific
appointments and ask the agent to create
a filter for these service appointments.
See Use Einstein Copilot in the Dispatcher
Console on page 646
Post-Work Summary for Field Service (Beta) Helps mobile workers generate a • Identify Record by Name
comprehensive report of their work orders
• Summarize Record
for them. You can also set up a flow that
populates the Post-Work Summary field on • Refine Post-Work Summary for Field
the work order for the mobile workers. Service
Additional Field Service Actions
Action Description
Summarize Service Appointment Notes Creates a summary of service appointment notes based on status
category, start date, and end date. The scheduled, or actual, start
and end times are checked to make sure that they fall within the
specified date range. If a date range isn’t provided, the agent action
considers appointments for the past 6 months for the provided
status category.
To use this action, create a topic and add the action to it. See Create
a Custom Topic.
Understanding Standard Agent Actions
From Agent Actions in Setup, explore the available standard actions to learn how you can use them in Field Service. Here are some
examples.
Identify Object by Name: Finds the Salesforce object API name by extracting an object name from the user input.
Type Name What Do the Instructions Mean?
Input objectName The name of the object extracted from the user’s input.
Output objectApiNames For each object name, a list of matching Salesforce object API names is returned.
Identify Record by Name: Searches for Salesforce CRM records by name and returns a list of matching Salesforce CRM record IDs.
Type Name What Do the Instructions Mean?
Input recordName Based on user input, the name is matched to a CRM record.
Input objectApiName This input is used along with the recordName input to best match the CRM record that the user
referenced in the prompt. It’s possible that the Identify Record by Name action calls the Identify
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Salesforce Field Service Einstein Copilot for Field Service
Type Name What Do the Instructions Mean?
Object by Name action to get the relevant object name. However, we instruct it to call Identify
Object by Name only if an object name has been identified in the user’s query.
Output searchResults If the output includes multiple results, they’re ranked in order of relevance.
Summarize Record: Summarizes a Salesforce CRM record. You must call summarizeRecord only if the user explicitly asks for a summary
(for example, 'Summary', 'Recap', or 'Highlights'). Call this action only when you can’t find a more specific summarization action.
Type Name What Do the Instructions Mean?
Input Record ID The ID of the requested record.
Output Record The requested summary is in a rich text format.
Summary
SEE ALSO:
Explore Standard Agent Topics and Actions
Agent Builder for Field Service
Learn how Agent Builder works for Field Service.
EDITIONS
Before you try out Agent Builder for Field Service, learn how to activate your copilot.
Einstein generative AI is
In the Conversation Preview panel of Agent Builder, enter the prompts that Field Service workers
available in Lightning
are likely to enter, and then review the plan that the agent executes to obtain the response. For
Experience. Setup for
example, try these prompts.
Einstein generative AI is
available in Lightning
Prompt Result Experience.
Show me all of the turbine The agent uses the General CRM topic with the The Field Service core
assets. Query Records agent action to get all relevant features, managed
Field Service assets. package, and mobile app
are available in Enterprise,
How many installed 10 kW The agent uses the General CRM topic with the
Unlimited, and Developer
Turbine assets do I have? Query Records With Aggregate agent action to
Editions. Einstein for Field
count the number of Field Service assets.
Service features are
How do I make a return? Format The agent uses the General CRM topic with the available in Einstein 1 Field
the answer in bullet points. Answer Questions With Knowledge agent action Service Edition.
to get the detailed instructions. To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
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Salesforce Field Service Einstein Copilot for Field Service
Build Your Copilot for Field Service Experience
Review the standard topics and create your own as needed. Add standard or custom agent actions
EDITIONS
to your topics according to your business needs.
Note: Consider the limitations of an LLM when developing your custom action use cases. Einstein generative AI is
Generative AI results can vary. For example, LLMs struggle with mathematical operations. If available in Lightning
Experience. Setup for
you’re building a custom action that performs mathematical operations, consider using a
Einstein generative AI is
preexisting field, formula field, flow, or Apex to do the math and then return the results to
available in Lightning
the prompt.
Experience.
The Field Service core
Example: Create a Field Service Product Order with Einstein Copilot
features, managed
Placing a product order can be cumbersome. With Einstein Copilot, you can create a flow that
package, and mobile app
triggers an agent topic to place the product order for you. are available in Enterprise,
Example: Update the Work Order’s Post-Work Summary Field Unlimited, and Developer
Automate the completion of a work order by creating a flow that takes the summary created Editions. Einstein for Field
by the Post-Work Summary for Field Service (Beta) topic and updates the Post-Work Summary Service features are
field on the work order. available in Einstein 1 Field
Service Edition.
SEE ALSO: To purchase Einstein 1 Field
Service, contact your
Customize Your Agents and Copilot with Topics and Actions Salesforce account
executive.
325
Salesforce Field Service Einstein Copilot for Field Service
Example: Create a Field Service Product Order with Einstein Copilot
Placing a product order can be cumbersome. With Einstein Copilot, you can create a flow that
EDITIONS
triggers an agent topic to place the product order for you.
Einstein generative AI is
available in Lightning
Experience. Setup for
Einstein generative AI is
available in Lightning
Experience.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
USER PERMISSIONS
To build agent topics and
actions:
• Einstein Copilot for
Salesforce Admin
Step 1: Create a Flow
Create a flow that generates a product order, which is represented in the system as a product request and a product request line item.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
2. Click New Flow.
3. Select Start From Scratch and click Next.
4. Select Autolaunched Flow (No Trigger) and click Create.
5. From the Toolbox, click New Resource.
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Salesforce Field Service Einstein Copilot for Field Service
a. For Resource Type, select Variable.
b. For API Name, enter inputProductName.
c. For Description, enter The name of the requested product.
d. For Data Type, select Text.
e. Select Available for Input.
6. From the Toolbox, click New Resource.
a. For Resource Type, select Variable.
b. For API Name, enter inputNeedDate.
c. For Description, enter The date when the order must be placed.
d. For Data Type, select Date.
7. From the Toolbox, click New Resource.
a. For Resource Type, select Variable.
b. For API Name, enter inputNeedDateText.
c. For Description, enter The date entered by the user.
d. For Data Type, select Text.
e. Select Available for Input.
8. From the Toolbox, click New Resource.
a. For Resource Type, select Variable.
b. For API Name, enter inputQuantity.
c. For Description, enter The requested quantity.
d. For Data Type, select Number.
e. For Decimal Places, enter 0.
f. For Default Value, enter 1.
g. Select Available for Input.
9. From the Toolbox, click New Resource.
a. For Resource Type, select Variable.
b. For API Name, enter inputWorkOrderNumber.
c. For Description, enter The work order number that the product request is for.
d. For Data Type, select Text.
e. Select Available for Input.
10. From the Toolbox, click New Resource.
a. For Resource Type, select Variable.
b. For API Name, enter outputInfo.
c. For Description, enter Additional information.
d. For Data Type, select Text.
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Salesforce Field Service Einstein Copilot for Field Service
e. Select Available for Output.
11. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error
messages. From the Toolbox, click New Resource.
a. For Resource Type, select Formula.
b. For API Name, enter formulaValidateDate.
c. For Description, enter Validates the date.
d. For Data Type, select Boolean.
e. For Formula, enter:
REGEX({!inputNeedDateText},
'((?:19|20)\\d\\d)-(0?[1-9]|1[012])-([12][0-9]|3[01]|0?[1-9])')
f. To validate the formula, click Check Syntax.
12. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error
messages. From the Toolbox, click New Resource.
a. For Resource Type, select Formula.
b. For API Name, enter formulaBadDateOutput.
c. For Description, enter Error message that the user sees if the date isn’t valid.
d. For Data Type, select Text.
e. For Formula, enter:
{!inputNeedDateText} + ' has the wrong format. Enter the date as YYYY-MM-DD and
try again.'
f. To validate the formula, click Check Syntax.
13. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error
messages. From the Toolbox, click New Resource.
a. For Resource Type, select Formula.
b. For API Name, enter formulaConvertDate.
c. For Description, enter Converts the date entered by the user to the format used in the
system.
d. For Data Type, select Date.
e. For Formula, enter:
DATEVALUE({!inputNeedDateText})
f. To validate the formula, click Check Syntax.
14. In a sequential flow line without branching, add elements to the flow. Add a Get Records element.
a. For Label, enter Get Product.
b. For Description, enter Retrieves the product item by name passed to the flow.
c. For Data Source, select Salesforce Object
d. For Object, select Product.
e. Fill in the condition requirements.
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Salesforce Field Service Einstein Copilot for Field Service
Field: Name
Operator: Equals
Value: {!inputProductName}
15. Add a Get Records element.
a. For Label, enter Get Service Resource.
b. For Description, enter Retrieves the ID of the mobile worker that’s running the flow.
c. For Data Source, select Salesforce Object
d. For Object, select Service Resource.
e. Fill in the condition requirements.
Field: RelatedRecordId
Operator: Equals
Value: {!$User.Id}
16. Add a Get Records element.
a. For Label, enter Get Work Order.
b. For Description, enter Retrieves a work order by the number passed to the flow.
c. For Data Source, select Salesforce Object
d. For Object, select Work Order.
e. Fill in the condition requirements.
Field: Work Order Number
Operator: Contains
Value: {!inputWorkOrderNumber}
17. To create a product request based on the flow inputs, add a Create Records elements to the flow.
a. For Label, enter Create Product Request.
b. For How to Set Record Field Values, select Manually.
c. For Object, select Product Request.
d. Add these fields and field values.
Description: Requested by Technician
NeedByDate: inputNeedDate
ShipmentType: Pick Up
Status: Submitted
WorkOrderId: {!Get_Work_Order.Id}
18. To create the required product request line items based on the flow inputs, add a Create Records elements to the flow.
a. For Label, enter Create PRLI.
b. For How to Set Record Field Values, select Manually.
c. For Object, select Product Request Line Item.
d. Add these fields and field values.
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ParentId: {!Create_Product_Request}
Product2Id: {!Get_product.Id}
QuantityRequested: inputQuantity
QuantityUnitOfMeasure: Each
WorkOrderId: {!Get_Work_Order.Id}
19. To retrieve the created product request to pass as output of the flow in the Return the Info assignment, add a Get Records elements
to the flow.
a. For Label, enter Get New Product Request.
b. For Data Source, select Salesforce Object
c. For Object, select Product Request.
d. Fill in the condition requirements.
Field: Id (Product Request ID)
Operator: Equals
Value: {!Create_Product_Request}
20. To retrieve the created product request line items to pass as output of the flow in the Return the Info assignment, add a Get Records
elements to the flow.
a. For Label, enter Get New PRLI.
b. For Data Source, select Salesforce Object
c. For Object, select Product Request Line Item.
d. Fill in the condition requirements.
Field: Id (Product Request Line Item ID)
Operator: Equals
Value: {!Create_PRLI}
21. From the Toolbox, click New Resource.
a. For Resource Type, select Formula.
b. For API Name, enter formulaOutput.
c. For Data Type, select Text.
d. For Formula, enter:
'Product Request# ' + {!Get_New_Product_Request.ProductRequestNumber} + ' was
created for product: ' + {!Get_Product.Name} + '. ' +
text({!Get_New_PRLI.QuantityRequested}) + ' were requested and expected by ' +
text({!Get_New_Product_Request.NeedByDate})
e. To validate the formula, click Check Syntax.
22. Add an Assignment element to the flow.
a. For Label, enter Return the Info.
b. Enter these conditions.
Field: outputInfo
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Salesforce Field Service Einstein Copilot for Field Service
Operator: Equals
Value: formulaOutput
23. To ensure that the input text date is a valid date, add a Decision element at the top of the flow.
a. For Label, enter Is the date format valid?
b. The top outcome is what happens if the date is valid. For Label, enter Yes.
c. Enter these conditions.
Resource: formulaValidDate
Operator: Equals
Value: True
d. For Default Outcome, change the label to No.
24. In the Yes branch, add an Assignment element.
a. For Label, enter Valid Date.
b. Enter these conditions.
Variable: inputNeedDate
Operator: Equals
Value: formulaConvertDate
25. In the No branch, add an Assignment element. If the date isn’t valid, the flow returns an error message.
a. For Label, enter Invalid Date.
b. Enter these conditions.
Variable: outputInfo
Operator: Equals
Value: formulaBadDateOutput
c. Click the Assignment element and select Connect to element.
d. Select the End element.
26. Save the flow.
a. For Label, enter Create Product Request.
b. For Description, enter Flow that generates a Product Request and a Product Request Line
Item based on the needed date, product name, quantity, and work order number.
27. Click Activate.
If you’ve used the suggested labels, the flow looks like this.
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Salesforce Field Service Einstein Copilot for Field Service
Step 2: Create an Agent Action
Set up an agent action that triggers the Create Product Request flow that you created.
1. From Setup, in the Quick Find box, enter Agent Studio, and then select Agent Actions.
2. Click New Agent Action.
3. For Reference Action Type, select Flow.
4. For Reference Action, select Create Product Request.
5. For Agent Action Label, enter Order Product.
6. For API Name, enter OrderProduct.
7. Click Next.
8. For Agent Action Instructions, enter:
This action is triggered by phrases like “order product” or “order product request”
or “product request”. The user will be providing the work order number, the product
description, the quantity required, and the needed date.
Note: Instructions help your copilot understand when to use a given action. The more specific the instructions are, the better
the action performs and the more reliable results you receive.
9. The action pulls the inputs from the flow that you specified. All you have to do is add the details.
a. For inputNeedDateText, select Collect data from user and enter these instructions.
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This is the date that the product is needed by. Its format is YYYY-MM-DD. If only
the month name is provided, convert this to the last day of that month. If no date
is provided by the user, use the current date plus 7 days. Convert Monday, Tuesday,
Wednesday, Thursday, Friday, Saturday, or Sunday into actual dates, with YYYY-MM-DD
as the format.
b. For inputProductName, select Collect data from user and Require Input. Then, enter these instructions.
This is the product name. It might be referred to as the product, the part, the
item. It might be several words, for example, Small Battery.
c. For inputQuantity, select Collect data from user and enter these instructions.
This is the quantity required. It’s an integer. If no value is provided, then use
1 for the value.
d. For inputWorkOrderNumber, select Collect data from user and Require Input. Then, enter these instructions.
This is the work order number. It might be referred to as the WO or the WO num or
the WO number. It will be in the form of an integer and it may have leading zeroes.
Important: Prepend the number with the necessary zeros to achieve the length of
8 digits.
10. Add the output details.
a. For outputInfo, select Show in Conversation and enter these instructions.
This is a text field returned from the flow. It’s a simple text string. Use a
casual tone in the response. If the word error is present, then display this field
in bold. Otherwise precede the text with a thumbs up emoji. If a date is present,
present it in MM DD format.
11. Click Finish.
Step 3: Create an Agent Topic
1. From Setup, in the Quick Find box, enter Agent Studio, and then select Agents.
2. Click the name of your copilot agent.
3. Click Open in Builder.
4. Click the arrow and select New Topic.
5. Fill in the information for the topic and click Next.
6. Select the Agent Action that you created and click Finish.
Step 4: Verify on Desktop
1. From the App Launcher, find and select Field Service.
2.
Click the Einstein icon in the top right corner.
3. Ask Einstein to order a product for you. Make sure you provide the number of the work order, the product order, and the due date.
The response indicates that the action was executed and the product request was created for you.
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Salesforce Field Service Einstein Copilot for Field Service
4. Search for the product request number to verify that everything went smoothly in the system.
5. Test out the errors by entering an invalid date such as 2025-dfgs-24 and see whether the flow generates an error message.
Step 5: Verify on the Field Service Mobile App
1. Make sure that you’re defined as a mobile worker in the Salesforce org and have access to the Field Service mobile app. See Give
Users Access to the Field Service Mobile App on page 844.
2. Open the Field Service mobile app.
3. Tap Actions.
4. Ask Einstein to order a product for you. Make sure you provide the number of the work order, the product order, and the due date.
Einstein creates the product request for you with the required details.
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Salesforce Field Service Einstein Copilot for Field Service
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Salesforce Field Service Einstein Copilot for Field Service
Example: Update the Work Order’s Post-Work Summary Field
Automate the completion of a work order by creating a flow that takes the summary created by
EDITIONS
the Post-Work Summary for Field Service (Beta) topic and updates the Post-Work Summary field
on the work order. Einstein generative AI is
available in Lightning
Step 1: Create a Flow Experience. Setup for
Einstein generative AI is
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. available in Lightning
2. Click New Flow. Experience.
3. Select Start From Scratch and click Next. The Field Service core
4. Select Autolaunched Flow (No Trigger) and click Create. features, managed
package, and mobile app
5. Open the Toolbox. are available in Enterprise,
6. Create a variable for the work order ID. Unlimited, and Developer
Editions. Einstein for Field
a. Click New Resource. Service features are
b. For Resource Type, select Variable. available in Einstein 1 Field
Service Edition.
c. For API Name, enter WorkOrderId.
d. For Description, enter The ID of the work order. To purchase Einstein 1 Field
Service, contact your
e. For Data Type, select Text. Salesforce account
f. Select Available for input and Available for output. executive.
g. Click Done.
USER PERMISSIONS
7. Create a variable for the summary.
a. Click New Resource. To build agent topics and
actions:
b. For Resource Type, select Variable. • Einstein Copilot for
c. For API Name, enter PostWorkSummaryText. Salesforce Admin
d. For Description, enter The summary used for updating the Post-Work
Summary field on the work order.
e. For Data Type, select Text.
f. Select Available for input.
g. Click Done.
8. In a sequential flow line without branching, add an Update Records element.
a. Enter a label. The API name is entered for you.
b. Select Specify conditions to identify records, and set fields individually.
c. For Object, select Work Order.
d. For Condition Requirements, specify that Id equals the WorkOrderId variable that you created.
e. In Set Field Values, for Field, select PostWorkSummary. For Value, select the PostWorkSummaryText variable that you created.
9. In Flow Builder, click Save.
10. Enter a label. The API name is entered for you.
11. For Description, enter Updates the Post-Work Summary field on the work order.
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Salesforce Field Service Einstein Copilot for Field Service
12. Activate the flow.
Step 2: Create an Agent Action
Create an action that connects to the flow.
1. From Setup, in the Quick Find box, enter Agent Studio, and then select Agent Actions.
2. Click New Agent Action.
3. For Reference Action Type, select Flow.
4. For Reference Action, select the flow that you created.
The inputs and outputs are populated according to the information entered when you created the flow.
5. Click Next.
6. For Agent Action Instructions, enter Activate this action when you’re asked to save the summary.
7. For the PostWorkSummaryText input, select Require input.
8. For the WorkOrderID input, select Require input.
9. For the WorkOrderID output, select Show in conversation.
10. Click Finish.
Step 3: Add the Action to the Topic and Activate the Agent
1. Add the Post-Work Summary for Field Service (Beta) topic. See Add a Topic from the Asset Library.
2. Edit the topic and add the action that you created. See Edit a Standard Topic.
3. In Agent Builder, click Activate.
Step 4: Verify that it Works
1. In Agent Builder, ask Einstein to summarize a work order.
2. Review the received summary and review the performed actions in the middle pane.
3. If the summary looks good, ask Einstein to save it for you.
4. Open the work order and verify that the summary is saved in the Post-Work Summary field.
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Recommended Utterances for Field Service Users
Einstein Copilot can help you find information quickly and efficiently with natural language.
EDITIONS
Examples of Dispatcher Utterances Einstein generative AI is
available in Lightning
Here’s a list of recommended utterances that give Field Service dispatchers the best results when Experience. Setup for
searching for specific appointments. Einstein generative AI is
For a list of utterances that you can use with the Create Appointment List Filter and Summarize available in Lightning
Scheduling Issues Field Service actions, see Interacting with Einstein Copilot in the Dispatcher Experience.
Console on page 651. The Field Service core
features, managed
Expected Result Examples of Recommended Utterances package, and mobile app
are available in Enterprise,
Today’s unscheduled appointments Show me all unscheduled appointments that
Unlimited, and Developer
are due today.
Editions. Einstein for Field
Unscheduled appointments in a specific service Show me all unscheduled appointments in the Service features are
territory <service territory name> service territory. available in Einstein 1 Field
Service Edition.
Example: Show me all unscheduled
appointments in the San Francisco service To purchase Einstein 1 Field
territory. Service, contact your
Salesforce account
Today’s scheduled appointments that can’t be Show me scheduled appointments for today executive.
completed that can’t be completed.
Late appointments Show me incomplete appointments that have
passed their due date.
Appointments that are currently in progress Show me all appointments that are in progress.
Appointments on a specific date Show me all appointments that are scheduled
on <date>.
Example: Show me all appointments that are
scheduled for June 6.
Appointments for a specific account Show me all appointments that are scheduled
for <account name>.
Example: Show me all appointments that are
scheduled for Ursa Major.
Unscheduled appointments for a specific Show me all unscheduled appointments for
account <account name>.
Example: Show me all unscheduled
appointments for Ursa Major.
Related appointments of a specific account Show me all service appointments that are
related to <account name>.
Example: Show me all service appointments
that are related to Ursa Major.
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Salesforce Field Service Einstein Copilot for Field Service
Expected Result Examples of Recommended Utterances
Scheduled appointments for a specific service type on a specific Show me all appointments with the "<service type>" subject that
date are scheduled on <date>.
Example: Show me all appointments with the “maintenance”
subject that are scheduled on June 6.
Today’s unscheduled appointments for a specific service type Show me all unscheduled appointments that their due date is
today with the "<service type>" subject.
Example: Show me all unscheduled appointments that their due
date is today with the “repair” subject.
Emergency appointments that are scheduled on a specific date Show me all appointments that are scheduled on <date> with
“emergency”=true
Example: Show me all appointments that are scheduled on June
6 with “emergency”=true
Number of appointments on a specific date How many appointments are scheduled on <date>?
Example: How many appointments are scheduled on June 6?
Number of today’s scheduled appointments in a specific service How many appointments are scheduled for today in the <service
territory territory name> service territory?
Example: How many appointments are scheduled today in territory
San Francisco?
Number of scheduled appointments that were completed on a How many scheduled appointments were completed on <date>?
specific date Example: How many scheduled appointments were completed
on June 5?
Total duration of completed appointments on a specific date What is the total job duration of the scheduled appointments on
<date> that were completed?
What is the total job duration of the scheduled appointments on
June 5 that were completed?
Total duration of completed appointments for a specific service What is the total job duration of the scheduled appointments on
type on a specific date <date> with the "<service type>" subject?
Example: What is the total job duration of the scheduled
appointments on June 5 with the “Installation” subject?
Name of the service resource who is assigned to a specific service Who is the service resource for <service appointment number>?
appointment Example: Who is the service resource for sa-0027?
The scheduled time of a specific service appointment When is <service appointment number> scheduled?
Example: When is sa-0027 scheduled?
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Salesforce Field Service Field Service Operations Home
Examples of Mobile Worker Utterances
Here’s a list of recommended utterances that give Field Service mobile workers the best results.
Expected Result Examples of Recommended Utterances
The details of my next appointment What’s my next service appointment?
The details of my next work order Show me my next work order
The details of my next work order line item Find my next work order line item
Today’s appointments Show me my service appointments scheduled for today
Today’s work orders Show me my work orders scheduled for today
This week’s work orders Show me my work orders for the upcoming week
The address of the next scheduled appointment What’s the address of my next service appointment?
The details of the asset that’s relevant to the next appointment What’s the asset for my next appointment?
Field Service Operations Home
Track and monitor the health of your field service workforce, assets, processes, and customers with
EDITIONS
personalized KPIs and actionable insights.
To access the Field Service Home, complete the Field Service Intelligence Setup on page 951. Einstein generative AI is
available in Lightning
Experience. Setup for
Access Essential Tools Quickly Einstein generative AI is
available in Lightning
Streamline and enhance the management of your field service workforce. Use actionable insights
Experience.
to improve business outcomes, drive strategic decision-making, and automate repetitive tasks to
enhance efficiency. Field Service Operations Home enhances the efficiency and effectiveness of The Field Service core
your field service teams by providing real-time insights and quick access to essential tools and apps. features, managed
To access your Field Service apps, select All Field Service Features. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
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Salesforce Field Service Field Service Operations Home
Transform Operations with Insight Cards
Insight cards highlight key performance indicators (KPIs) to guide your strategic choices. You can monitor the metrics and catch potential
issues early. Badges indicate whether your metrics are in Good, Warning, or Critical status. Insights are available for assets, resources,
service appointments, and work orders.
To focus on the metrics that matter most to you, click Manage Insights. To prioritize how they’re displayed, click Reorder Followed
Insights.
Adjust KPI thresholds to set specific performance benchmarks and identify areas that need attention. You can set lower and upper limits
and apply filters that focus on the data you want to highlight. If you need to see a KPI from several perspectives,custom views let you
save a specific set of thresholds and filters. From My Views, select Save View. To switch between view, select Manage Views. When
you're using views and an update is applied, saved views and insights are reset and need to be re-created.
Category Insight How You Use It
Assets Average Time Between Failures For better maintenance insights, track the length of time between asset failures.
Unscheduled Downtime To boost operational efficiency, track the unscheduled downtime count based
on the average of Asset Downtime Period records that are categorized as
Unplanned .
Resources Average Travel Time To optimize your resources, track the average time that it takes for an assigned
resource to travel to an appointment.
Resource Utilization Rate To use resources optimally, track the percentage of hours that a resource works
out of their total available hours. Hours worked is the total of all service
appointments, travel time, and breaks compared to resource absences.
Availability is the total operating hours compared to the resource’s time slot
and shifts.
Service First-Time Fix Rate To improve performance, track the percentage of service appointments marked
Appointments as Complete.
Average Appointment Duration To manage your resources effectively, track the average duration of service
appointments marked as Complete. This value is calculated from the Duration
field on service appointments.
On-Time Arrival Rate To track how often appointments start on time, the number of appointments
whose Actual Start time occurs before the Scheduled Start time.
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Category Insight How You Use It
Due Date Violations To stay on top of overdue tasks and ensure timely follow-ups, track the total
number of service appointments that are assigned to a resource, a past due
date, and a status of None.
Can’t Complete Service To identify and address obstacles, track the total number of service
Appointment appointments with a status of Cannot Complete.
Unscheduled Service Appointments To proactively manage your schedule, track the total number of unscheduled
service appointments with a status of None.
Work Orders Average Work Order Response Time To keep your workflow efficient, track the average time taken to schedule a
work order after it’s created.
New Work Orders To stay on top of customer needs, track the total number of work orders with
a status of New.
Manage Field Service Work Orders
Work orders, which track work to be performed for customers, are the heart of Field Service. Learn
EDITIONS
how to create and customize work orders and maintenance plans.
Available in: both Salesforce
Create Field Service Work Orders Classic (not available in all
Create work orders to track work that your team does for customers. orgs) and Lightning
Experience
Create Field Service Work Plans
Learn how to create and use Field Service work plans to deliver consistent service. The Field Service core
features, managed
Create Field Service Maintenance Plans package, and mobile app
Create Field Service preventive maintenance plans for assets so your customers never miss a are available in Enterprise,
beat. With maintenance plans you define how often maintenance visits occur and generate Unlimited, and Developer
work orders for future visits. Editions.
Troubleshooting Work Order Generations in Field Service
If work orders aren’t generating as expected these guidelines can help you resolve any issues.
SEE ALSO:
Set Up Work Order Management for Field Service
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Salesforce Field Service Create Field Service Work Orders
Create Field Service Work Orders
Create work orders to track work that your team does for customers.
EDITIONS
1. From the Work Orders tab or the Work Orders related list on a record, click New.
Available in: both Salesforce
2. Optionally, select a work type. Work types are templates that auto-populate these settings on
Classic (not available in all
work orders:
orgs) and Lightning
Experience
Duration
The Field Service core
Duration Type
features, managed
Minimum Crew Size package, and mobile app
are available in Enterprise,
Recommended Crew Size Unlimited, and Developer
Editions.
Service Report Template
Skill Requirements
USER PERMISSIONS
Products Required
To create work orders:
Auto-creation of a service appointment • Create on work orders
Attached knowledge articles To view work order line
items:
• Read on work orders
3. Enter the address for the work order. The work order’s service appointments and line items
To create, update, or delete
inherit its address, though the address on line items can be updated. work order line items:
4. Optionally, to link each work order line item to a price book entry (product), select a price book. • Edit on work orders
5. To track pricing on work orders, enter the tax amount. For example, in a work order whose total
price is $200, enter 20 to apply a 10 percent tax. You can enter a number with or without the
currency symbol and use up to two decimal places.
6. Complete the remaining fields as needed.
7. Save your work.
8. Optionally, add details in the work order’s related lists.
Work Order Line Items Subtasks or steps that must be performed to complete the work order. Line items can be marked
as completed one by one, and can each have their own active service appointment, work type,
and required skills and products. Pricing details like discounts and unit price are set at the line
item level.
Child Work Orders Child records of the work order, which are useful in complex jobs.
Service Appointments Records of visits to the customer. Work orders and work order line items can have multiple service
appointments. To create a service appointment at the same time as the work order, select
Auto-Complete Service Appointment on the associated work type.
Products Required Inventory require to complete the work order. For details, see Track Required Inventory in Field
Service.
Skill Requirements Skills required to complete the work order. For help, see Add Required Skills to Work Orders or
Work Types for Field Service.
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Salesforce Field Service Create Field Service Work Orders
Articles Relevant knowledge articles.
Resource Preferences Service resource for the work order that’s preferred, required, or excluded. Resource preference
is set based on the resource preference on the work order’s asset, location, or account, in that
order. Salesforce sets the preference using the first resource preference it finds on asset, then
location, then account. If a resource preference exists, Salesforce doesn’t create a new one.
Add Service Resource Preferences in Field Service
Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order
line items. Ensure great customer service by matching the best worker to the job.
Add Required Skills to Work Orders or Work Types for Field Service
Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work
types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.
Attach Knowledge Articles to Work Orders or Work Types
Interact with knowledge articles on Field Service work orders, work order line items, and work types.
Guidelines for Creating Work Orders for Field Service
Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders.
Work Order Pricing Guidelines for Field Service
Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your
business.
SEE ALSO:
Work Order Fields for Field Service
Customize Work Order Settings for Field Service
Trailhead: Field Service Center Customization
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Salesforce Field Service Create Field Service Work Orders
Add Service Resource Preferences in Field Service
Designate certain service resources as preferred, required, or excluded on accounts, assets, locations,
EDITIONS
work orders, and work order line items. Ensure great customer service by matching the best worker
to the job. Available in: both Salesforce
Work orders and work order line items inherit the resource preference from one of the work order's Classic (not available in all
related records: asset, location, or account. The system looks for a resource preference first on asset, orgs) and Lightning
then location, then account, and copies the first preference it finds. The resource preference used Experience
for scheduling depends on which record (work order or work order line item) is the direct parent The Field Service core
of the service appointment. If you don’t want to establish resource preferences at the account level, features, managed
add them to individual work orders or work order line items. package, and mobile app
To enforce resource preferences during scheduling, use the Required Resources and Excluded are available in Enterprise,
Resources work rules. Unlimited, and Developer
Editions.
Scheduling and optimization considers resource preferences in different ways.
• Through scheduling rules: To determine whether the service appointment is scheduled to the
USER PERMISSIONS
specified resource, use the Required Resources and Excluded Resources work rules in your
scheduling policy. To view resource
• Through scheduling objectives: To set a preference for scheduling the service appointment to preferences:
the specified resource, use the Resource Preference service objective. • Read on the parent
object (work orders or
1. On a work order or account, click New in the Resource Preferences related list. accounts) AND Read on
2. Select a service resource. You can’t add preferences for service resources who are inactive or service resources
dispatchers. To create, edit or delete
resource preferences on
3. Select a preference type: Preferred, Excluded, or Required.
work orders:
4. Save your changes. • Edit on work orders AND
Read on service
Example: resources
• If your customer had a positive experience with Alicia, a service resource, create a resource To create, edit or delete
preference on the customer’s account that designates Alicia as Preferred. The Preferred resource preferences on
Resource service objective prefers scheduling to Alicia depending on the weight you set accounts:
on the service objective in the scheduling policy. • Edit on accounts AND
Read on service
• If your customer had a bad experience with Nigel, a service resource, create a resource
resources
preference on the customer’s account that designates Nigel as Excluded. The Excluded
Resource work rule in the scheduling policy ensures that Nigel isn’t assigned service
appointments from this account.
• If your customer purchased a complex piece of equipment that was installed by Evan, a
service resource, create a resource preference on the customer’s account that designates
Evan as Required. The Required Resource work rule in the scheduling policy makes sure
that Evan is assigned service appointments from this account.
The customer’s work orders automatically list those three preferences. This helps the dispatcher
know to assign their service appointments to Evan and, if a second worker is needed, to Alicia
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if she is available. The dispatcher also knows never to assign the account’s service appointments to Nigel.
SEE ALSO:
Work Rule Type: Excluded Resources
Work Rule Type: Required Resources
Create and Manage Field Service Objectives
Add Required Skills to Work Orders or Work Types for Field Service
Ensure that every field service appointment is assigned to a service resource with the right skills.
EDITIONS
Add skill requirements to work types, work orders, and work order line items so they can be checked
against a service resource’s assigned skills. Available in: both Salesforce
Adding required skills to work types saves you time and keeps your business processes consistent. Classic (not available in all
Work orders and work order line items inherit their work type’s required skills. For example, a orgs) and Lightning
refrigeration company can add a skill requirement of Refrigerator Maintenance—skill level 50—to Experience
their Annual Maintenance work type. When an agent creates a work order for their customer’s The Field Service core
annual fridge maintenance, selecting that work type on the work order adds the required skill. features, managed
If the Field Service managed package is installed, you can use Guided Setup to add required skills package, and mobile app
to work types. From the App Launcher, find and open the Field Service Admin app, and then click are available in Enterprise,
the Field Service Settings tab. Then, click Go to Guided Setup, select Create Work Types and Unlimited, and Developer
Skills, and enter skills in the Skill Requirements field of any work type. Editions.
You can also add required skills to work orders, work order line items, or work types from the Skill
Requirements related list, outside of Guided Setup. USER PERMISSIONS
1. Navigate to the record that needs required skills. To view skill requirements:
2. In the Skill Requirements related list, click New. • Read on the parent
object (work orders or
3. Select a skill. When you’re not using of Guided Setup, skills must be created before they can be work types) AND Read
added as a requirement; to learn how, see Create Skills for Field Service. on skills
4. Enter a skill level from 0 to 99.99 based on how your business measures skill level.
To create, edit or delete skill
5. Click Save. The skill now appears in the Skill Requirements related list on the record. requirements on work
orders or work order line
You can enforce skill requirements during schedule optimization using the Match Skills work rule. items:
This rule ensures that appointments are assigned only to service resources who possess the required
• Edit on work orders AND
skills listed on the parent record. If you’re not using the Field Service managed package, skill
Read on skills
requirements serve as a suggestion rather than a rule.
To create, edit or delete skill
requirements on work types:
SEE ALSO: • Edit on work types AND
Skill Fields for Field Service Read on skills
Create Skills for Field Service
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Salesforce Field Service Create Field Service Work Orders
Attach Knowledge Articles to Work Orders or Work Types
Interact with knowledge articles on Field Service work orders, work order line items, and work types.
EDITIONS
Attach an Article Available in: both Salesforce
Classic (not available in all
Search for and attach articles to a record from the Articles related list, the Knowledge One console orgs) and Lightning
widget, or the Knowledge component in Lightning Experience. Experience
• In Salesforce Classic: In the Articles related list on a record, click Find Article to search for an
The Field Service core
article, and then attach it. features, managed
• In the Salesforce Classic console: To attach articles to work types, use the Articles related list on package, and mobile app
the work type. To attach articles to work orders or work order line items, use the Knowledge are available in Enterprise,
One widget or the Articles related list. Unlimited, and Developer
• In Lightning Experience and the Lightning Experience console: In the Knowledge component on Editions.
a record, search for the article and then attach it.
View an Attached Article
Attached articles appear in the Articles related list, Knowledge Lightning component, and Knowledge One console widget. View an
article by clicking its title. If feed tracking for related lists is enabled, you can navigate to attached articles from the record feed.
On article detail pages in Salesforce Classic, the Linked Work Orders and Linked Work Order Line Items related lists show the records that
an article is attached to. A Linked Work Types related list isn’t available.
Update an Attached Article
To publish a new version of an article, open the article and click Edit.
When you attach an article to a work order or work order line item, that version of the article stays associated with the record even if
later versions are published. If needed, detach and reattach an article to ensure that the record is linked to the latest version of the article.
The Linked Article Version field on the linked article detail page leads to the attached version.
Note: Only one version of an article can be attached to a record.
Detach an Article
Detach articles from the Articles related list or Knowledge One console widget in Salesforce Classic, and from the Knowledge component
in Lightning Experience.
Note: Linked articles have the following limitations.
• Quick actions and global actions aren’t supported for linked articles.
• The Article widget and Feed Articles Tool aren’t available in the feed view.
• In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the
Salesforce mobile app, linked articles can’t be accessed from feed items.
• The Linked Work Types related list isn’t available on articles in any platform.
• The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console,
use the Articles related list.
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Salesforce Field Service Create Field Service Work Orders
• Linked articles are read-only in the Salesforce mobile app.
SEE ALSO:
Set Up Knowledge for Work Orders
View Knowledge Articles in the Field Service Mobile App
Guidelines for Creating Work Orders for Field Service
Work orders help you track tasks to be performed on a product. Learn how to create and manage
EDITIONS
work orders.
Available in: both Salesforce
View Work Orders Classic (not available in all
orgs) and Lightning
View work orders from the Work Orders tab or the Work Orders related list on the following types Experience
of records:
The Field Service core
• Accounts features, managed
• Assets package, and mobile app
• Cases are available in Enterprise,
Unlimited, and Developer
• Contacts
Editions.
• Entitlements
• Maintenance plans
• Service contracts
• Return orders
• Return order line items
• Service contracts
Note: Add work orders to the console to manage work orders and their associated records in one place.
Create Work Orders
Create and edit work orders from the Work Orders tab or the Work Orders related list.
When you create a work order, add line items to the work order from the Work Order Line Items related list. Work order line items are
tasks that a mobile worker must perform to complete a work order. They can be marked as completed one by one, and they make it
easier to track and improve field service processes. Pricing details like discounts and unit price are set at the line item level on work
orders.
Delete Work Orders
Delete work orders on the work order’s detail page or the Work Orders related list. Deleting a work order moves it to the Recycle Bin.
Any notes, attachments, activities, line items, and service appointments associated with the work order are also deleted. If you undelete
the work order, the associated items are undeleted.
Create Work Order Hierarchies
Work orders can have child work orders, which are standalone records that can be scheduled, given statuses, and assigned.
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Salesforce Field Service Create Field Service Work Orders
Child work orders help you account for cancellations. When work is canceled, you can set the work order status to Canceled and create
a child work order. This lets you track first-time rates and analyze cancellation reasons.
Share Work Orders
You may be able to grant extra access to work orders beyond what your org’s default sharing model allows. However, you can’t make
the sharing model more restrictive than the default.
To see who has access to a work order, click Sharing on the work order’s detail page. Work order line items inherit their parent work
order’s sharing settings. To learn more, see Limit Access to Field Service Records.
How Work Orders and Service Appointments Intersect
Service appointments on work orders and work order line items represent service visits to the customer. While work orders and work
order line items let you enter general information about a task, service appointments track details about when, where, and how a visit
occurs. Schedule optimization is based on service appointment data.
Work orders and work order line items provide important capabilities, including price book association and Salesforce Knowledge
integration. The Field Service mobile app experience is also optimized for service appointments whose parent record is a work order or
work order line item.
Service Resource Preferences
The resource preference related list stores a preferred, required, or excluded resource. When a work order or work order line item is
created, the resource preference is copied from the record’s asset, location, or account. Salesforce sets the preference using the first
resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one.
SEE ALSO:
Work Order Fields for Field Service
Work Order Pricing Guidelines for Field Service
Work orders and work order line items have several price-related settings. Learn about these settings
EDITIONS
and how to apply them to your business.
If you’ve set up a product catalog in Salesforce to track the goods and services that you offer, you Available in: both Salesforce
can associate items in your price books with work orders and their line items, similar to the way Classic (not available in all
you can associate products with opportunities or orders. If a work order lists a price book, you can orgs) and Lightning
link each work order line item to a price book entry (product) from the price book. Experience
For example, if you create a work order for a solar panel installation, select a price book in the Price The Field Service core
Book lookup field on the work order. Then, use the Price Book Entry lookup field on its work order features, managed
line items to select items in your price book, such as Site Assessment, Solar Panel, and Inverter. A package, and mobile app
quick glance at a completed work order’s line items shows you which products from your product are available in Enterprise,
catalog were sold as part of the work order. Unlimited, and Developer
Editions.
Work orders contain these price-related fields.
Work Order Field Description
Discount (Read only) The weighted average of the discounts on all line items
on the work order. It can be any positive number up to 100.
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Salesforce Field Service Create Field Service Work Orders
Work Order Field Description
Subtotal (Read only) The total of the work order line items before discounts and taxes are applied.
Total Price (Read only) The total of the work order line items’ price after discounts but before tax is added.
Grand Total (Read only) The total price of the work order with tax added.
Price Book The price book associated with the work order. Adding a price book to the work order lets
you link each work order line item to a product included in the price book.
Tax The total tax on the work order in a currency format. (Do not enter a percentage.) For example,
in a work order whose total price is $100, enter $10 to apply a 10 percent tax. You can enter
a number with or without the currency symbol and you can use up to two decimal places.
Work order line items contain these price-related fields.
Work Order Line Item Field Description
Discount The percent discount to be applied to the line item’s subtotal. You can enter a number with
or without the percent symbol and you can use up to two decimal places.
Subtotal (Read only) The line item’s unit price multiplied by the quantity.
Total Price (Read only) The line item’s subtotal with discounts applied. This field is blank until you add a
unit price and save the line item.
List Price (Read only) The price of the line item (product) as listed in its corresponding price book entry.
If a product isn’t selected, the list price defaults to zero. When you select a product to link to
the line item, you can see the product’s list price next to its name and ID in the lookup window.
The list price field populates when you save the line item.
Product The name of the product associated with the line item. The lookup only lists products that
are included in the parent work order’s price book. When you select a product and save the
line item, the following fields are populated on the line item:
• List Price
• Unit Price
• Subtotal
• Total Price
Inline editing isn’t supported on the Product field. To change the product on a line item, click
Edit. Adding a product updates the list price, unit price, subtotal, and total price based on the
related entry in the work order’s price book.
Unit Price By default, the unit price for a work order line item is the line item’s list price from the price
book, but you can change it.
Completing Price Fields
• When completing work order price fields, complete only the Price Book and Tax fields. The Discount, Subtotal, Total Price, and Grand
Total fields are automatically calculated based on line item fields.
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Salesforce Field Service Create Field Service Work Plans
• When completing work order line item price fields, complete only the Product and Discount fields. The Subtotal, Total Price, List
Price, and Unit Price fields are automatically calculated based on other line item fields.
• Apply discounts to work orders at the line item level. If your work order doesn’t have line items, its discount is zero.
• Work order line items don’t have to be linked to a product. For example, perhaps you use line items only to track tasks. Just keep in
mind that if the Product field is blank, you can’t use the List Price, Unit Price, Discount, Quantity, Subtotal, or Total Price fields.
• If you plan to use price books for work orders, users need “Use” sharing access to the price book object to complete the following
actions:
– Create or edit work orders with the Price Book field completed
– Create work order line items with the Product field completed
– Create products consumed with the Price Book Entry field completed
• A price book entry is returned in search results only if its currency matches the work order's currency.
Deleting Products and Price Books
• You can’t delete a price book that’s linked to a work order.
• You can’t delete a product that’s linked to a work order line item.
• You can’t delete a price book entry that’s linked to a work order line item. Price book entries are linked to work order line items via
the Product lookup field.
• You can’t remove a price book from a work order if its line items are linked to products from that price book.
SEE ALSO:
Work Order Fields for Field Service
Work Order Line Item Fields for Field Service
Create Field Service Work Plans
Learn how to create and use Field Service work plans to deliver consistent service.
EDITIONS
Learn About Work Plans Available in: Lightning
Keep Field Service workers on track with guided steps for completing their work. Experience
Set Up Work Plans The Field Service core
Customize your work plans settings, assign users permissions to manage work plans, and map features, managed
fields that display information for work plans and work steps. package, and mobile app
are available in Enterprise,
Build and Manage Work Plans Unlimited, and Developer
Create and maintain work plans by defining templates for work steps and work plans, and create Editions.
work plan selection rules.
When the managed
View and Complete Work Plans package is installed,
Back-office workers can view and complete work plans on their desktop. scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
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Salesforce Field Service Create Field Service Work Plans
Learn About Work Plans
Keep Field Service workers on track with guided steps for completing their work.
EDITIONS
Work plans are a set of prescribed steps that guide front-line and back-office workers on how to
complete a work order. By following steps in work plans, field service teams can complete Available in: Lightning
assignments quickly, consistently, and with less guesswork. Experience
Work plans appear on a work order or work order line item. Each plan shows an ordered list of work The Field Service core
steps. A work step can be a simple instruction such as “Put on your safety goggles.” Or it can be a features, managed
quick action or a field service mobile flow that guides workers through a procedure. package, and mobile app
are available in Enterprise,
To make work steps and work plans easier to manage, they’re created from templates. Templates
Unlimited, and Developer
help reuse plans and common steps across these plans. For example, service managers can reuse
Editions.
a work plan template for safety checks and add steps for work in an earthquake zone.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
Automate how work plans are assigned to work orders or work order line items using work plan selection rules. Service managers
configure rules that add plans based on fields such as work type, asset, location, and service contract. A selection rule generates a
point-in-time copy of a work plan and its steps from the templates, and it adds them to work orders or work order line items.
For example, for break-fix procedures, define work step templates and work plan templates for different assets. The selection rules map
required work plans to asset types. When the service manager creates a work order or work order line item for an asset, the rules add
instances of the right plans and steps.
Front-line and back-office workers view work plans on the work order or work order line item. As they complete steps, quick actions and
flows guide them through the work.
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Salesforce Field Service Create Field Service Work Plans
Creating, maintaining, and using work plans is a team effort.
• Service managers, operations managers, or dispatchers typically build and maintain work plans. They define templates for work
steps and work plans, and they create work plan selection rules.
• Salesforce Admins assign the right permissions for users to use and manage work plans. Also, if there’s a work step that uses a field
service mobile flow, the admin usually creates it.
• Front-line and back-office workers are the consumers of work plans. They’re often a great resource to help admins build and refine
work step and work plan templates.
Here’s a summary of objects related to work plans.
• Work Step Template: A reusable pattern that describes a task. It can include a quick action or a field service mobile flow.
• Work Plan Template: A reusable pattern that describes an ordered list of steps.
• Work Plan Template Entry: A step, in the form of a work step template, that’s added to a work plan template.
• Work Plan Selection Rule: The logic that selects which work plan templates and steps to associate with a work order or work order
line item.
• Work Plan: A checklist that’s displayed on a work order or work order line item.
• Work Step: A task on a checklist that the worker can complete.
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Salesforce Field Service Create Field Service Work Plans
Set Up Work Plans
Customize your work plans settings, assign users permissions to manage work plans, and map fields
EDITIONS
that display information for work plans and work steps.
Available in: Lightning
Enable Work Plans Experience
Before you customize its settings, enable your work plans. The Field Service core
Customizing Work Plans Settings features, managed
Adjust work plans settings to accommodate your needs. package, and mobile app
are available in Enterprise,
Assign User Permissions for Work Plans Unlimited, and Developer
Give users access to work plans. Editions.
Map Fields for Work Plans When the managed
Learn how standard fields for work plans are mapped from templates and how to map custom package is installed,
fields. scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
Enable Work Plans
Before you customize its settings, enable your work plans.
EDITIONS
1. From Setup, in the Quick Find box, enter Work Plans, and then select Generate Work Plans
and Work Steps from templates and selection rules. Available in: Lightning
Experience
2. Optionally, to configure the flow logic that changes the work step status, select Manually
update a work step’s status when flows are launched. To automatically set a work step’s The Field Service core
status to Complete or Failed when flows are launched, deselect this option. features, managed
3. In Object Manager, edit page layouts for work order and work order line item objects. Add Work package, and mobile app
are available in Enterprise,
Steps and Work Plans to the layout in Related Lists. Under Mobile & Lightning Actions, add
Unlimited, and Developer
Generate Work Plans, Add Work Plans, and Delete Work Plans so that these actions appear in
Editions.
the action menu.
When the managed
package is installed,
SEE ALSO:
scheduling and optimization
Flows consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To enable work plans:
• Customize Application
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Salesforce Field Service Create Field Service Work Plans
Customizing Work Plans Settings
Adjust work plans settings to accommodate your needs.
EDITIONS
• Display the Work Plans Lightning web component on the work order or work order line item
record page. Available in: Lightning
Experience
– Add the related lists for your work steps and work plans to the page layout of the work
order or work order line item. The Field Service core
– Use the Lightning App Builder to add the component to the layout of the work order or features, managed
work order line item record page. package, and mobile app
are available in Enterprise,
– Activate the record page to make it available to your Lightning Experience and mobile users
Unlimited, and Developer
by using the Activation function in the Lightning App Builder. Editions.
Note: If you haven’t already customized the work order or work order line item record When the managed
page, the Work Plans component is added to the record page layout by default. package is installed,
The Work Plans component is also available for Experience Builder sites. To learn how to scheduling and optimization
add it to your site’s page, see Edit Pages and Components in Experience Builder. consider shift availability.
Confirmed shifts appear on
• For the Work Plans Lightning web component and mobile app, create custom actions to display the Gantt.
on the action menu of the work plan and work step records.
– In Object Manager, go to Buttons, Links, and Actions and create a new action for the work plan or work step object.
– Add the action to the page layout of the work plan or work step record. For the mobile app, add the action to Quick Actions in
the Salesforce Classic Publisher.
Note: For an optimal experience with the Work Plans component, we recommend that you customize the action menu to
display the Complete and Not Applicable actions first.
The mobile app doesn’t support custom actions that are associated with mobile flows and lightning actions.
• Customize the fields displayed on the work plan and work step records. In the page layout of the work plans and work steps’ related
lists, select the fields to display.
Note: For the information to appear properly on the Work Plans Lightning Web Component, we recommend that you first
include these fields in the layout:
– For work plans: Execution Order, Name, and Work Order Line Item
– For work steps: Execution Order, Name, and Status
• In Object Manager, edit page layouts for the work plan template object. To display the standard New Work Plan Selection Rule screen
to users, select the New button to show in the layout of the work plan selection rule related list. To display the enhanced New Work
Plan Selection Rule screen, select the New Rule button.
• Adjust service reports to include work plans and work steps information. To do that, adjust your service report template on page 516
to include work plans and work steps related lists information in reports. By default, work steps are grouped by work plan.
Considerations for Work Plans
• Only standard fields are supported for work plan selection rules.
• When the user clicks the Complete button for a work step and the step is completed successfully, we assign the first status value
from the Completed status category. If the work step gets paused, we assign the first status value from the Paused status category.
• In Process Builder, if you want to use objects related to work plans, enter w in the picklist to show them. Otherwise, Process Builder
doesn’t list them.
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Salesforce Field Service Create Field Service Work Plans
• In work steps, predefined and custom global quick actions, custom object-specific actions defined on work order and work step
objects, and field service mobile flows are supported.
– For the mobile app, we support Create, Update, and Flow quick actions.
– If a quick action or mobile flow fails to load for a work step, an error icon appears next to the step’s status icon. For actions
showing errors, confirm that the action still exists and that it works on mobile. For flows showing errors, confirm that the user
has Flow permissions.
• For the mobile app, we recommend that you create a page layout specific for mobile profiles when using work plans.
• If you have customizations such as validation rules or lookup filters that prevent the creation of a work step connected to a work
plan, that work plan doesn’t auto-generate.
• Work plans can’t be auto-generated if the following two conditions are true:
– The work orders are created and updated to set the Owner to be a Queue during Create by a Flow, Workflow, or similar automation.
– The work plan template has an associated work plan template and work step.
The Work Step object has a child relationship to Work Plans. Work Step doesn't have an Owner ID field and is derived only from the
associated work plan. The auto-generation process validates the work step owner, checks if it can be assigned to a queue (which it
can’t), and silently fails in the background. As a result, the work order is created without the work plan.
SEE ALSO:
Introducing Lightning Web Components
Quick Actions
Flows
Activate Lightning Experience Record Pages
Create and Configure Lightning Experience Record Pages
Manage Service Reports
Customize Related Lists
Set Up and Manage Experience Cloud Sites
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Salesforce Field Service Create Field Service Work Plans
Assign User Permissions for Work Plans
Give users access to work plans.
EDITIONS
• For users who create or manage work plans, assign them Read, Create, Edit, Delete, and View
All permissions on work plan templates, work step templates, and work plan selection rules. Available in: Lightning
• For users who work with work plans on desktop or mobile, assign them Read and Update Experience
permissions on work plans and work step records. The Field Service core
• To let users run quick actions and flows from work steps, assign them these permissions. features, managed
package, and mobile app
– For global quick actions, give users the Create permission on related objects and the Update
are available in Enterprise,
permission on records. For example, to run the action Create New Account, users need the
Unlimited, and Developer
Create permission on the Account object. To modify account records, users need the Update Editions.
permission for those records.
– To execute field service mobile flows, users need the Run Flows permission or the Flow When the managed
package is installed,
User field enabled on the user detail page. To allow users with the standard user profile to
scheduling and optimization
create and run flows, give them the Manage Flows permission.
consider shift availability.
• To let users work with the Manage Work Plan Template Entries window, assign them Read and Confirmed shifts appear on
Edit permissions on the Execution Order field of the Work Plan Template Entry object. the Gantt.
• To view the Work Plans Lightning web component, assign users Read access on the Execution
Order, Status, and Status Category fields.
SEE ALSO:
Introducing Lightning Web Components
Quick Actions
Flows
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Salesforce Field Service Create Field Service Work Plans
Map Fields for Work Plans
Learn how standard fields for work plans are mapped from templates and how to map custom
EDITIONS
fields.
Standard fields for work plan templates, work step templates, and work plan template entries are Available in: Lightning
automatically mapped to work plans and work steps. The mapping of these fields can’t be changed. Experience
The standard fields that are mapped from work plan templates to work plans are Name, Description,
The Field Service core
and Execution Order. The fields that are mapped from work step templates and work plan template
features, managed
entries to work steps are Action Definition, Action Type, Description, Execution Order, Name, and package, and mobile app
Work Plan Execution Order. are available in Enterprise,
You can also add custom fields to work plan templates, work step templates, and work plan template Unlimited, and Developer
entries so that your workers have all the information they need to efficiently and accurately complete Editions.
their work. You can then map which fields to copy from the templates to a work plan or work step When the managed
record. package is installed,
1. Add custom fields to the work plan template / work step template / work plan template entry scheduling and optimization
and to the work plan / work step. consider shift availability.
Confirmed shifts appear on
2. From Setup, in the Quick Find box, enter Work Plans. On the Custom Field Mapping card
the Gantt.
in Work Plans Settings, select which custom field values to include from templates in work plans
and work steps. You can:
USER PERMISSIONS
a. Map custom fields from work plan templates to work plans.
b. Map custom fields from work step templates and work plan template entries to work steps. To customize work plans
custom field mapping:
Note: You can’t delete a custom field mapped to a work plan or a work step. • Customize Application
3. Save your work. When work plans are generated, the custom fields are copied from the templates
to the work plan and work steps of a work order or work order line item.
In the Field Service mobile app, custom fields that take numerical inputs show plus and minus buttons only if the custom field name
starts with Quantity. All other custom fields that take numerical inputs show a text box.
Guidelines for Mapping Custom Fields for Work Plans
Learn the best practices for mapping custom fields from templates to work plans and work steps. Mapping custom fields helps your
front-line workers retain important information that they use to complete their work.
Guidelines for Mapping Custom Fields for Work Plans
Learn the best practices for mapping custom fields from templates to work plans and work steps. Mapping custom fields helps your
front-line workers retain important information that they use to complete their work.
• Map any of these field types to custom fields of the same data type.
– Formula
– Auto Number
– Checkbox
– Currency
– Date
– Date / Time
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Salesforce Field Service Create Field Service Work Plans
– Geolocation
– Number
– Percent
– Phone
– Picklist
– Multi-select Picklist
– Text
– Text Area
– Text Area (Long)
– Text Area (Rich)
– Text (Encrypted)
– Time
– URL
• Each target field can have one source field mapped to it.
• You can map Auto Number fields to field types Text or Text Area.
• You can map Text and Text Area fields to custom field types of Text, Text Area, Text Area (Long), and Picklist. If you map to a Picklist
field, the picklist must be unrestricted.
• You can map custom Picklist fields to custom field types of Text, Text Area, and Picklist (unrestricted), but not Text Area (Long).
• When mapping between Picklist and Text fields, if the source field value is longer than the target field allows, your data truncates.
• You can map custom lookup fields to custom lookup fields pointing to the same object.
• When mapping source entity custom fields (Work Plan Templates / Work Step Templates / Work Plan Template Entries), the selected
target entity custom field (Work Plan / Work Step) must be of equal or greater length.
• You can’t delete mapped custom fields from the source entity or the target entity. To delete a field, remove its mapping first.
• You can’t change the field type of a mapped field. To change a field’s type, remove its mapping first.
• You can’t uninstall a package that references fields included in Work Plans Custom Field Mapping. Before uninstalling the package,
remove any mappings of referenced fields.
• When mapping custom number, currency, or percent fields, the target field must have the same length and number of decimal
places.
• Don’t map custom formula fields to other formula fields or any other type of field.
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Salesforce Field Service Create Field Service Work Plans
Build and Manage Work Plans
Create and maintain work plans by defining templates for work steps and work plans, and create
EDITIONS
work plan selection rules.
Available in: Lightning
Before You Begin Experience
Create and design sample work plans. The Field Service core
Get Started with Work Plans features, managed
Here’s a quick overview of how to get started with work plans. package, and mobile app
are available in Enterprise,
Create Work Step Templates Unlimited, and Developer
Start by creating work step templates for the smallest individual units of work. Editions.
Create Work Plan Templates When the managed
Build work plan templates from your work step templates. package is installed,
Manage Work Step Templates scheduling and optimization
consider shift availability.
Manage the work plan template entries that store the work step templates associated with
Confirmed shifts appear on
your work plan template.
the Gantt.
Create Work Plan Selection Rules
Add selection rules to automate how work plans are assigned to work orders.
Generate Work Plans
Generate work plans automatically on work orders and work order line items.
Adjust Plans and Steps on Work
Tweak work plans and work steps on a work order or work order line item.
Delete Work Plans and Steps
If you modify a work plan, you can delete the previous plan and its steps on an existing work order or work order line item.
Before You Begin
Create and design sample work plans.
EDITIONS
Collaborate with your team and outline sample work plans. For example, to design work plans for
wind turbine maintenance, you capture typical maintenance steps at 6-month and annual intervals. Available in: Lightning
A table or spreadsheet can help you identify how to reuse and revise work plans. Experience
The Field Service core
Work Plan Work Steps 6-Month Annual features, managed
Safety & PPE package, and mobile app
• Log arrival are available in Enterprise,
• Put on safety gear Unlimited, and Developer
Editions.
Generator • Lubricate generator bearings When the managed
maintenance
• Change generator filter package is installed,
• Replace gear oil scheduling and optimization
consider shift availability.
Confirmed shifts appear on
Hydraulic systems • Check fluid levels the Gantt.
• Refill reservoirs
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Salesforce Field Service Create Field Service Work Plans
Work Plan Work Steps 6-Month Annual
• Drain and replace hydraulic fluid
Blade/bearing • Lubricate main bearings
maintenance
• Lubricate pitch and yaw bearings
• Retorque bolts
For this planned maintenance example, work plan selection rules use the work type field to represent the type of visit. Because the same
safety and blade/bearing maintenance procedures occur at both visits, the rules can replicate the work plans for both visit types.
Get Started with Work Plans
Here’s a quick overview of how to get started with work plans.
EDITIONS
Create a library of work step templates for individual tasks (1). Organize those step templates into
work plan templates. You can create a library of work plan templates, such as a library of asset Available in: Lightning
maintenance procedures (2), and then define rules that select the right plans for work assignments Experience
(3).
The Field Service core
When you create a work order or work order line item, your rules add a point-in-time copy of plans features, managed
and their steps based on your rules. Also, you can generate work plans on existing work orders or package, and mobile app
work order line items (4). are available in Enterprise,
Unlimited, and Developer
Your workers can then see what to do in the work plans that appear. Front-line workers can view
Editions.
the work plans on-site on their mobile app and back-office workers can view them on their desktops.
As they perform steps, they can mark them as completed (5). When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
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Create Work Step Templates
Start by creating work step templates for the smallest individual units of work.
EDITIONS
1. In the app launcher, click Work Step Templates.
Available in: Lightning
2. Click New, and enter a name for the work step template.
Experience
3. Optionally, in Action Definition, select a quick action, a screen flow, or a field service mobile
flow. The Field Service core
features, managed
Note: On the Field Service mobile app, use flows of type Field Service Mobile only. When package, and mobile app
you use work plans on a web browser, work steps that have a quick action that launches are available in Enterprise,
a Lightning web component (LWC) in Action Definition don’t work. They’re supported Unlimited, and Developer
only in the Field Service mobile app. Editions.
Quick actions defined on work steps and work orders can be added to Action Definition. When the managed
package is installed,
4. Enter an optional description.
scheduling and optimization
5. Click Active. consider shift availability.
Confirmed shifts appear on
6. Save the work step template.
the Gantt.
USER PERMISSIONS
To create work step
templates:
• Create and Read on
work step templates
To view work step
templates:
• Read on work step
templates
To update work step
templates:
• Edit and Read on work
SEE ALSO:
step templates
Quick Actions
To delete work step
Flows templates:
• Delete and Read on
work step templates
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Salesforce Field Service Create Field Service Work Plans
Create Work Plan Templates
USER PERMISSIONS EDITIONS
To create work plan templates: Create and Read on work plan templates Available in: Lightning
Experience
To view work plan templates: Read on work plan templates
The Field Service core
To update work plan templates: Edit and Read on work plan templates
features, managed
To delete work plan templates: Delete and Read on work plan templates package, and mobile app
are available in Enterprise,
To associate a work step template with a Create and Read on work plan template Unlimited, and Developer
work plan template: Editions.
When the managed
Build work plan templates from your work step templates. package is installed,
scheduling and optimization
1. In the app launcher, click Work Plan Templates. consider shift availability.
2. Click New, and enter a name for the work plan template. Confirmed shifts appear on
the Gantt.
3. Optionally, enter a positive value for relative execution order and a description.
4. Click Active.
5. Save the work plan template.
6. To associate a work step template with a work plan template, see Manage Work Step Templates on page 364.
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Salesforce Field Service Create Field Service Work Plans
Manage Work Step Templates
Manage the work plan template entries that store the work step templates associated with your
EDITIONS
work plan template.
1. On the work plan template, open the Related tab. On the Work Plan Template Entries related Available in: Lightning
list, click Manage. Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
2. To add steps to the work plan template, click Add, and select work step templates from the
list.
USER PERMISSIONS
To manage work plan
template entries:
• Create, Update, and
Delete on work plan
templates
To add work plan template
entries:
• Create on work plan
templates
To reorder work plan
3. Save your work. template entries:
• Update on work plan
4. To remove steps from the work plan template, select the relevant work step templates, and templates
click Remove Selected.
To remove work plan
5. To confirm the action, click Remove. template entries:
6. To reorder the work step templates, click Reorder, and select the relevant work step templates. • Update and Delete on
work plan templates
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Salesforce Field Service Create Field Service Work Plans
7. To reorder the steps, click Move to Top , Move Up , Move Down , or Move to Bottom , and then click Save Reorder.
8. If you’re done, click Done.
Create Work Plan Selection Rules
Add selection rules to automate how work plans are assigned to work orders.
EDITIONS
Work plan selection rules generate point-in-time copies of work plans from templates. For example,
when you create a work order with a work type of monthly maintenance, your rule can copy the Available in: Lightning
monthly maintenance work plan template and its steps to the work order. Experience
The criteria in a work plan selection rule is the trigger. It tells Salesforce which plan to copy to the The Field Service core
work order or work order line item. features, managed
package, and mobile app
Note: If an annual maintenance visit includes the steps for monthly maintenance, define are available in Enterprise,
multiple rules, where one rule adds the annual work plan and another rule adds the monthly Unlimited, and Developer
work plan. For example, you can use the work type field as a trigger in your rules. Editions.
If your Salesforce admin configured the standard New Work Plan Selection Rule screen for you,
When the managed
follow these instructions to create a work plan selection rule. package is installed,
1. In the app launcher, click Work Plan Templates. scheduling and optimization
consider shift availability.
2. On the work plan template, open the Related tab. On the work plan selection rules related list,
Confirmed shifts appear on
click New.
the Gantt.
3. Select one or more fields as rule criteria. Values for work types, assets, locations, service contracts,
products, or service territories can be specified in the work plan selection rule criteria. These
fields are matched with the corresponding fields on the work order or work order line item to USER PERMISSIONS
determine whether this selection rule is applicable to the work order or work order line item. To create work plan
If applicable, the corresponding work plan template is copied as a work plan for the work order selection rules:
or work order line item. • Create and Read on
work plan selection rules
Note: The rule generates a work plan when all fields in the rule match corresponding
fields in the work order or work order line item. For example, if the rule specifies a work Read permissions on
objects
type and an asset as the selection criteria, it adds the work plan only when both fields
match on the work order. To view work plan selection
rules:
• Read on work plan
selection rules
To update work plan
selection rules:
• Edit and Read on work
plan selection rules
Read permissions on
objects if changed
To delete work plan
selection rules:
• Delete and Read on
work plan selection rules
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Salesforce Field Service Create Field Service Work Plans
4. Enter an optional description for your rule.
5. Click Active.
6. To create more rules, click Save & New. If you’re done, click Save.
Note: You can also create work plan selection rules by clicking New in the Work Plan Selection Rules list view.
If your Salesforce admin configured the enhanced New Work Plan Selection Rule screen for you, follow these instructions to create a
work plan selection rule.
1. In the app launcher, click Work Plan Templates.
2. On the work plan template, open the Related tab. On the work plan selection rules related list, click New Rule.
3. Enter an optional description for your rule.
4. Click Active.
5. Select one or more selection rule values as rule criteria. Values for work types, assets, locations, service contracts, products, or service
territories can be specified in the work plan selection rule criteria. These field values are matched with the corresponding fields on
the work order or work order line item to determine whether this selection rule is applicable to the work order or work order line
item. If applicable, the corresponding work plan template is copied as a work plan for the work order or work order line item.
Note: The rule generates a work plan when all fields in the rule match corresponding fields in the work order or work order
line item. For example, if the rule specifies a work type and an asset as the selection criteria, it adds the work plan only when
both fields match on the work order.
If a rule specifies a product as the selection criteria, the rule doesn’t look for the corresponding field on the work order because
no product field exists there. Instead, it looks at the Asset field and finds the matching product on the corresponding asset.
Note: If you don't select any values and the work plan selection rule is active, the related work plan template is added to all
new work orders or work order line items.
6. Save your work.
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Salesforce Field Service Create Field Service Work Plans
Generate Work Plans
Generate work plans automatically on work orders and work order line items.
EDITIONS
After you define templates and rules, you can generate work plans on new or existing work.
Available in: Lightning
Here’s how to generate work plans on a new work order or work order line item.
Experience
1. In the app launcher, click Work Orders or Work Order Line Items.
The Field Service core
2. Click New. features, managed
3. To match the trigger in your selection rule, select one or more fields. For example, select Work package, and mobile app
Type. are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To generate work plans on
a work order or work order
line item:
• Edit and Read on work
order or work order line
item
Read and View All on
work plan templates
and work step templates
4. Click Save. to use the Add Work
Plan and Generate Work
5. To see the work steps and work plans that your rules generated, open the work order or work Plans actions
order line item, and view the Work Plans Lightning web component.
Read on work plan
selection rules
Note: If you have customizations such as validation rules or lookup filters that prevent the creation of a work step connected
to a work plan, that work plan doesn’t auto-generate.
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Salesforce Field Service Create Field Service Work Plans
On a work order or work order line item, you can select Generate Work Plans from the action menu. When columns in a rule match a
field in the work order or work order line item, the rule generates a work plan on that record. This action doesn’t change preexisting
work plans, but it’s a handy way to add a plan.
Adjust Plans and Steps on Work
Tweak work plans and work steps on a work order or work order line item.
EDITIONS
Sometimes it’s necessary to adjust plans and steps on a work order or work order line item. For
example, suppose your company requires a new safety procedure on every job. Create a work plan Available in: Lightning
template with the procedure, and use that template to add the plan to outstanding work orders. Experience
If you don’t have an existing template, you can use the New button.
The Field Service core
To add a work plan from a work plan template, follow these steps. features, managed
1. On the work order or work order line item, select Add Work Plans from the action menu. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To add work plans on a
work order or work order
line item:
• Edit and Read on work
order or work order line
2. Select one or more work plans to add from the list of work plan templates. You can search and item
select plans from your search results. The Show Selected link lets you see what’s selected.
Create, Edit, and View All
on work plan templates,
work step templates,
and work plan selection
rules
To add work steps to a work
plan:
• Edit and Read on work
order or work order line
item
Edit and Read on work
plans
Read on work step
3. Click Add. Added work plans and work step instances appear in the related lists. templates
Note: You can add work plans more than one time. We don’t prevent duplicates.
To add another work step from a work step template.
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Salesforce Field Service Create Field Service Work Plans
1. On the work order or work order line item, go to the Work Plans related list.
2. Select a work plan, or create a new one.
3. On the work plan record, select Add Work Steps from the action menu.
4. Select work step templates and click Add.
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Salesforce Field Service Create Field Service Work Plans
Delete Work Plans and Steps
If you modify a work plan, you can delete the previous plan and its steps on an existing work order
EDITIONS
or work order line item.
Note: This action deletes all work plans on the work order or work order line item. Available in: Lightning
Experience
1. On the work order or work order line item, select Delete Work Plans from the action menu.
The Field Service core
Note: If the work order includes a work order line item that has its own plans, we don’t features, managed
delete the plans from the child work order line item. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To delete work plans:
• Delete and Read on
work plans
2. To add the latest versions of your plans and steps, select Generate Work Plans from the action
menu.
View and Complete Work Plans
Back-office workers can view and complete work plans on their desktop.
EDITIONS
As a back-office worker, you want to complete assignments quickly and accurately. To help you
reach this goal: Available in: Lightning
Experience
• Use the Work Plans Lightning web component on the work order or work order line item.
• Use the related list of work steps on the work order or work order line item. The Field Service core
features, managed
package, and mobile app
Complete Work with Work Plans Lightning Web Component are available in Enterprise,
The Work Plans component displays the work plans and work steps associated with the work Unlimited, and Developer
order or work order line item. You can use it to view and complete assignments quickly and Editions.
accurately.
When the managed
Complete Work with the Work Steps Related List package is installed,
Use the work steps related list associated with a work order or work order line item to view and scheduling and optimization
complete your work. consider shift availability.
Confirmed shifts appear on
the Gantt.
SEE ALSO:
Introducing Lightning Web Components
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Salesforce Field Service Create Field Service Work Plans
Complete Work with Work Plans Lightning Web Component
The Work Plans component displays the work plans and work steps associated with the work order
EDITIONS
or work order line item. You can use it to view and complete assignments quickly and accurately.
1. On the Work Plans component, expand the relevant work plan record to view its details and Available in: Lightning
its associated work steps. Experience
Note: You can load only the first two fields from the Work Steps related list on the Work The Field Service core
Plan. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To view the work plan
record:
• Read on Execution
Order, Name, and Work
Order Line Item fields
To view the work step
2. On the work plan record, view the progress of the work plan on the progress ring. The progress record:
ring is updated based on the real-time progress of the work plan. • Read on Execution
Order, Action Definition,
3. On the work step record, view the status of the step on the step’s status icon. and Action Type fields
4. To mark a step’s status completed, click Complete on the work step record, or select Complete To update the work step
on the action menu of the step. record:
• Update on Status and
Note: You can also mark a step Not Applicable on the work step’s action menu. Status Category fields
If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status
as completed. If the step includes a quick action or a field service mobile flow, selecting
Complete starts it. When a quick action starts, we change the work step’s status to Complete when the action is completed. When
a flow starts, the status changes according to the way the flow is configured. Completed work steps remain on the work plan record.
SEE ALSO:
Introducing Lightning Web Components
Quick Actions
Flows
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Salesforce Field Service Create Field Service Work Plans
Complete Work with the Work Steps Related List
Use the work steps related list associated with a work order or work order line item to view and
EDITIONS
complete your work.
1. On the work order or work order line item, open the work steps related list. Available in: Lightning
The list shows steps from the plans and the recommended execution order. Experience
2. On the action menu of a step, select Complete. The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
Note: You can also mark a step Not Applicable on the work step’s action menu. To view work steps:
• Read on work plans
If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status
as completed. If the step includes a quick action or a field service mobile flow, selecting To update work steps:
Complete starts it. For example, this step starts the Log a Call quick action. • Edit on work plans
When a quick action starts, we change the work step’s status to Complete when the action is completed. When a flow starts, the
status changes according to the way the flow is configured. Completed work steps remain on the work step related list.
SEE ALSO:
Quick Actions
Flows
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Salesforce Field Service Create Field Service Maintenance Plans
Create Field Service Maintenance Plans
USER PERMISSIONS EDITIONS
To create maintenance plans: Create on maintenance plans Available in: both Salesforce
Classic (not available in all
To view maintenance assets: Read on maintenance plans and assets
orgs) and Lightning
To create, update, or delete maintenance Edit on maintenance plans Experience
assets:
The Field Service core
To generate work orders for a maintenance Read on assets and work types AND Create features, managed
plan: on work orders and service appointments package, and mobile app
are available in Enterprise,
To edit page layouts: Customize Application Unlimited, and Developer
Editions.
Create Field Service preventive maintenance plans for assets so your customers never miss a beat.
With maintenance plans you define how often maintenance visits occur and generate work orders for future visits.
Note: The fields displayed depend on your page layout settings.
1. From the Maintenance Plans tab or related list, click New.
2. Enter a start date, If applicable, enter an end date, for example, where you’ve a service contract that entitles the customer to two
years of maintenance visits. All work orders related to the plan must fall within this date range.
3. Select a work type. Maintenance work rules for and maintenance assets covered by the plan inherit the same work type, though
you can update them to use a different work type.
4. Select an account and contact that represent the customer.
5. If the maintenance plan tracks work that’s outlined in a service contract, select the service contract. You can associate assets covered
by the maintenance plan with contract line items on the service contract.
6. If the maintenance visits are at a location that’s tracked in Salesforce, such as a customer site, select the location.
7. In the Generation Timeframe and Generation Timeframe Type fields, enter how far in advance you want work orders to be generated
at one time.
For example, to generate 3 months’ worth of work orders at a time, enter 3 and select Months.
8. Enter the date of the first work order in the next batch, which corresponds to the work order’s Suggested Maintenance Date.
For example, if you want the first maintenance visit to take place on May 1, enter May 1. When you generate work orders, the earliest
work order shows a Suggested Maintenance Date of May 1. The dates on the later work orders are based on the Generation Timeframe,
Frequency, and End Date settings. Also, batch timing is calculated at the maintenance asset level or at the work rule level. So if the
maintenance plan includes assets or work rules, after each batch is run, the Suggested Maintenance Date auto-updates on:
• if assets have no work rules, the maintenance assets
• if assets have work rules, on the work rules.
9. Optionally, enter the days for the maintenance window start and end. These settings impact the Earliest Start Permitted and Due
Date fields on the maintenance plan’s work orders’ service appointments. If the maintenance window fields are left blank, the service
appointment date fields list their work order’s suggested maintenance date.
For example, enter 3 for both the maintenance window start and end. The Earliest Start Permitted and the Due Date will be, respectively,
3 days before and 3 days after the Suggested Maintenance Date on each work order.
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Salesforce Field Service Create Field Service Maintenance Plans
10. To create work orders automatically, select Auto-generate work orders. If this option isn’t selected, you must click Generate Work
Orders on the maintenance plan to generate a new batch.
a. To run batch generation before the maintenance plan’s Date of the first work order in the next batch, enter a Generation
Horizon. For example, a generation horizon of 5 means that a new batch of work orders is generated 5 days before the
maintenance plan’s date of the first work order in the next batch. If you don’t specify a generation horizon, it defaults to zero.
b. If you don’t want a new batch of work orders to be generated until the final work order in the current batch is completed, select
Generate new batch upon completion. A work order is considered completed when its status falls into one of the following
status categories: Cannot Complete, Canceled, Completed, or Closed.
A separate work order is created for each maintenance asset for each maintenance date. Therefore, batch size reflects the generation
timeframe, frequency, and the number of assets covered by the plan. For example, if the plan covers two assets and has a generation
timeframe of 2 months and a frequency of 1 month, four work orders are generated at a time.
11. If more than one asset is associated with this maintenance plan, select a Work Order Generation Method: one work order for each
asset or one work order line item for each asset.
12. If work order generation method is One work order line item per asset, select a Service Appointment Generation Method: one
service appointment for the parent work order or one service appointment for each work order line item.
To learn more about work order and service appointment generation, see How Do Generation Methods Work?.
13. Enter a title and description for the maintenance plan.
14. Save your changes.
15. Add assets covered by the plan in the Assets related list. Maintenance assets inherit their plan’s work type and date of the first work
order in the next batch.
Note: To control which fields appear in the related list, edit the Related List on the Maintenance Assets page layout in Setup.
16. To use advanced recurrence, add maintenance work rules in the Maintenance Work Rules related list to schedule maintenance for
all of the plan’s assets. These rules act as the default for any assets without their own maintenance work rules. If not all assets are
covered by the same maintenance schedule, add maintenance work rules to those assets to override the maintenance work rules
on the maintenance plan.
17. If you didn’t select the option to auto-generate work orders, click Generate Work Orders on the maintenance plan to generate a
batch of work orders. Otherwise, they’re automatically generated for you.
Generation can’t create a combined total of more than 2,600 work orders and work order line items at a time. To decrease the number
of work orders and work order line items generated, make one of these changes:
• Increase the Frequency value
• Decrease the Generation Timeframe value
• Remove assets from the maintenance plan
Guidelines for Generating Work Orders from a Maintenance Plan
Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn
how to generate work orders from a maintenance plan.
Guidelines for Working with Maintenance Work Rules
With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance
work rule settings affect work order generation.
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Salesforce Field Service Create Field Service Maintenance Plans
Guidelines for Preventive Maintenance
To optimize technician productivity and increase uptime and mean time to failure of equipment, create preventive maintenance
plans for your assets.
SEE ALSO:
Maintenance Plan Fields
Trailhead: Field Service Preventive Maintenance
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Salesforce Field Service Create Field Service Maintenance Plans
Guidelines for Generating Work Orders from a Maintenance Plan
Field Service maintenance plans offer a quick way to automate the creation of work orders for
EDITIONS
periodic maintenance visits. Learn how to generate work orders from a maintenance plan.
Note: Refer to Guidelines for Working with Maintenance Work Rules on page 380 for details Available in: both Salesforce
on how work orders are generated from maintenance work rules. Classic (not available in all
orgs) and Lightning
Experience
How Many Work Orders Are Generated at a Time?
The Field Service core
Maintenance plan work orders are generated in batches. The number of work orders in a batch is features, managed
based on several maintenance plan settings: package, and mobile app
• Generation timeframe: determines how far into the future work orders are generated are available in Enterprise,
Unlimited, and Developer
• Frequency: determines the amount of time between work order dates Editions.
• Number of maintenance assets: work order is created per asset, per suggested maintenance
date
USER PERMISSIONS
For example, with a generation timeframe of 1 year, a frequency of 2 months, and two maintenance
assets, one batch contains 14 work orders that cover 1 year’s worth of maintenance visits. Work To create work orders from
orders are also generated for the final day of the timeframe. If the generation timeframe is 1 year maintenance plans
and the Date of the first work order in the next batch is January 1, 2020, work orders are also • Create, view, and edit on
generated for January 1, 2021. Service Appointments,
Work Orders, and Work
Note that the Work Order Number field might not correspond sequentially with the Suggested Order Line Items
Maintenance Date field. For more information, refer to the Work Order developer documentation. View and edit on
Maintenance Plan,
Maintenance Work
How Do I Generate Work Orders? Rules, and Maintenance
You can manually generate each batch of work orders or choose to have a new batch generated Assets
automatically. If frequent changes are needed after each visit, manual generation gives you more AND
control. Automatic generation provides the assurance that you’re delivering the maintenance you View on Assets
promised to your customer.
To view, create, and update
Both methods allow you to customize batch generation timing using Generation Horizon (Days)
recordset filter criteria
or select Generate new batch upon completion. For details, see Maintenance Plan Fields.
• View, create, and edit on
Note: If Generate new batch upon completion is selected, a new batch of work orders Service Appointments,
Shifts, Recordset Filter
isn’t generated for a maintenance asset until the final work order for that asset in the current
Criteria, and Recordset
batch is completed. If one maintenance asset’s final work order is completed but another’s Filter Criteria Rules
is stalled, work orders are generated only for the first maintenance asset. This behavior results
AND
in a staggered batch generation schedule for the maintenance plan.
Delete on Recordset
To manually generate work orders from a maintenance plan: Filter Criteria and
• Confirm that Auto-generate work orders isn’t selected. Recordset Filter Criteria
Rules
• Click Generate work orders. When the Work order generation status on the maintenance
plan changes to Complete, the generated work orders appear in the Work Orders related list. View access on the
Source Object, Filtered
• If the maintenance work rules date of the first work order in the next batch is earlier than the Object, and Filtered
current date minus the generation time frame, the update Next Suggested Maintenance Object fields
Date to fall into the eligible date range.
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Salesforce Field Service Create Field Service Maintenance Plans
• If the Next Suggested Maintenance Date is outside the eligible generation window, adjust that date to align with the date of
generation to yield expected results. For example, if you expect work orders to be created on a specific date of the month, ensure
that the Next Suggested Maintenance Date is within the eligible generation window.
To turn on automatic generation, select Auto-generate work orders.
If Auto-Generation Is Turned On, When Is a New Batch Generated?
When you’re using maintenance plans without maintenance work rules:
• If the maintenance plan includes assets, a new batch is generated for each maintenance asset on the maintenance asset’s Date of
the first work order in the next batch.
• If the maintenance plan doesn’t include any assets, a new batch is generated on the maintenance plan’s Date of the first work order
in the next batch.
When you’re using maintenance plans with maintenance work rules, the maintenance plan gets picked up regardless of the next
suggested maintenance date on the maintenance plan or the maintenance asset.
To further customize batch generation timing, specify a Generation Horizon (Days) or select Generate new batch upon completion.
For details, see Maintenance Plan Fields.
Can I Get a Report of the Work Orders Generated?
To receive a Chatter post detailing the work orders, work order items, and service appointments generated for each maintenance plan,
see the following topics:
• Customize chatter feed tracking
• Turn on field history tracking on work order generation status
• Create a report type on the feed to see all the feeds in one report
How Do Generation Methods Work?
Generation methods can help simplify dispatch by combining work for the same day into a parent work order with a work order line
item for the relevant asset covered by the maintenance plan. Also, you can choose to create a service appointment for the work order
or suite work order line item.
On a maintenance plan, select your generation method preferences.
• Choose whether to create one work order or one work order line item for each maintenance asset. Where you have maintenance
work rules on a maintenance asset, it means one work order or one work order line item for each maintenance work rule.
• If you select One work order line item per asset, choose whether to create a service appointment for each work order or each
work order line item.
To ensure that all assets with the same suggested maintenance date are maintained under one work order, select One work order line
item per asset. If each asset needs a separate service appointment, select One service appointment per work order line item.
When One work order line item per asset is set, a work order line item is generated for each relevant asset and maintenance work
rule. All work order line items sharing Next Suggested Maintenance Date are grouped under a work order.
Note: To provide guidance on which asset to service first, second, and so on, create guided actions, or flows, in the parent work
order.
If Work Order Generation Method is left as None, the generation is defaulted to one work order per asset.
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Salesforce Field Service Create Field Service Maintenance Plans
Work Order Service Appointment Result
Generation Method Generation Method
One work One work One One
order per order line service service
asset item per appointment appointment
asset per work per work
order order line
item
If Work Order Generation Method is set to One work order per asset, you
can’t set a Service Appointment Generation Method.
Each asset and relevant maintenance work rule creates a work order. If a work
type is associated with auto-create service appointment enabled, a service
appointment is created for each work order.
Example: A maintenance plan with four assets, a generation time frame of 6
months, and a frequency of 1 month produces:
• Four work orders a month, 24 work orders for 6 months.
• A service appointment for each work order, if the auto-create service
appointment is enabled on an associated work type.
Invalid: If Work Order Generation Method is set to One work order line
item per asset, you must select a Service Appointment Generation Method.
One parent work order is created, a work order line item is created for each asset
and relevant maintenance work rule, and one service appointment is created
for the parent work order, even if the associated work type doesn’t have
auto-create service appointment enabled.
Example: A maintenance plan with four assets, a generation time frame of 6
months, and a frequency of 1 month produces:
• One work order each month, six work orders for 6 months.
• Four work order line items on each work order.
• A service appointment for each parent work order, 1 per month, and six
work orders for 6 months.
One parent work order is created, a work order line item is created for each asset
and relevant maintenance work rule, and if the associated work type has
auto-create service appointment enabled for work order line items, one service
appointment is created for each work order line item.
Example: A maintenance plan with four assets, a generation time frame of 6
months, and a frequency of 1 month produces:
• One work order each month, six work orders for 6 months.
• Four work order line items on each work order.
• If auto-create service appointment for work order line item is enabled on
the work type, a service appointment for each work order line item, four
service appointments per month, 24 work orders for 6 months.
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Why Aren’t Service Appointment Due Dates Following Maintenance Plan Settings?
When a service appointment is created for a generated work order, the work type Due Date Offset overrides the due date set by the
maintenance plan.
To avoid this override, create two work types, one for non-maintenance plan service appointments and another for maintenance plan
service appointments. Leave the Due Date Offset empty in the work type for maintenance plan service appointments. For example,
create a Site Survey work type with a Due Date Offset of 5 days and Site Survey - Maintenance Plan with Due Date Offset left empty.
How Are Addresses Added to Work Orders?
You can automatically add an address to the work orders in an org. The address on the work order is then automatically added to any
resulting service appointments. To determine the address, the work order or work order line item looks for an address to add in this
order: the asset address, the visitor address on the asset's location, and then the shipping address on the maintenance plan account.
The address field on the work order or work order line item is populated only if:
• The Populate Address for Work Orders or Work Order Line Items permission is selected in Field Service Settings.
• The maintenance plan uses maintenance work rules.
• The generation method isn’t one work order line item per asset, and the service appointment isn’t one service appointment per
work order.
Before you select this option, review the addresses for your assets, locations, and accounts. Clean up the addresses so that they’re
consistent with your maintenance plan conventions. For example, if all assets have an address or location address and use 1asset1WOLI
and 1SA1WOLI, make sure all assets under the same maintenance plan have the same address or location address.
How is the Work Order Subject Created?
The work order Subject field consists of the Suggested Maintenance Date and the Asset or Account fields from the maintenance
plan. The subject is formatted as follows:
Maintenance <Asset/Account/Empty>: <Suggested Maintenance Date>
Where <Asset/Account/Empty> is based on the following precedence:
• If the asset field is available, it takes precedence and is used.
• If the asset field isn’t available, the account field is used.
• If the asset or account fields aren't available, the section is left empty.
How Do I Change Generation Methods or Maintenance Schedules After Work Orders Are Generated?
If your maintenance plans have work orders or work order line items associated with them, changing their generation schedule on the
maintenance asset or in the maintenance work rules isn’t recommended. To change maintenance plan generation frequencies, either
delete the incomplete work orders and regenerate them. Or set an end date to expire the current maintenance plan and create one
with the appropriate generation method and recurrences.
SEE ALSO:
Create Field Service Maintenance Plans
Maintenance Plan Fields
Trailhead: Field Service Preventive Maintenance
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Guidelines for Working with Maintenance Work Rules
With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance
work rule settings affect work order generation.
Number of Maintenance Work Rules Per Maintenance Plan
We recommend that there are no more than the equivalent of 2,000 maintenance work rules per maintenance plan. The number of
maintenance work rules on a maintenance plan is the sum of:
• the number of maintenance work rules on maintenance assets.
• the equivalent number of maintenance work rules on maintenance assets derived from the maintenance plan for maintenance
assets without maintenance work rules.
Example: Number of Maintenance Work Rules Per Maintenance PlanA maintenance plan has ten maintenance
assets. The maintenance plan has three maintenance work rules. Two of the maintenance assets have maintenance work rules,
one has one rule and the other two. The number of equivalent maintenance work rules is as follows:
• Maintenance work rules on maintenance assets: 1 + 2 = 3
• Maintenance work rules derived from the maintenance plan: 8 (maintenance assets without maintenance work rules) * 3 =
24
This configuration gives an equivalent work rule count of 27.
We recommend no more than 5 maintenance work rules per maintenance plan and no more than 5 maintenance work rules per
maintenance asset.
Understanding Work Order Generation
You can generate work orders from information on the maintenance plan alone. Or you can generate work orders from information on
the maintenance plan and the maintenance work rules associated with the maintenance plan or its assets. The following table illustrates
the differences in how these two approaches generate work orders automatically and manually.
Recurrence scenario Maintenance plan Maintenance plan Maintenance plan Maintenance plan
without maintenance without maintenance with maintenance with maintenance
work rules work rules work rules work rules
Generation mode Rolling Batch Rolling Batch
Date range that Date of first work order Date of first work order Date of first work order Date of first work order
determines eligible for in the next batch in the in the next batch is in the next batch in the in the next batch is
work order generation range of today minus before maintenance plan range of today minus before maintenance plan
Generation Time Frame End Date. Generation Time Frame End Date.
to the first of today plus to today plus
Generation Horizon or Generation Horizon
maintenance plan End plus Generation Time
Date. Frame, as long as this
range is before the
maintenance plan End
Date
Last possible The earliest of Date of The earliest of Date of Today plus Generation The earliest of Date of
suggested first work order in the first work order in the Horizon plus first work order in the
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Recurrence scenario Maintenance plan Maintenance plan Maintenance plan Maintenance plan
without maintenance without maintenance with maintenance with maintenance
work rules work rules work rules work rules
maintenance date that next batch plus next batch plus Generation Time next batch plus
work orders are Generation Time Frame Generation Time Frame Frame. Generation Time Frame
generated for or maintenance plan End or maintenance plan End or maintenance plan End
Date. Date. Date.
Last day in the Work orders generated Work orders generated Work orders generated Work orders generated
generation window can include the last day. can include the last day. exclude the last day. exclude the last day.
Generation approach, Batch window Batch window Rolling window Batch window
see Batch Versus Rolling
Generation on page 383
Automatic generation Yes N/A Yes N/A
upon work order
completion
Respects sort order N/A N/A If Generate new batch Yes. except when the
upon completion isn’t Date of first work order
selected, then Sort in the next batch values
Order is respected. are offset.
If Generate new batch See also, Manual
upon completion is generation example on
selected, then page 382 in Sort Order
maintenance work rules and the Generate New
associated with the last Batch Upon Completion
incomplete work orders Setting.
or work order line items
aren’t considered when
evaluating sort order.
See also, Automatic
generation example on
page 382 in Sort Order
and the Generate New
Batch Upon Completion
Setting.
Work Order Generation Generates up to 2,600 Show an online error Sends a Chatter Sends a Chatter
Limit Enforcement work orders and advises message and doesn’t notification and doesn’t notification and doesn’t
of limit enforcement in a generate any work generate any work generate any work orders.
Chatter message. orders. orders.
The following diagram shows how work orders are created in rolling generation versus batch generation.
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Example: Rolling Generation
The following diagram shows the generation of work orders for an asset that has Generate new batch upon completion set,
Generation Timeframe set to 6 months and maintenance work rules for:
• Major maintenance to be performed every six months
• Minor maintenance to be performed every two months, but skipped when major maintenance is performed
When the major maintenance for July 2021 is then delayed by 7 months, the work order for the major maintenance in January
2022 isn’t generated. Instead the work order for the minor maintenance is created. Before the major maintenance for July 2021 is
completed, the generation window opens for July 2022 and generates work orders for the minor maintenance. When the major
maintenance is completed, its maintenance work rule becomes eligible in the next generation window and the work order for
the major maintenance in July 2022 is generated. After this, assuming work orders are completed on time, the schedule generates
as expected.
Example: Batch Generation
Take a maintenance work rule recurring monthly for 12 months. The first maintenance work rule starts on 7/1 and has a sort order
of 1 and the second maintenance work rule starts on 8/1 with a sort order of 2. From 7/1/2020 to 6/1/2021 only the first maintenance
work rule, because of its lower sort order number, generates work orders. But on 7/1/2021, the second maintenance work rule
generates work orders when the first maintenance work rule is no longer attempting to generate work orders.
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Batch Versus Rolling Generation
In batch generation, work orders are generated for the asset’s generation timeframe and then not considered for generation again until
the generation timeframe has passed. The Generation Horizon and Generation Upon Completion features aren’t available for batch
generation.
In rolling window generation, when work order generation runs it creates work orders according to the recurrence pattern for eligible
maintenance work rules from the current date to the current date plus the generation horizon plus the generation timeframe.
By default, manual and automatic work order generation use a rolling window for calendar-based preventive maintenance. You can still
opt to use a batch window to create work orders manually for calendar-based maintenance plans. However, that option doesn’t support
advanced features such as Generation Horizon and Generation Upon Completion. To generate work orders using a batch window,
go to Field Service Settings and select Use batch generation to create work orders manually.
In the following diagram, the generation timeframe is 6 months and the generation horizon is 0 days. The blue bar represents the batch
generation window. The start of the blue bar is when auto generation runs. Not all generation events are shown, automatic generation
runs 3 times daily.
Eligible Maintenance Work Rules
Eligible maintenance work rules are rules whose date of first work order in the next batch is between:
• the current date minus the generation time frame and
• the current date plus the generation time frame plus the generation horizon.
If an eligible maintenance work rule's date of first work order in the next batch is earlier than the current date, generation doesn’t create
work orders for the period between the date of the first work order in the next batch and the current date.
Maintenance work rules whose date of first work order in the next batch is earlier then the current date minus the generation time frame
will start generating work orders when the date of first work order in the next batch is updated to fall into the eligible date range.
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For example, take the case where today is 1/8 and a maintenance work rule has a generation time frame of 10 days and generation
horizon of 8 days:
• If the date of first work order in the next batch is 1/11, the maintenance work rule is eligible for generation and work orders following
the recurrence pattern are generated from 1/11 to 1/26.
• If the date of first work order in the next batch is 1/1, the maintenance work rule is eligible for generation and work orders following
the recurrence pattern are generated from 1/8 to 1/26.
• If the date of first work order in the next batch is 12/15, then no work orders are generated because 12/15 is before today's date
minus the generation timeframe that is 1/8 minus 10 days giving 12/29.
Understanding Work Order Recurrence
A recurrence pattern determines how often maintenance visits are scheduled based on the maintenance plan. To create a maintenance
schedule, you can use a maintenance work rule on the maintenance asset or maintenance plan, or you can use the frequency fields on
the maintenance plan. Additionally, if you need more flexibility to meet your work order generation needs, define RRULE in the API to
create a highly customized schedule.
Note: We’ve started the process for retiring the maintenance plan frequency fields. Update your maintenance plans to take
advantage of maintenance work rules instead. Learn more
When a work order is scheduled, the recurrence frequency is determined in this order:
Maintenance asset maintenance work rules > Maintenance plan maintenance work rules > Maintenance plan frequency
fields
Maintenance work rules on the maintenance asset override any recurrence defined on the maintenance plan. If there are no maintenance
work rules defined for the maintenance asset, the maintenance work rules on the maintenance plan are used to set the recurrence. If
there are no maintenance work rules defined on the maintenance asset or maintenance plan, then the frequency fields on the maintenance
plans are used to define the recurrence pattern.
Example: Recurrence Hierarchy There’s a maintenance plan with 2 maintenance assets (MA). The maintenance work rules
(MWR) are defined as:
• The maintenance plan has MWR1
• MA1 has no MWR
• MA2 has MWR2
MA1 uses MWR1 (inherits from the maintenance plan). MA2 uses MWR2 (overrides what's on maintenance plan).
Using MONTHDAY
The RRULE property MONTHDAY allows you to schedule an event that occurs monthly on a specific date. For example, you can use the
MONTHDAY property to generate work orders on the first of every month:
“FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=1;”
While generating work orders on the first of every month is straightforward, generating work orders on the 31st of every month requires
you to specify additional RRULE properties. To generate work orders on the 31st of every month, you could use this RRULE:
“FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=31;”
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However in Salesforce, that RRULE generates work orders on the last day of every month: Jan 31, Feb 28, Mar 31, April 30, May 31, June
30, July 31, Aug 31, Sep 30, Oct 31, Nov 30, Dec 31. In the API, you can specify additional properties in your RRULE to produce work orders
only for months with 31 days:
FREQ=MONTHLY;COUNT=30;INTERVAL=1;WKST=MO;BYMONTH=1,3,5,7,8,10,12;BYMONTHDAY=31
This RRULE ensures that work orders are only generated on Jan 31, Mar 31, May 31, Jul 31, Aug 31, Oct 31, Dec 31.
Date of the First Work Order in the Next Batch and Maintenance Work Rule Alignment
If the entered Date of first work order in the next batch doesn’t match the RRULE pattern, the system uses the earliest date in the current
month or later that matches the RRULE and is within the generation time frame. It’s possible that a date matching the RRULE in the
current month isn’t within the generation time frame, as shown in most of the following examples.
For example, if the RRULE is set to generate work orders on the first day of every other month, with a generation time frame of 2 months,
and today is 8/19/2020 the following occurs:
Entered Date of first work order in Earliest date in the current month Suggested maintenance date of
the next batch according to the RRULE work orders or work order line items
generated
8/19, meaning today 8/1, but it’s in the past 10/1
8/4, or any date in the past in the current 8/1, but it’s in the past 10/1
month
8/29, a date in the future in the current 8/1, but it’s in the past 10/1
month
7/30, a date in the past in a past month 7/1, but it’s in the past 9/1
9/20, a date in the future in a future month 9/1, it’s in the future, but the generation 11/1
time frame is 9/20 to 11/20
9/1, the earliest date matching the RRULE 9/1 9/1
after the current date
Using Sort Order
Sort order determines how work orders are generated for a maintenance asset when that maintenance asset has two or more maintenance
work rules attempting to generate a work order for the same date. Sort order works as follows:
• When maintenance work rules for generation have different sort orders, only work orders for the rules with the lowest sort order
value are generated.
• When maintenance work rules for generation have the same sort order, all the work orders are generated.
After consideration for generation, maintenance work rules have their Date of first work order in the next batch advanced as though all
their work orders were generated, as shown in the Multiple Rules with Multiple Sort Orders example.
Example: Multiple Rules with Multiple Sort Orders
Albert, the service manager at Red Brick Building Services, receives details of a new contract to maintain an air conditioning system.
The contract provides for minor maintenance every 3 months and a major service once a year. On February 10, Albert sets up
maintenance work rules as follows:
• Annual maintenance starting on February 1 of the following year with a sort order of 1
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• Minor maintenance starting on May 1 with a sort order of 2.
These work orders are generated:
Minor maintenance rule Annual maintenance rule
May 1 Work orders generated NA
August 1 Work orders generated NA
November 1 Work orders generated NA
February 1 No work orders generated, but Date of Work orders generated
first work order in the next batch
advanced to May 1
Example: Multiple Rules with the Same Sort Orders
Georgia, the pool hygiene manager for Crystal Clear Pools, receives details for a cleaning contract for a new pool installation. This
contract includes a monthly pool clean and the application of a chemical treatment every 3 months.
After Georgia adds the customer details and creates a maintenance plan and the pool asset, she sets up two maintenance work
rules:
• A rule for the monthly service to take place on the 10th of each month, with a sort order of 1.
• A rule for the 3-month chemical treatment to take place on the 10th of every third month, with a sort order of 1. But because
the initial treatment was applied when the pool was installed, Georgia sets the Date of first work order in the next batch
3 months in the future.
These work orders are generated:
Monthly service rule Three-month chemical treatment
rule
First month Work orders generated NA
Second month Work orders generated NA
Third month Work orders generated Work orders generated
Edge Cases in Sort Order and the Generate New Batch Upon Completion Setting
When the Generate new batch upon completion option is selected and a maintenance work rule with the lowest sort order value is
eligible for a generation but its last work order is incomplete, the maintenance work rule’s work order isn’t generated. The rule’s Date
of first work order in the next batch is advanced as though it was generated. Then:
• If there are other maintenance work rules with the lowest sort order value eligible for generation, work orders corresponding to
these rules are generated else,
• If there are maintenance work rules with a higher sort order value eligible for generation, work orders corresponding to these rules
are generated.
When the maintenance work rule's last work order is marked as complete, the rule will be considered for generation in the next generation
cycle.
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Understanding the Work Order Generation Limit
The maximum number of work orders that can be generated per maintenance plan is 2,600. As a result, there’s a practical limit of 2,600
maintenance assets per maintenance plan.
The 2600 limit refers to the number of work orders generated per plan per each round of work order generation. It doesn't count the
work orders already generated in the previous round of generation. This limit depends on the number of maintenance assets, the eligible
maintenance work rules, their recurrence pattern, and the generation timeframe of the maintenance plan.
The limit is further reduced when:
• using maintenance work rules, there are multiple maintenance work rules on the maintenance plan or its maintenance assets, or
• using maintenance plans alone (without maintenance work rules), Inclusive of Last Day of Generation Window is in effect, and
more work orders could be generated for the last day.
Note: A maintenance plan with a maintenance work rule using COUNT is limited to 2,000 maintenance assets. If such a maintenance
plan has more than 2,000 maintenance assets, no work orders are generated.
Example: Work Order Generation LimitIf a maintenance plan has 1 maintenance work rule (MWR), and 5 maintenance
assets (MA), and the recurrence pattern is daily:
• If the generation timeframe is 1 year, then each generation at a maximum generates 5 (MA) x 365 = 1825 work orders. So
within the 2600 limit.
• However, if the generation timeframe is 2 years, then each generation at a maximum generates 5 (MA) x 365 x 2 = 3650
work order. That exceeds the 2600 limit.
Note: Since the maintenance work rule uses a rolling window for work order generation, the maximum is already reached
when the maintenance work rule first started generation. In subsequent generations, the number of work orders generated
is fewer.
What Happens if Work Order Generation Tries to Create More Than 2,600 Work Orders?
When work order generation tries to create more than 2,600 work orders:
• If maintenance work rules are used, for either automatic or manual generation: doesn’t generate work orders and provides an error
message. This behavior occurs because, unlike work orders based on maintenance frequency specified in the maintenance plan, the
presence of multiple work rules whose generation is determined by sort order could result in partial creation of the required work
orders when the 2,600 limit is reached. To rectify, reduce the maintenance plan generation timeframe.
• If manual generation for maintenance plan with frequencies is used: doesn’t generate work orders and provides an error message.
To rectify, reduce the maintenance plan generation timeframe.
• If automatic generation for maintenance plans with frequencies is used: generates 2,600 work orders and posts a message on chatter
advising that the limit was reached. No further action is needed.
What Happens When the Option to Generate One Asset to One Work Order Line Item is Selected?
When the option to Generate One Asset to One Work Order Line Item is selected:
• If maintenance work rules are used, the system puts the limit on the count of work order line items if generating work order line
items and on the count of work orders if there are only work orders generated. Take the case where a plan has 2,600 assets each
with 3 maintenance work rules for generation. Because of the limit, we report an exception when there are more than 2,600 work
order line items generated.
• If maintenance plans with frequencies are used, 2,600 work order line items are generated. If all the maintenance assets have the
same next suggested maintenance date, one work order is generated. If the maintenance assets have different next suggested
maintenance dates, then work order is generated for each of the next suggested maintenance dates.
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Working with COUNT and UNTIL
Where you have an asset with several maintenance work rules, each with different sort orders, that you want to start and end together,
we recommend you use UNTIL rather than COUNT. COUNT only counts work orders generated from the maintenance work rule. So
maintenance work rules with higher sort order value don’t always generate work orders on the intended end date, resulting in these
work order rules ending later than those rules with lower sort values.
For example, you want a monthly recurrence that ends in 2 years and set COUNT =24. If any of the 24 work orders weren’t generated
because another rule had a higher sort order, then work order generation would continue after the 2-year end date, until the count
reached 24.
User Access
To generate work orders, a user needs access to maintenance plans, work orders, and service appointments. The user is either the one
who generates work orders manually, or is the owner of the maintenance plan for auto generation. We recommend you set up a generic
user to eliminate potential problems that can result from changes in personnel.
Field Inheritance
When a work order is created, information is pulled from the maintenance work rules, maintenance asset, and maintenance plan. A
maintenance plan can have assets with maintenance work rules defined on the maintenance asset and maintenance plan. However,
specific information comes from each entity.
Entity Information
Maintenance work rule Date of first work order in the next batch
Work Type
Maintenance asset Account
Contact
Date of first work order in the next batch*
Location
Work Type*
*If not defined in the maintenance work rule
Maintenance plan Owner
Service Contract
Work Type*
Date of first work order in the next batch*
*If not defined in the maintenance work rule or maintenance asset
Field Inheritance—Date of First Work Order in the Next Batch
When a maintenance work rule is created and you don’t enter a value for the Date of first work order in the next batch
(NextSuggestedMaintenanceDate):
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• If the Date of first work order in the next batch is defined on the maintenance asset, the maintenance work rule’s Date of first work
order in the next batch is set to the asset’s Date of first work order in the next batch.
• If the maintenance asset has no Date of first work order in the next batch, the maintenance work rule’s Date of first work order in
the next batch is set to the maintenance plan’s Date of first work order in the next batch.
Later, a maintenance work rule’s Date of first work order in the next batch can be set to a new date or cleared. If the rule’s Date of first
work order in the next batch is empty when the work order generation is triggered, Date of first work order in the next batch is determined
using the same logic as setting the value on creation.
Field Inheritance—Work Type
You can define the work type on a maintenance plan. Maintenance plan assets inherit this work type when they’re created. You can
update the work type on maintenance assets to a different value from the maintenance plan.
If a work type isn't entered when a maintenance work rule is created, it defaults to the work type on the maintenance asset. You can
then update or remove the work type for the maintenance work. Work orders or work order line items generated from the maintenance
work rule take the maintenance work rule’s work type, unless it’s blank when they take the maintenance asset’s work type.
Rolling Up Work Order Line Items
If the option to generate one work order line item per asset is selected, the system puts one or more work order line items that share a
suggested maintenance date into a work order.
Example: Take a maintenance plan where one asset to one work order line item is set with:
• A turbine with weekly on Monday and monthly on the first Monday of the month recurring maintenance work rules with the
same sort order (see Using Sort Order on page 385 for more details.
• A chiller with monthly recurrence on the first Monday of the month.
The weekly turbine maintenance requires work on 6/22, 6/29, 7/6, and 7/13. The monthly turbine and chiller maintenance requires
work on 7/6. So on 7/6, there’s one work order with three work order line items for the weekly turbine, monthly turbine, and
monthly chiller maintenance. But on 6/22, 6/29, and 7/13, there’s one work order with one work order line item for the weekly
turbine maintenance.
Example: Take a maintenance plan with one work order line item per asset selected and four maintenance assets divided into
two sets of two, that share a next suggested maintenance date where:
• Each maintenance asset has a maintenance work rule with recurrence every 6 months.
• The first two maintenance work rules have the same next suggested maintenance date of 7/1.
• The last two maintenance work rules are offset by 1 month, to 8/1, from the first group.
In this case, the:
• First two are grouped in one work order (on 1/July) with two work order line item, and one service appointment.
• Last two are grouped in a separate work order (1/August) with two work order line item, and one service appointment.
Example: There’s no rollup of work order line item details into work orders when you select the option for one work order line
item to be generated per asset.
Take a maintenance plan with one work order line item per asset selected and two assets. Each asset has a maintenance work rule
with different work types. For example, the first asset has a work type for filter replacement that takes 2 hours and the second for
battery replacement that takes 5 hours. Each maintenance work has the same frequency and next suggested maintenance date.
If the option for one service appointment per work order line item is selected:
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• one parent work order is created
• a work order line item is created for each asset, and
• if the associated work type has auto-create service appointment enabled for work order line items. one service appointment
is created for each work order line item. The service appointment duration is populated from the work type, for example 2
hours for a filter replacement and 5 hours for battery replacement.
If one service appointment per work order is selected:
• one parent work order is created
• a work order line item is created for each asset, and
• one service appointment is created for the parent work order, even if the associated work type doesn’t have auto-create service
appointment enabled.
• The duration of the service appointment isn’t populated.
If you populate the work type of the work order after it”s generated, the work order inherits the work type’s duration, duration
type, and required skills.
Maintenance Work Rule Deletion
When a maintenance work rule is deleted, any association to that maintenance work rule on generated work orders and work order line
items is set to NULL. After the maintenance work rule is deleted, it’s not possible to determine whether a maintenance work rule generated
the work order or work order line item.
Reparenting
The parent item of a maintenance work rule can be changed. But to ensure data integrity, don’t reparent a maintenance work rule after
it has generated work orders.
Field Tracking and Logging
We recommend that you turn on field tracking and debug logging when you expect to make regular changes to maintenance work
rules.
Create Multiple Maintenance Schedules
To keep assets in tip-top shape, you often need multiple maintenance schedules running at different frequencies.
SEE ALSO:
Set Up Debug Logging
Track Field History for Standard Objects
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Create Multiple Maintenance Schedules
To keep assets in tip-top shape, you often need multiple maintenance schedules running at different
EDITIONS
frequencies.
For example, a building maintenance company performs minor maintenance on an air conditioning Available in: both Salesforce
system every three months and a major service, which includes the three monthly service tasks, Classic (not available in all
once a year. With enhanced preventative maintenance, the service manager sets up the minor orgs) and Lightning
maintenance on its three-month schedule and the major service yearly. Field service then generates Experience
three quarterly service calls for minor maintenance followed by one annual service call for the major The Field Service core
service. features, managed
Similarly, a pool maintenance company cleans a pool monthly and applies a chemical treatment package, and mobile app
every three months. With enhanced preventative maintenance, the pool service manager sets up are available in Enterprise,
schedules for both activities. Field service then generates monthly pool cleaning jobs and every Unlimited, and Developer
three months adds the chemical treatment task. Editions.
Multiple maintenance schedules are defined using maintenance work rules. These rules can be
defined:
• On maintenance plans to define schedules for all of the plan’s maintenance assets that don’t have maintenance work rules.
• On maintenance assets.
To add maintenance work rules, open a maintenance plan or, from Related Lists, one of its maintenance assets. In the maintenance plan
or asset, open the Maintenance Work Rule related list and click New to create a maintenance work rule item.
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Note: Don’t use the New button on the Work Order and Work Order Line Item related lists or list views on Maintenance Work
Rules. This button creates work order and work order line item records, but it doesn’t link the maintenance work rules to the work
order and work order line item record. It doesn't establish a link because the MaintenanceWorkRule field on Work Order and Work
Order Line Item is read-only. This field can’t be updated with the API.
Guidelines for Preventive Maintenance
To optimize technician productivity and increase uptime and mean time to failure of equipment,
EDITIONS
create preventive maintenance plans for your assets.
Available in: Lightning
Recordset Filter Criteria Fields Experience
The fields that are available when you’re defining your recordset filter criteria are based on the The Field Service core
filtered object: Asset or Service Appointment. The fields that are visible depend on your field-level features, managed
security settings and field types. To access a calculated field that isn’t available by default, create a package, and mobile app
custom formula field for the related field. are available in Enterprise,
Unlimited, and Developer
These field types aren’t supported. Editions.
• URL
When the managed
• Multipicklist package is installed,
• Encrypted string scheduling and optimization
consider shift availability.
• Text area
Confirmed shifts appear on
For usage-based maintenance, there are additional considerations. the Gantt.
• You can use a formula to set the value of the asset field specified as the Usage Field in the
recordset filter criteria rule. However, the asset field specified by the Next Occurrence Field
in the recordset filter criteria rule can’t be a formula field because it’s updated by the system.
• Currency field types can’t be used to define recordset filter criteria.
Guidelines for Using Asset Attributes and Custom Fields
You can use asset attributes on page 734, custom integrations, or custom fields to track manually maintained values in your fixed or
floating preventive maintenance work orders.
Example: Criteria-Based Maintenance with Asset Attributes
• You set up criteria-based maintenance for an automatic door that has major maintenance performed after 60,000 activations.
If you create an asset attribute to record Activation Since Custom Overhaul, you can track the number of activations on each
regular maintenance visit. You can create a recordset filter criteria with a rule that activation since last overhaul is greater than
or equal to 60,000. Then to generate the overhaul work orders, attach this filter to a maintenance work rule. On completion
of the overhaul, the engineer sets the activation since the last overhaul back to zero.
• Also, if you create an asset attribute to track the Months Since Last Overhaul, the recordset filter criteria can generate work
orders when:
– The activation since last overhaul is greater than or equal to 60,000, OR
– The months since last overhaul is greater than or equal to 6
Activation Since Custom Overhaul
• CriteriaField: ActivationSinceLastOverhaul
• Operator: >=
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• Value: 60,000
Months Since Last Overhaul
• CriteriaField: MonthsSinceLastOverhaul
• Operator: >=
• Value: 6
Custom Fields
Alternatively, you can use custom fields to track manually maintained values. If you have assets that provide IoT data, you can use a
third-party IoT platform to update your custom asset field. If you don’t have an IoT platform, check AppExchange.
Simulating Usage-Based Work Order Creation
To achieve usage-based work order creation using criteria-based preventive maintenance, set up a custom field and update it as the
work order is completed. A work order is considered complete when its status falls into one of these status categories: Cannot Complete,
Canceled, Completed, or Closed. Such custom fields can include operating hours since last maintenance or cumulative downtime since
last maintenance.
Maintenance Work Rule and Recordset Filter Criteria Object Settings
To maintain the correct function of usage or criteria-based maintenance rules, ensure that the Maintenance Work Rule and Recordset
Filter Criteria objects have the same full access permissions and sharing rules.
Create Criteria-Based Maintenance
Create recordset filter criteria using standard or customized fields on assets to identify thresholds that trigger maintenance work.
Create Usage-Based Maintenance
Use maintenance work rules to create work orders and schedule preventive maintenance based on asset usage.
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Create Criteria-Based Maintenance
Create recordset filter criteria using standard or customized fields on assets to identify thresholds
EDITIONS
that trigger maintenance work.
1. From the App Launcher, click Recordset Filter Criteria. Available in: Lightning
Experience
2. Click New.
3. Enter a name and description for the criteria. The Field Service core
features, managed
4. Add filter conditions: package, and mobile app
a. To define if the criteria is valid if all conditions are true or at least one of the conditions is are available in Enterprise,
true, select a Logical Operator. Unlimited, and Developer
Editions.
b. Select the criteria field, operator field, and fill in the value field. The Value input changes
depending on the asset field that you choose. For example, picklist fields show the list of When the managed
available choices. package is installed,
scheduling and optimization
c. To add another condition, click + Add Condition. Continue adding criteria rules as needed.
consider shift availability.
5. Save the filter criteria. Confirmed shifts appear on
the Gantt.
6. Create a criteria-based maintenance work rule:
a. In Maintenance Work Rule Type select Criteria-based.
USER PERMISSIONS
b. In Recordset Filter Criteria, search for and select the recordset filter criteria to use.
To view, create, and update
c. Complete the remaining maintenance work rule details as appropriate. recordset filter criteria
d. Save your changes. • View, create, and edit on
Service Appointments,
Shifts, Recordset Filter
Guidelines for Criteria-Based Maintenance Criteria, and Recordset
To optimize technician productivity and increase uptime and mean time to failure of equipment, Filter Criteria Rules
create criteria-based maintenance work rules for maintenance assets. AND
Delete on Recordset
Filter Criteria Rules
Guidelines for Criteria-Based Maintenance
View access on the
To optimize technician productivity and increase uptime and mean time to failure of equipment, Source Object, Filtered
create criteria-based maintenance work rules for maintenance assets. Object, and Filtered
Object fields
Watch the video to see how to use maintenance work rules to generate work orders and schedule
preventive maintenance based on asset usage.
Watch a video
Watch the video to see how to define maintenance work rules based on product characteristics and maintenance conditions.
Watch a video
Next Work Order Generation
Criteria-based maintenance work rules behave as though Generate new batch upon completion is set. This behavior applies to the
generation of work orders, and, when one work order line item per asset is selected, work order line items.
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Salesforce Field Service Create Field Service Maintenance Plans
If an incomplete work order is created from a criteria-based maintenance work rule, no new work orders are created until the active
work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or Closed.
After the work order is completed, if the criteria are still true at the next work order generation, a new work order is generated.
For example, take a filter with the rule that cumulative downtime is greater than or equal to 1,000 hours. If the cumulative downtime
value moves from 982 to 1,024, a work order is created. After that work order is completed, because cumulative downtime is still greater
than 1,000, a new work order is created. If One work order line item per asset is selected on the maintenance plan, this example
applies in the same way to work order line item generation.
Sort Order
The effect of sort order on criteria-based maintenance work rules is independent of sort order on calendar-based maintenance work
rules. For example, a criteria-based maintenance work rule with sort order 1 and a calendar-based maintenance work rule with sort order
2 generate work orders, although they have the same suggested maintenance date.
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Salesforce Field Service Create Field Service Maintenance Plans
Create Usage-Based Maintenance
Use maintenance work rules to create work orders and schedule preventive maintenance based
EDITIONS
on asset usage.
1. Create the Recordset Filter Criteria. From the App Launcher, open Recordset Filter Criteria and Available in: Lightning
click New. Experience
2. Enter a name and description for the criteria. The Field Service core
3. Select Maintenance Work Rule as the Source Object and Asset as the Filtered Object. features, managed
package, and mobile app
4. Select whether the filter criteria is valid if all or at least one of the conditions is met. are available in Enterprise,
5. Add filter conditions. Unlimited, and Developer
Editions.
a. Select a rule type. Select Usage for the type to define a recurring condition at a particular
frequency of usage. When the managed
package is installed,
b. Usage Field: Select a field that determines whether the conditions are true.
scheduling and optimization
c. Next Occurrence Field: This field’s value is compared to the Usage field to determine consider shift availability.
whether the rule is true. Confirmed shifts appear on
d. Frequency: Enter a value to set a frequency for maintenance. the Gantt.
e. First Occurrence: Set the start value. To determine whether the rule is true, this value is
compared to the Usage Field value. USER PERMISSIONS
f. Last Occurrence: (Optional) Set the end value. To view, create, and update
recordset filter criteria
6. To add another condition, click + Add Condition. Continue adding criteria rules as needed. • View, create, and edit on
7. To generate work orders ahead of the target usage value, select Add lead-time to usage-based Service Appointments,
work rules. In the Usage Rate field, enter the daily usage rate of the asset. The unit for the Shifts, Recordset Filter
usage rate must be per day. Criteria, and Recordset
Filter Criteria Rules
8. Save the filter criteria.
Edit on the
9. On the Maintenance Asset’s related tab, select New Maintenance Work Rule. NextOccurrence field on
the Asset Filtered Object
10. In Maintenance Work Rule Type, select Criteria-Based.
Delete on Recordset
11. In Recordset Filter Criteria, search for and select the recordset filter criteria to use. Filter Criteria Rules
12. To create work orders on a floating schedule, select Generate on a floating schedule. View access on the
Source Object, Filtered
If the last work order was completed at 8 months, the next work order is targeted at 6 months
Object, and Filtered
from completion to 14 months. Object fields
If not selected, the recurrence cadence for work orders is fixed. For example, perform work every
six months (6, 12, 18) regardless of when the previous work order was completed. If selected,
the recurrence cadence for the work orders is floating based on when the last work order was completed.
13. Complete the remaining maintenance work rule details as appropriate.
14. Save your changes.
Guidelines for Usage-Based Maintenance
To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance
work rules for maintenance assets.
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Guidelines for Usage-Based Maintenance
To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance
work rules for maintenance assets.
Next Work Order Generation
Usage-based maintenance work rules behave as though Generate new batch upon completion is set. This behavior applies to the
creation of work orders, and, when one work order line item per asset is selected, work order line items.
For example, if an incomplete work order is created from a usage-based maintenance work rule, no new work orders are generated until
the active work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or
Closed. After the work order is completed, if the criteria are true at the next work order generation, a new work order is generated.
Work orders are triggered based on the value in the Next Occurrence field. If Frequency is < 0, when the value of Usage Field is LESS
than or equal to the Next Occurrence field and is between the values of the First Occurrence Field and Last Occurrence Field, a
work order is generated.
The Next Occurrence field is updated with the new value: Next Occurrence = Current Next Occurrence + Frequency.
Example: You have a usage rule of every 1,000 hours that starts at 1,000 hours.
When the usage value moves from 982 to 1024, a work order is generated, and the Next Occurrence Field value is updated to
2000 hours.
If the usage moves from 1999 to 2030 and a work order is still open, no new work order is created. However, when the existing
work order is complete, a new work order is generated and the Next Occurrence Field value is updated to 3000 hours. The Next
Occurrence Field value is updated every time a work order is generated.
If One work order line item per asset is selected on the maintenance plan, this example applies in the same way to work order
line item generation.
Sort Order
When applying sort order to criteria-based maintenance rules, the rule with the higher sort order takes priority.
Example: You have two usage rules.
• Rule1 tracks oil changes and maintains every 5 K, starting at 5 K, sort order = 2, and NextOccurrenceField is
NextOilChangeMileage.
