Field Service Lightning Managed Package Guide

Field Service Lightning
Managed Package Guide
Salesforce, Winter ’18
@salesforcedocs
Last updated: December 13, 2017
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CONTENTS
Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Install the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Set up the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Create Permission Sets with the Field Service Lightning Managed Package . . . . . . . . . . . 3
Assign Permissions with the Field Service Lightning Managed Package Permission
Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Assign Page Layouts from the Field Service Lightning Managed Package . . . . . . . . . . . . . 6
Manage Geocodes and Data Integration Rules for the Field Service Lightning Managed
Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Field Service Lightning Managed Package Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Service Appointment Lifecycle in the Field Service Lightning Managed Package . . . . . . . . . 8
Global Actions in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . 9
Scheduling Policies in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . 9
Schedule Optimization with the Field Service Lightning Managed Package . . . . . . . . . . . 11
Dispatch Policies in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . 19
Sharing for the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . 19
Field Service Lightning Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Search in the Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dispatcher Console Service Appointment List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Dispatcher Console Gantt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Dispatcher Console Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Scheduling Policy Picker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Managing Service Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
FIELD SERVICE LIGHTNING MANAGED PACKAGE
The Field Service Lightning managed package builds on Salesforce’s standard field service features
to deliver a rich, highly customizable experience for dispatchers and technicians.
EDITIONS
The Field Service Lightning managed package is translated into the 32 Salesforce supported
languages and includes the following features.
Available in: Salesforce
Classic and Lightning
Experience
Scheduling and optimization
A robust toolbox of work rules and scheduling policies optimizes resource assignments, taking
skills, location, and your business objectives into account.
Administration app
Admins can integrate and maintain scheduling policies, global actions, sharing tools, and
optimization rules all in one place.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Automatic user permission setup and updates
Set up your field service user permissions and keep them updated with the click of a button.
Dispatcher console
The console’s appointment lists, scheduling actions, Gantt chart, and interactive map give dispatchers and supervisors a bird’s-eye
view of all service appointments. Dispatchers can ensure that the right job is routed to the right mobile employee and immediately
see alerts for issues that need attention and take action. Schedule bulk jobs with just one click, and track and monitor service delivery
in real time.
Note: Before installing the Field Service Managed package, enable Field Service Lightning.
1. Install the Field Service Lightning Managed Package
If your Salesforce org has Field Service Lightning enabled, you can install the managed package and build on standard field service
features.
2. Set up the Field Service Lightning Managed Package
After you install the Field Service Lightning managed package, you must create and permission sets and ensure page layouts,
geocodes, and data integration rules are configured correctly.
3. Field Service Lightning Managed Package Customization
Learn the concepts behind the features in the Field Service Settings tab and how to adjust them to your needs.
4. Field Service Lightning Dispatcher Console
The Field Service Lightning Managed Package includes the Dispatcher Console, which is the main working space for dispatchers.
1
Field Service Lightning Managed Package
Install the Field Service Lightning Managed Package
Install the Field Service Lightning Managed Package
If your Salesforce org has Field Service Lightning enabled, you can install the managed package
and build on standard field service features.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Note: Field Service Lightning must be enabled in your org.
1. Click the appropriate installation link on the download page
https://fsl.secure.force.com/install.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
You can install on a production org or a sandbox org.
2. Select Install for Admins Only.
If you receive a request to approve third-party access, click Yes and Continue. This request
allows Salesforce to collect the latitude and longitude values for service addresses so that the
service scheduling optimizer can function.
3. If you get a message notifying you that the installation is taking longer than expected, click
Done.
Once the installation is complete, you will receive an email notification.
After the package is installed, two new apps are included in the Apps Launcher. The Field Service
app is for dispatchers, and the Field Service Admin app is for administrators. You can also add the
Field Service and Field Service Settings tabs to other existing apps.
2
USER PERMISSIONS
To install the Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Field Service Lightning Managed Package
Set up the Field Service Lightning Managed Package
Set up the Field Service Lightning Managed Package
After you install the Field Service Lightning managed package, you must create and permission
sets and ensure page layouts, geocodes, and data integration rules are configured correctly.
EDITIONS
It is recommended your service territories are set up with their operating hours and members
assigned. For faster set up, your work types and service resource skills should also be configured.
Available in: Salesforce
Classic and Lightning
Experience
Create Permission Sets with the Field Service Lightning Managed Package
Configure and update permission sets with a click of a button.
Assign Permissions with the Field Service Lightning Managed Package Permission Sets
Give your users the permissions they need to complete their field service tasks.
Assign Page Layouts from the Field Service Lightning Managed Package
Update page layouts of field service objects for profiles used for field service lightning.
Manage Geocodes and Data Integration Rules for the Field Service Lightning Managed Package
Ensure your data integration rules are set up so that the closet qualified resource can deliver
field service.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To configure the Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Create Permission Sets with the Field Service Lightning Managed Package
Configure and update permission sets with a click of a button.
EDITIONS
1. In the App Launcher, select the Field Service Admin app.
Available in: Salesforce
Classic and Lightning
Experience
2. Select the Field Service Settings tab.
3. Click Getting Started from the left-side panel.
4. Click Permission Sets.
5. Click Create Permissions on the FSL Admin tile.
Two permission sets are created: FSL Admin License and FSL Admin Permissions. These
permissions allow users to access and manage all Field Service Lightning objects, including the
Field Service Lightning Visualforce pages and logic services.
6. Click Create Permissions on the FSL Agent tile.
Two permission sets are created: FSL Agent License and FSL Agent Permissions. These
permissions allow users to view all global actions and their related objects to create, book, and
schedule service appointments.
7. Click Create Permissions on the FSL Resource tile.
Three permission sets are created: FSL Mobile License, FSL Resource License, and FSL Resource
Permissions. These permissions allow users to view and manage service appointments and
their related parent objects.
3
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To configure the Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Field Service Lightning Managed Package
Assign Permissions with the Field Service Lightning Managed
Package Permission Sets
8. Click Create Permissions on the FSL Dispatcher tile.
Three permission sets are created: FSL Dispatcher License and FSL Dispatcher Permissions. These permissions allow users to access
and manage the dispatcher console, global actions and their related objects, and schedule optimize and dispatch service appointments.
The app updates this permission sets for you. If you have extended the permissions sets, they are not overridden. You must assign these
permission sets to your users according to their requirements.
Assign Permissions with the Field Service Lightning Managed Package
Permission Sets
Give your users the permissions they need to complete their field service tasks.
EDITIONS
Field service players are generally sorted into one or more of the following profiles.
Administrator
A Salesforce admin integrates Field Service Lightning features and sets up user permissions as
needed for your org.
Available in: Salesforce
Classic and Lightning
Experience
Agent
Agents handle inbound cases, create work orders, and book appointments from the Salesforce
console.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher
Dispatchers build and manage appointments, assign technicians, and optimize scheduling
based on technician skills, routing, and job priority.
USER PERMISSIONS
Resource
Field resources or technicians receive work orders and appointments from dispatchers or agents.
They also update job progress from mobile devices with the Salesforce app or the Field Service
Lightning Mobile app.
1. From Setup, enter Manage Users in the Quick Find box, then select Manage Users >
Users.
2. Click a field service user’s name.
3. Click Permission Set Assignments at the top of the page or scroll down to the Permission
Set Assignments related list.
To enable the Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
4. Click Edit Assignments.
5. Enable the appropriate permission sets and click Save.
Tasks
Required Standard Profile
Permission Sets
Administrator: Manage all Field Service System Administrator
Lightning objects, including the Field
Service Admin app, Field Service Lightning
Visualforce pages, and logic services.
• FSL Admin License
Agent: Access all global actions and their Standard User or System Administrator
related objects to create, book, and
schedule service appointments.
• FSL Agent License
4
• FSL Admin Permissions
• FSL Agent Permissions
Field Service Lightning Managed Package
Tasks
Assign Permissions with the Field Service Lightning Managed
Package Permission Sets
Required Standard Profile
Permission Sets
Dispatcher: Access all global actions and Standard User or System Administrator
their related objects to create, book, and
schedule service appointments.
• FSL Dispatcher License
Manage service appointments and their
related parent objects.
• FSL Mobile License
Standard User or System Administrator
• FSL Dispatcher Permissions
• FSL Resource License
• FSL Resource Permissions
6. Click Permission Set License Assignments at the top of the page or scroll down to the Permission Set License Assignments related
list.
7. Click Edit Assignments.
8. Enable the appropriate permission set licenses and click Save.
Permission Set License
Description
Field Service Standard
Enable this permission set license for all field service users.
Field Service Scheduling
Enable this permission set license for all mobile resources.
Field Service Dispatcher
Enable this permission set license for all dispatcher console users.
Field Service Mobile
Enable this permission set license for all mobile resources.
5
Field Service Lightning Managed Package
Assign Page Layouts from the Field Service Lightning
Managed Package
Assign Page Layouts from the Field Service Lightning Managed Package
Update page layouts of field service objects for profiles used for field service lightning.
Important: If you created field service profiles, perform the following steps on those profiles
instead of the standard profiles.
