All users need the “Field Service Standard” user permission to access standard field service features.
You need special permission set licenses to view the dispatcher console, use the mobile app, or be included in scheduling optimization.
Who Are Field Service Users?
- Administrator: Sets up field service features according to their unique business needs. Set up includes installing the Field Service managed package and Field Service mobile app.
- Agent: Takes customer service calls and requests field service appointments via work orders, which list the skills and parts that are needed.
- Dispatcher: Assigns and manages the service appointments. The dispatcher console included in the managed package helps dispatchers schedule, optimize, and dispatch service appointments from one screen.
- Mobile Worker or Technician: Manages their service appointments. Their tasks include closing work orders, tracking the parts they used, and providing service reports.
FSL Features
| Feature | Description |
|---|---|
| Service Territories | Regions where field service work is performed |
| Operating Hours | Times when field service work can be performed for service territories, service resources, and customer accounts. Operating hours are made up of time slots: a time period within a day when field service work can be completed. |
| Service Resources | Mobile employees who can perform field service work |
| Service Crews | Teams of service resources that are assigned to service appointments as a unit. |
| Skills | Skills required to perform field service tasks |
| Time Sheets | Tools to track the time your field service employees are spending on tasks |
| Work Types | Templates for common field service work, such as cable installations or furnace repairs |
| Work Orders | Requests for field service work |
| Service Appointments | Appointments for field service work |
| Maintenance Plans | Plans that help you track preventive maintenance work using auto-generated work orders |
| Product Items | Parts for services that can be requested, required, transferred, and consumed in field service work |
| Product Requests | Requests for a part or parts |
| Product Transfers | Transfers of inventory between locations. |
| Return Orders | Records of inventory returns or repairs. |
| Service Report Templates | Templates for customer-facing reports summarizing the status of service appointment and work orders |
FSL has 4 license type
- FSL Dispatcher
- FSL Resource
- FSL Agent
- FSL Admin
- FSL Community
- FSL Dispatcher Community
Service Territory member object defines
FSL Roles
| Role | Overview | License Name | User License | Permission Set Licenses |
|---|---|---|---|---|
| Admin | Manage all FSL objects including the Field Service Admin app, VisualForce pages and logic services | Field Service Standard | Salesforce | FSL Admin License FSL Admin Permissions |
| Agent | Access all global actions for scheduling resource and their related objects to create, book, and schedule Service Appointments | Field Service Standard | Salesforce | FSL Agent License FSL Agent Permissions |
| Dispatcher | Optimize schedules and manages schedulable resources in one place | Dispatcher | Salesforce | Dispatcher |
| Mobile Worker | Access information to complete jobs right from the offline-first mobile app | Technician | Salesforce | Mobile Scheduling |
| Dispatching Mobile Worker | Combines the power of Service Cloud, Sales Cloud, Dispatcher, and Field Technician | Field Service Lightning Plus | Salesforce | Mobile Scheduling Dispatcher |
| Third Party Mobile Worker | Extend the power of Field Service Lightning Technician to your contractors | Contractor | Customer Community | Mobile Scheduling |
| Third Party Dispatcher Third Party Mobile Worker with Sales | Includes functionality to supercharge contractors’ ability to cross-sell and upsell and Dispatcher capabilities | Contractor Plus | Partner Community | Mobile Scheduling Dispatcher |
Work Rules
- Work Rule Type: Count Rule
Use a Count work rule type 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. - Work Rule Type: Excluded Resources
Sometimes, customers have a poor experience with a service resource and request not to work with them in the future. The Excluded Resources work rule type ensures that if a service resource is listed as an Excluded resource preference on an appointment’s work order, they won’t be assigned to it. - Work Rule Type: Extended Match
Use the Extended Match 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
The Match Boolean work rule type enforces scheduling preferences based on a checkbox (Boolean) field on service resources. - Work Rule Type: Match Fields
The Match Fields work rule type matches a field on service appointments with a field on service resources. It’s a great way to enforce requirements based on custom fields. - Work Rule Type: Match Skills
The Match Skills work rule type matches a service appointment’s parent record’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
The Match Territory work rule type ensures that a service appointment is assigned only to service resources who are Primary or Relocation members of the appointment’s service territory. - Work Rule Type: Match Time Rule
The Match Time Rule work rule type 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
The Maximum Travel from Home work rule type lets you set the maximum distance or travel time between a service 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
The Required Resources work rule type ensures that a service appointment’s parent record’s resource preferences of type Required are respected. If an account or work order lists a particular service resource as required, a Required Resources work rule ensures that the related service appointments are assigned to that resource. - Work Rule Type: Service Appointment Visiting Hours
The Service Appointment Visiting Hours work rule type 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
The Service Crew Resources Availability work rule type 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
The Service Resource Availability work rule type 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. Every scheduling policy needs a work rule of this type, or resource absences aren’t respected during scheduling. - Work Rule Type: TimeSlot Designated Work
Often, field service businesses reserve parts of the day for specific types of work. The TimeSlot Designated Work work rule type ensures that if a time slot is reserved for a specific type of work, only appointments of that type are scheduled in the time slot. - Work Rule Type: Working Territories
Sometimes, service resources need to be available to take on work in more than one service territory. The Working Territories work rule type enforces primary and secondary service territory memberships.
Optimize FSL scheduling via work rules, service objectives, and scheduling policies
Who Does What, Where, When, for Who, and with What
These are the three primary types of contractors.
- Named Contractors
- Occasional Contractor
- Capacity-Based Contractor
Determining Territory Size
- 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
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