• Rule2 tracks oil changes and tire rotation and maintains every 10 K, starting at 10 K, sort order = 1, and NextOccurrenceField
is NextOilandTireChangeMileage.
When a car first reaches 5 K, Rule1 generates a work order at 5 K and updates the NextOilChangeMileage to 10 K. When the car
reaches 10 K, Rule 1 and Rule 2 try to generate a work order for the next day. However, only Rule 2 generates because it has a
higher priority. Rule1 updates its NextOilChangeMileage to 15 K, and Rule2 updates its NextOilandTireChangeMileage to 20
K.
You can apply sort order within calendar-based rules or criteria-based rules. However, you can’t apply sort order across calendar-based
and criteria-based rules.
Floating Work Order Generation
With Generate on a Floating Schedule, work orders that are completed ahead of or behind schedule generate the subsequent work
order based on the recurrence cadence. Floating work orders are based on the usage of an asset and can be created only with maintenance
work rules.
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For example, a floating work order with a six-month recurrence cadence that’s completed in May is next scheduled for November. With
a fixed schedule, recurring work orders are scheduled at exact intervals based on the work order start date. When you’re generating
work orders on a floating schedule, the NextOccurrence field is updated with the fixed schedule and no work order is generated. After
the work order status is updated to Closed or Completed, the NextOccurrence field is updated with the floating schedule based on
the current UsageField value.
Each status is mapped to a status category. When the work order is updated to a status mapped to the Closed or Completed status
category, the floating work order generation is triggered. Additionally, the recurrence cadence for the work orders is adjusted when the
work order or work order line item’s status category is changed to Closed or Completed. When a work order is closed and marked as
Completed, the NextOccurrence field on all upcoming work orders is updated.
Note: The floating work order generation is only triggered if the status is mapped to either the Closed or Completed Status
Category. If you don’t map the status to one of those status categories, the next milestone recalculation and update won't happen
in the Filtered Object (Asset).
To display this field, from Setup enter Field Service Settings and select Update the work order generation based on the completion
date of the previous work order.
Considerations for Work Order Lead Time
Lead time is used to create a Suggested Maintenance Date for fixed and floating work orders ahead of the targeted usage value.
To find the Suggested Maintenance Date for a UsageCounter rule type, we use this formula if NextOccurrence isn’t empty:
SMD offset by days = (NextOccurrence - CriteriaField) / UsageRate
If NextOccurrence is null, we use this formula:
SMD offset by days = (FirstOccurrence - CriteriaField) / UsageRate
If the asset’s usage criteria is greater than the expected usage rate (Next Occurrence), then the Suggested Maintenance Date for the
work order is today since the value is greater than or equal to zero. The next occurrence field is updated after closing the work order
when lead time rules are used.
For a UsageDuration rule, lead time is the same as the generation horizon.
Example: With Usage Counter Only
Maintenance Plan:
Generation Horizon = 30
Recordset Filter Criteria:
• RFCR1: Usage Counter
• UsageField: UsageField
• NextOccurrence: NextOccurrenceField
• Frequency: 4000
• FirstOccurrence: 4000
• Operator: >=
• UsageRate: UsageRateField
If the NextOccurrence is null, any value greater than 3550 results in true evaluation for this RFCR.
For SMD calculation, let us consider these subexamples:
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Salesforce Field Service Create Field Service Maintenance Plans
1
Asset:
• UsageField: 3550
• NextOccurrenceField: null
• UsageRateField: 15
• SMD
= (4000-3550)/15
= 30 days from today
2
Asset
• UsageField: 3880
• NextOccurrenceField: 4000
• UsageRateField:15
• SMD
= (4000-3880)/15
= 8 days from today
3
Asset
• UsageField: 3960
• NextOccurrenceField: 4000
• UsageRateField: 15
• SMD
= (4000-3960)/15
= 3 days from today
4
Asset
• UsageField: 4200
• NextOccurrenceField: 4000
• UsageRateField: 15
• SMD = today
Example: With Usage Duration Only
Maintenance Plan:
Generation Horizon = 30
Recordset Filter Criteria:
• RFCR1: Usage Duration
• UsageField: UsageField
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Salesforce Field Service Create Field Service Maintenance Plans
• NextOccurrence: NextOccurrenceField
• Frequency: 365
• FirstOccurrence: 365
• Operator: >=
Asset
• UsageField: 350
• NextOccurrenceField: null
• SMD
= 30 (Same as Generation Horizon)
Example: With Mix Rule Types
Recordset Filter Criteria: AND
RFCR1: Usage Counter
• UsageField: UsageField1
• NextOccurrence: NextOccurrenceField1
• Frequency: 4000
• FirstOccurrence: 4000
• Operator: >=
• UsageRate: UsageRateField
RFCR2: Usage Duration
• UsageField: UsageField2
• NextOccurrence: NextOccurrenceField2
• Frequency: 365
• FirstOccurrence: 365
• Operator: >=
Asset
• UsageField1: 3960
• NextOccurrenceField1: 4000
• UsageRateField: 15
• UsageField2: 350
• NextOccurrenceField2: null
Internally, the SMD is evaluated for each RFCR. The SMD is determined based on the logical operator. In this example, each RFCR
evaluates to the following lead time offset:
RFCR1.SMD = 3
RFCR2.SMD = 30
Since AND is the operator, the combined SMD = 30 (furthest offset). If we use OR instead of AND, the SMD becomes 3.
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Salesforce Field Service Troubleshooting Work Order Generations in Field Service
Available for Maintenance Assets Only
You can add usage-based maintenance rules to maintenance assets only.
Usage for Multiple Recordset Filter Criteria Rules
If you use the same usage parameter in multiple recordset filter criteria rules, you must use a different Next Occurrence Field for each
recordset filter criteria rule.
Example: You have a minor maintenance for every 1-K hours and a major maintenance for every 5-K hours . Set up two recordset
filter criteria, each with a recordset filter criteria rule. Both recordset filter criteria rules share a usage field: OpHrsSinceInstall.
However, the minor recordset filter criteria rule and major recordset filter criteria rule refer to a different NextOccurrenceField.
The minor recordset filter criteria rule triggers at 1 K, 2 K, 3 K, and so on. The major recordset filter criteria rule triggers at 5 K, 10K,
15 K, and so on.
Troubleshooting Work Order Generations in Field Service
If work orders aren’t generating as expected these guidelines can help you resolve any issues.
EDITIONS
Note: Refer to Guidelines for Working with Maintenance Work Rules on page 380 for details
on how work orders are generated from maintenance work rules. Available in: both Salesforce
Classic (not available in all
Watch the video to see how to get an overall view of the work order generation status. orgs) and Lightning
Watch a video Experience
The Field Service core
features, managed
Work Order Status package, and mobile app
are available in Enterprise,
The Work Order Generation Status field on maintenance plans provides a status to help determine
Unlimited, and Developer
how to handle work order generation errors:
Editions.
• Completed indicates that the work orders were created successfully.
• Unsuccessful indicates that a work order wasn’t generated due to a possible unexpected error.
• No Work Order Generated indicates that based on the configuration, no work order was supposed to be created, so no action is
required.
• Needs Review indicates that to continue the work order creation an action is required.
If the work order generation status is Unsuccessful or Needs Review, the following errors can appear in the Maintenance Plan Chatter
feed.
Table 1: Work Order Generation Error Messages
Error Description Possible Solutions
Generate new batch upon We couldn’t generate work orders for this When Generate new batch upon completion is enabled,
completion not met maintenance plan. This maintenance plan new work orders won’t be created until the last work order
uses the Generate new batch upon from the previous work order generation is completed. A
completion option. When the last work order work order is considered complete when its status falls into
is marked complete, a new batch of work one of the following status categories: Cannot Complete,
orders will be generated. Canceled, Completed, or Closed.
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Salesforce Field Service Troubleshooting Work Order Generations in Field Service
Error Description Possible Solutions
Suggested maintenance Your dates are out of range, so we couldn’t The end date of the maintenance plan is in the past. On the
date is out of range generate work orders for this maintenance maintenance asset, update the Date of the first work order
Plan’s maintenance Assets. For each in the next batch to a date:
maintenance asset, check that the Date of • Earlier than the maintenance plan’s End Date.
the first work order in the next batch is earlier
• That doesn’t cause the Suggested Maintenance Date
than the maintenance plan’s maintenance
on the work orders to occur in the past.
plan end date. Also check that the date of
the first work order in the next batch isn’t so
obsolete that the Suggested Maintenance
Date on the work orders would be in the
past.
No work orders to create We couldn't generate work orders for the Work orders cannot be created for the specified timeframe.
maintenance plan because no conditions for • Check if the work order dates are in the past.
generation were met.
• Check that the COUNT and UNTIL conditions of RRULES
are met.
If some but not all work orders were generated, check that
the criteria and usage conditions on at least one of the
maintenance work rules was met.
End date in the past We couldn’t generate work orders because The maintenance plan has expired. Update the maintenance
the maintenance plan has reached its end plan with a new end date.
date. To continue generating work orders,
update the end date.
Max limit of Work Orders We couldn’t generate work orders because The maximum number of work orders you can generate in
exceeded the work order limit for this maintenance any run is 2,600. When using auto generation and frequency
plan was exceeded. To decrease the number fields, up to 2600 work orders are created and then the
of work orders, decrease cadence of work process exits. To reduce the number of work orders
order, decrease the Maintenance Plan generated, update one or more of the following on the
Generation Time Frame, or remove some maintenance plan:
maintenance assets. • Adjust the generation time frame to increase the span
between future work orders generations.
• Reduce the number of maintenance assets. Work orders
are created per asset, per suggested maintenance date.
• Reduce the number of Maintenance Work Rules.
• Decrease the frequency to increase the time between
work order dates.
Note: A maintenance plan with a maintenance work
rule using COUNT is limited to 2,000 maintenance
assets. If such a maintenance plan has more than
2,000 maintenance assets, no work orders are
generated.
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Error Description Possible Solutions
User does not have access We couldn’t generate work orders because The user doesn’t have rights to create service
the maintenance plan owner doesn’t have appointments,work orders or work order line items. Have
permission to create work orders or service the Salesforce admin grant rights.
appointments. Ask your Salesforce admin for If Auto-generate work orders is enabled for
help. maintenance plans, the work order is created even if the
maintenance plan owner doesn’t have permission to create
work orders or service appointments.
Invalid values for We couldn’t generate work orders because The date range for the maintenance plan extends beyond
Generation Horizon and some of your Maintenance Plan dates are the allowed timeframe.
Generation Time Frame out of range. Enter a maintenance plan • Update the Generation Horizon to a value of 365 or less.
Generation Horizon (Days) of 365 or less, and
• Update the Generation Time Frame to 20 years or less.
a maintenance plan Generation Time Frame
equivalent to 20 years or less.
Missing maintenance work We couldn’t generate work orders because The org has hidden the Frequency fields in Setup, but
rule after frequency fields the maintenance plan’s frequency fields are maintenance work rules still need to be set up for the
migration blank, and it has no maintenance work rules maintenance plan.
on the maintenance plan or any of its
Maintenance assets.
Missing maintenance work We couldn’t generate work orders because The maintenance plan doesn’t have a maintenance work
rules and frequency fields the maintenance plan’s frequency fields are rule or frequency fields (Generation time frame and
blank, and it has no maintenance work rules generation time frame type) defined.
on the maintenance plan.
Errors due to customization We generated x of y work orders, a of b work Refer to Determine Whether Customizations are Disrupting
order line items, and c of d service Generation for additional solutions.
appointments for your maintenance plan.
However, some work orders couldn’t be
generated. To find out why, ask your
Salesforce admin. Learn More in Salesforce
Help.
Resolve Issues that Need Review
When troubleshooting issues that have the Needs Review status, complete these steps:
1. Address the issue based on the solution in the “Work Order Generation Error Messages” table.
2. Turn off Auto-generate work orders and run manual generation for the work orders.
3. After the status becomes successful, turn on Auto-generate work orders.
Determine Whether Customizations are Disrupting Generation
Work order generation can fail when objects related to the process, such as Work Order or Service Appointment, have customizations.
If a generation fails, take these steps to determine which of your changes is causing the failure and make corrections. If you don’t think
your changes are the cause of the generation failure, contact Salesforce Support for assistance.
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Salesforce Field Service Troubleshooting Work Order Generations in Field Service
1. Verify that you can create a work order manually. If manual creation fails, correct any errors.
2. Verify that any custom-required fields on the following objects have a default value configured. Default values ensure that the
maintenance plan generation process knows what value to set for the custom fields.
• Work Order
• Work Order Line Item
• Asset
• Service Appointment (if the work order generation includes creating Service Appointment)
• Assigned Resource (if you have automation to auto-schedule Service Appointments)
3. Verify that custom automation, including triggers, processes, and workflows, on the following objects aren't interfering with the
process by disabling them and rerunning work order generation:
• Maintenance Plan
• Work Order
• Work Order Line Item
• Asset
• Service Appointment, if the Work Order Generation includes creating Service Appointment
• Assigned Resource, if you have automation to auto-schedule Service Appointments
4. Verify whether you can generate work orders with custom validation rules on the following objects disabled:
• Work Order
• Work Order Line Item
• Asset
• Service Appointment
• Assigned Resource
5. Verify whether you can generate work orders after deactivating custom lookup filters on fields from the following objects:
• Work Order
• Work Order Line Item
• Asset
• Service Appointment
• Assigned Resource
Get More Information Using Debug Logs
To get more information on why generation failed, turn on debugging, Work order generation is an automatic process that uses an
automated process user in the background. By default this process doesn’t generate debug logs. To enable debug logging for the
automated process user:
• From Setup, in the Quick Find box, enter Debug Logs, and then select Debug Logs.
• Click New.
• In Traced Entity Type select Automated Process.
• Enter a start date for the logging period.
• In Debug Level choose SFDC_DevConsole.
• Save your changes.
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Salesforce Field Service Manage Field Service Shifts
You can also make these settings in the Developer Console.
When you generate these logs, note the following:
• Allow up to 24 hours for the logs to become available.
• Use the finest log level for the Automated Process log.
• Review all logs and inspect their content. This review should include all logs with the success status, as exceptions are handled
during maintenance plan generation and don’t result in the logging of unhandled exceptions.
SEE ALSO:
Set Up Debug Logging
Manage Field Service Shifts
Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However,
shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times
when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate
the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments.
Manage Your Shift Schedule in Field Service
Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets
you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile
in a calendar.
Add Field Service Shifts
Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating
Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly
assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors,
retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for
weekdays and weekends.
Define Which Appointments Can Be Scheduled During Shifts
Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and
designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service
appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.
Assign and Update Field Service Shifts
In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update
the assignee and status in bulk.
Color-Code Field Service Shifts
Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background
colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background
color to a shift or a shift template.
Nonstandard Field Service Shifts
Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased
workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way,
which can reduce dissatisfaction and attrition.
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Salesforce Field Service Manage Your Shift Schedule in Field Service
Field Service Guidelines for Shift Availability
Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating
hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of
work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.
Manage Your Shift Schedule in Field Service
Identify which shifts are covered, and which ones still require a worker to confirm that they’re
EDITIONS
available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the
schedule view to see shifts grouped by service territory or job profile in a calendar. Available in: Lightning
1. From the App Launcher, click Shifts. Experience
2. Navigate to a list view other than the Recently Viewed list view, such as the All Shifts list view The Field Service core
or a custom list view. Click the dropdown menu next to the list view name, and select the name features, managed
of the list view that contains the shifts you want to see. package, and mobile app
are available in Enterprise,
3. Optionally, define filters to change which shifts appear.
Unlimited, and Developer
4. To view upcoming shifts in a calendar, click and select . Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
a. To see a calendar of shifts that are assigned to each job profile, click the Shifts tab. the Gantt.
b. To see a calendar of shifts that are assigned to each service resource, click the Resources
tab. USER PERMISSIONS
To view shifts
• Field Service Standard
AND
View on Shift, Job
Profiles, Service
Resource, and Service
Territory
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Salesforce Field Service Manage Your Shift Schedule in Field Service
Keep these considerations in mind when you work with shifts.
General
• To create a shift, choose from the New, New from Pattern, and New from Template actions. Or hover in an empty space and
select + New Shift.
• In the calendar view, to see shift assignments in the time zone of the resource, turn on the Territory Time Zone toggle. Toggle
it off to see the schedule in your time zone.
• If the managed package is installed, availability for confirmed shifts appears on the Gantt.
Color-coding and icons
• A horizontal color stripe on each shift shows the status. You can't customize the status color-coding. The colors are:
– Tentative—orange
– Published—blue
– Confirmed—green
• Background colors can identify or highlight shifts of different types. You set the background color on the shift, or the color is
inherited from the shift template.
• Resource absences are shown on the shift schedule. Absence cells are color-coded with a gray background.
• Nonstandard shifts are marked with a red icon.
Limitations
• The maximum supported shift duration is 23 hours and 59 minutes.
• Up to 300 resource absences display in the Shift tab. If a resource belongs to multiple territories, you see an absence for the
resource in each service territory.
• On the Shifts tab, you can’t use the quick search box to filter.
• The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting
the filter type instead, for example by using the does not contain operator.
• Bulk actions aren’t visible on the schedule view.
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Salesforce Field Service Add Field Service Shifts
Add Field Service Shifts
Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating
Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign
your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers,
healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.
Create Flexible Work Shifts
Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from day to day or week to week so that
you can assign workers for time periods that don’t follow a rigid pattern, such as rotating on-call duties or occasional overtime.
Create Shifts from a Pattern
In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service territory and resource to quickly
prepare the schedule.
Create Flexible Work Shifts
Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from
EDITIONS
day to day or week to week so that you can assign workers for time periods that don’t follow a rigid
pattern, such as rotating on-call duties or occasional overtime. Available in: Lightning
1. From the App Launcher, click Shifts. Experience
2. Do one of the following. The Field Service core
a. Click New. features, managed
package, and mobile app
b. From the schedule view, hover in an empty space and click + New Shift. are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To view, create, and update
shifts:
• View, create, and edit on
Shifts, Service Territories,
Service Resources,
Service Territory
Memberships
To add job profiles to shifts:
• View on Job Profiles
To add recordset filter
criteria to shifts:
• View on Recordset Filter
Criteria
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Salesforce Field Service Add Field Service Shifts
3. Define the settings for the shift.
a. Enter a label for the shift.
b. Enter dates and times for the shift's start and end. A second set of time fields show the shift’s start and end in the time zone of
the service territory.
c. To provide coverage for a specific service territory, define the name of the service territory. A service resource assigned to a shift
within a defined territory is available for work during the shift hours only within that territory. If the territory is left empty, the
resource assigned to the shift can be assigned appointments in all the territories they’re a member of during the shift time frame.
If you assign a service territory to the shift, the assigned service resource must be a member of the service territory.
d. For Time Slot Type, select the type of working hours for the shift. Select Normal if the service resource can be assigned to any
appointment during the time period. Select Extended if the resource can be assigned appointments during the shift time period
only if the scheduling policy used to schedule appointments has a Resource Availability work rule that allows overtime.
e. If only certain resources can should be able to be assigned to the shift, choose a job profile that defines the skills required to
work during this shift. If a Match Skills work rule is defined in Setup, only service resources that have the skills associated with
the job profile on the shift are eligible to be assigned the shift when you’re using automated shift scheduling tools.
f. Optionally, choose a Background Color.
g. Optionally, mark the shift Non-Standard.
h. Optional: Optionally, choose a filter in the Recordset Filter Criteria field to limit which service appointments can be scheduled
during the shift.
i. If you know which service resource you want to assign to the shift, you can select this resource in the Service Resource field on
the Shift record. If you want shift scheduling tools to automatically find a service resource that can work the shift, leave the
Service Resource field blank. This field is automatically populated when the shift is scheduled.
j. Select a status.
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Salesforce Field Service Add Field Service Shifts
Option Description
Tentative The shift is tentatively defined. This is a good status to use when the time period for when coverage is
needed is defined on the shift but you haven’t yet decided on or assigned a service resource.
Published The shift manager is ready to publish the shift to service resources. This status is optional and can be
helpful if you’ve assigned a service resource to the shift but you aren't ready for the scheduling engine
to consider the shift as the resource’s availability to be assigned a service appointment.
Confirmed The shift has an assigned service resource. The scheduling engine considers confirmed shifts. This status
is correct when you’re ready for the scheduling engine to consider the shift as the resource’s availability
to be assigned a service appointment.
4. Save your changes.
SEE ALSO:
Build Repeating Shift Patterns
Field Service Guidelines for Shift Availability
Create Shifts from a Pattern
In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service
EDITIONS
territory and resource to quickly prepare the schedule.
1. From the App Launcher, click Shifts. Available in: Lightning
Experience
2. Click New from Pattern.
3. Select the shift pattern. The Field Service core
features, managed
4. Select a start date. package, and mobile app
5. Do one of the following: are available in Enterprise,
Unlimited, and Developer
a. To end the pattern on a specific date, choose On a date.
Editions.
b. To repeat the pattern, choose After a number of occurrences and enter the number of
When the managed
times to repeat it.
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To view, create, and update
shifts:
• View, create, and edit on
Shifts, Job Profiles,
Service Territories,
Service Resources,
Service Territory
Memberships
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Salesforce Field Service Add Field Service Shifts
6. Optionally, select a service territory. If you select a territory, you can also assign a service resource.
7. Click Create Shifts.
SEE ALSO:
Build Repeating Shift Patterns
Field Service Guidelines for Shift Availability
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Salesforce Field Service Define Which Appointments Can Be Scheduled During Shifts
Define Which Appointments Can Be Scheduled During Shifts
Similar to how you use designated time slots on operating hours, in Field Service, you can use
EDITIONS
Record set Filter Criteria to define and designate which appointments can be scheduled to service
resources during shifts. Create Recordset Filter Criteria based on service appointment field values, Available in: Lightning
and then add the filter to a shift so that only relevant appointments get scheduled. Experience
1. In the App Launcher, click Recordset Filter Criteria.
The Field Service core
2. In the Recordset Filter Criteria list view, click New. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To view, create, and update
recordset filter criteria
• View, create, and edit on
Service Appointments,
Shifts, Recordset Filter
Criteria, and Recordset
3. Enter a name and description for the criteria. Filter Criteria Rules
4. In the Source Object field, select Shift. AND
5. In the Filtered Object field, select Service Appointment. Delete on Recordset
Filter Criteria Rules
6. Select Active.
7. In the Conditions section, select the relevant condition for when the recordset filter criteria is
valid.
8. Add filter conditions.
a. Select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending on the field you
select. For example, picklist fields show the list of available choices.
b. Add another condition if you must.
9. Save the recordset filter criteria.
10. Assign your new record set filter criteria record to a shift record to make sure the scheduling and optimization engine only allows
service appointments that meet the criteria to be assigned during the shift time-frame.
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Salesforce Field Service Define Which Appointments Can Be Scheduled During Shifts
Guidelines for Recordset Filter Criteria
Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to
filter which service appointments can be scheduled during a shift.
SEE ALSO:
Guidelines for Recordset Filter Criteria
Guidelines for Recordset Filter Criteria
Field Service filter criteria let you match records in one object against records in another. For example,
EDITIONS
you can choose criteria to filter which service appointments can be scheduled during a shift.
Available in: Lightning
Recordset Filter Criteria Considerations Experience
Keep these considerations in mind when you create and edit recordset filter criteria. The Field Service core
features, managed
• Only Recordset Filter Criteria marked Active are used in scheduling.
package, and mobile app
• When you add multiple filter conditions, only appointments matching all the conditions can are available in Enterprise,
be scheduled. Unlimited, and Developer
Editions.
• The Value input changes depending on the service appointment field you choose. For example,
When the managed
picklist fields show the list of available choices.
package is installed,
• You can’t match on text field values that include apostrophes (’), commas (,), or double scheduling and optimization
quotation marks (”). consider shift availability.
Confirmed shifts appear on
• Users without access to a service appointment field used in a filter condition don’t see the field the Gantt.
name or value. They also can’t edit or delete the filter condition.
• When you use inline edit on a recordset filter criteria, the filter conditions are shown in the USER PERMISSIONS
related list. You can manage filter conditions individually from the related list. Or to see all the
filter conditions in one place, use the Edit action. To view, create, and update
recordset filter criteria for
• The Recordset Filter Criteria field must be added to the Shift page layout. shifts
• View, create, and edit on
• After you add a custom field to the filtered object, it can take around 15 minutes for the new Recordset Filter Criteria
field to appear in the Criteria Field picklist. and Recordset Filter
• You can add a maximum of 5 considerations to the Recordset Filter Criteria field. Criteria Rules
• The asset fields Availability, Reliability, Average Time to Repair, and Average Time Between AND
Failures are calculated internally, so they can’t be used to define Usage-Based, Usage-Counter, View on the filtered
or Usage-Duration rule types. object, source object,
and filtered object’s
fields
Guidelines for Custom Logic AND
• Build the filter logic with parentheses and the AND or OR Boolean operators. To group conditions, Delete on Recordset
use parentheses around the parameters, for example 1 AND (2 OR 3). If you add another Filter Criteria Rules
condition, the custom logic is updated automatically to 1 AND (2 OR 3) AND 4.
• Every index must have a corresponding recordset filter criteria rule, but every rule doesn’t need
to be used in the custom logic.
• If no custom logic is defined, all recordset filter criteria rules are treated with an AND, meaning all conditions must be True.
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Salesforce Field Service Assign and Update Field Service Shifts
• You can’t delete a recordset filter criteria rule that’s referenced in custom logic. Alternatively, you can follow these steps:
1. Update RFC.CustomLogic as empty, or remove the index reference in custom logic.
2. Delete the recordset filter criteria rule.
3. Update RFC.CustomLogic with the correct value.
SEE ALSO:
Field Service Guidelines for Shift Availability
Define Which Appointments Can Be Scheduled During Shifts
Assign and Update Field Service Shifts
In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the
assignee and status in bulk.
Find Shift Candidates
Find the right service resources for a specific shift using the Shift Get Candidates action. With this action, you can assign the best
available resources according to your scheduling rules and objectives.
Assign Shifts and Update the Status in Bulk
Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources who are matched based on
your business’ shift scheduling rules and their own shift scheduling preferences.
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Salesforce Field Service Assign and Update Field Service Shifts
Find Shift Candidates
Find the right service resources for a specific shift using the Shift Get Candidates action. With this
EDITIONS
action, you can assign the best available resources according to your scheduling rules and objectives.
1. Open Shifts in the App Launcher. Available in: Lightning
Experience
2. Select a listview other than Recently Viewed.
3. Set the Display As icon to Schedule. The Field Service core
features, managed
4. Hover over the shift you’d like to assign, and select Get Candidates. package, and mobile app
The list of service resource candidates is generated based on your scheduling rules defined in are available in Enterprise,
Setup. For example, the list can include service resources matching the skills required for the Unlimited, and Developer
shift, based on the associated job profile. The list is sorted so the service resources most closely Editions.
matching your scheduling service objectives appear at the top. You can define these objectives
When the managed
in Setup, for example, service resource preferences or balancing nonstandard shift assignments.
package is installed,
5. Select the service resource to assign, then save your changes. scheduling and optimization
consider shift availability.
The selected service resource is associated with the shift via the service resource lookup field.
Confirmed shifts appear on
Make sure the shift status is Confirmed so that the scheduling and optimization engine considers the Gantt.
the shift time period when interpreting the service resource’s availability for assigning service
appointments.
USER PERMISSIONS
SEE ALSO: To assign shifts:
Prepare Your Org for Shift Scheduling • Field Service Standard
AND
View and edit on shifts
To appear in the list of
service resource candidates:
• Field Service Scheduling
415
Salesforce Field Service Assign and Update Field Service Shifts
Assign Shifts and Update the Status in Bulk
Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources
EDITIONS
who are matched based on your business’ shift scheduling rules and their own shift scheduling
preferences. Available in: Lightning
1. Open Shifts in the App Launcher. Experience
2. Click Mass Shift Update. The Field Service core
3. Select whether to update the status, assign shifts, or do both. features, managed
package, and mobile app
4. Define criteria that selects the shifts to update. You can specify dates, service territories, and are available in Enterprise,
job profiles. Unlimited, and Developer
5. If you’re updating the status, specify the current status and the new status. Editions.
6. Do one of the following: When the managed
package is installed,
a. If you’re updating the assignee and status, click Assign and Update Status.
scheduling and optimization
b. If you’re updating the assignee, click Assign. consider shift availability.
c. If you’re updating the status, click Update Status. Confirmed shifts appear on
the Gantt.
A background process starts that looks for shifts that match the criteria and takes the appropriate
action. To learn if the process is completed, open the Shift Scheduling Operation record. The
record shows how many shifts were considered, how many were successfully processed, and USER PERMISSIONS
how many failed.
To mass update shifts:
• Field Service Standard
AND
View and edit on Shifts
To appear in the list of
service resource candidates:
• Field Service Scheduling
416
Salesforce Field Service Color-Code Field Service Shifts
Color-Code Field Service Shifts
Use a background color to identify different types of shifts in the Field Service schedule view and
EDITIONS
dispatch console. Background colors let you add visual information that works along with
status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift Available in: Lightning
template. Experience
1. Edit the shift or shift template for which you want to add a background color. When you add
a background color to a shift template, shifts created from the template inherit the background
USER PERMISSIONS
color.
2. Select a color in the Background Color field. You can use the color picker or enter a value in To view, create, and edit
hexadecimal format. shifts:
• View, create, and edit on
3. Review the shift cell preview, then save your work. Shifts, Job Profiles,
Keep these considerations in mind for managing shift colors: Service Territories,
Service Resources,
• To avoid visual clutter in the schedule view and dispatcher console, limit the number of Service Territory
background colors that you use. For example, pick 3-5 colors that your shift managers use to Memberships
differentiate shift types. To view, create, and edit
• The text color changes automatically depending on the background color that you select. The shift templates:
shift text color is either white or black, whichever creates the highest color contrast to promote • View, create, and edit on
readability and accessibility. Shifts Templates, Job
Profiles, Service
• The shift status determines the color of a horizontal bar in each shift cell. You can’t update the Territories, Service
default color scheme or replace it with a custom palette. Resources, Service
• Tentative shifts that don’t have a background color are highlighted in orange. Territory Memberships
• Within a shift, the shift cell preview updates only if a service resource is assigned.
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Salesforce Field Service Nonstandard Field Service Shifts
Nonstandard Field Service Shifts
Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such
EDITIONS
as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps
the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction Available in: Lightning
and attrition. Experience
The Field Service core
Marking Shifts as Nonstandard features, managed
package, and mobile app
• To mark a shift as nonstandard, select the Non-Standard checkbox when creating or editing
are available in Enterprise,
a shift.
Unlimited, and Developer
• To mark a shift template as nonstandard, select the Non-Standard checkbox when creating Editions.
or editing a shift template. When the managed
package is installed,
scheduling and optimization
Identifying Nonstandard Shifts consider shift availability.
Shifts marked as nonstandard are flagged in the various views. In the shift schedule view and the Confirmed shifts appear on
Gantt, nonstandard shifts are flagged with a red icon. the Gantt.
In the table view, add the Non-Standard field to see which shifts aren’t standard.
USER PERMISSIONS
Note: The Dispatcher console Gantt is a managed package feature.
To view, create, and edit
shifts:
Limiting Monthly Nonstandard Shifts • View, create, and edit on
Shifts, Job Profiles,
Managers and planners can restrict how many nonstandard shifts are assigned monthly to each Service Territories,
worker. Service Resources,
1. Specify the maximum number of monthly non-standard shifts in a scheduling constraint on Service Territory
Memberships
each service resource or service territory.
To view, create, and edit
2. Create a scheduling rule using the Limit Non-Standard Shifts rule type.
shift templates:
When assigning service resources to shifts, the scheduling logic looks for individuals that haven’t • View, create, and edit on
reached their monthly limit for nonstandard shifts. Shifts Templates, Job
Profiles, Service
Territories, Service
Resources, Service
Territory Memberships
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Salesforce Field Service Field Service Guidelines for Shift Availability
Field Service Guidelines for Shift Availability
Learn how to define valid shifts and show when your workers are available for shift work. Shifts can
EDITIONS
work alone or alongside operating hours and service territory memberships to define workforce
availability. Designate shifts to show availability for specific types of work or tasks, or for specific Available in: Lightning
territories. For example, you can designate an on-call shift for emergency appointments only. Experience
The Field Service core
Considerations features, managed
package, and mobile app
For shifts to be valid, they must meet the following criteria.
are available in Enterprise,
All shifts Unlimited, and Developer
• To create shifts, you must have at least one service territory and one service resource that’s Editions.
assigned to that service territory. A shift must be fully contained within a primary service When the managed
territory membership for a service resource in that territory. package is installed,
• If you're not using Enhanced Scheduling and Optimization, when you schedule designated scheduling and optimization
shifts for secondary service territories, use optimization rather than scheduling operations. consider shift availability.
Scheduling operations, such as Book Appointments or Get Candidates, don’t consider Confirmed shifts appear on
designated shifts with secondary service territories. the Gantt.
• Add the Timeslot Designated work rule to the scheduling policy for scheduling and
optimization to respect shift and time slot designations. The Overtime field in the Service
Resource Availability work rule enables scheduling service appointments on Extended shifts. You may need to add the Overtime
field to the layout.
• Shift availability (Extended or Normal) must correspond across all of a resource’s service territories.
• Add the Limit Non-Standard Shifts scheduling rule to balance less desirable shifts amongst your team. The Non-Standard field
on shifts marks the shift as nonstandard.
Shifts with a specified service territory
• When you create a shift with a specified service territory, the shift’s time span must be fully contained within the service resource's
primary service territory membership for that territory.
Shifts without a specified service territory
• When you want to define workforce availability across many territories, create the shift without a specified territory. A shift
without a specified service territory must be fully contained in a primary service territory membership (STM). It adds availability
in all territories based on territory memberships; availability is added where the shift intersects service territory memberships.
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Salesforce Field Service Field Service Guidelines for Shift Availability
Scheduling, Optimization, and Shift Availability
When the managed package is installed, scheduling and optimization consider workforce availability during shifts.
Shifts and worker availability
• Shifts always add availability.
• Shifts have priority over overlapping time slots.
• Shifts relax time slots for designated work or extended work (overtime). For example, if you assign a time period for emergency
work and create a shift that overlaps, scheduling can assign non-emergency appointments during the shift. Or, if you create a
shift for weekend on-call duties, you can schedule appointments although the shift is during extended hours.
• When Shifts overlap for a certain resource, territory-specific shifts have priority over shifts that aren’t territory-specific.
• When shifts overlap for a certain resource and the overlapping shifts are both territory-specific or both non territory-specific, the
first shift of the day takes precedence.
• Shifts with designation don’t take precedence over shifts without designation.
• For shifts that aren’t territory-specific, you can apply work rules to narrow the territories in which scheduling uses shift availability.
To use shift availability in the primary service territory, use a Match Territory work rule in your scheduling policy. To use shift
availability in the primary and other territories, use the Working Territories work rule.
• If a service resource is unavailable during the day at a specific time slot or during a specific shift, you must indicate this using
Resource Absence, and not split availability. For example, if a resource is available on Wednesday, 6 AM to 12 PM, and again
from 1 PM to 6 PM, then extend availability from 6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM.
• When you use Enhanced Scheduling and Optimization, if a service appointment doesn’t have a territory and a shift with designation
is configured, the service appointment must match the designation in order to be scheduled. If a resource has primary and
secondary territories and each territory has a shift with a different designation, the service appointment without territory must
match both designations.
Scheduling processes
• When you schedule work using the dispatcher console or Book Appointments or Candidates global actions, scheduling uses
availability from confirmed shifts. Optimization also uses available resources from confirmed shifts.
• When you use the Get Candidates and Mass Shift Update features, the scheduling logic takes into account any scheduling rules
and objectives.
• Scheduling and optimization match shifts to service appointments according to the shift’s filter criteria. Recordset filter criteria
help you narrow the scope so that only appointments matching the criteria get scheduled.
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Salesforce Field Service Manage Field Service Resources
Example: Adding Availability with Shifts
Rotating on-call duties are split into two shifts for Saturday morning and afternoon. The shift is associated with the San Francisco territory
and is fully contained in the service territory membership. The shifts are assigned to two workers that have accepted the shift work. The
managed package is installed in this org, so the Gantt displays the workers’ additional availability. When the dispatcher looks for candidates,
scheduling considers availability from the confirmed shifts (1) and from service territory membership (2).
SEE ALSO:
Guidelines for Creating Operating Hours for Field Service
Guidelines for Recordset Filter Criteria
Guidelines for Creating Service Territories for Field Service
Reserve Time Slots for Designated Types of Work
Manage Field Service Resources
Service resources are mobile workers that can be assigned to service appointments. Learn how to
EDITIONS
create time sheets and view a service resource’s travel routes and calendar.
Available in: both Salesforce
Get Started with Field Service Time Sheets Classic (not available in all
Before your mobile workers can start logging their hours using time sheets, lay down the orgs) and Lightning
foundation. Enable time sheets on the Field Service mobile app, set up an approval process, Experience
and customize time sheet fields. The Field Service core
Create Service Resource Absences for Field Service features, managed
Create resource absences to indicate when a service resource is unavailable to work. During package, and mobile app
are available in Enterprise,
schedule optimization, service resources aren’t assigned to appointments that conflict with
Unlimited, and Developer
their absences. View and manage absences from the Absences related list on service resource
Editions.
records.
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Salesforce Field Service Get Started with Field Service Time Sheets
View a Field Service Resource’s Daily Travel Route
The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the
Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together
on the resource map view.
View a Field Service Resource’s Calendar
Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar
gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.
Geolocation-Based Actions
Learn about the workflows that you can automate to help you manage mobile workers.
SEE ALSO:
Create Service Resources for Field Service
Service Resource Fields for Field Service
Get Started with Field Service Time Sheets
Before your mobile workers can start logging their hours using time sheets, lay down the foundation.
EDITIONS
Enable time sheets on the Field Service mobile app, set up an approval process, and customize
time sheet fields. Available in: both Salesforce
1. Enable mobile time sheets. Classic (not available in all
orgs) and Lightning
a. From Setup, enter Field Service Mobile Settings in the Quick Find box,
Experience
then select Field Service Mobile Settings.
b. Click Edit next to your Field Service Mobile Settings configuration. The Field Service core
features, managed
c. Select Enable mobile time sheets. package, and mobile app
d. Click Save. are available in Enterprise,
Unlimited, and Developer
2. Create an approval process. Editions.
a. From Setup, enter Approval Processes in the Quick Find box, then select Approval
Processes. USER PERMISSIONS
b. Select Time Sheet from the dropdown menu.
To enable time sheets:
c. Click Create New Approval Process > Use Jump Start Wizard. • Customize Application
d. Create an approval process with the Jump Start Wizard.
Note: When a mobile worker submits a time sheet, it initiates your approval process. If you don't have an approval process
set up, workers can't submit their time sheets.
3. Customize fields for time sheets.
a. In the Object Manager, enter Time Sheet in the Quick Find box, then select Time Sheet.
b. Select Page Layout > Time Sheet Layout.
c. Under Time Sheet Detail, add or remove fields. Up to four fields can be shown on the Field Service mobile app.
d. Click Save.
4. Create time sheet templates on page 423.
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Salesforce Field Service Get Started with Field Service Time Sheets
Considerations for time sheets:
• Users can view up to 100 past time sheets offline on their mobile devices.
• The first field on Time Sheet Detail displays as the header. Three more fields can be displayed as details below the header.
• Sharing button isn’t available for time sheets.
Create Time Sheet Templates
You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time
period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created
one day before their start date. You can only create time sheets for service resources of the type Technician.
Create Time Sheet Templates
You can automatically create time sheets from a template so that service resources can track their
EDITIONS
time and work. Specify the time period each time sheet covers, such as a week or month, and track
specific tasks, travel time, and break time. Time sheets are created one day before their start date. Available in: Lightning
You can only create time sheets for service resources of the type Technician. Experience
1. From Setup, enter Time Sheet Settings in the Quick Find box, then select Time Sheet
The Field Service core
Settings. features, managed
2. Click New and enter details for the time sheet template. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To create time sheets:
• Create on time sheets
To view time sheet entries:
• Read on time sheets
To create, update, or delete
time sheet entries:
• Edit on time sheets
423
Salesforce Field Service Get Started with Field Service Time Sheets
a. For Label, enter a descriptive name for the template so that you can distinguish it from others.
b. For Name, enter an API name for the template that uses underscores instead of spaces.
c. For Start Date, enter the date that you want the time sheet template to take effect. Because the time sheet autocreation job
runs once per day, we recommend setting a start date that is at least 24 hours in the future.
d. For Frequency, select the time range that you want each time sheet to cover. New time sheets are automatically created on
the frequency you specify. For example, if you select Daily, a time sheet is created every day. If you select Monthly, each time
sheet covers an entire month, beginning on the start date that you entered.
e. For Work Week Start Day, select the day that you want each work week to begin on.
f. For Work Week End Day, select the day that you want each work week to end on.
g. Enter a description for the time sheet template.
h. Mark the time sheet template as Active.
Note: Time sheets are automatically created only if the template is marked Active.
3. Assign the time sheet template to user profiles.
a. Click Assign to Profiles.
b. Select at least one user profile that you want to assign the time sheet template to, and click Change Assignments.
c. Under Time Sheet Setting, select the time sheet template you want the profiles to use, and click Save.
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Salesforce Field Service Get Started with Field Service Time Sheets
The template name appears next to each profile that you assigned it to.
To confirm that time sheets were created successfully, navigate to Time Sheets in the App Launcher, and create list view filters. If the
autocreation process can’t create a time sheet, it doesn’t retry. If a time sheet isn’t created as expected, you can manually create it.
Note: Editing the frequency of an existing time sheet template isn't recommended. To avoid errors, first deactivate the existing
template. Then create a template with the correct frequency, mark it as active, and assign it to the desired user profiles.
Considerations for time sheets:
• If you add a required custom field that uses custom values, time sheets aren't automatically created.
• Using the same work week start day and work week end day results in a work week that is one day long.
• The Twice a month frequency uses days 1–15 as the first half of the month and days 16–31 as the second half of the month.
• Start date defines the day your time sheet begins. So if your time sheet template's start date is on a Tuesday, your work week start
day is Monday, and you set the frequency to every two weeks, the first time sheet starts on Tuesday. The time sheet autocreation
job creates the first batch of time sheets when it runs on Monday. Thereafter, time sheets start on Mondays, and they are automatically
created when the job runs on Sundays.
• Time sheet templates aren't included in updates to the managed package.
SEE ALSO:
Time Sheet Fields
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Salesforce Field Service Create Service Resource Absences for Field Service
Create Service Resource Absences for Field Service
Create resource absences to indicate when a service resource is unavailable to work. During schedule
USER PERMISSIONS
optimization, service resources aren’t assigned to appointments that conflict with their absences.
View and manage absences from the Absences related list on service resource records. To view resource absences:
1. From the Absences related list on a service resource, click New. To create a set of regularly • Read on service
resources
scheduled absences, click New Recurring Absence and fill out the form.
When modifying recurring absences, you can only modify them one at a time. For example, if To create and update
resource absences:
a resource had a regularly scheduled appointment every Wednesday, and now that appointment
• Read on service
occurs every Thursday, you must create a new recurring absence. If they must change their
resources
appointment time and date only a few times, you can modify individual absences in the pattern.
To add or edit picklist values:
2. Select Non Availability as the record type. The Break record type is used to automatically • Customize Application
create breaks during schedule optimization. To customize the Field
3. Select an absence type: Vacation, Meeting, Training, or Medical. Service managed package:
• Customize Application
Note: Add more absence types by updating the Type picklist on the resource absence
object in Setup. Don’t use Break as a picklist value; the managed package uses that
name.
4. Enter a start and end time and description.
5. Optionally, add a Gantt label. The Gantt label appears on the absence in the Gantt. For example, Bahamas or Driver Training.
Note: Gantt labels aren’t available on Break resource absence or Recurring absence types.
6. Optionally, enter an address, such as a training location. For absences that don’t span an entire shift, like a morning medical
appointment, the absence address is used to determine travel time to and from adjacent service appointments. Appointments aren’t
scheduled during dedicated travel time.
If the Field Service managed package isn’t installed, you don’t see options to select a record type or enter a Gantt label.
The Gantt shows breaks to the left of travel to appointments. If a break is planned during travel time, optimization can still schedule the
appointment. The resource can drive, take the break at the specified time, and then complete the travel.
If you're using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization and scheduling
actions use the location of the last event (Service Appointment or Resource Absence) that has a location to calculate the travel time to
the next event. If the resource absence overlaps with the shift end, the resource’s home base location is used to calculate the travel time.
If you're not using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization uses the
resource’s home base to calculate travel time to the next service appointment. For a more precise travel estimate, add an address to the
absence, such as the location of the previous appointment or an address for the break.
Non Availability absences are shown on the Gantt with a “no entry” icon, while Break absences are shown with a cup icon. To customize
the color of a resource absence on the Gantt, update the Gantt Color field.
Note: Only Non Availability and Break record types are shown on the Gantt. Records using a custom record type on the Resource
Absence object aren’t shown on the Gantt.
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Salesforce Field Service Create Service Resource Absences for Field Service
With Enhanced Scheduling and Optimization, a lunch break is created when there's a full-day resource absence.
Note: If a service resource of type Crew has resource absences, those absences are considered in scheduling and shown on the
Gantt. Absences associated with individual crew members’ corresponding service resources aren’t considered.
SEE ALSO:
Work with Resource Absences
View a Field Service Resource’s Calendar
Create Resource Absences in the Field Service Mobile App
Work Rule Type: Service Resource Availability
Service Resource Fields for Field Service
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Salesforce Field Service View a Field Service Resource’s Daily Travel Route
View a Field Service Resource’s Daily Travel Route
The scheduling optimizer uses street-level routing to schedule your mobile worker’s day
EDITIONS
appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the
actual route taken. You can see both the planned and actual routes together on the resource map Available in: both Salesforce
view. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Note: To view travel routes, enable street-level routing. The Field Service core
features, managed
To navigate to a service resource’s map, start from the dispatcher console resource list. Click Details
package, and mobile app
in a resource’s action menu, and then click the Map tab. You can also view a service resource’s
are available in Enterprise,
scheduled appointments on the main dispatcher console map by selecting the service resource in
Unlimited, and Developer
the Map Layers settings. Editions.
At the top of the map, select which date to show, and choose one or more types of data to display: Route (shown in blue), Actual Route
(shown in pink), and Traffic. The actual route can be shown only if history tracking is set on the service resource’s Last Known Location
field and geolocation tracking is turned on for them. See Field History Tracking.
A truck icon signifies an appointment. An X icon signifies a resource absence with a valid address, meaning its latitude and longitude
can be calculated.
Note: To show or hide resource absences on the map, from the App Launcher, find and open the Field Service Admin app, and
then click Field Service Settings. Then, click Dispatcher Console UI > Gantt Configurations and select or deselect Show
absences on resource map.
On the right-hand side of the map, you can show or hide the route details pane. The pane shows the travel profile with details such as
the vehicle type and the route according to the selected travel mode. For example, quickly see whether the route includes the use of
toll roads or whether hazmat considerations exist. The travel profile is shown when you’re using Enhanced Scheduling and Optimization
and a travel mode is assigned to that territory or territory member. To zoom in on an appointment, hover over the appointment number
in the pane and click Center on Map.
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Salesforce Field Service View a Field Service Resource’s Daily Travel Route
Note: If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments,
and absences), the resource map shows only the first 23 stops on the route and displays an error. This is a Directions API limitation.
SEE ALSO:
Set Up Routing for Travel Time Calculations
Track Service Resource Geolocation with the Field Service Mobile App
Set Up Travel Modes
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Salesforce Field Service View a Field Service Resource’s Calendar
View a Field Service Resource’s Calendar
Resource detail pages include a customizable calendar that shows the resource’s scheduled
EDITIONS
appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability,
and helps resources stay on top of their schedule. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
To view a service resource’s calendar, navigate to their detail page from the Service Resources tab Experience
and scroll to the Calendar tab. Click a field on a calendar entry to open the corresponding record
The Field Service core
in a new tab.
features, managed
Note: If you don’t see the calendar on resource pages, add the VF079_ResourceCalendar package, and mobile app
Visualforce component to the service resource page layout. are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To edit field sets:
• Customize Application
To edit page layouts:
• Customize Application
To view resource absences:
• Read on service
resources
To view service
appointments:
• Read on service
appointments
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Salesforce Field Service View a Field Service Resource’s Calendar
Here’s how to control which information appears in the calendar.
1. To control which fields appear in calendar entries for service appointments and resource absences, customize field sets.
• The Service Appointment Resource Calendar Display field set controls what information appears on the calendar entry.
• The Service Appointment Resource Calendar Tooltip field set controls what information appears in a tooltip when you hover over
the calendar entry.
• The Resource Absence Resource Calendar field set controls what information appears on a resource absence calendar entry.
• The Absence Resource Calendar Tooltip field set controls what information appears in a tool tip when you hover over the calendar
entry.
For more details, see Customize the Dispatcher Console with Field Sets.
2. To color-code resource absences on the calendar, update the Gantt Color field on resource absences with a 6-digit hex code.
This field lets you represent different types of absences with different colors—for example, lunch breaks in red and internal meetings
in green.
Note: Use Process Builder to automate the color-coding of resource absences.
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Salesforce Field Service Geolocation-Based Actions
Geolocation-Based Actions
Learn about the workflows that you can automate to help you manage mobile workers.
EDITIONS
You can trigger geolocation-based actions by using any one of these options.
Available in: both Salesforce
• Platform Alerts on page 432
Classic (not available in all
• Quick Actions on page 432 orgs) and Lightning
• View Records on page 433 Experience
The Field Service core
Actions Based on Platform Alerts features, managed
package, and mobile app
Example: Automate Site Check-Ins and Check-Outs are available in Enterprise,
Unlimited, and Developer
Why?
Editions.
Keep track of the times that mobile workers arrived and left job sites. With automated
timestamps for geolocation-based actions, you can then create reports that give insights on To access the Field Service
the time that mobile workers spend at each location. Timestamps are captured even when mobile app, users need the
Field Service Mobile user
the mobile app is offline and are more reliable than the manual input given by mobile workers.
license.
How?
Create two geolocation-based actions: one that’s silently triggered by a platform alert when
the mobile worker arrives at a location, and another that’s silently triggered by a platform
alert when they leave the location. Then, create a report that lists the timestamps of the first
check-in and the last check-out, taking into account that it’s possible that the mobile worker
has come and gone more than once. See Build a Report.
Actions Based on Quick Actions
Example: Get Mobile Workers to Complete a Site Arrival Checklist
Why?
Make sure that mobile workers never forget to fill out your site arrival checklist to keep the workers and your customers safe.
How?
Create a quick action that opens a checklist. Then, create a geolocation-based action that prompts the mobile worker to open the
checklist when they arrive at a location.
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Salesforce Field Service Geolocation-Based Actions
Actions Based on View Records
Example: Show Mobile Workers the Work Plans
Why?
Give mobile workers the information they need to get the job done.
How?
Create a geolocation-based action that prompts the mobile worker to view a record when they arrive at a location.
SEE ALSO:
Set Up Geolocation-Based Actions for Field Service Mobile Workers
433
Salesforce Field Service Manage Field Service Crew Membership
Manage Field Service Crew Membership
Efficiently manage your service crews to accommodate a fast-changing field service schedule.
EDITIONS
Create crews, find and add members with the right skills, adjust membership dates to match
appointment times, and view all crews’ schedules and members in one place. Available in: both Salesforce
While you can manually manage service crew membership from the Service Crew Members related Classic (not available in all
list on service crew records, we recommend using the drag-and-drop crew management tool. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
1. Create your service crews. The crew management tool only shows crews with an active service features, managed
resource of type Crew. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To view service crew
members:
• Read on service crews
AND
Read on service
resources
To create service crews
using the crew
management tool:
• Create on service crews
AND
Create on service
resources
AND
Edit on service territories
To create, update, or delete
service crew members:
• Edit on service crews
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Salesforce Field Service Manage Field Service Crew Membership
2. Open the crew management tool by clicking the Crew Management tab or opening the Lightning page that contains it.
Note: If you have trouble finding it, ask your admin to follow the steps in Set Up Crew Management and let you know where
the tool is located.
3. In the top-right corner, select a date and number of days to display.
4. In the sidebar, click the map icon to view a list of service territories with active service crews. Select service territories whose crews
you want to see and click Save. After you select service territories, each crew’s schedule and members appear in the chart.
Now that your dates and service territories are selected, it’s time to manage crew membership.
View Crew Details
Hover over a crew name in the chart to see the skills that its members need. To update these skills, navigate to the associated service
resource record of type Crew and update the Skills related list.
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Salesforce Field Service Manage Field Service Crew Membership
Hover over a service crew membership in the chart to view the membership start and end dates. Crew leaders appear with a star.
View Appointment Details
In any Crew Schedule row, hover over an appointment to view its details. A red flag icon means that the assigned service crew
doesn’t yet comply with the minimum crew size or skill requirements listed on the appointment’s parent record. View skill and crew
size alerts at the bottom of the hover window. You can determine which details to show using the Crew Management Tooltip field
set on page 599.
Double-click an appointment to open a window that shows the appointment’s fields and its parent record’s fields and related records.
Find the Right Crew Member
If the territory filter is visible in the sidebar, click the map icon to hide it and show the service resource list. The sidebar shows service
resources who are members of the selected service territories during the dates shown on the chart.
• Click a service resource’s name in the sidebar to view their skills, service territory membership, and service crew membership.
Click the card icon to the right of their name to view the service resource record.
• Select a scheduling policy using the Policy dropdown menu.
• Filter service resources by skill in one of two ways:
– Click the filter icon in the resource list to select skills to filter for.
– Click Match Crew Skills on a crew to show only service resources with the skills listed on the crew’s service resource record
of type Crew.
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Salesforce Field Service Manage Field Service Crew Membership
• To filter crews by skills, click the crew filter icon. Then, search for and select the required skills.
• Search for crews and crew members. You can search for multiple resources by separating the names with a comma. Each crew
is marked with a different color on the Gantt.
• If an appointment shows missing skills or members, right-click the appointment and click Get Candidates to filter the resource
list based on skills, availability, and operating hours. If the crew just needs members, all available resources are shown. If skills
are missing, available service resources with the missing skills are shown first. Select one or more resources and click Assign
Selected to add them to the crew for the appointment’s time frame.
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Salesforce Field Service Manage Field Service Crew Membership
Add a Service Resource to a Crew
Add service resources to crews by dragging them from the resource list. To add multiple resources at once, select them in the list
before dragging.
• Drag a resource onto a crew’s name to add them to the crew for the dates shown on the chart. A window opens where you can
update crew membership dates and make the resource the crew leader.
• Drag a resource onto another resource’s service crew membership to create an identical crew membership.
• Drag a resource onto an appointment to create a crew membership for the appointment’s time frame.
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Salesforce Field Service Manage Field Service Appointments
Note: If you're not using Enhanced Scheduling and Optimization, when creating a service crew membership, align it with
the resource’s start of day. We recommend using 00:00 because it aligns with Field Service’s default Start of Day. However,
you can set a custom Start of Day on Service Resource Availability work rules if the default doesn’t make sense—for example,
if your team typically works night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click Field Service
Settings > Scheduling and select Set the hour that starts a new day based on the Availability rule(s). If the applied
scheduling policy uses a custom Start of Day, set your service territory memberships to start and end at that time rather than
at midnight.
Edit or Delete Crew Membership
Double-click a crew membership in the chart to edit its dates, make the resource the crew leader, or delete the membership.
SEE ALSO:
Set Up Crew Management
Create Service Crews
Considerations for Scheduling Service Crews
View Service Crews on the Gantt
Manage Field Service Appointments
Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby
EDITIONS
appointments, and fill schedule gaps.
Available in: both Salesforce
Create Service Appointments for Field Service Classic (not available in all
Service appointments represent field service visits to customers. While work orders describe orgs) and Lightning
the work to be performed. You can have multiple service appointments (visits) per work order, Experience
depending on the nature of the job. For example, if a customer orders the installation of multiple The Field Service core
devices, each visit is a separate service appointment. The service appointment provides the features, managed
scheduling and assignment details. package, and mobile app
Schedule Service Appointments for Field Service are available in Enterprise,
Unlimited, and Developer
Schedule service appointments from the record feed or from the appointment list in the
Editions.
dispatcher console. You can also create scheduling dependencies between service appointments
to organize larger jobs, or schedule an appointment by manually updating its status.
Unschedule Field Service Appointments
Unschedule service appointments from the dispatcher console or a service appointment record.
Reschedule Service Appointments in Field Service
Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of
how the tools differ and which tool best suits your needs.
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Salesforce Field Service Manage Field Service Appointments
Reshuffle Service Appointments in Field Service
Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over
appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even
to a different resource.
Manage Field Service Scheduling Overlaps
To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of
several available methods.
Fix Field Service Scheduling Overlaps
Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences.
Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling
the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling
and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used.
Customize Fix Overlap Scheduling Settings
Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the
order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found.
Group Nearby Field Service Appointments
One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action
on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments
that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced
Scheduling and Optimization.
Fill Schedule Gaps in Field Service
Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which
feature creates a list of appointments for a mobile worker and finds the optimal schedule.
Customize Field Service Appointment Chatter Settings
In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments
or on service appointment parent records.
Dispatch Field Service Appointments
Dispatch scheduled service appointments to your mobile workers. You can dispatch appointments from the console, or set up jobs
that automatically dispatch or drip feed the next appointments.
SEE ALSO:
Customize Appointment Booking Settings
440
Salesforce Field Service Create Service Appointments for Field Service
Create Service Appointments for Field Service
Service appointments represent field service visits to customers. While work orders describe the
EDITIONS
work to be performed. You can have multiple service appointments (visits) per work order, depending
on the nature of the job. For example, if a customer orders the installation of multiple devices, each Available in: both Salesforce
visit is a separate service appointment. The service appointment provides the scheduling and Classic (not available in all
assignment details. orgs) and Lightning
Service appointments can be added to work orders, work order line items, opportunities, leads, Experience
accounts, or assets. However, associating service appointments with work orders or work order line The Field Service core
items allows you to use Field Service mobile and Field Service scheduling logic that’s available only features, managed
when a work order or work order line item is used. package, and mobile app
You can create Service Appointments in any of these ways. are available in Enterprise,
Unlimited, and Developer
• Manually create service appointments by creating a work order with an associated work type.
Editions.
To generate a child service appointment when a work order or work order line item is created
from the work type, make sure that Auto-Create Service Appointment is selected.
• Create service appointment records in bulk based on given intervals and criteria by using USER PERMISSIONS
maintenance plans. To create service
• Create preplanned work by using Data Loader to import records. appointments:
• Create service appointment records based on your business logic for a certain scenario or criteria • Create on service
appointments
by using automation tools, such as Flow, or programmatic processes such as an Apex Trigger
and Apex Class. To create assigned
resources:
You can create a Service Appointment record from the Service Appointments tab (by selecting
• Edit on service
New Service Appointment) or from the Service Appointments related list on a record (by clicking appointments AND Read
New), and then manually populate it. However, creating a service appointment without scheduling on service resources
isn't recommended, as the appointment isn’t accounted for in terms of capacity and utilization until
To update or delete
it's scheduled. We recommend you create Work Order records and have service appointments assigned resources:
automatically created by the system only when a scheduled visit to the customer is necessary. You • Edit on service
can do so by using Get Candidates or Book Appointments on the Work Order page layout or by appointments
associating a Work Type to the Work Order with Auto-Create Service Appointment enabled.
Note: When creating an appointment, define any important SLAs or constraints that can
impact the scheduling of the appointment. For example, define Skill Requirements on the
work order to ensure that the job is assigned to a qualified service resource, define an Early
Start and Due Date on the appointment to ensure the job is scheduled within the proper
time-frame SLA. And, define an address that is properly geocoded to a valid geolocation to
ensure travel time is accurately calculated when scheduling. All of these details determine
whether the appointment can be scheduled, when the appointment can able to be scheduled,
to which service resource, and other factors.
Note:
• In the Gantt, service appointments are labeled using their appointment number. To customize a service appointment's label,
fill in the Gantt Label field on the appointment record.
• If an assignment is made during scheduling or optimization—Field Service managed package features—assigned resource
records are automatically created.
• If an appointment has more than one assigned resource, only the first created assigned resource is recognized in scheduling
and in the dispatcher console. However, if the appointment is assigned to a service resource of type Crew, assigned resource
records are auto-created for the crew members, and the assignment details are displayed correctly in the dispatcher console.
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Salesforce Field Service Create Service Appointments for Field Service
When the mobile worker completes the appointment, have them fill out the Actual Times section to indicate when the appointment
started and ended. In addition, they can enter the minutes it took to travel to the appointment in the Actual Travel Time field on their
assigned resource record. This information is helpful for auditing and auditing and reporting purposes after the work is completed. In
addition, mobile workers can enter the minutes it took to travel to the appointment in the Actual Travel Time field on their assigned
resource record.
Guidelines for Creating Service Appointments for Field Service
A service appointment tracks field service work to be performed for a customer, and is typically associated with a work order or work
order line item. Learn how to create and manage service appointments. A service appointment represents a visit with a timeframe
for a specific type of work at a designated location. The service appointment is typically associated with a work order or work order
line item, representing the broader job. Learn how to create and manage service appointments.
SEE ALSO:
Service Appointment Fields for Field Service
Guidelines for Creating Service Appointments for Field Service
A service appointment tracks field service work to be performed for a customer, and is typically
EDITIONS
associated with a work order or work order line item. Learn how to create and manage service
appointments. A service appointment represents a visit with a timeframe for a specific type of work Available in: both Salesforce
at a designated location. The service appointment is typically associated with a work order or work Classic (not available in all
order line item, representing the broader job. Learn how to create and manage service appointments. orgs) and Lightning
View Service Appointments Experience
View service appointments in the following places: The Field Service core
• Service Appointments tab features, managed
• Service Appointments related list on work orders, work order line items, or service resources package, and mobile app
are available in Enterprise,
• Dispatcher console Unlimited, and Developer
Create Service Appointments Editions.
You can create service Appointments in several ways. We recommend creating service
appointments by first creating a work order with an associated work type and then creating
and scheduling the appointment by using Get Candidates or Book Appointments on the Work Order page layout, or by associating
a Work Type to the Work Order with Auto-Create Service Appointment selected.
Use Cases
I WANT TO… HOW DO I DO THIS? PERSONA
Manually create service appointments, for Create a Work Order record representing • Call center agent
example, create and schedule a visit for a the job to be performed for the customer. • Dispatcher
customer directly from an inbound phone Associate this record with a Work Type and
call. select Auto-Create Service Appointment
to create a child service appointment
when a work order or work order line item
is created from the work type.
You can then use Get Candidates or Book
Appointments Visualforce actions available
442
Salesforce Field Service Create Service Appointments for Field Service
I WANT TO… HOW DO I DO THIS? PERSONA
on the Work Order page layout to schedule
the appointment.
Create bulk Service Appointment records, Use maintenance plans to create service • Admin
for example, create unscheduled appointments based on given intervals • Dispatcher
maintenance work. and criteria.
You can then use mass (bulk) schedule or
optimization to schedule the service
appointments.
Create pre-planned work, for example, Use Data Loader to import records. • Admin
work coming from an external system that
Create service appointments using an • Dispatcher
needs to be scheduled.
Apex class that an external system can call
through a web service so that service
appointments can be created through
integration.
You can then use mass (bulk) schedule or
optimization to schedule the service
appointments. Or use Get Candidates or
Book Appointments Visualforce actions
available on the Work Order page layout
to schedule each appointment individually.
Create Service Appointment records based Use automation tools, such as Flow, or • Admin
on a certain scenario or required criteria. programmatic processes such as an Apex
trigger and Apex class to create records
based on your business logic.
Note: On the Service Appointments related list on a service resource record, you can’t create appointments, but you can
assign the resource to existing appointments.
Delete Service Appointments
If an appointment is canceled, you can delete the appointment or change its status to Canceled. Deleting a parent record, like a
work order, deletes its child service appointments.
Associate Service Appointments with Other Records
Service appointments always have a parent record, which can be a work order, work order line item, opportunity, account, or asset.
The parent record tells you about the nature of the service appointment:
• Service appointments associated with work orders and work order line items offer a more detailed view of the work being
performed. In addition, this association enables you to use more of the Field Service provided scheduling logic, such as skill
requirements, resource preferences, and other entities that are available only when a work order or work order line item is used.
We recommend you use the work order or work order line item as the parent record for a service appointment. If necessary,
associate assets and accounts to the work order or work order line item through related fields and lists, instead of making assets
and accounts the service appointment parent record. While work orders and work order line items let you enter general information
about a task, service appointments track scheduling and ownership. If you select Auto-Create Service Appointment on a work
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Salesforce Field Service Schedule Service Appointments for Field Service
type, a child service appointment is added to all work orders or work order line items that use the work type. In scheduling and
optimization, service appointments are scheduled according to your settings.
SEE ALSO:
Service Appointment Fields for Field Service
Schedule Service Appointments for Field Service
Schedule service appointments from the record feed or from the appointment list in the dispatcher
EDITIONS
console. You can also create scheduling dependencies between service appointments to organize
larger jobs, or schedule an appointment by manually updating its status. Available in: both Salesforce
Classic (not available in all
Schedule Appointments from the Record Feed orgs) and Lightning
In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and Experience
reschedule service appointments for work orders, work order line items, accounts, assets, leads, The Field Service core
and opportunities, or from a service appointment itself. To reflect different visits, you can features, managed
schedule one or more service appointments for a record. package, and mobile app
Schedule Appointments from the Dispatcher Console are available in Enterprise,
Unlimited, and Developer
You can schedule service appointments from the Field Service dispatcher console by using the
Editions.
mass schedule action or by dragging them onto the Gantt.
Schedule an Appointment Automatically
Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the
best available slot based on your scheduling policy.
Guidelines for Avoiding Apex CPU Timeouts in Field Service
Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking or Candidates actions. This timeout
occurs when too many available candidates or too many scheduling slots are provided for appointment booking.
Complex Work in Field Service
To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments.
Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a
certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two
appointments must start at the same time.
Book and Schedule Appointments by Using Priorities
Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less
urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or
equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced
Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.
Schedule Emergency Appointments
In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency
Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.
Schedule Appointments Without Travel
Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be
done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and
safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite
or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled.
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Salesforce Field Service Schedule Service Appointments for Field Service
Update a Field Service Appointment’s Status
You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places
in Salesforce.
SEE ALSO:
Create Service Appointments for Field Service
Unschedule Field Service Appointments
Reschedule Service Appointments in Field Service
Customize Appointment Booking Settings
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Salesforce Field Service Schedule Service Appointments for Field Service
Schedule Appointments from the Record Feed
In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule
EDITIONS
service appointments for work orders, work order line items, accounts, assets, leads, and
opportunities, or from a service appointment itself. To reflect different visits, you can schedule one Available in: both Salesforce
or more service appointments for a record. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Note: For help scheduling emergency appointments, see Schedule Emergency Appointments. The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To schedule an appointment
using the Book Appointment
or Candidates action:One of
these custom permission
sets:
• Field Service Admin
Permissions
• Field Service Agent
Permissions
• Field Service Dispatcher
Permissions
To view the Change
Scheduling Policy field on
the Book Appointment
action:
• Policy Picker In
Appointment Booking
custom permission
AND
Read permission on the
Scheduling Policy object
To view the Change
Scheduling Policy field on
the Candidates action:
• Policy Picker In Get
Candidates custom
permission
AND
Read permission on the
Scheduling Policy object
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Salesforce Field Service Schedule Service Appointments for Field Service
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Salesforce Field Service Schedule Service Appointments for Field Service
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Candidates Typically, only support agents. Appointment time slots, organized by service resource. The time
slots are based purely on empty space in mobile worker schedules,
not arrival windows, making this action ideal for appointments
where no coordination is needed with the customer.
1. Open the record that requires an appointment.
2. In the Chatter feed, select either Book Appointment or Candidates based on your needs. If the action isn’t available, select the
page layout and add the quick action. For appointment booking, we recommend that you add the action; don’t add the
AppointmentBookingVf Visualforce page using Lightning App Builder.
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Salesforce Field Service Schedule Service Appointments for Field Service
Note:
• Avoid putting the Book Appointment, Candidates, and Emergency chatter quick actions in Salesforce Classic Publisher
and Salesforce Mobile and Lightning Experience as the first actions in your page layout to prevent triggering these actions
every time a record is loaded.
• Adding global actions into flows using Lightning Web Components isn't supported.
3. If you’re creating an appointment for a work order or work order line item, leave the work type as is. It’s defined on the parent record
and can’t be updated from the Chatter action window.
The work type serves as a template that provides skill requirements, duration, and other data used in scheduling the work.
4. Optionally, update the address and service territory, which are typically inherited from the parent record.
Note: When an appointment isn’t geocoded with a latitude and longitude, Book Appointment geocodes it and formats the
address as follows.
Street number and Street name (the number is always first)
City, State, Zipcode
Country
5. To view time slots for yourself only, click Assign to Me. You see this option if you’re associated with a service resource record and
the default scheduling policy includes a Required Resources work rule.
6. If you clicked Book Appointment:
a. To change the earliest start permitted and due date, click Show more options.
b. To view a graded list of available arrival windows, click Get Appointments. The list considers all scheduling constraints, such
as the current schedule and work rules, and is graded according to the service objectives. Depending on your appointment
booking settings, arrival windows can be flagged as Ideal or Recommended or shown in yellow to indicate a prime window. To
see how each window ranks against the scheduling policy’s service objectives, click its information icon.
c. To view a wider range of service appointment dates, click Extend Dates.
d. To create the service appointment, select an arrival window. You can then view its details.
7. If you clicked Candidates:
a. Click Get Candidates to view a list of available service resources.
b. Click a resource’s name to view their open time slots, which are scored 0–100 based on how well the slot matches the applied
scheduling policy.
c. To schedule the appointment, select a time slot in a resource’s list and click Schedule to [name].
8. To rerun the search using a different scheduling policy than the default policy, select a policy in the Change Scheduling Policy
field.
Book Appointment Window
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Salesforce Field Service Schedule Service Appointments for Field Service
Candidates Window
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Salesforce Field Service Schedule Service Appointments for Field Service
Note:
• Booking from objects other than work orders or work order line items creates a work order, and the service appointment is
created for that work order. For instance, booking an appointment from an asset record creates a related work order and service
appointment.
• Pinned service appointments can't be rescheduled using the Book Appointment, and Get Candidates scheduling actions.
• Choosing the same or adjacent appointment slots at the same time can create overlaps on the dispatch console. Service
appointment overlaps can occur if there are long-running customizations. We recommend such customizations be asynchronous.
Travel or lunch break overlaps can also occur. Contact your Salesforce rep to change the custom setting that checks for
appointment changes during the entire day, and prevents travel overlaps. In this case, false positive errors can occur if there’s
no real overlap.
• Book Appointment ignores the arrival window defined on the service appointment so you can get different arrival window
times. Get Candidates respects the arrival window on the service appointment if the scheduling policy includes a Match Time
Rule for the arrival window fields (Scheduled Start and Scheduled End work rules).
SEE ALSO:
Service Appointment Fields for Field Service
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Book and Schedule Appointments by Using Priorities
Schedule Appointments from the Dispatcher Console
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Salesforce Field Service Schedule Service Appointments for Field Service
Schedule Appointments from the Dispatcher Console
You can schedule service appointments from the Field Service dispatcher console by using the
EDITIONS
mass schedule action or by dragging them onto the Gantt.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
You can schedule an appointment from the dispatcher console in several ways, depending on what orgs) and Lightning
you’re doing and how much control you have. When you use any scheduling tool, scheduling Experience
considers the work rules defined in the scheduling policy. You can select any scheduling policy in
The Field Service core
the top-left dropdown list to help you find the best schedule.
features, managed
package, and mobile app
Drag an Appointment from the Appointment List or the Gantt are available in Enterprise,
Unlimited, and Developer
Schedule an unscheduled appointment by dragging it from the appointment list into any service
Editions.
resource’s row on the Gantt.
Reschedule a scheduled appointment by dragging it to a free time slot on the Gantt.
If the assignment causes a rule violation (for example, if the resource doesn’t possess the required skill), the appointment is marked with
a yellow triangle. Hover over the appointment to view its details and rule violations.
Customize the drag settings from the Field Service Admin app.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Dispatcher Console UI.
3. In the Time intervals when dragging on Gantt field, enter the minutes segment. For example, if you enter 15, you can drag an
appointment into slots starting at 0, 15, 30, and 45 minutes after the hour.
4. Save your changes.
Schedule Appointments by Using the Scheduling Action
You can use the Schedule action in several ways.
• To schedule one or more appointments in the appointment list (mass schedule), select the appointments and click Schedule above
the appointment list search field. The button doesn’t show Reschedule if you select an appointment that’s already scheduled.
Appointments are scheduled or rescheduled in priority order. A progress bar appears in the bottom-right corner during the scheduling
process. When scheduling is completed, click View Service Appointments to review the details.
• Click a service appointment in the appointment list to show a mini view of the appointment. At the bottom of the mini view, click
Schedule or Reschedule. If no candidates are available, you can bypass the scheduling policy’s rules by dragging an appointment
or by selecting a different scheduling policy.
• Right-click a service appointment on the Gantt and select Reschedule to find a better time for your appointment.
• Schedule an appointment directly from the dispatcher console map. First, pop out the map by clicking on the Map tab, and then
click an appointment icon (1) to show its details. Click Schedule (2) to schedule the appointment.
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Salesforce Field Service Schedule Service Appointments for Field Service
Note: When you’re using Enhanced Scheduling and Optimization, if sliding or reshuffling is enabled, you can schedule critical
appointments even when the Gantt seems to be full. Depending on the Sliding and Reshuffling option selected in Field Service
Settings, you can use the Schedule action on an appointment to slide scheduled appointments to the left (earlier) or right (later)
and make room for a new appointment. If you select Sliding and Reshuffling, the Schedule action can also move preexisting
appointments to other days or to another resource to schedule the appointment. Also, if you select Schedule over lower priority
appointment for an appointment, the Schedule action can drop a lower-priority appointment from the schedule.
SEE ALSO:
Working in the Field Service Dispatcher Console Appointment List
Schedule Appointments from the Record Feed
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Book and Schedule Appointments by Using Priorities
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Schedule an Appointment Automatically
Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment
EDITIONS
itself. Auto Schedule finds the best available slot based on your scheduling policy.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
To grade available time slots, Auto Schedule uses rules and objectives in a scheduling policy. In the orgs) and Lightning
Field Service Admin app, specify the default policy in Field Service Settings > Dispatcher Console Experience
UI > Gantt Configurations. To override the default, add the Scheduling Policy Used field to the
The Field Service core
service appointment layout. Before you auto-schedule the appointment, select a scheduling policy
features, managed
in this field.
package, and mobile app
1. Customize the service appointment page layout, and add the Auto Schedule field. Optionally, are available in Enterprise,
add the Scheduling Policy Used field. Unlimited, and Developer
2. Open the service appointment that you want to schedule, and select Auto Schedule. Optionally, Editions.
select a scheduling policy to use instead of the default policy.
3. Click Save. USER PERMISSIONS
If Auto Schedule is selected on a service appointment, wait until the appointment’s location is To auto-schedule from a
geocoded before scheduling it. In the Field Service Admin app, under Field Service Settings > service appointment: One of
Scheduling > General Logic, select Delay auto-scheduling until appointments are geocoded these custom permission
and save your changes. sets:
• FSL Admin Permissions
Note:
• FSL Agent Permissions
• The Delay auto-scheduling until appointments are geocoded setting doesn’t apply • FSL Dispatcher
to appointments without an address (such appointments are scheduled without delay). Permissions
Auto Schedule uses the scheduling policy listed in the appointment’s Scheduling Policy
Used field. If no policy is listed, the default scheduling policy in your Appointment Booking
settings is used.
• Delay auto-scheduling until appointments are geocoded works only if the Data
Integration Rule for Service Appointment Address has Bypass triggers turned off.
• We recommend waiting for the Auto Schedule to complete before updating a service
appointment, otherwise your update could trigger the Auto Schedule before the service
appointment is geocoded.
Auto Schedule tries to find the best slot for the appointment. It’s then deselected in the appointment record regardless of whether
scheduling is successful.
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Guidelines for Avoiding Apex CPU Timeouts in Field Service
Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking
EDITIONS
or Candidates actions. This timeout occurs when too many available candidates or too many
scheduling slots are provided for appointment booking. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
The more scheduling slot options available, the more processing time is required to validate each Experience
option according to every work rule in the scheduling policy and to grade each option by each of
The Field Service core
the objectives in the scheduling policy.
features, managed
When you call an Appointment Booking or Get Candidates action using the Apex API, the custom package, and mobile app
code before and after the API call can also cause this Apex CPU timeout. We recommend trying to are available in Enterprise,
optimize this code and avoid long processing time. Unlimited, and Developer
To prevent Apex CPU timeouts during Appointment Booking or Get Candidates actions: Editions.
• Enable Enhanced Scheduling and Optimization at least for the territories that get the Apex CPU
timeout exception. Enhanced Scheduling and Optimization calculates the time slots in a service outside the Salesforce org where
no CPU timeout limits apply.
• Filter out as many candidates as possible using more Database work rules in your scheduling policy. Database rules are applied at
the SOQL query clause level. These rules immediately disqualify resources and query only the resources that you need, so performance
isn’t impacted. The database work rule types include:
– Match Territory
– Working Territories
– Maximum Travel from Home
– Extended Match
• Reduce the horizon of the Appointment Booking and Get Candidates operations. You can change the horizon per service appointment
by decreasing the gap between the Due Date and the Earliest Start Time, or it can be changed for all your users in Field Service
Settings under Scheduling in the General Logic tab. Select the maximum days to get candidates or book an appointment.
• For Appointment Booking, reduce the number of time slots in the operating hours used for appointment booking.
• Enable async logic for problematic service appointments by selecting Use Async Logic on the service appointment, available when
you’re not using Enhanced Scheduling and Optimization. Using async logic ensures the Appointment Booking calculation runs in a
future job with more CPU time, though the duration to retrieve slots isn’t guaranteed. Future jobs run when the platform decides
to do so, such that these jobs can be held in the queue for some time. The slots aren’t returned in the same transaction. The job
creates an FSL operation object that helps get the results when you’re using the OOTB FSL actions for Appointments Booking or Get
Candidates. If you’re using custom code for these actions, some development can be required to enable you to get the slots when
using async logic.
• Enable Limit Apex Operations in Field Service Settings, available when you’re not using Enhanced Scheduling and Optimization.
Limiting Apex operations restricts processing time for the specific scheduling operation, terminating the process when the specified
percentage of the timeout limits is reached. The outcome comprises results that have completed processing within the stipulated
timeframe. The OOTB UI and API clearly indicate partial processing of results, including the number of service resources completed
and the total count of resources involved.
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Complex Work in Field Service
To stay on top of complex projects and multistage work, create scheduling dependencies between
EDITIONS
related service appointments. Scheduling dependencies help you account for situations when
technicians need to perform related service appointments in a certain order. For example, ensure Available in: both Salesforce
that a particular appointment can’t start until a related appointment is complete or that two Classic (not available in all
appointments must start at the same time. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
Watch the video to see how to use scheduling dependencies to stay on top of related service
features, managed
appointments.
package, and mobile app
Watch a video are available in Enterprise,
Unlimited, and Developer
Get to know the common terms used in complex work. Editions.
Scheduling Dependency
Synonyms: Complex work, multistage work
Dependencies are the relationships between service appointments that must be followed in order to meet your business needs.
Dependencies cover scenarios where appointments happen in a certain order or must be assigned to the same person. You can set
up dependencies that ensure appointments happen at the same time, consecutively, or consecutively and immediately one after
another.
Dependent appointments
Synonyms: Group or set of dependent appointments; chain of appointments
Throughout the documentation, dependent appointments refers to the related appointments defined in the Scheduling Dependencies
section of a service appointment detail page. It includes the related appointments and the type of dependencies.
Dependency type
The logic that defines how two appointments are related. For example, Same Start appointments must begin at the same time. The
dependency types are:
• Same Start—The appointments must start at the same time.
• Start After Finish—One appointment can’t start until the other is complete. Optionally, assign both appointments to the same
service resource.
• Start After Finish and Same Day—One appointment can’t start until the other is complete. Schedule both appointments for the
same day. Optionally, assign both appointments to the same service resource.
• Immediately Follow—Schedule the appointments back-to-back on the same day, and assign them to the same service resource.
Set Up Complex Work
Get ready to create scheduling dependencies, also known as complex, or multistage work. Update page layouts, activate dependency
types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization.
Create Complex Work
Model complicated realities with scheduling dependencies between appointments. Relate multiple service appointments so that
scheduling and optimization can account for the dependencies. Each appointment’s parent record must be a work order.
Considerations and Limitations for Complex Work
In Field Service, scheduling dependencies help you accurately model work that happens in stages, also called multistage work, and
other sets of related appointments. Before you create service appointment dependencies, review the considerations and limitations.
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Salesforce Field Service Schedule Service Appointments for Field Service
Set Up Complex Work
Get ready to create scheduling dependencies, also known as complex, or multistage work. Update
EDITIONS
page layouts, activate dependency types, and turn on complex work for any service territories that
aren’t using Enhanced Scheduling and Optimization. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. To show complex work features, customize the service appointment page layout. Experience
a. In the layout editor, open the service appointment page layout. The Field Service core
b. Add a single-column section to the layout. Name it Scheduling Dependencies features, managed
or something similar. package, and mobile app
are available in Enterprise,
c. Select Visualforce Pages and drag the vf739_ComplexWork page to the new section. Unlimited, and Developer
d. Click the wrench icon on the Visualforce page to show its properties. Set the height in pixels Editions.
to 600.
e. Ensure that these fields aren’t on the service appointment page layout. These fields were USER PERMISSIONS
used before complex work was available, and aren’t needed. If these fields appear in their
own section, remove the section. To customize page layouts:
• Customize Application
• Time Dependency
To edit Field Service settings:
• Same Resource
• Field Service Admin
• Same Day permission set
• Related Service
f. Save your changes.
2. Activate the picklist values for dependency types.
a. From the object management settings for appointment dependencies, go to Fields & Relationships.
b. Select the Dependency field. Activate the dependency values that you want to be available for complex work.
Dependency types are:
• Same Start
• Start After Finish
• Start After Finish And Same Day
• Immediately Follow
3. From the object management settings for service appointments, go to Field Sets and click Complex Work Lookup Fields to define
the lookup fields available for selection when users create dependencies between appointments. By default, the available lookup
fields are Account and Parent Object.
4. Enable complex work for service territories that aren’t using Enhanced Scheduling and Optimization. If complex work isn’t enabled,
you can create relationships between appointments, but scheduling operations aren’t supported. This step isn’t required for service
territories using Enhanced Scheduling and Optimization.
a. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
b. Click Scheduling > General Logic.
c. Under Complex Work, select Enable complex work.
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Salesforce Field Service Schedule Service Appointments for Field Service
d. If you want related service appointments to always be scheduled in the same scheduling operation, select Use all-or-none
scheduling for related appointments. This setting prevents two service appointments with a dependency between them
from being scheduled separately. It doesn’t apply to scheduling dependencies with three or more appointments.
5. Optionally, to control which fields are shown in the search results, modify the Service Appointments List Columns field set.
Create Complex Work
Model complicated realities with scheduling dependencies between appointments. Relate multiple
EDITIONS
service appointments so that scheduling and optimization can account for the dependencies. Each
appointment’s parent record must be a work order. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. On a service appointment’s detail page, find the Scheduling Dependencies section. Experience
2. From the lookup filter, select an appointment that relates to the appointment that you’re The Field Service core
viewing. Service appointments with a status that falls within one of the status features, managed
categories—Canceled, Complete, or Incomplete—aren’t shown. package, and mobile app
3. Select a dependency type: are available in Enterprise,
Unlimited, and Developer
Same Start The appointments must start at the same Editions.
time.
USER PERMISSIONS
Start After Finish The appointment in the First Appointment
field can’t start until the appointment in the To create scheduling
Second Appointment field is complete. dependencies:
• Edit on service
Start After Finish and Same Day The appointment in the First Appointment
appointments
field can’t start until the appointment in the
Second Appointment field is complete.
Schedule both appointments for the same
day.
Immediately Follow Schedule the appointments back-to-back on
the same day, and assign them to the same
service resource.
Note: For dependency types Start After Finish and Start After Finish and Same Day, you can also add a Same Resource
dependency.
4. Click Create Dependency.
5. To add another appointment to the dependency group, select two related appointments, one of which is in the dependency group.
Select the dependency type and click Create Dependency.
The service appointment is added to the dependency diagram and the list of appointments.
Example: Fix a Skylight
A customer reports a leaking skylight that has damaged a section of the ceiling. The support agent creates a work order to address
the problem and adds two service appointments: one to fix the skylight (SA-003), and one to repair the ceiling (SA-004). The
skylight must be fixed before the ceiling is repaired, so the agent creates a Start After Finish dependency between SA-004 and
SA-003. That way, scheduling processes can make sure the ceiling repair appointment starts after the skylight is repaired.
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Salesforce Field Service Schedule Service Appointments for Field Service
The agent wants the same person to do both assignments, so they select Assign appointments to the same service resource.
After the agent adds the dependency, it’s visible in a diagram and listed in the Scheduling Dependencies section.
But the technician can’t fix the skylight alone. They need the right glass for the skylight. A second appointment, “Deliver skylight
glass” (SA-005) must start at the same time as appointment SA-003 to fix the skylight. So the agent selects the two appointments
and chooses the Same Start dependency type. After the agent adds the dependencies, all three appointments are visible in the
diagram (1) and the two dependencies are listed in the Scheduling Dependencies section (2).
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Salesforce Field Service Schedule Service Appointments for Field Service
You can now schedule the appointments. Appointments with dependencies can be scheduled in the usual ways—scheduling
quick actions, the dispatcher console, and optimization—or by clicking Schedule Appointments in the Scheduling Dependencies
section.
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Considerations and Limitations for Complex Work
In Field Service, scheduling dependencies help you accurately model work that happens in stages,
EDITIONS
also called multistage work, and other sets of related appointments. Before you create service
appointment dependencies, review the considerations and limitations. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
When you set up appointments with scheduling dependencies, known as complex work, keep Experience
these considerations and limitations in mind.
The Field Service core
features, managed
General Considerations package, and mobile app
are available in Enterprise,
• If a set of dependent appointments spans multiple service territories, you must select all territories
Unlimited, and Developer
in the optimization request for the appointments to be scheduled.
Editions.
• To be considered for Same Resource dependencies when you’re not using Enhanced Scheduling
and Optimization, each service resource must have a single service territory membership. A
chain of appointments in complex work can’t span different service territory memberships.
• Pinned service appointments aren’t counted in services sent in an optimization request or the number of scheduled services.
• To view a service appointment’s related appointments from the Gantt, right-click the appointment and select Show related.
General Limitations
• Experience Cloud site dispatchers can access this feature only when using Enhanced Scheduling and Optimization.
• You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can
manually drag service appointments to capacity-based resources, but scheduling and optimization don’t schedule those appointments.
You can manually schedule the appointments.
• The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment is part of a scheduling
dependency, its scheduled end date isn’t calculated when the appointment is scheduled.
Complex Work for Service Territories Using Enhanced Scheduling and Optimization
• Scheduling and optimization processes use all-or-none logic to ensure that all appointments in a scheduling dependency are
scheduled.
• If one service appointment in a complex work chain is pinned but unscheduled, for example, if it’s canceled or waiting for parts, the
entire chain can’t be scheduled. Pinned and scheduled appointments within this chain remain scheduled.
• If you use the Same Resource dependency option, the assigned service resource must have a valid service territory membership in
each territory where the work occurs.
• Service appointments can overlap on the Gantt in these cases.
– If a dependent appointment is pinned, the scheduling logic looks for time on the Gantt to add the dependent appointments.
Because the pinned appointment isn’t flexible, it can cause overlaps, for example with travel times.
– If a dependent appointment is pinned and overlapping with an appointment, break, or travel time, complex work doesn’t try to
schedule the other appointments in the dependency group. The overlap remains.
• Enhanced Scheduling and Optimization supports up to five service appointments in a dependency group. You can create a dependency
group with more than five service appointments for dispatchers to manually schedule.
• When a service resource has primary and secondary service territory memberships within different time zones, the Same Day
dependency is calculated according to the primary service territory’s time zone. Therefore, the engine can schedule service
appointments with Same Day dependencies that span over midnight of the secondary service territory’s time zone.
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Salesforce Field Service Schedule Service Appointments for Field Service
• These fields associated with the Service Appointment object don’t apply to Enhanced Scheduling and Optimization.
– Time Dependency
– Same Resource
– Same Day
– Related Service
• If both Enhanced Scheduling and Optimization and the Sliding and Reshuffling option are enabled:
– When you try to schedule a complex work chain, other appointments can only slide to earlier or later in the day. They can't be
reshuffled or dropped.
– When you try to schedule a high-priority service appointment, scheduled complex work chains can’t be reshuffled or dropped,
even if they have a lower priority.
Complex Work for Service Territories Not Using Enhanced Scheduling and Optimization
• Service territories without Enhanced Scheduling and Optimization use all-or-none logic only when you select Use all-or-none
scheduling for related appointments.
• To be considered for Same Resource dependencies, each service resource must have a single service territory membership. A set of
dependent appointments can’t span different service territory memberships.
• You can create dependencies between more than two appointments, except for consecutive work. However, when you schedule
the appointments, dependencies are enforced for only two appointments at a time, even if you select Use all-or-none scheduling
for related appointments.
• For dependencies that include more than two service appointments, scheduling and optimization don’t guarantee that all the
dependent appointments are scheduled. For example, in a set of four dependent appointments, the first two appointments can be
scheduled but not the third or fourth.
• Scheduling operations (such as Get Candidates, Book Appointment, or the Schedule action) don’t necessarily consider all dependencies
in a set of appointments. If some appointments aren’t scheduled it can result in rule violations.
• If an appointment in a dependency group with three or more appointments is scheduled, when optimization runs it considers those
appointments as pinned. Optimization doesn’t schedule, reschedule, or unschedule those appointments.
• Complex work uses point-to-point predictive routing in optimization and uses the most optimistic street-level routing (SLR) travel
time in platform scheduling.
• These fields associated with the Service Appointment object are supported only when the Enable complex work setting is disabled.
When you’re using complex work, we recommend that you enable this setting and use the Appointment Dependencies object.
– Time Dependency
– Same Resource
– Same Day
– Related Service
Consecutive Work Considerations and Limitations
You can create consecutive work with the Immediately Follow dependency type. Keep in mind these considerations and limitations.
• Service territories using Enhanced Scheduling and Optimization can use the Immediately Follow dependency type to connect up
to five service appointments. In territories that don’t use Enhanced Scheduling and Optimization, you can create Immediately Follow
dependencies for only two service appointments. You receive an error after adding a third appointment with this dependency type.
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Salesforce Field Service Schedule Service Appointments for Field Service
• For service territories that don’t use Enhanced Scheduling and Optimization, scheduling and optimization doesn’t support predictive
travel, crews, resource efficiencies, reshuffle actions, fixed gaps, or multiday work with consecutive work appointments.
• Breaks aren’t supported, except for service territories that use Enhanced Scheduling and Optimization. In that case, scheduling can
insert a lunch break between consecutive appointments.
• If you reschedule consecutive appointments for service territories that don’t use Enhanced Scheduling and Optimization, the
scheduling logic doesn’t consider the second appointment’s original slot as an available slot.
• If the first appointment is scheduled successfully but not the second, scheduling and optimization doesn't unschedule the first
appointment. This limitation applies in service territories that don’t use Enhanced Scheduling and Optimization. In territories that
use Enhanced Scheduling and Optimization, scheduling is all-or-none, so all or none of the consecutive appointments are scheduled.
• When you schedule a service appointment with an Immediately Follow dependency for service territories that don’t use Enhanced
Scheduling and Optimization, the second service appointment’s properties are ignored except for Duration, Location, Scheduled
Start, and Scheduled End. Instead, optimization uses the properties of the first service appointment in the complex work chain.
• When you manually schedule (drag) a service appointment with an Immediately Follow dependency for service territories that don’t
use Enhanced Scheduling and Optimization, the second service appointment is automatically scheduled, such that the appointments
are back-to-back. When you unschedule a service appointment with an Immediately Follow dependency, the second service
appointment is automatically unscheduled. For service territories that use Enhanced Scheduling and Optimization, all complex work
is handled the same, regardless of the dependency type. When you manually schedule (drag) or unschedule a service appointment
that is part of a complex work chain, it doesn’t affect any of the other service appointments in the chain.
• When you’re using Enhanced Scheduling and Optimization and a chain has a consecutive work dependency together with a
dependency that requires additional resources, some candidates aren't always identified by the engine when you schedule service
appointments through scheduling, get candidates, or appointment booking operations.
SEE ALSO:
Complex Work in Field Service
Enable Multiday Field Service Appointments
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Salesforce Field Service Schedule Service Appointments for Field Service
Book and Schedule Appointments by Using Priorities
Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule
EDITIONS
important appointments over less urgent ones. When you’re using Enhanced Scheduling and
Optimization, and no time slot is available, appointments with lower or equal priorities can be Available in: both Salesforce
unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Classic (not available in all
Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments orgs) and Lightning
can overlap with higher-priority appointments. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
This topic covers:
package, and mobile app
• How Priorities Work on page 464 are available in Enterprise,
• Set Up Priorities on page 465 Unlimited, and Developer
Editions.
• Scheduling Prioritized Appointments When Using Enhanced Scheduling and Optimization on
page 466
• Scheduling Prioritized Appointments When Not Using Enhanced Scheduling and Optimization USER PERMISSIONS
on page 466
To set up scheduling
• Considerations When Scheduling Using Priorities on page 466 priorities and customize the
service appointment page:
• FSL Admin custom
How Priorities Work permission set
Field Service behavior differs depending on the optimization type you’re using and the features To schedule from the
you’ve enabled. dispatcher console: One of
these custom permission
ENABLED FEATURES RESULT EXCEPTIONS HOW IT WORKS sets:
• FSL Admin Permissions
With Enhanced • When scheduling A service appointment • Slide a service
• FSL Agent Permissions
Scheduling and appointments, the isn’t dropped if it: resource’s
Optimization: • FSL Dispatcher
appointments • Has a lower or appointments on Permissions
• Sliding and with lower or equal priority the Gantt.
Reshuffling on equal priorities can And • If there’s no
page 145 be dropped from availability,
• Schedule over the Gantt. • Is in a pinned reshuffle
lower priority • When status or is defined appointments to
appointment appointment as keep scheduled another day or to
booking is used, another resource.
you can be offered • If there’s still no
slots, that if availability, search
booked, can drop for lower-priority
lower-priority or or equal-priority
equal-priority appointments that
appointments can be dropped
from the Gantt. from the Gantt.
• If a solution wasn’t
found, the
appointment isn’t
scheduled and no
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Salesforce Field Service Schedule Service Appointments for Field Service
ENABLED FEATURES RESULT EXCEPTIONS HOW IT WORKS
changes are made to the
Gantt.
If an appointment can be
scheduled but the overall
schedule is of a lower quality,
based on your scheduling
policy’s objectives on page 152,
the appointment won’t be
scheduled.
Without Enhanced Scheduling When scheduling appointments If a service appointment has a Lower priority appointments are
and Optimization: or using get candidates, lower priority and is in a pinned ignored, leading to possible
Schedule over lower priority appointments with higher status, it isn’t dropped from the overlaps.
appointment priorities can be booked over Gantt and a higher-priority
appointments with lower appointment isn’t booked over
priorities, causing an overlap. it.
Set Up Priorities
If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Get Candidates, Book Appointments,
or Schedule. Identify what drives your priorities first. Then you’re ready to configure Field Service so that scheduling actions can prioritize
visits.
1. Specify a priority field.
a. From the App Launcher, find and select Field Service Admin.
b. Click the Field Service Settings tab.
c. Under Scheduling, click General Logic.
d. Under Scheduling Priority, select a priority field. You can select one or more fields on service appointments, work orders, and
work order line items.
e. Assign a fixed priority. For example, the managed package provides the Scheduling Priority field on parent work orders and work
order line items. By default, Scheduling Priority values are 1 to 4, where 1 is Critical and 4 is Low.
f. Create a dynamic priority field by using a custom formula field. For example, create a formula that sets appointment priorities
based on the difference between today’s date and the due date.
Scheduling and optimization looks at the service appointment priority field first. If that field isn’t defined or empty, the appointment’s
priority is derived from the field on the parent work order or work order line item.
2. Select a priority scale.
The default priority range is a 1 to 10 scale, where 1 is the highest priority and 10 is the lowest priority. The 1 to 10 scale works well
for most priority cases, but we recommend using the 1 to 100 scale, especially if your use case requires a broad range of values. Go
to
Field Service Settings > Scheduling > General Logic in the Field Service Admin app, and select the optional 1 to 100 scale.
Field Service supports only whole numbers such that decimal points are ignored when calculating priorities. For example, 3.94 is
considered as 3. Any number above the priority range is considered as lowest priority.
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Salesforce Field Service Schedule Service Appointments for Field Service
3. Customize the service appointment page layout, and add the Schedule over lower priority appointment field. If you aren’t using
Enhanced Scheduling and Optimization and you enable this option, scheduling actions can schedule service appointments at the
same time as lower-priority appointments that are already scheduled, creating an overlap. If a lower-priority service appointment is
in a pinned status, other appointments aren't scheduled over it, and there's no overlap. If you’re using Enhanced Scheduling and
Optimization, enable Reshuffling and Sliding. Low-priority appointments are dropped instead of overlaps occuring.
Scheduling Prioritized Appointments When Using Enhanced Scheduling and Optimization
1. Enable Sliding and Reshuffling on page 145.
2. Open the appointment and select Schedule over lower priority appointment.
3. Click Schedule, or Reschedule if the appointment is already scheduled, or if the appointment isn’t scheduled, click Book
Appointment.
4. If an appointment is dropped from the Gantt, schedule the appointment at a later time.
Scheduling Prioritized Appointments When Not Using Enhanced Scheduling and Optimization
1. Open the appointment and select Schedule over lower priority appointment.
2. Click Schedule or Get Candidates.
3. If a higher-priority appointments are scheduled over lower-priority appointments, use scheduling recipes or in-day optimization to
resolve overlaps.
Example: To schedule an urgent break-fix when the Gantt is full, create a work order and set its priority to 1. Open the related
service appointment, and click Schedule over lower priority appointment. Then, in the dispatcher console, select the critical
break-fix appointment from the appointment list and schedule the appointment. If scheduling succeeds, the lower-priority
appointment is dropped from the Gantt so that the higher-priority appointment can be scheduled (added to the Gantt).
Considerations When Scheduling Using Priorities
Before you use priorities to book or schedule appointments, review the considerations.
• If you’re using Enhanced Scheduling and Optimization, when scheduling considers slots for the appointment, it ignores the Schedule
over lower priority appointment field for already scheduled appointments. If you don’t want appointments to be dropped, use the
Keep Scheduled criteria. When you’re not using Enhanced Scheduling and Optimization, scheduled appointments that have Schedule
over lower priority appointment enabled, aren’t scheduled with an overlap even if they are a lower priority than the appointment
being scheduled.
• When you have many high-priority appointments to schedule, use In-Day or Global optimization. Optimization considers priority
fields and reschedules lower priority appointments if possible. Optimization doesn’t use the Schedule over lower priority appointment
field. See Optimize Field Service Appointments Using Priorities.
• If a service appointment with priority 2 has a 30-minute travel time and you can schedule 2 appointments with priority 32 and a
5-minute travel time (assuming all service appointments have a duration of 15 minutes), the engine prefers the two low-priority
appointments because their combined priority is higher. For an appointment to unschedule two or more appointments, it must
have a priority that is higher than the sum of all other appointment priorities. For example, one service appointment with priority 2
is equivalent to Enhanced Scheduling and Optimization priority 99, and two service appointments with priority 32 are equivalent
to priority 69 + 69 = 138. The engine sums the priority of the two service appointments, and because it’s higher than the priority of
the single high-priority service appointment, it schedules the two low-priority service appointments.
• If a higher-priority appointment overlaps with a lower-priority appointment, the appointment is ignored in travel calculations. This
means that travel time from the last appointment or home base and travel time to the next appointment or home base is calculated
using the location of the higher-priority appointment.
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Salesforce Field Service Schedule Service Appointments for Field Service
• If both Enhanced Scheduling and Optimization and the Sliding and Reshuffling are enabled:
– When you try to schedule a complex work chain, other appointments can slide only to earlier or later in the day. The appointments
can’t be reshuffled or dropped.
– When you try to schedule a multiday service appointment, it can slide only to earlier or later in the day. Multiday appointments
can’t be reshuffled or dropped.
– When you try to schedule a high-priority service appointment, scheduled complex work chains can’t be reshuffled or dropped,
even if they have a lower priority.
– When you try to schedule a high-priority service appointment, multiday service appointments can’t be reshuffled or dropped,
even if they have a lower priority.
SEE ALSO:
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Optimize Field Service Appointments Using Priorities
Manage Field Service Scheduling Overlaps
Schedule Emergency Appointments
In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a
EDITIONS
real-time map view. The Emergency Chatter action on a service appointment shows a map view
of your closest field resources so that you can dispatch work immediately. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Schedule an Emergency Appointment The Field Service core
• From any standard or custom object record, click the Emergency action in the Chatter feed. If features, managed
you don’t see the action, ask your admin to add it to the page layout. package, and mobile app
are available in Enterprise,
• Select a work type, address, and service territory, and click Emergency Dispatch to generate
Unlimited, and Developer
a list of available service resources and display a map of your team. Click a resource on the map
Editions.
to see:
– Their route to the emergency service and ETA.
– The data (breadcrumb) that their location is based on. The Last known location validity field in the emergency booking settings
controls the location logic.
– A Dispatch button, which assigns the appointment to them.
• If you’re having trouble finding a candidate, select a different scheduling policy directly on the map or modify your emergency
booking settings.
• If you want a candidate to complete their current appointment before heading to the emergency appointment, change the dispatcher
setting on the map from “as soon as possible” to “after current Service Appointment”. Changing this setting updates the candidates’
ETA.
Note:
• Click Candidates to view a list of all candidates organized by ETA. Hover over a resource name in the list to see options to
dispatch them or view them on the map.
• Quickly spot emergency appointments in the Gantt by looking for the lightning icon.
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Salesforce Field Service Schedule Service Appointments for Field Service
Customize Emergency Booking Settings
From the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings. Then, click Global Actions >
Emergency Wizard.
Setting Name Description
Emergency scheduling policy The default policy that is used to find resources to assign to an
emergency appointment. We recommend using an Easy policy
with softer rules to ensure that more candidates are returned.
Last known location validity The number of minutes after which a data breadcrumb—like
resource location or geolocation—is no longer valid. For example,
if the breadcrumb validity is 20 minutes and the Last Known
Location of resource X was last updated 30 minutes prior, the
emergency dispatcher calculates the resource’s ETA based on the
location of the last appointment they completed, or (if no
appointments were completed that day) their home base. The
home base is the resource’s service territory member address, or
if not applicable, their service territory address.
Ideal availability grade The grading of candidates, which is color-coded. In the
Good availability grade breadcrumbs example:
• Resources who can reach the appointment in less than 30
minutes are ideal candidates.
• Resource who can reach the appointment between 30 and 60
minutes are good candidates.
• Resources who can reach the appointment after 60 minutes
are bad candidates.
Emergency search timeframe The amount of time you have to resolve the emergency, not
counting the appointment duration. The Earliest Start
Permitted on the appointment is set to the current time, and
the Due Date is the current time + appointment duration +
Emergency Search Timeframe.
For example, if an appointment requires 1 hour of work and the
Emergency Search Timeframe is 360 minutes (6 hours), the
emergency wizard shows only resources who can travel to and
complete the task in the next 7 hours.
Allow Chatter post In an emergency appointment dispatch, the dispatcher is shown
the option to make a custom Chatter post or not post at all. If this
option isn’t selected, no Chatter post is made.
Emergency Chatter Post Destination Choose whether the Chatter post notifying the assigned resource
about the appointment is added to the appointment’s feed or its
parent record’s feed.
Pin After Dispatch Pin the appointment after it is dispatched.
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Salesforce Field Service Schedule Service Appointments for Field Service
Considerations and Limitations
Review these limitations and considerations.
• Emergency Dispatch uses the service resource’s Last Known Location to calculate the appointment’s travel time as long as it is within
the Last known location validity time frame. Travel time to the appointment is calculated using Real-Time Travel (provided by Google)
and the schedule is based on this travel time. After you dispatch an appointment the ETA is updated according to the last service
appointment location, or according to the resource’s home base (if no appointments are scheduled on that day before the Emergency
appointment). Travel time is calculated using the travel time calculation preferences set in the Routing section of Field Service
Settings (aerial, SLR, predictive travel, or point-to-point predictive routing).
• Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched
status category.
• The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service appointments
with a scheduling dependency.
• The emergency wizard shows a maximum of 25 candidates.
SEE ALSO:
Customize Field Service Appointment Chatter Settings
Service Appointment Fields for Field Service
Schedule Appointments Without Travel
Optimize your mobile workers’ schedules for increased productivity by marking service appointments
EDITIONS
as offsite when jobs can be done remotely, even if an address is specified. For example, remote
technical assistance, filling out reports, or renewing health and safety certifications can be done Available in: both Salesforce
from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite Classic (not available in all
or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization orgs) and Lightning
must be enabled. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
1. In Setup, go to Field Service Settings and make sure that Field Service Enhanced Scheduling
package, and mobile app
and Optimization is enabled.
are available in Enterprise,
2. To mark an appointment as offsite, select Offsite Appointment on the service appointment Unlimited, and Developer
record. For orgs created in Spring '23 and earlier you must add the Offsite Appointment field Editions.
to the Service Appointment page layout.
Note: USER PERMISSIONS
• If the Service Resource Availability work rule is configured with Travel From Home or To mark an appointment as
Travel To Home at the expense of work time, and the last appointment of the day is offsite:
an offsite appointment, scheduling an appointment at any time of the day results in • Edit on service
a resource availability rule violation. This rule violation occurs because the appointment
appointment's travel time is calculated after the offsite appointment. AND
• If there's no address on the service appointment or resource absence, or if the service Edit on the Offsite
appointment is marked as offsite, the travel time is updated based on the last known Appointment field
location. If the resource absence overlaps with the shift end,optimization uses the
resource's home base location to calculate the travel time.
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Salesforce Field Service Schedule Service Appointments for Field Service
Example: Before you send out a technician to a remote location, you try to resolve the customer’s issue by remote troubleshooting.
Mark the appointment as offsite before booking the appointment so that no travel time is calculated for that appointment.
The service resource map view shows the two appointments on the right side of the map marked as offsite, as no travel is calculated
to and from these appointments.
Do you want the technician to perform administrative tasks at the end of the day? Before scheduling the appointment, mark the
appointment as offsite.
To highlight the offsite appointments, consider using an icon by populating the Gantt Icon field on the appointment with a URL
pointing to an image. If an offsite appointment is the last appointment of the day, travel to the homebase is calculated.
SEE ALSO:
Service Appointment Fields for Field Service
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Salesforce Field Service Unschedule Field Service Appointments
Update a Field Service Appointment’s Status
You can schedule or unschedule an appointment by updating its status. An appointment’s status
EDITIONS
can be updated from several places in Salesforce.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
From the Gantt Experience
In the Gantt, select one or more appointments whose status you want to change. To select multiple The Field Service core
appointments, hold down Command or Control while clicking the appointments. Then, right-click features, managed
your selection, hover over Change status, and select a new status. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
From a Service Appointment Record Editions.
Open a service appointment record or click Details on an appointment from the Gantt. From here,
you can change the status in two ways:
• From the Feed tab, click the Change Status Chatter action and select a status. Only status values that are permitted in your service
appointment life cycle settings are shown.
• Manually update the appointment’s Status field. All status values are shown, but the status change works only if it follows your
service appointment life cycle settings.
From a Scheduled Job
The Auto Dispatch scheduled job allows the automatic dispatch of assigned appointments. It changes the status of the chosen
appointments from Scheduled to Dispatched.
To modify this job, from the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings. Then,
click Dispatch > Scheduled Jobs.
SEE ALSO:
Service Appointment Fields for Field Service
Auto-Dispatch Service Resources
Unschedule Field Service Appointments
Unschedule service appointments from the dispatcher console or a service appointment record.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
When a service appointment is unscheduled, it’s removed from the Gantt and its assigned resources Classic (not available in all
are removed. Status transitions are ignored when you delete an assigned resource or unschedule orgs) and Lightning
service appointments from the Gantt. You can unschedule an appointment in the following ways. Experience
• Delete the service appointment. The Field Service core
• Delete the assigned resource record. features, managed
• From a service appointment details page, edit the Status field to the value shown for New package, and mobile app
are available in Enterprise,
Service Appointment in the managed package Field Service Settings > Service
Unlimited, and Developer
Appointment > Service Appointment Life Cycle > SA Status.
Editions.
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Salesforce Field Service Reschedule Service Appointments in Field Service
• In the dispatcher console appointment list, select one or more appointments. In the mass actions menu, select Unschedule.
• In the Gantt, right-click an appointment and select Unschedule. To select multiple appointments, hold down Control or Command
while clicking appointments. Unscheduling an appointment from the Gantt is the same as deleting the assigned resource record.
• From a service appointment details page, update the Status field to None.
Note: Deleting the assigned resource record associated with a service appointment, or unscheduling a service appointment from
the Gantt causes the service appointment status to switch to the None default value shown for New Service Appointment in the
managed package Field Service Settings > Service Appointment > Service Appointment Life Cycle > SA Status.
SEE ALSO:
Schedule Service Appointments for Field Service
Fix Field Service Scheduling Overlaps
Reschedule Service Appointments in Field Service
Reschedule service appointments manually or let Field Service do it for you. Review the use cases
EDITIONS
to gain a better understanding of how the tools differ and which tool best suits your needs.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
You can reschedule a service appointment manually. orgs) and Lightning
• Drag it to a free time slot on the Gantt. Experience
• Select arrival windows by using Book Appointment. The Field Service core
• Select appointment scheduling options, organized by service resource by using Get Candidates. features, managed
package, and mobile app
You can let Field Service reschedule appointments for you. are available in Enterprise,
• Move appointments around while prioritizing higher-priority appointments by using Reshuffle. Unlimited, and Developer
Editions.
• Click Reschedule in the appointment list mini view. Appointments are rescheduled according
to the selected scheduling policy.
• Reschedule multiple appointments (Schedule on Mass) in the appointment list by clicking USER PERMISSIONS
Schedule. Appointments are rescheduled in order of priority.
To reschedule an
Use Cases appointment: One of these
custom permission sets:
Review which scheduling feature to use for each use case.
• FSL Admin Permissions
I WANT TO… WHAT STEPS DO I AVAILABLE FROM PERSONA • FSL Agent Permissions
TAKE? • FSL Dispatcher
Permissions
Choose a new arrival Book appointment Record feed Agent
window for a service
appointment and I
don’t mind which API
resource is assigned.
Review all the Get Candidates Record feed Agent
scheduling options
and choose the service Dispatcher Dispatcher
resource to assign Console API
without changing any
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Salesforce Field Service Reschedule Service Appointments in Field Service
I WANT TO… WHAT STEPS DO I TAKE? AVAILABLE FROM PERSONA
existing arrival windows.
Fit an appointment into a full Reshuffle Dispatcher Dispatcher
schedule, while making minimal
schedule changes. Console
API
I need to quickly find another Reschedule Dispatcher Dispatcher
time or service resource for my
appointment and I don’t need Console
to choose the window or
resource.
I have many service Schedule on Mass Dispatcher Dispatcher
appointments that I want to
schedule simultaneously, and I Console
don’t mind which time or
resource that is selected.
I want to manually reschedule a Drag Dispatcher Dispatcher
scheduled appointment to a
specific resource and time. Console
SEE ALSO:
Schedule Service Appointments for Field Service
Optimize a Single Field Service Resource’s Schedule
Optimize Today’s Field Service Schedule
What’s Available in ES&O
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Salesforce Field Service Reshuffle Service Appointments in Field Service
Reshuffle Service Appointments in Field Service
Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher
EDITIONS
priority appointments over appointments with a lower priority. Service appointments can move to
a time slot within the same shift, to a different shift, or even to a different resource. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Note: When Enhanced Scheduling and Optimization is enabled, and reshuffling is defined, Experience
the reshuffling is done automatically when scheduling from the dispatcher console on page The Field Service core
452 or booking an appointment from the record feed on page 446. features, managed
Use Reshuffle to schedule or reschedule critical appointments even when the Gantt seems to be package, and mobile app
full. Appointments can move to another day or to another resource. Higher priority appointments are available in Enterprise,
take priority over lower priority appointments. In addition, if Schedule over lower priority Unlimited, and Developer
appointment is selected for an appointment, a higher priority appointment can be scheduled on Editions.
top of a lower priority appointment, creating an overlap.
1. To open the dispatcher console, from the App Launcher, find and open the Field Service app, USER PERMISSIONS
and then click Field Service.
To reschedule an
2. Find the appointment in the appointment list (or on the Gantt, if it’s already scheduled). appointment: One of these
3. Right-click the appointment and select Reshuffle. This action can reschedule lower priority custom permission sets:
appointments and reschedule higher priority appointments (though not past their due date) • FSL Admin Permissions
and can cause overlaps in the schedule. • FSL Agent Permissions
• FSL Dispatcher
Permissions
SEE ALSO:
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Book and Schedule Appointments by Using Priorities
Reschedule Service Appointments in Field Service
Schedule Service Appointments for Field Service
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Salesforce Field Service Manage Field Service Scheduling Overlaps
Manage Field Service Scheduling Overlaps
To fix scheduling overlaps in Field Service, where one appointment overlaps with another
EDITIONS
appointment or an absence, use any of several available methods.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Fix Overlaps Features When Using Enhanced Scheduling and Optimization Experience
If you’re using Enhanced Scheduling and Optimization, several fix overlaps features are available.
The Field Service core
Fix Overlaps Features When Not Using Enhanced Scheduling and Optimization features, managed
If you’re not using Enhanced Scheduling and Optimization, several fix overlaps features are package, and mobile app
available. are available in Enterprise,
Unlimited, and Developer
Use Cases Editions.
Review which feature to use for each use case and whether the feature is available with Enhanced
Scheduling and Optimization.
USER PERMISSIONS
Fix Overlaps Features When Using Enhanced Scheduling and To fix overlaps from the
Dispatcher Console:
Optimization • Fix Overlaps
If you’re using Enhanced Scheduling and Optimization, several fix overlaps features are available.
• Fix Schedule Overlaps Flow (Beta): Using Salesforce Flow, you can initiate a Resource Schedule Optimization request when an overlap
is detected, based on event-driven criteria. The flow identifies and resolves overlaps that occur when a mobile worker finishes an
appointment late on the day of service. If service appointments can't be scheduled due to a lack of availability, higher priority work
and other objectives in the scheduling policy determine which service appointments to schedule and which to drop.
• Resource Schedule Optimization: Dispatchers can use this feature to reschedule appointments that overlap with other appointments
or absences, for one service resource’s schedule, on any given date. This feature can schedule additional relevant work and attempt
to further optimize a resource’s schedule in addition to fixing overlaps. If service appointments can't be scheduled due to a lack of
availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule
and which to drop.
• In-Day Optimization and Global Optimization: When running global optimization or in-day optimization, overlaps are fixed regardless
of the status of the Fix Overlaps setting in the scheduling policy. Optimization always attempts to fix overlaps unless service
appointments are pinned. If service appointments can't be scheduled due to a lack of availability, higher priority work and other
objectives in the scheduling policy determine which service appointments to schedule and which to drop.
Fix Overlaps Features When Not Using Enhanced Scheduling and Optimization
If you’re not using Enhanced Scheduling and Optimization, several fix overlaps features are available.
• Scheduling recipes: This feature provides several configurable, event-driven automations to trigger a Resource Schedule Optimization
request. For example, you can create a scheduling recipe that triggers a Resource Schedule Optimization request when an appointment
ends late and causes an overlap with another appointment. If service appointments can't be scheduled due to a lack of availability,
higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which
to drop.
• Fix overlaps in the Gantt: Dispatchers can use this feature to reschedule appointments that overlap with other appointments or
absences, for one service resource’s schedule. Overlapping appointments are rescheduled according to your configured settings.
For example, choose whether unscheduled appointments are rescheduled in order of priority or keep the original schedule’s order.
If Field Service can’t find a valid schedule for an appointment, you can define whether to put the appointment in jeopardy, unschedule
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Salesforce Field Service Manage Field Service Scheduling Overlaps
it, or reshuffle other assignments. This feature doesn’t schedule any additional work or optimize a resource’s schedule. Fixing overlaps
in the Gantt isn’t available when scheduling recipes are used.
• Fix Overlaps in scheduling policies: If you select Fix Overlaps in a scheduling policy, service appointment overlaps are addressed
during in-day or global optimization. Scheduling policies reschedule and fix service appointment overlaps for all resources in the
optimized territories. Service appointments that overlap with resource absences are ignored. If service appointments can't be
scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service
appointments to schedule and which to drop.
• Resource Schedule Optimization: Dispatchers can use this feature to reschedule appointments that overlap with other appointments
or absences, for one service resource’s schedule, on any given day. This feature considers the service appointment’s priority value,
and it can also schedule additional relevant work and attempt to further optimize a resource’s schedule in addition to fixing overlaps.
If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling
policy determine which service appointments to schedule and which to drop.
Use Cases
Review which feature to use for each use case and whether the feature is available with Enhanced Scheduling and Optimization.
I WANT TO… WHAT STEPS DO AVAILABLE WHEN AVAILABLE WHEN PERSONA
I TAKE? USING NOT USING
ENHANCED ENHANCED
SCHEDULING SCHEDULING
AND AND
OPTIMIZATION OPTIMIZATION
Manually fix overlapping appointments Fix Overlaps from the Dispatcher
directly from the Gantt, causing a minimum Dispatcher Console
amount of changes to the schedule
Reschedule appointments that overlap with Resource Schedule Dispatcher
other appointments or absences, for one Optimization
service resource’s schedule.
Automatically detect and fix scheduling Fix Schedule Admin
overlaps on the Gantt. Overlaps flow (Beta)
Fix Overlaps Admin
Automatically
Scheduling Recipes Admin
Fix overlaps while optimizing the schedule. Overlaps are always Admin
fixed when using
enhanced
optimization (Global,
In-day or Resource
Scheduling
Optimization).
If you aren’t using
enhanced
optimization, use the
Fix Overlaps option
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Salesforce Field Service Fix Field Service Scheduling Overlaps
I WANT TO… WHAT STEPS DO AVAILABLE WHEN AVAILABLE WHEN PERSONA
I TAKE? USING NOT USING
ENHANCED ENHANCED
SCHEDULING SCHEDULING
AND AND
OPTIMIZATION OPTIMIZATION
in the scheduling
policy.
Resolve overlaps that occur when a mobile Fix Schedule Admin
worker finishes an appointment late. Overlaps flow (Beta)
Scheduling recipes
Resolve overlaps created by emergency Resource Schedule Admin
appointments. Optimization
Scheduling recipes
SEE ALSO:
Fix Field Service Scheduling Overlaps from the Dispatcher Console
Customize Fix Overlap Scheduling Settings
Optimize Your Field Service Schedule
Reschedule Service Appointments in Field Service
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Fix Field Service Scheduling Overlaps
Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other
EDITIONS
appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource
that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Available in: both Salesforce
Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling Classic (not available in all
and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
If a service appointment overlaps with other appointments or absences, you can use several features
features, managed
to fix the overlaps. See Manage Field Service Scheduling Overlaps.
package, and mobile app
are available in Enterprise,
Fix Overlaps Manually from the Dispatcher Console Unlimited, and Developer
Editions.
Fix overlaps from the dispatcher console by clicking Fix Overlaps in the menu beside the service
resource’s name in the Gantt
USER PERMISSIONS
Fix Overlaps Automatically To fix overlaps from the
Dispatcher Console:
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field • Fix Overlaps
Service Settings tab. Then, click Scheduling > Dynamic Gantt.
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Salesforce Field Service Customize Fix Overlap Scheduling Settings
2. Under Fix Overlaps, enable Automatically fix overlaps when an appointment overlaps with another appointment or
absence.
Considerations
• Fix Overlaps respects the original order of scheduled appointments. The earliest appointment remains the earliest and the last
remains last.
• Fix Overlaps reschedules appointments only within the given day. If the operation progresses to use the Reshuffle action, appointments
can be rescheduled to another day.
• Fix Overlaps considers only service appointments in the Scheduled or Dispatched Status Category, except for the service
appointment that you move causing the overlap, which can have any status.
• Fix Overlaps doesn't run on past service appointments.
• Fix Overlaps isn’t supported for capacity-based resources.
• When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service appointment
lifecycle.
• When a service appointment is scheduled by Fix Overlaps, the appointment’s Schedule Mode is set to Automatic.
• Automated Scheduling (scheduling recipes) gives an optimized solution for Fix Overlaps scenarios. It allows you to run Resource
Schedule Optimization for the day of overlap and fill in new appointments when appointments finish sooner than planned.
• Fix Overlaps doesn't reschedule or unschedule service appointments in pinned statuses (as configured for scheduling) or service
appointments marked as pinned. If all of the overlapping service appointments have a pinned status, or their Pinned field is selected,
then Fix Overlaps isn't triggered.