1. From Setup, enter Profiles in the Quick Find box, then click Profiles.
2. Click System Administrator.
3. In the Page Layouts section, find the Operating Hours object and click View Assignment.
4. Change all the page layouts by selecting all the profiles and selecting FSL Operating Hours
Layout.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
5. Click Save.
USER PERMISSIONS
6. Repeat the steps for the following objects.
To enable Field Service
Lightning managed
package:
• Customize Application
• Service Appointment (select FSL Service Appointment Layout)
• Service Resource (select FSL Service Resource Layout)
• Work Order (select FSL Work Order Layout)
To assign a permission set
license:
• Manage Users
• Work Order Line Item (select FSL Work Order Layout)
• Work Type (select FSL Work Type Layout)
To create a permission set:
• Manage Profiles and
Permission Sets
7. Click Save and repeat for the Standard User profile.
6
Field Service Lightning Managed Package
Manage Geocodes and Data Integration Rules for the Field
Service Lightning Managed Package
Manage Geocodes and Data Integration Rules for the Field Service Lightning
Managed Package
Ensure your data integration rules are set up so that the closet qualified resource can deliver field
service.
EDITIONS
When you enable Field Service Lightning, data integration rules are added to your org to update
your field service objects with geolocation information. The geolocation information is used to
calculate service resource travel times.
Available in: Salesforce
Classic and Lightning
Experience
1. From Setup, enter Data Integration Rules in the Quick Find box, then select Data
Integration Rules.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
2. Click Geocodes for Resource Absence Address.
3. Click Edit Rule Settings.
USER PERMISSIONS
4. Ensure Bypass triggers is deselected.
5. Click Save.
6. Repeat these steps for the following Field Service Lightning objects:
• Geocodes for Service Appointment Address
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
• Geocodes for Service Territory Address
• Geocodes for Service Territory Member Address
• Geocodes for the Address field of Address
To create a permission set:
• Manage Profiles and
Permission Sets
• Geocodes for Work Order Address
• Geocodes for Work Order Line Item Address
Field Service Lightning Managed Package Customization
Learn the concepts behind the features in the Field Service Settings tab and how to adjust them
to your needs.
Service Appointment Lifecycle in the Field Service Lightning Managed Package
A service appointment lifecycle is the sequence of stages that a service passes through. The
lifecycle covers the time when the service appointment is created until it is completed. You
can configure each status to meet your business needs.
Global Actions in the Field Service Lightning Managed Package
Use derivations to map the fields on Field Service objects to fields required for scheduling service
appointments.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Scheduling Policies in the Field Service Lightning Managed Package
A scheduling policy is a set of rules used in a scheduling operation. You can set the scheduling logic for Field Service Lightning,
including work priorities, travel speed, and geocoding, and add company scheduling policies and time zone details to the dispatcher
interface.
Schedule Optimization with the Field Service Lightning Managed Package
The scheduling optimizer helps your field service team comply with SLAs, minimizes travel time, overtime, costs, and no-shows. It
maximizes efficiency by assigning resources to as many service appointments per shift as possible. You can configure the optimizer
to run repeatedly, for example, every day, or you can run it manually.
7
Field Service Lightning Managed Package
Service Appointment Lifecycle in the Field Service Lightning
Managed Package
Dispatch Policies in the Field Service Lightning Managed Package
Manage how field service technicians receive jobs, either one at a time, hourly, daily, weekly, or monthly.
Sharing for the Field Service Lightning Managed Package
You can limit access to field service objects so that your service team members only see information relevant to them. Field Service
Lightning includes out-of-the-box sharing tools to give team members access to the right information. For these tools to function,
you need to change objects’ default Public Read/Write sharing settings.
Service Appointment Lifecycle in the Field Service Lightning Managed
Package
A service appointment lifecycle is the sequence of stages that a service passes through. The lifecycle
covers the time when the service appointment is created until it is completed. You can configure
each status to meet your business needs.
Field Service Lightning includes these statuses to indicate an appointment’s state in a cycle.
• None
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Scheduled
• Dispatched
• In Progress
• Completed
• Cannot Complete
• Canceled
Field Service Lightning offers a predefined list of service appointment statuses. This status reflects the state of the appointment in the
system and follows its whole lifecycle – from creation to completion.
A service appointment lifecycle is the sequence of stages or statuses that a service passes through. The lifecycle covers the time when
the service appointment enters the system until the time it reaches its final status. Field Service Lightning offers a predefined status
transition of service appointment statuses.
To configure status settings:
1. Open the Field Service Admin app from the Field Service app menu.
2. On the Field Service Settings tab, click Service Appointment Lifecycle.
3. Click SA Status.
Each row represents a flow or transition in the lifecycle. To modify a flow, click a status or select a new status. The values are based on
the Service Status picklist. Click the tool icon to:
• Limit transitions to specific profiles or leave it blank to remove any restriction
• Select a custom Visualforce page for a status transition when using the Chatter action for Change Status.
To create a flow, click Add Flow. To disable a flow, click the trash can at the far right of the transition road.
The status flow diagram shows your status flows, but it doesn’t show your profile-based restrictions.
When a service appointment is unscheduled, either manually or automatically, its status changes to None.
• When scheduling a service appointment, change its status to Scheduled—When a service appointment is assigned to a
resource, either manually or automatically, its status changes to Scheduled.
• Unschedule the service appointment when its status is changed to Canceled or New—When a service appointment’s status
is changed to Canceled or New, the service is unscheduled and removed from the Gantt chart.
8
Field Service Lightning Managed Package
Global Actions in the Field Service Lightning Managed
Package
Important: If you change the service appointment lifecycle, sharing rules for the Service object also change.
• When a service appointment is created and assigned, it’s visible only to the creator of the record (for example, a dispatcher,
customer, or resource) and the relevant dispatchers based on user-territory sharing.
• When a service appointment’s status is changed to Dispatched, the record is automatically shared with the user of the assigned
resource.
• Canceled service appointments remove all sharing rules from the service. A Canceled service appointment is visible only to
the owner of the service appointment and the relevant dispatchers based on the user-territory object.
Tip:
• Activate or deactivate transitions based on your business needs.
• Change the status names to fit your business needs. Changing the name doesn’t change a status’s automatic transition behavior.
Global Actions in the Field Service Lightning Managed Package
Use derivations to map the fields on Field Service objects to fields required for scheduling service
appointments.
EDITIONS
The Book Appointment global action uses these mappings to get the correct information in the
service appointment.
Available in: Salesforce
Classic and Lightning
Experience
• Service Territory (where)
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Start and End Times (when)
• Scheduling Policy (how)
• Work Type (what)
You can also configure appointment and emergency booking behavior, such as policies and grading
thresholds.
Scheduling Policies in the Field Service Lightning Managed Package
A scheduling policy is a set of rules used in a scheduling operation. You can set the scheduling logic
for Field Service Lightning, including work priorities, travel speed, and geocoding, and add company
scheduling policies and time zone details to the dispatcher interface.
Field Service Lightning includes the following scheduling policies.
• 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
provide the service 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
the business is focusing on employee productivity first and customer preferences as the second
priority.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Soft Boundaries—Identical to the Customer First policy but allows sharing employees between different territories to enhance
service coverage.
• Emergency—Used with the Emergency Chatter action to dispatch emergency service appointments.
You can change the weights of the predefined scheduling policies. You can also copy a predefined scheduling policy and adjust the
rules, objectives, and objective weights to match the needs of your company.
To add a service objective to a scheduling policy:
9
Field Service Lightning Managed Package
Scheduling Policies in the Field Service Lightning Managed
Package
1. Navigate to the scheduling policy that you want to add the resource objective to.
2. In the Scheduling Policy Objectives related list, click New Scheduling Policy Objective.
3. For Service Goal, select an objective.
4. Enter the weight that the objective should use in the policy.
5. Click Save.
To add a work rule to a scheduling policy:
1. Navigate to the scheduling policy that you want to add the rule to.
2. Click New Scheduling Policy Work Rule.
3. Use the lookup to select the work rule you created.
4. Click Save.
Note: A scheduling policy must include a resource availability rule. The Field Service Lightning managed package automatically
adds one resource availability rule to each policy.
Tip: After you define or modify scheduling logic, test the results of various scheduling scenarios by using the Get Candidates
action in the dispatcher console.
Street Level Routing for Accurate Travel Times
Street level routing improves travel calculation drastically as real turn-by-turn information is being considered.
Street Level Routing for Accurate Travel Times
Street level routing improves travel calculation drastically as real turn-by-turn information is being
considered.
EDITIONS
One of the most important KPI’s that field service organizations track and try to improve is travel
time per job. A small improvement can add a lot of time for the technician to perform additional
work, drive less, save on gas, lower carbon footprint and reach the customer on time! Accurate
route planning greatly contributes to the ability of your field force to perform at the highest level.
Available in: Salesforce
Classic and Lightning
Experience
Routing allows you to calculate the following:
• Travel time – meaning how long it will take the worker to arrive at a location.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Travel distance – from one location to another.
Field Service Lightning uses the routing service to help minimize the worker travel time and distance from one work order to another.
And to calculate travel time and distance and make it visible for the user.
While Aerial routing computes the shortest distance between two locations based on a straight line route, SLR computes the distance
along roads or transportation routes. This is the most accurate distance as it is based on information and measurements of actual road
speeds and the expected travel speed based on road type. It provides an accurate calculation, thus enabling a better optimization of
schedule.
To Enable SLR simply go to the Field Service Settings app>Scheduling>Routing and tick the Enable Street Level Routing box - that’s it!
From now on FSL will use SLR for travel calculation. SLR calculation takes a bit longer than Aerial routing calculation.
Street Level Routing Considerations
• Resource travel speed isn’t taken into account when SLR mode is activated.
• The travel time is based on the Driving profile in Google maps and can’t be changed.
• SLR creates a grid of 200m squares. Every service appointment within the grid gets the same geolocation for routing purposes.
