Salesforce Field Service : A Beginner’s Guide to Creating, Managing, and Automating Field Service

Salesforce Field Service (formerly Field Service Lightning) connects customers, workforce, and products on a single platform to deliver exceptional on-site services. This book guides Field Service enthusiasts in creating, managing, and automating support with use cases and real-time examples. You’ll start by learning concepts of Field Service and how Salesforce can help you build a Customer Relationship Management (CRM) for your customers, internal users, and field technicians. As you advance, you’ll learn the whole end-to-end life cycle of creating work orders, associating service appointments to work orders, dispatching service appointments to field technicians, and completing the work orders. By the end of this book, you’ll be able to implement Salesforce Field Service using both Desktop and Mobile apps. Full of tips and tricks, it also includes tips and tricks to crack the Salesforce Field Service Certification. What you’ll learn · Basics of Field Service and Field Service Life Cycle · Field Service Personas, Objects and Data Model · Common Field Service Terminology · How Salesforce can help build Field Service and understand Salesforce Licenses · How to install Field Service Managed App Exchange Package · How to use Field Service Guided Setup · How to configure Field Service Mobile App · How Field Technicians use Mobile App Who This Book Is for This book is for Salesforce admins, developers, and consultants who are looking to learn and implement Salesforce Field Service. A basic understanding of Salesforce is assumed. Coding or programming experience is not required. Table of Contents 5 About the Author 10 About the Technical Reviewers 11 Chapter 1: Introducing Salesforce Field Service 12 Field Service Players 13 Field Service Life Cycle 15 Field Service Challenges 17 Why Salesforce Field Service? 19 Salesforce Field Service Use Cases 21 Use Case: Automotive 22 Use Case: Real Estate 22 Use Case: Healthcare and Life Sciences 23 Use Case: Food and Beverages 23 Components of Salesforce Field Service 24 Relationship Between Salesforce Service Cloud and Field Service 28 Enabling Salesforce Field Service 30 Summary 31 Chapter 2: Salesforce Field Service Objects and Data Model 33 What Work Is to Be Performed 35 Who Performs the Work 37 Where the Work Is Performed 38 When the Work Is Performed 38 With What 39 For Whom 40 Summary 40 Chapter 3: Step-by-Step Field Service Implementation 42 Field Service Business Use Case 43 Enable Field Service 44 Install the Field Service Managed Package 47 Manage Field Service Permissions Set Licenses 49 Assign Page Layouts 54 Check for Data Integration Rules 55 Using the Guided Setup 56 Setting Up Service Territories and Operating Hours 58 Setting Up Work Types and Skills 61 Setting Up Service Resources 62 Setting Up Dispatchers and Agents 65 Customizing Appointment Booking 66 Customizing Scheduling Policies 67 Creating Work Orders 68 Summary 72 Chapter 4: Scheduling and Optimization 74 What Is Schedule Optimization? 75 How Does the Optimization Engine Work? 75 Scheduling Policies 77 Work Rules 79 Service Objectives 85 Adding Work Rules and Service Objectives to the Scheduling Policy 88 Schedule Optimization Key Pointers 90 Optimization Options 91 Set Up Optimization 91 Create the Field Service Optimization Profile and User 91 Authorize the Field Service Optimization User 92 Activate Optimization 93 Monitor Optimization Requests 94 Relevance Groups 94 Service Appointment Time Attributes and Life Cycle 96 Using Scheduling Actions 101 Summary 104 Chapter 5: Managing Field Service Capabilities 106 Managing Service Resources 106 Logging Timesheets 107 Creating Service Crews 116 Creating Resource Absences 122 Preventive Maintenance 126 Maintenance Plans 126 Maintenance Plan Work Rules 129 Calendar-Based Work Rule 131 Criteria-Based Maintenance Work Rule 133 Usage-Based Maintenance Work Rule 134 Maintenance Assets 136 Generating Work Orders for Maintenance Plans 139 Managing Service Reports 141 Service Report Template 144 Using the Dispatcher Console 147 Gantt 153 Rule Violations on the Gantt 156 Map 157 Summary 159 Chapter 6: Inventory Management 161 Inventory Management Use Case 161 Inventory Management Objects and Data Model 162 Configuring Inventory 164 Setting Up Inventory Locations 164 Setting Up Product Items 168 Setting Up Required Products 172 Requesting Products 174 Transfer Inventory 177 Tracking Inventory Consumption 184 Tracking Return Orders 187 Summary 191 Chapter 7: Extending Field Service to Mobile Devices 193 Field Service Mobile App Features 194 Setting Up the Field Service Mobile App 196 Minimum Requirements of the Field Service Mobile App 196 Installing the Field Service Connected App 196 Giving Users Access to the Field Service Mobile App 198 Assigning Service Record Access 199 Installing the Field Service Mobile App 200 Customizing the Field Service Mobile App by User Profile 203 Branding the Field Service Mobile App 205 Tracking Service Resource Geolocation 206 Excluding Specific Service Resources from Geolocation Tracking 209 Offline Priming in the Field Service Mobile App 210 Push Notifications for the Field Service Mobile App 211 Setting Up Automatic Status Changes 214 Creating Global Actions 216 Creating Quick Actions 218 Building Flows for the Field Service Mobile App 220 Creating App Extensions for the Field Service Mobile App 223 Order of Actions 225 Using the App 226 Logging In to the Field Service Mobile App 226 Touring the App 227 Creating a Service Report 233 Managing the Inventory in the Field Service Mobile App 238 Adding Resource Absences 241 Adding Timesheets 243 Understanding the Differences Between the Salesforce Mobile App and Field Service Mobile App 246 Summary 247 Chapter 8: Field Service Deployment, Testing, and Analytics 250 Deployment Phases 251 Pre-deployment Planning 251 Pre-deployment Documentation 251 Allocate Resources 252 Identify Potential Issues and Risks 252 Budget Planning 252 Rollout Communication Planning 253 Implementation and Testing 253 Testing and Quality Assurance 255 Field Service Health Check 256 Post-deployment Support 259 Best Practices 261 Key Performance Metrics 261 Reports and Dashboards Analytics 263 Future Trends for Salesforce Field Service 265 Summary 266 Index 267 df-Capture.PNG 1 Salesforce Field Service (formerly Field Service Lightning) connects customers, workforce, and products on a single platform to deliver exceptional on-site services. This book guides Field Service enthusiasts in creating, managing, and automating support with use cases and real-time examples.You will learn Salesforce Field Service which will help you better manage your customers, internal users, and field technicians. As you advance, you'll learn the whole end-to-end life cycle of creating work orders, associating service appointments to work orders, scheduling and dispatching service appointments to field technicians, and completing the work orders.By the end of this book, you'll be able to implement, test and deploy Salesforce Field Service for both Desktop and Mobile apps.What you'll learn· Basics of Field Service· Field Service objects and data model· Field Service schedulingand optimization· Configuring Salesforce Field Service· Managing Salesforce Field Service capabilities· Configuring and using the Field Service Mobile App· Deploying and testing Salesforce Field Service· Salesforce Field Service KPIs and ReportingWho This Book Is forThis book is for Salesforce admins, developers, and consultants who are looking to learn and implement Salesforce Field Service. A basic understanding of Salesforce is assumed. Coding or programming experience is not required.