SEE ALSO:
Manage Field Service Optimization
Reschedule Service Appointments in Field Service
Manage Field Service Scheduling Overlaps
Customize Fix Overlap Scheduling Settings
Customize Fix Overlap Scheduling Settings
Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled
EDITIONS
appointments are assigned and the order in which to reschedule unscheduled appointments. You
can also define what steps to take if a valid schedule isn’t found. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
Service Settings tab. Then, click Scheduling > Dynamic Gantt.
The Field Service core
2. Under Fix Overlaps, configure the following settings. features, managed
package, and mobile app
Setting Description are available in Enterprise,
Unlimited, and Developer
When attempting to fix overlaps • Schedule to original resource only: Editions.
Assign rescheduled appointments only to
the original assigned resource.
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Salesforce Field Service Customize Fix Overlap Scheduling Settings
Setting Description
• Schedule to all resources: Consider all qualified service
resources when rescheduling appointments.
After unscheduling services reschedule them by Choose whether unscheduled appointments are rescheduled in
order of priority or in the original schedule’s order.
When unable to find a valid schedule for an appointment • Leave on Gantt and set In-jeopardy: If an
appointment can’t be rescheduled without breaking work
rules, leave the appointment in its original time slot with an In
Jeopardy flag.
• Unschedule the appointment(s): If an
appointment can’t be rescheduled without breaking work
rules, unschedule the appointment and remove it from the
Gantt.
• Reshuffle other assignments: If an appointment
can’t be rescheduled without breaking work rules, use the
Reshuffle action. This action reschedules appointments to favor
high-priority appointments. To learn more, see Reshuffling
Service Appointments in Field Service. If the Fix Overlaps feature
is in use, the Reshuffle other assignments option
is only partially supported for the setting: When unable to
find a valid schedule for an appointment. If more than one
appointment is dropped from the schedule during a Fix
Overlaps operation, only one of the appointments is reshuffled.
SEE ALSO:
Fix Field Service Scheduling Overlaps from the Dispatcher Console
Manage Field Service Scheduling Overlaps
Optimize Today’s Field Service Schedule
Reschedule Service Appointments in Field Service
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Salesforce Field Service Group Nearby Field Service Appointments
Group Nearby Field Service Appointments
One way to minimize travel time or gaps between appointments in Field Service is to use the Group
EDITIONS
Nearby Appointments action on a service appointment. This feature unschedules appointments
scheduled for later that day and replaces them with appointments that are close in location to the Available in: both Salesforce
source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Classic (not available in all
Scheduling and Optimization. orgs) and Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
Enhanced Scheduling and Optimization uses newer and more powerful features, including, Resource
features, managed
Schedule Optimization, In-Day Optimization, and Appointment Bundler.
package, and mobile app
are available in Enterprise,
Customize Appointment Grouping Settings Unlimited, and Developer
Editions.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab. Then, click Scheduling > Dynamic Gantt.
2. Under Group Nearby Appointments, configure the following settings.
Setting Description
Service Appointment candidate Boolean field Select any standard or custom checkbox field, including formula
fields. This field must be selected (set to True) for an appointment
to be a candidate in appointment grouping.
Work Order candidate Boolean field Select any standard or custom checkbox field, including formula
fields. If a service appointment’s parent record is a work order, this
field must be selected (set to True) for the appointment to be a
candidate in appointment grouping.
Work Order Line Item candidate Boolean field Select any standard or custom checkbox field, including formula
fields. If a service appointment’s parent record is a work order line
item, this field must be selected (set to True) for the appointment
to be a candidate in appointment grouping.
Max appointments to schedule When searching for nearby appointments, the scheduling engine
ends its search after finding this many candidate appointments.
The maximum is 50 appointments.
Max runtime (seconds) The scheduling engine spends this many seconds searching for
nearby service appointments. The maximum is 60 seconds. The
search ends after either the max runtime or max appointments to
schedule is reached.
When attempting to schedule the unscheduled service after the • Schedule to original resource only: Assign rescheduled
nearby services appointments only to the original assigned resource.
• Schedule to all resources: Consider all qualified service
resources when rescheduling appointments.
When unable to arrange schedule • Leave on Gantt and set In-jeopardy: If an
appointment can’t be rescheduled without breaking work
480
Salesforce Field Service Group Nearby Field Service Appointments
Setting Description
rules, leave the appointment in its original time slot with an In
Jeopardy flag.
• Unschedule the appointment(s): If an
appointment can’t be rescheduled without breaking work
rules, unschedule the appointment and remove it from the
Gantt.
• Reshuffle other assignments: If an appointment
can’t be rescheduled without breaking work rules, use the
Reshuffle action. This action reschedules appointments to favor
high-priority appointments. To learn more, see Reschedule
Service Appointments in Field Service.
Radius for nearby appointments The radius around the originating service appointment, which
determines the number of appointments affected by Group Nearby
Appointments. The distance unit—kilometers or miles—is set on
the Routing tab in the Scheduling section of Field Service Settings.
After customizing your appointment grouping settings, right-click an appointment on the Gantt and select Group Nearby.
Considerations
• In order to run Group Nearby Appointments successfully, service appointments must have the same address as their parent work
order.
• Group Nearby Appointments uses the parent work orders' latitude and longitude values.
• In Group Nearby Appointments, only unscheduled service appointments can be candidates.
• Group Nearby Appointments only schedules appointments within the given day, which is the first day on the Gantt.
• By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that
all service appointments are considered as candidates when grouping appointments.
• When a service appointment is scheduled by Group Nearby Appointments, the appointment’s Schedule Mode is set to
Automatic.
SEE ALSO:
Manage Field Service Optimization
Reschedule Service Appointments in Field Service
Set Up Field Service Appointment Bundling
Manage Service Appointment Bundling in the Field Service Dispatcher Console
Optimize Today’s Field Service Schedule
Optimize a Single Field Service Resource’s Schedule
481
Salesforce Field Service Fill Schedule Gaps in Field Service
Fill Schedule Gaps in Field Service
Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the
EDITIONS
Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds
the optimal schedule. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Note: When you’re using Enhanced Scheduling and Optimization, the Fill-In Schedule feature Experience
isn’t available. However, newer and more powerful features are available. These features The Field Service core
include Sliding, Resource Schedule Optimization (RSO), and In-Day Optimization. features, managed
package, and mobile app
are available in Enterprise,
Customize Fill-In Schedule Settings Unlimited, and Developer
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Editions.
Service Settings tab. Then, click Scheduling > Dynamic Gantt.
2. Under Fill-In Schedule, configure the following settings.
Setting Description
Service Appointment Candidate Boolean field Select any standard or custom checkbox field, including formula
fields. This field must be selected (set to True) for an appointment
to be a candidate in fill-in scheduling.
Work Order Candidate Boolean field Select any standard or custom checkbox field, including formula
fields. If a service appointment’s parent record is a work order, this
field must be selected (set to True) for the appointment to be a
candidate in fill-in scheduling.
Work Order Line Item Candidate Boolean field Select any standard or custom checkbox field, including formula
fields. If a service appointment’s parent record is a work order line
item, this field must be selected (set to True) for the appointment
to be a candidate in fill-in scheduling.
Order candidate appointments by • Priority: Sort candidates based on their priority field, which is
set in Scheduling > General Logic . Distance is a secondary
consideration.
• Distance: Sort candidates based on their proximity to the
previous appointment, or if it’s the first appointment of the
day, on their proximity to the mobile worker’s home base. After
an appointment is scheduled, its location is used to calculate
distance. Priority is a secondary consideration.
Max appointments to schedule When searching for nearby appointments, the scheduling engine
ends its search after finding this many candidate appointments.
The maximum is 50 appointments.
Max runtime (seconds) The scheduling engine spends this many seconds searching for
nearby service appointments. The maximum is 60 seconds. The
search ends after either the max runtime or max appointments to
schedule be reached.
482
Salesforce Field Service Customize Field Service Appointment Chatter Settings
Considerations
• Fill-In Schedule only schedules appointments for the given day, which is the first day shown on the Gantt.
• By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that
all service appointments are considered as candidates when filling in a schedule.
You might want to limit which appointments are considered as candidates. For example, perhaps repair appointments require a
phone booking before a mobile worker is sent to the site. To limit candidate appointments, try one of the following approaches.
– Using Process Builder or an Apex trigger, set the value of the Is Fill In Candidate field to False if specified criteria aren’t met.
– Create a checkbox formula field that evaluates whether a record is a candidate. Then, change the three settings that control
which fields are evaluated when searching for candidates so that your custom field is considered instead of Is Fill In Candidate.
• If candidate appointments are sorted by distance, appointments without a geolocation are sorted last.
• Only unscheduled appointments or appointments that are scheduled on a future date are considered as candidates.
• When a service appointment is scheduled by Fill-In Schedule, the appointment’s Schedule Mode is set to Automatic.
SEE ALSO:
Manage Field Service Optimization
Reschedule Service Appointments in Field Service
Enable Service Appointment Sliding
Optimize Today’s Field Service Schedule
Optimize a Single Field Service Resource’s Schedule
Customize Field Service Appointment Chatter Settings
In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts
EDITIONS
are shared on service appointments or on service appointment parent records.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The Field Service mobile app’s Feed tab is supported for work orders and work order line items, but orgs) and Lightning
not for service appointments. This means that app users can’t see posts on a service appointment’s Experience
feed unless they know to navigate to the appointment from its associated work order. Posting
The Field Service core
Chatter posts to the parent record’s feed boosts their visibility for mobile app users.
features, managed
package, and mobile app
Customize Dispatch Chatter Settings are available in Enterprise,
Unlimited, and Developer
When an appointment’s status changes to Dispatched, the assigned resource is notified in a Chatter Editions.
post. Control where these messages are posted.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab.
2. Click Dispatch > Scheduled Jobs.
3. In the Dispatch Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
4. Save your changes.
483
Salesforce Field Service Dispatch Field Service Appointments
Customize Emergency Chatter Settings
When a service resource is assigned to an emergency service appointment, they're notified in a Chatter post. Control where these
messages are posted.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Global Actions > Emergency Wizard.
3. In the Emergency Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
4. Save your changes.
Customize Gantt Chatter Settings
A dispatcher can write a Chatter message for a service appointment from the Gantt by selecting Chatter > Custom message in the
appointment’s action menu. Control where these messages are posted.
Note: To access Chatter from the Gantt, feed tracking must be enabled for the Service Appointment object. See Customize Chatter
Feed Tracking.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Dispatcher Console UI.
3. In the Gantt Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
4. Save your changes.
Note: To turn on in-app notifications for mobile app and Lightning Experience users, see Enable Field Service.
SEE ALSO:
Chatter in the Field Service Mobile App
Schedule Emergency Appointments
Dispatch Field Service Appointments
Dispatch scheduled service appointments to your mobile workers. You can dispatch appointments
EDITIONS
from the console, or set up jobs that automatically dispatch or drip feed the next appointments.
Available in: both Salesforce
Auto-Dispatch Service Resources Classic (not available in all
Set up scheduled jobs that dispatch your resources auto-magically in Field Service. orgs) and Lightning
Experience
Drip Feed Field Service Appointments
Dispatch appointments to your mobile workers at a steady pace. When your schedule changes The Field Service core
frequently, drip feed helps to prevent confusion because it waits to dispatch another features, managed
appointment until the current one is complete. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
484
Salesforce Field Service Dispatch Field Service Appointments
Auto-Dispatch Service Resources
Set up scheduled jobs that dispatch your resources auto-magically in Field Service.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Classic (not available in all
Service Settings tab. orgs) and Lightning
2. Click Dispatch. Experience
3. Optionally, click Drip Feed and set up drip feed dispatching. Drip feed waits and dispatches The Field Service core
another appointment after the current appointment is complete. features, managed
package, and mobile app
4. Click Scheduled Jobs.
are available in Enterprise,
a. Select the option to mention assigned resources when they’re dispatched for an Unlimited, and Developer
appointment. This option isn't supported when dispatching a service appointment using Editions.
an automated process user.
b. Select the Chatter feed where the mention should appear. USER PERMISSIONS
c. Edit the provided Auto Dispatch job, or create one.
To set up a job for
d. Select territories that the job should use in dispatching service resources to appointments. dispatching:One of these
The job dispatches resources based on service territory memberships, not territories of custom permission sets:
service appointments. A job considers primary and relocation service territory memberships. • FSL Admin Permissions
e. Create a schedule when the job runs. • FSL Dispatcher
Permissions
f. Set filter criteria that selects which service appointments to consider.
g. Set a job horizon; that is, the number of days in advance to dispatch.
h. Enter a username that’s notified when the job runs.
Field Service replaces this username with the corresponding user’s email.
i. Click Save.
5. Optionally, select the job and click Run now.
When the job runs, it changes the status of the dispatched appointments from Scheduled to Dispatched. If you customize statuses
for the service appointment lifecycle, the job changes status from the Service Appointment is tentatively
scheduled setting to the status for the Service appointment is sent to its resource setting.
Example: Create a job that runs daily at 6AM and dispatches resources in Los Angeles for appointments that are In Jeopardy.
The job dispatches resources with a primary or relocation service territory membership of Los Angeles for the selected In Jeopardy
appointments.
SEE ALSO:
Drip Feed Field Service Appointments
Customize the Field Service Appointment Life Cycle
485
Salesforce Field Service Dispatch Field Service Appointments
Drip Feed Field Service Appointments
Dispatch appointments to your mobile workers at a steady pace. When your schedule changes
EDITIONS
frequently, drip feed helps to prevent confusion because it waits to dispatch another appointment
until the current one is complete. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
Service Settings tab.
The Field Service core
2. Click Dispatch. features, managed
3. Click Drip Feed and turn on drip feed dispatching. package, and mobile app
are available in Enterprise,
Note: For drip feed dispatching, the service appointment can be in any status except Unlimited, and Developer
for Completed, Cannot Complete, or Canceled. And, the status must allow the transition Editions.
to the status set in Field Service Settings for the Service Appointment is sent to its resource
setting.
USER PERMISSIONS
4. Set the default number of appointments to drip feed.
To set up drip feed
Note: When you want a service territory to use a different drip feed rate, set the value dispatching: One of these
in a field on that territory. A drip feed setting on a service territory overrides the default custom permission sets:
value. • FSL Admin Permissions
For example, if the value is set to two, drip feed tries to maintain two appointments in each • FSL Dispatcher
Permissions
worker’s queue. When the first appointment completes, drip feed dispatches another. Drip feed
is triggered to dispatch another appointment only if a Dispatched or In-Progress appointment
in the queue is Canceled, Completed, or Cannot Complete.
5. Click Scheduled Jobs, and create a job that dispatches appointments using your drip feed settings.
All scheduled jobs respect drip feed settings and don’t dispatch more appointments if doing so exceeds the drip feed value. If you
disable drip feed, edit scheduled jobs so that dispatching works the way you want.
SEE ALSO:
Auto-Dispatch Service Resources
486
Salesforce Field Service Manage Service Appointment Bundling in the Field Service
Dispatcher Console
Manage Service Appointment Bundling in the Field Service Dispatcher
Console
Service appointment bundling lets you group multiple service appointments that make sense to
EDITIONS
be performed together and to define them as one unit, called a bundle. For example, you can
bundle several visits at the same customer location or utility meter readings—or package Available in: both Salesforce
deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the Classic (not available in all
component appointments, called bundle members, are scheduled, rescheduled, and executed orgs) and Lightning
together as one unit. Experience
Learn how to manage bundles from the dispatcher console or how to Set Up Automatic Bundling. The Field Service core
features, managed
Create a Field Service Bundle Manually package, and mobile app
Create a bundle manually in the Field Service Dispatcher Console. are available in Enterprise,
Unlimited, and Developer
Schedule a Field Service Bundle Editions.
After you bundle service appointments, then schedule the bundle appointment to a service
resource.
Add Members to a Field Service Bundle
After bundling appointments together, you can still add appointments as bundle members to a bundle from the Field Service
dispatcher console.
View or Modify a Field Service Bundle
To view, remove, or modify appointments that are members of a bundle appointment, access the details of a bundle from the
appointment list in the Field Service dispatcher console.
Unbundle a Field Service Appointment Bundle
After bundling appointments together, you can unbundle the appointments so that each appointment can be scheduled separately.
Create a Field Service Bundle Manually
Create a bundle manually in the Field Service Dispatcher Console.
EDITIONS
1. In the appointment list, select up to 200 service appointments that you want to bundle together.
Make sure to select only service appointments that aren’t already in a bundle. Available in: both Salesforce
The service appointments must be on the same day, can’t have any scheduling dependencies Classic (not available in all
and can’t be pinned. See Appointment Bundling Limitations. orgs) and Lightning
Experience
Note: To verify that you’re selecting only service appointments that aren’t in a bundle,
The Field Service core
apply the Exclude Bundle Members filter.
features, managed
2. From the global actions list, select Bundle. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
487
Salesforce Field Service Create a Field Service Bundle Manually
3. In the Bundle Appointments window, select Create bundle and select a bundle policy.
4. Save the bundle. The bundle is created only if all the service appointments comply with the configuration settings. If you receive an
error for any service appointment, remove it or change its details and try again.
5. To make the bundle eligible for multiday scheduling, select IsMultiday in the bundle service appointment.
When a bundle is created:
• Appointment list—The new bundle service appointment appears in the appointment list.
Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the
Gantt.
Indicates that the appointment is a bundle member service appointment.
• Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle
is scheduled on the Gantt. If not, the bundle must be scheduled.
• Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service
appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are
sorted according to their due date in ascending order.
• Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service
appointment. This information can’t be edited.
488
Salesforce Field Service Schedule a Field Service Bundle
The Bundle Information fields can’t be selected to display in a list view. See Appointment Bundling Limitations
Schedule a Field Service Bundle
After you bundle service appointments, then schedule the bundle appointment to a service resource.
EDITIONS
You can schedule bundle appointments by using any standard scheduling method, such as
drag-and-drop scheduling from the dispatcher console Gantt, schedule actions, Get Candidates, Available in: both Salesforce
Appointment Booking, or optimization. You can’t schedule individual bundle member service Classic (not available in all
appointments. Instead, you schedule the bundle appointment itself. This is the job that gets orgs) and Lightning
scheduled to a resource, with the bundle member service appointments as related entities. Experience
Use the Exclude Bundle Members filter to view only bundle service appointments on the dispatcher The Field Service core
console Gantt. Filtering lets you focus on scheduling bundle appointments without being distracted features, managed
by bundle member appointments. package, and mobile app
are available in Enterprise,
Note: You can create custom filters according to your organization’s needs. If you want to Unlimited, and Developer
create custom filters related to bundles, ask your Salesforce admin to add the Bundle and Editions.
Bundle Member fields to the Field Sets on the Service Appointment object. You can then use
these fields in criteria for custom filter views with the dispatcher console.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
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Salesforce Field Service Add Members to a Field Service Bundle
Add Members to a Field Service Bundle
After bundling appointments together, you can still add appointments as bundle members to a
EDITIONS
bundle from the Field Service dispatcher console.
1. To go to the Field Service dispatcher console, click the Field Service tab. Available in: both Salesforce
Classic (not available in all
2. In the appointment list or on the Gantt, select one or more service appointments that you want
orgs) and Lightning
to add to a bundle.
Experience
The service appointments must be on the same day, can’t have any scheduling dependencies,
and can’t be pinned. See Appointment Bundling Limitations. The Field Service core
features, managed
3. From the global actions in the appointment list, select Bundle. Or, if you’re selecting package, and mobile app
appointments on the Gantt, right-click the appointments and select Bundle. are available in Enterprise,
4. In the Bundle Appointments window, select Add to existing bundle and then select a bundle. Unlimited, and Developer
Editions.
If the selected bundle is pinned, you can’t add bundle members to it.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
5. Save the bundle.
If the bundle service appointment and members are already scheduled, adding a bundle member unschedules the bundle. This is
because the backend bundling logic needs to consider new variables with the additional members, such as added duration, skill
requirements, or other factors. When you reschedule the bundle appointment, the backend logic recalculates the bundle service
appointment attributes based on configured bundle policies, aggregation policies, and more.
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Salesforce Field Service View or Modify a Field Service Bundle
View or Modify a Field Service Bundle
To view, remove, or modify appointments that are members of a bundle appointment, access the
EDITIONS
details of a bundle from the appointment list in the Field Service dispatcher console.
1. To go to the Field Service dispatcher console, click the Field Service tab. Available in: both Salesforce
Classic (not available in all
2. To identify bundle appointments on the Gantt, look for a package icon near the appointment
orgs) and Lightning
in the appointment list or on resource schedules.
Experience
3. From the appointment list or the Gantt, select a service appointment, and click Edit.
The Field Service core
4. Open the BUNDLE tab. features, managed
If this service appointment is a bundle appointment, the BUNDLE tab lists all the bundle member package, and mobile app
service appointments. are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
If this service appointment is a bundle member, the BUNDLE tab shows the details of the bundle service appointment and lists the
additional bundle member service appointments.
5. To change the details, click Edit.
You can only schedule a bundle service appointment, not a bundle member service appointment. Therefore, in the SERVICE
APPOINTMENT tab of a bundle member service appointment, you can’t edit the start and end times or change the status to Scheduled.
6. To remove a bundle member, click Remove, or select multiple bundle members and click Remove Members.
If the bundle is pinned, you can’t remove bundle members.
If you need to change bundle member service appointments, we recommend that you unbundle the Bundle appointment, edit the
service appointments that were bundle members, and then rebundle the appointments. Bundling again allows backend logic and
calculations to rerun so that the Bundle appointment is created with the correct duration and skill requirements, defined by appointment
bundle aggregations.
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Salesforce Field Service Unbundle a Field Service Appointment Bundle
Bundle members in the Canceled status and bundle members with scheduling dependencies are automatically removed from the
bundle. If you want the status of the removed bundle members to remain Canceled, in the Appointment Bundle Config, take both of
these actions:
• Bundle Statuses to Propagate—If the list is empty, leave it empty. If statuses are already in the list, add the Canceled status.
• Bundle Member Statuses not to be Propagated—Add the Canceled status to the list.
SEE ALSO:
Create an Appointment Bundle Config
Unbundle a Field Service Appointment Bundle
After bundling appointments together, you can unbundle the appointments so that each
EDITIONS
appointment can be scheduled separately.
1. To go to the Field Service dispatcher console, click the Field Service tab. Available in: both Salesforce
Classic (not available in all
2. In the appointment list or on the Gantt, select one or more bundle service appointments.
orgs) and Lightning
3. From the global actions, select Unbundle. Experience
Note: When a bundle appointment is scheduled or dispatched to a service resource, you The Field Service core
don't need to, and we don’t recommend that you unbundle the appointment for the service features, managed
resource to see or update status details or other information for each bundle member package, and mobile app
appointment. Instead, the service resource can manage bundled service appointments on are available in Enterprise,
the Field Service Mobile App. Unlimited, and Developer
Editions.
When you unbundle a bundle, all bundle member service appointments become regular
service appointments and can be scheduled individually.
You can’t unbundle pinned bundles. To unbundle a pinned bundle, first unpin it.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
Results of Unbundling a Bundle
When you unbundle a bundle, pay attention to the following behavior.
• The bundle service appointment is deleted.
• The bundle members appear as individual service appointments in the appointment list.
• If the bundle is scheduled, the bundle members remain on the Gantt as individual service appointments.
• If the bundle is scheduled and an appointment bundle sort policy of type Sort Within a Bundle is defined, the service appointments
are scheduled according to the policy. If a policy of this type isn’t defined, the service appointments are scheduled according to their
due date in ascending order.
• If the bundle is scheduled, and an appointment bundle aggregation duration downscale policy is defined, each service appointment
in the bundle gets its slot on the Gantt according to the following formula: (original bundle member duration ÷ original total duration
of all the bundle members) × duration of the bundle after the downscale.
For example:
1. Three 60-minute service appointments were bundled.
2. According to the appointment aggregation duration downscale policy used in the bundle policy chosen when you bundled
the appointments, the duration of the bundle members from the second bundle member was reduced by 10% to 54 minutes
each. We now have a bundle with a duration of 168 minutes. The downscaled duration is visible only in the bundle’s duration,
not in the bundle members’ duration.
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Salesforce Field Service Manage Your Field Service Inventory
3. The bundle was scheduled.
4. The bundle was unbundled.
5. The three service appointments remain on the Gantt at the scheduled time with 56 minutes each according to this calculation:
(60÷180) × 168 = 56.
Manage Your Field Service Inventory
Stay on top of the movement of inventory in your field service operation. Learn how to request and
EDITIONS
transfer products, track consumption, and process customer returns.
Available in: both Salesforce
Common Field Service Inventory Management Tasks Classic (not available in all
Learn how to perform everyday tasks in field service inventory management. orgs) and Lightning
Experience
Track Required Inventory in Field Service
If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an The Field Service core
electrician with a voltmeter! Add products required to work types, work orders, and work order features, managed
line items to ensure that the assigned service resource arrives with the right equipment. package, and mobile app
are available in Enterprise,
Request Inventory in Field Service Unlimited, and Developer
When your stock gets low or you need a part for a particular work order, create a product request. Editions.
Product requests can be associated with work orders, work order line items, cases, and accounts.
You can specify when and where the parts are needed, and divide the request into line items
that each represent a needed part.
Transfer Inventory in Field Service
To fulfill a product request, create a product transfer. Product transfers track the movement of inventory from one field service
location to another. The inventory numbers at your storage locations update automatically to reflect transfers.
Track Inventory Consumption in Field Service
Create products consumed to track the use or consumption of items from your inventory.
Track Inventory Shipments in Field Service
To track product items while they’re in transit between locations, create shipments. Shipments contain information about the
products on board, the shipping carrier, and the expected delivery date.
Track Customer Returns in Field Service
Create return orders to facilitate the return and repair of items that were sold to customers or supplied to field service workers.
SEE ALSO:
Set Up Your Field Service Inventory
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Salesforce Field Service Common Field Service Inventory Management Tasks
Common Field Service Inventory Management Tasks
Learn how to perform everyday tasks in field service inventory management.
EDITIONS
For more detailed step-by-step instructions, refer to the provided links.
Available in: both Salesforce
I Want To... How To Do It Example Classic (not available in all
orgs) and Lightning
Track the quantity Create a product item record To track the number of wheelbarrows Experience
of a particular associated with the product and the stored at Warehouse B, create a
product stored at location, and specify the quantity product item whose Location is The Field Service core
a particular stored there. Warehouse B and Product is features, managed
location Wheelbarrow. package, and mobile app
Helpful links: are available in Enterprise,
• Create Product Items to Represent Unlimited, and Developer
Inventory Editions.
Find out what’s in Look at the Product Items related list To find out what is stored in
a particular on the location record. Warehouse A, look at the Product
location’s Helpful links: Items related list on the Warehouse A
inventory location record.
• Create Inventory Locations for
Field Service
Find out the Look at the Product Items related list To learn the number of wheelbarrows
quantity of a on the product record. in your inventory and their locations,
particular part Helpful links: look at the Product Items related list
across all on the Wheelbarrow product record.
inventory • Create Product Items to Represent
locations Inventory
Review changes Look at the Product Item Transactions To review the use, transfer, and
to the stock of a related list on the product item. restock of extra-large bolts at
particular product Helpful links: Warehouse C, look at the Product Item
at a particular Transactions related list on the
location • Guidelines for Transferring product item whose Product is
Inventory Extra-Large Bolt and Location is
Warehouse C.
Specify that a Create a record in the Products To let the assigned technicians know
certain part is Required related list on the work that they need a forklift to complete
needed to order. work order #00046982, create a
complete a work Helpful links: product required for the Forklift
order product on the work order.
• Track Required Inventory in Field
Service
Request more Create a product request to indicate To request a restocking of 20 boxes of
parts from what’s needed. Create a product nails and 10 hammers for your service
another inventory request line item for each product vehicle, Van A, create a product
location when my requested. request for the Van A location. Include
stock gets low Helpful links:
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Salesforce Field Service Common Field Service Inventory Management Tasks
I Want To... How To Do It Example
• Request Inventory in Field Service one product request line item for the nails, and
another for the hammers.
Transfer parts between 1. Create a product transfer. Make sure to specify To transfer 25 tires from Warehouse A to Warehouse
inventory locations the quantity, source location, destination B, create a product transfer with these settings:
location, and source product item (which • Source Location: Warehouse A
represents the stock that the items are being • Source Product Item: Warehouse A Tires
transferred from).
• Destination Location: Warehouse B
2. Create a shipment to track the transfer’s shipping • Quantity: 25
details.
• Quantity Unit of Measure: Each
3. Mark the product transfer received when the
Create a shipment to track the shipping details for
items arrive.
the tire transfer.
Helpful links:
Select Received on the product transfer when the
• Transfer Inventory in Field Service tires arrive at Warehouse B.
• Guidelines for Transferring Inventory
Transfer parts from an 1. Create a product request, listing the outside To transfer 20 safety glasses from your safety
outside vendor to an vendor as the account. equipment provider to Service Van A, create a
inventory location product request that lists your outside vendor as the
2. Create a product transfer. Make sure to specify Account. Then, create a product transfer with these
the quantity, destination location, and product. settings:
3. Create a shipment to track the transfer’s shipping • Product: Safety Glasses
details.
• Destination Location: Service Van A
4. Mark the product transfer received when the
• Quantity: 20
items arrive.
• Quantity Unit of Measure: Each
Helpful links:
Because the items are coming from outside of your
• Request Inventory in Field Service inventory, leave the Source Location and Source
• Transfer Inventory in Field Service Product Item blank.
• Guidelines for Transferring Inventory Create a shipment to track the shipping details for
the glasses transfer.
Select Received on the product transfer when the
glasses arrive at Service Van A.
Indicate that parts from Create a product consumed record on the related You used 15 bolts from your service van, Service Van
your inventory were work order. A, to complete work order #00046982. To track the
consumed while Helpful links: consumption, create a product consumed record on
completing a work order the work order with these settings:
• Track Inventory Consumption in Field Service
• Product Item: Service Van A Bolts
• Guidelines for Consuming Inventory
• Quantity Consumed: 15
The product item quantity is automatically reduced
by 15 to reflect that the bolts are no longer in stock.
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Salesforce Field Service Common Field Service Inventory Management Tasks
I Want To... How To Do It Example
Track the return of a Create a return order that lists the related case, order, A customer creates a case from the customer site to
customer product or product. return a glass door. To track the return, create a return
Helpful links: order which lists the related Order. Add a return order
line item that lists the corresponding Order Product
• Track Customer Returns in Field Service for the glass door.
• Guidelines for Tracking Customer Returns
Create a product transfer to track the return of the
product to the warehouse. Upon its arrival, increase
the quantity on the glass door product item by 1.
Track the repair of a 1. Create a work order to repair the product. A customer calls your company to request a repair
customer product of their front gate. Create a work order, and then
2. Create a return order that tracks the return of the create an associated return order that tracks the
product to the repair workshop. return of the gate to the workshop.
3. When the product is repaired, create a product After the gate is repaired, mark the work order
transfer to track the return of the product back complete. Create a product transfer to track the return
to the customer. of the gate from the workshop to the customer.
Helpful links:
• Track Customer Returns in Field Service
• Guidelines for Tracking Customer Returns
Track the return of Create a return order that lists the unused inventory To prepare for an on-site installation appointment,
unused inventory from in the Product or Product Item field. create a product request for three motors. Upon
my stock back to the Helpful links: arriving at the site, you learn that only two motors
warehouse are needed. To return the unwanted motor to the
• Track Customer Returns in Field Service main warehouse, create a return order with one line
• Guidelines for Tracking Customer Returns item that lists the motor in the Product field.
After the motor is returned to the warehouse,
increase the quantity of the motor product item by
1.
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Salesforce Field Service Track Required Inventory in Field Service
Track Required Inventory in Field Service
If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician
EDITIONS
with a voltmeter! Add products required to work types, work orders, and work order line items to
ensure that the assigned service resource arrives with the right equipment. Available in: both Salesforce
Adding required products to work types saves you time and keeps your business processes consistent. Classic (not available in all
Work orders and work order line items inherit their work type’s required products. orgs) and Lightning
Experience
For example, if all light bulb replacement jobs require a ladder and a light bulb, add the ladder and
light bulb as required products to your Light Bulb Replacement work type. When it’s time to create The Field Service core
a work order for a customer’s light bulb replacement, applying that work type to the work order features, managed
adds the required products. package, and mobile app
are available in Enterprise,
Here’s how to add a required product to a work order, work order line item, or work type.
Unlimited, and Developer
1. Navigate to the record that needs required products. Editions.
2. In the Products Required related list, click New.
3. Use the lookup field to select a product. USER PERMISSIONS
4. Enter the quantity required. To view products required:
5. Select a quantity unit of measure. • Read on the parent
object (work orders or
6. Click Save. work types) AND Read
on products
SEE ALSO: To create, update, or delete
Product Item and Inventory Fields products required on work
orders or work order line
Guidelines for Creating Work Types for Field Service items:
Add Required Skills to Work Orders or Work Types for Field Service • Edit on work orders AND
Read on products
To create, update, or delete
products required on work
types:
• Edit on work types AND
Read on products
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Salesforce Field Service Request Inventory in Field Service
Request Inventory in Field Service
When your stock gets low or you need a part for a particular work order, create a product request.
EDITIONS
Product requests can be associated with work orders, work order line items, cases, and accounts.
You can specify when and where the parts are needed, and divide the request into line items that Available in: both Salesforce
each represent a needed part. Classic (not available in all
Mobile workers can create product requests when they find defective parts in their vehicles or their orgs) and Lightning
stock has run out. Dispatchers or service managers can create product requests on behalf of their Experience
mobile workers if they see their stock getting low. And schedulers can create product requests The Field Service core
when they schedule work orders that require parts which aren’t normally found in a worker’s vehicle features, managed
stock. package, and mobile app
1. From the Product Requests tab or the Product Requests related list on a work order or work are available in Enterprise,
order line item, click New. Unlimited, and Developer
Editions.
2. If the request is being made for a particular job, select the related work order or work order line
item.
USER PERMISSIONS
3. Optionally, select the related account or case.
4. Enter the destination location, which is where the parts are needed. To create product requests:
• Create on product
Note: Service vehicles can also be locations. Mobile locations like vehicles have Mobile requests
Location selected on their detail page.
To view product request line
items:
5. Enter the address where the parts should be shipped; for example, the mailing address of the
• Read on product
warehouse that is requesting them.
requests
6. Select a shipment speed, and enter the Need By Date.
To create, update, or delete
7. If the parts are being transferred from another location such as a warehouse, enter the source product request line items:
location. • Edit on product requests
8. Add a description.
9. Assign the product request a status:
Draft Finalizing the product request details.
Submitted The product request is ready for processing.
Received The department in charge of fulfilling the request is working on it.
10. Save your changes.
11. Create one product request line item for each product needed.
a. From the Product Request Line Items related list, click New.
b. Select the product that is needed, and enter a quantity and unit of measure. These values are inherited from the Quantity Unit
of Measure field on products.
c. Fill in the rest of the fields as needed. The parent product request’s shipping and related record information is auto-populated
on its line items.
d. Save your changes.
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Salesforce Field Service Transfer Inventory in Field Service
The product request now appears in the Product Requests related list on the related work order or work order line item. You can also
view and sort line items from all product requests from the Product Request Line Items tab in Salesforce.
SEE ALSO:
Product Request and Transfer Fields
Set Up Product Requests in the Field Service Mobile App
Transfer Inventory in Field Service
To fulfill a product request, create a product transfer. Product transfers track the movement of
EDITIONS
inventory from one field service location to another. The inventory numbers at your storage locations
update automatically to reflect transfers. Available in: both Salesforce
Note: To allow the creation of product transfers for serialized product items (a beta Classic (not available in all
orgs) and Lightning
functionality), contact Salesforce.
Experience
Create one product transfer for each product request line item so that you can track the status of
each part. The Product Transfers related list on a product request shows all product transfers The Field Service core
associated with the request’s line items. Product request line items have their own Product Transfers features, managed
related list. package, and mobile app
are available in Enterprise,
Typically, you create product transfers in response to a product request. You also can create a series Unlimited, and Developer
of product transfers to track the initial stocking of a new mobile worker's service vehicle. Editions.
1. From the Product Transfers tab or the Product Transfers related list on a product request, product
request line item, product item, location, or shipment, click New. USER PERMISSIONS
2. Enter a source product item or product.
To create product transfers:
If you're transferring the parts from a location within your inventory such as a warehouse, enter • Create on product
a source product item. The source product item shows where the parts are being transferred transfers
from and updates the quantity at the source location. For example, to transfer five hammers
To mark product transfers
from Warehouse A to Warehouse B, select the product item record that tracks the hammers received:
stored at Warehouse A. • Edit on product items
If you're transferring products from outside your inventory, such as from a manufacturer, enter
a product name.
3. Enter the quantity to transfer and the Quantity Unit of Measure. Quantity Unit of Measure picklist values are inherited from the
Quantity Unit of Measure field on products.
4. If it’s not already populated, enter the related product request line item.
Note: Set the status of the related product request line item to Received to indicate that the request is being processed.
5. Use the lookup field to select the shipment that includes the product items' transfer.
6. Enter the destination, and if applicable, the source location.
7. Enter the expected pickup date.
8. Add a description.
9. After the transferred parts are received, select Received and update these fields: Received By, Quantity Received, and Status.
After you mark a product transfer received, you can’t undo it.
10. Save your changes.
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Salesforce Field Service Transfer Inventory in Field Service
When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn
more, see Guidelines for Transferring Inventory.
Transfer Serialized Inventory
Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work.
Inventory Transfers in the Mobile App
With a few taps, mobile workers can update product transfers in the app. Before you can use product requests to transfer inventory,
make sure that service resources can access and receive product transfers in the Field Service mobile app. Product transfers track
the movement of inventory from one field service location to another.
Guidelines for Transferring Inventory
Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers,
and how product transfers interact with other inventory management records.
SEE ALSO:
Product Request and Transfer Fields
Transfer Serialized Inventory
USER PERMISSIONS EDITIONS
To customize page layouts: Customize Application Available in: both Salesforce
Classic (not available in all
To view and create product transfers: Read and create on product transfers
orgs) and Lightning
To create product transfers for products that Experience
support serial numbers:
The Field Service core
To send product transfers for products that Read on product items AND Read on features, managed
support serial numbers: serialized products package, and mobile app
are available in Enterprise,
To receive product transfers for products that Read on product items AND Read on Unlimited, and Developer
support serial numbers: serialized products Editions.
To mark product transfers received: Edit on product items
Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work.
1. Create and send a product transfer.
a. From the App Launcher, open Product Transfers and click New.
b. Enter the Product Name, Quantity Sent, Source Location, and Destination Location.
c. To select the Source Product Item, enter an exact or partial serial number. If you enter a partial number and press Enter, the
Product Item Results page displays. Use the Search to enter an exact or partial serial number (SP-XX) or search by Product Item
Results Search. You can page through up to 50 results at a time. A maximum of 2,000 results are returned.
d. Click Save and the product transfer is saved. You’re prompted to add serialized products. If the product item is unavailable at
the source location, no serialized products are displayed. To add serialized products to the product transfer later, click Cancel.
To add serialized products later, on the Product Transfers page, select Edit on the product transfer that you want to update.
e. Select the serialized products that you want to send in the product transfer.
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Salesforce Field Service Transfer Inventory in Field Service
f. To send the product transfer, click Add. When the product transfer is sent, a serialized product transaction with a transaction
type of Sent is created for each serialized product to track its status change.
2. Receive the product transfer.
a. From the Product Transfer details page, click Receive Transfer.
b. If the item is a Receive Only Product, on the Receive Product Transfer page select the serialized products that you want to receive
and click Next.
c. If the item is a Receive Only Product, on the Receive Product Transfer page, select the serialized products that you want to receive,
and click Next.
d. Update the Quantity Received and select Received. A serialized product transaction with the applicable transaction type is created
for each serialized product to track its status change.
e. Save your work.
Manage Serialized Inventory V2
With serialized products, you can create product transfers to track the movement of serialized inventory. You can create one product
item record per item to record each item’s serial number on the product item record, and then track the item’s movement.
Manage Serialized Inventory V2
With serialized products, you can create product transfers to track the movement of serialized
EDITIONS
inventory. You can create one product item record per item to record each item’s serial number on
the product item record, and then track the item’s movement. Available in: both Salesforce
Watch the video to see how to use serialized products to track transfers and products consumed. Classic (not available in all
orgs) and Lightning
Watch a video Experience
The Field Service core
Transfer Serialized Products features, managed
package, and mobile app
The following is the process for transferring serialized products:
are available in Enterprise,
1. Create serialized inventory. Unlimited, and Developer
Editions.
Create the product that is serialized and the serialized product. Create the product item with
the product name and location. Add the serialized items for the products at the location.
2. Create and send the product transfer.
Create a product transfer and add the serialized products, quantity you want to send, as well as the source and destination. If the
Transfer Record Mode on the product is set to Send and Receive, select the inventory that you want to send. When the product
transfer is sent, a serialized product transaction with a transaction type of Sent is created for each serialized product to track its status
change. A product transfer state is automatically created for each serialized product.
3. Receive a product transfer.
To receive the inventory from a product transfer, create a product transfer state. On the product transfer, update the Quantity Received
and select Received. After the product transfer is received, a serialized product transaction with a transaction type of Received is
created for each serialized product to track its status change. The product item of the transferred serialized product is updated from
source location to destination location. The Quantity on Hand on the source product item and destination product item are updated
accordingly. If there’s an existing destination product item of the given product and location, no new product item is created, and
the Quantity on Hand is updated. If there’s no existing destination product item, a new product item is created. For the source and
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Salesforce Field Service Transfer Inventory in Field Service
destination product items, a product item transaction record is created. The record shows the quantity of items moved from the
source to the destination.
Guidelines for Serialized Inventory V2
• Before you can send or receive serialized products in a product transfer, the serialized product with the serial number must exist as
a serialized product.
• Only locations that use the Inventory Location option can be associated with product items.
• You can only mark a product transfer as received if the product transfer’s Quantity Sent and Quantity Received are equal.
• You can only transfer multiple serialized products (together in one transfer) if they’re all of the same product that is serialized. A
product that is serialized is a product whose inventory consists of serialized products. A serialized product is the inventory that has
an assigned serial number.
• You can manage serialized inventory V1 and V2 if both are turned on for your org. However, you can't combine V1 and V2 serialized
inventory in the same product transfer or product consumed transaction.
Product Item Results Search
When adding a source product item to a product transfer, you can search for product items based on these fields:
• Name
• Product Code
• Description
• Stock Keeping Unit
• Make Name
• Model Name
• Vehicle Trim Level
• Version Name
• Harmonized System Code
• Harmonized Tariff Sched Code
• Manufacturer Name
• Manufacturer Part Number
• Product Line Code
• Product Category Code
• Universal Product Code
Common Terms
The following is a list of terms that apply to the transfer and consumption of serialized products:
• Product (object): a product that your organization sells.
• Product Item (object): the stock of a particular product at a particular location in field service, such as all bolts stored in your main
warehouse.
• Product Transfer State (object): an action taken to associate a serialized product to a product transfer and indicate the action done
to the serialized product. The new state as a result of the action.
• Product Item Transaction (object): an action taken on a product item in field service. Product item transactions are auto-generated
records that help you track when a product item is replenished, consumed, or adjusted.
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Salesforce Field Service Transfer Inventory in Field Service
• Serialized Product (object): a product that is serialized. Each serialized product has a serial number.
• Serialized Product Transaction (object): an action taken on a serialized product. Serialized product transactions are auto-generated
records that help you track the status change for a serialized product.
• Product Consumed (object): an item from your inventory that was used to complete a work order or work order line item in field
service.
• Product Consumed State (object): the new state of the serialized product after it’s consumed.
Serialized Product Status
When the serialized product status is updated, a serialized product transaction is created. The following table shows the valid serialized
product status changes, and the serialized product transaction type for the corresponding serialized product transaction record.
Original Serialized Products Status New Serialized Products Status Serialized Product Transaction Type
Available or NULL Consumed Consumed
Available or NULL Damaged Damaged
Available or NULL Lost Lost
Available or NULL Available Received
Available or NULL Sent Sent
Damaged Lost Lost
Damaged Available Repaired
Damaged Sent Sent
Lost Available Found
Sent Lost Lost
Sent Available Received
Sent Damaged Received
N/A All valid non-null status Replenished
Note: When a product transfer is marked as Sent, the status of the serialized product is always updated to Sent, even if the transfer
contains a damaged item. If necessary, you can manually mark an item as Damaged without a product transfer.
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Salesforce Field Service Transfer Inventory in Field Service
Inventory Transfers in the Mobile App
With a few taps, mobile workers can update product transfers in the app. Before you can use product
EDITIONS
requests to transfer inventory, make sure that service resources can access and receive product
transfers in the Field Service mobile app. Product transfers track the movement of inventory from Available in: both Salesforce
one field service location to another. Classic (not available in all
orgs) and Lightning
User Permissions Needed Experience
To customize page layouts: Customize Application The Field Service core
features, managed
To view and create product transfers: Read and create on product transfers
package, and mobile app
To create product transfers for products that are available in Enterprise,
support serial numbers: Unlimited, and Developer
Editions.
To send product transfers for products that Read on product items AND Read on serialized
support serial numbers: products
To receive product transfers for products that Read on product items AND Read on serialized
support serial numbers: products
To mark product transfers received: Edit on product items
Check that Salesforce is configured to use product transfers in the mobile app. Then get started receiving product transfers so that you
can track inventory.
Note: To show product transfers in the mobile app, edit the Location page layouts assigned to mobile users. Add the Product
Transfers Destination related list. After you add the related list, product transfers are shown in the Inventory tab in the mobile app.
Make sure that users have permission to view product transfers.
Product transfers are shown only if the destination location of the product transfer is the location linked to the service resource.
Child locations, for example multiple locations, aren’t supported.
1. In the mobile app, go to Inventory and locate the Product Transfers section. If you don't see product transfers, check the page layouts
assigned to mobile users.
On Android, the Product Transfers tab is shown only if a location is linked to the location of the service resource.
2. For each product transfer that you want to update, tap Scan or Receive.
3. Select the quantity of products received, and save your changes.
After you save the changes, received product transfers appear in the Received Product Transfers section of the Product Transfers
page. This action can't be undone.
When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn
more, see Guidelines for Transferring Inventory.
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Salesforce Field Service Transfer Inventory in Field Service
Guidelines for Transferring Inventory
Product transfers track inventory movement between locations in field service. Learn how manage
EDITIONS
inventories with product transfers, and how product transfers interact with other inventory
management records. Available in: both Salesforce
Classic (not available in all
Associate Product Transfers with Product Requests orgs) and Lightning
Experience
Typically, you create product transfers in response to a product request. You also can create a series
of product transfers to track the initial stocking of a new mobile worker's service vehicle. The Field Service core
features, managed
If a product transfer is fulfilling a product request, create one product transfer for each product package, and mobile app
request line item so that you can track the status of each part. The Product Transfers related list are available in Enterprise,
shows all product transfers associated with the request’s line items. And, product request line items Unlimited, and Developer
have their own Product Transfers related list. Editions.
Associate Product Transfers with Shipments
To monitor inventory movement, create shipments and link them to product transfers. Shipments contain information about the products
on board, the shipping carrier, and the expected delivery date.
For example, you create a product request for 50 hammers and 40 boxes of nails at Warehouse C. The product request has two line
items: one for hammers, and one for nails. To fulfill the request, your inventory manager creates two product transfers—one for each
line item—that indicate that the hammers and nails are to be transferred from Warehouse B. The manager creates a shipment to track
the transfer and then enters it in the Shipment field on both product transfers. The product request shows the related product transfers.
You can associate a shipment with multiple product transfers in the Product Transfers related list. A shipment’s product transfers can
each be related to different product request line items from one or more product requests.
Update or Delete Product Transfers
If a product transfer isn't marked received, you can edit it normally. You can't update received transfers, but you can delete them. When
you delete a transfer:
• The Quantity on Hand of the source and destination product items reverts to the pretransfer quantity.
• Product item transactions with a transaction type of Adjusted are added to the source and destination product items.
Transfer Serialized Inventory
For higher-value inventory such as computers, you can create one product item record per item so that you can record each item’s serial
number on the product item record and then track the item’s movement.
Product transfers for serialized product items is in beta and is permitted only if you enroll in the beta program. When a product transfer
for a serialized product item is marked received, the product item’s location automatically updates to reflect the transfer. This functionality
has these limitations:
• The Location field on serialized product items can’t be updated manually.
• When a product transfer associated with a serialized product item is marked received, no product item transaction is created.
• Partial transfers of serialized product items aren’t permitted. A product transfer whose source product item is serialized can be marked
received only if the product transfer’s Quantity Sent and Quantity Received are equal to the product item’s Quantity On Hand.
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Salesforce Field Service Transfer Inventory in Field Service
Mark Product Transfers Received
Selecting Received on a product transfer indicates that the items were added to the inventory at their destination. Marking a product
transfer prompts these actions.
• Product items are updated or created. Product items track the quantity of a particular product at a particular location. For example,
a product item can represent all the hammers at Warehouse A. When a product is transferred from one location to another, the
quantity at the source location decreases to reflect the transfer.
– If there's a product item for the transferred products that are stored at the destination, the quantity increases to reflect the
transfer.
– The first time that a product is stored at the location, a product item is automatically created that reflects the quantity transferred
there.
For example, if Service Van B never contained hammers, there's no hammer product item record at Service Van B. When hammers
are transferred to Service Van B, a product item is created that shows the number of hammers transferred.
• Product item transactions are created. When you mark a transfer received, a product item transaction with a type of Transferred
is created to represent the increase in stock at the destination. If a source location or source product item is specified, a second
transaction is created to represent the decrease of stock at the source. The first transaction’s quantity is positive because stock is
added; the second transaction’s quantity is negative. These transactions appear in the Product Item Transactions related list on the
related product transfer, source product item, and destination product item so that you can quickly review past transactions at your
inventory locations.
Example: Warehouse A has 100 hammers in stock. Your new mobile worker, Jessica, has her service van, and you created a
location to represent the van in Salesforce. You create a product transfer to track the transfer of five hammers from Warehouse A
to Jessica’s van. Because Jessica’s van contains no hammers, selecting Received on the transfer causes these events.
• The quantity on the existing product item for hammers stored at Warehouse A decreases from 100 to 95
• A second product item is created that has these settings:
– Product: Hammer
– Quantity: 5
– Location: Jessica’s Van
• A product item transaction is created for the hammer product item with a transaction type of Transferred and a quantity of 5.
SEE ALSO:
Product Request and Transfer Fields
506
Salesforce Field Service Track Inventory Consumption in Field Service
Track Inventory Consumption in Field Service
Create products consumed to track the use or consumption of items from your inventory.
EDITIONS
When an item leaves your inventory because it was used during a field service appointment, create
a product consumed record so your inventory numbers are adjusted accordingly. You can add Available in: both Salesforce
products consumed to work orders or work order line items. Track product consumption at the line Classic (not available in all
item level if you want to know which products were used for each line item’s tasks. orgs) and Lightning
Experience
1. In the Products Consumed related list on a work order or work order line item, click New.
2. If applicable, enter a work order line item. The work order is auto-populated. The Field Service core
features, managed
3. In the Product Item field, select the product item where the part originated. For example, if 10 package, and mobile app
bolts that were stored in Warehouse B were used to complete the work order, select the product are available in Enterprise,
item that represents all bolts stored in Warehouse B. Unlimited, and Developer
4. Enter the quantity consumed. Editions.
5. To link the consumed product to a price book entry, select a price book entry and enter the
unit price. USER PERMISSIONS
Note: To create a product consumed that lists a price book entry, you need “Use” sharing To view products consumed:
access to price books. • Read on work orders
To create or delete products
6. Add context in the Description field.
consumed:
7. Save your changes. • Edit on work orders AND
Read on product items
Note: After a product item is consumed, track it as an asset (an installed or purchased product)
To update products
and add product details like a serial number.
consumed:
• Edit on work orders
Guidelines for Consuming Inventory
When inventory is consumed as part of a work order, logging the consumption kicks off several
behind-the-scenes changes. Learn how product consumption fits into your field service operation.
Consume Serialized Inventory
When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers
accordingly. You can add products consumed to work orders or work order line items. You can also track product consumption at
the line item level to know which products were used for each line item’s tasks.
SEE ALSO:
Product Item and Inventory Fields
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Salesforce Field Service Track Inventory Consumption in Field Service
Guidelines for Consuming Inventory
When inventory is consumed as part of a work order, logging the consumption kicks off several
EDITIONS
behind-the-scenes changes. Learn how product consumption fits into your field service operation.
Available in: both Salesforce
Track Product Consumption Classic (not available in all
orgs) and Lightning
When a mobile worker uses a product during a field visit, they can create a product consumed Experience
record from the Products Consumed related list on the related work order or work order line item.
For example, a work order can have one product consumed record representing the consumption The Field Service core
of 10 bolts, and another representing the consumption of two batteries. Products consumed are features, managed
typically associated with a product item that represents where the item was stored before use. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Why to Track Product Consumption Editions.
Track product consumption so you know when and why items from your inventory are used and
when your stock is running low. When you create a product consumed record on a work order or
work order line item, the quantity listed on the related product item updates to reflect the consumption.
For example, suppose you have a product item representing the bolts stored in your service van. You use 10 bolts to complete a work
order, so you create a product consumed record on the work order to track the consumed bolts. Creating the product consumed reduces
the quantity of the product item representing bolts in your van by 10.
Note: If you want to track product consumption but don’t need to track the movement of inventory between locations, you can
skip creating locations and product items. Instead, complete the Price Book Entry field on product consumed records to indicate
which product was consumed. However, this approach offers a limited view of your inventory.
Viewing Updates to Product Consumed Records
Product item transactions are auto-generated records that summarize changes made to product items in your org. They appear in the
Product Item Transactions related list on related records. Most actions on products consumed create a product item transaction.
• Creating a product consumed: A product item transaction is created on the product item with a type of Consumed and a negative
quantity equal to the quantity consumed. Because access to product item transactions is determined by product item access, you
need permission to view product items before you can create products consumed.
• Changing the quantity on a product consumed: You may need to change the quantity on a product consumed to indicate that
fewer or more items were consumed. In this case, a product item transaction is created with a type of Adjusted and a negative
quantity equal to the additional quantity consumed. For example, if a mobile worker updates a product consumed to indicate that
two more bolts were used, the new product item transaction’s quantity would be –2.
• Deleting a product consumed: Deleting a product consumed is considered an adjustment. A product item transaction of type
Adjusted is created with a positive quantity equal to the quantity consumed.
SEE ALSO:
Product Item and Inventory Fields
508
Salesforce Field Service Track Inventory Consumption in Field Service
Consume Serialized Inventory
When an item is used during a field service appointment, create a product consumed record to
EDITIONS
adjust your inventory numbers accordingly. You can add products consumed to work orders or
work order line items. You can also track product consumption at the line item level to know which Available in: both Salesforce
products were used for each line item’s tasks. Classic (not available in all
orgs) and Lightning
User Permissions Needed Experience
To view products consumed: Read on work orders The Field Service core
features, managed
To create or delete products consumed: Edit on work orders AND Read on product items
package, and mobile app
To create products consumed for products that Create on products consumed are available in Enterprise,
support serial numbers: Unlimited, and Developer
Editions.
To update products consumed: Edit on work orders
To consume products for products that support Edit on work orders AND Read on product items
serial numbers: AND Read on serialized products
Use your organization’s best practices to define a process for associating an asset with the consumed serialized product.
1. Create a product consumed.
a. Open the work order.
b. On the Related tab, go to Products Consumed and click New.
c. If applicable, enter a work order line item. The work order is auto-populated.
d. Select the serialized Product Item.
e. Enter 0.00 for the Quantity Consumed.
f. Add context in the Description field.
g. Click Save.
2. Set the product consumed state.
a. Go to the work order’s Related list.
b. Select the product consumed.
c. Go to the product consumed Related list.
d. On Product Consumed State, select New.
e. Use the lookup field to select a Serialized Product.
f. For the Consumed State, select Consumed or Withdrawn indicates that the product was previously dispatched but taken out
of circulation for repair.
g. Click Save.
h. Repeat the steps for all serialized products included in the product consumed.
3. Consume the product.
a. Edit the Product Consumed.
b. Select Consumed.
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Salesforce Field Service Track Inventory Shipments in Field Service
c. Enter the Quantity Consumed.
d. Click Save.
Track Inventory Shipments in Field Service
To track product items while they’re in transit between locations, create shipments. Shipments
EDITIONS
contain information about the products on board, the shipping carrier, and the expected delivery
date. Available in: both Salesforce
Link shipments to product transfers so your team always knows the status of part transfers. While Classic (not available in all
shipments are an optional feature, they help you stay informed about the coming and going of orgs) and Lightning
items in your inventory. Experience
1. From the Shipments tab, click New. The Field Service core
features, managed
2. In the General Information section, add details about the shipment’s origin and destination. If
package, and mobile app
applicable, select the field service locations where the shipment departs or arrives.
are available in Enterprise,
3. In the Tracking Information section, add details about the shipping provider and delivery date. Unlimited, and Developer
4. Add a description explaining what is being shipped. Editions.
5. Save your changes.
USER PERMISSIONS
6. From the Product Transfers related list, create product transfers to track the movement of
product items that were included in the shipment. To create shipments:
• Create on shipments
SEE ALSO:
Product Request and Transfer Fields
Guidelines for Transferring Inventory
510
Salesforce Field Service Track Customer Returns in Field Service
Track Customer Returns in Field Service
Create return orders to facilitate the return and repair of items that were sold to customers or supplied
EDITIONS
to field service workers.
1. From the Return Orders tab or the Return Orders related list on a record, click New. Available in: both Salesforce
Classic (not available in all
2. Enter an account and contact associated with the return order.
orgs) and Lightning
3. Enter an associated product request. For example, if a mobile worker is returning an unused Experience
item, select the related product request that the product was intended to fulfill.
The Field Service core
4. In the Returned By field, select the user returning the items. features, managed
5. Enter a source and destination location, if applicable. For example, if the return order tracks the package, and mobile app
return of products from a customer’s facility to your main warehouse, select the warehouse as are available in Enterprise,
your destination location. Unlimited, and Developer
Editions.
6. Enter a shipment type, address, and the date the returned products are expected to arrive at
the destination location. The Ship From Address represents the location of the items at the start
of the return or repair. For example, if a customer is returning an item, enter the customer’s USER PERMISSIONS
address.
To create return orders:
7. Add notes or context about the return in the Description field. • Create on return orders
8. Save your changes. To view return order line
9. In the Return Order Line Items related list, add a line item for each product being returned. items:
• Read on return orders
a. Click New.
To create, update, or delete
b. To represent the items being returned, fill out one of more of the following fields: Asset, return order line items:
Order Product, Product, Product Item, and Product Request Line Item. • Edit on return orders
Note: If you enter a product item, select the product item associated with the source
location of the returned items.
c. Enter a quantity and unit of measure. If a product or product item is selected, the unit of measure is autopopulated.
d. Select a reason for the return.
e. In the Processing Plan field, indicate what should happen to the returned item.
f. In the Repayment Method field, indicate how the owner should be reimbursed for the return. If the return order is tracking the
return of items from van stock to an inventory location, you’ll probably leave this field blank.
g. If needed, update the source and destination location. These are inherited from the return order, but can be updated.
h. Add notes or context about the returned items in the Description field.
i. Save your changes.
Guidelines for Tracking Customer Returns
Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer
repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier.
SEE ALSO:
Return Order Fields
511
Salesforce Field Service Track Customer Returns in Field Service
Guidelines for Tracking Customer Returns
Learn about common return scenarios and how to log them in Field Service. Use return orders to
EDITIONS
track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock
to a warehouse or supplier. Available in: both Salesforce
Return orders are available in Lightning Experience, Salesforce Classic, the Salesforce mobile app, Classic (not available in all
the Field Service mobile app for Android and iOS, and Experience Cloud sites built using Salesforce orgs) and Lightning
Tabs + Visualforce. Customers can initiate a return from a site, or agents can create return orders Experience
in response to a customer call or mobile worker request. The Field Service core
features, managed
Create Return Orders package, and mobile app
are available in Enterprise,
Create return orders from the Return Orders tab or the Return Orders related list on accounts, Unlimited, and Developer
contacts, product requests, cases, orders, or locations. Editions.
You can associate return orders with product requests, cases, accounts, contacts, orders, work orders,
and more. This versatility lets you use return orders to track a wide range of return scenarios. It’s up
to you to decide how return orders fit into your field service processes. For example, to minimize processing time, don’t associate return
orders with product transfers.
When you create a return order, add return order line items to track the specific items being returned or repaired. Each line item must
list one or more of the following: product, product item, asset, product request line item, and order product. If you select more than one
of these fields on a return order line item, make sure they all link to the same product.
Common Return Order Scenarios
Customer Returns
When a customer wants to return a product, create a return order. Follow these guidelines.
• On the return order:
– If a customer case was created to address the return, select it in the Case field.
– In the Source Location field, select the customer’s site where the product is located at the start of the return. You may need
to leave this field blank if the customer’s site isn’t tracked as a location in Salesforce.
– In the Destination Location field, select the inventory location where the item is returned for restocking, or the workshop
where the item is salvaged or discarded.
– In the Ship From address, enter the customer’s address where the product is at the start of the return.
• On the return order line item:
– To represent the items being returned, fill out one or more of the following fields: product, product item, product request
line item, and order product. For customer returns, you’ll likely use the Asset or Order Product fields.
For example, a customer of a hypothetical robotic arms company, Rockin’ Robotics, purchased a small hydraulic arm by mistake. To
return it, they create a case from the customer site. The assigned agent creates a return order for the customer which lists the related
order and order product. The agent then creates a product transfer to track the return of the arm to the warehouse. Upon its arrival,
the on-site worker updates the quantity on the appropriate product item to indicate that the warehouse has gained a small hydraulic
arm.
Customer Repairs
When a customer wants their product repaired or retrofitted, use a return order to track the repair and return of the product. Follow
these guidelines.
• On the return order:
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Salesforce Field Service Track Customer Returns in Field Service
– Link the return order to related work orders in the Work Orders or Work Order Line Items related lists. Most repairs involve
a work order that was created for the customer.
– If a customer case was created to address the repair, select it in the Case field
– In the Source Location field, select the customer’s site where the product is at the start of the return. You may leave this field
blank if the customer’s site isn’t tracked as a location in Salesforce.
– In the Ship From address, enter the customer’s address where the product is at the start of the return.
– In the Destination Location field, select the workshop where the product is repaired. You can use product transfers to track
the movement of the product to and from the workshop.
• On the return order line items:
– In the Repayment Method field, if the item will be returned to the customer after repair, select Return.
– To represent the items being repaired, fill out one or more of the following fields: product, product item, product request
line item, and order product. For customer repairs, you’ll likely use the Asset or Order Product fields.
For example, a Rockin’ Robotics customer wants their eight-year-old hydraulic arm retrofitted to use the most current technology.
They call Rockin’ Robotics and the support agent creates a work order to have the arm retrofitted. The agent then associates the
work order with a return order that tracks the return of the arm to the Rockin’ Robotics Workshop. After the arm is retrofitted, the
work order is marked complete and a product transfer is created to track the return of the arm from the workshop to the satisfied
customer.
Mobile Worker Returns
When a product is requested for a field service job but ends up going unused for any reason, use a return order to track the return
of the product to the supplier or an inventory location. Follow these guidelines:
• On the return order
– In the Product Request field, select the product request that the product was intended to fulfill. You can also associate the
return order line items with the product request’s line items.
– In the Account field, select the account that the product was intended for.
– In the Source Location field, select the product’s location at the time of the creation of the return order. For example, a mobile
worker’s service vehicle.
– In the Destination Location field, select the product’s intended destination. For example, an inventory location such as a
warehouse, or a supplier’s site.
– In the Ship From address, enter the starting address of the return.
• On the return order line items
– If the return order lists a product request, select the relevant product request line item in the Product Request Line Item field.
– If the return doesn’t involve reimbursement (which is likely), set the Repayment Method to None.
– In the Processing Plan field, select Restock if the item is returning to your inventory.
– To represent the items being returned, fill out one or more of the following fields: product, product item, product request
line item, and order product. For mobile worker returns, you’ll likely use the Product Request Line Item, Product, or Product
Item fields. If you select a product item, choose the product item that is associated with the product’s source location.
• If needed, create an associated product transfer to track the transfer of the product from its current location back to your inventory.
For example, to prepare for an on-site installation appointment, a Rockin’ Robotics mobile worker creates a product request for three
large hydraulic arms. Upon arriving at the site, the worker learns that only two arms are needed. To return the unwanted arm to the
main warehouse, the worker creates a return order with one line item that lists the arm in the Product field. After the arm is returned
to the warehouse, the warehouse product item can be updated to reflect the change in inventory numbers.
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Salesforce Field Service Manage Product Service Campaigns in Field Service
Note: While you can track the return of products to your inventory using only a product transfer, return orders let you add
information about why the product is being returned.
SEE ALSO:
Return Order Fields
Report on Field Service
Manage Product Service Campaigns in Field Service
Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life
EDITIONS
communication, or similar product update.
Managing a product service campaign involves these steps. Available in: both Salesforce
• Create a product service campaign. Classic (not available in all
orgs) and Lightning
• Identify the assets affected and creating a product service campaign item for each asset.
Experience
For product service campaigns with several tasks to complete, consider creating a work
type. The Field Service core
• Create work orders and work order line items, return orders and return old line items, or a features, managed
combination of both to complete the campaign tasks. package, and mobile app
are available in Enterprise,
Create a Product Service Campaign Unlimited, and Developer
• Navigate to Product Service Campaign and click New. Editions.
• Enter the details of the product service campaign.
• Save the record.
Add Product Service Campaign Items
• Navigate to the Product Service Campaign, and from the Product Service Campaign Items related list and click New.
• Enter the details of the product service campaign item.
• Save the record.
Note: Where there are many assets for the product subject to the product service campaign, create the product service
campaign items using Data Loader.
Add Work Orders and Return Orders
• Navigate to either Product Service Campaign or Product Service Campaign Items, and from the Work Orders and Return Orders
or Work Order Line Items and Return Order Line Items related list, click New.
• Enter the details of the work order and return order or work order line items and return order line items.
• Save the record.
SEE ALSO:
Set Up Product Service Campaigns in Field Service
514
Salesforce Field Service Manage Field Service Reports
Manage Field Service Reports
Create service reports for work orders, work order line items, or service appointments and email
EDITIONS
them directly to customers. Use standard templates, or create variations of your own.
You can use either Service Reports or Document Builder to create service documents, but only one Available in: both Salesforce
of these features can be enabled and in use at a time. If you enable Document Builder, the Service Classic (not available in all
Report button is hidden for users. You can continue to use Service Reports, but we suggest adopting orgs) and Lightning
Document Builder to get the most out of your service document experience. Experience
Note: Service report PDFs don't support right-to-left text layout. For more information, see The Field Service core
Right-to-Left (RTL) Language Support. features, managed
package, and mobile app
are available in Enterprise,
Create Field Service Report Templates Unlimited, and Developer
In Field Service, a service report summarizes a work order or service appointment in a PDF that Editions.
your customers and team members can sign. To control what appears in your service reports,
create service report templates.
Create Field Service Customer Reports
In Field Service, create service reports to give your customers summaries of the work that your field service team performed.
Document Builder
Document Builder is the Salesforce Field Service solution for creating richly formatted and branded PDF service documents for your
business needs.
SEE ALSO:
Service Report Fields
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Salesforce Field Service Create Field Service Report Templates
Create Field Service Report Templates
In Field Service, a service report summarizes a work order or service appointment in a PDF that your
EDITIONS
customers and team members can sign. To control what appears in your service reports, create
service report templates. Available in: both Salesforce
Users generate a service report for a record by clicking Create Service Report on a record. A record’s Classic (not available in all
service reports appear in the Service Report related list. If you choose not to specify a service report orgs) and Lightning
template on a work order, it uses the service report template listed on its work type. If the work Experience
type doesn’t list a template or no work type is specified, the work order uses the default service The Field Service core
report template. The same is true for work order line items. features, managed
Note: To avoid errors when service reports are generated, don't deactivate the default service package, and mobile app
are available in Enterprise,
report template.
Unlimited, and Developer
There’s an issue with service report templates when they’re saved in IE: the header can overlap Editions.
the body in reports generated from these templates. Use Chrome or Firefox to save service
report templates instead.
USER PERMISSIONS
1. If you want your team to collect signatures on service reports using the Field Service mobile
app, create picklist values for the Signature Type field on digital signatures. Signature types To edit page layouts and
picklist values:
represent the role of the person signing a report.
• Customize Application
a. Navigate to the Setup page.
To create service report
b. In Salesforce Classic, from Setup, enter Digital Signatures in the Quick Find box, templates:
then select Fields under Digital Signatures. • Modify All Data,
Customize Application,
c. In Lightning Experience, go to Digital Signature in the Object Manager, then click Fields and View Setup and
and Relationships. Configuration
d. Click Signature Type.
e. From the Signature Type Picklist Values related list, add up to 1,000 values. For tips on
creating signature types, see Field Service Guidelines for Using Signatures on Service Reports.
2. Add the Create Service Report button to page layouts for the following objects:
• Work orders
• Work order line items
• Service appointments
3. Create a service report template.
a. From Setup, enter Service Report in the Quick Find box, then click Service Report Templates under Field Service.
b. Click New, or click Edit next to a report template you’d like to adjust. You already have one active template named Standard.
c. If you’re creating a template, select an existing template as its base and give it a name.
d. In the Related Templates dropdown menu, at the top of the template editor, select a subtemplate.
Each template comes with four subtemplates, which enables service reports for multiple record types:
• Service Appointment for Work Order
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Salesforce Field Service Create Field Service Report Templates
• Service Appointment for Work Order Line Item
• Work Order
• Work Order Line Item
The Related Templates field shows the subtemplate that you’re editing. We recommend customizing all four subtemplates so
you’re confident that your service reports contain the right information.
e. Drag fields, sections, and related lists onto your layout.
f. Click Save.
Note: When you preview the report template, it shows the System Administrator profile view. The data shown is simulated,
except for images and rich text. If the person creating the service report doesn’t have Read permission on objects or fields
in the service report template, those fields don’t appear on the report they create.
g. (Recommended) Select another subtemplate in the Related Templates field, and customize its layout. Repeat until you’ve
reviewed the layout of all four subtemplates.
h. Click Activate next to the template name on the Service Report Templates home page.
Field Service Guidelines for Creating Service Report Templates
Service report templates in Field Service determine the type and order of data in service reports. Learn how to customize your service
report templates to suit your needs.
Field Service Guidelines for Using Signatures on Service Reports
Field service workers can capture signatures from customers and partners on service reports. On the service report template, you
define the number and type of signatures allowed.
SEE ALSO:
Service Report Fields
Field Service Guidelines for Creating Service Report Templates
Service report templates in Field Service determine the type and order of data in service reports.
EDITIONS
Learn how to customize your service report templates to suit your needs.
Available in: both Salesforce
Adding Fields Classic (not available in all
orgs) and Lightning
Service reports can contain fields from multiple objects. To add a field, select the object in the Experience
top-left section of the editor, then locate and drag the field onto your layout.
The Field Service core
Use the Section element to organize fields on your layout. Your template comes with several default features, managed
sections, which you can modify, rename, or delete. Click the wrench icon in a section to change package, and mobile app
the number of columns, edit or hide the title, and more. are available in Enterprise,
Unlimited, and Developer
Editions.
Adding Related Lists
To add a related list to your template, drag the List element onto the layout. Enter a title, select the
object, and select fields to display in the related list.
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Salesforce Field Service Create Field Service Report Templates
Filter a Related List
To hide unwanted records from a related list on generated service reports, create a filter. For example, filter the Work Order Line
Items related list on work order service reports so it only shows completed line items.
Related list filters on service report templates work just like regular list view filters. You can create up to five filters per related list.
1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired
sub-template.
2. On the related list you want to filter, click the wrench icon and select the Filters tab.
3. To define the filter, select a checkbox or picklist field, and choose an operator.
4. To select one or more values click the lookup icon, or enter values manually, separated by commas. Only records that list a
selected value in the filter field appear in service reports that use the template. (Deactivated picklist values don’t appear in the
lookup, but you can enter them manually.)
5. Click OK and save your changes. The filter you created is reflected in service reports that use your template.
Note:
• The Status field on contract line items isn’t available for filtering.
• The Filters tab isn’t available in Internet Explorer 8.
• If the user generating the service report doesn’t have access to a field used to filter the related list, the filtering doesn’t
occur.
Sort a Related List
To customize the order of records in a related list, sort the list by any number or date field. For example, order the records in the
Work Order Line Items related list from earliest to latest completion date.
1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired
sub-template.
2. On the related list you want to filter, click the wrench icon and select the Sorting tab.
3. Select a field to sort by, and choose ascending or descending order.
4. Click OK and save your changes. The sorting logic you added is reflected in service reports that use your template.
Note: If the user generating the service report doesn’t have access to the field used to sort the related list, the sorting doesn’t
occur.
Adding Signatures
To let mobile workers collect signatures on a service report, drag the Signature element onto your layout. You can add up to 20 signature
blocks to a sub-template. Every signature block needs a different signature type. To learn more about signatures, see Field Service
Guidelines for Using Signatures on Service Reports.
Adding Other Design Elements
• To add your company logo to service reports, drag the Text/Image Field element onto the layout and upload your logo. A 220-px
wide logo is optimal, wider images are cropped. If the uploaded logo is wider than 220 px, resize the image by dragging its sizing
hands in the Text/Image Field element. Images can be added to the header, footer, and body of a service report template.
• To customize the footer and add page numbers, click the wrench icon in the footer section. For example, add the Work Order Number
field.
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Salesforce Field Service Create Field Service Report Templates
• To add space between fields or sections in the template, use the Blank Space field. Each Blank Space field adds 5 pixels of vertical
space to the report PDF.
SEE ALSO:
Service Report Fields
Apex Trigger: Send Email when Service Report is Created
Customer Signatures on Service Reports with a Flow
Field Service Guidelines for Using Signatures on Service Reports
Field service workers can capture signatures from customers and partners on service reports. On
EDITIONS
the service report template, you define the number and type of signatures allowed.
Available in: both Salesforce
Set Up Signature Types Classic (not available in all
orgs) and Lightning
The Signature Type field specifies the role of the person signing a service report. The type ensures Experience
that the right person signs your service reports.
The Field Service core
For example, when your company performs preventive maintenance, you want both the customer features, managed
and the mobile worker to sign the final service report. The signatures confirm that both parties package, and mobile app
agree on the work that was completed. are available in Enterprise,
Your org comes with one signature type called Default. A service report template can contain only Unlimited, and Developer
one signature per type. If you want to collect more than one signature on a service report, you can Editions.
add more signature types. In Setup, edit the Signature Type picklist field on the Digital Signature
object. Create at least one value for each role that can sign a service report. For example, Technician,
Customer, Supervisor, and Supplier. If you expect multiple people in one role—for example, all mobile workers who are at the
appointment—to sign a service report, create numbered types: Technician 1, Technician 2, and so forth.
Note: You can create up to 1,000 signature types. You can’t delete a signature type, but you can deactivate it. When a signature
type is deactivated, it can’t be added to a new service report template. However, the signature type still appears in the service
report templates that include it.
Add Signature Blocks to Service Report Templates
A signature block on a service report template contains one signature.
To add a signature block to a service report template, navigate to the Service Report Templates page in Setup. Open a service report
template and drag the Signature element to the template layout. Modify the signature block’s settings as needed. The Type field is
required. Make sure to add the Signature field, which designates the signature space. You can change the title to reflect who is signing,
or hide the title and field labels.
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Salesforce Field Service Create Field Service Report Templates
You can add up to 20 signature blocks to a service report template. Because each signature block must use a different signature type,
you can’t drag extra signature blocks onto a template until you’ve created corresponding Signature Type values. Double-click a signature
block’s title to view its settings.
Note: Signature blocks can’t use multiple columns.
Capture Signatures for Service Reports
Signatures are captured from the Field Service mobile app. A captured signature isn’t reused in a future version of the report.
For example, a mobile worker generates a service report for an appointment, and the customer signs it. The mobile worker then updates
the service notes to add a recommendation. When the mobile worker regenerates the service report, the customer’s signature doesn’t
appear on the new report.
If you want to reuse signatures across all service report versions, contact Salesforce.
Note: Signature capture and signature reuse are provided strictly on an "As-Is" basis. Customers are solely responsible for ensuring
that the use of signature capture and signature reuse complies with applicable laws.
Find Signed Service Reports
To easily find the service reports that contain signatures, add the Signed checkbox to the Service Reports related list on work orders,
work order line items, or service appointments. If a service report contains one or more signatures, this checkbox is automatically selected.
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Salesforce Field Service Create Field Service Customer Reports
Note: After the service report is created, the signatures collected during the service event are deleted. See Create Field Service
Customer Reports on page 521 for more details.
SEE ALSO:
Service Report Fields
Create Field Service Customer Reports
In Field Service, create service reports to give your customers summaries of the work that your field
EDITIONS
service team performed.
Note: Available in: both Salesforce
Classic (not available in all
• You can generate service reports from work orders, work order line items, and service orgs) and Lightning
appointments. Experience
• To create a service report in the Field Service mobile app, navigate to a service
The Field Service core
appointment, work order, or work order line item. Tap the action icon, then tap Create
features, managed
Service Report.
package, and mobile app
• You can’t generate service reports in the Salesforce1 mobile app or the Salesforce Mobile are available in Enterprise,
Web Experience. Unlimited, and Developer
• See Quote Template and PDF Limitations and Visualforce PDF Rendering Considerations Editions.
and Limitation for information on the limitations that apply to service report PDFs.
• See Considerations for Adding Images to Quote Templates for information on limitations USER PERMISSIONS
that apply to images added to service reports.
To create service reports:
1. From a work order, work order line item, or service appointment, in the action dropdown menu • Edit on the parent object
select Create Service Report. (work orders, work order
line items, or service
Note: If you don’t see this action, ask your Salesforce admin to add it to the page layout. appointments)
Service reports can’t be created for service appointments whose parent record is an To email a service report:
account, asset, lead, or opportunity. • View on the parent
object AND Send Email
2. Use the lookup to find the template that you want to use.
3. Click Create PDF.
The service report preview appears.
4. To save the service report to the record, click Create Service Report. To save the report to the record and send a copy to the
customer, click Create and Send Service Report. Then fill out the email fields, and click Send.
The service report is saved in the Service Reports related list on the record.
Note: After the service report is created, the signatures collected during the service event are deleted. Use the saved service
report to provide a proof of signature.
A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is
blank, the report uses the default language of the person generating the report. To add languages, from Setup, in the Quick Find box,
enter Translation Language Settings, and select it. Click Edit next to the desired language, then click Active. To add a
user as a translator for the language, select them from the available list and click Add, then save your changes.
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Salesforce Field Service Document Builder
Note: If you don’t have Read permission on an object or field in the service report template, it doesn’t appear in the service report
that you create.
SEE ALSO:
Service Report Fields
Create Service Reports in the Field Service Mobile App
Field Service Guidelines for Using Signatures on Service Reports
Customer Signatures on Service Reports with a Flow
Document Builder
Document Builder is the Salesforce Field Service solution for creating richly formatted and branded
EDITIONS
PDF service documents for your business needs.
Note: Document Builder isn’t available for Government Cloud users. Available in: Lightning
Experience.
Document Builder makes it easy to build service document templates.
The Field Service core
• The Template Builder makes it easy to build service document templates. features, managed
– Clone standard service document templates to reflect your company’s business practices. package, and mobile app
are available in Enterprise,
– Drag seven standard components into the builder: Grid, Image, Image Gallery, Page Numbers, Unlimited, and Developer
Related Record Table, Rich Text, and Signature. Editions.
– Show relevant information about a record, and its parent or grandparent records by using
the field component.
– Address your specific use cases by building custom LWCs.
• An enhanced service document experience helps you communicate the details of the work performed to serve your customers.
– View service documents and collect signatures on the Field Service mobile app.
– Preview printable documents on mobile or desktop.
– Generate PDFs on mobile or desktop
You can enable both Document Builder and Service Reports for your company, but you can assign only one feature, Service Reports or
Document Builder, to each user. When you give a user the permission to use Document Builder, the Service Report button is hidden for
them and they can’t access Service Report features or templates. You can continue to use Service Reports, but we suggest adopting
Document Builder to build more branded, customized, and dynamic service documents.
Set Up Document Builder: Licensing and Enablement
Learn how to set up Document Builder and start creating service documents.
Give Users Access to Document Builder
Assign users the standard permission sets for Document Builder, so they can create service document PDFs.
Assign Document Builder to Dispatchers and Mobile Workers
Assign Document Builder to users who have been assigned the Field Service Dispatcher or Field Service Mobile permission set license.
Create a Service Document Template
Create a service document template with Document Builder.
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Salesforce Field Service Document Builder
Generate Service Document PDFs on the Desktop Site
With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for
the desktop site.
Generate Service Document PDFs on the Mobile App
With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for
the Field Service mobile app.
Translate Service Documents in Document Builder
With Document Builder, translate service documents into any language supported by the Salesforce platform. Specify different
languages for different records to translate the document to the preferred language of individual customers.
Set Up Document Builder: Licensing and Enablement
Learn how to set up Document Builder and start creating service documents.
EDITIONS
Document Builder is the Field Service solution for service documents. You can enable both Document
Builder and Service Reports for your company, but you can assign only one feature, Service Reports Available in: Lightning
or Document Builder, to each user. When you give a user the permission to use Document Builder, Experience.
the Service Report button is hidden for them and they can’t access Service Report features or
The Field Service core
templates
features, managed
1. From Setup, in the Quick Find box, enter and select Field Service Settings. package, and mobile app
are available in Enterprise,
2. Select Enable Document Builder.
Unlimited, and Developer
A notification informs you that Salesforce is registering your org. A few minutes later an email
Editions.
notification lets you know whether you’re registered. After you’re registered, you can start
creating service document templates. Only Salesforce admins, with access to the Setup menu,
can access the builder experience and build service document templates.
SEE ALSO:
Give Users Access to Document Builder
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Salesforce Field Service Document Builder
Give Users Access to Document Builder
Assign users the standard permission sets for Document Builder, so they can create service document
EDITIONS
PDFs.
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Available in: Lightning
Experience.
2. Select Field Service Document Builder Dispatcher, Field Service Document Builder
Mobile, or Field Service Document Builder Standard for permission sets to assign to Field The Field Service core
Service technicians, dispatchers, and admins. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To assign permission sets:
• Manage Users
To create service documents
with Document Builder:
• Field Service Document
Builder Dispatcher, Field
Service Document
Builder Mobile, OR Field
Service Document
Builder Standard
permission sets
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Salesforce Field Service Document Builder
3. To assign the permission sets to users, select Manage Assignments.
Users who have been assigned these permission sets no longer have access to Service Reports, and the Create Service Report button
no longer appears for them.
SEE ALSO:
Assign Document Builder to Dispatchers and Mobile Workers
Assign Document Builder to Dispatchers and Mobile Workers
Assign Document Builder to users who have been assigned the Field Service Dispatcher or Field
EDITIONS
Service Mobile permission set license.
Note: Document Builder isn’t available for Contractor and Contractor+ Licenses. Available in: Lightning
Experience.
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
The Field Service core
2. Create a permission set. features, managed
3. Give it a name, for example, Field Service Document Builder. package, and mobile app
are available in Enterprise,
4. Leave the License picklist field blank, and then save your changes. Unlimited, and Developer
5. Scroll down to the System section and click System Permissions. Editions.
6. Click Edit, and then select Document Builder and Access Lightning Web Components for
Field Service Mobile. Save your changes. USER PERMISSIONS
7. To assign this permission set to users, click Manage Assignments. To create service documents
with Document Builder on
the desktop site or the
mobile app:
• Field Service Dispatcher
permission set license
OR
Field Service Mobile
permission set license
To assign a permission set
to mobile workers and
dispatchers:
• Manage Profiles and
Permission Sets
To create a permission set:
• Manage Users
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Salesforce Field Service Document Builder
Create a Service Document Template
Create a service document template with Document Builder.
EDITIONS
Create a service document template from Work Order, Work Order Line Item, and Service
Appointment. Available in: Lightning
Experience.
• From a desktop browser, you can create PDFs from Work Order, Work Order Line Item, and
Service Appointment. The Field Service core
• From the Field Service mobile app, you can generate PDFs from Work Order, Work Order Line features, managed
Item, and Service Appointment on both Android and iOS. package, and mobile app
are available in Enterprise,
1. From Setup, in the Quick Find box, enter Document Builder, and then select Document Unlimited, and Developer
Builder. Editions.
2. To create a template, click New Template.
3. To indicate the type of service document you’re creating, for example, Service Appointment EDITIONS
Debrief, add a label.
User Permissions Needed
4. Select any object from the dropdown list: Work Order, Work Order Line Item, or Service
Appointment. Your selection dictates which object the template is created from and which To create a Document
fields and related lists appear in Document Builder. Click Next. service Builder
document
Note: If you don’t set the Service Document Template field from Work Order, Work Order template:
Line Item, or Service Appointment, the document template can also be derived from one
of the three corresponding Document Template fields on Work Type.
5. Choose between a blank template and a standard default template. Using a standard template gives you a starting point with added
fields and related lists.
Now you’re ready to start building your service document.
Template Builder
Build service document templates in Document Builder with the template builder.
Document Builder Standard Components
Here’s a list of standard components available for Document Builder, with descriptions.
Activate a Service Document Template
To create service documents and PDFs with Document Builder, activate a template.
Setting the Service Document Template Field
You can find the standard field Service Document template in the three objects: Work Order, Work Order Line Item, and Service
Appointment. This field points to the template ID, which sets the template for each service document. This topic covers how to find
the template ID and how to populate the Service Document Template field.
Template Builder
Build service document templates in Document Builder with the template builder.
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
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Salesforce Field Service Document Builder
When you first open a template in Document Builder, you see the template builder, which shows the canvas, components and fields
panel, and document settings panel.
The Canvas
The canvas represents your service document. To design your service document, drag standard LWCs and custom LWCs onto the canvas.
If you add any fields or components to the header or footer, they repeat on every page of your document.
When you’re designing your header and footer, you can get an error message if you add too much content. What qualifies as too much
content depends on the formatting and orientation of your document and the size of the components you’re trying to add. If you’re
having trouble, check that your headers and footers are sized properly. For example, delete fields and components that make the header
or footer longer than a page.
Document Settings
To access the document settings, click outside the header, body, and footer sections of the canvas. Use the document settings panel to
add a document description, determine which fields and components are visible, remove headers and footers, and alter the document
format.
Components and Fields
Drag components and fields from the left panel onto the canvas to easily build document templates. Standard components for Document
Builder include Grid, Page Numbers, Related Record Table, Signature, Image, Image Gallery, and Rich Text.
You can drag two types of fields onto the canvas from the field component on the left panel: fields from the template object and spanning
fields from the parent of the template object.
When a field is added to the canvas, use the component settings panel on the right to configure the field visibility. For example, you can
choose to show a Related Record Table for a work order and its child work order line item only if the work order’s work type is Break-Fix.
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Salesforce Field Service Document Builder
Lookup fields don’t appear on service document templates when dragged onto the canvas. To get the lookup field to show up, search
for the lookup field and its associated name. Click in the Search field. Then, drag the Name field onto the canvas.
When you’re done building your template, you’re ready to save and activate it. You can access saved templates from the Document
Builder page in Setup.
SEE ALSO:
Activate a Service Document Template
Setting the Service Document Template Field
Document Builder Standard Components
Here’s a list of standard components available for Document Builder, with descriptions.
EDITIONS
Document Builder has these standard components. Set the conditional visibility of all components
and choose to show them only under specific criteria. For example, if the parent record is Work Available in: Lightning
Order, and the related object is Work Order Line Item, you can choose to show a related record Experience.
table only if the work order’s work type is Break-Fix.
The Field Service core
features, managed
Component Details package, and mobile app
Grid The grid divides the canvas into columns. To divide each section into are available in Enterprise,
multiple columns and control the width of each column, add the Grid Unlimited, and Developer
Editions.
component to the header, body, or footer. To use, drag the Grid component
onto the canvas. After you do, you see the Grid settings in the Document
Settings menu on the right. Here you can change the number of columns
(up to 12), the width of each column, and the space padding between the
columns.
If you set the conditional visibility rules to hide the grid, the grid and all
fields within the grid are hidden. If the grid is visible, you can still set
conditional visibility rules for individual fields within the grid. If you have a
conditional visibility rule to hide a field within a grid, it’s hidden.
Page Break Page breaks control the pagination of your service document and organize
your content into sections.
Page Numbers When added to the header or footer, repeats on all pages of the document.
After you add it to the canvas, the Document Settings menu shows the
Page Numbers Settings, where you can change the format and alignment.
Related Record Related record tables show records from child objects related to the service
Table document’s template object. For example, if the template object is Work
Order, the related record table shows records from the Work Order related
objects, such as Work Order Line Items, Products Consumed, Expenses, and
Time Sheet Entries. When the Related Record Table component is added
to the canvas, you can use the component settings panel on the right to
configure table details, including:
• Parent record: This field defaults to the Template object, for example,
Service Appointment.
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Salesforce Field Service Document Builder
Component Details
• Related entity: This field lets you select which child object’s record you want to show in the table.
• Related record fields: Add a maximum of 10 related record fields (columns) to the table.
• Show related records table when the list is empty: This setting is deselected by default and hides
related lists that have no records. When the setting is selected, related lists that have no records are
shown with only the column headers and no records.
• Set equal width for columns: By default, column widths are set based on the size of the field label.
(Fields with larger labels appear with wider column widths). When the setting is selected, the column
widths are evenly distributed across all fields.
• Sort field and sort order: Sort records within the related list. Use these fields to specify which field to
use to determine sort order and whether sorting occurs in ascending or descending order.
Signature The signature component captures signatures from customers, partners, and mobile workers on service
documents. Define the number of signatures needed by adding signature components to the canvas.
Reorder, include, or exclude these fields by specifying settings in the document settings panel.
Because these fields are standard fields on a standard object, they’re translated in the user’s language.
You can customize the labels related to the Digital Signature object and rename them to suit your
branding and business needs. If you don’t change the labels of the object or fields, Salesforce translates
the label values for you. If you change labels, or if you want to modify the standard translation provided
by Salesforce, you can translate those new labels.
Image Embeds images into your service document. Add images to your image library. Then, from the document
settings panel, select your image, and then use the canvas to add image descriptions and include alt
text for accessibility. Images must adhere to the Salesforce guidelines for file size, found in Salesforce
CRM Content Limits.
Image Gallery The image gallery shows all images associated with the object from which you create your service
document. All images added as files to the template object are shown in this component. While you can
dictate the number of images to show per row, you can’t modify the total number of images. Images in
a row have the same size and resolution. You can include captions for each image.
Rich Text Add custom text with styling and formatting to your documents. To represent information such as help
text, section headers, and disclaimers, add custom labels. Custom labels are translatable, so using this
setting in a rich text component lets you translate the content without having to build multiple templates
for each language your company supports.
To personalize your service documents, use embedded expressions in rich text components. Drag a rich
text component onto the canvas. Optionally, add static text to give context for the embedded field. To
embed the field into the rich text component use the following syntax: {!Record.fieldname}
or {!Record.Objectname.fieldname}. For example, to embed a phone number for an
account, the syntax is {!Record.Account.phone}. Save the template, and then test it on the
document preview.
Long text and picklists aren’t supported for embedded expressions in rich text.
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Salesforce Field Service Document Builder
Activate a Service Document Template
To create service documents and PDFs with Document Builder, activate a template.
EDITIONS
1. In Document Builder, after you’ve built your first template for a work order, work order line item,
or service appointment, click Save. Available in: Lightning
Experience.
2. Activate the template. If you’ve saved the template and dismissed the activation window, you
can get to it by clicking Activation. The Field Service core
3. Click Assign and save your work. features, managed
Your template is assigned as the default. Assigning a different template as the default overrides package, and mobile app
are available in Enterprise,
prior default template assignments. Only one default template per object can exist at a time.
Unlimited, and Developer
Note: You can control which template is used to generate a service document, but you Editions.
can have only one active default template per object. This template is used if you don’t
specify any other template in the Service Document Template field or in the Work Type.
EDITIONS
To assign a record-specific template, enter the template ID in the Service Document
Template field on that record. User Permissions Needed
To activate Document
service Builder
document
templates:
Setting the Service Document Template Field
You can find the standard field Service Document template in the three objects: Work Order, Work
EDITIONS
Order Line Item, and Service Appointment. This field points to the template ID, which sets the
template for each service document. This topic covers how to find the template ID and how to Available in: Lightning
populate the Service Document Template field. Experience.
The Field Service core
Find the Template ID features, managed
To get the template ID, open or create a template in Document Builder. You can find the template package, and mobile app
ID in the URL, after &id=. are available in Enterprise,
Unlimited, and Developer
Editions.
If the field value is set, that template is used. If the field is empty, then the org default template is used. If the field is empty, you haven’t
set a default, and you don’t have any templates, you receive an error message.
If you don’t set the Service Document Template from Work Order, Work Order Line Item, or Service Appointment, the document template
can also be derived from one of the three corresponding Document Template fields on Work Type.
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Salesforce Field Service Document Builder
Populate the Service Document Template Field
Populate the Service Document Template field using an Apex trigger, building a flow, or doing a combination of both.
• Apex Trigger: You can use an Apex trigger to perform custom actions, such as insertions, updates, or deletions, before or after events
to records in Salesforce. The Apex trigger populates the Service Document field upon creating, reading, updating, or deleting any
related records. Here’s a sample Apex trigger:
// Timing options:
// before insert/update/delete
// after insert/update/delete/undelete
// Simple example trigger
trigger PopulateServicedocument on WorkOrder(before insert) {
for(WorkOrder wo : Trigger.New) {
if (wo.Status == "value") {
wo.ServiceDocumentTemplate = '0M0...';
}
// ...
}
}
• Flow Builder: Build flows that collect data and perform actions. You can build screen flows that launch after certain criteria are met,
guiding users to set fields. Or, build flows that automatically run in the background, using Autolaunched Flow, with no trigger. Flow
Builder also lets you run Apex code, including Apex triggers, so play around to see what works best for your document building
needs.
Generate Service Document PDFs on the Desktop Site
With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic
EDITIONS
walks you through the process for the desktop site.
Before generating PDFs from the desktop site, add the Create Service Document button to Work Available in: Lightning
Order, Work Order Line Item, and Service Appointment page layouts. Experience.
You must grant all users who generate PDFs access to the ServiceReportLanguage field The Field Service core
on the Work Order object. You can grant access to this field by enabling Field Level Security settings. features, managed
See Field Permissions. package, and mobile app
are available in Enterprise,
1. Go to a work order, work order line item, or service appointment. To demonstrate, we’re using
Unlimited, and Developer
a work order.
Editions.
2. Click Create Service Document.
If you’ve entered a value in the service document’s template field, you land on the corresponding
template. Otherwise, if you set a default, but no Service Document Template ID for the record USER PERMISSIONS
or for the associated Work Type, the default template loads. To generate service
3. Click Create PDF. You get a popup message signaling that your request is queued. document PDFs:
When your PDF is ready, you get a notification under the Global Notifications bell. • Document Builder
4. To access the PDFs you create, including an archive of your PDFs, navigate to the work order
and click the Related tab. Then scroll down to Service Reports.
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Salesforce Field Service Document Builder
5. To view your PDF, click a service report name in the list view.
SEE ALSO:
Generate Service Document PDFs on the Mobile App
Generate Service Document PDFs on the Mobile App
With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic
EDITIONS
walks you through the process for the Field Service mobile app.
To use Document Builder on the Field Service mobile app, you must add the Service Report related Available in: Lightning
list to the Service Appointment page layout assigned to your mobile user’s profile. You must also Experience.
create default templates for Work Order, Service Appointment, and Work Order Line Item.
The Field Service core
You must grant all users who generate PDFs access to the ServiceReportLanguage field features, managed
on the Work Order object. You can grant access to this field by enabling Field Level Security settings. package, and mobile app
See Field Permissions. are available in Enterprise,
Unlimited, and Developer
Before generating service document PDFs on the Field Service mobile app, enable push notifications
Editions.
on your device. Document Builder uses push notifications to let you know your PDF is ready and
error messages let you know when something’s gone wrong.
1. Go to a work order, work order line item, or service appointment. Here, we demonstrate with USER PERMISSIONS
a work order. To create service document
2. Click the Actions launcher, and then Create Service Document PDFs on the mobile app:
You’re redirected to a preview of the Work Summary template, which shows the customer • Field Service permission
details and work completed and prompts you to collect a signature from the customer. set license for mobile
AND Document Builder
3. Collect the required customer signature by having them type and sign their name.
4. If you can’t collect the signature, click Can’t Collect Signature and provide a reason. For
example, you can record that the representative wasn’t present.
5. Click Save, and then click Generate Document on the following window.
A popup notifies you when the document generation is complete. If you don’t see a popup and the process taking a long time, pull
down to refresh the page. If you’re offline, your document is added to a queue.
6. Click the notification, which takes you back to the Field Service mobile app, where you can see the final PDF of the work summary.
This PDF is accessible from the overview tab on the given work order.
If you haven’t set a field value or default template, mobile workers can’t generate a document. When they click New Service
Document, they get an error message.
SEE ALSO:
Generate Service Document PDFs on the Desktop Site
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Salesforce Field Service Manage Field Service Outcome-Based Contracts
Translate Service Documents in Document Builder
With Document Builder, translate service documents into any language supported by the Salesforce
EDITIONS
platform. Specify different languages for different records to translate the document to the preferred
language of individual customers. Available in: Lightning
1. From Setup, enter Translation Workbench in the Quick Find box, and then select Experience.
Translation Language Settings.
The Field Service core
2. Enable Translation Workbench features, managed
3. To add a language, select Add. package, and mobile app
are available in Enterprise,
4. Select the languages you want to support for each user from the dropdown list and identify Unlimited, and Developer
which users you want to be able to translate using those languages. Editions.
5. From the Object Manager in Setup, select Work Order.
Note: Languages are set on work orders only. All service appointments under a work USER PERMISSIONS
order are translated into the same language.
To create service documents
with Document Builder:
6. In the Page Layouts section, add the Service Report Language field. The languages you chose
• Field Service Document
in Translation Workbench are shown in the Service Report Language field’s dropdown list.
Builder Dispatcher, Field
7. When generating a service document with Document Builder, select your preferred language Service Document
from the Service Report Language field. Builder Mobile, OR Field
Service Document
To test service document translation, generate a service document from the work order or a child Builder Standard
service appointment. When you preview the PDF, the service document is translated into the permission sets
language you selected.
SEE ALSO:
Generate Service Document PDFs on the Desktop Site
Generate Service Document PDFs on the Mobile App
Manage Field Service Outcome-Based Contracts
With Outcome-Based Contracts, service providers can provide their customers with an easy way to
EDITIONS
assess the compliance of a service contract by letting them track and measure service outcomes.
Compliant service contracts ensure high quality of service and customer success. Available in: both Salesforce
Outcome-based contracts are result-based and focus on the outputs, quality, and outcomes of a Classic (not available in all
provided service. orgs) and Lightning
Experience
Service providers can provide their customers with measurable business KPIs to track and assess
the quality of service they’re getting. The Field Service core
features, managed
For example, letting customers track the charging speed of an electric vehicle ensures the on-time
package, and mobile app
replacement of its battery.
are available in Enterprise,
Tying the quality of service to the achievement of specific, measurable performance standards and Unlimited, and Developer
requirements also helps customers to better evaluate payment, contract extensions, or contract Editions.
renewals.
You can evaluate the compliance of a service contract by creating contract line outcomes that
capture data in an automated process that runs according to the criteria, frequency, and calculation method that you define.
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Salesforce Field Service Set Up Outcome-Based Contracts
When a service contract starts, the automated process records data and evaluates the compliance of the contract. The results that show
whether the contract is compliant appear in the Compliance Status field of the contract line outcome.
Set Up Outcome-Based Contracts
Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and create recordset filter criteria that
allow you to define the criteria to evaluate contract compliance.
Create Contract Line Outcomes for Outcome-Based Contracts
Create and monitor contract line outcomes for Outcome-Based Contracts to easily evaluate the compliance of service contracts.
Set Up Outcome-Based Contracts
Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and
EDITIONS
create recordset filter criteria that allow you to define the criteria to evaluate contract compliance.
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Assign User Permissions
Give users access to Outcome-Based Contracts.
USER PERMISSIONS
1. Assign users basic access permissions to create and manage contract line outcomes.
To enable permissions:
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
• Manage Profiles and
b. Select the relevant profile, and then click Edit. Permission Sets
c. In Standard Object Permissions, enable basic access permissions for contract line outcomes. To edit field-level security for
fields:
2. Set the field-level security of the Service Contract and Recordset Filter Criteria fields on the • Customize Application
Contract Line Outcome object.
a. From the object management settings for contract line outcomes, go to Fields and
Relationships.
b. For both fields, click Set Field-Level Security and make the field-level security visible for the relevant profiles.
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Salesforce Field Service Create Contract Line Outcomes for Outcome-Based Contracts
Create Recordset Filter Criteria
Create recordset filter criteria for contract line outcomes. Recordset filter criteria allow you to define
USER PERMISSIONS
the criteria to evaluate contract compliance.
1. From the App Launcher, find and select Recordset Filter Criteria. To view, create, and update
recordset filter criteria:
2. Click New. • View, create, and edit on
3. Enter a name and a description. Asset, Contract Line
Outcome, Recordset
4. For Source Object, select Contract Line Outcome. Filter Criteria, and
5. For Filtered Object, select Asset. Recordset Filter Criteria
Rule AND Delete on
6. Select Active. Recordset Filter Criteria
7. In the Conditions section, select the relevant option for when the recordset filter criteria is valid. Rule
8. Add filter conditions.
a. For Criteria Field, select a numeric asset field or asset attribute.
b. Select the operator and the value to match on.
9. Save the recordset filter criteria.
Create Contract Line Outcomes for Outcome-Based Contracts
USER PERMISSIONS EDITIONS
To create contract line outcomes: Create on Contract Line Outcome Available in: both Salesforce
Classic (not available in all
To edit contract line outcomes: Edit on Contract Line Outcome
orgs) and Lightning
To delete contract line outcomes: Delete on Contract Line Outcome Experience
To view contract line outcomes: View on Contract Line Outcome The Field Service core
features, managed
To view contract line outcome data records: View on Contract Line Outcome package, and mobile app
To delete contract line outcome data records: Delete on Contract Line Outcome are available in Enterprise,
Unlimited, and Developer
Editions.
Create and monitor contract line outcomes for Outcome-Based Contracts to easily evaluate the
compliance of service contracts.
1. From the App Launcher, find and select Contract Line Outcomes.
2. Click New.
3. Enter a name and a description.
4. Select the contract line item associated with the contract line outcome.
5. Select the data capturing duration. Then, select the capture frequency and the calculation method. Data capturing runs according
to the frequency and calculation method you select.
Note:
• The contract line outcome’s start date can’t be before the contract line item’s start date or after the contract line item’s
end date.
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Salesforce Field Service Manage Field Service Optimization
• The contract line outcome’s start date must be in the present or in the future.
• The contract line outcome’s end date can’t be on or after the contract line item’s end date.
6. Select a recordset filter criteria. The recordset filter criteria allows you to define the criteria to evaluate contract compliance.
7. Save the contract line outcome.
8. In the Contract Line Outcomes list view, you can edit or delete a contract line outcome.
You can edit these fields only if the contract line outcome’s start date hasn’t passed and if no contract line outcome data records
are associated with it.
• Recordset Filter Criteria
• Start Date
• End Date
• Capture Frequency
• Calculation Method
Note: Deleting a contract line outcome deletes all the contract line outcome data records associated with it.
You can view the details of a contract line outcome to check the compliance of your service contract. The contract line outcome’s
automated process performs data capturing according to the criteria, frequency, and calculation method that you define. It then evaluates
the compliance of the service contract. The Compliance Status field indicates whether the contract is compliant. After data capturing is
complete, the next data capture date is shown according to the capture frequency that you define.
Contract line outcome data records are created as part of the contract line outcome’s automated process of data capturing. These records
include the captured data information and the calculation value for a specific data capture run on a specific date.
Note: You can delete a contract line outcome data record only if the associated contract line outcome’s end date has passed.
Manage Field Service Optimization
Use schedule optimization to create an optimal schedule and help comply with service-level
EDITIONS
agreements while minimizing travel time, overtime, costs, and no-shows.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Manage Scheduled Jobs in Field Service Experience
Optimize your team’s Field Service schedule for one or more service territories across a specified
The Field Service core
range of days. You can configure the optimization to run automatically, for example, every night features, managed
or several times a day, or run it as needed. package, and mobile app
Optimize Your Schedule from the Field Service Dispatcher Console are available in Enterprise,
Optimize your team’s Field Service schedule by running optimization directly from the dispatcher Unlimited, and Developer
console for one or more territories. Use optimization to handle last-minute changes to your Editions.
schedule. Manual optimization is ideal for handling cancellations, appointments that got
dropped from the Gantt and need to be rescheduled, and high-priority last-minute
appointments. It’s especially useful when selecting a scheduling policy that uses in-day optimization, which can optimize your
schedule in as little as 5 minutes.
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Salesforce Field Service Manage Field Service Optimization
Optimize Today’s Field Service Schedule
Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule for one or more service territories
on the day of service by manually running the optimization from the dispatcher console. You can also run in-day optimization
automatically several times a day using scheduled jobs, or run jobs manually, as needed.
Optimize a Single Field Service Resource’s Schedule
In Field Service, when last-minute developments occur like canceled jobs, lateness, or emergencies, optimize an individual service
resource’s schedule to design the best schedule for them.
Optimization Horizon
Specify a time period for your Field Service optimization requests to focus optimization processing on the required dataset.
Monitor Field Service Schedule Optimization Requests
Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab.
Field Service Enhanced Scheduling and Optimization Error Messages
Error messages indicate that something is blocking the operation or automation of scheduling and optimization services. Errors can
occur due to operational issues, invalid data, logic configuration, or incorrect setup.
Gain Visibility into Optimizations with Field Service Optimization Insights
In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves utilization. As you refine a scheduling
policy, view a snapshot of optimization results and KPI changes.
Get Information on Optimization with Field Service Optimization Center
Optimization Center is where you can find all features related to monitoring Field Service activities and troubleshooting issues. It
gives you visibility into how Field Service is used and how it affects your business.
Explore Metrics in Field Service Optimization Hub
View Optimization Hub to learn what improvements optimization made to the scheduling of service appointments across multiple
territories and how to get the best results from optimization.
Get Recommendations with Field Service Appointment Insights (Beta)
Learn how Appointment Insights can help you improve the scheduling of service appointments. Appointment Insights helps you
understand why a service appointment can’t be scheduled and which work rules are preventing its scheduling.
SEE ALSO:
Get Ready for Scheduling and Optimization
Adopt and Implement Field Service Enhanced Scheduling and Optimization
Work in the Field Service Dispatcher Console
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Salesforce Field Service Manage Scheduled Jobs in Field Service
Manage Scheduled Jobs in Field Service
Optimize your team’s Field Service schedule for one or more service territories across a specified
EDITIONS
range of days. You can configure the optimization to run automatically, for example, every night
or several times a day, or run it as needed. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Manage Scheduled Jobs When Using Enhanced Scheduling and Optimization
The Field Service core
To automatically run optimization jobs regularly, you can set up scheduled jobs. features, managed
Scheduled Jobs Operation package, and mobile app
The scheduled jobs parameters determine the scope of data included in the optimization are available in Enterprise,
request, such as which service resources and service appointments are included in the request, Unlimited, and Developer
and the optimization horizon. The optimization horizon is the range of days is considered as Editions.
available for scheduling.
Manage Scheduled Jobs When Not Using Enhanced Scheduling and Optimization USER PERMISSIONS
To automatically run optimization jobs regularly, you can set up scheduled jobs.
To optimize from the
dispatcher console:One of
these custom permission
Manage Scheduled Jobs When Using Enhanced Scheduling sets:
and Optimization • FSL Admin Permissions
To automatically run optimization jobs regularly, you can set up scheduled jobs. • FSL Dispatcher
Permissions
1. Optionally, exclude service appointments with certain statuses from being changed during
schedule optimization by defining criteria to pin them in place. To create a scheduled job:
• FSL Admin Permissions
a. From the App Launcher, find and open Field Service Admin, and then click Field Service custom permission set
Settings.
b. Under Optimization, click Logic.
c. Scroll to Global Optimization and from Pin Criteria select the service appointment statuses to exclude from schedule optimization.
d. Save your changes.
The settings apply to optimizations that dispatchers run manually or in a scheduled job.
2. Optionally, define a default value to show in the Keep Scheduled Criteria field in the Scheduled Jobs tab and in the Optimize window
in the dispatcher console. This field prevents service appointments with certain values from being dropped from the schedule during
optimization, but it enables them to be moved to a different time slot or resource.
Note: If a service appointment matches the criteria you define but violates a rule, it’s pinned and isn’t optimized.
a. From the App Launcher, find and open Field Service Admin, and then click Field Service Settings.
b. Under Optimization, click Logic.
c. Scroll to Global Optimization and from Keep Scheduled Criteria, select the service appointment value to show by default.
d. Save your changes.
The settings apply to optimizations that dispatchers run manually or in a scheduled job.
3. Open the Scheduled Jobs tab.
4. Click New Job.
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Salesforce Field Service Manage Scheduled Jobs in Field Service
5. Give the job a unique name, and for Automator Type, select Enhanced Optimization.
6. In the General tab:
a. Add up to 10 time periods, within 30 days.
From Day is the first day of data that is fetched. To Day is the last day of data that is fetched. Day 0 refers to today from 00:00 to
11:59 PM, according to the user’s time zone. If you enter overlapping days, the data is loaded twice resulting in possible errors.
For example, if you define a value of 0 for From Day and To Day on the General tab, and define a recurring job on the Schedule
tab to run each day at 6:00 PM, an optimization request is created and runs each day at 6:00 PM. The optimization horizon is 24
hours, from midnight the day the request is triggered to midnight the next day. You can also configure multiple time periods
by using the + icon. For example, you can have From Day 0 to Day 6 and then select the + icon to add another period From day
7 to day 14. This configuration lets you optimize a two-week period in one optimization job but with two separate optimization
requests.
Specifying multiple time periods in the same job lets you set up one job for multiple optimization horizons instead of setting
up separate jobs for each horizon. Each time period generates its own optimization request and runs in parallel. The time periods
also allow you to create a job that optimizes future dates.
Note: You can’t define overlapping time periods if Enable optimization overlaps prevention is enabled in Field Service
Settings (enabled by default).
For Example, if all service appointments have arrival windows, set up time periods for individual days. The arrival windows force
the service appointments to be scheduled on a specific day, and they can’t be scheduled by another optimization request running
for a different time period. That way, the optimization focuses only on relevant options and results in a more optimized schedule.
If your optimization horizon includes more appointments than the allowed amount per optimization request, split the job into
time periods. That way, each optimization request is within the limit.
b. Select a scheduling policy. This scheduling policy is applied to the entire scheduled job unless you specify scheduling policies
for individual territory groups in the Territory tab.
c. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized.
d. In Email Recipient Username, enter the username, and then select from the list. The field shows the email address. Use an email
address where you want optimization job failure messages to be sent.
7. In the Territory tab:
a. Search for and select up to 200 service territories and create a group. Only active service territories with Enhanced Scheduling
and Optimization enabled are available for selection.
b. Create up to 50 groups.
c. Select a scheduling policy for each group.
Note: Each optimization request includes all the service territories in the group for each time period defined in the General
tab. For example, if you have three time periods and five groups, 15 optimization requests run.
8. In the Schedule tab:
a. Select the frequency.
b. If this job is a recurring job, enter the details.
9. If your optimization job is ready to run, activate the job.
10. Save your changes.
11. To run the job immediately without waiting for the scheduled time, click Run Now.
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Salesforce Field Service Manage Scheduled Jobs in Field Service
Scheduled Jobs Operation
The scheduled jobs parameters determine the scope of data included in the optimization request, such as which service resources and
service appointments are included in the request, and the optimization horizon. The optimization horizon is the range of days is considered
as available for scheduling.
The horizon of an optimization request is always in full calendar days (00:00-23:59), and is determined by the From Day and To Day fields
in the General tab, where day 0 is today, day 1 is tomorrow, and so on.
The horizon days are in the timezone of the user who creates the scheduled job not the timezone of the optimized service territories.
Service resources are included in the optimization request if they have an active service territory membership (primary, secondary, or
relocation) in one of the territories included in the optimization request territory group (Territory tab). The service resource territory
membership start and end dates must overlap with the optimization horizon.
Service appointments are included in the optimization request if:
• Their territory is included in the optimization request territory group (Territory tab).
• Their Earliest Start Permitted and Due Date overlap with the optimization horizon. If the Arrival Window Start and Arrival Window
End fields are populated, these values are used instead of Earliest Start Permitted and Due Date.
• They match the filter criteria defined in Filter by Criteria.
Or
• They are already assigned to one of the service resources in the optimization request, within the optimization request horizon.
Example: Consider this scheduled job configuration:
From Day = 0
To Day = 3
Filter by Criteria = None
Territory group = Los Angeles, San Francisco
An optimization job is scheduled to start every night at 2:00 AM in the Los Angeles timezone (Pacific Daylight Time).
When the jobs starts at 2:00 AM on January 20 (the night between January 19 and January 20), the optimization request includes:
• Service resources with Los Angeles or San Francisco service territory memberships, Start Date earlier that January 24, and End
Date earlier or equal to January 20 (time part of the date fields is ignored).
• Service appointments with:
– Territory Los Angeles or San Francisco
– Arrival Window Start or Earliest Start Permitted before Jan 24, 00:00 AND
– Arrival Window End and Due Date after Jan 20, 00:00
– Or
– Assigned Resource is one of the collected service resources in the optimization request, and the Scheduled Start is between
Jan 20, 00:00 PM and Jan 23, 11:59 PM.
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Salesforce Field Service Manage Scheduled Jobs in Field Service
Considerations
• The optimization requests that run for each group within each time period are counted toward the schedule optimization request
limits detailed in Schedule Optimization Request Limits on page 11. The entire scheduled job is counted as one job toward the
limitation detailed in Platform Limits Affecting Field Service, regardless of the number of groups in the job. If you set up a recurring
schedule that runs every x minutes, multiple scheduled jobs are created accordingly. For example, if you set it up to recur every 15
minutes, this is counted as 4 scheduled jobs. Setting up groups with scheduling policies helps you avoid reaching your org limits.
• For enhanced scheduled jobs, you can't define overlapping time periods if Enable optimization overlaps prevention is enabled in
Field Service Settings (enabled by default).
• Optimization applies only to service appointments whose parent appointment is a work order or work order line item.
• Global optimization attempts to reschedule appointments that have rule violations. If it doesn’t manage to reschedule them, the
appointments remain unscheduled.
• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time
= Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled.
• The same service appointments can appear in multiple optimization requests, possibly resulting in incorrect results.
• If you edit the name of the job, the groups are deleted. To avoid this issue, before editing the name, refresh your browser.
Manage Scheduled Jobs When Not Using Enhanced Scheduling and Optimization
To automatically run optimization jobs regularly, you can set up scheduled jobs.
1. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization.
a. From the App Launcher, find and select Field Service Admin, and then click Field Service Settings.
b. Under Optimization, click Logic.
c. Under Global Optimization, select the service appointment statuses to exclude from schedule optimization.
d. Save your changes. The settings apply to optimizations that you run manually or in a scheduled job.
2. Open the Scheduled Jobs tab.
3. Click New Job.
4. Give the job a unique name, and for Automator Type, select Optimization.
5. Enter the optimization job’s details.
a. Select the territories to optimize. We recommend including no more than 100 territories in a job.
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Salesforce Field Service Manage Scheduled Jobs in Field Service
b. (Optional) If you selected multiple territories, select Optimize in stages underneath the territory list. In the Territories Per Stage
field, enter the number of territories to optimize at a time. These settings help you stay within the scheduled jobs queue maximum
of 100 items, and don’t affect optimization time. We recommend keeping this number low to avoid reaching optimization limits.
c. For the time horizon, enter the number of days to optimize.
d. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized.
e. Select a scheduling policy to guide the optimization.
f. Enter an email address where you want optimization job failure messages to be sent.
g. Select the frequency and schedule.
h. If your optimization job is ready to run, activate the job.
i. To run the job immediately without waiting for the scheduled time, click Run Now.
j. Save your changes.
Considerations:
• Optimization applies only to service appointments whose parent appointment is a work order or work order line item. Only active
territories included in the scheduled optimization job are optimized.
• Global optimization doesn’t reschedule appointments that have rule violations. Unschedule those appointments and reschedule
them.
• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time
= Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled.
• Emails are sent only when optimization jobs fail to initiate. If the optimization job succeeds or fails in a later stage, an email isn’t sent.
Considerations for Optimization Run Time:
Optimization run time corresponds to the thoroughness of a scheduled optimization job. The higher the run time, the closer you get to
an optimal schedule.
To set your preferred optimization run time, from the App Launcher, find and open the Field Service Admin app. Click Field Service
Settings > Optimization > Logic. In the Optimization run time per service appointment field, select Low, Medium, or High, and
save your changes. You can decide to change your run time before a particular optimization job.
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Salesforce Field Service Manage Scheduled Jobs in Field Service
For better-quality results, use High. For quicker results, use Low. In many cases, Low is enough to produce a satisfactory schedule.
Regardless of your run time setting, run time never exceeds two hours. The run time ratio for Low:Medium:High is 1:2:3, so High-level
optimization takes three times as long as Low-level optimization.
Longer run times can be beneficial in the following scenarios.
• Many candidates per service appointment—Service resources are considered candidates for a service appointment if they comply
with the applied scheduling policy’s work rules. For example, a scheduling policy can require candidates to be working in the relevant
service territory in the required time, to have the required skills, and to have a home base that is within the maximum travel range
from the service appointment. If a service appointment has many candidates, a longer run time allows the optimizer to consider
more scheduling options.
• Service resources start their day from a centralized service depot—When many service resources start from the same place and
could potentially be routed to the same appointments, more run time helps the optimizer determine the optimal routes.
• Service appointments have the same priority—Higher-priority service appointments serve as anchors during optimization and
narrow down scheduling options. When all, or most, service appointments have the same priority, more time is needed to determine
the optimal routes.
• Complex work A complex work chain is a chain of related service appointments. The dependency could be the chronological order
of the service appointments, or that they have to be done by the same service resource. Complex work requires more computation
time. If complex work is common, consider allowing more run time.
• Street-Level Routing (SLR)—Aerial travel times require a quick arithmetic calculation. For SLR, the optimizer requires additional time
to fetch travel times from a GIS server. However, as optimization continues to be used, Field Service learns your service territories’
SLR travel times and grows more efficient. When optimizing a new service territory, a longer run time is recommended.
Note: If optimization runs longer than your org’s session timeout value, it gets stuck in the In Progress status. The optimization
job fails, resulting in an error when it tries to deliver the results to your Salesforce org.
To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time.
SEE ALSO:
Field Service Limits and Limitations
Optimize a Single Resource’s Schedule
Monitor Optimization Requests
Optimize Your Schedule from the Field Service Dispatcher Console
Prevent Overlapping Field Service Optimization Requests
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Salesforce Field Service Optimize Your Schedule from the Field Service Dispatcher
Console
Optimize Your Schedule from the Field Service Dispatcher Console
Optimize your team’s Field Service schedule by running optimization directly from the dispatcher
EDITIONS
console for one or more territories. Use optimization to handle last-minute changes to your schedule.
Manual optimization is ideal for handling cancellations, appointments that got dropped from the Available in: both Salesforce
Gantt and need to be rescheduled, and high-priority last-minute appointments. It’s especially useful Classic (not available in all
when selecting a scheduling policy that uses in-day optimization, which can optimize your schedule orgs) and Lightning
in as little as 5 minutes. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
1. On the appointment list’s action menu, select Optimize.
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To optimize from the
dispatcher console:One of
these custom permission
sets:
• FSL Admin Permissions
• FSL Dispatcher
Permissions
To use the Keep Schedule
Criteria field in the
dispatcher console:
• FSL Keep Scheduled
Criteria
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Salesforce Field Service Optimize Your Schedule from the Field Service Dispatcher
Console
2. Select the service territories. You see only territories that are selected in the dispatcher console.
3. Select the start and end dates of the horizon you want to optimize. The default is the horizon shown in the dispatcher console. To
avoid scheduling conflicts, it’s recommended to run optimizations for the current day, and at the most for two days.
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Salesforce Field Service Optimize Your Schedule from the Field Service Dispatcher
Console
4. Select whether you want to optimize only appointments that aren’t scheduled or both scheduled and unscheduled appointments.
When you select only unscheduled appointments, appointments that are already scheduled are pinned.
5. Select a scheduling policy.
Note: It’s recommended to select a policy that uses in-day optimization as it takes a maximum of 5 minutes, while other
policies run for several hours.
6. To specify the type of appointments to optimize, select optimization criteria. Only appointments that meet the criteria are optimized.
For example, you can optimize only those appointments defined as In Jeopardy or Emergency.
7. If you’re using Enhanced Scheduling Optimization and have permission, define the criteria to keep appointments scheduled during
optimization. For example, you can ensure that critical appointments with customer commitments are optimized but are never
removed from the Gantt. These appointments can move to a different time slot or resource but remain scheduled.
Note: If a service appointment matches the criteria you define, but it violates a rule, it’s pinned and isn’t optimized.