10
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
• Service appointments with more than a 100-kilometer distance uses aerial routing instead.
• Complex work and multiday work scheduling doesn’t support SLR and use aerial routing instead.
• When you drag and drop a service appointment the routing calculates depending on the chosen start time. Street level routing
might not be used and the calculation won’t update immediately.
• Any scheduling action that is triggered in a transaction with data manipulation language uses aerial routing instead and it might
not update immediately. For example, when creating a new service appointment via the API data manipulation language is used
and the transaction is sent to a queue, which slows the response time.
• Before using SLR, run three to four global optimization runs for each region.
Schedule Optimization with the Field Service Lightning Managed Package
The scheduling optimizer helps your field service team comply with SLAs, minimizes travel time,
overtime, costs, and no-shows. It maximizes efficiency by assigning resources to as many service
appointments per shift as possible. You can configure the optimizer to run repeatedly, for example,
every day, or you can run it manually.
Example: For example, before running the service scheduling optimizer you may have:
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• 62 scheduled hours
• 24 minutes average travel
• 51 scheduled jobs
After you run the service scheduling optimizer you have:
• 69.5 scheduled hours
• 15 minutes average travel
• 56 scheduled jobs
Activate the Field Service Lightning Optimizer
Activate the service scheduling optimizer to set up the most efficient schedule possible for your business.
Create a Field Service Lightning Optimization User
To activate the scheduling optimizer, you create an optimization profile and optimization user. You then log in as the optimization
user to complete activation.
Fix Scheduling Overlaps
Reschedule appointments that overlap another appointment or an absence with the click of a button.
Fill-In Schedule Gaps for Service Resources
Fill-in schedule creates a list of appointments for a technician and finds the optimal schedule.
Group Nearby Appointments
Group nearby appointments that are close to a given appointment.
Reshuffle Appointments to Schedule High Priority Work Over Lower Priority Jobs
When your schedule has no room for that high priority job, Appointments Reshuffle moves lower priority jobs to a later date or
unschedules them. This frees up your technician for the more important job.
11
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
Activate the Field Service Lightning Optimizer
Activate the service scheduling optimizer to set up the most efficient schedule possible for your
business.
EDITIONS
1. As a system administrator with the “Modify All Data” user permission, navigate to the Field
Service Settings tab.
Available in: Salesforce
Classic and Lightning
Experience
2. Click Create Optimization Profile in the left-hand navigation bar.
Note: This process consumes one Salesforce license. Before you enable optimization,
ensure that a license is available.
3. When you’re prompted, switch to the newly created optimization user to set up your
optimization:
a. From Setup, click Users and locate the optimization user.
b. Click Edit next to the user and select Active on their profile.
c. Select Generate new password and notify user immediately.
d. Log out.
4. When you receive a password reset email, click the link and complete the steps to log in to your
org as the optimization user.
5. When you’re logged in, click the + icon to see your full list of tabs.
6. Click the Field Service Settings tab.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
7. Click Activate Optimization.
8. Click Allow to allow remote site access and be redirected back to the settings tab.
Optimization is now active in your org, as seen by the Optimization Active message in the left-hand navigation bar on the Field Service
Settings page. You can log out as the optimization user and log back in with your regular username and password.
To have the optimizer run on repeat, open the Field Service Admin app from the Field Service app menu. Click the Field Service Settings
tab, then click Scheduled Jobs. Select the job and adjust the settings as needed. When the optimizer is active, a status bar appears on
the left-hand side of the Field Service Settings page.
To manually run the optimizer — for instance, for a particular geographical area using a certain scheduling policy — click Optimize in
the Service drop-down menu on the Gantt chart and define your settings.
Note:
• A message displays at the top of the Gantt when the optimizer is running.
• If you deactivate the optimization user, the optimization will fail.
12
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
Create a Field Service Lightning Optimization User
To activate the scheduling optimizer, you create an optimization profile and optimization user. You
then log in as the optimization user to complete activation.
EDITIONS
Create an FSL optimization profile, create an optimization user, and then log in as the user and
activate the optimization.
Available in: Salesforce
Classic and Lightning
Experience
Create a Field Service Lightning Optimization Profile
After activating the optimizer, create an optimization profile.
Create an Optimization User
After creating an optimization profile, create an optimization user.
Log In as the Optimization User and Activate Optimization
Once creating an optimization profile and a user, log in to active optimization.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• “Customize Application”
To assign a permission set
license:
• “Manage Users”
To create a permission set:
• “Manage Profiles and
Permission Sets”
Create a Field Service Lightning Optimization Profile
After activating the optimizer, create an optimization profile.
EDITIONS
1. Select a standard platform user profile from Setup > Manage Users > Profiles, and then click
Clone.
2. Set the profile name to FSL Optimization. You must use this name.
3. Set the following settings.
• Custom App settings—Remove all settings, except Field Service.
• Tab settings—Hide all tabs, except Field Service Settings – Default On.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Administrative permissions
USER PERMISSIONS
– Enable API Enabled.
– Enable Chatter Internal User.
To enable Field Service
Lightning managed
package:
• “Customize Application”
– Enable View Help Link.
– Enable Allow View Knowledge.
– Disable all remaining fields.
• Standard Object permissions—Remove all permissions from all objects.
• Custom Object permissions—Keep defaults (no permissions).
To assign a permission set
license:
• “Manage Users”
To create a permission set:
• “Manage Profiles and
Permission Sets”
• Field Service app—Visible.
• Field Service Settings tab—On (the default).
• Enabled Visualforce Page Access—Vf066_settings, and remove all other settings.
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Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
• Enabled Apex Class Access—Include OAASRestService and AuthServices, and remove all other settings.
4. Click Save.
Create an Optimization User
After creating an optimization profile, create an optimization user.
EDITIONS
1. Select Setup > Company Profile, and then click Company Information.
2. Find your Salesforce Org ID, and copy the 15-character string to your clipboard.
3. Select Setup Manage UsersUser, and then click New User.
4. Set the following values.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• First Name—Leave blank.
• Last Name—Enter FSL Optimization.
• Alias—Enter optUsr.
• Email—Enter the email address where you can receive the activation email.
• Username—This name must follow this format: FSL.[org id]+@[domain.name]. For example,
if your org ID is “00D58000000PIve” and your domain name is “optimization.com,” enter
fsl.00D58000000PIve@optimization.com.
• Nickname—Accept the default.
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• “Customize Application”
To assign a permission set
license:
• “Manage Users”
• Role—Select None Specified.
• User License—Select Salesforce Platform.
• Profile—Enter FSL Optimization.
• Select Generate new password and notify user immediately. Make sure this option is
selected.
5. Click Save.
14
To create a permission set:
• “Manage Profiles and
Permission Sets”
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
Log In as the Optimization User and Activate Optimization
Once creating an optimization profile and a user, log in to active optimization.
1. When you receive a password reset email, click the link and complete the steps to log in to your
org as the optimization user.
2. When logged in, click the + icon to see a list of all your tabs.
3. Click the Field Service Settings tab.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
4. Select Optimization > Activation.
5. Click Activate Optimization.
6. To allow remote site access and be redirected back to the Settings tab, clickAllow.
After you complete these steps, the scheduling optimizer operates in your org. You can log out as
the optimization user and log back in with your regular username and password.
Note: If you deactivate the optimization user, scheduling optimization no longer operates.
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• “Customize Application”
To assign a permission set
license:
• “Manage Users”
To create a permission set:
• “Manage Profiles and
Permission Sets”
Fix Scheduling Overlaps
Reschedule appointments that overlap another appointment or an absence with the click of a
button.
EDITIONS
Configure Fix Overlaps for dispatchers on the Field Service Settings tab.
Available in: Salesforce
Classic and Lightning
Experience
From the Field Service Settings tab go to Scheduling > Dynamic Gantt > Fix Overlaps. There
are four settings.
1. Automatically fix overlaps when an appointment overlaps with
another appointment or absence: When enabled, Fix overlaps is triggered
whenever an appointment overlaps with another appointment or an absence.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
2. When attempting to fix overlaps:
a. Schedule to original resource only: When selected, only the original assignee is considered when rescheduling
the appointments.
b. Schedule to all resources: When selected, the scheduling engine considers other resources as well.
3. After unscheduling services reschedule them by:
a. Chronological Order
b. Priority
4. When unable to find a valid schedule for an appointment:
a. Leave on Gantt and set in-jeopardy: If the scheduling engine can’t reschedule without breaking work rules,
the appointment is left in its original time and an in-jeopardy flag is raised.
15
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
b. Unschedule the appointment(s): If the scheduling engine can’t reschedule without breaking work rules, the
appointment is unscheduled and removed from the Gantt chart.
c. Reshuffle other assignments: If the scheduling engine can’t reschedule without breaking work rules, the scheduling
engine reshuffles the appointment. Reshuffling means moving around, or even unscheduling, lower priority appointments to
make room for a higher priority appointment. More information.
Considerations for Fix Overlaps
• Fix overlaps respects the order of the original plan so the earliest appointment remains the earliest and the last remains last.
• If a service is pinned, fix overlaps can’t move it. However, fix overlaps don’t respect pinned statuses and can move appointments in
one of the pinned statuses.
• Fix overlaps only reschedules for the given day. If fix overlaps is progressing to a reshuffle operation it may schedule to other days
as well.
• Fix overlaps isn’t supported for capacity based resources.
• Fix overlaps leaves the appointments in their original status.
• When a service appointments is scheduled by a fix overlaps operation, the Schedule Mode on the Service appointments is
Automatic.
Fill-In Schedule Gaps for Service Resources
Fill-in schedule creates a list of appointments for a technician and finds the optimal schedule.
The first step of the Fill-in Schedule operation is to build a pool of available jobs for the scheduling
engine to try to schedule (‘candidates service appointments’). A consideration when building the
pool is which Service Appointments should be selected as candidates and which should not. Some
jobs shouldn’t be considered as a candidate, per the service organization definitions (example: for
break fix, it may require to book an appointment with the customer over the phone before sending
a technician onsite). As the definitions could be related to the service appointment itself and/or
the parent of the service appointment, the scheduling engine will evaluate a checkbox field on the
parent record and another checkbox field on the service appointment level.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
3 new fields were introduced through the managed package in this release all named ‘Is Fill In
Candidate’, but are on different objects - Service Appointment, Work Order and Work Order Line Item. The default value for these field
is TRUE, meaning that by default every service appointment is a candidate for Fill-In Schedule. If the service organization wants to control
which appointment should be a candidate and which should not they can do one of the following
• Automation: using Process Builder or Apex Triggers, set the value of the field(s) to False if the record fails to meet the needed criteria.
• Formula Fields: create a new checkbox formula field(s) that evaluate if that record should be a candidate, and change the settings
that controls which fields the scheduling engine evaluates when building the pool of candidates, to use your custom formula field(s)
instead of the default ‘Is Fill In Candidates’ fields (see below)
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Fill-in Schedule)
1. Service Appointment Candidate Boolean field Select a checkbox field that indicates if a service appointment is a candidate for fill-in
schedule. You can select any standard or custom checkbox field from the service appointment object, including formula fields.
2. Work Order Candidate Boolean field In the case of Work Order as an appointment’s parent - this field should be true for the service
appointment to be a candidate. You can select any standard or custom checkbox field from the work order object, including formula
fields.
3. Work Order Line Item Candidate Boolean field In the case of Work Order Line Item as an appointment’s parent - this field should be
true for the service appointment to be a candidate. You can select any standard or custom checkbox field from the work order line
item object, including formula fields.
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Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
4. Order candidate appointments by (picklist) Select either Priority or Distance.
a. Priority - the scheduling engine will first sort the candidates based on their priority field (as defined in the Scheduling>General
Logic settings) starting from the highest priority. Distance will be also considered when sorting, but as a secondary consideration
(meaning starting with the closest service appointment when 2 Work Orders have the same priority)
b. Distance - The scheduling engine will first sort the candidates based on their proximity to the previous Appointment (or in case
it is the first assignment of the day, their proximity to the technician home base). After a Service Appointments get scheduled,
the scheduling engine will consider its location as the point for distance calculation. Priority will be also considered when sorting,
but as a secondary consideration (meaning starting with the Work Order with higher priority, when 2 Service Appointments are
in the same proximity)
5. Max appointments to schedule (number) When building the pool of candidates service appointments, the scheduling engine will
stop looking for more candidates after finding this number of appointments (or after the max runtime settings, what ever is first).
Max value to set is 50 candidates.
6. Max runtime (seconds) (number) When building the pool of candidates service appointments, the scheduling engine will stop
looking for more candidates after this number of seconds (or after the max appointments to schedule settings, what ever is first).
Max value to set is 60 seconds.
Considerations for Fill-In Schedule
• Fill-in schedule will only try to schedule for the given day (first day shown on the Gantt).
• The Is Fill In Candidate fields on the service appointment, work order and work order line items default value is True. This means any
new service appointment will be considered as a fill in candidate, while service appointment records that existed prior to the upgrade
will not be considered as candidates. The admin can use Process Builder to control these fields to fit your organization fill in schedule
needs, or even create new formula fields that will evaluate in real time whether the record should be a candidate or not.
• Service Appointments without geolocation will be sorted last if sorting by distance.
• Candidate Service Appointments are only ones that are unscheduled or scheduled for the future (day after and onward).
• When a Service Appointments was scheduled by Fill-in Schedule operation, the ‘value for the Schedule Mode’ field on the Service
appointments will be ‘Automatic’.
Group Nearby Appointments
Group nearby appointments that are close to a given appointment.
Group nearby appointments unschedules the appointments that are scheduled later that day and,
after building a pool of near by service appointments, it schedules appointments close to the source
appointment.
Note: Lower priority work may be unassigned to make room for the nearby appointments.
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Group Nearby Appointments)
1. Service Appointment candidate Boolean field Select a checkbox field that indicates if a service
appointment is a candidate for group nearby appointment. You can select any standard or
custom checkbox field from the service appointment object, including formula fields.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
2. Work Order Candidate Boolean field In the case of Work Order as an appointment’s parent - this field should be true for the service
appointment to be a candidate. You can select any standard or custom checkbox field from the work order object, including formula
fields.
3. Work Order Line Item Candidate Boolean field In the case of Work Order Line Item as an appointment’s parent - this field should be
true for the service appointment to be a candidate. You can select any standard or custom checkbox field from the work order object,
including formula fields.
17
Field Service Lightning Managed Package
Schedule Optimization with the Field Service Lightning
Managed Package
4. Max appointments to schedule (number) When building the pool of candidates service appointments, the scheduling engine will
stop looking for more candidates after finding this number of appointments (or after the max runtime settings, what ever is first).
Max value to set is 50 candidates.
5. Max runtime (seconds) (number) When building the pool of candidates service appointments, the scheduling engine will stop
looking for more candidates after this number of seconds (or after the max appointments to schedule settings, what ever is first).
Max value to set is 60 seconds.
6. When attempting to schedule the unscheduled service after the nearby services (picklist) The first thing the Group Nearby appointment
operation is doing, is unscheduling the services that were planned for the resource for the remainder of the day, to make room for
appointments in proximity to the appointment that triggered the operation. The operation continues with building a pool of
surrounding appointments and scheduling these to the resource. The last step is to try and schedule the appointments that were
unscheduled in the first step of the operation. When attempting to schedule the unscheduled service after the nearby services
(picklist) the scheduling engine will.. There are 2 options on the picker:
a. Schedule to original resource only - when selected, only the original assignee will be considered as a candidate when the
scheduling engine will try to reschedule the appointments
b. Schedule to all resources - When selected, the scheduling engine will consider other resources as well
7. When unable to arrange schedule (picklist) There are 3 options in the picker:
a. Leave on Gantt and set in-jeopardy - If the scheduling engine couldn’t reschedule without breaking work rules, the appointment
will be left in it’s original time, and an in-jeopardy flag will be raised.
b. Unschedule the appointment(s) - If the scheduling engine couldn’t reschedule without breaking work rules, the appointment
will be unscheduled. I.e removed from the Gantt.
c. Reshuffle other assignments - if the scheduling engine couldn’t reschedule without breaking work rules, the scheduling engine
will then try to reshuffle the appointment (Reshuffle means moving around (or even unscheduling) lower priority appointments
to make room for a higher priority appointment to be scheduled. More information on Reshuffle process in section ‘Appointments
Reshuffle’)
8. Radius for nearby appointments (number) The radius around the originating service appointments where other appointments are
considered to be candidates for the Group Nearby Appointments operation. The distance unit can either be Km or Mile, depending
on the ‘default driving speed unit’ defined under the Routing settings (Field Service Settings tab>Scheduling>Routing)
Considerations for Group Nearby Appointments
• Group Nearby Appointments will only try to schedule for the given day (first day shown on the Gantt).
• The Is Fill In Candidate fields on the service appointment, work order and work order line items default value is True. This means any
new service appointment will be considered as a fill in candidate, while service appointment records that existed prior to the upgrade
will not be considered as candidates. The admin can use Process Builder to control these fields to fit your organization fill in schedule
needs, or even create new formula fields that will evaluate in real time whether the record should be a candidate or not.
• Only unscheduled Service Appointments can be candidates for Group Nearby Appointments.
• When a Service Appointments was scheduled by Group Nearby Appointments operation, the ‘value for the Schedule Mode’ field
on the Service appointments will be ‘Automatic’.
18
Field Service Lightning Managed Package
Dispatch Policies in the Field Service Lightning Managed
Package
Reshuffle Appointments to Schedule High Priority Work Over Lower Priority Jobs
When your schedule has no room for that high priority job, Appointments Reshuffle moves lower
priority jobs to a later date or unschedules them. This frees up your technician for the more important
job.
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Reshuffle Assignments)
1. Max time horizon (days) in which the appointment can be scheduled The Reshuffle process
will try to schedule the appointment in a date range which is the Earliest Start PErmitted (or
the current time if it is later) up until X more days (where x is the value configured here). 7 is
the maximum value.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatch Policies in the Field Service Lightning Managed Package
Manage how field service technicians receive jobs, either one at a time, hourly, daily, weekly, or
monthly.
EDITIONS
You can determine how far out appointments can or must be made. You can enable drip feed,
which dispatches service appointments to technicians as they finish current appointments.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Sharing for the Field Service Lightning Managed Package
You can limit access to field service objects so that your service team members only see information
relevant to them. Field Service Lightning includes out-of-the-box sharing tools to give team members
access to the right information. For these tools to function, you need to change objects’ default
Public Read/Write sharing settings.
1. Select Setup > Security Controls > Sharing Settings.
2. Change the sharing settings for the for the Work Order, Service Appointment, Service Territory.
and Service Resource objects to Private.
3. Click Save.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
You can also give dispatchers access to the objects they need by sharing information across territories
and syncing calendars to include absences and other events.