8. Click Optimize. The Gantt is shaded in green and is locked during optimization.
SEE ALSO:
Manage Scheduled Jobs in Field Service
Manage Scheduled Jobs in Field Service
Create and Manage Field Service Scheduling Policies
Optimize a Single Field Service Resource’s Schedule
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Salesforce Field Service Optimize Today’s Field Service Schedule
Optimize Today’s Field Service Schedule
Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule
EDITIONS
for one or more service territories on the day of service by manually running the optimization from
the dispatcher console. You can also run in-day optimization automatically several times a day Available in: both Salesforce
using scheduled jobs, or run jobs manually, as needed. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Schedule optimization in Field Service comes in a few different flavors. While global optimization is
The Field Service core
the most powerful and thorough option, it can take several hours to complete. In-day optimization
features, managed
is ideal for handling in-day schedule changes such as last-minute appointments that must be
package, and mobile app
handled immediately or cancellations leading to gaps in the schedule. It runs for up to 5 minutes
are available in Enterprise,
for Enhanced Scheduling and Optimization, and up to 10 minutes if you’re not using Enhanced Unlimited, and Developer
Scheduling and Optimization, making it efficient for meeting on-demand schedule changes. You Editions.
can use in-day optimization to optimize multiple days of the schedule, but it’s best suited for
addressing last-minute issues by running on the current day’s appointments or at most over 2 days.
USER PERMISSIONS
If you’re not using Enhanced Scheduling and Optimization, in-day optimization is available only if
optimization is turned on. To configure scheduling
1. Create a scheduling policy from Guided Setup or by clicking New from the Scheduling Policies policies:
tab. To open Guided Setup, from the App Launcher, find and open the Field Service Admin • Custom permission set:
FSL Admin Permissions
app. Click Field Service Settings > Go to Guided Setup > Customize Scheduling Policies.
To run in-day optimization:
2. To configure a scheduling policy to use in-day optimization rather than the default global One of these custom
optimization, select In-Day Optimization on the policy. You may need to add this field to the permission sets:
scheduling policy page layout.
• FSL Admin Permissions
• FSL Dispatcher
Permissions
3. If you selected In-Day Optimization, we recommend adding “In-Day” to the name of this policy for easy identification when creating
jobs or running optimizations from the dispatcher console.
4. Save the policy.
5. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization by defining criteria
to pin them in place.
547
Salesforce Field Service Optimize Today’s Field Service Schedule
a. From the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings > Optimization >
Logic.
b. Scroll to In-Day Optimization, and from Pin Criteria, select the service appointment statuses to exclude from schedule optimization.
c. Save your changes.
The settings apply to optimizations that dispatchers run manually or in a scheduled job.
6. Optionally, define a default value to show in the Keep Scheduled Criteria field in the Scheduled Jobs tab and in the Optimize window
in the dispatcher console. This field prevents service appointments with certain values from being dropped from the schedule during
optimization, but it enables them to be moved to a different time slot or resource.
a. From the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings.
b. Under Optimization, click Logic.
c. Scroll to In-Day Optimization, and from Keep Scheduled Criteria, select the service appointment value to show by default.
d. Save your changes.
The settings apply to optimizations that dispatchers run manually or in a scheduled job.
Note: If a service appointment matches the criteria you define but violates a rule, it’s pinned and isn’t optimized.
7. Apply the in-day policy to scheduled jobs and define that job to run several times a day.
8. Let your dispatchers know that the optimization job can result in changes to the schedule if a more optimal schedule is created as
a result of running the job. And remind them that they can select the in-day policy from the Optimize window in the dispatcher
console.
SEE ALSO:
Optimize Your Schedule from the Field Service Dispatcher Console
Manage Scheduled Jobs in Field Service
548
Salesforce Field Service Optimize a Single Field Service Resource’s Schedule
Optimize a Single Field Service Resource’s Schedule
In Field Service, when last-minute developments occur like canceled jobs, lateness, or emergencies,
EDITIONS
optimize an individual service resource’s schedule to design the best schedule for them.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
1. Optionally, exclude service appointments with certain statuses from being changed during orgs) and Lightning
resource schedule optimization. Experience
a. From the App Launcher, find and open the Field Service Admin app, and then click Field The Field Service core
Service Settings > Optimization > Logic. features, managed
b. Scroll to Resource Schedule Optimization and from Pin Criteria select service appointment package, and mobile app
statuses to exclude from resource schedule optimization. are available in Enterprise,
Unlimited, and Developer
Service appointments with a selected status aren’t scheduled, unscheduled, or rescheduled
Editions.
during resource schedule optimization. We recommend leaving the Dispatch status
deselected so dispatched work can be moved if a previous job runs late or emergency work
is needed. USER PERMISSIONS
2. Optimize any service resource’s schedule. To see Resource Schedule
Optimization on the Gantt:
a. From the dispatcher console, click the action menu of the resource whose schedule you • Resource Schedule
want to optimize. Optimization custom
permission
b. Click Resource Schedule Optimization.
c. Define the scope of your optimization. Service appointments are scheduled only within the
dates you select, but candidate service appointments can come from outside the time frame.
Note: Resource Schedule Optimization loads all unscheduled service appointments meeting the time criteria, regardless
of the service resource’s service territory memberships. This means that unscheduled appointments from all service
territories are loaded based on the time criteria, which can exceed the maximum allowed number of service appointments
per optimization request (5,000). To avoid reaching this limit, filter your service appointments based on additional criteria.
d. If you select Only optimize unscheduled appointments, only unscheduled service appointments are considered, and all
scheduled service appointments are pinned (unmovable). If the setting is deselected, all service appointments within the time
frame that meet the criteria are considered during optimization.
e. To optimize your schedule based on rules and objectives defined by your company, select a scheduling policy. If no scheduling
policy is provided, resource schedule optimization fails.
f. Select which category of service appointments are considered as candidates to be scheduled in the optimization process.
g. In Keep these appointments scheduled, select which service appointments must remain on the schedule during resource
schedule optimization. Keep in mind that resource schedule optimization fails if more than 50 appointments must remain
scheduled. The optimization can move and reschedule the kept appointments. If the resulting schedule doesn’t include all the
service appointments marked to keep scheduled, resource schedule optimization fails. To optimize, give these appointments a
much higher priority than the other appointments or try to run optimization on more days.
h. Select whether only service appointments scheduled to the resource are considered in the optimization process. If you don’t
select the checkbox, unscheduled service appointments, appointments scheduled to the resource, and appointments scheduled
to other resources are considered during optimization. When using Enhanced Scheduling and Optimization, if you select to only
schedule appointments to the resource, both unscheduled service appointments and appointments scheduled to the resource
are considered. When not using Enhanced Scheduling and Optimization, only service appointments scheduled to the resource
are considered, such that this checkbox overrides Only optimize unscheduled appointments.
549
Salesforce Field Service Optimization Horizon
i. Click Optimize.
You can also set up scheduling preferences to automatically run resource schedule optimization in response to common scheduling
events, like appointment overlaps or cancellations. To learn how, see Create Scheduling Recipes for Common Events.
Note:
• Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule
optimization. For example, a partial chain of a scheduling dependency is excluded.
• Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval.
• You can’t run resource schedule optimization on capacity-based resources.
SEE ALSO:
Manage Scheduled Jobs When Not Using Enhanced Scheduling and Optimization
Monitor Field Service Schedule Optimization Requests
Optimize Your Schedule from the Field Service Dispatcher Console
Optimization Horizon
Specify a time period for your Field Service optimization requests to focus optimization processing
EDITIONS
on the required dataset.
The optimization horizon defines the time period of data sent to the engine to be optimized as Available in: both Salesforce
well as the time period in which appointments can be scheduled. The data consists of the service Classic (not available in all
resources active during that time, operating hours, shifts, service appointments, and any other data orgs) and Lightning
that must be considered when building a schedule. An optimization horizon is specified in any of Experience
these scheduling services. The Field Service core
• Global or In-day optimization from the dispatcher console features, managed
• Resource Schedule Optimization package, and mobile app
are available in Enterprise,
• Optimization of scheduled jobs Unlimited, and Developer
• Optimization methods in the OAAS class Editions.
Consider these two aspects when understanding which service appointments are sent to
optimization within the optimization horizon:
Total Set of Service Appointments Sent to Optimizer
The optimizer needs information on the service appointments that can affect scheduling decisions, including appointments that can’t
be optimized, such as pinned service appointments and service appointments not meeting filter criteria. For example, service appointments
in a Completed status are sent to optimization, even though the optimization engine can’t move these appointments. The engine still
needs information about the Completed service appointment to create a schedule around it.
Knowing the total number of service appointments sent to optimization in an optimization request is important to estimate any impact
on optimization limits. See Field Service Limits and Limitations. The criteria of service appointments sent to optimization can be defined
as:
• Service Appointments that aren’t assigned to a service resource:
– Earliest Start Permitted < Optimization Horizon End + 24 hours AND
– Due Date > Optimization Horizon Start - 24 hours
• Service Appointments that are assigned to a service resource:
550
Salesforce Field Service Optimization Horizon
– Scheduled Start < Optimization Horizon End + 24 hours AND
– Scheduled End > Optimization Horizon Start - 24 hours
Note: To enhance scheduling efficiency, the optimization engine includes service appointments up to 24 hours before or after
the specified optimization horizon. This ensures that the engine considers nearby appointments that can influence the schedule,
for example, service appointments with complex work dependencies. The optimization request doesn’t modify service appointments
outside the horizon.
Service Appointments That Can Be Optimized
The criteria for service appointments eligible to be optimized are defined as:
Service appointments that aren’t assigned to a service resource:
• Without an arrival window:
– Earliest Start Permitted < Optimization Horizon End AND
– Due Date > Optimization Horizon Start
• With an arrival window:
– Earliest Start Permitted < Optimization Horizon End AND
– Due Date > Optimization Horizon Start AND
– Arrival Window Start < Optimization Horizon End AND
– Arrival Window Start > Optimization Horizon Start
Service appointments that are assigned to a service resource:
• Scheduled Start < Optimization Horizon End AND
• Scheduled End > Optimization Horizon Start
Some considerations for service appointments that can be optimized.
• Service appointments classified as pinned and service appointments that don’t meet filter criteria aren’t optimizable.
• Service appointments included in the dataset but not in the list of service territories to be optimized can’t be optimized.
• When you’re not using Enhanced Scheduling and Optimization, rule-violating service appointments can’t be optimized. When you’re
using Enhanced Scheduling and Optimization, the engine can find an acceptable schedule for rule-violating service appointments
or drop these appointments from the schedule.
• Service appointments defined with Keep Scheduled Criteria can be optimized, but the optimization request can’t unschedule these
appointments.
Note: Administrators can decide to allow or abort overlapping optimization horizons through configuration. See Manage
Optimization Conflicts.
SEE ALSO:
Field Service Limits and Limitations
Manage Scheduled Jobs in Field Service
Optimize Today’s Field Service Schedule
Optimize a Single Field Service Resource’s Schedule
Keep Important Appointments Scheduled During Optimization (Beta)
OAAS Class
551
Salesforce Field Service Monitor Field Service Schedule Optimization Requests
Monitor Field Service Schedule Optimization Requests
Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization
EDITIONS
Requests custom tab.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
From the Optimization Requests tab orgs) and Lightning
Create a custom tab for the Optimization Request object, and customize the list view to show Experience
useful fields like Status, Start, Finish, and Failure Reason. Click any request to view its details.
The Field Service core
Note: Add the Failure Details field and Notes and Attachments related list to the features, managed
optimization request page layout. These page elements give you a fuller view of the package, and mobile app
request. are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To cancel optimization
requests:
• Abort Optimization
Request custom
permission
Click an optimization request to show more information about the request, including who created, owns, and modified the request,
the scheduling policy, the criteria defined to keep appointments scheduled during optimization, the number of objects to schedule,
and the actual number of objects scheduled. For example, service managers can easily identify the user who initiated the global,
in-day, or resource schedule optimization request or who configured the scheduled job. The Owner field in the optimization request
shows the user’s name, providing insights into scheduling and optimization actions. This functionality facilitates system tracking,
troubleshooting, and traceability.
From the Gantt
Click the lightbulb icon at the top of the Gantt to view the status of recent optimization requests. When a global optimization request
is in progress, you can see a percentage-based progress bar and the option to cancel the request.
552
Salesforce Field Service Monitor Field Service Schedule Optimization Requests
In-day optimization progress appears below the Gantt’s time axis.
A percentage-based progress bar isn’t available for resource schedule optimization requests, but the resource’s row in the Gantt
changes color to indicate that optimization is in progress.
Why did my request fail?
Salesforce sometimes cancels optimization requests to protect the integrity of your schedule. Here are the most common reasons
a request fails.
• If a request stays in the same status for longer than the configured limit, it’s canceled. The limit varies depending on the status
and the type of optimization.
• If optimization runs longer than your org's session timeout value, it gets stuck in the "In Progress" status. The optimization job
fails, resulting in an error when it tries to deliver the results to your Salesforce org.
To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time.
553
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
• Scheduled optimization jobs can generate one or more JSON files. The request fails if a JSON file contains more than 6 million
characters.
To check whether an optimization job exceeded this limit, go to the Optimization Requests tab. Open the request associated
with the failed job, and click the value in the Optimization Data field. In the Notes and Attachments related list, open each JSON
file and check its character total.
If the Optimization Data field is empty, check the Error field for details. If the Error field is empty, contact Salesforce to learn more
about the failure.
• If simultaneous conflicting updates are made to the schedule while a request is open, the request is canceled. For example, this
can happen when you add or update appointments or resource absences that fall into the date range and service territory being
optimized.
• Resource schedule optimization fails if more than 50 service appointments are required to remain scheduled during the
optimization. To change which appointments must remain scheduled, select a different category in Keep these appointments
scheduled when you run the optimization. For example, if In Jeopardy is selected and more than 50 appointments are in jeopardy
for the selected time period, the request fails.
To review limits and limitations related to schedule optimization, see Field Service Limits and Limitations.
SEE ALSO:
Manage Scheduled Jobs in Field Service
Optimize a Single Field Service Resource’s Schedule
Field Service Enhanced Scheduling and Optimization Error Messages
Error messages indicate that something is blocking the operation or automation of scheduling and
EDITIONS
optimization services. Errors can occur due to operational issues, invalid data, logic configuration,
or incorrect setup. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Identify enhanced scheduling and optimization issues and their root cause with detailed error Experience
messages that provide insight into the underlying causes of the issue and promote self-sufficient
The Field Service core
troubleshooting. The error messages include relevant entity IDs, when applicable, and provide
features, managed
actionable guidance. This information aids service managers, implementers, and administrators in
package, and mobile app
resolving problems efficiently.
are available in Enterprise,
The table shows common errors that occur during scheduling and optimization operations. Unlimited, and Developer
Editions.
• Error label: Represents the error code for monitoring and statistical purposes.
• Error message: Includes text displayed in the user interface, logs, or activity reports (depending
on the specific operation). The message provides specific error details, including relevant entity IDs about the occurrence of the
error.
• Potential resolution: Suggests steps to mitigate the issue and prevent error recurrence. You can then adjust configurations or rectify
data to resolve the issue.
Note: Activity Reports provides information about all scheduling and optimization requests that you initiate. You can generate
an activity report for a specific request type, such as Global Optimization. If the request fails, the relevant error label shows in the
report output. This helps you easily identify and resolve the issue. See Review the History of Scheduling and Optimization Requests
with Activity Reports (Beta).
554
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Action_Not_Allowed_More_Than_One_Absence_Update_That_Involves_MDT We couldn't [action type: A resource absence can’t be
delete, insert, update] resource created or modified if it overlaps
absence because it affects more with multiple multiday service
than one multiday service appointments.
appointment: [SAID1, SAID2].
Make sure that your To fix this:
optimization request includes • Make sure that there is only
only one multiday service one multiday service
appointment and try again. appointment in the
optimization request.
Schedule the multiday work
manually and then pin it.
• Schedule the multiday work
manually and then pin it.
Canceled_SAs_Are_Not_Allowed_In_A_MST_Chain Can't schedule a complex work A complex work chain must be
chain [SA ID1, SA ID2, SA ID3,...] scheduled in its entirety to
that includes canceled service maintain all service
appointments. Remove the appointments together
dependency from service according to their dependencies.
appointment [SA ID] and try Partial scheduling of the complex
again. work chain isn’t supported. The
complex work chain is scheduled
as a whole, or not at all.
When a service appointment is
canceled, it can’t be assigned to
a service resource to ensure the
resource's availability for other
valid appointments. If any service
appointment within the complex
work chain can’t be scheduled,
such as when it's canceled, the
entire chain can’t be scheduled.
To fix this:
• Remove the canceled service
appointment from the
complex work chain by
ensuring it has no
dependencies on other
service appointments, and
that other appointments in
the chain aren’t dependent
on it.
• If necessary, update the
status of the canceled
555
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
service appointment based
on the configured
appointment status flow.
The service appointments within
the complex work chain can still
be manually scheduled and
pinned. If you manually schedule
these appointments, the
appointments are flagged as
rule-violating and removed by
the scheduling and optimization
processes, unless they’re pinned
or included in the Keep
Scheduled criteria.
Cannot_check_rule_validations_for_unscheduled_appointments Can’t check rule validations for Unscheduled service
service appointments that appointments aren’t subject to
aren’t scheduled: [SA ID1, SA scheduling rules compliance.
ID2, ...]. Fix the issue and try
again. To fix this, schedule the service
appointments and then check
rules, or avoid checking rules at
this time.
Cannot_found_the_invoked_Service_Appointment We couldn’t find the invoked To fix this, verify the validity of
service appointment [invoked the service appointment. If the
SA Id]. Fix the issue and try problem persists, contact
again. Salesforce support to open a
case.
Cannot_Query_TimeZone_For_OH We couldn't query the time You don’t have permission to
zone information for Operating access the operating hour’s time
Hours [OHID] because you zone.
don't have the required
permissions. Ask your To fix this, ask your Salesforce
Salesforce admin for help. admin to grant you access to
query operating hours.
Conflicting_Working_Territories There are conflicting Working The scheduling policy has
Territories work rules in your conflicting Working Territories
[Policy Name] scheduling work rules. This conflict can be
policy. Review and update the due to:
scheduling policy and try again.
• How the fields in the
Working Territories work
rules are defined.
556
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
• Overlapping criteria that the
Working Territories work
rules apply to.
To fix this, review the Working
Territories rules in the scheduling
policy and update the rule
definitions accordingly.
Cycles_Are_Not_Allowed_In_A_MST_Chain We couldn’t perform the Complex work chains can’t have
[requestType] request because circular dependencies within the
you can't have circular chain such that the service
dependencies between service appointment dependencies in
appointments that are part of the chain create a loop. For
a complex work chain. Fix the example, you can’t have service
dependencies and try again: appointment SA1 with the Same
[taskIDs] Start dependency on service
appointment SA2, while at the
same time service appointment
SA2 has a Start After Finish
dependency with service
appointment SA1. Or, service
appointment SA1 has a Start
After Finish dependency on
service appointment SA2, while
service appointment SA2 has a
Start After Finish dependency on
service appointment SA1.
To fix this, remove invalid
dependencies from service
appointments in the complex
work chain.
Enhanced_Match_No_Linking_Object We couldn’t perform the The Extended Match work rule
[ReqType] request because the functionality is based on linking
Extended Match work rule two objects via a junction object.
[ruleID] isn't configured See Work Rule Type: Extended
correctly. Add the Linking Match.
Object and try again.
To fix this, open the work rule
settings for the Extended Match
work rule identified in the error.
Make sure that the Linking
Object and Linking Object
Reference fields are set with the
correct values.
557
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
External_Identifier_is_missing We couldn’t find an external An external reference ID is the
identifier in the optimization transaction ID that is used
request. Add an external internally.
identifier. Or, ask your
Salesforce admin for help and To fix this, review your
provide the transaction ID: customizations and check that
[txID] each API call for optimization
request has the external
identifier set. Refresh and try
again, or contact your Salesforce
support to open a case.
Infeasible_SA_Partially_Overlaps_With_Out_Of_Domain_Complex_Work_SA We couldn’t perform the The service appointment
request because service overlaps with another service
appointment [service Id] appointment that’s part of a
[starts/ends] outside of the complex work chain.
horizon and partially overlaps
with a service appointment To fix this:
that has dependencies and is • Identify where the service
outside of the horizon. Fix the appointment overlaps with
issue and try again. a service appointment that’s
part of a complex work
chain, and reschedule the
service appointment
manually so that it doesn’t
overlap with it. We
recommend scheduling the
service appointment to a
non-rule-violating position.
• Unschedule the service
appointment and then
reschedule it using a
scheduling operation.
• Unschedule the whole
complex work chain and
reschedule it.
INVALID_FIELD We couldn't optimize the The platform integration user
schedule because the platform (PIU) doesn’t have the required
integration user is missing the access permission.
required permissions. Ask your
Salesforce admin for help. To fix this, make sure that the PIU
has the required access
permissions. Or, ask your
Salesforce admin for help.
558
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Json_Exceeds_Heap_Size_Limit We couldn’t schedule or Data loading is limited to 5000
optimize the service service appointments or 6000
appointments because you objects per request. The request
reached the data loading limit. has exceeded this limit.
Reduce the number of service
resources or service To fix this, reduce the number of
appointments in your request. objects sent in one of these
Or, ask your Salesforce admin ways:
for help. • Reduce the defined horizon.
• Reduce the number of
service territories sent in the
request.
• Apply criteria to the service
appointments that you want
to optimize in the request.
KeepApptScheduledFieldInvalidField <Field name> doesn’t exist or The Keep Scheduled
isn’t a boolean field. Enter a functionality is based on a
valid service appointment boolean field criteria. See
boolean field name. Manage Scheduled Jobs in Field
Service. The selected field name
doesn't exist or isn't a boolean.
To fix this, open the scheduling
service setting and make sure
the field selected for keeping
appointments scheduled is valid,
spelled correctly, and boolean.
Save your setting changes and
try again.
Missing_Default_Scheduling_Policy We couldn’t perform the Every scheduling action requires
[requestType] request because a scheduling policy. Scheduling
there’s no default scheduling actions triggered for the
policy set for the Dispatcher dispatcher console can’t be
Console UI in Field Service performed without a default
Settings. Ask your Salesforce scheduling policy defined for the
admin to define the default dispatcher console UI.
scheduling policy and try again. To fix this, ask your Salesforce
admin to define the default
scheduling policy.
Missing_Gap_Rule_For_STMS We couldn’t find the Resource Every scheduling and
Availability work rule in the optimization operation requires
[Policy Name] scheduling a scheduling policy that defines
policy for service territory the scheduling rules and
559
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
member [stmId]. Add the work objectives. Every scheduling
rule and try again. policy must include a Resource
Availability work rule to define
the resource’s working hours and
breaks.
To fix this:
• Open the scheduling policy
indicated in the error
message, and make sure a
Resource Availability work
rule is included. If you
already have a relevant
Resource Availability work
rule, you can select it, or you
can create a Resource
Availability work rule and
add it to the scheduling
policy.
• Make sure that the Resource
Availability work rule criteria
include the relevant service
resources for this policy.
Missing_object_permissions We couldn't [action type] the You don’t have the relevant
Service Appointment because permissions to perform the
you don't have permissions for action on the specified object.
the Service Appointment
object. Ask your Salesforce To fix this, ask your Salesforce
admin for help. admin to assign the relevant
permission to the specified
object type for users triggering
the optimization services on
those objects.
Missing_Schedule_Result We couldn't schedule service The system returned an empty
appointment [SA ID] because optimization result.
something went wrong in the
scheduling process resulting in To fix this, refresh and try again,
an empty schedule. Contact or contact your Salesforce
your Salesforce admin for help. support to open a case.
Missing_Scheduling_Policy We couldn’t perform the Every scheduling action requires
{request type} request because a scheduling policy. The
scheduling policy [scheduling scheduling policy sent as part of
policy ID] doesn’t exist. Make the scheduling operation
sure that the provided policy ID couldn't be found. This can
is valid, or set a default policy happen if the scheduling policy
560
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
in the Dispatcher Console UI in is deleted. Scheduling actions
Field Service Settings. triggered for the dispatcher
console can’t be performed
without a default scheduling
policy defined for the dispatcher
console UI.
To fix this, ask your Salesforce
admin to define the default
scheduling policy.
MST_Chain_Must_Contains_No_More_Than_X_Tasks We couldn’t perform the A complex work chain can have
[requestType] request because a maximum of 5 service
service appointment [taskId] is appointments in the chain,
part of a complex work chain otherwise it can’t be scheduled.
that includes more than [X-
parameter] service To fix this:
appointments. Drag the service • Schedule the long complex
appointment to schedule it. work chain manually and
then pin it.
• Split the long complex work
chain into 2 shorter complex
work chains.
NoCandidates We couldn't get candidates for To find candidates, you need a
the service appointment service resource that’s located in
because there aren't any service the area, has the relevant skills
resources that match the and availability, and complies
requirements. Fix the issue and with any relevant work rules set.
try again.
To fix this:
• Make sure you have service
resources in the area with
the relevant service territory
assigned as primary or
secondary during the
appointment’s time frame.
• Make sure there are service
resources that comply with
all the set work rules.
• Make sure you have service
resources with relevant
availability during the
appointment window time.
561
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
No_Operating_Hours_specified_in_request We couldn’t find operating Scheduling and optimization
hours in the [request Type] services require operating hours
request. Add operating hours data.
and try again.
To fix this, check that all service
resources have operating hours.
No_Primary_Or_Relocation_STMs We couldn't perform the Service resources must have a
[request type] request because primary service territory or a
service resource [resource ID] relocation service territory
doesn't have primary or assigned to them whenever
relocation service territory work is scheduled.
memberships between
[StartDate] and [EndDate]. To fix this, make sure that the
Define the service territory service resource has an assigned
memberships for this time primary service territory or
period and try again. relocation service territory within
the specified date range. We
recommend that you check that
the service resource always has
primary or relocation service
territory membership
No_Timeslots_in_AB_Operating_Hours We couldn't find any time slots This error indicates that there’s
for service appointment [SA ID] no overlap between when the
within the default operating relevant service resources are
hours [OH ID]. Define the time available to handle this service
slots and try again. appointment, and when the
service appointment can be
scheduled in terms of available
time slots.
To fix this, make sure that there’s
an overlap between the service
resource availability and when
the service appointment can be
scheduled.
• Review the operating hours
for the relevant service
resource candidates
(candidates with matching
skills and service territory
memberships).
• Make sure the time slots
overlap (coincide) with the
relevant service resources’
operating hours. If there’s no
562
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
overlap, update the
operating hours accordingly.
• Update the relevant service
resources’ operating hours
to overlap with the time
slots.
Not_Valid_C2C_Token We couldn't perform the To fix this, refresh and try again.
[request type] request because Or, ask your Salesforce admin for
there isn't a valid C2C token. help.
Ask your Salesforce admin for
help.
O2_Is_Not_Enabled_Error_Message We couldn't perform the Enhanced Scheduling and
[Request type] request because Optimization isn’t enabled.
Enhanced Scheduling and
Optimization isn't enabled. Ask To fix this, see Enable Enhanced
your Salesforce admin for help. Scheduling and Optimization.
O2_Rest_Utils_C2C_Error_Finish Contact your Salesforce admin An internal error occurred.
and provide them with this
error: <error message> To fix this, we recommend that
you try to trigger the action
again or contact your Salesforce
support to open a case.
O2_Rest_Utils_C2C_Error_Title Looks like there’s a problem An internal error occurred.
accessing the optimization
service. To fix this, we recommend that
you try to trigger the action
again or contact your Salesforce
support to open a case.
O2_Rest_Utils_Callout_Error_Title Schedule optimization An internal error occurred.
incomplete.
To fix this, we recommend that
you try to trigger the action
again or contact your Salesforce
support to open a case.
O2_Rest_Utils_Error_Operation_Called_Twice Can’t call the same service To avoid concurrency issues, you
more than once in the same can’t trigger the same service on
transaction. Service type: the same data more than once
[requestType]. Include this at any time
service type only once and try
again. To fix this, make sure only one
transaction is triggered at a time.
To identify who triggered an
operation, ask your Salesforce
563
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
admin to look at the Activity
Report.
Optimization_Request_Limit_Services We couldn't optimize the The optimization request
schedule because you reached exceeded the 5000 service
the limit of service appointment limit.
appointments per optimization
request (request ID). Reduce To fix this:
the number of service • Reduce the number of
appointments and try again, or service territories in the
ask your Salesforce admin for optimization request.
help. • Reduce the optimization
request horizon, or, if your
whole dataset must be
optimized, split the request
into 2 optimization requests.
Optimization_Request_Limit_Territories We couldn't optimize the The maximum number of service
schedule because you reached territories optimized in a request
the limit of service territories is 100. The optimization request
per optimization request exceeded this limit.
(request ID). Reduce the
number of territories and try To fix this, reduce the number of
again, or ask your Salesforce service territories in the
admin for help. optimization request. Or, if your
whole dataset needs to be
optimized, split the request into
2 optimization requests.
We recommended that you
review Manage Scheduled Jobs
When Using Enhanced
Scheduling and Optimization to
learn more.
Overlapping_Absences_Error_Details Can’t have overlapping breaks Breaks can’t overlap.
in your optimization horizon.
Remove the overlaps for To fix this, review the service
resource [Resource ID] during resource’s breaks within the
[Date range], and try again. horizon and identify the ones
that overlap. Change the breaks
so that they don’t overlap.
Overlapping_Shifts_Exception_Details We couldn't optimize the A shift (including the job and
schedule because the travel travel time, or resource absence)
time from the shift that ends at can’t overlap with the next shift's
[firstShiftEnd] overlaps with the job or travel time, or resource
next shift that starts at absence.
[secondShiftStart] for service
564
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
resource [invalidResourceId]. To fix this:
Shift times include the travel • Make sure that the addresses
time to and from home at the on the shifts and the home
expense of the service resource. base are well defined
Fix the issue and try again. without typos or mistakes.
• Make sure that the addresses
on the shifts and the
homebase were geocoded
properly and are valid
coordinates (latitude and
longitude).
• Change the location of the
shift to be closer to the
service resource’s home
base.
• Relocate the service resource
to a location closer to the
shift location.
• Change the service
resource’s home base if
relevant.
Overtime_Not_At_End_Of_Day_Error_Details Can’t have extended time slots The system supports overtime
that aren't at the end of the hours only at the end of the
working day. Fix the time slots service resource’s working hours.
for resource [Resource ID] on
[Date], and try again. To fix this, update the overtime
hours to be at the end of the
shift during the optimized
horizon.
Part_Of_Mst_Chain_Is_Infeasible We couldn't schedule the The system can’t move Pinned
complex work chain because service appointments.
service resource [ResID] has
appointments scheduled on A service appointment can be
[DateTimeID] that are pinned pinned in 2 ways:
and outside of the resource's • Each service appointment
working hours: [SA ID1, SA has a Pinned field. If this field
ID2,...]. Fix the issue and try is selected, the specific
again. service appointment can’t
be updated during
optimization and it stays in
its place.
• Implementers can define
specific statuses as pinned
statuses. All service
565
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
appointments in these
pinned statuses are treated
as pinned and can’t be
moved.
To fix this:
• Review the resource
specified on the date
indicated and identify the
service appointment that is
a part of the complex work
chain and pinned outside of
working hours.
• Unpin the service
appointment and move it
manually to be within
working hours (you can then
pin it again).
Pinned_And_Overlapping_Task_In_MST_Chain We couldn't schedule service When you reschedule a service
appointment [invoked SA ID] appointment that’s part of a
because it's part of a complex complex work chain, the whole
work chain that includes a chain is affected due to
pinned and overlapping service dependencies between the
appointment: [pinned and chained service appointments.
overlapping SAIDs]. Unpin the The service appointment can’t
appointment or fix the overlap, be scheduled because it’s part of
and try again. a complex work chain that
includes a pinned service
appointment that overlaps with
another service appointment,
travel time, or resource absence.
To fix this:
• Unpin the pinned service
appointment.
• Manually schedule the
service appointment.
Recurring_SA_Frequency_Outside_The_Range We couldn’t schedule recurring Recurring visits are a sequence
service appointments because of visits with the same features
the frequency is set to that require a repeating shift
[Frequency Value], which is pattern. To ensure scheduling as
outside of the [lower range expected, the frequency of the
limit] - [upper range limit]) recurrence pattern must
range required for the correlate with the frequency
[Frequency Type: range for the frequency type
566
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Weekly/Monthly/Yearly] (Weekly, Monthly, or Yearly). The
frequency. Set the frequency request includes a frequency and
correctly and try again. a range that don’t match.
To fix this, update the frequency
to match the range required for
the frequency type.
Recurring_SA_Not_Weekly_Frequency We couldn’t schedule recurring Recurring visits are a sequence
service appointments because of visits with the same features
only the weekly frequency is that require a repeating shift
supported in the recurrence pattern. The defined recurrence
pattern definition. Set the pattern definition supports a
recurrence to Weekly and try weekly frequency. The request
again. includes a frequency that isn’t
weekly.
To fix this, change the recurrence
frequency to Weekly.
Recurring_SA_Number_Of_Days_Is_Smaller We couldn’t schedule recurring Recurring visits are a sequence
service appointments because of visits with the same features
the number of planned visits is that require a repeating shift
set to [Num_Visits value], pattern. To ensure scheduling as
which is lower than the expected, the frequency of the
required weekly frequency recurrence pattern must
[frequency value]. Set the correlate with the number of
values correctly and try again. visits (days). The number of days
is less than the required
frequency selected such that the
frequency and the number of
days in the request don’t match.
To fix this:
• Update the number of visits
to match the frequency.
• Update the frequency to
match the number of visits.
Recurring_SA_Visit_Number_Less_Then_2 We couldn’t schedule recurring Recurring visits are a sequence
service appointments because of visits with the same features
the number of visits in the that require a repeating shift
recurrence pattern is set to pattern. When the number of
[Number={0,1}], which is used visits in the recurrence pattern is
for non-recurring visits. Set the set below 2, the service
value to a number greater than appointments are considered
2 and try again. standard non-recurring visits and
there’s no recurrence pattern.
567
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
To fix this:
• Update the number of visits
to 2 or more.
• If this request is for a single
visit, use the standard
scheduling method for
non-recurring visits
(standard service
appointments).
RequestTimedOut Your [Request type] request has Some request types have a
timed out. Ask your Salesforce timeout defined in the system.
admin for help and provide the
transaction ID: [txID] To investigate the timeout
reason, contact your Salesforce
admin and provide the
transaction ID. Or, try to trigger
the action again to be sure the
error wasn’t a result of a
momentary extreme load.
Resource_based_request_domain_limit_exceeded We couldn't reschedule the When rescheduling a service
service appointment to the appointment, the current and
selected date because you new schedule horizons are
reached the data loading limit. considered. The combination of
To schedule the appointment these horizons can create a
to a significantly later date, first request with a data horizon that
unschedule the appointment exceeds the allowed limit.
and then schedule it to the
required date. To fix this, unschedule the
service appointment and then
reschedule it to the relevant
date. This reduces the data
loading of the original schedule.
RFC_NoAccess We couldn’t perform the Recordset filter criteria is used for
request because you don't have designated work. You don’t have
access to the selected criteria access permissions to the
field in recordset filter criteria required recordset filter criteria
rule [rule ID]. Ask your field.
Salesforce admin for help.
To fix this, provide access to the
criteria field specified in the
recordset filter criteria rules. Or,
ask your Salesforce admin for
help.
568
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Secondary_Bad_Config_No_Primary_Resource We couldn’t find a primary or Service resources must have an
relocation service territory assigned primary or relocation
membership for service service territory if they have an
resource [resource ID]. This assigned secondary service
resource has one or more territory.
secondary service territory
memberships. Define the To fix this, assign a primary or
missing service territory relocation service territory to the
membership and try again. resource.
Secondary_Bad_Stm_No_Start_Resource We couldn’t find a start date for Each service resource allocated
one or more service territories to a service territory must be
that service resource [resource assigned with the start date of
ID] is a member of. For allocation for this territory. If not,
example, service territory the system can’t identify when
[Territory ID]. Add a start date it can allocate jobs for the service
and try again. resource in this territory.
To fix this:
• Review the specified
resource territory allocations
for primary, secondary, and
relocation territories.
• Make sure every allocation
has a start date.
Service_Based_Bad_Request We couldn’t find details for To fix this, verify the validity of
service appointment [SA ID] in the service appointment. If the
the [request Type] request type. problem persists, contact
Add the details and try again. Salesforce support to open a
case.
Service_Based_Bad_Request_Api We couldn’t find the ServiceID We recommend that you try to
parameter in the input of the trigger the action again. If the
[request Type] request. Add the problem persists, contact
parameter and try again. Salesforce support to open a
case.
Service_Territory_Members_With_Different_TZ_For_Resource We couldn't schedule one or Review the service resource’s
more appointments because at primary, secondary, and
least one of the service relocation service territory
resources has multiple time memberships, and make sure
zones. Adjust the service that at any given time, all
territory membership for territories that the service
service resource [Resource ID], resource is assigned to are within
and try again. the same time zone.
569
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Service_Territory_object_has_insufficient_privileges You don’t have access to the To fix this, assign the relevant
Service Territory object. Ask access permission to the service
your Salesforce admin for help. territories for users triggering the
optimization services on those
territories.
Trigger_Mixed_Optimizer_Per_Service_Error We couldn't perform the When enabling Enhanced
request because the service Scheduling and Optimization by
appointments' territories aren't territory, all service appointments
all using the same optimization in a request must be allocated to
engine. The service territories territories that are all handled by
of appointment [SAID1] are the same optimization engine.
using Enhanced Scheduling
and Optimization, but the To fix this:
service territories of • Make sure that all service
appointment [SAID2] aren't appointment territories in
using Enhanced Scheduling the request are using the
and Optimization. Enable same engine.
Enhanced Scheduling and • Revise the group of service
Optimization for all service territories that are optimized
territories in Field Service together to avoid using
Settings, or update the service different engines.
territories individually, and try
again.
Trigger_Mixed_Optimizer_Per_Service_Territory_Error We couldn't perform the The service appointment's
request because the service territories must all use the same
appointment's territories aren't optimization engine.
all using the same optimization
engine. These service territories To fix this:
are using Enhanced Scheduling • Review what engine the
and Optimization: [ESO service territories are using
territoryID1, ESO territoryID2]. (if enabled for Enhanced
These service territories aren't Scheduling and
using Enhanced Scheduling Optimization or not) and
and Optimization: [territoryID1, then use separate
territoryID2]. Update the service optimization requests for the
territories and try again. territories accordingly.
• Use the same optimization
engine for all of the service
territories.
Trigger_Mixed_Optimizer_Per_STM_Error We couldn't perform the When enabling Enhanced
request because the service Scheduling and Optimization by
resource is a member of territory, all service resources
territories that aren't all using must be allocated to territories
the same optimization engine.
570
Salesforce Field Service Field Service Enhanced Scheduling and Optimization Error
Messages
Error Label Error Message Potential Resolution
Update the service territories that are all handled by the same
and try again. optimization engine.
To fix this, make sure that every
service resource’s primary,
secondary, and relocation
territories are using the same
optimization engine.
Trigger_Service_Pinned_Or_Pinned_Status_Error Can't reschedule pinned The system can’t move Pinned
appointments [SA ID1, SA service appointments.
ID2,...]. To reschedule a pinned
appointment, unpin it or select A service appointment can be
a status that isn't pinned. pinned in 2 ways:
• Each service appointment
has a boolean
out-of-the-box Pinned field.
If this field is selected, the
specific service appointment
can’t be updated during
optimization and it stays in
its place.
• Implementers can define
specific statuses as pinned
statuses. All service
appointments in these
pinned statuses are treated
as pinned and can’t be
moved.
To fix this, review the service
appointments listed in the error
message:
• For every service
appointment, validate
whether its Pinned field is
selected (deselect to unpin).
• For every service
appointment that has the
Pinned field deselected,
review its status. If the
appointment’s status is part
of the pinned statuses
setting, transition to a
different status.
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Salesforce Field Service Gain Visibility into Optimizations with Field Service
Optimization Insights
Error Label Error Message Potential Resolution
Unsupported_Request_Type_for_this_flow The [request Type] request type To fix this, review the request to
isn’t supported. Use global check if you have any
optimization, resource schedule customizations calling this
optimization, or in-day request through the API, and
optimization instead. validate that the request type is
global optimization, resource
schedule optimization, or in-day
optimization.
Gain Visibility into Optimizations with Field Service Optimization Insights
In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves
EDITIONS
utilization. As you refine a scheduling policy, view a snapshot of optimization results and KPI changes.
Available in: Lightning
This is a Field Service managed package feature.
Experience
Insights are available for global and in-day optimization requests that complete successfully. They
aren’t supported for resource schedule optimization. The Field Service core
features, managed
Note: Optimization Insights is not available when using Enhanced Scheduling and package, and mobile app
Optimization. are available in Enterprise,
Unlimited, and Developer
1. In Field Service Settings > Optimization, enable Optimization Insights.
Editions.
Note: Make sure that the Optimization Profile has access to the OAASRestInsights and
When the managed
OAASRestHealthCheck Apex classes. package is installed,
scheduling and optimization
2. Edit an optimization request page in Lightning App Builder.
consider shift availability.
3. From the custom managed package components, add the optimization insights components. Confirmed shifts appear on
4. Save your changes, and activate the page if necessary. the Gantt.
5. Submit a global or in-day optimization.
If the optimization completes successfully, insights appear on the optimization request. USER PERMISSIONS
There are four optimization insights components: summary (1), metrics (2), key performance To create and edit Lightning
indicators (3), and health check (4). pages:
• Customize Application
To add components to
optimization request
pages:One of these custom
permission sets:
• FSL Admin Permissions
• FSL Dispatcher
Permissions
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Salesforce Field Service Gain Visibility into Optimizations with Field Service
Optimization Insights
The summary component shows details about the optimization request, such as status, horizon, and territories. It displays the Time per
Appointment from Field Service optimization settings, and lists Boolean filters that selected appointments in the request. As you refine
a scheduling policy, the summary gives you a point-in-time snapshot of the policy, including the work rules and weighted service
objectives, that produced the insights.
Note: Some details are only available for global optimization requests.
Metrics provide an overview of scheduling information, such as how many appointments were scheduled from the pool of optimizable
appointments. Optimizable appointments are unpinned and can be moved.
The KPI component displays key performance indicators by territory before and after the optimization.
KPI How the KPI is Calculated
Average Travel per Appointment with Homebase Total estimated travel time, including travel from and to the resource’s home
base, divided by the count of scheduled service appointments.
Average Travel per Appointment without Homebase Total estimated travel time, excluding travel from and to the resource’s home
base, divided by the count of scheduled service appointments.
Total Travel with Homebase Total estimated travel, including travel from and to the resource’s home base,
for all scheduled service appointments.
Total Travel without Homebase Total estimated travel, excluding travel from and to the resource’s home base,
for all scheduled service appointments
Total Scheduled Appointments Count of scheduled service appointments.
Total Duration Scheduled Total duration for the scheduled service appointments.
Utilization Total duration and travel time for the scheduled appointments, divided by overall
resource capacity. To learn how we calculate capacity, see Considerations.
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Salesforce Field Service Gain Visibility into Optimizations with Field Service
Optimization Insights
KPI How the KPI is Calculated
Utilization Wrench Total duration for the scheduled service appointments, divided by the overall
resource capacity. Utilization wrench represents total direct labor. To learn how
we calculate capacity, see Considerations.
The Health Check component summarizes the results of a suite of tests and validates your data. For example, the tests check if the
appointment exceeds the available time to complete or whether the required resource has the necessary skills. Before you drill down
into your KPIs, make sure that all the tests passed successfully.
• For Utilization and Utilization Wrench KPIs, capacity is the total available work time from shifts and operating hours in primary territory
memberships, including overtime. We subtract breaks, absences, and crew allocations; we also add or subtract availability from
relocations.
Note: We subtract absences only if the entire absence of a resource is included in the time period of that resource's service
territory membership record.
• For the Total Duration Scheduled KPI, we subtract appointments’ Scheduled Start times from Scheduled End times. For multiday
appointments, we include them in the total if the appointments are completely within the horizon; for those appointments, we add
the Duration fields.
• In metrics, the resource count excludes capacity-based resources and partial or full crew assignments that occur during the horizon.
• The components list metrics and KPIs by territory. For resources with secondary territory memberships, there are some nuances for
allocating time to territories. For example, we allocate travel time to the territory referenced in a service appointment. We also allocate
scheduled duration based on an assigned resource’s primary service territory membership.
• Optimization insights only support service appointments that have territories. Service appointments without a territory don’t affect
metrics and KPIs.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Get Information on Optimization with Field Service Optimization Center
Optimization Center is where you can find all features related to monitoring Field Service activities
EDITIONS
and troubleshooting issues. It gives you visibility into how Field Service is used and how it affects
your business. Available in: Lightning
Experience
This is a Field Service managed package feature.
If your Salesforce org was created before Summer ‘24, configure Optimization Center to show in The Field Service core
features, managed
your org.
package, and mobile app
1. Add the Optimization Center tab to the Field Service app. are available in Enterprise,
a. From Setup, in the Quick Find box, enter App Manager, and then select App Manager. Unlimited, and Developer
Editions.
b. From the Actions menu of the Field Service app, click Edit.
When the managed
c. In Choose the Tabs, select the Optimization Center tab from the Available Tabs list, and
package is installed,
then click Save.
scheduling and optimization
2. Enable user permissions for the System Administrator profile. consider shift availability.
Confirmed shifts appear on
a. From Setup, in the Quick Find box, enter Users, and then select Profiles. the Gantt.
b. Select the System Administrator profile, and then click Edit.
c. In Tab Settings, under Custom Tab Settings, select Default On for Optimization Center,
USER PERMISSIONS
and then click Save.
To edit the Field Service app:
• Field Service Admin
Test Your Field Service Configuration with Health Check permission set
Use the Field Service Health Check to run a suite of automated tests on your Field Service settings
To enable permissions:
and configuration data. When Health Check identifies a problem, you get on-the-spot
• Manage Profiles and
recommendations to align your Field Service configuration with our best practices. Permission Sets
Review the History of Scheduling and Optimization Requests with Activity Reports (Beta)
Get information on scheduling and optimization requests that you run.
Access Optimization Request Files (Beta)
Retrieve the request and response files of your optimization requests.
575
Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Test Your Field Service Configuration with Health Check
Use the Field Service Health Check to run a suite of automated tests on your Field Service settings
EDITIONS
and configuration data. When Health Check identifies a problem, you get on-the-spot
recommendations to align your Field Service configuration with our best practices. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
To get the most useful results from Health Check, complete setting up Field Service. Experience
You can run two types of validations with the Field Service Health Check: general and horizon based. The Field Service core
• A general validation checks your org for incorrect configurations, such as out-of-date permission features, managed
sets or incomplete scheduling policies. package, and mobile app
are available in Enterprise,
• A horizon-based validation checks the service appointments, resources, and territory
Unlimited, and Developer
memberships for a given time frame and service territory. It makes sure that these records don't
Editions.
have any issues that could result in scheduling errors.
For both types of validations, results are grouped as Passed, Failed: Warning, or Failed: Critical. A
USER PERMISSIONS
Failed: Critical result can cause immediate performance degradations or system malfunction. A
Failed: Warning result can impact performance or indicate a configuration that goes against our To run Field Service Health
best practices. Check:
1. From the App Launcher, find and select Optimization Center. Then click Health Check. • Salesforce Field Service
Admin Permissions
2. Run Health Check on your Field Service configuration.
a. Under General Validations, click Run Tests to view the results of the Field Service Health
Check run.
b. Under Horizon Based Validations, enter information for the scheduling horizon that you want to check, and then click Run Tests.
Horizon-Based Validations can take a while to finish running.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
• For Horizon Start and Horizon End, select the date range to validate.
• For Service Territories, select at least one territory. You can also choose whether to validate service appointments that aren't
assigned to a territory.
Note: Select only service territories that are using Enhanced Scheduling and Optimization or only service territories
that aren’t using Enhanced Scheduling and Optimization.
• Select a scheduling policy to validate your configuration against.
• Optionally, select a filter. For example, validate only pinned appointments. You can filter validations using only boolean
fields.
3. View your results.
a. To filter the results according to their status group, click the relevant group icon.
b. If you make changes to your configuration, click Refresh Results.
c. To get more information on failed tests, select More Info in the Actions dropdown menu.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Review the History of Scheduling and Optimization Requests with Activity Reports
(Beta)
Get information on scheduling and optimization requests that you run.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Note: Activity Reports is a pilot or beta service that is subject to the Beta Services Terms at Experience
Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer,
The Field Service core
and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the
features, managed
Customer's sole discretion. package, and mobile app
Activity Reports lets Salesforce admins easily monitor the activities and processes that they initiate are available in Enterprise,
in their Salesforce org. It provides information in one location about all your scheduling and Unlimited, and Developer
optimization requests and shows you their status to help you identify issues and resolve them Editions.
quickly. When the managed
With Activity Reports, you can generate a report for specific request types and easily identify whether package is installed,
they succeeded or failed. For example, generate a report on a Global Optimization request that scheduling and optimization
failed. The report output details the reasons for the failure, allowing you to take action and consider shift availability.
troubleshoot the issue quickly. Confirmed shifts appear on
the Gantt.
Note: Activity Reports is available only when you’re using Enhanced Scheduling and
Optimization.
Set Up Activity Reports (Beta)
Configure your Activity Reports settings and learn about its limitations and considerations.
Generate Activity Reports (Beta)
Generate activity reports for specific request types to view information related to their status. You can generate a report for a request
type that succeeded, failed, or both.
578
Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Set Up Activity Reports (Beta)
Configure your Activity Reports settings and learn about its limitations and considerations.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
Configure Activity Reports
Assign user permissions and enable Activity Reports.
USER PERMISSIONS
1. Assign users these permission sets. See Assign Field Service Permissions.
To assign a permission set
• Field Service Admin permissions license:
• Field Service Integration permissions • Manage Users
To configure Activity Reports:
2. Enable Activity Reports.
• Field Service Admin
a. From the App Launcher, find and open the Field Service Admin app, and then click the permission set AND Field
Field Service Settings tab. Service Integration
permission set
b. Click Scheduling > General Logic and enable Generate activity reports and retrieve
optimization request files.
Activity Reports Limitations and Considerations
Review the limitations and considerations of Activity Reports.
• Activity Reports applies only to Enhanced Scheduling and Optimization and to these scheduling and optimization request types.
– Drag and Drop
– Get Candidates
– Book Appointment
– Schedule
– Resource Schedule Optimization
– Global Optimization
– In Day Optimization
– Fix Schedule Overlaps
– Bundling: Manual Requests
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
– Appointment Insights
• Activity Reports doesn’t support Government Cloud environments.
• The activity reports’ output shows delayed information related to scheduling and optimization requests of up to 1 hour.
• Scheduling and optimization requests that are in progress when you generate an activity report are included in the report’s output
but with partial information only. To show all information related to a certain request, generate another report after the request is
completed.
• When you enter an activity report’s criteria and select a date range that’s in the future, an error message shows. If you don’t change
the date range, the message continues to appear even after the date range is no longer in the future. When you refresh the browser,
the error message disappears.
SEE ALSO:
Field Service Scheduling and Optimization Services
Generate Activity Reports (Beta)
Generate activity reports for specific request types to view information related to their status. You
EDITIONS
can generate a report for a request type that succeeded, failed, or both.
Available in: Lightning
This is a Field Service managed package feature.
Experience
To generate an activity report, enter the report criteria to help you get the most relevant information
related to scheduling and optimization requests that you ran and to identify related issues quickly. The Field Service core
features, managed
1. From the App Launcher, find and select Optimization Center. Then, click Activity Reports. package, and mobile app
2. For Date and Time, select the number of relative hours for the current date, or select a date are available in Enterprise,
range within the last 30 days and a time period of up to 24 hours. Unlimited, and Developer
Editions.
3. Select the required request types and the relevant status.
When the managed
4. Click Generate Report. The report can take a while to generate. When it’s ready, it appears in
package is installed,
the Generated Reports section.
scheduling and optimization
5. To view the report, in the Generated Reports section, click Download from the Actions menu consider shift availability.
of the file. The report downloads in a CSV file format. Confirmed shifts appear on
the Gantt.
When you review the report output, pay attention to this information.
• The Start Time (UTC), End Time (UTC), and Duration (in milliseconds) columns refer only to the
start time, end time, and duration of a scheduling and optimization request that Field Service USER PERMISSIONS
initiated. External processes such as data integration that is initiated before the request runs or
triggers that are initiated after the request runs aren’t included. To generate activity reports:
• The Object ID column shows the ID of the object associated with a specific scheduling and • Field Service Admin
permission set AND Field
optimization request. For example, the ID of a service appointment related to a Schedule request.
Service Integration
• The Optimization Request ID column shows the ID of the optimization request associated with permission set
the Resource Schedule Optimization, Global Optimization, and In Day Optimization request
types. You can use the ID to retrieve the request and response files of the optimization request.
See Access Optimization Request Files on page 581.
• The transaction ID column shows the transaction ID that’s automatically generated for the scheduling and optimization request.
• The Error Label column shows the error code of errors that occurred during a scheduling and optimization request run. See Field
Service Enhanced Scheduling and Optimization Error Messages.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
• The Secondary Operations column indicates whether a scheduling and optimization request triggered secondary operations such
as sliding that affect other service appointments. If such operations were triggered, the Details column shows the information related
to these operations. The Secondary Operations column shows no information if a scheduling and optimization request fails and in
cases related to Appointment Bundling request types.
Access Optimization Request Files (Beta)
Retrieve the request and response files of your optimization requests.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Note: Optimizatin Request Files is a pilot or beta service that is subject to the Beta Services Experience
Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by
The Field Service core
Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service
features, managed
is at the Customer's sole discretion. package, and mobile app
Optimization Request Files lets Salesforce admins quickly retrieve the request and response files of are available in Enterprise,
an optimization request. Review the files in a JSON file format to find out what happened to a Unlimited, and Developer
specific request and to quickly resolve related issues. Editions.
Note: Optimization Request Files is available only when you’re using Enhanced Scheduling When the managed
and Optimization. package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
Set Up Optimization Request Files (Beta)
Configure your Optimization Request Files settings.
Retrieve Optimization Request Files (Beta)
Get the request and response files of an optimization request to help you troubleshoot issues.
Optimization Request Files Output (Beta)
Review the information shown in the request and response files.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Set Up Optimization Request Files (Beta)
Configure your Optimization Request Files settings.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Note: Optimization Request Files doesn’t support Government Cloud environments. Experience
1. Assign users these permission sets. See Assign Field Service Permissions. The Field Service core
features, managed
• Field Service Admin permissions package, and mobile app
• Field Service Integration permissions are available in Enterprise,
Unlimited, and Developer
2. Enable Optimization Request Files. Editions.
a. From the App Launcher, find and open the Field Service Admin app, and then click the When the managed
Field Service Settings tab. package is installed,
b. Click Scheduling > General Logic and enable Generate activity reports and retrieve scheduling and optimization
optimization request files. consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To configure Optimization
Request Files:
• Field Service Admin
permission set AND Field
Service Integration
permission set
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Retrieve Optimization Request Files (Beta)
Get the request and response files of an optimization request to help you troubleshoot issues.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
1. From the App Launcher, find and select Optimization Center. Then, click Optimization Experience
Request Files.
The Field Service core
2. Enter the optimization request ID. You can find the ID in the activity report. See Generate Activity features, managed
Reports on page 580. package, and mobile app
3. Click Retrieve Files. The files are added to the Generated Files section. are available in Enterprise,
Unlimited, and Developer
4. To view the files, in the Generated Files section, click Download from the Actions menu of the
Editions.
file. The files download in a JSON file format.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
USER PERMISSIONS
To retrieve optimization
request files:
• Field Service Admin
permission set AND Field
Service Integration
permission set
Optimization Request Files Output (Beta)
Review the information shown in the request and response files.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Experience
Section Name Type Description
The Field Service core
Request File
features, managed
services Array The service appointment package, and mobile app
records related to the request. are available in Enterprise,
Unlimited, and Developer
mswServicesIds Array The IDs of the service Editions.
appointments that are part of
When the managed
the complex work chain related
package is installed,
to the request. This array is a
scheduling and optimization
subset of the services
consider shift availability.
array. Confirmed shifts appear on
the Gantt.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Section Name Type Description
timeDependencies Array The time dependencies associated with the
complex work chain related to the request.
workOrders Array The work order records related to the
request.
workOrderLineItems Array The work order line item records related to
the request.
SchedulingPolicy Object The scheduling policy associated with the
request.
workRules Array The work rule records associated with the
scheduling policy related to the request.
objectives Array The objective records associated with the
scheduling policy related to the request.
resources Array The service resource records related to the
request.
capacities Array The capacity records associated with the
capacity-based service resources related to
the request.
breaks Array The lunch breaks associated with service
resources within the horizon dates of the
request.
nonAvailabilities Array The resource absence records of type Non
Availability related to the request.
territories Array The service territory records related to the
request.
relocations Array The service territories associated with the
service resources related to the request who
have a relocation membership.
secondaryTerritories Array The service territories associated with the
service resources related to the request who
have a secondary membership.
calendarDays Array The time slots associated with the operating
hours related to the request.
recordTypes Array The record types related to the request.
DesignatedRFCCriteria Object The key and value pairs related to the
request. The key represents the ID of the
Recordset Filter Criteria object and the
values represent the IDs of the service
appointment records.
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Salesforce Field Service Get Information on Optimization with Field Service
Optimization Center
Section Name Type Description
operatingHours Array The operating hour records related to the
request.
operatingHoursHolidays Array The operating hour holiday records related
to the request.
travelModes Array The travel mode records related to the
request.
outOfDomainServices Array The service appointments that aren’t within
the horizon dates of the request and that
are part of a complex work chain that’s
within the horizon dates of the request.
outOfDomainResources Array The service resources who are assigned to
service appointments that are part of a
complex work chain and that aren’t within
the horizon dates of the request.
CapacityLimitConsumptions Array The capacity consumption details associated
with each service territory related to the
request.
Skills Array The skill records related to the request.
LogicSettings Object The custom setting of the logic settings
record associated with the request.
OptimizationSettings Object The custom setting of the optimization
settings record associated with the request.
SupportHelper Object This section doesn’t apply to Enhanced
Scheduling and Optimization.
GeocodeSettings Object The custom setting of the geocode settings
record associated with the request.
Response File
serviceAppointments Array The service appointments that Enhanced
Scheduling and Optimization updated.
assignedResourcesToUpsert Array The assigned service resources that
Enhanced Scheduling and Optimization
created or updated.
assignedResourcesToDelete Array The assigned service resources that
Enhanced Scheduling and Optimization
deleted.
lunchBreaksToUpsert Array The lunch breaks that Enhanced Scheduling
and Optimization created or updated.
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Salesforce Field Service Explore Metrics in Field Service Optimization Hub
Section Name Type Description
lunchBreaksToDelete Array The lunch breaks that Enhanced Scheduling
and Optimization deleted.
resourceAbsencesToUpsert Array The resource absences of type Non
Availability that Enhanced Scheduling and
Optimization created or updated their travel
time.
resourceAbsencesToDelete Array The resource absences of type Non
Availability that Enhanced Scheduling and
Optimization deleted their travel time.
unscheduledServiceAppointments Array The service appointments that Enhanced
Scheduling and Optimization unscheduled
and the reason why they were unscheduled.
Explore Metrics in Field Service Optimization Hub
View Optimization Hub to learn what improvements optimization made to the scheduling of service
EDITIONS
appointments across multiple territories and how to get the best results from optimization.
Available in: Lightning
This is a Field Service managed package feature.
Experience
Note: Optimization Hub is available only when you’re using Enhanced Scheduling and
The Field Service core
Optimization. When it’s enabled, a rich set of metrics for evaluating the optimization process
features, managed
is added automatically. package, and mobile app
Watch the video to see how to use the Optimization Hub dashboard to gain insights into how are available in Enterprise,
scheduling optimization improves your business metrics. Unlimited, and Developer
Editions.
Watch a video
When the managed
Optimization Hub is a centralized dashboard where operation managers and business analysts can package is installed,
view and track all optimization information related to an optimization request. It gives you visibility scheduling and optimization
into how scheduling optimization affects your business. consider shift availability.
Confirmed shifts appear on
Optimization Hub updates the scheduling results after every optimization run and gives you a
the Gantt.
comprehensive comparison of different metrics before and after optimization and across multiple
territories. It shows you what improvements optimization has made, and it provides guidance on
how to get more out of your optimization settings. By adjusting your scheduling policy and prioritizing your business objectives, you
can get even better scheduling results compared to your last optimization run.
Optimization Hub considers only the service appointments that have territories. Service appointments without a territory don’t affect
metrics and key performance indicators.
Optimization Hub includes information relevant to scheduling, service resources, and the scheduling policy. For example, it tracks the
improvement of travel time, service resource utilization, and response time.
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Salesforce Field Service Explore Metrics in Field Service Optimization Hub
Set Up Optimization Hub
Configure your Optimization Hub settings and learn about the limitations of Optimization Hub.
Access Optimization Hub
View Optimization Hub to get a snapshot of different metrics before and after optimization and across multiple territories.
Set Up Optimization Hub
Configure your Optimization Hub settings and learn about the limitations of Optimization Hub.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Note: Optimization Hub is available only when you’re using Enhanced Scheduling and Experience
Optimization.
The Field Service core
• Configure Optimization Hub features, managed
Add the Optimization Hub Lightning web component to the optimization request record page. package, and mobile app
are available in Enterprise,
• Limitations for Optimization Hub Unlimited, and Developer
Editions.
All Enhanced Scheduling and Optimization limitations apply to Optimization Hub.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
Configure Optimization Hub
Add the Optimization Hub Lightning web component to the optimization request record page.
USER PERMISSIONS
1. From the object management settings for optimization requests, go to Lightning Record Pages.
To configure Optimization
2. Select the Lightning record page that you want to add the Optimization Hub component to, Hub:
and then click Edit. • Customize Application
3. In Lightning App Builder, drag the Optimization Hub component onto the canvas.
For an optimal view, use the Header and One Region template as the layout for Optimization
Hub. See Lightning Page Templates.
4. If Optimization Insights is configured and added to the layout, remove it from the canvas.
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Salesforce Field Service Explore Metrics in Field Service Optimization Hub
5. Save your work and activate the Lightning record page.
Limitations for Optimization Hub
All Enhanced Scheduling and Optimization limitations apply to Optimization Hub.
• You can use Optimization Hub regardless of the territory match criteria. However, the derived key performance indicators are
calculated only for service resources who are primary or relocation members of the appointment’s service territory.
• Optimization Hub is available only for global and in-day optimization requests.
• If the service resource has multiple service territory memberships, Optimization Hub calculates KPIs by using the service resource's
primary service territory to prevent counting service territories twice.
SEE ALSO:
Get Ready for Field Service Scheduling and Optimization
Enable Enhanced Scheduling and Optimization
Limits and Limitations for Enhanced Scheduling and Optimization
Activate Lightning Experience Record Pages
Access Optimization Hub
View Optimization Hub to get a snapshot of different metrics before and after optimization and
EDITIONS
across multiple territories.
Available in: Lightning
This is a Field Service managed package feature.
Experience
Note: Optimization Hub is available only when you’re using Enhanced Scheduling and
The Field Service core
Optimization.
features, managed
1. From the App Launcher, find and select Optimization Requests. package, and mobile app
are available in Enterprise,
2. On the Optimization Requests list view, click the optimization request record.
Unlimited, and Developer
3. In Optimization Hub, click the filter icon to select the service territories that Optimization Hub Editions.
shows information for.
When the managed
4. To gather information related to the optimization request, navigate through the Optimization package is installed,
Hub tabs. scheduling and optimization
Optimization Hub includes four tabs that show information related to scheduling, service resources, consider shift availability.
and the scheduling policy. Confirmed shifts appear on
the Gantt.
• Home tab—Shows a high-level overview of the metrics trade-off and the key areas to focus
on. It shows you a comparison of the metrics before and after optimization and how they impact
each other. For example, improving the average response time can increase the average travel USER PERMISSIONS
time for service appointments. It gives you a granular understanding of what happened after
To view Optimization Hub:
an optimization run and what areas of focus can be relevant to improve the scheduling results.
• Read on Field Service
You can filter the service territories that are included in the comparison.
objects
• Schedule tab—Shows you a comparison of service appointments, travel times, and break-related
metrics before and after optimization. For example, in the Total Travel Time card, the total time
is broken down according to the travel time from the resource’s home base, between appointments, and back to home base.
Note: For maximum accuracy, travel time values are provided in seconds and are then rounded up, which is different from
in the Gantt, where the time unit is minutes.
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Salesforce Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
• Resources Tab—Includes cards that compare metrics related to service resource types, workloads, availability, and utilization before
and after optimization. For example, the Utilization card shows you the service resources’ actual work time out of their available work
time, before and after optimization. You can filter which factors optimization considers when calculating a service resource’s utilization.
When all factors are considered, utilization is calculated using the following formula: (Scheduled Duration + Non-Availability + Lunch
Breaks + Travel From Home Base + Travel Between Appointments + Travel To Home Base) ÷ (Overtime Availability + Normal
Availability).
• Policy Tab—Shows you how optimization performed compared to your scheduling policy and service objectives. For example, the
Service Objectives card shows you the service objectives of the scheduling policy.
SEE ALSO:
View Field Service Resource Utilization
Get Recommendations with Field Service Appointment Insights (Beta)
Learn how Appointment Insights can help you improve the scheduling of service appointments.
EDITIONS
Appointment Insights helps you understand why a service appointment can’t be scheduled and
which work rules are preventing its scheduling. Available in: Lightning
Experience
This is a Field Service managed package feature.
The Field Service core
Note: This feature is a Beta Service. Customer may opt to try such Beta Service in its sole
features, managed
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided package, and mobile app
at Agreements and Terms. are available in Enterprise,
Note: Appointment Insights is available only when you’re using Enhanced Scheduling and Unlimited, and Developer
Editions.
Optimization.
Appointment Insights helps admins and dispatchers understand why a service appointment can't When the managed
be scheduled and what changes they can make to the scheduling policy's work rules in order to package is installed,
qualify time slots and candidates for scheduling. scheduling and optimization
consider shift availability.
Appointment Insights checks for candidates within a 200-kilometer or 124-mile radius of the service Confirmed shifts appear on
appointment’s location or within a distance of 1.5 times the maximum travel distance defined in the Gantt.
the scheduling policy, whichever is greater. It then applies relaxation strategies that check what
changes you can make to a scheduling policy. Based on the output, it suggests what changes to
make to qualify additional time slots and candidates for scheduling.
By revealing the work rules that limit the scheduling options and following the recommended actions, admins and dispatchers can
adjust the automatic scheduling and qualify more time slots and candidates for a certain service appointment.
Appointment Insights appears on a service appointment record. It shows the work rules that prevent the scheduling of the service
appointment and the recommended actions to relax those rules. It also shows potential time slots within the service appointment’s
horizon dates that can become available for scheduling.
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Salesforce Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
Set Up Appointment Insights (Beta)
Configure your Appointment Insights settings.
Run Appointment Insights (Beta)
Run Appointment Insights to view the work rules that limit the scheduling options of a service appointment and to follow the
recommended actions to relax those rules. You can also view potential time slots within the service appointment’s horizon dates
that can become available for scheduling.
Appointment Insights Work Rules (Beta)
Review the work rules that Appointment Insights refers to.
590
Salesforce Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
Set Up Appointment Insights (Beta)
Configure your Appointment Insights settings.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Note: All Enhanced Scheduling and Optimization limitations apply to Appointment Insights. Experience
Before you configure Appointment Insights, make sure that you meet these requirements. The Field Service core
features, managed
• All Enhanced Scheduling and Optimization requirements are met. package, and mobile app
• Enhanced Scheduling and Optimization is enabled. are available in Enterprise,
• For Appointment Insights to evaluate scheduling options, make sure that your service Unlimited, and Developer
appointments are associated with service territories. Editions.
1. Assign users these permission sets. See Assign Field Service Permissions. When the managed
package is installed,
• FSL Admin Permissions scheduling and optimization
• FSL Dispatcher Permissions consider shift availability.
Confirmed shifts appear on
2. Add the Appointment Insights Lightning web component to the service appointment record the Gantt.
page.
a. From the object management settings for service appointments, go to Lightning Record
Pages. USER PERMISSIONS
b. Select the Lightning record page that you want to add the Appointment Insights component To assign a permission set
to, and then click Edit. license:
c. In the Tabs component properties, add a tab and name it Appointment Insights. See Add • Manage Users
and Customize Tabs. To configure Appointment
Insights:
d. To add the Appointment Insights component to a tab, in Lightning App Builder, select the
• Customize Application
tab on the canvas and then drop the component directly below it.
Note: Add an Appointment Insights tab as described in this step. However, you can
also drag the component to any location on the Lightning record page.
e. Save your work and activate the Lightning record page.
SEE ALSO:
Get Ready for Field Service Scheduling and Optimization
Enable Enhanced Scheduling and Optimization
Limits and Limitations for Enhanced Scheduling and Optimization
Manage Field Service Permissions
Create Field Service Permission Sets
Activate Lightning Experience Record Pages
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Salesforce Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
Run Appointment Insights (Beta)
Run Appointment Insights to view the work rules that limit the scheduling options of a service
EDITIONS
appointment and to follow the recommended actions to relax those rules. You can also view
potential time slots within the service appointment’s horizon dates that can become available for Available in: Lightning
scheduling. Experience
This is a Field Service managed package feature. The Field Service core
features, managed
1. From the App Launcher, find and select Service Appointments.
package, and mobile app
2. On the Service Appointments list view, click the service appointment record and then click the are available in Enterprise,
Appointment Insights tab. Unlimited, and Developer
3. For Scheduling Policy, select a policy to check. Editions.
4. To view the information, click Run. When the managed
package is installed,
5. In the Rule Violations and Recommendations section, qualify time slots and candidates for
scheduling and optimization
scheduling by taking one of these actions.
consider shift availability.
• To view time slots that can become available for scheduling if you relax a work rule, click Confirmed shifts appear on
Show Slots. The potential slots for that work rule are highlighted in the Potential Slots the Gantt.
section.
• To open the work rule record, click Open Rule. From the work rule record, you can modify
the work rule’s settings to qualify more time slots for scheduling. USER PERMISSIONS
• To open a relevant help article, click Tell Me More. In some cases, you must change the To view Appointment
resource’s territory membership, availability, skills, and more to qualify more time slots for Insights:
scheduling. The articles explain how to make these changes and the impact they can have • Read on Field Service
on the service appointment’s scheduling. objects
6. In the Potential Slots section, hover over a time slot to see the work rules that prevent the
scheduling of the slot and the number of candidates that can become available when you relax the work rules. This section shows
fixed 4-hour time slots across the day.
Appointment Insights Work Rules (Beta)
Review the work rules that Appointment Insights refers to.
EDITIONS
This is a Field Service managed package feature.
Available in: Lightning
Experience
Work Rule Rule Violation Recommendation
The Field Service core
Extended Match A violation occurs when there Verify that you have one or
features, managed
are no available candidates more candidates that match package, and mobile app
who meet the criteria of the the service appointment’s are available in Enterprise,
Extended Match rule. required values based on the Unlimited, and Developer
criteria of the Extended Match Editions.
rule.
When the managed
package is installed,
scheduling and optimization
consider shift availability.
Confirmed shifts appear on
the Gantt.
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Salesforce Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
Work Rule Rule Violation Recommendation
Match Boolean Custom Rule A violation occurs when there are no Verify that the Match Boolean custom rule
available candidates who meet the criteria is defined correctly. If possible, remove this
of the Match Boolean custom work rule. rule.
Match Fields Custom Rule A violation occurs when there are no Verify that the Match Fields custom rule is
available candidates who meet the criteria defined correctly. If possible, remove this
of the Match Fields custom work rule. rule.
Match Skills A violation occurs when there are no Verify that the service appointment’s parent
available candidates who possess the Skill Requirement record lists the correct
required skills and skill level listed on the required skills and skill level, and ensure that
service appointment’s parent Skill your service resources’ assigned skills and
Requirement record. skill levels are up to date. If there are still no
available candidates, train your service
resources to meet the required skills or skill
level.
Match Territory A violation occurs when there are no After Appointment Insights verifies that
available candidates who are Primary or candidates in neighboring territories are
Relocation members of the service available, remove the Match Territory work
appointment’s service territory. rule from your scheduling policy, and add
the Maximum Travel from Home rule
instead.
Match Time A violation occurs when there are no Verify that the standard match rule or other
available candidates who meet the criteria configuration is defined correctly.
of the Match Time rule. For example, no • Earliest Start Permitted: Ensures that a
candidates can complete the service service appointment’s Scheduled Start
appointment before the due date or there is equal to or later than the Earliest Start
are no candidates because the service Permitted (this work rule is included in
appointment’s dates are in the past. every standard scheduling policy).
• Due Date: Ensures a service
appointment’s Scheduled End is equal
to or earlier than the Due Date (this
work rule is included in every standard
scheduling policy).
• Scheduled Start: Ensures that a service
appointment’s Scheduled Start is equal
to or later than the Arrival Window Start.
• Scheduled End: Ensures that a service
appointment’s Scheduled Start is equal
to or earlier than the Arrival Window
End.
Maximum Travel from Home A violation occurs when there are no Extend the rule’s travel time to allow for
available candidates whose home base is travel of up to a 200-kilometer or 124-mile
within the rule’s defined distance or travel radius from the service appointment’s
time to the service appointment’s location. location or a distance of 1.5 times the
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Salesforce Field Service Work in the Field Service Dispatcher Console
Work Rule Rule Violation Recommendation
maximum travel distance defined in the
scheduling policy, whichever is greater.
Service Resource Availability A violation occurs when there are no Verify that there are available candidates
available candidates because all of them are with a service territory membership in the
already assigned to service appointments. service appointment’s service territory by
unscheduling low-priority service
appointments or resource absences. Or,
assign more service resources to the service
territory.
Note: To determine availability,
Appointment Insights checks for the
total remaining available time of
each service resource on the Gantt
against the duration of the service
appointment.
Working Territories A violation occurs when there are no After Appointment Insights verifies that
available candidates who work in the service candidates in neighboring territories are
appointment’s service territory (Primary or available, make sure that you have one or
Secondary members). more candidates with a service territory
membership in the service appointment’s
service territory within the relevant time
frame.
Work in the Field Service Dispatcher Console
The Field Service dispatcher console is the main working space for dispatchers. It features a dynamic
EDITIONS
map and a highly customizable Gantt chart showing upcoming appointments, active team members,
and more. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
To reach the dispatcher console, from the App Launcher, find and open the Field Service app, and Experience
then click the Field Service tab.
The Field Service core
The dispatcher console is supported on desktop only. For the best dispatcher console experience, features, managed
we recommend using a screen resolution of 1920 x 1080 pixels, or a minimum of 1366 x 768 pixels, package, and mobile app
at 100% zoom. User idle time is monitored to reduce unnecessary Gantt refreshes and improve are available in Enterprise,
computer performance. If you haven’t actively interacted with the dispatcher console for 120 Unlimited, and Developer
minutes, a message is displayed for you to reload the page to continue. Editions.
Customize the Field Service Dispatcher Console
Make the dispatcher console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each
section’s layout, create custom actions for dispatchers, and create custom appointment list filters.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Working in the Field Service Dispatcher Console Appointment List
Use the service appointment list on the left side of the Field Service dispatcher console to filter, sort, and search appointments within
the list. You can also perform actions on selected appointments.
Work in the Field Service Dispatcher Console Gantt
The Gantt is on the right side of the dispatcher console and contains the resource list, the schedule view, and additional features.
User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the
dispatcher console? If you've been inactive the Gantt session times out, reload the page when you return to continue.
Working in the Field Service Dispatcher Console Map
The dispatcher console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the
map view and draw territories directly on the map.
Use Einstein Copilot in the Dispatcher Console
Use Copilot to get a daily overview of service appointments that require immediate attention, such as appointments with rule
violations, overlaps, SLA risks, or emergencies. Each category that appears in the summary is converted into a filter in the appointment
list, so it’s easy for you to resolve these issues immediately. You can also use Copilot to quickly find service appointments and take
immediate action, when planning schedules or addressing schedule changes. Copilot can convert your search criteria into filters
that you can access from the appointment list.
SEE ALSO:
Trailhead: Dispatcher Console for Admins
Trailhead: Field Service Dispatcher Console for Dispatchers
Field Service Permission Set Licenses
Monitor Field Service Schedule Optimization Requests
Customize the Field Service Dispatcher Console
Make the dispatcher console work for you! Adjust the time frame and contents of the appointment
EDITIONS
list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create
custom appointment list filters. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Control Which Field Service Appointments Appear in the Dispatcher Console
The Field Service core
Dispatchers can view and filter service appointments in the appointment list and in the Gantt features, managed
chart. Learn how to control which appointments appear in these sections of the dispatcher package, and mobile app
console. are available in Enterprise,
Customize the Dispatcher Console with Field Sets Unlimited, and Developer
Use field sets to control which fields appear in different sections of the Field Service dispatcher Editions.
console. For example, choose which fields appear as columns in the appointment list.
Create Custom Actions for the Field Service Dispatcher Console
Put the right actions at your dispatchers’ fingertips by adding custom actions to the dispatcher console. Custom actions can either
call an Apex class or open a Visualforce page, and can be run on records in several areas of the dispatcher console. To keep the
dispatcher console tidy, actions are shown in dropdown action lists with icons.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Create Custom Appointment List Filters
Create custom filters in Field Service to control which appointments appear in the dispatcher console service appointment list. Base
your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.
Create Custom Appointment Icons
Add custom icons to service appointments on the Field Service Gantt, map, and appointment list so dispatchers can quickly identify
appointment characteristics. For example, use a custom icon to indicate that an appointment is for a VIP or first-time customer.
SEE ALSO:
Trailhead: Supercharge Field Service
Working in the Field Service Dispatcher Console Appointment List
Work in the Field Service Dispatcher Console Gantt
Working in the Field Service Dispatcher Console Map
Control Which Field Service Appointments Appear in the Dispatcher Console
Dispatchers can view and filter service appointments in the appointment list and in the Gantt chart.
EDITIONS
Learn how to control which appointments appear in these sections of the dispatcher console.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Control the Time Frame Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
These settings control the Gantt time frame.
• Gantt filter (1):
– On the Hours tab, choose which hours of the day are shown on the Gantt, and adjust settings for the Long-Term view.
– On the Utilization tab, specify how many days are shown when the Utilization view is applied.
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Salesforce Field Service Customize the Field Service Dispatcher Console
• Gantt resolution dropdown (2): Select how many days to show on the Gantt at once. Customize the Utilization view from the Gantt
filter’s Utilization tab, and the Long-Term view from the Gantt filter’s Hours tab. You need the Longterm View custom permission to
select the Long-Term view.
• Date and calendar toggles (3): Toggle between days and months.
These settings control the appointment list time frame.
• Horizon date (4): The appointment list only lists appointments with a date field that falls before the horizon.
• Match Gantt Dates field (5): If you select Match Gantt Dates, the horizon date updates to show the last day of the horizon shown
on the Gantt.
• Standard list view filter (6): To apply a standard filter, click the gear icon and select Dispatch Console Settings. Under Scheduling
Window Length, define the number of days shown before the horizon date. The appointment list only lists appointments with a
date field that falls in that span of days before the horizon date.
• Custom list view filter (7): To apply a custom filter, click the Manage Filters icon and select New. Under Date Selection, define the
number of days shown before and after the horizon date. The horizon date and the custom filter settings control the appointment
list time frame. Custom filters let you specify the number of days before and after the horizon, and that time frame is used to define
which appointments are shown.
• Date field dropdown menu (8): The menu controls which appointments are visible in the appointment list. If the value of any of the
selected date fields on an appointment falls within the specified time frame, the appointment appears in the appointment list.
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Salesforce Field Service Customize the Field Service Dispatcher Console
If an appointment’s dates for any selected fields among the first six don’t fall within the Gantt time frame, use the Gantt Display Date
to show the appointment on the Gantt. When a service appointment’s Gantt Display Date falls within the Gantt time frame, the
appointment is visible on the Gantt. For example, if a maintenance appointment must be completed within the next six months,
you want to see it on the Gantt every day as a reminder.
The number of service appointments that are loaded to the Gantt depends, for example, on the Dispatch Console Settings. You can
change these settings to load service appointments related to the territory. While loading service appointments you can get an error
that the scheduling horizon is too long. To avoid this issue:
• Reduce the Scheduling Window Length.
• Remove service appointments that aren’t associated with a territory.
• Reduce the list of service territories.
• When creating a custom filter in the dispatcher console, make sure to add appropriate filters to the list view. In the Data Selection
section of the Filter Editor, reduce the data range for showing appointments (select fewer days before and after the horizon date).
Note: Using Salesforce's Platform automation capabilities, set up a process to automatically configure an important appointment’s
Gantt Display Date to today’s date, updated daily.
In addition, several types of filters let you refine which appointments are shown in the dispatcher console:
• The appointment list search, which filters the list to show only appointments that match your search criteria
• The resource list search in the Gantt, which filters the resource list to show only service resources that match your search criteria
• The Resources and Skills tabs in the Gantt filter, which filter the resource list to show only service resources that match your criteria
• The territory filter, reached from the map icon in the appointment list (6), which filters the Gantt and appointment list according to
your criteria
• Any custom appointment list filters in place
To reduce loading time and to get more accurate results, enable the new filter appointments setting. The setting allows efficient filtering
of the service appointment list in the dispatcher console when you’re working with large datasets. In the Field Service Admin app, click
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Salesforce Field Service Customize the Field Service Dispatcher Console
the Field Service Settings tab and select Dispatcher Console UI. Then, enable the Use advanced filtering for the service
appointment list setting under Gantt Configurations. This setting is available only when the Enable Custom Filters setting is turned on.
SEE ALSO:
Gantt Keyboard Shortcuts
Working in the Field Service Dispatcher Console Appointment List
Work in the Field Service Dispatcher Console Gantt
Create Custom Appointment List Filters
Customize the Dispatcher Console with Field Sets
Use field sets to control which fields appear in different sections of the Field Service dispatcher
EDITIONS
console. For example, choose which fields appear as columns in the appointment list.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
To manage a field set, from the Object Manager, find the object whose field set you want to edit—for orgs) and Lightning
example, Service Resource. Then, click Field Sets. Experience
Field sets support the following field types: Number, Text, Date, Date/Time, Currency, and Reference The Field Service core
(lookup fields). The Field Service managed package also provides additional field sets not included features, managed
in this article. package, and mobile app
Only fields related to the object that you’re editing are shown in the dispatcher console. For example, are available in Enterprise,
if you’re editing the Service Appointment object, only service appointment fields are shown. Fields Unlimited, and Developer
Editions.
related to a service appointment’s account aren’t shown.
Service Appointment Field Sets
Field Set Description Location in Dispatcher Console
Capacity Controls the columns on the
Service dialog screen shown when a
Columns user double-clicks a capacity
record on the Gantt. This field
set supports up to 9 fields.
Complex Work Controls which lookup fields
Lookup Fields are available for selecting
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
service appointments when
users create dependencies.
Crew Controls which fields are
Management shown when a user
double-clicks a service
appointment from the Crew
Schedule row in the Crew
Management Gantt.
Crew Controls which fields are
Management shown when a user hovers
Tooltip over an appointment in the
Crew Management Gantt.
Note: Lookup fields
and fields without
values aren't displayed.
The Required Skills
field is always shown.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Designated Controls which fields are
Work Fields available when a user is
creating a designated time
slot from the time slots editor
Visualforce page on the
operating hours record.
Gantt Filter Controls the Additional
Criteria fields shown when
creating a custom Gantt filter.
Service Controls the mini layout
Appointment displayed when the user clicks
Expanded an appointment in the
appointment list. The mini
layout supports up to 12
fields.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Service Controls the fields that appear
Appointment as columns in the
List Columns appointment list and in the
complex work dependencies
lookup filter. We recommend
that the appointment list
includes up to six columns.
Additional columns are
supported but can affect the
performance of the dispatcher
console. The number of
columns shown depends on
the screen resolution. You can
include Gantt or custom icon
fields in columns.
Note: Custom
appointment list filters
include appointment
list column settings. If
such a filter is applied,
it overrides this field
set.
Service Controls the fields that appear
Appointment when a user hovers on the
List Preview appointment information
icon.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Service Controls the values shown in
Appointment the Appointment
Optimization Optimization Criteria field in
Criteria the Optimize window.
Service Controls the fields displayed
Appointment on the tooltip when a user
Resource hovers over an appointment
Calendar on the service resource.
Tooltip
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Service Appt Controls the fields displayed
Resource on appointments on the
Calendar service resource calendar
Display Visualforce page.
Service Info Controls the layout of the
Window Map dialog screen displayed when
the user double-clicks an
appointment on the map.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Service Controls the layout of the
Lightbox dialog screen displayed when
the user double-clicks an
appointment on the Gantt.
Service Controls which fields are
Lightbox displayed under Address
Address when a user double-clicks a
service appointment in the
Gantt.
Service Controls which fields are
Lightbox Time displayed under Date & Time
when a user double-clicks a
service appointment in the
Gantt.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Location in Dispatcher Console
Service Tooltip Controls the tooltip layout
Gantt shown when hovering over
an appointment on the Gantt.
This field set supports up to
10 fields.
Service Resource Field Sets
Field Set Description Placement in Dispatcher Console
Crew Controls the fields shown
Management when a user double-clicks a
Resource service resource in the Crew
Lightbox Management Gantt.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Placement in Dispatcher Console
Emergency Controls the fields displayed
Fields for a service resource in the
Emergency Chatter action.
Get Controls the fields shown
Candidates when expanding a resource
Resource row on the Candidates
Details Chatter action.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Placement in Dispatcher Console
Resource Controls the available fields
Gantt Filter in Gantt Resource Filters.
The fields are shown in
these sections:
• Sort by
• Checkbox filters (if the
field is of type
Checkbox)
• One of the following
properties picklist (if the
field is of type Picklist)
Resource Controls the layout of the
Lightbox dialog screen displayed
when the user double-clicks
a service resource in the
Gantt.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Gantt Lightbox
Field Set Description Placement in Dispatcher Console
Account Controls the layout of the
dialog screen displayed
when a user double-clicks
an appointment on the
Gantt and clicks the
Account tab.
Work Order Controls the layout of the
dialog screen displayed
when the user
double-clicks an
appointment on the Gantt,
and then clicks the Work
Order tab. Applies only to
service appointments
whose parent record is a
work order.
Work Order Line Controls the layout of the
Item dialog screen displayed
when the user
double-clicks an
appointment on the Gantt,
and then clicks the WOLI
tab. Applies only to service
appointments whose
parent record is a work
order line item.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Resource Absence Field Sets
Field Set Description Placement in Dispatcher Console
Resource Absence Calendar Controls the
Tooltip fields displayed
on the tooltip
when the user
hovers over an
absence on the
service resource
calendar
Visualforce page
on a service
resource record.
Resource Absence Lightbox Controls the
layout of the
dialog screen
displayed when
a user
double-clicks a
resource absence
on the Gantt.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Field Set Description Placement in Dispatcher Console
Resource Absence Controls the
Resource Calendar fields displayed
on absences on
the service
resource
calendar
Visualforce page.
SEE ALSO:
Color-Code the Gantt
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Salesforce Field Service Customize the Field Service Dispatcher Console
Create Custom Actions for the Field Service Dispatcher Console
Put the right actions at your dispatchers’ fingertips by adding custom actions to the dispatcher
EDITIONS
console. Custom actions can either call an Apex class or open a Visualforce page, and can be run
on records in several areas of the dispatcher console. To keep the dispatcher console tidy, actions Available in: both Salesforce
are shown in dropdown action lists with icons. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
You can add custom actions to several areas in the dispatcher console:
The Field Service core
• Individual or multiple appointments in the appointment list features, managed
• Individual or multiple appointments in the Gantt package, and mobile app
are available in Enterprise,
• Individual service resources or resource absences in the Gantt
Unlimited, and Developer
• Polygons on the map (the action runs on the appointments within a polygon) Editions.
For example, create an action that does one of the following things:
• Calls an Apex class that reassigns all selected service appointments to a different service resource USER PERMISSIONS
• Opens a Visualforce page where the dispatcher can update the Earliest Start Permitted on all
To define, edit, delete, set
appointments within a polygon—for example, if the polygon represents a flood in the service
security, set version settings,
territory and run tests for Apex
1. Decide what you want your action to do and where it appears on the Gantt. classes:
• Author Apex
2. Create an Apex class or Visualforce page to connect to an action.
To create and edit
Apex classes or Visualforce pages intended for custom dispatcher console actions must be Visualforce pages:
configured a certain way. For details, see Code Samples: Custom Dispatcher Console Actions. • Customize Application
3. Create and assign a custom permission to limit who sees the action, or select an existing To create custom
permission to use. permissions:
• Manage Custom
4. From the App Launcher, find and open the Field Service Admin app. Click the Field Service
Permissions
Settings tab, and then click Dispatcher Console UI > Custom Actions.
To add custom actions to the
5. In the left-hand column, select an action category to define the location and breadth of the dispatcher console:
action. • FSL Admin permission
6. Click New Action and enter your details. set
• Label in Dispatcher Console: Enter the action label that dispatchers see in the dispatcher
console.
• Action Type: Select Apex Class or Visualforce.
• Apex Class: If you selected Apex Class as the type, select the Apex class that you want the action to call.
• Visualforce Page: If you selected Visualforce as the type, select the Visualforce page that you want the action to open.
• Required Custom Permission: Select the custom permission that users must have to see the action.
• Icon: Select an icon to display next to the action label.
7. Click Save.
8. Optionally, reorder the actions in the action category you selected. Custom actions appear in this order in an action list after standard
actions.
When you create or edit a custom action, the Gantt must be refreshed for the changes to take effect.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Create Custom Appointment List Filters
USER PERMISSIONS EDITIONS
To configure the Field Service managed Customize Application Available in: both Salesforce
package: Classic (not available in all
orgs) and Lightning
To assign a permission set license: Manage Users
Experience
To create a permission set: Manage Profiles and Permission Sets
The Field Service core
To create, edit, and delete custom filters: Field Service Dispatcher or Field Service features, managed
Admin custom permission sets package, and mobile app
are available in Enterprise,
AND
Unlimited, and Developer
Create Filter custom permission Editions.
To share personal custom filters and edit Field Service Dispatcher or Field Service
and hide public custom filters: Admin custom permission sets
AND
Create Filter custom permission
AND
Publish Filter custom permission
Create custom filters in Field Service to control which appointments appear in the dispatcher console service appointment list. Base
your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.
This is a Field Service managed package feature.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Click Dispatcher
Console UI and select Enable Custom Filters.
Note: The custom filters feature replaces the appointment list’s original custom list view functionality. Enabling custom filters
removes any existing custom list views.
2. To open the dispatcher console, from the App Launcher, find and open the Field Service app.
3. To the right of the filter dropdown menu, click the Manage Filters icon and select New.
4. Add a filter name and description.
5. Choose whether the filter displays appointments based on the number of days before and after the horizon date, or appointments
currently shown on the Gantt (similar to the Gantt standard filter).
Note: The horizon date related to the selected date properties and the Earliest Start Permitted, Due Date, Arrival Window
Start, Arrival Window End, Scheduled Start, and Scheduled End fields.
• Standard filters let you set the scheduling window limit and the number of days up to and including the selected horizon
date. The default value is 14 days.
• Custom filters let you specify how many days to display before and after the horizon date.
6. Add criteria to your filter.
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Salesforce Field Service Customize the Field Service Dispatcher Console
Note: The Gantt Filter field set on the service appointment object controls which fields are shown. Only standard and custom
service appointment fields, including picklists, are supported on the service appointment object, picklist values of other objects
aren't supported. Multi-select picklist fields aren’t supported.
7. To filter appointments that are causing rule violations, add the Rule Violations criteria to your filter. To exclude rule violators, add
Rule Violations Equals False. To include rule violators, add Rule Violations Equals True.
8. Adjust filter logic.
Note: To dynamically consider date and time fields, use formula fields. For example, Due date in 2 days Equals True.
9. Under Fields to Display, select fields to show in the appointment list when the filter is applied.
10. To publish or share your filter, select Make this filter available for all users.
When a custom filter is made public, it’s shared with the All Internal Users public group.
11. Click Save. The filter is created and the appointments are displayed. The filter appears in the filter list in the Custom Filters section.
12. To edit a selected filter, click the Manage Filters icon and select Edit.
13. To hide a public custom filter, click the Manage Filters icon and select Hide.
Note: Admins can expose hidden filters by editing the custom filter record itself and setting Hidden to false.
Considerations
• The maximum number of days before and after the horizon date is 30 days.
• To avoid performance issues, we recommend keeping the number of fields on the Gantt Filter page layout below 15.
• All users have access to the standard filters provided with the managed package, but you can hide them. Remove the appropriate
custom permission from the user profile or assigned permission set. The All Service Appointments list can’t be hidden and is always
available in the dispatcher console service appointment list.
• If only certain users need access to a custom filter, share the custom filter record with the public group or users. For example, if only
San Francisco dispatchers need access to the “Bay Area Emergency Work” custom filter, create a private custom filter. Then, share
“Bay Area Emergency Work” with the San Francisco public group using standard sharing.
SEE ALSO:
Filter the Gantt in Field Service
Filter the Field Service Gantt by Service Territory
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Salesforce Field Service Customize the Field Service Dispatcher Console
Create Custom Appointment Icons
Add custom icons to service appointments on the Field Service Gantt, map, and appointment list
EDITIONS
so dispatchers can quickly identify appointment characteristics. For example, use a custom icon to
indicate that an appointment is for a VIP or first-time customer. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
The Gantt is chock-full of information. Icons are a great way to share information without cluttering Experience
your screen. While icons are set at the individual appointment level, you can set up triggers to
The Field Service core
populate the Gantt Icon field on appointments of a certain type.
features, managed
1. Add the Gantt Icon field to service appointment page layouts. package, and mobile app
2. Navigate to the service appointment that needs the icon. are available in Enterprise,
Unlimited, and Developer
3. In the Gantt Icon field, enter an icon URL. The URL must end in an image suffix, such as .png or Editions.
.gif. We scale the image to 16 x 16 pixels, so square images look best.
4. Save your changes. Dispatchers can see the icon on the appointment in the Gantt and the
USER PERMISSIONS
dispatcher console map. Images with a transparent background appear with a white background.
In the appointment list, you can also include columns that show Gantt or custom icons. For example, To create a custom Gantt
set up a formula field that selects an icon image. Add the fields to show in the Service Appointment icon: One of the following:
List Columns field set. • Custom permission set:
FSL Admin Permissions
Example: Add an ice cream icon to an appointment that’s next to your favorite ice cream • Custom permission set:
shop. Find a URL that leads to an ice cream icon, and paste the link into the appointment’s FSL Dispatcher
Gantt icon field. (Of course, we recommend scheduling a snack break after the appointment.) Permissions
• Read and Edit on service
appointments
SEE ALSO:
Customize the Dispatcher Console with Field Sets
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Salesforce Field Service Working in the Field Service Dispatcher Console Appointment
List
Working in the Field Service Dispatcher Console Appointment List
Use the service appointment list on the left side of the Field Service dispatcher console to filter,
EDITIONS
sort, and search appointments within the list. You can also perform actions on selected appointments.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The service appointment list shows the appointments associated with the service territories you orgs) and Lightning
loaded to the Gantt or the appointments assigned to service resources within these service territories. Experience
From within the appointment list, you can: The Field Service core
• View the scheduling policy that’s currently applied, and apply a new one features, managed
package, and mobile app
• Select the date fields that are considered when filtering appointments to show on the Gantt
are available in Enterprise,
• Customize the Gantt’s time frame by adjusting its horizon or opting to make the appointment Unlimited, and Developer
list match the Gantt’s date range Editions.
• Schedule and dispatch service appointments
• Optimize your schedule
• Flag and unflag appointments
• Filter the appointment list based on a search query or appointment status
• Filter the appointment list by service territory
• Show icons and appointment details to communicate information quickly
• Customize the dispatcher console settings by clicking the gear icon in the top right-hand corner of the list
Search the Appointment List
To search within the appointment list, enter two or more characters in the search field. Separate multiple keywords with a comma, which
applies an OR condition to the search.
When you enter a query, the list updates to show only service appointments with at least one matching property. If no appointments
match your query, click Search All Records in the body of the list to search all appointments in your org. From the resulting list of
appointments, you can force-add an appointment to the list that doesn’t match the Gantt loading criteria. The Search All Records
action only supports search queries of a complete service appointment number or record ID.
These service appointment fields are scanned in searches:
• Service Appointment Number
• Gantt Label
• Account Name
• Assigned Resource Name
• Service Appointment ID
• Service Territory Name
• SA Status
• Fields in the Service Appointments List Columns field set that is of the following types: text, text area, lookup name, and picklist
Filter the Appointment List
Filters, similar to list views, control which service appointments appear in the appointment list. The list is also filtered based on the
horizon, selected date fields, and search values.
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Salesforce Field Service Working in the Field Service Dispatcher Console Appointment
List
Apply a filter by selecting one from the filter dropdown menu in the appointment list (1). Select appointments using different filters.
Click the link to see the selected list (2)
Note: The appointment list shows Field Service filters in the Standard Filters section, and custom filters that you’ve created in the
Custom Filters section. If Copilot is enabled, you will also see two additional sections, Copilot Summaries and My Copilot Searches.
See Using Einstein Copilot in the Dispatcher Console.
You can choose from the following filters in the Standard Filters section of the list. The custom permissions assigned to the user determine
the visibility of each filter. When the filtering criteria are based on Status, the filters consider the status category, which maps all standard
and custom status values to categories corresponding to the default status values. Conditions have an OR statement between them.
Filter Name Definition
All Service Appointments All service appointments.
Canceled Service appointments whose status category is Canceled.
Contractors Service appointments that are scheduled to capacity-based
resources.
Crews Service appointments whose parent work order or work order line
item has the Minimum Crew Size field set.
Exclude Bundle Members Service appointments that represent a bundle or aren’t part of a
bundle.
Flagged Service appointments that the user marked as flagged. Flags aren’t
saved when the dispatcher console is reloaded.
Gantt Service appointments that are currently shown on the Gantt, which
means they have one or more assigned resources and fall within
the defined time frame.
In Jeopardy Service appointments that are marked In Jeopardy and aren’t
canceled.
Recently Used Service appointments that were recently interacted with via
scheduling, dragging, Chatter posts, status changes, the Get
Candidates action, the Show on Gantt action, and the Open Details
action. Recent service appointments aren’t saved when the
dispatcher console is reloaded.
Rules Violating Service appointments that have rule violations and aren’t canceled.
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Salesforce Field Service Working in the Field Service Dispatcher Console Appointment
List
Filter Name Definition
Scheduled Service appointments with an assigned resource.
Selected Service appointments that the user selected in the appointment
list. Selections aren’t saved when the dispatcher console is reloaded.
To Do Service appointments that are awaiting an action from the
dispatcher. It includes appointments that match one of these
criteria.
• The status category is None.
• The appointment has rule violations.
• The appointment is In Jeopardy and isn’t Canceled or
Completed.
Unscheduled Service appointments that don’t have an assigned resource and
aren’t canceled.
Note:
• Create custom filters for the appointment list.
• To filter the appointment list by territory, click the gear icon in the appointment list and select Territory filtering.
Mass-Edit Appointments
To modify multiple appointments in the appointment list, select the desired appointments. Then, open the Actions menu and select an
action:
Action Definition
Schedule Execute an automatic scheduling process for the selected
appointments.
Dispatch Dispatch the selected appointments.
Flag / Unflag Add or remove a flag for the selected appointments. You can use
the flag for filtering later.
Check Rules Initiate a rule validation check for the selected appointments.
Unschedule Unschedule the selected appointments, or define the relevant time
range and service territories of the appointments that must be
unscheduled.
Optimize Optimize the selected appointments. You’re given the option to
select a scheduling policy and filter the selected appointments
before running the optimization.
To customize the list of actions, from the App Launcher, find, and open the Field Service Admin app. Click Field Service Settings >
Dispatcher Console UI > Gantt Configurations, and scroll to the section where you can reorder, add, or remove actions.
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Salesforce Field Service Working in the Field Service Dispatcher Console Appointment
List
Note: To limit dispatchers’ mass-edit options, remove the Bulk Dispatch, Bulk Optimize, Bulk Schedule, or Bulk Unschedule custom
permissions from their user profiles.
If you create custom dispatcher console actions in the Service List category, those actions appear below the built-in actions in the action
list.
Customize the Appointment List
Field sets control the fields and field order of the appointment list layout. For help, see Customize the Dispatcher Console with Field
Sets.
To use background shading in the appointment list, click the gear icon in the top-right corner and select Dispatch Console Settings.
In the Appointment List Color-Coding field, select an option:
Color-Coding Setting Definition
Default Apply a white background to appointments in the list
Full Shading Apply a flat background color
Horizontal Gradient Apply a gradient background color
Note:
• By default, an appointment’s color on the Gantt and appointment list is based on its status. However, Gantt palettes and the
Gantt Color field on service appointments override the default color scheme.
• Regardless of the appointment list color-coding setting, appointments with rule violations are highlighted in the appointment
list in yellow and in-jeopardy appointments are highlighted in red.
Highlight Filtered Appointments on the Gantt
Quickly spot the appointments shown in the appointment list on the Gantt. Select an appointment list filter or enter a search term, and
then click Highlight in the appointment list. All appointments and absences not shown in the list appear faded on the Gantt. Click the
X icon to remove the highlighting.
SEE ALSO:
How are Status Categories Used?
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Work in the Field Service Dispatcher Console Gantt
The Gantt is on the right side of the dispatcher console and contains the resource list, the schedule
EDITIONS
view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes
and improve computer performance. Stepped away from the dispatcher console? If you've been Available in: both Salesforce
inactive the Gantt session times out, reload the page when you return to continue. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
Note: The Gantt shows information from the past four years to the current date and shows The Field Service core
four years from the current date into the future. features, managed
package, and mobile app
Filter the Gantt in Field Service are available in Enterprise,
Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization, Unlimited, and Developer
Editions.
hours, and other features.
Filter the Field Service Gantt by Service Territory
The Gantt territory filter controls which appointments are shown in the Gantt and appointment list. In a field service operation with
numerous service territories, the faster you can control which territories are shown, the better!
Gantt Keyboard Shortcuts
Use keyboard shortcuts to work faster in the Field Service dispatcher console.
View Field Service Resource Utilization
To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each
resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization.
Color-Code the Gantt
Help dispatchers compare service appointments in the Field Service dispatcher console Gantt and map by creating custom color
palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum
based on the proximity of the due date.
View Service Crews on the Gantt
Control how service crews are displayed on the Gantt in the Field Service dispatcher console.
Work with Resource Absences
To make it easier for you to work with resource absences, create and edit resource absences directly on the Gantt, view overlapping
absences scheduled to the same resource, hide unapproved absences on the Gantt and show resource absences on the dispatcher
console map.
View Appointment KPIs on the Gantt
Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key Performance Indicator) bar.
Check Rule Violations on the Field Service Gantt
Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include
travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date.
Turn On Field Service Gantt Live Updates
Choose how to trigger Gantt live updates so that dispatchers don’t have to rely on timed updates. To get enhanced live update
capabilities, choose to work with Enhanced Live Updates.
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
Filter the Gantt in Field Service
Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization,
EDITIONS
hours, and other features.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
To open your filter settings, click the filter icon in the top left-hand corner of the Gantt. By default, orgs) and Lightning
the Gantt is sorted by service resource name. Experience
To search for resources within the resource list, enter two or more characters in the search field. The Field Service core
Separate multiple keywords with a comma, which applies an OR condition to the search. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Filter Tab Description
Hours Select a range of hours to show. The date resolution determines the Gantt time interval and how
available hours appear. For example, when you select a date resolution of 3 Days, the Gantt shows
resource availability across 4-hour intervals; it displays intervals with full or partial availability within
filtered hours. For In-Day, the Gantt shows half-hour intervals and ignores the filter for which hours
to show.
In 3 Days, Weekly, and 2 Weeks date resolutions, you can turn on the option to show a horizontal
scrollbar. Scrolling enables you to see all the relevant resource availability information also in lower
date resolutions.
You can turn on options to display or highlight weekends. For views that are less than weekly, the
Gantt always shows weekend days. When you turn on the option to show weekends, the Gantt
displays weekend days for date resolutions of weekly or longer.
A setting In Field Service Settings > Dispatcher Console UI lets you configure Sunday or Monday
as the start of the week.
At the bottom of the tab, you can customize the Long-Term view:
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Filter Tab Description
• Choose whether to show only multiday appointments
• Enter the number of months to display (up to 6)
• Hide appointments and absences under a certain length
(To reach the long-term view, select Long-Term in the top-right corner of the Gantt. You need the
Longterm View custom permission to access it.)
Resources Specify which service resources are shown and in what order. Select Show working resources only
in the filter box to show only resources that are available to be assigned to appointments on the
dates shown on the Gantt. To add more filterable fields to the Resources tab, update the Resource
Gantt Filter field set.
Skills Select skills that resources must possess to be shown on the Gantt. Change the Filter Logic to OR to
display resources with one or more of the selected skills.
When the Gantt’s resource skill filter runs, it preloads 50 skills and shows them as filter options based
on the available skills of the currently loaded resources. You can search for more skills using the skills
search bar and apply them as filter options.
The last applied filter is saved until the next time you change it.
Utilization Select the factors that are considered when calculating resource utilization, and control the days
shown in the utilization view. (To reach the utilization view, select Utilization in the top-right corner
of the Gantt.)
Palettes Create, manage, and apply palettes to color-code service appointments on the Gantt and map. Click
the icon in the top-right corner to open the palette editor.
SEE ALSO:
View Field Service Resource Utilization
Color-Code the Gantt
Gantt Keyboard Shortcuts
Filter the Field Service Gantt by Service Territory
The Gantt territory filter controls which appointments are shown in the Gantt and appointment
EDITIONS
list. In a field service operation with numerous service territories, the faster you can control which
territories are shown, the better! Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
To filter the Gantt by service territory, click the territory filtering icon at the top of the appointment Experience
list.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
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Then, select territories whose service resources and service appointments you want to see.
• Optionally, select Show service appointments not associated with a territory. These appointments can then be scheduled
within any of the selected service territories.
• If your organization contains many territories, click the star next to a frequently used service territory to add it to your favorites. Click
the Favorites tab to view your favorites.
• Hover over a territory and click Switch to deselect all territories and select only that territory.
• Click Save to apply the filter and return to the appointment list.
Note: Service territories without assigned resources are shown on the appointment list but not on the Gantt. If you have access
to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to find territories
that aren't selected.
View Secondary Service Territory Memberships on the Gantt
If service resources are assigned to more than one territory, you can choose to show secondary service territory memberships on the
Gantt.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Dispatcher Console UI > Gantt Configurations.
3. Select Show secondary Service Territory Members on Gantt chart, and save your changes.
4. From Setup, enter Permission Sets in the Quick Find box. Select Permission Sets under Users.
5. Click Field Service Dispatcher Permissions.
6. In the Apps section, click Custom Permissions.
7. Click Edit.
8. Add the FSL.View Resource on secondary STM custom permission to the Field Service Dispatcher permission set.
9. Click Save.
If you show secondary territory memberships on the Gantt, keep these considerations in mind.
• When the Candidates action is used, secondary territory members are flagged with a green icon.
• When service appointments are dragged onto the Gantt, the time slots are filled on both of the service resource’s rows.
• Territory utilization calculation doesn’t consider secondary territory members.
• When Gantt visibility is back on time zones, only secondary territory memberships with the same time zone are visible. If the primary
territory is filtered out, the secondary territory memberships are still visible.
SEE ALSO:
Create and Manage Map Polygons
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Gantt Keyboard Shortcuts
Use keyboard shortcuts to work faster in the Field Service dispatcher console.
EDITIONS
Command Description Keyboard Shortcut Available in: both Salesforce
Flag or unflag a service Flagged appointments appear Select service appointment, Classic (not available in all
appointment with a flag icon on the Gantt. then F orgs) and Lightning
Experience
Open parent work order or Opens the record in the Work Select service appointment,
The Field Service core
work order line item record Orders tab, outside of the then W
features, managed
Gantt.
package, and mobile app
Open service appointment Opens the record in the Service Select service appointment, are available in Enterprise,
record Appointments tab, outside of then S Unlimited, and Developer
the Gantt. Editions.
Open service appointment Opens a lightbox over the Select service appointment,
details Gantt with tabs containing then Enter
details about the appointment
and its parent record, related
records, map, and more.
Close service appointment Closes the lightbox. Esc
lightbox
Move a scheduled service You can drag an appointment Windows: Select service
appointment to a new spot in to a different spot in its appointment+Ctrl+drag
the schedule, allowing for assigned resource’s schedule macOS: Select service
travel time or to another resource’s row to appointment+Cmd+drag
reassign it. When an
appointment is dragged, it
snaps to the closest valid time
slot based on your Gantt drag
jump setting and on the
calculated travel time between
adjacent appointments or
absences. Configure your drag
jump setting in the Field
Service Admin app (Field
Service Settings >
Dispatcher Console UI).
Show today on the Gantt If the Gantt is configured to T
show multiple days, today is
the first day shown.
Switch to In Day view Changes the Gantt resolution 0 (zero)
to In Day.
Switch to Daily view Changes the Gantt resolution 1
to Daily.
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Command Description Keyboard Shortcut
Switch to 2 Days view Changes the Gantt resolution to 2 Days. 2
Switch to 3 Days view Changes the Gantt resolution to 3 Days. 3
Switch to Weekly view Changes the Gantt resolution to Weekly. 7
Switch to Multiday view Changes the Gantt resolution to Multiday. M
Switch to Utilization view Changes the Gantt resolution to Utilization. U
Scroll one day back For example, if you’re viewing the August Left Arrow
6 schedule, this shortcut switches the Gantt
to August 5.
Scroll one day forward For example, if you’re viewing the August Right Arrow
6 schedule, this shortcut switches the Gantt
to August 7.
Scroll one time period back For example, if you’re in the Weekly view, Shift+Left Arrow
this shortcut switches the Gantt to the
previous week.
Scroll one time period forward For example, if you’re in the 2 Days view, Shift+Right Arrow
this shortcut switches the Gantt to the next
two days.
Scroll up in schedule Scrolls up one row in the Gantt without Up Arrow
changing the dates shown.
Scroll down in schedule Scrolls down one row in the Gantt without Down Arrow
changing the dates shown.
View Field Service Resource Utilization
To make smarter scheduling and hiring decisions, view your service resources’ individual utilization
EDITIONS
percentages. You can see each resource’s utilization percentage for a particular day or over multiple
days, and sort resources in the Gantt by utilization. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
A service resource’s utilization is calculated by comparing their total operating hours to the number Experience
of hours they’re scheduled to work. Utilization is calculated only for non-capacity-based service
The Field Service core
resources.
features, managed
package, and mobile app
Calculate Utilization are available in Enterprise,
Unlimited, and Developer
To determine which factors are considered when calculating a resource’s utilization, click the Gantt
Editions.
filter icon and click the Utilization tab. Deselect factors that you don’t want to be used in the
calculation.
When all factors are selected, utilization is calculated using the following equation: (Service Appointments + Absences + Breaks + Travel
Time) / (Overtime Hours + *Normal Hours*)
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• SA = Scheduled service appointments
• Absences = Resource absences of type Absence
• Breaks = Resource absences of type Break
• Overtime Hours = Time slots of type Extended in the resource’s operating hours for its primary service territory
• Normal Hours = Time slots of type Normal in the resource’s operating hours for its primary service territory
For example, if a resource’s operating hours add up to 20 hours per week and they’re scheduled to work 10 hours in a particular week,
their average utilization for the week is 50%.
View Utilization on the Gantt
The Gantt provides a bird’s-eye view of your team’s utilization percentages. To turn on the utilization view, select Utilization in the
Gantt resolution field in the top-right corner.
From the utilization resource view, you can:
• View each resource’s average utilization over the days in the utilization view
• View a resource’s utilization for a particular day
• Click an event name to view its details
• Flag service appointments
• Click the date on the vertical axis to switch to the date’s daily view
Note: Resource absence duration (in a day) longer than the overall working day capacity is shown as 100% utilization.
Here’s how to customize the utilization display settings.
Change the number of days in the utilization view
The utilization view can show 1–31 days. To switch from the default of 31 days, click the Gantt filter icon, then click Utilization and
enter your preferred number of days (1). Each resource’s Average Utilization (2), shown beneath their name in the resource list, is
an average of their daily utilization percentage across the days shown in the utilization view.
Sort the resource list by average utilization
Sorting resources by their average utilization helps you identify which resources need more or fewer appointments. Click the Gantt
filter icon, then click Resources. In the Sort by field, select Average Utilization.
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
Customize the utilization-based color code
Resources in the resource list are shown in green, yellow, or red depending on their utilization percentage. To define the limits for
these three colors, from the App Launcher, find and open the Field Service Admin app. Click Field Service Settings > Dispatcher
Console UI > Gantt Configurations. Under Utilization Views, enter the number of hours that indicate High Utilization (default:
150), Medium Utilization (default: 100), and Extensive Travel (default: 33). In the utilization view:
• Resources whose schedules are below Medium Utilization appear in green.
• Resources whose schedules are between High and Medium Utilization appear in yellow.
• Resources whose schedules are above High Utilization appear in red.
• Resources whose percentage of travel is larger than the value you specify are considered Extensive Travel candidates, and appear
with an automobile icon.
Show each territory’s average daily utilization
Control when utilization information is shown for territories on the Gantt. From the App Launcher, find and open the Field Service
Admin app, and then click Field Service Settings > Dispatcher Console UI > Gantt Configurations. Select Show utilization
on the Gantt to show each territory's average daily utilization on the Gantt for all Gantt resolutions. If this option isn't selected,
utilization information is shown only when the Gantt resolution is set to Utilization.
If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt. However, their row
in the Gantt displays an icon that shows how close they’re to reaching their capacity.
SEE ALSO:
Fill Schedule Gaps in Field Service
Set Custom Permissions for Field Service
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
Color-Code the Gantt
Help dispatchers compare service appointments in the Field Service dispatcher console Gantt and
EDITIONS
map by creating custom color palettes based on a service appointment field. For example, create
a palette that displays appointments in a custom color spectrum based on the proximity of the due Available in: both Salesforce
date. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
You can base a palette on any service appointment field of the following types: checkbox, picklist,
The Field Service core
date, date-time, number, percent, or currency. Use the Due Date Approaching palette to color-code
features, managed
appointments based on how close they are to the due date. Create and manage palettes directly
package, and mobile app
from the Gantt.
are available in Enterprise,
1. From the App Launcher, find and open the Field Service app. Click the Field Service tab to Unlimited, and Developer
open the dispatcher console. Editions.
2. Click the filter icon at the top of the Gantt, and then click the Palettes tab.
3. Click the icon in the top-right corner to open the palette editor, and click New Palette. USER PERMISSIONS
4. Enter a name and description. To create, edit, and delete
5. Select which service appointment field to base the palette on. Gantt palettes:
• Gantt Palettes Edit
6. Define the color spectrum. We recommend creating a high-contrast spectrum. For picklist fields, custom permission
assign a color to each picklist value. For checkbox fields, select two colors signifying checked
To view the Palettes tab in
and unchecked. For numeric or date-based fields, choose how many colors to use, a minimum the Gantt and apply a
and maximum color, a color if no value is specified, and a corresponding minimum and maximum palette:
value. The palette editor then creates a spectrum for you. • Gantt Palettes View
7. Select Active to make the palette available to dispatchers. custom permission
8. Save your palette.
9. Apply a palette from the Palettes tab in the Gantt filter.
a. Select a palette in the dropdown list, and click Apply Palette. The list shows up to 10 active palettes in the org in alphabetical
order. Applying a palette changes the background color of appointments on the Gantt and adds an appropriately colored
horizontal bar above appointments on the map.
b. After a palette is applied, you can click Use Default Palette to return to the default color scheme.
The default color scheme—used when no palette is applied—color-codes appointments by status. You can’t update the default color
scheme or replace it with a custom palette. When you reload the Gantt or change which service appointments are shown in the
appointment list, the last palette that you used is applied.
The Gantt Color field on service appointments and service crews overrides the default color scheme. If you don’t like the default color
scheme, create a process in Process Builder that populates the Gantt Color field based on your preferred service appointment field.
Users with the Gantt Palettes View permission can see all palettes created in your org. To control palette access, set sharing on the Gantt
Palette object to Private. Then, use sharing rules to share each palette with the appropriate users.
Note: Create multiple palettes to address different scheduling questions. For example, use custom fields to create palettes that
do the following:
• Highlight appointments for VIP customers
• Color-code appointments based on service cost
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
• Color-code appointments based on the priority level of their parent work order
SEE ALSO:
Gantt Keyboard Shortcuts
Customize the Dispatcher Console with Field Sets
View Service Crews on the Gantt
Control how service crews are displayed on the Gantt in the Field Service dispatcher console.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
Classic (not available in all
Show One Crew orgs) and Lightning
Experience
In the resource list, click Show Crew on a service resource of type Crew to leave only the Crew and
its members on the Gantt and hide other resources. Click Hide Crew View to return to the regular The Field Service core
display. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Gantt displays each service crew member’s Gantt Label value. If the field is blank on a service crew member record, it defaults to
the service crew name + “Crew Member.” For example, Alpha Team Crew Member.
Show or Hide Crews
To customize the way crews are shown on the Gantt, click the Gantt filter icon. Click the Resources tab, and then select one of the
following values in the Crews filtering field.
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• Show all: Do not filter based on crew properties.
• Hide Service Crew Members: Show only service resources of type Crew and service resources of type Technician who are not
allocated to crews in the time frame open on the Gantt.
• Show Crews and their Service Crew Members: Show only service resources of type Crew and service resources of type Technician
who are allocated to those crews in the time frame open on the Gantt.
• Show only Crews: Show only service resources of type Crew.
• Hide Crews and Service Crew Members: Show only service resources of type Technician that are not allocated to a crew in the
time frame open on the Gantt.
Customize Crew Color
Optionally, display a service crew in a particular color on the Gantt by entering a hex code in the Gantt Color field on the crew. For
example, set the Gantt color to green (#008000) for all service crews that use a company vehicle. Crews without a defined Gantt color
appear in purple.
Here, we’ve entered #ff0000 in the Gantt Color field for the Vipers crew, and haven’t specified a color for the Diamondbacks crew.
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
SEE ALSO:
Considerations for Scheduling Service Crews
Create Service Crews
Service Crew Fields
Set Up Crew Management
Manage Field Service Crew Membership
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Work with Resource Absences
To make it easier for you to work with resource absences, create and edit resource absences directly
EDITIONS
on the Gantt, view overlapping absences scheduled to the same resource, hide unapproved absences
on the Gantt and show resource absences on the dispatcher console map. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Experience
Add Resource Absences on the Gantt The Field Service core
Create resource absences for service resources on the Gantt. features, managed
package, and mobile app
1. Click the absence creator icon located above the resource list and enter the absence details.
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To customize the Field
Service managed package:
• Customize Application
To create resource absences
on the Gantt:
Note: The maximum duration that you can enter is 336 hours and 59 minutes. If you
• Create Absences from
want the absence to be longer, create it from the Absences related list in the service Gantt custom permission
resource record, use the Adjust Duration action to extend its duration, or edit the duration
To edit the duration of a
from the Gantt.
resource absence on the
2. Drag the absence to one of the service resources on the Gantt. Gantt:
• Gantt - Enable Adjusting
Duration custom
Edit Resource Absences on the Gantt permission
Modify resource absences for service resources on the Gantt with one or more of these options.
1. Double-click a resource absence on the Gantt and then click Edit in the Details window to modify its details.
2. Drag a resource absence on the Gantt from one service resource to another to reassign the absence.
3. Right-click a resource absence on the Gantt and select Adjust Duration to extend or shorten its duration.
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
View Overlappinng Resource Absences on the Gantt
Define the height of overlapping resource absences shown on the Gantt to easily identify resource absences.
1. Click Dispatch Console Settings.
2. Select the height in Absence Overlap Height.
If you select Partial, the overlapping absences appear one on top of the other. If you select Full, only one absence is visible and
additional absences are hidden behind it.
Hide Unapproved Absences on the Gantt
When approval confirmation is enabled, only approved absences can block a mobile worker’s availability and appear on the Gantt.
Unapproved absences aren’t considered in scheduling or shown on the Gantt.
Note: If the Multiday view is selected, resource absences don't appear on the Gantt.
1. Create an approval process for absences that checks the FSL__Approved__c field.
2. To avoid confusion, approve all existing absences.
3. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
4. Click Scheduling > General Logic and select Activate approval confirmation on resource absences.
5. Save your changes.
Show Resource Absences on the Map
Absences are shown on the dispatcher console map with a purple icon and the planned route to and from the absence address. If this
option isn’t selected, absence length is added to the travel time of adjacent service appointments, which can be confusing for dispatchers.
Note: A resource absence must be properly geocoded by data integration rules—meaning it needs a latitude and longitude—to
appear on the map.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Dispatcher Console UI > Gantt Configurations and select Show absences on resource map.
3. Save your changes.
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
SEE ALSO:
Create Service Resource Absences for Field Service
View a Field Service Resource’s Calendar
Work Rule Type: Service Resource Availability
Service Resource Fields for Field Service
View Appointment KPIs on the Gantt
Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key
EDITIONS
Performance Indicator) bar.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
The KPI bar includes five indicators and can be found in the top-right corner of the Gantt. orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The indicators are, from left to right:
• Total scheduled time (workload) of all loaded service territories
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• Average travel time per service appointment of all service appointments shown on the Gantt
• Number of completed service appointments out of all service appointments shown on the Gantt
• Number of service appointments on the Gantt with rule violations
• Number of service appointments on the Gantt that are In Jeopardy
Check Rule Violations on the Field Service Gantt
Rule violations occur when a service appointment doesn’t follow predefined scheduling rules.