To change sharing rules for the Appointment object, you must change the service appointment lifecycle. When a service is created and
assigned, the service is visible only to the record’s creator and relevant dispatchers based on user-location sharing. When you change a
dispatching service’s status to Dispatched, the record is shared with the user of the assigned resource.
Note: When a service is canceled, all sharing rules are removed, and the service is visible only to the service owner and the relevant
dispatchers based on the User-Location object.
19
Field Service Lightning Managed Package
Field Service Lightning Dispatcher Console
Field Service Lightning Dispatcher Console
The Field Service Lightning Managed Package includes the Dispatcher Console, which is the main
working space for dispatchers.
EDITIONS
From the Field Service tab, the Dispatcher Console contains the appointments list, the resources
Gantt chart, the map, and other features.
Available in: Salesforce
Classic and Lightning
Experience
Search in the Dispatcher Console
Field Service Lightning offers search options for both the Service list and the Resource list.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher Console Service Appointment List
The Service Appointment list is located on the left side of the dispatcher console and contains
a list of relevant appointments. Users can filter, sort, and search within the list. You can also perform actions on selected services in
the list.
Dispatcher Console Gantt
The Gantt is located on the right side of the Dispatcher Console and contains the resource list, the schedule view, and additional
features.
Dispatcher Console Map
The map displays the location of appointments from the service appointments List, the resource’s home base, and the resource’s
last known position.
Scheduling Policy Picker
A scheduling policy is a set of rules and objectives that are used in a scheduling operation. The scheduling policy you select will be
used in every scheduling action.
Managing Service Resources
Resources represent technicians that are assigned to complete a service appointment.
Search in the Dispatcher Console
Field Service Lightning offers search options for both the Service list and the Resource list.
Search the Dispatcher Console Service Appointment List
You can search for appointments from the service appointment list.
Search the Dispatcher Console Resource List
You can search for a resource from the service resource list.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
20
Field Service Lightning Managed Package
Dispatcher Console Service Appointment List
Search the Dispatcher Console Service Appointment List
You can search for appointments from the service appointment list.
To search for an appointment in the service appointment list, enter at least two characters in the
list search box.
The search process takes into account the following service appointment fields:
• Service Appointment Number
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Gantt Label
• Account Name
• Assigned Resource Name
• Service Appointment ID
• Service Appointment ID
• Service Territory Name
• SA Status
• Fields in the Service Appointments List Columns field set that are of the following types: text, text area, lookup name, and picklist
You can search using more than one keyword by separating each keyword with a comma (AND logic condition is applied on all search
items).
After you enter two characters in the search box, the service list is filtered to list only service appointments that have at least one matched
property with the entered value.
Search the Dispatcher Console Resource List
You can search for a resource from the service resource list.
EDITIONS
To search for a resource on the service resource list, type at least one character into the search box.
The search process filters based on the resource name.
You can also use the Gantt Filter to filter resources by additional options, including their skill set or
by any checkbox or picklist field included in the filter field set.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher Console Service Appointment List
The Service Appointment list is located on the left side of the dispatcher console and contains a list
of relevant appointments. Users can filter, sort, and search within the list. You can also perform
actions on selected services in the list.
To change the order of the bulk action buttons in the service list, navigate to Dispatcher Settings
and select Bulk actions order. Then, drag and drop the actions to fit your preference.
You can use field sets to control:
• Which fields appear in the service list
• Which fields appear when viewing a single service within the service list
You can also drag fields in the list to adjust their width and reveal additional fields.
21
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Dispatcher Console Service Appointment List
Dispatcher Console Scheduling Horizon
The Scheduling Horizon takes into account the selected date properties, and shows the relevant appointments up to and including
the horizon date.
Dispatcher Console Service Appointment List Filters
Use filters to narrow the list of appointments displayed in the service appointment list.
Dispatcher Console Service List Search
Use keywords to filter service appointments.
Dispatcher Console Service List Customization
You can customize service lists.
Dispatcher Console Appointment List Bulk Actions
You can perform mass actions on an appointment list.
Dispatcher Console Scheduling Horizon
The Scheduling Horizon takes into account the selected date properties, and shows the relevant
appointments up to and including the horizon date.
EDITIONS
For example:
Available in: Salesforce
Classic and Lightning
Experience
• Number of services to show: 500 (amount configurable)
• Selected date property: Due Date
• Scheduling horizon: 05/30/2015
If you select Match Gantt Dates, this changes the scheduling horizon to match the dates the Gantt
shows.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher Console Service Appointment List Filters
Use filters to narrow the list of appointments displayed in the service appointment list.
EDITIONS
Some predefined filters are available:
Available in: Salesforce
Classic and Lightning
Experience
• All Services
• Todo
• Recently used
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Flagged
• Selected
• Unscheduled
• In Jeopardy
• Rules violating
• Gantt
• Canceled
• Contractors
Most filters are self-explanatory (All, Scheduled, Unscheduled, etc.).
The Todo filter shows services that are waiting for the dispatcher’s next action. For example: unscheduled services, services with a rule
violation, services in jeopardy, etc.
22
Field Service Lightning Managed Package
Dispatcher Console Service Appointment List
The Gantt filter shows the same services seen on the Gantt.
You can also create Custom filters:
Dispatcher Console Service List Search
Use keywords to filter service appointments.
EDITIONS
Use the Appointment List Search to filter appointments displayed on the list by keywords. You can
search for many keywords by separating each word with a comma (applying the AND logic
condition).
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher Console Service List Customization
You can customize service lists.
EDITIONS
There are two components you can customize for the service list:
• Appointment list columns: Use the appointment list columns Field Set to configure which
fields you want to appear at the service appointment list header. You can select up to 6 fields.
• Appointment mini view: When you click an appointment in the list, the row extends to expose
the mini view. Use the Appointment Expanded Field Set to configure up to 12 fields you want
to appear in the mini view.
The appointment list and mini view are responsive, so expanding and reducing the width of the
sidebar component will expose or hide fields to match the screen real estate available.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Dispatcher Console Appointment List Bulk Actions
You can perform mass actions on an appointment list.
EDITIONS
You can perform different mass actions on appointments in the list by opening the Actions menu
and choosing an action. Available actions are:
• Schedule: Execute an automatic scheduling process for the selected appointments.
• Change Status: Change the status for the selected appointments.
• Flag / Unflag: Add or remove a flag for the selected appointments. You can use the flag for
filtering later.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Unschedule: Unschedule the selected appointments, or define the relevant time range and
service territories of the appointments that should be unscheduled.
• Optimize: Turn on scheduling optimization.
The list of actions is customizable; you can remove some actions and edit the order based on your preference. Check out the Field Service
Setting tab in the Field Service Admin app for more details.
23
Field Service Lightning Managed Package
Dispatcher Console Gantt
Dispatcher Console Gantt
The Gantt is located on the right side of the Dispatcher Console and contains the resource list, the
schedule view, and additional features.
EDITIONS
• The resource list displays all active resources whose locations are selected in territory Filtering.
Available in: Salesforce
Classic and Lightning
Experience
• The Resource Filter lets you control which resources appear in the Gantt.
You can customize which fields are available in the filter by editing the Resource Gantt Filter
field set. Only picklists and checkbox fields can be added. Select Show working resources
only in the filter box to show only resources who are scheduled to perform services in the
calendar interval shown on the Gantt.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• The Gantt Filter lets you filter resources by skill, properties, and the hours/days displayed on the
Gantt.
• The notifications area shows you details about scheduling actions that you took such as Schedule, Unschedule, etc.
• The Lock Gantt button lets you switch between a read-only and read/write view of the Gantt.
• The KPI Monitor gives you your schedule highlights, including the total work load, average travel time, number of completed services,
number of rules violating services, and number of services which are In Jeopardy.
• The Date view and Resolution controls the date range that is displayed on the Gantt, and offers several options:
– Jump to a specific date
– Scroll one day to the left/right
– Jump to Today
– Gantt resolution: The number of days to display on the Gantt
• The Territory's time zone displays each territory's current date and time.
Dispatcher Console Option Button
The Options button lets you customize the Gantt data and gives you access to viewing and other dispatcher console settings.
Dispatcher Console Territory Filtering
You can filter appointments by service territories.
Dispatcher Console Gantt Chart Settings
Customize your Gantt chart to display details you want to see.
Dispatcher Console Option Button
The Options button lets you customize the Gantt data and gives you access to viewing and other
dispatcher console settings.
EDITIONS
The Options button is located above the service appointment List and includes several settings:
Available in: Salesforce
Classic and Lightning
Experience
• Territory filtering: Filter the locations seen on the Gantt.
• Gantt Settings: Configure the Gantt data set, behavior, and layout.
• Open full screen: Open the Dispatcher Console in full screen with four available tabs: Accounts,
Services, Resources, and Absences.
24
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Dispatcher Console Gantt
Dispatcher Console Territory Filtering
You can filter appointments by service territories.
EDITIONS
You can filter the locations displayed on the Gantt by clicking the Settings icon and then Service
Territory filtering.
The selected service territories will be loaded with the relevant resources and service appointments.
Note: Service territories that don’t have resources assigned as territory members are shown
on the appointment list but not on the Gantt chart.
• You can choose whether to Show Service Appointments that aren’t associated with
a territory. You will be able to schedule them to any of the loaded Service Territories.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Search Territories: Use the search bar to filter out Service Territories.
• All / None: Use these buttons to quickly select all Service Territories or remove all
selections.
Dispatcher Console Gantt Chart Settings
Customize your Gantt chart to display details you want to see.
EDITIONS
To configure your Gantt chart settings, clicking the Settings icon, and then click Dispatch console
settings.
• Filter candidates after get slots action: Show only resources that come up as candidates
when using the Get Candidates service list or Gantt action.
– When enabled, only the available resources for scheduling will be seen on the Gantt.
– When disabled, all the resources will be seen on the Gantt without any filtering.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Scheduling horizon limit: Set the number of days to show before the selected scheduling
horizon.
• Services per page: Set the maximum number of services per page in the Service list. The available options are 50, 75, 100, 125, and
150.
• Resource row height: Set the height of the resources row in the Gantt. The available options are XSmall, Small, Medium, and Large.
The Gantt Filter
Filter resources by skills and other features, and set hours and days to display on the Gantt chart.
KPI Monitor
The KPI (Key Performance Indicator) monitor provides important insight on your services.
25
Field Service Lightning Managed Package
Dispatcher Console Gantt
The Gantt Filter
Filter resources by skills and other features, and set hours and days to display on the Gantt chart.
The Gantt Filter in the top left lets you filter resources by their skills and other features. You can also
set the available hours and days to display on the Gantt chart.
• The Hours filter lets you select a range of hours that you would like to see across all dates
resolution (daily, 2 days, 3 days and weekly). It also lets you select whether to display weekends
on the Gantt.
• The Resources filter lets you specify which resources are shown. Selecting a field activates the
filter. You can customize which fields are available in the filter by editing the Resource Gantt
Filter field set. Only picklists and checkbox fields can be added. In addition, you can select Show
working resources only in the filter box to show only resources who are scheduled to perform
services in the calendar interval shown on the Gantt.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• The Skills filter ensures that only resources with the selected skills are visible on the Gantt.
• The Monthly filter lets you select how a resource’s monthly capacity is calculated. Deselect any fields that you don’t want to be
included in the calculation.
By default the Gantt is being sorted by the resource name, ascending. You can add any field to the “Resource Gantt Filter” Field set on
the Service Resources object, and it shows as an option on the Gant Filter settings under the Resources tab.
1. To add a new field to the selection, go to Field Service > Service Resource > Field Sets.
2. Edit the Field Set layout Fields.
3. Change to sort by the desired field.
Note: Lookup fields are not supported. All other field type are supported.
KPI Monitor
The KPI (Key Performance Indicator) monitor provides important insight on your services.
EDITIONS
The KPI Monitor can be found on the top right side of the Gantt.
The available indicators are:
• Total scheduled time (workload) of all loaded service territories.
• Average travel time per service of all service shown on the Gantt.
• Number of completed services out of all services shown on the Gantt.
• Total number of rules violating services.
• Total number of services in jeopardy.
26
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Dispatcher Console Map
Dispatcher Console Map
The map displays the location of appointments from the service appointments List, the resource’s
home base, and the resource’s last known position.
EDITIONS
You can also add any location-based object to the map.
Available in: Salesforce
Classic and Lightning
Experience
• Schedule services: Click the service icon and click Schedule to auto-assign the service to an
available resource.
• Display Google traffic data: Select the Traffic checkbox at the base of the map.
• View a resource’s daily route at street level: Open the Resource section in the Gantt and
click the right-hand tab.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• View all location-based standard or custom objects as separate map layers: Set up a
tabular report for any object with latitude and longitude values. Click Map Layers in the top left corner of the map to view reports
and resources.
– In the Reports tab, you can select layers to add to the map. Only reports in the Field Service Reports folder appear in the Reports
tab. The markers’ icons on the map are visible according to the first column in the report. Up to 10 additional columns are visible
inside the marker’s info window.
– The map shows all resources by default. Type a name in the Resources tab and click Show on map to view a single resource’s
markers.
Dispatcher Console Map Views
The Map view shows you all resources’ home bases, assigned service appointments, and last known positions. You can view one or
more items by selecting the checkboxes below the map.
View Resource Availability by Month
The monthly view in the dispatcher console lets you review and plan out your monthly capacity. Gain insight into your workforce’s
work time, travel, and absences.
Dispatcher Console Map Views
The Map view shows you all resources’ home bases, assigned service appointments, and last known
positions. You can view one or more items by selecting the checkboxes below the map.
EDITIONS
Select a resource name in the drop-down list to filter the Map to display only:
Available in: Salesforce
Classic and Lightning
Experience
• Service Appointment: All assigned appointments to the selected resource and which appear
in the Service list.
• Home base: Resources’ home base, according to the home base coordinates specified in the
resource details.
• Live positions: When resources update service appointment status from their mobile device,
their coordinates are automatically recorded. Live Position shows the latest coordinates saved
in the system.
27
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Scheduling Policy Picker
View Resource Availability by Month
The monthly view in the dispatcher console lets you review and plan out your monthly capacity.
Gain insight into your workforce’s work time, travel, and absences.
EDITIONS
To see the monthly view, use the drop-down view selector in the Gantt.
Available in: Salesforce
Classic and Lightning
Experience
The Gantt filter lets you select how a resource’s monthly capacity is calculated. Deselect any fields
that you don’t want to be included in the calculation.
You can also customize the capacity-based color coding in the Field Service Settings > Scheduling
> Dispatcher Console UI > Monthly View Settings. Enter the number of hours that indicate High
Utilization (default: 150), Medium Utilization (default: 100), and Extensive Travel (default: 33). On
the monthly view:
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• 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.
On the monthly resource view, you can:
• Click an event name to view its details.
• Flag services.
• Click the date on the vertical axis to switch to the date’s daily view.
Scheduling Policy Picker
A scheduling policy is a set of rules and objectives that are used in a scheduling operation. The
scheduling policy you select will be used in every scheduling action.
EDITIONS
From the Policy dropdown, select a scheduling policy.
Available in: Salesforce
Classic and Lightning
Experience
Appointment Booking
Field Service Lightning lets you book service appointments for different Salesforce objects,
including Work Orders, Work Order Line Items, Accounts, Assets, and Opportunities. To book
an appointment, follow the steps below (for convenience, we’ll use a Work Order)
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Rescheduling an Appointment
You can reschedule appointments from their service appointment pages.
Set Visiting Hours
Create “visiting hours” for your customers to ensure that services are scheduled during a business’s operating hours.
Scheduling Service Appointments
There are multiple options for scheduling service appointments.
Unscheduling Service Appointments
In Field Service Lightning there are different ways to schedule service appointments.
28
Field Service Lightning Managed Package
Scheduling Policy Picker
Appointment Booking
Field Service Lightning lets you book service appointments for different Salesforce objects, including
Work Orders, Work Order Line Items, Accounts, Assets, and Opportunities. To book an appointment,
follow the steps below (for convenience, we’ll use a Work Order)
To book an appointment, follow the steps below (for convenience, we’ll use a Work Order):
1. Open a work order.
2. In the Chatter feed, select Book Appointment. If this action isn’t available, you can add it to
the layout.
3. Service Appointments can be booked for parent records, like a work order. These parent records
can have many service appointments booked against to reflect different trips. The Book
Appointment action gives you the opportunity to create a new appointment or reschedule an
existing one.
4. Let’s create a new appointment. Select a Work Type from the drop-down list. Work Types provide
key inputs to the scheduling optimizer, including an estimated duration, plus skill requirements
for the resource. The address is automatically populated using the Work Order’s address (this
is configurable through the Global Actions).
5. Select the Service Territory from the drop-down list, again to provide this input for scheduling
purposes. Click Show more options if you want to change the Early Start and Due Date default
range.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
6. Click Get Appointments to view a graded list of available slots for this service. The list considers
all scheduling constraints such as the current schedule, work rules, and service objective. Slots
may be indicated with an ‘Ideal’ or ‘recommended’ icons. Clicking the information icon opens
the Appointment Insights window, which shows how each slot ranks against the Company KPIs as defined in the Scheduling policy.
7. Click Extend Dates to show a wider range of service appointment dates.
8. Select an appointment window. A service appointment will be created and automatically allocated to a resource, taking into
consideration all scheduling constraints.
9. To view the details, click View Service Appointment.
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, an agent opens the appointment booking action from the Asset page and select a
time slot. In doing this, a work order and a service appointment are created.
29
Field Service Lightning Managed Package
Scheduling Policy Picker
Rescheduling an Appointment
You can reschedule appointments from their service appointment pages.
EDITIONS
Once an appointment is booked, rescheduled from its service appointment detail page.
1. Open a parent record, liked a Work Order, that has a booked appointment.
2. In the Chatter feed, select the Book Appointment quick action. If this action is not available,
you can add it to the layout.
Available in: Salesforce
Classic and Lightning
Experience
4. Click Get Appointments to view a list of available slots.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
5. Select the suitable appointment window, and the service appointment is automatically
rescheduled.
USER PERMISSIONS
3. Review and adjust inputs for the Work Type, Address, and Service Territory, if desired.
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Set Visiting Hours
Create “visiting hours” for your customers to ensure that services are scheduled during a business’s
operating hours.
EDITIONS
Respect the operating hours of your business customers by creating “visiting hours” for them. For
example, if a customer only wants technicians to visit on weekdays between noon and 4 PM, you
can use visiting hours to ensure that any services for that customer are scheduled within those
hours. The service scheduling optimizer will only schedule appointments for customers within their
visiting hours. Dispatchers can manually schedule appointments outside a customer’s visiting hours,
though they’ll be alerted that they’re doing so.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
To set visiting hours:
1. Confirm that your profile has access to the “Field Service - Service Visiting Hours” work rule
record type. If you don’t have access, click Edit next to Work Rules and add this record type to
the “Selected Record Type” list.