EDITIONS
Examples of rule violations include travel time conflicts and appointments that aren’t scheduled
between their Earliest Start Permitted and Due Date. Available in: both Salesforce
Classic (not available in all
This is a Field Service managed package feature.
orgs) and Lightning
Right-click one or more appointments on the Gantt chart or list and click Check Rules to manually Experience
check rule violations for selected service appointments. To manually check rules on demand for all
The Field Service core
loaded services on the Gantt, click Check Rules next to the scheduling policy.
features, managed
The scheduling policy selected at the top of the appointment list controls which rules are applied. package, and mobile app
If a rule violation occurs, the service appointment appears on the Gantt with a yellow triangle. Hover are available in Enterprise,
over the appointment to view its details and violated rules. Unlimited, and Developer
Editions.
USER PERMISSIONS
To enable dispatchers to
check rules manually:
• Custom permission sets:
• Field Service
Dispatcher
Permissions
• Field Service
Dispatcher License
Custom permissions:
• Enable Check Rules
- All Services
• Gantt and List -
Enable Check Rules
• Gantt and List -
Enable Bulk Check
Rule
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Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
When optimizing your team’s or a service resource’s schedule, appointments with rule violations remain pinned. With Enhanced
Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling
rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned
or in a pinned status.
Use the Check Rules feature to bulk-validate service appointments on the Gantt against your scheduling policy work rules and display
rule violations. This feature is applicable only if your Rule Validation Frequency field in Field Service Settings isn’t set to Always. Always
is the default setting for Salesforce orgs created before Summer ’21, where rules are checked for violations on all scheduled services after
every operation.
When you click the Check Rules button next to the scheduling policy, the system validates up to 6,000 service appointments on the
Gantt against your work rules and checks for violations. If you receive a notification that not all appointments were validated against
your policy rules, try to load fewer service appointments by shortening the horizon or viewing fewer service territories. Then perform
the check again to ensure all appointments are validated.
Note: When a bulk check rules operation is run, the service appointment records on the dispatcher console Gantt are checked
for rule violations in batches. Each batch size is the lesser of 200 appointments or the number of appointments assigned to the
first 40 resources loaded on the Gantt (sorted by record ID in ascending order) within the next 7 days of the scheduling horizon.
The system processes up to 30 batches of service appointments during each check rules operation. The maximum number of
appointments that can be validated against work rules in one check rules operation is calculated as 200 records per batch × 30
batches = 6,000 records. However, if fewer service appointments are found for the first 40 resources across the first 7 days of the
Gantt horizon (for example, 100), that number is used for the batches. This option results in fewer records processed (100 records
per batch × 30 batches = 3,000 records).
Note: Too many work rules in a scheduling policy can result in an Apex CPU timeout when checking rules for a large number of
service appointments. If you experience a timeout when checking rules, try removing some work rules, or check rules for fewer
service appointments.
When automatic scheduling is used—with the Schedule or Candidates action—rule violations don’t occur. Field Service automatically
formulates schedules that don’t violate rules, so rule violations occur only as a result of manual scheduling.
SEE ALSO:
Set Custom Permissions for Field Service
Manage Rule Validation Checks
636
Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
Turn On Field Service Gantt Live Updates
Choose how to trigger Gantt live updates so that dispatchers don’t have to rely on timed updates.
EDITIONS
To get enhanced live update capabilities, choose to work with Enhanced Live Updates.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Get Improved Real-Time Updates with Enhanced Live Updates (Beta)
Choose to have the Gantt auto-refresh with Enhanced Live Updates to experience better performance
USER PERMISSIONS
and get faster real-time updates. This feature’s enhanced capabilities let you handle large datasets
efficiently, experience a stable environment, and effectively manage time-sensitive and critical tasks. To configure the Field Service
Enhanced Live Updates is available to Experience Cloud site users. managed package:
• Customize Application
Note: Enhanced Live Updates is a pilot or beta service that is subject to the Beta Services
Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by To enable Enhanced Live
Updates:
Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service
• Field Service Admin
is at the Customer's sole discretion. permission set
1. From the App Launcher, find and select the Field Service Admin app, and then click the Field
Service Settings tab.
2. Click Dispatcher Console UI > Updating the Gantt.
3. Under Enhanced Live Updates, click Enable. When you enable Enhanced Live Updates, these prerequisites are checked and
automatically adjusted.
• Field Service Integration setting is enabled
• Remote site is activated
• Field Service Integration permission set is up-to-date
4. If Enhanced Live Updates doesn’t have read access to all fields in the service appointment’s field sets, it doesn’t provide updates.
Click Update Permissions to update the Field Service Integration permission to include read access for those fields.
5. Save your changes.
You can use timed updates instead of live updates to set the Gantt’s refresh frequency. On the same Updating the Gantt page, under
Timed Updates, enter the number of seconds between Gantt refreshes. The minimum frequency is 10 seconds.
637
Salesforce Field Service Work in the Field Service Dispatcher Console Gantt
Auto-Refresh the Gantt with Live Updates
Choose to have the Gantt auto-refresh with Live Updates. Live Updates relies on the Salesforce
USER PERMISSIONS
Streaming API.
1. Update sharing settings so that dispatchers receive notifications only about the data they have To configure the Field Service
access to. managed package:
• Customize Application
a. From the App Launcher, find and select the Field Service Admin app, and then click the
To view live updates on the
Field Service Settings tab.
Gantt:
b. Click Dispatcher Console UI > Updating the Gantt. • Streaming API custom
permission
c. Under Live Updates, check that each object’s sharing setting is Private. If not, update the
object’s sharing setting to Private in Salesforce Setup.
2. On the same Updating the Gantt page, click Update push topics. Push topics are used to send event notifications on specified
objects, fields, and criteria. Field Service creates push topics for these objects.
• Service resource
• Resource absence
• Service appointment
• Assigned resource
• Service resource capacity
• Field Service operation
• Optimization request
3. Select Gantt updates are enabled org wide.
4. Select Allow admins to use Gantt updates.
5. Save your changes.
Gantt Live Updates has these limitations.
• Dispatchers without the Streaming API custom permission get timed updates on the Gantt, as defined in your settings.
• Live updates aren’t available to Experience Cloud site users.
• Gantt Live Update access isn’t automatically available to all admins, and too many live update requests can cause the Gantt to crash.
• Gantt Live Updates are subject to org limits for event delivery and PushTopic Streaming Allocations.
• If the service appointments were recently updated, field values on service appointments that appear on the Gantt also get their
latest value. Because formula fields don’t trigger updates to the record, formula fields never trigger the push updates to that service
appointment.
638
Salesforce Field Service Working in the Field Service Dispatcher Console Map
Working in the Field Service Dispatcher Console Map
The dispatcher console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce.
EDITIONS
Learn how to customize the map view and draw territories directly on the map.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Customize the Field Service Dispatcher Console Map Experience
Control the information shown on the dispatcher console map. By default, the map shows
The Field Service core
markers for all service resources whose appointments are loaded in the Gantt or appointment features, managed
list. package, and mobile app
Enable Map Polygons in Field Service are available in Enterprise,
Set up and configure map polygons so you can draw your own territories directly on the map. Unlimited, and Developer
Editions.
Create and Manage Map Polygons
Draw your own Field Service territories directly on the map, then link them to your service
territories. Polygons make it easy to mass-update all appointments within a specific geographic area.
Import Service Territory Polygons in KML
Map polygons represent the physical boundaries of a service territory in Field Service. While you can draw a polygon on the dispatcher
console map, you can also import one in KML (Keyhole Markup Language). For example, cities may provide public KML files so you
can create service territories whose boundaries correspond exactly to the city borders.
SEE ALSO:
View a Field Service Resource’s Daily Travel Route
Set Up Routing for Travel Time Calculations
Customize the Field Service Dispatcher Console Map
Control the information shown on the dispatcher console map. By default, the map shows markers
EDITIONS
for all service resources whose appointments are loaded in the Gantt or appointment list.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
639
Salesforce Field Service Working in the Field Service Dispatcher Console Map
To navigate to the dispatcher console map, from the App Launcher, find and open the Field Service app, and then click Field Service.
Then, click the Map tab. To pop out the map and drag it anywhere within the dispatcher console, hover over the Map tab from the Gantt
and click .
If you can’t see the map, ask your admin to enable sending geolocation and map data to Google and Apple from Field Service Settings
in Setup.
Note: The dispatcher console map can appear different than the map displayed on service territory member detail pages because
of a difference in geocoding granularity. As a rule, the dispatcher console map is more accurate.
By default, the map center is Los Angeles. This default can't be changed.
Choose What Information is Shown
Click Map Layers, which opens on the Markers tab. Select the information to display for selected service resources:
• Live Positions: When a service resource updates a service appointment’s status from their mobile device, their coordinates are
automatically recorded. Live Position shows the latest coordinates saved in the system.
• Homebase: The selected service resource’s home base, set on their detail page.
• Service Appointments: All service appointments that are assigned to the selected service resource and shown in the appointment
list.
• Service Territories: The resource’s service territories.
Choose Which Service Resources are Shown
Click Map Layers, then click the Service Resources tab. Use the search to select one or more service resources whose information you
want displayed on the map.
Display Report Data
Click Map Layers, then click the Reports tab. Select reports containing geolocation fields that you want to be displayed on the map.
This way, you can view location-based standard or custom objects as separate map layers.
Only tabular reports in the Field Service Reports folder appear in the Reports tab. By default, the markers’ icons on the map are styled as
the object type in the first column in the report. Up to 10 additional columns are visible inside the marker’s info window.
Up to 500 total report markers can be displayed on the Gantt map at one time. If a report has more than 500 markers, consider adding
more filters.
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Salesforce Field Service Working in the Field Service Dispatcher Console Map
Manage Map Polygons
Click Map Layers, then click the Polygons tab. Choose which polygons are displayed, customize their color-coding, and create polygons.
You can also create and manage polygons from the Map Polygons tab in your Salesforce environment.
View Traffic Conditions
Click Traffic at the top of the map to show traffic conditions.
Customize Icons and Colors for Reports
Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation
fields.
SEE ALSO:
Customize Icons and Colors for Reports
Customize Icons and Colors for Reports
Give your reports contrast on the Gantt map by customizing their icons and colors. You can map
EDITIONS
any tabular report that has geolocation fields.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field orgs) and Lightning
Service Settings tab. Experience
2. Click Dispatcher Console UI > Map. Under Report Styles, select a report. The Field Service core
3. Select a color and an icon for the report, then click Add Report. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To configure the Field Service
managed package:
• Customize Application
To customize icons and
colors for reports:
• Custom permission set:
FSL Admin Permissions
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Salesforce Field Service Working in the Field Service Dispatcher Console Map
4. Click Save.
5. From the App Launcher, find and open the Field Service app. To open the dispatcher console, click the Field Service tab.
6. Click Map > Map Layers > Reports.
7. Select a report and click Add Layer.
If you decide not to use customized icons and colors for your reports, they are mapped using the default style for that object type.
642
Salesforce Field Service Working in the Field Service Dispatcher Console Map
Enable Map Polygons in Field Service
Set up and configure map polygons so you can draw your own territories directly on the map.
EDITIONS
This is a Field Service managed package feature.
Available in: both Salesforce
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets Classic (not available in all
under Users. orgs) and Lightning
2. Click Field Service Dispatcher Permissions. Experience
3. In the Apps section, click Custom Permissions. The Field Service core
features, managed
4. Click Edit.
package, and mobile app
5. Add the following available custom permissions to the enabled custom permissions. are available in Enterprise,
Unlimited, and Developer
• FSL.Polygons - create\update
Editions.
• FSL.Polygons - view
6. Click Save. USER PERMISSIONS
Note: To give access to a selection of your users, create custom permission sets and To configure the Field Service
assign these permissions to those users. managed package:
• Customize Application
7. Create a tab for the Map Polygon custom object.
8. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab.
9. Click Service Appointment Life Cycle > Creation.
10. Select Use polygons to assign service territories.
11. Set the territory classification policy to Highest.
When there are parent-child relationships between service territories (for example, San Francisco and California), the service
appointment is assigned to the highest territory in the hierarchy (California). Select Lower if you want appointments to be assigned
to the lowest territory (San Francisco). Service appointments are never assigned to middle-tier territories.
If you selected Use polygons to assign service territories and you also selected Delay Auto-Scheduling until Appointments are
Geocoded under Field Service Settings > Scheduling > General Logic, the territory classification starts only after the data integration
rule for service appointments updates the geolocation information.
SEE ALSO:
Schedule an Appointment Automatically
Manage Data Integration Rules for Field Service
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Salesforce Field Service Working in the Field Service Dispatcher Console Map
Create and Manage Map Polygons
Draw your own Field Service territories directly on the map, then link them to your service territories.
EDITIONS
Polygons make it easy to mass-update all appointments within a specific geographic area.
Available in: both Salesforce
This is a Field Service managed package feature.
Classic (not available in all
orgs) and Lightning
Create and Update Polygons Experience
After map polygons are enabled, you can draw polygons straight on the dispatcher console map The Field Service core
or import them in KML (Keyhole Markup Language) format. features, managed
package, and mobile app
1. To open the dispatcher console, from the App Launcher, find and open the Field Service app,
are available in Enterprise,
and then click Field Service.
Unlimited, and Developer
2. Click the Map tab, and then click Map Layers. Editions.
3. Select Polygons.
4. Click New.
5. Name your polygon and select a color.
6. Select a service territory.
Note: The service territory field is used during appointment scheduling. When a new service appointment is created, the
Service Territory field auto-populates based on the appointment’s address. When a service appointment address changes and
its Service Territory field is empty, the address is matched to a polygon and that polygon’s territory.
7. Draw your polygon on the map.
8. Click Save.
To import a polygon in KML—for example, a public KML file for a county or city—click the Map Polygons custom object tab in Salesforce,
and then click New. Add a name, color, description, and service territory. In the KML Details field, add your KML text.
Update polygons from the Map Polygons tab or the Polygons map layer. Edit your polygons by dragging them to a new location on the
map. You can also reshape them, rename them, or assign a different color or territory to them.
Take Mass Actions on Polygons
From the dispatcher console map view, you can mass-edit all service appointments within a polygon. Right-click a polygon and select
one of the following actions.
• Schedule / Unschedule / Dispatch: Schedule, unschedule, or dispatch all service appointments within the polygon in the current
view.
• In Jeopardy: Set the In Jeopardy field to True for every service appointment within the polygon.
• Delete Polygon: Delete the polygon.
• Cut Intersections: Select a polygon and cut its intersections with other polygons. Select multiple polygons, then click Go to trim
the polygons so they no longer intersect.
Note: To add to the actions list on polygons, create custom actions. For details, see Create Custom Actions for the Field Service
Dispatcher Console.
Limits and Considerations
• A polygon can contain up to 3,200 coordinates.
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Salesforce Field Service Working in the Field Service Dispatcher Console Map
• If you load more than 200 polygons to the dispatcher console, you may experience performance issues. To avoid these issues, set
the sharing of the Map Polygon object to Private and use sharing to expose only the relevant polygons to dispatchers.
• If a service appointment’s geolocation matches more than one polygon, the appointment is assigned to either the highest or
lowest-level territory in the hierarchy depending on your settings.
• When creating polygons, don’t create overlaps unless there are parent-child relationships between the corresponding service
territories (for instance, San Francisco and California). Service appointments are never assigned to middle-tier territories.
• If two or more polygons overlap and there’s no hierarchy in place, service appointments are assigned to the first polygon that was
created.
• When updating polygons, you can move a polygon to a different location on the map or adjust its vertices to change the polygon’s
shape. You can’t delete individual vertices. Instead, you must delete the entire polygon and create another one.
Import Service Territory Polygons in KML
Map polygons represent the physical boundaries of a service territory in Field Service. While you
EDITIONS
can draw a polygon on the dispatcher console map, you can also import one in KML (Keyhole
Markup Language). For example, cities may provide public KML files so you can create service Available in: both Salesforce
territories whose boundaries correspond exactly to the city borders. Classic (not available in all
orgs) and Lightning
This is a Field Service managed package feature.
Experience
To import a polygon in KML, click the Map Polygons custom object tab in Salesforce and click New.
The Field Service core
Add a name, color, description, and service territory. In the KML Details field, add your KML text.
features, managed
Make sure that each set of coordinates has its own line.
package, and mobile app
Example: are available in Enterprise,
Unlimited, and Developer
<?xml version="1.0" encoding="UTF-8"?> Editions.
<kml xmlns="http://www.opengis.net/kml/2.2">
<Style id="myPolygonStyle">
<LineStyle>
<width>1</width>
</LineStyle>
<PolyStyle>
<color>8047A043</color>
</PolyStyle>
</Style>
<Placemark>
<name>myPolygon</name>
<styleUrl>#myPolygonStyle</styleUrl>
<Polygon>
<outerBoundaryIs>
<LinearRing>
<coordinates>-122.44257817993167,37.80710430993863,0
-122.4278153015137,37.804391739106606,0
-122.4113358093262,37.80737556154185,0
-122.40412603149417,37.80629054915071,0
-122.38867650756839,37.78974213500372,0
-122.38764653930667,37.74821914921608,0
-122.45390783081058,37.74523293816564,0
-122.4604309631348,37.78865686357955,0
-122.44257817993167,37.80710430993863,0</coordinates>
</LinearRing>
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Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
</outerBoundaryIs>
</Polygon>
</Placemark>
</kml>
Use Einstein Copilot in the Dispatcher Console
Use Copilot to get a daily overview of service appointments that require immediate attention, such
EDITIONS
as appointments with rule violations, overlaps, SLA risks, or emergencies. Each category that appears
in the summary is converted into a filter in the appointment list, so it’s easy for you to resolve these Einstein generative AI is
issues immediately. You can also use Copilot to quickly find service appointments and take immediate available in Lightning
action, when planning schedules or addressing schedule changes. Copilot can convert your search Experience. Setup for
criteria into filters that you can access from the appointment list. Einstein generative AI is
available in Lightning
This is a Field Service managed package feature. Experience.
The Field Service core
Get a Daily Summary
features, managed
Copilot enables you to get an immediate overview of all of the critical service appointments package, and mobile app
that require your attention. The summary includes unscheduled appointments due today, are available in Enterprise,
emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization Unlimited, and Developer
is enabled, the overview also includes appointments with rule violations and overlapping Editions. Einstein for Field
appointments. Service features are
Search for Appointments and Create Filters available in Einstein 1 Field
Service Edition.
Use Copilot to search for any service appointment by using natural language rather than
searching from the appointment list. Ask Copilot to create filters in the appointment list based To purchase Einstein 1 Field
on your search criteria. Access these filters from the My Copilot Searches section of the filter Service, contact your
list. Salesforce account
executive.
Interacting with Einstein Copilot in the Dispatcher Console
Einstein Copilot allows you to interact with it by using natural language phrases. You can use
it to generate a summary of your schedule, or you can use it to search for service appointments USER PERMISSIONS
and create a filter based on your search criteria.
To use Field Service
Customize Summary Categories for Einstein Copilot Field Service Actions Scheduling Summary and
Salesforce admins can customize the categories that are shown in the dispatcher copilot Create Filter actions:
summary to include additional categories. The categories that appear in the summary are based • Access Field Service
on a dashboard and reports. To create different categories, create a dashboard and reports. Copilot Actions
SEE ALSO:
Einstein for Field Service
Get a Daily Summary
Copilot enables you to get an immediate overview of all of the critical service appointments that require your attention. The summary
includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization
is enabled, the overview also includes appointments with rule violations and overlapping appointments.
646
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
In addition to displaying the overview, Copilot creates filters for you. You can access these filters from the My Copilot Summaries section
of the filter list to take immediate action.
1. To use Einstein Copilot in the Dispatcher Console, ask Copilot to create a schedule summary by using a phrase such as “Summarize
my schedule” (1). For more suggestions see Interacting with the Einstein Copilot in the Dispatcher Console on page 651.
Copilot shows the summary (2) for each category. Copilot also creates filters for each category in the filters list (3). You can use the
tooltip to view a description of each filter.
2. To show the appointments in the appointment list, select one of the filters (4).
Note: If you ask copilot for a schedule summary, you get a summary for all territories visible in the Gantt. If you ask for a
schedule summary for all territories, you get a summary for all territories you have access to.
Search for Appointments and Create Filters
Use Copilot to search for any service appointment by using natural language rather than searching from the appointment list. Ask Copilot
to create filters in the appointment list based on your search criteria. Access these filters from the My Copilot Searches section of the
filter list.
1. To use Einstein Copilot in the Dispatcher Console, ask Copilot to search for appointments. For example, “Show me unscheduled
appointments that are due today.”
Copilot shows a list of appointments that match your search criteria (1). Copilot also creates filters for each category in the filters list
(3). You can use the tooltip to view a description of each filter.
2. Ask Copilot to create a filter for you by using a phrase such as “Create a filter” (2). For more suggestions see Interacting with the
Einstein Copilot in the Dispatcher Console on page 651.
The filter appears in the filter list (3), and your appointments are shown in the appointments list (4), enabling you to take appropriate
action.
647
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
Note: You can access the filter again from the My Copilot Searches section in the filters list, according to the date and time
you created the filter. To see details about your search, hover over the tooltip.
Get a Daily Summary
Copilot enables you to get an immediate overview of all of the critical service appointments that
EDITIONS
require your attention. The summary includes unscheduled appointments due today, emergencies,
and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the Einstein generative AI is
overview also includes appointments with rule violations and overlapping appointments. available in Lightning
Experience. Setup for
This is a Field Service managed package feature.
Einstein generative AI is
In addition to displaying the overview, Copilot creates filters for you. You can access these filters available in Lightning
from the My Copilot Summaries section of the filter list to take immediate action. Experience.
1. To use Einstein Copilot in the Dispatcher Console, ask Copilot to create a schedule summary The Field Service core
by using a phrase such as “Summarize my schedule” (1). For more suggestions see Interacting features, managed
with the Einstein Copilot in the Dispatcher Console on page 651. package, and mobile app
Copilot shows the summary (2) for each category. Copilot also creates filters for each category are available in Enterprise,
in the filters list (3). You can use the tooltip to view a description of each filter. Unlimited, and Developer
Editions. Einstein for Field
2. To show the appointments in the appointment list, select one of the filters (4).
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
USER PERMISSIONS
To use Field Service
Scheduling Summary and
Create Filter actions:
Note: If you ask copilot for a schedule summary, you get a summary for all territories • Access Field Service
visible in the Gantt. If you ask for a schedule summary for all territories, you get a summary Copilot Actions
for all territories you have access to.
Considerations and Limitations for Getting a Daily Summary
Get familiar with tips, tricks, and potential pitfalls before you use the dispatcher agent to get a daily summary of your scheduling
issues.
648
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
Considerations and Limitations for Getting a Daily Summary
Get familiar with tips, tricks, and potential pitfalls before you use the dispatcher agent to get a daily
EDITIONS
summary of your scheduling issues.
Einstein generative AI is
Considerations available in Lightning
Experience. Setup for
• If you ask copilot for a schedule summary, you get a summary for all territories visible in the Einstein generative AI is
Gantt. If you ask for a schedule summary for all territories, you get a summary for all territories available in Lightning
you have access to. Experience.
• If more than one Gantt is open, and you ask copilot for a schedule summary, you get a summary
The Field Service core
based on the territories in the last Gantt you opened.
features, managed
• When you ask for a schedule summary, the summary includes appointments for territories package, and mobile app
visible in the current Gantt only. For example, John Smith has appointments in Western New are available in Enterprise,
York and Central New York, but you’re Gantt shows Western New York only. When you ask for Unlimited, and Developer
a schedule summary, you see a summary for appointments in Western New York only. Editions. Einstein for Field
• To get a schedule summary that containsspecific criteria, you must first search for the Service features are
appointments and only then ask to summarize the results. For example, to get a summary of available in Einstein 1 Field
scheduling issues for all territories containing the word New, you first need to search for the Service Edition.
appointments. For example, type Find me appointments for territories To purchase Einstein 1 Field
containing New, and after you see the appointments you can ask for a summary by typing Service, contact your
Create a schedule summary for these appointments. Salesforce account
executive.
Limitations
• The number of rule violations and overlaps is based on up to 4,000 records.
• If the Gantt is closed, the summary is created but the filters aren’t.
• You can’t customize the categories named Appointments with Rule Violations and Overlapping Appointments.
649
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
Search for Appointments and Create Filters
Use Copilot to search for any service appointment by using natural language rather than searching
EDITIONS
from the appointment list. Ask Copilot to create filters in the appointment list based on your search
criteria. Access these filters from the My Copilot Searches section of the filter list. Einstein generative AI is
available in Lightning
This is a Field Service managed package feature.
Experience. Setup for
1. To use Einstein Copilot in the Dispatcher Console, ask Copilot to search for appointments. For Einstein generative AI is
example, “Show me unscheduled appointments that are due today.” available in Lightning
Copilot shows a list of appointments that match your search criteria (1). Copilot also creates Experience.
filters for each category in the filters list (3). You can use the tooltip to view a description of
The Field Service core
each filter.
features, managed
2. Ask Copilot to create a filter for you by using a phrase such as “Create a filter” (2). For more package, and mobile app
suggestions see Interacting with the Einstein Copilot in the Dispatcher Console on page 651. are available in Enterprise,
The filter appears in the filter list (3), and your appointments are shown in the appointments Unlimited, and Developer
list (4), enabling you to take appropriate action. Editions. Einstein for Field
Service features are
available in Einstein 1 Field
Service Edition.
To purchase Einstein 1 Field
Service, contact your
Salesforce account
executive.
USER PERMISSIONS
To use Field Service
Scheduling Summary and
Note: You can access the filter again from the My Copilot Searches section in the filters Create Filter actions:
list, according to the date and time you created the filter. To see details about your search, • Access Field Service
hover over the tooltip. Copilot Actions
650
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
Interacting with Einstein Copilot in the Dispatcher Console
Einstein Copilot allows you to interact with it by using natural language phrases. You can use it to
EDITIONS
generate a summary of your schedule, or you can use it to search for service appointments and
create a filter based on your search criteria. Einstein generative AI is
available in Lightning
This is a Field Service managed package feature.
Experience. Setup for
Einstein generative AI is
Terminology for Interacting with Einstein Copilot available in Lightning
Experience.
Get a Schedule Summary Create a Filter from Your Copilot Search The Field Service core
features, managed
Summarize my schedule Display in the appointments list
package, and mobile app
Summarize the schedule for today Display these appointments in the list are available in Enterprise,
Unlimited, and Developer
Summarize my schedule issues Display these in the appointments list Editions. Einstein for Field
Service features are
Summarize scheduling issues Display them in the appointments list
available in Einstein 1 Field
Create a gantt summary Display these appointments in the gantt list Service Edition.
Create a schedule overview Display in list To purchase Einstein 1 Field
Service, contact your
Create a schedule summary Display appointments in list Salesforce account
executive.
Create a scheduling issues summary Display these in the list
Show me the schedule summary Display them in the list
USER PERMISSIONS
Show me the Gantt summary Display results in the appointments list
To use Field Service
Show me my schedule issues for today Display appointments in gantt list Scheduling Summary and
Create Filter actions:
Show me the schedule issues for today Display in the appointment list • Access Field Service
Copilot Actions
Show me today's scheduling issues Display these in the appointment list
Show me my scheduling issues for today Display them in the appointment list
Summarize my schedule for territories X and Y Display the results in the appointment list
(territory names)
Summarize my schedule issues for territories X, Create a filter
Y or for X, Y (territory names)
Summarize my schedule issues for territories X, Create a filter for these appointments
Y or for X, Y (territory names)
Create a Gantt summary for territories X, Y or for Create a filter for this search
X, Y (territory names)
Show me the schedule summary for territories Create appointment list filter
X, Y or for X, Y (territory names)
Summarize the gantt Create an appointment list for them
Generate a schedule summary Show these appointments in the list
651
Salesforce Field Service Use Einstein Copilot in the Dispatcher Console
Generate a schedule summary for territories X, Y (territories names) Move to the appointment list
Display a summary of today's scheduling issues Move them to the gantt list
Customize Summary Categories for Einstein Copilot Field Service Actions
Salesforce admins can customize the categories that are shown in the dispatcher copilot summary
EDITIONS
to include additional categories. The categories that appear in the summary are based on a dashboard
and reports. To create different categories, create a dashboard and reports. Einstein generative AI is
available in Lightning
This is a Field Service managed package feature.
Experience. Setup for
The standard summary categories provided by the dispatcher copilot are: Einstein generative AI is
• Unscheduled appointments due today available in Lightning
Experience.
• Emergencies
• In-jeopardy appointments The Field Service core
features, managed
When Enhanced Scheduling and Optimization is enabled, the summary also includes: package, and mobile app
• Appointments with rule violations are available in Enterprise,
Unlimited, and Developer
• Overlapping appointments
Editions. Einstein for Field
However, reports don't generate these categories, and you can't customize or remove categories. Service features are
1. Build a report based on the available service appointment fields. available in Einstein 1 Field
Service Edition.
2. Build a dashboard and add the reports you created.
To purchase Einstein 1 Field
3. Save the dashboard in the Field Service Copilot Dashboards folder.
Service, contact your
4. From the App Launcher, find and select Field Service Admin. Salesforce account
executive.
5. From the Field Service Settings tab, select Dispatcher Console UI.
6. Open the COPILOT tab.
USER PERMISSIONS
7. From the Dashboard list, select the dashboard you created.
8. Click Save. To use Field Service
Scheduling Summary and
Create Filter actions:
• Access Field Service
Copilot Actions
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Salesforce Field Service Field Service Object Fields
Considerations:
• When defining reports, don't define a date.
• Due to performance issues, use selective report conditions and avoid conditions such as NOT IN or NOT EQUAL TO. See Write Efficient
Queries in Trailhead for more information.
• These report and dashboard limitations apply to the dashboards and reports you create.
Field Service Object Fields
Learn about the fields available on Field Service standard objects.
EDITIONS
Note: If you have your own field service terminology, remember that you can rename an
object’s tab and labels. In Setup, select Rename Tabs and Labels, and enter your own term Available in: both Salesforce
for the object you’d like to rename. Classic (not available in all
orgs) and Lightning
Experience
Field Service Objects
The Field Service core
When you enable Field Service, you gain access to a suite of standard Salesforce objects. The
features, managed
Field Service managed package also includes custom objects that support its scheduling and
package, and mobile app
optimization features.
are available in Enterprise,
Appointment Bundle Aggregation Duration Downscale Fields Unlimited, and Developer
Appointment Bundle Aggregation Duration Downscales have the following fields. Editions.
Appointment Bundle Aggregation Policy Fields
Appointment Bundle Aggregation Policies have the following fields.
Appointment Bundle Config Fields
Appointment Bundle Configs have the following fields.
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Salesforce Field Service Field Service Object Fields
Appointment Bundle Policy Fields
Appointment Bundle Policies have the following fields.
Appointment Bundle Policy Service Territory Fields
Appointment Bundle Policy Service Territories have the following fields.
Appointment Bundle Propagation Policy Fields
Appointment Bundle Propagation Policies have the following fields.
Appointment Bundle Restriction Policy Fields
Appointment Bundle Restriction Policies have the following fields.
Appointment Bundle Sort Policy Fields
Appointment Bundle Sort Policies have the following fields.
Asset Downtime Period Fields
Asset downtime represents a period during which an asset isn’t able to perform as expected. Downtime periods include planned
activities, such as maintenance, and unplanned events, such as mechanical breakdown. Asset Downtime Periods have the following
fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Expense Fields for Field Service
Expenses let your service resources track costs and associate them to work orders.
Geolocation-Based Action Fields
Geolocation-Based Actions have the following fields.
Job Profile Fields for Field Service
Job profiles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
Linked Article Fields
A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the
following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Location Fields for Field Service
Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on
your page layout and field-level security settings.
Maintenance Plan Fields
Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit
certain fields because of your page layout and field-level security settings.
Operating Hours Fields for Field Service
Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout
and field-level security settings.
Product Request and Transfer Fields
Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable
depending on your page layout and field-level security settings.
Product Item and Inventory Fields
Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you
can't see or edit certain fields because of your page layout and field-level security settings.
Product Service Campaign Fields
Product service campaigns and product service campaigns line items have the following fields. Sometimes you can't see or edit
certain fields because of your page layout and field-level security settings.
654
Salesforce Field Service Field Service Object Fields
Return Order Fields
Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your
page layout and field-level security settings.
Recordset Filter Criteria Fields
Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may not be visible or editable depending
on your page layout and field-level security settings.
Serialized Products and Serialized Products Transactions Fields
Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t see or edit certain fields because of
your page layout and field-level security settings.
Service Appointment Fields for Field Service
Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and
field-level security settings.
Service Crew Fields
Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings,
you may not be able to view or update some of them.
Service Report Fields
Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending
on your page layout and field-level security settings.
Service Resource Fields for Field Service
Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields.
Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.
Service Territory Fields for Field Service
Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable
depending on your page layout and field-level security settings.
Shift Fields for Field Service
Shifts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security
settings.
Shift Pattern Fields
Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or editable depending on your page
layout and field-level security settings.
Shift Template Fields
Shift templates have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
Skill Fields for Field Service
Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements
have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Time Sheet Fields
Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page
layout and field-level security settings.
Travel Mode Fields
Travel Modes have the following fields.
655
Salesforce Field Service Field Service Objects
Warranty Fields
Warranty terms, product warranty terms, and asset warranties have the following fields. Your page layout and field-level security
settings can hide some fields and prevent you from editing others.
Work Order Fields for Field Service
Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level
security settings.
Work Order Line Item Fields for Field Service
Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and
field-level security settings.
Work Type Fields for Field Service
Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
SEE ALSO:
Set Up Field Service
Field Service Developer Guide
Field Service Objects
When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field
EDITIONS
Service managed package also includes custom objects that support its scheduling and optimization
features. Available in: both Salesforce
Note: This list doesn’t include sharing, feed, or history objects. Classic (not available in all
orgs) and Lightning
Experience
Standard Objects The Field Service core
features, managed
Object Name Definition Tab in package, and mobile app
Salesforce? are available in Enterprise,
Unlimited, and Developer
Address An address associated with a location. Editions.
App Extension A link between the Field Service mobile app and
other mobile apps.
Appointment Bundle Sums the duration of the bundle members,
Aggregation Duration reduced by a predefined percentage.
Downscale
Appointment Bundle Policy that defines how the property values of the
Aggregation Policy bundle members are aggregated and assigned to
the bundle.
Appointment Bundle Config General parameters that define the behavior of the
bundle.
Appointment Bundle Policy Policy that defines how the bundling of service
appointments is handled.
656
Salesforce Field Service Field Service Objects
Object Name Definition Tab in
Salesforce?
Appointment Bundle Policy Service Territory A link between the Bundle Policy and the Service Territory.
Appointment Bundle Propagation Policy Policy that defines which property values are inherited from the bundle
to the bundle members or are assigned as constant values in the bundle
members.
Appointment Bundle Restriction Policy Policy that defines the restrictions that are considered while forming
a bundle.
Appointment Bundle Sort Policy Policy that defines the properties by which the bundle members are
sorted within the bundle. Can also be used in the automated mode
for determining the selection order of the bundle members.
Assigned Resource A service resource that is assigned to a service appointment.
Associated Location A location linked to a specific account.
Asset Downtime Period A downtime period associated with an asset.
Asset Warranty A warranty term associated with an asset.
Digital Signature A captured signature from a field service customer or mobile worker.
Expense An expense such as tools or travel costs linked to a work order.
Expense Report A report that summarizes expenses.
Expense Report Entry An expense that’s included in an expense report.
Field Service Mobile Settings A collection of settings related to the Field Service mobile app.
Job Profile A set of skills used to match service resources to shifts.
Linked Article A knowledge article version that is attached to a work order, work order
line item, or work type.
Location A warehouse, site, van, or plant, usually where inventory is stored or
used.
Maintenance Asset An asset associated with a particular maintenance plan. The plan’s
work orders list the asset associated with it.
Maintenance Plan A plan for preventive maintenance on assets. Work orders are generated
for all maintenance visits.
Maintenance Work Rule A reoccurring maintenance item.
Mobile Settings Assignment The assignment of a field service mobile settings configuration to a
user profile.
Operating Hours Field service hours that you can define for service territories, service
territory members, and accounts.
Product Consumed A product from your inventory that was used to complete a work order
or work order line item.
657
Salesforce Field Service Field Service Objects
Object Name Definition Tab in
Salesforce?
Product Item A portion of your inventory stored at a particular location. Every product
item is linked to a product and a location.
Product Item Transaction Represents the restocking, consumption, or stock adjustment of a
product item.
Product Request A request for inventory.
Product Request Line Item A subdivision of a product request, associated with a particular product.
Product Required A product that is required for the completion of a work order or work
order line item.
Product Service Campaign A set of activities to be performed on a product service campaign asset,
such as a product recall for safety issues or product defects.
Product Service Campaign Item A product service campaign's asset.
Product Transfer The transfer of inventory from one location to another.
Product Warranty A warranty term associated with a product.
Recordset Filter Criteria A filter that uses field values from a source object to filter records in
another object.
Recordset Filter Criteria Rule The individual rules that make up a recordset filter criteria. Rules map
fields to values.
Resource Absence A time period in which a service resource is unavailable to work.
Resource Preference The designation of a service resource as preferred, required, or excluded
on specific accounts or work orders.
Return Order The return or repair of inventory or products.
Return Order Line Item A subdivision of a return order.
Service Appointment An appointment to perform field service work for customers.
Service Appointment Status Corresponds to the Status field on service appointments.
Service Crew A group of service resources that can be assigned to field service work
as a unit.
Service Crew Member A service resource that belongs to a service crew.
Service Report A customer-facing report summarizing the status of a service
appointment, work order, or work order line item.
Service Report Template A template for service reports.
Service Resource A user or crew who can perform field service work. You can assign
service resources to service appointments and specify each resource’s
skills, service territory, and availability.
658
Salesforce Field Service Field Service Objects
Object Name Definition Tab in
Salesforce?
Service Resource Capacity The maximum number of scheduled hours or number of service
appointments that a capacity-based service resource can complete
within a specific time period.
Service Resource Skill A skill assigned to a service resource. You can specify skill level and
expiration.
Service Territory A region in which field service work is performed. You can assign service
resources to territories and create territory hierarchies.
Service Territory Location A location associated with a particular service territory.
Service Territory Member A service resource who is assigned to a particular service territory.
Shift A record used to schedule service resources.
Shift Pattern A pattern of shift templates used to define groups of commonly used
shifts.
Shift Pattern Entry Shift pattern entries link shift templates to a shift pattern.
Shift Template A template used to define commonly used shifts.
Shipment A shipment of inventory between locations.
Shipment Item An item included in a shipment.
Skill A certification or area of expertise.
Skill Requirement A skill that is required to complete a particular field service task. Skill
requirements can be added to work types, work orders, and work order
line items.
Time Sheet A log of a service resource’s time and attendance.
Time Sheet Entry A period when a service resource performs a specific function.
Time Slot A period in a day when field service work can be performed. Operating
hours consist of one or more time slots.
Warranty Term Details of the benefits offered under a warranty.
Work Order Represents work to be performed for a customer.
Work Order Line Item A subtask on a work order.
Work Order Status Corresponds to the Status field on work orders.
Work Order Line Item Status Corresponds to the Status field on work order line items.
Work Type A template that helps you standardize your work orders.
Work Type Group A category of work types that’s used to define work-type-based
scheduling limits.
Work Type Group Member A work type that belongs to a particular work type group.
659
Salesforce Field Service Field Service Objects
The following objects are available even if Field Service isn’t enabled. These objects are often used in field service tasks.
Object Name Definition Tab in
Salesforce?
Asset A purchased or installed product.
Asset Relationship A relationship between two assets that represents a replacement or
upgrade.
Contract Line Item A subdivision of a service contract, typically representing a product
covered by the service contract.
Entitlement Represents the level of support that a customer is entitled to.
Product A product or service that your business sells.
Service Contract Represents a service-level agreement, such as a warranty or
subscription.
Skill A capability required to perform tasks.
Work Order A record that tracks work to be performed for customers. Work orders
can have their own service appointments and work order line items.
Work Order Line Item A subdivision of a work order, often representing a task to be
completed.
Custom Objects
The following objects are provided by the Field Service managed package. You can view them in Setup and create custom tabs for them.
Customize these objects only based on Salesforce recommendations.
Object Name Definition
Appointment Dependency A scheduling dependency between two service appointments.
Crew Management User Settings A user’s crew management preferences.
Crew Management User Settings Territory A user’s crew management preferences for the most recently
loaded service territory.
Criteria Custom criteria added to a scheduling recipe.
FSL Operation Used in data processing.
Gantt Filter A custom filter that controls what data appears in the Gantt.
Gantt Palette A palette used to color-code service appointments on the Gantt.
Map Polygon A custom polygon, which typically represents a service territory.
Optimization Data Schedule optimization data and results.
Optimization Request A request to optimize the schedule, created when a scheduled
optimization job runs or a user triggers an optimization action.
660
Salesforce Field Service Appointment Bundle Aggregation Duration Downscale Fields
Object Name Definition
Scheduling Policy A set of work rules and service objectives that guides schedule
optimization.
Scheduling Policy Objective A service objective assigned to a specific scheduling policy.
Scheduling Policy Work Rule A work rule assigned to a specific scheduling policy.
Scheduling Recipe A collection of optimization settings that dictate how to address
a scheduling event such as an appointment cancellation.
Service Objective A scheduling goal in an optimization operation.
SLR Cache Cached data used in street-level routing.
Territory Optimization Request A schedule optimization request for a specific service territory.
User Setting The user’s dispatcher console preferences, such as the last filters
used. Don’t customize.
User Setting Territory A user’s dispatcher console preferences for the most recently loaded
service territory.
User Territory A relationship between a user and the service territory that they
belong to.
Work Rule A rule that narrows the list of candidates for a service appointment.
Work Rule Entry Supplemental details for a work rule such as flexible break
parameters.
SEE ALSO:
Set Up Field Service
Field Service Developer Guide
Appointment Bundle Aggregation Duration Downscale Fields
Appointment Bundle Aggregation Duration Downscales have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Bundle Aggregation Policy The ID of the parent appointment bundle Classic (not available in all
aggregation policy. orgs) and Lightning
Experience
From Bundle Member Number The number of the first bundle member to
The Field Service core
which the downscale is applied.
features, managed
Max Reduction The maximum reduction that can be applied to package, and mobile app
a bundle member. are available in Enterprise,
Unlimited, and Developer
Name The name of the appointment bundle Editions.
aggregation duration downscale policy.
661
Salesforce Field Service Appointment Bundle Aggregation Policy Fields
Field Name Description
Percentage of Reduction The percentage of duration reduction.
To Bundle Member Number The number of the last bundle member to which the downscale
is applied.
SEE ALSO:
Create Appointment Bundle Aggregation Duration Downscales
Appointment Bundle Aggregation Policy Fields
Appointment Bundle Aggregation Policies have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Additional Source Field Name of an additional source field that is Classic (not available in all
connected to the initial source field in the orgs) and Lightning
Experience
bundle member from which the value is taken.
Possible values: All default and custom Service The Field Service core
Appointment fields. features, managed
package, and mobile app
Aggregate only when the bundle is created Indicates if you want to update the field in the are available in Enterprise,
bundle only when it’s created. Unlimited, and Developer
Aggregation Action The aggregation action to be performed. Editions.
Possible values: All default and custom Service
Appointment fields.
Aggregation Field Type The target field type in the bundle to which the
aggregation is directed.
Possible values are:
• Boolean
• Date
• Numeric
• Picklist
• Picklist-Multi
• Skills
• String
Aggregation Order The order the aggregation is triggered.
Allow the same value to appear more than once Indicates if you want to allow the same string
to appear more than once when using the 'Sum
based on Bundle Members' action type.
Bundle Policy ID of the parent bundle policy.
662
Salesforce Field Service Appointment Bundle Aggregation Policy Fields
Field Name Description
Bundle’s Target Field Name of the target field in the bundle where the value is taken
from the bundle member. Possible values: All default and custom
Service Appointment fields.
Constant Date Value Represents how the date value will be determined.
Possible values are:
• End of Day
• Now
• Null
• Start of Day
Constant Value The constant value that is used in the aggregation.
Downscale Sorting Direction Applies only if the Set Downscaled Duration action is set. The
downscaling sorting direction of the bundle member service
appointments, according to their duration.
Possible values are:
• Ascending
• Descending
Maximum Bundle Duration The maximum bundle duration that can be accumulated from the
bundle members (after downscaling).
Name The name of the appointment bundle aggregation policy.
Recordset Filter Criteria The active recordset filter criteria used for aggregating the bundle
members.
Source Field Name of the source field in the bundle member from which the
value is taken. Possible values: All default and custom Service
Appointment fields.
SEE ALSO:
Create an Appointment Bundle Aggregation Policy
663
Salesforce Field Service Appointment Bundle Config Fields
Appointment Bundle Config Fields
Appointment Bundle Configs have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Add to Bundle Statuses The statuses of service appointment that are Classic (not available in all
allowed to be bundled. Possible values: All orgs) and Lightning
Experience
service appointment statuses. The default value
is None. The Field Service core
features, managed
Add travel time to bundle duration If the bundle members aren’t in the same
package, and mobile app
location, add travel time between them to the are available in Enterprise,
bundle’s duration according to their sort order. Unlimited, and Developer
The default value is false. Editions.
Bundle Member Statuses not to be Propagated The bundle member statuses that aren’t
overridden when the bundle’s status is updated.
Possible values: All service appointment statuses.
The default value is None.
Bundle Statuses to Propagate The bundle statuses that when updated are
inherited by the bundle members. Possible
values: All service appointment statuses. The
default value is None.
Criteria for Automatic Unbundling The recordset filter criteria that causes a bundle
service appointment to be unbundled.
Name The name of the Appointment Bundle Config.
Owner ID of the owner of this object.
Remove from Bundle Statuses The statuses of service appointments that are
allowed to be removed from a bundle. Possible
values: All service appointment statuses. The
default value is None.
Status on Removal from Bundle The status that a service appointment is given
when it’s removed from a bundle. Possible
values: All service appointment statuses. The
default value is None.
Statuses not to Update on Unbundling The statuses that aren’t updated when a bundle
is unbundled. Possible values: All service
appointment statuses. The default value is None.
SEE ALSO:
Create an Appointment Bundle Config
664
Salesforce Field Service Appointment Bundle Policy Fields
Appointment Bundle Policy Fields
Appointment Bundle Policies have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Allow Scheduling Dependencies in Bundle This field is reserved for future use. Classic (not available in all
orgs) and Lightning
Automatic Bundling Indicates if the policy is relevant for automatic Experience
bundling.
The Field Service core
Bundle End Time Field Name If IsTimeCalcByBundleDurationField is true, this features, managed
field represents the name of the field used for package, and mobile app
entering the end time of the bundle. are available in Enterprise,
Unlimited, and Developer
Bundle Start Time Field Name If IsTimeCalcByBundleDurationField is true, this Editions.
field represents the name of the field used for
entering the start time of the bundle.
Constant Time Value If IsTimeCalcByBundleDurationField is true, this
field represents the total time of the bundle as
a preset constant value.
Filter Criteria The active recordset filter criteria used for the
bundle members. Only service appointments
that meet the criteria can be bundled.
Limit Amount of Bundle Members The maximum number of bundle members that
can be included in a bundle.
Limit Duration of Bundle The maximum duration of a bundle.
Manual Bundling Indicates if the policy is relevant for manual
bundling. The default value is ‘false’.
Name Name of the bundle policy.
Owner ID of the owner of this object.
Priority The priority level that this bundle policy should
be given when the bundle policies are analyzed
using the automatic mode.
Time Calculation by Bundle Duration Field Indicates if the bundle’s duration is validated. If
true, the bundle’s start time is subtracted from
the bundle’s end time. If the result is a negative
value, it uses the entered ConstantTimeValue
as the bundle duration. The default value is
‘false’.
SEE ALSO:
Create an Appointment Bundle Policy
665
Salesforce Field Service Appointment Bundle Policy Service Territory Fields
Appointment Bundle Policy Service Territory Fields
Appointment Bundle Policy Service Territories have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Bundle Policy The ID of the parent bundle policy. Classic (not available in all
orgs) and Lightning
Name The name of the appointment bundle service Experience
territory.
The Field Service core
Service Territory The ID of the service territory. features, managed
package, and mobile app
are available in Enterprise,
SEE ALSO: Unlimited, and Developer
Editions.
Create Appointment Bundle Policy Service Territories
Appointment Bundle Propagation Policy Fields
Appointment Bundle Propagation Policies have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Add Constant Value Indicates if you want to enable adding a Classic (not available in all
constant value to the bundle members. orgs) and Lightning
Experience
Additional Constant Value The additional constant value that is connected
The Field Service core
to the initial constant value to be added to the
features, managed
bundle members.
package, and mobile app
Bundle Field Name Name of the source field in the bundle from are available in Enterprise,
which the value is taken. Unlimited, and Developer
Editions.
Bundle Member Field Name Name of the target field in the bundle member
where the value is inherited from the bundle.
Bundle Policy ID of the parent bundle policy.
Constant Date Value Represents how the date value is determined.
Constant Value The constant value to be added to the bundle
members.
Possible values are:
• End of Day
• Now
• Null
• Start of Day
Name The name of the appointment bundle
propagation policy.
666
Salesforce Field Service Appointment Bundle Restriction Policy Fields
Field Name Description
Update on Add Indicates if you want to enable updating the fields of the bundle
members when they are added to the bundle.
Update on Remove Indicates if you want to enable updating the fields of the bundle
members when they are removed from the bundle.
Update on Unbundle Indicates if you want to enable updating the fields of the bundle
members when performing the Unbundle action.
SEE ALSO:
Create an Appointment Bundle Propagation Policy
Appointment Bundle Restriction Policy Fields
Appointment Bundle Restriction Policies have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Allow Empty Allows a bundle member service appointment Classic (not available in all
with an empty Restriction Field Name to be orgs) and Lightning
Experience
bundled.
The Field Service core
Bundle Policy ID of the parent bundle policy.
features, managed
Name The name of the appointment bundle restriction package, and mobile app
policy. are available in Enterprise,
Unlimited, and Developer
Restrict by Date Only Indicates if you want the bundle to be restricted Editions.
according to the calendar date only, ignoring
the time of day.
Restrict in Automatic Mode Indicates if you want to apply this restriction
when using the automatic mode.
Restrict in Manual Mode Indicates if you want to apply this restriction
when using the manual mode.
Restriction Field Name Name of the field in the service appointment
used for applying the restriction. Possible values:
All default and custom Service Appointment
fields.
SEE ALSO:
Create an Appointment Bundle Restriction Policy
667
Salesforce Field Service Appointment Bundle Sort Policy Fields
Appointment Bundle Sort Policy Fields
Appointment Bundle Sort Policies have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Bundle Policy The ID of the parent bundle policy. Classic (not available in all
orgs) and Lightning
Name Name of the appointment bundle sort policy. Experience
Sort Direction The order of the appointments in a bundle. The Field Service core
features, managed
Possible values are:
package, and mobile app
• Ascending are available in Enterprise,
• Descending Unlimited, and Developer
Editions.
Sort Field Name Name of the field in the service appointment
used for sorting the bundle members. Possible
values: All default and custom Service
Appointment fields.
Sort Order The order of fields used for sorting the bundle
members.
Sort Type The applied sort type for arranging the bundle.
Sort for Automatic Bundling defines the order
that automated bundling uses to examine the
candidate service appointments to be bundled.
Sort Within a Bundle defines the order of bundle
members. It’s also used when you unbundle to
define the order that the service appointments
are scheduled on the Gantt.
SEE ALSO:
Create an Appointment Bundle Sort Policy
668
Salesforce Field Service Asset Downtime Period Fields
Asset Downtime Period Fields
Asset downtime represents a period during which an asset isn’t able to perform as expected.
EDITIONS
Downtime periods include planned activities, such as maintenance, and unplanned events, such
as mechanical breakdown. Asset Downtime Periods have the following fields. Some fields may not Available in: both Salesforce
be visible or editable depending on your page layout and field-level security settings. Classic (not available in all
orgs) and Lightning
Field Name Description Experience
Asset Downtime Period Number The unique number of this asset downtime The Field Service core
period record. features, managed
package, and mobile app
Asset The asset this asset downtime period applies to. are available in Enterprise,
Description The description of this asset downtime period. Unlimited, and Developer
Editions.
Downtime Type The type of this asset downtime period. Possible
values are:
• Planned
• Unplanned
End Date The date when this asset downtime period
ended.
Outside Uptime Calculation Period Whether this asset downtime period is excluded
from the calculation of accumulated downtime
and accumulated unplanned downtime, and
therefore not included in availability and
reliability calculations.
Start Date The date when this asset downtime period
started.
Expense Fields for Field Service
Expenses let your service resources track costs and associate them to work orders.
EDITIONS
Field Name Description Available in: both Salesforce
Account ID The ID of the account associated with the work Classic (not available in all
order. orgs) and Lightning
Experience
Amount The amount of the expense.
The Field Service core
Created By (Read Only) User who created the expense. features, managed
package, and mobile app
Created Date (Read Only) Date the expense was created. are available in Enterprise,
Expense End Date If the expense was incurred over multiple days, Unlimited, and Developer
Editions.
the Expense End Date is the last day that the
expense covers.
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Salesforce Field Service Geolocation-Based Action Fields
Field Name Description
Expense Number An autogenerated number that uniquely identifies the expense.
Expense Start Date If the expense was incurred over multiple days, the Expense Start
Date is the first day that the expense covers.
Expense Type The type of expense. The default choices are Billable and
Non-billable.
Last Modified By (Read Only) User who last modified the expense.
Last Modified Date (Read Only) Date the expense was last modified.
Owner Name Expense owner.
Transaction Date The day that the expense was incurred, or the payment date for
the expense.
Work Order ID The associated work order.
Geolocation-Based Action Fields
Geolocation-Based Actions have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Action Data The details of the selected action type. Classic (not available in all
orgs) and Lightning
Action Type The type of action. Possible values are: Experience
• Platform Alert The Field Service core
• Quick Action features, managed
• View Record package, and mobile app
are available in Enterprise,
Description The description of the action. Unlimited, and Developer
Editions.
First Time Triggered Captures the first time the mobile worker
invoked this action.
Last Time Triggered Captures the last time the mobile worker
invoked this action.
Name The name of the action.
Radius (in meters) The distance in meters from the location of the
associated object that triggers the action.
Reference Record The ID of the record that the action is associated
with.
Trigger Type The event that triggered this action. Possible
values are:
• Enter
670
Salesforce Field Service Job Profile Fields for Field Service
Field Name Description
• Exit
SEE ALSO:
Set Up Geolocation-Based Actions for Field Service Mobile Workers
Job Profile Fields for Field Service
Job profiles have the following fields. Some fields may not be visible or editable depending on your
EDITIONS
page layout and field-level security settings.
Available in: both Salesforce
Field Name Description Classic (not available in all
Created By (Read Only) User who created the job profile. orgs) and Lightning
Experience
Created Date (Read Only) Date the job profile was created.
The Field Service core
Description The description of the job profile. features, managed
package, and mobile app
Job Profile Name The associated job profile. are available in Enterprise,
Last Modified By (Read Only) User who last modified the job profile. Unlimited, and Developer
Editions.
Last Modified Date (Read Only) Date the job profile was last modified.
Owner Name The name of user or group that owns the job profile.
Linked Article Fields
A linked article is a Knowledge article that is attached to a work order, work order line item, or work
EDITIONS
type. Linked articles have the following fields. Some fields may not be visible or editable depending
on your page layout and field-level security settings. Available in: both Salesforce
Classic (not available in all
Field Description orgs) and Lightning
Experience
Article ID The ID of the linked article record, which is
created when an article is attached to a record. The Field Service core
features, managed
Article Title The title of the attached article.
package, and mobile app
Article Version The version of the article that is attached to the are available in Enterprise,
record. This field displays the title of the attached Unlimited, and Developer
version, and links to the version. It is a required Editions.
field on linked articles attached to work orders
and work order line items.
When you attach an article to a record, that
version of the article stays associated with the
record even if later versions are published. If
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Salesforce Field Service Location Fields for Field Service
Field Description
needed, you can detach and reattach an article to a record to link
the latest version.
For example, if an article was entitled “How to Replace a Filter”
when it was attached to a work order, this field displays that title
and links to the attached version.
Knowledge Article ID Required. The ID of the article that is attached to the record.
Last Viewed The date the article was last viewed.
Linked Object Type Read only. The type of record that the article is attached to. For
example, if the article is attached to a work order, this field displays
“Work Order.”
Linked Record ID Required. The ID of the record that the article is attached to. For
example, if the article is attached to a work order, this field displays
the ID of the work order.
Record Type ID The record type of the linked article. This field is populated only if
record types are used.
SEE ALSO:
Set Up Knowledge for Work Orders
Attach Knowledge Articles to Work Orders or Work Types
Location Fields for Field Service
Locations, addresses, and associated locations have the following fields. Some fields may not be
EDITIONS
visible or editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Location
orgs) and Lightning
Locations in field service can be associated with products items to track inventory stored at the Experience
location. They have the following fields.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Close Date Date the location closed or went out of service. are available in Enterprise,
Unlimited, and Developer
Construction End Date Date construction ended at the location. Editions.
Construction Start Date Date construction began at the location.
Description A brief description of the location.
Driving Directions Directions to the location.
672
Salesforce Field Service Location Fields for Field Service
Field Name Description
Inventory Location Indicates whether the location stores parts.
This field must be selected if you want to associate the location
with product items.
Location The geographic location.
Location Level The location’s position in a location hierarchy. If the location has
no parent or child locations, its level is 1. Locations that belong to
a hierarchy have a level of 1 for the root location, 2 for the child
locations of the root location, 3 for their children, and so forth.
Location Name Location name. For example, Service Van #4.
Location Type Picklist of location types, which can be customized. By default, no
value is selected. The available values are:
• Warehouse
• Site
• Van
• Plant
Mobile Location Indicates whether the location moves. For example, a truck or tool
box.
Open Date Date the location opened or came into service.
Owner Name The location’s owner or driver.
Parent Location The location’s parent location. For example, if vans are stored at a
warehouse when not in service, the warehouse is the parent
location.
Possession Date The date the location was purchased.
Remodel End Date Date remodel construction ended at the location.
Remodel Start Date Date remodel construction ended at the location.
Root Location (Read Only) The top-level location in the location’s hierarchy.
Time Zone Picklist of available time zones.
Vistor Address Lookup to an account’s or client’s address.
Address
Addresses are mailing, billing, or home addresses, typically associated with a location. They have the following fields.
Field Name Description
Address Name for the address.
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Salesforce Field Service Location Fields for Field Service
Field Name Description
Address Type Picklist of address types. The values are:
• Mailing
• Shipping
• Billing
• Home
Description A brief description of the address.
Driving Directions Directions to the address.
Location Type The type of location associated with the address. The values are:
• Warehouse (default)
• Site
• Van
• Plant
Parent A lookup field to the parent location .
Time Zone Picklist of available time zones.
Associated Location
Associated locations represent a relationship between an account and a location. Multiple accounts can be associated with a location;
for example, a shopping mall location might be related to several accounts. They have the following fields.
Field Name Description
Account Name The account associated with the location.
Active From Date and time the location starts being associated with the account.
Active To Date and time when the location is no longer associated with the
account.
Associated Location Name (Read Only) Auto-generated number for the association.
Location Name A lookup field to the associated location.
Type Picklist of address types. The values are:
• Bill To
• Ship To
SEE ALSO:
Create Inventory Locations for Field Service
674
Salesforce Field Service Maintenance Plan Fields
Maintenance Plan Fields
Maintenance plans, maintenance assets, and maintenance work rules have the following fields.
EDITIONS
Sometimes you can't see or edit certain fields because of your page layout and field-level security
settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Maintenance Plan Experience
Maintenance plans let you define how often maintenance visits occur and mass-generate work
The Field Service core
orders for future visits. Maintenance plans can be associated with accounts, work types, assets
features, managed
(creating records known as maintenance assets), locations, and service contracts.
package, and mobile app
The Frequency and Frequency Type fields began their phased retirement in Summer ‘22. To prepare are available in Enterprise,
for this retirement and take advantage of updated features, migrate your frequency and frequency Unlimited, and Developer
type data to maintenance work rules. The retired frequency fields impact work order generation. Editions.
Complete migration as soon as possible to avoid being impacted by this change.
Field Name Description
Account The associated account, which typically represents the customer
receiving the maintenance service.
Auto-generate work orders Turns on auto-generation of work order batches for a maintenance
plan and prohibits the manual generation of work orders via the
Generate Work Orders action. If this option is selected, a new batch
of work orders is generated for the maintenance plan on the next
suggested maintenance date* listed on each maintenance asset,
or on the maintenance plan if no assets are included. If a Generation
Horizon is specified, the date of generation is that many days earlier.
Contact The associated contact.
Date of the first work order in the next batch The suggested date of service for the first work order, not the date
the work order is created. This date corresponds to the work order’s
Suggested Maintenance Date. You can use this field to enforce a
delay before the first maintenance visit, for example, where you
want monthly maintenance to begin one year after the purchase
date.
For example, if you want the first maintenance visit to take place
on May 1, enter May 1. When you generate work orders, the earliest
work order lists a Suggested Maintenance Date of May 1. And the
dates on the later work orders are based on the Generation
Timeframe and Frequency settings.
Note: Maintenance assets also list a date of the first work
order in the next batch, which is initially inherited from the
maintenance plan. If the plan has maintenance assets, this
date auto-updates on the maintenance assets after each
batch is generated. However, it doesn’t update on the
maintenance plan itself because batch timing is calculated
at the maintenance asset level. If the plan doesn’t have
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Salesforce Field Service Maintenance Plan Fields
Field Name Description
maintenance assets, this date auto-updates on the
maintenance plan after each batch is generated.
Description A brief description of the plan.
End Date The last day the maintenance plan is valid.
Frequency (Optional) Amount of time between the plan’s work orders. The
unit is specified in the Frequency Type field.
Frequency Type (Optional) The unit of frequency:
• Days
• Weeks
• Months
• Years
For example, to perform monthly maintenance visits you need a
work order for each visit, so enter 1 in Frequency and select Months.
Generate new batch upon completion If this option is selected, a new batch of work orders isn’t generated
until the last work order generated from the maintenance plan is
completed. A work order is considered completed when its status
falls into one of the following status categories: Cannot Complete,
Canceled, Completed, or Closed.
If a maintenance plan covers multiple assets, work orders are
generated per asset. If a maintenance asset’s final work order is
completed late, its work order generation is delayed, which causes
a staggered generation schedule between maintenance assets.
Generation Horizon (Days) The next batch of work orders is generated this number of days
before the maintenance plan’s Date of the first work order in the
next batch. A generation horizon of 5 means that the new batch
of work orders is generated 5 days before the maintenance asset’s
or maintenance plan’s next suggested maintenance date*. If there
are no assets, the new batch is generated on the next suggested
maintenance date*. The generation horizon must be a whole
number.
Generation Timeframe (Required) How far in advance work orders are generated in each
batch. The unit is specified in the Generation Timeframe Type field.
Generation Timeframe Type (Required) The generation timeframe unit:
• Days
• Weeks
• Months
• Years
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Salesforce Field Service Maintenance Plan Fields
Field Name Description
For example, to generate 3 months’ worth of work orders at a time,
enter 3 in Generation Timeframe and select Months.
Location Where the service takes place.
Maintenance Plan Number (Read Only) An auto-assigned number that identifies the
maintenance plan.
Maintenance Plan Title A name for the maintenance plan.
Maintenance Window End (Days) Days after the suggested service date on the work order that its
service appointment can be scheduled.
Maintenance Window Start (Days) Days before the suggested service date on the work order that its
service appointment can be scheduled.
The maintenance window start and end fields affect the Earliest
Start Permitted and Due Date fields on the maintenance plan’s
work orders’ service appointments. For example, if you enter 3 for
both the maintenance window start and end, the Earliest Start
Permitted and the Due Date is 3 days before and 3 days after the
Suggested Maintenance Date on each work order. If the
maintenance window fields are left blank, the service appointment
date fields list their work order’s suggested maintenance date.
Owner Maintenance plan owner.
Service Appointment Generation Method How service appointments are generated when more than one
asset is associated with the maintenance plan and work order
generation method is One work order line item per asset.
Choices are one service appointment for the parent work order or
one service appointment for each work order line item.
Service Contract The service contract associated with the maintenance plan. If any
child maintenance asset is associated with a contract line item
from the service contract, the service contract can’t be updated.
Start Date The first day the maintenance plan is valid.
Work Order Generation Method How work orders are generated when more than one asset is
associated with the maintenance plan. Choices are one work order
for each asset or one parent work order and work order line items
for each asset.
Work Order Generation Status (Read Only) Indicates whether work order generation is:
• needs review
• no work order generated
• completed
• unsuccessful
You can generate only one batch at a time.
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Salesforce Field Service Maintenance Plan Fields
Field Name Description
Work Type The associated work type. Work orders generated from the
maintenance plan inherit its work type’s duration, required skills
and products, and linked articles. Maintenance assets covered by
the plan use the same work type, though you can update them to
use a different one.
Maintenance Asset
A maintenance asset is a part or product covered by the maintenance plan. The Assets related list on the maintenance plan lists all
covered assets. An asset can be covered by multiple maintenance plans.
Field Name Description
Asset Asset associated with the maintenance plan.
Contract Line Item Contract line item associated with the maintenance asset. This field
can only list a contract line item that is associated with the asset,
and whose parent service contract is associated with the parent
maintenance plan.
Date of the first work order in the next batch The suggested date of service for the first work order, not the date
the work order is created. This date corresponds to the work order’s
Suggested Maintenance Date. If left blank when the maintenance
asset is created, this field inherits its initial value from the related
maintenance plan. It auto-updates after each batch is generated.
Maintenance Asset Number (Read Only) An auto-assigned number that identifies the
maintenance asset.
Maintenance Plan Maintenance plan associated with the maintenance asset.
Work Type Work type associated with the maintenance asset. Work orders
generated from the maintenance plan inherit its work type’s
duration, required skills and products, and linked articles.
Maintenance assets covered by the plan use the same work type,
though you can update them to use a different one.
Maintenance Work Rule
A maintenance work rule is associated with a maintenance plan or maintenance asset and defines the frequency at which a maintenance
task is performed on the asset. An asset can have multiple maintenance work rules.
Note: If you encounter problems with text wrapping in Recurrence Pattern, update your Density Setting from Compact view to
Comfy view. Tell me more.
Field Name Description
Date of the first work order in the next batch The suggested date of service for the first work order, not the date
the work order is created. This date corresponds to the work order’s
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Salesforce Field Service Maintenance Plan Fields
Field Name Description
Suggested Maintenance Date. If left blank when the maintenance
rule is created, this field inherits its initial value from the related
maintenance asset. It auto-updates after each batch is generated.
Maintenance Asset The asset associated with the maintenance plan.
Maintenance Work Rule Name (Read Only) A name assigned to this maintenance work rule in the
format MWR-nnnn.
Maintenance Plan Maintenance plan associated with the maintenance asset.
Maintenance Work Rule Title The title of this work order rule.
Maintenance Work Rule Type The type of maintenance work rule:
• Calendar-based (default): uses a recurrence pattern
• Criteria-based: uses a recordset filter criteria that defines
conditions
Generate on a Floating Schedule Generates work orders based on a floating, not fixed, cadence.
Note: To display this field, from Setup enter Field Service
Settings and select Update the work order generation
based on the completion date of the previous work
order.
Owner The maintenance work rule owner.
Parent Maintenance Plan Record The maintenance plan this work rule applies to.
Parent Maintenance Record The maintenance asset this work rule applies to.
Recordset Filter Criteria Name The recordset filter criteria associated with this maintenance work
rule.
Recurrence Pattern For calendar-based rules, how frequently the event occurs during
the selected time period. Recurrence pattern is defined on
Maintenance Work Rules.
Sort Order The sort order that applies to this work order rule.
Work Type Work type associated with the maintenance work rule. Work orders
generated from the maintenance work rule inherit its work type’s
duration, required skills and products, and linked articles.
* The field label for the next suggested maintenance date on maintenance plans and maintenance assets is Date of the first work order
in the next batch.
SEE ALSO:
Create Field Service Maintenance Plans
Guidelines for Generating Work Orders from a Maintenance Plan
679
Salesforce Field Service Operating Hours Fields for Field Service
Operating Hours Fields for Field Service
Operating hours and time slots have the following fields. Some fields may not be visible or editable
EDITIONS
depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Operating Hours
orgs) and Lightning
Operating hours can be assigned to service territories, service territory members, and accounts to Experience
indicate when they are available for field service work. Create operating hours via the Operating
The Field Service core
Hours tab.
features, managed
package, and mobile app
Field Name Description are available in Enterprise,
Description The description of the operating hours. Add any Unlimited, and Developer
details that aren’t included in the name. Editions.
Name The name of the operating hours. For example:
Summer Hours, Winter Hours, or Peak Season
Hours.
Time Zone The time zone that the operating hours fall
within.
Time Slot
Time slots represent a time period within a day when field service work can be completed. After you create operating hours, create time
slots for each day via the Time Slots related list.
Field Name Description
Day of Week The day of the week when the time slot takes place.
End Time The time when the time slot ends.
Name The name of the time slot. The name is auto-populated to a day
and time format—for example, Monday 9:00 AM - 10:00 PM—but
you can manually update it if you wish.
Operating Hours The operating hours that the time slot belongs to. An operating
hours’ time slots appear in the Operating Hours related list.
Start Time The time when the time slot starts.
Type The type of time slot. Possible values are Normal and Extended.
You may choose to use Extended to represent overtime shifts.
SEE ALSO:
Guidelines for Creating Operating Hours for Field Service
680
Salesforce Field Service Product Request and Transfer Fields
Product Request and Transfer Fields
Product requests, product request line items, product transfers, and shipments have these fields.
EDITIONS
Some fields aren’t visible or editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Product Request
orgs) and Lightning
Product requests represent a part or parts ordered. They have the following fields. Experience
The Field Service core
Field Name Description
features, managed
Account The account associated with the product package, and mobile app
request. are available in Enterprise,
Unlimited, and Developer
Case The case associated with the product request. Editions.
Currency ISO Code Three-letter currency code. Available only if the
multicurrency feature is enabled.
Description Notes or context about the request.
Destination Location Where the product is delivered.
Need By Date Date the product must be delivered by.
Owner The owner of the product request.
Product Request Number (Read Only) An auto-generated number that
identifies the product request.
Shipment Type The type of shipment. The picklist includes the
following values, which can be customized:
• Rush
• Overnight
• Next Business Day
• Pick Up
Ship To Address The physical address where the product is
delivered. For example, the mailing address of
the warehouse that is requesting the product.
Source Location Where the product is at the time of the request.
Status The status of the shipment. The picklist includes
the following values, which can be customized:
• Draft: Finalizing the product request details.
• Submitted: The product request is ready for
processing.
• Received: The department in charge of
fulfilling the request is working on it.
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Salesforce Field Service Product Request and Transfer Fields
Field Name Description
Work Order The work order associated with the product request.
Work Order Line Item The work order line item associated with the product request.
Product Request Line Item
Product request line items are subdivisions of a product request. Each line item is associated with a specific product being requested.
They have the following fields.
Field Name Description
Account The account associated with the product request line item.
Case The case associated with the product request line item.
Description Notes and context about the request.
Destination Location Where the product is delivered.
Need By Date Date the product must be delivered by.
Parent The product request that the line item belongs to.
Product The product being requested.
Product Request Line Item Number (Read Only) An auto-assigned number that identifies the product
request line item.
Quantity Requested The amount requested.
Quantity Unit Of Measure Units of the requested product; for example, kilograms or liters.
Quantity Unit of Measure picklist values are inherited from the
Quantity Unit of Measure field on products.
Shipment Type The type of shipment. The picklist includes the following values,
which can be customized:
• Rush
• Overnight
• Next Business Day
• Pick Up
Ship To Address The physical address where the product is delivered.
Source Location Where the product is at time of the request.
Status The status of the shipment. The picklist includes the following
values, which can be customized:
• Draft
• Submitted
• Received
682
Salesforce Field Service Product Request and Transfer Fields
Field Name Description
Work Order The work order associated with the product request line item.
Work Order Line Item The work order line item associated with the product request line
item.
Product Transfer
Product transfers track the transfer of product items between inventory locations. They have the following fields.
Field Name Description
Description Notes or context about the transfer.
Destination Location The location where the product is to be delivered.
Expected Pickup Date Date the product is expected to be picked up.
Owner Owner of the product transfer.
Product Name The product associated with the product transfer. If the product is
being transferred from outside your inventory—for example, if it’s
being ordered from a manufacturer—enter a product name.
Otherwise, we recommend entering a source product item.
Product Request The product request associated with the product transfer. Not all
transfers are created in response to a product request.
Product Request Line Item The product request line item associated with the product transfer.
Create a separate transfer for each line item on a product request.
Quantity Received Amount of product received at the destination location.
Quantity Sent Amount of product sent from the source location.
Quantity Unit Of Measure The units of the product; for example, kilograms or liters. Quantity
Unit of Measure picklist values are inherited from the Quantity Unit
of Measure field on products.
Received Indicates that the product was received. To mark a product transfer
received, you need permission to update product items. After you
mark a product item received, you can’t undo it.
To find out what happens when a product transfer is marked
received, see Guidelines for Transferring Inventory.
Received By The contact who received the product at the destination location.
Return Order The return order associated with the product transfer.
Return Order Line Item The return order line item associated with the product transfer.
683
Salesforce Field Service Product Request and Transfer Fields
Field Name Description
Sent Indicates whether the product transfer was sent.
This option is applicable only if the transfer record mode for the
serialized product is Send and Receive.
Shipment The shipment related to the product transfer.
Shipment Expected Delivery Date The expected date of delivery, inherited from the related shipment.
Shipment Status The shipment status, inherited from the related shipment. It
includes the following values, which can be customized:
• Shipped
• Delivered
Shipment Tracking Number The shipment tracking number, inherited from the related
shipment.
Shipment Tracking URL The shipment tracking URL, inherited from the related shipment.
Source Location The location where the product is coming from.
Source Product Item The product item representing the stock at the source location.
Enter a source product item if the product is being transferred from
a location within your inventory, such as a warehouse. Specifying
a source product item on a product transfer automatically updates
the quantity at the source location to reflect the transfer.
If the product is being transferred from outside your inventory—for
example, if it’s being ordered from a manufacturer—use the
Product Name field instead.
Status Status of the product transfer. It includes the following values,
which can be customized:
• Ready for Pickup
• Completed
Product Transfer State
Product transfer state refers to an action taken to associate a serialized product to a product transfer and indicates the action done to
the serialized product. The new state is a result of the action. The product transfer state is created when serialized products are attached
to the product transfer. This object has these fields.
Field Name Description
Action The action that must be performed on the inventory item.
Product Transfer The transfer for which this inventory transaction was requested.
Serialized Product The serialized product being transferred.
Transfer State The new status for the inventory item.
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Salesforce Field Service Product Request and Transfer Fields
Shipment
A shipment tracks a product item while it is in transit. They have the following fields.
Field Name Description
Actual Delivery Date Date the product was delivered.
Delivered To The person or entity the product was delivered too.
Description Notes or context about the shipment.
Destination Location The place the product is to be delivered.
Expected Delivered Date Date the product is expected to be delivered.
Owner Name Owner of the shipment.
Ship From Address The place the product is coming from.
Shipment Number (Read Only) An auto-assigned number that identifies the shipment.
Shipping Provider The company or person making the transfer.
Ship To Address The address the product is to be delivered.
Source Location The address the product is shipped from.
Status The status of the shipment. The picklist includes the following
values, which can be customized:
• Shipped—The product is in transit.
• Delivered—The product is at the destination location.
Tracking Number Tracking number for the shipment.
Tracking URL URL of website used for tracking the shipment.
SEE ALSO:
Product Item and Inventory Fields
Location Fields for Field Service
Return Order Fields
Set Up Your Field Service Inventory
Set Up Product Requests in the Field Service Mobile App
685
Salesforce Field Service Product Item and Inventory Fields
Product Item and Inventory Fields
Product items, product item transactions, products required, and products consumed have the
EDITIONS
following fields. Sometimes you can't see or edit certain fields because of your page layout and
field-level security settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Product Item Experience
Product items track the quantity of a particular product at a location. They have the following fields.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Location Location associated with the product item. This are available in Enterprise,
location usually indicates where the product Unlimited, and Developer
item is stored. Editions.
Owner The product item’s owner.
Product Item Number (Read Only) Auto-generated number identifying
the product item.
Product Name Product associated with the product item.
Quantity On Hand The quantity at the location. If you want to add
a serial number, this value must be 1.
Quantity Unit of Measure Units of the product item; for example, kilograms
or liters. Quantity Unit of Measure picklist values
are inherited from the Quantity Unit of Measure
field on products.
Serial Number A unique number for identification purposes. If
you want to enter a serial number, the Quantity
on Hand must be 1.
Note: To learn more about the pros and
cons of assigning serial numbers to
product items, see Create Product Items
to Represent Inventory.
Product Item Transaction
Product item transactions describe actions performed on a product item. They’re auto-generated records that help you track when a
product item is replenished, consumed, or adjusted. They have the following fields.
Field Name Description
Description A description of the transaction. The description is blank when the
transaction record is created, but can be updated.
Product Item The associated product item.
686
Salesforce Field Service Product Item and Inventory Fields
Field Name Description
Product Item Transaction Number (Read Only) Auto-generated number identifying the product item
transaction.
Quantity The quantity of the product item involved in the transaction. If
inventory was consumed, the quantity is negative.
Related Record (Read Only) The product consumed or product transfer related to
the action. If the action wasn’t related to consumption or transfer,
the related record is blank.
Transaction Type The action that the transaction tracks.
• Replenished: When a part is stocked at a location. A
Replenished transaction is created when a product item is
created.
• Consumed: When parts are consumed to complete a work
order. A Consumed transaction is created when a record is
added to the Products Consumed related list on a work order
or work order line item.
• Adjusted: When there’s a discrepancy or a change in
consumption. An Adjusted transaction is created when a
product item’s Quantity on Hand is edited, a product consumed
is updated or delete, or a product transfer is deleted.
• Transferred: When parts are transferred between locations.
Product Required
Products required are products that are needed to complete a work order or work order line item. You can add products required to
work orders, work order line items, and work types. They have the following fields.
Field Name Description
Parent Record Associated work order or work order line item.
Parent Record Type Indicates whether the parent record is a work order or a work order
line item.
Product Required Name of the required product.
Product Required Number Auto-generated number identifying the product required.
Quantity Required Amount required of the product.
Quantity Unit of Measure Units of the required product; for example, kilograms or liters.
Quantity Unit of Measure picklist values are inherited from the
Quantity Unit of Measure field on products.
687
Salesforce Field Service Product Item and Inventory Fields
Product Consumed
Products consumed are items from your inventory that were used to complete a work order or work order line item. They have the
following fields.
Note: To create or delete products consumed, you need permission to create product items.
Field Name Description
Consumed Indicates that a product consumed was processed if the product
it refers to has IsSerialized=true selected.
Description Notes and context about the product consumed.
Discount The discount provided.
List Price The list price of the product.
Price Book Entry Price book associated with the product consumed. If the work
order and the product item’s associated product are related to the
same price book, the Price Book Entry auto-populates based on
the product item.
Product Product associated with the product consumed.
Product Consumed Number (Read Only) Auto-generated number identifying the product
consumed.
Product Item Product item associated with the product consumed. Creating a
product consumed record subtracts the quantity consumed from
the linked product item’s quantity.
Quantity Consumed The quantity of products consumed.
Quantity Unit of Measure Units of the consumed item; for example, kilograms or liters.
Quantity Unit of Measure picklist values are inherited from the
Quantity Unit of Measure field on products.
Subtotal The product’s unit price multiplied by the quantity consumed.
Total Price The product’s unit price multiplied by the quantity consumed
minus the discount.
Unit Price The price per unit of the product consumed.
Work Order Work order associated with the product consumed.
Work Order Line Item Work order line item associated with the product consumed.
Product Consumed State
Product consumed state refers to the new state of the serialized product after it’s consumed. This object has these fields.
Field Name Description
Consumed State The new state of the serialized product after it’s consumed.
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Salesforce Field Service Product Service Campaign Fields
Field Name Description
Product Consumed The Product Consumed used to consume the serialized products.
Serialized Product The serialized product being consumed.
Product
Products are products that your company sells. They have these fields.
Field Name Description
Serialized Indicates whether a product is serialized.
Transfer Record Mode If serialized, indicates when the serial number is recorded:
• SendAndReceive means the serial number is recorded when
sending or receiving.
• ReceiveOnly means the serial number is recorded when
receiving only.
SEE ALSO:
Location Fields for Field Service
Product Request and Transfer Fields
Return Order Fields
Set Up Your Field Service Inventory
Product Service Campaign Fields
Product service campaigns and product service campaigns line items have the following fields.
EDITIONS
Sometimes you can't see or edit certain fields because of your page layout and field-level security
settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Product Service Campaign Experience
Product service campaign defines the activities to be performed on a product, such as a product
The Field Service core
recall for safety issues or product defects.
features, managed
package, and mobile app
Field Name Description are available in Enterprise,
Description The description of the product service Unlimited, and Developer
campaign. Editions.
End date The date that the product service campaign
ends on.
Owner The owner of the product service campaign.
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Salesforce Field Service Product Service Campaign Fields
Field Name Description
Priority The priority of the product service campaign. Available values are:
• Critical
• High
• Medium
• Low
Product The product associated with this product service campaign.
Product service campaign name The name of the product service campaign.
Start date The date that the product service campaign starts on.
Status The status of the product service campaign. The picklist includes
the following values, which can be customized:
• New—Product service campaign created, but there’s no activity
yet.
• In Progress—Product service campaign began.
• On Hold—Work is paused.
• Completed—Work is complete.
• Cannot Complete—Work couldn’t be completed.
• Closed—All work and associated activity is complete.
• Canceled—Work is canceled, typically before any work began.
Status category The category that each status value falls into. The Status Category
field has eight default values: seven values that are identical to the
default Status values, and a None value for statuses without a status
category.
If you create custom Status values, you must indicate which
category it belongs to. For example, you create a Waiting for
Response value and decide that it belongs in the On Hold category.
To learn which processes reference Status Category, see How are
Status Categories Used?
Type The type of the product service campaign. The picklist includes
the following values, which can be customized:
• Modification—The asset requires an on-site alteration.
• Recall—The asset must be returned to the manufacturer for
modification or upgrade.
• Service—The asset requires service.
• Upgrade—The asset requires updating.
Work type The work type associated with the product service campaign order.
When a work type is selected, the product service campaign
690
Salesforce Field Service Product Service Campaign Fields
Field Name Description
automatically inherits the work type’s Duration, Duration Type, and
required skills.
Product Service Campaign Item
Represents a product service campaign's asset.
Field Name Description
Asset The asset associated with the product service campaign item.
Product The product associated with this product service campaign item.
Product service campaign The item’s parent product service campaign record.
Product service campaign item number The ID of the product service campaign item.
Status The status of the product service campaign. The default values are:
• New—Product service campaign created, but there’s no activity
yet.
• In Progress—Product service campaign began
• On Hold—Work is paused.
• Completed—Work is complete.
• Cannot Complete—Work couldn’t be completed.
• Closed—All work and associated activity is complete.
• Canceled—Work is canceled, typically before any work began.
Status category The category that each status value falls into. The Status Category
field has eight default values: seven values that are identical to the
default Status values, and a None value for statuses without a status
category.
If you create custom Status values, you must indicate which
category it belongs to. For example, you create a Waiting for
Response value and decide that it belongs in the On Hold category.
To learn which processes reference Status Category, see How are
Status Categories Used?
691
Salesforce Field Service Return Order Fields
Return Order Fields
Return orders and return order line items have the following fields. Sometimes you can't see or edit
EDITIONS
certain fields because of your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Return Order
orgs) and Lightning
Return orders track the return or repair of products and inventory. Experience
The Field Service core
Field Name Description
features, managed
Account The account associated with the return order. package, and mobile app
are available in Enterprise,
Case The case associated with the return order. Unlimited, and Developer
Editions.
Contact The contact associated with the return order.
Description Notes or context about the return order.
Destination Location The location where the items are being returned
to. For example, if the return order tracks the
return of products from a mobile worker’s van
to a warehouse, the warehouse is the
destination location.
Expected Arrival Date The date when the items are expected to arrive
at the destination location.
Order The order associated with the return order.
When you associate a return order with an order,
you can associate the return order’s line items
with order products.
Owner The owner of the return order.
Product Request The product request associated with the return
order. When you associate a return order with
a product request, you can associate the return
order’s line items with the product request’s line
items.
A return order can be related to a product
request if the return order tracks the return of
unused products or products to be repaired or
replaced. For example, a mobile worker creates
a product request for three motors to prepare
for a field visit. If the worker finds that only two
motors are needed, they can create a return
order to return the third to the original location
and list the product request in this field.
Product Service Campaign The product service campaign associated with
the return order.
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Salesforce Field Service Return Order Fields
Field Name Description
Return Order Number (Read only) Auto-generated number identifying the return order.
Returned By The user returning the items.
Ship From Address The return shipping address. This address tracks the location of the
items at the start of the return or repair. For example, if a customer
is returning an item, the Ship From address is the customer’s
address.
Shipment Type The type of shipment associated with the return order. Available
values are:
• Standard (default value)
• Rush
• Overnight
• Next Business Day
• Pickup
Source Location The items’ location at the start of the return or repair. For example,
if the return order tracks the return of products from a mobile
worker’s service vehicle to a warehouse, the service vehicle is the
source location.
Status The status of the return order. Available values are:
• Draft
• Submitted
• Approved
• Canceled
• Closed
Return Order Line Item
Field Name Description
Asset The asset associated with the return order line item. One or more
of the following fields must be completed: Asset, Order Product,
Product, Product Item, and Product Request Line Item.
Description Notes or context about the return order line item.
Destination Location The location where the items are being returned to. For example,
if the return order tracks the return of products from a mobile
worker’s van to a warehouse, the warehouse is the destination
location.
Order Product The order product associated with the return order line item. One
or more of the following fields must be completed: Asset, Order
Product, Product, Product Item, and Product Request Line Item.
693
Salesforce Field Service Return Order Fields
Field Name Description
Processing Plan Indicates the preferred fate of the items following their return.
Available values are:
• Repair—Repair the items and return them to the owner
• Discard—Discard the items
• Salvage—Salvage the items’ working components
• Restock—Return the items to your inventory
Product The product item representing the location of the product at the
start of the return. One or more of the following fields must be
completed: Asset, Order Product, Product, Product Item, and
Product Request Line Item.
Product Item The product item associated with the return order line item. One
or more of the following fields must be completed: Asset, Order
Product, Product, Product Item, and Product Request Line Item.
Product Request Line Item The product request line item associated with the return order line
item. One or more of the following fields must be completed: Asset,
Order Product, Product, Product Item, and Product Request Line
Item.
Product Service Campaign The product service campaign associated with the return order.
Product Service Campaign Item The product service campaign item associated with the return
order.
Quantity Returned The quantity of items being returned. If multiple types of products
are being returned, track each product in a different return order
line item.
Quantity Unit of Measure Units of the returned items, for example, kilograms or liters. Quantity
Unit of Measure picklist values are inherited from the Quantity Unit
of Measure field on products.
Reason for Return The reason the items are being returned. Available values are:
• Damaged
• Defective
• Duplicate Order
• Wrong Item
• Wrong Quantity
• Not Satisfied
• Outdated
• Other
Repayment Method The method used to reimburse the customer or owner for the
items being returned. Available values are:
• Replace—The items are replaced
694
Salesforce Field Service Recordset Filter Criteria Fields
Field Name Description
• Refund—The items are returned and the owner is refunded
• Credit—The items are returned and the owner receives credit
for them
• Return—The items are returned to the owner, for example,
after repairs
Return Order The return order that the return order line item belongs to.
Return Order Line Item Number (Read only) Autogenerated number that identifies the return order
line item.
Source Location The items’ location at the start of the return or repair. For example,
if the return order tracks the return of products from a mobile
worker’s service vehicle to a warehouse, the service vehicle is the
source location.
SEE ALSO:
Track Customer Returns in Field Service
Guidelines for Tracking Customer Returns
Recordset Filter Criteria Fields
Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may
EDITIONS
not be visible or editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Recordset Filter Criteria
orgs) and Lightning
Filter criteria store service appointment field criteria used for shift scheduling. Experience
The Field Service core
Field Name Description
features, managed
Active Marks the recordset filter criteria available for package, and mobile app
use with the source object. For example, active are available in Enterprise,
criteria can be used to filter shifts in scheduling Unlimited, and Developer
and optimization. Editions.
Description Notes or context about the recordset filter
criteria.
Filtered Object Defines which object contains the records to be
filtered. Possible values are:
• Asset
• Service Appointment
Owner Name The owner of the recordset filter criteria.
Recordset Filter Criteria Name The name of the recordset filter criteria.
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Salesforce Field Service Recordset Filter Criteria Fields
Field Name Description
Source Object (Read only) Defines which object contains the link to the filter
criteria. Possible values are:
• Shift
• Maintenance Work Rule
Recordset Filter Criteria Rules
Field Name Description
Logical Operator Defines if the criteria is valid if all conditions are true or at least one
of the conditions is true
Add lead-time to usage-based work rules Allows you to create counter-based usage and duration-based
usage rule types.
Criteria Field The Service Appointment or Asset field used in the filter condition
rule.
Recordset Filter Criteria The ID of the linked recordset filter criteria.
Recordset Filter Criteria Rule Number (Read only) Auto-generated number that identifies the filter
condition rule.
Operator The criteria used to compare the Criteria Field to the Value field.
Value The value of the service appointment field to match on.
Usage Rate Stores the daily usage rate of the asset. The unit for the usage rate
must be per day.
Add Condition Adds another rule to the criteria.
SEE ALSO:
Create Criteria-Based Maintenance
Guidelines for Recordset Filter Criteria
Guidelines for Criteria-Based Maintenance
Guidelines for Usage-Based Maintenance
696
Salesforce Field Service Serialized Products and Serialized Products Transactions
Fields
Serialized Products and Serialized Products Transactions Fields
Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t
EDITIONS
see or edit certain fields because of your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Serialized Products
orgs) and Lightning
Each serialized product has a serial number. They have these fields. Experience
The Field Service core
Field Name Description
features, managed
Asset The asset associated with the serialized product. package, and mobile app
are available in Enterprise,
Expiration Date The date the product expires. Unlimited, and Developer
Editions.
Name The name of the serialized product record
(auto-generated).
Owner Name The person who owns the serialized product.
Product The product associated with the serialized
product.
Product Item The product item associated with the serialized
product.
Serial Number The serial number of the product.
Status The status of the serialized product.
Serialized Products Transactions
Serialized product transactions are auto-generated records that help you track the status change for a serialized product. They have
these fields.
Field Name Description
Name The number automatically assigned to the serialized product.
Serialized Product The serialized product associated with the transactions.
Related Record The product transfer or product consumed associated with the
serialized product.
Transaction Type The action that the transaction tracks.
697
Salesforce Field Service Service Appointment Fields for Field Service
Service Appointment Fields for Field Service
Service appointments have the following fields. Some fields may not be visible or editable depending
EDITIONS
on your page layout and field-level security settings.
Available in: both Salesforce
Field Name Description Classic (not available in all
Account (Read only) The account associated with the orgs) and Lightning
Experience
appointment. If the parent record is a work order
or work order line item, this field’s value is The Field Service core
inherited from the parent. Otherwise, it remains features, managed
blank. package, and mobile app
are available in Enterprise,
Actual Duration (Minutes) The number of minutes that it took the resource Unlimited, and Developer
to complete the appointment after arriving at Editions.
the address. When values are first added to the
Actual Start and Actual End fields, the Actual
Duration is automatically populated to list the
difference between the Actual Start and Actual
End. If the Actual Start and Actual End fields are
subsequently updated, the Actual Duration field
doesn’t reupdate, but you can manually update
it.
Actual End The actual date and time the appointment
ended.
Actual Start The actual date and time the appointment
started.
Address The address where the appointment is taking
place. The address is inherited from the parent
record if the parent record is a work order or
work order line item.
Appointment Number An auto-assigned number that identifies the
appointment.
Arrival Window End The end of the window of time in which the
mobile worker is scheduled to arrive at the site.
This window is typically larger than the
Scheduled Start and End window to allow time
for delays and scheduling changes. You may
choose to share the Arrival Window Start and
End with the customer, but keep the Scheduled
Start and End internal-only.
Arrival Window Start The beginning of the window of time in which
the mobile worker is scheduled to arrive at the
site. This window is typically larger than the
Scheduled Start and End window to allow time
for delays and scheduling changes. You may
choose to share the Arrival Window Start and
698
Salesforce Field Service Service Appointment Fields for Field Service
Field Name Description
End with the customer, but keep the Scheduled Start and End
internal-only.
Bundle Indicates if this service appointment is a bundle service
appointment. The default value is false.
Bundle Member Indicates if this service appointment is a bundle member service
appointment. The default value is false.
Bundle Policy Reference to the bundle policy associated with this service
appointment.
Contact The contact associated with the appointment. If the parent record
is a work order or work order line item, this field’s value is inherited
from the parent.
Description The description of the appointment.
Due Date The date by which the appointment must be completed. Earliest
Start Permitted and Due Date typically reflect terms in the
customer’s service-level agreement.
Duration The estimated length of the appointment. If the parent record is
work order or work order line item, the appointment inherits its
parent’s duration, but it can be manually updated. The duration is
in minutes or hours based on the value selected in the Duration
Type field.
Duration Type The unit of the duration: Minutes or Hours.
Earliest Start Permitted The date after which the appointment must be completed. Earliest
Start Permitted and Due Date typically reflect terms in the
customer’s service-level agreement.
Latitude Used with Longitude to specify the precise geolocation of the
address where the service appointments is completed. Acceptable
values are numbers between –90 and 90 with up to 15 decimal
places. This field is available via the API only.
To integrate data from an external data source for latitude, map
your data to the ServiceAppointment.Latitude and
not the
ServiceAppointment.FSL__InternalSLRGeolocation__Latitude__s
field.
Longitude Used with Latitude to specify the precise geolocation of the address
where the service appointment is completed. Acceptable values
are numbers between –180 and 180 with up to 15 decimal places.
This field is available in the API only.
To integrate data from an external data source for longitude, map
your data to the ServiceAppointment.Longitude and
not the
699
Salesforce Field Service Service Appointment Fields for Field Service
Field Name Description
ServiceAppointment.FSL__InternalSLRGeolocation__Longitude__s
field.
Manually Bundled Applicable when you’re using the Appointment Bundler. This field
is a read-only field. Indicates if this bundle was created manually.
The default value is false.
Offsite Appointment Applicable only when you’re using Enhanced Scheduling and
Optimization. Indicates whether this appointment can be done
remotely. If selected, no travel time is added to the schedule
assigned resource record when the job is scheduled. For example,
work such as remote technical assistance, filling out reports, or
renewal of health and safety certification can be done from
anywhere.
Enhanced Scheduling and Optimization must be enabled. As of
Summer ’23 new Salesforce orgs have Enhanced Scheduling and
Optimization enabled by default for all service territories. Orgs
existing prior to Summer ’23 must add the Offsite Appointment
field to the page layout.
Parent Record The parent record associated with the appointment. The parent
record can’t be updated after the service appointment is created.
Parent Record Status Category (Read only) The Status Category of the parent record. If the parent
record is a work order or work order line item, this field is populated;
otherwise, it remains blank.
Parent Record Type (Read only) The type of parent record: Account, Asset, Lead,
Opportunity, Work Order, or Work Order Line Item.
Related Bundle Applicable when you’re using the Appointment Bundler. The
bundle that this service appointment is a member of.
Scheduled End The time at which the appointment is scheduled to end. If you’re
using the Field Service managed package with the scheduling
optimizer, this field is populated when the appointment is assigned
to a resource. Scheduled End – Scheduled Start = Estimated
Duration.
Scheduled Start The time at which the appointment is scheduled to start. If you’re
using the Field Service managed package with the scheduling
optimizer, this field is populated when the appointment is assigned
to a resource.
Schedule Mode (Read only) Shows Auto or Manual after performing automated or
manual scheduling. When using Enhanced Scheduling and
Optimization, the Schedule Mode field shows how the appointment
was scheduled: Drag and Drop, Schedule, Global Optimization,
In-Day Optimization, or Resource Optimization.
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Salesforce Field Service Service Appointment Fields for Field Service
Field Name Description
Service Note Add notes such as an appointment summary or recommendations
for future work. Depending on your settings, these notes might
appear on a customer-facing service report.
Service Territory The service territory associated with the appointment. If the parent
record is a work order or work order line item, the appointment
inherits its parent’s service territory.
Status The status of the appointment. The picklist includes the following
values, which can be customized:
• None—Default value.
• Scheduled—The service appointment is scheduled.
• Dispatched—The service resource is in route.
• In Progress—The service resource started the work.
• Cannot Complete—The service resource couldn’t complete
the appointment for any reason.
• Completed—The service resource completed the work.
• Canceled—The service appointment has been canceled.
Status Category The category that each Status value falls into. The Status Category
field’s values are identical to the standard Status values.
If you create custom Status values, you must indicate which
category it belongs to. For example, if you create a Customer
Absent value, you may decide that it belongs in the Cannot
Complete category.
To learn which processes reference Status Category, see How are
Status Categories Used?
Subject A short phrase describing the appointment.
Work Type (Read only) The work type associated with the service appointment.
The work type is inherited from the appointment’s parent record
if the parent is a work order or work order line item.
If Lightning Scheduler is also in use, this field is editable. However,
users see an error if they update it to list a different work type than
the parent record’s work type.
SEE ALSO:
Manage Field Service Appointments
701
Salesforce Field Service Service Crew Fields
Service Crew Fields
Service crews and service crew members have the following fields. Depending on your page layout
EDITIONS
and field-level security settings, you may not be able to view or update some of them.
Available in: both Salesforce
Classic (not available in all
Service Crew
orgs) and Lightning
Service crews are groups of users who can be assigned to a service appointment as a unit. Create Experience
service crews from the crew management tool or the Service Crews tab.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Crew Size The ideal number of members on the crew. This are available in Enterprise,
field doesn’t update when you add or remove Unlimited, and Developer
members. The maximum crew size is 100. Editions.
You can add crew size requirements to work
types, work orders, and work order line items
that are enforced during scheduling. To learn
more, see Considerations for Scheduling Service
Crews.
Gantt Color Hex code of the crew’s background color on the
Gantt. Crews without a set Gantt color appear
in purple. For example, set the Gantt color to
green (#008000) for all service crews that use a
company vehicle.
This is a Field Service managed package
feature.
Name The name of the service crew. For example,
Repair Crew.
Owner By default, the person who created the service
crew.
Service Crew Member
Service crew members are service resources who belong to a service crew. Add members to a service crew from the crew management
tool or the Service Crew Members related list on the crew record.
Field Name Description
End Date The last day that the service resource belongs to the crew. You can
use this field to track employment dates for contractors.
Gantt Label Custom label that appears beneath the member’s name on the
Gantt. For example, enter the person’s job title.
This is a Field Service managed package feature.
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Salesforce Field Service Service Report Fields
Field Name Description
Leader Indicates that the member is the crew leader. Leaders can edit
assigned appointments and their parent records, while members
can only view them. Crew geolocation is based on the leader’s
location. Leaders appear in the crew management tool with a star
next to their name.
Name The name of the crew member. Depending on your preference,
you can enter the service resource’s name or their role in the crew.
Service Crew The crew that the service resource belongs to.
Service Resource The service resource that belongs to the crew.
Start Date Required. The day the service resource joins the crew.
SEE ALSO:
Create Service Crews
Set Up Crew Management
Manage Field Service Crew Membership
Service Report Fields
Service reports and digital signatures on service reports have the following fields. Some fields may
EDITIONS
not be visible or editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Service Report
orgs) and Lightning
Service reports display fields from related objects, including service appointments, work orders, Experience
and work order line items. In addition, the Service Report object comes with the following fields.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Parent ID The ID of the record that the service report is are available in Enterprise,
summarizing. For example, if you click Create Unlimited, and Developer
Service Report on a service appointment, this Editions.
field lists the service appointment’s record ID.
Service Report Language The language used for the service report. The
language is selected in the Service Report
Language field on the associated work order. If
the work order doesn’t specify a service report
language, the report is translated in the default
language in Salesforce of the person generating
the report.
Service Report Name The name of the service report.
703
Salesforce Field Service Service Report Fields
Field Name Description
Service Report Template The template used to create the service report.
If the person creating the service report doesn’t have Read access
to objects or fields in the service report template, those fields aren’t
visible in the report they create.
Signed Indicates that the service report contains one or more signatures.
Note: To quickly find signed reports, add this field to the
Service Reports related list on work orders.
Digital Signature
Digital Signatures are signatures captured on service reports. For example, mobile workers can collect signatures from customers, other
workers, or anyone else involved in field service work.
Field Name Description
Date Signed The date of the signing.
Parent Record The service appointment, work order, or work order line item that
the service report belongs to.
Place Signed The place where the service report was signed.
Signature Image The image of the signature.
Signature Number An auto-generated number identifying the signature.
Signature Type The role of the person signing. It comes with one value, Default.
Service reports can have one signature per type, so your admin
needs to create additional signature types in Setup.
Create at least one value for every role that might need to sign a
service report. For example, Technician, Customer, Supervisor, or
Supplier. If you want some service reports to be signed by multiple
people in one role—for example, if all mobile workers present at
an appointment should sign—create numbered types: Technician
1, Technician 2, and so forth.
Signed By The name of the person signing.
SEE ALSO:
Create Field Service Report Templates
Create Field Service Customer Reports
Field Service Guidelines for Creating Service Report Templates
Field Service Guidelines for Using Signatures on Service Reports
704
Salesforce Field Service Service Resource Fields for Field Service
Service Resource Fields for Field Service
Service resources, resource absences, resource capacity records, assigned resources, and resource
EDITIONS
preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your
page layout and field-level security settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Service Resource Experience
Service resources represent individual users or groups of users, known as service crews, who can
The Field Service core
complete field service work.
features, managed
package, and mobile app
Field Name Description are available in Enterprise,
Active When selected, this option means that the Unlimited, and Developer
resource can be assigned to work orders. For Editions.
service tracking purposes, resources can’t be
deleted, so deactivating a resource is the best
way to send them into retirement.
Capacity-Based Capacity-based resources are limited to a certain
number of hours or appointments in a specified
time period.
The Capacities related list shows a resource’s
capacity.
Description The description of the resource.
Include in Scheduling Optimization Use only if the Field Service managed package
is installed. When selected, this option checks
whether the resource can be assigned to service
appointments during the optimization process.
To be included in optimization, resources need
the Field Service Scheduling permission set
license. If this option is selected and the resource
doesn’t have the permission set license, the user
creating the service resource is prompted to
assign it.
Location The location associated with the service
resource. For example, a service vehicle driven
by the service resource.
Name The resource’s name. This name can be the
name or title of the associated user or crew.
Resource Type Indicates whether a resource is a technician
(mobile worker), dispatcher, or crew. Resources
who are dispatchers can’t be capacity-based or
included in schedule optimization. Only users
with the Field Service Dispatcher permission-set
705
Salesforce Field Service Service Resource Fields for Field Service
Field Name Description
license can be dispatchers. You can’t add additional resource types.
Field Service users can see Asset as a picklist option in the Resource
Type field. But you can’t save the record when you select Asset if
you don’t have access to Lightning Scheduler. To schedule assets
with Salesforce Field Service, contact your account executive to
get the required license.
Service Crew The associated service crew. If the service resource represents a
crew, select the crew.
This field is hidden for all users by default. To use it, update its
field-level security settings in Setup and add it to your service
resource page layouts.
User The associated user. If the service resource represents a crew instead
of a single user, leave this field blank.
Resource Absence
Resource absences are periods of time when a service resource isn’t available to work.
Field Name Description
Absence Number (Read only) An auto-generated number identifying the absence.
Absence Type The type of absence: Meeting, Training, Medical, or Vacation. You
can add custom values if needed, but the name Break is reserved
for the managed package.
Address The address associated with the absence.
Description The description of the absence.
End Time The date and time when the absence ends.
Resource Name The absent service resource.
Start Time The date and time when the absence begins.
Resource Capacity
A service resource’s capacity indicates how much work the resource can perform in a specified time period.
Field Name Description
End Date The date the capacity ends, such as the end date of a contract.
Name (Read only) An auto-generated number identifying the capacity
record.
706
Salesforce Field Service Service Resource Fields for Field Service
Field Name Description
Hours per Time Period The number of hours that the resource can work per time period.
You must fill out this field, the Work Items per Time Period field, or
both.
Service Resource The associated resource.
Start Date The date the capacity goes into effect.
Time Period Day, Week, or Month. For example, if a resource can work 80 hours
per month, select Month and enter 80 in Hours per Time Period.
Work Items per Time Period The total service appointments that the resource can complete
per time period. You must fill out this field, the Hours per Time
Period field, or both.
Assigned Resource
Assigned resources are service resources who are assigned to a service appointment. They appear in the Assigned Resources related list
on service appointments. Assign a service appointment to a service crew by creating an assigned resource record that is linked to the
service resource record representing the crew.
Field Name Description
Actual Travel Time (Minutes) The actual travel time in minutes to the work site.
Assigned Resource Number An auto-generated number identifying the assigned resource.
Estimated Travel Time (Minutes) The estimated travel time in minutes to the work site.
If the resource represents a crew, you can’t track individual crew
members’ travel time unless you create an assigned resource record
for each crew member.
Service Appointment The related service appointment.
Service Crew The service crew assigned to the appointment. Typically,
appointments are assigned to crews by creating an assigned
resource record that links to the service crew record. If you’re using
that approach, you can leave the Service Crew field blank.
If you want to assign an appointment to crew members individually
so you can track each member’s travel time, create an assigned
resource record for each crew member that has both the User and
Service Crew fields completed.
This field is hidden for all users by default. To use it, update its
field-level security settings in Setup and add it to your assigned
resource page layouts.
Service Resource The service resource assigned to the appointment.
707
Salesforce Field Service Service Territory Fields for Field Service
Resource Preference
Resource preferences determine which service resources are assigned to field service work. You can designate certain service resources
as preferred, required, or excluded on specific accounts or work orders. Work orders inherit their associated account’s resource preferences.
Field Name Description
Preference Type • Preferred: Indicates that the customer wants their field service
work assigned to the resource
• Required: Indicates that the resource must be assigned to the
customer’s field service work
• Excluded: Indicates that the customer doesn’t want their field
service work assigned to the resource
Resource preferences are suggestions, not requirements. You can
assign a service appointment to any resource regardless of the
related work order’s resource preferences.
Related Record The work order or account with the resource preference.
Resource Preference Number An auto-generated number identifying the resource preference.
Service Resource The service resource that is preferred, required, or excluded.
SEE ALSO:
Create Service Resources for Field Service
Guidelines for Creating Service Resources for Field Service
Service Territory Fields for Field Service
Service territories, service territory members, and service territory locations have these fields.
EDITIONS
Sometimes fields aren’t visible or editable depending on your page layout and field-level security
settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Service Territory Experience
Service territories represent regions in which field service work can be performed.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Active Indicates whether the service territory is meant are available in Enterprise,
to be used. If a territory is inactive, you can’t add Unlimited, and Developer
members to it or link it to work orders, work Editions.
order line items, or service appointments.
Address An address to associate with the territory. For
example, you can list the address of the
territory’s headquarters. A service territory’s
primary members use its address as their home
base unless a different address is specified on
708
Salesforce Field Service Service Territory Fields for Field Service
Field Name Description
the member record. If the Field Service managed package is
installed, the home base is used to calculate travel for the first and
last leg of the day.
Note: When defining an address, make sure that it’s
geocoded. Entering a street address can be a requirement.
Average Travel Time (in minutes) The average travel time for the service territory in minutes. The
value is added to the Work Capacity Usage for each scheduled
service appointment in the service territory. The average travel
time must include both travel time and the travel time buffer, if
defined. See Work Capacity Usage (WCU) on page 219.
Description The description of the territory.
Name The name of the territory.
Operating Hours The territory’s operating hours, which indicate when service
appointments within the territory occur. Service resources who
are members of a territory automatically inherit the territory’s
operating hours unless different hours are specified on the service
territory member record.
Parent Territory The territory’s parent service territory, if it has one. For example, a
Northern California territory can have a State of California territory
as its parent.
Top-Level Territory (Read only) The top-level territory in a hierarchy of service territories.
Depending on where a territory lies in the hierarchy, its top-level
territory can be the same as its parent.
Travel Mode The travel mode used for travel time calculations. The travel mode
includes information about the type of transportation, such as a
car or walking, whether a vehicle can take toll roads, and whether
a vehicle is transporting hazardous materials.
Typical In-Territory Travel Time Estimated number of minutes needed to travel from one location
to another within the service territory. You can use this field in Apex
customization.
Service Territory Member
Service territory members are service resources who are available to work in the service territory.
Field Name Description
Address The member’s address. For example, you can list the related service
resource’s address in this field.
End Date The date when the service resource is no longer a member of the
territory. If the resource is scheduled to work in the territory for the
709
Salesforce Field Service Service Territory Fields for Field Service
Field Name Description
foreseeable future, leave this field blank. This field is useful for
indicating when a temporary relocation ends.
Member Number (Read only) An auto-generated number identifying the service
territory member.
Operating Hours The member’s operating hours, which are inherited from the service
territory.
Service Resource The service resource assigned to the service territory.
Service Territory The service territory that the service resource is assigned to.
Start Date The date when the service resource becomes a member of the
service territory.
Territory Type • Primary: Where the resource works most often. For example,
near their home base. Service resources can have only one
primary territory at a given time.
• Secondary: Where the resource can be assigned to
appointments if needed. Service resources can have multiple
secondary territories with overlapping dates.
• Relocation: Representing a temporary move. Resources with
relocation territories are always assigned to appointments
within their relocation territories during the specified relocation
dates. If they don’t have a relocation territory, the primary
territories are favored over the secondary.
For example, a service resource can have these territories.
• Primary territory: West Chicago
• Secondary territories:
– East Chicago
– South Chicago
• Relocation territory: Manhattan, for a 3-month period
Service Territory Location
Service territory locations represent locations that belong to a service territory, such as a warehouse located inside a territory.
Field Name Description
Location The related location.
Service Territory The related service territory.
710
Salesforce Field Service Shift Fields for Field Service
Field Name Description
Service Territory Location Number An auto-generated number identifying the territory location.
SEE ALSO:
Create Service Territories for Field Service
Guidelines for Creating Service Territories for Field Service
Shift Fields for Field Service
Shifts have the following fields. Some fields may not be visible or editable depending on your page
EDITIONS
layout and field-level security settings.
Shifts can be used to schedule and dispatch service resources. Available in: both Salesforce
Classic (not available in all
Field Name Description orgs) and Lightning
Experience
Background Color Color code shifts by adding a background color
in hexadecimal format. The Field Service core
features, managed
Created By (Read Only) User who created the time sheet. package, and mobile app
are available in Enterprise,
Created Date (Read Only) Date the time sheet was created.
Unlimited, and Developer
End Time The date and time that the shift ends. Editions.
Holiday Shift Indicates a shift that overlaps with holiday hours.
Job Profile Job profile associated with the shift.
Label The customizable label, or name, for the shift.
Last Modified By (Read Only) User who last modified the time
sheet.
Last Modified Date (Read Only) Date the time sheet was last
modified.
Non-Standard Marks a shift as non-standard, such as evening
or on-call shifts.
Owner Name Shift owner.
Recordset Filter Criteria Recordset filter criteria associated with the shift.
Filter criteria can be used to match shift and
service territory records against criteria you
create.
Service Resource Service resource associated with the shift.
Service Territory Service territory associated with the shift.
Shift Number (Read Only) The number automatically created
for the shift.
711
Salesforce Field Service Shift Pattern Fields
Field Name Description
Start Time The date and time that the shift starts.
Status The status of the shift. The picklist includes the following values,
which can be customized:
• Tentative
• Published
• Confirmed
Status Category The status of the shift using static values. This field is derived from
the Status field using the mapping you define. The picklist includes
the following values:
• Tentative
• Published
• Confirmed
Time Slot Type The type of time slot for the shift. This field uses the same values
as the Time Slot field in the Operating Hours object. The picklist
includes the following values:
• Normal
• Extended
Shift Pattern Fields
Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or
EDITIONS
editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Shift Patterns
orgs) and Lightning
Experience
Field Name Description
The Field Service core
Active Marks the shift template active. features, managed
Description Notes or context about the shift template. package, and mobile app
are available in Enterprise,
Owner Name The owner of the shift template. Unlimited, and Developer
Editions.
Pattern Length The number of days of the pattern.
Shift Pattern Name The name of the shift pattern.
Shift Pattern Entries
Shift pattern entries link shift templates to the pattern.
712
Salesforce Field Service Shift Template Fields
Field Name Description
Day Position Applies the shift template to a specific day within the pattern.
Name (Read only) Auto-generated number that identifies the shift pattern
entry.
Shift Pattern (Read only) The ID of the shift pattern.
Shift Template (Read only) The ID of the linked shift template.
Shift Template Fields
Shift templates have the following fields. Some fields may not be visible or editable depending on
EDITIONS
your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Shift Templates
orgs) and Lightning
Experience
Field Name Description
The Field Service core
Active Marks the shift template active. features, managed
Background Color Color code shifts by adding a background color package, and mobile app
in hexadecimal format. are available in Enterprise,
Unlimited, and Developer
Description Notes or context about the shift template. Editions.
Duration The duration in hours of the shift.
Job Profile The job profile assigned to the shift.
Non-Standard Marks a shift as non-standard, such as evening
or on-call shifts.
Owner Name The owner of the shift template.
Shift Template ID (Read only) The ID of the shift template.
Shift Template Name The name of the shift template.
Start Time The shift’s start time.
Time Slot Type Sets the shift's time slot type, either Normal or
Extended. If no time slot type is selected, shifts
created from the template are marked Normal.
713
Salesforce Field Service Skill Fields for Field Service
Skill Fields for Field Service
Skills represent certifications and areas of expertise in your field service workforce. Skills, service
EDITIONS
resource skills, and skill requirements have the following fields. Some fields may not be visible or
editable depending on your page layout and field-level security settings. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Skill Experience
Skills represent a certification or area of expertise. They are created in Setup.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Name The name of the skill. are available in Enterprise,
Unlimited, and Developer
Description The description of the skill. Editions.
Developer Name The unique name of the skill in the API.
Note: When you create a skill, leave the Assign Users and Assign Profiles sections blank. They are specific to Chat, which also uses
skills.
Service Resource Skill
Service resource skills are skills that are assigned to a service resource. They appear in the Skills related list on service resource detail
pages.
Field Name Description
End Date The date when the skill expires. For example, if a resource must be
re-certified after six months, the end date would be the date their
certification expires.
Service Resource The resource who possesses the skill.
Skill The skill the resource possesses.
Skill Level The resource’s skill level. Skill level can range from zero to 99.99.
Start Date The date when the resource gains the skill. For example, if the skill
represents a certification, the start date would be the date of
certification.
Skill Requirement
Skill requirements are skills that a service resource needs to complete a task. They appear in the Skill Requirements related list on work
type, work order, and work order line item detail pages.
Field Name Description
Related Record The work order, work order line item, or work type that the skill is
required on.
714
Salesforce Field Service Time Sheet Fields
Field Name Description
Skill The required skill.
Skill Level The required skill level. Skill level can range from zero to 99.99.
SEE ALSO:
Create Skills for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
Time Sheet Fields
Time sheets and time sheet entries have the following fields. Some fields may not be visible or
EDITIONS
editable depending on your page layout and field-level security settings.
Available in: both Salesforce
Classic (not available in all
Time Sheet
orgs) and Lightning
Time sheets relate service resources with their time and attendance. Experience
The Field Service core
Field Name Description
features, managed
Created By (Read Only) User who created the time sheet. package, and mobile app
are available in Enterprise,
Created Date (Read Only) Date the time sheet was created. Unlimited, and Developer
Editions.
Last Modified By (Read Only) User who last modified the time
sheet.
Last Modified Date (Read Only) Date the time sheet was last
modified.
Name Time sheet name.
Owner Time sheet owner.
Service Resource Service resource associated with the time sheet.
Status The status of the time sheet. The picklist includes
the following values, which can be customized:
• None
• New
• Submitted
• Approved
Time Sheet End Date The last day the time sheet covers.
Time Sheet Entry Count (Read Only) The number of related time sheet
entries.
Time Sheet Start Date The first day the time sheet covers.
715
Salesforce Field Service Time Sheet Fields
Time Sheet Entry
Time sheet entries track the continual time a resource performs a specific function.
Field Name Description
Created By (Read Only) User who created the time sheet entry.
Created Date (Read Only) Date the time sheet entry was created.
Description A text box for notes on how the time was spent. For example, “This
service took longer than normal because the machine was
jammed.”
Duration (in Minutes) (Read Only) Minutes recorded on the time sheet entry.
End Time The date and time the activity finished.
Last Modified By (Read Only) User who last modified the time sheet.
Last Modified Date (Read Only) Date the time sheet was last modified.
Location Time Zone Time zone of the location where the activity occurred.
Name Time sheet entry name.
Start Time The date and time the activity began.
Status The status of the time sheet entry. The picklist includes the
following values, which can be customized:
• None
• New
• Submitted
• Approved
Subject Activity performed; for example, repair, lunch, or travel.
Time Sheet (Read Only) Related time sheet.
Type The type of work performed. The picklist includes the following
values, which can be customized:
• None
• Direct
• Indirect
Work Order The work order related to the time sheet entry. Work orders are
searchable by their content.
Work Order Line Item The work order line item related to the time sheet entry. Work order
line items are searchable by their content.
SEE ALSO:
Create Time Sheet Templates
716
Salesforce Field Service Travel Mode Fields
Travel Mode Fields
Travel Modes have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Can Use Toll Roads Indicates if the vehicle is allowed to drive on toll Classic (not available in all
roads. The default value is 'false'. orgs) and Lightning
Experience
Is transporting Hazmat Indicates if the vehicle is transporting hazardous
The Field Service core
materials. The default value is 'false'.
features, managed
Name Name of the Travel Mode. package, and mobile app
are available in Enterprise,
Transport Type Type of transportation. Unlimited, and Developer
Possible values are: Editions.
• Bicycle
• Car
• Heavy Truck
• Light Truck
• Walking
Warranty Fields
Warranty terms, product warranty terms, and asset warranties have the following fields. Your page
EDITIONS
layout and field-level security settings can hide some fields and prevent you from editing others.
Available in: both Salesforce
Classic (not available in all
Warranty Term
orgs) and Lightning
Warranty terms let you define the labor, parts, and expenses covered, along with any exchange Experience
options provided to rectify issues with products.
The Field Service core
features, managed
Field Name Description
package, and mobile app
Active Defines whether the warranty term is active. are available in Enterprise,
Unlimited, and Developer
Code A code or other identifier associated with this Editions.
warranty term.
Description Description of the warranty term.
Effective Start Date Date when the warranty term became available:
• InstallDate
• ManufactureDate
• PurchaseDate
Exchange Type The type of exchange offered:
• AdvanceExchange
717
Salesforce Field Service Warranty Fields
Field Name Description
• Loaner
• ReturnExchange
Exclusions Description of any exclusions.
Expenses Covered (Required) The percentage of expenses covered.
Expenses Covered Duration (Required) The period that expenses are covered for.
Expenses Covered Unit of Time (Required) The time measurement for expenses covered duration:
• Days
• Weeks
• Months
• Years
Labor Covered (Required) The percentage of labor covered.
Labor Covered Duration (Required) The period that labor is covered for.
Labor Covered Unit of Time (Required) The time measurement for labor covered duration:
• Days
• Weeks
• Months
• Years
Owner Warranty term owner.
Parts Covered (Required) The percentage of parts covered.
Parts Covered Duration (Required) The duration that parts are covered for.
Parts Covered Unit of Time (Required) The time measurement for parts covered duration:
• Days
• Weeks
• Months
• Years
Price Book The price book item associated with this warranty term.
Transferable Defines whether the warranty can be transferred to a new owner.
Warranty Duration The duration of the warranty offered by this term.
Warranty Term Name The name of the warranty term.
Warranty Type The type of warranty:
• Repair
• Standard
• Supplier
718
Salesforce Field Service Warranty Fields
Field Name Description
Warranty Unit Of Time The time measurement for warranty duration:
• Days
• Weeks
• Months
• Years
Product Warranty Term
A product warranty term identifies a warranty term that applies to a product or product family to create a standard warranty. When an
asset is installed, it picks up the standard warranty terms defined for its product or product family.
Field Name Description
Covered Product Family (Required if Covered Product isn’t defined.) The product family that
the warranty term applies to.
Covered Product (Required if Covered Product Family isn’t defined.) The product
that the warranty term applies to.
Product Warranty Term Number (Read Only) The identifier for this product warranty term.
Warranty Term The warranty term.
Asset Warranty Term
An asset warranty term lets you record any exclusions and extensions to a standard warranty term for an asset.
Field Name Description
Asset The asset this warranty term applies to.
Asset Warranty Number (Read Only) The identifier of the asset warranty record.
End Date The date when the warranty term expires.
Exchange Type The type of exchange offered.
Exclusions Description of any exclusions.
Expenses Covered The percentage of expenses covered.
Expenses Covered End Date The date when cover for expenses ends.
Labor Covered The percentage of labor covered.
Labor Covered End Date The date when cover for labor ends.
Parts Covered The percentage of parts covered.
Parts Covered End Date The date when cover for parts ends.
719
Salesforce Field Service Work Order Fields for Field Service
Field Name Description
Price Book The price book item associated with this warranty term.
Start Date The date when cover under this warranty term starts.
Transferable Defines whether the warranty can be transferred to a new owner.
Warranty Term The warranty term this asset warranty term extends.
Warranty Type The type of warranty.
Work Order Fields for Field Service
Work orders have the following fields. Sometimes you can't see or edit certain fields because of
EDITIONS
your page layout and field-level security settings.
Available in: both Salesforce
Field Description Classic (not available in all
Account The account associated with the work order. orgs) and Lightning
Experience
Address The compound form of the address where the
The Field Service core
work order is completed. The work order’s
features, managed
service appointments and line items inherit its
package, and mobile app
address, though the address on line items can
are available in Enterprise,
be updated. Unlimited, and Developer
Asset The asset associated with the work order. Editions.
Business Hours The business hours associated with the work
order.
Case The case associated with the work order.
City The city where the work order is completed.
Maximum length is 40 characters.
Contact The contact associated with the work order.
Country The country where the work order is completed.
Maximum length is 80 characters.
Currency ISO Code Three-letter currency code. Available only if the
multicurrency feature is enabled.
Description The description of the work order. We
recommend describing the steps a user takes
to mark the work order Completed.
Discount (Read Only) The weighted average of the
discounts on all line items on the work order. It
can be any positive number up to 100.
720
Salesforce Field Service Work Order Fields for Field Service
Field Description
Duration The estimated time required to complete the work order. Specify
the duration unit in the Duration Type field.
Work order duration and work order line item duration are
independent of each other. If you want work order duration to
automatically show the sum of the work order line items’ duration,
replace the Duration field on work orders with a custom roll-up
summary field.
DurationInMinutes The estimated time required to complete the work order, in
minutes. This field is for internal use.
Duration Type The unit of the duration: Minutes or Hours.
End Date The date when the work order is completed. This field is blank
unless you set up automation to configure it. For a sample workflow
rule that configures the Start Date field (a similar field), see Start
Date.
Entitlement The entitlement associated with the work order.
Entitlement Process End Time The time the work order exits an entitlement process. If an
entitlement process applies to a work order, this field appears.
Entitlement Process Start Time The time the work order entered an entitlement process. If an
entitlement process applies to a work order, this field appears.
Generated from maintenance plan (Read Only) Indicates that the work order was generated from a
maintenance plan rather than manually created.
This option is deselected for work orders that were generated from
maintenance plans before Summer ’18.
Geocode Accuracy The level of accuracy of a location’s geographical coordinates
compared with its physical address. A geocoding service typically
provides this value based on the address’s latitude and longitude
coordinates.
Grand Total (Read Only) The total price of the work order with tax added.
Is Closed Indicates whether the work order is closed. Use this field to report
on closed versus open work orders.
Last Modified Date The date when the work order was last modified.
Last Viewed Date The date when the work order was last viewed.
Latitude Used with Longitude to specify the precise geolocation of the
address where the work order is completed. Acceptable values are
numbers between –90 and 90 with up to 15 decimal places.
Line Items (Read Only) The number of work order line items on the work order.
721
Salesforce Field Service Work Order Fields for Field Service
Field Description
Location The location associated with the work order. For example, a work
site.
Longitude Used with Latitude to specify the precise geolocation of the address
where the work order is completed. Acceptable values are numbers
between –180 and 180 with up to 15 decimal places.
Maintenance Plan The maintenance plan associated with the work order. When the
work order is auto-generated from a maintenance plan, this field
automatically lists the related plan.
Maintenance Work Rule Id (Read Only) ID of the maintenance work rule if the work order or
work order line item was created by a maintenance plan. If created
by the One Work Order Line Item per Asset option on the
maintenance plan, the field is populated only on the work order
line item.
Milestone Status A milestone is a step in an entitlement process. It can have one of
three statuses: Compliant, Open Violation, and Closed Violation. If
an entitlement process applies to a work order, this field appears.
Milestone Status Icon An icon that corresponds to the milestone status.
• Compliant
• Open Violation
• Closed Violation
Minimum Crew Size The minimum crew size allowed for a crew assigned to the work
order.
If you’re not using the Field Service managed package, this field
serves as a suggestion rather than a rule. If you’re using the
managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether
it fits a work order’s minimum crew size requirement.
Owner The work order’s assigned owner.
Parent Work Order The work order’s parent work order, if it has one. View, create, and
delete a work order’s child work orders in the Child Work Orders
related list.
Postal Code The postal code where the work order is completed. Maximum
length is 20 characters.
Post-Work Summary The summary of a completed work order that’s either entered
manually, or, if using Einstein Copilot, the summary can be created
by copilot.
Pre-Work Brief Prompt Template ID The ID of the activated Pre-Work Brief prompt template.
Price Book The price book associated with the work order. Adding a price
book to the work order lets you assign different price book entries
722
Salesforce Field Service Work Order Fields for Field Service
Field Description
(products) to the work order’s line items. This field is only available
if products are enabled.
Priority The priority of the work order. The picklist includes the following
values, which can be customized:
• Low
• Medium
• High
• Critical
Product Service Campaign The product service campaign associated with the work order.
Product Service Campaign Item The product service campaign item associated with the work order.
Recommended Crew Size The recommended number of people on the service crew assigned
to the work order.
Record Type The record type associated with the work type.
Return Order The return order associated with the work order.
Return Order Line Item The return order line item associated with the work order.
Root Work Order (Read Only) The top-level work order in a work order hierarchy.
Depending on where a work order lies in the hierarchy, its root can
be the same as its parent.
Service Appointment Count The number of service appointments on the work order.
Service Contract The service contract associated with the work order.
Service Report Language The language used for all service reports and service report
previews created for the work order, its service appointments, and
its work order line items and their service appointments. If the field
is blank, service reports are generated in the default language in
Salesforce of the person creating the report.
To appear as an option in the Service Report Language field, a
language must be set up in Translation Workbench or be one of
the Salesforce 18 fully supported languages. Service report field
names are translated, but rich text field names, service report
section names, and text field values such as service notes aren’t
translated.
Service Report Template The service report template that the work order’s service reports
uses.
If you don’t specify a service report template on a work order, it
uses the service report template listed on its work type. If the work
type doesn’t list a template or no work type is specified, the work
order uses the default service report template.
723
Salesforce Field Service Work Order Fields for Field Service
Field Description
This field stays blank unless you update it on the work order. So to
find out which template the work order’s service reports uses, check
its work type.
Service Territory The service territory where the work order is taking place.
Start Date The date when the work order goes into effect. This field is blank
unless you set up automation to populate it. See the example for
a workflow rule that configures this field.
The Start Date and End Date fields are blank by default, but you
can set up workflow rules to configure them.
State The state where the work order is completed. Maximum length is
80 characters.
Status The status of the work order. The picklist includes the following
values, which can be customized:
• New—Work order was created, but there hasn’t yet been any
activity.
• In Progress—Work has begun.
• On Hold—Work is paused.
• Completed—Work is complete.
• Cannot Complete—Work couldn’t be completed.
• Closed—All work and associated activity is complete.
• Canceled—Work is canceled, typically before any work began.
Changing a work order’s status doesn’t affect the status of its work
order line items or associated service appointments.
Status Category The category that each status value falls into. The Status Category
field has eight default values: seven values that are identical to the
default Status values, and a None value for statuses without a status
category.
If you create custom Status values, you must indicate which
category it belongs to. For example, if you create a Waiting for
Response value, you can decide that it belongs in the On Hold
category.
Stopped Indicates that the milestone countdown has been paused.
Stopped Since The time the milestone countdown was paused.
Street The street number and name where the work order is completed.
Subject The subject of the work order. Describe the nature and purpose of
the job to be completed. For example: annual on-site well
maintenance. The maximum length is 255 characters.
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Salesforce Field Service Work Order Line Item Fields for Field Service
Field Description
Subtotal (Read Only) The total of the work order line items’ subtotals before
discounts and taxes are applied.
Suggested Maintenance Date The suggested date that the work order is completed. When the
work order is generated from a maintenance plan, this field is
automatically populated based on the maintenance plan’s settings.
Tax The total tax on the work order. For example, in a work order whose
total price is $100, enter $10 to apply a 10 percent tax. You can
enter a number with or without the currency symbol and you can
use up to two decimal places.
Total Price (Read Only) The total of the work order line items’ price after
discounts but before tax is added.
Work Order Number An autogenerated number that identifies the work order.
Work Type The work type associated with the work order. When a work type
is selected, the work order automatically inherits the work type’s
Duration, Duration Type, and required skills.
SEE ALSO:
Set Up Work Order Management for Field Service
Manage Field Service Work Orders
Work Order Line Item Fields for Field Service
Work order line items have the following fields. Sometimes you can't see or edit certain fields
EDITIONS
because of your page layout and field-level security settings.
Available in: both Salesforce
Field Description Classic (not available in all
Address The address of the line item. The line item orgs) and Lightning
Experience
inherits its address from its parent work order,
but it can also be updated manually. The Field Service core
features, managed
Asset The asset associated with the line item.
package, and mobile app
If your org uses hierarchical assets (available are available in Enterprise,
after Spring ’16), you sometimes want to link a Unlimited, and Developer
work order’s line items with different assets. For Editions.
this reason, line items don’t automatically inherit
their parent work order’s asset value.
City The city where the line item is completed.
Maximum length is 40 characters.
Country The country where the line item is completed.
Maximum length is 80 characters.
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Salesforce Field Service Work Order Line Item Fields for Field Service
Field Description
Currency ISO Code The ISO code for any currency allowed by the organization.
Available only for Salesforce orgs with the multicurrency feature
enabled.
Description The description of the line item. We recommend describing the
steps for a user to follow to mark the line item Completed.
Discount The percent discount to be applied to the line item. You can enter
a number with or without the percent symbol and you can use up
to two decimal places.
Duration The estimated time required to complete the line item. Specify the
duration unit in the Duration Type field.
Note: Work order duration and work order line item
duration are independent of each other. If you want work
order duration to automatically show the sum of the work
order line items’ duration, replace the Duration field on work
orders with a custom roll-up summary field.
DurationInMinutes The estimated time required to complete the line item, in minutes.
This field is for internal use.
Duration Type The unit of the duration: Minutes or Hours.
End Date The date when the line item is completed.
Geocode Accuracy The level of accuracy of a location’s geographical coordinates
compared with its physical address. A geocoding service typically
provides this value based on the address’s latitude and longitude
coordinates.
Is Closed Indicates whether the line item is closed. Changing the line item’s
status to Closed causes this checkbox to be selected in the user
interface.
Is Generated From Maintenance Plan Identifies whether the work order line item is generated from a
maintenance plan.
Last Referenced Date The date when the line item was last modified. Its label in the user
interface is Last Modified Date
Last Viewed Date The date when the line item was last viewed.
Latitude Used with Longitude to specify the precise geolocation of the
address where the work order is completed. Acceptable values are
numbers between –90 and 90 with up to 15 decimal places.
Line Item Number An auto-generated number that identifies the line item.
List Price The price of the line item (product) as listed in its corresponding
price book entry. If a product isn’t specified, the list price defaults
to zero. (Read only)
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Salesforce Field Service Work Order Line Item Fields for Field Service
Field Description
Location A location associated with the work order line item. For example,
a work site.
Longitude Used with Latitude to specify the precise geolocation of the address
where the work order is completed. Acceptable values are numbers
between –180 and 180 with up to 15 decimal places.
Maintenance Plan The maintenance plan associated with the work order line item.
Maintenance Work Rule Id (Read Only) ID of the maintenance work rule if the work order or
work order line item was created by a maintenance plan. If created
by the One Work Order Line Item per Asset option on the
maintenance plan, the field is populated only on the work order
line item.
Minimum Crew Size The minimum crew size allowed for a crew assigned to the line
item.
If you’re not using the Field Service managed package, this field
serves as a suggestion rather than a rule. If you’re using the
managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether
it fits a line item’s minimum crew size requirement.
Order The order associated with the line item. For example, you order
replacement parts before you can complete the line item.
Parent Work Order Line Item The line item’s parent line item, if it has one.
Note: View, create, and delete a line item’s child line items
in the Child Work Order Line Items related list.
Postal Code The postal code where the line item is completed. Maximum length
is 20 characters.
Pricebook Entry The price book entry (product) associated with the line item. The
label in the user interface is Product. This field’s lookup search
only returns products that are included in the work order’s price
book.
Priority The priority of the line item. The picklist includes the following
values, which can be customized:
• Low
• Medium
• High
• Critical
Product The product (price book entry) associated with the line item. This
field’s lookup search only returns products that are included in the
parent work order’s price book.
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Salesforce Field Service Work Order Line Item Fields for Field Service
Field Description
Product Service Campaign The product service campaign associated with the work order line
item.
Product Service Campaign Item The product service campaign item associated with the work order
line item.
Quantity The line item’s quantity.
Recommended Crew Size The recommended number of people on the service crew assigned
to the line item.
Return Order The return order associated with the work order line item.
Return Order Line Item The return order line item associated with the work order line item.
Root Work Order Line Item The top-level line item in a line item hierarchy. Depending on
where a line item lies in the hierarchy, its root can be the same as
its parent. (Read only)
Service Appointment Count The number of service appointments on the work order line item.
Service Report Template The service report template that the line item’s service reports uses.
If you don’t specify a service report template on a work order line
item, it uses the service report template listed on its work type. If
the work type doesn’t list a template or no work type is specified,
the line item uses the default service report template.
Note: This field stays blank unless you update it on the line
item. To find out which template the line item’s service
reports uses, check its work type.
Service Territory The service territory where the line item work is taking place.
Start Date The date when the line item goes into effect.
State The state where the line item is completed. Maximum length is 80
characters.
Status The status of the line item. The picklist includes the following values,
which can be customized:
• New—Line item was created, but there’s no activity yet.
• In Progress—Work has begun.
• On Hold—Work is paused.
• Completed—Work is complete.
• Cannot Complete—Work couldn’t be completed.
• Closed—All work and associated activity is complete.
• Canceled—Work is canceled, typically before any work began.
Status Category The category that each status value falls into. The Status Category
field has eight default values: seven values that are identical to the
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Salesforce Field Service Work Order Line Item Fields for Field Service
Field Description
default Status values, and a None value for statuses without a status
category.
If you create custom Status values, you must indicate which
category it belongs to. For example, if you create a Waiting for
Response value, you can decide that it belongs in the On Hold
category.
To learn which processes reference Status Category, see How are
Status Categories Used?
Street The street number and name where the line item is completed.
Subject The line item’s subject. For example, Tire Check.
Subtotal The line item’s unit price multiplied by the quantity. (Read only)
Suggested Maintenance Date Date when maintenance work is planned.
Total Price The line item’s subtotal with discounts applied. (Read only)
Unit Price By default, the unit price for a line item is the product’s list price
from the price book, but you can change it.
Work Order The parent work order of the line item. Because work order line
items must be associated with a work order, this field is required.
Work Order Line Item Number An autogenerated number that identifies the work order line item.
Work Type The work type associated with the line item. When a work type is
selected, the work order line item automatically inherits the work
type’s Duration, Duration Type, and required skills.
SEE ALSO:
Set Up Work Order Management for Field Service
Manage Field Service Work Orders
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Salesforce Field Service Work Type Fields for Field Service
Work Type Fields for Field Service
Work types have the following fields. Some fields may not be visible or editable depending on your
EDITIONS
page layout and field-level security settings.
Available in: both Salesforce
Field Name Description Classic (not available in all
Auto-Create Service Select to automatically create service appointments on work orders orgs) and Lightning
Experience
Appointment or work order line items that use the work type.
The Field Service core
Note:
features, managed
• By default, the Due Date on auto-created service package, and mobile app
appointments is seven days after the created date. Admins are available in Enterprise,
can adjust this offset from the Field Service Settings page Unlimited, and Developer
in Setup, or by updating the Due Date Offset field on a Editions.
work type (a Field Service managed package feature).
• If a work type with the Auto-Create Service Appointment
option selected is added to an existing work order or work
order line item, a service appointment is only created for
the work order or work order line item if it doesn’t yet have
one.
• If someone updates an existing work type by selecting the
Auto-Create Service Appointment option, service
appointments aren’t created on work orders and work
order line items that were already using the work type.
Description The description of the work type. Try to add details about the task or
tasks that this work type represents.
Document Template – The document template ID. If ServiceDocumentTemplateId
Service Appointment isn’t specified, this document template ID determines which service
document template is used for service documents generated from
a service appointment. The ID is 15 to 18 characters long.
Document Template – The document template ID. If ServiceDocumentTemplateId
Work Order isn’t specified, this document template ID determines which service
document template is used for service documents generated from
a work order. The ID is 15 to 18 characters long.
Document Template – The document template ID. If ServiceDocumentTemplateId
Work Order Line Item isn’t specified, this document template ID determines which service
document template is used for service documents generated from
a work order line item. The ID is 15 to 18 characters long.
Duration Type The unit of the Estimated Duration: Minutes or Hours.
Estimated Duration The estimated length of the work. The estimated duration is in
minutes or hours based on the value selected in the Duration Type
field.
Exact Appointments If selected, service appointment time slots reflect the time needed
for the work rather than a time window in which the work occurs.
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Salesforce Field Service Work Type Fields for Field Service
Field Name Description
This setting is useful, for example, for work types such as office or showroom visits that have an
exact start time.
Minimum Crew Size The minimum crew size allowed for a crew assigned to records using the work type.
If you’re not using the Field Service managed package, this field serves as a suggestion rather
than a rule. If you are using the managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether it fits a record’s minimum
crew size requirement.
Note: This field is hidden for all users by default. To use it, update its field-level security
settings and add it to your work type page layouts.
Name The name of the work type. Try to use a name that helps users quickly understand the type of
work orders that can be created from the work type. For example, “Annual Refrigerator
Maintenance” or “Valve Replacement.”
Recommended Crew Size The recommended number of people on the service crew assigned to the record using this
work type.
Note: This field is hidden for all users by default. To use it, update its field-level security
settings and add it to your work type page layouts.
Service Report Template The service report template associated with the work type.
If you choose not to specify a service report template on a work order, it uses the service report
template listed on its work type. If the work type doesn’t list a template or no work type is
specified, the work order uses the default service report template. The same is true for work
order line items.
SEE ALSO:
Create Work Types for Field Service
Guidelines for Creating Work Types for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
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Salesforce Field Service Manage Assets in Field Service
Manage Assets in Field Service
Use Field Service to track, maintain, and optimize assets.
EDITIONS
Associate an Asset with Its Related Contacts Available in: both Salesforce
Create Asset Contact Participant records to track all the contact associated with an asset in the Classic (not available in all
asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the orgs) and Lightning
finance manager who facilitated its sale, and with the sales executive who sold it. An asset can Experience
have multiple contact participants. The Field Service core
Associate an Asset with Its Related Accounts features, managed
Create Asset Account Participant records to track all the accounts associated with an asset in package, and mobile app
are available in Enterprise,
the asset’s lifecycle. For example, an asset can be related with the supplier who supplied you
Unlimited, and Developer
the asset and the customer who bought the asset. An asset can have multiple account
Editions.
participants.
Record Product Warranties in Field Service
Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you provide to rectify issues with
products you sell or install.
Manage Field Service Asset Attributes
Improve asset management and help mobile workers efficiently repair and maintain assets by defining and monitoring asset attributes
that represent asset health and performance. Then, define threshold monitoring based on recordset filter criteria and track threshold
compliance for multiple asset attributes.
Track Availability and Reliability in Field Service
Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation.
Integrate Field Service Assets with MuleSoft
Connect, automate, and secure assets across any systems with MuleSoft.
Asset Health Score
The Asset Health Score indicates the overall condition and performance of an asset.
Associate an Asset with Its Related Contacts
Create Asset Contact Participant records to track all the contact associated with an asset in the
EDITIONS
asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the finance
manager who facilitated its sale, and with the sales executive who sold it. An asset can have multiple Available in: Enterprise,
contact participants. Unlimited, and Developer
The admin can add picklist values for the Stakeholder Role field on the Asset Account Participant Editions
object in Object Manager.
1. From the App Launcher, find and select Asset Contact Participants.
2. Click New.
3. Enter a name for the participant.
4. Search for and select the contact to be linked with the asset.
5. For Stakeholder Role, select the role of the contact linked with the asset, such as technician, owner, or finance manager.
6. Search for and select an asset.
732
Salesforce Field Service Associate an Asset with Its Related Accounts
7. Select Active.
8. Select a start date and effective end date for the association between the asset and the account.
9. For Usage Type, select Field Service Lightning.
10. Save your changes.
Associate an Asset with Its Related Accounts
Create Asset Account Participant records to track all the accounts associated with an asset in the
EDITIONS
asset’s lifecycle. For example, an asset can be related with the supplier who supplied you the asset
and the customer who bought the asset. An asset can have multiple account participants. Available in: Enterprise,
The admin can add picklist values for the Stakeholder Role field on the Asset Account Participant Unlimited, and Developer
object in Object Manager. Editions
1. From the App Launcher, find and select Asset Account Participants.
2. Click New.
3. Enter a name for the participant.
4. Search for and select the account to be linked with the asset.
5. For Stakeholder Role, select the role of the account linked with the asset, such as financier, customer, or sales dealer.
6. Search for and select an asset.
7. Select Active.
8. Select a start date and end date for the association between the asset and the account.
9. For Usage Type, select Field Service Lightning.
10. Save your changes.
Record Product Warranties in Field Service
Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you
EDITIONS
provide to rectify issues with products you sell or install.
To create a standard warranty, assign warranty terms to a product or product family. Then, when Available in: both Salesforce
you sell or install a product, record details of additional or extended warranties along with exclusions Classic (not available in all
and void terms. orgs) and Lightning
Experience
Setting up warranty information involves these steps:
• Create warranty terms. The Field Service core
features, managed
• Assign warranty terms to a product or product family. package, and mobile app
• Create an asset and (if your admin hasn’t set up automation) add the standard warranty terms are available in Enterprise,
for the product. Unlimited, and Developer
• Enter additional or extended warranty terms for the asset. Editions.
Create Warranty Terms
1. Navigate to Warranty Terms, and click New.
2. Enter the details of the warranty term.
3. Save the record.
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Salesforce Field Service Manage Field Service Asset Attributes
Assign Warranty Terms to a Product
1. Navigate to the Product, and from the Warranty Terms related list, click New.
2. Search for a warranty term.
3. Choose whether this warranty term applies to the product or product family.
4. Save the record.
Enter Additional or Extended Warranty Terms for an Asset
When an asset is created, it picks up the standard warranty terms for the product. You can then modify these terms or add new ones.
1. Navigate to the Asset, and from the Asset Warranties related list, click New.
2. Search for a warranty term or enter details of the warranty term.
3. Save the record.
SEE ALSO:
Organize Products with Product Families
Set Up for Product Warranties in Field Service
Manage Field Service Asset Attributes
Improve asset management and help mobile workers efficiently repair and maintain assets by
EDITIONS
defining and monitoring asset attributes that represent asset health and performance. Then, define
threshold monitoring based on recordset filter criteria and track threshold compliance for multiple Available in: both Salesforce
asset attributes. Classic (not available in all
Watch the video to see how to use asset attributes to track asset health and performance. orgs) and Lightning
Experience
Watch a video
The Field Service core
With Field Service asset attributes, product and asset managers can measure, track, and monitor features, managed
the health and performance of assets. Use asset attributes to track and analyze large numbers of package, and mobile app
attributes for products or assets. An asset can have multiple attributes that represent an asset’s are available in Enterprise,
health and performance. Unlimited, and Developer
Editions.
Asset attributes help mobile workers better understand the condition of assets and let them repair
and maintain those assets in the field more efficiently. They also enable asset managers to shift to
proactive, and ultimately predictive, service models that promote higher equipment uptime and compliance.
Use custom fields to characterize all assets that share characteristics. They can track slower-changing aspects of health, such as software
version, or real-time performance values, such as temperature and pressure. Asset attributes can vary by product and asset and track
faster changes.
Each asset attribute has a definition and a value. The definition describes the value and determines its data type. Attribute values appear
in the Asset Attributes related list on the asset record.
After defining asset attributes, create thresholds that are based on attributes to monitor your asset’s health and performance. For example,
define a threshold based on engine temperature or engine pressure and then track the engine for faults. With thresholds, you can see
when and where issues occur and take action to prevent or address them.
Set Up Asset Attributes
Configure your Asset Attributes settings and enable user permissions.
734
Salesforce Field Service Manage Field Service Asset Attributes
Create Attribute Definitions
Define the value and data type of an attribute definition before you add it to an asset attribute.
Create Asset Attributes
Create an asset attribute by associating it with an attribute definition on the asset record.
Manage Threshold Monitoring for Field Service Asset Attributes
Set up monitoring based on recordset filter criteria defined for asset fields and asset attributes. Recordset Filter Criteria Monitoring
uses the thresholds defined by recordset filter criteria for the fields and attributes to determine whether they’re within the defined
thresholds.
Asset Attributes Limitations and Considerations
Before you set up Asset Attributes, review its limitations and considerations.
Set Up Asset Attributes
USER PERMISSIONS EDITIONS
To configure Asset Attributes: Customize Application Available in: both Salesforce
Classic (not available in all
To enable permissions: Manage Profiles and Permission Sets
orgs) and Lightning
To customize related lists: Customize Application Experience
To create and manage restriction rules: Manage Sharing The Field Service core
features, managed
To view restriction rules: View Setup & Configuration AND View package, and mobile app
Restriction and Scoping Rules are available in Enterprise,
Unlimited, and Developer
Editions.
Configure your Asset Attributes settings and enable user permissions.
Before you create and manage asset attributes, make sure that you complete these tasks.
1. Enable user permissions for attribute definitions and units of measure.
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
b. Select the relevant profile, and then click Edit.
c. In Tab Settings, select Default On for Attribute Definitions and Units of Measure.
d. In Standard Object Permissions, enable basic access permissions for Attribute Definitions and Units of Measure.
2. Add picklist values for units of measure.
a. From the object management settings for units of measure, go to Fields and Relationships.
b. Select Type and add picklist values (for example Imperial or Metric).
3. (Optional) Customize the fields to appear in the Asset Attributes related list. In the page layout of the Asset object, select the fields
to show.
735
Salesforce Field Service Manage Field Service Asset Attributes
4. (Optional) Create restriction rules for asset attributes when sharing asset records. The rules prevent sharing confidential asset attributes
along with the asset record. From the object management settings for asset attributes, go to Restriction Rules and click Create New
Rule.
SEE ALSO:
Find Object Management Settings
Customize Related Lists
Create a Restriction Rule
Restriction Rule Considerations
Create Attribute Definitions
Define the value and data type of an attribute definition before you add it to an asset attribute.
EDITIONS
1. From the App Launcher, find and select Attribute Definitions.
Available in: both Salesforce
2. Click New and enter a name, a label, and a developer name.
Classic (not available in all
3. Select the data type. If you select the picklist data type, select an attribute picklist. If you select orgs) and Lightning
the number data type, select a unit of measure. Experience
4. To show the associated asset attributes in the asset record’s related list, select Active. The Field Service core
5. Set a default value for asset attributes that use this attribute definition. features, managed
package, and mobile app
6. If values for asset attributes using this attribute definition are required, select Required.
are available in Enterprise,
7. Enter a description and a source system ID. Unlimited, and Developer
8. Save the attribute definition. After you add asset attributes to an attribute definition, you can’t Editions.
change the data type or the picklist for a picklist data type.
USER PERMISSIONS
To create attribute
definitions:
• Create on Attribute
Definition
To view attribute definitions:
• Read on Attribute
Definition
To edit attribute definitions:
• Update on Attribute
Definition
To delete asset attributes:
• Delete on Attribute
Definition
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Salesforce Field Service Manage Field Service Asset Attributes
Create Asset Attributes
Create an asset attribute by associating it with an attribute definition on the asset record.
EDITIONS
Create asset attributes only for active attribute definitions. If an attribute definition is deactivated,
all asset attributes associated with it become unavailable. Available in: both Salesforce
Classic (not available in all
1. From the App Launcher, find and select Assets.
orgs) and Lightning
2. Click the relevant asset record and open the Related tab. Experience
3. Click New. The Field Service core
4. Select an attribute definition. Only active attribute definitions are shown. features, managed
package, and mobile app
5. Enter a value for the asset attribute. The asset attribute value is required if designated as Required
are available in Enterprise,
in the attribute definition you selected. Otherwise, if you don’t enter a value, the attribute
Unlimited, and Developer
definition’s default value is used. If the attribute definition is of type picklist, the Display Value Editions.
field of Attribute Picklist Value is used when displaying picklist values.
6. Save the asset attribute.
USER PERMISSIONS
To create asset attributes:
• Create on Asset
To view asset attributes:
• View on Asset
To edit asset attributes:
• Edit on Asset
To delete asset attributes:
• Delete on Asset
Manage Threshold Monitoring for Field Service Asset Attributes
Set up monitoring based on recordset filter criteria defined for asset fields and asset attributes.
EDITIONS
Recordset Filter Criteria Monitoring uses the thresholds defined by recordset filter criteria for the
fields and attributes to determine whether they’re within the defined thresholds. Available in: both Salesforce
Classic (not available in all
Recordset Filter Criteria Monitoring and Thresholds orgs) and Lightning
An asset manager can define recordset filter criteria monitors that monitor an asset by Experience
considering one or more asset fields and asset attributes filtered by recordset filter criteria. The Field Service core
Set Up Threshold Monitoring features, managed
Add the Threshold Monitoring Lightning web component to the asset record page. package, and mobile app
are available in Enterprise,
Create Recordset Filter Criteria for Asset Fields and Attributes Unlimited, and Developer
Create recordset filter criteria based on asset fields or asset attributes. Then, add the recordset Editions.
filter criteria to a recordset filter criteria monitor to monitor threshold compliance.
Create Thresholds
After creating the recordset filter criteria, add it to a recordset filter criteria monitor to monitor the threshold compliance of an asset’s
fields and attributes.
737
Salesforce Field Service Manage Field Service Asset Attributes
Recordset Filter Criteria Monitoring and Thresholds
An asset manager can define recordset filter criteria monitors that monitor an asset by considering
EDITIONS
one or more asset fields and asset attributes filtered by recordset filter criteria.
The recordset filter criteria monitor uses thresholds for the fields and attributes to determine whether Available in: both Salesforce
the values comply with the filter definitions. You can, for example, define a threshold based on Classic (not available in all
attributes such as engine temperature, engine pressure, engine oil level, engine air influx, and RPM. orgs) and Lightning
You can then monitor the engine for faults by monitoring these attributes. Experience
The Field Service core
Example: Air Conditioning Unit (HVAC) features, managed
package, and mobile app
Attribute Definition Data Type Unit of Measure are available in Enterprise,
Unlimited, and Developer
Relative Humidity Number % Editions.
Temperature Number Degrees F
Air Direction Picklist Picklist values: up, down, right,
left
The asset’s Attributes tab shows a card for each threshold defined for the asset. The cards show the compliance status of a threshold
depending on whether it meets the recordset filter criteria conditions. If a recordset filter criteria condition is invalid, an Undetermined
compliance status is shown on the threshold card.
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Salesforce Field Service Manage Field Service Asset Attributes
Set Up Threshold Monitoring
Add the Threshold Monitoring Lightning web component to the asset record page.
EDITIONS
1. From the object management settings for assets, go to Lightning Record Pages.
Available in: both Salesforce
2. Select the relevant Lightning record page, and then click Edit.
Classic (not available in all
3. In Lightning App Builder, create a custom tab and name it Attributes. orgs) and Lightning
4. Drag the Threshold Monitoring component onto the canvas. Experience
5. Save your work and activate the Lightning record page. The Field Service core
features, managed
package, and mobile app
SEE ALSO:
are available in Enterprise,
Find Object Management Settings Unlimited, and Developer
Create and Configure Lightning Experience Record Pages Editions.
Add and Customize Tabs on Lightning Pages Using the Lightning App Builder
Activate Lightning Experience Record Pages USER PERMISSIONS
To edit Lightning pages in
the Lightning App Builder:
• Customize Application
Create Recordset Filter Criteria for Asset Fields and Attributes
Create recordset filter criteria based on asset fields or asset attributes. Then, add the recordset filter
EDITIONS
criteria to a recordset filter criteria monitor to monitor threshold compliance.
1. From the App Launcher, find and select Recordset Filter Criteria. Available in: both Salesforce
Classic (not available in all
2. Click New and enter a name and a description for the recordset filter criteria.
orgs) and Lightning
3. For Source Object, select Recordset Filter Criteria Monitor. Experience
4. For Filtered Object, select Asset. The Field Service core
5. In the Conditions section, select the relevant option for when the recordset filter criteria is valid. features, managed
package, and mobile app
6. Add filter conditions.
are available in Enterprise,
7. Save the recordset filter criteria. Unlimited, and Developer
After you create a recordset filter criteria, recordset filter criteria rules for each asset field or asset Editions.
attribute used in the recordset filter criteria are created for you.
USER PERMISSIONS
SEE ALSO:
To view, create, and update
Guidelines for Recordset Filter Criteria recordset filter criteria:
Recordset Filter Criteria Fields • View, create, and edit on
Asset, Recordset Filter
Criteria, and Recordset
Filter Criteria Rule AND
View on Attribute
Definition AND Delete on
Recordset Filter Criteria
Rule
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Salesforce Field Service Manage Field Service Asset Attributes
Create Thresholds
After creating the recordset filter criteria, add it to a recordset filter criteria monitor to monitor the
EDITIONS
threshold compliance of an asset’s fields and attributes.
1. From the App Launcher, find and select Assets. Available in: both Salesforce
Classic (not available in all
2. Click the relevant asset record and open the Attributes tab. If you don’t see the Attributes tab,
orgs) and Lightning
refresh the page.
Experience
3. Click New Threshold and enter a name and a description for the recordset filter criteria monitor.
The Field Service core
4. Select a recordset filter criteria defined for the asset. features, managed
5. Save the recordset filter criteria monitor. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
USER PERMISSIONS
To create, view, edit, or
delete a recordset filter
criteria monitor:
• Create, Read, Update, or
Delete on Recordset
Filter Criteria
Asset Attributes Limitations and Considerations
Before you set up Asset Attributes, review its limitations and considerations.
EDITIONS
Limitations Available in: both Salesforce
Classic (not available in all
• Asset Attributes is limited to 25 attributes per asset. orgs) and Lightning
To prevent data inaccuracies in work orders created from usage-based maintenance plans, limit Experience
the number of attributes to 10 per asset.
The Field Service core
• Bulk inserts or updates of asset attributes are limited to 2,000 in one API operation. features, managed
package, and mobile app
• Asset threshold monitoring display is limited to 50 threshold cards.
are available in Enterprise,
• Asset threshold monitoring uses platform events, which together are limited to 2,000 concurrent Unlimited, and Developer
users viewing real-time threshold updates on the asset’s record page. These platform events Editions.
don’t impact your Salesforce org’s platform event limitation.
• If a recordset filter criteria’s custom logic condition is empty and a recordset filter criteria monitor
is created for this recordset filter criteria with Asset, deleting the recordset filter criteria rule doesn’t perform recordset filter criteria
evaluation or update the threshold card data.
• When adding a recordset filter criteria rule via API, you must manually add the custom logic.
• When creating or updating a recordset filter criteria with a custom logic condition, you must open and close parentheses in the
expression as needed. If the parentheses are missing, the recordset filter criteria evaluation fails, and the threshold field in the card
isn’t updated.
• For the number, price, and currency data type of fields and number data type of attributes, you must explicitly add the value zero
to the recordset filter criteria custom logic when fields or attributes in the asset have an empty value.
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Salesforce Field Service Track Availability and Reliability in Field Service
• Real-time updates on formula fields aren’t supported.
• Real-time updates aren’t reflected on the threshold cards in these cases.
– When you add or delete a recordset filter criteria monitor that’s associated with an asset.
– When you update the label of an asset attribute or asset field that’s associated with a recordset filter criteria.
– When you update the user permissions of asset attributes.
– When you create a custom field for an asset and use it to monitor that asset.
• If you delete an asset attribute, you can’t undo this action.
Considerations
• These setup options in Object Manager for asset attributes aren’t supported.
– Validation rules
– Record types
– History tracking
– Buttons, links, and actions
• For custom objects that have related attribute definitions, add the Datatype field to the Attribute Definition related list to show the
Default Value field correctly on the related list.
• The Threshold card is presented only to users with Edit permissions on Asset.
• The Delete action appears in the threshold card and in the Asset Attribute related list even if the user doesn’t have Delete permissions.
An error message is shown if the user tries to delete.
Track Availability and Reliability in Field Service
Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation.
EDITIONS
1. On the asset, enter the Average Uptime Per Day, Uptime Record Start Date, and Uptime Record
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
End Date. package, and mobile app
Average Uptime Per Day records the number of hours the asset is expected to be available on are available in Enterprise,
average every day. For example, the public elevators in a retail store that is open from 8 AM to Unlimited, and Developer
8 PM Monday through Saturday. The Average Uptime Per Day is calculated as 12 hours for 6 Editions.
days divided by 7 days in the week, for 10.28 hours.
2. Use the Asset Downtime Periods related list to Record Asset Downtime in Field Service on page 743.
Note: After updating Asset Downtime Periods, reload the Asset record to see the updated cumulative downtime, cumulative
unplanned downtime, availability, and reliability.
About the calculations:
Note: Availability and reliability are calculated when an uptime record start date is provided. When no uptime record start date
is provided we don't calculate availability or reliability, and both fields are blank.
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Salesforce Field Service Track Availability and Reliability in Field Service
Availability and reliability values are calculated as the ratio between expected uptime and actual uptime allowing for:
• planned and unplanned downtime (in calculating availability), that is Availability = (expected uptime - accumulated planned and
unplanned downtime) / expected uptime
• unplanned downtime (in calculating reliability), that is Reliability = (expected uptime - accumulated unplanned downtime) / expected
uptime
Average Time to Repair and Average Time Between Failures are calculated as follows:
• Average Time Between Failures = (Uptime in days - unplanned downtime in days) * Average uptime per day / number of unplanned
downtime count
• Average Time to Repair = Unplanned downtime in hours / number of unplanned downtime count
Note: Average Time to Repair and Average Time Between Failures are calculated only when Uptime Record Start Date and
Unplanned Downtime Count information are provided. The “unplanned downtime count” is calculated on the asset and based
on the number of "AssetDowntimePeriod" records that are categorized as “Unplanned”. To calculate Average Time Between
Failures, the Uptime Record End Date must be provided as well.
Expected uptime is calculated as follows:
• If the uptime record end time is in the future or no uptime record end time is provided
– Uptime = the average uptime per day * number of days between the uptime record start time and now.
• Else
– Uptime = the average uptime per day * number of days between the uptime record start time and uptime record end time.
Planned and unplanned downtime are accumulated as follows:
• If the uptime record start time or uptime record end time change, the accumulated downtimes are recalculated based on the uptime
record start time and uptime record end time. If there’s no uptime record end time, all records after the uptime record start time are
accumulated, including records dated in the future.
• When a downtime record is added, updated, or deleted, the accumulated downtime is updated if the record’s downtime start or
end date falls between the uptime record start time and uptime record end time. If there is no uptime record end time, all records
after the uptime record start time are accumulated, including records dated in the future.
Note: If you record details of planned downtime, we recommended that you maintain the uptime record end time as a date
close to now. This ensures that the availability and reliability calculations exclude planned downtime information. If the uptime
record end time isn't set, and the accumulated planned downtime exceeds the accumulated uptime to date, the reliability and
availability statistics may be reported as negative.
The read only Outside Uptime Calculation Period checkbox indicates whether a record is excluded from the cumulative downtime
calculation.
Note: When reporting on asset downtime records, you can’t filter records using the Outside Uptime Calculation Period flag nor
can you include the flag in the report
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Salesforce Field Service Track Availability and Reliability in Field Service
Record Asset Downtime in Field Service
Use the Asset Downtime Periods related list to record details of planned and unplanned downtime.
Record Asset Downtime in Field Service
Use the Asset Downtime Periods related list to record details of planned and unplanned downtime.
EDITIONS
1. Open the asset record and the Related tab.
Available in: both Salesforce
2. Next to Asset Downtime Periods, click New.
Classic (not available in all
3. In Downtime Type, select Planned or orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Unplanned.
4. Enter the date and time for the start and end of the downtime.
5. Enter a description of the reason for the downtime.
6. Save your changes.
Note: Enter details for downtime that occurs during the hours when the asset is expected to be available. For example, a public
elevator in a retail store is expected to be available from 8 AM to 8 PM. In this example:
• Planned maintenance performed between 9 PM and 10 PM isn’t recorded as downtime.
• Unplanned maintenance performed between 7 AM and 9 AM is recorded as unplanned downtime from 8 AM to 9 AM.
• Unplanned maintenance performed between 1 PM and 11 AM the following day is recorded as two down time records:
– Unplanned downtime from 1 PM to 8 PM on the first day.
– Unplanned downtime from 8 AM to 11 AM on the second day.
If downtime outside the expected uptime is recorded, the reliability and availability figures are understated. In extreme cases, they
can be reported as negative.
Note: When an asset is shared, its asset downtime period records are also shared.
743
Salesforce Field Service Integrate Field Service Assets with MuleSoft
Integrate Field Service Assets with MuleSoft
Connect, automate, and secure assets across any systems with MuleSoft.
EDITIONS
What is Salesforce Field Service? Available in: Field Service
Einstein 1 Edition or as an
Salesforce Field Service (SFS) is a platform that helps businesses manage field service operations. add-on.
It's an extension of Salesforce Service Cloud that provides a centralized platform for managing
To purchase Field Service
service engagements, assigning tasks, and tracking performance. SFS also gives field service agents
Einstein 1 Edition or as an
access to customer data and AI-driven insights to help them solve issues quickly and effectively
add-on, contact your
on-site.
Salesforce account
executive.
What is Field Service Asset Management?
Field Service asset management involves the management of the physical assets of an organization throughout each asset's lifecycle.
In Salesforce Field Service, businesses can track and manage the coverage, health, maintenance, repair, and replacement of their customers'
assets. Some of the critical data required (ex. asset configuration) for the execution of these functions lives in systems outside of Salesforce.
Integrating the data with Salesforce Field Service is critical in maintaining, monitoring, and prolonging the lifespan of assets.
What is MuleSoft?
MuleSoft’s unified integration, automation, and API management platform, powered by Einstein 1, transforms all of your IT assets into
digital building blocks to deliver end-to-end, AI-powered experiences. Customers can connect, automate, and secure their data from
any system or model, using discoverable and reusable APIs to generate increased revenue and cost savings.
What is the Role of MuleSoft in Salesforce Field Service Asset Management?
To surface accurate data that field service organizations need to serve their customers effectively, integration with ERP is critical. MuleSoft
is included as part of Field Service E1E to ensure customers can perform bi-directional integration between SAP ERP and Salesforce.
What MuleSoft Capabilities and Capacity are Included?
This package includes (not comprehensive):
• 16 flows
• 1 million messages
• 3200-GB throughput
• SAP Connector (1 pre-prod, 1 prod)
Note: Mule capabilities included in this bundle are to be used only for the purposes of asset management integration between
SAP and Salesforce. Using MuleSoft allotted capabilities for other use cases violates Field Service E1E contractual terms.
Asset management includes the integration of these components:
• Systems: SAP, Salesforce
• Objects: Products, Assets, Asset Attributes, Locations, Warranties, Service Contracts, Entitlements, Return Orders
• Operations: Create, Update, Delete, Get
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Salesforce Field Service Asset Health Score
How Can I Monitor My MuleSoft Usage?
Understanding your usage allocation is important to the success of your integration. Salesforce provides tools to help you monitor usage
so that you can avoid exceeding these allocations, or purchasing overages when needed. Refer to MuleSoft documentation to learn
how to monitor your usage of MuleSoft.
Where Can I Get Additional Support?
For additional support, contact your Salesforce account representative, or visit Salesforce Help for more resources and assistance.
Asset Health Score
The Asset Health Score indicates the overall condition and performance of an asset.
Learn more about Asset Health Score.
Set Up Field Service Appointment Assistant
Appointment Assistant helps you keep track of your customers’ service experience from the moment
EDITIONS
they contact you to the moment your mobile worker arrives.
Watch the video to see how Appointment Assistant keeps track of your customers’ service experience. Available in: both Salesforce
Classic (not available in all
Watch a video orgs) and Lightning
Experience
Watch the video to see how to modify the Appointment Assistant labels to better suit your company’s
culture. The Field Service core
features, managed
Watch a video package, and mobile app
are available in Enterprise,
Unlimited, and Developer
What Is Ethical Use? Editions.
Salesforce’s Office of Ethical and Humane Use ensures that our technology is used to help, not harm, The Field Service
society and uphold the basic human rights of every human being. Its advisory council, composed Appointment Assistant
of executive employees, academics, ethicists, industry experts, and society leaders, created a managed package and
framework of Guiding Principles to guide processes for the ethical and humane use of Salesforce permission set license are
technology. required.
These are the principles.
• Human Rights: We work to ensure the direct us of our technologies uphold equal and inalienable protections.
• Privacy: We push the frontier of privacy best practice in our product design to enable customers to protect individuals’ data.
• Safety: We aim to protect humans from direct harm from the use of our technology.
• Honesty: We oppose the use of our technology to knowingly spread disinformation or conspiracy theories.
• Inclusion: We create opportunity through equal access to technology.
Salesforce Appointment Assistant was created with these guiding principles in mind. You can be sure safety considerations for your
mobile workers and your customers, along with privacy and data protections and accessible access, are built into the product.
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Salesforce Field Service Set Up Field Service Appointment Assistant
How Data Is Collected and Used
To learn how Salesforce protects and safely stores data that is gathered from the Field Service mobile app, see Field Service Mobile
Security.
Before You Begin with Field Service Appointment Assistant
Before you set up Appointment Assistant, follow these steps.
Set Up Field Service Appointment Assistant Real-Time Location
Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers
know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker
identification like name and photo to provide safety for workers and customers while respecting their privacy.
Set Up Field Service Appointment Assistant Self-Service Scheduling
Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service
Scheduling, you only need one license per org assigned to one user.
Set Up Field Service Appointment Assistant Contactless Signature
Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before
you start setting up Contactless Signature, make sure that you have a service report template and a digital signature.
Set Up Surveys for Field Service Appointment Assistant
Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t
integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback.
Integrate Pay Now with Field Service Appointment Assistant
Create a flow that easily enables your customers to pay for services through a provided link, eliminating the need to contact customer
services.
SEE ALSO:
Custom Labels
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Salesforce Field Service Before You Begin with Field Service Appointment Assistant
Before You Begin with Field Service Appointment Assistant
Before you set up Appointment Assistant, follow these steps.
EDITIONS
Install the Appointment Assistant Package Available in: both Salesforce
Install the latest versions of the packages. Classic (not available in all
orgs) and Lightning
Create an Experience Builder Site for Appointment Assistant Experience
To build a responsive web page for the Field Service Appointment Assistant components, first
create an Experience Builder site. The Field Service core
features, managed
Set Up Digital Engagement for Appointment Assistant package, and mobile app
Salesforce Digital Engagement, which is an optional purchase, works seamlessly with Field are available in Enterprise,
Service Appointment Assistant when sending SMS notifications and using messaging apps like Unlimited, and Developer
WhatsApp to update customers. However, you don’t need Digital Engagement to use Editions.
Appointment Assistant. Instead, you can send customer messages through other channels such
The Field Service
as email.
Appointment Assistant
managed package and
permission set license are
required.
Install the Appointment Assistant Package
Install the latest versions of the packages.
EDITIONS
To install the latest versions of the Salesforce Field Service Managed Package and Appointment
Assistant, see Field Service Package Installation Hub. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
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Salesforce Field Service Before You Begin with Field Service Appointment Assistant
Create an Experience Builder Site for Appointment Assistant
To build a responsive web page for the Field Service Appointment Assistant components, first create
EDITIONS
an Experience Builder site.
1. Enable Digital Experiences in your Salesforce org. Available in: both Salesforce
Classic (not available in all
2. From Setup, in the Quick Find box, enter Digital Experiences, and then select All
orgs) and Lightning
Sites.
Experience
3. Click New.
The Field Service core
4. Follow the instructions for setting up an Experience Cloud site. features, managed
package, and mobile app
Note: When selecting an Experience Cloud template, don’t use the Lightning Web
are available in Enterprise,
Runtime (LWR) templates.
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To create, customize, or
publish a site:
• Create and Set Up
Experience Sites AND
View Setup and
Configuration
Set Up Digital Engagement for Appointment Assistant
Salesforce Digital Engagement, which is an optional purchase, works seamlessly with Field Service
EDITIONS
Appointment Assistant when sending SMS notifications and using messaging apps like WhatsApp
to update customers. However, you don’t need Digital Engagement to use Appointment Assistant. Available in: both Salesforce
Instead, you can send customer messages through other channels such as email. Classic (not available in all
To use Digital Engagement, see Set Up Messaging Channels. orgs) and Lightning
Experience
Note: For information on the features included in the Digital Engagement subscription, see
our pricing docs. The Field Service core
features, managed
Unused conversations and triggered and bulk messages are forfeited at the subscription’s package, and mobile app
end date. To purchase additional conversations or triggered and bulk messages, contact your are available in Enterprise,
Salesforce representative. Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Set Up Field Service Appointment Assistant Real-Time Location
Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers
EDITIONS
with Messaging to let customers know their mobile worker is on the way. Admins set appointment
expirations to limit tracking of mobile workers and add worker identification like name and photo Available in: both Salesforce
to provide safety for workers and customers while respecting their privacy. Classic (not available in all
Watch the video to see how to give customers better insight into their mobile worker’s location orgs) and Lightning
while waiting for their appointments. Experience
Watch a video The Field Service core
features, managed
Appointment Assistant Real-Time Location gives customers temporary, live tracking of Salesforce package, and mobile app
Field Service mobile workers. are available in Enterprise,
Unlimited, and Developer
These are some of the benefits.
Editions.
• Customers get SMS notifications as the mobile worker approaches the job location, giving them
The Field Service
time to prepare for the service appointment.
Appointment Assistant
• Mobile workers know customers are expecting them, cutting down on no-shows and ensuring managed package and
customers are ready for their appointments. permission set license are
• Companies can deliver more proactive and personalized service to their customers. required.
• Customers, workers, and companies can trust that Appointment Assistant Real-Time Location
follows Salesforce’s Ethical Use Principles, which guide how we ensure the privacy and safety
of both mobile workers and customers.
Assign a Permission Set for Appointment Assistant Real-Time Location
You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant
Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when
they’re on their way to the appointment.
Configure Geolocation Settings for Appointment Assistant Real-Time Location
To give customers better insight into their mobile worker’s location while waiting for their appointments, make sure your geolocation
settings are set up.
Add Real-Time Location to Your Experience Builder Site
To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site.
Give Guest Users Site Access for Real-Time Location
Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user
record (one per site) and have the same access level.
Configure Field Service Settings for Real-Time Location
Allow worker tracking and customer messaging in your Field Service settings.
Create Message Templates for Real-Time Location
Create message templates for Field Service Appointment Assistant that let customers know when their mobile worker is on the way
and when the mobile worker is approaching the work site.
Create Flows to Send Messages for Real-Time Location
Streamline your messaging process for Field Service Appointment Assistant by setting up flows that use the messaging templates
that you created.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Add Real-Time Location to the Service Appointment Layout for Back-Office Users
Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins,
dispatchers, and agents see the same ETA, map view, and mobile worker’s details that your customers can see. The component is
displayed as the team member travels to the customer, until arrival.
SEE ALSO:
Trailhead: Real-Time Location in Appointment Assistant
Assign a Permission Set for Appointment Assistant Real-Time Location
You can use this permission set for the Field Service mobile workers and the Field Service admins.
EDITIONS
For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant
license to share their location with customers when they’re on their way to the appointment. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Classic (not available in all
orgs) and Lightning
2. Create a permission set.
Experience
a. Click New.
The Field Service core
b. For Label, enter the name of the permission set, for example, Appointment features, managed
Assistant. package, and mobile app
c. Click the API Name field to populate it. are available in Enterprise,
Unlimited, and Developer
d. For License, select Field Service Appointment Assistant. Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To create permission sets:
• Manage Profiles and
Permission Sets
The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account
executive for help.
3. Save the permission set.
4. Enable the permission set.
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. Open the Appointment Assistant permission set that you created.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
c. In System, click System Permissions.
d. Click Edit and enable the Field Service Appointment Assistant permission.
e. Save your changes.
5. Assign this permission set to each mobile worker.
Configure Geolocation Settings for Appointment Assistant Real-Time Location
To give customers better insight into their mobile worker’s location while waiting for their
EDITIONS
appointments, make sure your geolocation settings are set up.
Geolocation settings are used for additional purposes in the Field Service mobile app, so it’s likely Available in: both Salesforce
they’re set up. To verify setup, follow these steps. Classic (not available in all
orgs) and Lightning
1. Open Field Service Mobile Settings.
Experience
2. Make sure that the Collect service resource geolocation history option is enabled.
The Field Service core
3. Make sure that values are entered for the Geolocation Update Frequency in Minutes and features, managed
Geolocation Update Frequency in Minutes (Background Mode) settings. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To configure resource
tracking:
• Customize Application
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Note: Mobile worker locations are shared during travel to the customer until arrival. While the location is shared, geolocation
settings are overridden and get updated every 60 seconds.
SEE ALSO:
Track Service Resource Geolocation with the Field Service Mobile App
Add Real-Time Location to Your Experience Builder Site
To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site.
EDITIONS
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All
Sites. Available in: both Salesforce
Classic (not available in all
2. In the row for your site, click Builder.
orgs) and Lightning
3. From Experience Builder, click Components . Experience
4. From Custom Components, locate the Real-Time Location component. The Field Service core
5. Drag the component onto the site. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
If you can’t see the map in the Appointment Assistant component, add the
https://maps.a.forceusercontent.com URL to your trusted URLs with a CSP context of All. Select USER PERMISSIONS
the connect-src (scripts), frame-src (iframe content), and img-src (images) CSP directives. See
To add components to sites:
Manage Trusted URLs.
• Create and Set Up
Note: For the LWR Experience Cloud Site template, the map isn’t fully supported. Experience Sites AND
View Setup and
Configuration
Manage What Customers See About Field Service Mobile Workers
You can control how much information is shared about your mobile workers and their location.
Add Custom Icons to the Real-Time Location Component
Add your own icons to mark the team member’s and the customer’s locations on the map.
Set Up Masked Phone Calls for Real-Time Location
Using masked phone calls requires setting up Service Cloud Voice with Amazon Connect.
Let Customers Reschedule and Cancel Appointments in the Real-Time Location Component
Let your customers reschedule and cancel appointments even if the mobile worker is on the way to the appointment.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Manage What Customers See About Field Service Mobile Workers
You can control how much information is shared about your mobile workers and their location.
EDITIONS
1. To open the settings panel, click anywhere in the Real-Time Location component.
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To customize component
settings:
2. Select what information to show the customers. • Create and Set Up
Experience Sites AND
• Show time estimate—Information related to the appointment’s address, the appointment’s View Setup and
start and end times, and the estimated arrival time. Configuration
The appointment’s start and end times are taken from the ArrivalWindowStartTime and
ArrivalWindowEndTime fields.
The Estimated arrival time is calculated based on the mobile worker’s current location relative to the service appointment's
location. The estimated arrival time is available from 12 hours before the appointment and is refreshed every 5 minutes.
• Show map—A map with the mobile worker’s location and the service appointment location. The map is refreshed every 60
seconds.
• Show team member’s exact location—When selected, the team member’s exact location is shown. Otherwise, the worker’s
location is shown within a 500-meter radius.
• Show team member’s info—The mobile worker’s first name, the first initial of their last name, and their title.
• Show team member’s image—The mobile worker’s Chatter picture that’s saved in Salesforce.
• Show Call button—Give your customers a button for calling the team member directly. The phone number is from the Phone
field of the user that’s connected to the service resource. If the phone number isn’t populated, the Call button doesn’t appear.
• Let customers reschedule appointments and Let customers cancel appointments—Customers can reschedule and cancel
appointments even if the mobile worker is on the way to the appointment. See Let Customers Reschedule and Cancel
Appointments in the Real-Time Location Component.
If you use all the options, your customer sees something like this.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Add Custom Icons to the Real-Time Location Component
Add your own icons to mark the team member’s and the customer’s locations on the map.
EDITIONS
1. From Setup, in the Quick Find box, enter Custom Code, and then select Static Resources.
Available in: both Salesforce
2. Click New.
Classic (not available in all
3. Name the resource, and choose a file that contains the icon that you want to use for the team orgs) and Lightning
member’s location. Experience
4. For Cache Control, select Private. The Field Service core
5. Save your changes. features, managed
package, and mobile app
6. In the new static resource, click View File.
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To customize component
settings:
• Create and Set Up
Experience Sites AND
7. Copy the URL from the browser’s address bar. View Setup and
Configuration
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
8. In the Real-Time Location’s component settings, paste the URL into the URL for the Team Member’s Marker field.
9. Repeat this procedure for the customer’s location marker.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Set Up Masked Phone Calls for Real-Time Location
Using masked phone calls requires setting up Service Cloud Voice with Amazon Connect.
EDITIONS
1. Set up Service Cloud Voice with Amazon Connect.
Available in: both Salesforce
a. Turn on Service Cloud Voice.
Classic (not available in all
b. Confirm your tax registration number. orgs) and Lightning
c. Assign contact center permission sets. Experience
d. Create a Service Cloud Voice contact center. The Field Service core
features, managed
2. Set up the contact flow and the lambda function. package, and mobile app
a. From Setup, in the Quick Find box, enter Voice, and then select Amazon Contact Centers. are available in Enterprise,
Unlimited, and Developer
b. Open your contact center. Editions.
c. Make sure that your contact center is on version 9.0 or above. See Service Cloud Voice
The Appointment Assistant
Contact Center Updates.
managed package and
3. Create a phone number. permission set license are
required. You also need
a. Set up your contact center phone number in Amazon Connect. See Manage Your Contact Service Cloud Voice with the
Center in Amazon Connect. Amazon Connect license.
b. Connect the phone number to the flow: Sample SVC Field Service Phone Call Subflow.
c. Copy the Amazon Connect phone number, and paste it in the Amazon Connect Phone USER PERMISSIONS
Number field of the Real-Time Location component settings. Make sure the Show Call
button is also selected. To view the Amazon Setup
page:
• Customize Application
To turn on Service Cloud
Voice:
• Customize Application
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Let Customers Reschedule and Cancel Appointments in the Real-Time Location Component
Let your customers reschedule and cancel appointments even if the mobile worker is on the way
EDITIONS
to the appointment.
1. To open the settings panel, click anywhere in the Real-Time Location component. Available in: both Salesforce
Classic (not available in all
2. Select Let customers reschedule appointments and Let customers cancel appointments.
orgs) and Lightning
3. In URL for Self-Service Scheduling, enter the URL of the page where your self-service scheduling Experience
component is located.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To customize component
settings:
• Create and Set Up
Experience Sites AND
View Setup and
Configuration
To find this URL:
a. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
b. In the row of the required Experience site, click Builder.
c. In Experience Builder, click Settings .
d. Copy the URL from the Publish Status. Make sure that the specific page is included in the URL.
4. Enable the notification delivery channels.
a. From Setup, in the Quick Find box, enter Notification Builder, and then select Notification Delivery Settings.
b. From Custom Notification Types, edit Appointment Assistant Custom Notifications.
c. Select Salesforce Field Service for Android and Salesforce Field Service for iOS. If you can’t see these options, install the
connected apps.
5. Mobile workers are notified when appointments are rescheduled or canceled. If you want to disable the notifications, follow these
steps.
a. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
b. Open the Self-Service Scheduling Notifications flow.
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c. Click Deactivate.
SEE ALSO:
Downloading the Field Service Connected App
Give Guest Users Site Access for Real-Time Location
Guest users can view your Experience Builder site without logging in. All guest visitors to a public
EDITIONS
site share the same guest user record (one per site) and have the same access level.
1. In Experience Builder, click Settings . Available in: both Salesforce
Classic (not available in all
2. In Guest User Profile, click <Your Site Name> Profile.
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
3. From Profiles, click View Users and click the user’s name. To create, customize, or
publish a site:
4. From Permission Set Assignments, click Edit Assignments.
• Create and Set Up
5. Add Appointment Assistant Guest Permissions. Experience Sites AND
View Setup and
Note: For guest users, be sure to enable public access. Configuration
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Configure Field Service Settings for Real-Time Location
Allow worker tracking and customer messaging in your Field Service settings.
EDITIONS
1. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Settings. Available in: both Salesforce
Classic (not available in all
2. Scroll to the Appointment Assistant section.
orgs) and Lightning
3. In the Status field, select the service appointment status that generates the first platform event. Experience
For example, if the status is set to En Route, Appointment Assistant Real-Time Location sends
a notification to the customer that the mobile worker is on their way. The Field Service core
features, managed
Note: The customer can see the mobile worker’s location and information only when package, and mobile app
the appointment is in this status. are available in Enterprise,
Unlimited, and Developer
If you don’t use an En Route status, you can create it or use an existing status but only if its
Editions.
purpose is to indicate that a worker is en route.
To view and edit the Status Picklist Values: The Field Service
Appointment Assistant
a. From Setup, go to the Object Manager tab. permission set license must
b. Click Service Appointment. be assigned to mobile
workers.
c. In Fields & Relationships, click Status.
USER PERMISSIONS
To configure Appointment
Assistant settings:
• Field Service
Appointment Assistant
4. In the Site URL field, paste the URL of the Experience Builder site that contains the Appointment Assistant Real-Time Location
Lightning Web Component.
5. Enter a value for the Appointment Assistant Radius. This value generates the second platform event. For example, let’s say that the
radius is set to 2 miles. When the mobile worker is within 2 miles of the service appointment, Appointment Assistant Real-Time
Location sends a notification to the customer that the mobile worker is nearing the appointment location.
Note: You can use an online conversion tool to calculate your Radius Field value. For example, you could use the conversion
2,640 feet = 0.5 miles.
6. Enter a value for the Appointment Assistant Expiration. For example, if the expiration is set to 1 hour, the customer stops seeing the
mobile worker’s location and information 1 hour after the link was generated.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
7. Fill in the rest of the fields.
Note: Create a quick action on the Service Appointment object so that a mobile worker can easily mark En Route in the Field
Service mobile app. For Appointment Assistant Real-Time Location to work, the change of status must occur on the mobile app
and not on the server side. For example, flows and Lightning web components aren’t supported for this purpose. When the service
appointment status changes to En Route on the mobile app, the location status of the assigned service resource changes to
EnRoute.
Note: If you’re using Appointment Assistant Real-Time Location and Automatic Status Change, it’s recommended to enter a small
radius in the Automatic Status Change settings. A small radius ensures that Appointment Assistant’s Real-Time Location customers
can see the mobile worker’s location up until the worker’s close to the appointment. See Set Up Automatic Status Change.
SEE ALSO:
Create the Salesforce Action and Add It to an Object
Apply the Action to the Object’s Page Layout
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Create Message Templates for Real-Time Location
Create message templates for Field Service Appointment Assistant that let customers know when
EDITIONS
their mobile worker is on the way and when the mobile worker is approaching the work site.
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates. Available in: both Salesforce
Classic (not available in all
2. To create the En Route template, click New.
orgs) and Lightning
3. In the Information area, enter the template name, developer name, and the message that the Experience
customer receives.
The Field Service core
4. Add the URL placeholder to your message. The URL enables customers to navigate to the features, managed
Experience Builder site that you configured for appointment details and arrival information. package, and mobile app
a. For Related To, select one of the options. are available in Enterprise,
Unlimited, and Developer
b. For Field, select Appointment Assistant Info URL. Editions.
c. Click Insert. The URL placeholder is added to the message. For example, if you selected
The Field Service
Assigned Resource in the Related To list, the URL placeholder looks like this:
Appointment Assistant
{!AssignedResource.ApptAssistantInfoUrl}
managed package and
5. In the Channels area, select one or more channels. permission set license are
required.
6. Save your changes.
7. Repeat these steps to create another template that lets customers know when their mobile
USER PERMISSIONS
worker is approaching the work site. Just change the template name and the message that you
send to your customers. For example, change the message to “Your mobile worker is nearing To create message
the work site” or something similar. templates:
• Configure Messaging
SEE ALSO:
Set Up WhatsApp in Messaging
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
Create Flows to Send Messages for Real-Time Location
Streamline your messaging process for Field Service Appointment Assistant by setting up flows
EDITIONS
that use the messaging templates that you created.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. Available in: both Salesforce
Classic (not available in all
2. To Create the En Route flow, click New Flow.
orgs) and Lightning
3. Select Record-Triggered Flow, and click Create. Experience
4. In the Configure Start window: The Field Service core
a. In Object, enter Assigned Resource. features, managed
package, and mobile app
b. In Trigger the Flow When, select A record is updated.
are available in Enterprise,
c. In Condition Requirements, select All Conditions Are Met (AND). Unlimited, and Developer
d. For Field, enter LocationStatus. Editions.
e. For Operator, select Equals. Available only if Digital
Engagement is enabled.
f. For Value, enter EnRoute.
g. In When to Run the Flow for Updated Records, select Only when a record is updated to
USER PERMISSIONS
meet the condition requirements.
h. Click Done. To open, edit, or create a
flow in Flow Builder:
5. To add an element to the flow, click . • Manage Flow
6. Under Interaction, select Action.
7. In the Action field, enter Messaging Notification.
8. Fill in these fields:
• Label—A name you choose
• API Name—A name you choose
• Messaging Channel Unique Name—Developer name of your Messaging channel
• Messaging Template Unique Name—Developer name of the Messaging template that you created for En Route messages
• Context Record ID—The Assigned Resource ID
• Recipient Phone Number—The contact phone number used for sending the message
• Recipient Record ID—The contact Record ID
9. Turn on these options to include them.
• Context Record ID
• Recipient Phone Number
• Recipient Record ID
10. Click Done.
11. Save and activate the flow.
12. To create the Approaching Messages flow, repeat these steps with a few changes.
a. In step 4:
• In Condition Requirements, select All Conditions Are Met (AND).
• For Field, enter LocationStatus.
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Salesforce Field Service Set Up Field Service Appointment Assistant Real-Time Location
• For Operator, select Equals.
• For Value, enter LastMile.
b. In step 7:
• In Messaging Template Unique Name, enter the developer name of the Messaging template that you created for Approaching
messages.
• In Messaging Channel Unique Name, enter the developer name of your Approaching Messaging channel.
Note: To help troubleshoot flows, turn on flow debug logs.
Note: For an optimal customer experience, ensure that you use complete addresses.
Note: The limit for active flows per flow type is 2,000.
Add Real-Time Location to the Service Appointment Layout for Back-Office Users
Display the Appointment Assistant Real-Time Location component in the service appointment
EDITIONS
layout. This view lets your admins, dispatchers, and agents see the same ETA, map view, and mobile
worker’s details that your customers can see. The component is displayed as the team member Available in: both Salesforce
travels to the customer, until arrival. Classic (not available in all
1. Add the component to the service appointment layout. orgs) and Lightning
Experience
a. In Service Appointments, open one of the appointments.
b. Click the settings icon and select Edit Page. The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
c. In Lightning App Builder, drag the Real-Time Location component onto the layout. managed package and
permission set license are
Note: If you’re using an Experience site custom template, the component can appear
required.
too large and include a scroll bar. You can change the size of the component in the
service appointment layout to fix its appearance.
USER PERMISSIONS
d. Save your changes.
To configure layouts:
2. Allow the display of the component on the service appointment layout. • Customize Application
a. From Setup, in the Quick Find box, enter Digital Experiences, and then select
All Sites.
b. In the row for your site, click Builder.
c. In Experience Builder, click Settings .
d. Click Security & Privacy.
e. For Clickjack Protection Level, select Allow framing by any page.
f. Publish the Experience Builder site.
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3. If the component appears as a gray screen, modify the Clickjack protection level.
a. In Experience Builder, click and select Administration.
b. Click Pages.
c. Under Advanced Customization, click Go to Force.com.
d. From Site Detail, click Edit.
e. For Clickjack Protection Level, select Allow framing by any page (No protection).
f. Save your changes.
g. Publish the Experience Builder site again.
Set Up Field Service Appointment Assistant Self-Service Scheduling
Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their
EDITIONS
upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned
to one user. Available in: both Salesforce
Classic (not available in all
Before You Begin with Self-Service Scheduling orgs) and Lightning
Before you set up Appointment Assistant Self-Service Scheduling, follow these steps. Experience
Set Up Appointment Assistant Self-Service Scheduling for New Appointments The Field Service core
Let your customers book their own appointments. features, managed
package, and mobile app
Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments are available in Enterprise,
Let your customers confirm, reschedule, or cancel their upcoming appointments. Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
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Before You Begin with Self-Service Scheduling
Before you set up Appointment Assistant Self-Service Scheduling, follow these steps.
EDITIONS
Assign a Permission Set for Appointment Assistant Self-Service Scheduling Available in: both Salesforce
You can use this permission set for Field Service mobile workers and Field Service admins. For Classic (not available in all
Appointment Assistant Self-Service Scheduling, you need only one Appointment Assistant orgs) and Lightning
license per Salesforce org to book or reschedule appointments. Experience
Set Up the Experience Site for Self-Service Scheduling Authenticated Users The Field Service core
Contacts can view your Experience Site to book, reschedule, cancel, and confirm their features, managed
appointments after logging in. package, and mobile app
are available in Enterprise,
Set Up the Experience Site for Self-Service Scheduling Guest Users Unlimited, and Developer
Guest users can view your Experience Builder site without logging in. All guest visitors to a Editions.
public site share a guest user record, one per site, and have the same access level.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
Assign a Permission Set for Appointment Assistant Self-Service Scheduling
You can use this permission set for Field Service mobile workers and Field Service admins. For
EDITIONS
Appointment Assistant Self-Service Scheduling, you need only one Appointment Assistant license
per Salesforce org to book or reschedule appointments. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Classic (not available in all
orgs) and Lightning
2. Create a permission set.
Experience
a. Click New.
The Field Service core
b. For Label, enter the name of the permission set, for example, Appointment features, managed
Assistant. package, and mobile app
c. Click the API Name field to populate it. are available in Enterprise,
Unlimited, and Developer
d. For License, select Field Service Appointment Assistant. Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To create permission sets:
• Manage Profiles and
Permission Sets
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account
executive for help.
e. Save the permission set.
3. Enable the permission set.
a. Open the Appointment Assistant permission set that you created.
b. In System, click System Permissions.
c. Click Edit and enable the Field Service Appointment Assistant permission.
d. Save your changes.
4. Assign this permission set to one of the admin users.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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Set Up the Experience Site for Self-Service Scheduling Authenticated Users
Contacts can view your Experience Site to book, reschedule, cancel, and confirm their appointments
EDITIONS
after logging in.
1. From Setup, in the Quick Find box, enter Users, and then select Users. Available in: both Salesforce
Classic (not available in all
2. Select the contact user and add permissions.
orgs) and Lightning
a. In Permission Set License Assignments, enable the Field Service Standard permission. Experience
b. In Permission Set Assignments, add Field Service Self Service Permissions. The Field Service core
features, managed
3. From the user profile, enable the Apex classes.
package, and mobile app
a. Go to Enabled Apex Class Access, and click Edit. are available in Enterprise,
b. Add these Apex classes: Unlimited, and Developer
Editions.
The Field Service Standard
license is required.
USER PERMISSIONS
To create, customize, or
publish a site:
• Create and Set Up
Experience Sites AND
View Setup and
4. From the user profile, enable access to the flows. Configuration
a. Go to Enabled Flow Access, and click Edit.
b. Add your Self-Service Scheduling flows to the enabled flows.
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Set Up the Experience Site for Self-Service Scheduling Guest Users
Guest users can view your Experience Builder site without logging in. All guest visitors to a public
EDITIONS
site share a guest user record, one per site, and have the same access level.
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Available in: both Salesforce
Sites. Classic (not available in all
orgs) and Lightning
2. In the row for your site, click Builder.
Experience
3. In Experience Builder, click Settings .
The Field Service core
4. Enable public access. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service Guest User
license is required.
USER PERMISSIONS
To create, customize, or
publish a site:
• Create and Set Up
Experience Sites AND
View Setup and
Configuration
5. In Guest User Profile, click <Your Site Name> Profile.
6. From the guest user profile, add permissions.
a. Click View Users, and then click the user’s name.
b. In Permission Set License Assignments, click Edit Assignments, and enable Field Service Guest User. Then, save your changes.
c. In Permission Set Assignments, click Edit Assignments, and add Field Service Guest User Permissions to the enabled
permission sets. Then, save your changes.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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If Field Service Guest User Permissions doesn’t appear in the list, create a Field Service permission set for guest users.
7. From the guest user profile, enable the Apex classes.
a. Go to Enabled Apex Class Access, and click Edit.
b. Add these Apex classes:
Note: Make sure that the guest user has access to these objects.
• Assets: Read
• Contacts: Read
• Locations: Read
• Operating Hours: Read
• Recordset Filter Criteria: Read
• Service Appointments: Read, Create
• Service Crews: Read
• Service Resource Preferences: Read
• Service Resources: Read
• Service Territories: Read
• Service Territory Member: Read
• Shifts: Read
• Work Orders: Read, Create
• Work Type Groups: Read
• Work Types: Read
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Set Up Appointment Assistant Self-Service Scheduling for New Appointments
Let your customers book their own appointments.
EDITIONS
Create a Message Template for the Self-Service Scheduling Flow for New Appointments Available in: both Salesforce
Create a template for the message sent to customers with the verification code. Classic (not available in all
orgs) and Lightning
Set Up the Self-Service Scheduling Authentication Flow Experience
Determine the details of the authentication flow that is connected to the main flow that lets
your customers book new appointments. The Field Service core
features, managed
Set Up the Self-Service Scheduling Flow package, and mobile app
Configure the details of the main flow that lets your customers book new appointments. are available in Enterprise,
Enable Complex Work for New Appointments with Self-Service Scheduling Unlimited, and Developer
Editions.
If you’re using Enhanced Scheduling and Optimization, you can let users create appointments
with scheduling dependencies with Appointment Assistant Self-Service Scheduling. The Field Service
Appointment Assistant
managed package and
permission set license are
required.
Create a Message Template for the Self-Service Scheduling Flow for New Appointments
Create a template for the message sent to customers with the verification code.
EDITIONS
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
Available in: both Salesforce
2. Click New.
Classic (not available in all
3. In the Information area, enter the template name, developer name, and an optional description. orgs) and Lightning
4. In Insert Merge Field, create a custom field on the contact object or use an existing field. Experience
a. For Related To, select Contact. The Field Service core
features, managed
b. For Field, select a text custom field or an existing field to update with a random 6-digit
package, and mobile app
code.
are available in Enterprise,
c. Click Insert. Unlimited, and Developer
Editions.
5. Enter your message. Make sure to include the placeholder for the verification code. For example:
Available only if Digital
Your access code is: {!Contact.CustomField__c}. To book your appointment, we
Engagement is enabled.
must confirm that this is you. Enter the code to continue.
6. In the Channels area, select one or more channels.
USER PERMISSIONS
7. Save your changes.
To create a message
template:
• Configure Messaging
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Set Up the Self-Service Scheduling Authentication Flow
Determine the details of the authentication flow that is connected to the main flow that lets your
EDITIONS
customers book new appointments.
Watch the video to see how to determine the details of the authentication flow that is connected Available in: both Salesforce
to the main flow that lets your customers book new appointments. Classic (not available in all
orgs) and Lightning
Watch a video Experience
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. The Field Service core
features, managed
2. Open the Self-Service Scheduling Authentication template.
package, and mobile app
3. Click Save As and create your own version of the flow based on the template. are available in Enterprise,
4. To use the email channel for authentication: Unlimited, and Developer
Editions.
a. To modify the default text of the email, open the EmailSubject and EmailBody variables
and modify the text as needed. Available only if Digital
Engagement is enabled.
b. In the Get Records element, enter your organization-wide email address as the value of the
DisplayName field.
USER PERMISSIONS
To open, edit, or create a
flow in Flow Builder:
• Manage Flow
Note: To find the required email address, from Setup, in the Quick Find box, enter Email, and then select
Organization-Wide Addresses. If the address isn’t set up, see Organization-Wide Email Addresses.
5. To use the SMS channel for authentication, add the Update Records component.
a. To add an element to the flow, click .
b. Under Data, select Update Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. Under How to Find Records to Update and Set Their Values, select Specify conditions to identify records, and set fields
individually.
e. Under Update Records of This Object Type, for Object, select Contact.
f. To check if the user is new or an existing contact based on the mobile phone number that they entered, under Filter Contact
Records, enter the match criteria.
• For Condition Requirements, select All Conditions Are Met (AND).
• For Field, enter MobilePhone.
• For Operator, select Equals.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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• For Value, select MobilePhoneNumber.
g. Under Set Field Values for the Contact Records:
• For Field, select the same field that you used in the messaging template to hold the 6-digit code. See Create a Message
Template for the Self-Service Scheduling Flow for New Appointments.
• For Value, select AccessCode.
h. Click Done.
6. To enable sending an SMS, add the Messaging Notification action.
a. To add an element to the flow, click .
b. Under Interaction, select Action.
c. For Action, select Messaging Notification.
d. Enter a name for the label. API Name is populated based on the label name.
e. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
f. For Messaging Template Unique Name, enter the messaging template’s developer name.
g. Include the Context Record ID, and then select SMScontactID {!$SMScontactID}.
h. To send the code to the phone number that the user entered, include the Recipient Phone Number, and then select
MobilePhoneNumber {!$MobilePhoneNumber}.
i. Include the Recipient Record ID, and then select SMScontactID {!$SMScontactID}.
j. Click Done.
Note: We recommend not making any other changes to this flow.
7. Save and activate the flow.
8. Control the access to the flow.
a. From Flows, click the arrow next to your flow, and select Edit Access.
b. Select Override default behavior and restrict access to enabled profiles or permission sets.
c. Add the required profiles.
d. Save your changes.
9. From the guest user profile, enable access to the flows.
a. Go to Enabled Flow Access, and click Edit.
b. Add your Self-Service Scheduling flows to the enabled flows.
Note: To control user permissions to run flows, see How Does Flow Security Work?
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Set Up the Self-Service Scheduling Flow
Configure the details of the main flow that lets your customers book new appointments.
EDITIONS
Watch the video to see how to configure the details of the main flow that lets your customers book
new appointments. Available in: both Salesforce
Classic (not available in all
Watch a video orgs) and Lightning
Experience
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
2. Open the Self-Service Scheduling template. The Field Service core
features, managed
3. To create your own version of the flow based on the template, click Save As, and add the package, and mobile app
required details. are available in Enterprise,
4. Use the flow as is, or modify your version according to your needs. You can modify these settings. Unlimited, and Developer
Editions.
Note: Don’t modify fields marked as Locked.
The Field Service
• Authentication Channel component Appointment Assistant
managed package and
– Authenticate by Email and Authenticate by Mobile Phone: If you want to provide only
permission set license are
one authentication method, set one of these settings to false.
required.
– Authentication Flow: Enter the developer name of the Self-Service Scheduling
Authentication flow that you created. See Set Up the Self-Service Scheduling
Authentication Flow. USER PERMISSIONS
• Authentication component To open, edit, or create a
flow in Flow Builder:
– Minutes Until Resend is Available: Specify the number of minutes after customers open • Manage Flow
the web page when they can request another access code.
• Get Work Types component: Filter the work types presented to your customers.
• Get Operating Hours component: Enter the name of the required Operating Hours record.
• Get Scheduling Policy component: Enter the name of the Scheduling Policy record that defines the length of the appointment
slots.
• Work Types component
– Work Type Details: Enter the API name of the field that stores the work type details. The default is Description.
– Work Type Title: Enter the API name of the field that stores the work type title. The default is Name.
• Location component
Note: You can manage service appointment assignments to territories with polygons or by adding another screen to the
flow that includes the territory record.
– Show Current Location Button: Let customers set their geolocation when they tap Use My Current Location.
• Appointment Selection component
– Scheduling Horizon Units and Number of Scheduling Horizon Units: Shows customers a scheduling calendar based on your
specification of the number of days, weeks, or months. The slots available for selection range from the earliest start permitted
to the earliest end date. The end date is either the due date or the end of the scheduling horizon, whichever one is earlier.
– Show Exact Appointment Times: To show exact appointment times, enter true. To show arrival windows, enter false.
Make sure to enter the same value in the Summary component.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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– Service Territory ID: Leave blank if you use polygons or other automatic flows to assign service territories. If your Self-Service
Scheduling flow includes service territory selection, enter a service territory ID.
• Summary component
– Show Exact Appointment Times: To show exact appointment times, enter true. To show arrival windows, enter false.
Make sure to enter the same value in the Appointment Selection component.
– Work Order ID: The record ID that’s updated and scheduled. If the Auto-Create Service Appointment setting is selected, a
service appointment is created. If the setting is deselected, to create a service appointment for the work order, add a Create
Record action to the flow.
Note: A default page title is provided with the package for each Lightning web component. If you want to replace the default
with your own text, enter it in the Page Title field in each component.
5. Save and activate the flow.
6. Control the access to the flow.
a. From Flows, click the arrow next to your flow and select Edit Access.
b. Select Override default behavior and restrict access to enabled profiles or permission sets.
c. Add the required profiles.
d. Save your changes.
7. Add the flow to your Experience Builder site.
a. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
b. In the row for your site, click Builder.
c. In Experience Builder, click Components .
d. From Process Automation, drag the Flow component onto the site.
e. To open the settings panel, click anywhere in the component.
f. In Flow, select your Self-Service Scheduling flow.
Note: To eliminate the border that appears around the flow, in Theme, click the arrow in the top right and select Edit
CSS. In the Override CSS window, click Use Overrides. Then, in the Edit CSS window, enter this code:
.slds-p-horizontal—medium{
margin: 0;
padding: 0;
}
.comm-layout-column{
margin: 0 !important;
padding: 4px !important;
}
.forceCommunityFlowCommunity{
border: none !important;
}
g. Publish the site.
8. From the guest user profile, enable access to the flows.
a. Go to Enabled Flow Access, and click Edit.
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b. Add your Self-Service Scheduling flows to the enabled flows.
Note: To control user permissions to run flows, see How Does Flow Security Work?
SEE ALSO:
Customize Appointment Booking Settings
Enable Complex Work for New Appointments with Self-Service Scheduling
If you’re using Enhanced Scheduling and Optimization, you can let users create appointments with
EDITIONS
scheduling dependencies with Appointment Assistant Self-Service Scheduling.
Note: Appointment Assistant Self-Service Scheduling supports complex work only if you’re Available in: both Salesforce
using Enhanced Scheduling and Optimization. Classic (not available in all
orgs) and Lightning
Note: When using complex work, it’s possible that the Maximum days to get candidates Experience
or to book an appointment option in Field Service Settings can minimize the number of
The Field Service core
days that the user gets slots for. See Known Issue.
features, managed
1. Create a sharing rule to give guest users access to the required service appointments. package, and mobile app
To minimize what guest users can access, only share service appointments used for Appointment are available in Enterprise,
Assistant. Unlimited, and Developer
Editions.
a. From Setup, in the Quick Find box, enter Security, and then select Sharing Settings.
The Field Service
b. For manage sharing settings, select Service Appointments.
Appointment Assistant
c. Under Sharing Rules, click New. managed package and
d. For Rule Type, select Guest user access, based on criteria. permission set license are
required.
e. Enter the sharing criteria. For example, enter this criteria.
Field: Status
USER PERMISSIONS
Operator: not equal to
Value: Completed To create sharing rules:
• Customize Application
f. Select to include records owned by high-volume users.
g. Share the rule with <Your Site Name> Site Guest User.
h. Save the rule.
2. Create two Apex or flow triggers, one to create the dependent service appointment and the other to create the dependency junction
object.
Example: Follow these steps to create the Apex triggers.
For the dependent service appointment, enter this body text.
trigger aaCreateNewSA on ServiceAppointment (after insert) {
List<ServiceAppointment> newServiceAppointments = new List<ServiceAppointment>();
for (ServiceAppointment sa : Trigger.New) {
if (sa.WorkTypeId == '08qB0000000Ho3bIAC' && sa.ServiceNote != 'temporary for
complex work') {
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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// Clone the ServiceAppointment
ServiceAppointment clonedSA = sa.clone(false, true, false, false);
clonedSA.Id = null; // Ensure Id is null for the insert
clonedSA.ServiceNote = 'temporary for complex work';
clonedSA.FSL__GanttIcon__c = sa.Id;
newServiceAppointments.add(clonedSA);
}
}
if (newServiceAppointments.size() > 0) {
// Insert cloned ServiceAppointments
insert newServiceAppointments;
}
}
For the dependency junction object, enter this body text.
trigger aaCreateNewDependency on ServiceAppointment (after update) {
List<FSL__Time_Dependency__c> newTimeDependencies = new
List<FSL__Time_Dependency__c>();
for (ServiceAppointment sa : Trigger.New) {
FSL__Time_Dependency__c existingDependency = null;
try {
existingDependency = [SELECT Id
FROM FSL__Time_Dependency__c
WHERE FSL__Service_Appointment_1__c =: sa.Id
AND FSL__Service_Appointment_2__c =:
sa.FSL__GanttIcon__c];
} catch (Exception e) {
if (sa.WorkTypeId == '08q1Q000000koPqQAI' && sa.ServiceNote == 'temporary
for complex work') {
// Create FSL__Time_Dependency__c records to connect the original and
cloned ServiceAppointments
FSL__Time_Dependency__c timeDependency = new FSL__Time_Dependency__c(
FSL__Service_Appointment_1__c = sa.Id,
FSL__Service_Appointment_2__c = sa.FSL__GanttIcon__c,
FSL__Dependency__c = 'Start After Finish'
);
newTimeDependencies.add(timeDependency);
}
}
}
if (newTimeDependencies.size() > 0) {
// Insert FSL__Time_Dependency__c
insert newTimeDependencies;
}
Keep these considerations in mind when creating the triggers.
• To create the dependent service appointment, the first trigger must be triggered after the service appointment is created.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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• The second trigger must be triggered after the first one using a separate trigger. That can be done, for example, by triggering after
the service appointment is updated. When retrieving slots from the Appointment Selection LWC, the preexisting update event
triggers the Apex trigger. However, to trigger the Apex trigger before scheduling with the Summery LWC, an Update Record must
be added after the work order is created. You must also add a screen between the service appointment creation and the update.
This breaks up the transactions and enables implementing the sharing rule.
• To verify that the trigger creates only the dependent service appointment and the dependency when a user initiates the process in
Appointment Assistant, point the trigger at a specific value. For example, point the trigger at a specific work type or a value in a
dedicated field on the service appointment.
Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments
Let your customers confirm, reschedule, or cancel their upcoming appointments.
EDITIONS
(Optional) Add Notes to the Service Appointment Layout Available in: both Salesforce
To let your mobile workers see notes from customers, add the Service Notes field to the layout Classic (not available in all
for mobile workers. orgs) and Lightning
Experience
(Optional) Add a Service Appointment Status for Confirmed Appointments
Add a Confirmed status to the Service Appointment Status options. If you enter this status in The Field Service core
the Appointment Assistant Self-Service Scheduling settings, when the customers confirm their features, managed
appointments, the service appointment’s status changes accordingly. package, and mobile app
are available in Enterprise,
Configure Appointment Assistant Settings for Self-Service Scheduling Unlimited, and Developer
Make sure that the Appointment Assistant settings are configured. Editions.
Add Self-Service Scheduling to Your Experience Builder Site The Field Service
To enable Appointment Assistant Self-Service Scheduling, add it to your Experience Builder Appointment Assistant
site. managed package and
permission set license are
Enable Customers to Cancel Appointments with Self-Service Scheduling
required.
To enable customers to cancel their appointments in the Appointment Assistant Self-Service
Scheduling screen, you must disable the option for mentioning an assigned user when the
service appointment is dispatched.
Create a Message Template for the Self-Service Scheduling Authentication Flow for Existing Appointments
Create templates for messages that let customers open the Appointment Assistant Self-Service Scheduling page.
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Create Flows to Send Messages for Self-Service Scheduling
Streamline your messaging process by setting up flows that use the messaging templates that you created.
Enable Complex Work for Existing Appointments with Self-Service Scheduling
If you’re using Enhanced Scheduling and Optimization, you can let users reschedule appointments with scheduling dependencies
with Appointment Assistant Self-Service Scheduling.
(Optional) Add Notes to the Service Appointment Layout
To let your mobile workers see notes from customers, add the Service Notes field to the layout for
EDITIONS
mobile workers.
1. From Setup, go to the Object Manager tab. Available in: both Salesforce
Classic (not available in all
2. In the Quick Find box, enter Service Appointment, and then select Service
orgs) and Lightning
Appointment.
Experience
3. In Page Layouts, edit the layout used for the Field Service mobile workers.
The Field Service core
4. Add the Service Note field to the layout. features, managed
5. Save the layout. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To configure layouts:
• Customize Application
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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(Optional) Add a Service Appointment Status for Confirmed Appointments
Add a Confirmed status to the Service Appointment Status options. If you enter this status in the
EDITIONS
Appointment Assistant Self-Service Scheduling settings, when the customers confirm their
appointments, the service appointment’s status changes accordingly. Available in: both Salesforce
1. Add the new status. Classic (not available in all
orgs) and Lightning
a. From Setup, go to the Object Manager tab.
Experience
b. In the Quick Find box, enter Service Appointment, and then select Service
Appointment. The Field Service core
features, managed
c. Click Fields & Relationships. package, and mobile app
d. In the Quick Find box, enter Status, and then select Status. are available in Enterprise,
Unlimited, and Developer
e. In Status Picklist Values, click New. Editions.
f. Enter the details of the Confirmed status.
The Field Service
g. Save the new status. Appointment Assistant
managed package and
2. If your Salesforce org uses status transitions: permission set license are
a. From Field Service Admin, go to the Field Service Settings tab. required.
b. From Service Appointment Life Cycle, go to Status Transitions.
c. Add the flows for the Confirmed status. USER PERMISSIONS
To configure statuses:
• Customize Application
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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Configure Appointment Assistant Settings for Self-Service Scheduling
Make sure that the Appointment Assistant settings are configured.
EDITIONS
1. Check if Appointment Assistant is configured in your org.
Available in: both Salesforce
a. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Classic (not available in all
Settings.
orgs) and Lightning
b. If the Appointment Assistant section is filled in, you’re all set. Experience
2. If it isn’t configured, see Configure Field Service Settings for Real-Time Location. The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To configure the
Appointment Assistant
settings:
• Field Service
Appointment Assistant
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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Add Self-Service Scheduling to Your Experience Builder Site
To enable Appointment Assistant Self-Service Scheduling, add it to your Experience Builder site.
EDITIONS
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All
Sites. Available in: both Salesforce
Classic (not available in all
2. In the row for your site, click Builder.
orgs) and Lightning
3. From Experience Builder, click Components . Experience
4. From Custom Components, locate the Self-Service Scheduling component. The Field Service core
5. Drag the component onto the site. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
6. To open the settings panel, click anywhere in the Appointment Assistant Self-Service Scheduling
component. USER PERMISSIONS
7. In Operating Hours, select the record that defines the appointment slots. For example, in this
Operating Hours record, the company has 3-hour slots on Mondays and Wednesdays, and To add components to sites:
2-hour slots on Tuesdays, Thursdays, and Sundays. • Create and Set Up
Experience Sites AND
View Setup and
Configuration
8. In Statuses That Allow Rescheduling, enter statuses that aren’t pinned.
9. Fill in the remaining settings. Your selections are reflected in the preview of the component.
Note: The service appointment’s territory time determines the time zone. If the service appointment’s territory time is empty,
the end user’s time zone is used.
10. Publish the site.
SEE ALSO:
Customize Appointment Booking Settings
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Enable Customers to Cancel Appointments with Self-Service Scheduling
To enable customers to cancel their appointments in the Appointment Assistant Self-Service
EDITIONS
Scheduling screen, you must disable the option for mentioning an assigned user when the service
appointment is dispatched. Available in: both Salesforce
1. In Field Service Admin, open the Field Service Settings tab. Classic (not available in all
orgs) and Lightning
2. Under Dispatch, select Scheduled Jobs.
Experience
3. Disable the Mention assigned user when the Service Appointment is dispatched option.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
4. Save your changes.
required.
USER PERMISSIONS
To configure the
Appointment Assistant
settings:
• Field Service Admin
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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Create a Message Template for the Self-Service Scheduling Authentication Flow for Existing
Appointments
Create templates for messages that let customers open the Appointment Assistant Self-Service
EDITIONS
Scheduling page.
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates. Available in: both Salesforce
Classic (not available in all
2. To create the confirmation template, click New.
orgs) and Lightning
3. In the Information area, enter the template name, developer name, and the message that the Experience
customer receives.
The Field Service core
4. Add the URL placeholder to your message. The URL enables customers to navigate to the features, managed
Experience Builder site you configured. package, and mobile app
a. For Related To, select Service Appointment. are available in Enterprise,
Unlimited, and Developer
b. For Field, select Appointment Booking URL. Editions.
c. Click Insert. The URL placeholder is added to the message. For example, if you selected
Available only if Digital
Service Appointment in the Related To list, the URL placeholder looks like this:
Engagement is enabled.
{!ServiceAppointment.ApptBookingInfoUrl}
5. In the Channels area, select one or more channels. USER PERMISSIONS
6. Save your changes.
To create message
templates:
• Configure Messaging
Create Flows to Send Messages for Self-Service Scheduling
Streamline your messaging process by setting up flows that use the messaging templates that you
EDITIONS
created.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. Available in: both Salesforce
Classic (not available in all
2. Click New Flow.
orgs) and Lightning
3. Select Record-Triggered Flow, and then click Create. Experience
4. Set up the service appointment conditions that send the URL. For example, to send the URL The Field Service core
when a service appointment moves to the Scheduled status, in the Configure Start window: features, managed
a. In Object, enter Service Appointment. package, and mobile app
are available in Enterprise,
b. In Trigger the Flow When, select A record is updated.
Unlimited, and Developer
c. In Condition Requirements, select All Conditions Are Met (AND). Editions.
d. Set the Condition Requirements. Available only if Digital
• In Field, enter Status. Engagement is enabled.
• In Operator, select Equals.
• In Value, enter Scheduled. USER PERMISSIONS
e. In When to Run the Flow for Updated Records, select Only when a record is updated to To open, edit, or create a
meet the condition requirements. flow in Flow Builder:
• Manage Flow
f. To run the flow after the record is saved, select to optimize the flow for Actions and Related
Records.
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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g. Click Done.
5. Add new resources that connect between the community URL, Service Appointment ID, and URL expiration time.
a. From the Toolbox, click New Resource, and then create a variable for the URL input.
• In Resource Type, select Variable.
• Enter an API name.
• In Data Type, select Text.
• In Default Value, enter the link to the Experience Builder site, followed by these characters: /?guestToken=#{!$Record.Id}#[Time
in Hours]
Note: The [Time in Hours] indicates how long the URL is valid for from the time it’s generated.
Note: To make sure that the link to the Experience Builder site is accurate, copy it from the Experience Builder settings.
• In Availability Outside the Flow, select Available for input.
• Click Done.
b. Click New Resource again, and then create a variable for the URL output.
• In Resource Type, select Variable.
• Enter an API name.
• In Data Type, select Text.
• In Availability Outside the Flow, select Available for input and Available for output.
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• Click Done.
6. Add the Apex action.
a. To add an element to the flow, click .
b. Under Interaction, select Action.
c. In the Action field, enter FSAA.AARebookingGetURLcontroller.
d. Enter a name for the Label. The API Name is automatically populated accordingly.
e. In Set Input Values:
• Include the valueFromFlow option.
• Select the URL input variable that you created in step 5.
f. Under Advanced:
• Select Manually assign variables.
• In the output field, select the URL output variable that you created in step 5.
g. Click Done.
7. Add the Update Records component.
a. To add an element to the flow, click .
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Salesforce Field Service Set Up Field Service Appointment Assistant Self-Service
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b. Under Data, select Update Records.
c. Enter a name for the Label. The API Name is automatically populated accordingly.
d. Under Set Field Values for the Service Appointment Record:
• In Field, select ApptBookingInfoUrl.
• In Value, select the URL output variable that you created in step 5.
e. Click Done.
8. Add the Messaging Notification action.
a. To add an element to the flow, click .
b. Under Interaction, select Action.
c. In the Action field, enter Messaging Notification.
d. Enter a name for the Label. The API Name is automatically populated accordingly.
e. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
f. For Messaging Template Unique Name, enter the messaging channel’s developer name.
g. Include the Context Record ID option, and then select Record and Id {!$Record.Id}.
h. Include the Recipient Phone Number, and then select Record, Contact, and Mobile Phone {!$Record.Contact.MobilePhone}.
i. Include the Recipient Record ID, and then select Record, Contact, and Id {!$Record.Contact.Id}.
j. Click Done.
9. Save and activate the flow.
• To help troubleshoot flows, turn on flow debug logs.
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• For an optimal customer experience, use complete addresses.
• The limit for active flows per flow type is 2,000.
Enable Complex Work for Existing Appointments with Self-Service Scheduling
If you’re using Enhanced Scheduling and Optimization, you can let users reschedule appointments
EDITIONS
with scheduling dependencies with Appointment Assistant Self-Service Scheduling.
Note: Appointment Assistant Self-Service Scheduling supports complex work only if you’re Available in: both Salesforce
using Enhanced Scheduling and Optimization. Classic (not available in all
orgs) and Lightning
Note: When using complex work, it’s possible that the Maximum days to get candidates Experience
or to book an appointment option in Field Service Settings can minimize the number of
The Field Service core
days that the user gets slots for. See Known Issue.
features, managed
Give guest users access to the required service appointments. To minimize what guest users can package, and mobile app
access, only share service appointments used for Appointment Assistant. are available in Enterprise,
Unlimited, and Developer
1. From Setup, in the Quick Find box, enter Security, and then select Sharing Settings.
Editions.
2. For manage sharing settings, select Service Appointments.
The Field Service
3. Under Sharing Rules, click New. Appointment Assistant
4. For Rule Type, select Guest user access, based on criteria. managed package and
permission set license are
5. Enter the sharing criteria. For example, enter this criteria.
required.
a. For Field, select Status.
b. For Operator, select not equal to. USER PERMISSIONS
c. For Value, enter Completed.
To create a sharing rule:
6. Select to include records owned by high-volume users. • Customize Application
7. Share the rule with <Your Site Name> Site Guest User.
8. Save the rule.
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
Signature
Set Up Field Service Appointment Assistant Contactless Signature
Let your customers use their own device instead of the Field Service mobile worker’s device to
EDITIONS
digitally sign service reports. Before you start setting up Contactless Signature, make sure that you
have a service report template and a digital signature. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
This is a Field Service mobile app feature. Experience
The Field Service core
Create Permission Sets for Appointment Assistant Contactless Signature features, managed
You can use this permission set for the Field Service mobile workers and the Field Service admins. package, and mobile app
For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service are available in Enterprise,
Appointment Assistant permission set license to share the service report with the customer. Unlimited, and Developer
Configure Appointment Assistant Settings for Contactless Signature Editions.
Make sure that the Appointment Assistant settings are configured. The Field Service
Add Contactless Signature to Your Experience Builder Site Appointment Assistant
managed package and
To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site.
permission set license are
Create a Sharing Rule for Contactless Signature required.
Add a sharing rule to share service report records with the guest users.
Create a Message Template for Contactless Signature
Create a template for the message sent to customers for signing the service report.
Set Up Contactless Signature Flows
Create your own version of the flows based on the templates in the Appointment Assistant package.
Add a Quick Action for Contactless Signature
Create an action to send customers a link to the Contactless Signature page.
Expose the Document Recipient Object’s Status Field
The Document Recipient object’s Status field must be visible for the Contactless Signature flow.
SEE ALSO:
Create Service Report Templates
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
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Create Permission Sets for Appointment Assistant Contactless Signature
You can use this permission set for the Field Service mobile workers and the Field Service admins.
EDITIONS
For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service
Appointment Assistant permission set license to share the service report with the customer. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Classic (not available in all
orgs) and Lightning
2. Create the permission set.
Experience
a. Click New.
The Field Service core
b. For Label, enter the name of the permission set, for example, Appointment features, managed
Assistant. package, and mobile app
c. Click the API Name field to populate it. are available in Enterprise,
Unlimited, and Developer
d. For License, select Field Service Appointment Assistant. Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To create permission sets:
• Manage Profiles and
Permission Sets
The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account
executive for help.
e. Save the permission set.
3. Enable the permission set.
a. Open the Appointment Assistant permission set that you created.
b. In System, click System Permissions.
c. Click Edit, and enable the Field Service Appointment Assistant permission.
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
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d. Save your changes.
4. Assign the permission set to each mobile worker.
Configure Appointment Assistant Settings for Contactless Signature
Make sure that the Appointment Assistant settings are configured.
EDITIONS
1. Check if Appointment Assistant is configured in your org.
Available in: both Salesforce
a. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Classic (not available in all
Settings.
orgs) and Lightning
b. If the Appointment Assistant section is filled in, you’re all set. Experience
2. If it isn’t configured, see Configure Field Service Settings for Real-Time Location. The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To configure the
Appointment Assistant
settings:
• Field Service
Appointment Assistant
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
Signature
Add Contactless Signature to Your Experience Builder Site
To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site.
EDITIONS
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All
Sites. Available in: both Salesforce
Classic (not available in all
2. In the row for your site, click Builder.
orgs) and Lightning
3. Add the Contactless Signature component. Experience
a. From Experience Builder, click Components . The Field Service core
b. From Custom Components, locate the Contactless Signature component. features, managed
package, and mobile app
c. Drag the component onto the site.
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service Guest User
license is required.
USER PERMISSIONS
To add components to sites:
• Create and Set Up
Experience Sites AND
View Setup and
Configuration
d. To open the settings panel, click anywhere in the Contactless Signature component.
e. A default page title is provided. To use your own text, enter it in the Page Title field.
f. For Customer Confirmation Text, review the suggested text, and replace it as needed.
4. Enable guest user permissions.
a. From Experience Builder, click Settings .
b. Enable public access.
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c. In Guest User Profile, click <Your Site Name> Profile.
d. Grant read permission.
a. From Profile Detail, click Edit.
b. Under Standard Object Permissions, grant read permission for Document Recipients, Service Appointments, and Work Orders.
c. Save your changes.
e. Enable the Apex classes.
a. From Enabled Apex Class Access, click Edit.
b. Add these Apex classes: FSAA.TouchlessSignEncryptionService and
FSAA.TouchlessSignServiceReportHandler.
c. Save your changes.
f. Set field-level security.
a. Under Field-Level Security, click View next to Document Recipient.
b. Click Edit.
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
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c. Grant read access to the Status field.
d. Save your changes.
g. Grant permission set license assignments.
a. From Profiles, click View Users, and then click the user’s name.
b. From Permission Set License Assignments, click Edit Assignments.
c. Select Field Service Guest User.
d. Save your changes.
h. Grant permission set assignments.
a. From Permission Set Assignments, click Edit Assignments.
b. Add the Field Service Guest User Permissions permission set.
c. Save your changes.
5. Publish the site.
Create a Sharing Rule for Contactless Signature
Add a sharing rule to share service report records with the guest users.
EDITIONS
1. From Setup, in the Quick Find box, enter Security, and then select Sharing Settings.
Available in: both Salesforce
2. For manage sharing settings, select Document Recipients.
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
3. Under Sharing Rules, click New.
The Field Service
4. For Rule Type, select Guest user access, based on criteria.
Appointment Assistant
5. Enter the sharing criteria. managed package and
a. For Field, select Status. permission set license are
required.
b. For Operator, select not equal to.
c. For Value, enter Completed.
USER PERMISSIONS
6. Select to include records owned by high-volume users.
To create a sharing rule:
7. Share the rule with <Your Site Name> Site Guest User. • Customize Application
8. Save the rule.
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
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Create a Message Template for Contactless Signature
Create a template for the message sent to customers for signing the service report.
EDITIONS
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
Available in: both Salesforce
2. To create the template, click New Template.
Classic (not available in all
3. In the Information area, enter the template name, developer name, and the message that the orgs) and Lightning
customer receives. Experience
4. Add the URL placeholder to your message. The URL enables customers to navigate to the The Field Service core
Experience Builder site that you configured for service report details and signatures. features, managed
a. For Related To, select Document Recipient. package, and mobile app
are available in Enterprise,
b. For Field, select Digital Signature URL.
Unlimited, and Developer
c. Click Insert. Editions.
The URL placeholder looks like Available only if Digital
this:{!DocumentRecipient.DigitalSignatureUrl} Engagement is enabled.
5. In the Channels area, select one or more channels.
USER PERMISSIONS
6. Save your changes.
To create a message
template:
• Configure Messaging
Set Up Contactless Signature Flows
Create your own version of the flows based on the templates in the Appointment Assistant package.
EDITIONS
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
Available in: both Salesforce
2. To create your own copy of the Create Service Report and Document Recipient flow, open
Classic (not available in all
the flow, click Save As, and activate the flow.
orgs) and Lightning
3. Add your site’s URL to your Generate and send URL to Contact flow. Experience
a. In Experience Builder, click Settings The Field Service core
b. From Published Status, copy your site’s URL. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
Available only if Digital
Engagement is enabled.
USER PERMISSIONS
To open, edit, or create a
flow in Flow Builder:
• Manage Flow
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
Signature
c. Open the Generate and send URL to Contact flow.
d. In the flow, open the Get URL apex action.
e. In SiteURL, this URL appears: ?drId={!$Record.Id}&expiration=60&type=Default
Add your site’s URL at the beginning. For example:
https://example.force.com/ContactlessSignature/s?drId={!$Record.Id}&expiration=60&type=Default
You can leave the rest of the URL as is, or you can change these details.
• Expiration—60 is the number of minutes the URL is valid for from the time it’s generated. You can change this number
according to your needs.
• Type—Default is the signature type defined in your service report template. If you’re not using the default type of digital
signature, change the type to the one that’s used in your service report.
4. To use email, click Save As, and activate the Generate and send URL to Contact flow.
5. To use SMS, delete the Send URL action, and create a new action.
a. To add an element to the flow, click .
b. Under Interaction, select Action.
c. In the Action field, enter Messaging Notification.
d. Turn on these options to include them.
• Context Record ID
• Recipient Phone Number
• Recipient Record ID
e. Fill in these fields.
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Salesforce Field Service Set Up Field Service Appointment Assistant Contactless
Signature
• Label—A name you choose
• API Name—A name you choose
• Messaging Channel Unique Name—Developer name of your Contactless Signature messaging channel
• Messaging Template Unique Name—Developer name of the Messaging template that you created for Contactless Signature
messages
• Context Record ID—The Document Recipient ID
• Recipient Phone Number—The contact phone number used for sending the message. To populate this field, enter contact,
and select Contact from Get_Contact. Then select the required phone field. For example, if you select Mobile Phone, the
field looks like this: {!Get_Contact.MobilePhone}
• Recipient Record ID—The RecipientId from the DocumentRecipient record
f. Click Done.
g. Click Save As, and activate the Generate and send URL to Contact flow.
Add a Quick Action for Contactless Signature
Create an action to send customers a link to the Contactless Signature page.
EDITIONS
1. Create the action that shares the service report with the customer.
Available in: both Salesforce
a. From the Object Manager in Setup, choose the object that includes the contact information
Classic (not available in all
and the service report (Service Appointments, Work orders, or Work Order Line Items).
orgs) and Lightning
b. Click Buttons, Links, and Actions. Experience
c. Click New Action. The Field Service core
d. For Action Type, select Flow. features, managed
package, and mobile app
e. For Flow, select your copy of the Create Document Recipient and Service Report flow.
are available in Enterprise,
f. Fill in the rest of the fields, and save your changes. Unlimited, and Developer
Editions.
2. Add the action to the mobile layout.
The Field Service
a. From the Object Manager, click Page Layouts, and open the mobile layout.
Appointment Assistant
b. From the layout editor, select Mobile & Lightning Actions. managed package and
c. Drag your action into the Salesforce Mobile and Lightning Experience actions. permission set license are
required.
d. Save your changes.
USER PERMISSIONS
SEE ALSO:
To create quick actions and
Connect a Flow to the Field Service Mobile App add them to page layouts:
• Customize Application
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Salesforce Field Service Set Up Surveys for Field Service Appointment Assistant
Expose the Document Recipient Object’s Status Field
The Document Recipient object’s Status field must be visible for the Contactless Signature flow.
EDITIONS
1. From Setup, go to the Object Manager tab.
Available in: both Salesforce
2. In the Quick Find box, enter Document Recipient, and then select Document Recipient.
Classic (not available in all
3. Click Fields & Relationships, and then select Status. orgs) and Lightning
4. Click Set Field-Level Security, and make the field-level security visible for all profiles. Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
The Field Service
Appointment Assistant
managed package and
permission set license are
required.
USER PERMISSIONS
To customize field settings:
• Customize Application
Set Up Surveys for Field Service Appointment Assistant
Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys
EDITIONS
requires a license that isn’t integrated with the Appointment Assistant license. You can also choose
to integrate with GetFeedback. Available in: both Salesforce
Before you set up the flow for Salesforce Surveys, you must: Classic (not available in all
orgs) and Lightning
• Enable Salesforce Surveys.
Experience
• Grant permissions that allow your customers to access the survey. See Give Guest Users
Permission to Respond. The Field Service core
features, managed
• Create a Salesforce Survey that you can send to your customers. See Create a Survey.
package, and mobile app
• Add a custom field to the Service Appointment object as a placeholder for the link to the survey. are available in Enterprise,
To set up the flow to send Salesforce Surveys, complete these steps. Unlimited, and Developer
Editions.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
Available only if Digital
2. Click New Flow.
Engagement is enabled.
3. Select Record-Triggered Flow, and click Create.
4. In the Configure Start window: USER PERMISSIONS
a. In Object, enter Service Appointment.
To set up surveys:
b. In Trigger the Flow When, select A record is updated. • System Administrator
c. In Condition Requirements, select All Conditions Are Met (AND). profile
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Salesforce Field Service Set Up Surveys for Field Service Appointment Assistant
d. For Field, enter Status.
e. For Operator, select Equals.
f. For Value, enter Completed.
g. In When to Run the Flow for Updated Records, select Only when a record is updated to meet the condition requirements.
h. Click Done.
5. Create a resource for the Experience Site name.
a. From the Toolbox, click New Resource.
b. For Resource Type, select Variable.
c. For API name, enter SiteName.
d. For Data Type, select Text.
e. In Default Value, enter your Experience Site name.
f. Click Done.
6. Create a resource for the survey ID.
a. From the Toolbox, click New Resource.
b. For Resource Type, select Variable.
c. For API name, enter SurveyID.
d. For Data Type, select Text.
e. In Default Value, enter your survey record ID.
Note: To find your survey record ID, from the App Launcher, find and select Surveys, and click the name of your survey.
Then, copy the ID from the URL.
f. Click Done.
7. Get the Experience Site ID.
a. To add an element to the flow, click .
b. Under Data, select Get Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. For Object, select Network.
e. In Condition Requirements, select All Conditions Are Met (AND).
f. For Field, enter Name.
g. For Operator, select Equals.
h. For Value, enter the resource that you created for the Experience Site name.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Where to Store Values, select In separate variables.
k. For Field, select Id.
l. For Variable, click in the field and select New Resource.
• For Resource Type, select Variable.
• For API name, enter SiteID.
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Salesforce Field Service Set Up Surveys for Field Service Appointment Assistant
• For Data Type, select Text.
• Click Done.
m. Click Done.
8. Create and save the Survey Invitation object.
a. To add an element to the flow, click .
b. Under Data, select Create Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. For How to Set the Record Fields, select Use separate resources, and literal values.
e. For Object, select Survey Invitation.
f. Set the field values.
g. Select Manually assign variables.
h. For Variable, click in the field and select New Resource.
a. For Resource Type, select Variable.
b. For API name, enter SurveyInvitationID.
c. For Data Type, select Text.
d. Click Done.
i. Click Done.
9. Create and save the Survey Subject to link the survey to the service appointment record.
a. To add an element to the flow, click .
b. Under Data, select Create Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. For How to Set the Record Fields, select Use separate resources, and literal values.
e. For Object, select Survey Object.
f. Set the field values.
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Salesforce Field Service Set Up Surveys for Field Service Appointment Assistant
g. Click Done.
10. Get the Survey Invitation, and save the survey link.
a. To add an element to the flow, click .
b. Under Data, select Get Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. For Object, select Survey Invitation.
e. In Condition Requirements, select All Conditions Are Met (AND).
f. For Field, enter Id.
g. For Operator, select Equals.
h. For Value, enter SurveyInvitationId.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Where to Store Values, select In separate variables.
k. For Field, select InvitationLink.
l. For Variable, select SurveyInvitationLink.
m. Click Done.
11. Update the Service Appointment custom field that you created to hold the survey invitation link.
a. To add an element to the flow, click .
b. Under Data, select Update Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. For Field, select the custom field that you created on the Service Appointment object.
e. For Value, select SurveyInvitationLink.
f. Click Done.
12. Create a messaging template.
a. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
b. To create the confirmation template, click New.
c. In the Information area, enter the template name, developer name, and the message that the customer receives.
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Salesforce Field Service Set Up Surveys for Field Service Appointment Assistant
d. Add the URL placeholder to your message. The URL enables customers to navigate to the Experience Site that you configured.
a. For Related To, select Service Appointment.
b. For Field, select a placeholder for the survey link.
c. Click Insert. The URL placeholder is added to the message.
e. In the Channels area, select one or more channels.
f. Save your changes.
13. Send an SMS with a link to the survey.
a. Open the survey flow.
b. To add an element to the flow, click .
c. Under Interaction, select Action.
d. For Action, select Messaging Notification.
e. Enter a name for the label. API Name is populated based on the label name.
f. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
g. For Messaging Template Unique Name, enter the messaging template’s developer name.
h. Include the Context Record ID, and then select Record.Id.
i. Include the Recipient Phone Number, and then select Record.Contact.MobilePhone.
j. Include the Recipient Record ID, and then select Record.Contact.Id.
k. Click Done.
14. Save and activate the flow.
801
Salesforce Field Service Integrate Pay Now with Field Service Appointment Assistant
Integrate Pay Now with Field Service Appointment Assistant
Create a flow that easily enables your customers to pay for services through a provided link,
EDITIONS
eliminating the need to contact customer services.
Before you begin, complete these steps. Available in: Lightning
Experience
• Set up Salesforce Payments.
• Set up Salesforce Pay Now. The Field Service core
features, managed
Set up a flow that sends customers a payment link.
package, and mobile app
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. are available in Enterprise,
Unlimited, and Developer
2. Click New Flow.
Editions.
3. Select what triggers the flow. For example, set up a flow that’s triggered when the status of a
Work Order changes to Completed. Salesforce Payments is
available in Enterprise and
To track the payment’s intent, we recommend connecting the triggered object, in this example
Unlimited Editions.
Work Order, to the Payment Link object.
Salesforce Payments and
4. Add an element that gets the Merchant Account Payment Method Set record. If multiple records Pay Now licenses are
exist, make sure that only one is retrieved. For example, get the last modified record. required.
Only the last modified Merchant Account Payment Method Set that isn’t deleted and has a
Payment Method Set Key is fetched. If multiple Merchant Account Payment Method Set records
USER PERMISSIONS
are active, set up the component to fetch the correct one.
To open, edit, or create a
5. Add an element that creates a payment link record.
flow in Flow Builder:
a. Determine where the amount is taken from. In our example, it can be taken from the Total • Manage Flow
Amount field on the work order.
b. Use the Merchant Account Payment Method Set as the payment method set ID.
c. Set the status to Active.
d. Set the Usage Type to Single Use.
e. Enter the connected object, for example, Work Order ID.
To track the payment’s intent and the links generated to collect payment, we recommend adding a connection between the
Payment Link object and the relevant object, in our example, the Work Order.
6. Add an element that sends the customer an email or an SMS that includes the Payment URL field from the Payment Link object.
Here’s an example of what the flow looks like.
802
Salesforce Field Service Field Service Mobile App
Field Service Mobile App
The Field Service mobile app for Android and iOS is an all-in-one tool optimized for a modern mobile
EDITIONS
workforce. Designed as an offline-first app, you can work and have your changes saved without
internet connectivity. And the app is highly customizable to meet your business needs. Available in: both Salesforce
Note: The Field Service Mobile App isn’t available in the Apple App Store in mainland China. Classic (not available in all
orgs) and Lightning
Review this table to learn what the app has to offer. If you aren’t yet using Field Service in Salesforce, Experience
see Set Up Field Service before getting started with the app.
The Field Service core
features, managed
Feature Description package, and mobile app
Appointment Assistant Give customers temporary, live tracking of are available in Enterprise,
Salesforce Field Service mobile workers. Unlimited, and Developer
Editions.
Chatter Communicate with dispatchers, partners, and
To access the Field Service
customers using Chatter.
mobile app, users need the
Configurable actions Configure quick actions to help users quickly Field Service Mobile user
complete common tasks, pass record data to license.
other apps, and build flows to guide your team
through collecting information and finalizing
jobs.
Configurable layouts Flexible layouts let you choose what record
information to display to your users.
803
Salesforce Field Service Field Service Mobile App
Feature Description
Custom branding Brand the app to give it your company’s look and feel.
Einstein: Copilot Ask Einstein to find records, summarize records, and gather
information in a conversational and intuitive experience on the
Field Service mobile app. Use Einstein on the Field Service mobile
app as soon as it’s enabled for your Salesforce org.
Einstein: Pre-Work Brief Show mobile workers an AI-generated brief that tells them
everything they need to know about their upcoming work order.
Geolocation tracking Keep tabs on service resources and enable smarter scheduling with
resource geolocation tracking.
Inventory tab Let your team manage track consumption, request products, and
view their inventory from the app.
Measure lengths Use augmented reality to measure between two or more points
directly from the Field Service mobile app.
Offline capability The app works offline, so mobile workers can complete their work
even with limited or no network connectivity.
Push notifications Push notifications help your mobile workforce stay up to date,
making sure they never miss an important event.
Quoting With the Field Service Plus license, you can access the Quote object,
which lets you upsell your business. For access to CPQ, an additional
license is required.
Salesforce Knowledge integration Attach specs, instructions, and best practices to work orders and
work order line items to keep relevant information at your team’s
fingertips.
Service reports Create previewable service reports summarizing field service visits.
Seal the deal by capturing customers’ signatures on the reports.
Site user access Give members of your Experience Builder site—like
contractors—custom access to your field service operation.
Work order overview screen Help your team quickly find the information they need to complete
assignments. The work order overview screen displays information
about a work order’s service appointments, line items, asset history,
and more.
804
Salesforce Field Service Field Service Mobile App
Move to Lightning Data Service for Field Service Mobile
Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components
(LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup.
Field Service Mobile App Requirements
Learn about the mobile app’s device, connectivity, edition, and license requirements.
Field Service Mobile App Considerations
Review considerations for the Field Service mobile app for Android and iOS.
Offline Considerations in the Field Service Mobile App
Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn how to use the Field Service mobile
app when offline.
Field Service Mobile Security
Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS).
Field Service Mobile App Updates
Stay in the know about the Field Service mobile app releases. This topic includes information on the mobile app release cadence
for major, patch, and daily releases (also known as emergency releases), plus information on testing and beta periods.
Field Service Mobile Beta and Early Adopters Program
By participating in the Field Service Mobile Beta and Early Adopters program, you can test new versions of the app before adopting
them.
Supported Data Types in the Field Service Mobile App
Learn which data types are supported in the Field Service mobile app for Android and iOS.
Supported Barcodes
Learn about the barcodes that are compatible with the Salesforce Field Service mobile app.
Measure Lengths with Augmented Reality on the Field Service Mobile App
Mobile workers can use augmented reality to measure between two or more points directly from the Field Service mobile app.
Initial Field Values in the Field Service Mobile App
The initial value shown in a field when running a quick action depends on several factors.
Data Capture (Beta)
With the Data Capture flow type in Flow Builder, create dynamic forms that work online or offline.
Download the Field Service Connected App
Before you configure user access and customize the Field Service mobile app, download the connected app.
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Salesforce Field Service Move to Lightning Data Service for Field Service Mobile
Give Users Access to the Field Service Mobile App
To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These
steps also apply to Experience Builder site users.
Generating Revenue from the Field Service Mobile App
Give your mobile workers ways to upsell your business directly from the app.
Customize the Field Service Mobile App
Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and create unique mobile experiences
for different user profiles.
Using the Field Service Mobile App
Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app.
SEE ALSO:
Field Service Mobile App Considerations
Field Service Mobile App Requirements
Using the Field Service Mobile App
Trailhead: Boost Field Service with Mobile
Move to Lightning Data Service for Field Service Mobile
Lightning Data Service is an updated technology within the Field Service mobile app. Together
EDITIONS
with Lightning Web Components (LWCs), you get a powerful way to customize the app and use
its latest features, all through using a simple setup. Available in: Lightning
Lightning Data Service is a caching mechanism crucial for loading and displaying LWC components Experience in Enterprise,
and new features in the app. We redesigned the app's architecture around this unified cache that Unlimited, and Developer
powers all app experiences. To access the new architecture and features, you must enable the Editions.
Lightning Data Service permission set, or enable it when you set up your org, even if you don't plan
to create your own LWCs.
Note: All orgs will be auto-migrated to Lightning Data Service by Spring ‘26. We recommend customers begin preparations and
testing as soon as feasible. Lightning Data Service is enabled by default for new orgs sometime after Winter ‘25 is released, but
before Spring ‘25 is released.
Get Started
To take advantage of all Lightning Data Service and LWCs have to offer, complete the steps in either of these options.
Option 1: LWC User Level Permissions
Define a Permission Set for Your Org
Assign the Permission Set to a Mobile User
Option 2: LWC Org-Wide Enablement
Use the Enable Lightning Mode setting.
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Salesforce Field Service Move to Lightning Data Service for Field Service Mobile
Learn About the Benefits, Preparations, and Changes with Lightning Data Service
Lightning Data Service has many benefits, but you can expect some changes to the app after you enable the LWC permission set. These
changes can affect your preexisting Flow customizations. Be prepared to do additional testing and tweaking to some parts of the app
that use Flows and data priming for offline use.
Key Benefits
These Field Service features are available only with Lightning Data Service.
• LWC extensibility: Customize actions and create custom LWC tabs.
• Tab navigation customization: Add new list views and tailor tab navigation.
• Global search: Configure a new LWC tab in custom navigation to search against any object in the local cache, making it easy to find
items in one place.
• High Volume Briefcase (pilot Summer '24): Prime up to 400,000 records, significantly more than the 50,000 record limit with standard
briefcases.
• Data Capture (beta Winter '25): Use dynamic forms with field-level rules, branching logic, and custom UI support to streamline data
collection in the field. Develop these forms quickly and easily in Flow Builder.
• AI features:
– Pre-Work Brief: Get a concise overview of the tasks at hand, with customizable prompts to fit your work processes.
– Einstein Copilot: Add a conversational AI assistant to the Field Service app to boost productivity, reduce service times, and
improve first-time fix rates.
• Document Builder: Create richly formatted and branded PDF service documents, translate them, collect signatures, embed images,
and generate previews on the desktop site and the mobile app.
• Revenue generation: Use a flow template that guides mobile workers through creating leads and opportunities from the app, without
contacting customer services.
• Performance and experience improvements: See Lightning Data Service.
Recommended Preparation
Make sure you’re ready for Lightning Data Service to achieve optimal performance.
• Check device requirements: As we add more advanced features and scale the app for offline use, we recommend using the devices
listed in Field Service Mobile App Requirements on page 808. Ensuring sufficient CPU and memory capacity is important for a good
user experience. Assess your devices for RAM and CPU requirements to meet the minimum standards, and review the battery
limitations of mobile devices.
• Review flow and priming changes: In some cases, small adjustments to your flows and priming strategy are necessary.
– We recommend that you avoid flows that rely on Apex or record triggers. Record operations are routed through the LDS draft
queue, which is frequently processed in the background. How often it runs depends on a variety of factors, including available
system resources. We cannot guarantee that the draft queue is processed instantly.
– Avoid depending on fields during flow execution that are updated by non-mobile sources.
– Avoid deep linking out of the app in the middle of a flow.
– We recommend that you retest all of your flows. By doing this work in a sandbox environment, you can prepare your Field Service
configuration for the latest app features. Also, review the flows section in Field Service Mobile App Considerations on page 810
and Offline Considerations on page 819 to ensure your flows and priming strategies follow the recommendations and limitations.
If your LWC data queries are set up correctly, data requested by global LWCs and LWCs on work order and service appointment
records are automatically primed. See Use the Wire Service to Get Data.
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Salesforce Field Service Field Service Mobile App Requirements
Considerations and Limitations
Review how Lightning Data Service can impact functionality critical to your business.
Developer Considerations
• Avoid using Apex: Instead, use GraphQL (GQL) or the Lightning Data Service wire adapter. See Use the Wire Service to Get Data. GQL
updates data in the local cache, allowing LWCs to function offline. Remember, mobile connectivity isn’t always reliable, so GQL offers
better performance in low-connectivity situations.
• Feature requests: If you find that Apex supports certain features or processes that GQL doesn’t, submit a feature request through
Salesforce Idea Exchange.
• Code optimization: Optimize your code to work with Lightning Data Service, ensuring a smooth user experience. See Understand
the Wire Service and Graph QL Wire Adapter Best Practices.
Limitations
Note these limitations when enabling Lightning Data Service.
• The Field Service mobile app can experience delays in areas with low connectivity. When a connection is available, the app tries to
fetch the latest data, which can result in longer loading times as it waits for data fetches to finish before letting the user proceed.
• Manage memory usage proactively by priming only the data you need. Avoid using a large number of related lists on service
appointment and work order records, and limit attaching numerous or large files to primed objects.
• LWC modules can take a while to load during priming, and work order loading times can be lengthy if priming is still in progress.
Optimize performance for your users by considering these factors.
• Mobile Extension Toolkit (MET) isn’t supported.
Field Service Mobile App Requirements
Learn about the mobile app’s device, connectivity, edition, and license requirements.
EDITIONS
Devices Available in: both Salesforce
Classic (not available in all
To allow for innovation and to keep Salesforce current in the rapidly evolving mobile market, orgs) and Lightning
minimum platform requirements are subject to change at the sole discretion of Salesforce, with or Experience
without advance notice.
The Field Service core
features, managed
Supported Devices Recommended Devices Supported Other
package, and mobile app
Mobile Requirements
are available in Enterprise,
Operating
Unlimited, and Developer
System
Editions.
Android: All major Android Android: All major Android Version 9.0 and • Google
To access the Field Service
devices with at least 4 GB of devices with at least 6 GB oflater Play mobile app, users need the
memory are supported. memory are supported. Services Field Service Mobile user
Android devices with 8 GB of version license.
RAM are recommended if you 18.0.0 and
need to prime more than later
808
Salesforce Field Service Field Service Mobile App Requirements
Supported Devices Recommended Devices Supported Mobile Other
Operating System Requirements
20,000 records for offline use via Offline • Minimum
Briefcase. Android
WebView
version is 90.0
• Wi-Fi
• GPS
iOS iOS Version 16.0 and later None
• iPad: • iPad:
– iPad 10th generation and later – iPad Air 5th generation and later
– iPad Air 4 and later – iPad Pro 11 inch, 2nd generation,
– iPad Mini 6 and later and later
– iPad Pro 2nd generation and later – iPad Pro 12.9 inch, 4th generation,
and later
• iPhone:
• iPhone:
– iPhone XS and iPhone XS Max
– iPhone 12 Pro and iPhone 12 Pro
– iPhone 11, iPhone 11 Pro, and
Max
iPhone 11 Pro Max
– iPhone 13 Pro and iPhone 13 Pro
– iPhone 12 Mini, iPhone 12, iPhone
Max
12 Pro, and iPhone 12 Pro Max
– iPhone 14, iPhone 14 Plus, iPhone
– iPhone 13 Mini, iPhone 13, iPhone
14 Pro, and iPhone 14 Pro Max
13 Pro, and iPhone 13 Pro Max
– iPhone 14, iPhone 14 Plus, iPhone iPhone 13 Pro and later is recommended
14 Pro, and iPhone 14 Pro Max if you need to prime more than 20,000
– iPhone SE 3rd generation and later records for offline use via Offline Briefcase.
Because we enhance functionality with every release, we support the latest version of the Field Service app available in Google Play or
the App Store only.
Note: To protect your company data, we only support OS versions that get security updates from the device manufacturer.
For optimal performance, keep your mobile devices’ operating systems updated and upgrade to the latest model of devices as allowed
by your mobile plan. When you update the Field Service mobile app, sometimes you must remove support for older operating systems,
and newer operating systems don’t always perform well on older devices.
Salesforce Customer Support uses commercially reasonable efforts to troubleshoot issues with the Field Service app, provided:
• A user’s device meets current minimum platform requirements
• Field Service app users have the most recent version installed
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Salesforce Field Service Field Service Mobile App Considerations
Wireless Connection
The Field Service app is optimized for offline performance, but a Wi-Fi® or cellular network connection is needed for the app to communicate
with Salesforce. For cellular connections, a 3G network or faster is required. For the best performance, we recommend using Wi-Fi or
LTE.
SEE ALSO:
Give Users Access to the Field Service Mobile App
Field Service Mobile App Considerations
Field Service Mobile App Updates
Field Service Mobile Beta and Early Adopters Program
Field Service Mobile App Considerations
Review considerations for the Field Service mobile app for Android and iOS.
EDITIONS
Note: The Field Service Mobile App isn’t available in the App Store in mainland China.
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Service Appointments
Experience
• The Recently Viewed service appointments list view shows all service appointments assigned
The Field Service core
to a user even if the user hasn’t viewed them.
features, managed
• Service appointment list views of more than 2000 don’t display labels as dropdown values on package, and mobile app
the mobile app’s Schedule tab. are available in Enterprise,
• The schedule list isn't refreshed unless the ScheduleUpdateFreq timeout value is reached. Unlimited, and Developer
• If you’re using Appointment Assistant, when a mobile worker manually updates the status of Editions.
a service appointment by directly editing the record, Appointment Assistant is triggered. It’s To access the Field Service
also triggered when the appointment gets updated through a flow or an automatic status mobile app, users need the
change. When a Lightning web component updates the same status, Appointment Assistant Field Service Mobile user
isn’t triggered. license.
• The mobile app fetches a maximum number of 1000 service appointments from all service
appointment list views.
• When you view a service appointment from your desktop, the LastViewedDate field is updated.
Document Builder
• For a Work Order template to work on the Field Service mobile app, you must also create a Service Appointment template.
• For a parent work order with a child service appointment, mobile users can’t access the Work Order template from the template
selector. You must create a Service Appointment template even if you don’t want to use it. We suggest creating a Service Appointment
template that’s identical to your Work Order template to minimize confusion.
• You can’t select different templates for drafts saved with Work Order or Work Order Line Item templates. You can select different
templates only for drafts saved with Service Appointment templates.
• Only the language defined in the service report language field is available to the user at the time of priming.
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Salesforce Field Service Field Service Mobile App Considerations
Service Reports
• Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this order:
1. The work order template
2. The work type template
3. The standard template
• Service report previews have these limitations:
– Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is
online.
– The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews
can be out of date. This limitation applies to online and offline service report previews.
– If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
– Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
– Roll-up summary fields are blank.
– Related lists behave differently in mobile previews.
• The order of records in related lists can differ between the preview and the printed report.
• If a service report template includes a related list, the list populates only if it's on the page layout of the record that the service
report is being generated for.
• On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout
to appear on the preview.
– These elements aren’t visible:
• Cases related list
• Headers and footers
• Organization fields
• Certain data fields
• Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout
• The Digital Signature object Place field isn’t supported.
• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text
fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the
service report is generated.
• The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the Field
Service mobile app.
• When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button shows
only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service appointment’s
Action screen, the Client Signature button shows as “Default Signature.”
Inventory Management
• If you use the setting Enable Multiple Locations, the Add and Add All buttons are removed from the Product Required screen.
Instead, manually add the required products for multiple inventory locations.
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Salesforce Field Service Field Service Mobile App Considerations
• When using multiple inventory locations, a maximum of 10 locations per location type are shown and primed.
• A maximum of 1,000 products are shown in inventory lists and is the maximum number of products that can be primed.
• When consuming a serialized product in the Field Service mobile app, a products consumed record without serial numbers is created.
Mobile users can remove those records only if they’ve deleted permissions for products consumed.
• If a work order includes serialized products as required items, you can view the required products, but the Add All Products Required
button is disabled.
• Only admin profiles and users can delete product consumed records for serialized products.
Chatter
• The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab
in Android is supported only on the work order, work order line item, and service appointment objects.
• (Android only) Chatter is disabled when the app doesn’t have internet connectivity.
Knowledge
• (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce
don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue
by selecting the option to use POST requests for cross-domain sessions. Find this option on the Session Settings page in Setup.
• (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
• (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the
related list.
• (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
• If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that
language. If the device isn’t running in a supported language, no knowledge articles are shown.
• Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter
Feed.
Barcode Scanner
• For a list of supported barcodes, see Supported Barcodes.
• (iPad) Barcode scanning isn’t supported in Split View.
Briefcase Builder
• Related lists don't work offline when the records are primed with Briefcase Builder.
• The Product object in the Inventory tab isn’t supported.
• Time sheets aren't supported for offline use via briefcase.
• The Inventory tab isn’t available offline.
Flows
• Automatic Screen Fields with fieldType = ObjectProvided isn’t supported on mobile flows.
• Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and
country that comprise the compound field must be used instead.
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Salesforce Field Service Field Service Mobile App Considerations
• Select formula functions and operators are available offline.
• Backslash \ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields.
• CRM Core App screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported.
• Email alert actions aren’t supported in flows.
• Paused flows aren’t supported. If you left a flow in progress or exit the Field Service mobile app, you can’t resume the flow where
you left off.
• Flows with many CRUD operations can take a long time to process. To speed up this process contact Salesforce Support to request
that the draft queue is paused.
• Flows cannot have dependencies on Apex or record triggers.
• Flows with deep links can cause issues and are not recommended at this time. If you must deeplink out of the flow, deeplink back
into the Field Service mobile app without triggering another view. This should allow you to resume the flow and close it.
• The wasSelected operator can’t be used in decisions.
• For eval() functions, the boolean values true and false are case-sensitive.
• Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported.
• Fault connectors aren’t supported in flows.
• When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation
screen to show which images were uploaded. Videos and other file types aren’t supported.
• Flows don’t support the following elements. Adding these elements to a flow causes it to display an error.
– Lightning components (except for file upload)
– Output parameters on file upload except for “Uploaded File Names”
– Choice resources with Display Text Input enabled
– Actions with output parameters
Note: Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not
supported.
• Flows don’t support the Section screen component.
• Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the
picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of
the default value in the object’s screen picklist value.
• In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None--
is a null value that allows the field to be optional.
• Flow picklists use the values of the choice set from which the default value is assigned.
• Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported.
• Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements.
• Flow text areas have a 2,000-character limit.
• Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons
for user choices, the data doesn’t render accurately.
• Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was
made. However, the component used to make the selection, such as a picklist, saves that value for later use.
• Custom Logic and the or operator within Get elements and the record choice set variable aren’t supported in the Field Service
mobile app.
• When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data.
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Salesforce Field Service Field Service Mobile App Considerations
• Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element
to query from these records. To resolve this issue, log out and then back into the mobile app.
• Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged
package instead. This error only occurs on the mobile app.
• HTML text isn’t supported in Flow builder.
• Mobile flows support only these global values:
– $Flow.CurrentDateTime
– $Flow.CurrentDate
– $GlobalConstant.EmptyString
• Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values.
• If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value
and not the picklist choice set assigned to it.
• Running a flow as another user isn’t supported.
• Only the following assignment operations for collections are supported:
– Add
– Equal
– Equals Count
• Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen.
Otherwise, values are displayed as a dropdown list.
• When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around
this behavior, add additional items to the picklist.
• In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met:
– The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store
is nulled.
– The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference.
Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter.
– The parent record identified by the parent ID has a dynamic choice type configured as a related list.
• Flows can have up to nine conditions in a decision element.
• Record Choice Sets created using the AttachedContentDocument objects on a Work Order or other supported object don't
work in the mobile app. The mobile app doesn't support showing a related list for files within a flow.
• When using the NOW() formula in fields, create a separate formula resource that resolves to NOW(), and use that resource in the
validation field. Doing so ensures the latest timestamp is used on the flow launch.
• Flows retain variable values after they’re entered. Clicking the Back button in a flow doesn’t clear the value.
• In Field Service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t
the newly created record’s ID. To access the cache ID in a flow on the app, you must turn on the option "Use separate resources, and
literal values" in the Create Record element.
• Chaining of formulas in the same flow step isn’t supported.
• Collection Choice Sets aren’t supported in flows.
• Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app.
• When a mobile flow contains an image, the BeforeInsert trigger in Apex can cause an error.
• To remove access to custom objects, log out and then back into the mobile app.
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Salesforce Field Service Field Service Mobile App Considerations
• Conditional visibility isn’t supported, with the exception of Data Capture (Beta).
• The In and Not In operators in flows aren’t supported in the Field Service mobile app.
• Dependent picklists are supported in mobile flows but aren’t supported on the desktop site.
• Results for Get Record in a flow are cached locally. To access newly available records in the flow, log out and back in to the mobile
app.
• Rich text in flows doesn’t show color in the Field Service mobile app.
• A custom flow for login must be set up when the Session Activation Required permission is enabled for Field Service mobile users.
Without a custom flow for login, mobile users lose access to the Service Resource object and can’t log in to the mobile app.
• Flows that modify the Service Report Language field on the Work Order object don’t work offline.
• New records created using a flow in the Field Service mobile app don’t have the auto-number field data type’s value populated. The
field isn’t populated, because the number is generated by the server during record creation and isn’t available locally on the app.
• Flow Builder on web allows users to assign empty values for record fields and are treated as null. However, on mobile, any fields in
the assignment block with empty values are ignored, and no empty values are specified.
• You can’t update the chatter feed on a new record from a flow when LDS is enabled.
Data Capture (Beta)
• You can only add create, update, or delete operations at the end of a Data Capture flow.
• The Get Records flow element has these limitations:
– You can only select Choose fields and assign variables (advanced)under How to Store Record Data.
– You can only select All records under How Many Records to Store.
• Only these operators are supported for the object filters.
– Equal
– Does Not Equal
– Greater Than
– Less Than
– Greater Than Or Equal
– Less Than Or Equal
• For the Create Records flow element, you can only create records manually, not from a record variable.
• For the Update Records flow element, you can only select Use the IDs and all field values from a record or record collection.
• For the Assignment flow element, collection related operators aren't supported.
• Only admin profiles and users with Manage Flow permissions can associate a Data Capture flow to the junction object.
• DateTime is converted based on the user's local timezone. The official engine changes the value for a DateTime field according to
the user's local timezone. The online engine doesn't support the user's time zone. Instead, it converts the DateTime that the user
inputs.
• Global variables aren’t supported for Data Capture flow. See Flow Resources: Global Variables.
Lightning App Extensions
• The Salesforce app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab. However, the Lightning
Page Tab name can’t have any spaces in it.
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Salesforce Field Service Field Service Mobile App Considerations
Lightning Web Components (LWCs)
• LWCs in Field Service Mobile do not fetch picklist values during priming. As a result, LWC page references aren’t primed.
• Priming times when SLDS is enabled are significantly affected by the LWCs that are being primed. Customers who experience long
priming times may have LWCs that trigger numerous adapter calls during Komaci priming.
• Service Appointments and Work Orders are not supported for LWC Quick Actions.
• Implement state saving in LWC actions to allow users to perform other tasks in the Field Service mobile app while an LWC action is
running. Without state saving, if users leave the LWC action to perform other work in the web browser, Android devices will reset
the in-progress LWC's state.
• Tabs containing content, such as forms that use LWCs, can reset and lose their content. On iOS, this issue occurs when switching
between LWC tabs. On Android, it can happen when switching between any tab types and when rotating the device.
Quick Actions
• In environments enabled with Salesforce Lightning Data Service, a quick action that relies on default values to modify or create a
record honors only the default value if the field is added to the quick action layout. Additionally, the user must have edit permission
for that field.
• For Salesforce Lightning Data Service-enabled environments, global quick actions don’t refer to the record type fields.
• Lightning Component and custom override quick actions aren’t supported.
• Quick action values aren’t updated when working offline.
• Quick actions can override the permission "accurate record dates for offline", causing inaccurate logging after the app comes back
online.
• Custom icons in quick actions aren’t supported.
• Quick actions with default values can take up to a minute to render during poor or unstable network connectivity.
• Service Appointments and Work Orders aren’t supported for LWC Quick Actions.
Resource Absences
• If you haven’t primed or viewed any resource absences, you receive a network error when you try to create and view resource
absences offline.
Work Orders
• To numerically sort work order line item records, use this format:
– Add a zero, if needed, to create a two-digit number. For example, 02 correctly sorts before 12.
– If 100 items or more are required, create a text field and add numeric values prepended by zeros to create a three-digit number.
Then, sort on that field. For example, 002 and 012 correctly sorts before 100. However, Field Service on desktop doesn’t support
preceding zeros. To sort correctly on the desktop, define the sort order by 10 on a number field of a custom object, for example,
10, 20, 30.
• For the Overview tab to be visible, work order line item page layouts must include the Asset field and the Service Report related list.
• Searching the price book fails if you assign rich text area fields to the Product object’s search layout.
• Work orders allow a maximum of 1,000 work steps per work order. However, the total length of all fields in the Work Order object
must not exceed 20,000 characters. If you exceed this limit, some work steps don’t appear in the mobile app.
• If sharing isn't enabled for the Work Order object, work orders disappear from the search list view in the Work Order lookup after the
user logs out of the Field Service mobile app.
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Salesforce Field Service Field Service Mobile App Considerations
General Limitations
• When displaying related lists in the mobile app, such as the work order line items for a work order, users see an accurate record
count of up to 2,000 records. More than 2,000 records are indicated as 2,000+, but no more than 2,000 records are retrievable.
• Plain text fields no longer support rich text or HTML content.
• Time fields without a date aren’t supported in the Field Service mobile app.
• Under the profile tab, only 10 resource absence records are displayed.
• The Notes related list isn’t supported.
• Under the Files related list, only 50 files are displayed.
• Visualforce pages aren’t supported in the app, including actions and Visualforce components on page layouts.
• Lookup filters aren’t supported.
• Enhanced notes aren’t supported.
• Users aren’t able to change the ownership of objects like Service Appointments or Work Orders.
• In some countries, certain mapping features, such as driving directions and ETA, aren’t supported for Apple or Google maps.
• Google Maps is the only supported mapping application for features in the Field Service app.
• If a user’s device is offline, its location data can’t be accessed. When the device is back online, its last known location is sent to
Salesforce.
• The Contact Card section on the Work Order Overview screen displays the contact associated with the Service Appointment, rather
than the Work Order. To view the Contact Card, make sure to populate the Contact field of the Service Appointment.
• Paging isn’t supported for SOQL queries. The maximum number of records a query can return is 2,000.
• Formulas aren’t supported on the Details tab.
• If a default list view is selected, all list views that a user has access to are shown in the app. There’s no way to hide or suppress specific
list views in the Field Service app.
• If a selected picklist value is inactive, it isn’t shown in the Field Service app, but it’s shown on the Field Service desktop application.
• If the launch field value passes a URL from a formula field value, App Extensions throw an error that a required app isn’t installed.
• Default values in Time Sheet Entry fields don’t populate on the Field Service mobile app.
• If the currency field is updatable, it’s displayed as a number without a currency symbol and obeys the field decimal places setting.
However, if the currency field isn’t updatable, it’s displayed as a number with a currency symbol and two decimal places only.
• When a currency field supports multiple currencies, only the set amount shows in the mobile app. Currency conversions aren’t
displayed.
• If the record type field isn’t on the page layout when a resource absence is created, the default record type is automatically set. To
work around this issue, add the Record Type field to the resource absence page layout.
• User Profile on the User page and RecordType on the Work Order Details page aren’t supported as layout objects, but they can
appear as links in the Field Service mobile app. Clicking these objects shows an error message and a blank screen.
• Record pagination isn’t supported in the Field Service mobile app.
• Notification settings use the mobile settings assigned to the user initiating the request, not the user receiving the request.
• If an object hasn't been primed or previously accessed, including new records, it isn't visible from another object’s UI.
• When launching the mobile app, the lock screen keeps the same screen orientation, which can’t be changed by rotating the device.
To change the lock screen orientation, close the mobile app, change to the desired orientation, then relaunch the mobile app.
• Mobile Extension Toolkit (MET) isn’t supported in SLDS. Customers must migrate their MET to a Lightning web component (LWC)
for use with SLDS.
• During OAuth 2.0 authentication, Salesforce creates a temporary short-term session to bridge the gap between login and the
Salesforce authorization (Allow Access) screen. This temporary session, which uses a cookie, isn’t tied to the OAuth refresh or access
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Salesforce Field Service Field Service Mobile App Considerations
token and therefore isn’t invalidated at logout. Instead, the session remains valid until it expires. The most recently authenticated
customer remains logged in until the temporary session expires and they’re temporarily unable to log out. These sessions have an
intentionally short lifetime, after which the user can log in normally.
• In environments enabled with SLDS, the field values OldValue and NewValue can’t be loaded in Histories related records.
• Related lists don’t show details of Salesforce objects that you can’t include in a page layout, such as Work Order History.
• The Field Service mobile app doesn't support free-form text entries in picklists.
• If a network error occurs, the Field Service mobile app can attempt to recreate a link from a record to a content document resulting
in the error message, “Document with ID XXXX is already linked with the entity with ID YYYY". This issue can also occur when
uploading images in flows. To prevent these false error messages from showing, set the custom attribute DUPLICATE_AVOIDANCE
toTrue. This issue occurs only when Lightning web components aren’t enabled.
• Apps that use Experience container aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes. Data
is copied only in Full Copy sandboxes, which carries over to Experience container as well.
• When an image is stored in an embedded binary store from the feed tab, it isn't available in the Files related list.
• Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric custom attribute to the connected app.
• Icons in the Field Service mobile app are not customizable.
• When you create Partial, Developer, or Developer Pro sandbox copies, only the metadata from the production org is copied, not the
data. To ensure both metadata and data are copied, use a Full Copy sandbox.
• Backdating is availble via record creation, not record updates. Use the permissions mentioned in this Knowledge Article.
Android Only
• The Event Insights card is available only on Android devices.
• Some device makers prohibit using commas as a decimal separator in their standard app keyboards. To work around this issue,
download a new keyboard app, or copy and paste the comma from another input in the application.
• By default, you must use a Lightning app extension to automatically open records in the Salesforce app.
• Features that use Google services like push notifications and Google maps aren’t supported in China.
• Related list file previews are limited to .pdf, .html, and .txt file types. To view other file types you must have third-party apps installed.
For example, to view spreadsheets you must download an application like Google Sheets.
• Dark mode isn’t supported.
• Some Android devices running Android 11 reset flow states when the device screen is rotated. To avoid this issue, lock the device's
screen rotation.
• Hex values defined in mobile settings must be six digits.
• Tabs that are customized using the Field Service Mobile App Builder don’t maintain their current state when switching between
tabs and when rotating the device. To avoid this issue, lock the device's screen rotation.
iOS Only
• iOS devices automatically stay awake during priming without the user tapping the screen. If low power mode is on, the device
doesn’t stay awake during priming.
• Custom list views can take a minute or more to sync.
• Only plain text is supported for rich text fields.
• Default values aren’t available in offline mode.
• Lookup fields like Account aren’t supported on the Schedule, Work Order, and Work Order Line Item tabs.
• Custom override on actions isn’t supported, including custom override on lookup logic.
• Apple limits what apps can do while in the background or when the device is locked, which is important when priming. Always
prime to completion before going offline.
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Salesforce Field Service Offline Considerations in the Field Service Mobile App
• In iOS14 and later, the Field Service mobile app doesn’t comply with the default app settings you set. For example, if you choose
Outlook or Gmail for email, Field Service ignores the setting and instead uses the iOS Mail app, which is the Field Service default.
• Actions in landscape orientation aren’t supported. Actions are only shown in portrait mode.
• iOS has a 24-hour format setting that overrides other time settings regardless of the device's region or locale. This format override
impacts some components, such as the date and time picker and flow fields.
• You can’t copy and paste data from apps that aren’t Salesforce, such as Safari, when DISABLE_EXTERNAL_PASTE is set to TRUE in
the connected app settings.
• In iOS 15, the iPad calendar view doesn’t show dots to indicate that a service appointment exists.
• In iOS, an ETA and driving directions are provided only if the user is within 1000KMs of the destination.
SEE ALSO:
Field Service Limits and Limitations
Field Service Mobile App Requirements
View Knowledge Articles in the Field Service Mobile App
Offline Considerations in the Field Service Mobile App
Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn
EDITIONS
how to use the Field Service mobile app when offline.
The Field Service mobile app can work effectively when offline. You may notice some slight Available in: both Salesforce
differences. For example, when you create an object offline, it doesn’t display fully until your device Classic (not available in all
syncs with the server. orgs) and Lightning
Experience
The following topics describe how to prepare the mobile app for offline use, and what features
work differently when offline. The Field Service core
features, managed
Topic Description package, and mobile app
are available in Enterprise,
Offline Priming Before using the app offline, sync the app while Unlimited, and Developer
online. To learn more, see Offline Priming on Editions.
page 925.
To access the Field Service
Initial Field Values The initial values shown in a field can be mobile app, users need the
different when offline. To learn more, see Initial Field Service Mobile user
Field Values on page 833. license.
Flows Flows cannot retrieve additional information
beyond what’s available in the cache. Offline
execution may prevent some lookups from
returning all the expected information. You can
encounter an error in this situation.
Date/Time • Date/Time fields sync to the server when
the app comes back online. The date and
time does not reflect the date and time
when the record was created and/or
updated.
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Salesforce Field Service Field Service Mobile Security
Topic Description
• To reflect the actual creation or updated date and time, contact
Field Service Support to enable the option Accurate Record
Dates for Offline for your org.
• If you use the 'NOW()' function with your Date/Time fields, the
value still reflects the date and time the record synced to the
server instead of the current date and time.
• To keep the offline date/time value when a service
appointment record is updated on the app, save the
LastModifiedDate value to another date/time field in the same
service appointment record.
• The Date column in the service appointment History tab does
not reflect the offline date/time that update was made on
the app if a consecutive update is triggered. To retain the offline
date/time value in such a case, save the LastModifiedDate value
of that service appointment record to another date/time field
in the same service appointment record.
Search Results To access search results offline with Briefcase, first search when
online to cache records.
SEE ALSO:
Work with Offline Priming in the Field Service Mobile App
Initial Field Values in the Field Service Mobile App
Field Service Mobile Security
Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS).
EDITIONS
The Field Service App is built with the Salesforce Mobile SDK. The Salesforce Mobile SDK provides
a set of low-level services that include security and authentication to applications that are built Available in: both Salesforce
using this framework. Classic (not available in all
orgs) and Lightning
For information about data protection regulations and Service Cloud, see Data Protection and
Experience
Privacy.
The Field Service core
features, managed
Local Encryption at Rest package, and mobile app
Encryption boosts the security of your customers’ data and helps you comply with privacy policies, are available in Enterprise,
regulatory requirements, and contractual obligations. Shield Platform Encryption and Field Audit Unlimited, and Developer
Editions.
Trail are supported for the following fields on work orders, work order line items, and service
appointments: To access the Field Service
• Description mobile app, users need the
Field Service Mobile user
• Subject license.
• Address (Street and City only)
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Salesforce Field Service Field Service Mobile Security
To encrypt these fields, add them to your Encryption Policy in Setup. The Subject and Address fields support both probabilistic and
deterministic encryption, while the Description field supports only probabilistic encryption. If Field Audit Trail is enabled, you can set
field history data retention policies for the fields whose data you want to retain.
Note:
• Encryption is not supported for the Latitude and Longitude fields, which could be used to pinpoint an address.
• When you encrypt a field, existing values aren’t encrypted. Contact Salesforce for help with encrypting existing data.
Table 2: Offline Data
Salesforce App Field Service App
Offline data is stored using Core Data, and encrypted using Data is stored using the Sqlcipher provider for Sqlite3. Cached data
NSFileProtectionCompleteUntilFirstUserAuthentication. This is purged based on a least-recently-used cache policy.
authentication dictates how passcodes are exposed internally to
access the offline data. The passcode for the offline data is removed
from the local keychain when Salesforce is closed or running in
the background. Salesforce offline data is only accessible when the
app is open and in the foreground.
Table 3: Files and Attachments
Salesforce App Field Service App
Files and attachments are stored on the device’s file system in a Files are stored in an iOS sandboxed directory and are also
double-encrypted format. The device’s hardware encryption encrypted by application encryption. While viewing, files are
encrypts the files while the device is locked. In addition, Salesforce temporarily unencrypted in another sandbox directory, but are
encrypts using an AES algorithm (128-bit block size and 256-bit erased when the app is in the background or when the viewer is
key size). When the file is viewed, there's a temporary unencrypted dismissed. Also, the temp directory is cleaned when the application
copy kept on the file system (removed when the 'viewing' is launched.
operation is complete).
Table 4: Chatter Feed Data
Salesforce App Field Service App
Feed data is stored using Core Data, and encrypted using All Chatter feed data is stored with the Sqlcipher provider for
NSFileProtectionCompleteUntilFirstUserAuthentication. This Sqlite3. Cached data is purged based on a least-recently-used cache
authentication dictates how passcodes are exposed internally to policy.
access the feed data. The passcode for the feed data is removed In addition, Feed functionality is provided by a shared component,
from the local keychain when Salesforce is closed or running in which makes the experience on iOS and Android the same.
the background. Salesforce feed data is only accessible when the
app is open and in the foreground.
Also, the feed data storage is time-based. The feed cache purges
items older than one week, unless the remainder of feed items is
fewer than 25 items. Also feeds that have more than 500 items
have their excess items removed.
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Salesforce Field Service Field Service Mobile Security
Server-Side Encryption at Rest
Salesforce provides encryption abilities for data at rest on the Salesforce servers. The Platform Encryption feature allows customers to
create policies at the field-level to encrypt sensitive data. This feature supports custom objects, and a subset of standard fields on standard
objects. As of the time of this writing, encryption is supported for some fields on the following standard objects: Account, Contact,
Opportunity, Lead, Case, and Case Comment.
Custom fields on these or other objects can be encrypted assuming that they use data types that can be encrypted.
Encrypting Data in Transit
Data transmitted to and from the Salesforce server is protected using SSL. Authentication, access controls, and digital signatures are
protected using SHA-256.
User Authentication
Salesforce App Field Service App
the Salesforce mobile app supports certificate-based login, whereby Certificate-based authentication is a function of the Identity
the customer can push a unique certificate to the device using Provider. Files are stored in the application directory and are
Mobile Device Management (MDM). The certificate can encrypted using application encryption. The files are decrypted
authenticate the user to Salesforce. while viewing and deleted after the view operation is complete.
Alternatively, Salesforce’s Lightning Login feature has multifactor The directory is cleared when the user logs out.
authentication from the Salesforce Authenticator app. The factors
are:
• What you have: The mobile device
• What you are: If fingerprint biometrics is enabled on the device
• What you know: if the device is enabled for PIN-based login.
Lightning Login is only enabled on devices that have either PIN or
fingerprint enabled.
Trusted IP Ranges
Logins to the Field Service mobile app can be restricted to specific trusted IP ranges, which is also true for the Salesforce mobile app.
You can implement this using a Virtual Private Network (VPN) solution on mobile devices. After logging in to VPN, users can log in to
the app. Afterwards, the user can log in to Salesforce.
Device Identification
Salesforce is piloting a new feature to track device fingerprints accessing the Salesforce services. The feature supports the ability to see
who logged in with a particular device and to revoke access to specific devices.
Handling Sensitive Data
To prevent leakage of sensitive data, Salesforce apps support four settings to limit data exfiltration on a mobile device.
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Salesforce Field Service Field Service Mobile Security
• DISABLE_EXTERNAL_PASTE : Allows users to copy-and-paste data within the app, but prevents users from pasting data copied
from the app to other apps or OS features.
Note: This feature does not work on Samsung phones (and other manufacturers of Android phones) where a custom clipboard
implementation is used or on any screens that show Lightning web components.
• FORCE_EMAIL_CLIENT_TO : If a user taps on an email action within the app, the user is directed to the email app specified in the
attribute value.
• SHOW_OPEN_IN : Prevents users from opening files in applications outside of the app.
• SHOW_PRINT : Used to disable printing from within the app.
The following table shows the level of support for these features in the Field Service mobile app as well as the Salesforce mobile app.
Setting Supported on Field Service Mobile Supported on Salesforce Mobile
DISABLE_EXTERNAL_PASTE (Default: FALSE)
FORCE_EMAIL_CLIENT_TO
SHOW_OPEN_IN (Default: TRUE)
SHOW_PRINT
The Field Service Mobile app settings are non-restrictive by default. To change a setting from the default value, go to Setup.
Enter Connected Apps in the Quick Find box, select Manage Connected Apps, then click the name of the Field Service connected
app. Update the attribute from the Custom Attributes section on the connected app page.
Mobile Device Management
Salesforce provides an extra level of security compliance with the most popular Mobile Device Management (MDM) suites. Both Android
and iOS, with an MDM, give you enhanced functionality for distribution and control over your users’ devices. The enhanced security
functions, when you combine Salesforce with an MDM, include certificate-based authentication and automatic custom host provisioning.
MDM Supported on Field Service Mobile Supported on Salesforce Mobile
RequireCertAuth
AppServiceHosts
AppServiceHostLabels
OnlyShowAuthorizedHosts
ClearClipboardOnBackground
SEE ALSO:
Encrypt New Data in Fields
Which Standard Fields and Data Elements Can I Encrypt?
Field Audit Trail Implementation Guide
Salesforce Mobile App Security Guide
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Salesforce Field Service Field Service Mobile App Updates
Field Service Mobile App Updates
Stay in the know about the Field Service mobile app releases. This topic includes information on
EDITIONS
the mobile app release cadence for major, patch, and daily releases (also known as emergency
releases), plus information on testing and beta periods. Available in: both Salesforce
Note: For users with the Access Lightning Web Components (LWCs) permission set, you Classic (not available in all
orgs) and Lightning
must update the mobile app to ensure LWCs function properly. The app must be no more
Experience
than two major releases behind the Salesforce platform for the app to continue to work with
LWCs. For example, when your org updates to Summer '25, any versions from Summer '24 The Field Service core
and earlier will stop working. Note that the Spring '24 release will reach its end of life early features, managed
with the Winter '25 release. Additionally, you must update the app to the latest major version package, and mobile app
to access new features or bug fixes. are available in Enterprise,
Unlimited, and Developer
Editions.
Release Maintenance Types
To access the Field Service
The Field Service mobile app has three types of releases, which align with Salesforce maintenance mobile app, users need the
types: major releases, patch releases, and daily releases. So you can best prepare for changes, here’s Field Service Mobile user
a description for each type of release, including the length of their associated beta testing period. license.
Release Type Description Frequency
Major release Updates Salesforce Field Three times per year
Service mobile app with new
features. The beta period is
approximately 30 days.
Patch release Deploys changes and fixes as As needed
needed to address significant,
but nonemergency, customer
impacting issues. The beta
period is 7 days.
Daily release (also known as Deploys fixes to emergency As needed
emergency release) customer-impacting issues as
needed. No beta period,
because daily releases are
deployed on an emergency
basis.
Mobile Release Calendar and Communication
Here are the approximate dates for the next three major releases. Release dates are occasionally delayed to maintain customer trust.
• Winter ’25: October 14, 2024
• Spring ’25: February 18, 2025
• Summer ‘25: June 16, 2025
Note: We deploy major and patch releases over several days to ensure stability. The updates aren’t necessarily available for all
users until 7 days after the app becomes generally available.
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Salesforce Field Service Field Service Mobile App Updates
Note: Use the current APK file for emergency installation during beta testing periods, and use the APK file from the previous
release for emergency installation during major releases.
And here’s where and when you can find communication about each release.
Release Type Where When
Major release Learn more about major releases and new Release notes offer a preview of new
mobile app features in our standard features approximately two months before
Salesforce Field Service release notes. the release. And you get notification via your
You also receive notification through your Trailblazer group when beta and major
Trailblazer group. releases go live.
Patch release Find information about patch releases When we identify a need, we inform you.
through the Field Service Mobile Trailblazer You receive a second announcement when
group. the release goes live, approximately 7 days
later.
The first announcement includes a brief
description of each issue resolved to help
you focus your testing.
Daily release (emergency) Find information about daily releases When we identify a need, we inform you at
through the Field Service Mobile Trailblazer least a day before a daily release. You receive
group. a second announcement when the release
goes live.
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Salesforce Field Service Field Service Mobile Beta and Early Adopters Program
Testing Best Practices
Test features before they’re generally available by using the Field Service Mobile Beta and Early Adopters Program. If you have issues
with a beta version, log a case immediately so that it can be reviewed before the generally available (GA) release.
If you have complex security or compliance requirements and require greater control over what updates go out, you can use Mobile
Device Management (MDM).
Field Service Mobile Beta and Early Adopters Program
By participating in the Field Service Mobile Beta and Early Adopters program, you can test new
EDITIONS
versions of the app before adopting them.
The generally available (GA) Salesforce Field Service mobile application is released three times per Available in: both Salesforce
year for iOS and Android. The mobile release occurs about a week after the major core application Classic (not available in all
release. To learn more about the different types of releases and delivery dates for the Field Service orgs) and Lightning
mobile application, see Field Service Mobile App Updates. Experience
You can test the Field Service mobile app releases ahead of time using the iOS and Android Beta The Field Service core
Early Access programs. The mobile beta versions are available the Monday after sandboxes are features, managed
updated with the upcoming major release, which takes place approximately one month before the package, and mobile app
major release. are available in Enterprise,
Unlimited, and Developer
Editions.
Benefits of Participating
To access the Field Service
By using the iOS and Android Beta Early Access programs, you can test upcoming mobile releases mobile app, users need the
before they become available on the App Store or Google Play Store. Field Service Mobile user
license.
• Preview changes so you can plan and communicate to your workers.
• Test what’s coming and determine whether any issues affect your implementation
• Build and integrate the latest features so you’re ready to use them in production.
• Report problems so that we can correct them before the app becomes generally available.
Eligibility
You can use the beta release to test the latest Salesforce Field Service features as soon as they’re available. The beta app can be used
only after your org has been updated to the newest version. As a result, there’s approximately a month when the beta version can be
used only with sandbox orgs. Any attempt to log into production results in an error.
Use of the beta feature is subject to the Beta Services Terms.
Availability
Salesforce Field Service mobile application beta releases are published as major and patch releases. See the full schedule and information
about different types of releases at Field Service Mobile App Updates.
Resources for Testing Beta Versions of the Field Service Mobile App
Salesforce provides resources to help you use the beta program to test the latest Field Service mobile app major releases and patch
releases.
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Salesforce Field Service Field Service Mobile Beta and Early Adopters Program
Sign Up for the Field Service Mobile App Beta Program for Android
All users of Salesforce Field Service software packages can access our beta builds. You can access beta versions of our Field Service
mobile application for Android in the Google Play store.
Sign Up for the Field Service Mobile App Beta Program for iOS
All users of Salesforce Field Service software packages can access our beta builds. You can access beta versions of our Field Service
mobile application for iOS via TestFlight. TestFlight is an app that Salesforce uses to share beta versions of the Salesforce Field Service
mobile app.
Channels for Providing Feedback on Beta Releases
You can provide feedback on beta releases at any time. Feedback helps our customer support and engineering teams improve your
experience with Salesforce Field Service by better understanding your experiences with the app. You can provide feedback through
a number of channels.
Resources for Testing Beta Versions of the Field Service Mobile App
Salesforce provides resources to help you use the beta program to test the latest Field Service
EDITIONS
mobile app major releases and patch releases.
Available in: both Salesforce
Sandboxes Classic (not available in all
orgs) and Lightning
When you have the mobile application beta version installed, you’re ready to start testing. The most Experience
effective way to test beta versions of the mobile app is via the latest Salesforce sandbox test
environment. We suggest that you keep an existing sandbox instance up to date, so that you can The Field Service core
perform testing using data specific to your unique configurations and needs. Sandbox test features, managed
environments are also an excellent resource when interacting with our support teams for any issues package, and mobile app
are available in Enterprise,
you encounter while consuming our beta versions.
Unlimited, and Developer
For instructions on how to obtain and use sandboxes for testing, see Sandboxes: Staging Editions.
Environments for Customizing and Testing.
To access the Field Service
If you’re a first-time user or have to start a Sandbox from scratch, check out Where Do I Start with mobile app, users need the
Field Service to set up for testing. Field Service Mobile user
license.
Testing Major Releases
Major releases introduce new features, performance improvements, UI or UX updates, and API changes. We hope these features improve
your work and business, but the changes can sometimes also create configuration conflicts. Although we strive to maintain backward
compatibility, new releases can unexpectedly affect customizations that are specific to your implementation. The best way to protect
your implementation is through beta testing.
To benefit most from the beta, create a test plan based on the most recent changes to the Field Service mobile app. Consider which
features or Salesforce Field Service products you use most or that are most important to your business. To identify changes that impact
your most crucial processes, focus your testing by reviewing Salesforce release notes each release.
Here’s where you can find release notes pertaining to Field Service:
• Salesforce Release Notes alert you to the features being released for all Salesforce products.
• Within the Salesforce Release Notes, the Salesforce Field Service Release Notes cover the Field Service features specifically, and includes
a special section for the latest features released for the Salesforce Field Service Mobile Release Notes. These notes alert you to what’s
changed in the mobile application.
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Salesforce Field Service Field Service Mobile Beta and Early Adopters Program
Testing Patch Releases
Patch releases are deployed only to resolve specific issues discovered on an existing production release. Beta versions for patch releases
are made available at least one week before changes to the app are deployed.
When consuming a patch release, you can isolate your testing to the specific purpose of the patch release.
Recommended Test Areas
In addition to reviewing the Salesforce Release Notes and testing potentially affected areas, it’s important to review parts of the application
that you’ve customized or extended for your specific needs.
We suggest starting your testing with Lightning Web Components and flows, because they’re the most commonly customized features.
• Lightning Web Components
• flows
Also consider these frequently customized items when you plan for testing.
• Mobile Settings
• Custom Actions
• Customized Push Notifications
• Deep Linking
• Custom Triggers
Lightning Web Components (LWC) Test Harness
If you use Lightning Web Components (LWC), the LWC Offline Test Harness (Test Harness, for short) is a lightweight testing and debugging
app. Test Harness lets you iteratively develop, test, and debug Lightning web components for use in LWC Offline-based mobile apps.
The streamlined app experience accelerates the interactive development lifecycle, making it easy to quickly test incremental improvements
and fixes to your mobile LWCs.
More Tools for Debugging Lightning Web Components
We suggest using your web browser to debug Lightning Web Components. You can find resources and a tutorial in the Mobile and
Offline Developer Guide. To test your sandbox environments, you can also use the emulator for Android and the simulator for iOS. If the
simulator and emulator are installed, you can directly access debug builds for iOS and for Android.
Trailblazer Communities and Customer Support
If you require further support, don’t worry, we’ve got your back!
Salesforce Trailblazer Communities can also help you prepare for and implement testing. These communities include everything from
training material to ways to connect with other users.
And, if you encounter an issue or require additional support, contact Salesforce Customer Support. If you find an issue only happens on
the beta version, share about it in your case details.
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Salesforce Field Service Field Service Mobile Beta and Early Adopters Program
Sign Up for the Field Service Mobile App Beta Program for Android
All users of Salesforce Field Service software packages can access our beta builds. You can access
EDITIONS
beta versions of our Field Service mobile application for Android in the Google Play store.
Note: You can have only one version of the Field Service mobile app installed on your device Available in: both Salesforce
at any given time. To switch back to the public version of the app after installing the beta Classic (not available in all
orgs) and Lightning
version, uninstall the beta version and then install the public version of the app from Google
Experience
Play. Although you have to leave the beta program to install the public version, you can always
join the beta program again in the future, as needed. The Field Service core
1. Find and select the Field Service mobile application in the Google Play store. features, managed
package, and mobile app
2. Locate the option to become a beta tester, and then click Join. are available in Enterprise,
Google Play appends (Beta) to the application name and serves the latest beta version Unlimited, and Developer
when the application loads. Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
Sign Up for the Field Service Mobile App Beta Program for iOS
All users of Salesforce Field Service software packages can access our beta builds. You can access
EDITIONS
beta versions of our Field Service mobile application for iOS via TestFlight. TestFlight is an app that
Salesforce uses to share beta versions of the Salesforce Field Service mobile app. Available in: both Salesforce
Note: You can have only one version of the Field Service mobile app installed on your device Classic (not available in all
orgs) and Lightning
at any given time. The beta version of the app replaces the App Store version on your device.
Experience
To receive notifications when the latest beta versions become available, be sure that you enable
push and email notifications for the TestFlight application. The Field Service core
features, managed
1. Download the TestFlight app on your iOS device. package, and mobile app
2. On your device, open this signup link. are available in Enterprise,
Unlimited, and Developer
3. Click Accept, and then click Install.
Editions.
After the beta version of the app is installed, TestFlight notifies you when a new build is available.
TestFlight also provides instructions on how to install the new beta version and offers easy ways To access the Field Service
to provide feedback. mobile app, users need the
Field Service Mobile user
license.
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Salesforce Field Service Supported Data Types in the Field Service Mobile App
Channels for Providing Feedback on Beta Releases
You can provide feedback on beta releases at any time. Feedback helps our customer support and
EDITIONS
engineering teams improve your experience with Salesforce Field Service by better understanding
your experiences with the app. You can provide feedback through a number of channels. Available in: both Salesforce
Classic (not available in all
TestFlight orgs) and Lightning
Experience
If the app crashes while you’re testing a beta build in iOS, an alert asks if you want to send crash
details through TestFlight. When the crash alert displays, click Share, add any comments about the The Field Service core
crash, and then submit the crash details. To provide generic feedback via the TestFlight application, features, managed
click Send Beta Feedback. package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Application Settings Editions.
• Android: To provide feedback via the application settings on Android, go to Profile and then, To access the Field Service
under Settings, select Provide Feedback. mobile app, users need the
• iOS: To provide feedback via the application settings on iOS, go to Profile, then under Settings, Field Service Mobile user
select Report an Issue. license.
Support
Contact Salesforce Customer Support if you have issues with beta testing.
Trailblazer Community
Post feedback, questions, and comments to the Field Service Mobile Application Trailblazer Community. We pay close attention to
Trailblazer discussions to catch recurring issues and discover areas where we can improve the app.
Supported Data Types in the Field Service Mobile App
Learn which data types are supported in the Field Service mobile app for Android and iOS.
EDITIONS
Data Type Supported Available in: both Salesforce
Auto Number Classic (not available in all
orgs) and Lightning
Formula Experience
Roll-Up Summary The Field Service core
features, managed
Lookup Relationships package, and mobile app
are available in Enterprise,
External Lookup Relationship Unlimited, and Developer
Editions.
Checkbox (Shows Yes/No.)
To access the Field Service
Currency mobile app, users need the
Date Field Service Mobile user
license.
830
Salesforce Field Service Supported Data Types in the Field Service Mobile App
Data Type Supported
Date/Time (The following fields are not supported: Scheduled End,
Scheduled Start, Arrival Window End, Arrival Window Start.)
Geolocation
Number
Percent
Phone
Picklist (Picklists with fewer than six options are shown in an expanded
view.)
Picklist (Multiple Select) (Picklists with fewer than six options are shown in an expanded
view.)
Text
Text Area
Text Area (Long)
Text Area (Rich)
Text Area (Encrypted)
Time (Time fields without a date are not supported.)
URL
SEE ALSO:
Field Service Mobile App Considerations
Customize the Field Service Mobile App
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Salesforce Field Service Supported Barcodes
Supported Barcodes
Learn about the barcodes that are compatible with the Salesforce Field Service mobile app.
EDITIONS
To allow for innovation and to keep Salesforce current in the rapidly evolving mobile market,
minimum platform requirements are subject to change at the sole discretion of Salesforce, with or Available in: both Salesforce
without advance notice. Classic (not available in all
orgs) and Lightning
To build your own barcode scanning experience using Lightning web components, use the Barcode
Experience
Scanner plug-in. See Scan Barcodes on a Mobile Device.
The Field Service core
Device Barcodes features, managed
package, and mobile app
Android • Aztec are available in Enterprise,
Unlimited, and Developer
• Codabar
Editions.
• Code-39
To access the Field Service
• Code-93
mobile app, users need the
• Code-128 Field Service Mobile user
• Data Matrix license.
• EAN-8, EAN-13
• ITF
• PDF417
• QR Code
• UPC-A, UPC-E
iOS • Aztec
• Codabar
• Code-2 of 5 Interleaved, Code-2 of 5 Interleaved
Checksum
• Code-39, Code-39 Checksum, Code-39 Full ASCII,
Code-39 Full ASCII Checksum
• Code-93, Code-93i
• Code-128
• Data Matrix
• EAN-8, EAN-13
• GS1 Data Bar, GS1 Data Bar Expanded, GS1 Data Bar
Limited
• ITF-14
• Micro PDF417
• Micro QR
• PDF417
• QR Code
• UPC-E
832
Salesforce Field Service Measure Lengths with Augmented Reality on the Field Service
Mobile App
Measure Lengths with Augmented Reality on the Field Service Mobile App
Mobile workers can use augmented reality to measure between two or more points directly from
EDITIONS
the Field Service mobile app.
Instruct your mobile workers to tap the Measure global action and point their camera at the required Available in: both Salesforce
object. They can then copy the measurement to their clipboard and paste it into the required field. Classic (not available in all
orgs) and Lightning
Note: If you don’t want your mobile workers to use the Measure action, contact Salesforce Experience
Customer Support to disable the feature.
The Field Service core
features, managed
Considerations for Using the Measure Action package, and mobile app
are available in Enterprise,
• The action is supported on iPhone 11 and later with LiDAR support.
Unlimited, and Developer
• Measurement accuracy can vary depending on lighting, contrast, and other environmental Editions.
conditions.
To access the Field Service
• The action measures only straight lines and rectangular shapes. mobile app, users need the
• The measurement is a total of all the captured lines and doesn’t show the length of each line Field Service Mobile user
individually. license.
• The unit of measurement is taken from the device’s locale.
• For security purposes, after copying the measurement to the clipboard, you can paste the
measurement only into a field in the Field Service mobile app.
• Mobile workers must grant the app permission to access the device’s camera.
Initial Field Values in the Field Service Mobile App
The initial value shown in a field when running a quick action depends on several factors.
EDITIONS
When running a quick action from the mobile app, like for creating a work order, it can be difficult
to identify where initial field values come from. Fields can have default values that you can find Available in: both Salesforce
using Object Manager. Also, quick actions can have predefined values for fields. We try to use a Classic (not available in all
predefined value as the initial value, and only use a different value when no predefined value exists orgs) and Lightning
or when offline. Experience
The following table lists the initial field values given different criteria. The Field Service core
features, managed
Action Does a Predefined Initial Online Value Initial Offline Value package, and mobile app
Value Exist? are available in Enterprise,
Unlimited, and Developer
Create a new record Yes Predefined Value* None Editions.
No Default Value None To access the Field Service
mobile app, users need the
Update an existing Yes Predefined Value* Existing Value
Field Service Mobile user
record
No Existing Value Existing Value license.
833
Salesforce Field Service Data Capture (Beta)
* Predefined values can contain formulas. A blank value appears if the server can’t resolve the formula.
SEE ALSO:
Set Predefined Field Values for Quick Action Fields
Data Capture (Beta)
With the Data Capture flow type in Flow Builder, create dynamic forms that work online or offline.
EDITIONS
Note: Data Capture is a pilot or beta service that is subject to the Beta Services Terms at
Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, Available in: Lightning
and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Experience in Enterprise,
Unlimited, and Developer
Customer's sole discretion.
Editions.
Data Capture flows configure the Form tab, which mobile workers can access via the Work Order
Overview or the related list on a work order line item or service appointment. Build forms that follow
conditional logic, tailoring additional questions based on how the user answers prior questions. From safety protocol to environmental
assessment, Data Capture tailors forms to match the task, so mobile workers can get the job done faster.
Set Up Data Capture (Beta)
Use the Dynamic Data Capture object to create and customize the Form tab on Work Order Overview and the related list on Service
Appointment and Work Order Line Item.
Build a Data Capture Flow (Beta)
Data Capture presents mobile workers with dynamic, responsive forms that work online or offline. You can also apply conditions to
control when a flow takes a specific decision.. To build a form with Data Capture, use the Data Capture flow in Flow Builder.
Data Capture Flow Screen Components (Beta)
The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they
have fewer properties than standard screen components.
Discovery Framework Based Data Capture with Field Service Mobile App (Beta)
With Assessment Questions and the Discovery Framework Data Capture Flow process type in Flow Builder, build dynamic and
responsive forms. Your mobile workers can use these forms on the Field Service Mobile app to efficiently collect data from customers,
even in areas with poor or no internet connectivity.
Set Up Data Capture (Beta)
Use the Dynamic Data Capture object to create and customize the Form tab on Work Order Overview
EDITIONS
and the related list on Service Appointment and Work Order Line Item.
To assign Data Capture flows to users, you must add the Form junction object to your parent record Available in: Lightning
(such as a work order, work order line item, or service appointment) page layout. The Form junction Experience in Enterprise,
object allows you to link a parent record with a form you build in Flow Builder. Unlimited, and Developer
Editions.
To add the Form junction object to the parent record, follow these steps.
1. From Setup, in the Quick Find box, type Object and select Object Manager.
USER PERMISSIONS
2. Search for your parent record (work order, work order line item, or service appointment).
To create Data Capture
3. Select Page Layouts, and then choose a page layout you want to add the Form tab to.
flows:
4. Click Related Lists, and then drag Forms onto your page layout. • Field Service Standard
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Salesforce Field Service Data Capture (Beta)
You’re ready to create and assign Data Capture flows.
Note: Data Capture relies on Briefcase Builder to prime records for offline use. See Briefcase Builder.
Build a Data Capture Flow (Beta)
Data Capture presents mobile workers with dynamic, responsive forms that work online or offline.
EDITIONS
You can also apply conditions to control when a flow takes a specific decision.. To build a form with
Data Capture, use the Data Capture flow in Flow Builder. Available in: Lightning
1. From Setup, in the Quick Find box enter and select Flow Builder. Experience in Enterprise,
Unlimited, and Developer
2. Add a flow, and then select the Data Capture (Beta) flow type.
Editions
3. Add components to your form, and set their respective properties. For example, add Date &
Time to let mobile users input a date or range of dates. Data Capture flow supports conditional
visibility. See Define Conditions in a USER PERMISSIONS
To create Data Capture
flows:
• Field Service Standard
.w
o. lF
4. Save and activate the flow.
Make sure that only Data Capture flow types are linked with the junction object to properly initialize all Data Capture flows as Lightning
Web components (LWCs).
5. Test the form by navigating to a work order on the mobile app and launching the form.
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Salesforce Field Service Data Capture (Beta)
Admin profiles and users with the Manage Flow permission can assign the form using the related list on work order, work order line
item, or service appointment. You can also access the form from the related list on service appointment or work order line item.
Data Capture Flow Screen Components (Beta)
The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have
fewer properties than standard screen components.
Data Capture supports conditional visibility for these screen components.
Component Description
Address Enter an address or latitude and longitude of a location.
Checkbox Select one option.
Checkbox Group Select multiple options.
Date Select a date or date range.
Date & Time Select a date and a time.
Long Text Enter up to 1,000 characters.
Numeric Enter a number.
Radio Buttons Select one option.
Short Text Enter up to 255 characters.
Upload File Upload and attach files to records.
Discovery Framework Based Data Capture with Field Service Mobile App (Beta)
With Assessment Questions and the Discovery Framework Data Capture Flow process type in Flow
EDITIONS
Builder, build dynamic and responsive forms. Your mobile workers can use these forms on the Field
Service Mobile app to efficiently collect data from customers, even in areas with poor or no internet Available in: Lightning
connectivity. Experience
Note: Discovery Framework Based Data Capture is a pilot or beta service that’s subject to Available in: Enterprise and
the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement Unlimited Editions where
if executed by Customer, and applicable terms in the Product Terms Directory. Use of this Field Service, Discovery
pilot or beta service is at the Customer's sole discretion. Framework, Discovery
Discovery Framework Data Capture flows set up the Form tab, which the mobile workers can access Framework Import or Export,
and Discovery Framework
through the related list on a service appointment record. Create forms with conditional logic that
Data Capture Flow (Beta) are
adapt by presenting additional questions based on the user’s earlier answers. With Discovery
enabled.
Framework, you can track, store, and manage both questions and their answers, along with their
versions, for better auditability. Your Salesforce org doesn't require Omnistudio to be installed for
data capture with Discovery Framework.
Complete the Prerequisites for Discovery Framework Based Data Capture (Beta)
Give your mobile workers access to the Field Service Mobile app by assigning the right user license and permissions.
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Salesforce Field Service Data Capture (Beta)
Create Assessment Questions
Define dynamic questions that can be easily integrated into the flows and forms used by the mobile workers in the Field Service
Mobile app. These questions form the backbone of a structured questionnaire that's essential for capturing specific and consistent
information during service appointments.
Build a Discovery Framework Data Capture Flow (Beta)
Offer your mobile workers dynamic and responsive forms that can be used online or offline. You can also set conditions to guide
specific decisions within the flow. To build a form with Discovery Framework Data Capture, use the Discovery Framework Data
Capture Flow process type in Flow Builder.
Set Up Discovery Framework Based Data Capture (Beta)
Use the Dynamic Data Capture object to create and customize the Form tab on the related list of a service appointment record.
Create Service Appointments for Your Mobile Workers
Service appointments are field service visits to customers and include scheduling and assignment details. Work orders outline the
work to be done. A single work order can have multiple service appointments, depending on the job. For instance, if a customer
orders installation of multiple devices, each visit is a separate service appointment.
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Salesforce Field Service Data Capture (Beta)
Complete the Prerequisites for Discovery Framework Based Data Capture (Beta)
Give your mobile workers access to the Field Service Mobile app by assigning the right user license
EDITIONS
and permissions.
1. Enable Field Service to start using Field Service features. See Enable Field Service. Available in: Lightning
Experience
2. Give your mobile workers access to the Field Service Mobile app by assigning the right user
license and permissions. See Give Users Access to the Field Service Mobile App. Available in: Enterprise and
3. Enable Discovery Framework. Unlimited Editions where
Field Service, Discovery
4. Enable Discovery Framework Import or Export settings. Framework, Discovery
5. Authorize your users to create screen flows with Discovery Framework Data Capture Flow Framework Import or Export,
process type that presents assessment questions from Discovery Framework. and Discovery Framework
Data Capture Flow (Beta) are
a. From Setup, in the Quick Find box, enter Discovery Framework, and then select enabled.
General Settings.
b. Turn on Discovery Framework Data Capture Flow (Beta).
USER PERMISSIONS
To enable Field Service,
SEE ALSO: Discovery Framework,
Discovery Framework and Assessments Import or Export, Discovery
Framework Data Capture
Set Up Field Service
Flow (Beta)
• Customize Application
AND
Field Service Mobile
AND
Field Service Standard
To assign permission sets:
• Assign Permission Sets
AND
View Setup and
Configuration
838
Salesforce Field Service Data Capture (Beta)
Create Assessment Questions
Define dynamic questions that can be easily integrated into the flows and forms used by the mobile
EDITIONS
workers in the Field Service Mobile app. These questions form the backbone of a structured
questionnaire that's essential for capturing specific and consistent information during service Available in: Lightning
appointments. Experience
Structured questions guide mobile workers through the data collection process, reducing the
Available in: Enterprise and
likelihood of errors and omissions.
Unlimited Editions where
• Use the Discovery Framework to create questions. See Create assessment questions. Field Service, Discovery
Framework, Discovery
Framework Import or Export,
and Discovery Framework
Data Capture Flow (Beta) are
enabled.
USER PERMISSIONS
To create questions
• Financial Services Cloud
Extension OR FSC Sales
OR
Health Cloud Foundation
OR
Industries Assessment
OR
Product Catalog
Management Designer
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Salesforce Field Service Data Capture (Beta)
Build a Discovery Framework Data Capture Flow (Beta)
Offer your mobile workers dynamic and responsive forms that can be used online or offline. You
EDITIONS
can also set conditions to guide specific decisions within the flow. To build a form with Discovery
Framework Data Capture, use the Discovery Framework Data Capture Flow process type in Flow Available in: Lightning
Builder. Experience
Before you begin, complete the preliminary tasks required for data capture with Discovery Framework
Available in: Enterprise and
Data Capture Flow. on page 838
Unlimited Editions where
1. From Setup, find and select Flows. Field Service, Discovery
Framework, Discovery
2. Click New Flow, and then select Start From Scratch.
Framework Import or Export,
3. Click Next. and Discovery Framework
4. Select Discovery Framework Data Capture Flow (Beta) flow type, and click Create. Data Capture Flow (Beta) are
enabled.
5. Add a Screen element in your flow.
6. Enter a label and an API name for the screen element.
USER PERMISSIONS
7. Click More, and then select Questions.
To create Discovery
Framework Data Capture
Flow
• Field Service Mobile
AND
Field Service Standard
8. Drag the required assessment questions to the flow canvas.
9. Set the required properties for each question. For example, you can mark a question as required if the user must add a response to
the question to save the form.
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Salesforce Field Service Data Capture (Beta)
10. Click Done.
11. Save your changes.
12. Enter a flow label and an API name, and then save the flow.
13. Activate the flow.
Set Up Discovery Framework Based Data Capture (Beta)
Use the Dynamic Data Capture object to create and customize the Form tab on the related list of
EDITIONS
a service appointment record.
To assign Discovery Framework Data Capture flows to users, add the Form junction object to the Available in: Lightning
service appointment record page layout. The Form junction object links a parent record with a form Experience
you build in Flow Builder.
Available in: Enterprise and
1. From the object management settings for Service Appointment, go to Page Layouts. Unlimited Editions where
2. Select the record page layout where you want to add the Form tab. Field Service, Discovery
Framework, Discovery
3. Click Related Lists, and then drag Forms to your page layout. Framework Import or Export,
4. Save your changes. and Discovery Framework
Data Capture Flow (Beta) are
enabled.
USER PERMISSIONS
To use the Dynamic Data
Capture object
• Field Service Mobile
AND
Field Service Standard
To update record page
layouts
• Customize Application
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Salesforce Field Service Data Capture (Beta)
Create Service Appointments for Your Mobile Workers
Service appointments are field service visits to customers and include scheduling and assignment
EDITIONS
details. Work orders outline the work to be done. A single work order can have multiple service
appointments, depending on the job. For instance, if a customer orders installation of multiple Available in: Lightning
devices, each visit is a separate service appointment. Experience
1. From the App Launcher, find and select Service Appointments.
Available in: Enterprise and
2. Add a service appointment. Unlimited Editions where
3. Select a parent record. Field Service, Discovery
Framework, Discovery
Service appointments can be added to work orders, work order line items, opportunities, leads, Framework Import or Export,
accounts, or assets. By associating service appointments with work orders or work order line and Discovery Framework
items, you can use Field Service mobile and Field Service scheduling logic that’s available only Data Capture Flow (Beta) are
when a work order or work order line item is used. enabled.
4. Enter an earliest start permitted date and time, and a due date and time for the appointment.
5. On the Related tab of the service appointment record, add a new form. USER PERMISSIONS
6. Enter a name for the form. To create service
appointments:
7. Select the screen flow that you created by using the Discovery Framework Data Capture Flow
• Create on service
process type as the action definition.
appointments
To create, update or delete
assigned resources:
• Edit on service
appointments
AND
Read on service
resources
842
Salesforce Field Service Download the Field Service Connected App
Your mobile workers are ready to launch the Discovery Framework Data Capture form on the Field Service Mobile app. They can launch
it from the Related tab on a service appointment record.
SEE ALSO:
Create Service Appointmentsfor Field Service
Using the Field Service Mobile App
Download the Field Service Connected App
Before you configure user access and customize the Field Service mobile app, download the
EDITIONS
connected app.
The connected app provides push notifications, geolocation services, and other app settings related Available in: both Salesforce
to service report generation and app customization. If your team uses mobile devices, open a new Classic (not available in all
incognito or private browser window and download the connected app for Field Service. If you orgs) and Lightning
want to use a sandbox, change login.salesforce.com to test.salesforce.com Experience
Note: Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric The Field Service core
custom attribute to the connected app. features, managed
package, and mobile app
Apple and Google Maps provide high-level routes and ETAs in the Field Service mobile app. Android are available in Enterprise,
users require additional setup to get this functionality. Unlimited, and Developer
• Apex Rest Services permission enabled for their profile with access to these classes: Editions.
– FSL_RESTController_GoogleApis_Directions To access the Field Service
– FSL_RESTController_GoogleApis_Requestor mobile app, users need the
Field Service Mobile user
– FSL_RESTController_GoogleApis_Geo license.
SEE ALSO: USER PERMISSIONS
Give Users Access to the Field Service Mobile App
To install connected apps
Using the Field Service Mobile App and update user
Set Apex Class Access from the Class List Page permissions:
• Customize Application
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Salesforce Field Service Give Users Access to the Field Service Mobile App
Give Users Access to the Field Service Mobile App
To give your mobile workforce access to the Field Service mobile app, set them up with the right
EDITIONS
user license and permissions. These steps also apply to Experience Builder site users.
1. Create a permission set. Available in: both Salesforce
Classic (not available in all
a. From Setup, in the Quick Find box, enter Permission Sets, and then select
orgs) and Lightning
Permission Sets.
Experience
b. Click New.
The Field Service core
c. Enter a name. For example, enter Field Service Mobile. The API name is populated features, managed
for you. package, and mobile app
d. For License, select Field Service Mobile. are available in Enterprise,
Unlimited, and Developer
e. Save the permission set. Editions.
2. Enable the required system permissions. To access the Field Service
a. In the permission set, click System Permissions, and then click Edit. mobile app, users need the
Field Service Mobile user
b. Select these system permissions: Field Service Standard, Field Service Mobile, and API license.
Enabled.
c. Save your changes.
USER PERMISSIONS
3. Customize the object permissions.
To create permission sets:
a. In the permission set, click Object Settings. • Manage Profiles and
b. Click an object’s name to modify its permissions. Permission Sets
To manage users:
c. Save your changes.
• Manage Users
At a minimum, mobile users need the permissions in this table. You can assign additional
To create service resources:
permissions to objects such as assets, accounts, and products, according to your business
• Create on service
needs.
resources
Object Name Object Permission Field Permission Needed
Needed
Contact Read Email, Name, Phone, Title,
Mobile
Service Appointment Read Appointment Number,
Created By, Created Date,
Parent Record, Parent Record
Type, Parent Record Status
Category
Service Appointment Read, Edit Address, Contact, Owner,
Scheduled Start, Scheduled
End, Status, Work Type
Service Resource Read, Edit Active, User
Work Order Read, Create, Edit None
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Salesforce Field Service Give Users Access to the Field Service Mobile App
4. Assign the permission set to the mobile users.
a. Click Manage Assignments, and then click Add Assignments.
b. Select all of the mobile users.
c. Click Assign.
5. Create a service resource record for each user.
Note: To use the Field Service mobile app, each user needs Read access to their service resource record. If you have Service
Resources set to Private in Sharing Settings, see Manual Sharing for how to give your users Read access, or consider implementing
sharing rules.
6. (Android only) Add Apex class access for users that need the Google Maps functionality.
a. Create a permission set.
b. In the permission set, click Apex Class Access.
c. Click Edit.
d. Add these Apex classes to the list of Enabled Apex Classes. These classes enable the Android Salesforce Field Service mobile app
to securely access directions and geo-coding information through Google Maps APIs:
FSL_RESTController_GoogleApis_Directions, FSL_RESTController_GoogleApis_Geo, and
FSL_RESTController_GoogleApis_Requestor.
e. Assign the permission set to Android users.
f. Save your changes.
Give Contractor Service Resources Access to the Field Service Mobile App
The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data
with contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database
and give them the access they need.
SEE ALSO:
Set Up Inventory Access for Mobile Workers
Field Service Permission Set Licenses
Granting Access to Records with Manual Sharing
Create Sharing Rules
Give Contractor Service Resources Access to the Field Service Mobile App
The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data with
contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database and
give them the access they need.
Create an Account and Contacts
Create an account that represents the contractor, something like Widget Corporation Contracting. Then create contacts linked to the
account. Create at least one contact for the contractor manager. If other contractors need access to Experience Builder sites, create
contacts for each user.
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Salesforce Field Service Give Users Access to the Field Service Mobile App
Set up Access and Permissions
Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner
Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution with
your company. Community licenses are required to access Experience Cloud sites.
Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service Mobile
permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors (recommended)
and configure their object permissions.
Granting Access and Permissions to Contractors
To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions.
Granting Access and Permissions to Contractors
To give your mobile workforce access to the Field Service mobile app, set them up with the right
EDITIONS
user license and permissions.
1. Assign the Field Service user license to the user. Available in: both Salesforce
Classic (not available in all
2. Create a Field Service permission set.
orgs) and Lightning
a. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets. Experience
b. Click New. The Field Service core
c. Select the appropriate Field Service Mobile license for your contractor from the picklist, features, managed
whether that’s Customer Community Plus or Partner Community package, and mobile app
are available in Enterprise,
d. Click Save.
Unlimited, and Developer
e. Click System Permissions, then click Edit. Editions.
f. Select the Field Service Standard and Field Service Mobile system permissions.
g. Click Save. USER PERMISSIONS
3. Customize the permission set’s object permissions by clicking Object Settings, then click an To grant access to
object’s name to modify its permissions. contractors
• Customize Application
4. Assign the permission set to your mobile app users:
a. Click Manage Assignments, and then click Add Assignments.
b. Select all users who need the app permission set.
c. Click Assign.
5. Make sure the user has the API Enabled system permission set enabled. This permission set is assigned from either the user profile
or other permission set which includes the API Enabled system permission.
a. Click System Permissions.
b. Click Edit.
c. Select API Enabled.
d. Click Save.
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Salesforce Field Service Generating Revenue from the Field Service Mobile App
Generating Revenue from the Field Service Mobile App
Give your mobile workers ways to upsell your business directly from the app.
EDITIONS
Set Up Mobile Quoting for Field Service Mobile Workers (Beta) Available in: both Salesforce
Let your mobile workers create quotes for customers directly from the Field Service mobile app Classic (not available in all
without contacting customer services. orgs) and Lightning
Experience
Set Up Lead and Opportunity Creation for Field Service Mobile Workers
Use a flow template that guides your mobile workers through creating leads and opportunities The Field Service core
for potential customers directly from the app, without contacting customer services. features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
Set Up Mobile Quoting for Field Service Mobile Workers (Beta)
Let your mobile workers create quotes for customers directly from the Field Service mobile app
EDITIONS
without contacting customer services.
Note: This feature is a Beta Service. Customer may opt to try such Beta Service in its sole Available in: both Salesforce
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided Classic (not available in all
orgs) and Lightning
at Agreements and Terms.
Experience
1. Enable the Lightning web component permission set and assign it to mobile workers.
The Field Service core
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. features, managed
b. Select the permission set assigned to mobile workers. See Give Users Access to the Field package, and mobile app
Service Mobile App. are available in Enterprise,
Unlimited, and Developer
c. Click System Permissions, and then click Edit.
Editions.
d. Select Lightning SDK for Field Service Mobile.
To access the Field Service
e. Save your changes. mobile app, users need the
f. Make sure that this permission set is assigned to all mobile workers who use Lightning web Field Service Mobile user
components. license.
2. Make sure that the look and feel is consistent with your Field Service app.
a. From Setup, in the Quick Find box, enter Field Service, and then select Field Service USER PERMISSIONS
Setting. To set up mobile quoting:
b. Under Lightning Web Components, select Override default styling. • Customize Application
3. Enable using quotes.
a. From Setup, in the Quick Find box, enter Quotes, and then select Quotes Settings.
b. Select Enable Quotes.
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Salesforce Field Service Generating Revenue from the Field Service Mobile App
Make sure that all mobile workers who are creating quotes have the Salesforce user license.
If you don’t select Create Quotes Without a Related Opportunity, instruct your mobile workers to fill in the Opportunity ID
field when creating a quote.
4. Let mobile workers create and access quotes from a work order.
a. From Setup, go to the Object Manager tab.
b. Select the Work Order object, and then go to Page Layouts.
c. Open the mobile worker layout.
d. From Salesforce Mobile and Lightning Experience Actions, drag New Quote (Beta) into the Quick Actions section.
e. Add Quotes to the Related Lists section.
5. Make sure that the mobile workers can access the required objects and fields.
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. Create a permission set.
c. In the new permission set, under Apps, click Object Settings.
d. In the Price Book object, under Object Permissions, select Read.
e. In the Price Book Entry object, under Field Permissions, select Read Access for these fields: Price Book, Product, and Product
Code.
f. In the Product object, under Object Permissions, select Read.
Under Field Permissions, select Read Access for these fields: Product Description, Product Family, Product Name, and Quantity
Unit Of Measure.
g. In the Quote object, under Object Permissions, select Read, Create, and Edit.
Under Field Permissions, select Read Access and Edit Access for the fields that are included in the Quotes object page layout
that’s assigned to the mobile workers. Make sure you give permissions to the Related Work field even if it’s not on the layout.
h. In the Quote Line Item object, under Field Permissions, select Read Access and Edit Access for these fields: Product, Quantity,
Quote Name, and Sales Price.
i. In the Work Order object, under Object Permissions, select Read.
Under Field Permissions, select Read Access for these fields: Price Book and Contact.
j. Assign the permission set to the mobile workers.
6. Share the relevant price book with the mobile workers. See Guidelines for Sharing Price Books.
7. In the Price Book field of each work order, find and select the relevant price book.
8. Set up the mobile worker page layout for quotes.
a. From Setup, go to the Object Manager tab.
b. Select the Quote object, and then go to Page Layouts.
c. Open the layout that’s assigned to mobile workers.
d. Add the fields that you want the mobile worker to fill in when they’re creating the quote. Make sure you add the Name field.
Keep these considerations in mind.
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Salesforce Field Service Generating Revenue from the Field Service Mobile App
• To let mobile workers create a quote when they’re offline, you must prime the Pricebook2, Pricebook Entry, and Product2 data. To
let mobile workers select the data when they’re offline, you must prime the lookup fields that are included in the Quote object’s
page layout. See Work with Offline Priming in the Field Service Mobile App.
• Mobile workers must be online the first time that they click the New Quote quick action. After that, they can be offline when creating
quotes.
• Mobile workers must be online when opening the preview of the quote.
• We strongly recommend not making changes to the price book throughout the workday. When the mobile worker is offline, changes
aren’t reflected in the app. The final prices in the quote are determined according to the saved price book.
Set Up Lead and Opportunity Creation for Field Service Mobile Workers
Use a flow template that guides your mobile workers through creating leads and opportunities for
EDITIONS
potential customers directly from the app, without contacting customer services.
1. Copy the flow. Available in: both Salesforce
Classic (not available in all
a. From Setup, in the Quick Find box, enter Process Automation, and then select
orgs) and Lightning
Flows.
Experience
b. Open the Field Service Mobile: Create Leads and Opportunities flow template.
The Field Service core
c. Click Save As and create your own version of the flow based on the template. features, managed
package, and mobile app
2. Create a quick action and add it to the mobile worker’s layout.
are available in Enterprise,
a. From the object management settings for service appointments, go to Buttons, Links, and Unlimited, and Developer
Actions. Editions.
b. Click New Action. To access the Field Service
c. For Action Type, select Flow. mobile app, users need the
Field Service Mobile user
d. For Flow, select the copy of the flow that you created. license.
e. Enter a label.
The name is populated based on the label.
USER PERMISSIONS
f. Save the action.
To set up lead and
g. From Page Layouts, open the mobile workers’ layout. opportunity creation:
h. From Salesforce Mobile and Lightning Experience Actions, drag the action that you created • Customize Application
onto the layout.
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Salesforce Field Service Customize the Field Service Mobile App
Customize the Field Service Mobile App
Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and
EDITIONS
create unique mobile experiences for different user profiles.
Note: Available in: both Salesforce
Classic (not available in all
• Users must re-log in to the app to receive metadata updates like page layout changes. orgs) and Lightning
• Salesforce doesn’t recommend manually deleting metadata. If the mobile device goes Experience
offline immediately after metadata is deleted, data may not be available until the device
The Field Service core
is back online. After metadata is deleted, refresh all application tabs—Schedule, Inventory,
features, managed
and Profile—by pulling down on each screen.
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Customize and Extend the Field Service Mobile App with Lightning Web Components
Editions.
Lightning web components (LWCs) let you create your own experiences using Quick Actions
to customize the app to meet your business needs. LWCs represent the best of the Salesforce To access the Field Service
platform, bringing modern web standards in performant, modular components that are easy mobile app, users need the
to build. Field Service Mobile user
license.
Custom List Views Management
List views are a great way to view, sort, and prioritize the information that is most important to
your mobile workers.
Set Up the Field Service Mobile Widget
Let mobile workers view their next appointment’s details, update the status of appointments from Dispatched to En Route, and
navigate to appointments directly from the home screen.
Set Up Inventory Access for Mobile Workers
Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example,
give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current.
Inventory management is supported on both Android and iOS.
Set Up Multiple Inventory Locations
By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile
workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services
to multiple vendors or want separate inventories for different types of work.
Customize the Field Service Mobile App by User Profile
Assign unique configurations of mobile app settings to different user profiles to accommodate the needs of contractors, supervisors,
and other app users.
Customize Tabs with the Field Service Mobile App Builder
The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab navigation and give users quick
access to screens and records based on their role.
Customize Screens in the Field Service Mobile App
Control which fields users see in the Field Service mobile app by updating page and search layouts.
Add a Profile Tab Background Image in the Field Service Mobile App
Add a background image to customize the Profile Tab in the Field Service Mobile App.
Customize Push Notifications for the Field Service Mobile App
Push notifications alert your mobile workforce to approaching appointments and scheduling changes.
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Salesforce Field Service Customize the Field Service Mobile App
Track Service Resource Geolocation with the Field Service Mobile App
Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.
Set Up Custom Actions in the Field Service Mobile App
Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions
are displayed in a predefined order in the action launcher on record pages in the app.
Set Up Automatic Status Change
Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers
can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back
office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers.
Set Up Service Appointment Bundling for Mobile Workers
To give mobile workers access to the bundled service appointments in the Field Service mobile app, you update the service
appointment layout and add field permissions for mobile users.
Set Up Geolocation-Based Actions for Field Service Mobile Workers
Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or
after their service appointments.
SEE ALSO:
Using the Field Service Mobile App
Customize and Extend the Field Service Mobile App with Lightning Web Components
Lightning web components (LWCs) let you create your own experiences using Quick Actions to
EDITIONS
customize the app to meet your business needs. LWCs represent the best of the Salesforce platform,
bringing modern web standards in performant, modular components that are easy to build. Available in: both Salesforce
Watch the video to see how LWCs can let your mobile workers find nearby records, add images to Classic (not available in all
a record, and reschedule an appointment directly from the Field Service mobile app. orgs) and Lightning
Experience
Watch a video
The Field Service core
features, managed
What Can I Do with LWCs in the Field Service Mobile App? package, and mobile app
are available in Enterprise,
You can create custom components that are accessed from the Actions menu. The Actions menu Unlimited, and Developer
is available globally and on record detail pages. Editions.
Lightning Web Components in Salesforce allow you to create a wide range of actions tailored to To access the Field Service
your specific needs. They are versatile and can function seamlessly even when mobile devices are mobile app, users need the
offline. With LWCs, you can perform tasks such as adding annotations to images for service reports, Field Service Mobile user
ordering parts, contacting subject matter experts (SMEs), and creating custom dashboards for your license.
mobile workers, as shown in the example image.
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Salesforce Field Service Customize the Field Service Mobile App
Work with LWCs
Use the resources in the following table to learn about LWCs for the Field Service mobile app or find a partner who can help.
Task Where to Find It
Learn about and develop with LWCs. Salesforce Developers: Lightning Web Components Developer
Guide
Get started with LWCs for mobile apps Salesforce Developers: Mobile and Offline Developer Guide
Get Started with LWCs for Field Service Field Service Developer Guide: Get Started with Lightning Web
Components in the Field Service Mobile App
Find a Partner to help you develop with LWCs. Find the right Salesforce expertise: Salesforce Partners
Custom List Views Management
List views are a great way to view, sort, and prioritize the information that is most important to your
EDITIONS
mobile workers.
Available in: both Salesforce
Viewing Records Classic (not available in all
orgs) and Lightning
In a list view, you can view details about a record by clicking it. You see only the data that you have Experience
access to. You can view records that you own, have read or write access to, or are shared with you.
List views also include records owned by or shared with users in roles below you in the hierarchy. The Field Service core
The fields you see depend on your page layout and field-level security settings. features, managed
package, and mobile app
When you access a tab, the default list view assigned to the object is shown. To switch to a different are available in Enterprise,
list view, click the app bar and then select from the available lists. Unlimited, and Developer
Editions.
Searching List Views To access the Field Service
Use the list view search box to search for records in a list view. Click the search box, enter your query, mobile app, users need the
and press Enter. The list view search looks at all searchable fields even if the corresponding columns Field Service Mobile user
license.
aren’t shown in the list view. In your search, you can enter any special character except for the %
since it’s treated as a wildcard.
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Salesforce Field Service Customize the Field Service Mobile App
Considerations for Custom List Views
• Custom list view is supported for use only with the Lightning Web Components (LWC) framework. To use custom list views, the user
must have the Access Lightning Web Components for Field Service Mobile permission enabled.
• You can view and prime a maximum of 200 records per custom list view.
• To ensure optimal performance of your custom lists:
– Configure your list view to return the minimum number of records.
– Avoid using reference fields in the list view.
– Minimize the number of fields you use on each object.
• Custom lists sorted by Last Modified Date are always ordered newest to oldest, which is standard for all related lists.
• The Recently Viewed list view isn’t supported. When accessed, it doesn’t return records, and an error is returned.
• Limitations apply to what filter configurations are supported. When encountered, no records are returned and an error is shown.
Here’s a list of known filters that aren’t supported in mobile list views. Other filters not in this list can apply.
– A filter that uses a multiple currency field
– A filter that uses a locale and org-based date literal, such as
• THIS_WEEK
• THIS_FISCAL QUARTER
• LAST_WEEK
• THIS_WEEK
• NEXT_WEEK
– A filter that uses a polymorphic field
– A filter that uses a number n type date literal, such as
• LAST_N_QUARTERS
• NEXT_N_QUARTERS
• LAST_N_WEEKS
• NEXT_N_WEEKS
• LAST_N_YEARS
• NEXT_N_YEARS
• N_DAYS_AGO
• N_WEEKS_AGO
• N_MONTHS_AGO
• N_QUARTERS_AGO
• N_YEARS_AGO
– A filter that uses an unsupported scope
– In some cases, new records aren’t shown on certain custom list views. For example, in a Case custom list view that filters on
closed = false, a new offline Case record isn’t shown on the list view because closed isn’t populated. The filtering criteria don’t
apply to this record.
– In some cases, a record created offline doesn’t show all the details in the card for the record. For example, if a contact is created
with the first name and last name but the header of the card uses name only. The header can be blank because the name field
isn’t populated.
– Fields that have a reference that could be many different things, a reference to either a group or a user, aren’t supported.
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Salesforce Field Service Customize the Field Service Mobile App
Performance Considerations
• The number of objects in your database can impact the performance of custom list views.
• The number of fields entered when you’re performing a search can also affect performance.
• Your current network speed can affect the performance of network requests.
Set Up the Field Service Mobile Widget
Let mobile workers view their next appointment’s details, update the status of appointments from
EDITIONS
Dispatched to En Route, and navigate to appointments directly from the home screen.
Define a default list view that determines which fields are shown for each service appointment in Available in: both Salesforce
the widget. The three values separated by dots are determined by the order of the fields in the Classic (not available in all
default list view of the Field Service Mobile Settings that are associated with the mobile worker’s orgs) and Lightning
profile. Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To edit object permissions:
• Manage Profiles and
Permission Sets
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Salesforce Field Service Customize the Field Service Mobile App
1. Locate a list view that has the fields sorted according to the order that you want to show in the widget, or create one for this purpose.
a. From Field Service, open the Service Appointments tab.
b. From List View Controls, click New.
c. Enter the details.
Note: Copy the List API Name for later use.
d. Save the view.
e. From List View Controls, click Select Fields to Display.
f. Customize the view so that the second, third, and fourth columns show the fields that you want to include in the widget. The
first column is ignored for this purpose. In this example, Status is first, Subject is second, and Description is third.
2. Define this list view as the default.
a. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field Service Mobile Settings.
b. In the settings that are assigned to your mobile workers, click the arrow and select Show Details.
c. Under Customization, in Default List View Developer Name, enter the API name of the list view that you created.
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Salesforce Field Service Customize the Field Service Mobile App
Keep these considerations in mind.
• The Field Service mobile widget doesn’t support the use of custom status update workflows.
• If more service appointments are on today’s schedule but they’re in the Completed, Cannot Complete, or Canceled status categories,
the widget shows that nothing else is scheduled for today.
SEE ALSO:
Apple Developer Guide: Keeping a widget up to date
Add the Field Service Mobile Widget (Beta)
Set Up Inventory Access for Mobile Workers
Customize your page layouts and user permissions so that your team can take care of inventory
EDITIONS
management tasks. For example, give mobile workers the ability to log product consumption,
create product requests, and keep their service vehicle inventory current. Inventory management Available in: both Salesforce
is supported on both Android and iOS. Classic (not available in all
Before getting started, get to know Salesforce inventory management terms and processes. orgs) and Lightning
Experience
Show the Inventory Tab (Android and iOS) The Field Service core
features, managed
Let users view and update their inventory, log inventory consumption, and request parts from the package, and mobile app
Inventory tab. To see the Inventory tab, app users must be active service resources who are associated are available in Enterprise,
with a mobile inventory location. They must have at least Read access to product items or product Unlimited, and Developer
requests. The Inventory tab isn’t available offline. Editions.
A location represents a physical area where products are stored. Because field service workers To access the Field Service
typically bring products with them in their vehicle, you can create a field location type to represent mobile app, users need the
their inventory, such as a vehicle or toolbox. Field Service Mobile user
1. From the full Salesforce site, click the Service Resources tab. license.
2. On a service resource, click Edit.
3. In the Location lookup field, enter a location that has both Inventory Location and Mobile USER PERMISSIONS
Location selected. To update page layouts:
Note: If you don’t see the Location field, add it to your service resource page layout. • Customize Application
To update connected apps:
• Customize Application
AND either
Modify All Data
OR
Manage Connected
Apps
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Salesforce Field Service Customize the Field Service Mobile App
Because this service resource is associated with the location, the user sees the Inventory tab in the app.
Manage Inventory in the Field (Android and iOS)
To let service resources who are associated with a mobile inventory location manage their inventory, you create product items that
represent the stock. Each product item is linked to a location, such as a van or warehouse, and to a specific inventory product. When
you create product items, you can track inventory usage and restock when necessary.
Note: To search by a product code, it must be added to the Product Search Layout. Inventory lists in the Field Service mobile app
shows up to 1,000 products. To see inventory for locations added during an active mobile session, log out and then log back in.
1. On the Product Items tab in the full Salesforce site, create product items for the mobile inventory location associated with the service
resource. For example, if Service Van 42 contains 30 batteries, create a product item associated with the Service Van 42 location and
the Battery product.
2. To let your team create or update the product items representing their inventory, assign the object permissions listed in Create
Product Items to Represent Inventory.
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Salesforce Field Service Customize the Field Service Mobile App
Log Product Consumption (Android and iOS)
You can let users who are associated with a mobile inventory location create product consumed records from the field service app.
1. Add the Products Consumed related list to the work order page layout to make it visible in the Products and Related tabs of the
work order carousel.
2. Assign the user the object permissions listed in Track Inventory Consumption in Field Service.
Let Users Add Required Products (Android and iOS)
If a particular product is required to complete a work order or work order line item, add it as a required product. You can let your team
create product-required records.
1. Add the Products Required related list to work order and work order line item page layouts.
2. Assign the user the object permissions listed in Track Required Inventory in Field Service.
Hide the Inventory Tab (Android and iOS)
If your mobile workers no longer require access to the Inventory tab, you can hide it. After you complete the steps, users must log out
and log in to the Field Service mobile app to see the changes.
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Field Service Mobile License. Then, go to Object
Settings, and remove access for Product Item and Product Requests.
2. In the Quick Find box, enter Service Resource Layout. Remove the Location field from the Field Service layout.
3. To clear the cache metadata in the mobile app, go to Settings in the Profile. Select Advanced Settings, and then select Clear
Cached Metadata.
SEE ALSO:
Set Up Your Field Service Inventory
Set Up Product Requests in the Field Service Mobile App
Set Up Multiple Inventory Locations
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Salesforce Field Service Customize the Field Service Mobile App
Set Up Multiple Inventory Locations
By default, all products consumed for a work order or work order line item come from the same
EDITIONS
location. However, you can let mobile workers log product consumption from multiple locations.
You might want to do this when, for example, workers provide services to multiple vendors or want Available in: both Salesforce
separate inventories for different types of work. Classic (not available in all
1. Enable multiple inventory locations in the connected app. orgs) and Lightning
Experience
a. From Setup, enter Connected Apps in the Quick Find box, then select Connected
Apps. The Field Service core
features, managed
b. Click Salesforce Field Service for iOS or Salesforce Field Service for Android.
package, and mobile app
c. Scroll to the custom attribute list, and click New. are available in Enterprise,
d. Enter the attribute key ENABLE_MULTIPLE_LOCATIONS. Unlimited, and Developer
Editions.
e. To enable consuming parts from multiple locations, enter the attribute value TRUE.
To access the Field Service
When this setting is enabled, users see the following locations for product items in their
mobile app, users need the
search results.
Field Service Mobile user
• Locations that belong to the same hierarchy as the user’s own location license.
• Locations that are associated with a work order on the user’s schedule
• Locations that are associated with the user’s service territory USER PERMISSIONS
2. Create a parent location. To update page layouts:
• Customize Application
a. From the App Launcher, find and open Locations.
To update connected apps:
b. Click New. • Customize Application
c. Enter the details for your new location. AND either
• For Location Name, enter a name for your location. Modify All Data
• For Location Type, select which type of location it is. OR
• For Time Zone, select the time zone that the location is in. Manage Connected
Apps
• Select Inventory Location and Mobile Location.
• Optionally, enter a description and driving directions for the location.
d. Click Save.
3. Create child locations.
a. From the App Launcher, find and open Locations.
b. Click New.
c. Enter the details for each new location. For Parent Location, select the location that you created.
d. Click Save.
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Salesforce Field Service Customize the Field Service Mobile App
4. Create consignment locations. A consignment location represents an inventory location at the site of a work order or work order
line item. For example, you can use a consignment location for parts shipped directly to a work site.
a. From the App Launcher, find and open Locations.
b. Click New.
c. Enter the details for your new location. Select Inventory Location so that parts can be stored there.
d. Click Save.
5. Create product items for the consignment location.
a. From the App Launcher, find and open Product Items.
b. Click New.
c. Enter the details for your new product item.
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Salesforce Field Service Customize the Field Service Mobile App
• For Product Name, select a product.
• For Location, select the consignment location that you created.
• For Quantity on Hand, select the number of products available at that location.
• Optionally, select a Quantity Unit of Measure and enter the product's serial number.
d. Click Save.
6. Create cross-border locations. A cross-border location represents an inventory location that belongs to a specific service territory.
a. Add the Service Territory Locations related list to the Service Territory layout.
• From the Object Manager, enter Service Territory in the Quick Find box, and select Service Territory.
• Select Page Layouts.
• Select Service Territory Layout.
• Drag Service Territory Locations under Related Lists.
• Click Save.
b. Add a location to a service territory.
• From the App Launcher, find and open Service Territory.
• Select the service territory that you want to add a location to.
• Click Related.
• Next to Service Territory Locations, click New.
• Select a location.
• Click Save.
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Salesforce Field Service Customize the Field Service Mobile App
• For the setup to take effect, have each user log out and log back.
• Consuming product items from multiple locations is a beta feature. Up to 10 hierarchical locations or cross-border locations are
supported, with a maximum of 1,000 product items for each location.
• When a location is associated with a service resource, only direct parent-child locations are supported. Grandchild locations are not
supported.
• When a location is associated with a work order or a service territory location, parent-child relationships aren't used.
• Child locations of consignment locations and cross-border locations aren’t available in the app.
• To make a location available in the inventory tab in the app, select Mobile Location.
• For cross-border locations, don't select the Mobile Location field. When the Mobile Location field is selected, the location isn’t
available in the app.
Customize the Field Service Mobile App by User Profile
Assign unique configurations of mobile app settings to different user profiles to accommodate the
EDITIONS
needs of contractors, supervisors, and other app users.
For example, you can create a different branding experience for contractors, or assign particular Available in: both Salesforce
geolocation settings or app extensions to mobile workers versus supervisors. Alternatively, you can Classic (not available in all
use the same settings configuration for all users. orgs) and Lightning
Experience
1. From Setup, enter Field Service Mobile Settings in the Quick Find box,
then select Field Service Mobile Settings The Field Service core
features, managed
2. Your org comes with one settings configuration named Field Service Mobile Settings, which is
package, and mobile app
assigned to all user profiles by default.
are available in Enterprise,
a. To edit that configuration, click Edit. Unlimited, and Developer
b. To create a new configuration of mobile settings that can be assigned to different user Editions.
profiles, click New. To access the Field Service
mobile app, users need the
3. Update the label if desired.
Field Service Mobile user
For example, you might want two settings configurations named Supervisor Settings license.
and Technician Settings, respectively.
4. Update the settings as needed. USER PERMISSIONS
Note: To give app users edit access to their field service records, select Enable Full Edit To configure Field Service
on Records. If you want to restrict editing from the mobile app, don’t select this option. Mobile Settings:
• Customize Application
5. Click Save.
6. Click Mobile Settings Assignment, then click Edit Assignment to assign your settings
configurations to user profiles.
Learn More About Field Service Mobile Settings
Customize your Field Service Mobile Settings configurations to suit your users' needs.
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Salesforce Field Service Customize the Field Service Mobile App
Brand the Field Service Mobile App
Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your
company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.
SEE ALSO:
Brand the Field Service Mobile App
Track Service Resource Geolocation with the Field Service Mobile App
Set Up Custom Actions in the Field Service Mobile App
Learn More About Field Service Mobile Settings
Customize your Field Service Mobile Settings configurations to suit your users' needs.
EDITIONS
Field Service Mobile Settings Available in: both Salesforce
Classic (not available in all
Setting Description orgs) and Lightning
Experience
Information
The Field Service core
Label The name of the Field Service Mobile Settings features, managed
configuration. package, and mobile app
are available in Enterprise,
Name The developer name of the Field Service Mobile Settings Unlimited, and Developer
configuration. Editions.
Default Each user profile can be associated with only one Field To access the Field Service
Service Mobile Settings configuration. If selected, the mobile app, users need the
configuration is used as the default that's automatically Field Service Mobile user
assigned to users. license.
Branding Colors See Brand the Field Service Mobile App on page 866.
Additional Settings
Collect service resource geolocation Controls whether geolocation tracking of services
history resources is enabled.
Collect time zones for time sheet entries Controls whether time zones of work locations are
captured on time sheets.
Destination Type Determines if the mobile worker navigates to the
destination based on the address or the latitude and
longitude.
Display resource absences in Schedule Sets whether resource absences are combined with
view other work in the Schedule page of the app.
Enable full edit on records Controls whether users can edit records using the Field
Service mobile app.
Enable mobile time sheets Controls whether users can access time sheets on their
mobile devices.
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Salesforce Field Service Customize the Field Service Mobile App
Setting Description
Geolocation Accuracy Controls the accuracy of service resource geolocation tracking. Lowering
accuracy reduces battery consumption for mobile devices. The options are:
• Fine: Accurate to within 10 meters
• Medium: Accurate to within 100 meters
• Coarse: Accurate to within 1 kilometer
Geolocation Accuracy (Background Mode) Controls the accuracy of service resource geolocation tracking while the app
is running in the background. Lowering accuracy reduces battery consumption
for mobile devices. The options are:
• Medium: Accurate to within 100 meters
• Coarse: Accurate to within 1 kilometer
• Very Coarse: Accurate to within 3 kilometers
Geolocation Update Frequency in Minutes Controls the frequency between attempts to retrieve service resource
geolocation updates.
Geolocation Update Frequency in Minutes (Background Controls the frequency of attempts to retrieve service resource geolocation
Mode) updates while the app is running in the background. Lowering frequency
reduces battery consumption for mobile devices.
Metadata Cache Time in Days Controls the number of days that org metadata, such as layouts, is kept in
the app’s local cache.
Picklist Time Interval in Minutes Controls the spacing of picklist options for time values, such as when creating
resource absences.
Record Data Cache Time in Minutes Controls the number of minutes that record data is kept in the app’s local
cache.
Schedule Update Frequency Time in Minutes Controls the number of minutes between attempts to update a user’s
schedule.
Default List View Developer Name The API name of the default service appointment list view on the schedule
screen (optional).
Future Days in the Date Picker Controls the number of days into the future that a user can select from the
date picker on the schedule screen.
Past Days in the Date Picker Controls the number of days into the past that a user can select from the date
picker on the schedule screen.
Send appointment notifications on assignment If selected, workers are notified when they’re assigned to a service
appointment and when their assignment is changed or removed. They’re
not notified when they’re dispatched for the appointment. Followers of a
service appointment receive a separate notification regarding a service
appointment assignment to another worker.
Send appointment notifications on dispatch If selected, workers are notified when they’re dispatched for a service
appointment and when their assignment is changed or removed.
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Salesforce Field Service Customize the Field Service Mobile App
Setting Description
Service Appointment Priming
Default List View Developer Name The API name of the default service appointment list view on the schedule
screen (optional).
Future Days in the Date Picker Controls the number of days into the future that a user can select from the
date picker on the schedule screen.
Past Days in the Date Picker Controls the number of days into the past that a user can select from the date
picker on the schedule screen.
Document Builder Template Priming
Days Before Current Service Date Controls the number of days prior to the current service date that service
document templates related to the service appointment, work order, or work
order line item are primed for offline use.
Days After Current Service Date Controls the number of days after the current service date that service
document templates related to the service appointment, work order, or work
order line item are primed for offline use.
Maximum Number of Service Appointments Defines the maximum number of service appointments to prime service
document templates for.
Quick Status Change
Flow Name The name of an existing flow that the Quick Status Change action is applied
to.
App Extensions See Create App Extensions for the Field Service Mobile App on page 902.
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Salesforce Field Service Customize the Field Service Mobile App
Brand the Field Service Mobile App
Give the Field Service mobile app your company’s look and feel by customizing the colors used in
EDITIONS
the user interface. Apply your company colors or optimize the color scheme to compensate for the
relative brightness of your mobile workforce’s work environments. Available in: both Salesforce
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, Classic (not available in all
and select Field Service Mobile Settings. orgs) and Lightning
Experience
2. Click Edit next to the mobile settings configuration you want to modify, or New to set up a
new settings configuration. The Field Service core
Each configuration can be assigned to one or more user profiles. features, managed
package, and mobile app
3. Under Branding Colors, update the hex color code of each setting as needed. are available in Enterprise,
Unlimited, and Developer
Note: Each value must consist of the # symbol followed by six letters or numbers. Editions.
4. When you have entered values for every token you wish to modify, click Save. To access the Field Service
mobile app, users need the
Users must log out and log in to the app to see changes to branding.
Field Service Mobile user
license.
Note: iOS 13 and later app users can enable Dark Mode from their OS settings. However,
this overrides the custom branding colors for some UI elements.
USER PERMISSIONS
To customize branding
colors:
• Customize Application
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Salesforce Field Service Customize the Field Service Mobile App
Token Name Description Default Value
Navbar Background Color The color of the top bar in the app. #803ABE
Navbar Inverted Color The secondary color of the top bar in the app. #FFFFFF
Brand Inverted Color The color of toasts and the contrast color for the floating action #FFFFFF
button.
Feedback Primary Color The color of error messages. #C23934
Feedback Secondary Color The color of success messages or progress icons. #13C4A3
Feedback Selected Color The color indicating the user’s current selection. #FFFFFF
Primary Brand Color The color of non-interactive areas in the app. #803ABE
Secondary Brand Color The color of interactive areas in the app. #2A7AB0
Contrast Primary Color The color of primary text. #000000
Contrast Secondary Color The color of secondary text. #444444
Contrast Tertiary Color The color of the icons on the settings screen and of primary lines #9FAAB5
that delineate different areas of the UI.
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Salesforce Field Service Customize the Field Service Mobile App
Token Name Description Default Value
Contrast Quaternary Color The color of some graphics and of secondary lines that delineate #E6E6EB
different areas of the UI.
Contrast Quinary Color The color of the background behind cards in the UI. #EEEEEE
Contrast Inverted Color The color of card backgrounds in the UI. #FFFFFF
SEE ALSO:
Add a Profile Tab Background Image in the Field Service Mobile App
Customize the Field Service Mobile App by User Profile
Track Service Resource Geolocation with the Field Service Mobile App
Customize Tabs with the Field Service Mobile App Builder
The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab
EDITIONS
navigation and give users quick access to screens and records based on their role.
With the Field Service Mobile App Builder you can: Available in: both Salesforce
Classic (not available in all
• Rename tabs
orgs) and Lightning
• Define new tabs Experience
• Reorder tabs
The Field Service core
• Delete tabs features, managed
• Change tab icons package, and mobile app
• Assign tabs to navigate to native Field Service screens, some object list views, and Lightning are available in Enterprise,
Unlimited, and Developer
web components.
Editions.
Field Service Mobile App Builder Considerations and Limitations To access the Field Service
mobile app, users need the
Before you start working with the Field Service Mobile App Builder, here are some things to
Field Service Mobile user
know.
license.
Set Up User Permissions for Field Service Mobile Builder
Let mobile users see the configuration.
Create a Configuration
Use the Field Service Mobile App Builder to configure what tabs are available within the Field Service mobile app and assign those
configurations to profiles.
Explore the User Interface
The Field Service Mobile App Builder user interface makes configuring navigation tabs easy.
Set Up the Search Tab
Let mobile workers search for records in the Field Service mobile app.
Field Service Mobile App Builder Considerations and Limitations
Before you start working with the Field Service Mobile App Builder, here are some things to know.
• The Field Service Mobile App Builder is available for Android and iOS.
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Salesforce Field Service Customize the Field Service Mobile App
• Field Service Mobile Builder configurations aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes.
To use Mobile Builder configurations in sandboxes, use Full Copy.
• On Android, tabs that are customized using the Field Service Mobile App Builder don’t maintain their current state when switching
between tabs and when rotating the mobile device. To avoid this issue, lock the device's screen rotation.
• The maximum number of tabs allowed is 15.
• The Profile tab in the Field Service mobile app is fixed on the right side of the tab bar. Because you can’t modify its location and
function, it isn’t shown in the mobile app builder.
• The number of tabs shown in the mobile app builder canvas doesn’t match what the user sees on the actual mobile device. There’s
always one additional tab on the device. The Profile tab in the Field Service mobile app is fixed on the tab bar and can’t be modified,
so it isn’t shown in the mobile app builder.
Set Up User Permissions for Field Service Mobile Builder
Let mobile users see the configuration.
USER PERMISSIONS
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
To assign permission sets:
2. Select the permission set that’s assigned to mobile workers. See Give Users Access to the Field
• Customize Application
Service Mobile App.
3. Click System Permissions, and then click Edit.
4. Enable Lightning SDK for Field Service Mobile and Custom Applications for Field Service Mobile.
5. Save the permission set.
Create a Configuration
Use the Field Service Mobile App Builder to configure what tabs are available within the Field Service
USER PERMISSIONS
mobile app and assign those configurations to profiles.
1. From Setup, in the Quick Find box, enter Field Service Mobile App Builder, For admins to create and
manage email templates
and then select Field Service Mobile App Builder.
and content in a builder:
• Customize application
For mobile app users to
customize using App Setup
menu options:
• Custom applications for
Field Service mobile
2. Click New Configuration.
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Salesforce Field Service Customize the Field Service Mobile App
3. Give your configuration an app name.
4. To populate the API Name field, click in the box, and then click Save.
The Field Service Mobile App Builder user interface opens.
Explore the User Interface
The Field Service Mobile App Builder user interface makes configuring navigation tabs easy.
EDITIONS
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
Here’s a breakdown of the parts of the tool.
The header shows you the label of your page. From here you can return to Setup without saving by clicking the Back arrow. (1)
The component palette lets you drag components onto the canvas to create tabs. (2)
In the status bar, you can check whether your configuration is active or a draft, see when it was last modified, and publish or save. (3)
The page canvas area is a preview of your screen. Click the tab to copy, delete, or move the tab. Clicking the tab also brings up properties
to edit in the Properties pane.(4)
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Salesforce Field Service Customize the Field Service Mobile App
Edit tab details in the Properties pane. Click a tab in the canvas to see that component’s options in the Properties pane. (5)
Clicking the component tree toggle lets you see your selected components. From here, you can interact with a component and delete
it. You can also easily see if you have components in the tab overflow area, which are available when a user taps More in the app. The
overflow area activates when you have more than 4 tabs in the app.
Work with Tabs
Choose tab types and their placement, and add other customizations to create workflows optimized for your users.
Publish a Configuration
Give users access to your customized tabs in the Field Service mobile app.
Work with a Configuration
After you create a custom configuration, you can easily change its style, function, or assignment.
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Salesforce Field Service Customize the Field Service Mobile App
Work with Tabs
Choose tab types and their placement, and add other customizations to create workflows optimized
EDITIONS
for your users.
Available in: both Salesforce
Assign a Native Field Service Page to a Tab Classic (not available in all
Improve workflows for your users by creating tabs for frequently accessed information. orgs) and Lightning
Experience
Assign a List View Page to a Tab
Create tabs containing list views so your users can easily see what’s needed to get the job done. The Field Service core
features, managed
Change the Icon for a Tab package, and mobile app
Style your tabs so users know the tabs’ function at a glance. are available in Enterprise,
Assign a Lightning Web Component (LWC) Page to a Tab Unlimited, and Developer
Editions.
Extend tab functionality with Lightning web components.
Assign a Lightning Web Component with Attributes to a Tab To access the Field Service
mobile app, users need the
Add a Lightning Web Component (LWC) that contains attributes as a tab.
Field Service Mobile user
Reorder Tabs license.
Change tab order to work efficiently for your users.
Delete a Tab
Change tab order to work efficiently for your users.
Set Up Content Libraries
To organize files related to Field Service objects, create content libraries.
Assign a Native Field Service Page to a Tab
Improve workflows for your users by creating tabs for frequently accessed information.
USER PERMISSIONS
1. In the Component palette, pick a page (Content Libraries, Inventory, Notifications, Schedule,
or Time Sheets) and drag it to the canvas. For admins to create and
manage email templates
2. If you want to move the tab to a different location, drag the move icon ( ) to the new location. and content in a builder:
3. Select a filter to set the default list view for the tab. This filter is the list view mobile workers see • Customize application
when they first open on the tab. Apply up to three filters for Time Sheets to assign list views for For mobile app users to
offline priming. customize using App Setup
menu options:
4. Name the tab in the Tab Label field.
• Custom applications for
5. In the status bar, click Save. Field Service mobile
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Salesforce Field Service Customize the Field Service Mobile App
Assign a List View Page to a Tab
Create tabs containing list views so your users can easily see what’s needed to get the job done.
USER PERMISSIONS
1. In the Component palette, drag List View to the canvas.
For admins to create and
2. In the Properties pane, select which object you want to create a list from. manage email templates
3. If it’s allowed for the object type, choose how to filter the list. and content in a builder:
• Customize application
4. Name the tab in the Tab Label field.
For mobile app users to
5. In the status bar, click Save. customize using App Setup
menu options:
Change the Icon for a Tab • Custom applications for
Field Service mobile
Style your tabs so users know the tabs’ function at a glance.
User Permissions Needed
For admins to create and manage email templates and content in Customize application
a builder:
For mobile app users to customize using App Setup menu options: Custom applications for Field Service mobile
1. To change the icon, in the canvas, click the tab whose icon you want to change.
2. Click the X next to the current icon, and then click Select Icon.
3. Choose an icon and click Select.
4. Click Save.
5. In the status bar, click Save.
Assign a Lightning Web Component (LWC) Page to a Tab
Extend tab functionality with Lightning web components.
USER PERMISSIONS
1. In the Component palette, drag Lightning Web Component (LWC) to the canvas.
For admins to create and
2. Select which LWC Page for the tab to navigate to. manage email templates
The list is based on which global quick actions you created and content in a builder:
• Customize application
3. Name the tab in the Tab Label field.
For mobile app users to
4. To change the icon, click the X next to the current icon, and then click Select Icon. customize using App Setup
5. Choose an icon and click Select. menu options:
• Custom applications for
6. In the status bar, click Save. Field Service mobile
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Salesforce Field Service Customize the Field Service Mobile App
Assign a Lightning Web Component with Attributes to a Tab
Add a Lightning Web Component (LWC) that contains attributes as a tab.
USER PERMISSIONS
1. In the Component palette, drag LWC Attributes to the canvas.
For admins to create and
2. Select an LWC with attributes in the properties pane. manage email templates
The component and attributes must have the Experience Container Salesforce Field Service and content in a builder:
(ECSFS) target type. • Customize application
For mobile app users to
3. Name the tab in the Tab Label field.
customize using App Setup
4. To change the icon, click the X next to the current icon, and then click Select Icon. menu options:
5. Choose an icon and click Select. • Custom applications for
Field Service mobile
6. In the status bar, click Save.
SEE ALSO:
Lightning Web Components Developer Guide: XML Configuration File Elements
Reorder Tabs
Change tab order to work efficiently for your users.
USER PERMISSIONS
1. In the canvas, hover over the tab you want to move.
A menu appears. For admins to create and
manage email templates
2. Drag the move icon ( ) in the menu to the new location in the preview. Changing the order and content in a builder:
of the tabs can change which tabs are moved onto the More page. • Customize application
For mobile app users to
customize using App Setup
menu options:
• Custom applications for
Field Service mobile
Delete a Tab
Change tab order to work efficiently for your users.
USER PERMISSIONS
1. In the canvas, hover over the tab you want to delete.
A menu appears. For admins to create and
manage email templates
2. Click the delete icon ( ) in the menu. and content in a builder:
3. Click Delete to confirm. • Customize application
For mobile app users to
customize using App Setup
menu options:
• Custom applications for
Field Service mobile
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Salesforce Field Service Customize the Field Service Mobile App
Set Up Content Libraries
To organize files related to Field Service objects, create content libraries.
EDITIONS
Note: To use the content libraries feature on the Field Service mobile app, you must create
custom content libraries. The default Asset Library folder doesn’t work with content libraries. Available in: both Salesforce
If you try to open Asset Library on the Field Service mobile app, you receive an error message Classic (not available in all
orgs) and Lightning
on both Android and iOS.
Experience
1. From Setup, in the Quick Find box, enter and select Field Service Mobile App Builder.
The Field Service core
2. Select a configuration to add your custom Content Libraries tab to. features, managed
3. In the Component palette, drag Content Libraries to the canvas. package, and mobile app
are available in Enterprise,
4. Name your tab with a custom tab label and, optionally, add an icon.
Unlimited, and Developer
5. From the App Launcher, navigate to the Field Service Mobile App Builder. From the Mobile App Editions.
Builder, grant access to people or public groups by navigating to Files > Libraries > Manage
To access the Field Service
Members.
mobile app, users need the
In the Field Service mobile app, if a user opens a file in the Content Libraries tab while online, Field Service Mobile user
that same file remains available offline. Files that aren’t opened online aren’t available offline. license.
Publish a Configuration USER PERMISSIONS
Give users access to your customized tabs in the Field Service mobile app. For admins to create and
manage email templates
User Permissions Needed and content in a builder:
• Customize application
For admins to create and manage email Customize application
templates and content in a builder: For admins to create and
manage email templates
For mobile app users to customize using App Custom applications for Field Service mobile and content in a builder:
Setup menu options: • Content Builder Access
1. From the Mobile App Builder status bar, click Publish.
The Publish button is available when the configuration is in a draft state (if it has never been published or when changes occurred
since the last publish date).
2. Select the profiles that can view your app configuration.
3. If no conflicts exist, click Assign.
4. If conflicts exist, click Next.
5. Review the assignment changes you’re about to make. Take one of these actions.
• Confirm that you want to override the current assignments and click Override & Publish.
• To change the selected assignments, click Cancel & Back.
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Salesforce Field Service Customize the Field Service Mobile App
Work with a Configuration
After you create a custom configuration, you can easily change its style, function, or assignment.
EDITIONS
Edit Your Custom Tabs Configuration Available in: both Salesforce
Improve tabs to better suit your users’ needs. Classic (not available in all
orgs) and Lightning
Edit the App Name Experience
Change the app name to suit your needs or add clarity on its purpose.
The Field Service core
Assign Profiles to a Configuration features, managed
Choose who sees the custom configuration in their Field Service mobile app based on user package, and mobile app
preferences and needs. are available in Enterprise,
Clone a Configuration Unlimited, and Developer
Editions.
Make your work customizing configurations for multiple users go more quickly.
Delete a Configuration To access the Field Service
mobile app, users need the
Remove unneeded custom configurations.
Field Service Mobile user
license.
Edit Your Custom Tabs Configuration
Improve tabs to better suit your users’ needs.
User Permissions Needed
For admins to create and manage email templates and content in Customize application
a builder:
For mobile app users to customize using App Setup menu options: Custom applications for Field Service mobile
1. From Setup, in the Quick Find box, enter Field Service Mobile App Builder, and then select Field Service Mobile
App Builder.
2. In the App Configurations pane, click the dropdown next to the selected configuration, and then select Edit App Configuration.
This action opens the mobile app builder user interface where you can rename, reorder, delete, and add tabs.
Edit the App Name
Change the app name to suit your needs or add clarity on its purpose.
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Salesforce Field Service Customize the Field Service Mobile App
User Permissions Needed
For admins to create and manage email templates and content in Customize application
a builder:
For mobile app users to customize using App Setup menu options: Custom applications for Field Service mobile
1. From Setup, click the dropdown next to the selected configuration and select Edit Basic Information.
2. Edit the App Name field, and then click Save.
Note: You can’t edit the API name.
Assign Profiles to a Configuration
Choose who sees the custom configuration in their Field Service mobile app based on user
USER PERMISSIONS
preferences and needs.
1. Assign profiles from within Setup or in the mobile app builder user interface. For admins to create and
manage email templates
a. From Setup, click the dropdown next to the selected configuration, and then select Assign and content in a builder:
Profiles. • Customize application
b. Select the profiles that can view your app configuration. For mobile app users to
customize using App Setup
c. If no conflicts exist, click Assign.
menu options:
d. If conflicts exist, click Next. • Custom applications for
e. Review the assignment changes you’re about to make. Take one of these actions. Field Service mobile
• Confirm that you want to override the current assignments and click Override & Publish.
• To change the selected assignments, click Cancel & Back.
• Assign profiles from the mobile app builder user interface.
2. In the App Configurations pane, click the app you want to open.
a. Click Publish.
The Publish button is available when the configuration is in a draft state (if it has never been published or when changes occurred
since the last publish date).
b. Select the profiles that can view your custom app configuration.
c. If no conflicts exist, click Assign.
d. If conflicts exist, click Next.
e. Review the assignment changes you’re about to make. Take one of these actions.
• Confirm that you want to override the current assignments and click Override & Publish.
• To change the selected assignments, click Cancel & Back.
Clone a Configuration
Make your work customizing configurations for multiple users go more quickly.
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Salesforce Field Service Customize the Field Service Mobile App
User Permissions Needed
For admins to create and manage email templates and content in Customize application
a builder:
For mobile app users to customize using App Setup menu options: Custom applications for Field Service mobile
1. From Setup, click the dropdown next to the selected configuration, and then select Clone.
2. Edit the App Name field.
3. Edit the API Name field.
4. Click Save.
Delete a Configuration
Remove unneeded custom configurations.
USER PERMISSIONS
Note: A configuration can’t be reinstated and after it’s deleted assigned profiles can no
For admins to create and
longer view the configuration.
manage email templates
1. From Setup, click the dropdown next to the selected configuration, and then select Delete. and content in a builder:
• Customize application
2. Confirm and then click Delete.
For mobile app users to
customize using App Setup
menu options:
• Custom applications for
Field Service mobile
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Salesforce Field Service Customize the Field Service Mobile App
Set Up the Search Tab
Let mobile workers search for records in the Field Service mobile app.
EDITIONS
1. Set up the user permissions on page 869.
Available in: both Salesforce
2. Add the Search component.
Classic (not available in all
a. In Field Service Mobile App Builder, drag LWC Attributes to the bottom bar. See Work orgs) and Lightning
with Tabs on page 872. Experience
b. For Lightning Web Component, select Search. The Field Service core
c. Give the tab a label and select an icon. The mobile worker sees the label and icon in the features, managed
Field Service mobile app. For example: package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To customize tabs:
• Customize Application
d. Click Save and then click Publish.
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Salesforce Field Service Customize the Field Service Mobile App
3. The component searches in these objects, listed in the order they appear: Service Appointment, Work Order, Work Order Line Item,
Asset, Contact, Account, Product Item, and Resource Absence.
Determine which fields are searched and shown in the search results.
a. The search bar at the top of the component lets users enter free text. The component then searches in all the fields that are in
the object’s search layout. To determine which fields are searched, from Object Manager, select the Service Appointment
object, and then click Search Layouts.
b. In the row of the required profile, click the arrow and select Edit.
c. The component searches in all of the fields in the Selected Fields list. Review the fields in the list and add or remove fields
accordingly.
d. The first five fields are shown in the search results. Determine which fields are shown by reordering the fields.
The top two fields are shown in the collapsed mode. The first field is the title of the search result, and the second field appears
below it. The next three fields are seen only in the expanded mode. For example, if the fields are sorted in the order shown in
this example, these fields are shown in the collapsed mode and the expanded mode.
e. The component’s Filter By option lets you select any of the object’s fields that are in the page layout. Review the fields in the
object’s page layout and add or remove fields accordingly.
f. Repeat steps a. to e. for the remaining objects that the component searches in.
Keep these considerations in mind.
• The search results show only the first 50 records that were modified in the last 2 years, based on the last modified field on the record.
Older results aren’t shown.
• The component searches in a set list of objects. You can’t search in other objects that were added to the briefcase.
• When the mobile worker is offline, the component searches only in cached records. Make sure you add the relevant records to the
briefcase so that they’re available offline.
• When the mobile worker performs a search, the results are retrieved from the server and cached. If the information changes on the
server and the mobile worker then performs the same search, they don’t see the updated information, because the information was
already cached. When the data cache policy expires, the search can retrieve the updated information.
• The component retrieves only records that the user has access to. When a mobile worker searches for service appointments, only
appointments that are assigned to them are retrieved.
SEE ALSO:
Customize Tabs with the Field Service Mobile App Builder
Search for Records
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Salesforce Field Service Customize the Field Service Mobile App
Customize Screens in the Field Service Mobile App
Control which fields users see in the Field Service mobile app by updating page and search layouts.
EDITIONS
Records in the Field Service mobile app display the first three fields in the corresponding page
layout. Some fields are hard-coded, meaning they are shown in the app regardless of their place Available in: both Salesforce
in the page layout. Classic (not available in all
orgs) and Lightning
Note: Experience
• When you update metadata like a page layout, users must log out and log into the Field
The Field Service core
Service mobile app to see the changes. features, managed
• Not all field types are supported in the Field Service app. Review Supported Data Types package, and mobile app
in the Field Service Mobile App before you configure your layouts. are available in Enterprise,
Unlimited, and Developer
Editions.
Screen in the mobile app Page Layout Details
To access the Field Service
Absences Absences related list on the You can reach the Absences mobile app, users need the
Service Resource page layout screen from the Profile screen. Field Service Mobile user
Resource absences are license.
displayed differently in the app
based on whether the start USER PERMISSIONS
time and end time fields are
included in the related list To modify page layouts:
layout. • Customize Application
To create custom list views:
Inventory Search results layout on the The Inventory tab represents • Read on the type of
product item object. the items in the user’s record included in the list
inventory. It shows product AND
items associated with the user’s Create and Customize
service resource record. List Views
Service resources only see the To create, edit, or delete
Inventory tab if they’re public list views:
associated with a mobile • Manage Public List
inventory location (which Views
represents their service vehicle).
See Set Up Inventory Access for
Mobile Workers.
Products Product search layout Users must be able to find
products to create product
requests and product items.
Users viewing products in the
app see the Product Name
field and the top 3 fields in the
search layout.
Note: To search
Products, a pricebook
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Salesforce Field Service Customize the Field Service Mobile App
Screen in the mobile app Page Layout Details
must be set on the parent object.
Only string fields are searchable.
Numbers, Dates and other fields can't
be searched.
Products Consumed Product consumed related list on the work You can reach the Products Consumed
order. Product consumed number must be screen from the Related tab or the Products
the first field. tab in the work order carousel.
Record Highlight for any record Compact Layout of the record (for example, A record highlight is a preview of a record.
Service Appointment Compact Layout) The top-most field in a record’s compact
layout is displayed prominently.
Record Lookup Search Layout of the record (for example, A record lookup is a search for a record. To
Contact Search Layout) change the search results, update the search
layout in your org.
Related Lists Related list layout Related list sorting uses the default page
layout sorting. If the user overrides the sort
setting, the app uses this setting for related
list sorting. Related list sorting only sorts on
one column.
Schedule • The layout selected in the Default The Schedule tab lists service appointments
List View Developer Name assigned to the user.
field on the Field Service Mobile Settings For details, see Customize the Schedule Tab.
assigned to the user’s profile.
• (If no list view is specified) Service Note: The Default List
Appointment search layout View Developer Name is the
name of the list view that shows
when the mobile Service
Appointment page is first opened. If
the Default List View
Developer Name isn’t defined,
mobile users see their service
appointments within the date picker
range. This list and the list defined
are available offline. However, there
isn't an option to change to another
list view on the mobile device unless
the Default List View
Developer Name is defined.
Service Appointment List view layout. The service appointment screen includes
the following fields in the following order:
• First field in the service appointment list
view (displayed as a title)
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Salesforce Field Service Customize the Field Service Mobile App
Screen in the mobile app Page Layout Details
• Scheduled Start (only visible if the field
has a value)
• First three fields in the service
appointment search layout
• Address (only visible if the field has a
value)
• Scheduled End (only visible if the field
has a value)
Work Order Overview List view layout You can reach the Work Order Overview
• First field in Work Order compact layout screen by tapping a service appointment
is in bold in the app from the Schedule tab.
• Description field can’t be changed and
shows a max of 3 lines.
• Has up to 5 fields (including the title)
displayed in this layout
Customize the Schedule Tab
The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout
is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout.
Customize the Layout of the Work Order Overview Screen
When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the
highlights and cards shown on the work order overview screen.
SEE ALSO:
Customize the Schedule Tab
Customize the Layout of the Work Order Overview Screen
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Salesforce Field Service Customize the Field Service Mobile App
Customize the Schedule Tab
The Schedule tab in the Field Service mobile app shows service appointments that are assigned to
EDITIONS
the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified,
it uses the service appointment search layout. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To modify search layouts:
• Customize Application
To create custom list views:
• Read on the type of
record included in the list
AND
Create and Customize
List Views
To create, edit, or delete
public list views:
• Manage Public List
Views
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Salesforce Field Service Customize the Field Service Mobile App
You can base the Schedule tab on a list view. Using a list view allows you to set criteria to filter the records that appear to app users.
1. Create a service appointment list view with up to four fields. Set filter criteria to filter the records according to your use case. Note
the API name of the list view.
2. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field Service Mobile Settings.
3. Click the arrow next to the mobile settings you want to define the list view for and select Show Details.
4. Under Customization, edit the Default List View Developer Name and enter the API name of the list view you want to use.
Note: The Default List View Developer Name is the name of the list view that shows when the mobile Service Appointment
page is first opened. If the Default List View Developer Name isn’t defined, mobile users see their service appointments within
the date picker range. This list and the list defined are available offline. However, there isn’t an option to change to another
list view on the mobile device unless the Default List View Developer Name is defined.
5. Save your changes.
If no list view is specified in Setup, users viewing service appointments from the Schedule tab see the following fields:
• Scheduled Start
• Scheduled End
• Address
• The top two fields in the Service Appointment search layout.
Considerations for Customizing the Schedule Tab
• The service appointment calendar view appears differently on Android and iOS devices. On Android, the calendar uses a month
view. On iOS, the calendar uses a week view.
• If the Schedule tab is based on a list view, including the Scheduled Start field in your list view filter lets app users see a date picker
with a range of 45 days before and after the current date. If the list view doesn’t include this field, users see a single Schedule tab of
the user’s appointments based on your filter criteria, as it would appear on the desktop site.
• While list views can be set for a range of ±45 days, this may affect performance. We recommend configuring list views for a range
of ±15 days to maintain optimal performance.
• Each list view displays a maximum of 1000 service appointments for a 90-day window. For example, if your 90-day window contains
1100 service appointments, only 1000 of those appointments are displayed.
• The app prominently displays the top two fields of the service appointment search layout, so consider which fields your mobile
workers want to see on the Schedule tab. Many users, for example, prefer to see Subject instead of the service appointment ID.
Scheduled Start and Address are displayed in the same location regardless of the list view or search layout settings
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Salesforce Field Service Customize the Field Service Mobile App
• Service appointments in the schedule list are shown in chronological order. This order can’t be changed.
• Custom lookup fields aren’t supported and don’t appear on the Schedule tab.
• Formulas aren't supported on the Schedule tab.
• Multi-day appointments appear on the Schedule tab in the following way:
– If a multi-day appointment includes both a Scheduled Start and Scheduled End, the appointment appears on the schedule for
every day between those two dates and includes a visual progress bar representing the job’s scheduled completion.
– If a multi-day appointment includes a Scheduled Start but not a Scheduled End, the appointment appears on the schedule every
day after the Scheduled Start date until the appointment is complete.
– If a multi-day appointment doesn’t include a Scheduled Start, the appointment doesn’t appear in the Field Service mobile app.
• To add resource absences to the list of Schedule tab items, turn on Display resource absences in the Schedule page on any Field
Service mobile settings configuration. Mobile workers get an integrated view of their schedule on calendar-based list views.
• The Recently Viewed list view isn’t supported. When accessed, it doesn’t return records, and an error is returned.
SEE ALSO:
Customize the Layout of the Work Order Overview Screen
Field Service Mobile App Considerations
Customize the Layout of the Work Order Overview Screen
When a user taps a service appointment on the Schedule tab, an overview of the work order is
EDITIONS
shown. You can customize the highlights and cards shown on the work order overview screen.
Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
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Salesforce Field Service Customize the Field Service Mobile App
Note:
• When you modify a page layout, users must log out and log in to the Field Service mobile app to see the changes.
• Not all field types are supported in the Field Service app. Before you configure your layouts, review Supported Data Types in
the Field Service Mobile App.
• Formula URL fields aren’t supported in compact layouts.
Change the Screen Layout
A preview of the work order is anchored to the top of the screen. This preview shows the first five fields in the work order compact layout,
with the Description field counted as one of the five. The first field in the compact layout appears in bold and is used as the title of the
work order overview. The Description field appears below the title and is followed by the next three fields in the compact layout.
1. From the Object Manager in Setup, select Work Order.
2. Click Compact Layouts.
3. Click the name of the compact layout and edit the layout as desired.
4. Save your changes.
Navigate the Work Order Carousel
The horizontal work order carousel lets users switch between the following views:
• Overview: Shows work order cards
• Products: Where users manage required and consumed products
• Details: Shows all supported fields on the work order page layout
• Related: Shows all related lists on the work order page layout
• Feed: Shows the Chatter feed if feed tracking is enabled
• Location: Shows work in the same location as the current appointment. To see the Location view users need access to the Location
field, which must be populated on the Work Orders object.
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Salesforce Field Service Customize the Field Service Mobile App
Add Cards
The Overview tab in the work order carousel displays information about the work order and its child records. The information appears
in cards, which represent the related lists on the work order. Manage which cards are displayed by adding or removing related lists on
the Work Order page layout in Setup. You can add the following cards to the work order overview.
Card Description How to Display and Available In
Customize
Asset Service History Provides context about the The Asset Service History card is Android and iOS
maintenance history of an asset. shown if the page layout for the
It shows the asset associated work order or work order line
with the current work order. It item contains the Asset field
also lists the asset’s three most In Android, the Asset Service
recent work orders and provides History card displays the first
a link to view all associated work four fields in the work orders
orders. It doesn’t show work related list from the asset page
order line items that are layout. The first field is displayed
associated with the asset. prominently.
In Salesforce Lightning Design In iOS, this card displays the
System (SLDS), the Asset Service work order number and the first
History card doesn’t list the field from the asset detail page
asset’s three most recent work layout. Normally, the first field is
orders. Click Show All to view the asset name.
all associated work orders.
Contact Shows the contact’s name and The Contact card can't be Android and iOS
gives the option to call, customized. It shows the
message, and email the contact. following fields and options:
Customer Name, Phone,
Message, Email. The Customer
Name field always shows on the
Contact card, even if the field is
empty. If Phone, Message or
Email fields are empty, they
don’t show on the card.
In Android, you must specify a
contact. In iOS, if no contact is
specified, this card is empty, but
you can assign a contact to the
card.
Knowledge Shows knowledge articles that In iOS, the Knowledge card is iOS only
are attached to the work order, only visible if an article is
with a snippet of each article attached to the work order.
included.
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Salesforce Field Service Customize the Field Service Mobile App
Card Description How to Display and Available In
Customize
Service Appointment Shows a map and the option to If the work order has one or Android only
navigate to the address of the more service appointments, the
appointment. If the address isn’t Service Appointment card is
set, the card instead presents the visible. For information about
user with the option to set the bundled service appointments,
address, and then activate see Manage Bundled Service
navigation. Appointments on the Field
Service Mobile App.
The following fields on this card
can’t be removed from it: Start
Time, End Time, Date, Address,
ETA (estimated time of arrival).
Service Report Displays service reports If a service report has been Android and iOS
associated with the work order’s previously generated, the
service appointments. Service Report card appears at
the top of the Overview tab.
There’s no option to create a
service report. Otherwise, the
card appears at the bottom of
the Overview tab and includes
an option to create a service
report.
The Service Report card is visible
by default in iOS. To make the
card visible in Android, manually
add it to the layout.
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Salesforce Field Service Customize the Field Service Mobile App
Card Description How to Display and Available In
Customize
Work Order Line Item Shows a visual progress If the work order has work order Android and iOS
indicator for the work order and line items, the Work Order Line
lists its work order line items. iOS Item card is visible.
users with the proper
permissions can tap the + icon In Android, this card displays
to create line items. For details, four fields for each line item. The
see Let Users Create Work Order Work Order Line Item Number
Line Items from the Field Service field is always visible. It's
Mobile App. followed by the first three fields
from the Work Order Line Items
related list. The card for child
Work Order Line Items isn’t
available in Android.
In iOS, this card displays the first
two fields from the Work Order
Line Item’s related list.
SEE ALSO:
Customize the Schedule Tab
Set Up Custom Actions in the Field Service Mobile App
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Salesforce Field Service Customize the Field Service Mobile App
Add a Profile Tab Background Image in the Field Service Mobile App
Add a background image to customize the Profile Tab in the Field Service Mobile App.
EDITIONS
1. Upload your image as a static resource.
Available in: both Salesforce
a. From Setup, enter Static Resources into the Quick Find box and click Static
Classic (not available in all
Resources.
orgs) and Lightning
b. Click New. Experience
c. Give the static resource a name, like background_banner. Remember the name, since The Field Service core
you need to use it in a later step. features, managed
d. Select an image file for upload. An image sized at 3072 x 819 pixels leads to the best results package, and mobile app
on large displays such as iPads in landscape mode. However, if your users often encounter are available in Enterprise,
slow mobile networks, consider using a smaller image. Unlimited, and Developer
Editions.
e. Click Save.
To access the Field Service
2. Create a custom attribute to use the static resource on every user’s Profile tab. mobile app, users need the
a. From Setup, enter Connected Apps into the Quick Find box, then select Field Service Mobile user
Connected Apps. license.
b. b. Select Salesforce Field Service for iOS or Salesforce Field Service for Android.
USER PERMISSIONS
c. Scroll down to the list Custom Attributes and click New.
d. For the attribute key, enter COMPANY_PROFILE_IMAGE_RESOURCE_NAME. To set the company profile
image:
e. For the attribute value, enter the name of the static resource you created surrounded by • Customize Application
quotation marks.
Note: If you named your static resource background_banner, your attribute value
is“background_banner”.
f. Click Save.
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Salesforce Field Service Customize the Field Service Mobile App
SEE ALSO:
Brand the Field Service Mobile App
In-App Profile Settings in the Field Service Mobile App
Customize Push Notifications for the Field Service Mobile App
Push notifications alert your mobile workforce to approaching appointments and scheduling
EDITIONS
changes.
You can extend or replace the default notifications using custom notifications. Available in: both Salesforce
Classic (not available in all
1. Ensure that the connected app (different from the app itself) has been downloaded.
orgs) and Lightning
2. Enable notifications in Setup. Experience
a. From Setup, enter Field Service Settings in the Quick Find box, then select The Field Service core
Field Service Settings. features, managed
b. Under Notifications, select Enable notifications, and save your changes. package, and mobile app
are available in Enterprise,
3. Choose when service appointment notifications are sent. Unlimited, and Developer
a. From Setup, enter Field Service Mobile Settings in the Quick Find box, Editions.
then select Field Service Mobile Settings. To access the Field Service
b. Next to your mobile settings configuration, click Edit. mobile app, users need the
Field Service Mobile user
c. Under Customization, select how to send appointment notifications and then save your license.
changes.
• When you select Send appointment notifications on assignment, workers are
USER PERMISSIONS
notified when they’re assigned to a service appointment and when their assignment
is changed or removed. They’re not notified when they're dispatched for the To customize push
appointment. If a worker changes or is removed from the service appointment after notifications:
they were assigned, they still receive the notification, regardless of the status of the • Customize Application
service appointment.
• When you select Send appointment notifications on dispatch, workers are notified
when the status of the service appointment changes to Dispatched and when their assignment is changed or removed. If
a worker changes or is removed from the service appointment after it's dispatched, they still receive the notification.
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Salesforce Field Service Customize the Field Service Mobile App
• When you select both options, workers receive assignment and dispatch notifications.
• If you select neither option, no service appointment notifications are sent.
Note: The notification received on the Field Service mobile app shows this message: [User] assigned resource [Service
Resource] on Service Appointment [Appointment]. This signals to the technician that the appointment is ready to be
picked up. This happens at assignment time (when an Assigned Resource is created) or dispatch time (when an
assigned Service Appointment is dispatched) based on the settings selected.
Workers also receive push notifications in the following circumstances.
• Followers of a service appointment receive a separate notification regarding the service appointment assignment to a another
worker.
• A Chatter text post is made on a work order that the worker follows.
• A Chatter file post is made on a work order that the worker follows.
• A feed-tracked change is made to a work order that the worker follows.
• (iOS only) A feed-tracked change is made to a service appointment that the worker follows.
• Push notifications or chatter posts push the most recent record data onto the mobile device.
Note: Mobile workers aren't automatically added as followers to work orders and service appointment records that they're
assigned to. Consider creating an Apex trigger on the service resource object to add or remove users as followers when assignments
change.
Track Service Resource Geolocation with the Field Service Mobile App
Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation
EDITIONS
tracking.
When service resource tracking is enabled, the Field Service mobile app uploads the geolocation Available in: both Salesforce
of app users to Salesforce at regular intervals. Enable service resource tracking in Setup. Classic (not available in all
orgs) and Lightning
1. From Setup, in the Quick Find box, enter Field Service Settings, and then select
Experience
Field Service Mobile Settings.
2. Click Edit next to the settings configuration that you want to update. The Field Service core
features, managed
3. Under Additional Settings, select Collect Service Resource Geolocation History. This option package, and mobile app
is mandatory for data collection. are available in Enterprise,
4. Enter values for the following geolocation-related fields. Unlimited, and Developer
Editions.
Note: Higher-precision or higher-frequency settings increase battery consumption on
To access the Field Service
mobile devices. To conserve battery power with Android O and later, your position is
mobile app, users need the
updated less frequently when the app is in the background. To get an accurate position
Field Service Mobile user
update, open the Field Service mobile app on your phone.
license.
Note: Because of an iOS device limitation in background mode, the location updates
only about every five minutes when the device moves 500 meters or more from its previous USER PERMISSIONS
location. When the app is in the foreground, it updates as specified in the Geolocation
Update Frequency in Minutes and Geolocation Accuracy fields. To configure resource
tracking:
• Geolocation Update Frequency in Minutes: Controls how often geolocation is polled when
• Customize Application
the app is running in the foreground. For iOS devices, this value also controls update
frequency when the app is in the background. To assign permission sets:
• Assign Permission Sets
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Salesforce Field Service Customize the Field Service Mobile App
• Geolocation Update Frequency in Minutes (Background Mode): For Android devices, this value controls how often geolocation
is polled when the app is running in the background. See the important note about iOS devices when in background mode.
• Geolocation Accuracy: This value controls the accuracy of the geolocation data collected when the app is running in the
foreground. Choose from the following values:
– Fine: 10 meters
– Medium: 100 meters
– Coarse: 1 kilometer
• Geolocation Accuracy (Background Mode): For Android devices, this value controls the accuracy of the geolocation data collected
when the app is running in the background. See the important note about iOS devices when in background mode. Choose from
the following values:
– Medium: 100 meters
– Coarse: 1 kilometer
– Very Coarse: The app doesn’t poll for geolocation data, and geolocation coordinates update only when another app polls
for geolocation. The accuracy of the geolocation data depends on the accuracy setting of the application that triggers the
geolocation poll.
5. Save your changes.
To gain insights on the location of mobile workers, you can track the history of the Last Known Location and Last Known Location Date
fields of the Service Resources object. See Field History Tracking.
Exclude Specific Mobile Workers From Location Tracking
Individual mobile users can turn off location tracking for the Field Service mobile app from their phone’s operating system settings.
To exclude specific mobile workers from tracking, such as when not all members of your workforce are legally protected against
geolocation tracking, take these steps.
Limit Mobile Workers’ Location Tracking for Appointment Assistant
Appointment Assistant customers can choose to track the location of mobile workers only in the En Route status, meaning that
they’re on the way to their next service appointment.
SEE ALSO:
Manage Data Integration Rules for Field Service
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Salesforce Field Service Customize the Field Service Mobile App
Exclude Specific Mobile Workers From Location Tracking
Individual mobile users can turn off location tracking for the Field Service mobile app from their
EDITIONS
phone’s operating system settings. To exclude specific mobile workers from tracking, such as when
not all members of your workforce are legally protected against geolocation tracking, take these Available in: both Salesforce
steps. Classic (not available in all
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission orgs) and Lightning
Sets. Experience
2. Create a permission set for users that you want to exclude from geolocation tracking. The Field Service core
features, managed
3. Give the permission set a label and under License, select Field Service Mobile.
package, and mobile app
4. Save the permission set. are available in Enterprise,
5. From the settings of your new permission set, click System Permissions. Unlimited, and Developer
Editions.
6. Click Edit and select Exclude Technician from Geolocation Tracking.
To access the Field Service
7. Save your changes.
mobile app, users need the
8. Click Manage Assignments, and then click Add Assignment. Field Service Mobile user
9. Select the users that you want to exclude from geolocation tracking, and then click Assign. license.
USER PERMISSIONS
To configure resource
tracking:
• Customize Application
To assign permission sets:
• Assign Permission Sets
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Salesforce Field Service Customize the Field Service Mobile App
Limit Mobile Workers’ Location Tracking for Appointment Assistant
Appointment Assistant customers can choose to track the location of mobile workers only in the
EDITIONS
En Route status, meaning that they’re on the way to their next service appointment.
1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field Available in: both Salesforce
Service Mobile Settings. Classic (not available in all
orgs) and Lightning
2. Open the required settings.
Experience
3. Under Additional Settings, select Enable Limited Tracking.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To configure resource
tracking:
• Customize Application
To assign permission sets:
• Assign Permission Sets
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Salesforce Field Service Customize the Field Service Mobile App
Set Up Custom Actions in the Field Service Mobile App
Configure quick actions, global actions, flows, and app extensions to help your team work more
EDITIONS
efficiently from the field. Actions are displayed in a predefined order in the action launcher on record
pages in the app. Available in: both Salesforce
Classic (not available in all
Which Actions Appear in the Field Service Mobile App orgs) and Lightning
Learn which actions are visible in the Android and iOS app action launcher. Experience
Add Global Actions to the Field Service Mobile App The Field Service core
Add global actions to the Field Service mobile app to give your agents easy access to common features, managed
tasks. package, and mobile app
are available in Enterprise,
Create Quick Actions for the Field Service Mobile App Unlimited, and Developer
Add quick actions to object page layouts so your mobile workforce can quickly create and edit Editions.
records, send messages to contacts, and more.
To access the Field Service
Let Users Create Work Order Line Items from the Field Service Mobile App mobile app, users need the
Help your team stay organized in the field by letting them create work order line items to split Field Service Mobile user
work orders or work order line items into sub-tasks. This feature is available in the Field Service license.
mobile app for iOS, but not for Android.
Create App Extensions for the Field Service Mobile App USER PERMISSIONS
Create app extensions to let users pass data from the Field Service app to another app.
To create quick actions and
Add Flows to the Field Service Mobile App add them to page layouts:
Guide your team through mobile flows in which they can view information, create and update • Customize Application
records, and trigger input-based actions.
Which Actions Appear in the Field Service Mobile App
Learn which actions are visible in the Android and iOS app action launcher.
EDITIONS
Actions Available in the App Available in: both Salesforce
Classic (not available in all
When a user clicks the Actions button from the Work Order Overview screen, they see a list of actions
orgs) and Lightning
found on the page layouts for the Service Appointment and Work Order objects. The Actions Experience
launcher displays actions in the following order:
The Field Service core
• Create Service Report: Only visible on the Work Order screen if an alternate service closure flow
features, managed
isn’t configured and the service appointment page layout includes the Service Reports related
package, and mobile app
list. are available in Enterprise,
• Actions are then separated by Object - Work Order and Service Appointment. App extensions Unlimited, and Developer
and flows scoped to work orders or service appointments are at the top of the section (sorted Editions.
alphanumerically).
To access the Field Service
• After app extensions and flows, Salesforce Classic Publisher Quick Actions display in the order mobile app, users need the
of the page's layout. (Android only): View Detail is displayed under Quick Actions. Field Service Mobile user
• After Quick Actions, Edit Work Order, Edit Work Order Line Item, or Edit Service Appointment license.
are displayed.
• App extensions and flows not scoped to an object are shown at the bottom of the page layout.
Note: To see Actions order changes in the mobile app that were made on the desktop, log out and back in to the mobile app.
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Salesforce Field Service Customize the Field Service Mobile App
Considerations for Android Devices
• In Android, actions are categorized as Work Order Actions or Service Appointment Actions. In iOS, these actions are consolidated
into one list.
• The Create Service Report action isn't visible in Android. To create a service report in Android, navigate to the Work Order Overview
screen.
• The Knowledge Article action isn't visible on the Work Order Overview screen in Android. View knowledge articles using the related
list.
Add Global Actions to the Field Service Mobile App
Add global actions to the Field Service mobile app to give your agents easy access to common
EDITIONS
tasks.
1. From Setup, in the Quick Find box, enter global actions, and select global actions. Available in: both Salesforce
Add an action. Classic (not available in all
orgs) and Lightning
2. From Setup, Under Publisher Layouts, add the global action to the global layout.
Experience
3. Drag the quick action you want to add to your app into the Quick Actions in the Salesforce
Classic Publisher section. The Field Service core
features, managed
4. Click Save. package, and mobile app
The action is accessible from the navigation bar in the Field Service mobile app. are available in Enterprise,
Unlimited, and Developer
Note: The app only supports global actions of the types Create a Record and Lightning Editions.
Web Components. Other action types aren’t supported.
To access the Field Service
Note: Ensure the global layout is assigned to the correct role, and the global actions are mobile app, users need the
assigned to the correct global layout. Field Service Mobile user
license.
USER PERMISSIONS
To create actions and modify
publisher layouts:
• Customize Application
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Salesforce Field Service Customize the Field Service Mobile App
Create Quick Actions for the Field Service Mobile App
Add quick actions to object page layouts so your mobile workforce can quickly create and edit
EDITIONS
records, send messages to contacts, and more.
Users viewing records can call a quick action by tapping the action from the action launcher. Quick Available in: both Salesforce
actions are assigned to record page layouts. For example, you can add a Create Opportunity action Classic (not available in all
to the contact page layout to let users create an opportunity from any contact record in the app. orgs) and Lightning
Experience
Create a work order quick action and add it to the work order overview screen.
The Field Service core
Note: You can follow these steps for any field service object available in the app. features, managed
package, and mobile app
1. From the Object Manager in Setup, click Work Orders, then click Buttons, Links, and Actions.
are available in Enterprise,
2. Click New Action. Unlimited, and Developer
3. Configure an action to either create or edit a record, and save your changes. Editions.
4. From the Object Manager, click Page Layouts under Work Orders. To access the Field Service
mobile app, users need the
5. Click the work order page layout.
Field Service Mobile user
6. From the layout editor, select Quick Actions. license.
7. Drag your newly created action into the Quick Actions in the Salesforce Lightning Publisher
section. USER PERMISSIONS
8. Save your changes.
To create quick actions and
The action will be visible in the app and on the full Salesforce site. add them to page layouts:
• Customize Application
Note:
• The app supports quick actions of the types Create a Record, Update a Record, and
Lightning Web Components. Other action types aren’t supported.
• When you modify a page layout, users must log out and log in to the Field Service mobile
app to see the changes.
Set Up Product Requests in the Field Service Mobile App
Let your mobile workers create product requests when they find defective parts in their vehicles or their stock has run out.
SEE ALSO:
Quick Actions
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Salesforce Field Service Customize the Field Service Mobile App
Set Up Product Requests in the Field Service Mobile App
Let your mobile workers create product requests when they find defective parts in their vehicles
EDITIONS
or their stock has run out.
1. Create a global quick action for product requests. Available in: both Salesforce
Classic (not available in all
a. From Setup, enter Global Actions in the Quick Find box, and select Global Actions.
orgs) and Lightning
b. Click New Action. Experience
c. Enter the details for your new action. The Field Service core
• For Action Type, select Create a Record. features, managed
package, and mobile app
• For Target Object, select Product Request.
are available in Enterprise,
• For Standard Label Type, select Create New [Record Type]. Unlimited, and Developer
• For Name, enter an API name for your action. Editions.
d. Click Save. To access the Field Service
mobile app, users need the
2. Add fields to the action's layout, and click Save. Field Service Mobile user
When mobile workers use this action to request inventory, they complete these fields. We license.
recommend using no more than eight fields.
3. Add the Product Request quick action to the Publisher Layout that's assigned to your mobile USER PERMISSIONS
workers. To create quick actions and
a. From Setup, enter Publisher Layouts in the Quick Find box, and select Publisher add them to page layouts:
Layouts. • Customize Application
b. Click Edit next to the publisher layout you want to add the action to. To view product request line
items:
c. Drag the Product Request quick action to the Quick Actions in the Salesforce Classic • Read on product
Publisher list. requests
d. Click Save. To create product requests:
• Create on product
4. Create a global quick action for the Product Request Line Item. requests
a. From the Object Manager, select Product Request. To create, update, or delete
b. In the sidebar, select Buttons, Links, and Actions. product request line items:
• Edit on product requests
c. Click New Action.
d. Enter the details for your new action.
• For Action Type, select Create a Record.
• For Target Object, select Product Request Line Item.
• For Standard Label Type, select Create New [Record Type].
• For Name, enter an API name for your action.
5. Add fields to the action's layout, and click Save.
6. Add the quick action to the Product Request page layout.
a. From the Object Manager, select Product Request.
b. In the sidebar, select Page Layouts.
c. Under Page Layouts, select Product Request Page Layout.
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Salesforce Field Service Customize the Field Service Mobile App
d. At the top of the screen, select Quick Actions.
e. Drag the Product Request Line Item quick action to the Quick Actions in the Salesforce Classic Publisher list.
f. Click Save.
SEE ALSO:
Request Inventory in Field Service
Product Request and Transfer Fields
Set Up Inventory Access for Mobile Workers
Set Up Multiple Inventory Locations
Let Users Create Work Order Line Items from the Field Service Mobile App
Help your team stay organized in the field by letting them create work order line items to split work
EDITIONS
orders or work order line items into sub-tasks. This feature is available in the Field Service mobile
app for iOS, but not for Android. Available in: both Salesforce
1. Create a quick action to create a work order line item. Classic (not available in all
orgs) and Lightning
a. From the Object Manager in Setup, select Work Order, and then click Buttons, Links, and
Experience
Actions.
b. Click New Action. The Field Service core
features, managed
c. Select the action type Create a Record. package, and mobile app
d. Select the target object Work Order Line Item. are available in Enterprise,
Unlimited, and Developer
e. Select the standard label type New Child [Record]. Editions.
f. Enter a label, such as New Line Item.
To access the Field Service
This automatically generates the API name. mobile app, users need the
Field Service Mobile user
g. Add a description, such as Create a work order line item.
license.
h. Select whether or not to create a Chatter feed post when the action is used.
i. Optionally, enter a success message that will show when the user creates a line item. USER PERMISSIONS
j. Save your changes.
To create quick actions and
2. Add your quick action to the work order page layout. add them to work order line
item page layouts:
a. From the Object Manager in Setup, select Work Order, then click Page Layouts.
• Customize Application
b. Click Work Order Page Layout.
c. In the layout editor, select Quick Actions.
d. Drag your newly created action into Quick Actions in the Salesforce Classic Publisher.
e. Save your changes.
When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line
items. Users can tap the icon to create a new work order line item.
When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line
items. Users can tap the icon to create a new work order line item.
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Salesforce Field Service Customize the Field Service Mobile App
Note: When a record type other than Master is set to the default, you must use that same record type when creating a quick
action for the page layout.
Create App Extensions for the Field Service Mobile App
Create app extensions to let users pass data from the Field Service app to another app.
EDITIONS
App Extension Type Supported in Android Supported in iOS Available in: both Salesforce
Android Yes No Classic (not available in all
orgs) and Lightning
iOS No Yes Experience
Lightning Apps Yes Yes The Field Service core
features, managed
Web apps Yes Yes package, and mobile app
Flow Yes Yes are available in Enterprise,
Unlimited, and Developer
Editions.
To set up an app extension, follow the steps below. To access the Field Service
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then mobile app, users need the
select Field Service Mobile Settings. Field Service Mobile user
license.
2. Click Edit next to the mobile settings configuration that you want to create an app extension
for.
USER PERMISSIONS
3. Under App Extensions, click Add.
4. Fill out the fields. To create and modify App
Extensions:
• Field Service Mobile Settings: Automatically populated. Represents the current Mobile Field • Customize Application
Service Settings configuration.
• Type: A picklist of app extension types. The iOS and Android types will only show on their
respective devices. Flow refers to a Flow (Setup > Process Automation > Flows) of the type Field Service Mobile Flow.
Lightning App refers to an app that is exposed in Salesforce for Android or Salesforce for iOS (Setup > Mobile Apps > Salesforce >
Salesforce Navigation).
• Label: The label as it appears to users in the app. The label isn’t localized automatically.
• Name: The extension’s name.
• Scoped To Object Types: The records from which a user can activate an app extension. Scoping an app extension to an object
lets users activate that app extension from records of the specified type. The object names are entered as comma separated
values and cannot include spaces. For example, to scope an extension to the Work Order object and the Service Appointment
object, enter WorkOrder,ServiceAppointment. To create a global app extension so users can activate it from any
record, leave this field blank.
• Launch Value: A launch value of "https://google.com" will launch a web browser on both iOS and Android. The value to use to
launch the app or Flow. If type is Flow, then the launch value is the API name of the flow you want to use. If type is Lightning
App, the launch value is the name of the tab in Salesforce for iOS and Salesforce for Android. The tab name represents a Lightning
Component Tab and you can find the tab name in Setup > Salesforce Navigation. The launch values for types iOS, Android,
and Lightning App support passing parameters.
Note: Using a nickname in an app extension launch URL results in an error.
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Salesforce Field Service Customize the Field Service Mobile App
Note: For Lightning App types: Salesforce for Android version 17.0 supports passing Lightning App parameters. Salesforce
for iOS version 18.0 does not currently support passing parameters. To bypass this issue, use a type of iOS with a URL format
of https://{orgURL}/lightning/n/{tab name}?params=...
5. Click Save.
Note: the Salesforce mobile app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab.
However, the Lightning Page Tab name can’t have any spaces in it.
Note: The Salesforce app must be installed on iOS to display Lightning app extensions in the Actions launcher.
Note: Open in Salesforce is available in iOS, but in Android, you need to create an Android app extension with the launch
value of salesforce1://sObject/{!Id}/view
Passing Tokens Into the Launch Value
Note: Flow app extensions do not accept tokens. They receive the Flow input parameters described in Considerations for Using
Flows in the Field Service Mobile App on page 904.
The launch value supports static URLs for web addresses, as well as dynamic values that can be used to pass contextual information to
the other app in the form of tokens. These tokens can pass field information from any record that is visible on the Field Service app. For
example, if the user is viewing a service appointment, the tokens can be used to pass the data from any field on that service appointment
to the app extension. The basic format for these tokens is based on the names of the field, like so: {!Name}.
Note: Any content in the query parameters for the launch value should be url-encoded, not including the parameters that are
substituted by Salesforce Field Service.
Note: The following example uses a token to dynamically pass a custom text field that is on a work order into a Google search.
The token is written in bold for clarity: https://www.google.com/#q={!WO_Custom_Text_Field__c}
The field name is case sensitive and must match the field name exactly as it is defined on the object.
Values that aren't related to a record are called global variables. When you use a global variable in a token, use the format {!$User.email}.
Supported Global Variables
Organization.id
User.displayName
User.email
User.firstName
User.id
User.language*
User.lastName
User.locale*
User.nickName
User.orgId
User.userName
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Salesforce Field Service Customize the Field Service Mobile App
Note: *Android uses the device's language and locale settings.
Add Flows to the Field Service Mobile App
Guide your team through mobile flows in which they can view information, create and update
EDITIONS
records, and trigger input-based actions.
One quick and recommended way to accelerate adding flows is by installing the optional, and free, Available in: both Salesforce
Field Service Starter Kit. The Starter Kit is a Salesforce Labs managed package containing Flow Classic (not available in all
Templates that you can enable and use immediately or customize to tailor fit to your company’s orgs) and Lightning
specific use case. The kit contains 13 features that you can easily install and test in a sandbox Experience
environment and roll out to your users. The features are grouped into three families – Status-Based The Field Service core
features, Mobile Notifications, and General Flows. features, managed
The Starter Kit is a great way to get started adding flows to Field Service. See the Field Service Starter package, and mobile app
Kit Simple Implementation Guide for a good introduction to the features in the kit. are available in Enterprise,
Unlimited, and Developer
Note: Salesforce Labs solutions like the Salesforce Field Service Starter Kit app aren’t official Editions.
Salesforce products and don’t have Salesforce official support. The Field Service Starter Kit
group on the Trailblazer Community is the place to post your questions and get answers. To access the Field Service
mobile app, users need the
But, before you begin, learn how to build flows and connect them to the Field Service Mobile app. Field Service Mobile user
license.
Considerations for Using Flows in the Field Service Mobile App
Review flow considerations before using flows in the Field Service mobile app. USER PERMISSIONS
Build Flows for the Field Service Mobile App
To open, edit, or create a
Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow flow in Flow Builder:
Builder. • Manage Flow
Connect a Flow to the Field Service Mobile App To run flows from the app:
You can set up an app extension that connects a flow to the Field Service Mobile App. • Run Flows
Considerations for Using Flows in the Field Service Mobile App
Review flow considerations before using flows in the Field Service mobile app.
EDITIONS
Downloading Flow Data Available in: both Salesforce
Classic (not available in all
When the app loads a user’s schedule data, it also downloads global flows and any flows scoped
orgs) and Lightning
to records in their schedule data. Pulling down on the screen to sync with Salesforce causes the Experience
app to reload flow metadata.
The Field Service core
features, managed
Flow Input Parameters package, and mobile app
When an iOS or Android app launches a flow, it passes the following input parameters: are available in Enterprise,
Unlimited, and Developer
• Id—The ID of the record that the flow is launched from.
Editions.
• UserId—The ID of the current user.
To access the Field Service
• ParentId—The record ID of the parent record that the flow is launched from. For example, if a
mobile app, users need the
flow is launched from a service appointment, the ParentId is the ID of the parent work order or Field Service Mobile user
work order line item. license.
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Salesforce Field Service Customize the Field Service Mobile App
Creating a Choice Option
If the user selects the choice value to use in a screen component, such as a radio button or multi-select picklist, the screen component
is set to this value. If no choice value is configured, the screen component is set to the choice label.
Using Flows with Case Assignment Rules
Mobile flows with record updates trigger assignment rules if the request updates an entity that has assignment rules in the same
transaction for a case or a lead. To bypass assignment rules, in Apex run Assignment Rules with DMLOptions, and set the header
Sforce-Auto-Assign as False.
Flow Limitations in the Field Service Mobile App
• Automatic Screen Fields with fieldType = ObjectProvided isn’t supported on mobile flows.
• Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and
country that comprise the compound field must be used instead.
• Select formula functions and operators are available offline.
• Backslash \ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields.
• CRM Core App screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported.
• Email alert actions aren’t supported in flows.
• Paused flows aren’t supported. If you left a flow in progress or exit the Field Service mobile app, you can’t resume the flow where
you left off.
• Flows with many CRUD operations can take a long time to process. To speed up this process contact Salesforce Support to request
that the draft queue is paused.
• Flows cannot have dependencies on Apex or record triggers.
• Flows with deep links can cause issues and are not recommended at this time. If you must deeplink out of the flow, deeplink back
into the Field Service mobile app without triggering another view. This should allow you to resume the flow and close it.
• The wasSelected operator can’t be used in decisions.
• For eval() functions, the boolean values true and false are case-sensitive.
• Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported.
• Fault connectors aren’t supported in flows.
• When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation
screen to show which images were uploaded. Videos and other file types aren’t supported.
• Flows don’t support the following elements. Adding these elements to a flow causes it to display an error.
– Lightning components (except for file upload)
– Output parameters on file upload except for “Uploaded File Names”
– Choice resources with Display Text Input enabled
– Actions with output parameters
Note: Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not
supported.
• Flows don’t support the Section screen component.
• Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the
picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of
the default value in the object’s screen picklist value.
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• In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None--
is a null value that allows the field to be optional.
• Flow picklists use the values of the choice set from which the default value is assigned.
• Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported.
• Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements.
• Flow text areas have a 2,000-character limit.
• Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons
for user choices, the data doesn’t render accurately.
• Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was
made. However, the component used to make the selection, such as a picklist, saves that value for later use.
• Custom Logic and the or operator within Get elements and the record choice set variable aren’t supported in the Field Service
mobile app.
• When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data.
• Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element
to query from these records. To resolve this issue, log out and then back into the mobile app.
• Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged
package instead. This error only occurs on the mobile app.
• HTML text isn’t supported in Flow builder.
• Mobile flows support only these global values:
– $Flow.CurrentDateTime
– $Flow.CurrentDate
– $GlobalConstant.EmptyString
• Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values.
• If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value
and not the picklist choice set assigned to it.
• Running a flow as another user isn’t supported.
• Only the following assignment operations for collections are supported:
– Add
– Equal
– Equals Count
• Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen.
Otherwise, values are displayed as a dropdown list.
• When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around
this behavior, add additional items to the picklist.
• In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met:
– The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store
is nulled.
– The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference.
Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter.
– The parent record identified by the parent ID has a dynamic choice type configured as a related list.
• Flows can have up to nine conditions in a decision element.
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• Record Choice Sets created using the AttachedContentDocument objects on a Work Order or other supported object don't
work in the mobile app. The mobile app doesn't support showing a related list for files within a flow.
• When using the NOW() formula in fields, create a separate formula resource that resolves to NOW(), and use that resource in the
validation field. Doing so ensures the latest timestamp is used on the flow launch.
• Flows retain variable values after they’re entered. Clicking the Back button in a flow doesn’t clear the value.
• In Field Service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t
the newly created record’s ID. To access the cache ID in a flow on the app, you must turn on the option "Use separate resources, and
literal values" in the Create Record element.
• Chaining of formulas in the same flow step isn’t supported.
• Collection Choice Sets aren’t supported in flows.
• Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app.
• When a mobile flow contains an image, the BeforeInsert trigger in Apex can cause an error.
• To remove access to custom objects, log out and then back into the mobile app.
• Conditional visibility isn’t supported, with the exception of Data Capture (Beta).
• The In and Not In operators in flows aren’t supported in the Field Service mobile app.
• Dependent picklists are supported in mobile flows but aren’t supported on the desktop site.
• Results for Get Record in a flow are cached locally. To access newly available records in the flow, log out and back in to the mobile
app.
• Rich text in flows doesn’t show color in the Field Service mobile app.
• A custom flow for login must be set up when the Session Activation Required permission is enabled for Field Service mobile users.
Without a custom flow for login, mobile users lose access to the Service Resource object and can’t log in to the mobile app.
• Flows that modify the Service Report Language field on the Work Order object don’t work offline.
• New records created using a flow in the Field Service mobile app don’t have the auto-number field data type’s value populated. The
field isn’t populated, because the number is generated by the server during record creation and isn’t available locally on the app.
• Flow Builder on web allows users to assign empty values for record fields and are treated as null. However, on mobile, any fields in
the assignment block with empty values are ignored, and no empty values are specified.
• You can’t update the chatter feed on a new record from a flow when LDS is enabled.
Available Formula Functions and Operators
Note: Formula functions are case-sensitive. Make sure to use the formatting listed. For more details, see Formula and Operator
Functions
Formula Functions and Operators
Math Operators • + (Add)
• - (Subtract)
• * (Multiply)
• / (Divide)
• () (Open and Close Parenthesis)
Logical Operators • == (Equal), only == , not =
• != (Not Equal), only != , not <>
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Formula Functions and Operators
• < (Less Than)
• > (Greater Than)
• <= (Less or Equal)
• >= (Greater or Equal)
• && (And), only && , not AND
• || (Or), only || not OR
Date and Time Functions • DAY
• MONTH
• NOW
• WEEKDAY
• YEAR
Logical Functions • ISBLANK
• ISNUMBER
Math Functions • ABS
• CEILING
• FLOOR
• LN
• LOG
• SQRT
Text Functions • BEGINS
• CONTAINS
• FIND
• LEFT
• LEN
• LOWER
• RIGHT
• SUBSTITUTE
• TRIM
• UPPER
• VALUE
Advanced Functions • REGEX
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Build Flows for the Field Service Mobile App
Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow
EDITIONS
Builder.
Creating flows for the Field Service mobile app uses the same Flow Builder you know and love. Available in: both Salesforce
Here are some basic guidelines to follow. Classic (not available in all
orgs) and Lightning
• Save your flows as the Field Service Mobile Flow type.
Experience
• Include help text on each screen so that users understand what is expected of them.
The Field Service core
• Don’t ask more than one question per screen, especially if a screen involves picklists.
features, managed
Some special flows, like image upload flows and signature capture flows, are great additions to the package, and mobile app
Field Service mobile app. are available in Enterprise,
Unlimited, and Developer
Editions.
Create a Flow to Capture Images in the Field Service Mobile App
Create a flow that lets your team capture images from the Field Service mobile app. For example, To access the Field Service
make it easy for mobile workers to save photos of a customer’s asset before and after service. mobile app, users need the
Field Service Mobile user
Customer Signatures on Service Reports with a Flow
license.
Using an app extension, you can add a final step to capture a customer’s signature at the end
of a flow.
USER PERMISSIONS
Create a Flow to Capture Images in the Field Service Mobile App To open, edit, or create a
flow in Flow Builder:
Create a flow that lets your team capture images from the Field Service mobile app. For example,
• Manage Flow
make it easy for mobile workers to save photos of a customer’s asset before and after service.
To run flows from the app:
1. Build a flow with a Screen element that contains a File Upload component. • Run Flows
An API name is generated when you label your flow. You need the API name to connect the
flow to the Field Service mobile app.
2. Save your flow as the Field Service Mobile Flow type.
You can now connect the flow to the Field Service app with an app extension or Quick Action, just like any other flow.
Customer Signatures on Service Reports with a Flow
Using an app extension, you can add a final step to capture a customer’s signature at the end of a flow.
After you build a flow, create an app extension with these settings, which don't affect the rest of your flow. When the mobile app detects
the Service_Report_Flow name, it launches the Service Report preview interface when your flow is complete.
• Label—Enter the text that you want to appear in the Actions tab. For example, My Service Report Flow.
• Type—Select Flow.
• Name—Enter Service_Report_Flow.
• Scoped to Object Types—Enter ServiceAppointment.
• Launch Value—Enter the API name of the flow that you want to conclude with signature capture.
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Because the API name of the service report flow is unique, you can have only one Service_Report_Flow at a time.
SEE ALSO:
Flow Builder Tour
Flow Screen: File Upload
Trailhead: Customize User Settings
Guidelines for Capturing Signatures
Connect a Flow to the Field Service Mobile App
You can set up an app extension that connects a flow to the Field Service Mobile App.
EDITIONS
Before you create an app extension, make sure that you have already created a flow.
Available in: both Salesforce
Note: You must use the Field Service Mobile flow type. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, and
Experience
select Field Service Mobile Settings.
The Field Service core
Note: Only the user profiles assigned to the mobile settings configuration you select
features, managed
have access to the flow. To manage user profile assignments, click Manage Assignments package, and mobile app
on the Field Service Mobile Settings page. are available in Enterprise,
Unlimited, and Developer
2. In Lightning Experience, click the dropdown menu next to the mobile settings configuration
Editions.
that you want to add the flow to and select Show Details. If you’re using Salesforce Classic,
click the name of the mobile settings configuration that you want to add the flow to. To access the Field Service
mobile app, users need the
3. In Lightning Experience, under App Extensions, click New. If you’re using Salesforce Classic,
Field Service Mobile user
under App Extensions, click Add.
license.
4. Enter a label for your app extension. This label is what your users see in the user interface.
5. For Type, select Flow. USER PERMISSIONS
6. Enter a name that expresses the purpose of the flow.
To view, edit, or create a
7. For Scoped to Object Types, which controls where users can find and activate the flow, enter flow in Flow Builder:
the API name of the object. • Manage Flow
If you want to scope the flow to multiple objects, separate the object names with a comma To run flows from the app:
and no space. For example, if you enter WorkOrder,Contact, users can activate the flow • Run Flows
from the detail page of a work order or contact.
To create an unscoped flow action so that users can activate the flow from multiple screens,
leave this field blank.
8. Note: Flows must be of the type Field Service Mobile.
For Launch Value, enter the unique name of your flow.
9. Click Save.
Add a Flow from a Quick Action
1. Create a Flow with type Field Service Mobile Flow. Remember the Flow Label name for future steps.
2. Mark the new flow as Active.
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3. In Object Manager select Work Order or Work Order Line Item, depending on which layout you want to use.
4. Click Buttons, Links, and Actions.
5. Click New Action and set the Action Type to Flow.
6. Set the Flow dropdown to the Flow Label name.
7. Enter the text you want to appear in the app for the name field. Remember this name for future steps.
8. Save your work.
9. In Object Manager, search for Work Order and select Page Layouts.
10. Click the page layout you want to modify, then select Mobile and Lightning Actions.
11. Find the action you created by searching for the name you entered in the name field.
12. Drag your action to the Salesforce Mobile and Lightning Experience section of your layout.
13. Save your layout.
Set Up Automatic Status Change
Accurate and on-time status changes are a key part of field operations workflow. With Automatic
EDITIONS
Status Change, mobile workers can focus on their jobs and work more efficiently while the Field
Service mobile app tracks status changes for them. For the back office, accurate status changes Available in: both Salesforce
give better insight into the activity in the field without creating more work for mobile workers. Classic (not available in all
Automatic Status Change is triggered at three points depending on location and time for today’s orgs) and Lightning
appointments. Experience
• When the mobile worker is traveling toward the first appointment of the day or traveling to The Field Service core
their next appointment. features, managed
package, and mobile app
The traveling status change for the first appointment is triggered only if the mobile worker:
are available in Enterprise,
– Has traveled 80% of the distance to the service appointment. Unlimited, and Developer
– Is traveling within 1 hour before the appointment is scheduled to start. Editions.
• When the mobile worker arrives at the location of the appointment. To access the Field Service
mobile app, users need the
• When the mobile worker has finished an appointment. If another appointment is on the schedule,
Field Service Mobile user
the next appointment’s status changes to En Route, regardless of the mobile worker’s distance license.
from the appointment or the time remaining before the appointment starts.
Before you begin:
USER PERMISSIONS
• Make sure that your mobile workers set the location permission on their device to Always.
To customize Automatic
• Automatic Status Change only supports the default list view. To show service appointments
Status Change settings:
for one mobile worker in the default list view, in the Owner filter, select My Service
• Customize Application
Appointments.
1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field
Service Mobile Settings.
2. Edit the required settings.
3. Scroll down to the Automatic Status Change settings.
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4. Select a mode.
Manual The mobile worker must cancel or confirm the change.
Timed The mobile worker can cancel or confirm the change. If no action is taken, the status
changes when the timer ends.
Automatic The mobile worker is informed about the change after it happens.
5. For Radius in Meters, enter the service appointment radius (100–5,000 meters) that can trigger status changes.
6. For Time Limit in Minutes, enter the amount of time (1–60 minutes) before an appointment’s scheduled start time or actual end
time that can trigger a status change.
7. For Cancellation or Dismissal Timer in Seconds, enter the duration (10–600 seconds) that the timer is visible. After this time, the
status changes automatically and can’t be canceled. This setting is only for Timed mode.
8. For Traveling Status, enter the status that indicates that a mobile worker is traveling to a service appointment.
9. For On-Site Status, enter the status that indicates that a mobile worker is at a service appointment.
10. For Completed Status, enter the status that indicates that a mobile worker completed a service appointment.
11. Save your changes.
Consider these points when you’re setting up Automatic Status Change.
• If you’re using Automatic Status Change and Appointment Assistant Real-Time Location, it’s recommended to enter a small radius
in Radius in Meters. A small radius ensures that Appointment Assistant customers can see the mobile worker’s location up until the
worker’s close to the appointment.
• If you’re using mobile flows, Automatic Status Change can cause a conflict with these flows. It’s recommended to run status-related
flows on the server.
SEE ALSO:
Automatic Status Change
Configure Field Service Settings
Add Flows to the Field Service Mobile App
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Set Up Service Appointment Bundling for Mobile Workers
To give mobile workers access to the bundled service appointments in the Field Service mobile
EDITIONS
app, you update the service appointment layout and add field permissions for mobile users.
Watch the video to see how grouping short appointments at nearby or same-site locations to create Available in: both Salesforce
a bundle helps you and your customers. Classic (not available in all
orgs) and Lightning
Watch a video Experience
The Field Service core
Add the Related List to the Service Appointment Layout features, managed
In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the package, and mobile app
service appointment’s Related tab. In existing orgs, you add the Bundle Member Service are available in Enterprise,
Appointments related list and its properties to the service appointment layout. Unlimited, and Developer
Editions.
Add Field Permissions for Mobile Users
Give mobile users read access to fields on the Service Appointment object. To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
Add the Related List to the Service Appointment Layout
In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the service
EDITIONS
appointment’s Related tab. In existing orgs, you add the Bundle Member Service Appointments
related list and its properties to the service appointment layout. Available in: both Salesforce
1. From Setup, open the Object Manager. Classic (not available in all
orgs) and Lightning
2. Search for and open the Service Appointment object.
Experience
3. Click Page Layouts.
The Field Service core
4. Open the relevant layout. features, managed
5. Click Related Lists. package, and mobile app
are available in Enterprise,
6. Drag Bundle Member Service Appointments into the Related Lists.
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
7. To configure the properties of the related list, click .
USER PERMISSIONS
To customize layouts:
• Customize Application
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Note: The Sort By option isn’t currently supported.
8. Save your changes.
9. To see the Bundle Member Service Appointments list, in a bundle service appointment, open the Related tab. The appointments
appear in the order determined by the Appointment Bundle Sort Policy, if configured.
Note: The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is
determined by the Appointment Bundle Sort Policy.
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Note: Don’t use the arrow that changes the order of the appointments according to a specific column. The arrow overrides the
order determined in the Appointment Bundle Sort Policy.
SEE ALSO:
Create an Appointment Bundle Sort Policy
Add Field Permissions for Mobile Users
Give mobile users read access to fields on the Service Appointment object.
EDITIONS
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
Available in: both Salesforce
2. Open the permission set used for mobile users.
Classic (not available in all
3. From Apps, click Object Settings. orgs) and Lightning
4. Open the Service Appointments object. Experience
5. Click Edit. The Field Service core
features, managed
6. Give Read access to the Bundle, Bundle Member, and Related Bundle fields.
package, and mobile app
7. Save your changes. are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To add field permissions:
• Customize Application
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Set Up Geolocation-Based Actions for Field Service Mobile Workers
Automate actions based on the location of your mobile workers. Prompt your mobile workers to
EDITIONS
complete the actions before or after their service appointments.
Available in: both Salesforce
Give Mobile Workers Permissions Classic (not available in all
orgs) and Lightning
1. From Setup, in the Quick Find box, enter Users, and then select Profiles. Experience
2. Edit the required profile.
The Field Service core
3. From the General User Permissions section, select Run Flows. features, managed
package, and mobile app
4. From the Standard Object Permissions section, give Read and Edit permission for the Geolocation
are available in Enterprise,
Based Actions object.
Unlimited, and Developer
Editions.
Add the Related List To access the Field Service
1. From the object management settings for service appointments, go to Page Layouts. mobile app, users need the
Field Service Mobile user
2. Open the mobile worker's page layout.
license.
3. Drag Geolocation Based Actions into the Related Lists section.
4. Repeat steps 1–3 for the admin’s page layout. USER PERMISSIONS
5. In the mobile app and in the desktop application, open a Geolocation Based Actions record
and verify that you can see the related list. To create and edit custom
objects:
• Customize Application
Create the Flow To edit object permissions:
Create a flow for the location-based actions that your mobile workers can see. Setting up a flow • Manage Profiles and
helps you automate the location-based actions so that you don't need to add the actions to individual Permission Sets
service appointments. To open, edit, or create a
flow in Flow Builder:
Note: If you choose to manually create a geolocation-based action for a specific service • Manage Flow
appointment instead of using a flow, make sure to set the owner as the assigned service
resource’s user.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
2. Click New Flow.
3. Select Start From Scratch and click Next.
4. Select Record-Triggered Flow and click Create.
5. In the Configure Start window, determine when the flow is triggered.
a. For Object, find and select Service Appointment.
b. For Trigger the Flow When, select A record is created or updated.
c. In Optimize the Flow for, select Actions and Related Records.
6. Click Save.
7. Enter a label.
API Name is populated based on the label you entered.
8. Save the flow.
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Create the Resources for the Flow
1. Open the Toolbox.
2. Create a resource for the assigned resource record.
a. For Resource Type, select Variable.
b. Enter an API name, for example AssignedResourceRecord.
c. For Data Type, select Record.
d. For Object, find and select Assigned Resource.
e. Select Available for Input and Available for Output.
3. Create a resource for the geolocation-based action that’s triggered when the mobile worker enters the geofence.
a. For Resource Type, select Variable.
b. Enter an API name, for example, EnterGeolocationAction.
c. For Data Type, select Record.
d. For Object, find and select Geolocation Based Action.
e. Select Available for Input and Available for Output.
4. Create a resource for the geolocation-based action that’s triggered when the mobile worker exits the geofence.
a. For Resource Type, select Variable.
b. Enter an API name, for example, ExitGeolocationAction.
c. For Data Type, select Record.
d. For Object, find and select Geolocation Based Action.
e. Select Available for Input and Available for Output.
5. Create a resource for the collection of geolocation-based actions.
a. For Resource Type, select Variable.
b. Enter an API name, for example, GeolocationActions.
c. For Data Type, select Record.
d. For Object, find and select Geolocation Based Action.
e. Select Available for Input and Available for Output.
f. Select Allow multiple values (collection).
Add Elements to the Flow
You can add only one geolocation-based action that’s triggered before a service appointment and one that’s triggered after.
1. Add a Get Records element for the assigned resources.
a. Enter a label, for example, Get Assigned Resource.
b. Enter an API Name, for example, GetAssignedResource.
c. For Object, find and select Assigned Resource.
d. For Condition Requirements, select All Conditions Are Met (AND).
e. For Field, find and select ServiceAppointmentId.
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f. For Operator, select Equals.
g. For Value, find and select the service appointment record, and then find and select Service Appointment Id. The value looks like
this when you click on it: {!$Record.Id}.
h. For How Many Records to Store, select Only the first record.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Where to Store Field Values, select Together in a record variable.
k. For Record, find and select the variable that you created for the assigned resource record. In our example, that’s the
AssignedResourceRecord variable.
l. For Select Assigned Resource Fields to Store in Variable, add the ServiceResourceId field.
2. Add a Decision element that checks whether an assigned service resource exists.
a. Enter a label, for example, Is Service Resource Assigned?.
b. Enter an API Name, for example, IsServiceResourceAssigned.
c. Set up the decision so that the flow ends if there’s no assigned resource and continues if there’s an assigned resource. To
determine whether an assigned resource exists, for Resource, find and select the variable that you created for the assigned
resource record. In our example, that’s the AssignedResourceRecord variable. For Operator, select Is Null, and for Value, find and
select False.
3. Add a Get Records element for the geolocation-based actions.
a. Enter a label, for example, Get Geolocation-Based Actions.
b. Enter an API Name, for example, GetGeolocationBasedActions.
c. For Object, find and select Geolocation Based Action.
d. For Condition Requirements, select All Conditions Are Met (AND).
e. For Field, find and select ReferenceRecordId.
f. For Operator, select Equals.
g. For Value, find and select the service appointment record, and then find and select Service Appointment Id. The value looks
like this when you click on it: {!$Record.Id}.
h. For How Many Records to Store, select All records.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Record Collection, find and select the variable that you created for the collection of geolocation-based actions. In our example,
that’s the GeolocationActions variable.
k. For Select Geolocation Based Action Fields to Store in Variable, add the ActionType, Name, and TriggerType fields.
l. Select When no records are returned, set specified variables to null.
4. Add a Decision element that checks whether there are any geolocation-based actions that are associated with this service resource.
a. Enter a label, for example, Has Geolocation-Based Actions?.
b. Enter an API Name, for example, HasGeolocationBasedActions.
c. Set up the decision so that the flow ends if actions exist and continues if none exist. To determine whether an action exists, for
Resource, find and select the variable that you created for the collection of geolocation-based actions. In our example, that’s the
GeolocationActions variable. For Operator, select Is Null, and for Value, find and select True.
5. Add a Create Records element for the actions that are triggered when the mobile worker enters a geofence.
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a. Enter a label, for example, Create Enter Action.
b. Enter an API Name, for example, CreateEnterAction.
c. For How to set record field values, select Manually.
d. For Object, select Geolocation Based Action.
e. For ActionData, enter the JSON format of the action.
If this flow opens a record, enter the ID of the record, for example, {"viewRecord": "1WLxx000000003FGAQ"}.
If this flow launches a quick action, enter the API name of the quick action as it’s shown in the page layout, for example,
{"quickAction": "Global.LogACall"}. Quick actions must be of type Flow, Lightning Web Component, or Create
and Update Record.
Note: To find the API name of a quick action, in Object Manager, open the Service Appointment object and click Page
Layouts. Open the mobile worker’s page layout and hover over the required quick action. The API name is shown as the
name of the action in the tooltip. In this example, the API name is ServiceAppointment.SendEmail.
f. For the value of ActionType, find and select Platform Alert, Quick Action or View Record.
g. Enter a name.
h. For the value of Radius, enter the number of meters from a service appointment that triggers the action.
i. For the value of TriggerType, find and select Enter.
j. Add the ReferenceRecordId field. For Value, find and select the service appointment record, and then find and select Service
Appointment Id. The value looks like this when you click on it: {!$Record.Id}.
k. Select Manually assign variables.
l. For Variable, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile
worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then, find and select the ID of the
geolocation-based action. The value looks like this example when you click on it: {!EnterGeolocationAction.Id}.
6. Add a Create Records element for sharing the actions that are triggered when the mobile worker enters a geofence.
a. Enter a label, for example, Create Enter Action Share.
b. Enter an API Name, for example, CreateEnterActionShare.
c. For How to set record field values, select Manually.
d. For Object, find and select Geolocation Based Action Share.
e. For AccessLevel, find and select Read/Write.
f. Add the ParentId field. For Value, find and select the variable that you created for the geolocation-based action that’s triggered
when the mobile worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then, find and select
the ID of the geolocation-based action. The value looks like this example when you click on it:
{!EnterGeolocationAction.Id}.
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Salesforce Field Service Customize the Field Service Mobile App
g. Add the RowCause field. For Value, find and select Manual Sharing.
h. Add the UserOrGroupId field. For Value, find and select the variable that you created for the assigned resource record. In our
example, that’s the AssignedResourceRecord variable. Then, add ServiceResource, RelatedRecord, and User Id. The value looks
like this example when you click on it: {!AssignedResourceRecord.ServiceResource.RelatedRecord.Id}.
7. Add a Create Records element for the actions that are triggered when the mobile worker exits a geofence.
a. Enter a label, for example, Create Exit Action.
b. Enter an API Name, for example, CreateExitAction.
c. For How to set record field values, select Manually.
d. For Object, find and select Geolocation Based Action.
e. For ActionData, enter the JSON format of the action.
If this flow opens a record, enter the ID of the record, for example, {"viewRecord": "1WLxx000000003FGAQ"}.
If this flow launches a quick action, enter the API name of the quick action as it’s shown in the page layout, for example,
{"quickAction": "Global.LogACall"}. Quick actions must be of type Flow, Lightning Web Component, or Create
and Update Record.
Note: To find the API name of a quick action, in Object Manager, open the Service Appointment object and click Page
Layouts. Open the mobile worker’s page layout and hover over the required quick action. The API name is shown as the
name of the action in the tooltip. In this example, the API name is ServiceAppointment.SendEmail.
f. Enter a name.
g. For the value of Radius, enter the number of meters from a service appointment that triggers the action.
h. For the value of TriggerType, select Exit.
i. Select Manually assign variables.
j. For Variable, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile
worker exits the geofence. In our example, that’s the ExitGeolocationAction variable. Then, add the Geolocation Based Action
ID. The value looks like this example when you click on it: {!ExitGeolocationAction.Id}.
8. Add a Create Records element for sharing the actions that are triggered when the mobile worker exits a geofence.
a. Enter a label, for example, Create Exit Action Share.
b. Enter an API Name, for example, CreateExitActionShare.
c. For How to set record field values, select Manually.
d. For Object, find and select Geolocation Based Action Share.
e. Add the RowCause and UserOrGroupId fields. For the values of AccessLevel, RowCause, and UserOrGroupId, enter the same
values that you entered in the Create Exit Action element.
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Salesforce Field Service Using the Field Service Mobile App
f. Add the ParentId field. For Value, find and select the variable that you created for the geolocation-based action that’s triggered
when the mobile worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then, find and select
the ID of the geolocation-based action. The value looks like this example when you click on it:
{!ExitGeolocationAction.Id}.
9. Save and activate the flow.
SEE ALSO:
Geolocation-Based Actions
Using the Field Service Mobile App
Learn how to install and log into the app, adjust in-app settings, and complete common tasks from
EDITIONS
the app.
Available in: both Salesforce
Get the Field Service Mobile App Classic (not available in all
The Field Service mobile app is available to users with the Field Service Mobile license and a orgs) and Lightning
supported Android or iOS device. Learn how to install the app and log in. Experience
Add the Field Service Mobile Widget The Field Service core
You can add the Field Service mobile widget along with the Field Service mobile app on iOS features, managed
devices. package, and mobile app
are available in Enterprise,
Search for Records Unlimited, and Developer
Use the Search tab to search for records. Editions.
Work with Offline Priming in the Field Service Mobile App To access the Field Service
Equip your workforce with the Field Service mobile app’s offline capability so that they can mobile app, users need the
complete tasks regardless of network availability. Field Service Mobile user
license.
In-App Profile Settings in the Field Service Mobile App
Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads,
manage linked accounts, and provide feedback to Salesforce about the app.
Use Time Sheets in the Field Service Mobile App
View time sheets, log working hours, and submit time sheets for approval on the go.
Chatter in the Field Service Mobile App
Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed tab.
Create Service Reports in the Field Service Mobile App
Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and
others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review
important considerations about offline service reports and service report previews.
View Knowledge Articles in the Field Service Mobile App
Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and
guidelines with your team.
Create Resource Absences in the Field Service Mobile App
Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t
assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view
work and absences together in the Schedule tab.
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Salesforce Field Service Using the Field Service Mobile App
View and Complete Work Plans on the Field Service Mobile App
Front-line workers can use the Field Service mobile app to view and complete work plans. Using the Work Plans tab, they can
complete assignments quickly and accurately.
Automatic Status Change
Receive in-app updates that notify you of automatic status changes.
Manage Bundled Service Appointments on the Field Service Mobile App
You can view and report your progress on one or more bundled service appointments.
Get the Field Service Mobile App
The Field Service mobile app is available to users with the Field Service Mobile license and a
EDITIONS
supported Android or iOS device. Learn how to install the app and log in.
1. To get the app, search for Field Service in the Google Play Store or the iOS App Store on your Available in: both Salesforce
mobile device. Classic (not available in all
orgs) and Lightning
2. Open the app and log in. If prompted, create a passcode for an added level of security. If your
Experience
Salesforce admin allows logins only through a company-specific login URL such as
mycompany.my.salesforce.com, you must log in with a custom domain. To specify production The Field Service core
or sandbox, click the gear icon in the top right of the login screen, or press + to enter a custom features, managed
domain. package, and mobile app
are available in Enterprise,
If you’re an Experience Builder site user, the first login is slightly different. On the initial login
Unlimited, and Developer
screen, click the settings button in the top right, and then add a connection with the URL of
Editions.
your site. You can find the URL in Setup under Digital Experiences. If you're on an iOS device,
omit https:// when entering the site URL. To access the Field Service
If you see a prompt that says FieldServiceApp Wants to Use salesforce.com to Sign In, accept mobile app, users need the
it to log in to the app. For custom logins, see Customize the Apex Login Controller. Field Service Mobile user
license.
3. When you open the app for the first time, you receive several device permission requests.
Approve the requests to let the app:
• Send you notifications.
• Access your basic information.
• Always access your location, which is used in the app’s mapping functionality and geolocation tracking for scheduling. Always
means that your location is tracked when you’re using the app and when it’s running in the background. If the app isn’t running
in the background or you’re logged out, your location isn’t tracked.
• Access your camera.
Note: When using the iOS app with iOS 13 or later, the location permission request allows the app to track the location only while
the app is being used. To track the location while the app is in the background, set this value to Always from the device’s Settings
app (Settings > Field Service > Location).
SEE ALSO:
Field Service Mobile App Requirements
Give Users Access to the Field Service Mobile App
Customize the Apex Login Controller
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Salesforce Field Service Using the Field Service Mobile App
Add the Field Service Mobile Widget
You can add the Field Service mobile widget along with the Field Service mobile app on iOS devices.
EDITIONS
The widget shows the next service appointment on your home screen. You can see the appointment
details and check when to head out to the appointment to make sure you're on time. You can also Available in: both Salesforce
update the appointment’s status from Dispatched to En Route and navigate to the location directly Classic (not available in all
from the widget. orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
SEE ALSO:
Apple Guide: How to add widgets on your iPhone
Set Up the Field Service Mobile Widget (Beta)
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Salesforce Field Service Using the Field Service Mobile App
Search for Records
Use the Search tab to search for records.
EDITIONS
Note: If you can’t see the Search tab, ask your Salesforce admin for help.
Available in: both Salesforce
1. From the Field Service mobile app, open the search tab. Classic (not available in all
orgs) and Lightning
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To access the Search tab:
• Custom Applications for
2. Enter a search term or use the barcode scanner. Field Service Mobile
The search results show only the first 50 records that were modified in the last 2 years, based AND
on the last modified field on the record. Older results aren’t shown. Lightning SDK for Field
Service Mobile
3. To apply filters and determine how the results are sorted, tap the filter icon.
4. To determine how the results are sorted, tap Sort By.
You can sort the results by Last Modified, First Modified, A–Z, and Z–A. Objects that have Latitude and Longitude fields (Service
Appointment, Work Order, Work Order Line Item, and Asset) can also be sorted by Closest Location and Furthest Location.
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Salesforce Field Service Using the Field Service Mobile App
Note: When you sort by distance, the 50 last modified records are loaded and only then sorted according to distance, and
it’s possible that you can’t see the most accurate results. For example, if you sort service appointments according to Closest
Location and the service appointment with the shortest distance hasn’t been modified recently, it’s possible that it doesn’t
appear in the results.
5. To search in a different object, tap Type.
6. To search for a specific field value, tap Add Filter to select a field and a value.
7. To see more details about the results, tap Expand All.
8. When you find the result that you were looking for, tap it to open the record.
SEE ALSO:
Set Up the Search Tab
Work with Offline Priming in the Field Service Mobile App
Equip your workforce with the Field Service mobile app’s offline capability so that they can complete
EDITIONS
tasks regardless of network availability.
Available in: both Salesforce
Get Started with Field Service Mobile Offline Classic (not available in all
Learn about the offline capabilities of the Field Service mobile app. orgs) and Lightning
Experience
Recommendations and Considerations
Before you set up and use the Field Service mobile app, learn about the differences between The Field Service core
the offline and online experience and considerations for use. features, managed
package, and mobile app
Use Briefcase Builder with Field Service for Offline Work are available in Enterprise,
Get access to thousands of records offline, even in the most challenging environments. Unlimited, and Developer
Offline Behaviors in the Field Service Mobile App Editions.
See what gets primed and what is available offline with the Field Service mobile app. To access the Field Service
Offline Frequently Asked Questions mobile app, users need the
Field Service Mobile user
Here, we address some of the most frequently asked questions and provide answers and
license.
solutions.
SEE ALSO:
Field Service Mobile App Considerations
Briefcase Builder
Download the Field Service Connected App
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Salesforce Field Service Using the Field Service Mobile App
Get Started with Field Service Mobile Offline
Learn about the offline capabilities of the Field Service mobile app.
EDITIONS
After it’s added, the quick action appears for any record in the object’s main layout. To conditionally
navigate users to specific screens, configure LWCs to show links or buttons based on certain Available in: both Salesforce
conditions. Classic (not available in all
orgs) and Lightning
Experience
Key Offline Capabilities
The Field Service core
• Create, edit, and delete records even with limited or no connectivity. When devices reconnect
features, managed
to the internet, the app automatically syncs changes to Salesforce and alerts users to any conflicts
package, and mobile app
that require resolution. are available in Enterprise,
• With Briefcase Builder, you can define the objects and records that users need access to while Unlimited, and Developer
offline. Editions.
• High Volume Briefcase (beta Summer ’24) enables access to large volumes of data offline. To access the Field Service
• A new priming engine efficiently preloads records in preparation for offline use. mobile app, users need the
• Lightning Data Service works with primed records. When online, it uses the cache to enhance Field Service Mobile user
performance, and when offline, it provides access to all records whether existing, changed, or license.
new.
Recommendations and Considerations
Before you set up and use the Field Service mobile app, learn about the differences between the
EDITIONS
offline and online experience and considerations for use.
Available in: both Salesforce
Recommendations Classic (not available in all
orgs) and Lightning
Understanding the differences between offline and online experiences is crucial, as certain features Experience
require online access to function correctly. These differences are detailed in the Considerations and
Limitations section of the Mobile and Offline Developer Guide, which is essential reading for success The Field Service core
when working with Lightning web components. We recommend developing your components features, managed
while online and thoroughly testing their behavior in online and offline scenarios. For field testing, package, and mobile app
limit participation to features or users who are aware of the limitations of early access software to are available in Enterprise,
avoid compromising your business operations. Unlimited, and Developer
Editions.
General Considerations To access the Field Service
mobile app, users need the
• The Lightning Web Components framework includes a wide range of built-in components, a Field Service Mobile user
number of modules that enable features, and a range of wire adapters for data access. The license.
implementation currently available in the Field Service mobile app supports a subset of these
features. See additional details in the Mobile Offline Developer Guide and the Field Service
Developer Guide.
• Field Service offline-specific features support only Lightning web components. Aura components and Visualforce aren’t supported.
• Field Service offline-specific features rely on platform-native implementations that are only available in an offline-enabled mobile
app, such as Salesforce Field Service. They don’t work in a web browser, whether on a mobile device or a desktop.
• Some settings don’t affect offline use but can affect data usage.
– Record data cache time: This setting controls how long cached data is valid. After this cache time expires, the app checks for
updates on the next sync or when the record is accessed. Setting the cache time to a low value can lead to excessive network
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Salesforce Field Service Using the Field Service Mobile App
usage and decreased performance. To ensure that your data cache remains up to date, sync data frequently, especially if you
work offline often.
– Schedule update frequency time: This setting controls how frequently the user’s schedule is checked for updates. Consider using
the highest value to reduce data usage. Additionally, schedule updates can be triggered from push notifications to further reduce
data usage. If a large volume of data exists, priming can take a while from the initial app launch or after a user logs on to the
app.
Offline Considerations
• The Field Service mobile app and LWCs don’t have a reliable way to detect online or offline status, as connectivity can change
frequently and mobile signals are often unreliable. Our goal is to make sure that LWCs function offline first, treating offline use as a
normal condition, not a failure. We recommend designing components with this consideration in mind.
• The Field Service mobile app automatically preloads (primes) data for offline use. You can customize your priming strategy with
Briefcase Builder by creating briefcase definitions tailored to your users’ needs.
• The app also primes essential metadata. For example, custom object and field definitions, page layouts, quick actions, flow metadata,
and other Salesforce metadata, including the necessary LWC code for offline apps. While the app doesn’t have specific knowledge
of your custom LWC features, it analyzes and loads relevant objects, layouts, and components. To improve this process and boost
performance, follow the Mobile and Offline Developer Guide.
• During priming, you can use your device for other tasks, but download start times vary: Android devices download records immediately,
while iOS devices sometimes download records with a delay.
Use Briefcase Builder with Field Service for Offline Work
Get access to thousands of records offline, even in the most challenging environments.
EDITIONS
With Briefcase Builder, you can create a briefcase and then select the records that you want to put
in the briefcase. After the briefcase is set up, you can make it available to your users while they’re Available in: both Salesforce
offline in the Field Service iOS and Android mobile apps. Classic (not available in all
orgs) and Lightning
Note: To use Briefcase Builder and access its full functionality, install the iOS and Android Experience
Field Service connected apps. Without the connected apps, Briefcase Builder doesn’t work.
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
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Salesforce Field Service Using the Field Service Mobile App
Offline Behaviors in the Field Service Mobile App
See what gets primed and what is available offline with the Field Service mobile app.
EDITIONS
Table 5: Service Appointments, Work Orders, Assets, Feeds, Knowledge Articles
Available in: both Salesforce
Object Record Object Page/Compac/Steacrh Reference Related Related Actions Files Classic (not available in all
data spec layout data list (list list (attached (content orgs) and Lightning
only) (details) LWCs) document Experience
only)
The Field Service core
Service features, managed
appointment package, and mobile app
(SA) are available in Enterprise,
schedule Unlimited, and Developer
list Editions.
Work To access the Field Service
Order mobile app, users need the
(WO) Field Service Mobile user
(parent license.
of SA on
schedule
list)
Work
Order
Line
Item
(WOLI)
(parent
of SA on
schedule
list or
child of
WO
that’s a
parent of
SA on
schedule
list)
Asset
(child of
WO that
is parent
of SA on
schedule
list)
ProductConsumed, Case and
ProductRequire, product
Account, only
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Salesforce Field Service Using the Field Service Mobile App
Object Record Object Page/Compact/Search Reference Related list Related list Actions Files
data spec layout data (list only) (details) (attached (content
LWCs) document
only)
Case,
Contact,
AssignedResource
(child of WO
that is parent
of SA on
schedule list)
Object X When
(child of referencing
WO/WOLI an object
that is parent with record
of SA on data object
schedule spec, and
list). (Any page layout
other object data that’s
not primed
mentioned
before.)
Object X When
(child of SA referencing
on schedule an object
list) with record
data, object
spec, and
page
Object Y
(child of
child [level 3]
of WO that is
parent of SA
on schedule
list). (Only if
referenced
by objects
not explicitly
mentioned
before.)
Object Z
(WO ->
object x ->
object y ->
object z)
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Salesforce Field Service Using the Field Service Mobile App
Object Record Object Page/Compact/Search Reference Related list Related list Actions Files
data spec layout data (list only) (details) (attached (content
LWCs) document
only)
Service
Reports 1.0
Service
Documents/
Service
Reports 2.0
Feeds for
asset, case,
WO, product
request,
product
request line
item, SA
Knowledge
articles
Table 6: Inventory list Tab
Object Record Object Page/Compact/Search Reference Related Related Actions Files
data spec layout data list (list list (attached (content
only) (details) LWCs) document
only)
Product
Items,
Product
Request,
Product
Transfer
Timesheets,
Timesheet
Entry
Flows
• All Field Service flows in Field Service mobile settings are primed.
• Subflows referenced explicitly by a Field Service flow are primed.
• Records referenced by flows aren’t primed.
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Salesforce Field Service Using the Field Service Mobile App
Offline Frequently Asked Questions
Here, we address some of the most frequently asked questions and provide answers and solutions.
EDITIONS
Common question Answer Available in: both Salesforce
What are drafts? When records are created, updated, or deleted Classic (not available in all
in the Field Service mobile app, each change is orgs) and Lightning
Experience
recorded as a draft and queued to sync back to
your org. This process happens whether the The Field Service core
device is online or offline. If the device is online, features, managed
the app syncs drafts immediately. Otherwise, it package, and mobile app
syncs them when the device is back online. With are available in Enterprise,
a good network connection, there’s no visible Unlimited, and Developer
difference between directly editing records in Editions.
the standard Salesforce Field Service mobile app
To access the Field Service
and syncing changes via drafts. Drafts are mobile app, users need the
typically created by using a Field Service Mobile user
<lightning-record-form> to create or update a license.
record or by explicitly calling the @wire adapters
for createRecord, updateRecord, or
deleteRecord.
How are drafts synced? When a network connection is restored, the
draft queue activates and syncs draft records in
the order that they were created. Changes in a
draft record are applied when the draft syncs to
the Salesforce service. This process affects
system-maintained fields like created and last
modified dates, and it can impact features
implemented in triggers. Drafts are synced
without checking for version conflicts with
server data. If a draft conflicts with other server
edits, the outcome depends on when the
mobile user comes back online and syncs the
draft. The last change applied to the service
takes precedence.
Why did my draft fail to sync? A draft can fail to sync for several reasons.
• The draft failed to pass validation checks on
a custom object or field value. These checks,
which occur only on the server, can involve
one or multiple fields.
• There were conflicting changes to the
record since the draft was created. For
example, if a draft references or modifies a
record that was deleted, the sync fails.
• Drafts sync to the server in the order that
they were created. If one draft fails, the
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Salesforce Field Service Using the Field Service Mobile App
Common question Answer
remaining drafts stay in the queue until you delete or fix the
failed draft.
To delete a draft that failed to sync, tap Undo, which reverts the
changes in the draft. To fix a draft that failed due to validation
issues, tap Edit. You need an <objectApiName>.edit LWC quick
action to support editing drafts.
How are sync conflicts handled? When a sync conflict occurs, the most recent change uploaded to
the Salesforce server takes precedence. If a conflict arises during
the upload, the Pending Uploads queue pauses. Because
subsequent changes in the queue can depend on the prior change,
you must resolve the conflict before the queue can process further.
To resolve a conflict, either delete the pending upload or, where
possible, tap items to edit the data.
How are appointment changes handled? Mobile workers can receive new or updated appointments. When
appointment schedules change, mobile workers receive a text
notification, If the app is in the foreground or background when
the mobile worker gets a notification, the service appointment is
automatically primed. If the app isn’t running, the service
appointment and any associated records aren’t updated and
primed until the mobile worker opens the app and taps the
notification.
How do I resolve priming errors? If a network error occurs during priming, an error message appears,
and priming stops. Use the offline priming UI to resync your data
after connectivity is restored. Priming can also stop if the server
receives too many requests. In this case, retry your request after a
short break to allow the server to catch up. If an ID error message
occurs in Briefcase Builder, it indicates that the ID isn’t set correctly.
Contact your Salesforce admin or Salesforce Customer Support for
assistance.
How do I get quick actions to show in the Actions launcher when To display quick actions in the Actions launcher, add the quick
I view a record? action to the object’s main layout. After the quick action is added,
it appears for any record in the object’s main layout. To
conditionally navigate users to specific screens, configure LWCs to
show links or buttons based on certain conditions. See Create Quick
Actions for the Field Service Mobile App on page 899.
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Salesforce Field Service Using the Field Service Mobile App
In-App Profile Settings in the Field Service Mobile App
Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage
EDITIONS
linked accounts, and provide feedback to Salesforce about the app.
Available in: both Salesforce
View pending uploads Classic (not available in all
orgs) and Lightning
The upload queue shows pending uploads that the app sends to your org when internet access is Experience
restored. Each upload represents individual changes to records that the user has made in the order
that they made them. If an upload in the queue encounters an error, the queue pauses until the The Field Service core
error is resolved. To delete a pending upload, swipe it left and confirm the deletion. features, managed
package, and mobile app
are available in Enterprise,
Manage linked accounts Unlimited, and Developer
Editions.
In the account management section, you can log out from your current user profile or log in with
a different account. To access the Field Service
mobile app, users need the
Field Service Mobile user
Give feedback license.
Tap the feedback button to share your feedback about the app with Salesforce. Your Salesforce
admin doesn’t receive the feedback you submit.
Advanced Settings: Clear Cached Metadata
To refresh all metadata from the server, tap Clear Cached Metadata. Use this action if the app is reacting slowly or behaving unexpectedly.
This action doesn’t touch customer data.
When the cache is cleared, any changes that the admin made in these items are erased.
• Page, search, or compact layouts
• Fields and relationships for objects
• Field service mobile settings
• Themes
• Feature flags
• List views for inventory
• Quick actions
• Flows
• App extensions
Clearing the cache is also useful when the admin is developing a Lightning web component (LWC). Clear the cache to remove old caches
and to retrieve the latest data for any changes made on the LWC.
After clearing the cache, close the app and make sure that it isn’t running in the background. For iOS devices, see instructions on how
to close an app. For Android devices, see instructions on stopping apps working in the background.
You can then reopen the app to carry on working.
Advanced Settings: Flow Refresh
To immediately refresh the flow metadata from the server, tap Flow Refresh.
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Salesforce Field Service Using the Field Service Mobile App
Advanced Settings: Preferred Email App
(iOS only) To choose your favorite email app to send emails, tap Email App, and select your preferred app.
SEE ALSO:
Add a Profile Tab Background Image in the Field Service Mobile App
Field Service Mobile App Considerations
Use Time Sheets in the Field Service Mobile App
View time sheets, log working hours, and submit time sheets for approval on the go.
EDITIONS
To ensure that mobile workers can access time sheets on their mobile devices, make sure that you
follow the setup steps in Get Started with Field Service Time Sheets on page 422. Available in: both Salesforce
Classic (not available in all
1. To access mobile time sheets, tap Profile, then tap . orgs) and Lightning
2. View your current time sheets or use the dropdown menu to view past time sheets. To view Experience
time sheet details, such as time sheet entries and related lists, tap View Time Sheet.
The Field Service core
The Current Time Sheets list view shows time sheets that are within the current time period. features, managed
Once the time period is over, time sheets are moved to the Past Time Sheets list view. For package, and mobile app
example, if your time period ends on Friday, a new time sheet appears in the Current Time are available in Enterprise,
Sheets list view on Monday. Unlimited, and Developer
Editions.
3. To create time sheet entries, navigate to the time sheet overview screen. Then tap + next to a
date in the time sheet, and enter the time sheet entry details.
USER PERMISSIONS
4. To submit a time sheet, navigate to a current or past time sheet and tap Submit.
To view time sheets and
Note: If the Salesforce admin hasn't set up an approval process, users don't see the time sheet entries:
Submit button. • Read on time sheets
Considerations and limitations for mobile time sheets: To create, update, or delete
time sheet entries:
• Time sheets list views are custom list views. To use time sheet list views, the user must have • Edit on time sheets
the Access Lightning Web Components in Field Service Mobile permission enabled.
To create time sheets:
• Only the time sheet owner has access to view, track, modify, or submit a time sheet. To provide • Create on time sheets
that access to a different user, reassign ownership to the new user.
• Salesforce syncs time sheet data to the cache. If mobile users are offline, they can see time
sheets that were previously viewed and cached. When they go back online and their device's time sheet data is out of sync with the
server's data, they are prompted to review a new version of their time sheet. Users must be online to submit time sheets.
• To access mobile time sheets for the first time, users may need to log out and then log back in to the Field Service mobile app.
• The service resource must own the time sheet record for the time sheet icon to show on the Profile tab.
• After a user submits a time sheet, the status doesn’t visually update from Unsubmitted to Pending. To view the updated status,
refresh the screen.
• In the mobile app, the submitter can’t choose an approver manually.
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Salesforce Field Service Using the Field Service Mobile App
• To give the best performance and offline experience, users can't update time sheets that are pending or approved. If your workflow
allows these changes, you can use a quick action or flow to update the status.
SEE ALSO:
Create Time Sheet Templates
Get Started with Field Service Time Sheets
Create Time Sheet Templates
Time Sheet Fields
Chatter in the Field Service Mobile App
Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed
EDITIONS
tab.
To show the Feed tab on the work order overview carousel, enable feed tracking on work orders. Available in: both Salesforce
Classic (not available in all
1. From Setup, enter Chatter into the Quick Find box and select Feed Tracking.
orgs) and Lightning
2. Select Work Order from the object list. Experience
3. Check Enable Feed Tracking. The Field Service core
4. Click Save. features, managed
package, and mobile app
These object types are allow listed to show the feed tab in the record detail page of the Field Service
are available in Enterprise,
mobile app: Work Order, Work Order Line Item, Case, Service Appointment, Product, ProductRequest,
Unlimited, and Developer
ProductRequestLineItem, Asset. Editions.
Note: admins can disable feed tracking for these objects and the app will respect the setting. To access the Field Service
mobile app, users need the
Limitations
Field Service Mobile user
• The Feed tab in iOS is supported only on the work order, work order line item, service license.
appointment, and case objects. The Feed tab in Android is supported only on the work order,
work order line item, and service appointment objects.
USER PERMISSIONS
• (Android only) Chatter is disabled when the app doesn’t have internet connectivity.
To customize fields tracked
in feeds:
SEE ALSO:
• Customize Application
Customize Field Service Appointment Chatter Settings
To view the field tracking
setup page:
• View Setup and
Configuration
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Salesforce Field Service Using the Field Service Mobile App
Create Service Reports in the Field Service Mobile App
Service reports summarize the work that was performed by a customer, and can be signed by the
EDITIONS
mobile worker, customer, and others involved in the work. Learn how to configure the Field Service
mobile app to support service report generation and review important considerations about offline Available in: both Salesforce
service reports and service report previews. Classic (not available in all
To allow app users to preview and create service reports, make the following configurations. orgs) and Lightning
Experience
1. Complete the steps in Create Service Report Templates to prepare for and create service report
templates The Field Service core
features, managed
2. Ensure that the service appointment page layout includes the Service Reports related list.
package, and mobile app
3. Add the Work Type field to work order and work order line item page layouts, and make are available in Enterprise,
sure users have permission to view it. Unlimited, and Developer
4. Add the Service Report Template field to the work type page layout. Editions.
5. (Recommended) Select a service report template in the Service Report Template field on each To access the Field Service
work type in your org. mobile app, users need the
Field Service Mobile user
Create a Service Report in the App license.
To create a service report in the app, navigate to a service appointment, work order, or work
order line item. Tap the action icon, then tap Create Service Report. If the service report
USER PERMISSIONS
template includes a signature section, you’re prompted to Sign & Confirm. If there isn’t a
signature section, only a Confirm option appears. To create or edit a Service
In Android, the Create Service Report action appears on the Service Reports card. If a work order Report Template:
already has a service report, users can edit the existing report, but can’t create additional reports. • Customize Application
A service report is translated in the language selected in the Service Report Language field on
the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add
languages, from Setup, in the Quick Find box, enter Translation Language Settings, and select it. Click Edit next to
the desired language, then click Active. To add a user as a translator for the language, select them from the available list and click
Add, then save your changes.
Create a Service Report Offline
Mobile workers can create service report previews while offline. For the iOS app, you can disable offline service report generation.
1. From Setup, enter Connected Apps in the Quick Find box, then select Connected Apps.
2. Click Salesforce Field Service for iOS.
3. In the Custom Attributes list, click New.
4. Set the Attribute key to DISABLE_SERVICE_REPORT_PREVIEW_IOS.
5. Set the Attribute value to "true". Be sure to include the quotation marks.
Limitations
• Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this
order:
1. The work order template
2. The work type template
3. The standard template
• Service report previews have these limitations:
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Salesforce Field Service Using the Field Service Mobile App
– Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device
is online.
– The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews
can be out of date. This limitation applies to online and offline service report previews.
– If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
– Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
– Roll-up summary fields are blank.
– Related lists behave differently in mobile previews.
• The order of records in related lists can differ between the preview and the printed report.
• If a service report template includes a related list, the list populates only if it's on the page layout of the record that the
service report is being generated for.
• On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout
to appear on the preview.
– These elements aren’t visible:
• Cases related list
• Headers and footers
• Organization fields
• Certain data fields
• Images in rich text fields on a service report template or service appointment, work order, or work order line item page
layout
• The Digital Signature object Place field isn’t supported.
• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of
text fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when
the service report is generated.
• The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the
Field Service mobile app.
• When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button
shows only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service
appointment’s Action screen, the Client Signature button shows as “Default Signature.”
SEE ALSO:
Create Field Service Report Templates
Customer Signatures on Service Reports with a Flow
937
Salesforce Field Service Using the Field Service Mobile App
View Knowledge Articles in the Field Service Mobile App
Knowledge articles can be attached to work orders, work order line items, and work types to share
EDITIONS
product specs, instructions, and guidelines with your team.
Available in: both Salesforce
Letting App Users View Knowledge Articles Classic (not available in all
orgs) and Lightning
To let Field Service mobile app users view knowledge articles: Experience
• Ensure you have Salesforce Knowledge set up in your org.
The Field Service core
• Add the Articles related list to work order and work order line item page layouts. features, managed
package, and mobile app
are available in Enterprise,
Viewing Articles in the App Unlimited, and Developer
To view the Articles related list on a work order, tap Related in the work order carousel. Tap the Editions.
name of an article to view it. The Knowledge card in the work order overview screen also shows
To access the Field Service
articles attached to the work order or work order line item.
mobile app, users need the
Field Service Mobile user
Limitations license.
• (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally.
Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open
themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the
Session Settings page in Setup.
• (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
• (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the
related list.
• (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
• If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that
language. If the device isn’t running in a supported language, no knowledge articles are shown.
• Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter
Feed.
SEE ALSO:
Salesforce Knowledge
Customize Work Order Settings for Field Service
Set Up Knowledge for Work Orders
Attach Knowledge Articles to Work Orders or Work Types
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Salesforce Field Service Using the Field Service Mobile App
Create Resource Absences in the Field Service Mobile App
Resource absences indicate when a service resource is unavailable to work. During schedule
EDITIONS
optimization, service resources aren’t assigned to appointments that conflict with their absences.
View and manage absences from the Profile tab in the app. Or view work and absences together Available in: both Salesforce
in the Schedule tab. Classic (not available in all
To allow users to create, update, and delete absence records from the app, make the following orgs) and Lightning
configurations. Experience
1. Add the Absences related list to the service resource page layout, and customize its fields as The Field Service core
needed. features, managed
package, and mobile app
Note: The date picklist values on resource absences are based on the Picklist are available in Enterprise,
Time Interval in Minutes setting on the Field Service Mobile Settings page Unlimited, and Developer
in Setup. Editions.
2. Add the "Non Availability" record type to user profiles. To access the Field Service
mobile app, users need the
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
Field Service Mobile user
b. Select the user profile that you want to add the record type to. license.
c. Under Apps, select Object Settings.
d. Select Resource Absences and click Edit. USER PERMISSIONS
e. Next to Non Availability, select the circle for Default Record Type. The checkbox for Assigned To view, create, edit, or
Record Type is automatically filled in. delete resource absences:
• Read on service
Note: For resource absences created from the app to be considered for schedule
resources
optimization, Non Availability must be selected as the default record type.
To customize the page
f. Click Save. layout:
• Customize Application
3. Optionally, hide certain resource absence types in the app.
To customize Field Service
a. From Setup, in the Quick Find box, enter Connected Apps, and then select Manage mobile settings:
Connected Apps. • Customize Application
b. Select Salesforce Field Service for Android or Salesforce Field Service for iOS.
c. Under Custom Attributes, click New.
d. For Attribute key, enter EXCLUDE_RESOURCE_ABSENCE_TYPES.
e. For Attribute value, enter a comma-separated list of the resource absence types you want to hide from the Profile tab, and then
click Save.
For example, if you want to hide meetings and trainings, you would enter "Meeting,Training".
4. To control how many resource absences are displayed in the app, set a date range in Field Service Mobile Settings.
a. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select Field Service Mobile
Settings.
b. Edit the mobile setting configuration, then choose values for the Future Days in the Date Picker and Past Days in the Date
Picker fields. For example, select 7 days in the past and 30 days in the future so workers can see absences in the prior week and
the month ahead.
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Salesforce Field Service Using the Field Service Mobile App
5. Optionally, combine resource absences with the work items on the Schedule tab. Mobile workers get an integrated view of the
schedule. Desktop users don’t see absences added to Service Appointment list views.
a. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select Field Service Mobile
Settings.
b. Edit the configuration where you want to add absences to the schedule, and select Display resource absences in the Schedule
page.
c. Save your changes.
Managing Absences in the App
View and manage absences from the Absences card on the Profile tab. You see absences for the date range specified in Field Service
Mobile Settings.
To create a resource absence, click the + icon. The Type field indicates the nature of the time off from work, and comes with the
following values:
• Vacation (default)
• Meeting
• Training
• Medical
SEE ALSO:
Create Service Resource Absences for Field Service
Service Resource Fields for Field Service
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Salesforce Field Service Using the Field Service Mobile App
View and Complete Work Plans on the Field Service Mobile App
Front-line workers can use the Field Service mobile app to view and complete work plans. Using
EDITIONS
the Work Plans tab, they can complete assignments quickly and accurately.
The Work Plans tab displays all the work plans associated with a work order and its related work Available in: Lightning
order line items. Experience
Note: If a work order doesn’t have related work plans, the Work Plans tab is hidden. The Field Service core
features, managed
1. On the home screen of the Field Service app, tap a service appointment. package, and mobile app
2. To view the work plans associated with your work order and all its related work order line items, are available in Enterprise,
Unlimited, and Developer
tap the Work Plans tab. If the tab doesn’t show right away, pull down to refresh the work order
Editions.
page.
Work plans associated with a work order are grouped and displayed first on the Work Plans tab. When the managed
Work plans associated with work order line items are grouped by their parent work order line package is installed,
item and displayed at the bottom of the Work Plans tab. The work order line item ID is displayed scheduling and optimization
in the work plan header. consider shift availability.
Confirmed shifts appear on
Note: You can view the work plans and work steps associated with a work order and its the Gantt.
work order line items using the work order’s Related tab. You can also view work plans
related to work order line items from the Work Plans tab on the work order line item’s
USER PERMISSIONS
page.
To view and update work
3. Expand a work plan to view its details and its associated work steps. plans:
4. On the work plan, view the progress of the work plan on the progress ring. The progress ring • Read and Update
is updated based on the real-time progress of the work plan. permissions on the work
plans object
5. To edit or view the details of a work plan, tap the overflow menu of the work plan.
To run flows associated with
6. On the work step, view the status of a step on the step’s status icon. You can also view different work steps:
fields associated with the step. • Run Flows permission or
the Flow User field
Note: If more than one field is displayed for a work step and the text in the first field is enabled on the user
long, the second field doesn’t display. detail page
7. To view the details page of a work step, tap the name of the step. Here, you can find the
description and other information related to the step.
8. To edit the information on the work step detail page, tap the overflow menu of a work step, and select Edit Work Step. From the
overflow menu, you can also mark a step Not Applicable or Complete.
Note: If you don’t have permission to edit a work plan, a lock icon is displayed for all its associated work steps. The lock
icon indicates that you can view these steps but you can’t update the status or other fields on the step.
9. To mark a work step’s status completed, tap the gray circle next to the work step name, or select Complete on the work step’s
overflow menu.
If the step is a simple instruction such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a
quick action or a field service mobile flow, selecting Complete starts it.
Note: If a step includes a quick action or flow, an action icon is displayed next to the status icon. The action icon indicates
that an action or flow starts after tapping Complete. If a step’s quick action or flow fails to load, an error icon is displayed
next to the status icon.
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Salesforce Field Service Using the Field Service Mobile App
When a flow or quick action is completed, we change the status of the work step to Complete. Completed work steps remain on
the work plan record. To let mobile workers manually override work step autocompletion, from Setup, go to Work Plans. Select
Manually update a work steps status when flows are launched. Work steps default to autocomplete when this setting isn’t
selected.
Note: Tapping a completed work step relaunches the quick action or flow associated with that step. Tapping a completed
work step with no associated quick action or flow resets the status of that step to New.
10. You can set different statuses to a work step by tapping the overflow menu of the step and selecting Edit Work Step.
Note: To edit a work step, turn on Enable Full Edit on Records under Field Service Mobile Settings.
On the Status section of the details page, select the relevant status, and tap Save.
SEE ALSO:
Create Field Service Work Plans
View and Complete Work Plans
Quick Actions
Flows
Automatic Status Change
Receive in-app updates that notify you of automatic status changes.
EDITIONS
1. When you’re within the time frame and the area of your appointment, update the appointment’s
status according to the mode your company uses for status updates. Available in: both Salesforce
Classic (not available in all
• Manual—A prompt appears to suggest a status update. To accept the suggestion, click
orgs) and Lightning
Update Status. To update the status later, click Cancel.
Experience
The Field Service core
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To change statuses:
• Field Service Mobile
License
• Timed—A prompt appears to suggest a status update, and the progress bar indicates the
time that remains before the status is updated. To accept the suggestion, click Update
Status. To update the status later, click Cancel.
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Salesforce Field Service Using the Field Service Mobile App
• Automatic—A prompt appears to notify you that the status was updated.
2. When you leave the area of the service appointment, update the appointment’s status according to the mode your company uses
for status updates.
• Manual—A prompt appears to suggest status updates for your previous and next appointments. To accept the suggestions,
click Update Statuses. To update the statuses later, click Cancel.
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Salesforce Field Service Using the Field Service Mobile App
• Timed—A prompt appears to suggest status updates for your previous and next appointments. The progress bar indicates the
time that remains before the statuses are updated. To accept the suggestions, click Update Statuses. To update the statuses
later, click Cancel.
• Automatic—A prompt appears to notify you that the statuses of your previous and next appointments were updated.
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Salesforce Field Service Using the Field Service Mobile App
3. Your service appointment statuses are updated until you finish work for the day.
Consider these points when you’re using Automatic Status Change.
• If you’re on your way to your next service appointment outside of the time frame, you’re prompted to update your status manually.
• If you’re offline when you update a status, the change is synced when you’re back online.
• The prompts appear only if the app is open. When the app is closed, the updates appear as notifications.
SEE ALSO:
Set Up Automatic Status Change
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Salesforce Field Service Using the Field Service Mobile App
Manage Bundled Service Appointments on the Field Service Mobile App
You can view and report your progress on one or more bundled service appointments.
EDITIONS
Watch the video to see how grouping short appointments at nearby or same-site locations to create
a bundle helps you and your customers. Available in: both Salesforce
Classic (not available in all
Watch a video orgs) and Lightning
Experience
1. In the Field Service mobile app, tap Schedule.
The Field Service core
Bundles have the bundle icon .
features, managed
package, and mobile app
are available in Enterprise,
Unlimited, and Developer
Editions.
To access the Field Service
mobile app, users need the
Field Service Mobile user
license.
USER PERMISSIONS
To manage bundles in the
Field Service mobile app:
• Field Service Mobile
License
Field Service Recourse
Permissions
2. Tap a bundle.
3. Tap View Bundled Service Appointments, or open the APPOINTMENTS tab.
As you go through your day, appointments that move to a status from the Completed category are considered done. At the top of
this screen, you can see how many appointments are done. For example, 3 of 10 done.
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Salesforce Field Service Using the Field Service Mobile App
Note: The fields shown for each bundled service appointment are based on the fields selected in the Bundle Member Service
Appointments related list search layout on the Service Appointment object.
4. Edit a single bundled service appointment to update the status, or update multiple appointments together.
a. Tap .
b. Select the bundled service appointments, and tap Update Status.
c. Select the new status, and tap Save.
947
Salesforce Field Service Improve Operations with Field Service Intelligence
Improve Operations with Field Service Intelligence
Field Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're
meeting your customer service goals with easy-to-understand data visualizations. Field Service Intelligence includes Data Cloud, CRM
Analytics, and Service Cloud. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve
operations and reduce costs.
Field Service Intelligence Considerations and Requirements
When you set up Field Service Intelligence, you must have certain settings configured for your org.
Field Service Intelligence Setup
Use the Field Service Intelligence Setup page to walk through the steps for Data Cloud prerequisites, installation prerequisites, and
then install Field Service Intelligence.
Field Service Intelligence Dashboards
Field Service Intelligence dashboards display key field service performance metrics and provide data-driven visuals.
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Salesforce Field Service Field Service Intelligence Considerations and Requirements
Field Service Intelligence Considerations and Requirements
When you set up Field Service Intelligence, you must have certain settings configured for your org.
EDITIONS
Note: For Summer ‘24, Data Cloud, Service Cloud, and CRM Analytics must be enabled in
the same org. Available in: Field Service
Einstein 1 Edition or as an
Note: Field Service Intelligence is availble to Service Cloud and Data Cloud users only. To add-on.
use Field Service Intelligence, your org must have the Field Service Intelligence add-on license.
To purchase Field Service
To set up Data Cloud, see Set Up and Maintain Data Cloud.
Einstein 1 Edition or as an
add-on, contact your
CRM Analytics Requirements Salesforce account
executive.
• CRM Analytics Data Cloud integration must be enabled.
• The CRM Analytics apps and template functionality included as a part of CRM Analytics is
USER PERMISSIONS
available in English only.
To manage Data Cloud:
• Data Cloud Admin
Field Service Intelligence Dashboards Requirements permission set
To view data in the Field Service Intelligence dashboards, you need to have the features associated To manage Service Cloud:
with the dashboards configured and populated with data. If you configure survey data after installing • Service Cloud User
the Field Service Intelligence app, and you want to see that data in dashboards, follow the instructions permission set
below. To install Field Service
Intelligence:
Field Service Intelligence Data Refresh • Field Service Intelligence
Admin permission set
The Field Service Intelligence dashboards rely on up-to-date data. When you install Field Service
Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the To use Field Service
data transforms and updating the datasets. Intelligence:
• Field Service Intelligence
Field Service Intelligence Assets User permission set
When you install the Service data kit in Data Cloud, all of the Field Service assets and data
mappings are created. When you install Field Service Intelligence, the data transforms run,
ingesting Data Cloud data and creating the Field Service data model objects for visualization in CRM Analytic dashboards.
SEE ALSO:
Set Up and Maintain Data Cloud
Set Up Service Cloud Basics
Field Service Intelligence Data Refresh
The Field Service Intelligence dashboards rely on up-to-date data. When you install Field Service Intelligence, set a schedule to refresh
the data hourly or daily. The refresh includes running the data transforms and updating the datasets.
The Data Cloud data streams refresh hourly, updating the Service data model objects (DMO). The data transforms must be scheduled
to process the new and updated DMO data and bring the data into CRM Analytics. The simplest way to do this is to schedule the app
refresh during the installation of Field Service Intelligence.
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Salesforce Field Service Field Service Intelligence Considerations and Requirements
You can change the schedule or refresh the data as needed on the app management tab. For more information, see Change Your
Intelligent App Settings.
SEE ALSO:
Batch Data Transforms
Field Service Intelligence Assets
When you install the Service data kit in Data Cloud, all of the Field Service assets and data mappings are created. When you install Field
Service Intelligence, the data transforms run, ingesting Data Cloud data and creating the Field Service data model objects for visualization
in CRM Analytic dashboards.
Resources
The app assets are listed under Resources on the Setup page for your app after successful installation. These include Data Cloud data
transforms and data model objects (DMO) and CRM Analytics dashboards and components. When you select an asset, it opens in its
respective tool for detailed inspection.
SEE ALSO:
Sales and Service Bundle Data Mappings
950
Salesforce Field Service Field Service Intelligence Setup
Field Service Intelligence Setup
Use the Field Service Intelligence Setup page to walk through the steps for Data Cloud prerequisites, installation prerequisites, and then
install Field Service Intelligence.
Note: Data Cloud must be enabled and setup in order to start these steps. For more information, see Set Up and Maintain Data
Cloud.
From Setup, in the Quick Find box, enter Field Service Intelligence, and then select Field Service Intelligence. This
setup page leads you through everything you need to do for the successful installation of Field Service Intelligence.
As you progress through the setup steps, refresh the page to update the steps that are complete.
1. Create a Data Cloud Salesforce CRM Connection
Before installing the Service data kit and Field Service Intelligence, connect Data Cloud to Service Cloud.
2. Enable Service Cloud Features
To install the Field Service Intelligence data kit, you need to enable certain Service Cloud features, even if they're not currently in use
for your operations.
3. Update the Data Cloud Salesforce Connector Permission Set
Update the Data Cloud Salesforce Permission Set to enable Service Cloud object settings and system permissions.
4. Install the Service Data Kit for Field Service Intelligence
The Service data kit includes the Service data bundle and provides the necessary data streams, data model objects, and data mappings
for Field Service Intelligence.
5. Enable CRM Analytics for Field Service Intelligence
To use Field Service Intelligence, enable CRM Analytics and set up permissions.
6. Install Field Service Intelligence
After Service Cloud data is ingested into Data Cloud and CRM Analytics is enabled, you’re ready to install Field Service Intelligence.
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Salesforce Field Service Field Service Intelligence Setup
Create a Data Cloud Salesforce CRM Connection
Before installing the Service data kit and Field Service Intelligence, connect Data Cloud to Service Cloud.
Note: For Summer ‘24, Field Service Intelligence supports only an internal Salesforce connection.
1. On the Field Service Intelligence setup page, click Connect for the Create the Data Cloud Salesforce CRM Connection step.
2. Ensure you have an internal Salesforce connection.
a. If no connections are listed, click Connect. Then click Connect again for the Salesforce org.
b. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click New and then click Connect
for the Salesforce org.
Your Salesforce org is now connected as a data source and data action target.
SEE ALSO:
Set Up the Salesforce CRM Connection
Enable Service Cloud Features
To install the Field Service Intelligence data kit, you need to enable certain Service Cloud features, even if they're not currently in use for
your operations.
1. On the Field Service Intelligence setup page, click Enable for the Enable Service Cloud Features step.
These Service Cloud features are automatically enabled.
• Email Drafts
• Email-to-Case
• Omni-Channel
• Skills-based Routing
• Surveys
Update the Data Cloud Salesforce Connector Permission Set
Update the Data Cloud Salesforce Permission Set to enable Service Cloud object settings and system permissions.
Note: The Service Cloud object settings and system permissions may already be enabled, making these steps a checklist to ensure
the Data Cloud Salesforce Connector is set up correctly.
1. From Setup, in the Quick Find box, enter users, and then select Permission Sets.
2. Click Data Cloud Salesforce Connector.
3. Select Object Settings.
4. Click Cases and then click Edit.
5. For Business Hours and Closed When Created, select Read Access and save.
6. Click Object Settings and select Survey Subjects
7. Click Edit.
8. Under Object Permissions, select View All, and save.
9. Click Permission Set Overview and select System Permissions.
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Salesforce Field Service Field Service Intelligence Setup
10. Click Edit, select View Roles and Role Hierarchy, and save.
Install the Service Data Kit for Field Service Intelligence
The Service data kit includes the Service data bundle and provides the necessary data streams, data model objects, and data mappings
for Field Service Intelligence.
Install the Service Data Kit
Note: If you already have the Service data kit installed, reinstall it to ensure that it’s up to date. Upgrading the data kit is necessary
to access the latest enhancements to Field Service Intelligence.
1. Click the Setup gear icon and then select Data Cloud Setup.
2. Under Configuration, select Salesforce CRM.
3. Find the Service Cloud bundle, and click the menu button on the right. Select Install.
4. In the Package Install flow, follow the standard process for installing a package.
To view the data kit details, go to Data Cloud Setup. Under Tools, select Data Kits and then click ServiceDK.
Set Up Service Data in Data Cloud
1. In Data Cloud, go to the Data Streams tab and click New.
2. Select the Salesforce CRM connected data source and click Next.
3. Select your connected Salesforce org.
If you have only one Salesforce org connected to Data Cloud, it’s selected by default.
4. Select Data Bundles, then select the Service data bundle, and click Next.
5. Select the default data space and click Next.
The installed objects and fields are displayed. Don’t remove the data objects, fields, or mappings because Field Service Intelligence
relies on the standard installation to populate the dashboards correctly.
6. Click Deploy
The Service data bundle deploys over 20 data streams. The Data Streams tab displays the progress. When the data streams show an
Active status, you’re ready to continue.
From the Setup menu, installed versions of Field Service Intelligence display as separate tabs. To view details about the app installation,
select an app tab. The app details include the installation status, a list of installation events, and the tasks for each event. You can schedule
app refreshes or refresh manually and see details of all the installed app resources like dashboards and data transforms. For more
information about app management, see Manage Your Intelligent Apps.
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Salesforce Field Service Field Service Intelligence Setup
SEE ALSO:
Install Standard Data Bundles Powered by Data Kits
Data Streams in Data Cloud
Enable CRM Analytics for Field Service Intelligence
To use Field Service Intelligence, enable CRM Analytics and set up permissions.
1. On the Field Service Intelligence setup page, click Assign for the Assign the Field Service Intelligence Admin & CRM Analytics Plus
Admin Permission step.
This step assigns the Field Service Intelligence Admin and CRM Analytics Plus Admin permission sets to your user.
2. Go back to the Field Service Intelligence setup page and click Enable for the Enable CRM Analytics step.
This step takes you to the Getting Started page for CRM Analytics, where you click Enable CRM Analytics.
Install Field Service Intelligence
After Service Cloud data is ingested into Data Cloud and CRM Analytics is enabled, you’re ready to install Field Service Intelligence.
1. On the Field Service Intelligence Setup page, click Start Install for the Install and Enable Field Service Intelligence step.
Field Service Intelligence checks whether your org includes the data and settings to transform the data model objects and create
the dashboards and components. If you receive an error message, follow the instructions and then restart the installation process.
2. When the readiness checks are completed, click Next.
3. Complete the Field Service Intelligence installation.
a. Give your instance a unique, easily recognizable name.
b. Leave the log level as is, unless you require more information about the Field Service Intelligence installation.
c. Select Scheduled and choose which hours and days to refresh Field Service Intelligence.
Adding a refresh schedule ensures that Field Service Intelligence has up-to-date data. For more information, see Field Service
Intelligence Data Refresh.
4. Click Next.
954
Salesforce Field Service Field Service Intelligence Dashboards
Installing Field Service Intelligence can take a few minutes. To check the status, go to the App Install History page in Setup.
After Field Service Intelligence is successfully installed, assign the Field Service Intelligence User Permission Set to any users who need
access to the dashboards. The dashboards are accessible in both the Service app and the Service Console.
To access Field Service Intelligence dashboards from the Service app, go to the App Launcher and search for Field Service
Intelligence. Click Field Service Intelligence to open it. The tab doesn’t persist, so you must open Field Service Intelligence
from the App Launcher the next time you open the Service app.
To access Field Service Intelligence dashboards from the Service Console app, go to the Console App Navigation and click Edit > Add
More Items. Search for Field Service Intelligence and click the + sign to select it. Click Add 1 Nav Item and Save. The
next time you open the Console App Navigation, Field Service Intelligence displays in the list.
Field Service Intelligence Dashboards
Field Service Intelligence dashboards display key field service performance metrics and provide
EDITIONS
data-driven visuals.
Determine whether you're meeting your customer service goals with easy-to-understand data Available in: Field Service
visualizations in the Field Service Intelligence dashboards. The combination of customer data, key Einstein 1 Edition or as an
performance indicators (KPIs), and artificial intelligence (AI) help your service team improve add-on.
operations and reduce costs.
To purchase Field Service
Einstein 1 Edition or as an
Assets Management Dashboard add-on, contact your
Understand and monitor your active assets. Keep up with your organizational goals for average Salesforce account
asset uptime, unscheduled downtime, and SLA compliance for asset repair. executive.
Service Appointments Dashboard
Understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and
other attributes.
Work Orders Dashboard
Understand and monitor work across territories based on status, priority, and other attributes. View trends and keep up with your
organizational goals.
Parts and Inventory Dashboard
Get insights on your inventory and products. Track and analyze stock levels, consumption rates, demand, and request statuses.
Resource Management Dashboard
Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual metrics against team and
organizational benchmarks.
955
Salesforce Field Service Field Service Intelligence Dashboards
Assets Management Dashboard
Understand and monitor your active assets. Keep up with your organizational goals for average
EDITIONS
asset uptime, unscheduled downtime, and SLA compliance for asset repair.
Select from the filters to refine your view ), and review the high-level statistics. In the charts, you Available in: Field Service
can see total assets, total assets installed, and averages for availability, reliability, and unscheduled Einstein 1 Edition or as an
downtime. Lastly, drill into details for each asset. add-on.
To purchase Field Service
Einstein 1 Edition or as an
add-on, contact your
Salesforce account
executive.
My Performance KPI CALCULATION
Total asset Total number of assets.
Total Installed Assets Total number of assets installed in the org.
Availability (%) Average availability of assets based on the Availability field on the
Asset object.
Average time between Failures Average time between failures based on the Average Time Between
Failures field on the Asset object.
Reliability (%) Average reliability of assets based on the Reliability field on the
Asset object.
956
Salesforce Field Service Field Service Intelligence Dashboards
My Performance KPI CALCULATION
Mean time to repair Average time between repairs based on the Average Time Between
Repairs field on the Asset object.
Unscheduled Downtime Average unplanned downtime based on the Unscheduled
Downtime field on the Asset object.
Unscheduled Downtime by product type You can view the average availability, reliability and unscheduled
downtime for each product type.
Total assets by status Total number of assets grouped by status.
Total assets by product type Total number of assets sorted by product type.
Service Appointments Dashboard
Understand and monitor service appointment volume across your organization by territory, status,
EDITIONS
work type, account, priority, and other attributes.
Select from the filters to refine your view, and review the high-level statistics. In the charts, you can Available in: Field Service
see service appointments by time, territory, status, and work type. Lastly, drill into details for each Einstein 1 Edition or as an
service appointment. add-on.
To purchase Field Service
Einstein 1 Edition or as an
add-on, contact your
Salesforce account
executive.
957
Salesforce Field Service Field Service Intelligence Dashboards
KPI CALCULATION
Total Appointments Total number of service appointments.
Unscheduled Total number of service appointments in unscheduled status.
Scheduled Total number of service appointments in scheduled status.
Average travel time The estimated travel time from the assigned Resource object for
the appointment.
Average appointment duration The average number of minutes it takes to complete a service
appointment.
First time fix rate* The percentage of service appointments marked as Complete
versus the total number of appointments marked as Completed
and Cannot Complete over the specified time period.
Due date Total number of service appointments that are the past due date
without any activity or set status.
Service appointment by status Total number of service appointments by status.
Service appointment by territory Total number of service appointments by service territories.
Service appointment by work type Total number of service appointments by work type.
958
Salesforce Field Service Field Service Intelligence Dashboards
KPI CALCULATION
Service appointment by time Total number of service appointments by day, week, month or year
based on scheduled start date.
Work Orders Dashboard
Understand and monitor work across territories based on status, priority, and other attributes. View
EDITIONS
trends and keep up with your organizational goals.
Select from the filters to refine your view, and review the high-level statistics. In the charts, you can Available in: Field Service
see work orders by time, account, status, and priority. Lastly, drill into details for each work order. Einstein 1 Edition or as an
add-on.
To purchase Field Service
Einstein 1 Edition or as an
add-on, contact your
Salesforce account
executive.
ROUTING KPI CALCULATION
Total work order count Total number of work orders created in the past 30 days.
959
Salesforce Field Service Field Service Intelligence Dashboards
ROUTING KPI CALCULATION
New work orders Total number of work orders in new status.
Closed work orders Total number of work orders in closed status.
In Progress Work orders Total number of work orders in progress.
Average Response Time The amount of time between when the work order was created
and when the service appointment was created and scheduled.
Average Completion Time The amount of time between when the work order was created
and when it was closed.
Work order status Total number of work orders sorted by status.
Work order priority Total number of work orders sorted by priority.
Work order by account Total number of work orders sorted by account.
Work order by time Total number of work orders by day, week, or month based on the
created date.
Parts and Inventory Dashboard
Get insights on your inventory and products. Track and analyze stock levels, consumption rates,
EDITIONS
demand, and request statuses.
To refine your view, select from the filters and review the high-level statistics. In the charts, you can Available in: Field Service
see data on products items, consumed and required products, and product requests. Einstein 1 Edition or as an
add-on.
KPI CALCULATION To purchase Field Service
Total Product Items Total from the Quantity On Hand field. The Einstein 1 Edition or as an
source is the Product Item object. add-on, contact your
Salesforce account
Total Products Required Total from the Quantity Required field. The executive.
source is the Product Required object.
Total Products Consumed Total from the Quantity Consumed field. The
source is the Product Consumed object.
Total Product Requests Total from the Quantity Requested field. The
source is the Product Request–Product Request
Line Item child object.
Total Product Items Top 10–20 products available listed in
descending order of quantity on hand. The
source is the Product Item object.
Products Required Total number of products required sorted by
product name. The source is the Product
Required object and looks up to the Product
object.
960
Salesforce Field Service Field Service Intelligence Dashboards
KPI CALCULATION
Products Required by Work Type Top products required sorted by work type. The source is the
Product Required object and looks up to the Work Type object.
Products Consumed Total product consumed sorted by product name. The source is
the product lookup.
Product Requests Most requested products listed in descending order. The source is
the Product Request–Product Request Line Item child object.
Product Requests by Status Product requests sorted by status. The source is the Product
Request–Product Request Line Item child object.
Resource Management Dashboard
Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual
EDITIONS
metrics against team and organizational benchmarks.
To refine your view, select from the filters and review the high-level statistics. In the charts, you can Available in: Field Service
see technician use over time, appointments that can't be completed, and the average resource Einstein 1 Edition or as an
travel time and distance. Lastly, drill into details for each service resource. add-on.
Note: These metrics are derived from the Service Resource object. To purchase Field Service
Einstein 1 Edition or as an
add-on, contact your
KPI CALCULATION Salesforce account
Total Active Resources Total number of service resources with an Active executive.
status.
Average Technician Utilization (%) Percentage of hours that resources work out of
their total available hours.
Average Travel Time (Hours) Estimated travel time for all resources.
Average Travel Distance Estimate from the Travel Time field on the
Assigned Resource object, which links the
Service Resource and Service Appointment
objects.
On Time Arrival Total number of appointments where the Actual
Start time occurs before the Scheduled Start
time.
Overtime (Hours) Total number of hours that are identified as
overtime.
Average Closed Service Appointments Total number of service appointments with a
status of Closed compared to the number of
resources for the defined date range.
Average Incomplete Service Appointments Average number of service appointments with
a Cannot Complete status compared to the
number of resources for the defined date range.
961
Salesforce Field Service Field Service Intelligence Dashboards
KPI CALCULATION
Technician Utilization Hours that a resource works out of their total available hours by
day, week, month, or year based on Scheduled Start Date.
Average Travel Time by Resource The estimated travel time from the assigned Resource object for
the appointment.
Average Travel Distance Average based on the Distance field on the Assigned Resource
object, which links the Service Resource and Service Appointment
objects.
962
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