2. Navigate to the Work Rules tab, and create a work rule by selecting “Field Service - Service
Visiting Hours.”
3. Click Continue.
4. Add a name, such as “Service Appointment Visiting Hours,” and a description.
5. Click Save.
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
To add your new visiting hours work rule to a scheduling policy:
1. Navigate to the Scheduling Policies tab.
30
Field Service Lightning Managed Package
Scheduling Policy Picker
2. Select the scheduling policy you want to use.
3. Click New Scheduling Policy Work Rule.
4. Select the work rule.
5. Click Save.
Note:
• You can attach one calendar per service.
• The calendar is effective until you remove or replace it on the service.
• Calendars use the timezone of the service they’re attached to. The service inherits its service location’s time zone. If the location
has no time zone specified, GMT is used.
• The scheduling optimizer respects visiting hours.
• You can map a lookup field from a custom object to the Service Object ‘Visiting Hours Calendar’ field to auto-populate the
Visiting Hours Calendar field.
Scheduling Service Appointments
There are multiple options for scheduling service appointments.
EDITIONS
You can schedule service appointments in several ways:
Available in: Salesforce
Classic and Lightning
Experience
• Manual drag and drop
• Click Schedule from the appointment mini view
• Click Schedule from the appointment list mass actions
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Use the Book Appointment quick action
• Use the Candidates Chatter quick action
• Use the Emergency Chatter quick action
Scheduling a Service Appointment Manually
A dispatcher can manually schedule service appointments.
Scheduling an Appointment in the Mini View
You can schedule service appointments in the service list’s mini view.
Schedule Multi-Day Service Appointments
You can schedule service appointments that span multiple days.
Scheduling an Appointment from the Mass Schedule Action
Mass actions let you schedule multiple service appointments automatically.
Scheduling an Emergency Service Appointment
A real-time map view helps you schedule and manage emergency service appointments.
Changing the Service Appointment Status Manually
You can change a service appointment’s status manually.
Changing an Appointment Status from the Gantt Chart
You can use the Gantt chart to change a service appointment’s status.
Changing an Appointment Status in Chatter
You can go to the Chatter feed to change a service appointment’s status.
31
Field Service Lightning Managed Package
Scheduling Policy Picker
Changing an Appointment Status on Service Appointment Detail Page
You can go to a service appointment detail page to change an appointment’s status.
Automatic Appointment Status Change
The Service Appointment status can be changed automatically or manually by the dispatcher or the field resource.
Scheduling Policies
Field Service Lightning includes scheduling policies.
Checking Rule Violations
Rule violations occur when Field Service Lightning recognizes that an appointment schedule doesn’t adhere to predefined scheduling
rules. Examples of rule violations include travel time conflicts, and appointments that are not scheduled between their Earliest Start
Permitted and Due Date.
Scheduling a Service Appointment Manually
A dispatcher can manually schedule service appointments.
EDITIONS
The Dispatcher can schedule a service appointment by dragging it from the appointment list and
dropping it on a selected resource space on the Gantt chart.
Using this method, you can drag the service appointment to any resource. If it causes rule violations
(for example, the wrong skill set), it will be marked with a yellow triangle. Hovering over the service
appointment space shows the appointment details and the list of rule violations, as shown below:
Note: Rule violations can only occur when a service appointment is scheduled manually.
Automatic scheduling never breaks a rule.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
You can configure what should be the stopping points for your appointments when dragging &
dropping. Simply change the value in the settings to the duration of your choice.
1. For Field Service Settings, click Scheduling > Dispatcher Console UI > Drag Jumps>> on Gantt.
2. Set the minute window to your preference.
Manual Scheduling Considerations
• When dropping the Appointment block on the Gantt, it will shift to the closest ‘valid stop’. For example is the Drag Jump is set to
30 minutes and the appointment was dropped at 10:20 it will move to 10:30. Continuing with the same example, If it is dropped at
10:14 it will move to 10:00.
• Gantt Chart Appointment Minimum Drag Step settings in locking the appointment block for movement under a configurable amount
of . It was meant to avoid human errors when the dispatcher moved the appointment block accidently. Customers who are using
the Drag Jump feature usually don’t need the Gantt Chart Appointment Minimum Drag Step feature, and are best to leave it configured
to 1 minute.
Scheduling an Appointment in the Mini View
You can schedule service appointments in the service list’s mini view.
Click a service appointment in the service list to expand a mini service view. On the bottom of the
mini service view, you can find the Schedule action.
Click Schedule to let the system schedule the service appointment while taking into account the
rules and objectives in the configured scheduling policy (located above the service appointment
list).
You will be notified if there are no available candidates. You can manually bypass the rules and
objectives for further scheduling.
32
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Scheduling Policy Picker
Schedule Multi-Day Service Appointments
You can schedule service appointments that span multiple days.
EDITIONS
Rome wasn’t built in a day, and chances are that your grander projects also require more than a
day’s work. Happily, you can now schedule service appointments that span multiple days.
To use multi-day scheduling:
1. Navigate to Field Service Settings > Scheduling, then click Logic. Next to the Multi-day service
field, select Is Multiday.
2. Add the Multi-Day checkbox to Service Appointment page layouts.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
3. If a service appointment spans multiple days, select this checkbox on the service appointment.
Note: On multi-day service appointments, start and end times must be in valid time slots
of the assigned resource’s calendar.
The resource can’t be assigned to any other appointment during the multi-day service appointment.
You can either schedule multi-day appointments manually or with optimization. Other scheduling
actions are not supported.
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Scheduling an Appointment from the Mass Schedule Action
Mass actions let you schedule multiple service appointments automatically.
By using the Schedule option from the Service Appointment List Mass Actions menu, you can
automatically schedule multiple service appointments in order based on their priority.
To schedule service appointment(s):
1. In the Service Appointment list, select the appointment(s) you would like to schedule.
2. On the service list mass schedule menu, click Schedule.
The progress bar appears at the bottom right corner.
3. When the scheduling process is completed, you can either close the message box or view the
detailed schedule results by clicking View Service Appointments.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
33
Field Service Lightning Managed Package
Scheduling Policy Picker
Scheduling an Emergency Service Appointment
A real-time map view helps you schedule and manage emergency service appointments.
Swiftly schedule, dispatch, and track emergency appointments in just a few clicks with the help of
a real-time map view. Clicking the Emergency Chatter action on a service reveals a map view of
your closest field resources so you can dispatch work immediately.
Emergency Chatter action
The Emergency Dispatch Settings include several ways to customize your approach to emergency
services.
Setting Name
Description
Emergency Scheduling Policy
The default policy that will be used to find
resources to assign to an emergency service.
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--such as resource location or
geolocation--is no longer valid. For example, if
the breadcrumb validity is 20 minutes and the
location of resource X was last updated 30
minutes prior, the emergency dispatcher then
calculates the resource’s ETA based on the
location of the last appointment they
completed, or if they did not complete any
appointments that day, their home base, which
is either their Service Territory Member address,
or if not applicable their Service Resource
address.
Idea/Good Availability Grade
The grading of candidates (color-coded). In the
breadcrumbs example:
• Resources who can reach the service in less
than 30 minutes are ideal candidates.
• Resource who can reach the service
between 30 and 60 minutes are good
candidates.
• Resources who can reach the service after
60 minutes are bad candidates.
Emergency Search Timeframe
The amount of time you have to resolve the
emergency, not counting the service duration.
The Earliest Start Permitted on the
appointment is set to the current time, and the
Due Date = current time + appointment
duration + Emergency Search Timeframe.
34
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Setting Name
Scheduling Policy Picker
Description
For example, if an appointment will require one hour of work and
you set the Emergency Search Timeframe to 360 minutes (6 hours),
the emergency dispatcher shows you only resources who can
travel to and complete the task in the next 7 hours.
Click a resource on the map to see:
• Their route to the emergency service and ETA.
• The data (breadcrumb) that their location is based on.
• A Dispatch button. Click Dispatch to assign the appointment to them and send them a customizable Chatter notification.
Resource locations are calculated based on their latest breadcrumbs. If they don’t have valid breadcrumbs, their location is the location
of the last appointment they completed, or if they did not complete any service appointments that day, their home base, which is either
their Service Territory Member address, or if not applicable their Service Resource address.
The emergency dispatcher tool comes with a range of helpful features:
• If your current scheduling policy isn’t returning any candidates, change the policy directly on the map to trigger another search (for
instance, from Medium to Easy).
• If you want a candidate to complete their current service before heading to the emergency service, change the dispatcher setting
from “as soon as possible” to “after current service” at the top of the map. Changing this setting updates the candidates’ ETA.
• Click Candidates to view a list of all candidates in order of ETA. Hover over a resource name in the list to see options to dispatch them
or view them on the map.
• Quickly spot emergency services in the Gantt by looking for the lightning icon:
• Click to display the traffic layer, if available.
• Click to zoom in on the emergency service location.
Changing the Service Appointment Status Manually
You can change a service appointment’s status manually.
EDITIONS
The Service Appointment status can be changed either automatically (that is, status becomes ‘None’
by the unscheduled Gantt action, status becomes Dispatched by the Auto dispatch background
job etc.) or manually by the dispatcher or the field resource. This section explains manual status
changes done by a dispatcher. Automatic status changes are described under Automatic Service
Status Change.
You can manually change the Service Appointment status from several places:
• Service Appointment on the Gantt Chart – Right click, and change the status
• Change status Chatter quick action
• Service Appointment detail page or lightbox
35
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Scheduling Policy Picker
Changing an Appointment Status from the Gantt Chart
You can use the Gantt chart to change a service appointment’s status.
1. On the Gantt, select the appointment(s) whose status you want to change. You can select more
than one service by holding CTRL / CMD while clicking on service appointments.
2. Right-click on the selection to display the Gantt actions.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Changing an Appointment Status in Chatter
You can go to the Chatter feed to change a service appointment’s status.
1. Open a service appointment record whose status you want to change, either in a Salesforce
record detail view or in a Gantt lightbox.
2. In the Chatter feed, select the ‘Change Status’ Chatter quick action.
3. Select the desired status. Only status values that obey the status flow configuration are shown.
A notification appears that the status was updated successfully.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
36
Field Service Lightning Managed Package
Scheduling Policy Picker
Changing an Appointment Status on Service Appointment Detail Page
You can go to a service appointment detail page to change an appointment’s status.
1. Open the service appointment record whose status you want to change, either in a Salesforce
record detail view or in a Gantt lightbox.
2. Double-click the Status field to select a new value.
Note: The dropdown list will show all statuses in the system, but the status change will
work only according to the configured Service Appointment Lifecycle status transitions.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Automatic Appointment Status Change
The Service Appointment status can be changed automatically or manually by the dispatcher or
the field resource.
EDITIONS
Automatic status changes are triggered by the following:
Available in: Salesforce
Classic and Lightning
Experience
• Automatic Status change - Auto dispatch background job: This job enables automatic
dispatching of assigned appointments. It changes the status of the chosen appointments
(according to the job configuration) from Scheduled to Dispatched.
• Automatic Status change – System trigger:
Unschedule the Service Appointment when its status is changed to Canceled or New:
When a service is Canceled or its status is changed to None, the service will be automatically
unscheduled and removed from the Gantt.
The above trigger can be activated or deactivated, according to the business needs.
37
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Scheduling Policy Picker
Scheduling Policies
Field Service Lightning includes scheduling policies.
EDITIONS
A scheduling policy is a set of rules and objectives that are used in a scheduling operation. Typically,
the scheduling policy is used when requesting an appointment and on various Gantt operations
such as Schedule, Candidates etc.
The following scheduling policies are included in Field Service Lightning:
• Customer First: This policy balances objectives such as great customer service with travel
minimization. Appointments are graded first by the customer’s selection of a preferred employee
and by the ability to provide the service as soon as possible. Travel minimization is considered
as a second priority.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• High Intensity: This policy is typically used in times of high service volumes, in emergencies like a storm scenario, where the business
focuses on employee productivity first and customer preferences are considered as a second priority.
• Soft Boundaries: This policy is identical to the Customer First policy, but allows the sharing of employees between different territories
in order to enhance service coverage.
• Emergency: This is the default policy for the Emergency Dispatch quick action, which lets you quickly dispatch a resource to the
emergency site with as few constraints as possible.
You can create additional scheduling policies to reflect your business needs. The dispatcher can select different scheduling policies while
using the Gantt scheduling operations. The list of scheduling policies is located above the appointments list on the Dispatcher Console.
Checking Rule Violations
Rule violations occur when Field Service Lightning recognizes that an appointment schedule doesn’t
adhere to predefined scheduling rules. Examples of rule violations include travel time conflicts, and
appointments that are not scheduled between their Earliest Start Permitted and Due Date.
Rule violations will not occur when using the Automatic Scheduling (such as Schedule action or
Candidates action). The system will automatically choose schedules that do not violate any rules.
The Rule Violation list is displayed on your screen, listing the rules that have been violated.
If rule violations are incurred, a service appointment is marked with a yellow triangle. Hovering over
the service appointment space shows the details and the list of the rules that have been violated,
as shown below:
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
The set of rules taken into consideration on the Dispatcher Console is taken from the configured scheduling policy (located above the
service list):
Unscheduling Service Appointments
In Field Service Lightning there are different ways to schedule service appointments.
EDITIONS
You can unschedule service appointments from several places:
• Dispatcher Console – Service Appointment list mass Actions menu
• Service Appointment on the Gantt – Right click, then select Unschedule
• Changing service appointment status to None
Unscheduling an Appointment with Mass Actions
By using the unschedule option from the Service Appointment List Mass Actions menu, you
can unschedule one or more service appointments at the same time.
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Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Scheduling Policy Picker
Unscheduling an Appointment from the Gantt Chart
While you’re viewing a Gantt chart, you can unschedule service appointments.
Unscheduling an Appointment by Changing the Status to None
Changing a service appointment status to None automatically unschedules it and removes it from the Gantt. You can change the
status to None by simply editing the status field.
Unscheduling an Appointment with Mass Actions
By using the unschedule option from the Service Appointment List Mass Actions menu, you can
unschedule one or more service appointments at the same time.
EDITIONS
To unschedule an appointment with mass actions:
Available in: Salesforce
Classic and Lightning
Experience
1. In the Service Appointment list, select the appointments(s) you want to unschedule.
2. On the list mass schedule menu, click Unschedule. The progress bar will appear on the bottom
right.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
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Field Service Lightning Managed Package
Managing Service Resources
Unscheduling an Appointment from the Gantt Chart
While you’re viewing a Gantt chart, you can unschedule service appointments.
1. On the Gantt chart, select the service appointment(s) you want to unschedule. You can select
more than one appointment by holding CTRL / CMD while clicking appointments.
2. Right-click on the selection to display the Gantt actions.
3. Click Unschedule.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Field Service
Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
Unscheduling an Appointment by Changing the Status to None
Changing a service appointment status to None automatically unschedules it and removes it from
the Gantt. You can change the status to None by simply editing the status field.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Managing Service Resources
Resources represent technicians that are assigned to complete a service appointment.
EDITIONS
[Add conrefs]
Creating and Deleting Service Resources
You can create and delete resources in Field Service Lightning.
Viewing a Service Resource’s Calendar
Resource detail pages include a customizable calendar that shows the resource’s scheduled
services and absences. This makes it easier for dispatchers to get a snapshot of a resource’s
availability, and helps resources keep track of their schedule.
40
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Field Service Lightning Managed Package
Managing Service Resources
Assign a Resource Skill for a Given Time Period
Often, technicians earn certifications that must be renewed periodically to ensure that their skills remain up-to-date. You can specify
a time period for a resource’s skill to make it easier to track active certifications and skill levels.
Creating and Deleting Service Resources
You can create and delete resources in Field Service Lightning.
EDITIONS
• To create a resource, go to the Service Resources tab and click New. Update the necessary
details and save your changes.
• To delete a resource, open the resource and click Delete.
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Viewing a Service Resource’s Calendar
Resource detail pages include a customizable calendar that shows the resource’s scheduled services
and absences. This makes it easier for dispatchers to get a snapshot of a resource’s availability, and
helps resources keep track of their schedule.
Follow these steps to control which information appears in the calendar:
1. Manage which fields appear in calendar entries for Service Appointments:
a. From Setup, enter Appointment in the Quick Find box, then click Field Sets under Service
Appointments.
b. You can customize two field sets:
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
• Service Appointment Resource Calendar Display: Controls what information appears on
the calendar entry.
USER PERMISSIONS
• Services Appointment Resource Calendar Tooltip: Controls what information appears in
a tooltip when you hover over the calendar entry.
To enable Field Service
Lightning managed
package:
• Customize Application
2. Manage which fields appear in calendar entries for Resource Absences:
a. From Setup, enter Absence in the Quick Find box, then click Field Sets under Resource
Absence.
b. You can customize two field sets:
• Resource absence Resource Calendar: Controls what information appears on the calendar
entry.
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets
• Absence Resource Calendar Tooltip: Controls what information appears in a tool tip when
you hover over the calendar entry.
3. Use the Absence Color field to change the Resource Absence color displayed on the Gantt chart.
Sometimes you want to represent different absences with different colors. For instance you might want to color a car break with
Red and internal meeting with green. You can populate the gantt color field on the resource absence object with a 6 digit Hex code
(in the format of #xxxxxx) and the absence block on the Gantt chart is colored in accordance.
Tip: Use the Process Builder to automate coloring of resource absence.
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Field Service Lightning Managed Package
Managing Service Resources
When you navigate to the Service Resources tab and click a resource name, you can now see their calendar. Clicking a field on a calendar
entry opens the corresponding record in a new tab.
Note: If you don’t see the calendar on resource pages, add the VF079_ResourceCalendar Visualforce component to the resource
page layout.
Assign a Resource Skill for a Given Time Period
Often, technicians earn certifications that must be renewed periodically to ensure that their skills
remain up-to-date. You can specify a time period for a resource’s skill to make it easier to track active
certifications and skill levels.
For example, suppose a networking technician passed the networking certification exam, which
grants him Level 2 router repair skills for one year. To reflect this time period on the resource record:
1. Navigate to the resource record.
2. Select the skill that the resource has gained. The Level and Phase fields appear next to the skill.
3. Under Phase, click Add. The skill phase options appear to the right.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
4. Enter a start and finish date. If you don’t specify a start date, the skill is considered valid since
the beginning of time. If you don’t specify an end date, the skill phase never expires.
USER PERMISSIONS
5. Enter a skill level.
To enable Field Service
Lightning managed
package:
• Customize Application
6. Click Save.
7. If desired, add additional skill phases by clicking Add Phase.
Note: Users can define several skill phases for each resource, and skill phases can be assigned
to different skill levels. For best results, keep all skill levels between 1 and 10, and don’t create
more than 50 time phases per skill.
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To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets