Support Field Service

Field Service
Salesforce, Summer ’23
@salesforcedocs
Last updated: July 20, 2023
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CONTENTS
Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Limits and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Key Concepts and Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Set Up Field Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Manage Work Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Manage Field Service Shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Manage Service Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Manage Service Crew Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Manage Field Service Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Manage Service Appointment Bundling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Manage Your Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Record Product Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Manage Product Service Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Track Availability and Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Manage Service Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Manage Asset Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
Manage Outcome-Based Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Optimize Your Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Work in the Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Field Service Object Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Set Up Appointment Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Field Service Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607
FIELD SERVICE
Field Service (formerly known as Field Service Lightning) gives you a powerful, highly customizable,
EDITIONS
mobile-friendly field service hub in Salesforce.
Running a field service business means managing numerous moving parts. With Field Service, you Available in: both Salesforce
get the tools that you need to manage work orders, scheduling, and your mobile workforce. Here Classic (not available in all
are some of the things you can do. orgs) and Lightning
Experience
• Create records that represent your field service workers, dispatchers, and agents, and add details
about their skills, location, and availability The Field Service core
• Set up multilevel service territories that represent the regions where mobile workers can provide features, managed
services package, and mobile app
are available in Enterprise,
• Track the location and status of your inventory, warehouses, service vehicles, and customer Unlimited, and Developer
sites Editions.
• Schedule one-time or recurring work orders for customers, and add details about worker
preferences, required skills, and parts
• Create maintenance plans and templates to standardize your field service tasks
• Generate service reports to keep customers informed about service progress
What’s Included in Field Service

Core Features
When Field Service is enabled, you gain access to a suite of standard objects that you can find in Setup and as tabs in Salesforce.
These objects make up the core Field Service features, including work orders and service appointments.
Managed Package
The Field Service managed package builds on the core features and includes:
• A Guided Setup tool that walks you through creating Field Service records and customizing your settings
• A dynamic scheduling console that gives dispatchers and supervisors a bird’s-eye view of all team members and scheduled
appointments
• A scheduling optimizer that allocates resources to appointments in the most efficient way possible by accounting for worker
skill level, travel time, location, and other factors
• Scheduling policies and triggers that help you customize your scheduling model and display preferences
Mobile App
The offline-friendly Field Service mobile app for iOS and Android makes work a pleasure for your mobile workers. App users can
update work orders, track parts, gather customer signatures, and connect with dispatchers from their mobile devices. Download
the app from the App Store or Google Play.
Field Service APIs and Developer Resources
Ready to get started developing with Field Service? Check out the Field Service Developer Guide for object relationship diagrams,
API reference information, and code samples.
1
Field Service
Welcome to the Field Service Learning Map

The Field Service learning map is a centralized, useful resource to guide you on the road to Field Service success. Visit the Field Service
learning map (English only).
Whether you’re just starting with Field Service or you’re an experienced admin looking to add the latest features, you can find curated
links to documentation, blogs, Trailhead modules, and other resources.
The map directs you to resources for five key steps in the Field Service journey.
When do I use the learning map and success center?
• Discover Field Service and learn how it can help you.
• Build Field Service with steps that consider setup dependencies.
• Customize Field Service to meet the needs of your team.
• Optimize your schedule to save time and money.
• Monitor and troubleshoot Field Service issues.
The learning map groups resources a bit differently than the Success Center for Field Service. By giving you a sequential series of steps
to implement Field Service, the learning map helps you avoid setup snags and issues. After you get to know your way around Field
Service, use the success center to access key topics and information. Both the learning map and success center feature links to other
deep-dive resources such as Salesforce community groups and events.
2
Field Service
Note: For usage restrictions that apply to this product, see this document.
Field Service Limits and Limitations

Learn about Field Service limits and limitations.
Field Service Key Concepts and Glossary
List of terms used in Field Service.
Set Up Field Service
Build and manage Field Service. Set up your workforce, work order tracking and inventory management, and customize the Field
Service mobile app to meet your business needs.
Manage Field Service Work Orders
Work orders, which track work to be performed for customers, are the heart of Field Service. Learn how to create and customize
work orders and maintenance plans.
Manage Field Service Shifts
Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff.
Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the managed
package is installed, scheduling and optimization consider workforce availability during shifts.
Manage Field Service Resources
Service resources are mobile workers that can be assigned to service appointments. Learn how to create time sheets and view a
service resource’s travel routes and calendar.
Manage Field Service Crew Membership
Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members
with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one
place.
Manage Field Service Appointments
Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule
gaps.
Manage Service Appointment Bundling in the Field Service Dispatcher Console
Service appointment bundling lets you collect multiple service appointments and define them as a single entity, called a bundle.
Your admin can set up automatic bundling. You can also manage bundles manually according to the instructions in this section.
Manage Your Field Service Inventory
Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track
consumption, and process customer returns.
Record Product Warranties in Field Service
Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you provide to rectify issues with
products you sell or install.
Manage Product Service Campaigns in Field Service
Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life communication, or similar
product update.
Track Availability and Reliability in Field Service
Obtain availability and reliability statistics for assets.
3
Field Service Field Service Limits and Limitations
Manage Field Service Reports

Create reports for work orders, work order line items, or service appointments and email them directly to tcustomers. Use standard
templates, or create variations of your own.
Manage Field Service Asset Attributes
By defining and monitoring Field Service asset attributes that represent asset health and performance, you can improve asset
management and help mobile workers efficiently repair and maintain assets. After defining asset attributes, you can define threshold
monitoring based on recordset filter criteria and track threshold compliance for multiple asset attributes.
Manage Outcome-Based Field Service Contracts
Provide high-quality service with outcome-based contracts.
Optimize Your Field Service Schedule
Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel
time, overtime, costs, and no-shows.
Work in the Field Service Dispatcher Console
The Field Service dispatcher console is the main working space for dispatchers. It features a dynamic map and a highly customizable
Gantt chart showing upcoming appointments, active team members, and more.
Field Service Object Fields
Learn about the fields available on Field Service standard objects.
Set Up Field Service Appointment Assistant
Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment
your mobile worker arrives.

Learn about Field Service limits and limitations.
EDITIONS
Important: Where possible, we changed noninclusive terms to align with our company
value of Equality. We maintained certain terms to avoid any effect on customer Available in: both Salesforce
implementations. Classic (not available in all
orgs) and Lightning
To review Field Service mobile app limitations, see Field Service Mobile App Considerations. Experience
The Field Service core

General Limits features, managed
package, and mobile app
Limit Details
Unlimited, and Developer
Maximum number of service resources per user 1 Editions.
Maximum number of service territories in a 10,000

service territory hierarchy
Maximum number of work orders in a work 10,000

order hierarchy
Maximum number of work order line items in 10,000

a work order line item hierarchy
Maximum number of maintenance work rules 25,000

per maintenance plan
4
Limit Details
Maximum number of work orders that can be generated 2,600
simultaneously per maintenance plan Field service can create a combined total of up to 2,600 work order
records each time it generates details for a maintenance plan.
There’s no hard limit on the number of maintenance assets that
you can attach to a maintenance plan. But the limit on the number
of work orders records that can be created means that the practical
limit is 2,600 maintenance assets per maintenance plan. When
maintenance assets have multiple maintenance rules—either
applied directly or inherited from the maintenance plan—the
practical number of maintenance assets is lower.
Each maintenance work rule can generate work order and work
order line item records.
For example:
• If every maintenance asset for a maintenance plan contains
two maintenance work rules, the practical limit on maintenance
assets is less than 1,300.
• If a maintenance plan has four maintenance work rules, the
practical limit on maintenance assets is less than 650.
Also, a maintenance plan with a maintenance work rule using
COUNT is limited to 2,000 maintenance assets.
Salesforce recommends that you add no more than 5 maintenance
work rules to each maintenance plan or asset.
Note: Tip To decrease the number of work orders

generated, increase the Frequency value, decrease the
Generation Timeframe value, or decrease the number of
assets related to the maintenance plan.
Maximum number of days that can be specified in the Generation 365

Horizon on a maintenance plan
Maximum number of years that can be specified in the Generation 20

Timeframe on a maintenance plan On Maintenance Plan, see the Generation Timeframe field and
Generation Timeframe Type field (days/week/month/year). The
Generation Timeframe can’t be more than 20 years.
Maximum number of locations in a location hierarchy 10,000
Maximum number of signature blocks on a service report template 20
Maximum number of values in the Signature Type picklist on digital 1,000

signatures
Maximum number of child assets per asset 2,000
Maximum number of levels in an asset hierarchy 50
5
Limit Details
Maximum number of assets in an asset hierarchy 10,000
Maximum size of asset hierarchies that can be viewed in the tree 500
grid view
Maximum number of appointments that can be scheduled at once 50

with the Group Nearby Appointments action
Maximum runtime in seconds for the Group Nearby Appointments 60

action
Maximum number of coordinates in a map polygon 3,200
(Recommended) Maximum number of polygons in an org 30,000

Exceeding this limit can cause dispatcher console performance
issues. To avoid such issues, set the sharing of the Map Polygon
object to Private, and use sharing so dispatchers only see polygons
that are relevant to them.
Maximum number of report markers on the Gantt map 500
Maximum number of rows on the Gantt 500
Maximum number of service appointments in the appointment 3,000

list
Maximum number of service appointment sharing records that 50,000

can be processed when updating service appointment statuses in
bulk
Maximum number of skills displayed in the Gantt Skills filter panel 2,000
Maximum number of skills considered per service resource during 50

a Gantt skill filter operation When the Gantt’s resource skill filter runs, only 50 skills are
considered for each service resource. This means that service
resources with more than 50 skills may not appear when you filter
for a skill that they possess. This limit applies only to the Gantt
resource skill filter; the Candidates action finds all resources with
the skills you need.
Maximum number of operating hours records displayed in the 2,000

Default Operating Hours lookup field on the Global Actions >
Appointment Booking settings page
Maximum number of service appointments displayed in the 1,000

Long-Term view in the Gantt
Maximum number of resource absences displayed in the 200

Long-Term view in the Gantt
Maximum number of active scheduling recipes per category 75
Maximum number of active scheduling recipes per org 1,000
6
Limit Details
Maximum number of service territories that can be viewed without 2,000
searching
Minimum screen resolution for a smooth dispatcher console 1366 x 768 pixels (minimum)
experience 1920 x 1080 pixels (recommended)
Schedule Optimization Request Limits

Limit Details
Maximum optimization requests per hour per org 3,600
Maximum service appointments optimized per rolling 24 hours 50,000

With enhanced scheduling and optimization, the limit is the greater
of 50,000 or 200 per Field Service Scheduling license.
Maximum service appointments optimized per request 5,000
Maximum service territories optimized in a request 100
Maximum service resources optimized per request 500
Maximum days optimized per request 21
Maximum number of objects passed to the optimization service 45,000

in 1 request (for example, service appointments + related objects
such as skill requirements and assigned resources)
Maximum number of objects returned synchronously for In-day 1,000

optimization (more objects are returned asynchronously)
Note: For usage restrictions that apply to this product, see this document.
Limitations
Dispatcher Console
• Service appointments without assigned resources appear on the appointment list but not on the Gantt.
• Territory utilization calculation doesn’t consider secondary territory members.
• If both primary and secondary territories are selected, the service resource is shown in the secondary territory only if it has same
time zone as the primary territory. If the secondary territory has a different time zone, it’s shown only in the primary territory. If
only a secondary territory is selected, the resource is shown under the secondary territory regardless of the time zone.
• The dispatcher console map can look different than the map shown on service territory member detail pages because of a
difference in geocoding granularity. The dispatcher console map tends to be more accurate.
• Because Google Maps is restricted in China, Field Service features that depend on Google Maps don’t work there. To minimize
errors and customize access for users in China, see Disable Google Maps-based Field Service features for China users.
7
• If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments, and
absences), the resource map shows only the first 23 stops on the route and displays an error. This is a Directions API limitation.
Inventory Management
• Workers using the Field Service mobile app can consume—via the Products Consumed related list—only one serialized product
item per product per work order. This limitation doesn’t apply to nonmobile platforms.
• The Location field on serialized product items can’t be updated manually. The location auto-updates if a related product transfer
is marked received. To enable serialized product transfers (a beta feature), contact Salesforce.
Linked Articles
Linked articles are knowledge articles attached to a work order, work order line item, or work type. They have the following limitations.
• Quick actions and global actions aren’t supported for linked articles.
• The Article widget and Feed Articles Tool aren’t available in the feed view.
• In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce
mobile app, linked articles can’t be accessed from feed items.
• The Linked Work Types related list isn’t available on articles in any platform.
• The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console,
use the Articles related list.
• Linked articles are read-only in the Salesforce mobile app.
Multiday Scheduling
With multiday scheduling, you schedule service appointments that span multiple days. It includes the following limitations.
• A service resource can’t be assigned to any other appointment during a multiday service appointment.
• Multiday service appointments that overlap with other appointments don’t trigger the Fix Overlaps action.
• Multiday service appointments can’t be assigned to capacity-based service resources.
• Multiday service appointments can’t span more than 8 weeks.
• If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment
is scheduled. For this reason, we recommend against creating dependencies between multiday appointments.
Operating Hours
• You can’t create a master-detail relationship between a custom object and Time Slot where Time Slot is the master object.
• Operating hours can't span a full 24 hours. Instead, use the operating hours 00:00–23:58.
• Operating hours for secondary service territory memberships must be identical to or contained within the resource’s primary
territory membership’s hours.
• Multiple time slots aren't supported for secondary STM operating hours.
Salesforce App
Most Field Service features are available in all versions of the Salesforce mobile app. Be aware of these mobile app limitations.
• In Salesforce for iOS:
– You can’t create service appointments, and the Recent related list isn’t available.
– You can’t create service resources or absences, and the Recent related list isn't available on service resources or absences.
• On field service records created via a related list, the field that lists the parent record doesn’t populate until you save the record.
This issue applies to all versions of the Salesforce mobile app. For example, when you create a service appointment from the
Service Appointments related list on a work order, the Parent Record field is blank until you tap Save. After you create the record,
the parent record field lists the parent work order.
8
• If the Created Date or Last Modified Date fields are in the future, creating or updating records can cause an error when working
offline with the offline sync permission disabled.
• The dispatcher console—a Field Service managed package feature—isn’t available in the Salesforce mobile app.
• The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available.
• Linked articles are read-only. You can search the Knowledge base and read attached articles, but you can’t attach or detach
articles. To manage linked article settings and attach or detach articles, use the desktop site.
• Linked articles can’t be accessed from feed items.
Salesforce on iPad Safari
• Creating service reports from work orders or service appointments isn't supported on Lightning Experience on iPad Safari.
• The dispatcher console isn’t supported on iPad Safari. We recommend that you use Lightning Experience on a desktop to use
the dispatcher console.
Scheduling and Optimization
• A scheduling policy can contain up to five Match Boolean work rules.
• The Gantt and Appointment Booking features can retrieve up to 2,000 scheduling policies.
• Match Fields work rules aren’t supported for schedule optimization.
• The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service
appointments with a scheduling dependency.
• Schedule optimization is supported only for service appointments whose parent record is a work order or work order line item.
• Scheduling and optimization is supported only for service territories with at least one primary service territory member.
• Optimization requests that include a service resource's secondary territory memberships must also include the corresponding
primary territory membership.
• Only active territories included in the scheduled optimization job are optimized.
• If a service appointment or resource absence doesn’t include an address, the scheduling optimizer assumes that the appointment
is at the assigned resource’s home base. This could cause the optimizer to delete the Travel From value, if it exists, from the
previous service appointment or resource absence with an address. To avoid this, add the resource’s home base address (the
Service Territory Member address or, if there isn't a specified address, then the Service Territory address) to the locationless
service appointment or resource absence.
• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End -Scheduled Start
time = Duration, while taking resource efficiency into consideration. Service appointments that violate this are unscheduled.
• If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment
is scheduled. For this reason, we recommend against creating dependencies between multiday appointments.
• If you drag a multiday service appointment, or manually change its Scheduled Start, the Scheduled End doesn’t go beyond the
due date regardless of the appointment Duration.
• Resource schedule optimization has the following limitations and considerations.
– Under Keep these appointments scheduled, you can select a category of appointments that must remain scheduled.
The optimization can move and then reschedule appointments in this category. If the optimization must keep more than
50 appointments scheduled, it fails.
– Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule
optimization. For example, a partial chain of a scheduling dependency is excluded.
– Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval.
– The Gantt doesn’t show percentage-based progress for resource schedule optimization requests.
– Shifts assigned to secondary territories aren't considered during resource schedule optimization. Instead, use only shifts
without territories or use time slots. This limitation doesn't apply to enhanced scheduling and optimization.
9
• If the Fix Overlaps feature is in use, the Reshuffle other assignments option is only partially supported for this setting: When
unable to find a valid schedule for an appointment. If more than one appointment is dropped from the schedule during a
Fix Overlaps operation, only one of the appointments is reshuffled.
• You can use platform encryption with standard Salesforce objects and fields. With the managed package, if you encrypt custom
objects and fields, scheduling and optimization can sometimes yield unexpected results.
Service Appointments
• The Owner and Parent Record fields on service appointments aren't available in custom report types. They also can’t be referenced
in formulas, validation rules, workflow rules, flows, or processes. To limit the available owners or types of service appointment
parent records, use an Apex trigger.
• Service appointment fields whose values are inherited from the parent record can’t be referenced in formulas, validation rules,
workflow rules, flows, or processes. The standard inherited fields are Work Type, Account, Parent Record Type, and Parent Record
Status Category.
• Using seconds or milliseconds in the service appointment Scheduled Start and Scheduled End fields isn't supported. For example,
if Scheduled Start is set to 8:00:00 AM and Scheduled End is set to 8:00:45 AM, the optimization engine can unschedule the
service appointment because the start and end time is considered the same (8:00 AM). Using seconds or milliseconds in the
following service appointment fields also isn't supported:
– Due Date
– Earliest Start Permitted
– Arrival Window Start
– Arrival Window End
– Any DateTime field used in work rules of type Field Service - Match Time Rule in your scheduling policy, including custom
fields.
Using seconds or milliseconds in the Start and End DateTime field of the following objects isn't supported:
– Resource Absence
– Time Slot
– Shift
– Service Resource Skill
– Service Territory Member
– Custom objects used in Enhanced Match Rules
Service Reports
• Service reports can’t be created on service appointments whose parent records are assets, accounts, leads, or opportunities.
• The Create Service Report action isn’t available in the Salesforce mobile app.
• Section titles and rich text fields in service reports can’t be translated.
• Digital signature field labels can’t be customized.
• Related list filtering on service reports has the following limitations:
– The Status field on contract line items isn’t available for filtering.
– The Filters tab isn’t available in Internet Explorer 8.
• Service Report Template lookup isn’t supported in Visualforce pages. To include Service Report Lookup in a Visualforce page for
the edit of a Work Order, create a Custom lookup.
10
Field Service Field Service Key Concepts and Glossary
Service Resources
• If you deactivate a service resource, make sure to update records that were associated with that resource. For example, if a
deactivated service resource was a required resource for an account, update that account to prevent scheduling issues.
Sharing
In Setup, Sharing Settings let you specify default internal and external access to Field Service records. For example, you can share
dispatched service appointments to external Experience Builder site users, such as a team of contractors. But if the Default Internal
Access is Private or Public Read Only, set the Default External Access to Private or Public Read Only also. If the internal setting is Public
Read Write, external resources can see dispatched appointments only when the external setting is Public Read Write and you enable
dispatch sharing to resources.
Street-Level Routing (SLR)
• If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used.
• Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each
day is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you would get on a night
slot with minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR
travel time for platform scheduling.
• Any scheduling action that is triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR
is enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If
DML occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error.
To avoid an exception, allow the system to use aerial routing or ensure that DML is completed in a separate transaction. If you
want transactions of this type to cause an exception rather than a switch to aerial routing, from the App Launcher, find and open
the Field Service Admin app, and then click Field Service Settings > Scheduling. Select Avoid aerial calculation upon
callout DML exception.
Field Service Key Concepts and Glossary

List of terms used in Field Service.
EDITIONS
Available in: both Salesforce

Key Concepts Classic (not available in all
Agent orgs) and Lightning
An agent handles inbound calls, creates work orders, and books appointments from the service Experience
console. An agent must have the Field Service Agent permissions set. The Field Service core
Appointment Booking features, managed
When a service appointment requires a specific execution time for a customer-facing service, package, and mobile app
you can assign an arrival window using appointment booking. The arrival window assures that are available in Enterprise,
the service appointment starts within the defined time range. Customers can book their own Unlimited, and Developer
appointment, and set the arrival window from available time slots, using the appointment Editions.
assistance feature.
Asset
An asset is an item of commercial value that a customer has purchased and installed. An asset can have a warranty or entitlement
for a service according to a service contract. The Asset object enables tracking relevant performance indicators, such as asset downtime.
An asset can be serviced according to a maintenance plan or on an as-needed basis. When an asset requires service according to a
maintenance plan, a work order is generated automatically.
11
Dispatcher
A dispatcher uses the Dispatcher console to monitor the execution of service appointments assigned to specific groups of resources
by territories and handles exceptions using the Field Service tools. A dispatcher must have the Field Service Dispatcher permissions
set and a Field Service Dispatcher license.
Mobile Worker (Service Resource)
A mobile worker (also called a service resource or technician) is a worker that executes assigned service appointment jobs according
to availability. A mobile worker can update job progress in the Field Service mobile app.
Resource Availability
Time intervals during which a resource can be scheduled, composed of operating hours, time slots, and shifts.
Scheduling is the process by which service appointments are assigned to mobile workers or crews. Manually constructing an efficient
field service schedule can be a complex, time-consuming operation. Field Service’s Scheduling and Optimization does the work for
you by generating an optimal schedule according to scheduling policies that define your organizational priorities and constraints.
Schedule optimization helps you comply with service-level agreements and minimize travel time, overtime, costs, and no-shows.
You can define the scope of optimization in different ways.
• Global optimization—Assesses time slots and mobile worker options to schedule upcoming appointments in the best order.
• In-Day Optimization—Optimizes the schedule for one or more territories on the day of service.
• Resource Schedule Optimization (RSO)—Optimizes a specific mobile worker’s day. Reshuffle—Moves existing appointments
to schedule a high-priority appointment.
Service Appointment
A service appointment provides the scheduling and assignment details of a field service visit—onsite or remote—to a customer. A
service appointment can be with or without an arrival window that is derived from a customer’s appointment time.
Service Territory
A service territory is the most basic grouping of service resources in Field Service. A grouping can be based on geographic regions,
such as cities, counties, and neighborhoods, or according to product lines or type of customer. You can assign service resources to
territories and create territory hierarchies, depending on how your business is structured.
Work Order
A work order is a request for field service work. It includes the work type and other relevant information for scheduling the service
appointment. A work order can include several work order line items representing different types of work that must be done or
various assets to be worked on.
Glossary Terms
The frequently used terms
Term Description
Absence A time period when the resource isn’t available for scheduling. An absence can have locations. You
sometimes need the resource absence location to schedule a service appointment before or after
an absence. Absences with a location can also have travel times associated with them. Also referred
to as Resource Absence.
Admin A user who manages Field Service features and sets up user permissions for your org. An admin
must have access to Field Service settings.
12
Term Description
Arrival window A time frame that limits the scheduled start time of a service appointment that was scheduled
using appointment booking. The scheduled start time must be between the start time and the end
time of the window.
Asset attributes Describes the state of an asset and can represent its health and performance. Asset attributes
provide a better understanding of the condition of assets and let mobile workers repair and maintain
those assets in the field more efficiently. An asset usually has multiple attributes.
Assigned resource A service resource who is assigned to a service appointment and has relevant information, such as
the travel time and distance.
Briefcase Builder This tool lets admins configure datasets of records that are required for mobile resources to interact
with the Field Service mobile app when they’re offline.
Capacity-based resource A resource representing one or more service resources with a bucket of working hours or service
appointments per period (for example, 100 working hours per week or four service appointments
a day). Scheduling service appointments to a capacity-based resource is as easy as scheduling to
a regular service resource.
Check rules A logic service that verifies whether a service appointment conforms to the scheduling rules. When
manually scheduling a service appointment, you can use this service to check whether the scheduling
violates a scheduling rule.
Complex work A composite service appointment, composed of interdependent service appointments, each of
which is performed separately. The appointment dependency defines the time relationship between
service appointments. For example, a service appointment can only be started after the completion
of another service appointment.
Crew A team of service resources scheduled to work together. Resources are allocated to a crew for a
specific time period. During an allocation, crew members can only be scheduled as part of a crew.
Day of service The actual execution day of the planned job.
Dispatcher console: Gantt A visual representation in the form of a Gantt chart of the service resources and their appointments
over time. The UI provides easy access to many service appointments and resource-related activities.
Dispatcher console: Map A view that displays a map of service appointments, resources’ home bases, and last known locations.
You can add other objects with locations.
Drip feed A method for dispatching service appointments, one by one, as the previous service appointments
are completed.
Duration The time that a service appointment takes to complete. Duration is used to optimize the schedule.
Enhanced Scheduling and The Enhanced Scheduling and Optimization engine is gradually replacing the optimization
Optimization functionality and associated manual and semiautomatic scheduling services. This engine provides
an architecture and services that are more efficient and improve scalability, performance, and
schedule quality. It includes innovative capabilities such as Travel Modes, Service Appointment
Sliding, Multiple Flexible Breaks, Scheduled Jobs, Holiday Management, Offsite Appointments, and
Optimization Hub. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and
Optimization enabled for all territories by default. Existing orgs can switch to use Enhanced
Scheduling and Optimization for all service territories or per territory.
13
Term Description
Entitlement The customer service level (for example, Basic, Premium, VIP) which dictates the response time.
Field Service mobile flow A flow that is supported in the Field Service mobile app, and uses Flow Builder and the Field Service
Mobile Flow type.
Field Service permission sets Allow users to access Field Service features by assigning them permission set licenses. Field Service
includes three permission set licenses related to the managed package and mobile app.
• Field Service Dispatcher—Provides access to the dispatcher console.
• Field Service Scheduling—Allows the user to be shown on the dispatcher console Gantt and
to be included in scheduling and optimization.
• Field Service Mobile—Provides access to the Field Service mobile app.
Field Service settings You can adjust your Field Service settings in two places.
• Setup—Where you initially enable Field Service and set up features.
• Tab—Used to control adjustments.
Flexible breaks Admins can set a break duration and a time window for when the break must occur relative to the
start of the mobile resource’s day.
Gantt chart See Dispatcher console: Gantt.
Get Candidates An action that suggests which service resources can be assigned to a service appointment and
when.
Grade A numerical score given to an assignment or an appointment slot according to the relative fulfillment
of a set of objectives.
Holiday management This feature lets admins account for business holiday closures. Admins can refine working hours
by updating operating hours so that service appointments aren’t scheduled on holidays.
Home base A location where a resource starts and ends work each day. You can temporarily change the home
base of a resource. You can define a home base at the Service Territory level or Service Territory
Member level, which overrides the Service Territory level.
Horizon or scheduling horizon • The date range for scheduling a service appointment.
• (Mobile) The time period for priming service appointments.
Inventory The available serialized or not serialized products in a fixed location, such as a warehouse, or a
mobile location that represents the service resource’s stock. Product transfers track the movement
of inventory from one location to another. The inventory numbers at storage locations are updated
automatically to reflect transfers.
Maintenance plan Defines how often maintenance visits occur according to a schedule or based on usage criteria.
For example, maintain the generator every 1,000 operating hours, start from 0 and stop at 100,000
hours. The Maintenance Plan automatically generates work orders for future visits.
Manual scheduling A process by which a dispatcher manually creates assignments. Manual scheduling enables manual
intervention in the scheduling process.
Map See Dispatcher console: Map.
14
Term Description
Mobile actions Quick actions, global actions, flows, and app extensions that help your team work more efficiently
from the field. Actions are displayed in a predefined order in the action launcher on record pages
in the app.
Mobile push notification A push notification in the mobile app that informs the mobile workforce of events, such as status
changes, approaching appointments, scheduling changes, or comments added. To create
customized notifications, install the connect app and use the Notification Builder Platform.
Multi-day work A service appointment that spans over multiple days. The maximum period is 8 weeks.
Notifications Center A UI display of notifications relevant to the dispatcher, such as scheduling results and other action
feedback information.
Operating hours The times when field service work can be performed by service resources (weekly recurring
availability per resource and per territory), customer accounts (visiting hours per customer), and
appointment booking. Operating hours consist of the time zone and time slots, which can be
broken down into arrival windows.
Optimization Hub This set of dashboards shows the impact and improvements of an optimization request, formatted
as standard KPIs. The optimization hub enables users to gain visibility across the scheduling of
service appointments within service territories.
Outcome-based contracts This feature lets service providers define KPIs for their customers to measure and track service
outcomes and assess the compliance of service contracts. For example, a contract is compliant if
an electric vehicle’s battery is strong as indicated by the charging speed of the battery. Tracking
the vehicle’s charging speed over a time indicates that its battery is strong and therefore, that the
contract is compliant.
Priming Loading of data (records and metadata) to a mobile device according to the scheduling horizon,
so that mobile workers can perform their job while offline.
Priority The importance or urgency of a service appointment, on a numeric scale. The default priority range
is the 1–10 scale, where 1 is the highest priority and 10 is the lowest. You can also choose to use a
scale of 1–100. Used by the optimization process to ensure that when there’s limited resource
availability, service appointments are scheduled according to importance.
Product item A part for services that can be requested, required, transferred, and consumed in field service work.
The Product Item object is used across clouds (Marketing, Sales, Industries, and Commerce).
Product request A request for one or more parts.
Product transfer A transfer of inventory between locations.
Relevance group A group of service appointments or service territory members that require their own work rules or
service objectives. For example, use relevance groups to enforce your company policy on breaks
and travel time for full-time versus part-time employees.
Relocation A type of service territory membership in which a service resource is temporarily moved from one
territory to another. A relocation can also temporarily change the resource’s home base.
Resource efficiency The relative speed at which a resource works (1 = the nominal rate). For example, if a service
appointment is expected to take 1 hour, it takes a resource with an efficiency of 0.5 2 hours.
Return order A record of inventory returns or repairs.
15
Term Description
Scheduled job Scheduled jobs are Apex jobs scheduled to run at a given time in the future. In Field Service,
scheduled jobs are used to group a set of data to submit for optimization or share records with
user territories.
Scheduled start and scheduled A scheduled time slot for a service appointment.
end
Scheduling dependencies Scheduling dependencies between related service appointments helps you account for situations
when mobile resources must perform related service appointments in a certain order. For example,
ensure that a particular appointment can’t start until a related appointment is completed or that
two appointments must start at the same time.
Scheduling policy A set of work rules and service objectives that guide the schedule optimizer in its decisions. You
can use scheduling policies to promote or de-emphasize factors, like business priorities, travel time,
and customer preferences. For example, if an organization has 100 resources, work rules look at
various criteria, such as availability, territory assignment, skills, driving distance, to reduce the number
of potential candidates to five. These five candidates are then analyzed by service objectives to
assign a grade to each candidate. The grade determines who, out of the five, is the best resource
and time slot to schedule.
Scheduling recipe A scheduling automation that is triggered by certain events to solve overlaps (caused by urgent
service appointments or late ending of service appointments) or free spaces (caused by service
appointments ending early or canceled).
Serialized product A product with a serial number whose movements between locations, such as warehouses, depots,
or mobile workers, can be tracked.
Service appointment list A Field Service view that displays service appointments. The list provides easy access to service
appointments and actions in the Gantt view of the Dispatcher console.
Service appointment number A unique service appointment identification number.
Service appointment status or A lifecycle sequence of stages or statuses through which a service appointment passes. The lifecycle
status category covers the time from when the service appointment enters the organization until the time it’s
completed. Each status category can include several statuses.
Service appointment sliding This feature enables moving service appointments on the Gantt for the same resource to an earlier
or later time within the resource’s shift. Appointment sliding lets you free up time for a new service
appointment when using appointment booking and scheduling operations.
Service appointment time Field Service includes the time properties that are relevant for the four standard Match Time Rule
properties work rules.
• Earliest Start Permitted—Ensures that a service appointment’s Scheduled Start is equal to or
later than the Earliest Start Permitted. This work rule is included in every standard scheduling
policy.
• Due Date—Ensures that a service appointment’s Scheduled End is equal to or earlier than the
Due Date. This work rule is included in every standard scheduling policy.
• Scheduled Start—Ensures that a service appointment’s Scheduled Start is equal to or later than
the Arrival Window Start.
16
Term Description
• Scheduled End—Ensures that a service appointment’s Scheduled End is equal to or earlier than
the Arrival Window End.
Service contract A contractual agreement to provide service to a customer based on their profile. Service contracts
represent different types of customer service, such as subscriptions or service level agreements
(SLAs) that stipulate a certain due date or a start-by date. The products covered by a service contract
are the contract line items.
Service objective A logic entity that evaluates and grades assignments or schedules. Service objectives enable using
business priorities to choose the best candidate for the job. For example, if the top priority is to
minimize travel, the qualified candidate closest to the job site is the best choice.
Service report A customer-facing report summarizing the status of service appointments and work orders.
Service resource See Mobile worker.
Service resource list A part of the Gantt view that displays all the resources in the system. The Service Resource List
provides easy access to resources and actions in the Gantt view of the Dispatcher console.
Shift availability A set of working periods for your shift-based workforce, such as contractors or on-call staff. You
can create and assign shifts for particular dates and times when you need coverage.
Skill An ability required to perform a field service task. You can assign skills to service resources to
represent certifications or areas of expertise. You can add skill requirements to work types, work
orders, and work order line items to indicate the skills required to complete the work. Skills can also
have skill levels.
Time-phased Refers to a property whose value varies at specified times. For example, time-phased skills of a crew
that change when a resource is added or removed from the crew (applies to Skills, Territory
Membership, and Crew Membership).
Time sheets A tool that tracks the time that your field service employees spend on tasks. Time sheets are mainly
used for payment and charging.
Travel modes Travel modes reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use
of toll roads, and hazmat considerations. Travel modes enhance predictive travel by providing more
accurate travel time predictions and improving the completion rate of service appointments.
Work order A request for one-time or recurring field service work. It includes the work type and all relevant
information for scheduling the service appointment. A work order can include several work order
line items.
Work plan or work steps A work plan is a set of prescribed work steps that guide frontline and back-office workers on how
to complete a work order. By following steps in work plans, field service teams can complete
assignments quickly, consistently, and with less guesswork.
Work rule A combination of rules determines which candidates can complete the job based on business
policies and organizational goals. A work rule determines whether the candidates have the required
skills and if they’re available in the right territory at the right time. For example, a rule can require
that a resource can be assigned to a service appointment only if they’re both in the same district.
17
Field Service Set Up Field Service
Term Description
Work type A template that is used for common field service work, such as cable installations or furnace repairs.
It includes the work duration, skills required for a specific work type, and so on.
SEE ALSO:
Concepts, Products, and Services

Build and manage Field Service. Set up your workforce, work order tracking and inventory
EDITIONS
management, and customize the Field Service mobile app to meet your business needs.
1. Enable Field Service Classic (not available in all
Enable Field Service to start using Field Service features. orgs) and Lightning
Experience
2. Install the Field Service Managed Package
After Field Service is enabled, install the managed package to gain access to the dispatcher The Field Service core
console, scheduling tools, a range of custom objects, and Guided Setup. features, managed
3. Manage Field Service Permissions are available in Enterprise,
Give your team access to Field Service features. Create and assign standard permission sets and Unlimited, and Developer
permission set licenses. Then add customizations to suit your business needs. Editions.
4. Set Up Service Territories, Operating Hours, and Shifts for Field Service
Create service territories to track the places where your team performs field service work. Assign
regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad
hoc hours, such as holiday hours or for workers without a set schedule.
5. Set Up Work Order Management for Field Service
A work order represents work to be performed on your customers’ products. Customize your work order settings and create time-saving
templates called work types.
6. Set Up Your Field Service Workforce
Create service resources and service crews to represent your mobile workforce. Then, assign permission sets to members of your
team who work as dispatchers or support agents.
7. Set Up Your Field Service Inventory
Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile
workforce has the right parts in stock to do their job.
8. Get Ready for Field Service Scheduling and Optimization
Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling
policies, optimization settings, and sharing settings. As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization
enabled by default for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for all or selected
service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic
scheduling services. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule
quality.
9. Set Up Field Service Appointment Bundling
Group short appointments at nearby or same-site locations to create a bundle.
18
Field Service Set Up Field Service
10. Setting Field Service Key Performance Indicators

Key Performance Indicators (KPIs) are crucial when scoping your business's needs and aligning them with what Field Service provides.
For example, KPIs can help you make smart business decisions by setting efficient schedules and sending workers with the right
skills and tools for the job.
11. Set Up for Product Warranties in Field Service
To have new assets automatically pick up the standard warranty for a product, set up a flow, process builder, or trigger.
12. Set Up Product Service Campaigns in Field Service
If your Salesforce org was created before Spring ’21, add the Product Service Campaign Item related list to Product Service Campaign.
13. Set Up Field Service Asset Availability and Reliability Reporting
Get information on asset availability and reliability by recording details of asset downtime in Field Service.
14. Set Up Field Service in Experience Cloud Sites
Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience
Cloud site.
15. Set Up Visual Remote Assistant for Field Service
Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by
delivering service from anywhere.
16. Test Your Field Service Configuration with Health Check
Use the Field Service Health Check to run a suite of automated tests on your Field Service settings and configuration data. When
Health Check identifies a problem, you get on-the-spot recommendations to align your Field Service configuration with our best
practices.
17. Set Up After Field Service Sandbox Refresh
After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active. Then configure your Salesforce
sandboxes to use independent remote sites for street-level routing (SLR) and optimization services, and verify your default policies
and operating hours.
18. Report on Field Service
Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App.
19. Manage Data Integration Rules for Field Service
Set up data integration rules to ensure that service resource travel time is accurately calculated.
20. Set Up Salesforce Labs Field Service Dashboards
Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange. Track metrics and performance
for many key items of interest in a field service operation. Use these optional dashboards to create customized reports and dashboards
for your operation’s specific needs.
SEE ALSO:
Field Service Mobile App
Field Service Developer Guide
Trailhead: Get on the Road with Field Service
19
Field Service Enable Field Service
Enable Field Service

Enable Field Service to start using Field Service features.
EDITIONS
1. From Setup, enter Field Service Settings in the Quick Find box, then select Field
Service Settings. Available in: both Salesforce
Classic (not available in all
2. Enable Field Service, and click Save to display more settings.
orgs) and Lightning
Note: If you don’t have a Field Service add-on license, you just see an option to enable Experience
work orders, which is on by default.
3. Optionally, turn on in-app notifications for Salesforce app and Lightning Experience users when features, managed
any of the following actions occurs on a work order or work order line item that they own or
follow:
• A text or file post is added Editions.
• A tracked field is updated
• The record owner changes USER PERMISSIONS
• The resource assignments change on a related service appointment
To enable Field Service:
If the option to track all related objects is selected in your feed tracking settings for work orders, • Customize Application
users are also notified when child records of work orders—such as service appointments—are
created or deleted.
4. Optionally, update the sharing settings. See Limit Access to Field Service Records.
5. When you set up work types, which are templates for work orders, you can opt to automatically add a service appointment to new
work orders or work order line items associated with a work type. Configure the number of days between the created date and due
date on auto-created service appointments.
6. If you want to use your knowledge base in field service, select the fields that the search engine scans to suggest articles on work
orders or work order line items.
7. Save your changes.
SEE ALSO:
Trailhead: Field Service Basics
20
Field Service Install the Field Service Managed Package
Install the Field Service Managed Package

After Field Service is enabled, install the managed package to gain access to the dispatcher console,
EDITIONS
scheduling tools, a range of custom objects, and Guided Setup.
When you install the Field Service managed package, you get the following features. Available in: both Salesforce
• Guided Setup: There’s no need to go it alone! This nifty tool walks you through key setup tasks,
orgs) and Lightning
including assigning permission sets, creating service resources, and customizing appointment
Experience
booking settings.
• Scheduling and optimization: Swiftly optimize your team’s schedule in a way that enforces The Field Service core
your business objectives. Assign appointments according to your rules and priorities, such as features, managed
worker skills, location, and availability. package, and mobile app
• Dispatcher console: Give dispatchers and supervisors a bird’s-eye view of your field service Unlimited, and Developer
operations. The dispatcher console includes a customizable appointment list, easy-to-reach Editions.
scheduling actions, dynamic Gantt chart, and interactive map. Dispatchers can check that jobs
are routed to the right people, receive alerts, and monitor appointments in real time.
USER PERMISSIONS
• Administration app: Manage optimization, customize the dispatcher console, and update
your managed package settings in one place. To install the Field Service
1. Click the installation link on the download page: managed package:
https://fsl.secure.force.com/install • Customize Application
You can install the managed package on a production or sandbox org. To assign a permission set
license:
2. Select Install for Admins Only. • Manage Users
If you receive a request to approve third-party access, click Yes and Continue. Approving this To create a permission set:
request allows the street-level routing and optimization services to function. • Manage Profiles and
Permission Sets
3. If a message indicates that the installation is taking longer than expected, click Done.
You’ll receive an email notification after the installation is complete.
Once the package is installed, the App Launcher includes two new apps.
The Field Service app is for dispatchers. The Field Service tab in this app leads to the dispatcher console.
The Field Service Admin app is for administrators. The Field Service Settings tab in this app leads to the managed package settings.
You can add the Field Service and Field Service Settings tabs to other apps.
21
Field Service Manage Field Service Permissions
Note: Salesforce Setup includes a separate Field Service Settings page where you can customize general settings related to field
service.
SEE ALSO:
Trailhead: Supercharge Field Service
Manage Field Service Permissions

Give your team access to Field Service features. Create and assign standard permission sets and
EDITIONS
permission set licenses. Then add customizations to suit your business needs.
Get to Know Field Service Personas Classic (not available in all
Learn about the different user personas in a typical field service implementation. Use standard orgs) and Lightning
and custom permission sets to tailor Field Service to your users’ needs. Experience
Field Service Permission Set Licenses The Field Service core

Permission set licenses are required for some Field Service users to interact with settings, the features, managed
dispatcher console, and other features. Learn how permission set licenses match to different package, and mobile app
groups of users.
Create Field Service Permission Sets Editions.
Create Field Service permission sets from the Field Service Admin app.
Assign Field Service Permissions
After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You
can assign permissions in Setup or in Guided Setup.
Set Custom Permissions for Field Service
The Field Service managed package includes custom permissions that control users’ access to actions and views. For example, you
can control access to bulk actions, such as dispatching, optimizing, and scheduling, or the ability to drag appointments in the Gantt.
Assign Field Service Page Layouts
The Field Service managed package provides standard object page layouts that include field service Visualforce components and
Chatter actions. Assign these page layouts to the System Administrator and Standard User profiles.
22
Get to Know Field Service Personas

Learn about the different user personas in a typical field service implementation. Use standard and
EDITIONS
custom permission sets to tailor Field Service to your users’ needs.
Field service players usually fall into one or more of the following profiles. Available in: both Salesforce
User persona Description orgs) and Lightning
Experience
Admin A Salesforce admin integrates Field Service
features and sets up user permissions as needed. The Field Service core
features, managed
Agent Agents handle inbound cases, create work package, and mobile app
orders, and book appointments using global are available in Enterprise,
actions. Unlimited, and Developer
Editions.
Contractor Contractors are mobile workers, dispatchers, or
office staff who are temporary or seasonal. Our
Contractor and Contractor Plus licenses can be USER PERMISSIONS
purchased as per-user-per-month or
To access field service
login-based licenses. The per-user-per-month
objects:
option provides universal access to more regular
• Field Service Standard
contractors, while our login-based licenses are
a cost-effective and flexible option for employers To assign a permission set
license:
with large numbers of contractors.
• Manage Users
Dispatcher Dispatchers build and manage appointments, To create a permission set:
assign mobile workers, and optimize the • Manage Profiles and
schedule based on worker skills, routing, and Permission Sets
job priority.
If your business combines the dispatcher and
agent roles, use the Field Service - Dispatcher
permission set.
Mobile workers (technicians) Mobile workers receive work orders and service
appointments from dispatchers or agents and
conduct customer site visits. They also update
job progress from mobile devices with the
Salesforce mobile app or the Field Service
mobile app.
Self-service Self-service users are your customers. You can

grant access so that self-service users can
schedule and manage their own service
appointments via Experience Builder sites.
Custom personas Sometimes users don’t fit neatly into the

predefined categories. For example, your
company works with contractors that do the
same work as employee mobile workers. In that
case, we recommend mapping users to the
persona that most closely matches their job
23
User persona Description

function. Clone the managed package’s permission sets, then add
your custom permissions to assign access.
Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete
sales-oriented tasks without additional licenses.
Field Service Permission Set Licenses

Permission set licenses are required for some Field Service users to interact with settings, the
EDITIONS
dispatcher console, and other features. Learn how permission set licenses match to different groups
of users. Available in: both Salesforce
All users need the Field Service Standard user permission to access field service objects. Field Service Classic (not available in all
user licenses already include this permission. orgs) and Lightning
Experience
Field Service also includes three permission set licenses related to the managed package and mobile
app. We recommend using the managed package’s Guided Setup tool to assign these permission The Field Service core
set licenses; for steps, see Assign Field Service Permissions. features, managed
Your users don’t need a Field Service permission set license to access most Field Service objects.
For example, inventory managers, admins, and customer support agents probably don’t need one.
If Field Service is enabled, standard Salesforce users can be given access to Field Service records.
Editions.
These permission sets are created when you set up Field Service.
USER PERMISSIONS
Permission Set Description Who Needs It
Field Service Dispatcher Provides access to the Dispatchers To access field service
objects:
dispatcher console.
Field Service Dispatcher Plus Provides login-based users with Contractor dispatchers To assign a permission set
Login-Based the Contractor Plus license license:
access to the dispatcher • Manage Users
console. To create a permission set:
Field Service Scheduling Allows the user to be shown on Mobile workers (field • Manage Profiles and
the dispatcher console Gantt technicians) Permission Sets
and included in scheduling and
optimization.
Field Service Scheduling Provides login-based users with Contractor mobile workers
Login-Based the Contractor license access (field technicians)
to Field Service Scheduling
features.
Field Service Scheduling Plus Provides login-based users with Contractor mobile workers
Login-Based the Contractor Plus license (field technicians)
access to Field Service
Scheduling features.
24
Permission Set Description Who Needs It

Field Service Mobile Provides access to the Field Service mobile Mobile users (field technicians)
app.
Field Service Mobile Login-Based Provides login-based users with the Contractor mobile users and contractor
Contractor license access to Field Service admin
Mobile features.
Field Service Mobile Plus Login-Based Provides login-based users with the Contractor mobile users
Contractor Plus license access to Field
Service Mobile features.
Field Service Self-Service Provides access to Experience Builder sites Customers

where users can view all global actions and
their related objects. Provides access to
create, book, and schedule their
appointments.
Field Service Guest User Gives unauthenticated users limited access Guest users
to view and create records.
Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete
sales-oriented tasks without additional licenses.
SEE ALSO:
Limit Access to Field Service Records
Set Up Inventory Access for Mobile Workers
25
Create Field Service Permission Sets

Create Field Service permission sets from the Field Service Admin app.
EDITIONS
This is a Field Service managed package feature.
Watch the video to see how to create and assign permission set licenses to give your team access Classic (not available in all
to Field Service features. orgs) and Lightning
Experience
Watch a video
Watch the video to see how to get Field Service provisioned for users. features, managed
Watch a video
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Unlimited, and Developer
Service Settings tab. Editions.
2. Click Getting Started and then Permission Sets.

These permission sets are created. USER PERMISSIONS
To configure the Field Service

User Role Permission Purpose managed package:
Sets Created
• Customize Application
Field Service FSL Admin Let users access and manage all Field Service objects, To assign a permission set
Admin Permissions AND including the Field Service Visualforce pages and logic license:
Field Service services. FSL Admin Permissions contain the permissions • Manage Users
Admin License* included in the FSL Dispatcher Permissions permission To create a permission set:
set, along with additional configuration permissions. • Manage Profiles and
*The Field Service Admin License isn’t created in newer Permission Sets
Salesforce orgs.
Field Service FSL Agent FSL Agent Permissions provides the minimum
Agent Permissions AND permissions needed to use the Field Service global
Field Service actions, such as Book Appointment, Get Candidates,
Agent License* and Emergency actions.
*The Field Service Agent License isn’t created in newer
Salesforce orgs.
Field Service Field Service Field Service Mobile License provides the permission
Resource Mobile License set license needed for users to log into the Field Service
AND Field mobile app.
Service Field Service Scheduling License provides the
Scheduling permission set license needed for the user to appear
License AND FSL on the Gantt and to be scheduled by the scheduling
Resource engine and optimizer.
Permissions
FSL Resource Permissions provides the minimum
permissions needed for users to update appointment
status and update their last known location.
26
User Role Permission Sets Purpose

Created
Field Service Dispatcher Field Service Dispatcher Field Service Dispatcher License gives users the permission set license needed
License AND FSL to load the dispatcher console.
Dispatcher Permissions FSL Dispatcher Permissions contain the permissions included in FSL Agent
Permissions and FSL Resource Permissions along with permissions to operate
the dispatcher console and run optimization.
Field Service Community Field Service Community Users can view and use the dispatcher console, view global actions and their
Dispatcher Dispatcher License AND related objects, and schedule, optimize, and dispatch service appointments.
FSL Community
Dispatcher Permissions
Field Service Self Service Field Service Self Service Experience Builder site users can view all global actions and their related
License AND FSL Self objects to create, book, and schedule their appointments.
Service Permissions
Field Service Integration Field Service Integration Users can access data needed for optimization, automatic scheduling, and
service appointment bundling.
Field Service Bundle for Field Service Bundle for Users can schedule and manage bundled service appointments.
Dispatcher Dispatcher License AND
FSL Bundle for
Dispatcher Permissions
Field Service Guest User Field Service Guest User Field Service Guest User License provides the permissions for unauthenticated
License users to run appointment booking and scheduling actions.
When a permission set is current, the Create Permissions link on the tile is replaced by a message indicating that it’s up to date.
SEE ALSO:
How Are Field Service Permission Sets Updated?
27

After you create your field service permission sets, give users the permissions they need to complete
EDITIONS
their field service tasks. You can assign permissions in Setup or in Guided Setup.
1. From Setup, in the Quick Find box, enter Users, and then select Users. Available in: both Salesforce
2. Click a user’s name.
orgs) and Lightning
3. Click Permission Set Assignments at the top of the page or scroll to the Permission Set Experience
Assignments related list.
4. Click Edit Assignments. features, managed
5. Enable the appropriate permission sets and click Save. package, and mobile app
Tasks Permission Sets Unlimited, and Developer
Editions.
Admin: Manage all Field Service objects, • FSL Admin Permissions
including the Field Service Admin app, Field
Service Visualforce pages, and logic services.
• Field Service Admin License* USER PERMISSIONS
*The Field Service Admin License permission
To assign a permission set
set isn’t created in newer Salesforce org, so it license:
doesn’t need to be assigned to users. • Manage Users
To create a permission set:
Agent: Access all global actions and their • FSL Agent Permissions • Manage Profiles and
related objects to create, book, and schedule
• Field Service Agent License* Permission Sets
service appointments.
*The Field Service Agent License permission
set isn’t created in newer Salesforce orgs, so
it doesn’t need to be assigned to users.
Dispatcher: Access all global actions and their • Field Service Dispatcher License
related objects to create, book, and schedule
• FSL Dispatcher Permissions
Technician: Manage service appointments • Field Service Mobile License

and their related parent objects.
• Field Service Resource License
• FSL Resource Permissions
Tip: Alternatively, you can assign permission sets to users from Guided Setup.
1. Open Field Service Admin from the App Launcher.
2. Click Field Service Settings.
3. On the Getting Started page, click Go to Guided Setup.
4. Assign permissions in the Create Service Resources and Create Dispatchers and Agents steps.
5. To assign a permission set license and its associated permission sets to a user, click the icon in the Licenses column .
28
You can always make further changes in Setup.

Permission sets provided by the Field Service managed package are automatically updated at the beginning of each major release.

Permission sets provided by the Field Service managed package are automatically updated at the
EDITIONS
beginning of each major release.
The managed package has three major releases each year that follow the Salesforce release cadence orgs) and Lightning
within 72 hours: Winter, Spring, and Summer. Experience
Because new versions require new permissions, the permission sets provided by the managed The Field Service core
package must be updated to include any new required permissions. All managed package-provided features, managed
permission sets are updated when a user launches one of the following pages: package, and mobile app
• Dispatcher Console (vf001_ServiceExpert) are available in Enterprise,
• Book Appointment Chatter action (AppointmentBookingVf and
Editions.
AppointmentBookingCommunitiesVf)
• Candidates Chatter action (GetCandidates)
• Emergency Chatter action (EmergencyWizard)
• Admin Settings (vf066_settings)
29
During this update process, any minimum permissions that were removed from the permission set are readded. Permissions added by
an admin aren’t removed.
To check if a permission set is current, from the App Launcher, find and open the Field Service Admin app. Click Field Service Settings >
Getting Started > Permission Sets. Each permission set tile includes a message indicating that it’s current. If it doesn’t, click Update
Permissions on the tile.
Important: Auto-update of permission sets is logged on the behalf of the user who triggered the update, even if the user doesn’t
have permission to update permission sets. To turn off this process, ask Salesforce to disable the Auto Update of Field Service
Permission Sets feature. To update permissions for Apex Class, Record Types, and Tabs Visibility, you must be an admin or have
ModifyAllData or ModifyMetadata permissions.

The Field Service managed package includes custom permissions that control users’ access to
EDITIONS
actions and views. For example, you can control access to bulk actions, such as dispatching,
optimizing, and scheduling, or the ability to drag appointments in the Gantt. Available in: both Salesforce
orgs) and Lightning
The list of Custom Permissions is on the Custom Permissions page in Setup. To assign them to users, Experience
add the custom permissions to a permission set. From Setup, in the Quick Find box, enter
Permission Sets, and then select Permission Sets. Select the permission set and then select
features, managed
Custom Permissions. For example, add them to the Field Service Admin, Field Service Dispatcher,
and Field Service Community Dispatcher custom permission sets before adding assigned users.
Optionally, you can give users the extended custom permissions marked in the table. To use these Unlimited, and Developer
permissions, add them to users, and then activate them in Field Service Settings > Dispatcher Editions.
Console UI > Extended Custom Permissions.
Important: If you activate the extended permissions without first adding them to users, you
make the Gantt read-only. Activation is required only after in existing orgs and is irreversible.
Extended Custom Permissions is automatically activated in Salesforce as of Summer ’20.
The managed package custom permissions use the FSL namespace prefix.
Custom Permission Description

Abort Optimization Request Abort an optimization request from the Gantt.
Bulk Bundle Bundle selected appointments from the appointment list.
Bulk Dispatch Dispatch selected appointments from the appointment list.
Bulk Optimize Submit an optimization request from the appointment list.
Bulk Schedule Schedule selected appointments from the appointment list or from polygons.
Bulk Unbundle Unbundle selected appointments from the appointment list.
Bulk Unschedule Unschedule selected appointments from the appointment list or from polygons.
Create Absences from Gantt Create resource absences on the Gantt.
Create Custom Gantt Filters Create custom filters for appointments on the Gantt.
Fill-in Fill in schedule gaps from the resource action menu.
30

Fix Overlaps Resolve overlapping appointments from the resource action menu.
Enable Check Rules - All Services Initiate a rule validation check on demand. This checks rules for all services loaded on the Gantt when
the rule validation frequency isn’t Always.
Enable Gantt Locker Lock and unlock the Gantt chart using the Gantt locker. This action also disables dragging
appointments to the Gantt from the appointment list or map. Standard and custom actions on the
appointment list and map are still shown and enabled according to your org’s setup. This permission
is an extended custom permission.
Gantt - Enable Gantt Policy Select a nondefault policy for scheduling and calculating rule violations. This permission is an extended
Picker custom permission.
Gantt and List - Bundle and Bundle and unbundle service appointments from the Gantt or from the appointment list.
Unbundle
Gantt and List - Enable Bulk Check rules for multiple service appointments from the Gantt or from the appointment list.
Check Rule
Gantt and List - Enable Check Check rules for a single service appointment from the Gantt or from the appointment list.
Rules
Gantt and List - Show Get Find resources for an appointment from the appointment list or from the Gantt. This permission is
Candidates an extended custom permission.
Gantt and Map - Enable Drag Drag selected services and resource absences from the appointment list, map, or Gantt, and place
and Drop them on the Gantt. This permission is an extended custom permission.
Gantt Palettes Edit Create, edit, and delete Gantt palettes.
Gantt Palettes View View the Palettes tab in the Gantt, and apply the selected palette.
Gantt - Show Change Status Change the status from the Gantt. Without this permission, users can’t dispatch from the map. This
Action permission is an extended custom permission.
Gantt - Show Pin Service Pin or unpin appointments from the Gantt. This permission is an extended custom permission.
Gantt - Show Unschedule Unschedule appointments from the Gantt. This permission is an extended custom permission.
Group Nearby Adjust the schedule on the Gantt to find other appointments on that day that are close to the selected
appointment.
Hide map on Emergency Wizard Hide the map view in the Emergency Wizard to show just candidates.
Hide Live Positions from Hide the Live Positions marker from the dispatcher console map.
Dispatcher Console Map
Hide Actual Routes from Hide the Actual Route from the service resource’s map.
Resource Map
Hide Live Positions from Hide the Live Positions marker from the service resource’s map.
Resource Map
Hide Resource’s Last Seen Time Hide the service resource’s Last-Seen indicator from the Gantt.
from Gantt
31

Longterm View Show the Long-Term Gantt view in the dispatcher console. When this permission is enabled, the
Long-Term Gantt view replaces the multi-day view.
Map Polygons - Show In Show the In Jeopardy flag from a map polygon. This permission is an extended custom permission.
Jeopardy
MDT View Show the multi-day view in the dispatcher console. The Long-Term Gantt view replaces the multi-day
view.
Monthly Utilization Show utilization in the Gantt resolution menu in the top-right corner.
Policy Picker in Appointment Change the scheduling policy in the Book Appointment action.
Booking
Policy Picker in Get Candidates Change the scheduling policy in the Get Candidates action.
Polygons - create\update Create and update map polygons.
Polygons - view View map polygons.
Publish custom Gantt filters Share custom filters for appointments on the Gantt.
Reshuffle Reshuffle appointments from the appointment action menu or when you right-click services on the
Gantt.
Resource Schedule Optimization Optimize a resource’s schedule from the resource action menu.
Schedule Schedule an appointment from the appointment list or from the map.
Service List View - Canceled Show the Canceled appointment list.
Service List View - Contractors Show the Contractors appointment list.
Service List View - Crews Show the Crews appointment list.
Service List View - Exclude Show service appointments that aren’t bundle members in the appointment list.
Bundle Members
Service List View - Flagged Show the Flagged appointment list.
Service List View - Gantt Show the Gantt appointment list.
Service List View - In Jeopardy Show the In Jeopardy appointment list.
Service List View - Rule Violating Show the Rule Violating appointment list.
Service List View - Scheduled Show the Scheduled appointment list.
Service List View - Selected Show the Selected appointment list.
Service List View - Todo Show the Todo appointment list.
Service List View - Unscheduled Show the Unscheduled appointment list.
Streaming API After activating Gantt Live Updates, use the streaming API to send live streaming updates of the
Gantt. When this permission is disabled, users see only Gantt changes timed using the interval defined
in Field Service Settings > Dispatcher Console UI > Timed Updates.
32

Utilization on Service Territory For the selected Gantt horizon, view utilization percentages for each territory’s workforce.
View resource on secondary STM Show a resource’s secondary territory membership on the Gantt.
Example: To limit the dispatchers who can optimize your schedule so the system isn’t bogged down with optimization requests,
remove custom permissions for bulk actions in the dispatcher console:
• FSL.Bulk Dispatch
• FSL.Bulk Optimize
• FSL.Bulk Schedule
• FSL.Bulk Unschedule
A user with the FSL.Bulk Optimize custom permission sees the Optimize action. Users without it can’t run an optimization. Removing
any of these custom permissions hides the action in the user interface.
Assign Field Service Page Layouts

The Field Service managed package provides standard object page layouts that include field service
EDITIONS
Visualforce components and Chatter actions. Assign these page layouts to the System Administrator
and Standard User profiles. Available in: both Salesforce
orgs) and Lightning
Important: If you created your own field service profiles, perform the following steps on Experience
those profiles instead of the standard profiles. The Field Service core
1. From Setup, enter Profiles in the Quick Find box, then click Profiles. features, managed
2. Click System Administrator.
3. In the Page Layouts section, find the Operating Hours object and click View Assignment. Unlimited, and Developer
4. Select all profiles and assign the Field Service Operating Hours Layout. Editions.
5. Click Save.
USER PERMISSIONS
6. Repeat the previous steps for the following objects.
• Service Appointment: Assign the Field Service Service Appointment Layout To customize the Field
Service managed package:
• Service Resource: Assign the Field Service Service Resource Layout
• Work Order: Assign the Field Service Work Order Layout
To assign page layouts:
• Work Order Line Item: Assign the Field Service Work Order Line Item Layout • Manage Profiles and
• Work Type: Assign the Field Service Work Type Layout Permission Sets

8. Repeat the previous steps for the Standard User profile.
33
Field Service Set Up Service Territories, Operating Hours, and Shifts for
Field Service
Set Up Service Territories, Operating Hours, and Shifts for Field Service
Create service territories to track the places where your team performs field service work. Assign
EDITIONS
regular operating hours to each service territory to indicate when work can be performed. Create
shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule. Available in: both Salesforce
Create Service Territories for Field Service orgs) and Lightning
Create hierarchies of service territories to organize your field service workforce and ensure that Experience
service resources are assigned to service appointments near their home base. Service territories The Field Service core
typically represent geographical areas where your team works, but they can also be functional features, managed
territories such as field sales and field service. package, and mobile app
Set Up Shifts for Field Service are available in Enterprise,
Shifts in Field Service let you define variable working periods for your shift-based workforce,
Editions.
such as contractors or on-call staff. Create shifts for particular dates and times when you need
coverage, and assign them to service resources. When the managed package is installed,
scheduling and optimization consider workforce availability during shifts.
SEE ALSO:
Set Up Your Field Service Workforce
Create Service Territories for Field Service

USER PERMISSIONS EDITIONS
To create service territories: Create on service territories Available in: both Salesforce
To view service territories and the Service Read on service territories
orgs) and Lightning
Territories tab:
Experience
To edit service territories: Edit on service territories
To delete service territories: Delete on service territories features, managed
To view service territory locations: Read on service territories are available in Enterprise,
To create, update, or delete service territory Edit on service territories Unlimited, and Developer
locations: Editions.
To view service territory members: Read on service territories
To create, update, or delete service territory Edit on service territories

members:
Create hierarchies of service territories to organize your field service workforce and ensure that service resources are assigned to service
appointments near their home base. Service territories typically represent geographical areas where your team works, but they can also
be functional territories such as field sales and field service.
Before you start, make a list of the territories you want to create and who works in each territory. To keep scheduling straightforward,
try to create territories with no more than 50 mobile workers assigned to them.
34
Field Service
You can organize service territories into hierarchies of up to 10,000 territories. We recommend creating the highest-level territories first.
For example, create a San Francisco Bay Area territory with four child territories: Peninsula, North Bay, South Bay, and East Bay.
If the Field Service managed package is installed, use Guided Setup to quickly create your service territories.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
2. Click Go to Guided Setup. When you launch guided setup, your Field Service permission sets are scanned to make sure that they’re
up-to-date. You see a message if you’re missing a necessary permission.
3. Click Create Service Territories.
4. Create your territories one by one. Click a territory name to update its name, operating hours, and address.
5. Operating hours indicate the working hours of mobile workers in the territory. Territory members use these hours unless different
hours are specified on their service territory member records. Use the lookup to select existing operating hours, or click New
Operating Hours to create your own.
a. To create more complex or varying time slots, save your new operating hours and click Open Operating Hours Record below
the Operating Hours field. Then, customize your time slots in the Time Slots related list.
To avoid issues with appointment booking, always specify a time zone on your operating hours.
6. Drag territories within the list to create a hierarchy.

7. To update additional fields on a service territory or attach files, select the territory name and click Open Service Territory Record.
If the managed package isn’t installed, create and manage service territories from the Service Territories tab.
Guidelines for Creating Service Territories for Field Service

Learn how to use service territories to track where your field service team works.
Guidelines for Creating Operating Hours for Field Service
Operating hours in Field Service can represent mobile worker hours, service territory hours, appointment arrival windows, and
customer appointment time preferences. Learn how to set operating hours for each scenario.
SEE ALSO:
Service Territory Fields for Field Service

Learn how to use service territories to track where your field service team works.
EDITIONS
Creating Service Territories
Create service territories from Guided Setup or from the Service Territories tab. Depending on Available in: both Salesforce
how your business works, you can create territories to represent geographic regions, such as Classic (not available in all
cities, counties, and neighborhoods. The territory location is stored in the address section. If orgs) and Lightning
you plan to build out a hierarchy of service territories, create the highest-level territories first. Experience
Service territory hierarchies can contain up to 10,000 territories. The Field Service core
Note: When you create a service territory, public groups are created in your org. These features, managed
groups are used with the Field Service managed package to ensure that the correct data package, and mobile app
is available even when field service object access is set to private.
Determining Territory Size Editions.
The size of your service territories has a significant impact on scheduling, optimization, and
dispatching. If a service territory is too large and many service resources and dispatchers are
35
Field Service
assigned to it, optimization and dispatching become cumbersome. Try to stay within these suggested limits when designing your
service territories:
• Up to 50 service resources per service territory
• Up to 1,000 service appointments per day per service territory
• Up to 20 qualified service resources per service appointment
Creating Service Territory Members
Service territory members are service resources who work within the territory. Associating them with a territory ensures that they’re
assigned to appointments near their home base.
Note: Service territory members must have their home base location geocoded so that the scheduling engine knows the
resource’s start and end points.
Assign service resources to service territories in the Service Territories related list on the resource detail page or the Service Territory
Members related list on the territory detail page. Use the Type field to indicate whether the territory is a primary, secondary, or
relocation territory for the resource. Scheduling and optimization is supported only for service territories with at least one primary
service territory member.
• The primary territory is typically the territory where the resource works most often—for instance, near their home base. Resources
can have only one primary territory. If a Match Territory work rule is included in the applied scheduling policy, the resource can
be assigned only to appointments in their primary or relocation territories.
• Secondary territories are territories where the resource can be assigned to appointments if needed. A resource can have more
than one secondary territory.
• Relocation territories represent temporary moves and, during their active dates, serve as the primary territory during scheduling.
If a Working Territories work rule is included in the applied scheduling policy, the resource can also be assigned to appointments
in their secondary territories.
• Secondary territory memberships must be identical to, or contained within, the primary territory membership for a particular
time and resource. If the secondary territory memberships aren't fully covered by a primary territory membership, availability
applies only to the overlapping period.
Setting Membership Start and End Times
Follow these best practices to avoid issues during scheduling and optimization.
• Service territory memberships should be 24 hours or longer.
• Service territory memberships should start and end at the same hour, and shouldn’t fall inside the operating hours listed on the
membership record (or if no hours are listed, on the service territory). This way, there’s no question about the resource’s availability
on their first day as a member of the territory. For simplicity, we recommend using midnight (00:00). For example:
– Start Date: 1/12/2019 00:00
– End Date: 3/12/2019 00:00
Note: We recommend using 00:00 because it aligns with Field Service’s default Start of Day, which is 00:00. However,
you can set a custom Start of Day on Service Resource Availability work rules if the default doesn’t make sense—for
example, if your team typically works night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click
Field Service Settings > Scheduling and select Set the hour that starts a new day based on the Availability rule(s).
If the applied scheduling policy uses a custom Start of Day, set your service territory memberships to start and end at that
time rather than at midnight.
• During scheduling and optimization, Field Service uses the service territory member’s own time zone—set on the user record—to
interpret the territory membership start and end times. If the user’s time zone differs from the service territory’s time zone, adjust
the membership start and end time accordingly. For example, if the user’s time zone is 3 hours behind the service territory’s time
zone, set the territory membership start time to 3:00 rather than 00:00.
36
Field Service
• If you're using optimization, service territory memberships can't be longer than three years. If you need a service territory
membership to be longer than three years, keep the End Date fields blank.
Deleting Service Territories
You can’t delete a service territory with service appointments. If you try to delete it, you’re prompted to assign the appointments to
a different territory.
If you delete a service territory with members, the service resources who were members no longer have a connection to the territory.
Adding Locations to Service Territories
Associate location records with service territories from the Service Territory Locations related list. Add site, plant, and warehouse
locations to the service territory in which they’re located. Add mobile locations, like vans, to the service territories where they can
be used for field service work.
SEE ALSO:

To view operating hours and time slots: Read on operating hours Available in: both Salesforce
To create operating hours: Create on operating hours
orgs) and Lightning
To assign operating hours to service Edit on service resources Experience
resources:
To assign operating hours to service Edit on service territories features, managed
territories: package, and mobile app
To assign operating hours to accounts: Edit on accounts Unlimited, and Developer
To update, create, or delete time slots: Edit on operating hours Editions.
To assign holidays to operating hours: Edit on operating hours
Operating hours in Field Service can represent mobile worker hours, service territory hours, appointment arrival windows, and customer
appointment time preferences. Learn how to set operating hours for each scenario.
When operating hours are They represent... How to configure

associated with...
Accounts The hours when the customer allows service Update the Operating Hours field on an
appointments and their time preference. account.
Service territories The default working hours for the service Select operating hours when creating a
territory members, unless different hours service territory in Guided Setup. Or, update
are specified on a service territory member the Operating Hours field on the service
record. territory record.
Service territory members The hours when the member (a service Update the Operating Hours field on a
resource) is available to work. service territory member record.
37
Field Service
When operating hours are They represent... How to configure

associated with...
Appointment booking The appointment booking arrival windows Select your default operating hours for
offered to customers during scheduling. appointment booking in the Customize
Appointment Booking step in Guided
Setup. Or, from the App Launcher, find and
open the Field Service Admin app, and
then click Field Service Settings > Global
Actions > Appointment Booking. Then,
update the Default Operating Hours field.
Tip: If different appointment booking windows are needed for different level of service, add entitlements to your work orders.
For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours
field on the entitlement, select the appropriate appointment booking window operating hours.
Creating Operating Hours

We recommend creating operating hours in Guided Setup—a Field Service managed package feature—to save time and gain visibility
into how they’re used. Operating hours are an element of the following Guided Setup steps.
• Create Service Territories
• Create Service Resources
• Customize Appointment Booking
You can also create and manage operating hours from the Operating Hours tab, outside of Guided Setup. By default, only System
Administrators can view, create, and assign operating hours. Also, operating hours aren’t available in the Organization-Wide Default
Sharing Settings.
Operating hours are composed of time slots, which are managed from the Time Slots related list on an operating hours record. Time
slots can vary by day. A day can have multiple time slots, but they must be adjacent for the hours to be respected during optimization.
For example, an operating hours record can have the following time slots.
• Monday, 9 AM to 5 PM
• Tuesday, 9 AM to 5 PM
• Wednesday, 6 AM to 12 PM and Wednesday, 12 PM to 6 PM
• Thursday, 9 AM to 5 PM
• Friday, 9 AM to 5 PM
If a resource is unavailable during the day at a specific time slot, you must indicate this using Resource Absence, and not split availability.
For example, if a service resource is available on Wednesday, 6 AM to 12 PM, and again from 1 PM to 6 PM, then extend availability from
6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM.
Each operating hours record is associated with a time zone, which ensures that scheduling and optimization work properly. For
appointment booking hours, Field Service uses the time zone listed on the operating hours of the service appointment’s service territory.
This way, one operating hours record can be used to represent appointment booking windows across your customer base.
Note: If you have access to 2,000 or more service territories, the appointment list shows only selected territories. Use the search
bar to find territories that aren't selected.
38
Field Service
Assigning Operating Hours to Service Resources

A service resource’s hours can vary depending on the service territory where the resource is working. Service resources therefore have
unique operating hours for their primary and secondary territories. Service territory members automatically use their service territory’s
operating hours, although the Operating Hours field on the service territory member record appears blank. If a resource needs different
operating hours than their territory, assign them separate operating hours on their service territory member record.
To view a service territory member record, click the member number in one of the following related lists.
• Service Territory Members list on the service territory
• Service Territories list on the service resource
Operating hours listed on a secondary territory member record are respected during scheduling only if:
• They use the same time zone as the resource’s primary territory membership’s hours
• They’re identical to or contained within the resource’s primary territory membership’s hours
• Respect secondary STM operating hours is selected. From the App Launcher, find and select the Field Service Admin app. Go to
Field Service Settings > Scheduling > General Logic .
Otherwise, the primary service territory operating hours are used.
For example, suppose a user has a primary and secondary service territory. Her Monday hours are 12 PM to 5 PM in the primary territory,
but 9 AM to 5 PM in the secondary territory. When she’s being scheduled to a Monday service appointment in the secondary territory,
her primary hours are used because they’re more restrictive.
Enforcing Operating Hours

If the Field Service managed package isn’t installed, operating hours serve as a suggestion rather than a rule. If the managed package is
installed, here’s how operating hours affect scheduling.
• During schedule optimization, service resources are assigned only to appointments that fall within the operating hours listed on
their service territory member record or, if none is listed, on the primary service territory record.
• The Field Service - Service Appointment Visiting Hours work rule type ensures that a customer’s appointments fall within their
account’s operating hours. Add a work rule of this type to any scheduling policy.
Tip: Create Apex triggers that limit time slot settings. For example, restrict the start and end times on time slots to half-hour
increments, or prohibit end times later than 8 PM.
Setting Up Operating Hours for Contractors

For contractors who work regularly and are using our per-user-per-month Contractor or Contractor Plus Licenses, scheduling works the
same as for any other regular user. For contractors who work less frequently, it can be more cost-effective to use our Contractor or
Contractor Plus login-based licenses. Set up operating hours by assigning shifts instead of using standard operating hours, so it doesn’t
look like your contractors are always available for work.
To use shifts to set availability, first assign operating hours to the service resource’s membership record directly, so that the system
doesn’t default to assigning them the operating hours for their service territory. Then, assign them shifts on the days they work, whether
that’s recurring or only a few times per year.
Adding Holidays to Operating Hours

Modify operating hours by adding holidays, which represent closures or important dates. Holidays appear as unavailable time in the
dispatcher console, and an icon near the date displays holiday details. The shift schedule view also shows holidays as unavailable time.
But you can add availability with a shift marked as a holiday shift. Holiday shifts let you assign mobile workers to holiday dates that would
otherwise be blocked off.
39
Field Service
You can assign holidays to individual service resources by creating operating hours assigned to the specific service resource. Individualized
operating hours let you adjust a worker's availability based on birthdays, religious holidays, or personal schedules.
To apply holiday logic during schedule optimization, make sure Enhanced Scheduling and Optimization is enabled in Field Service
Settings. Otherwise, holidays are marked on the calendar but don’t impact scheduling.
When you’re using Enhanced Scheduling and Optimization, you can add holidays that represent the time when end customers aren’t
available to receive services. These holidays take precedence over their preferences for business operating hours.
For recurring holidays, only the first upcoming holiday is shown on the Gantt and accounted for in scheduling and optimization.
Subsequent holidays show on the Gantt after the first holiday passes.
Add Holidays to Operating Hours

Holidays help you manage the schedule when your business is closed. Create holidays, then add the holidays to your operating
hours. Scheduling and optimization processes can take your holidays into account so that work isn't scheduled.
SEE ALSO:
Operating Hours Fields for Field Service
Time Zones and Appointment Booking
Work Rule Type: Service Appointment Visiting Hours
Guidelines for Setting Up Field Service Contractors

Holidays help you manage the schedule when your business is closed. Create holidays, then add
EDITIONS
the holidays to your operating hours. Scheduling and optimization processes can take your holidays
into account so that work isn't scheduled. Available in: both Salesforce
Watch the video to see how to add holidays to operating hours to reflect when your business is Classic (not available in all
open. orgs) and Lightning
Experience
Watch a video
Before you start: features, managed
• To use holiday operating hours, ensure that the Operating Hours Holidays related list is on the
operating hours page layout.
• To account for holidays during schedule optimization, Enhanced Scheduling and Optimization Editions.
must be enabled in Field Service Settings. Otherwise, holidays are marked on the calendar but
don’t impact scheduling. Make sure Enhanced Scheduling and Optimization is enabled for each
service territory. USER PERMISSIONS
• For scheduling recurring holidays, only the first upcoming holiday is shown on the Gantt and To add holidays to operating
accounted for in scheduling and optimization. Subsequent holidays show on the Gantt after hours:
the first holiday passes. • Edit on operating hours
1. Create holidays in Setup. To create holidays:
• Manage Business Hours
2. From an operating hours record, go to the Operating Hours Holidays related list and click New.
Holidays
3. Search for and select a holiday, then save your changes.
Note: It can take a few minutes for newly created holidays to appear in the search results.
40
Field Service
4. Repeat these steps for each holiday.
SEE ALSO:
Set Up Support Holidays
Enable Enhanced Scheduling and Optimization
Set Up Shifts for Field Service

Shifts in Field Service let you define variable working periods for your shift-based workforce, such
EDITIONS
as contractors or on-call staff. Create shifts for particular dates and times when you need coverage,
and assign them to service resources. When the managed package is installed, scheduling and Available in: Lightning
optimization consider workforce availability during shifts. Experience

What Are Shifts? features, managed
Shifts let you set up work intervals that vary from day to day or week to week. You can extend package, and mobile app
or replace your operating hours with shifts. are available in Enterprise,
Create a Job Profile for Shifts Unlimited, and Developer
Editions.
In Field Service, a job profile lets you describe different types of shifts based on the required
skills—for example, a night manager versus weekend on-call worker. Add skills to a job profile
to indicate the experience or expertise that's required for a service resource.
Prepare Your Org for Shift Scheduling
Add rules, objectives, and constraints that help shift managers assign the right worker to shifts. You can account for a service resource’s
preferred hours with scheduling preferences. After you define your business objectives, the Get Candidates and Mass Shift Update
actions take your scheduling logic into account.
41
Field Service
Build Repeating Shift Patterns

Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time
and job profile. Then build a pattern that lists the shift templates to use each day.
What Are Shifts?

Shifts let you set up work intervals that vary from day to day or week to week. You can extend or
EDITIONS
replace your operating hours with shifts.
Shifts are similar to operating hours in Salesforce, with some key differences. Operating hours let Available in: Lightning
you define consistent, ongoing time slots when your team is available. Shifts, by contrast, let you Experience
define variable time slots that can vary from day to day. You can use both shifts and operating hours
to assign work, so that you can assign team members to shifts where and when they’re needed.
features, managed
For example, if you use operating hours for your regular weekday hours, you can create shifts to package, and mobile app
define weekend on-call duties. Shifts can also replace operating hours; for example, you can create are available in Enterprise,
shifts for a workforce of students or contractors that don’t have regular work hours. Unlimited, and Developer
Editions.
When the managed package is installed, scheduling and optimization consider shift availability.
Confirmed shifts appear on the Gantt.
Prerequisites for Using Shifts

Make sure that your Salesforce org meets the following requirements to use shifts.
• You must have at least one service territory.
• You must have at least one service resource who’s assigned to a service territory.
• To let them create shifts, give your shift and service managers access to view, create, and edit the following objects:
– Shifts
– Job Profiles
– Service Territories
– Service Resources
– Service Territory Memberships
• To select job profiles when you create shifts, add the Job Profile field to shift layouts.
• To select recordset filter criteria when you create shifts, add the Recordset Filter Criteria field to shift layouts. Give users access to
view the Recordset Filter Criteria object.
Limitations for Shift Management

• Scheduling and optimization features in the managed package don’t consider job profiles.
• On the Shifts tab, you can’t use the quick search box to filter.
• The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting the
filter type instead, for example by using the does not contain operator.
42
Field Service
Create a Job Profile for Shifts

In Field Service, a job profile lets you describe different types of shifts based on the required skills—for
EDITIONS
example, a night manager versus weekend on-call worker. Add skills to a job profile to indicate the
experience or expertise that's required for a service resource. Available in: Lightning
1. From the App Launcher, click Job Profiles. Experience
2. Click New. The Field Service core
3. Enter a name and description for the job profile. features, managed
4. Associate skills with the job profile. are available in Enterprise,
a. In the Related tab, next to Skill Requirements, click New. Unlimited, and Developer
Editions.
b. Select the skill and skill level that are required for the job profile. You can also create skills.
c. Click Save.
USER PERMISSIONS
To continue adding skills, repeat these steps.
To view, create, and update
5. Click Save.
shifts and job profiles
• View, create, and edit on
Shifts, Job Profiles,
Service Territories,
Service Resources,
Service Territory
Memberships
Prepare Your Org for Shift Scheduling

Add rules, objectives, and constraints that help shift managers assign the right worker to shifts. You can account for a service resource’s
preferred hours with scheduling preferences. After you define your business objectives, the Get Candidates and Mass Shift Update actions
take your scheduling logic into account.
Create a Scheduling Objective for Shifts

Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business
goals to the scheduling process.
Create a Scheduling Rule for Shifts
Create rules that define the scheduling logic when shifts are assigned to workers. Turn on the default rules, or create your own
scheduling rules.
Scheduling Rule Types
Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it
checks your rules.
Add Shift Scheduling Constraints
Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either
service resources or service territories. To match service resources to shifts, the work limit-type scheduling rule looks first for a
constraint on the service resource. If there isn’t one, then the rule looks for a scheduling constraint on the service territory.
SEE ALSO:
Assign and Update Field Service Shifts
43
Field Service
Create a Scheduling Objective for Shifts

Planners and administrators can optimize the shift scheduling process by adding Scheduling
EDITIONS
Objectives, which apply various business goals to the scheduling process.
Create scheduling objectives that reflect your scheduling goals. When a planner schedules service Available in: Lightning
resources, the scheduling engine gives each objective equal weight. For each objective, potential Experience
service resources are assigned a score to reflect how well the objective is met. The service resource
with the highest score is prioritized for shift scheduling.
features, managed
1. Access the Scheduling Objectives page. package, and mobile app
a. From Setup, in the Quick Find box, enter objectives, and then select Scheduling
Objectives.
Editions.
From the Scheduling Objectives page, you can:
• Select, customize, or create your own view of the data.
USER PERMISSIONS
• Create, edit, and delete scheduling objectives.
To set scheduling objectives:
2. Create a Scheduling Objective. • Field Service Standard
a. From the Scheduling Objective page, click New. AND
b. Enter a name and description. Customize Application
c. Select the Scheduling Objective Type.

We predefine these objective types.
• Agent Preference—When service resources define their preferred operating hours and create a service resource preference,
the scheduling tools consider each resource's preference when identifying candidates for shifts.
• Balance Shifts— Scheduling balances the number of shifts across agents within the specified time period.
• Balance Non-Standard Shifts—Scheduling balances the number of non-standard shifts across agents within the specified
time period.
d. Save your work.
44
Field Service
3. To edit a scheduling objective, open the dropdown action menu and select Edit.
4. To delete a scheduling objective, open the dropdown action menu and select Delete.
SEE ALSO:
Create a Scheduling Rule for Shifts

Create rules that define the scheduling logic when shifts are assigned to workers. Turn on the default
EDITIONS
rules, or create your own scheduling rules.
To create a scheduling rule: Available in: Lightning
Experience
1. From Setup, in the Quick Find box, enter rules, and then select Rules.
2. To create a new listview: The Field Service core
features, managed
a. Click the gear icon, and select New. package, and mobile app
b. Name your listview, and select who can view it. are available in Enterprise,
c. Save your changes.
Editions.
3. To create a scheduling rule, click New.
4. Name your scheduling rule and select a Scheduling Rule Type. USER PERMISSIONS
Note: The Match Queue rule type is available only with Workforce Engagement. To create scheduling rules:
5. Fill out the fields on the form and save your work. AND
Shift scheduling tools, including get candidates, batch assignment, and mass shift update, then Customize Application
check your rules when matching agents to shifts.
There are five default rules that you can use as examples. The default rules are turned off until you
enable them.
• Availability—only assign a service resource with availability.
• Match territory—only assign shifts in the service resource’s service territory.
• Match skill—only assign shifts if the service resource’s skills match the job profile skills.
• Enforce work limits—limit the number of work hours per day, week, or month, or limit the number of shifts per day, week, or month.
Define work limits in the Scheduling Constraint tab.
• Limit nonstandard shifts—Use the Non-Standard checkbox on shifts and shift templates to flag undesirable shifts to limit how many
non-standard shifts are assigned to each resource per month. For example, if the limit is two then a resource assigned to two
non-standard shifts won’t be assigned to a third.
SEE ALSO:
45
Field Service
Scheduling Rule Types

Scheduling rules help match service resources to shifts. When the scheduling logic looks for service
EDITIONS
resources to assign to shifts, it checks your rules.
Available in: Lightning
Scheduling Rule Type Description Experience
Availability Checks if the service resource is available to be The Field Service core
assigned to a shift. The Availability rule checks features, managed
for the following conditions: package, and mobile app
• The shift doesn’t overlap with an existing are available in Enterprise,
shift. Unlimited, and Developer
Editions.
• No resource absence is scheduled.
• The operating hours on the primary territory
align with the shift duration.
Limit Non-Standard Shifts Checks if the service resource has reached the
monthly limit for non-standard shifts. Specify
the limit in a scheduling constraint on each
service resource or service territory.
Match Skills Checks if the service resource has the

appropriate skills to be assigned to the shift. Skill
levels aren’t considered.
Match Queues Checks if the service resource is a member of

the appropriate queue to be assigned to the
shift. The Match Queue rule type is only available
if Workforce Engagement is enabled.
Match Territory Required: Checks if the service resource belongs

to the shift’s territory.
Work Limit Checks if the service resource can handle the

work unit maximum. You decide if the work unit
max is measured in hours or shifts; choose a
specific scheduling constraint to define the type
of work required; and decide if the max is per
day, week, or month. You can create custom
scheduling constraints.
46
Field Service
Add Shift Scheduling Constraints

Scheduling constraints set boundaries for when work happens and how much work is done. Set
EDITIONS
scheduling constraints on either service resources or service territories. To match service resources
to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If Available in: Lightning
there isn’t one, then the rule looks for a scheduling constraint on the service territory. Experience
Define a scheduling constraint for each service resource, either on the service resource record or
on the service territory. If you don’t know what limits to set, it’s OK to set up constraints with empty
features, managed
values. package, and mobile app
Note: You can create up to 50 scheduling constraints. are available in Enterprise,
1. Open Scheduling Constraints in the App Launcher. Editions.
2. Click New.
3. Name your scheduling constraint, then fill out the related details.
5. Open Service Resources or Service Territories from the App Launcher.
6. Open the Service Resource or Service Territory where you want to add a constraint.
7. In the Scheduling Constraints field, add your constraint, and save your changes.

Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create
EDITIONS
templates that define the start time and job profile. Then build a pattern that lists the shift templates
to use each day. Available in: Lightning
Your team can use the New from Pattern action to quickly create shifts from templates. First, you Experience
build the templates and shift patterns.
Example: Example 1: Daily Delivery Shifts features, managed
Build a daily pattern of shift templates for your delivery workers. For example, a restaurant are available in Enterprise,
has a morning, afternoon, and evening delivery shift. Unlimited, and Developer
First, add shift templates with the following details: Editions. Shift Scheduling
and Workforce Engagement
Template Name Job Profile Start Time Duration are available in Enterprise,
Performance, and
Delivery, Morning Food delivery 6:00 AM 8 Unlimited Editions.
Delivery, Afternoon Food delivery 12:00 PM 8
Delivery, Evening Food delivery 4:00 PM 8
Next, create a shift pattern.
Field Value
Shift Template Name Daily delivery shifts
Pattern Length 1
47
Field Service
For the shift pattern entries, add the morning, afternoon, and evening delivery shift templates. Because the pattern is for a single
day, the Day Position is one for each of the templates. When the shifts are created, you can optionally assign a service territory and
service resource to the shifts. You can’t assign multiple territories or resources, so we recommend keeping the patterns fairly simple.
Example: Example 2: Weekly Regular Hours

Build a five- or seven-day pattern of shift templates for your regular hours. A hotel staffs a front desk clerk each day from 8:00 AM
to 4:00 PM and from 4:00 PM to 12:00 AM. On Thursday, Friday, and Saturday there’s an extra shift from 12:00 PM to 8:00 PM.
First, add shift templates with the following details:
Template Name Job Profile Start Time Duration

Desk, Morning Front desk 8:00 AM 8
Desk, Evening Front desk 4:00 PM 8
Desk, Weekend Surge Front desk 12:00 PM 8
Next, create a shift pattern.
Field Value
Shift Template Name Front desk shifts, Weekly (Monday)
Pattern Length 7
For the shift pattern entries, add the morning, afternoon, and weekend shift templates.
• Add the morning shift seven times, iterating through the day positions 1 through 7.
• Add the evening shift seven times, iterating through the day positions 1 through 7.
• Because the pattern starts on Monday, add the weekend surge shifts for Day Position four, five, and 6.
You now have a shift pattern that creates 17 shifts per week.
Create Shift Templates

Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time,
and job profile.
Create Shift Patterns
Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts
from templates.
48
Field Service
Create Shift Templates

Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts
EDITIONS
such as the duration, start time, and job profile.
1. From the App Launcher, click Shift Templates. Available in: Lightning
Experience
2. Click New.
3. Enter a name and description for the template. The Field Service core
features, managed
4. Enter the start time and duration. package, and mobile app
5. Optionally, select a job profile. are available in Enterprise,
6. Save the template.
Editions.
USER PERMISSIONS

shift templates
Shift Templates,
AND
View on Job Profiles,
Service Territories
49
Field Service
Create Shift Patterns

Create shift patterns that store commonly used sets of shifts. Your team can use the New from
EDITIONS
Pattern action to quickly create shifts from templates.
1. Available in: Lightning
From the App Launcher , select Shift Patterns. Experience
2. Click New. The Field Service core
3. Enter a name and description for the pattern. features, managed
We recommend that you include key details in the shift pattern name. For example, you can
include in the intended start day of a multi-day pattern such as Weekly Regular Hours
(Monday).
Editions. Shift Scheduling
4. Click Save. and Workforce Engagement
5. Switch to the Related tab. Performance, and
6. Find the Shift Pattern Entries related list and add the appropriate shift templates. Unlimited Editions.
7. To add a template, click New and then fill out the form fields.
To create multiple shifts per day with the same details, you can add the same template multiple USER PERMISSIONS
times. You can also add the same template to different days of the week by changing the day
position.
shift patterns
Shifts, Shift Patterns, Shift
Pattern Entries
8. Make sure that the shift templates and the shift pattern are active.
50
Field Service Set Up Work Order Management for Field Service
Set Up Work Order Management for Field Service

A work order represents work to be performed on your customers’ products. Customize your work
EDITIONS
order settings and create time-saving templates called work types.
Create Work Types for Field Service Classic (not available in all
Chances are, your business performs the same tasks for multiple customers. Work types are orgs) and Lightning
templates that save you time and make it easier to standardize your field service work. Experience
Customize Work Order Settings for Field Service The Field Service core
To control how your team works with work orders and work types, customize page layouts and features, managed
assign user permissions. package, and mobile app
Set Up Knowledge for Work Orders Unlimited, and Developer
Attach knowledge articles to Field Service work orders, work order line items, and work types Editions.
to share guidelines and specs with mobile workers in the field. Learn how to customize page
layouts to let your team view or manage attached articles, also known as linked articles.
Set Up Path for Field Service
To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line
items, and service appointments.
Setup for Maintenance Work Rules
For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage of Field Service maintenance
work rules.
SEE ALSO:
51
Create Work Types for Field Service

Chances are, your business performs the same tasks for multiple customers. Work types are templates
EDITIONS
that save you time and make it easier to standardize your field service work.
Before you start, make a list of the work types you want to create. For example, a heater installation Available in: both Salesforce
company can create work types names Install Heater, Repair Heater, and Replace Heater. List the Classic (not available in all
skills and parts required to complete each task, and any knowledge articles that should be attached orgs) and Lightning
to it such as specs or guidelines. Experience
If the Field Service managed package is installed, use Guided Setup to quickly create your work The Field Service core
types. features, managed
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab.
2. Click Go to Guided Setup. When you launch guided setup, your Field Service permission sets Editions.
are scanned to make sure that they’re up-to-date. You see a message if you’re missing a necessary
permission.
USER PERMISSIONS
3. Click Create Work Types and Skills.
To create work types:
4. Enter a name to create a work type, and update the Name, Description, Due Date Offset, and
• Create on work types
Estimated Duration.
To apply work types to work
Tip: Hover over each field’s info icon for help filling it out. orders or work order line
items:
5. Select Auto-Create Service Appointment to generate a child service appointment when a • Edit on work orders
work order or work order line item is created from the work type.
6. Optionally, add required skills to represent the expertise or certification needed to complete
the work. You can add a skill level from the work type’s Skill Requirements related list, outside of Guided Setup.
7. To update additional fields and add supporting records, select a work type in the list and click Open Work Type Record.
8. To apply a work type to a work order or work order line item, select the work type in the Work Type field on the record when creating
it. When you add a work type, the record inherits settings from the work type.
If the managed package isn’t installed, create and manage work types from the Work Types tab.
52
Guidelines for Creating Work Types for Field Service

Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products,
auto-created service appointments, and attaching knowledge articles.
Create Skills for Field Service
Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders,
and work order line items to indicate the skills needed to complete the work.
SEE ALSO:
Work Type Fields for Field Service
Add Required Skills to Work Orders or Work Types for Field Service
Attach Knowledge Articles to Work Orders or Work Types
Track Required Inventory in Field Service
Trailhead: Field Service Center Customization

Work types help you standardize your field service processes. Learn about inherited work type
EDITIONS
settings, required skills and products, auto-created service appointments, and attaching knowledge
articles. Available in: both Salesforce
Work orders and work order line items that contain a value in the Work Type field inherit the following Classic (not available in all
values from their work type: orgs) and Lightning
Experience
• Duration
• Duration Type The Field Service core
features, managed
• Required skills (found in the Skill Requirements related list)
• Required products (found in the Products Required related list) are available in Enterprise,
• Linked articles (found in the Articles related list) Unlimited, and Developer
Editions.
Service appointments with a value in the Work Type field inherit their work type’s Duration and
Duration Type.
You can update a record’s settings after they’re inherited from the work type.
Skill Requirements
Skill requirements on work types represent the skills that are needed to complete the work. Work orders and work order line items inherit
their work type’s skill requirements. Define required skills in the Skill Requirements related list.
You can enforce skill requirements during schedule optimization using the Match Skills work rule in a scheduling policy. If you’re not
using the Field Service managed package, skill requirements serve as a suggestion rather than a requirement.
If you add a work type to an existing work order, the work order only inherits the skill requirements if the work order didn’t yet have any.
Similarly, updating a work type’s skill requirements doesn’t affect work orders that were already created using that work type.
The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s skill requirements.
Note: Customizations to skill requirements, such as validation rules or Apex triggers, are not carried over from work types to work
orders and work order line items.
53
Required Products
Required products on work types represent the products that are needed to complete the work. Work orders and work order line items
inherit their work type’s required products. Define required products in the Products Required related list.
If you add a work type to an existing work order, the work order only inherits the required products if the work order didn’t yet have any.
Similarly, updating a work type’s required products doesn’t affect work orders that were already created using that work type.
The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s required products.
Note: Customizations to required products, such as validation rules or Apex triggers, are not carried over from work types to work
orders and work order line items.
Auto-Created Service Appointments

If the Auto-Create Service Appointment option on a work type is selected, a service appointment is created when the work type is applied
to a work order or work order line item. The service appointment lists the work type in its Work Type field and inherits the work type’s
Duration and Duration Type. A service appointment isn’t created if the work order or work order line item already has an appointment.
If a user selects Auto-Create Service Appointment on an existing work type, service appointments aren’t created on work orders and
work order line items that were already using the work type.
Exact Appointments Setting

When you schedule a service appointment that has an associated work type, scheduling also considers the Exact Appointments field in
the work type. If Exact Appointments is selected in the work type, then the appointment’s time slot reflects the duration of the work
rather than a time window in which the work occurs.
Knowledge Articles
When you attach a knowledge article to a work type, the article shows up on work orders and work order line items that use the work
type. For example, if you have a work type named Solar Panel Replacement, you can attach an article that explains how to replace a
solar panel. Any work order using that work type automatically includes the article, and the person assigned to the work order has the
instructions at their fingertips.
Articles on work types work a little differently than articles on work orders and work order line items. Here are the differences:
• A Linked Work Types related list isn’t available on article page layouts, so you can’t see which work types an article is attached to.
• The Knowledge One widget isn’t available on work types in the console in Salesforce Classic, but the Articles related list is.
• To ensure that field service records are associated with the most current versions of knowledge articles, articles attached to work
types don’t specify an article version. For this reason:
– When work orders and work order line items inherit an article from their work type, they inherit the latest version of the article
published in their org’s default Knowledge Settings language.
– An article attached to a work type may display in a different title or language in the Articles related list versus in the Knowledge
Lightning component. The Articles related list reflects the article version that is inherited by work orders and work order line
items using the work type.
SEE ALSO:
Set Up Knowledge for Work Orders
54

Create and update skills in Setup: Customize Application Available in: both Salesforce
Assign skills to service resources: Edit on service resources
orgs) and Lightning
View service resources’ skills: Read on service resources Experience
Add required skills to work orders or work Edit on work orders The Field Service core
order line items: features, managed
Add required skills to work types: Edit on work types are available in Enterprise,
Editions.
Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements
to work types, work orders, and work order line items to indicate the skills needed to complete the
work.
If the Field Service managed package is installed, you can easily create and assign skills in Guided Setup when you create work types
and service resources.
If you’re not using Guided Setup, create skills in Setup first. Then, assign them to service resources or create skill requirements.
Note: The Field Service managed package comes with the Skill Selector Visualforce page component
(vf034_Skill_Selector_V2_Resource_Page) that supports up to 3000 records listed alphabetically by skill name. Any other skills
aren’t loaded, such that even if they’re assigned, they aren’t displayed.
1. Decide how to measure skill level. Skills and skill requirements can be assigned a skill level between 0 and 99.99. For example, use
the Skill Level field to indicate years of experience, or create a matrix that corresponds professional license classes to skill level
numbers.
Tip:
• Create validation rules to limit potential skill level values. For example, only allow multiples of 10.
• Create field-level help to let your users know how skill level is determined.
2. Create skills in Setup (supported only in Salesforce Classic).

a. From Setup in Salesforce Classic, enter Skills in the Quick Find box, then select Skills under Field Service.
b. Enter a name, like Electrician Certification, and a description.
c. Skip the Assign Users and Assign Profiles sections, which are specific to Chat.
d. Save your changes.
3. Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience).
a. From a service resource record, create a resource skill in the Skills related list.
b. Select a skill, and enter a skill level from 0 to 99.99.
c. Enter a start date and, if needed, an end date. For example, if a mobile worker must be recertified in a particular skill every six
months, enter an end date that’s six months later than the start date.
d. Save your skill.
55
4. Add the skill as a requirement on work types, work orders, or work order line items (supported in both Salesforce Classic and Lightning
Experience). Work orders and work order line items inherit their work type’s skill requirements.
a. From a work type, work order, or work order line item record, create a skill requirement in the Skill Requirements related list.
b. Select a skill, and enter a skill level from 0 to 99.99.
c. Save your skill requirement.
SEE ALSO:
Skill Fields for Field Service
Create Service Resources for Field Service
Customize Work Order Settings for Field Service

To control how your team works with work orders and work types, customize page layouts and
EDITIONS
assign user permissions.
1. Assign user permissions. Available in: both Salesforce
Users Who Will... Need These Permissions Permissions Are orgs) and Lightning
Auto-Enabled on These Experience
Standard Profiles
Enable Field Service Customize Application System Administrator features, managed
View the Work Orders tab, Read on work orders Read Only, Standard User, are available in Enterprise,
work orders, and work order Solution Manager, Contract Unlimited, and Developer
line items Manager, Marketing User, and Editions.
System Administrator
Create or clone work orders Create on work orders Standard User, Solution USER PERMISSIONS
Manager, Contract Manager,
Marketing User, and System To edit page layouts and set
field history tracking:
Administrator
Edit work orders Edit on work orders Standard User, Solution To create and edit users:
Manager, Contract Manager, • Manage Internal Users
Marketing User, and System
Administrator
Delete work orders Delete on work orders System Administrator
Create, clone, edit, or delete Edit on work orders Standard User, Solution
work order line items Manager, Contract Manager,
Marketing User, and System
Administrator
56
2. Customize the fields and related lists on the following objects’ page layouts.
Note: If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup,
select Rename Tabs and Labels, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations

Work Order • Arrange the fields. The default layout includes only some of the available fields.
• Confirm that your page layout has the desired related lists:
– Child Work Orders: The work order’s child work orders
– Object Milestones: Milestones on the work order (available only if entitlement management is
set up)
– Products Consumed: Products used during the completion of the work order
– Product Requests: Products requested for the work order
– Product Request Line Items: Line items on product requests
– Products Required: Products needed to complete the work order
– Resource Preferences: Preferred, required, or excluded service resources on the work order
– Service Appointments: Appointments indicating when the work is scheduled
– Service Reports: Reports summarizing the work for customers
– Skill Requirements: Skills needed to complete the work order
– Time Sheet Entries: Schedule of mobile workers’ time spent on the work order
– Work Order Line Items: Sub tasks or steps on the work order
• Optionally, add your own custom values to the Status picklist field. The Status field comes with these
default values:
– New
– In Progress
– On Hold
– Completed
– Cannot Complete
– Closed
– Canceled
When you create a custom value, select a status category that the value falls into. The available status
categories match the default status values. For example, if you create a Customer Absent value, you
may decide that it belongs in the Cannot Complete category.
To learn which processes reference Status Category, see How are Status Categories Used?
Work Order Line Item • Arrange the fields. The default layout includes only some of the available fields.
• Optionally, add your own custom values to the Status picklist field. The Status field is identical to
the Status field on work orders.
– Child Work Order Line Items: The line item’s child line items
– Product Request Line Items: Line items on product requests
57
Page Layout Recommended Customizations

– Product Requests: Products requested for the line item
– Products Consumed: Products used during the completion of the line item
– Products Required: Products needed to complete the line item
– Service Appointments: Appointments indicating when the work is scheduled
– Service Reports: Reports summarizing the work for customers
– Skill Requirements: Skills needed to complete the line item
– Time Sheet Entries: Schedule of mobile workers’ time spent on the line item
Work Type • Arrange the fields. The default layout includes only some of the available fields.
– Products Required: The products needed to complete the work. Work orders and work order
line items inherit their work type’s required products.
– Skill Requirements: The skills needed to complete the work. Work orders and work order line
items inherit their work type’s skill requirements.
a. To let users view and manage work orders in a variety of places, add the Work Orders related list to any of the following objects’
page layouts.
• Accounts
• Assets
• Cases
• Contacts
• Entitlements
• Maintenance plans
Note: Before adding the related list, update the field-level security for the Maintenance Plan and Suggested
Maintenance Date fields on work orders to make them available to users.
• Return orders
• Return order line items
• Service contracts
How are Status Categories Used?

Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which
come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom
status values while maintaining a consistent work classification for tracking, reporting, and business process management.
SEE ALSO:
Work Order Fields for Field Service
Work Order Line Item Fields for Field Service
58

Service appointments, work orders, and work order line items have two status-related fields—Status
EDITIONS
and Status Category—which come with the same standard values. Status categories, which are
referenced in many field service processes, allow you to use custom status values while maintaining Available in: both Salesforce
a consistent work classification for tracking, reporting, and business process management. Classic (not available in all
When you create a custom Status value, you must indicate which category it belongs to. For example, orgs) and Lightning
if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete Experience
category. The Field Service core
View and manage status values in Setup by navigating to the Status field settings for service features, managed
appointments, work orders, or work order line items. package, and mobile app
Editions.
Many field service triggers and processes are based on appointment, work order, or work order line item status. To ensure that these
processes work as expected when custom statuses are in use, Salesforce references the Status Category field—rather than the Status
field— before making changes.
The following field service processes are based on status category, rather than status. If you create custom status values or reference the
Status or Status Category fields in custom apps, triggers, or validation rules, keep these in mind.
• Status-based sharing rules for work orders, work order line items, and service appointments
• Status-based paths on work orders, work order line items, and service appointments
• Dispatcher console appointment list filters
• Dispatch scheduled jobs, which are triggered by an appointment’s status category being updated to Dispatched
• Dispatch Chatter notification settings, which are triggered by an appointment’s status category being changed to Dispatched
• Dispatch drip feed—found in the Field Service Admin app > Field Service Settings tab > Dispatch—which dispatches one or
more appointments when the assigned resource’s previous appointment’s status category changes from Dispatched or In-Progress
to Canceled, Completed, or Cannot Complete
• Calendar syncing, which checks for appointments whose status category is Dispatched
• Completed icon on the dispatcher console map, which appears when an appointment’s status category changes to Completed
• KPI for completed service appointments shown on the Gantt, capacity view, and service resource view, which is based on appointments
whose status category is Completed
59

Attach knowledge articles to Field Service work orders, work order line items, and work types to
EDITIONS
share guidelines and specs with mobile workers in the field. Learn how to customize page layouts
to let your team view or manage attached articles, also known as linked articles. Available in: both Salesforce
Important: Knowledge must already be set up in your org. Classic (not available in all
orgs) and Lightning
1. Add the Articles related list to work order and work order line item page layouts. Experience
2. Let Lightning Experience users manage attached articles. In Lightning Experience, add the The Field Service core
Knowledge component to your work order, work order line item, and work type detail page features, managed
layouts. package, and mobile app
3. Let users view and modify attached articles from the console. In the layout editor for work orders
and work order line items, select Custom Console Components and add the Knowledge One
Editions.
widget to the console sidebar.
4. The Knowledge One console widget suggests articles to attach based on key fields. Select the
fields that suggestions are based on. (The Knowledge Lightning component doesn’t offer article
USER PERMISSIONS
suggestions.) To attach or detach an
a. In Setup, enter Field Service in the Quick Find box, then select Field Service article on a work order or
Settings. work order line item:
• Read on work orders
b. Select the fields that the search engine should scan to suggest relevant articles from your AND Read on the article
knowledge base. type AND Knowledge
enabled
To attach or detach an
5. Optionally, customize linked article page layouts, fields, validation rules, and more in Setup. article on a work type:
• In Lightning Experience, navigate to Linked Article in the Object Manager. • Read on work types AND
Read on the article type
• In Salesforce Classic, navigate to the Linked Articles page under Knowledge. AND Knowledge
enabled
Note: Linked articles include the following limitations.
To edit page layouts:
• Quick actions and global actions aren’t supported for linked articles. • Customize Application
• The Article widget and Feed Articles Tool aren’t available in the feed view. To edit console layouts:
• In Lightning Experience, clicking an article link in a feed item redirects you to the article • Customize Application
page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed AND Service Cloud User
from feed items.
• The Knowledge One widget isn’t available on work types in the console. To manage linked
articles on work types in the console, use the Articles related list.
SEE ALSO:
View Knowledge Articles in the Field Service Mobile App
Linked Article Fields
60
Set Up Path for Field Service

To guide your team as they complete field service jobs, add an interactive, color-coded progress
EDITIONS
bar to work orders, work order line items, and service appointments.
With Path, your team can quickly see a record’s status and how close it is to completion, and update Available in: both Salesforce
the status by clicking the desired value on the path. Classic (not available in all
orgs) and Lightning
Experience

features, managed
Editions.
USER PERMISSIONS
To set up a path:
• Modify All Data
To create, customize, or
publish an Experience Cloud
site:
• Create and Set Up
Experiences AND View
Setup and Configuration
You can set up one path per record type. The steps in a path (1) correspond to the Status picklist values. Help users succeed by displaying
up to five key fields and handy step-specific guidance beneath each path step (2).
Several statuses can represent the record’s conclusion: Canceled, Cannot Complete, Completed, and Closed. Therefore, the last stage of
the path displays as Final Status when the record is open. Users are prompted to select a final status from these values when they try
to close the record, and the path then shows the selected final status. The order of the path steps is based on the order of the values in
the Status picklist, though statuses representing conclusion are grouped in the final step.
Path is available for work orders, work order line items, and service appointments in Lightning Experience and Experience Builder sites.
It isn’t available in Salesforce Classic, the Salesforce mobile app, or the Field Service mobile app.
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1. On the Path Settings page in Setup, enable Path. Select Remember User's Path Preferences to let users decide whether
the path remembers its previous state or is always closed when the page loads.
2. If you plan to create a path based on the Status field for a field service object, assign a status category to each status. From the field
settings for the object’s Status picklist field in Setup, click Edit next to a value. Select the corresponding status category and save
your changes. Status categories determine which statuses are grouped in the Final Status stage on the path, and are also used in
scheduling.
3. From the Path Settings page in Setup, follow the prompts to create a path for the Work Order, Work Order Line Item, or Service
Appointment object. Paths can be based on the Status field or a custom picklist. Optionally, select key fields or add guidance for
each step in the path.
4. To add your path to record detail pages in your org, drag the Path component onto the object detail page in Builder.
5. To add your path to an Experience Builder site, drag the Path component onto the object detail page in Experience Builder.
SEE ALSO:
Lightning Flow for Service and the Actions & Recommendations Component
Setup for Maintenance Work Rules

For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage
EDITIONS
of Field Service maintenance work rules.
• In permission sets or profiles, Available in: both Salesforce
– enable the Maintenance Work Rule tab.
orgs) and Lightning
– enable Field Level Security on Maintenance Plan and Maintenance Asset fields on the Experience
Maintenance Work Rule for profiles.
• Add the Maintenance Work Rule related list to the maintenance plan and maintenance assets features, managed
page layout. package, and mobile app
• On the Maintenance Work Rule page layout, click Maintenance Asset properties in the are available in Enterprise,
Maintenance Work Rule Detail section and uncheck Required in the Field Properties for Unlimited, and Developer
Maintenance Asset. Editions.
62
Field Service Set Up Your Field Service Workforce
Set Up Your Field Service Workforce

Create service resources and service crews to represent your mobile workforce. Then, assign
EDITIONS
permission sets to members of your team who work as dispatchers or support agents.
Create Service Resources for Field Service Classic (not available in all
Service resources are individual users or groups of users—known as service crews—who can orgs) and Lightning
perform field service work. Create service resources so you can assign service appointments to Experience
them. The Field Service core
Create Service Crews features, managed
Set up teams who can be assigned to field service appointments as a unit. A service crew is a package, and mobile app
group of service resources whose combined skills and experience make them a good fit to work
together on appointments. For example, a wellhead repair crew might include a hydrologist,
Editions.
a mechanical engineer, and an electrician.
Set Up Crew Management
Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create
service crews and update service crew membership.
By default, all users can view and update work orders, work order line items, and service appointments. You can limit access to these
records so that your team members see only the records that are relevant to them.
Sync Services and Resource Absences with Events Field Service Using Calendar Sync
You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource
absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create
events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce.
SEE ALSO:

To create service resources: Create on service resources Available in: both Salesforce
To deactivate service resources: Edit on service resources
orgs) and Lightning
To view resource capacities: Read on service resources Experience
To create, update, or delete resource Edit on service resources The Field Service core
capacities: features, managed
To view service resource skills: Read on service resources are available in Enterprise,
To create, update, or delete service resource Edit on service resources Unlimited, and Developer
skills: Editions.
To view, create, edit, or delete resource Read on service resources AND Edit on
absences: service resources
63
To delete resource absences: Edit on service resources
Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service
resources so you can assign service appointments to them.
Tip: If the Field Service managed package is installed, you can use Guided Setup to quickly create service resources and assign
them the proper permission sets. From the App Launcher, find and open the Field Service Admin app, and then click the Field
Service Settings tab. Click Go to Guided Setup > Create Service Resources and follow the guidance to update or create
service resources.
1. From the Service Resources tab, click New.
2. Select a user and enter a resource name—typically, the user’s name.
3. If the resource represents an individual user, select the user in the User field. If the resource represents a service crew, leave the User
field blank and select the crew in the Service Crew field. Service resources must list a user or a service crew.
4. Select Active to be able to assign the resource to service appointments. Inactive resources also can’t access the Field Service mobile
app.
5. Indicate whether the resource is a technician (a mobile worker), dispatcher, or crew.
Note: Field Service users can see Asset as a picklist option in the Resource Type field. However, you can’t save the record
when you select Asset in an org that doesn’t have access to Lightning Scheduler.
Resources who are dispatchers can’t be capacity-based, included in schedule optimization, or added to service crews. Only users
with the Field Service Dispatcher permission set license can be dispatchers.
6. Enter a location if applicable. Service resources might be linked to a location if they manage or operate the location (such as a
warehouse or van). A location can’t be linked to more than one service resource.
7. Select Capacity-Based if the resource is limited to working a certain number of hours or appointments in a specified time period.
You can define the resource’s capacity in the Capacities related list.
Contractors are likely capacity-based.
8. Select Include in Scheduling Optimization to check if the resource has the permission set license needed for optimization.
To be included in optimization, users need the Field Service Scheduling permission set license.
9. Complete the remaining fields as needed, and save your changes.

Once a resource is created, add details in their related lists.
Service Territories
Select the territories where the resource is available to work. For each territory, select a type:
• Primary: (One territory) Where the resource works most often—for instance, near their home base.
• Secondary: (One or more territories) Where they can be assigned to appointments if needed. Secondary territory membership
dates can overlap.
• Relocation: (One or more territories) Represents a temporary move.
Skills
Assign skills to indicate the resource’s areas of expertise. Optionally, enter a skill level of 0–99.99.
Try to track only skills that factor into scheduling decisions. For example, don’t include skills that are common among all service
resources. Aim to assign fewer than 50 skills to each service resource.
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Define Capacity-Based Resources

Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they
aren’t overbooked during schedule optimization.
Estimate a Service Resource’s Efficiency
People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to
facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time.
Guidelines for Creating Service Resources for Field Service
Learn how to view, create, and manage service resources to keep your field service operation running smoothly.
If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to
incorporate contractors into your field service processes.
SEE ALSO:
Service Resource Fields for Field Service

Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they
aren’t overbooked during schedule optimization.
1. To indicate that a service resource is capacity-based, select Capacity-Based on the resource record and save your change.
2. In the Capacities related list, click New.
3. Enter the capacity start and end dates—for example, enter the resource’s contract dates. If the Time Period is set to Day, enter the
same start and end dates.
4. Specify how much the resource can work.
• For Time Period, select the time period that the capacity is based on. For example, if the resource can work 8 hours a day, select
Day.
With Enhanced Scheduling and Optimization, you must select Day. The Week and Month options aren’t supported.
• For Hours per Time Period, base the resource’s capacity on the number of hours worked. For example, if the resource can work
8 hours a day, enter 8.
• For Work Items per Time Period, base the resource’s capacity on the number of service appointments assigned to them. For
example, if the resource can complete 5 appointments a day, enter 5.
5. Save your changes. You can create multiple capacities for a resource as long as the start and end dates don’t overlap.
On the Gantt, you can see the percentage of booked capacity. You can also click the banner to see more details.
65
Tip: To create a capacity for a date range, add the Capacity Calendar to the Service Resource layout. To create a capacity for only
one criterion (Hours per Time Period or Work Items per Time Period), make sure to delete the default value of 0.
Considerations When Using Enhanced Scheduling and Optimization

Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization.
• The Fix Overlaps feature isn’t supported for capacity-based service resources.
• Schedule optimization supports daily capacity, but not weekly or monthly.
• Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based
service resources.
• If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt.
• Capacity-based resources can’t be assigned to appointments that have a scheduling dependency.
• Capacity-based resources can’t be relocated or assigned to a secondary service territory.
• If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0.
However, on the Gantt, this value is considered empty.
• If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still
shows on the Gantt.
• Capacity-Based Resources doesn’t support complex work.
• Up to 5,000 objects (service appointments and service resources) are supported overall in any optimization or scheduling actions.
• Day is the only time period supported. The Week and Month options aren’t supported.
• The capacity banner on the Gantt doesn’t show the capacity percentage. Additionally, if you click the capacity banner to see more
details, the details window isn’t updated accordingly.
• Capacity-based resources can’t use the Count work rule.
• You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular
resources.
Considerations When Not Using Enhanced Scheduling and Optimization

Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization.
• The Fix Overlaps feature isn’t supported for capacity-based service resources.
• Schedule optimization supports daily capacity, but not weekly or monthly.
66
• Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based
service resources.
• If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt.
• Capacity-based resources can’t be assigned to appointments that have a scheduling dependency.
• Capacity-based resources can’t be relocated or assigned to a secondary service territory.
• If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0.
However, on the Gantt, this value is considered empty.
• If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still
shows on the Gantt.
• You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can
manually drag service appointments to capacity-based resources, but Scheduling and Optimization doesn’t schedule those
appointments. You can manually schedule the appointments.
• You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular
resources.
SEE ALSO:
Set Up Field Service in Experience Cloud Sites
Estimate a Service Resource’s Efficiency

People work at different paces depending on their skills and level of experience. Assign an efficiency
EDITIONS
score to service resources to facilitate scheduling. The scores are considered during scheduling and
can affect an appointment’s scheduled end time. Available in: both Salesforce
orgs) and Lightning
In the Efficiency field on a service resource record, enter a value from 0.1 through 10. An efficiency Experience
of 1 means that the mobile worker works at a typical or average speed. An efficiency greater than
1 means that the mobile worker works faster than average. Less than 1 means that the mobile
features, managed
worker works slower than average. Resource efficiency is rounded up when using Enhanced
Scheduling and Optimization.
During schedule optimization, the following formula is used to estimate the time that a mobile Unlimited, and Developer
worker needs to complete an appointment: Duration / Efficiency = Actual time to perform an Editions.
appointment
Tip: To give preference to highly efficient service resources in schedule optimization, create
a Resource Priority service objective based on the service resource Efficiency field.
Example: The estimated duration on the Battery Replacement work type is 60 minutes.
• Alexander, an expert, has an efficiency of 2.0. If Alexander is assigned to a Battery Replacement appointment, the appointment
is scheduled to end 30 minutes after the scheduled start (60/2=30).
• Jane, a mobile worker, has an efficiency of 1.0. If Jane is assigned to a Battery Replacement appointment, the appointment is
scheduled to end 1 hour after the scheduled start (60/1=60).
• Janice, a junior worker, has an efficiency of 0.5. If Janice is assigned to a Battery Replacement appointment, the appointment
is scheduled to end 2 hours after the scheduled start (60/0.5=120).
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Learn how to view, create, and manage service resources to keep your field service operation running
EDITIONS
smoothly.
View Service Resources Classic (not available in all
orgs) and Lightning
View service resources on the Create Service Resources page in Guided Setup or the Service Experience
Resources tab. In addition:
• Resources that are assigned to a service appointment appear in the Assigned Resources related
features, managed
list on the appointment detail page.
• Resources that belong to a service territory appear in the Service Territory Members related list are available in Enterprise,
on the territory detail page. Unlimited, and Developer
• Resources that belong to a service crew appear in the Service Crew Members related list on the Editions.
service crew detail page.
Create Service Resources

Create service resources from the Create Service Resources page in Guided Setup or the Service Resources tab. Service resources can
represent users or groups of users (known as service crews). When creating service resources, follow these guidelines:
• To create a service resource that represents a user, select the user in the User lookup field and select a Resource Type of Technician.
• To create a service resource that represents a service crew, select the crew in the Service Crew field and select a Resource Type of
Crew. Service resources that are crews can’t be activated unless the crew has at least one active member.
Assign Service Resources to Service Appointments

Manually assign a resource to a service appointment from the Assigned Resources related list on the appointment detail page. You can
assign multiple resources to an appointment. Optionally, indicate which service crew a service resource belongs to in the Service Crew
field on the assigned resource record.
To access assigned resource records, you need access to service appointments.
Deactivate Service Resources

For tracking purposes, resources can only be deactivated, not deleted. To deactivate a user, deselect Active on their detail page.
Service resources that belong to service crews can’t be deactivated. If you deactivate a service resource, make sure to update records
that were associated with that resource. For example, if a deactivated service resource was a required resource for an account, update
that account to prevent scheduling issues.
Deactivating a user deactivates the related service resource. You can’t create a service resource that is linked to an inactive user.
Reactivating a user doesn’t reactivate the related service resource. If you reactivate a user, you must reassign the user permissions to
activate that service resource.
Note: After a user account is deactivated, the user is no longer visible on the Gantt. Let’s say a user just left your company. To
enable the dispatcher to work on the user’s service appointments and prevent the user from logging in to your organization, freeze
the user account before deactivating the user. Keep in mind that even though the user account is frozen, the service appointment
can be assigned to a service resource related to the user.
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View Service Resource Schedules

The Service Appointments related list shows all appointments that a resource is assigned to, while the Absences related list shows define
periods of time when the resource is unavailable to work. The Service Resource Availability work rule type ensures that resources aren’t
assigned to appointments when they’re absent. Otherwise, resources can be manually assigned to appointments that conflict with their
absences.
Tip: Create a trigger that sends an approval request to a supervisor when a resource creates an absence.
SEE ALSO:
Create Service Crews
Freeze or Unfreeze User Accounts

If you run a field service operation, it’s likely that you work with contractors in addition to your
EDITIONS
full-time employees. Learn how to incorporate contractors into your field service processes.
Get Set Up Classic (not available in all
orgs) and Lightning
The way you track contract work in Salesforce depends on how you want to track capacity, assign Experience
appointments, and exchange data with contractors. Follow these basic steps to add contractors.
Create an account and contacts
features, managed
Create an account that represents the contractor such as Solar Installation Contracting. Then
create contacts linked to the account. Create at least one contact for the contractor manager. are available in Enterprise,
If other contractors need access to Experience Builder sites, create contacts for each user. Unlimited, and Developer
Choose licenses Editions.
For contractors who work regularly, our per-user-per-month Contractor and Contractor Plus
licenses give them unlimited access to everything they need. If your company employs a large
number of seasonal or temporary contractors, our Contractor and Contractor Plus Login-Based licenses are a cost-effective alternative.
You can create up to 20 users for each login that you buy with the Contractor and Contractor Plus Login-Based licenses. This multiplier
ensures that you have all your contractors set up in the system, even if they don’t work frequently. If you know you need 100 logins,
for example, our login-based licenses let you create 2,000 users. Our servers keep each login valid until midnight in most time zones,
so workers can get multiple jobs done using a single login.
Set up access and permissions
Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner
Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution
with your company. Community licenses are required to access Experience Cloud sites.
If you purchase login-based licenses, each unit of the Contractor Login-Based SKU assigns 20 Customer Community Plus login-based
licenses and each unit of the Contractor Plus Login-Based SKU assigns the 20 Partner Community login-based licenses.
Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service
Mobile permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors
(recommended) and configure their object permissions.
Tip: To customize contractors’ mobile app experience, assign a unique mobile settings configuration—accessible from the
Field Service Mobile Settings page in Setup—to the contractor user profile.
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Create service resources and service territories

You can create service resources for every contractor worker or just for the contractor manager. Each service resource is linked to a
user—in this case, the contractors at your partner organization.
Create a service territory for each contractor company, and add the contractor service resources as service territory members. Creating
a contractor-specific territory lets the contractor manager see only their employees in the dispatcher console. For example, if you’re
contracting with Ursa Major Solar, create a territory named Ursa Major Solar Contracting.
Provide access to the dispatcher console
To let the manager dispatch appointments, add the dispatcher console to your Experience Builder site. For help, see Add the Field
Service Dispatcher Console to an Experience Builder Site.
Note: Field Service contractor licenses can only be used by third-party contractors. They can’t be assigned to internal employees.
Assign Service Appointments to Contractors

Ready to assign a work order to your contractor team? You’ve got options! Here are two common approaches to assigning work to
contractors.
Tip: The Contractors list view in the dispatcher console Service Appointment List shows only service appointments that are
assigned to capacity-based service resources.
Contractors are service resources
In this example, the contract manager is an Experience Cloud site user but not a service resource. The contracting mobile workers
are service resources with Field Service Mobile licenses.
This approach is best for you if it’s important for the scheduling engine to consider each worker’s schedule when making assignments.
And you want contractor workers to view and update appointment details in the field, so you store individual worker details in
Salesforce.
In this model, your process looks like this:
1. The dispatcher shares the work order with the contractor manager.
2. In your site, the contractor manager uses the Book Appointment action to assign the associated service appointment to a mobile
worker.
3. The mobile worker uses the mobile app. They can view their assignments and update the service appointment and work order
status when the work is complete.
Contractor managers are service resources
In this example, the contractor manager is an Experience Cloud site user and a service resource. But the contractor manager tracks
individual contracting mobile workers in a separate system.
This approach works best when you don’t want to track individual worker details in Salesforce. The contractor manager is responsible
for viewing and updating appointment details in the field. And you don’t need the scheduling engine to assign work based on
different schedules for each contractor worker.
When you use this model, your process looks like this:
1. The dispatcher assigns the service appointment to the contractor manager using their service resource record.
2. The contractor coordinates with the contractor team to complete the work.
70
3. After the service appointment is completed, the contractor updates the service appointment and work order status from your
site.
SEE ALSO:

To create service crews: Create on service crews Available in: both Salesforce
To create service crews using the crew Create on service crews
orgs) and Lightning
management tool: AND Experience
Create on service resources The Field Service core
AND features, managed
Edit on service territories
To create service resources representing Create on service resources
Editions.
crews:
To assign service crews to service Edit on service appointments

appointments:
To view service crew members: Read on service crews AND Read on service
resources
To create, update, or delete service crew Edit on service crews

members:
Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined
skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a
hydrologist, a mechanical engineer, and an electrician.
Create service crews from the crew management tool or the Service Crews tab.
From the Crew Management Tool

1. Open the crew management tool by clicking the Crew Management tab or opening the Lightning page that contains it.
Note: Not sure how to get to the crew management tool? Ask your admin to follow the steps in Set Up Crew Management
and let you know where the tool is located.
2. Click New Service Crew to open the crew wizard.

3. Complete the fields on the Basics tab.
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4. Optionally, add skills to the crew on the Skills tab. For example, perhaps the crew you’re creating must always include someone with
the Welding skill. Adding skills makes it easier to find potential crew members with the skills you need.
5. Select a leader on the Crew Leader tab.
6. Save your crew. This creates an active service resource of type Crew that’s used during scheduling. You can now view the crew in
the crew management tool and add members to it.
From the Service Crews Tab

1. Customize page layouts to support crew features.
a. Update the field-level security settings of the Service Crew field on service resources so it’s not hidden. Then, add the field to
service resource page layouts and check that the User field is not marked as required. This lets you create service resources that
represent service crews so crews can be assigned to service appointments.
Note: Though the User and Service Crew fields won’t be marked required in the UI, service resource records can’t be
saved unless one of the fields is filled out.
b. Update the field-level security settings of the Gantt Label field on service crew members so it’s not hidden. Then, add the field
to the Service Crew Member page layout.
2. From the Service Crews tab, click New.

3. Enter a crew name and ideal size, and save your changes.
4. Add service resources to the crew from the Service Crew Members related list. You can specify start and end dates for members and
flag the crew leader.
5. Create a service resource to represent the crew, which is required for scheduling. Changing a crew’s members doesn’t affect its
service appointment assignments.
a. From the Service Resources tab, click New.
b. Enter a name for the crew.
c. Leaving the User field blank, select the crew in the Service Crew field.
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d. Select a Resource Type of Crew.

e. Select Active to be able to assign the crew to service appointments and manage its membership with the crew management
tool. Service resources of type Crew can’t be activated unless the crew has at least one active member.
f. Skip the optimization option, which doesn’t apply to service crews.
g. Save your changes.
Considerations for Scheduling Service Crews

Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency,
and crew settings affect service crew scheduling.
SEE ALSO:
Service Crew Fields
View Service Crews on the Gantt

Field Service crews, much like individual service resources, can be assigned to service appointments.
EDITIONS
Learn how absences, efficiency, and crew settings affect service crew scheduling.
Absences orgs) and Lightning
If a service resource of type Crew has resource absences, those absences are considered in Experience
scheduling. Absences associated with individual crew members’ corresponding service resources
aren’t considered.
features, managed
Appointment Assignments package, and mobile app
Service appointments can be assigned only to service resources. Therefore, to assign a crew to are available in Enterprise,
a service appointment, you need a service resource of type Crew that represents the crew. If Unlimited, and Developer
you create your crew from the crew management tool, this resource is created automatically. Editions.
Otherwise, follow the steps in Create Service Crews.
When an appointment is assigned to a service crew, the appointment gains these assigned
resources:
• The service resource of type Crew
• The service resources of type Technician who are active service crew members during the appointment time
The appointment’s assigned resources are refreshed when:
• The appointment is dispatched (if the last status category isn't None)
• The appointment's status is changed to In Progress (if the last status category isn't None)
• The appointment is assigned to a different resource
• Changing the appointment's Scheduled Start or Scheduled End
If you want appointments that don’t require crews to be assigned only to individual service resources, use the Resource Priority
service objective in your scheduling policy. Give your mobile workers a lower priority so the scheduler prefers to assign work to them.
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To prohibit the scheduling of all appointments to crews, assign a “No Crew” skill to your individual service resources. Then, add this
skill as requirement to the work type, work order, or work order line item in question.
Capacity
Capacity-based scheduling isn’t supported for service crews because a service resource of type Crew can’t be capacity-based.
Efficiency
When an appointment is scheduled to a crew, the Efficiency field on the crew’s service resource is used to calculate the appointment’s
Scheduled End. The crew members’ efficiencies aren’t considered.
Geolocation Tracking and Service Territories
• The Last Known Location is tracked for crew leaders only. If a crew has more than one leader, the most updated location is
displayed on the map.
• If a service resource is relocated to another service territory while they belong to a crew, the service resource membership record
is drawn only on the relocation territory.
• The service resource representing the service crew is the home base considered by Field Service while belonging to the crew.
• Travel calculation follows the service territory or the service territory member's address of the service resource representing the
service crew.
Membership Requirements
• Only active service resources of the Technician resource type can be added to crews. For example, you can't add a crew to a
crew.
• To belong to a crew, a service resource needs service territory membership in the territory where the crew provides service. The
time span of service crew membership must match or be fully contained in the time span of the service resource of type Technician
service territory membership.
• A service resource can be a member of multiple crews as long as the membership dates don’t overlap.
• Service resources that belong to a service crew don’t receive notifications about assignments or assignment changes. Assignment
notifications are sent only to service resources that are assigned individually to appointments.
• Removing all members from a service crew deactivates the related service resource of type Crew.
Minimum Crew Size
Work orders, work order line items, and work types come with a Minimum Crew Size and a Recommended Crew Size. For example,
a crew could have a recommended size of 3, but a minimum size of 2. Work orders and work order line items inherits their work
type’s crew size settings.
Note: The crew size fields are hidden for all users by default. If you don’t see them, update their field-level security settings
in Setup.
Field Service doesn’t consider the Recommended Crew Size when assigning appointments. To determine whether a service crew
fits the minimum crew size requirement for an appointment, the scheduling engine either counts the crew’s service crew members
or checks the Service Crew Size field on the Service Crew record. You can adjust these settings on the Service Crew Resources
Availability work rule. If the Minimum Crew Size is blank or 1, the scheduler can assign the work to mobile workers or to crews. When
using Enhanced Scheduling and Optimization, a Minimum Crew Size of 1 requires a crew.
You can customize the Service Crew Resources Availability work rule to serve one of two purposes:
• Compare a service appointment parent record’s Minimum Crew Size field to the Crew Size field on the service crew.
• Compare a service appointment parent record’s Minimum Crew Size field to the actual number of allocated service crew members
at the time of the assignment. Consider Service Crew Membership must be selected on the Service Crew Resources Availability
work rule.
If the Minimum Crew Size is blank or zero on the service appointment’s parent record, only single service resources (Technician type)
are considered as candidates. If the Minimum Crew Size is 1 or more on the service appointment’s parent record, only Crew type
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service resources are considered as candidates. This is also true for optimization, although a crew isn’t a candidate if it has no valid
crew members and Consider Service Crew Membership is selected on the Service Crew Resources Availability work rule.
If your org was created before Spring ’18, you must create this work rule and add it to your scheduling policies.
Multiday Appointments
When a multiday appointment is scheduled for a worker whose start date on a service crew is in the future, the multiday appointment
is elongated to last the duration of the worker’s membership in the service crew.
Resource Notifications
Service crew members assigned to a service appointment aren’t automatically made followers when the service appointment is
dispatched. Only one assigned resource can be set to automatically follow a dispatched service appointment. If you want all the
crew members to be followers, follow the steps in Customize Push Notifications for the Field Service Mobile App. Using custom push
notifications enables getting multiple notifications for different users based on an event, such as dispatching a service appointment.
Resource Preferences
Service resources that belong to a crew can’t be candidates for appointments while they belong to a crew. Therefore, the Required
Resource and Excluded Resource work rules and the Preferred Resource service objective don’t apply to active service crew members.
Scheduling Candidates
When the scheduler is looking for candidates to perform a job, only service resources of type Crew and Technician are considered
as candidates. If a service resource is a current member of a service crew, the resource isn’t considered as a candidate. If a service
resource is manually assigned to a service appointment while they belong to a crew, the dispatcher console shows a rule violation.
Sharing
When a service appointment is dispatched, members of the assigned service crew get Read access to the appointment and its parent
record and the crew leader gets Read/Write access. If the Field Service managed package isn’t installed, service crew leaders don’t
receive any extra permissions.
If an appointment’s Scheduled Start changes or an assigned resource of type Crew is updated, the appointment’s assigned resources
are refreshed to keep the sharing settings current. A change in a service crew membership record doesn’t trigger the refresh.
Skills
Skills can be assigned to service resources of any type—Technician or Crew—and are considered during scheduling if the Match
Skills work rule is included in the scheduling policy.
If you want the scheduling engine to consider a service crew’s combined skills—that is, all skills assigned to the service crew
members—enable skill grouping. This way, if an appointment requires Drilling and Installation skills, a service crew that has members
with that group of skills is considered as a candidate. When using Enhanced Scheduling and Optimization, only the skill set of the
crew members is considered when skill grouping is enabled, and the skill set of the crew is ignored (when skill grouping is disabled,
the Match Skills work rule considers the crew resource type skills only).
From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. On the
Scheduling tab, select Enable resource crew skill grouping and save your changes.
Note:
• When skill grouping is enabled, the scheduling engine calculates the crew’s skill set for that time slot. The skill set is
recalculated each time the scheduling engine searches for appointment candidates because it can change based on crew
member allocations and skills that expire. For example, if a resource skill requires recertification every six months, the
scheduling engine considers crew members with the skill while their certifications are valid.
• If multiple members of a service crew have the same skill, the scheduling engine considers the highest skill level when
calculating the crew’s combined skill set.
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Utilization
When utilization is calculated for the utilization view and metrics shown in the dispatcher console, a service crew member is considered
to be utilized like the service resource representing the crew they belong to.
SEE ALSO:
Service Crew Fields

Give Field Service admins and dispatchers access to a drag-and-drop service crew management
EDITIONS
tool where they can easily create service crews and update service crew membership.
orgs) and Lightning
Experience

features, managed
Editions.
USER PERMISSIONS
To create Visualforce tabs:

To set Visualforce page
security and create
permission sets:
• Manage Profiles and
Permission Sets
To assign permission sets:
• Assign Permission Sets
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1. Decide which users need access to the crew management tool. Ensure that each user has at least one of these permission sets:
• FSL Admin Permissions
• FSL Dispatcher Permissions
2. Add the crew management tool to your org in one of two ways:
• Create a Visualforce tab named Crew Management for the FSL.CrewManagement page.
• Embed the Crew Management custom Lightning component in a Lightning page. Because the component includes a detailed
chart, give it plenty of space on the page.
3. Create a permission set with access to the following elements, and assign it to the relevant users.
• Crew Management tab, if you created one
• FSL.CrewManagement Visualforce page
• FSL.CrewsResourceLightbox Visualforce page
• FSL.CrewsSaLightbox Visualforce page
• FSL.CrewsWorkorderLightbox Visualforce page
• FSL.CrewsWorkorderLineItemLightbox Visualforce page
• FSL.CrewManagement Apex class
You’re all set! For help using crew management, see Manage Field Service Crew Membership.
SEE ALSO:
77

By default, all users can view and update work orders, work order line items, and service
EDITIONS
appointments. You can limit access to these records so that your team members see only the records
that are relevant to them. Available in: both Salesforce
orgs) and Lightning
1. Set sharing to Private for work orders, work order line items, and service appointments. Experience
a. In Setup, enter Sharing Settings in the Quick Find box, and click Sharing Settings. The Field Service core
b. Click Edit. features, managed
c. In the Default Internal Access column, select Private for the objects that you want to limit are available in Enterprise,
access to. Unlimited, and Developer
Note: If you want to share dispatched service appointments to Experience Cloud Editions.
site users when Default Internal Access is Private or Public Read Only, set Default
External Access to Private or Public Read Only also. If the Default Internal Access USER PERMISSIONS
setting is Public Read Write, Experience Cloud site users can see dispatched
appointments only if the external setting is Public Read Write and you enable To limit access to field
dispatch sharing to resources. service records:
• Field Service Admin
d. Save your changes. Permissions
2. Set up sharing settings for dispatchers. For a dispatcher to access the service resources and
service appointments in a territory, they must be a member of the public group for that territory.
a. From the App Launcher, find and open User Territories.
b. Click New.
c. Select a service territory.
d. Select the user you want to add as a member of that territory's public group.
Note: User territories give users access to the following objects for that territory.
• Resource Absences
• Service Appointments
• Service Resources
• Service Territories
• Parent objects of shared Service Appointments; for example, Accounts, Assets, Opportunities, Work Orders, and Work
Order Line Items
3. Set up sharing settings for service resources. These settings allow dispatchers to control access to the appointment and its related
information until they’ve finalized the appointment's details.
a. From Setup, enter Field Service Settings in the Quick Find box, then click Field Service Settings.
b. Select any of the following options. Hover over a setting’s information icon for details.
• Share dispatched service appointments with their assigned resources
• Share service appointments’ parent work orders with their assigned resources
• Let service crew members edit their service appointments
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Note: When a service resource is removed from a service appointment, sharing is deleted only for that service appointment.
Sharing on the parent work order is still retained.
4. Because record access needs can change, Field Service regularly checks that users have access to the right records. After your service
resources are assigned to service territories, confirm that this sharing update process is active.
a. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
b. Select Sharing > Scheduled Jobs.
c. Expand the User Territories scheduled job, and confirm that Active is selected.
d. Select which territories to check sharing for, and configure the job frequency.
Tip:
• Limit each job to fewer than 100 territories.
• If territory membership changes frequently, try a frequency of 1 day. If territory membership is generally static, you
can decrease the frequency to 30 days, for example.
e. Enter time horizon information.

• The time horizon determines how long the resource appears in the Gantt resource list after their territory membership ends.
For example, enter 7 so that dispatchers can see the resource’s work in the previous week’s schedule on the Gantt.
• The backwards time horizon determines how far in advance a new resource appears in the Gantt resource list. For example,
enter 2 to show the resource in the resource list two days before their territory membership starts.
f. Save your changes.

g. To immediately update the sharing rows, click Run Now.
Note:
• When using customized sharing logic, you must ensure that every dispatcher gets Read/Write access and not just Read-Only
access to all of the service appointments in their territory, in order to be able to edit the Service Resources' schedule.
• When an appointment is canceled, it’s visible only to the appointment owner and the relevant dispatchers based on the user
territory object.
• You can give dispatchers access to records by sharing information across territories and syncing calendars to include absences
and other events.
• In some orgs, the Field Service Admin app has similar sharing options. We recommend disabling the app sharing settings and
using the Setup settings.
• When User Territory Sharing is enabled and the option Automatically populate user groups based on User Territory is
selected, the User Territory Apex Rule does the following.
– If you create a service territory, it creates a public group with the same name. The public group is added to
ServiceTerritoryShare object.
– If you create a user territory record, it adds the user to the public group for that service territory.
– If you create a service appointment with that service territory, the public group is added to the ServiceAppointmentShare
object to grant access to the record.
– When a service appointment with that territory is shared, related parent records (such as Accounts, Assets, Opportunities,
Work Orders, and Work Order Line Items) are also shared. The service appointment record and its parent record are shared
with the associated public group and its users. If the parent record of the appointment is a Work Order Line Item, the
associated Work Order is also shared. Optionally, in Field Service Settings under Sharing > Scheduled Jobs, select
which parent objects are shared when an appointment is shared. For example, to share Work Orders but not Accounts,
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check Share parent Work Order when Service Appointment is shared and deselect Share parent Account when
Service Appointment is shared.
If you don't have User Territory Sharing enabled or sharing settings weren’t private when you created the service territory
records, you must manually create the sharing records.
• Public group names must be unique. For example, User Territory Sharing doesn't work if you have a queue with the same
name as one of your public groups.
• When a service appointment is created without a user territory, it’s associated with the Field Service Default public group. This
default group allows a user to access a service appointment and work order even when there’s no associated territory. Field
Service adds users in all user territories as members of this public group. If you’re a dispatcher, you can filter the Gantt and
show service appointments that aren’t associated with a territory.
• Dispatchers must have sharing settings for the primary service territory of a service resource in order to manage the resource's
schedule.
Example: John is a dispatcher for the New Jersey service territory, and his user territory record gives him access to New Jersey
field service records. Madison is a mobile worker for the Pennsylvania service territory, but on August 1 she’s moving to the New
Jersey territory.
To reflect Madison’s move, the admin adds an end date of July 31 to her Pennsylvania service territory member record. The admin
then creates a New Jersey service territory member record for Madison with a start date of August 1.
The admin has configured the User Territory sharing job to run daily for all service territories, including Pennsylvania and New
Jersey. This job calculates which records users need access to. Because the job’s backwards time horizon is set to one day, John
receives access to Madison’s field service records one day before she starts work in New Jersey.
SEE ALSO:
80
Sync Services and Resource Absences with Events Field Service Using Calendar Sync
You can keep your services and resource absences in sync with calendar events using Calendar
EDITIONS
Sync. Syncing services and resource absences to or from calendar events lets you maintain an
accurate view of your services and resource availability when you create events and request meetings Available in: both Salesforce
from your Salesforce calendar. Events can then be synced between external calendars and Salesforce. Classic (not available in all
orgs) and Lightning
Experience
features, managed
2. Select Sharing > Calendar Sync, and under Service Appointments and Resource Absence package, and mobile app
configure the following settings. are available in Enterprise,
Setting Description Editions.
Synchronize Services from Salesforce calendar If enabled, whenever an Event record is created,
events and the Event Record Type field is the same as USER PERMISSIONS
the Calendar Event Type setting, a Work Order
To sync services and
and Service Appointment is created.
resource absences to
• If the event's Subject matches the name of Salesforce calendar events:
an existing Work Type, the service • Create and Edit on
appointment's parent Work Order is created service appointments
using that Work Type. and Edit on Resource
Absence
• The event's Start Time is mapped and
synced to the service appointment’s To sync services and
resource absences from
Scheduled Start Time.
Salesforce calendar events:
• The event's End Time is mapped and synced • Create and Edit on
to the service appointment’s Scheduled End service appointments
Time. and Edit on Resource
Absence
• The event's Assigned To field is mapped and
synced to the service appointment’s
Assigned Resource.
• The event's Location is mapped to the
service appointment’s Service Territory.
• The event's Related To field is mapped to
the matching service appointment record.
Synchronize Services to Salesforce calendar If enabled, whenever a service appointment's

events Status is set to Dispatched, an Event record is
created for the assigned service resource.
• The service appointment's Work Type is
mapped and synced to the event's Subject.
• The service appointment's Scheduled Start
Time is mapped and synced to the event's
Start Time.
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Setting Description
• The service appointment's Scheduled End Time is mapped
and synced to the event's End Time.
• The service appointment's Assigned Resource is mapped and
synced to the event's Assigned To field.
• The service appointment's Service Territory is mapped and
synced to the event's Location.
If there are multiple assigned resources, an Event record is only
created for the first assigned resource.
If the service appointment is reassigned, the event's assigned owner
isn’t updated.
If the event's assigned owner is updated the service appointment's
Assigned Resource is also updated.
If the service appointment is rescheduled, the Event Start and End
time are updated, but only if the service appointment has a parent
record of type Work Order or Work Order Line Item.
Important: For Field Service, if the service appointment’s

Scheduled Start to Schedule End is greater than 14 days,
events aren’t created in the Salesforce calendar due to a
14-day limit.
Calendar Event type The value on the event Type field on the Event object that controls
whether a Service Appointment and Work Order are created.
Enforce validations when syncing Service Appointments and Controls whether to ignore the update if the matching record can’t
Salesforce calendar events be updated, or to continue without updating the matching record.
For example, if this setting isn’t enabled and you update the service
appointment Scheduled Start Time, and there’s a validation rule
on the Event object that prevents updates to the event's Start Time,
the scheduled appointment is updated, but the event isn’t. The
event still has the service appointment's original Start Time. If this
setting is enabled, both records aren’t updated.
Synchronize Absences from Salesforce calendar If enabled, whenever an Event record is created and the event Type
field is the same as the calendar event Type setting, a Resource
Absence record is created for the assigned user.
• The event’s Subject is mapped and synced to the resource
absence’s Type. Make sure to fill in the event's Subject field. If
left empty, the resource absence’s Type field is set to the default
value.
• The event’s Start and End fields are mapped and synced to the
corresponding resource absence fields.
• The event's Assigned To field is mapped and synced to the
resource absence’s Resource field. The user in the Assigned To
field must have a service resource linked to it. The resource
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Field Service Set Up Your Field Service Inventory
Setting Description
absence’s Resource field is the service resource that is linked
to the user in the event's Assigned To field.
Synchronize Absences to Salesforce calendar If enabled, whenever a Resource Absence record with Record Type
Non-Availability is created for a service resource, an Event record
is created for the User linked to the service resource record.
When you create an event with Event Type = Absence, the
Resource Absence record is created and the Type field is set to the
Subject of the event. An Inactive value is created for the Type field
if it doesn't exist.
Calendar Event type The value on the Event Type field on the Event object that controls
whether a Resource Absence record is created.
Enforce validations when syncing resource absences and Salesforce Controls whether to ignore an update if the matching record can’t
calendar events be updated, or to continue without updating the matching record.
Considerations
• Child events aren’t supported.
• Recurring events create a single Service Appointment record and a single Resource Absence record.
• Crews aren’t supported since the Service Resource, as a Crew, doesn't have a User to assign appointments to.
• When creating, updating, or deleting events in bulk, if one of the event records results in a failure, Calendar Sync doesn’t sync any
of the events in that request.
• You can’t create an event of type Resource Absence or Service Appointment when the Name field is populated with a Lead, or the
Related To field is populated with any value. The Related To field is preserved for the Resource Absence or Service Appointment that
is created and linked after the new event is inserted. You can’t relate an event to a Lead record if the event is already linked to another
object through the Related To field.
• Since Site Guest Users can’t be assigned with Edit Events permission, Calendar Sync with Site Guest User isn’t supported. This means
that events aren’t created, changed, or deleted after a Guest user has changed a Service Appointment or Resource Absence.
Set Up Your Field Service Inventory

Track and manage the storage, request, transfer, and consumption of every item in your inventory,
EDITIONS
and ensure that your mobile workforce has the right parts in stock to do their job.
First, a little vocabulary review! Field service inventory management comes with a full toolbox of Available in: both Salesforce
features. You can find these features in Salesforce as tabs or related lists: Classic (not available in all
orgs) and Lightning
• Locations are places, like warehouses, sites, or work vehicles, where inventory is stored.
Experience
• Product items represent products in your inventory stored at a particular location, such as
bolts stored in a warehouse. Each product item is associated with a product and a location in The Field Service core
Salesforce. If a product is stored at multiple locations, the product will be tracked in a different features, managed
product item for each location. package, and mobile app
• Products required are products that are needed to complete a work order or work order line Unlimited, and Developer
item. Editions.
83
• Products consumed are product items that were used to complete a work order, and are no longer in your inventory.
• Product item transactions describe actions performed on a product item. They’re auto-generated records that help you track
when a product item is replenished, consumed, or adjusted.
• Product requests are orders for products, which you might create when stock is running low.
• Product request line items are subdivisions of a product request.
• Product transfers track the transfer of product items between inventory locations.
• Return orders track the return or repair of products.
• Return order line items are subdivisions of a return order.
• Shipments represent the shipment of product items between locations.
Now that you’ve got the important terms under your belt, it’s time to configure your org for inventory management.
Customize Inventory Settings in Field Service

To control how your team manages inventory, customize page layouts and assign user permissions.
Create Inventory Locations for Field Service
Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create
locations so you can track the items stored there and restock when necessary.
Create Product Items to Represent Inventory
After you customize your field service inventory settings, track where your inventory is stored by creating product items.
Create Serialized Inventory
In Field Service, use serialized products to assign a serial number to an asset type to track and manage your inventory.
SEE ALSO:
84
Customize Inventory Settings in Field Service

To control how your team manages inventory, customize page layouts and assign user permissions.
EDITIONS
1. Assign user permissions.
Users Who Will... Need These Permissions Classic (not available in all
orgs) and Lightning
Enable Field Service Customize Application Experience
View the Locations, Products, Product Items, Read on the object The Field Service core
Product Requests, Product Transfers, Return features, managed
Orders, or Shipments tab and records package, and mobile app
Create, edit, or delete locations, products, Create, Edit, or Delete on the object
product items, product requests, product
Editions.
transfers, return orders, or shipments
Add products required to work orders, work Edit on work orders, work order line items, or USER PERMISSIONS
order line items, or work types work types
To edit page layouts and set
Create, edit, or delete products consumed on Create on work orders AND Read on product field history tracking:
work orders or work order line items items • Customize Application
View product item transactions Read on product items To create and edit users:
• Manage Internal Users
Edit product item transactions Edit on product items
Create addresses for locations Create on Addresses
2. Customize the fields and related lists on the following objects’ page layouts.
Tip: If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup, select
Rename Tabs and Labels, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations for Inventory Management

Location • Arrange the fields.
Important:
– Add the Inventory Location field so you can track where inventory is stored.
– Add the Mobile Location field so you can flag mobile locations such as service vehicles.
– If you plan to create location hierarchies, add the Parent Location field, and optionally
the read-only Root Location and Hierarchy Level fields.
– Optionally, customize the values in the Location Type field. Its out-of-the-box values are
Warehouse, Van, Site, and Plant.
• Confirm that your layout includes the desired related lists:

– The Addresses related list shows addresses related to the location, such as billing and shipping
addresses.
– The Assets related list shows assets at the location.
85

– The Associated Locations related list shows related accounts.
– The Child Locations related list shows locations within the location, such as vehicles which are
parked at a warehouse when not in use.
– The Maintenance Plans related list shows maintenance plans linked to the location.
– The Product Items related list shows product items (inventory) stored at the location.
– The Product Transfers (Source) related list shows product transfers that originated at the location.
– The Product Transfers (Destination) related list shows product transfers in which items were
transferred to the location.
– The Service Territory Locations related list shows related service territories, which usually indicates
that the location is within the territory.
Address • Arrange the fields, which appear in the Addresses related list on locations.
• Optionally, customize the values in the Address Type field. Its default values are Mailing, Shipping,
Billing, and Home.
Associated Location Associated locations let you associate multiple accounts with one location. For example, a shopping
center location may have multiple customer accounts.
• Arrange the fields, which appear in the Associated Locations related list on locations and accounts.
Product • Confirm that your layout includes the following related lists:
– The Product Items related list shows product items that track the storage of the product in an
inventory location.
– The Return Order Line Items shows return order line items that track the return or repair of the
product.
• Define values for the Quantity Unit of Measure picklist field, which comes with one value (Each).
These values are reflected in the Quantity Unit of Measure field on product items, product request
line items, product transfers, products consumed, and products required.
a. From Setup, enter Products in the Quick Find box, then select Fields under Products.
b. Click Quantity Unit of Measure.
c. In the Quantity Unit of Measure Picklist Values related list, click Edit to change the default or
New to add values. For example, you may need values like Kilograms or Liters.
Product consumed Arrange the fields that appear in the Products Consumed related list.
Product item • Arrange the fields.

• Confirm that your layout includes the following related lists.
– The Product Item Transactions related list automatically tracks the replenishment, consumption,
and adjustment of product items.
– The Product Transfers related list shows transfers of the inventory.
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Product item transaction Arrange the fields that appear in the Product Item Transactions related list.
Product request • Arrange the fields.

• Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
• Confirm that your layout includes the following related lists.
– The Product Transfers related list shows transfers that are created to fulfill the request.
– The Product Request Line Items related list shows the request’s line items (each associated with
a product).
– The Return Orders related list shows return orders associated with the request.
Product request line • Arrange the fields.

item
• Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
• Confirm that your layout includes the following related lists:
– The Product Transfers related list shows transfers created to fulfill the request.
– The Return Order Line Items related list shows return order line items associated with the product
request line item.
Product required Arrange the fields that appear in the Products Required related list.
Product transfer • Arrange the fields. The default layout includes only some of the available fields.
• Optionally, customize the Status field values. The default values are Ready for Pickup and Completed.
• Confirm that your layout includes the Product Item Transactions related list, which automatically
tracks the replenishment, consumption, and adjustment of the product items being transferred.
Return order • Arrange the fields.

– The Product Transfers related list shows product transfers related to the return
– The Return Order Line Items related list shows subdivisions of the return, each associated with
a specific product
– The Work Orders related list shows work orders related to the return
– The Work Order Line Items related list shows work order line items related to the return
Return order line item • Arrange the fields.

– The Product Transfers related list shows product transfers related to the return
– The Work Orders related list shows work orders related to the return
– The Work Order Line Items related list shows work order line items related to the return
Shipment • Arrange the fields.

• Optionally, customize the Status field values. The default values are Shipped and Delivered.
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• Confirm that your layout includes the Product Transfers related list, which shows transfers that the
shipment fulfills.
Work order Confirm that your layouts include the following related lists.
Work order line item • The Products Required related list shows products needed to complete the work.
• The Products Consumed related list shows product items used to complete the work.
• The Product Requests related list shows product requests created to ensure that the assigned service
resources have the parts they need to complete the work.
• The Product Request Line Items related list shows product request line items associated with the
work.
• The Return Orders related list shows return orders associated with the work.
• The Return Order Line Items related list shows return order line items associated with the work.
3. Make the following tabs visible to your users:

• Locations
• Products
• Product Items
• Product Requests
• Product Request Line Items
• Product Transfers
• Return Orders
• Shipments
You can add the tabs to a custom app or instruct users to add them in Salesforce.
SEE ALSO:
Product Item and Inventory Fields
Product Request and Transfer Fields
Location Fields for Field Service
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To create locations: Create on locations Available in: both Salesforce

To view associated locations: Read on accounts
orgs) and Lightning
To create, update, or delete associated Edit on accounts Experience
locations:
To view addresses: Read on locations features, managed
To create, update, or delete addresses: Edit on locations are available in Enterprise,
Editions.
Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored
for a field service operation. Create locations so you can track the items stored there and restock
when necessary.
1. From the Locations tab, click New.
2. Enter a location name.
3. Select a location type:
• Warehouse (default)
• Site
• Van
• Plant
4. If inventory is stored at the location, select Inventory Location. This allows you to you associate the location with items in your
inventory, known as product items.
5. If the location can be moved, like a van or tool box, select Mobile Location.
6. Complete the other fields as appropriate.
7. Click Save.
8. In the Addresses related list, create addresses for the location. The available types of addresses are Mailing, Shipping, Billing, and
Home.
9. In the Files related list, attach files like blueprints, photographs, or registration information.
10. In the Service Territory Locations related list, create records to indicate which service territories the location belongs to. Service
territory locations are warehouses, customer sites, or vehicles that are located or operate in the service territory.
SEE ALSO:
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Create Product Items to Represent Inventory

After you customize your field service inventory settings, track where your inventory is stored by
EDITIONS
creating product items.
Product items represent your inventory. Each product item is linked to a storage location, such as Available in: both Salesforce
a van or warehouse, and to a specific product, indicating the item being stored. Create product Classic (not available in all
items so you can track inventory usage and restock when necessary. orgs) and Lightning
Experience
Important: Before you get started, choose whether to assign serial numbers to product
items for identification purposes. The Field Service core
features, managed
• If you assign a serial number, each product item represents a single item in your inventory: package, and mobile app
for example, create one product item representing a motor with serial number 012345 are available in Enterprise,
stored at Warehouse A. Before serializing product items, review the Inventory Management Unlimited, and Developer
limitations in Field Service Limits and Limitations. Editions.
• If you choose not to assign serial numbers, you can specify a quantity on each product
item. Product item quantities auto-update to reflect transfers between locations. Create
USER PERMISSIONS
one product item for every location that has the product in stock. For example, create:
– One product item representing 100 batteries stored at Warehouse A To create product items:
• Create on product items
– One product item representing 15 batteries stored in Service Van 1
To view product item
transactions:
1. From the Product Items tab, click New.
• Read on product items
2. Use the lookup field to select a product.
To create, update, or delete
Tip: To add products to your org, see Guidelines for Creating Products. product item transactions:
• Edit on product items
3. Use the lookup field to select the location where the product item is stored. Only locations that
have the Inventory Location option selected can be associated with product items.
4. Enter the Quantity on Hand, which is the amount at this location. If you intend to add a serial number, this value will likely be 1.
5. If needed, add a unit of measure; for example, grams, packs, or units. These values are inherited from the Quantity Unit of Measure
field on products.
6. If the Quantity on Hand is 1, enter a serial number.
7. Click Save.
The product item now appears in the Product Items related list on the associated location and product records. In addition, the Product
Item Transactions related list on the product item now contains a “Replenished” transaction that tells you when the product item was
created.
If you update a product item, a new product item transaction is created with a type of “Adjusted” and a quantity that is the difference
between the old and new Quantity On Hand. Deleting a product item deletes all related product item transactions.
SEE ALSO:
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Create Serialized Inventory

To create product items: Create on product items Available in: both Salesforce
To view product item transactions: Read on product items
orgs) and Lightning
To create product item transactions: Create on product items Experience
To update product item transactions: Edit on product items The Field Service core
features, managed
To delete product item transactions: Modify All Records or Modify All Data on package, and mobile app
product items are available in Enterprise,
To create serialized products Create on serialized products Unlimited, and Developer
Editions.
In Field Service, use serialized products to assign a serial number to an asset type to track and
manage your inventory.
Before you can send serialized products in a product transfer, you must create a product that is serialized, and create the product item
with serialized products. When creating product items, you can only use locations that are designated Create Inventory Locations for
Field Service.
1. Create a product that is serialized.
a. From the App Launcher, open Products and click New.
b. For the Transfer Record Mode, select Send and Receive or Receive only.
c. Enter the Product Name.
d. Check Serialized.
e. To create an additional product that is serialized, click Save and New.
f. Save your work.
2. Create the product item by entering the product name and location.
a. From the App Launcher, open Product Items and click New.
b. Use the lookup field to select a Product Name.
c. Use the lookup field to select the Location where the product item is stored.
d. Enter 0.00 for the Quantity on Hand. The quantity on hand is updated when you add serialized products to the product
item.
e. Save your work.
3. Add the serialized items for the product that are at the location.
a. On the Related tab of the Product Item, go to Serialized Products and click New.
b. Enter the Serial Number.
c. Use the lookup field to select a serialized Product.
d. To add additional serialized products, click Save and New.
e. Save your work.
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Field Service Get Ready for Field Service Scheduling and Optimization
Get Ready for Field Service Scheduling and Optimization

Define your service appointment lifecycle, configure appointment booking settings, and get to
EDITIONS
know your Field Service scheduling policies, optimization settings, and sharing settings. As of
Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default Available in: both Salesforce
for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for Classic (not available in all
all or selected service territories. The enhanced engine is an improvement of the optimization orgs) and Lightning
functionality and associated manual and semiautomatic scheduling services. The enhanced Experience
architecture and services are more efficient and improve scalability, performance, and schedule
quality. The Field Service core
features, managed
This is a Field Service managed package feature. package, and mobile app
Watch the video to see how to optimize scheduling using the innovative new engine, built for Unlimited, and Developer
greater scalability, precision, schedule quality, and performance alongside some new features such Editions.
as Travel Modes, Holiday Management, and Service Appointment Sliding.
Watch a video
Watch the video to see how you can benefit from improved schedule quality using the innovative new engine available by default for
new users as of Summer ’23, and easily transitioned to by existing users, for all territories. The video covers additional supported features
and the new offsite service appointment feature.
Watch a video
What’s Schedule Optimization?

Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service’s
optimization tool does the work for you by generating an optimal schedule according to your priorities and constraints.
How Does the Field Service Optimization Engine Work?
Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a
service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the
same location?
Adopt and Implement Enhanced Scheduling and Optimization
Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and
semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability,
performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization has performance and
scale like never before and provides a framework to host innovative new functionality to take Salesforce Field Service to the next
level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling
recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.
Transition to Enhanced Scheduling and Optimization
Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service
territories. Orgs created before Summer ’23 can opt in and enable the enhanced engine for all or selected service territories and
benefit from advanced features, more efficient services, and improved scalability, performance, and schedule quality.
Activate Field Service Schedule Optimization
Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run
regularly, or run it manually. Activate optimization to create an optimization profile and an optimization user. When using Enhanced
Scheduling and Optimization, this activation isn't required.
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Create the Field Service Integration Permission Set

Create or update the Field Service Integration permission set to access data needed for optimization and automatic scheduling.
Customize the Field Service Appointment Life Cycle
A service appointment life cycle shows the sequence of stages that a service appointment passes through. The life cycle starts when
the appointment is created and ends when it reaches its final status.
Customize Appointment Booking Settings
Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment
Chatter action. Customize this scheduling experience from the Field Service Admin app.
Set Up Routing for Travel Time Calculations
Field Service uses aerial routing to estimate travel time between job sites. You can improve the accuracy of these estimates by
enabling street-level routing (SLR), which considers real turn-by-turn data. To further fine-tune travel time calculation, enable
predictive travel. For even more accurate travel time calculations using the exact service appointment location and incorporating
time of day, enable point-to-point predictive routing.
Enable Service Appointment Sliding
Free up time for scheduling more appointments when using appointment booking and scheduling. Service appointments on the
Gantt for the same resource can move to an earlier or later time, within the resource’s availability. Sliding service appointments
provides more time slot availability and faster SLA compliance and enables the scheduling of longer service appointments by reducing
white spaces.
Set Up Travel Modes
Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and
improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode
per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or
walking), the use of toll roads, and hazmat considerations.
Create and Manage Field Service Scheduling Policies
A scheduling policy is a set of rules and objectives that guides the schedule optimizer in its decisions. Use scheduling policies to
promote or de-emphasize factors like business priorities, travel time, and customer preferences. Whenever you optimize your team’s
schedule, you can select a guiding scheduling policy.
Create and Manage Field Service Work Rules
Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules
to any Field Service scheduling policy to guide schedule optimization.
Manage Rule Validation Checks
Set how often rules are checked for violations, and what triggers automatic rule validation checks.
Create and Manage Field Service Objectives
Add service objectives to a scheduling policy to indicate your scheduling goals. You can weight each objective to indicate its
importance. During schedule optimization, each appointment assignment receives a score from 0 to 100 for every service objective
based on how fully the objective was met.
Optimize Field Service Appointments Using Priorities
When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic
priorities, such as values that increase as due dates approach. Optimization can consider priority values when it assigns appointments
to time slots.
Create Relevance Groups
A relevance group in Field Service is a group of appointments or territory members that require their own work rules or service
objectives. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time
employees.
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Create Scheduling Recipes for Common Events

Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule
after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category.
Field Service Scheduling and Optimization Services
Scheduling and optimization includes services used to schedule, reschedule, and unschedule service appointments.
What’s Available in Enhanced Scheduling and Optimization
Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.
Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have
Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced
engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated
manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and
improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization
considerations and limitations before using the enhanced engine.
Set Up Enhanced Optimization for Field Service Territories
As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs
can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory
enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler
scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service
territory features are supported.
SEE ALSO:

Manually constructing an efficient field service schedule can drive even the most serene administrator
EDITIONS
to madness. Field Service’s optimization tool does the work for you by generating an optimal
schedule according to your priorities and constraints. Available in: both Salesforce
orgs) and Lightning
Here’s an example of how schedule optimization can boost your efficiency. Experience

Before Optimization After Optimization
features, managed
62 scheduled hours 69.5 scheduled hours package, and mobile app
24 minutes average travel 15 minutes average travel Unlimited, and Developer
51 scheduled appointments 56 scheduled appointments Editions.
Optimization Options
Define the scope of optimization to include an entire service territory’s schedule or just a single resource’s schedule.
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• Global optimization—Optimize your team’s schedule for one or more service territories across a specified range of days. You can
configure this type of optimization to run regularly—for example, every evening. Or, you can run it manually as needed. Global
optimization is the most thorough and powerful type of optimization, and therefore takes the most time to complete.
• In-day optimization: Navigate last-minute schedule upsets by rapidly optimizing your team’s schedule for one or more service
territories on the day of service.
• Resource optimization—Optimize an individual service resource’s schedule on the day of service.
Terms to Know
Schedule optimization is based on several custom components that help you fine-tune your scheduling operations.
Component Description
Scheduling policy A set of rules and objectives that guide the schedule optimizer.
Use a scheduling policy to promote or de-emphasize factors such
as business priorities, travel time, and customer preferences. When
you optimize your team’s schedule, you can select a guiding
scheduling policy.
Work rule A rule that refines the list of candidates for a service appointment
by rejecting service resources that don’t match the rule. For
example, the Match Skill rule ensures that service appointments
are assigned only to service resources with the required skills. A
scheduling policy can have one or more work rules.
Service objective A scheduling goal or target. You can weight service objectives to
prioritize one over another. Every appointment assignment has a
score for each service objective. The score indicates how fully the
objective was met. The highest-scoring assignments are preferred.
A scheduling policy can have one or more service objectives.
Relevance group A subset of service resources or service appointments. Use

relevance group to apply work rules or service objectives to certain
resources—for example, full-time resources only—or service
appointments. You can create modified versions of work rules and
service objectives for each group and assign them to the group
using Visualforce components.
For a given time horizon, optimization grades assignments based on service objectives, and compares overall scores for different schedule
iterations. When the optimization is completed, it chooses the schedule with the highest score, and assigns appointments accordingly.
Optimization can move appointments that were previously scheduled. For example, optimization can reassign an appointment when
it finds a slot with a better grade or when it tries to fix an overlap. If an optimization unschedules an appointment and can’t find another
suitable slot, the appointment remains unscheduled after the optimization is completed. Scheduled service appointments that have
already started (Scheduled Start time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. The
service appointment's travel time can be updated since the next service appointment can be updated.
When optimizing your team’s or a service resource’s schedule, appointments with rule violations remain pinned. With Enhanced
Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling
rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned
or in a pinned status.
95
Note: If Fix Overlaps is selected in the scheduling policy, any existing appointment overlaps are addressed during in-day or global
optimization. When overlaps are being fixed, the overlapping appointments are unscheduled. If the optimization engine is unable
to find a valid schedule for any appointments, these appointments remain unscheduled. If Fix Overlaps isn’t selected, overlaps are
left as is. This is not to be confused with the Fix Overlaps feature in the dynamic Gantt, which is used to reschedule overlapping
appointments. In the Fix Overlaps managed package feature, you can configure fix overlap settings. For example, when unable to
find a valid schedule for an appointment, you can select to put the appointment in jeopardy, unschedule it, or reshuffle other
assignments.
Tip: Not sure where to start? Create a scheduling recipe to address common scheduling challenges, like appointment cancellations
or overlaps.
SEE ALSO:
How Does the Field Service Optimization Engine Work?

Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service
location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same
location?
Why You Should Optimize

These tasks can be simple to schedule individually. Manually constructing an efficient schedule for collective tasks can be a nightmare
even for an expert administrator!
The good news is that you can let Field Service’s optimization engine do the work for you. By generating an optimal schedule for your
team and customers, according to your priorities and constraints, schedule optimization helps you comply with service-level agreements
and minimize travel time, overtime, costs, and no-shows.
How is this done? For a given time horizon, optimization grades assignments based on service objectives in the scheduling policy, and
compares overall scores for different schedule iterations. When the optimization is completed, it chooses the schedule with the highest
score, and assigns appointments accordingly.
It’s important to prepare for the inevitability of scale. Scale in customer calls, scale in resource appointments, scale in travel time and
even overtime expense.
Schedules and availability are key to assigning resources, tracking projects, and ensuring customer satisfaction. The optimization engine
considers all of the available resources and appointment times and uses the scheduling policies that you set to find the most qualified
candidate and time slot based on your service objectives. Scheduled service appointments that have already started (Scheduled Start
time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. The service appointment's travel time
can be updated since the next service appointment can be updated.
Optimization Process
1. The optimization engine receives all the relevant service appointment, service territory, and service resource data for the given time
horizon.
2. The appointments are then ordered according to priority, and evaluated accordingly. The priority is defined using the Work Order
Priority Field, Work Order Line Item Priority Field, and Service Appointment Priority Field options in Field Service Settings. Then it
starts to evaluate the highest priority appointment first.
96
3. The optimization engine then compares the prioritized appointment's details, such as territory, required skills, and due date, to the
scheduling policy’s work rules.
4. Work rules help filter out unqualified or unavailable candidates.
5. It views the scheduling policy’s work rules. Work rules remove candidates who can’t complete the appointment because they're
unqualified or unavailable. Now it has a pool of candidates who are ready and able to do the job.
6. The optimization engine searches for available time slots between a service appointment’s earliest start permitted and due date (or
arrival window start and end dates if they’re available) within the time horizon.
7. Each available time slot and qualified candidate is then evaluated according to the scheduling policy’s service objectives.
8. This process is then repeated for remaining slots and candidates, adds the scores, and assigns the appointment to the candidate
and time slot with the highest score.
The optimizer continues to the next appointment on the list (ordered by priority) and repeats the process. When all service appointments
sent to optimization are scheduled on the Gantt, or the Gantt is full, the schedule receives an overall Utilization grade.

Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic
scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and
schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization has performance and scale like never before
and provides a framework to host innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting
up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey
to Enhanced Scheduling and Optimization, with resources for every step of your way.
Your Guide to Enhanced Scheduling and Optimization
Get Started Set Up Enhanced Scheduling and Create a Scheduled Optimization Job
Optimization
Get Ready for Scheduling and Enable Enhanced Scheduling and Manage Scheduled Jobs
Optimization Optimization
What’s Available in Enhanced Create the Field Service Integration

Scheduling and Optimization Permission Set
What’s Schedule Optimization? Configure Remote Site Settings
Video: Enhanced Scheduling and (Enable Point-to-Point Routing) Set Up

Optimization (Summer ’23) Routing for Travel Time Calculations
97
What’s the Fate of Existing Salesforce Considerations for Point-to-Point

Customizations? Predictive Routing
Additional Resources: Set Up Enhanced Optimization per

Territory
Video: Enhanced Scheduling and Additional Resources:

Optimization (Spring ’23)
Video: Optimization Enablement Basics Transition to Enhanced Scheduling and

- Optimization Challenge Optimization
Create and Manage Scheduling Policies
Create and Manage Work Rules
Create and Manage Service Objectives
Optimize your Schedule Enhanced Features Considerations and Limitations
Optimize Your Field Service Schedule Video: Travel Modes Limits and Limitations for Enhanced
Optimize Today’s Schedule Set Up Travel Modes Limitations for Enhanced Optimization
per Territory
Optimize a Single Resource’s Schedule Video: Service Appointment Sliding Considerations for Enhanced Scheduling
and Optimization
Trailhead: Field Service Optimization Enable Service Appointment Sliding Field Service Limits and Limitations
Video: Flexible Breaks
(Flexible Breaks) Work Rule Type: Service

Resource Availability and Work Rule Entry
Type: Service Resource Availability
Video: Holiday Management
Video: Complex Work
Complex Work in Field Service
98
Best Practices Explore Metrics in the Optimization Hub Improve your Schedule with
Appointment Insights
Coming soon Explore Metrics in Optimization Hub Get Recommendations with

Learn About Optimization Hub
Set Up Optimization Hub
View Optimization Hub
Monitor and Troubleshoot:
Monitor Optimization Requests
More coming soon
Transition to Enhanced Scheduling and Optimization

To enable Field Service: Customize Application Available in: Available in

Lightning Experience and
To install the Field Service managed Customize Application
Salesforce Classic in these
package:
editions where Field Service
To assign a permission set license: Manage Users is enabled: Enterprise,
To create a permission set: Manage Profiles and Permission Sets Editions
To enable Enhanced Scheduling and Customize Application
Optimization:
Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories.
Orgs created before Summer ’23 can opt in and enable the enhanced engine for all or selected service territories and benefit from
advanced features, more efficient services, and improved scalability, performance, and schedule quality.

Configure your Salesforce org to transition smoothly to the enhanced engine.
99
Make sure that you meet these requirements.

• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation
preferences set in the Routing section of Field Service Settings.
1. Enable Enhanced Scheduling and Optimization and Field Service Integration in Setup under Field Service Settings.
2. Create or update the required permission sets in Field Service Settings.
3. Check whether the Enhanced Scheduling and Optimization service is configured in Remote Sites Settings. This service is typically
created automatically.
4. Check that point-to-point predictive routing is enabled in Field Service Settings > Scheduling > Routing. Enhanced Scheduling
and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing
section of Field Service Settings.
5. Configure Enhanced Scheduling and Optimization per territory. To enable Enhanced Scheduling and Optimization for a territory,
select Use enhanced scheduling and optimization in the service territory record. If the checkbox isn’t available, add it to the
Service Territory page layout. Review the limits and considerations that apply when you're using Enhanced Optimization per Territory.
Note: Use of the Enhanced Scheduling and Optimization services is controlled by the service territory. Some territories can
be enabled to use Enhanced Scheduling and Optimization while others aren’t, based on your rollout strategy. You can select
to enable all service territories to use Enhanced Scheduling and Optimization in Field Service Settings > Scheduling >
General Logic.
6. (Optional) To use background optimization such as global or in-day optimization, create a scheduled optimization job. Select
Enhanced Optimization for Automator type. The Enhanced Optimization job type includes additional fields.
• Time Periods lets you specify multiple time periods in the same job. This option lets you set up one job for multiple optimization
horizons instead of separate jobs.
• Territory grouping lets you create multiple optimization groups within the same optimization job. Each optimization group has
its own Optimization Request. If you configure multiple time periods, a separate Optimization Request per time period per group
is created. You can only add territories enabled for Enhanced Scheduling and Optimization to an optimization group.
Note: With enhanced scheduled jobs, configuring multiple groups of territories in one optimization job reduces the total
number of Apex jobs that run in the org. This reduction of Apex jobs is because the optimization job uses only one Apex job
to create all the optimization requests for each territory group. With the standard optimization job configuration, you configure
one territory group per optimization job such that each territory group runs under its own Apex batch process. This configuration
means a separate apex batch process is created for each territory group.
7. To reserve time slots for designated types of work create a recordset filter criteria for designated work.
8. (Optional) Enhanced Scheduling and Optimization provides innovative features that were previously unavailable. Explore and apply
these features to your solution as needed.
• Set up travel modes and define different modes of transportation per service territory or service territory member to calculate
travel based on that mode of transportation.
• Set up sliding to allow Appointment Booking to find more available time slots by sliding scheduled appointments left or right
to squeeze in a new appointment.
• Create multiple flexible breaks with break timings that have a configurable offset from the start of the working day instead of a
static hour. Create up to three breaks in a day and set a latest scheduled time for breaks.
• Create holidays to set non-working times for the duration of the holiday period. Create holiday shifts for service resources who
are available to work during the holiday.
100
• Explore metrics in Optimization Hub. Use this enhanced version of Optimization Insights to provide KPI metric data on optimization
requests and to show statistical improvements the optimizer made.
• Create time and resource dependencies between appointments to enforce scheduling constraints. Enhanced Scheduling and
Optimization supports up to five Service appointments in a complex work chain.
• Use Gradeless Appointment Booking to improve the performance of appointment booking response time by removing objectives
from your appointment booking scheduling policy. By not specifying objectives, you save processing time required for scoring
the slot, and appointment booking only needs to find the first slot available instead of comparing against all service resources
that offer the slot.
• Use Schedule Mode to get more information on what action caused the most recent change in schedule. Additional options in
Schedule Mode, available with Enhanced Scheduling and Optimization, provide more transparency: Manual, Drag and Drop,
Schedule, Global Optimization, In-Day Optimization, and Resource Optimization. Schedule Mode appears on the service
appointment record.
• Mark Offsite Appointments to indicate that the appointment can be done remotely, with no travel time added to the schedule.
For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be
done from anywhere.
Note: The enhanced optimizer can automatically unschedule and try to resolve appointments that are scheduled in violation
of rules. Manual intervention is no longer required to resolve rule violations before optimization. Appointments that need to
stay in rule violation can be pinned.
9. Fine-tune the scheduling policy.

10. After testing Enhanced Scheduling and Optimization in a test environment, enable Enhanced Scheduling and Optimization for one
or two service territories in production and evaluate the results. Use the Optimization Hub to collect scheduling KPI data and get
feedback from business users. After you’ve verified that the pilot tests are successful, enable more service territories and make
adjustments where required.
Note: You enable Enhanced Scheduling and Optimization scheduling services by service territory. This configuration lets you
use the nonenhanced engine for any service territories with use cases that aren’t supported by Enhanced Scheduling and
Optimization. When optimizing multiple territories, you must enable or disable all the territories for Enhanced Scheduling and
Optimization. Create separate optimization jobs for Enhanced Scheduling and Optimization and for territories that aren’t
enabled for Enhanced Scheduling and Optimization.
SEE ALSO:
Limits and Limitations for Enhanced Scheduling and Optimization
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Activate Field Service Schedule Optimization

Configure optimization so you can schedule appointments and address last-minute challenges.
EDITIONS
You can set up optimization to run regularly, or run it manually. Activate optimization to create an
optimization profile and an optimization user. When using Enhanced Scheduling and Optimization, Available in: both Salesforce
this activation isn't required. Classic (not available in all
orgs) and Lightning
Experience
Note: Setting up optimization consumes one Salesforce license, so check that a license is The Field Service core
available. features, managed
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field package, and mobile app
Service Settings tab. are available in Enterprise,
2. Click Optimization > Activation. Click Create Optimization Profile to create an optimization
Editions.
profile and an optimization user that submits optimization requests.
3. When you’re prompted, switch to the newly created optimization user.
USER PERMISSIONS
a. From Setup, navigate to the Users page and locate the optimization user.
To create users:
b. Click Edit next to the user and select Active on their profile.
• Manage Internal Users
If you deactivate the optimization user, you can’t use optimization.
c. Select Generate new password and notify user immediately.

d. Log out.
4. When you receive the password reset email, click the link and complete the steps to log in as the optimization user.
5. When you’re logged in, click the + icon in the tab bar to see your full list of tabs. Click the Field Service Settings tab.
6. Click Activate Optimization.
7. Click Allow to allow remote site access and be redirected back to Field Service Settings.
8. Log out as the optimization user and log back in with your regular username and password.
Optimization is now ready to use in your org.
Optimization includes these scheduling features.
Feature Description Learn More

In-day optimization Last-minute changes can derail your team’s schedule. Create Optimize Today’s Field Service
scheduling policies that swiftly optimize the day’s schedule so that Schedule
you can get your team back on track.
Scheduling recipes Tackle common scheduling challenges with optimization “recipes” Create Scheduling Recipes for
that adjust your schedule after appointment cancellations, time Common Events
changes, and overlaps. Cover all scenarios by creating multiple
recipes in each category
Predictive travel Predictive travel builds on the street-level routing service by Set Up Routing for Travel Time
incorporating time-of-day route data into travel time estimates. Calculations
Predictive travel applies only to optimization operations. This
routing option is unavailable from Spring ’21. Point-to-point
predictive routing replaces predictive travel.
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Feature Description Learn More

Point-to-point predictive routing Point-to-point predictive routing estimates travel time using the Set Up Routing for Travel Time
exact service appointment location and considers time of day. This Calculations
routing is used across all scheduling and optimization operations.
Shift availability Shifts let you define variable working periods, create shifts for Manage Field Service Shifts
particular dates and times and assign them to service resources.
SEE ALSO:
Create the Field Service Integration Permission Set

Create or update the Field Service Integration permission set to access data needed for optimization
EDITIONS
and automatic scheduling.
Available in: Available in
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Salesforce Classic in these
Service Settings tab. editions where Field Service
2. Click Getting Started and then Permission Sets. is enabled: Enterprise,
3. On the Field Service Integration tile, click Create Permissions or Update Permissions. Editions
When a permission set is current, the Create Permissions or Update Permissions link on the tile is
replaced by a message indicating that it’s up to date. USER PERMISSIONS
SEE ALSO: To configure the Field Service

managed package:
Assign Field Service Permissions • Customize Application
Create Field Service Permission Sets To assign a permission set
license:
• Manage Users
Permission Sets
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A service appointment life cycle shows the sequence of stages that a service appointment passes
EDITIONS
through. The life cycle starts when the appointment is created and ends when it reaches its final
status. Available in: both Salesforce
orgs) and Lightning
Service appointments come with the following statuses to represent stages in their life cycle. Experience
• None The Field Service core
• Scheduled features, managed
• Dispatched package, and mobile app
• In Progress Unlimited, and Developer
• Completed Editions.
• Cannot Complete
• Canceled
Tip: Update the status names to fit your business by editing the Status picklist values in Setup. Changing the name doesn’t change
a status’s automatic transition behavior.
Note: When creating custom statuses, consider the status naming as there's a 40-character limit for status transitions. The status
transition is defined as: Status 1 - Status 2. If this definition exceeds 40 characters, including the dash and the spaces, then the
status transition isn't saved.
Here’s how to customize your service appointment life cycle.
2. Click Service Appointment Life Cycle.
3. Click SA Status. Select a status value for each description.
5. Click the Status Transitions tab.
6. Each row represents a flow or transition in the service appointment life cycle. Modify the existing flows, delete flows, or add new
ones.
Note: When a service appointment is unscheduled, its status changes to None.
Note: Emergency service appointments don’t consider status transitions when their status is changed to any status in the
Dispatched status category.
7. Optionally, click More Details to limit the user profiles that can make each status change. You can also select a custom Visualforce
page to display when a user tries to make the status change. The status flow diagram at the bottom of the page shows your status
flows, but doesn’t show profile-based restrictions.
SEE ALSO:
Service Appointment Fields for Field Service
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Users can schedule service appointments for a work order, work order line item, or other record by
EDITIONS
using the Book Appointment Chatter action. Customize this scheduling experience from the Field
Service Admin app. Available in: both Salesforce
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
2. Select Global Actions > Appointment Booking. features, managed
3. Configure your settings. package, and mobile app
Note: You can quickly find the first valid, but not necessarily the best, option per appointment Unlimited, and Developer
slot with Enhanced Scheduling and Optimization. By not specifying service objectives in the Editions.
scheduling policy, the scheduling engine returns available time slots for appointments without
grading them. For complex work, the scheduling engine returns the next available time slot,
regardless of the scheduling policy’s objectives. For example, resource A can be scheduled
on Monday from 10:00 AM-12:00 PM with 30-minutes additional travel time, and resource B
can also be scheduled in that slot with only 5-minutes travel (same slot, different resource,
with higher grade). With gradeless appointment booking, the engine returns the first option
that it finds, without checking all possible options and grading them.
Field Name Description

Default scheduling policy The scheduling policy used to generate a list of arrival windows or
time slots when a user clicks Book Appointment or Candidates
in the feed. By default, these actions use the Customer First
scheduling policy. This policy aims first to use the customer’s
preferred service resources, then to schedule the appointment as
soon as possible, and finally to minimize the resource’s travel time.
Tip:
• You can also change this setting on the Customize
Appointment Booking page in Guided Setup.
• Optionally, create a custom Scheduling Policy lookup
field for an object and map it to the object on the
Derivations tab in Global Actions. This way, records of
that object type use the policy you selected rather than
the default policy.
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Default operating hours The operating hours that determine the arrival window time slots
that are offered to customers. Each appointment’s scheduled start
falls within the arrival window requested by the customer.
By default, the Gold Appointments Calendar operating hours are
used, which consist of two-hour time slots, Monday–Friday, from
9 AM to 5 PM. You can change the arrival window operating hours
on the Customize Appointment Booking page in Guided
Setup—which also lets you quickly define and preview your
hours—or from the Operating Hours tab.
Tip: If different appointment booking windows are needed

for different level of service, add entitlements to your work
orders. For example, standard customers get 4-hour booking
windows while VIP customers get 2-hour windows. In the
Operating Hours field on the entitlement, select the
appropriate appointment booking window operating hours.
Ideal grading threshold An appointment’s grade represents its adherence to the scheduling
policy’s service objectives. Enter a value 0–100. When potential
appointments are shown in the Book Appointment action,
appointments with a grade equal to or higher than the ideal
grading threshold have an Ideal flag.
Recommended grading threshold An appointment’s grade represents its adherence to the scheduling
appointment times are shown in the Book Appointment action,
appointments with a grade below the ideal grading threshold and
equal to or higher than the recommended grading threshold have
a Recommended flag.
Minimum Grade An appointment’s grade represents its adherence to the scheduling

appointments are shown in the Book Appointment action,
appointments below this value aren’t shown in the list.
Number of hours for initial appointment search If the difference between the earliest start permitted and due date
is greater than this value, the appointment is displayed in an initial
list while the search continues for additional candidates.
Show grades explanation When this option is selected, clicking the info icon next to an option
shows its score for each service objective in the applied scheduling
policy. These scores are averaged to form the overall score.
Custom CSS (cascading style sheet) To customize the appearance of the Book Appointment and
Candidates actions, enter a name of a CSS file.
Disable service territory picker in appointment booking Hide the service territory field in the Book Appointment action.
Pin three highest graded time slots to the top Highlight the three highest-graded time slots and pin them to the
top of the list in a Golden Slots section.
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Open extended view by default Display appointment details in the extended view. When this option
isn’t selected, users must click Show More Options to see the
Earliest Start Permitted and Due Date fields.
Note: For an appointment to be scheduled, the following

information is required: scheduling policy, work type, earliest
start permitted, and due date. While a service territory isn’t
required, it’s recommended.

In large field service operations, the service appointment’s support agent, assigned resource, and customer could all be in different
time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.
SEE ALSO:

In large field service operations, the service appointment’s support agent, assigned resource, and
EDITIONS
customer could all be in different time zones. Field Service’s appointment booking process shows
each user’s appointment details in their own time zone. Available in: both Salesforce
orgs) and Lightning
If your operation spans multiple time zones, follow these guidelines when creating records. Experience
• For work orders, complete the Service Territory field. A service appointment inherits its parent The Field Service core
record’s service territory when the parent is a work order or work order line item, but you can features, managed
set a unique service territory on an appointment. package, and mobile app
• For service territories, select operating hours that are associated with the territory’s time zone. are available in Enterprise,
For example, for a New York service territory, select operating hours with the New York time Unlimited, and Developer
zone. Editions.
• Create operating hours in Guided Setup that represent the arrival windows offered in the Book
Appointment action.
2. Select Go to Guided Setup > Customize Appointment Booking.
3. Update the operating hours, and save your changes.
You can also update the operating hours from Field Service Settings > Scheduling > Appointment Booking.
When the Book Appointment action is used, Field Service doesn’t consider the time zone defined on the arrival windows operating
hours record. Instead, it uses the time zone of the service appointment’s service territory’s operating hours. This way, when a customer
selects a time slot, the appointment is scheduled according to the customer’s time zone.
Example:
• The support agent’s time zone is Eastern Time (ET).
• The service resource’s time zone is Mountain Time (MT) on both the user record and the primary service territory.
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A customer in Nevada calls the company for an appointment, and the support agent creates a work order. The work order sets
the customer’s service territory to the match the site address. The service territory uses the customer’s time zone—in this case,
Pacific Time (PT).
On the Book Appointment page, the customer selects an arrival window of 1–3 PM. The arrival window is in the customer’s time
zone (PT) because it uses the work order’s service territory’s time zone.
After the appointment is booked, each person involved can view its details in their time zone.
• When the customer (PT) receives an email confirmation, the arrival window is listed as 1–3 PM.
• When the support agent (ET) views the service appointment, the arrival window is listed as 4–6 PM.
• When the assigned resource (MT) checks the schedule in the Field Service mobile app, the arrival window is listed as 2–4 PM.

Field Service uses aerial routing to estimate travel time between job sites. You can improve the
EDITIONS
accuracy of these estimates by enabling street-level routing (SLR), which considers real turn-by-turn
data. To further fine-tune travel time calculation, enable predictive travel. For even more accurate Available in: both Salesforce
travel time calculations using the exact service appointment location and incorporating time of Classic (not available in all
day, enable point-to-point predictive routing. orgs) and Lightning
Experience
Point-to-point predictive routing is gradually replacing predictive travel and street-level routing
features, managed
and is available in all scheduling and optimization operations. As of Spring ’21, new Salesforce orgs
get point-to-point predictive routing by default. Salesforce orgs before this retain predictive travel
and their configuration but can switch to point-to-point predictive routing. Unlimited, and Developer
Per-appointment travel time is one of the most important KPIs that a field service organization Editions.
tracks. A small improvement can give a mobile worker more time to work, drive less, reduce their
carbon footprint, and promptly reach the customer. Accurate route planning helps your mobile
workforce perform at the highest level.
Field Service uses routing to calculate and minimize travel time and distance between appointments, and shares this information with
users. Travel time also factors into the scores assigned to available time slots and service resources during scheduling. Several routing
options are available:
• Aerial routing—Computes the shortest distance between two locations based on a straight-line route.
• Street-level routing—Computes the distance along roads or transportation routes. SLR is based on actual road speed measurements
and the expected travel speed based on road type. SLR calculation takes a bit longer than aerial routing calculation. You must be
registered to use SLR. Registration is automatic. A Register button appears if necessary, for example, after you refresh a sandbox for
Field Service.
• Predictive travel —Builds on SLR by incorporating time-of-day data into the calculation. Predictive travel applies only to optimization
operations; scheduling operations like the Book Appointment and Candidates actions don’t use it.
• Point-to-point predictive routing—Estimates travel time using the exact service appointment location and considers time of day.
This routing is used across all scheduling and optimization operations.
Emergency work uses Real-Time Travel provided by Google.
To set your travel time calculation preferences, open the Field Service Admin app from the App Launcher. Select Field Service Settings >
Scheduling > Routing.
Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set
in the Routing section of Field Service Settings. Aerial routing is used when Enhanced Scheduling and Optimization can't calculate travel
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time using predictive travel. A route can be unfeasible with predictive travel if travel mode limitations apply, a location is more than 1.5
kilometers from an official road, or data coverage is partial. For example, the dispatcher wants to manually assign the work to Alan as
he’s the only available resource. Alan drives a truck, but the route that Alan is assigned to doesn't allow trucks. Or, Alan is assigned to
maintain an asset that’s located 2 kilometers from a road, or in a new neighborhood. The travel source used to calculate the travel time
to the service appointment, resource absence, or home base is automatically shown in the Estimated Travel Time From Source and
Estimated Travel Time To Source fields for the assigned resource or resource absence.

Pay attention to the considerations if you’re using Enhanced Scheduling and Optimization.
• Point-to-point predictive routing is used regardless of the travel distance.
• Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end
points.
• When a service appointment is dragged onto the Gantt to be scheduled, the routing calculation depends on the chosen start time.
The time of day can affect typical road speed measurements, for example.
• The Travel From field on service appointments displays Aerial as the calculation method for all appointments, except for the last
appointment of the day. Because Travel From is calculated only for the last service appointment of the day, its value is zero for every
other appointment. The last appointment of the day is calculated with SLR.
• The Maximum Travel from Home work rule always uses aerial routing calculation regardless of point-to-point predictive routing or
SLR.

Pay attention to the considerations if you aren’t using Enhanced Scheduling and Optimization.
• Point-to-point predictive routing considers using toll roads when relevant. SLR and Predictive travel avoid toll roads, which can result
in longer travel times.
• Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end
points.
• When you switch from aerial routing to SLR, scheduling recalculates travel times, including times for already scheduled appointments.
• When SLR is activated, resource travel speed isn’t considered. However, if the calculation returns to aerial routing, travel speed is
considered.
• The Street Level Routing Cache custom object improves SLR calculation time for distances that were calculated in the previous 30
days between two given points. Don’t delete this object.
• The travel time is based on the Driving profile in Google maps and can’t be changed.
• SLR creates a grid of 200-meter squares. Every service appointment within the grid gets the same geolocation for routing purposes.
• When a service appointment is dragged onto the Gantt to be scheduled, the routing calculation depends on the chosen start time.
The time of day can affect typical road speed measurements, for example.
• If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation to estimate travel time with SLR. If
you don’t include this annotation, aerial routing is used instead. For more information, see Queueable Apex: More Than an @future.
• The Travel From field on service appointments displays Aerial as the calculation method for all appointments, except for the last
appointment of the day. Because Travel From is calculated only for the last service appointment of the day, its value is zero for every
other appointment. The last appointment of the day is calculated with SLR.
• If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used.
• Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each day
is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you would get on a night slot with
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minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR travel time for
platform scheduling.
• Any scheduling action that is triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR is
enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If DML
occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error. To avoid an
exception, allow the system to use aerial routing or ensure that DML is completed in a separate transaction. If you want transactions
of this type to cause an exception rather than a switch to aerial routing, from the App Launcher, find and open the Field Service
Admin app, and then click Field Service Settings > Scheduling. Select Avoid aerial calculation upon callout DML exception.
• Optimization can use aerial, SLR, or predictive travel, and can report which routing method was used.
Additional Considerations for Point-to-Point Predictive Routing

• In Salesforce orgs before Spring ’21, if you haven’t turned on point-to-point predictive routing, you can still switch to SLR or predictive
travel.
• Unlike SLR, which creates a grid of 200-meter squares, point-to-point predictive routing uses the exact locations of objects for
scheduling.
• For a location (source or destination) that is more than 1.5 kilometers from the nearest road, aerial routing is used instead of
point-to-point predictive routing.
• Aerial routing is used when Enhanced Scheduling and Optimization can't calculate travel time using point-to-point predictive routing.
A route can be unfeasible with predictive travel if travel mode limitations apply or data coverage is partial.
• Check which territories are fully covered by point-to-point predictive routing in the list of navigable countries.
Important: When you switch to point-to-point predictive routing, scheduling and optimization recalculate travel times, including
times for already scheduled appointments. You may incur an overlap of appointments because of the more accurate, slightly
longer, travel times. Use resource schedule optimization to fix overlaps locally (for specific resources), or run global or in-day
optimization to reoptimize the whole schedule (this takes longer). If you aren't using Enhanced Scheduling and Optimization, you
need to apply the Fix Overlaps scheduling policy.
Navigable Countries
The availability of point-to-point predictive routing in a region depends on the map coverage level for that region.
Navigable Countries
The availability of point-to-point predictive routing in a region depends on the map coverage level
EDITIONS
for that region.
The following countries support this level of routing. orgs) and Lightning
• Algeria Experience
• Albania The Field Service core

• American Samoa features, managed
• Andorra are available in Enterprise,
• Argentina Unlimited, and Developer
• Australia Editions.
• Bahamas
• Bahrain
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• Belgium
• Bosnia and Herzegovina
• Botswana
• Brazil
• Brunei
• Bulgaria
• Burkina Faso
• Cameroon
• Canada
• Cayman Islands
• Central African Republic
• Chad
• Chile
• Colombia
• Congo, Republic of the
• Costa Rica
• Cote d’Ivoire (Ivory Coast)
• Croatia
• Cyprus
• Czechia
• Denmark
• Egypt
• Equatorial Guinea
• Estonia
• Eswatini
• Falkland Islands (Islas Malvinas)
• Finland
• France
• French Guiana
• Gabon
• Germany
• Gibraltar
• Greece
• Guadeloupe
• Guam
• Hong Kong
• Hungary
• Iceland
• India
• Indonesia
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• Iraq
• Ireland
• Isle of Man
• Israel
• Italy
• Jordan
• Kazakhstan
• Kenya
• Kosovo
• Kuwait
• Latvia
• Lebanon
• Lesotho
• Libya
• Liechtenstein
• Lithuania
• Luxembourg
• Macau
• Malaysia
• Malta
• Martinique
• Mauritania
• Mauritius
• Mayotte
• Mexico
• Monaco
• Montenegro
• Morocco
• Mozambique
• Namibia
• Netherlands
• New Zealand
• Nigeria
• North Macedonia
• Norway
• Oman
• Panama
• Paraguay
• Peru
• Philippines
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• Poland
• Portugal (Azores, Madeira)
• Puerto Rico
• Qatar
• Reunion Island
• Romania
• Russia
• Saint Barthélemy
• Saint Helena
• San Marino
• Sao Tome and Principe
• Saudi Arabia
• Serbia
• Singapore
• Slovakia
• Slovenia
• South Africa
• Spain
• Sweden
• Switzerland
• Sweden
• Switzerland
• Taiwan
• Thailand
• Tunisia
• Türkiye
• Ukraine
• United Arab Emirates
• United Kingdom (UK)
• Uruguay
• USA
• Vatican City
• Venezuela
• Vietnam
• Virgin Islands (USA)
• Zambia
• Zimbabwe
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Low Coverage Countries

Low coverage areas provide minimum map coverage. These countries are missing routes or traffic information required for accurate
point-to-point travel predictions.
• Belarus
• Japan
• Moldova
Enable Service Appointment Sliding

Free up time for scheduling more appointments when using appointment booking and scheduling.
EDITIONS
Service appointments on the Gantt for the same resource can move to an earlier or later time, within
the resource’s availability. Sliding service appointments provides more time slot availability and Available in: Available in
faster SLA compliance and enables the scheduling of longer service appointments by reducing Lightning Experience and
white spaces. Salesforce Classic in these
This is a Field Service managed package feature. is enabled: Enterprise,
Watch the video to see how to free up time for a new service appointment when using appointment Unlimited, and Developer
booking and scheduling operations by sliding service appointments on the Gantt to an earlier or Editions
later time, within the resource’s availability.
Watch a video USER PERMISSIONS
Before you enable service appointment sliding, make sure you meet these requirements. To enable service
appointment sliding:
• Field Service is enabled. • Customize Application
• Enhanced Scheduling and Optimization is enabled.
1. From the App Launcher, open the Field Service Admin app, and then click the Field Service Settings tab.
2. Select Scheduling | General Logic.
3. Select Enable service appointment sliding.
Note: Service appointment sliding doesn’t reshuffle scheduled appointments or violate any scheduling rules, and pinned
service appointments aren’t moved.
Considerations for Service Appointment Sliding

Before you start using Service Appointment Sliding, make sure you review some considerations.
SEE ALSO:
Get Ready for Enhanced Scheduling and Optimization
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Considerations for Service Appointment Sliding

Before you start using Service Appointment Sliding, make sure you review some considerations.
EDITIONS
• Service appointments can’t move from one resource to another. Lightning Experience and
• Service appointments can’t be unscheduled. Salesforce Classic in these
• Service appointments can move left and right within the shift without changing the order of
is enabled: Enterprise,
the service appointments scheduled in the shift.
• Sliding service appointment functionality is applicable to appointment booking and schedule Editions
services only.
• Pinned service appointments can’t be moved.
• Sliding of service appointments is available only when the entire dependency group is scheduled to the same resource and to the
same shift.
• Sliding isn’t supported for service appointments that are scheduled during shifts that span over midnight.
In addition to these considerations, all Limits and Limitations for Enhanced Scheduling and Optimization apply to Service Appointment
Sliding.
Set Up Travel Modes

Optimization services with different travel modes enhance predictive travel by providing more
EDITIONS
accurate travel time predictions and improving the completion rate of service appointments. By
leveraging different types of travel modes, admins define the travel mode per territory, per primary Available in: Available in
service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, Lightning Experience and
or walking), the use of toll roads, and hazmat considerations. Salesforce Classic in these
Watch the video to see how to calculate accurate travel times when scheduling service appointments, Unlimited, and Developer
based on transportation type, permission to use toll roads, and the presence of hazardous materials. Editions
Watch a video
Before you set up Travel Modes, make sure you meet these requirements.
Travel modes are applied only to territories using Enhanced Scheduling and Optimization. Travel mode can't be assigned to a
secondary service territory member. All Limits and Limitations for Enhanced Scheduling and Optimization apply to travel modes.
Configure Travel Modes

Configure your Travel Modes settings and assign user permissions.
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Create Travel Modes for Field Service

Create travel modes per territory, resource, or both so that routing calculations are accurate based on the transportation type, whether
the resource can drive through toll roads, and whether the resource is carrying hazardous materials.
Assign a Travel Mode to a Service Territory or Service Territory Member
Assign a travel mode to a service territory or to a service territory member so that the Enhanced Scheduling and Optimization engine
can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service
territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the
territory-level setting. Only primary territory members can have a travel mode assigned to them.
SEE ALSO:
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Configure Travel Modes

Configure your Travel Modes settings and assign user permissions.
EDITIONS
1. From Setup, in the Quick Find box, enter Object Manager, and then select Object Lightning Experience and
Manager. Next, click Service Territory or Service Territory Member, and then scroll to the Salesforce Classic in these
Page Layouts section. editions where Field Service
2. Click Page Layouts, and then click FSL Service Territory Layout or FSL Service Territory is enabled: Enterprise,
Member Layout.
Editions
3. Click Edit, drag the Travel Modes field to the page layout, and then save your changes.
USER PERMISSIONS
To enable travel modes:

To view travel modes:
• Read on travel modes
OR
Any of these custom
permission sets:
Permissions
• Field Service Agent
Permissions
• Field Service
Dispatcher
Permissions

travel modes:
• Edit on travel modes
To assign a travel mode to
a service territory or service
territory member:
• Edit on service territory
and/or service territory
member
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Create Travel Modes for Field Service

Create travel modes per territory, resource, or both so that routing calculations are accurate based
EDITIONS
on the transportation type, whether the resource can drive through toll roads, and whether the
resource is carrying hazardous materials. Available in: Available in
1. From the Travel Modes tab, click New. editions where Field Service
2. Select a travel mode name. is enabled: Enterprise,
Editions
USER PERMISSIONS

3. Select the transport type: Car (default), Light Truck, Heavy Truck, Bicycle, or Walking. The truck • Read on travel modes
category that you select is based on the truck’s measurements and maximum load capacity. To create, update, or delete
travel modes:
Transport Type Weight (kg) Height (m) Length (m) Width (m) • Edit on travel modes
Light Truck 8,500 4.3 12.5 2.5
Heavy Truck 15,000 4.6 19 3.5
4. Indicate whether the travel mode can use toll roads and whether it’s transporting hazmat, and then save your changes.
Note: When you select walking or bicycle, the hazmat and toll roads settings are ignored during calculation.
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Assign a Travel Mode to a Service Territory or Service Territory Member

Assign a travel mode to a service territory or to a service territory member so that the Enhanced
EDITIONS
Scheduling and Optimization engine can consider the resource’s routing and travel preferences.
Routing requests are based on the travel mode selected at the service territory level unless specified Available in: Available in
otherwise at the resource level. In this case, the resource territory membership setting overrides Lightning Experience and
the territory-level setting. Only primary territory members can have a travel mode assigned to them. Salesforce Classic in these
Note: Enhanced Scheduling and Optimization uses point-to-point predictive routing Unlimited, and Developer
regardless of the travel time calculation preferences set in the Routing section of Field Service Editions
Settings.
Travel modes are applied only to territories using Enhanced Scheduling and Optimization. USER PERMISSIONS
Travel mode can't be assigned to a secondary service territory member. All Limits and
Limitations for Enhanced Scheduling and Optimization apply to travel modes.
• Read on travel modes
1. From the Service Territories tab, click a service territory, and then edit the Travel Mode field. To create, update, or delete
travel modes:
• Edit on travel modes
To assign a travel mode to
a service territory or service
territory member:
• Edit on service territory
and/or service territory
member
2. Select a travel mode, and then save your changes.

3. To select a travel mode for a particular service territory member, click the service territory Related tab, and then click the required
service resource name under Service Territory Members. The service resource must be a primary territory member.
4. Edit the resource’s service territory.
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5. Select the travel mode for that resource and save.
Create and Manage Field Service Scheduling Policies

A scheduling policy is a set of rules and objectives that guides the schedule optimizer in its decisions.
EDITIONS
Use scheduling policies to promote or de-emphasize factors like business priorities, travel time, and
customer preferences. Whenever you optimize your team’s schedule, you can select a guiding Available in: both Salesforce
scheduling policy. Classic (not available in all
orgs) and Lightning
Experience
Scheduling policies are made up of two elements:
• Work rules refine the list of candidates for a service appointment by rejecting service resources features, managed
that violate any rule. package, and mobile app
• Service objectives represent the policy’s purpose. You can weight each objective to indicate are available in Enterprise,
its importance. Unlimited, and Developer
Editions.
Note: For Appointment Booking, you can quickly find the first valid, but not necessarily the
best, option per appointment slot by not specifying service objectives in the scheduling
policy. The Enhanced Scheduling and Optimization engine returns the next available time
slot for appointments without grading them. For complex work, it returns the next available
time slot, regardless of the scheduling policy’s objectives. For example, resource A can be
scheduled on Monday from 10:00 AM-12:00 PM with 30-minutes additional travel time, and
resource B can also be scheduled in that slot with only 5-minutes travel (same slot, different
resource, with higher grade). With gradeless appointment booking, the engine returns the
first option that it finds, without checking all possible options and grading them.
Standard Scheduling Policies

Field Service includes four standard scheduling policies. You can customize these policies or create your own.
Scheduling Policy Description

Customer First Balances great customer service with travel minimization. Appointments are
graded first by the customer’s selection of a preferred employee and then by
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Scheduling Policy Description

the ability to schedule the appointment as soon as possible. Travel minimization
is the second priority.
High Intensity Typically used in times of high service volumes, like a storm scenario, where you
need employee productivity is higher priority than customer preferences.
Soft Boundaries Identical to the Customer First policy, but allows the sharing of employees
between territories to enhance service coverage.
Emergency Used with the Emergency Chatter action to dispatch emergency service
appointments.
Manage Scheduling Policies

Create and manage scheduling policies from Guided Setup or the Scheduling Policies tab. To open Guided Setup, from the App Launcher,
find and open the Field Service Admin app. Click Field Service Settings > Go to Guided Setup > Customize Scheduling Policies.
Check your page layout settings before you begin; some fields may need to be added to your layout.
Outside of Guided Setup, you can view a policy’s work rules and weighted service objectives in its related lists.
Note: Every scheduling policy automatically includes a Due Date work rule and Earliest Start Permitted work rule. In addition,
scheduling policies must include a Service Resource Availability work rule for resource absences to be respected during scheduling.
Apply a Scheduling Policy

You can apply a scheduling policy to your scheduling process in several ways.
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Action Steps
Select a policy for scheduled optimization jobs From the App Launcher, find and open the Field Service Admin app, and then
click the Field Service Settings tab. Then, click Optimization > Scheduled
Jobs. Update the Scheduling Policy field on any scheduled job to list your
preferred policy.
Select a default scheduling policy for scheduling from From the App Launcher, find and open the Field Service Admin app, and then
the dispatcher console click the Field Service Settings tab. Click Dispatcher Console UI and update
the Default scheduling policy field.
Select a default scheduling policy for the Book From the App Launcher, find and open the Field Service Admin app, and then
Appointment and Candidates actions click the Field Service Settings tab. Click Global Actions > Appointment
Booking and update the Default scheduling policy field.
Select a policy in the dispatcher console appointment The Policy field in the appointment list shows the default dispatcher console
list scheduling policy, but can be updated before a dispatcher optimizes the
schedule.
Note: To automatically schedule a service appointment, select a scheduling policy using the Scheduling Policy Used field. Then
select the checkbox for Auto Schedule. If the Scheduling Policy Used field is blank, Field Service uses your org's default scheduling
policy.
Scheduling Policy Fields

Scheduling policies have the following fields. Some may need to be added to your page layouts.

Commit Mode Choose what happens if a user makes a potentially conflicting
change to the schedule while optimization is in progress. This field
applies to resource schedule optimization and in-day optimization,
and isn’t considered in global optimization. Global optimization
always runs in the Always Commit mode. The field has two
options:
• Always Commit (default)—If a user tries to make a
potentially conflicting change to the schedule while
optimization is in progress, warn the user that their change
may conflict with the optimization results, but let them opt to
complete the change. If the conflicting change is made by
automation or a user outside of the dispatcher console, no
warning is displayed.
• Rollback—If a potentially conflicting change is made to
the schedule for the dates being optimized—with a buffer day
before and after—don’t complete the optimization. This choice
is a conservative scheduling option that helps you avoid all
possible conflicts.
For example, if you begin a scheduled job to optimize April
2–5, any change made to the April 1–6 schedule causes the
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optimization to be rolled back. Changes include creating,
updating, and deleting resource absences and service
appointments.
Description Description of the policy.
Fix Overlaps (Checkbox) If this option is selected, any existing appointment

overlaps are addressed during in-day or global optimization. The
way the overlap is addressed depends on:
• The start time and priority of the overlapping appointments.
• Whether either appointment has a pinned status. To choose
which appointments are pinned (excluded from rescheduling)
during optimization, from the Field Service Settings tab, click
Optimization > Logic.
Fix Overlaps in global optimization and in-day optimization
addresses only overlaps between service appointments and ignores
overlaps with Resource Absences.
If Fix Overlaps isn’t selected, overlaps are left as is.
When using Enhanced Scheduling and Optimization, overlaps are
always fixed, such that this Fix Overlaps option isn't relevant.
In-Day Optimization (Checkbox) If this option is selected, the scheduling policy uses
in-day optimization rather than global optimization.
Scheduling Policy Name Name of the policy.
Fine-Tune the Scheduling Policy

Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service
territories. Orgs created before Summer ’23 can opt in and enable the enhanced engine for all or selected service territories. When
transitioning to use the enhanced engine, you can adjust the scheduling policy to change the results to better match your KPIs.
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Fine-Tune the Scheduling Policy

Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization
EDITIONS
enabled by default for all service territories. Orgs created before Summer ’23 can opt in and enable
the enhanced engine for all or selected service territories. When transitioning to use the enhanced Available in: Available in
engine, you can adjust the scheduling policy to change the results to better match your KPIs. Lightning Experience and
Although the enhanced engine algorithm is based on the same grading principles, it’s possible that is enabled: Enterprise,
for the same set of data the schedule is different from the schedule created when not you’re using Unlimited, and Developer
the enhanced engine. Whether the schedule is better or not depends on the customer’s scheduling Editions
objectives.
We recommend testing the enhanced engine by simulating the optimization of a schedule and USER PERMISSIONS
measuring the results. If the results aren’t what you want, tweak the scheduling policy weightings.
To enable Enhanced
1. Collect production-like data in a sandbox to use for simulation testing. Preferably perform a Scheduling and
refresh from production into a full sandbox. Optimization:
2. Select two or three service territories to perform simulation testing on. Preferably choose diverse • Customize Application
territories so you can test on a dataset that is representative of all your Salesforce data.
3. Create a copy of the legacy scheduling policy.
4. Review the scheduling policy for any rules that the current release doesn’t support. If you find any, remove them from the policy.
5. Enable Optimization Insights.
6. Run Global Optimization on the selected service territories for a time horizon that is used in optimizers in production. It's easier to
use the API to run the test because it gives you the ability to choose future dates so that the current time doesn’t overlap the testing
time horizon.
7. Measure the results.
• Measure runtime.
• Collect results using Optimization Insights to determine how many appointments were scheduled, utilization, travel time, and
more metrics, according to your specific business KPIs.
• Take screenshots of the Gantt.
• If possible, save the schedule by exporting the service appointment schedule times and Assigned Resource records for analysis.
8. Run the same test one or two more times and average out the result. The result acts as the baseline metric to compare against.
9. Unschedule all the appointments in the testing data domain.
10. Enable Enhanced Scheduling and Optimization on the selected service territories and use the new scheduling policy that was created
to perform the same simulations with the global optimizer.
11. Measure the results again.
• Measure runtime.
• Collect results using the Optimization Hub to determine how many appointments were scheduled, utilization, travel time, and
more metrics.
• Take screenshots of the Gantt.
• If possible, save the schedule by exporting the service appointment schedule times and Assigned Resource records for analysis.
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12. Compare the results from the baseline and Enhanced Scheduling and Optimization tests and review them with your customer. Look
at differences in KPIs to measure the overall impact and the screenshots of the Gantt in case qualitative differences exist. If they’re
unacceptable, you must tune the scheduling policy.
13. Consider using weighting values in the order of 100. For example, if the current scheduling policy has weighting values of less than
100, multiply them by 100. The Enhanced Scheduling and Optimization engine prefers larger values of objective weighting to make
the effect of an objective more pronounced.
14. Increase or decrease the values of the objective weights based on feedback from the customer. Remember that objective weights
are relative to one another.
15. Run the same simulation tests again and capture the results. Continue to tweak the scheduling policy and retest until the results are
acceptable.
After an acceptable result is achieved, use the new scheduling policy for all territories enabled for Enhanced Scheduling and Optimization.

Work rules refine the list of candidates for a service appointment by rejecting service resources that
EDITIONS
violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.
Watch the video to see how to optimize scheduling performance using work rules. orgs) and Lightning
Experience
Watch a video
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager features, managed
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the package, and mobile app
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules are available in Enterprise,
related list on a scheduling policy. Unlimited, and Developer
Editions.
Note: If a user doesn’t see a particular work rule type, they need profile-based access to it.
Navigate to the user’s profile in Setup. Under Custom Record Type Settings, click Edit next
to Work Rules and move the record type to Selected Record Types.
Considerations
Work rules are either database or Apex rules. Each has their own impact on performance and efficiency.
Database rules are applied at the SOQL query clause level. These rules immediately disqualify resources and query only the resources
that you need, so performance isn’t impacted.
Apex rules are applied after the initial set of service resources are returned from the database SOQL query. Like an Apex “for loop”, Apex
rules iterate over all resources returned and must validate that the resources meet specified rule criteria. The additional Apex processing
impacts performance.
Even though Apex rules have a greater impact on performance than database rules do, Apex rules can still be used. Without Apex or
database rules to limit the resources found eligible to perform the work, too much work can create a bigger issue for overall performance
and even trigger a CPU timeout.
All database rules are aggregated into one SOQL query and applied in no particular order. Also, because they’re used for grading resources,
applying service objectives happens after applying all work rules, increasing the amount of Apex processing.
Even though service objectives in your scheduling policy can affect performance, specifying service objectives can be necessary and
required from a business value standpoint. You can choose to apply service objectives to get the best candidate according to the work
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rules and company scheduling policy. Or you can choose to get a valid candidate quickly, without affecting performance, by applying
just the work rules.
Field Service Work Rule Types
Work Rule Type: Count Rule

Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom
value. It’s a great way to prevent overloading your workers or their vehicles.
Work Rule Type: Excluded Resources
The Excluded Resources Apex work rule type ensures that if a service resource is listed as an Excluded resource preference on an
appointment’s work order, they won’t be assigned to it.
Work Rule Type: Extended Match
Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or
linking, object to match a field on the Service Appointment object to a related list on the Service Resource object.
Work Rule Type: Match Boolean
Match Boolean is a Field Service Apex work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on
service resources.
Work Rule Type: Match Fields
Match Fields is a Field Service Apex work rule type that matches a service appointment field with a service resources field. It’s a great
way to enforce requirements based on custom fields.
Work Rule Type: Match Skills
Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s
assigned skills. It can also be used to enforce skill level requirements.
Work Rule Type: Match Territory
Match Territory is a database work rule type that ensures that a service appointment is assigned only to Field Service Primary or
Relocation members of the appointment’s service territory.
Work Rule Type: Match Time Rule
Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and
time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date.
Work Rule Type: Maximum Travel from Home
Maximum Travel from Home is a Field Service database work rule type for setting the maximum distance or travel time between a
resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time.
Work Rule Type: Required Resources
Required Resources is a Field Service Apex work rule type that ensures that a service appointment’s required resource preferences
are respected. If an account or work order lists a particular service resource as required, a Required Resources work rule ensures that
the related service appointments are assigned to that resource.
Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an
account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within
those hours.
Work Rule Type: Service Crew Resources Availability
Service Crew Resources Availability is an Apex work rule type that ensures that a service resource of type Crew is assigned to an
appointment only if the crew complies with the appointment’s parent record’s minimum crew size.
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Work Rule Type: Service Resource Availability

Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment.
You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Every scheduling
policy needs a work rule of this type, or resource absences aren’t respected during scheduling.
Work Rule Type: TimeSlot Designated Work
The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot is reserved for a specific type of work,
only appointments of that type are scheduled in the time slot.
Work Rule Type: Working Territories
Working Territories is a Field Service database work rule type that enforces primary and secondary service territory memberships.
Work Rule Type: Count Rule

Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments,
EDITIONS
hours worked, or a custom value. It’s a great way to prevent overloading your workers or their
vehicles. Available in: both Salesforce
orgs) and Lightning
A work rule of this type contains the following settings. Experience

Field Description
features, managed
Time Resolution Time span for the count. The resolution is daily. package, and mobile app
Count Type What the rule counts: assignments, durations, Unlimited, and Developer
or a custom field value. Editions.
Count Object Object used in the count. If the rule counts
assignments or durations, the object is a service
appointment. If the rule counts a custom value,
select the object that has the custom field:
service appointment, work order, or work order
line item.
Custom Field Custom field name.
Default Limit Default count limit.
Resource Property API name of a numeric custom field on a service

resource. This field represents the limit on
service resources. If this field is null, we use the
default limit.
Create a Count work rule from the Work Rules tab.
Tip: To create work rules, you need the Field Service Admin custom permission set. If the Count work rule isn’t listed as a work
rule type, update the Field Service custom permission sets.
Use the Count Rule custom Lightning component helper to configure the Count work rule. Add the Count Rule LWC to the Count Rule
record type page layout. By using the Count Rule LWC you avoid having to first manually add the API name of the resource property
you’re counting against as a value to the Resource Property picklist on the work rule object.
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Add the work rule to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or the Scheduling Policy
Work Rule related list.
Scheduling and optimization considers resources for assignments as long as assignments don’t result in overstepping the limit.
When a manual schedule change causes a limit to be exceeded, the Gantt shows rule violations on all appointments that contribute to
the count. Violations include rule names, so use meaningful names.
Example: A dispatcher wants to create schedules that respect how many solar panels workers can deliver and install. A custom
field on work orders represents the panel quantity for each installation. Because workers drive different vehicles, a resource property
indicates how many panels a worker can transport. To set limits for large versus small trucks, add workers to relevance groups
based on truck size and create rules using those groups.

Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization.
• In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and
durations.
• If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the
Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still
consider them for other jobs such as maintenance.
• The Count work rule uses midnight as the Start of Day even if it’s customized to a different value.
• Multiday work isn’t supported with Count work rules.
• You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew.
• Count work rules ignore capacity-based resources.
• If you use the Count work rule on a custom field, the limitation is applied on a full day horizon and isn’t calculated as a running total
of the day. For example, you have a custom field that checks the capacity of your workers’ cars, and the Count work rule is set to 10.
Throughout the day, a driver picks up 5 units, picks up another 8 units, and then drops off 4 units. Currently, this violation of the
Count work rule isn’t registered as a violation, even though 13 items existed at a certain point in the day.
• The Count work rule doesn’t apply to capacity-based resources.
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Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization.
• In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and
durations.
• If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the
Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still
consider them for other jobs such as maintenance.
• The Count work rule uses midnight as the Start of Day even if it’s customized to a different value.
• Multiday work isn’t supported with Count work rules.
• Complex work isn’t supported with Count work rules.
• You can use Count rules with relevance groups that consist of service territory members, but not with relevance groups that are
based on service appointments.
• You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew.
• Count work rules ignore capacity-based resources.
• The Count work rule doesn’t apply to capacity-based resources.
SEE ALSO:
Work Rules: Considerations

The Excluded Resources Apex work rule type ensures that if a service resource is listed as an Excluded
EDITIONS
resource preference on an appointment’s work order, they won’t be assigned to it.
Sometimes, customers have a poor experience with a service resource and request not to work orgs) and Lightning
with them in the future. Use this work rule type to enforce customer resource preferences, such as Experience
those resulting from a complaint. Other work rules can exclude service resources based on skills,
availability, and proximity.
features, managed
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager package, and mobile app
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the are available in Enterprise,
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules Unlimited, and Developer
related list on a scheduling policy. Editions.
SEE ALSO:
Add Service Resource Preferences in Field Service
Work Rule Type: Extended Match

Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking,
object to match a field on the Service Appointment object to a related list on the Service Resource object.
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Because you can use an Extended Match work rule to match appointments to resources using your own customizations, writing a rule
requires some prior setup. Before you get started, create a data model or make sure that you have an existing data model with the
appropriate fields. We suggest using Schema Builder.
You can apply Extended Match work rules when scheduling appointments. To use them with optimization, set up optimization on page
102.
A work rule of this type contains the following settings.
Field Description
Service Appointment Matching Field The service appointment lookup field value that you're matching.
The field must be of the type Lookup.
Linking Object The junction object used to link service resources to the object
that the service appointment matching field references.
Linking Object Reference Field The reference field on the linking object that is matched with the
Service Appointment Matching Field.
Time-Phased Indicates whether the work rule applies only to a certain time
period.
Start Date Field Name The Date-Time field name on the Linking Object that represents
the start time. This field is required when you select Time-Phased.
End Date Field Name The Date-Time field name on the Linking Object that represents
the end time. This field is required when you select Time-Phased.
After you create the data model for your work rule, finish setting it up by creating a work rule from the Work Rules tab. Use the Extended
Match Rule custom Lightning Component helper, or enter the fields manually.
You can add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling
Policy Work Rules related list on a scheduling policy. A policy can have up to five Extended Match work rules. Applying more than two
Extended Match work rules with complex scenarios, such as multiday or crew scheduling, can affect scheduling performance. The
scheduling operation can fail if a Salesforce platform limit is reached.
Example: If your mobile workers support specific ZIP codes, use an Extended Match work rule to assign them appointments
within their area. Create a ZIP Code lookup field on the Service Appointment object. Then create a ZIP Code Coverage linking
object, add the ZIP Code field, and attach it to the Service Resource object as a related list. Use the Extended Match Rule Lightning
Component to create a work rule.
The ZIP Code Coverage example has this data model.
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Note: In this example, if a service appointment has an empty ZIP Code field, the work rule returns all Service Resources.
Define other work rules in your policy, such as Match Skills or Match Territory, that can narrow resources when there’s no
ZIP code on the appointment.
Considerations:
• Time-phased Extended Match work rules can consume up to 80 records on a service resource during the selected time period. Work
rules that aren't time-phased can consume up to 200 records.
• You can’t use relevance groups with Extended Match work rules.
SEE ALSO:
Work Rule Type: Match Boolean

Match Boolean is a Field Service Apex work rule type that enforces scheduling preferences based
EDITIONS
on a checkbox (Boolean) field on service resources.
Work rules of this type contain two key settings. orgs) and Lightning
Experience
Resource Property The API name of the checkbox field on service features, managed
resources that defines the scheduling package, and mobile app
requirement. For example, IsActive. are available in Enterprise,
Value is True If selected, the Resource Property must be True Editions.
(selected) for a service resource to be assigned
to a service appointment. If not selected, the
Resource Property must be false (deselected)
for a resource to be assigned to an appointment.
To control which checkbox fields are available as resource properties:
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• Add the API name of any checkbox field as a picklist value in the Resource Property field on the Work Rule custom object in Setup.
• Make sure that the value has been enabled for the record type.
Field Service includes a standard Match Boolean work rule named Active Resources. This work rule:
• Assures that only active service resources are considered for scheduling.
• Lets you preserve historical data on the Gantt. When a service resource leaves your company, their assignment data remains.
A scheduling policy can contain up to five Match Boolean work rules.

Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager in Setup and select the Work Rule
custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the
Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
Work Rule Type: Match Fields

Match Fields is a Field Service Apex work rule type that matches a service appointment field with
EDITIONS
a service resources field. It’s a great way to enforce requirements based on custom fields.
Work rules of this type contain three key settings. orgs) and Lightning
Experience
Service Property The API name of the field on service features, managed
appointments that helps define the scheduling package, and mobile app
requirement. All primitive data types are are available in Enterprise,
supported. Unlimited, and Developer
Editions.
Boolean Operator The required relationship between the Service
Property and the Resource Property. For
example, if =, a service appointment’s Service
Property value must equal a service resource’s
Resource Property value for the resource to be
assigned to the appointment.
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Resource Property The API name of the field on service resources that helps define
the scheduling requirement. All primitive data types are supported.
To control which fields are available as resource and service properties:

• Add the API name of any field as a picklist value in the Resource Property or Service Property fields on the Work Rule custom object
in Setup.
• Make sure that the value has been enabled for the record type.
Important: Match Fields work rules aren’t supported for schedule optimization.
SEE ALSO:
Work Rule Type: Match Skills

Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill
EDITIONS
requirements with a service resource’s assigned skills. It can also be used to enforce skill level
requirements. Available in: both Salesforce
orgs) and Lightning
Work rules of this type have one key field. Experience

features, managed
Match Skill Level If selected, service resources whose skill level is lower than the level listed on package, and mobile app
an appointment’s parent record’s Skill Requirement record aren’t considered are available in Enterprise,
as candidates. Unlimited, and Developer
Editions.
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page
in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy.
SEE ALSO:
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Work Rule Type: Match Territory

Match Territory is a database work rule type that ensures that a service appointment is assigned
EDITIONS
only to Field Service Primary or Relocation members of the appointment’s service territory.
This rule compares the Service Territory field value on service appointments with the Service Territory orgs) and Lightning
field value on service territory member records. Experience
Note: A scheduling policy can’t include both a Working Territories work rule and a Match The Field Service core
Territory work rule. features, managed
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules
Editions.
related list on a scheduling policy.
SEE ALSO:
Work Rule Type: Match Time Rule

Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based
EDITIONS
on an appointment’s date and time properties. For example, the Due Date work rule ensures that
the appointment’s scheduled end is before its due date. Available in: both Salesforce
orgs) and Lightning
Work rules of this type contain the following settings. Experience

features, managed
Service Schedule Time Property Indicates whether the rule controls the service package, and mobile app
appointment’s scheduled start time or are available in Enterprise,
scheduled end time. Custom date/time fields Unlimited, and Developer
aren’t supported. Editions.
Service Time Operator The required relationship between the Service

Schedule Time Property and the Service Time
Property. For example, if you select Equal, a
service appointment’s Service Schedule Time
Property value must equal the appointment’s
Service Time Property value.
Service Time Property The service appointment field that defines the
work rule requirement. There are four options.
• EarliestStartTime and DueDate together
represent the total time frame during which
an appointment must start and complete.
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• The ArrivalWindowStart and EndTime together represent
the arrival window time frame promised to the customer.
Important: Custom date/time fields aren’t supported.
Pass Empty Values If the values of either of the Service Time Properties are empty,
ignore this rule.
Field Service includes four standard Match Time Rule work rules.
• Earliest Start Permitted: Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted.
This work rule is included in every standard scheduling policy.
• Due Date: Ensures a service appointment’s Scheduled End is equal to or earlier than the Due Date. This work rule is included in every
standard scheduling policy.
• Scheduled Start: Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start.
• Scheduled End: Ensures that a service appointment’s Scheduled Start is equal to or earlier than the Arrival Window End.
An appointment’s Scheduled Start is based on the travel time recorded for previous appointments. The Scheduled End is calculated by
adding the Duration to the Scheduled Start.
Work rules that impose time constraints limit your optimization flexibility. When you create Match Time Rule work rules, consider the
commitments that you’ve made to customers and your goals regarding wait time.
SEE ALSO:
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Work Rule Type: Maximum Travel from Home

Maximum Travel from Home is a Field Service database work rule type for setting the maximum
EDITIONS
distance or travel time between a resource’s home base and any appointment assigned to the
resource. It’s a useful way to minimize mobile workers’ travel time. Available in: both Salesforce
orgs) and Lightning
Important: To calculate maximum travel time or distance, Field Service uses aerial routing Experience
(as the crow flies). The Field Service core
Work rules of this type are particularly useful if your service territories are functional rather than features, managed
geographical. package, and mobile app
Work rules of this type contain the following settings.
Editions.
Field Description
Maximum Travel From Home Type Indicates whether the work rule enforces a
maximum travel time or maximum distance.
Maximum Travel From Home The maximum, which is measured in minutes

for travel time and miles or kilometers for
distance. The miles or kilometers preference is
set in the Field Service Admin app.
Relevance Groups Available only if relevance groups are

implemented. Relevance groups let you apply
the work rule to a subset of service resources.
For example, use relevance groups to enforce
these policies:
• Don’t assign resources to maintenance
appointments that are more than 20 miles
from their home base.
• Don’t assign highly qualified workers to
appointments that are more than 20 miles
from their home base.
If a service resource’s home base (address) isn’t specified, the resource isn’t a candidate for any service appointment. If a service appointment
lacks geocoordinates (calculated from an address), it can be assigned to any service resource with a home base.
SEE ALSO:
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Required Resources is a Field Service Apex work rule type that ensures that a service appointment’s
EDITIONS
required resource preferences are respected. If an account or work order lists a particular service
resource as required, a Required Resources work rule ensures that the related service appointments Available in: both Salesforce
are assigned to that resource. Classic (not available in all
orgs) and Lightning
Experience
Required Resources work rules are a useful way to preserve one-on-one customer-provider
relationships, such as home healthcare. These work rules are highly restrictive, because they limit
features, managed
the pool of potential assigned resources to consider only those who are listed as required in the
Resource Preferences related list on the related work order or account.
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager Unlimited, and Developer
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Editions.
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules
related list on a scheduling policy.
SEE ALSO:

Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating
EDITIONS
hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon,
appointments for that customer are scheduled only within those hours. Available in: both Salesforce
orgs) and Lightning
To define a customer’s preferred hours of service, create operating hours for them from the Operating Experience
Hours tab. Select the hours in the Operating Hours field on the account. Work orders created for
the account use the account’s operating hours, and service appointments use their work order’s
features, managed
operating hours.
Operating hours use the time zone of the service appointment they’re attached to. The service are available in Enterprise,
appointment inherits its location’s time zone. If the location has no time zone specified, GMT is Unlimited, and Developer
used. Editions.
When you’re using Enhanced Scheduling and Optimization, operating hours use the time zone of
the service territory they’re attached to.
Note: Dispatchers can still manually schedule appointments outside a customer’s operating hours, but they’re alerted that they’re
doing so.
SEE ALSO:
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Work Rule Type: Service Crew Resources Availability

Service Crew Resources Availability is an Apex work rule type that ensures that a service resource
EDITIONS
of type Crew is assigned to an appointment only if the crew complies with the appointment’s parent
record’s minimum crew size. Available in: both Salesforce
orgs) and Lightning
If the Minimum Crew Size field on work orders, work order line items, and work types is completed, Experience
this work rule type comes into play. You can configure the rule to compare this Minimum Crew
Size with either of the following:
features, managed
• Crew Size field on the service crew record package, and mobile app
• Actual number of allocated service crew members at the time of assignment are available in Enterprise,
For example, if a work order’s Minimum Crew size is 4 and a scheduling policy is applied with a
Editions.
work rule of this type, the appointment won’t be assigned to a crew with fewer than four members.
Note: For tips on scheduling service crews, see Considerations for Scheduling Service Crews.
Service Crew Resources Availability work rules have the following setting.

Consider Service Crew Membership Select this option if you want to check the actual number of service
crew members, rather than the crew size listed on the service crew
record.
SEE ALSO:

Service Resource Availability is an Apex work rule type that ensures that a service resource is available
EDITIONS
to perform a service appointment. You can schedule breaks automatically, account for travel time,
or set up short breaks between service appointments. Every scheduling policy needs a work rule Available in: both Salesforce
of this type, or resource absences aren’t respected during scheduling. Classic (not available in all
orgs) and Lightning
Experience
It’s common to apply scheduling rules differently to different service resources. For example, you
have different policies on breaks, overtime, or before- and after-work travel time for full-time versus
features, managed
part-time employees. With Service Resource Availability work rules you can capture these differences.
The work rules consider these factors. are available in Enterprise,
• The service resource’s operating hours, which are defined on their service territory member Unlimited, and Developer
record or—if no hours are specified there—on their service territory record Editions.
• Travel time
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• Break times
• The scheduled start and end time of other scheduled appointments
During the scheduling of capacity-based service resources, Service Resource Availability work rules fail in any of these cases.
• The number of scheduled working hours exceeds the resource’s capacity
• The number of scheduled work items exceeds the resource’s capacity
• A capacity record was deleted or updated after the related service resource was assigned to a service appointment
Service Resource Availability work rules have these settings.

Fixed Gap Enforce a minimum break time between service appointments. This setting is useful for remote
consultants. For example, you want to provide 20 minutes between appointments for record-keeping.
Note: If a fixed gap is defined, travel time isn’t considered during scheduling. However, travel
time is still displayed on the Gantt.
Minimum Gap (minutes) The minimum number of minutes between service appointments. The Minimum Gap value applies
only if Fixed Gap is selected.
Break Start Set a single break time that the scheduling engine inserts between scheduled service appointments.
For example, if service resources prefer to take lunch at 12:00 PM, enter 12:00. Breaks are scheduled
as close as possible to the Break Start time, allowing for flexibility to start and complete appointments.
Break Duration The length of the fixed break.
Overtime Allow service appointments to be scheduled during time slots or shifts of the Extended type.
Travel From Home (minutes) The number of minutes that the resource has available for travel before the start of the work day (at
the resource's expense). If this field is empty, any amount of travel before the start of the work day is
valid.
Travel To Home (minutes) The number of minutes that the resource has available for travel after the end of the work day (at the
resource's expense). If this field is empty, any amount of travel after the end of the work day is valid.
Note: To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the Calculate
travel and breaks setting in Field Service Settings.
Travel
Complete the travel fields according to where service resources are expected to be at the beginning and end of their periods of availability.
• On-site: If a service resource is expected to begin work on-site at the beginning of their availability, for example, if they start work
at 9:00 AM, then travel must occur before that time. In this case, fill out the Travel To and From Home fields or leave them blank to
allow unlimited travel time.
• Start driving: If a service resource is expected to start traveling at the beginning of their availability, set the Travel To and From
Home fields to zero.
Break Schedules
There are two ways to add breaks to Service Resource Availability work rules.
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• To set a single break at a fixed time, fill out the Break Schedule fields.
• To set up to three breaks that start relative to the beginning of the day, add work rule entries. Enhanced Scheduling and Optimization
must be enabled.
If you don’t want to use breaks, leave these sections empty. You can’t set both a fixed break and flexible breaks.
When you use the fixed Break Schedule settings, these conditions apply.
• A service resource's lunch break is created at the time defined in the Service Resource Availability work rule when the first service
appointment is scheduled in the day. When you drag an appointment or schedule a new one, the Service Resource Availability work
rule ensures that the service resource takes a break either at the set Break Start time or immediately after the last appointment that
started before the Break Start. The scheduling engine allows for some flexibility.
• When a service appointment starts before the Break Start time and ends after, then the break is pushed forward to the end of the
service appointment. For example, with Break Start set to 12:00 PM, the scheduling engine can schedule a service appointment from
11:30 AM to 12:30 PM, and move the break to 12:30 PM, so that the service resource’s break starts as soon as the resource has
completed that appointment. The lunch break can be moved forward as long as there's availability.
• If the travel time to the next appointment prevents the break from being scheduled at the set Break Start time, the break is pushed
back until the end of the first service appointment scheduled on that day. For example, if the Break Start is set to 12:00 PM and lasts
30 minutes, and a service appointment is scheduled at 12:30 PM to 13:30 PM, but includes a 30-minutes travel time to the appointment,
then the break is pushed back and scheduled from 11:30 AM to 12:00 PM.
• If there are multiple service appointments after the Break Start and there’s no room for the break, or if an appointment is extended
so that the break after it overlaps with the next appointment’s travel time, the break defaults to the Break Start time set in the
availability rule. This overlap results in a rule violation. For example, if a Break Start is set to 12:00 PM and a service appointment is
scheduled from 11:00 AM to 12:00 PM, and then you drag another service appointment to 12:00 PM until 1:00 PM, the break doesn’t
move to 1:00 PM. A resource availability rule violation is displayed. Also, if you drag an appointment to after the break but its travel
time overlaps with the break, the scheduling engine doesn’t move the break, and a rule violation is displayed.
Note: We recommend that you avoid creating manual breaks so that only the scheduling engine creates and modifies breaks.
Work Rule Entry Type: Service Resource Availability

Field Service Resource Availability is an Apex work rule entry type that pairs with Service Resource Availability work rules to add
scheduling details. Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service resource’s
availability.
SEE ALSO:
View a Field Service Resource’s Calendar
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Work Rule Entry Type: Service Resource Availability

Field Service Resource Availability is an Apex work rule entry type that pairs with Service Resource
EDITIONS
Availability work rules to add scheduling details. Use work rule entries to add multiple flexible breaks
that start relative to the beginning of a service resource’s availability. Available in: both Salesforce
orgs) and Lightning
Work rules entries have these fields. Experience

features, managed
Break Duration The length of the break in minutes. package, and mobile app
Earliest Break Start The minimum number of minutes between the start of the day and the Unlimited, and Developer
(minutes) beginning of the break. For example, enter 120 for a break at least two Editions.
hours after the day starts.
Latest Break End The maximum number of minutes between the start of the day and the
(minutes) end of the break. For example, enter 300 for a break that ends five hours
after the day starts.
Work Rule The name of the associated work rule.
Work Rule Entry Name An auto-number name for the work rule entry.
Note: To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the Calculate
travel and breaks setting in Field Service Settings.
Flexible Breaks
Watch the video to see how to schedule multiple flexible breaks with enhanced work rules.
Watch a video
Flexible breaks are scheduled based on their duration and a time window relative to the beginning of the service resource's day. You
can add up to three work rule entry breaks to work rules of the Service Resource Availability type. You can’t add a break schedule to the
parent work rule and use work rule entries.
Example: Let’s say you want to schedule breaks for mobile workers, and their shifts last about 10 hours. You want to schedule
a 20-minute break about two hours into the day, a 45-minute meal break in the middle of the day, and another 20-minute break
about two hours before the end of the shift. Create three work rule entries, with these settings:
Work Rule Entry Break Duration Earliest Break Start Latest Break End
First break 20 100 180
Meal break 45 240 360
Second break 20 460 580
If the worker’s availability starts at 8:00 AM, the first break is scheduled between 9:40 AM and 11:00 AM. The meal break happens
between 12:00 PM and 2:00 PM, and the last break happens between 3:40 PM and 5:00 PM.
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The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot is reserved
EDITIONS
for a specific type of work, only appointments of that type are scheduled in the time slot.
To learn how to reserve time slots for specific types of appointments, see Reserve Time Slots for orgs) and Lightning
Designated Types of Work. Experience
Create work rules from the Work Rules tab. To view or add work rule fields, open the Object Manager The Field Service core
in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the features, managed
Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules package, and mobile app
related list on a scheduling policy. are available in Enterprise,
This rule applies to all resources and service appointments, regardless of the rule’s relevance group. Unlimited, and Developer
Editions.
When this rule is configured, If an appointment doesn’t meet the criteria of your designation, the
scheduling optimizer won’t schedule it within the time slot.
Service appointments without territories must match all the resource’s designations in all their service territories.
SEE ALSO:
Reserve Time Slots for Designated Types of Work
Work Rule Type: Working Territories

Working Territories is a Field Service database work rule type that enforces primary and secondary
EDITIONS
service territory memberships.
Service resources can have only one primary service territory at a time, but multiple secondary orgs) and Lightning
territories. Optimization requests that include a service resource's secondary territory memberships Experience
must also include the corresponding primary territory membership. Secondary territory memberships
must be identical to, or contained within, the primary territory membership for a particular time
features, managed
and resource. If the secondary territory memberships aren't fully covered by a primary territory
membership, availability applies only to the overlapping period. When using Enhanced Scheduling
and Optimization, the secondary service territory doesn't need to be contained within the primary Unlimited, and Developer
service territory. Scheduling and optimization is supported only for service territories with at least Editions.
one primary service territory member. By default, the Working Territories rule considers only
secondary territories. If you want the optimizer to consider the primary territory as well, select
Working Location Enable Primary on the work rule.
A scheduling policy can’t include both a Working Territories work rule and a Match Territory work rule. To choose between them, consider
the number of service resources and service territories in your field service operation, and how often service resources are called to work
in different territories.
If service resources frequently move between service territories, use a Working Territories work rule. Use relevance groups to differentiate
between service resources if some resources move less than others.
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SEE ALSO:

Set how often rules are checked for violations, and what triggers automatic rule validation checks.
EDITIONS
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Classic (not available in all
Service Settings tab. Then, click Dispatcher Console UI > Gantt Configurations. orgs) and Lightning
2. Under Rules Validations, configure the following settings. Experience

Setting Description features, managed
Validate rules after indirect Gantt updates If this option is selected, any indirect Gantt
updates not made by the dispatcher trigger
rule violation calculation.
Editions.
Rule Validation Frequency • On Demand: Check rules only when
initiated manually by the dispatcher. The USER PERMISSIONS
dispatcher initiates rule validation for
single or multiple service appointments To enable dispatchers to
check rules manually:
using the right-click menu on the Gantt
• Custom permission sets:
chart or appointment list. The Check Rules
button is used to initiate rule validation • Field Service
for all loaded data appearing on the Gantt Dispatcher
Permissions
chart and appointment list. This setting is
the default for Salesforce orgs as of • Field Service
Dispatcher License
Summer ’21.
Custom permissions:
• After Direct Gantt Updates: Check rules
after every update initiated by the • Enable Check Rules
- All Services
dispatcher on the Gantt. Updates include
scheduling by drag and drop, • Gantt and List -
Enable Check Rules
unscheduling a service appointment, or
adding, removing, or modifying a • Gantt and List -
Enable Bulk Check
Resource Absence.
Rule
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Setting Description
• Always: Check rules after every operation. This setting is the
default for Salesforce orgs before Summer ‘21.
SEE ALSO:
Check Rule Violations on the Gantt
Create and Manage Field Service Objectives

Add service objectives to a scheduling policy to indicate your scheduling goals. You can weight
EDITIONS
each objective to indicate its importance. During schedule optimization, each appointment
assignment receives a score from 0 to 100 for every service objective based on how fully the objective Available in: both Salesforce
was met. Classic (not available in all
orgs) and Lightning
Experience
Create and manage service objectives from the Service Objectives tab. Add service objectives to a
scheduling policy from the Customize Scheduling Policies page in Guided Setup or the Scheduling
features, managed
Policy Objectives related list on a policy.
When you create a service objective, select a record type to define the category that the objective are available in Enterprise,
falls into. The following categories are available. Unlimited, and Developer
Editions.
Objective Type Description
ASAP Measures the ability to schedule an appointment as soon as possible.
The latest scheduling option receives a score of zero, and the soonest
option receives a score of 100. If multiple appointments are
evaluated simultaneously, the score is based on a range of 0–30
days in the future.
Tip: An ASAP objective can contradict other objectives. For

example, scheduling an appointment as soon as possible
can result in more travel time. Weight your objectives
accordingly.
Minimize Overtime Measures the use of overtime hours. The objective’s score compares
the number of overtime hours with the service appointment’s
estimated duration. For example, if an hour-long appointment is
scheduled entirely on overtime, its score is zero. If half of the
scheduled time is overtime, its score is 50.
Minimize Travel Measures the travel time required for a service appointment.
In optimization operations—global optimization, resource schedule
optimization, in-day optimization, and the Reshuffle action—each
scheduling option is scored with the assumption that travel time
ranges from zero to 120 minutes. For example, an option with a
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Objective Type Description

travel time of 120 minutes receives a score of zero, and an option with a travel time of 60
minutes receives a score of 50. You can ask Salesforce to customize this range.
In non-optimization scheduling operations—such as the Book Appointment, Candidates,
Schedule, Fill-In Schedule, and Group Nearby Appointments actions—this objective’s score
is relative to the travel times available. For example, if an appointment has three scheduling
options, here’s how the options are scored.
• Option 1: Schedule it after an appointment at the same site. The travel time is zero
minutes, so the objective score is 100.
• Option 2: Schedule it after an appointment in a neighboring city. The travel time is 60
minutes, and because it’s the appointment’s maximum potential travel time, the objective
score is zero.
• Option 3: Schedule it after an appointment in a site located 30 minutes away. Because
it’s exactly in the middle of the previous options, the objective score is 50.
To set the scheduling to exclude from minimize travel consideration the first and last travel
of the day, to and from the service resource home base, select Exclude Home Base Travel.
Preferred Resource Measures adherence to a work order’s resource preferences of type Preferred. The objective’s
score is 100 if an appointment is assigned to the parent work order’s preferred resource, and
zero if not. (Excluded and Required resource preferences are enforced using work rules.)
Resource Priority Ranks appointments based on their assigned resource’s priority, which is defined in the Priority
field on service resources. The lower the resource priority, the higher the objective’s score.
Skill Level Measures assigned resources’ adherence to a work order’s skill requirements. When creating
an objective of this type, select whether to favor least- or most-qualified service resources:
• Least qualified: Favors the least qualified valid candidate. This option lets you dispatch a
resource who is “good enough” to complete an appointment. For example, if a work order
requires the Drilling skill at level 50, a resource with a Drilling skill level of 55 is favored
over a resource with a Drilling skill level of 80.
• Most qualified: Favors the most qualified valid candidate.
Tip: Use this option with relevance groups to assign your most qualified resources
only to work orders for high-priority accounts.
If a work order has multiple skill requirements, the objective evaluates all skills and calculates
an average score.
SEE ALSO:
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When your team’s availability is limited, prioritize critical service appointments over less pressing
EDITIONS
work. You can assign dynamic priorities, such as values that increase as due dates approach.
Optimization can consider priority values when it assigns appointments to time slots. Available in: both Salesforce
orgs) and Lightning
How you use priority values in scheduling depends on your business. Service level agreements and Experience
other factors can affect how you prioritize work. The type of work, due dates, or a combination of
factors can influence appointment priorities.
features, managed
After you identify what drives your priorities, define settings so that optimization and scheduling package, and mobile app
can prioritize visits. are available in Enterprise,
1. Specify a priority field. Unlimited, and Developer
Editions.
In the Field Service Admin app, under Field Service Settings > Scheduling > General Logic,
select a priority field. You can choose one or more fields on service appointments, work orders,
and work order line items. USER PERMISSIONS
• Assign a fixed priority. For example, the managed package provides the Scheduling Priority To configure priority settings:
field on parent work orders and work order line items. By default, Scheduling Priority values • FSL Admin custom
are 1–4, where 1 is Critical and 4 is Low. permission set
• Create a dynamic priority field using a custom formula field. For example, create a formula To optimize from the
that sets appointment priorities based on the difference between today’s date and the due dispatcher console:One of
date. these custom permission
sets:
Scheduling and optimization look at the service appointment priority field first. If that field is
not defined or empty, then the appointment’s priority is derived from the field on the parent
work order or work order line item. • FSL Dispatcher
Permissions
2. Select a priority scale.
The default priority range is a 1–10 scale, where 1 is the highest priority and 10 is the lowest
priority. The 1–10 scale works well for most priority cases. If your use case requires a broad range of values, go to Field Service
Settings > Scheduling > General Logic in the Field Service Admin app, and select the optional 1–100 scale.
Field Service supports only whole numbers such that decimal points are ignored when calculating priorities. For example, 3.94 is
considered as 3. Any number above the priority range is considered as lowest priority.
After you configure priority settings, you’re ready to optimize. If you want to schedule and prioritize many appointments, use Global or
In-Day optimization. When availability is limited, optimization bumps lower priority assignments and schedules higher priority appointments
in those slots.
If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Get Candidates, Book Appointments,
or Schedule. Add the field Schedule over lower priority appointment to the service appointment page layout.
When you select this Boolean field on appointments, scheduling actions consider the appointment’s priority. If a service appointment
in a lower priority is in a pinned status, other appointments aren't scheduled over this pinned appointment, and there's no overlap.
Scheduling over a lower priority appointment isn't supported by Enhanced Scheduling and Optimization.
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A relevance group in Field Service is a group of appointments or territory members that require
EDITIONS
their own work rules or service objectives. For example, use relevance groups to enforce your
company policy on breaks and travel time for full-time versus part-time employees. Available in: both Salesforce
orgs) and Lightning
You can base a relevance group on any standard or custom Boolean (true or false) field for service Experience
appointments or service territory members. When you create a work rule or service objective, select
a field to limit the scope of the rule or objective.
features, managed
To use relevance groups, add the relevance group Visualforce pages to your work rule and service package, and mobile app
objective page layouts. are available in Enterprise,
1. In the layout editor, open a work rule or service objective page layout—for example, the Match Unlimited, and Developer
Boolean work rule page. Editions.
2. Select Visualforce pages, and drag one of the following pages onto the detail page layout.
We recommend giving it its own section for clarity.
• Work rules: Vf001GroupOnWorkRules
• Service objectives: Vf002GroupOnObjectives

You can apply a work rule or service objective to a subset of service territory members or service appointments. Select the limiting
Boolean field on the work rule or service objective detail page.
Note: Relevance groups can use primary service territory memberships and relocation service territory memberships. Secondary
service territory memberships aren't supported.
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Example: Use relevance groups to define different limits on travel from home for part-time and full-time employees.
1. Add the appropriate Visualforce page to the Maximum Travel From Home work rule page layout.
2. On the service territory member object, create two checkbox fields:
• Part-Time
• Full-Time: A formula field that updates to false when Part-Time is true
3. Create a Maximum Travel From Home work rule that reflects your travel time policy for part-time employees. For Service
Territory Member, select Part-Time.
4. Create another Maximum Travel From Home work rule that reflects your travel time policy for full-time employees. For Service
Territory Member, select Full-Time.
5. Add both rules to a scheduling policy. When the policy is applied, part-time and full-time employees are evaluated based on
the requirements outlined in the respective work rules.
Relevance groups must be mutually exclusive. If two work rules with relevance groups overlap, the more restrictive rule is used. If
Service Resource Availability work rules use relevance groups, any rule overlaps will lead to an error.
SEE ALSO:
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Create Scheduling Recipes for Common Events

Tackle common Field Service scheduling challenges with simple optimization “recipes” that address
EDITIONS
what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover
all scenarios by creating multiple recipes for each category. Available in: both Salesforce
orgs) and Lightning
Scheduling recipes are an optimization feature. They use resource schedule optimization, which Experience
means that only the affected service resource’s schedule is optimized.
1. From the App Launcher, find and open the Field Service Admin app. features, managed
2. Click the Field Service Settings tab, and then click Automated Scheduling. package, and mobile app
3. In the New Recipe menu, select a category. We’ve provided some example recipes to get you Unlimited, and Developer
started. You can activate them or create your own. Editions.
4. Customize your recipe’s settings. Then, activate and save it. Inactive recipes aren’t enforced.
• The Status Categories field lets you limit which appointments the recipe applies to. For USER PERMISSIONS
example, if you select only the Scheduled value on a recipe for shortened appointments,
the recipe runs only if an appointment’s status is in the Scheduled status category when To create a scheduling
the appointment is shortened. Excluding the Canceled status category, the appointment’s recipe:
status must also be a pinned status, which is set in Field Service Settings > Optimization > • Custom permission set:
Field Service Admin
Logic.
Permissions
• The Initiating User Permission Set field lets you decide which users can trigger the recipe.
For example, if you’re creating a recipe for canceled appointments, select Community to
run the recipe only for appointments canceled by an Experience Builder site user (typically, a customer). The values in this field
correspond to the permission sets provided by the managed package.
Initiating User Permission Set Value Corresponding Permission Set

Resource Field Service Resource
Dispatcher Field Service Dispatcher

Field Service Community Dispatcher
Agent Field Service Agent
Admin Field Service Admin
Community Field Service Self Service
5. To change the priority order of recipes within a category, click on the Automated Scheduling home page. Drag the recipes into
the desired order and click Save.
Considerations for Scheduling Recipes
• You can create up to 75 active recipes per category, and up to 1000 recipes per org.
• For Shortened Appointment scenarios, scheduling recipes only try to fill one empty space per day for each service resource.
• For Shortened Appointment scenarios, scheduling recipes support only a single operating hours timeslot per day.
• Scheduling recipes support only operating hours and timeslots, not shifts.
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• A triggering service appointment is the appointment that actually triggers resource scheduling optimization. For Shortened
Appointments, Late-End Overlap, and Emergency Overlap scenarios, scheduling recipes are only triggered if the triggering service
appointment's status has been selected as a pinned status for In-Day Optimization. The optimization engine then optimizes service
appointments that are schedulable (not in a pinned status). We recommend leaving the Dispatch status deselected so dispatched
work can be moved if a previous job runs late or emergency work is needed.
• If you have access to 2,000 or more service territories, the appointment list shows only selected territories. Use the search bar to find
territories that aren't selected.
Scheduling Recipe Scenarios
Automate how Field Service handles common situations that cause gaps or overlaps in your schedule, like the following.
• An appointment is canceled
• A mobile worker finishes early
• A mobile worker finishes late and has overlapping appointments
• An emergency causes appointments to overlap
Certain conditions trigger a scheduling recipe, for example, appointment status categories. Recipes are triggered only for in-day of service
changes to address last-minute issues to an individual service resource’s schedule.
You can set the scheduled appointment’s Status Category to change after optimization to Scheduled or Dispatched, and mark resulting
unscheduled appointments as In Jeopardy with a jeopardy reason.
Scenario Trigger Criteria Expected Behavior (Result)

Canceled Appointment • Status Category = Canceled • Preserve Current Schedule - The optimization minimizes
• The service appointment is any changes to the schedule by leaving as many scheduled
canceled on the day of service. appointments as is, and filling the gap with the best match
from the next 100 appointments scheduled for that resource.
• Service appointments must meet
the set recipe criteria. • If the resource’s Last Known Location is valid (last updated
within the set time limit), this location is also considered when
scheduling to prevent unnecessary travel.
Shortened Appointment • Status Category = • Preserve Current Schedule and Fill Gaps - Finishing work
Completed/Cannot early frees up the schedule. The optimization minimizes any
Complete/Canceled changes to the schedule by leaving as many scheduled
• Service appointments must meet appointments as is, and filling the gap with the best match
the set recipe criteria. from the next 100 appointments scheduled for that resource.
• The service appointment’s
Scheduled End is shortened and
the gap created is large enough to
fill. The minimum schedule space
created for the recipe to apply is 10
minutes (default is 15 minutes).
Late-End Overlap • The service appointment’s • Preserve Current Schedule - If an appointment is taking
Scheduled End is updated to a later longer than expected, the rest of the day is at risk. The
time. The minimum overlap for the optimization minimizes any changes to the schedule by leaving
recipe to apply is 1 minute (default as many scheduled appointments as is, and scheduling an
is 10 minutes).
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Scenario Trigger Criteria Expected Behavior (Result)

• Service appointments must meet appointment from the next 100 appointments scheduled for
the set recipe criteria. that resource.
Emergency Overlap • The service appointment’s • Emergency dispatches can take the resource off-route. When
Emergency = True, and the Status an emergency appointment is dispatched and results in
Category = Scheduled/Dispatched. scheduling issues, optimization reschedules the rest of the
• The minimum overlap for the resource's day as needed in order to revolve around the
recipe to apply is 1 minute (default emergency location and other pinned service appointments,
is 10 minutes). while adhering to the scheduling policy objectives.
• The next appointment is scheduled from the next 100
appointments scheduled for that resource.
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Example: Here’s a recipe that controls what happens to the assigned resource’s schedule when a solar appointment in the San
Francisco service territory ends early and results in 60 unused minutes on the schedule.
152
Field Service Scheduling and Optimization Services

Scheduling and optimization includes services used to schedule, reschedule, and unschedule service
EDITIONS
appointments.
Review the scheduling and optimization services available. Salesforce Classic in these
Feature Description is enabled: Enterprise,
Scheduling Services Editions
Book Appointments Use Book Appointment to agree with your
customer on a visiting time window, and ensure
that automatic scheduling and optimization
processes adhere to the agreed visiting times.
Drag and Drop, Schedule, Bulk Schedule Schedule an appointment by dragging it from
the appointment list, directly from the
dispatcher console map, or from the service
appointment mini view. Use the Mass Schedule
action to bulk schedule appointments from the
appointment list.
Emergency Wizard Quickly schedule, dispatch, and track emergency

work.
Get Candidates Quickly find resources who are best-matched

to work on an individual Service Appointment.
Optimization Services
Auto Schedule Schedule an appointment in a hurry with Auto

Schedule, right from the appointment itself.
Auto Schedule finds the best available slot based
on your scheduling policy.
Global Optimization Optimize your team’s schedule for one or more

service territories across a specified range of
days. You can configure the optimization to run
regularly, for example, every night, or run it
manually as needed.
In Day Optimization Navigate last-minute schedule upsets by rapidly

optimizing your team’s schedule for one or more
service territories on the day of service.
Reshuffle Make space in a full schedule for a high-priority

appointment. The Reshuffle action in the Gantt
postpones lower-priority appointments.
This feature isn’t supported by Enhanced
Scheduling and Optimization.
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Feature Description
RSO When last-minute developments occur like canceled jobs, lateness,
or emergencies, optimize an individual service resource’s schedule
to design the best schedule for them.
Schedule Recipes Tackle common scheduling challenges with simple optimization

“recipes” that address what happens to your schedule after
appointment cancellations, time changes, and overlaps. Cover all
scenarios by creating multiple recipes for each category.
Dynamic Gantt Services
Fill-In Schedule Fill gaps in a service resource’s schedule. This feature fills gaps in
the service resource’s schedule with non-urgent work that has no
defined execution time, such as maintenance work.
This feature isn’t supported yet by Enhanced Scheduling and
Optimization.
Fix Overlaps If a service appointment overlaps with other appointments or

absences, use the Fix Overlaps feature to harmoniously reschedule
appointments.
This feature isn’t supported yet for capacity-based service resources.
Optimization.
Group Nearby Minimize travel time or gaps between appointments. This feature
unschedules appointments that were scheduled later that day and
replaces them with appointments that are close in location to the
source appointment.
Optimization.
Transparency Services
Appointment Insights Help users understand why a service appointment can’t be

scheduled, and which work rules are preventing its scheduling.
Discover what changes can be made to the scheduling policy's
work rules to qualify time slots and candidates for scheduling.
Optimization Hub View Optimization Hub to learn what improvements optimization

made to the scheduling of service appointments across multiple
territories and how to get the best results from optimization.
154

Create specific time slots in Field Service dedicated to service appointments that meet your criteria.
EDITIONS
Any time slot on an operating hours record can be designated for a specific type of work. For Classic (not available in all
example, you can designate a time slot to support only appointments whose Emergency field is orgs) and Lightning
selected. Experience

features, managed
Editions.
Set Up Designated Work for Time Slots When Using Enhanced Scheduling and Optimization
Create specific time slots in Field Service dedicated to service appointments that meet your criteria
USER PERMISSIONS
when using Enhanced Scheduling and Optimization.
1. Add the TimeSlot Designated Work work rule to one or more scheduling policies. When the To view, create, and update
policy is in use, the scheduling optimizer respects your designated time slot preferences during recordset filter criteria:
scheduling.
Service Appointments,
a. Click the Scheduling Policies tab and select a policy. Time Slots, Operating
Hours, Recordset Filter
b. In the Scheduling Policy Work Rules related list, click New.
Criteria, and Recordset
c. In the Work Rule field, select New Work Rule. Filter Criteria Rules
d. Select Field Service - TimeSlot Designated Work and click Next. AND
e. Add a name and description. Delete on Recordset

Filter Criteria Rules
2. Add recordset filter criteria columns to the lookup window.

a. From the object management settings for recordset filter criteria, go to Search Layouts and click Edit on the System Administrator
profile.
b. Add Source Object, Filtered Object, and Active to the search layout.
c. Click Save.
3. Create a recordset filter criteria for designated work.

a. In the App Launcher, click Recordset Filter Criteria.
b. In the Recordset Filter Criteria list view, click New.
155
c. Enter a name and description for the criteria.

d. In the Source Object field, select Time Slot.
e. In the Filtered Object field, select Service Appointment.
f. Select Active.
g. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid.
h. To add filter conditions, select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending
on the field you select. For example, picklist fields show the list of available choices. Add another condition if you need to.
i. Save the recordset filter criteria.
4. Designate a time slot for service appointments of a specified type.

a. In the App Launcher, click Operating Hours.
b. In the Operating Hours list view, select an operating hours record.
c. From the Details tab, in the calendar editor, right-click a time slot and select Enhanced Designated Work.
d. From the lookup window, select a recordset filter criteria.
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Important: Select an active recordset filter criteria with the source object Time Slot and filtered object Service Appointment.
e. Click Save.
f. From the calendar editor, you can change a designation by selecting a different recordset filter criteria from the lookup window.
g. You can delete a designation only from the Related tab. In the time slots related list, click Edit on the action menu of the relevant
time slot. Then clear your selection from the Recordset Filter Criteria field and click Save.
If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time
slot.
Set Up Designated Work for Time Slots When Not Using Enhanced Scheduling and Optimization
Create specific time slots in Field Service dedicated to service appointments that meet your criteria when not using Enhanced Scheduling
and Optimization.
1. Decide which service appointment fields can be used to reserve time slots.
a. From the Object Manager, find the Service Appointment object and click Field Sets.
b. Open the Designated Work Fields field set.
c. Drag any checkbox field into the field set.
Note: You can customize a field by adding it to the service appointment object.
2. Add the TimeSlot Designated Work work rule to one or more scheduling policies. When the policy is in use, the scheduling optimizer
respects your designated time slot preferences during scheduling.
a. Click the Scheduling Policies tab and select a policy.
b. In the Scheduling Policy Work Rules related list, click New.
c. In the Work Rule field, select New Work Rule.
d. Select Field Service - TimeSlot Designated Work and click Next.
e. Add a name and description.
3. Reserve a time slot for service appointments of a specified type.

a. From the operating hours tab, select an operating hours record.
b. From the detail view, right-click a time slot.
c. Hover over Designate Work and select a checkbox.
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If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time
slot.
SEE ALSO:
Guidelines for Recordset Filter Criteria
Enable Multiday Field Service Appointments

Chances are that your grander projects require more than a day’s work. Happily, you can schedule
EDITIONS
service appointments that span multiple days.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field orgs) and Lightning
Service Settings tab. Experience
2. Click Scheduling > General Logic. The Field Service core
3. In the Multi-day service appointment field field, select Is MultiDay. features, managed
4. In Setup, add the Is MultiDay field to your service appointment page layout and save are available in Enterprise,
your changes. Unlimited, and Developer
5. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets Editions.
under Users.
6. Click Field Service Dispatcher Permissions. USER PERMISSIONS
7. In the Apps section, click Custom Permissions.
To customize the Field
8. Click Edit. Service managed package:
9. Add the Longterm View custom permission to the Field Service Dispatcher permission
set. This permission lets dispatchers select the Long-Term view in the Gantt, which displays up To use the Long-Term Gantt
to 6 months at a time. The Long-Term view displays up to 1000 service appointments. The view:
Long-Term view comes with filtering options, including the option to show only multiday • Longterm View custom
permission
appointments. Customize your Long-Term view settings from the Gantt filter’s Hours tab.
Note: The Long-Term view replaces the Multiday view, which displays 5 weeks at a time
but doesn’t include filtering options.
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10. Click Save.

11. To indicate that a service appointment must span multiple days, select Is Multiday on the appointment.
The length of the multiday appointment is based on its duration and the assigned resource’s availability.
Example: Let’s say you want to find the best resource to complete a multiday service appointment in San Francisco. Your service
resources in San Francisco have operating hours from 9:00 AM to 6:00 PM, and their Resource Availability Work Rule gives them
30 minutes of travel time to and from appointments.
You need to schedule a multiday service appointment that lasts 10 hours. Given your service resources’ travel and time constraints,
the Dispatcher Console finds the best service resource for the job. In this example, Alan Reed is the service resource who’s most
available for this service appointment.
The Dispatcher Console automatically takes your service resources’ travel and break times into account to optimize your multiday
appointments.
SEE ALSO:
Considerations for Multiday Scheduling

Keep these considerations in mind when you implement multiday scheduling in your org.

• Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment when using Enhanced Scheduling and
Optimization.
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• Multiday scheduling is supported in the following scheduling actions:

– Drag-and-drop scheduling
– Candidates (shows only the time that the multiday work can begin)
– Book Appointment
– Scheduling from the Gantt or quick actions
– Reshuffle
– Optimization
Note: Reshuffle isn’t supported in Enhanced Scheduling and Optimization. Scheduling multiday work in Enhanced Scheduling
and Optimization isn’t supported in Global Optimization, Resource Schedule Optimization, and In-Day Optimization.
• On multiday service appointments, the Scheduled Start and End times must fall within the assigned resource’s time slots in their
operating hours.
• Multiday scheduling is based on the customer’s operating hours only if the applied scheduling policy includes a Service Appointment
Visiting Hours work rule.
• Multiday work calculations are run when the assigned resource changes or the service appointment Duration, Scheduled Start, or
geolocation changes.
• If the Break Start and Break Duration fields are filled out on the Service Resource Availability work rule of the applied scheduling
policy, the schedule includes breaks.
• If you drag and drop a multiday service appointment, or manually change its Scheduled Start, the appointment’s Scheduled End
isn’t automatically extended beyond the due date. This means that the appointment can be manually moved beyond the Due Date,
but its Duration remains unchanged.
• To prevent the scheduling optimizer from proposing time slots that don't fully respect resources' availability, configure a TimeSlot
Designated Work work rule.
• Multiday scheduling assumes that the assigned resource begins and ends each day at their home base, so the daily schedule includes
travel time to and from the site.
Tip: To change the travel time logic, update the Travel From Home and Travel To Home fields on the Service Resource
Availability work rule. These fields let you allocate a number of minutes at the day’s start and end for the resource’s travel at
their own expense. If they’re left blank, the schedule automatically includes calculated travel time. For example, enter 60 in
each field if resources must be present at the site at the start of the day. This way, the schedule doesn’t include travel time for
resources whose home base is less than an hour from the site.
• Multiday scheduling has these additional limitations:

– A service resource can’t be assigned to any other appointment during a multiday service appointment.
– Multiday service appointments that overlap with other appointments don’t trigger the Fix Overlaps action.
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– Multiday service appointments can’t be assigned to capacity-based service resources.

– Multiday service appointments can’t span more than eight weeks.
– The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment has a scheduling
dependency, its Scheduled End date isn't calculated when the appointment is scheduled.
– When not using Enhanced Scheduling and Optimization, you can only schedule one multiday service appointment at a time.
What’s Available in Enhanced Scheduling and Optimization

Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.
EDITIONS
The Enhanced Scheduling and Optimization engine includes innovative capabilities.
Feature Description Lightning Experience and
Appointment Insights (Beta) Helps users understand why service appointments can’t be editions where Field Service
scheduled and shows what changes they can make to qualify is enabled: Enterprise,
more time slots and candidates for scheduling. Unlimited, and Developer
Editions
Enhanced Optimization per Enables admins to deploy enhanced scheduling and optimization
Territory at the territory level. Define for each territory whether to use
Enhanced Scheduling and Optimization. By moving the territories
with simpler scheduling scenarios to use Enhanced Scheduling
and Optimization, you keep the more complex scenarios for later
releases, when all the service territory features are supported.
This gradual rollout reduces risk and provides focused support
to those territories where the new functionality has been enabled.
Holiday Management Account for holiday closures. Refine your working hours by
updating operating hours so that service appointments aren’t
scheduled on holidays.
Flexible Breaks Add multiple breaks to availability-based work rules. Flexible

break times are calculated at the start of each work day. Admins
set a break duration and a time window for when the break must
occur relative to the start of the resource’s day. Optimization can
then schedule appointments and break times.
Offsite Appointments Indicates whether an appointment can be done remotely, with

no travel time added to the schedule. For example, work such
as remote technical assistance, filling out reports, or renewal of
health and safety certification can be done from anywhere.
Optimization Hub Shows the improvements that optimization makes to the

scheduling of service appointments across multiple territories
in one unified hub.
Scheduled Jobs Enables you to better manage the volume of your optimization
runs by setting up scheduled jobs that run separately for defined
groups of service territories. Scheduled jobs gives you more
control over when and how often a job runs.
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Feature Description
Service Appointment Sliding Enables you to free up time for a new service appointment when using appointment
booking and scheduling operations. Service appointments on the Gantt can move for
the same resource to an earlier or later time, within the resource’s shift.
Travel Modes Enhances predictive travel by providing more accurate travel time predictions and
improving the completion rate of service appointments. By leveraging different types of
travel modes, admins define the travel mode per territory, per primary service territory
member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or
walking), the use of toll roads, and hazmat considerations.
Review the scheduling and optimization services available with Enhanced Scheduling and Optimization.
Note: These tables list only the main services and features available in Enhanced Scheduling and Optimization. Features listed
as unavailable are on the roadmap for later releases.
Scheduling and Optimization Services

Scheduling and optimization includes services used to create, schedule, reschedule, and unschedule service appointments.
Scheduling Services
Feature Available Not Yet Notes

Available
Appointment Booking • The Objective Calculation explanation is
missing.
Bulk Schedule
Drag & Drop
Emergency Wizard
Get Candidates • The Objective Calculation explanation is

missing.
Schedule
Schedule over lower priority

appointment
Dynamic Gantt

Available
Fill-in Schedule
Fix Overlaps
162

Available
Group Nearby
Optimization Services
Optimization services improve schedule quality by fixing non pinned rule-violating service appointments. If no valid schedule for these
appointments exists, these service appointments are unscheduled at the end of the optimization process. Pinned service appointments
remain in place during optimization.

Available
Global optimization
In-day optimization
Reshuffle
Resource Schedule Optimization (RSO)
Scheduling recipes
Transparency Services

Available
Optimization Hub
Work Rules
Work rules refine the list of candidates for a service appointment by rejecting service resources that don’t match the rule. Add work rules
to a scheduling policy to guide schedule optimization.

Available
Count Rule • Complex work is supported with the Count
work rule.
• You can use the Count work rule with relevance
groups that consist of service territory members
and with relevance groups that are based on
• If you use the Count work rule on a custom
field, the limitation is applied on a full day
horizon and isn’t calculated as a running total
163

Available
of the day. For example, you have a custom
field that checks the capacity of your workers’
cars, and the Count work rule is set to 10.
Throughout the day, a driver picks up 5 units,
picks up another 8 units, and then drops off 4
units. Currently, this violation of the Count work
rule isn’t registered as a violation, even though
13 items existed at a certain point in the day.
• Shifts spanning over midnight aren’t
supported. For example, a nurse has a shift that
starts on Monday at 5 PM and ends on Tuesday
at 5 AM, and the Count work rule is set to 10
service appointments per day. The nurse
completes 8 service appointments on Monday
and another 5 service appointments on
Tuesday. Even though the nurse completed
under 10 service appointments each day, the
Count work rule recognizes it as 13 service
appointments, which currently violates the
rule.
Designated Work (shifts and time slots)
Excluded Resources
Extended Match • Performance and schedule quality can be

affected while using time-phased Extended
Match in global optimization.
Match Boolean
Match Fields • An empty Service Property field doesn’t result

in a rule violation.
Match Skills
Match Territory • Scheduling outside working hours can result

in a rule violation.
Match Time • Check Rules doesn't distinguish which time

rule led to a violation.
• Relevance groups are supported based on
service appointment definitions only, so you
can’t select to apply rules only when
scheduling to specific resources.
164

Available
Maximum Travel from Home
Overtime • Overtime is supported only after a shift.

Overtime during a shift is considered part of
regular working hours.
Required Resources
Service Crew Resources Availability
Service Resource Availability • You must include a Service Resource

Availability rule in the scheduling policy.
• Endless travel at the expense of the resource
isn’t supported, so you can’t leave the Travel
From Home or Travel To Home fields empty.
• Travel at the expense of the resource can’t
overlap with the next or previous resource
availability (including the travel time from or
to home). For example, if a resource works 8:00
PM to 11:00 PM on Monday, and 4:00 AM to
8:00 AM on Tuesday, the accumulated
Maximum Travel from Home can’t exceed 5
hours (the time difference between the two
shifts).
• Defining two separate shifts or time slots per
resource per day isn’t supported. When two
separate working shifts or time slots are defined
for a resource on the same day, they’re
considered “unified” during the scheduling and
optimization process. The resource can travel
between the shifts or time slots, but work isn’t
assigned during this time.
• When the travel time of a service appointment
overlaps with another service appointment, a
rule violation is shown only for the
appointment with the overlapping travel time.
Service Resource Availability - Flexible • A limit of up to three breaks applies.

Breaks
Visiting Hours
Working Territories (for secondary • Scheduling outside working hours can result
territories) in a rule violation.
165
Service Objectives
A service objective is a scheduling goal or target. You can weigh service objectives to prioritize one over another. Each appointment
assignment has a score of 0 to 100 for each service objective based on how fully the objective is met. The highest-scoring assignments
are preferred. A scheduling policy can have one or more service objectives.
Feature Available Not Yet Available

Custom Objects
Minimize Overtime
Minimize Travel
Preferred Resource
Resource Priority
Schedule ASAP
Service Appointment Priority (nonconfigurable objective)
Skill Level
Resource and Service Types

Several types of service resources and service appointments are available in Field Service.
Feature Available Not Yet Available Notes

Complex Work
Contractors
Crews
Individual service resources
Multiday Work • Multiday scheduling is supported with scheduling

actions: drag and drop, Get Candidates (shows only
the time that the multiday work can begin),
Scheduling from the Gantt or quick actions, and
Check Rules.
• Lunch breaks are shown on the Gantt as an overlap
with the multiday service appointment when using
Enhanced Scheduling and Optimization.
Resource Efficiency • Resource efficiency is rounded up when using

Enhanced Scheduling and Optimization.
Standard service appointments
166

To enable Field Service: Customize Application Available in: Available in

To install the Field Service managed Customize Application
package:
To assign a permission set license: Manage Users is enabled: Enterprise,
To create a permission set: Manage Profiles and Permission Sets Editions
To enable Enhanced Scheduling and Customize Application
Optimization:
Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced
Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for
all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and
semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability,
performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations
before using the enhanced engine.

Make sure that you meet these requirements.
1. From Setup, in the Quick Find box, enter Field Service, and then select Field Service Settings.
2. Select Field Service Enhanced Scheduling and Optimization and then save your changes.
Note: Turning on Field Service Enhanced Scheduling and Optimization also turns on Field Service Integration.
167
What’s the Fate of Older Salesforce Customizations?

Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or selected service territories. Enhanced
Scheduling and Optimization is backward compatible so your existing implementations remain in place after you enable it.
Considerations for Enhanced Scheduling and Optimization
Before using Enhanced Scheduling and Optimization, make sure you review some considerations.
Learn about the Enhanced Scheduling and Optimization limits and limitations.
SEE ALSO:
168
What’s the Fate of Older Salesforce Customizations?

Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or
EDITIONS
selected service territories. Enhanced Scheduling and Optimization is backward compatible so your
existing implementations remain in place after you enable it. Available in: Available in
If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation for Lightning Experience and
the Enhanced Scheduling and Optimization engine. If you don’t include this annotation, the request Salesforce Classic in these
causes an exception. See Queueable Apex: More Than an @future. editions where Field Service
Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. Unlimited, and Developer
A callout is used to trigger a requested service and retrieve information. If DML occurs before the Editions
callout in the same transaction, it causes an exception, for example, an Uncommitted Work Pending
error. To avoid an exception, ensure that DML operations are done prior to the callout or in a different
transaction.
Considerations for Enhanced Scheduling and Optimization

Before using Enhanced Scheduling and Optimization, make sure you review some considerations.
EDITIONS
• Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment Lightning Experience and
when using Enhanced Scheduling and Optimization. Salesforce Classic in these
Editions
• Travel time to the next appointment is shown on the Gantt before the lunch break.
• Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences
set in the Routing section of Field Service Settings.
• If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation for the Enhanced Scheduling and
Optimization engine. If you don’t include this annotation, the request causes an exception. See Queueable Apex: More Than an
@future.
• If an absence doesn’t have an address, Enhanced Scheduling and Optimization uses the location of the last event (Service Appointment
or Resource Absence) that has a location to calculate the travel time to the next event. This could result in fewer scheduling options
in case an event with no location is scheduled close to the end of the working hours, if there isn't enough room for travel back to
the service resource's home base after that event.
169

Learn about the Enhanced Scheduling and Optimization limits and limitations.
EDITIONS
Platform Limits Affecting Field Service Salesforce Classic in these
One of the main benefits of using Enhanced Scheduling and Optimization is fewer limitations.
Limit Scheduling and Enhanced
Editions
Optimization Scheduling and
Optimization
Maximum number of Apex classes scheduled 100 100, but you’re not
concurrently (Scheduled Jobs) likely to reach this limit
because you can
configure many
optimization runs per
scheduled job. Each
job consumes one
Apex scheduled job.
See Manage
Scheduled Jobs in
Field Service.
Number of synchronous concurrent transactions 10 Not applicable

for long-running transactions that last longer
than 5 seconds for each org
Apex batch job executing in parallel 5 Not applicable
Maximum service appointments optimized per 50,000 Relative to the number

rolling 24 hours of your user licenses.
Limitations
Before using Enhanced Scheduling and Optimization, make sure you review some limitations.
Important: Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. A callout is used
to trigger a requested service and retrieve information. If DML occurs in the same transaction as the callout, it causes an exception,
for example, an Uncommitted Work Pending error. To avoid an exception, ensure that DML is completed in a separate transaction.
• The Objective Calculation explanation is missing for Get Candidates and Appointment Booking.
170
• Scheduling a service appointment outside of a resource’s working hours using drag and drop results in a rule violation. Travel time
to and from the service appointment isn’t calculated, and other rules aren’t validated.
• Scheduling a service appointment partially outside working hours can result in a Match Territory rule violation.
• Custom time rules aren’t supported.
• When the Arrival Window Start and Arrival Window End don’t overlap with the Earliest Start Permitted and Due Date, a Match Time
error is shown.
• When all the service appointments for a day are optimized and then unscheduled, utilization isn’t shown accurately on the Gantt.
• The Calculate travel and breaks option in the Routing section of Field Service Setting isn’t supported. Enhanced Scheduling and
Optimization always calculates travel time and breaks.
• Global optimization results don’t include the number of scheduled service appointments. A message appears showing that service
appointments were scheduled. For metrics on each optimization run, refer to Optimization Hub.
• If you have an implementation that uses resource efficiencies, enhanced optimization can result in overlaps if service appointments
are pinned, or unscheduling of appointments if unpinned (since there isn't enough space in the schedule). This is because Enhanced
Scheduling and Optimization rounds up the service appointment duration.
Service Appointments and Service Resources
• The service appointment’s Schedule Mode field doesn’t show Auto or Manual after performing automated or manual scheduling.
• When two working shifts or time slots are defined for a resource on the same day, each shift or time slot is considered as if it's a
different "day", such that it includes the resource traveling to and from the home base.
• When a lunch break overlaps with a service appointment or resource absence, newly booked or scheduled service appointments
can result in a schedule overlap with the lunch break.
• Snapping (scheduling using ctrl/cmd + drag and drop) a service appointment to a resource absence isn’t supported and doesn’t
change the schedule.
• When manually scheduling a multiday service appointment using drag and drop, the scheduled start time must be within a valid
timeframe for the duration to be calculated correctly. For example, if the multiday service appointment is scheduled to start when
the service resource isn't available (during a non-availability shift, resource absence, or lunch break), then the multiday service
appointment duration isn't calculated accurately to account only for working hours.
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As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for
EDITIONS
all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all
service territories or per territory. Enhanced Optimization per Territory enables you to deploy Available in: Available in
Enhanced Scheduling and Optimization only on selected territories, for example, territories with Lightning Experience and
simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling Salesforce Classic in these
scenarios for later releases, when all the service territory features are supported. editions where Field Service
This is a Field Service managed package feature. Unlimited, and Developer
To enable all service territories to use Enhanced Scheduling and Optimization, in Field Service Editions
Settings, select Scheduling > General Logic and then select Use enhanced scheduling and
optimization for all service territories.
USER PERMISSIONS
Use Enhanced Scheduling and Optimization when service appointments or service resources don't
have an associated service territory. In Field Service Settings, select Scheduling > General Logic To enable Enhanced
Optimization Per Territory:
and then check that Use enhanced scheduling and optimization when there isn’t an
associated service territory is enabled.
Note: All service appointment territories and service resource territories within the same
optimization request must use the same optimization engine. A notification is shown when
you’re running bulk operations such as global optimization with different territory optimization
settings, because it can’t be determined which optimization engine to use.
Before you set up Enhanced Optimization per Territory, make sure that you meet these requirements.
• All Enhanced Scheduling and Optimization requirements are met.
The operation you’re performing determines the selected optimization engine.
• For service appointment operations (Drag and Drop, Get Candidates, Schedule, Unschedule, and Check Rules), the associated territory
of the appointment determines the optimization engine.
• For global optimization operations, the selected territory determines the optimization engine.
• For resource absence operations (Drag and Drop, create new, and delete), the resource’s associated territory member determines
the optimization engine.
Configure Enhanced Optimization per Territory

Configure your Enhanced Optimization per Territory settings and assign user permissions.
Limitations for Enhanced Optimization per Territory
All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization per Territory.
SEE ALSO:
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Configure Enhanced Optimization per Territory

Configure your Enhanced Optimization per Territory settings and assign user permissions.
EDITIONS
1. From Setup, in the Quick Find box, enter Object Manager, and then select Object Lightning Experience and
Manager. Next, click Service Territory, and then scroll to the Page Layouts section. Salesforce Classic in these
2. Click Page Layouts, and then click SFS Service Territory Layout. editions where Field Service
3. Click Edit. Unlimited, and Developer
4. Drag the Use enhanced scheduling and optimization field to the page layout, and then Editions
save your changes.
5. From the App Launcher, find and open the Field Service Admin app, and then click the Service USER PERMISSIONS
Territories tab.
To enable Enhanced
6. Click the service territory name for which you want to enable enhanced optimization. Optimization Per Territory:
7. Select Use enhanced scheduling and optimization. • Customize Application
8. To avoid misalignments in the schedule due to scheduling using different engines, pin the
service appointments scheduled for the next day, and then unschedule all appointments from
the following day onwards so that the Gantt is empty.
9. Run optimization using the enhanced optimization engine, or reschedule all service appointments.
Tip: We recommend unscheduling and rescheduling the service appointments during off-hours to avoid the possibility of
double-booking.
SEE ALSO:
Set Up and Run Enhanced Optimization Jobs

All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization
EDITIONS
per Territory.
Consider these limitations when Use enhanced scheduling and optimization for all service Salesforce Classic in these
territories is disabled in the Field Service Settings and only selected territories are using Enhanced editions where Field Service
Scheduling and Optimization. is enabled: Enterprise,
• All service appointment territories and service resource territories within the same optimization
Editions
request must use the same optimization engine. A notification is shown when you’re running
bulk operations such as global optimization with different territory optimization settings, because
it can’t be determined which optimization engine to use.
• Service appointments assigned to use Enhanced Scheduling and Optimization can be scheduled only to a resource with a primary
territory enabled for Enhanced Scheduling and Optimization.
• Resources with multiple primary territories must have all territories assigned to the same optimization engine.
• Service appointments without an assigned territory don’t use the enhanced optimization engine.
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Field Service Set Up Field Service Appointment Bundling
Set Up Field Service Appointment Bundling

Group short appointments at nearby or same-site locations to create a bundle.
EDITIONS
Watch the video to see how grouping short appointments at nearby or same-site locations to create
a bundle helps you and your customers. Available in: both Salesforce
Watch a video orgs) and Lightning
Experience
Watch the video to learn how to configure Appointment Bundling.
Watch a video
features, managed
Service appointment bundling lets you collect multiple service appointments and define them as
a single entity, called a bundle. The bundle:
• Simplifies the dispatcher’s work by treating a set of relatively small service appointments as Editions.
one, large unified job.
• Helps mobile workers work more efficiently by organizing the service appointments in an
assembly line manner.
• Improves customer satisfaction by scheduling a mobile worker to perform all the customer’s service appointments in a single visit.
Consider the job of reading 100 water meters in the utility room of a high-rise apartment complex. The job can be scheduled in several
ways.
• 100 short appointments—Create and schedule a service appointment for each meter. Each service appointment has a duration
of 30 seconds. This approach provides maximum flexibility. You can schedule each service appointment independently of the others.
However, this approach also has high computational overhead because the system must schedule numerous service appointments,
and having 100 short service appointments on the Gantt is confusing for the dispatcher. The schedule specifies a precise sequence
in which the meters must be read, even if the mobile worker finds another sequence more convenient. This approach could cause
other inefficiencies, too. Suppose the mobile worker must get the key to unlock the utility room. If you schedule the service
appointments individually, the mobile worker must technically unlock the room multiple times.
• One long appointment—Create and schedule the entire job as a single service appointment. This approach has low computational
overhead and is easy to understand. It implements economies of scale, such as unlocking the utility room only one time. The
disadvantage is the lack of flexibility. You must schedule the entire service appointment to a single mobile worker in a single
assignment. You can’t schedule an urgent job in the middle of the long service appointment. And you can’t reschedule meters that
the mobile worker couldn’t access during the service appointment.
• A single bundle appointment—Create a service appointment for each meter and bundle them together to create a single entity.
The individual service appointments then become bundle members. You can apply constraints to ensure that the bundle is efficient,
for example, that only similar service appointments in the same location can be bundle members. This approach has all the advantages
of the long service appointment approach, plus the flexibility of the short service appointments approach.
– Low computational overhead—Only the bundle is scheduled, not the bundle members.
– Easy to understand—The dispatcher sees only one service appointment on the Gantt. The dispatcher can drill down and view
the bundle members as required.
– Flexibility—The mobile worker can perform the service appointments in any sequence. You can add or remove service
appointments from the bundle if needed.
– Better tracking—If a meter can’t be accessed, it can be skipped without being forgotten because the system marks the individual
service appointment as incomplete.
– Economies of scale—In our example, the mobile worker unlocks the utility room only one time, unless returning for incomplete
bundle members.
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Meter reading is only one example of how bundling service appointments can improve the efficiency of a schedule. Other scenarios
include:
• Same customer scheduling—Bundle together all the service appointments of a single customer. The customer is pleased because
a single mobile worker arrives at a single time to perform all the services.
• Same site scheduling—Bundle together all the service appointments in a large office building, even if they are for different
customers. The mobile worker saves time by traveling, parking, and passing the building security only one time.
• Out-of-town scheduling—Bundle together all the service appointments for an out-of-town job. For example, a Chicago-based
organization has several appointments in Cleveland. Bundle together all the Cleveland appointments and schedule the bundle to
a single mobile worker. The mobile worker can then stay overnight in Cleveland until all the service appointments are complete.
• Scheduling similar tasks—Bundle together service appointments of a similar type. For example, an organization prefers to assign
a single mobile worker to perform all its network-related service appointments on a single day.
Add Permissions for Service Appointment Bundling

Add the permissions for service appointment bundling.
Enable Service Appointment Bundling
Enable appointment bundling in Field Service Settings.
Set Up Automatic Bundling
Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two
modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular
service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list and
can be scheduled.
Create Recordset Filter Criteria for Bundling Appointments
You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional,
but if you want to use them in the bundle policies, you must create them first.
Create an Appointment Bundle Policy
Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.
Create an Appointment Bundle Config
Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments.
These configuration settings apply to all your bundles.
Test Your Appointment Bundling Configuration
After completing the configuration steps for appointment bundling, test it in Field Service.
Appointment Bundling Limitations
Review the limitations of Appointment Bundling.
SEE ALSO:
Salesforce Developer: Appointment Bundling
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Add Permissions for Service Appointment Bundling

Add the permissions for service appointment bundling.
EDITIONS
Important: Without these permissions, appointment bundling isn’t available.
1. In Field Service Settings, click Getting Started, and then click Permission Sets. Classic (not available in all
orgs) and Lightning
2. Add these permissions.
Experience
• Field Service Admin—Required for configuring the appointment bundling settings.
features, managed
Editions.
USER PERMISSIONS
To add permissions:
Permission Sets
• Field Service Bundle for Dispatcher—Required for using the appointment bundle actions
in the Dispatcher Console.
• Field Service Integration—Required for accessing the Hyperforce appointment bundling services.
Note: If the Field Service Integration card doesn’t appear, contact Salesforce Customer Support.
If your org has processes that use create, update, and delete actions for the Work Orders, Service Appointments, or Skills objects,
enable object permissions.
176
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
b. Click Field Service Integration.
c. Under Apps, click Object Settings.
d. Click the required object.
e. Click Edit.
f. Enable these permissions.
g. Save your changes.
Make sure that the appointment bundling actions are enabled.

1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
2. Click Field Service Admin Permissions.
3. Click Custom Permissions, and then click Edit.
4. Add the appointment bundling custom permissions: FSL.Bulk Bundle, FSL.Bulk Unbundle, FSL.Gantt and List Bundle and Unbundle,
FSL.Service List View - Exclude Bundle Members.
177
Enable Service Appointment Bundling

Enable appointment bundling in Field Service Settings.
EDITIONS
1. From the App Launcher, open Field Service Settings.
2. Click Scheduling, and then click Bundling.
orgs) and Lightning
Experience

features, managed
Editions.
3. Enable bundling service appointments and save your changes.

USER PERMISSIONS
4. To access the additional settings, refresh your browser.
To enable appointment
bundling:
Default Appointment Bundle Policy and Related Policies
If no policies exist, a default appointment bundle policy is created along with some of its related
policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining
policies from the Related tab of the appointment bundle policy.
Default Appointment Bundle Config
If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle Config from the App Launcher.
Default Appointment Bundle Policy and Related Policies

If no policies exist, a default appointment bundle policy is created along with some of its related
EDITIONS
policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies
from the Related tab of the appointment bundle policy. Available in: both Salesforce
Default Appointment Bundle Policy orgs) and Lightning
Experience
Field Default Value Result The Field Service core
features, managed
Priority 1 The default bundle policy is
applied first.
Manual Bundling True This policy is available when Unlimited, and Developer
the dispatcher manually Editions.
bundles service appointments
in the dispatcher console.
Automatic Bundling True This policy is available when

automatic bundling is
triggered.
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Field Default Value Result

Limit Amount of Bundle Members 200 You can include up to 200 bundle members
in a bundle.
This field is relevant only for automatic
bundling, not for manual bundling.
Default Appointment Bundle Sort Policy

Sort Field Name Due Date The bundle members are sorted according
to their due date.
Sort Direction Ascending The bundle members are in an ascending

order.
Sort Type Sort Within a Bundle The default sort policy defines the order of
bundle members in the bundle.
Sort Order 1 The default sort policy is triggered first.
Default Appointment Bundle Restriction Policy

Restriction Field Name Street You can bundle service appointments that
are on the same street.
Allow Empty False You can’t bundle service appointments that

have an empty restriction field with service
appointments that have a value in the
restriction field.
Restrict in Manual Mode True The default restriction policy applies to

manual bundling.
Restrict in Automatic Mode True The default restriction policy applies to

automatic bundling.
Restrict by Date Only True If Restriction Field Name is of type

Date/Time, the bundle is restricted by the
time of day and by the calendar date.
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Default Appointment Bundle Aggregation Policies
Field in Bundle Service Appointment Aggregation Result

Address Address of the first bundle member service The bundle service appointment’s address
appointment according to the sort policy. is pulled from the first bundle member
service appointment.
Due Date Earliest due date of all bundle member The bundle service appointment’s due date
service appointments is pulled from the earliest due date of the
bundle member service appointments.
Duration Sum of the duration of the bundle member The bundle service appointment’s duration
service appointments is equal to the sum of all bundle member
service appointments’ duration.
Earliest Start Permitted Latest start time of all bundle member The bundle service appointment’s earliest
service appointments start permitted is pulled from the latest start
of the bundle member service
appointments.
Pinned False When the bundle is created, the bundle

service appointment isn’t pinned.
Service Territory Copied from one of the bundle member The bundle service appointment’s service
service appointments territory field is pulled from one of the
Skill Requirements (in Work Order) Sum of the skills of the bundle member The bundle service appointment’s work
service appointments, without duplication order lists the skills of all bundle member
If the skills are updated in a bundle member
service appointment after the bundle is
created, the skills aren’t aggregated to the
bundle service appointment. Update the
bundle service appointment’s skills
manually.
Note: The default configuration of the Service Territory and Address fields don’t appear in the list of default aggregation policies.
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Default Appointment Bundle Config

If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle
EDITIONS
Config from the App Launcher.
Field Default Value Result Classic (not available in all
Add to Bundle Statuses You can add service orgs) and Lightning
• None Experience
appointments in these statuses
• Scheduled
to a bundle. The Field Service core
• Dispatched features, managed
• In Progress package, and mobile app
Remove from Bundle Statuses • Canceled You can remove service Unlimited, and Developer
appointments in these statuses Editions.
• None
from a bundle.
• Scheduled
• Dispatched
• In Progress
Add travel time to bundle False Travel time between bundle

duration member service appointments
isn’t included in the bundle's
duration.
Status on Removal from Bundle • None When a service appointment is

removed from a bundle, it
receives the None status.
Statuses not to Update on • Canceled The status of service

Unbundling appointments in these statuses
• Completed
isn’t updated when a bundle is
• Cannot Complete unbundled.
Bundle Statuses to Propagate All statuses are selected. The status of bundle member
service appointments is always
overridden by the status of the
bundle service appointment.
Bundle Member Statuses not • Canceled The status of bundle member

to be Propagated service appointments with
• Completed
these statuses isn’t overridden.
• Cannot Complete
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Set Up Automatic Bundling

Use automatic bundling to create and update bundles instead of managing them manually.
EDITIONS
Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic
bundling process looks for service appointments in a particular service territory and then looks at Available in: both Salesforce
the priority of the bundle policy. After the bundles are created, they appear in the work list and can Classic (not available in all
be scheduled. orgs) and Lightning
The automatic bundling process creates bundles: Experience
• If at least two service appointments can be bundled The Field Service core
• Split by service territories that are part of the bundle policy features, managed
• Without service appointments that have scheduling dependencies are available in Enterprise,
• For Automated Bundling, if the time between the Earliest Start Permitted and the Due Date of Unlimited, and Developer
the service appointments overlaps with a 7-day period that starts at the time of the scheduled Editions.
automatic bundling process. For example, if the Earliest Start Permitted of a service appointment
is before the start of the 7-day period and the Due Date is after the end of the 7-day period, it
USER PERMISSIONS
can still be added to the bundle.
For Live Bundling, if the time between the Earliest Start Permitted and the Due Date of the To set up automatic
service appointments overlaps with a 2-day period that starts at the time of the scheduled bundling:
automatic bundling process. For example, if the Earliest Start Permitted of a service appointment • Customize Application
is before the start of the 2-day period and the Due Date is after the end of the 2-day period, it
can still be added to the bundle.
It’s recommended to configure restriction policies for the Earliest Start Permitted and Due Date fields. That way, the automatic bundling
process doesn’t fail because of service appointments that have an earlier due date than the earliest start permitted.
Important: Automatic bundling requires:

• At least one restriction policy with Restrict in Automatic Mode selected
• At least one service territory policy
• At least one bundle policy with Automatic Bundling selected
1. From the App Launcher, find and select Field Service Settings.
2. Click Scheduling, and then click Bundling.
3. Set up Automated Bundling to schedule the bundling process during low-activity times.
a. Turn on Automated Bundling.
b. Schedule the process.
c. Click Apply. In this example, the automated bundling process is scheduled to run daily at 11 PM.
182
d. To see the status of your automatic bundling requests, click the light bulb in the Dispatcher Console, or go to the Optimization
Requests tab. See Monitor Optimization Requests.
If you can’t see the automatic bundling optimization requests, take these steps.
a. From Setup, open the Object Manager.
b. Search for and open the Optimization Requests object.
c. From Fields & Relationships, search for and open the Type field.
d. If you’re using a new Salesforce org, activate the Automated Bundling and Live Bundling picklist values. If you’re using an
upgraded Salesforce org, create the Automated Bundling and Live Bundling picklist values.
Note: Automated bundling requests that didn’t manage to run aren’t monitored.
4. Set up Live Bundling to update or create bundles when service appointments are modified or added to your appointment list.
Live bundling adds bundle members only to bundles that were created with automatic bundling. It doesn’t add bundle members
to bundles that were created manually. If a bundle member is manually removed from a bundle, live bundling doesn’t add it to the
same bundle again.
a. Turn on Live Bundling.
b. Define the frequency of the updates, from 5 to 15 minutes.
c. Click Apply.
5. Service appointments are reconsidered for Live Bundling when you update any of these fields.
• Service Territory
• Due Date
• Early Start
• Status
• Pinned
• Any other field defined in a bundle restriction policy
183
• Any other field defined in a recordset filter criteria
SEE ALSO:
Create Recordset Filter Criteria for Bundling Appointments

You can create filters to bundle only the appointments that meet the criteria that you set. Creating
EDITIONS
recordset filter criteria is optional, but if you want to use them in the bundle policies, you must
create them first. Available in: both Salesforce
1. Create recordset filter criteria for the bundle policies. Classic (not available in all
orgs) and Lightning
2. For Source Object, select if the recordset filter criteria is intended for the:
Experience
Appointment Bundle Aggregation Policy Determines on which group of service The Field Service core
appointments the aggregation applies. features, managed
Appointment Bundle Config Determines in which criteria a bundle is are available in Enterprise,
automatically unbundled. Unlimited, and Developer
Editions.
Appointment Bundle Policy Determines which service appointments can
be bundled using this policy.
USER PERMISSIONS
3. For Filtered Object, select Service Appointment.
To create recordset filter
4. Select Active. criteria:
Considerations: • Customize Application
• Inactive recordset filter criteria aren’t supported. See Appointment Bundling Limitations.
• All service appointment fields used in recordset filter criteria must be enabled in the Field Service Integration permission set.
SEE ALSO:
Create Filters to Match Appointments and Shifts
Create an Appointment Bundle Aggregation Policy
184

Use the default policy, or create multiple policies. You can use the policies for manual bundling,
EDITIONS
automatic bundling, or both.
1. If your service appointments have custom fields, make sure to give the fields read access. See Available in: both Salesforce
Appointment Bundling Limitations. Classic (not available in all
orgs) and Lightning
Experience
c. Click Object Settings. features, managed
d. Click Appointment Bundle Policies. package, and mobile app
e. For each custom field, select Read Access.
2. From the App Launcher, open Appointment Bundle Policies. Editions.
If you don’t see Appointment Bundle Policies in the App Launcher:

USER PERMISSIONS
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
b. On the Salesforce admin profile, click Edit. To create items:
c. From Profile Detail, click Edit.
d. Under Tab Settings, set the bundle tabs to Default On.
e. Save your changes and refresh your browser.
3. On the Appointment Bundle Policies page, click New.

4. Give the policy a unique name.
5. To make this policy available when the dispatcher manually bundles service appointments in the dispatcher console, select Manual
Bundling.
6. To make this policy available when automatic bundling is triggered, select Automatic Bundling and enter the details. Automatic
bundling includes two modes, Automated Bundling and Live Bundling. You can have manual bundling and automatic bundling
enabled at the same time.
a. For Priority, enter a unique policy priority number. The priority determines the order that the policies are applied.
b. For Limit Amount of Bundle Members, enter the maximum number of bundle members to include, up to 200.
185
c. For Limit Duration of Bundle, enter the maximum duration of a bundle, in minutes. The recommended limit is 240 minutes.
Note: The Limit Amount of Bundle Members and Limit Duration of Bundle fields are relevant only for automatic bundling,
not for manual bundling.
7. For Filter Criteria, select an active recordset filter to determine the bundle members. Only the service appointments that meet the
criteria are bundled.
8. To make sure that enough time is allocated for the bundle, calculate the difference between the bundle’s start time and the bundle’s
end time. If that amount of time is shorter than the bundle’s duration, replace the duration with a predefined constant value.
a. Under Duration Calculation, select Time Calculation by Bundle Duration Field.
b. For Bundle Start Time Field Name, select the bundle service appointment field used for the bundle’s start time.
c. For Bundle End Time Field Name, select the bundle service appointment field used for the bundle’s end time.
d. For Constant Time Value, enter the bundle's total time as a constant value, in minutes.

• The Allow Scheduling Dependencies in Bundle field isn’t supported.
• Deleting a bundle policy that’s in use isn’t recommended.
Important: Don’t create triggers that update fields in any of the Appointment Bundling policies. If your configuration includes
these triggers, you must delete them and apply a different configuration solution. For example, if you have a trigger that calculates
duration, delete the trigger and create an aggregation duration downscale policy instead.
Create an Appointment Bundle Sort Policy

Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within
a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that
determines the order that’s used to examine the bundling candidates.
Create an Appointment Bundle Restriction Policy
Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values
can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at
least one restriction policy.
Create Appointment Bundle Aggregation Duration Downscales
Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You
can create multiple aggregation duration downscales.
Create Appointment Bundle Policy Service Territories
Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the
bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment
Bundle Policy Service Territories are optional.
SEE ALSO:
Default Appointment Bundle Policy
186

Use the default policy, or create multiple sort policies. For manual bundling, define a policy for
EDITIONS
sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling
service appointments. For automatic bundling, define a policy that determines the order that’s used Available in: both Salesforce
to examine the bundling candidates. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read access. See orgs) and Lightning
Appointment Bundling Limitations. Experience
a. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. The Field Service core
features, managed
c. Click Object Settings. are available in Enterprise,
d. Click Appointment Bundle Sort Policies. Unlimited, and Developer
Editions.
e. For each custom field, select Read Access.
2. In the Appointment Bundle Policy, go to the Related tab. USER PERMISSIONS

3. In the Appointment Bundle Sort Policies panel, click New.
To create items:
4. Give the policy a unique name. • Customize Application
5. For Sort Field Name, select the service appointment field that sorts the bundle members. The
fields in the list are service appointment fields, not work order fields. The only exception is Skill
Requirements, which is a work order field.
6. For Sort Direction, set the order of the appointments in a bundle to ascending or descending.
7. For Sort Type, select one of these options.
Sort Within a Bundle
Defines the order of bundle members. It’s also used when you unbundle to define the order that the service appointments are
scheduled on the Gantt.
Sort for Automatic Bundling
Defines the order that automatic bundling uses to evaluate the candidate service appointments to be bundled.
8. For Sort Order, determine in which order the sort policy is triggered. For example, enter 1 to trigger this policy first.
Example: A mobile worker must read all the water meters on a long street. According to the default sort policy, the worker must
complete the appointments in ascending order according to their due date, without considering the house numbers. To save
time, let the mobile worker complete all appointments on one side of the street before continuing to the other side.
1. Create a custom numeric field for the house number.
2. Create a numeric formula field that differentiates between odd and even house numbers. If the house number is even, leave
it as is. If the house number is odd, multiply the number by −1.
IF(MOD( HouseNumber__c,2)=0, HouseNumber__c, -1*HouseNumber__c)
3. Create restriction policies for the City and Street fields, meaning that all bundle members must be in the same city and on the
same street.
187
4. Create a sort policy for the numeric formula field that you created. Set the policy to sort the bundle members in ascending
order. For example, on a street with 10 houses, the appointments are now sorted in this order: −9, −7, −5, −3, −1, 2, 4, 6, 8,
10.
SEE ALSO:

Use an appointment bundle restriction policy to define restriction fields so that only service
EDITIONS
appointments with the same field values can be bundled together. Use the default policy, or create
multiple restriction policies. For automatic bundling, you must have at least one restriction policy. Available in: both Salesforce
1. If your service appointments have custom fields, make sure to give the fields read access. See Classic (not available in all
Appointment Bundling Limitations. orgs) and Lightning
Experience
b. Click Field Service Integration. The Field Service core
features, managed
c. Click Object Settings. package, and mobile app
d. Click Appointment Bundle Restriction Policies. are available in Enterprise,
e. For each custom field, select Read Access. Editions.
2. In the Appointment Bundle Policy, go to the Related tab.
3. In the Appointment Bundle Restriction Policies panel, click New. USER PERMISSIONS
4. Give the policy a unique name. To create items:
5. For Restriction Field Name, select the bundle member service appointment field used to apply • Customize Application
the restriction.
Considerations:
• Only service appointments with the same value can be bundled together.
• The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a
work order field.
• Unsupported lookup fields don’t appear in the list of fields for selection.
6. To allow bundling service appointments that have an empty restriction field with service appointments that have a value in the
restriction field, select Allow Empty.
7. To apply this restriction with manual bundling, select Restrict in Manual Mode.
8. If the Restriction Field Name is of type Date/Time, you can restrict the bundle based on the calendar date rather than the time of
day by selecting Restrict by Date Only.
9. To apply this restriction to automatic bundling, select Restrict in Automatic Mode.
SEE ALSO:
188
Create an Appointment Bundle Propagation Policy

Create a policy to determine when and how the bundle service appointment updates the fields of
EDITIONS
the bundle member service appointments. And you can create multiple propagation policies for
each bundle policy. Each propagation policy controls how one bundle member service appointment Available in: both Salesforce
field is populated. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read and edit orgs) and Lightning
access. See Appointment Bundling Limitations. Experience
features, managed
d. Click Appointment Bundle Propagation Policies. Unlimited, and Developer
Editions.
e. For each custom field, select Read Access and Edit Access.

3. In the Appointment Bundle Propagation Policies panel, click New.
To create tasks:
4. Under Information: • Customize Application
a. Give the policy a unique name.
b. Select at least one option for whether the bundle member service appointments’ fields are updated when they’re added to or
removed from the bundle or are unbundled.
5. Under Propagation Settings:

a. In Bundle Member Field Name, select the field that’s populated by this policy. The fields in the list are service appointment fields,
not work order fields. The only exception is Skill Requirements, which is a work order field.
Don’t configure the Status field in a propagation policy. Use the Appointment Bundle Config to control how the Status field
behaves.
b. Complete the remaining fields according to the type of field selected in Bundle Member Field Name.
SEE ALSO:
Propagation Configurations
Configure your propagation policies according to the selected Bundle Member Field Name type.
Bundle Member Field Type—Boolean
Fields to Populate Result

Bundle Field Name Replace the checkbox selection in the bundle member service
appointments according to the checkbox selection in the bundle
service appointment.
189

Constant Value: Enter True or False Replace the checkbox selection in the bundle member service
appointments according to the entered constant value of true or
false.
Add Constant Value: Select the checkbox Check the setting in the bundle service appointment and the
AND entered Constant Value. If one of them is False, set the checkbox
in the bundle member service appointments to False.
Constant Value: Enter True or False
Bundle Member Field Type—Date

Bundle Field Name Replace the bundle member service appointments’ date field value
with the bundle service appointment date field.
Constant Date Value: Select Null, Now, End of Day, or Start of Replace the bundle member service appointments’ date field value
Day with the selected Constant Date Value.
Add Constant Value: Select the checkbox Take the selected Constant Date Value, add the entered Additional
AND Constant Value, and populate the selected bundle member service
appointments’ field with this value.
Constant Date Value: Select Null, Now, End of Day, or Start of
Day
AND
Additional Constant Value: Enter the number of days, hours, and
minutes
Bundle Member Field Type—Lookup

Bundle Field Name Replace the bundle member service appointments’ field value with
the bundle service appointment field value.
Constant Value: Enter text Replace the bundle member service appointments’ field value with
the entered ID.
Add Constant Value: Select the checkbox Add the bundle service appointment’s field value to the bundle
AND member service appointments’ field value.
Constant Value: Enter text
Note: Unsupported lookup fields don’t appear in the list of fields for selection.
190
Bundle Member Field Type—Numeric

Constant Value: Enter a number Replace the bundle member service appointments’ field value with
the entered Constant Value.
Constant Value: Enter a number
Bundle Member Field Type—Picklist

Constant Value: Enter a picklist value Replace the bundle member service appointments’ field value with
Bundle Member Field Type—String

Constant Value: Enter text Replace the bundle member service appointments’ field value with
Constant Value: Enter text
191

Use the default aggregation policies, or create policies to determine when and how bundle member
EDITIONS
service appointments update the bundle service appointment fields. And you can create multiple
aggregation policies for each bundle policy. Each aggregation policy controls how one bundle Available in: both Salesforce
service appointment field is populated. Classic (not available in all
1. If your service appointments have custom fields, make sure to give the fields read and edit orgs) and Lightning
access. See Appointment Bundling Limitations. Experience
features, managed
d. Click Appointment Bundle Aggregation Policies. Unlimited, and Developer
Editions.

3. In the Appointment Bundle Aggregation Policies panel, click New.
To create items:
4. Under Information: • Customize Application
a. Give the policy a unique name.
b. To set the order that triggers this aggregation, in Aggregation Order, enter a unique number. For example, enter 1 to trigger
this policy first.
c. In Recordset Filter Criteria, enter a recordset filter criteria to aggregate the bundle members. You can aggregate only the service
appointments that meet this criteria.
d. If you don’t want this aggregation policy to apply to bundle members that are added after the bundle is created, select Aggregate
only when the bundle is created.
5. Under Aggregation Settings:

a. In the Bundle’s Target Field, select a bundle service appointment field. This field is populated by the aggregation. The fields in
the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field.
Don’t configure the Status field in an aggregation policy. Use the Appointment Bundle Config to control how the Status field
behaves.
If you select a formula field in the Source Field, select a matching field type in the Bundle’s Target Field.
b. Select an aggregation action that works with the type of field selected for the bundle’s target field.
c. Complete the remaining fields according to the type of field selected for the bundle’s target field.
SEE ALSO:
Aggregation Configurations
You can create a custom aggregation for any bundle service appointment field.
192
Aggregation Field Type—Boolean
Aggregation Actions Fields to Populate Result

Apply OR operation Source Field If the selected bundle member field’s value
for any bundle members is set to true, set
the selected bundle field’s value to true. If
not, set it to false.
Apply AND operation Source Field If the selected bundle member field’s value
for all bundle members is set to true, set the
selected bundle field’s value to true. If not,
set it to false.
Set constant value Constant Value—Enter True or False Ignore the values of the bundle member’s
field, and set the selected bundle’s field to
this value (true or false).
Has at least one bundle member in filter Recordset Filter Criteria If at least one bundle member meets the
criteria recordset filter criteria, set the selected
bundle’s field value to true. If not, set it to
false.
Aggregation Field Type—Date

Find earliest Source Field Find the bundle member that has the
earliest date, and enter this date in the
selected bundle field.
Find latest Source Field Find the bundle member that has the latest
date in the selected bundle member field,
and enter this date in the selected bundle
field.
Set constant value Constant Date Value—Select Null, Now, Ignore the values of the bundle member’s
End of Day, or Start of Day field, and set the selected bundle’s field to
this constant value (Null, Now, End of Day,
or Start of Day).
Sum based on bundle fields • Source Field Take the selected bundle field’s value, add
the constant value, and enter this date in
• Constant Value—in hours
the selected bundle field.
OR
OR
• Source Field
Take the selected bundle field’s value, add
• Additional Source Field (must be a the additional bundle field’s value, and enter
numeric field in hours) this date in the selected bundle field.
193

Subtract based on bundle fields • Source Field Take the selected bundle field’s value,
subtract the entered constant value, and
• Constant Value—in hours
enter this date in the selected bundle field.
OR
OR
• Source Field
Take the selected bundle field’s value,
• Additional Source Field (must be a subtract the additional bundle field’s value,
numeric field in hours) and enter this date in the selected bundle
field.
Aggregation Field Type—Lookup

Find minimum Source Field Find the bundle member that has the
lowest ID, and enter this value in the
Find maximum Source Field Find the bundle member that has the
highest ID, and enter this value in the
Set constant value Constant Value—Enter an ID Enter this ID in the selected bundle’s field.
Note: Unsupported lookup fields don’t appear in the list of fields for selection.
Aggregation Field Type—Numeric

lowest numeric value, and enter this value
in the selected bundle field.
highest numeric value, and enter this value
Set constant value Constant Value Ignore the values of the bundle member’s
field, and enter this constant value in the
selected bundle’s field.
Set downscaled duration • Downscale Sorting Direction 1. Sort the bundle members according to
You can apply this action to any numeric • (Optional) Maximum Bundle Duration the selected source field in the direction
field, not just duration fields. defined in the Downscale Sorting
• Source Field
Direction field.
194
• At least one Appointment Bundle 2. Take the bundle members in the range
Aggregation Duration Downscale form defined by the From Bundle Member
(see Create Appointment Bundle Number and To Bundle Member
Aggregation Duration Downscales) Number fields (in the Appointment
Bundle Aggregation Duration
Downscales form).
3. Calculate the reduction applied to each
bundle member according to the
Percentage of Reduction field.
4. For each bundle member, compare the
result to the Max Reduction field.
• If the max reduction is higher,
reduce the result of the Percentage
of Reduction calculation from the
duration of the bundle member.
• If the max reduction is lower, reduce
the value of the Max Reduction field
from the duration of the bundle
member.
5. If you have defined additional

Aggregation Duration Downscaling
forms, also consider them.
6. Sum the results of all the calculated
durations of the bundle members.
7. Compare the calculated bundle
duration result to the value entered in
the Maximum Bundle Duration field. If
the maximum bundle duration is lower,
use this value.
Subtract based on bundle fields • Source Field Take the selected bundle field’s value,
subtract the entered constant value, and
• Constant Value
enter this number in the selected bundle
OR field.
• Source Field OR
• Additional Source Field (must be a Take the selected bundle field’s value,
numeric field in hours) subtract the additional bundle field’s value,
and enter this number in the selected
bundle field.
Sum based on bundle fields • Source Field Take the selected bundle field’s value, add
the entered constant value, and enter this
• Constant Value
number in the selected bundle field.
OR
OR
195
• Source Field Take the selected bundle field’s value, add

• Additional Source Field (must be a the additional bundle field’s value, and enter
numeric field in hours) this number in the selected bundle field.
Sum based on bundle members • Source Field Sum the values of the selected bundle
member field, and enter this number in the
• (Optional) Constant Value
OR
Add the constant value to each bundle
member’s field value, sum the values, and
enter this number in the selected bundle
field.
Count Bundle Members in Filter Criteria Recordset Filter Criteria Count how many bundle members answer
the recordset filter criteria, and enter this
number in the selected bundle field.
Aggregation Field Type—Picklist

lowest alphabetic or numeric value, and
enter this value in the selected bundle field.
highest alphabetic or numeric value, and
enter this value in the selected bundle field.
Set constant value Constant value—According to the values Use the entered constant value for the
in this field’s picklist selected bundle field’s value.
Aggregation Field Type—Picklist-Multi

Clear value — Leave the selected bundle’s field empty.
Intersect Source Field Take only the values from the bundle
member field that appear in all of the
bundle members, and list them in the
bundle’s field.
Unite Source Field Take all the values from the bundle
member’s field and list them in the bundle’s
field.
196
Aggregation Field Type—Skills, Bundle’s Target Field—Skill Requirements

Clear value — Leave the selected bundle’s field empty.
Intersect — Take only the skills that appear in all the

bundle members, and list them in the
bundle’s field.
The level for each skill is taken from the
bundle member with the lowest level. Null
is considered the lowest level.
Unite — Take all the skills from the bundle members

and list them in the bundle’s field.
The level for each skill is taken from the
bundle member with the lowest level. Null
is considered the lowest level.
Note: If the skills are updated in a bundle member service appointment after the bundle is created, the skills aren’t aggregated
to the bundle service appointment. Update the bundle service appointment’s skills manually.
Aggregation Field Type—String

lowest alphabetic value, and enter this value
highest alphabetic value, and enter this
value in the selected bundle field.
Set constant value Constant Value Enter this constant value in the selected
bundle’s field.
Sum based on bundle members • Source Field List the values of the selected bundle
member field in the selected bundle field.
• (Optional) Allow the same value to
To allow the same value to appear more
appear more than once
than once, select Allow the same value
to appear more than once.
Appointment Bundling Limitations:
• Make sure that the length of the string
field can contain enough values to
populate the bundle service
appointment field. From Setup, open
the Object Manager. Click Service
197

Appointment, and then click Fields &
Relationships. Edit the length under
Text Options.
• If you select to allow the same value to
appear more than once, make sure that
the field’s configuration settings support
it. From Setup, open the Object
Manager. Click Service Appointment,
and then click Fields & Relationships.
Edit the relevant field, and deselect Do
not allow duplicate values.
Sum based on bundle fields • Source Field Take the selected bundle field value, add
the additional bundle field value, and enter
• Additional Source Field
this value in the selected bundle field.
OR
OR
• Constant Value
Take the entered constant value, add the
• Additional Source Field additional bundle field value, and enter this
value in the selected bundle field.

Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle
EDITIONS
member service appointments. You can create multiple aggregation duration downscales.
1. If your service appointments have custom fields, make sure to give the fields read and edit Available in: both Salesforce
access. See Appointment Bundling Limitations. Classic (not available in all
orgs) and Lightning
Experience
c. Click Object Settings. features, managed
d. Click Appointment Bundle Aggregation Duration Downscale Policies. package, and mobile app
2. In the Appointment Bundle Aggregation Policy, go to the Related tab. Editions.
3. In the Appointment Bundle Aggregation Duration Downscales panel, click New.

USER PERMISSIONS
5. For From Bundle Member Number, enter the first bundle member’s number that the downscale To create items:
applies to. • Customize Application
6. For To Bundle Member Number, enter the last bundle member’s number that the downscale
applies to. To always downscale to the last bundle member, leave this field empty.
7. Enter the percentage of reduction.
8. For Max Reduction, enter the maximum reduction for a bundle member service appointment, in minutes.
198
Example: A printer maintenance company must fix multiple printers in the same office building. For the first service appointment,
the mobile worker needs time for parking, passing the building’s security clearance, organizing the tools, and then fixing the
printer. But when the mobile worker gets to the second service appointment, they can go straight to fixing the printer. In this
scenario, to get a better estimate of the bundle’s duration, configure the downscaling to start from the second bundle member.
Important: If you define aggregation duration downscales where the service appointments overlap and include Max Reduction
values, it can lead to inaccurate results. See Appointment Bundling Limitations.

Define one service territory for each bundle policy. Only service appointments in the defined service
EDITIONS
territory can be added to the bundle. For automatic bundling, you need at least one Appointment
Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories Available in: both Salesforce
are optional. Classic (not available in all
orgs) and Lightning
Important: Although you can define more than one service territory for a bundle policy, it
Experience
isn’t recommended. If you do define more than one service territory for a bundle policy, make
sure that the enhanced scheduling and optimization setting for all the service territories The Field Service core
matches. If this setting is enabled in one service territory and disabled in another, the bundles features, managed
created with the bundle policy can’t be updated. See Appointment Bundling Limitations. package, and mobile app
1. In the Appointment Bundle Policy, go to the Related tab.
2. In the Appointment Bundle Policy Service Territories panel, click New. Editions.
4. Select the service territory for the bundle policy. USER PERMISSIONS
Note: You can bundle together only service appointments with the same service territory To create items:
in the same time zone. See Appointment Bundling Limitations. • Customize Application
199

Use the default configuration, or edit it to determine the status behavior when bundling and
EDITIONS
unbundling service appointments. These configuration settings apply to all your bundles.
Note: The bundle config must match the configured Status Transitions. See Customize the Available in: both Salesforce
Service Appointment Life Cycle. Classic (not available in all
orgs) and Lightning
1. From the App Launcher, open Appointment Bundle Configs. Experience
If you don’t see Appointment Bundle Configs in the App Launcher:
a. From Setup, in the Quick Find box, enter Users, and then select Profiles. features, managed
b. On the Salesforce admin profile, click Edit.
c. From Profile Detail, click Edit. Unlimited, and Developer
d. Under Tab Settings, set the bundle tabs to Default On. Editions.
USER PERMISSIONS
To create items:
e. Save your changes and refresh your browser.
2. On the Appointment Bundle Configs page, edit the default bundle configuration.
3. Under General Settings:
a. Give the bundle a unique name.
b. Select the statuses in which you can add or remove service appointments from a bundle. If you don’t select any statuses,
appointments with any status can be added or removed from a bundle. We recommend selecting at least the None and
Scheduled statuses.
c. To add travel time between the bundle member service appointments to the bundle’s duration according to their sort order,
select Add travel time to bundle duration.
Considerations:
200
• Travel time is added only if the bundle member service appointments include coordinates and the travel speed is set. To
make sure the values are set for travel speed unit and default travel speed, open Field Service Settings, select Scheduling,
and then select Routing.
• The entered default travel speed is used for calculating the travel time between bundle member service appointments, even
if travel speed is specified for the service resources assigned to the service appointments.
• The distance between the service appointments is based on aerial distance.
• Travel time between the bundle member service appointments is also affected by the service resource’s efficiency. See
Appointment Bundling Limitations.
Example: A service resource is assigned to a bundle that includes two service appointments of two hours each and a travel
time between them of one hour. If the service resource doesn’t have a defined efficiency, the duration of the bundle is 2 hr
(service appointment A) + 1 hr (travel time) + 2 hr (service appointment B) = 5 hr. If the service resource has a defined
efficiency of 0.5, the duration of the bundle is: 1 hr (service appointment A) + 0.5 hr (travel time) + 1 hr (service appointment
B) = 2.5 hr.
4. Under Unbundling Settings:

a. Select the status of a service appointment after it’s removed from a bundle, and select the statuses you don't want to update.
b. To prevent automatic unbundling, leave the Criteria for Automatic Unbundling field blank. Otherwise, enter the recordset filter
criteria.
5. Under Status Transition Settings, select which bundle service appointment statuses to add or not propagate.
201
Test Your Appointment Bundling Configuration

After completing the configuration steps for appointment bundling, test it in Field Service.
EDITIONS
1. Open Field Service.
2. From the appointment list, select one or two service appointments.
3. From the global actions list, select Bundle. orgs) and Lightning
Experience

features, managed
Editions.
USER PERMISSIONS
To manage bundles:
• Field Service Dispatcher
To update configuration:
4. In the Bundle Appointments window, select Create bundle, and then select a bundle policy. • Customize Application
5. Save the bundle.

6. If you get error messages, resolve the configuration issues accordingly.
7. If you get a system error message about your remote site settings:
a. Copy the URL from the error message.
b. From Setup, in the Quick Find box, enter Security, and then select Remote Site Settings.
c. Click New Remote Site.
d. Enter a name, for example AppointmentBundling.
e. For Remote Site URL, enter the URL that you copied from the error message.
f. Save the remote site.
When a bundle is created:

• Appointment list—The new bundle service appointment appears in the appointment list.
Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the
Gantt.
202
Indicates that the appointment is a bundle member service appointment.
• Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle
is scheduled on the Gantt. If not, the bundle must be scheduled.
• Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service
appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are
sorted according to their due date in ascending order.
• Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service
appointment. This information can’t be edited.
Note: The Bundle Information fields can’t be selected to display in a list view. See Appointment Bundling Limitations.

Review the limitations of Appointment Bundling.
EDITIONS
Aggregation Duration Downscales Available in: both Salesforce

• When you define more than one aggregation duration downscale, they aren’t evaluated in any orgs) and Lightning
particular order. If your duration downscales include overlapping service appointments and Experience
include Max Reduction values, it can lead to inaccurate results.
• Custom fields for service appointments used in aggregation duration downscales must have
features, managed
read and edit access.
See Create Appointment Bundle Aggregation Duration Downscales. are available in Enterprise,
Editions.
Aggregation policies
• Custom fields for service appointments used in aggregation policies must have read and edit
access.
203
• For the Allow the same value to appear more than once option, make sure that Do not allow duplicate values isn’t selected
in the field’s configuration settings.
• For string aggregations with the Sum Based on Bundle Members action, make sure that the length of the string field can contain
enough values to populate the bundle service appointment field.
See Create an Appointment Bundle Aggregation Policy.
Bundle Member Service Appointments related list

• The Sort By option is set to Default. Other options aren’t supported.
• The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is determined by the
Appointment Bundle Sort Policy.
• Using the arrow that changes the order of the appointments according to a specific column overrides the order determined in the
Appointment Bundle Sort Policy.
See Set Up Service Appointment Bundling for Mobile Workers.
Bundle policies
• The Allow Scheduling Dependencies in Bundle field isn’t supported.
• You can create more than one service territory policy for a bundle policy, but it isn’t recommended. The dispatcher can only bundle
together service appointments with the same service territory in the same time zone. If you define more than one service territory
for a bundle policy, make sure that the enhanced scheduling and optimization setting in all the service territories matches. If the
setting is enabled in one service territory and disabled in another, the bundles created with the bundle policy can’t be updated.
• You can delete a bundle policy even if it’s already in use. However, you can’t perform actions on a bundle that was created using
that policy, such as add or remove bundle members or unbundle a bundle.
• Custom fields for service appointments used in bundle policies must have read access.
See Create an Appointment Bundle Policy.
Localization
If you change the API name of the None status after enabling Appointment Bundling, you must refresh the cache. To refresh the cache,
edit and save your Bundle Config or any bundle policy.
Propagation policies
Custom fields for service appointments used in aggregation policies must have read and edit access. See Create an Appointment Bundle
Propagation Policy.
Recordset filter criteria

Inactive recordset filter criteria aren’t supported. See Create Recordset Filter Criteria for Bundling Appointments.
Restriction policies
Custom fields for service appointments used in sort policies must have read access. See Create an Appointment Bundle Restriction Policy.
204
Field Service Setting Field Service Key Performance Indicators
Scheduling
Bundle member service appointments can’t be part of complex work with scheduling dependencies. See Create a Field Service Bundle
Manually.
Service Appointments list view

The Bundle Information fields from the service appointment’s details can’t be selected to display in a list view. See Create a Field Service
Bundle Manually and Test Your Appointment Bundling Configuration.
Sort policies
Custom fields for service appointments used in sort policies must have read access. See Create an Appointment Bundle Sort Policy.
Travel time
• Travel time between the bundle member service appointments is also affected by the service resource’s efficiency.
• When you unbundle a bundle that includes travel time, the line that indicates travel between service appointments doesn’t appear
on the Gantt.
See Create an Appointment Bundle Config.
Setting Field Service Key Performance Indicators

Key Performance Indicators (KPIs) are crucial when scoping your business's needs and aligning them with what Field Service provides.
For example, KPIs can help you make smart business decisions by setting efficient schedules and sending workers with the right skills
and tools for the job.
Implementing KPI Improvements

The mobile worker needs to be equipped with both information, knowledge and parts (when needed):
• Where the job is.
• History of the customer.
• History of any assets.
• How to complete all the steps of the work, or have the ability to collaborate remotely with another resource.
• Checklists and work plans for the necessary steps required.
• Visibility into all safety protocols and compliance requirements.
There are six provided metrics to measure progress, from the tactical – such as first-time fix rate and time to site – to the strategic:
customer satisfaction.
Reduce Call Volume

If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, implement the following:
• Self-service capabilities: Enable self-service through a customer portal on your site or your customer-facing app.
• Automated notifications: Keep customers in the know with automated updates via email, SMS, or the customer portal when
a mobile worker is nearby or if there is a delay.
205
Field Service Setting Field Service Key Performance Indicators
• Live tracking: Give customers the ability to see where a mobile worker is on a map with an arrival calculation, similar to what
you would see on a ride-sharing app.
Improve Time to Site

If you’ve implemented a connected solution but mobile workers are still not getting to their job sites on time, leverage the following:
• Route optimization: Help dispatchers effectively manage each location, find the shortest routes, and facilitate planning journeys
with a full map view from their screen.
• Intelligent planning: Eliminate dispatcher bias by using intelligence with a full view of the field to assign (and reassign) the
right mobile worker for each job based on location, availability, skill set, and equipment.
• Geolocation tracking: Embed GPS technology into the field service app to navigate mobile workers to the shortest route to
site and give dispatchers a bird’s eye view of resources in the field.
Boost Number of Jobs Per Day

Ensure dispatchers are using workforce analytics to assign jobs based on a set of business rules:
• Location
• Skill set
• Worker availability
• Equipment availability
• Inventory on hand
Increase First-Time Fix Rates

If mobile workers still struggle with first-visit resolution, ensure they have the best mobile capabilities in the field:
• Consolidated information: Give mobile workers access to job information, customer data, task details, asset history, connected
device insight, and schedules from their mobile devices to prepare them before they even walk through the door.
• Offline and online capabilities: With offline capabilities, mobile workers can download customer information ahead of time
and log updates offline that sync once reconnected to data or Wi-Fi.
• Ongoing support: Empower mobile workers with helpful resources for more complex cases, such as knowledge articles and
video tutorials available from their app.
Reduce Costs
To reduce costs, consider the following:
• Faster time to invoice: By giving mobile workers a digital notice through their app, job completion is confirmed from their
mobile device, and customers are invoiced faster.
• Flow of processes: Optimize field service with a simple flow of processes that require minimal effort through field service
automation.
• Job status: Mobile workers log updates before, during, and after appointments to give dispatchers a real-time view of job status
and effectively create planning journeys.
206
Field Service Set Up for Product Warranties in Field Service
Improve Customer Satisfaction

You can close the feedback loop with a short survey, open-ended questionnaire, or direct outreach on everything from appointment
booking to the experience with a mobile worker.
Set Up for Product Warranties in Field Service

To have new assets automatically pick up the standard warranty for a product, set up a flow, process
EDITIONS
builder, or trigger.
SEE ALSO: Classic (not available in all
orgs) and Lightning
Build a Flow
Experience
Create a Process
Triggers
features, managed
Editions.
Set Up Product Service Campaigns in Field Service

If your Salesforce org was created before Spring ’21, add the Product Service Campaign Item related
EDITIONS
list to Product Service Campaign.
SEE ALSO: Classic (not available in all
orgs) and Lightning
Experience
Add the Files Related List to Page Layouts
features, managed
Editions.
207
Field Service Set Up Field Service Asset Availability and Reliability Reporting
Set Up Field Service Asset Availability and Reliability Reporting

Get information on asset availability and reliability by recording details of asset downtime in Field
EDITIONS
Service.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Available in: both Salesforce
2. Click the profile you want to provide with access.
orgs) and Lightning
3. Click Edit. Experience
4. Under Administrative permissions, select Field Service Standard. The Field Service core
5. Under Standard Object Permissions, give read or read/write access to Assets. Save your changes. features, managed
6. Under Field-Level Security, click View next to Asset.
7. Click Edit and grant: Unlimited, and Developer
a. read access to the Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Editions.
Downtime fields.
b. read/write access to the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields.

9. Add the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields to the Asset page layout. Also add
your choice of Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Downtime fields.
SEE ALSO:

Keep customers, partners, and contractors in the loop about field service work by adding field
EDITIONS
service objects to your Experience Cloud site.
If you use an Experience Cloud site to connect with your business partners, employees, or customers, Available in: both Salesforce
keeping the communication lines open is key to field service success. For example, add work orders Classic (not available in all
and service appointments to a partner site to stay in sync with contractors. Or, add return orders orgs) and Lightning
and return order line items to a site to coordinate customer returns. Field service objects are Experience
supported in Experience Builder sites and in Salesforce Tabs + Visualforce sites. The Field Service core
1. To set up field service objects in an Experience Builder site: features, managed
a. Create an object page in the Pages menu in Experience Builder.
b. When prompted to choose a Salesforce object, choose a field service object. Three related Unlimited, and Developer
pages are automatically created for the new object page: a record detail page, a record list Editions.
page, and a related list page. To use a Visualforce Lightning component in an Experience
Builder site, add the Visualforce page from the managed package to the record detail page.
USER PERMISSIONS
c. To expose the field in your customer-facing site add it to the Navigation Menu.
2. To set up field service objects in a Salesforce Tabs + Visualforce site, add the objects as tabs. publish an Experience Cloud
For help adding tabs and giving users access to them, see Add Tabs to Your Experience Cloud site:
Site. • Create and Set Up
3. Optionally, configure guest user access to work orders. By default, guest users in sites can’t view Setup and Configuration
or create work orders.
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Field Service Set Up Field Service in Experience Cloud Sites
a. From Setup, enter Digital Experiences in the Quick Find box, then select All Sites.
b. Select Builder next to the site whose guest users need access to work orders.
c. In the left-hand panel, click Settings, and then click the name of the guest user profile.
d. In the Standard Object Permissions section, configure access to work orders and save your changes.
Note: Linked articles, which are knowledge articles attached to supported field service records, aren’t supported in Experience
Builder sites.
Add the Field Service Dispatcher Console to an Experience Builder Site

Hand over the dispatching reins to a field service contractor manager by embedding the dispatcher console in an Experience Builder
site.
Provide Access to Asset Availability and Reliability Information in Field Service
Let Experience Cloud site users view or record asset downtime details and view information on asset availability and reliability.
SEE ALSO:
Set Up and Manage Experience Cloud Sites
Objects Supported by Out-of-the-Box Components and Pages in Experience Builder Templates
Visualforce Page Component
Field Service Objects
209
Field Service Set Up Field Service in Experience Cloud Sites
Add the Field Service Dispatcher Console to an Experience Builder Site

Hand over the dispatching reins to a field service contractor manager by embedding the dispatcher
EDITIONS
console in an Experience Builder site.
1. Add the dispatcher console to your Experience Builder site. orgs) and Lightning
a. In Experience Builder, open the Pages menu on the top toolbar. Experience
b. Click New Page at the bottom of the Pages menu. The Field Service core
features, managed
c. Click Standard Page, and follow the prompts to create your page. Give it a helpful name,
like Dispatcher Console.
d. Assign the page a one-column layout. Unlimited, and Developer
Editions.
e. From the Components menu, drag a Visualforce Page component to the Content section
of the page. Set the component’s properties as follows:
• VF Page name: vf001_ServiceExpert USER PERMISSIONS
• Height: Any value (we suggest 800 pixels) To create, customize, or
• Record ID: Leave unchanged—{!recordId} publish an Experience Cloud
site:
f. Open the navigation menu and add a menu item. Use the following settings: • Create and Set Up
• Name: Any value (for example, Dispatcher Console) Setup and Configuration
• Type: Community Page
• Page: Select the page you created earlier • Manage Profiles and
Permission Sets
g. In the Members section, select the Field Service Community Dispatcher Permissions to be
To assign a permission set
allowed in the site.
license:
h. Publish your changes. • Manage Users
2. Give site users access to the new dispatcher console page. To use the dispatcher
console in a site:
a. Confirm that the site users who need access to the dispatcher console have a Partner • Partner Community
Community user license. license and Field Service
Dispatcher permission
b. Confirm that a service territory has been created for the contractor. For details, see Guidelines
set license
for Setting Up Field Service Contractors.
c. Create the site dispatcher permission sets. From the App Launcher, find and open the Field
Service Admin app, and then click Field Service Settings. Then, click Getting Started > Permission Sets.
d. Find the Field Service Community Dispatcher tile. Confirm that the tile shows a message indicating that the permission set is
current. If it doesn’t, click Create Permissions.
e. Assign two permission sets to the site users who need access to the dispatcher console:
• Field Service Community Dispatcher License permission set
• Field Service Community Dispatcher Permissions permission set
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Field Service Set Up Visual Remote Assistant for Field Service
Note: Site dispatchers can’t access the complex work feature—for details, see Complex Work in Field Service—or Live Gantt
updates.
SEE ALSO:
Customize the Field Service Dispatcher Console
Work in the Field Service Dispatcher Console Gantt
Provide Access to Asset Availability and Reliability Information in Field Service

Let Experience Cloud site users view or record asset downtime details and view information on
EDITIONS
asset availability and reliability.
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. Available in: both Salesforce
2. Click the Experience Cloud site user profile you want to provide with access.
orgs) and Lightning
3. Click Edit. Experience
4. Under Administrative permissions, select Field Service Standard. The Field Service core
5. Under Standard Object Permissions, give read or read/write access to Assets. Save your changes. features, managed
6. Under Field-Level Security, click View next to Asset.
7. Click Edit and grant read access to the Availability and Reliability fields. Click Save your changes. Unlimited, and Developer
Editions.
Note: Access to asset downtime related list is not available for guest users.
SEE ALSO:
Set Up Visual Remote Assistant for Field Service

Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve
EDITIONS
efficiency while reducing costs by delivering service from anywhere.
Watch the video to learn about Visual Remote Assistant from an agent’s perspective. Available in: Lightning
Experience
Watch a video
Watch the video to learn how Visual Remote Assistant can impact your customer engagement features, managed
practices. package, and mobile app
Watch a video Unlimited, and Developer
Editions.
Customers prefer to resolve their issues effortlessly, right now, and without bringing technicians
on site. Businesses and workers are concerned for employee safety. Remote sales people, call center
agents or field technicians can solve a customer’s problem visually, while guiding them on-screen
through each step and verifying a successful resolution.
Visual sessions imagery is retained for future reference and becomes an integral part of the company’s customer journey assets.
• No app download or additional software installation is required.
• Customers launch the visual session in a mobile web browser by clicking a link sent to them via SMS, email or in a digital
communications platform message.
211
Field Service Set Up Visual Remote Assistant for Field Service
• Visual Remote Assistant works even on low or variable bandwidth connections to preserve the visual session.
If you’re a Salesforce admin or a Salesforce implementer, these instructions and reference resources are for you. Follow the sections in
sequence to ensure optimal use of Visual Remote Assistant for superior customer experience. Consider involving additional stakeholders
who are in charge of new systems implementations.
Install Visual Remote Assistant
To use the Visual Remote Assistant, install the managed package. See Install a Package.
To configure Visual Remote Assistant with other Salesforce products, see Visual Remote Assistant for Salesforce.
Note: Make sure to select the All Users option in the installation package.
Roll Out Visual Remote Assistant

A successful rollout ensures full business KPI impact potential, and allows for optimal processes redesign and business outcomes. Two
rollout approaches are available.
• Simplified, quick onboarding, suitable for a very small number of Visual Remote Assistant users. See the essential Visual Remote
Assistant self-learning Trailhead module (login required).
• Thorough, methodical, and fully customizable, suitable for more complex customer journeys and larger number of licenses. See:
– Complete onboarding methodology guide
– Customizable agent training slide deck
Advanced Visual Remote Assistant Implementations

Access these resources to learn more about verticals, use cases, and Salesforce products together with Visual Remote Assistant such as
flows, scheduling, Community Portal, Experience Cloud site. Each link covers a different dimension of extended Visual Remote Assistant
implementations:
• Empower customers with real-time visual support
• Deliver Service Anytime, Anywhere With Visual Remote Assistance
• Drive Revenue with VRA Solutions using this vertical by use-case matrix
Visual Remote Assistant Community in Trailhead
The Visual Remote Assistant Trailhead group is the community’s gate. Visual Remote Assistant users, admins, and partners can find
responses to their questions, speak with Salesforce’s experts, suggest ideas, and get guidance and advice. Trailhead is regularly updated
and enriched to make sure that Visual Remote Assistant can enhance customer experience throughout their journey. See the Visual
Remote Assistant Trailhead group.
Important: To use Visual Remote Assistant, you must provide your own internet or package of data and phone line. Neither are
included in the managed package.
SEE ALSO:
Admin Manual: Visual Remote Assistant
Agent Manual: Visual Remote Assistant
Installation & Configuration Manual: Visual Remote Assistant
Product Description: Visual Remote Assistant
Trailhead group: Visual Remote Assistant
212
Field Service Test Your Field Service Configuration with Health Check
Test Your Field Service Configuration with Health Check

Use the Field Service Health Check to run a suite of automated tests on your Field Service settings
EDITIONS
and configuration data. When Health Check identifies a problem, you get on-the-spot
recommendations to align your Field Service configuration with our best practices. Available in: both Salesforce
orgs) and Lightning
To get the most useful results from this Health Check, complete setting up Field Service. Experience
You can run two types of validations with the Field Service Health Check: general and horizon based. The Field Service core
• A general validation checks your org for incorrect configurations, such as out-of-date permission features, managed
sets or incomplete scheduling policies. package, and mobile app
• A horizon-based validation checks the service appointments, resources, and territory
memberships for a given time frame and service territory. It makes sure that these records don't
Editions.
have any issues that could result in scheduling errors.
For both types of validations, results are grouped as critical tests and important tests. A critical test
USER PERMISSIONS
failure can result in immediate performance degradations. An important test failure can impact
performance, or it can be caused by a deliberate customization that goes against our typical best To run Field Service Health
practices. Check:
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field • FSL Admin Permissions
2. Click Health Check.
3. Run Health Check on your Field Service configuration.
213
Field Service Test Your Field Service Configuration with Health Check
a. Under General Validations, view the results of the last Field Service Health Check run. The tests are rerun each time you open
the page. If you make any changes, click Re-Run All Tests.
b. Under Horizon Based Validations, enter information for the scheduling horizon that you would like to check, and click Run Tests.
Horizon Based Validations can take a little while to complete.
• For Horizon Start and Horizon End, select the date range to validate.
• For Service Territories, select at least one territory. You can also choose whether to validate service appointments that aren't
assigned to a territory.
• Select a scheduling policy to validate your configuration against.
• Optionally, select a filter. For example, validate only pinned appointments. You can filter validations using only boolean
fields.
4. View your results. To get more information on failed tests, select More Info in the Actions dropdown menu.
214
Field Service Set Up After Field Service Sandbox Refresh
Set Up After Field Service Sandbox Refresh

After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active.
EDITIONS
Then configure your Salesforce sandboxes to use independent remote sites for street-level routing
(SLR) and optimization services, and verify your default policies and operating hours. Available in: both Salesforce
orgs) and Lightning
1. Verify that sandbox remote sites are active. From Setup, in the Quick Find box, enter Remote Experience
Site Settings, and then select Remote Site Settings. Activate the FSL_GIS_SB and
FSL_Optimize_SB sites. Reauthenticate your optimization user and register street-level routing.
features, managed
2. Register street-level routing. To register SLR, in the Field Service Admin app, select the Field package, and mobile app
Service Settings tab and then select Scheduling. Select Routing and click the Register button are available in Enterprise,
if shown. Unlimited, and Developer
Editions.
3. Reactivate Optimization. See Set Up Optimization
4. In the managed package Field Service Settings app, verify the following:
USER PERMISSIONS
If you refreshed a developer sandbox, you must first create operating hours and scheduling
policies and then verify. To configure settings in the
a. Default Emergency Policy and Default Scheduling Policies. See Create and Manage Field Service Admin app and
Field Service Settings app:
Scheduling Policies
b. Default Operating Hours. See Guidelines for Creating Operating Hours for Field Service Permission Set
c. Optimization Scheduled Jobs policy. See Set Up and Run Optimization Jobs To configure remote
settings:
d. Scheduling Recipes Policies. See Create Scheduling Recipes for Common Events
5. Run health check. See Test Your Field Service Configuration with Health Check or Modify All Data
215
Field Service Report on Field Service
Report on Field Service

Create report types to track field service activity in your org. To take your reporting a step further,
EDITIONS
use the Field Service Analytics App.
You can create a variety of custom report types to stay informed about field service records. Available in: both Salesforce
1. From Setup, enter Report Types in the Quick Find box, then select Report Types and
orgs) and Lightning
click New Custom Report Type.
Experience
2. In the Primary Object dropdown menu, select the field service object you want to report on:
Note: This table doesn’t include feed objects that are available as secondary objects. features, managed
Primary Object Description Available Secondary
Objects
Editions.
Accounts View accounts’ maintenance Field service objects:
plans, product requests, Maintenance Plans USER PERMISSIONS
return orders, resource
preferences, and work orders. Product Requests To create or update custom
Product Request Line Items report types:
• Manage Custom Report
Types
Return Orders
To create a public reports
Work Orders folder:
• Manage Public Reports
Assets View assets’ maintenance Field service objects:
plans, replacements, and work Asset Relationships
orders.
Maintenance Assets
Work Orders
Cases View cases’ work orders, Field service objects:

return orders, and product Product Requests
requests.
Product Request Line Items
Return Orders
Work Orders
Contacts View contacts’ maintenance Field service objects:

plans, service appointments, Maintenance Plans
return orders, and work
orders. Return Orders
Work Orders
Locations View locations’ maintenance Addresses

plans, parts, part transfers, and Assets
more.
Maintenance Plans
216
Primary Object Description Available Secondary Objects

Product Items
Product Requests (Source Location)
Product Requests (Destination Location)
Product Request Line Items (Source
Location)
Product Request Line Items (Destination
Location)
Product Transfers (Source Location)
Product Transfers (Destination Location)
Service Resources
Service Territory Locations
Shipments (Source Location)
Shipments (Destination Location)
Return Orders (Source Location)
Return Orders (Destination Location)
Work Orders
Work Order Line Items
Maintenance Plans View maintenance plans’ work orders and Maintenance Assets
assets. Work Orders
Operating Hours View the operating hours of service Service Territories

territories and their members. Time Slots
Orders View an order’s associated return orders. Field service objects:

Return Orders
Product Items View the transfer, consumption, and Product Transfers

replenishment of parts in your inventory. Products Consumed
Product Item Transactions
Product Request Line Items View the transfers related to parts in your Product Transfers
inventory.
Product Requests View the line items and return orders Product Request Line Items
associated with product requests. Return Orders
Products View product requirements, transfers, Field service objects:

requests, return order line items, and parts. Assets
Product Items
217

Products Required
Product Transfers
Return Order Line Items
Product Transfers View product quantity, origin and None

destination locations, and owner of
product transfers.
Return Orders View return orders’ line items. Return Order Line Items
Service Appointments Compare the differences between Assigned Resources

scheduled and actual appointment times,
and analyze trends in resource assignment
on appointments.
Service Contracts View service contracts’ maintenance plans Field service objects:
and work orders. Maintenance Plans
Work Orders
Service Crews View appointments that crews are Assigned Resources

assigned to and information about crew Service Crew Members
members.
Service Resources Compare service resources’ capacities, Assigned Resources

absences, and skills, and view the Resource Absences
territories they belong to and service
appointments and crews they are assigned Resource Capacities
to. And, see which accounts or work orders Resource Preferences
list resources as preferred. Service Crew Members
Service Resource Skills
Service Territory Members
Time Sheets
Service Territories Compare the number and types of service Service Appointments
appointments, work orders, and work Service Territory Members
order line items across service territories,
and view the service resources that belong Service Territory Locations
to each territory. Work Orders
Shipments View shipment address and transfer Product Transfers

information.
Time Sheets View time sheets’ owners, entries, and Time Sheet Entries
duration.
218

Users View field service records created by, Field service objects:
modified by, or associated with users. Assets (Asset Owner, Created By, Last
Modified By)
Locations (Created By, Last Modified By)
Maintenance Plans (Created By, Last
Modified By)
Operating Hours (Created By, Last Modified
By)
Product Items (Created By, Last Modified
By)
Product Requests (Created By, Last
Modified By)
Product Request Line Items (Created By,
Last Modified By)
Product Transfers (Created By, Last
Modified By)
Return Orders (Created By, Last Modified
By, Returned By)
Service Appointments (Created By, Last
Modified By)
Service Crews (Created By, Last Modified
By)
Service Resources (User, Created By, Last
Modified By)
Service Territories (Created By, Last
Modified By)
Shipments (Created By, Last Modified By)
Time Sheets (Created By, Last Modified By)
Work Orders (Owner, Created By, Last
Modified By)
Work Types (Created By, Last Modified By)
Work Orders Compare information such as the number Object Milestones

of appointments or line items per work Products Consumed
order, or work order service territories. And,
analyze how resource preferences and skill Product Requests
requirements vary between work orders. Products Required
219
Field Service Manage Data Integration Rules for Field Service

Skill Requirements
Time Sheet Entries
Work Types Compare information such as work type Maintenance Plans

duration and skill requirements. Products Required
Skill Requirements
3. Complete the required fields and click Next.
Tip: In the Store in Category dropdown menu, we recommend choosing Customer Support Reports or Other
Reports. This is the category where users find the custom report type on the Reports tab. You can also create your own field
service report folder. Make your choices on the Define Report Records Set page.
4. Click Save.
5. As needed, remove and rearrange fields from your report layout.
Salesforce also offers the Field Service Analytics App, which is bundled with the Service Analytics App. To learn more, see The Field
Service Analytics App.
Tip: To view work orders with milestones in your org, use the Object Milestones custom report type. The Milestone Status and
Milestone Status Icon fields are not available in work order reports.
Manage Data Integration Rules for Field Service

Set up data integration rules to ensure that service resource travel time is accurately calculated.
EDITIONS
When you add a street address to certain types of field service records, Salesforce calculates the
address’s latitude, longitude, and location accuracy. You can reference this data, which is visible Available in: both Salesforce
only in the API, in any custom field service applications. Geolocation information is used to calculate Classic (not available in all
service resource travel times if the Field Service managed package is installed. orgs) and Lightning
Experience
This geolocation data feature, known as “geocoding”, is enabled for all supported field service
objects when you enable Field Service. The API contains values for the three fields in the following The Field Service core
table on: features, managed
• Work orders
• Work order line items Unlimited, and Developer
• Service appointments Editions.
• Service territories
• Resource absences
• Service territory members
220
Field Service Manage Data Integration Rules for Field Service

Latitude The latitude of the street address.
Longitude The longitude of the street address.
GeocodeAccuracy The accuracy of the latitude and longitude. This field contains one
of the following values, listed in order from most to least accurate:
• Address: In the same building
• NearAddress: Near the address
• Block: Midway point of the block
• Street: Midway point of the street
• ExtendedZip: Center of the extended ZIP code area
• Zip: Center of the ZIP code area
• Neighborhood: Center of the neighborhood
• City: Center of the city
• County: Center of the county
• State: Center of the state
• Unknown: No match for the address was found (for instance,
the address is invalid)
Note: Because Google Maps is restricted in China, Field Service features that depend on Google Maps don’t work there. To
minimize errors and customize access for users in China, see Disable Google Maps-based Field Service features for China users.
Keep Geocoding Data Current

Salesforce uses data integration rules to periodically refresh these three fields. A refresh occurs when:
• The record is created or updated
• The record type’s data integration rule is deactivated and reactivated
Allow some time for the geocoding fields to refresh. The processing time varies based on the number of records being updated.
Note: If bulk geocoding is turned off for a data integration rule, deactivating or reactivating the rule doesn't refresh the geocoding
fields. Bulk geocoding is enabled by default.
To keep an eye on the status of a record’s geocoding data:
• In Lightning Experience: On the record, select Check for New Data in the action menu.
• In Salesforce Classic: Add the Data Integration Rules related list to the detail page layout of the records you’d like to track. The related
list includes:
– The time the record’s geocoding data was last refreshed.
– The record’s geocoding status. To learn what each status means, see Statuses for Data Integration. A status of In Sync means
that your geocoding data is current.
– An Update link that lets you manually run an instant refresh.
221
Field Service Set Up Salesforce Labs Field Service Dashboards
Opt out of Geocoding

If you’re already using another geocoding service, opt out of Field Service geocoding:
1. From Setup, enter Data Integration in the Quick Find box, then select Data Integration Rules.
2. Click Deactivate next to the following rules.
• Geocodes for Work Order Address
• Geocodes for Work Order Line Item Address
• Geocodes for Service Appointment Address
• Geocodes for Service Territory Address
• Geocodes for Service Territory Member Address
• Geocodes for Resource Absence Address
SEE ALSO:
Track Service Resource Geolocation with the Field Service Mobile App
Set Up Salesforce Labs Field Service Dashboards

Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange.
EDITIONS
Track metrics and performance for many key items of interest in a field service operation. Use these
optional dashboards to create customized reports and dashboards for your operation’s specific Available in: both Salesforce
needs. Classic (not available in all
orgs) and Lightning
Important: Salesforce Labs apps are free to use, but aren’t official Salesforce products and
Experience
are considered community projects. These apps aren’t officially tested or documented. For
help on any Salesforce Labs app, consult the Salesforce Trailblazer Community. Salesforce The Field Service core
Customer Support isn’t available for these applications. features, managed
The package easily installs three standard dashboards that chart objects in your Field Service org. package, and mobile app
It’s a good starting point for customizing performance and management dashboards that you can
reconfigure and modify as needed.
Editions.
Some of metrics tracked include:
• Number of completed appointments by a resource
• Management by territory and utility
• Total hours worked by resource
• Number of maintenance plan checkins
• Resource capacity by territory
• Upcoming priority appointments
• Total number of completed appointments by week
• Products consumed by work orders
• Average appointment and travel times
222
System Administrator Dashboard
This dashboard displays metrics - such as products needed and consumed, and overall performance for each type of work.
223
Inventory Manager Dashboard
This dashboard displays information on how products are consumed and used, and by work order types.
224
Service Manager Dashboard
This dashboard focuses on the work performance of resources and additional work order metrics.
Download
To download the dashboards, click Get It Now on the the Field Service Dashboards page on AppExchange.
SEE ALSO:
AppExchange: Installing Packages
Reports and Dashboards
225
Field Service Manage Field Service Work Orders

Work orders, which track work to be performed for customers, are the heart of Field Service. Learn
EDITIONS
how to create and customize work orders and maintenance plans.
Create Field Service Work Orders Classic (not available in all
Create work orders to track work that your team does for customers. orgs) and Lightning
Experience
Create Field Service Work Plans
Learn how to create and use Field Service work plans to deliver consistent service. The Field Service core
features, managed
Create Field Service Maintenance Plans package, and mobile app
Create Field Service preventive maintenance plans for assets so your customers never miss a are available in Enterprise,
beat. With maintenance plans you define how often maintenance visits occur and generate Unlimited, and Developer
work orders for future visits. Editions.
Troubleshooting Work Order Generations in Field Service
If work orders aren’t generating as expected these guidelines can help you resolve any issues.
SEE ALSO:
Create Field Service Work Orders

Create work orders to track work that your team does for customers.
EDITIONS
1. From the Work Orders tab or the Work Orders related list on a record, click New.
2. Optionally, select a work type. Work types are templates that auto-populate these settings on
work orders:
orgs) and Lightning
Experience
Duration
Duration Type
features, managed
Minimum Crew Size package, and mobile app
Recommended Crew Size Unlimited, and Developer
Editions.
Service Report Template
Skill Requirements
USER PERMISSIONS
Products Required
To create work orders:
Auto-creation of a service appointment • Create on work orders
Attached knowledge articles To view work order line

items:
• Read on work orders
3. Enter the address for the work order. The work order’s service appointments and line items
inherit its address, though the address on line items can be updated. work order line items:
4. Optionally, to link each work order line item to a price book entry (product), select a price book. • Edit on work orders
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Field Service Create Field Service Work Orders
5. To track pricing on work orders, enter the tax amount. For example, in a work order whose total price is $200, enter 20 to apply a
10 percent tax. You can enter a number with or without the currency symbol and use up to two decimal places.
6. Complete the remaining fields as needed.
7. Save your work.
8. Optionally, add details in the work order’s related lists.
Work Order Line Items Subtasks or steps that must be performed to complete the work order. Line items can be marked
as completed one by one, and can each have their own active service appointment, work type,
and required skills and products. Pricing details like discounts and unit price are set at the line
item level.
Child Work Orders Child records of the work order, which are useful in complex jobs.
Service Appointments Records of visits to the customer. Work orders and work order line items can have multiple service
appointments. To create a service appointment at the same time as the work order, select
Auto-Complete Service Appointment on the associated work type.
Products Required Inventory require to complete the work order. For details, see Track Required Inventory in Field
Service.
Skill Requirements Skills required to complete the work order. For help, see Add Required Skills to Work Orders or
Work Types for Field Service.
Articles Relevant knowledge articles.
Resource Preferences Service resource for the work order that’s preferred, required, or excluded. Resource preference
is set based on the resource preference on the work order’s asset, location, or account, in that
order. Salesforce sets the preference using the first resource preference it finds on asset, then
location, then account. If a resource preference exists, Salesforce doesn’t create a new one.

Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order
line items. Ensure great customer service by matching the best worker to the job.
Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work
types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.
Interact with knowledge articles on Field Service work orders, work order line items, and work types.
Guidelines for Creating Work Orders for Field Service
Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders.
227
Work Order Pricing Guidelines for Field Service

Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your
business.
SEE ALSO:
Trailhead: Field Service Center Customization

Designate certain service resources as preferred, required, or excluded on accounts, assets, locations,
EDITIONS
work orders, and work order line items. Ensure great customer service by matching the best worker
to the job. Available in: both Salesforce
Work orders (and work order line items) inherit the resource preference from one of the work order's Classic (not available in all
related records: asset, location, or account. The system looks for a resource preference first on asset, orgs) and Lightning
then location, then account, and copies the first preference it finds. For example, if the location and Experience
account have a resource preference, but the asset doesn't, then a resource preference is created The Field Service core
from the location's resource preference. If you don’t want to establish resource preferences at the features, managed
account level, add them to individual work orders or work order line items. package, and mobile app
To enforce resource preferences during schedule optimization, use the Required Resources and are available in Enterprise,
Excluded Resources work rules, which are included in the Customer First scheduling policy. The Unlimited, and Developer
Resource Priority service objective also measures an appointment’s adherence to resource preferences Editions.
of the Preferred type. If you’re not using the Field Service managed package, resource preferences
serve as a suggestion rather than a requirement. USER PERMISSIONS
1. On a work order or account, click New in the Resource Preferences related list.
To view resource
2. Select a service resource. You can’t add preferences for service resources who are inactive or preferences:
dispatchers. • Read on the parent
3. Select a preference type: Preferred, Excluded, or Required. object (work orders or
accounts) AND Read on
4. Save your changes. service resources
Example: To create, edit or delete

resource preferences on
• If your customer had a positive experience with Alicia, a service resource, create a resource work orders:
preference on the customer’s account that designates Alicia as Preferred • Edit on work orders AND
• If your customer had a bad experience with Nigel, a service resource, create a resource Read on service
resources
preference on the customer’s account that designates Nigel as Excluded
• If your customer purchased a complex piece of equipment that was installed by Evan, a To create, edit or delete
resource preferences on
service resource, create a resource preference on the customer’s account that designates
accounts:
Evan as Required
• Edit on accounts AND
The customer’s work orders automatically list those three preferences. This helps the dispatcher Read on service
know to assign their service appointments to Evan and, if a second worker is needed, to Alicia resources
228
if she is available. The dispatcher also knows never to assign the account’s service appointments to Nigel.
SEE ALSO:
Ensure that every field service appointment is assigned to a service resource with the right skills.
EDITIONS
Add skill requirements to work types, work orders, and work order line items so they can be checked
against a service resource’s assigned skills. Available in: both Salesforce
Adding required skills to work types saves you time and keeps your business processes consistent. Classic (not available in all
Work orders and work order line items inherit their work type’s required skills. For example, a orgs) and Lightning
refrigeration company can add a skill requirement of Refrigerator Maintenance—skill level 50—to Experience
their Annual Maintenance work type. When an agent creates a work order for their customer’s The Field Service core
annual fridge maintenance, selecting that work type on the work order adds the required skill. features, managed
If the Field Service managed package is installed, you can use Guided Setup to add required skills package, and mobile app
to work types. From the App Launcher, find and open the Field Service Admin app, and then click are available in Enterprise,
the Field Service Settings tab. Then, click Go to Guided Setup, select Create Work Types and Unlimited, and Developer
Skills, and enter skills in the Skill Requirements field of any work type. Editions.
You can also add required skills to work orders, work order line items, or work types from the Skill
Requirements related list, outside of Guided Setup. USER PERMISSIONS
1. Navigate to the record that needs required skills. To view skill requirements:
2. In the Skill Requirements related list, click New. • Read on the parent
object (work orders or
3. Select a skill. When you’re not using of Guided Setup, skills must be created before they can be work types) AND Read
added as a requirement; to learn how, see Create Skills for Field Service. on skills
4. Enter a skill level from 0 to 99.99 based on how your business measures skill level.
To create, edit or delete skill
5. Click Save. The skill now appears in the Skill Requirements related list on the record. requirements on work
orders or work order line
You can enforce skill requirements during schedule optimization using the Match Skills work rule. items:
This rule ensures that appointments are assigned only to service resources who possess the required
• Edit on work orders AND
skills listed on the parent record. If you’re not using the Field Service managed package, skill
Read on skills
requirements serve as a suggestion rather than a rule.
To create, edit or delete skill
requirements on work types:
SEE ALSO: • Edit on work types AND
Skill Fields for Field Service Read on skills
229

Interact with knowledge articles on Field Service work orders, work order line items, and work types.
EDITIONS
Attach an Article Available in: both Salesforce

Search for and attach articles to a record from the Articles related list, the Knowledge One console orgs) and Lightning
widget, or the Knowledge component in Lightning Experience. Experience
• In Salesforce Classic: In the Articles related list on a record, click Find Article to search for an
article, and then attach it. features, managed
• In the Salesforce Classic console: To attach articles to work types, use the Articles related list on package, and mobile app
the work type. To attach articles to work orders or work order line items, use the Knowledge are available in Enterprise,
One widget or the Articles related list. Unlimited, and Developer
• In Lightning Experience and the Lightning Experience console: In the Knowledge component on Editions.
a record, search for the article and then attach it.
View an Attached Article

Attached articles appear in the Articles related list, Knowledge Lightning component, and Knowledge One console widget. View an
article by clicking its title. If feed tracking for related lists is enabled, you can navigate to attached articles from the record feed.
On article detail pages in Salesforce Classic, the Linked Work Orders and Linked Work Order Line Items related lists show the records that
an article is attached to. A Linked Work Types related list isn’t available.
Update an Attached Article

To publish a new version of an article, open the article and click Edit.
When you attach an article to a work order or work order line item, that version of the article stays associated with the record even if
later versions are published. If needed, detach and reattach an article to ensure that the record is linked to the latest version of the article.
The Linked Article Version field on the linked article detail page leads to the attached version.
Note: Only one version of an article can be attached to a record.
Detach an Article
Detach articles from the Articles related list or Knowledge One console widget in Salesforce Classic, and from the Knowledge component
in Lightning Experience.
Note: Linked articles have the following limitations.

• Quick actions and global actions aren’t supported for linked articles.
• The Article widget and Feed Articles Tool aren’t available in the feed view.
• In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the
Salesforce mobile app, linked articles can’t be accessed from feed items.
• The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console,
use the Articles related list.
230
SEE ALSO:
Guidelines for Creating Work Orders for Field Service

Work orders help you track tasks to be performed on a product. Learn how to create and manage
EDITIONS
work orders.
View Work Orders Classic (not available in all
orgs) and Lightning
View work orders from the Work Orders tab or the Work Orders related list on the following types Experience
of records:
• Accounts features, managed
• Assets package, and mobile app
• Cases are available in Enterprise,
• Contacts
Editions.
• Entitlements
• Maintenance plans
• Return orders
• Return order line items
Tip: Add work orders to the console to manage work orders and their associated records in one place.
Create Work Orders

Create and edit work orders from the Work Orders tab or the Work Orders related list.
When you create a work order, add line items to the work order from the Work Order Line Items related list. Work order line items are
tasks that a mobile worker must perform to complete a work order. They can be marked as completed one by one, and they make it
easier to track and improve field service processes. Pricing details like discounts and unit price are set at the line item level on work
orders.
Delete Work Orders

Delete work orders on the work order’s detail page or the Work Orders related list. Deleting a work order moves it to the Recycle Bin.
Any notes, attachments, activities, line items, and service appointments associated with the work order are also deleted. If you undelete
the work order, the associated items are undeleted.
Create Work Order Hierarchies

Work orders can have child work orders, which are standalone records that can be scheduled, given statuses, and assigned.
231
Child work orders help you account for cancellations. When work is canceled, you can set the work order status to Canceled and create
a child work order. This lets you track first-time rates and analyze cancellation reasons.
Share Work Orders

You may be able to grant extra access to work orders beyond what your org’s default sharing model allows. However, you can’t make
the sharing model more restrictive than the default.
To see who has access to a work order, click Sharing on the work order’s detail page. Work order line items inherit their parent work
order’s sharing settings. To learn more, see Limit Access to Field Service Records.
How Work Orders and Service Appointments Intersect

Service appointments on work orders and work order line items represent service visits to the customer. While work orders and work
order line items let you enter general information about a task, service appointments track details about when, where, and how a visit
occurs. Schedule optimization is based on service appointment data.
Work orders and work order line items provide important capabilities, including price book association and Salesforce Knowledge
integration. The Field Service mobile app experience is also optimized for service appointments whose parent record is a work order or
work order line item.
Service Resource Preferences

The resource preference related list stores a preferred, required, or excluded resource. When a work order or work order line item is
created, the resource preference is copied from the record’s asset, location, or account. Salesforce sets the preference using the first
resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one.
SEE ALSO:
Work Order Pricing Guidelines for Field Service

Work orders and work order line items have several price-related settings. Learn about these settings
EDITIONS
and how to apply them to your business.
If you’ve set up a product catalog in Salesforce to track the goods and services that you offer, you Available in: both Salesforce
can associate items in your price books with work orders and their line items, similar to the way Classic (not available in all
you can associate products with opportunities or orders. If a work order lists a price book, you can orgs) and Lightning
link each work order line item to a price book entry (product) from the price book. Experience
For example, if you create a work order for a solar panel installation, select a price book in the Price The Field Service core
Book lookup field on the work order. Then, use the Price Book Entry lookup field on its work order features, managed
line items to select items in your price book, such as Site Assessment, Solar Panel, and Inverter. A package, and mobile app
quick glance at a completed work order’s line items shows you which products from your product are available in Enterprise,
catalog were sold as part of the work order. Unlimited, and Developer
Editions.
Work orders contain these price-related fields.
Work Order Field Description

Discount (Read only) The weighted average of the discounts on all line items
on the work order. It can be any positive number up to 100.
232
Work Order Field Description

Subtotal (Read only) The total of the work order line items before discounts and taxes are applied.
Total Price (Read only) The total of the work order line items’ price after discounts but before tax is added.
Grand Total (Read only) The total price of the work order with tax added.
Price Book The price book associated with the work order. Adding a price book to the work order lets
you link each work order line item to a product included in the price book.
Tax The total tax on the work order in a currency format. (Do not enter a percentage.) For example,
in a work order whose total price is $100, enter $10 to apply a 10 percent tax. You can enter
a number with or without the currency symbol and you can use up to two decimal places.
Work order line items contain these price-related fields.
Work Order Line Item Field Description

Discount The percent discount to be applied to the line item’s subtotal. You can enter a number with
or without the percent symbol and you can use up to two decimal places.
Subtotal (Read only) The line item’s unit price multiplied by the quantity.
Total Price (Read only) The line item’s subtotal with discounts applied. This field is blank until you add a
unit price and save the line item.
List Price (Read only) The price of the line item (product) as listed in its corresponding price book entry.
If a product isn’t selected, the list price defaults to zero.
Note: When you select a product to link to the line item, you can see the product’s
list price next to its name and ID in the lookup window. The list price field populates
when you save the line item.
Product The name of the product associated with the line item. The lookup only lists products that
are included in the parent work order’s price book. When you select a product and save the
line item, the following fields are populated on the line item:
• List Price
• Unit Price
• Subtotal
• Total Price
Note: Inline editing isn’t supported on the Product field. To change the product on
a line item, click Edit. Adding a product updates the list price, unit price, subtotal, and
total price based on the related entry in the work order’s price book.
Unit Price By default, the unit price for a work order line item is the line item’s list price from the price
book, but you can change it.
233
Field Service Create Field Service Work Plans
Completing Price Fields

• When completing work order price fields, complete only the Price Book and Tax fields. The Discount, Subtotal, Total Price, and Grand
Total fields are automatically calculated based on line item fields.
• When completing work order line item price fields, complete only the Product and Discount fields. The Subtotal, Total Price, List
Price, and Unit Price fields are automatically calculated based on other line item fields.
• Apply discounts to work orders at the line item level. If your work order doesn’t have line items, its discount is zero.
• Work order line items don’t have to be linked to a product. For example, perhaps you use line items only to track tasks. Just keep in
mind that if the Product field is blank, you can’t use the List Price, Unit Price, Discount, Quantity, Subtotal, or Total Price fields.
• If you plan to use price books for work orders, users need “Use” sharing access to the price book object to complete the following
actions:
– Create or edit work orders with the Price Book field completed
– Create work order line items with the Product field completed
– Create products consumed with the Price Book Entry field completed
Deleting Products and Price Books

• You can’t delete a price book that’s linked to a work order.
• You can’t delete a product that’s linked to a work order line item.
• You can’t delete a price book entry that’s linked to a work order line item. Price book entries are linked to work order line items via
the Product lookup field.
• You can’t remove a price book from a work order if its line items are linked to products from that price book.
SEE ALSO:

Learn how to create and use Field Service work plans to deliver consistent service.
EDITIONS
Learn About Work Plans Available in: Lightning

Keep Field Service workers on track with guided steps for completing their work. Experience
Set Up Work Plans The Field Service core

Customize your work plans settings, assign users permissions to manage work plans, and map features, managed
fields that display information for work plans and work steps. package, and mobile app
Build and Manage Work Plans Unlimited, and Developer
Create and maintain work plans by defining templates for work steps and work plans, and create Editions.
work plan selection rules.
View and Complete Work Plans
Back-office workers can view and complete work plans on their desktop.
234
Learn About Work Plans

Keep Field Service workers on track with guided steps for completing their work.
EDITIONS
Work plans are a set of prescribed steps that guide front-line and back-office workers on how to
complete a work order. By following steps in work plans, field service teams can complete Available in: Lightning
assignments quickly, consistently, and with less guesswork. Experience
Work plans appear on a work order or work order line item. Each plan shows an ordered list of work The Field Service core
steps. A work step can be a simple instruction such as “Put on your safety goggles.” Or it can be a features, managed
quick action or a field service mobile flow that guides workers through a procedure. package, and mobile app
To make work steps and work plans easier to manage, they’re created from templates. Templates
help reuse plans and common steps across these plans. For example, service managers can reuse
Editions.
a work plan template for safety checks and add steps for work in an earthquake zone.
Automate how work plans are assigned to work orders or work order line items using work plan selection rules. Service managers
configure rules that add plans based on fields such as work type, asset, location, and service contract. A selection rule generates a
point-in-time copy of a work plan and its steps from the templates, and it adds them to work orders or work order line items.
For example, for break-fix procedures, define work step templates and work plan templates for different assets. The selection rules map
required work plans to asset types. When the service manager creates a work order or work order line item for an asset, the rules add
instances of the right plans and steps.
Front-line and back-office workers view work plans on the work order or work order line item. As they complete steps, quick actions and
flows guide them through the work.
235
Creating, maintaining, and using work plans is a team effort.

• Service managers, operations managers, or dispatchers typically build and maintain work plans. They define templates for work
steps and work plans, and they create work plan selection rules.
• Salesforce Admins assign the right permissions for users to use and manage work plans. Also, if there’s a work step that uses a field
service mobile flow, the admin usually creates it.
• Front-line and back-office workers are the consumers of work plans. They’re often a great resource to help admins build and refine
work step and work plan templates.
Here’s a summary of objects related to work plans.
• Work Step Template: A reusable pattern that describes a task. It can include a quick action or a field service mobile flow.
• Work Plan Template: A reusable pattern that describes an ordered list of steps.
• Work Plan Template Entry: A step, in the form of a work step template, that’s added to a work plan template.
• Work Plan Selection Rule: The logic that selects which work plan templates and steps to associate with a work order or work order
line item.
• Work Plan: A checklist that’s displayed on a work order or work order line item.
• Work Step: A task on a checklist that the worker can complete.
236
Set Up Work Plans

Customize your work plans settings, assign users permissions to manage work plans, and map fields
EDITIONS
that display information for work plans and work steps.
Enable Work Plans Experience
Before you customize its settings, enable your work plans. The Field Service core
Customize Work Plans Settings features, managed
Adjust work plans settings to accommodate your needs. package, and mobile app
Assign User Permissions for Work Plans Unlimited, and Developer
Give users access to work plans. Editions.
Enable Work Plans

Before you customize its settings, enable your work plans.
EDITIONS
1. From Setup, in the Quick Find box, enter Work Plans, and then select Generate Work Plans
and Work Steps from templates and selection rules. Available in: Lightning
Experience
2. Optionally, to configure the flow logic that changes the work step status, select Manually
update a work step’s status when flows are launched. To automatically set a work step’s The Field Service core
status to Complete or Failed when flows are launched, deselect this option. features, managed
3. In Object Manager, edit page layouts for work order and work order line item objects. Add Work package, and mobile app
Steps and Work Plans to the layout in Related Lists. Under Mobile & Lightning Actions, add
Generate Work Plans, Add Work Plans, and Delete Work Plans so that these actions appear in
Editions.
the action menu.
SEE ALSO:
USER PERMISSIONS
Flows To enable work plans:
Customize Work Plans Settings

Adjust work plans settings to accommodate your needs.
EDITIONS
• Display the Work Plans Lightning web component on the work order or work order line item
record page. Available in: Lightning
Experience
– Add the related lists for your work steps and work plans to the page layout of the work
order or work order line item. The Field Service core
– Add the component to the layout of the work order or work order line item record page features, managed
by using the Lightning App Builder. package, and mobile app
– Activate the record page to make it available to your Lightning Experience and mobile users
by using the Activation function in the Lightning App Builder. Editions.
Note: If you haven’t already customized the work order or work order line item record
page, the Work Plans component is added to the record page layout by default.
Note: The Work Plans component is also available for Experience Builder sites. To learn how to add it to your site’s page, see
Edit Pages and Components in Experience Builder.
237
• For the Work Plans Lightning web component and mobile app, create custom actions to display on the action menu of the work
plan and work step records.
– In Object Manager, go to Buttons, Links, and Actions and create a new action for the work plan or work step object.
– Add the action to the page layout of the work plan or work step record. For the mobile app, add the action to Quick Actions in
the Salesforce Classic Publisher.
Note: For an optimal experience with the Work Plans component, we recommend that you customize the action menu to
display the Complete and Not Applicable actions first.
Note: The mobile app doesn’t support custom actions that are associated with mobile flows and lightning actions.
• Customize the fields displayed on the work plan and work step records. In the page layout of the work plans and work steps’ related
lists, select the fields to display.
Note: For the information to display properly on the Work Plans Lightning Web Component, we recommend that you first
include these fields in the layout:
– For work plans: Execution Order, Name, and Work Order Line Item
– For work steps: Execution Order, Name, and Status
• In Object Manager, edit page layouts for the work plan template object. To display the standard New Work Plan Selection Rule screen
to users, select the New button to show in the layout of the work plan selection rule related list. To display the enhanced New Work
Plan Selection Rule screen, select the New Rule button.
• Adjust service reports to include work plans and work steps information. To do that, adjust your service report template on page 380
to include work plans and work steps related lists information in reports. By default, work steps are grouped by work plan.
Considerations for Work Plans

• Only standard fields are supported for work plan selection rules.
• When the user clicks the Complete button for a work step and the step is completed successfully, we assign the first status value
from the Completed status category. If the work step gets paused, we assign the first status value from the Paused status category.
• In Process Builder, if you want to use objects related to work plans, enter w in the picklist to show them. Otherwise, Process Builder
doesn’t list them.
• In work steps, we support predefined and custom global quick actions, custom object-specific actions defined on work order and
work step objects, and field service mobile flows.
– For the mobile app on page 658, we support Create, Update, and Flow quick actions.
– If a quick action or mobile flow fails to load for a work step, an error icon appears next to the step’s status icon. For actions
showing errors, confirm that the action still exists and that it works on mobile. For flows showing errors, confirm that the user
has Flow permissions.
• For the mobile app, we recommend that you create a page layout specific for mobile profiles when using work plans.
• Work plans can’t be auto-generated if:
– The work orders are created and updated to set the Owner to be a Queue during Create by a Flow/Workflow or a similar
automation. AND
– The work plan template has an associated work plan template and work step.
238
The work step entity has a child/detail relationship to work plans, and it doesn't have an Owner ID field and is only derived from the
associated work plan. During the auto-generation process, it validates the work step owner, checks if it can be assigned to a queue
(which it can’t), and silently fails in the background. As a result, the work order is created without the work plan.
SEE ALSO:
Introducing Lightning Web Components
Quick Actions
Flows
Activate Lightning Experience Record Pages
Create and Configure Lightning Experience Record Pages
Manage Service Reports
Customize Related Lists
Set Up and Manage Experience Cloud Sites
Assign User Permissions for Work Plans

Give users access to work plans.
EDITIONS
• For users who create or manage work plans, assign them Read, Create, Edit, Delete, and View
All permissions on work plan templates, work step templates, and work plan selection rules. Available in: Lightning
• For users who work with work plans on desktop or mobile, assign them Read and Update Experience
permissions on work plans and work step records. The Field Service core
• To let users run quick actions and flows from work steps, assign them these permissions. features, managed
– For global quick actions, give users the Create permission on related objects and the Update
permission on records. For example, to run the action Create New Account, users need the
Create permission on the Account object. To modify account records, users need the Update Editions.
permission for those records.
– To execute field service mobile flows, users need the Run Flows permission or the Flow
User field enabled on the user detail page. To allow users with the standard user profile to create and run flows, give them the
Manage Flows permission.
• To let users work with the Manage Work Plan Template Entries window, assign them Read and Edit permissions on the Execution
Order field of the Work Plan Template Entry object.
• To view the Work Plans Lightning web component, assign users Read access on the Execution Order, Status, and Status Category
fields.
SEE ALSO:
Quick Actions
Flows
239
Map Fields for Work Plans

Learn how standard fields for work plans are mapped from templates and how to map custom
EDITIONS
fields.
Standard fields for work plan templates, work step templates, and work plan template entries are Available in: Lightning
automatically mapped to work plans and work steps. The mapping of these fields can’t be changed. Experience
The standard fields that are mapped from work plan templates to work plans are Name, Description,
and Execution Order. The fields that are mapped from work step templates and work plan template
features, managed
entries to work steps are Action Definition, Action Type, Description, Execution Order, Name, and package, and mobile app
Work Plan Execution Order. are available in Enterprise,
You can also add custom fields to work plan templates, work step templates, and work plan template Unlimited, and Developer
entries so that your workers have all the information they need to efficiently and accurately complete Editions.
their work. You can then map which fields to copy from the templates to a work plan or work step
record. USER PERMISSIONS
1. Add custom fields to the work plan template / work step template / work plan template entry
and to the work plan / work step. To customize work plans
custom field mapping:
2. From Setup, in the Quick Find box, enter Work Plans. On the Custom Field Mapping card • Customize Application
in Work Plans Settings, select which custom field values to include from templates in work plans
and work steps. You can:
a. Map custom fields from work plan templates to work plans.
b. Map custom fields from work step templates and work plan template entries to work steps.
Note: You can’t delete a custom field mapped to a work plan or a work step.
3. Save your work. When work plans are generated, the custom fields are copied from the templates to the work plan and work steps
of a work order or work order line item.
Guidelines for Mapping Custom Fields for Work Plans

Learn the best practices for mapping custom fields from templates to work plans and work steps. Mapping custom fields helps your
front-line workers retain important information that they use to complete their work.
• Map any of these field types to custom fields of the same data type.
– Formula
– Auto Number
– Checkbox
– Currency
– Date
– Date / Time
– Email
– Geolocation
– Number
– Percent
– Phone
– Picklist
– Multi-select Picklist
240
– Text
– Text Area
– Text Area (Long)
– Text Area (Rich)
– Text (Encrypted)
– Time
– URL
• Each target field can have one source field mapped to it.
• You can map Auto Number fields to field types Text or Text Area.
• You can map Text and Text Area fields to custom field types of Text, Text Area, Text Area (Long), and Picklist. If you map to a Picklist
field, the picklist must be unrestricted.
• You can map custom Picklist fields to custom field types of Text, Text Area, and Picklist (unrestricted), but not Text Area (Long).
• When mapping between Picklist and Text fields, if the source field value is longer than the target field allows, your data truncates.
• You can map custom lookup fields to custom lookup fields pointing to the same object.
• When mapping source entity custom fields (Work Plan Templates / Work Step Templates / Work Plan Template Entries), the selected
target entity custom field (Work Plan / Work Step) must be of equal or greater length.
• You can’t delete mapped custom fields from the source entity or the target entity. To delete a field, remove its mapping first.
• You can’t change the field type of a mapped field. To change a field’s type, remove its mapping first.
• You can’t uninstall a package that references fields included in Work Plans Custom Field Mapping. Before uninstalling the package,
remove any mappings of referenced fields.
• When mapping custom number, currency, or percent fields, the target field must have the same length and number of decimal
places.
• Don’t map custom formula fields to other formula fields or any other type of field.
Build and Manage Work Plans

Create and maintain work plans by defining templates for work steps and work plans, and create
EDITIONS
work plan selection rules.
Before You Begin Experience
Create and design sample work plans. The Field Service core
Get Started with Work Plans features, managed
Here’s a quick overview of how to get started with work plans. package, and mobile app
Create Work Step Templates Unlimited, and Developer
Start by creating work step templates for the smallest individual units of work. Editions.
Create Work Plan Templates
Build work plan templates from your work step templates.
Manage Work Step Templates
Manage the work plan template entries that store the work step templates associated with your work plan template.
Create Work Plan Selection Rules
Add selection rules to automate how work plans are assigned to work orders.
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Generate Work Plans

Generate work plans automatically on work orders and work order line items.
Adjust Plans and Steps on Work
Tweak work plans and work steps on a work order or work order line item.
Delete Work Plans and Steps
If you modify a work plan, you can delete the previous plan and its steps on an existing work order or work order line item.
Before You Begin

Create and design sample work plans.
EDITIONS
Collaborate with your team and outline sample work plans. For example, to design work plans for
wind turbine maintenance, you capture typical maintenance steps at 6-month and annual intervals. Available in: Lightning
A table or spreadsheet can help you identify how to reuse and revise work plans. Experience

Work Plan Work Steps 6-Month Annual features, managed
Safety & PPE package, and mobile app
1. Log arrival are available in Enterprise,
2. Put on safety gear Unlimited, and Developer
Editions.
Generator 1. Lubricate generator bearings
maintenance
2. Change generator filter
3. Replace gear oil
Hydraulic systems 1. Check fluid levels
2. Refill reservoirs
3. Drain and replace hydraulic fluid
Blade/bearing 1. Lubricate main bearings

maintenance
2. Lubricate pitch and yaw bearings
3. Retorque bolts
For this planned maintenance example, work plan selection rules use the work type field to represent the type of visit. Because the same
safety and blade/bearing maintenance procedures occur at both visits, the rules can replicate the work plans for both visit types.
242
Get Started with Work Plans

Here’s a quick overview of how to get started with work plans.
EDITIONS
Create a library of work step templates for individual tasks (1). Organize those step templates into
work plan templates. You can create a library of work plan templates, such as a library of asset Available in: Lightning
maintenance procedures (2), and then define rules that select the right plans for work assignments Experience
(3).
When you create a work order or work order line item, your rules add a point-in-time copy of plans features, managed
and their steps based on your rules. Also, you can generate work plans on existing work orders or package, and mobile app
work order line items (4). are available in Enterprise,
Your workers can then see what to do in the work plans that appear. Front-line workers can view
Editions.
the work plans on-site on their mobile app and back-office workers can view them on their desktops.
As they perform steps, they can mark them as completed (5).
243
Create Work Step Templates

Start by creating work step templates for the smallest individual units of work.
EDITIONS
1. In the app launcher, click Work Step Templates.
2. Click New, and enter a name for the work step template.
Experience
3. Optionally, in Action Definition, select a quick action, a screen flow, or a field service mobile
flow. The Field Service core
features, managed
Note: On mobile, we support flows of type Field Service Mobile. package, and mobile app
Quick actions defined on work steps and work orders can be added to Action Definition. Unlimited, and Developer
Editions.
4. Enter an optional description.
5. Click Active.
USER PERMISSIONS
6. Save the work step template.
To create work step
templates:
• Create and Read on
work step templates
To view work step
templates:
• Read on work step
templates
To update work step
templates:
• Edit and Read on work
step templates
To delete work step
templates:
SEE ALSO: • Delete and Read on
work step templates
Quick Actions
Flows
Create Work Plan Templates

To create work plan templates: Create and Read on work plan templates Available in: Lightning
Experience
To view work plan templates: Read on work plan templates
To update work plan templates: Edit and Read on work plan templates
features, managed
To delete work plan templates: Delete and Read on work plan templates package, and mobile app
To associate a work step template with a Create and Read on work plan template Unlimited, and Developer
work plan template: Editions.
Build work plan templates from your work step templates.
244
1. In the app launcher, click Work Plan Templates.

2. Click New, and enter a name for the work plan template.
3. Optionally, enter a positive value for relative execution order and a description.
4. Click Active.
5. Save the work plan template.
6. To associate a work step template with a work plan template, see Manage Work Step Templates on page 246.
245
Manage Work Step Templates

Manage the work plan template entries that store the work step templates associated with your
EDITIONS
work plan template.
1. On the work plan template, open the Related tab. On the Work Plan Template Entries related Available in: Lightning
list, click Manage. Experience

features, managed
Editions.
USER PERMISSIONS
To manage work plan

template entries:
• Create, Update, and
2. To add steps to the work plan template, click Add, and select work step templates from the Delete on work plan
list. templates
To add work plan template
entries:
• Create on work plan
templates
To reorder work plan
template entries:
• Update on work plan
templates
To remove work plan
template entries:
• Update and Delete on
work plan templates
3. Save your work.
4. To remove steps from the work plan template, select the relevant work step templates, and
click Remove Selected.
5. To confirm the action, click Remove.
6. To reorder the work step templates, click Reorder, and select the relevant work step templates.
246
7. To reorder the steps, click Move to Top , Move Up , Move Down , or Move to Bottom , and then click Save Reorder.
8. If you’re done, click Done.
Create Work Plan Selection Rules

Add selection rules to automate how work plans are assigned to work orders.
EDITIONS
Work plan selection rules generate point-in-time copies of work plans from templates. For example,
when you create a work order with a work type of monthly maintenance, your rule can copy the Available in: Lightning
monthly maintenance work plan template and its steps to the work order. Experience
The criteria in a work plan selection rule is the trigger. It tells Salesforce which plan to copy to the The Field Service core
work order or work order line item. features, managed
Tip: If an annual maintenance visit includes the steps for monthly maintenance, define are available in Enterprise,
multiple rules, where one rule adds the annual work plan and another rule adds the monthly Unlimited, and Developer
work plan. For example, you can use the work type field as a trigger in your rules. Editions.
If your Salesforce admin configured the standard New Work Plan Selection Rule screen for you,
follow these instructions to create a work plan selection rule.
USER PERMISSIONS
To create work plan
2. On the work plan template, open the Related tab. On the work plan selection rules related list, selection rules:
click New. • Create and Read on
3. Select one or more fields as rule criteria. Values for work types, assets, locations, service contracts, work plan selection rules
products, or service territories can be specified in the work plan selection rule criteria. These Read permissions on
fields are matched with the corresponding fields on the work order or work order line item to objects
determine whether this selection rule is applicable to the work order or work order line item.
To view work plan selection
If applicable, the corresponding work plan template is copied as a work plan for the work order rules:
or work order line item. • Read on work plan
Note: The rule generates a work plan when all fields in the rule match corresponding selection rules
fields in the work order or work order line item. For example, if the rule specifies a work To update work plan
type and an asset as the selection criteria, it adds the work plan only when both fields selection rules:
match on the work order. • Edit and Read on work
plan selection rules
Read permissions on
objects if changed
To delete work plan

selection rules:
• Delete and Read on
work plan selection rules
247
4. Enter an optional description for your rule.

5. Click Active.
6. To create more rules, click Save & New. If you’re done, click Save.
Note: You can also create work plan selection rules by clicking New in the Work Plan Selection Rules list view.
If your Salesforce admin configured the enhanced New Work Plan Selection Rule screen for you, follow these instructions to create a
work plan selection rule.
2. On the work plan template, open the Related tab. On the work plan selection rules related list, click New Rule.
3. Enter an optional description for your rule.
4. Click Active.
5. Select one or more selection rule values as rule criteria. Values for work types, assets, locations, service contracts, products, or service
territories can be specified in the work plan selection rule criteria. These field values are matched with the corresponding fields on
the work order or work order line item to determine whether this selection rule is applicable to the work order or work order line
item. If applicable, the corresponding work plan template is copied as a work plan for the work order or work order line item.
Note: The rule generates a work plan when all fields in the rule match corresponding fields in the work order or work order
line item. For example, if the rule specifies a work type and an asset as the selection criteria, it adds the work plan only when
both fields match on the work order.
If a rule specifies a product as the selection criteria, the rule doesn’t look for the corresponding field on the work order because
no product field exists there. Instead, it looks at the Asset field and finds the matching product on the corresponding asset.
Note: If you don't select any values and the work plan selection rule is active, the related work plan template is added to all
new work orders or work order line items.
6. Save your work.
248
Generate Work Plans

Generate work plans automatically on work orders and work order line items.
EDITIONS
After you define templates and rules, you can generate work plans on new or existing work.
Here’s how to generate work plans on a new work order or work order line item.
Experience
1. In the app launcher, click Work Orders or Work Order Line Items.
2. Click New. features, managed
3. To match the trigger in your selection rule, select one or more fields. For example, select work package, and mobile app
type. are available in Enterprise,
Editions.
USER PERMISSIONS
To generate work plans on

a work order or work order
line item:
order or work order line
item
Read and View All on
work plan templates
and work step templates
to use the Add Work
Plan and Generate Work
Plans actions
Read on work plan
selection rules
4. Click Save.
5. To see the work steps and work plans that your rules generated, open the work order or work order line item, and view the Work
Plans Lightning web component.
On an existing work order or work order line item, you can select Generate Work Plans from the action menu. When columns in a rule
match a field in the work order or work order line item, the rule generates a work plan on that record. This action doesn’t change existing
work plans, but it’s a handy way to add a new plan.
249
Adjust Plans and Steps on Work

Tweak work plans and work steps on a work order or work order line item.
EDITIONS
Sometimes it’s necessary to adjust plans and steps on a work order or work order line item. For
example, suppose your company requires a new safety procedure on every job. Create a work plan Available in: Lightning
template with the procedure, and use that template to add the plan to outstanding work orders. Experience
If you don’t have an existing template, you can use the New button.
To add a work plan from a work plan template, follow these steps. features, managed
1. On the work order or work order line item, select Add Work Plans from the action menu. package, and mobile app
Editions.
USER PERMISSIONS
To add work plans on a

work order or work order
line item:
item
Create, Edit, and View All
on work plan templates,
work step templates,
and work plan selection
rules
2. Select one or more work plans to add from the list of work plan templates. You can search and
To add work steps to a work
select plans from your search results. The Show Selected link lets you see what’s selected. plan:
item
Edit and Read on work
plans
Read on work step
templates
3. Click Add. Added work plans and work step instances appear in the related lists.
Note: You can add work plans more than one time. We don’t prevent duplicates.
To add another work step from a work step template.

1. On the work order or work order line item, go to the Work Plans related list.
2. Select a work plan, or create a new one.
3. On the work plan record, select Add Work Steps from the action menu.
250
4. Select work step templates and click Add.
Delete Work Plans and Steps

If you modify a work plan, you can delete the previous plan and its steps on an existing work order
EDITIONS
or work order line item.
Note: This action deletes all work plans on the work order or work order line item. Available in: Lightning
Experience
1. On the work order or work order line item, select Delete Work Plans from the action menu.
Note: If the work order includes a work order line item that has its own plans, we don’t features, managed
delete the plans from the child work order line item. package, and mobile app
Editions.
USER PERMISSIONS
To delete work plans:

• Delete and Read on
work plans
251
2. To add the latest versions of your plans and steps, select Generate Work Plans from the action menu.

Back-office workers can view and complete work plans on their desktop.
EDITIONS
As a back-office worker, you want to complete assignments quickly and accurately. To help you
reach this goal: Available in: Lightning
Experience
• Use the Work Plans Lightning web component on the work order or work order line item.
• Use the related list of work steps on the work order or work order line item. The Field Service core
features, managed
To view and complete work plans on the Field Service mobile application, see View and Complete
Work Plans on the Mobile App on page 693. are available in Enterprise,
Complete Work with Work Plans Lightning Web Component Editions.
The Work Plans component displays the work plans and work steps associated with the work
order or work order line item. You can use it to view and complete assignments quickly and
accurately.
Complete Work with the Work Steps Related List
Use the work steps related list associated with a work order or work order line item to view and complete your work.
SEE ALSO:
252
Complete Work with Work Plans Lightning Web Component

The Work Plans component displays the work plans and work steps associated with the work order
EDITIONS
or work order line item. You can use it to view and complete assignments quickly and accurately.
1. On the Work Plans component, expand the relevant work plan record to view its details and Available in: Lightning
its associated work steps. Experience
Note: You can load only the first two fields from the Work Steps related list on the Work The Field Service core
Plan. features, managed
Editions.
USER PERMISSIONS
To view the work plan

record:
• Read on Execution
Order, Name, and Work
Order Line Item fields
To view the work step
record:
• Read on Execution
Order, Action Definition,
and Action Type fields
To update the work step
record:
• Update on Status and
2. On the work plan record, view the progress of the work plan on the progress ring. The progress Status Category fields
ring is updated based on the real-time progress of the work plan.
3. On the work step record, view the status of the step on the step’s status icon.
4. To mark a step’s status completed, click Complete on the work step record, or select Complete on the action menu of the step.
Note: You can also mark a step Not Applicable on the work step’s action menu.
If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a
quick action or a field service mobile flow, selecting Complete starts it. When a quick action starts, we change the work step’s status
to Complete when the action is completed. When a flow starts, the status changes according to the way the flow is configured.
Completed work steps remain on the work plan record.
SEE ALSO:
Quick Actions
Flows
253
Complete Work with the Work Steps Related List

Use the work steps related list associated with a work order or work order line item to view and
EDITIONS
complete your work.
1. On the work order or work order line item, open the work steps related list. Available in: Lightning
The list shows steps from the plans and the recommended execution order. Experience
2. On the action menu of a step, select Complete. The Field Service core
features, managed
Editions.
USER PERMISSIONS
To view work steps:

• Read on work plans
To update work steps:
• Edit on work plans
Note: You can also mark a step Not Applicable on the work step’s action menu.
If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a
quick action or a field service mobile flow, selecting Complete starts it. For example, this step starts the Log a Call quick action.
When a quick action starts, we change the work step’s status to Complete when the action is completed. When a flow starts, the
status changes according to the way the flow is configured. Completed work steps remain on the work step related list.
SEE ALSO:
Quick Actions
Flows
254
Field Service Create Field Service Maintenance Plans
Create Field Service Maintenance Plans

To create maintenance plans: Create on maintenance plans Available in: both Salesforce
To view maintenance assets: Read on maintenance plans and assets
orgs) and Lightning
To create, update, or delete maintenance Edit on maintenance plans Experience
assets:
To generate work orders for a maintenance Read on assets and work types AND Create features, managed
plan: on work orders and service appointments package, and mobile app
To edit page layouts: Customize Application Unlimited, and Developer
Editions.
Create Field Service preventive maintenance plans for assets so your customers never miss a beat.
With maintenance plans you define how often maintenance visits occur and generate work orders for future visits.
Note: The fields displayed depend on your page layout settings.
1. From the Maintenance Plans tab or related list, click New.

2. Enter a start date, If applicable, enter an end date, for example, where you’ve a service contract that entitles the customer to two
years of maintenance visits. All work orders related to the plan must fall within this date range.
3. Select a work type. Maintenance work rules for and maintenance assets covered by the plan inherit the same work type, though
you can update them to use a different work type.
4. Select an account and contact that represent the customer.
5. If the maintenance plan tracks work that’s outlined in a service contract, select the service contract. You can associate assets covered
by the maintenance plan with contract line items on the service contract.
6. If the maintenance visits are at a location that’s tracked in Salesforce, such as a customer site, select the location.
7. In the Generation Timeframe and Generation Timeframe Type fields, enter how far in advance you want work orders to be generated
at one time.
For example, to generate 3 months’ worth of work orders at a time, enter 3 and select Months.
8. Enter the date of the first work order in the next batch, which corresponds to the work order’s Suggested Maintenance Date.
For example, if you want the first maintenance visit to take place on May 1, enter May 1. When you generate work orders, the earliest
work order shows a Suggested Maintenance Date of May 1. The dates on the later work orders are based on the Generation Timeframe,
Frequency, and End Date settings. Also, batch timing is calculated at the maintenance asset level or at the work rule level. So if the
maintenance plan includes assets or work rules, after each batch is run, the Suggested Maintenance Date auto-updates on:
• if assets have no work rules, the maintenance assets
• if assets have work rules, on the work rules.
9. Optionally, enter the days for the maintenance window start and end. These settings impact the Earliest Start Permitted and Due
Date fields on the maintenance plan’s work orders’ service appointments. If the maintenance window fields are left blank, the service
appointment date fields list their work order’s suggested maintenance date.
For example, enter 3 for both the maintenance window start and end. The Earliest Start Permitted and the Due Date will be, respectively,
3 days before and 3 days after the Suggested Maintenance Date on each work order.
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10. To create work orders automatically, select Auto-generate work orders. If this option isn’t selected, you must click Generate Work
Orders on the maintenance plan to generate a new batch.
a. To run batch generation before the maintenance plan’s Date of the first work order in the next batch, enter a Generation
Horizon. For example, a generation horizon of 5 means that a new batch of work orders is generated 5 days before the
maintenance plan’s date of the first work order in the next batch. If you don’t specify a generation horizon, it defaults to zero.
b. If you don’t want a new batch of work orders to be generated until the final work order in the current batch is completed, select
Generate new batch upon completion. A work order is considered completed when its status falls into one of the following
status categories: Cannot Complete, Canceled, Completed, or Closed.
A separate work order is created for each maintenance asset for each maintenance date. Therefore, batch size reflects the generation
timeframe, frequency, and the number of assets covered by the plan. For example, if the plan covers two assets and has a generation
timeframe of 2 months and a frequency of 1 month, four work orders are generated at a time.
11. If more than one asset is associated with this maintenance plan, select a Work Order Generation Method: one work order for each
asset or one work order line item for each asset.
12. If work order generation method is One work order line item per asset, select a Service Appointment Generation Method: one
service appointment for the parent work order or one service appointment for each work order line item.
To learn more about work order and service appointment generation, see How Do Generation Methods Work?.
13. Enter a title and description for the maintenance plan.

15. Add assets covered by the plan in the Assets related list. Maintenance assets inherit their plan’s work type and date of the first work
order in the next batch.
Tip: To control which fields appear in the related list, edit the Related List on the Maintenance Assets page layout in Setup.
16. To use advanced recurrence, add maintenance work rules in the Maintenance Work Rules related list to schedule maintenance for
all of the plan’s assets. These rules act as the default for any assets without their own maintenance work rules. If not all assets are
covered by the same maintenance schedule, add maintenance work rules to those assets to override the maintenance work rules
on the maintenance plan.
17. If you didn’t select the option to auto-generate work orders, click Generate Work Orders on the maintenance plan to generate a
batch of work orders. Otherwise, they’re automatically generated for you.
Generation can’t create a combined total of more than 2,600 work orders and work order line items at a time. To decrease the number
of work orders and work order line items generated, make one of these changes:
• Increase the Frequency value
• Decrease the Generation Timeframe value
• Remove assets from the maintenance plan
Guidelines for Generating Work Orders from a Maintenance Plan

Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn
how to generate work orders from a maintenance plan.
256
Learn About Preventive Maintenance

To optimize technician productivity and increase uptime and mean time to failure of equipment, create preventive maintenance
plans for your assets.
SEE ALSO:
Maintenance Plan Fields
Trailhead: Field Service Preventive Maintenance
257

Field Service maintenance plans offer a quick way to automate the creation of work orders for
EDITIONS
periodic maintenance visits. Learn how to generate work orders from a maintenance plan.
Note: Refer to Guidelines for Working with Maintenance Work Rules on page 271 for details Available in: both Salesforce
on how work orders are generated from maintenance work rules. Classic (not available in all
orgs) and Lightning
Experience
How Many Work Orders Are Generated at a Time?
Maintenance plan work orders are generated in batches. The number of work orders in a batch is features, managed
based on several maintenance plan settings: package, and mobile app
• Generation timeframe: determines how far into the future work orders are generated are available in Enterprise,
• Frequency: determines the amount of time between work order dates Editions.
• Number of maintenance assets: work order is created per asset, per suggested maintenance
date
USER PERMISSIONS
For example, with a generation timeframe of 1 year, a frequency of 2 months, and two maintenance
assets, one batch contains 14 work orders that cover 1 year’s worth of maintenance visits. Work To create work orders from
orders are also generated for the final day of the timeframe. If the generation timeframe is 1 year maintenance plans
and the Date of the first work order in the next batch is January 1, 2020, work orders are also • Create, view, and edit on
generated for January 1, 2021. Service Appointments,
Work Orders, and Work
Order Line Items
How Do I Generate Work Orders? View and edit on
Maintenance Plan,
You can manually generate each batch of work orders or choose to have a new batch generated
Maintenance Work
automatically. If frequent changes are needed after each visit, manual generation gives you more Rules, and Maintenance
control. Automatic generation provides the assurance that you’re delivering the maintenance you Assets
promised to your customer.
AND
Both methods allow you to customize batch generation timing using Generation Horizon (Days) View on Assets
or select Generate new batch upon completion. For details, see Maintenance Plan Fields.
Note: If Generate new batch upon completion is selected, a new batch of work orders recordset filter criteria
isn’t generated for a maintenance asset until the final work order for that asset in the current • View, create, and edit on
batch is completed. If one maintenance asset’s final work order is completed but another’s Service Appointments,
is stalled, work orders are generated only for the first maintenance asset. This behavior results Shifts, Recordset Filter
in a staggered batch generation schedule for the maintenance plan. Criteria, and Recordset
To manually generate work orders from a maintenance plan:
AND
• Confirm that Auto-generate work orders isn’t selected.
Delete on Recordset
• Click Generate work orders. When the Work order generation status on the maintenance Filter Criteria and
plan changes to Complete, the generated work orders appear in the Work Orders related list. Recordset Filter Criteria
Rules
• If the maintenance work rules date of first work order in the next batch is earlier than the current
date minus the generation time frame, update the Next Suggested Maintenance Date to View access on the
fall into the eligible date range. Source Object, Filtered
Object, and Filtered
• If the Next Suggested Maintenance Date is outside the eligible generation window, adjust Object fields
that date to align with the date of generation to yield expected results. For example, if you
expect work orders to be created on a specific date of the month, ensure that the Next
Suggested Maintenance Date is within the eligible generation window.
258
To turn on automatic generation, select Auto-generate work orders.
If Auto-Generation Is Turned On, When Is a New Batch Generated?

When you’re using maintenance plans without maintenance work rules:
• If the maintenance plan includes assets, a new batch is generated for each maintenance asset on the maintenance asset’s Date of
the first work order in the next batch.
• If the maintenance plan doesn’t include any assets, a new batch is generated on the maintenance plan’s Date of the first work order
in the next batch.
When you’re using maintenance plans with maintenance work rules, the maintenance plan gets picked up regardless of the next
suggested maintenance date on the maintenance plan or the maintenance asset.
To further customize batch generation timing, specify a Generation Horizon (Days) or select Generate new batch upon completion. For
details, see Maintenance Plan Fields.
Can I Get a Report of the Work Orders Generated?

To receive a Chatter post detailing the work orders, work order items, and service appointments generated for each maintenance plan,
see the following topics:
• Customize chatter feed tracking
• Turn on field history tracking on work order generation status
• Create a report type on the feed to see all the feeds in one report
How Do Generation Methods Work?

Generation methods can help simplify dispatch by combining work for the same day into a parent work order with a work order line
item for the relevant asset covered by the maintenance plan. Also, you can choose to create a service appointment for the work order
or suite work order line item.
On a maintenance plan, select your generation method preferences.
• Choose whether to create one work order or one work order line item for each maintenance asset. Where you have maintenance
work rules on a maintenance asset, it means one work order or one work order line item for each maintenance work rule.
• If you select One work order line item per asset, choose whether to create a service appointment for each work order or each
work order line item.
To ensure that all assets with the same suggested maintenance date are maintained under one work order, select One work order line
item per asset. If each asset needs a separate service appointment, select One service appointment per work order line item.
When One work order line item per asset is set, a work order line item is generated for each relevant asset and maintenance work
rule. All work order line items sharing Next Suggested Maintenance Date are grouped under a work order.
Tip: To provide guidance on which asset to service first, second, and so on, create guided actions, or flows, in the parent work
order.
If Work Order Generation Method is left as None, the generation is defaulted to one work order per asset.
259
Work Order Service Appointment Result

Generation Method Generation Method
One work One work One One
order per order line service service
asset item per appointment appointment
asset per work per work
order order line
item
If Work Order Generation Method is set to One work order per asset, you
can’t set a Service Appointment Generation Method.
Each asset and relevant maintenance work rule creates a work order. If a work
type is associated with auto-create service appointment enabled, a service
appointment is created for each work order.
Example: A maintenance plan with four assets, a generation time frame of 6
months, and a frequency of 1 month produces:
• Four work orders a month, 24 work orders for 6 months.
• A service appointment for each work order, if the auto-create service
appointment is enabled on an associated work type.
Invalid: If Work Order Generation Method is set to One work order line
item per asset, you must select a Service Appointment Generation Method.
One parent work order is created, a work order line item is created for each asset
and relevant maintenance work rule, and one service appointment is created
for the parent work order, even if the associated work type doesn’t have
auto-create service appointment enabled.
• One work order each month, six work orders for 6 months.
• Four work order line items on each work order.
• A service appointment for each parent work order, 1 per month, and six
work orders for 6 months.
One parent work order is created, a work order line item is created for each asset
and relevant maintenance work rule, and if the associated work type has
auto-create service appointment enabled for work order line items, one service
appointment is created for each work order line item.
• One work order each month, six work orders for 6 months.
• Four work order line items on each work order.
• If auto-create service appointment for work order line item is enabled on
the work type, a service appointment for each work order line item, four
service appointments per month, 24 work orders for 6 months.
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Why Aren’t Service Appointment Due Dates Following Maintenance Plan Settings?
When a service appointment is created for a generated work order, the work type Due Date Offset overrides the due date set by the
maintenance plan.
To avoid this override, create two work types, one for non-maintenance plan service appointments and another for maintenance plan
service appointments. Leave the Due Date Offset empty in the work type for maintenance plan service appointments. For example,
create a Site Survey work type with a Due Date Offset of 5 days and Site Survey - Maintenance Plan with Due Date Offset left empty.
How Are Addresses Added to Work Orders?

You can automatically add an address to the work orders in an org. The address on the work order is then automatically added to any
resulting service appointments. To determine the address, the work order or work order line item looks for an address to add in this
order: the asset address, the visitor address on the asset's location, and then the shipping address on the maintenance plan account.
The address field on the work order or work order line item is populated only if:
• The Populate Address for Work Orders or Work Order Line Items permission is selected in Field Service Settings.
• The maintenance plan uses maintenance work rules.
• The generation method isn’t one work order line item per asset, and the service appointment isn’t one service appointment per
work order.
Before you select this option, review the addresses for your assets, locations, and accounts. Clean up the addresses so that they’re
consistent with your maintenance plan conventions. For example, if all assets have an address or location address and use 1asset1WOLI
and 1SA1WO, make sure all assets under the same maintenance plan have the same address or location address.
How Do I Change Generation Methods or Maintenance Schedules After Work Orders Are Generated?
If your maintenance plans have work orders or work order line items associated with them, changing their generation schedule on the
maintenance asset or in the maintenance work rules isn’t recommended. To change maintenance plan generation frequencies, either
delete the incomplete work orders and regenerate them. Or set an end date to expire the current maintenance plan and create one
with the appropriate generation method and recurrences.
SEE ALSO:
Trailhead: Field Service Preventive Maintenance
Learn About Preventive Maintenance

To optimize technician productivity and increase uptime and mean time to failure of equipment,
EDITIONS
create preventive maintenance plans for your assets.
For more information on creating preventive maintenance for your assets, refer to: Available in: Lightning
Experience
• Create Criteria-Based Maintenance
• Create Usage-Based Maintenance The Field Service core
features, managed
• Create Multiple Maintenance Schedules
Editions.
261
Create Criteria-Based Maintenance

Create recordset filter criteria using standard or customized fields on assets to identify thresholds
EDITIONS
that trigger maintenance work.
1. From the App Launcher, click Recordset Filter Criteria. Available in: Lightning
Experience
2. Click New.
3. Enter a name and description for the criteria. The Field Service core
features, managed
4. Add filter conditions: package, and mobile app
a. To define if the criteria is valid if all conditions are true or at least one of the conditions is are available in Enterprise,
true, select a Logical Operator. Unlimited, and Developer
Editions.
b. Select the criteria field, operator field, and fill in the value field. The Value input changes
depending on the asset field that you choose. For example, picklist fields show the list of
available choices. USER PERMISSIONS
c. To add another condition, click + Add Condition. Continue adding criteria rules as needed. To view, create, and update
recordset filter criteria
5. Save the filter criteria.
6. Create a criteria-based maintenance work rule: Service Appointments,
Shifts, Recordset Filter
a. In Maintenance Work Rule Type select Criteria-based.
b. In Recordset Filter Criteria, search for and select the recordset filter criteria to use. Filter Criteria Rules
c. Complete the remaining maintenance work rule details as appropriate. AND
d. Save your changes. Delete on Recordset

View access on the
Guidelines for Criteria-Based Maintenance Source Object, Filtered
To optimize technician productivity and increase uptime and mean time to failure of equipment, Object fields
create criteria-based maintenance work rules for maintenance assets.
Watch the video to see how to use maintenance work rules to generate work orders and schedule
preventive maintenance based on asset usage.
Watch a video
Watch the video to see how to define maintenance work rules based on product characteristics and maintenance conditions.
Watch a video
Guidelines for Criteria-Based Maintenance
Recordset Filter Criteria Fields

The fields that are available when you’re defining your recordset filter criteria are based on the filtered object: Asset or Service Appointment.
The fields that are visible depend on your field-level security settings and field types. To access a calculated field that isn’t available by
default, create a custom formula field for the related field.
These field types aren’t supported.
• URL
• Multipicklist
262
• Encrypted string
• Text area
Next Work Order Generation

Criteria-based maintenance work rules behave as though Generate new batch upon completion is set. This behavior applies to the
generation of work orders, and, when one work order line item per asset is selected, work order line items.
If an incomplete work order is created from a criteria-based maintenance work rule, no new work orders are created until the active
work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or Closed.
After the work order is completed, if the criteria are still true at the next work order generation, a new work order is generated.
For example, take a filter with the rule that cumulative downtime is greater than or equal to 1,000 hours. If the cumulative downtime
value moves from 982 to 1,024, a work order is created. After that work order is completed, because cumulative downtime is still greater
than 1,000, a new work order is created. If One work order line item per asset is selected on the maintenance plan, this example
applies in the same way to work order line item generation.
Using Custom Fields

Keep these guidelines in mind when using custom fields in recordset filter criteria
• You can use custom integrations or custom fields with manually maintained values in recordset filter criteria. For example, an
automatic door has major maintenance performed after 60,000 activations. Using a custom activation since last overhaul field,
engineers can record the number of activations on each regular maintenance visit. You can create a recordset filter criteria with a
rule that activation since last overhaul is greater than or equal to 60,000. Then to generate the overhaul work orders, attach this filter
to a maintenance work rule. On completion of the overhaul, the engineer sets the activation since the last overhaul field back to
zero.
• Also, if you create a custom field to determine the months since last overhaul, the recordset filter criteria can generate work orders
when:
– The activation since last overhaul is greater than or equal to 60,000, OR
– The months since last overall is greater than or equal to 6
Alternatively, if you have assets that provide IoT data, you can use a third-party IoT platform to update your custom asset field. If you
don’t have an IoT platform, check AppExchange.
Simulating Usage-Based Work Order Creation

To achieve usage-based work order creation using criteria-based preventive maintenance, set up a custom field and update it as the
work order is completed. A work order is considered complete when its status falls into one of these status categories: Cannot Complete,
Canceled, Completed, or Closed. Such custom fields can include operating hours since last maintenance or cumulative downtime since
last maintenance.
Sort Order
The effect of sort order on criteria-based maintenance work rules is independent of sort order on calendar-based maintenance work
rules. For example, a criteria-based maintenance work rule with sort order 1 and a calendar-based maintenance work rule with sort order
2 generate work orders, although they have the same suggested maintenance date.
Maintenance Work Rule and Recordset Filter Criteria Object Settings

To maintain the correct function of criteria-based maintenance rules, ensure that the Maintenance Work Rule and Recordset Filter Criteria
objects have the same create, read, edit, and delete permissions and sharing rules.
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Create Usage-Based Maintenance

Use maintenance work rules to create work orders and schedule preventive maintenance based
EDITIONS
on asset usage.
1. Create the Recordset Filter Criteria. From the App Launcher, open Recordset Filter Criteria and Available in: Lightning
click New. Experience
2. Enter a name and description for the criteria. The Field Service core
3. Select Maintenance Work Rule as the Source Object and Asset as the Filtered Object. features, managed
4. Select whether the filter criteria is valid if all or at least one of the conditions is met. are available in Enterprise,
5. Add filter conditions. Unlimited, and Developer
Editions.
a. Select a rule type. Select Usage for the type to define a recurring condition at a particular
frequency of usage.
b. Usage Field: Select a field that determines whether the conditions are true.
USER PERMISSIONS
c. Next Occurrence Field: This field’s value is compared to the Usage field to determine To view, create, and update
whether the rule is true. recordset filter criteria
d. Frequency: Enter a value to set a frequency for maintenance. Service Appointments,
e. First Occurrence: Set the start value. To determine whether the rule is true, this value is Shifts, Recordset Filter
compared to the Usage Field value. Criteria, and Recordset
f. Last Occurrence: (Optional) Set the end value.
Edit on the
6. To add another condition, click + Add Condition. Continue adding criteria rules as needed. NextOccurrence field on
the Asset Filtered Object
7. To generate work orders ahead of the target usage value, select Add lead-time to usage-based
Delete on Recordset
work rules. In the Usage Rate field, enter the daily usage rate of the asset. The unit for the Filter Criteria Rules
usage rate must be per day.
View access on the
8. Save the filter criteria. Source Object, Filtered
9. On the Maintenance Asset’s related tab, select New Maintenance Work Rule.
Object fields
10. In Maintenance Work Rule Type, select Criteria-Based.
11. In Recordset Filter Criteria, search for and select the recordset filter criteria to use.
12. To create work orders on a floating schedule, select Generate on a floating schedule.
If the last work order was completed at 8 months, the next work order is targeted at 6 months from completion to 14 months.
If not selected, the recurrence cadence for work orders is fixed. For example, perform work every six months (6, 12, 18) regardless of
when the previous work order was completed. If selected, the recurrence cadence for the work orders is floating based on when
the last work order was completed.
13. Complete the remaining maintenance work rule details as appropriate.

Guidelines for Usage-Based Maintenance

To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance
work rules for maintenance assets.
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Guidelines for Next Work Order Generation

Usage-based maintenance work rules behave as though Generate new batch upon completion is set. This behavior applies to the
creation of work orders, and, when one work order line item per asset is selected, work order line items.
For example, if an incomplete work order is created from a usage-based maintenance work rule, no new work orders are generated until
the active work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or
Closed. After the work order is completed, if the criteria are true at the next work order generation, a new work order is generated.
Work orders are triggered based on the value in the Next Occurrence field. If Frequency is < 0, when the value of Usage Field is LESS
than or equal to the Next Occurrence field and is between the values of the First Occurrence Field and Last Occurrence Field, a
work order is generated.
The Next Occurrence field is updated with the new value: Next Occurrence = Current Next Occurrence + Frequency.
Example: You have a usage rule of every 1,000 hours that starts at 1,000 hours.
When the usage value moves from 982 to 1024, a work order is generated, and the Next Occurrence Field value is updated to
2000 hours.
If the usage moves from 1999 to 2030 and a work order is still open, no new work order is created. However, when the existing
work order is complete, a new work order is generated and the Next Occurrence Field value is updated to 3000 hours. The Next
Occurrence Field value is updated every time a work order is generated.
If One work order line item per asset is selected on the maintenance plan, this example applies in the same way to work order
line item generation.
Guidelines for Using Custom Fields

• You can use custom integrations or custom fields with manually maintained values in recordset filter criteria. For example, an
automatic door has major maintenance performed after 60,000 activations. Using a custom activation since last overhaul, engineers
can record the number of activations on each regular maintenance visit. You can create a recordset filter criteria with a rule that
activation since last overhaul is greater than or equal to 60,000. Then to generate the overhaul work orders, attach this filter to a
maintenance work rule. On completion of the overhaul, the engineer sets the activation since the last overhaul back to zero.
• Also, if you create a custom field to determine the months since last overhaul, the recordset filter criteria can generate work orders
when:
– The activation since last overhaul is greater than or equal to 60,000, OR
– The months since last overall is greater than or equal to 6
Alternatively, if you have assets that provide IoT data, you can use a third-party IoT platform to update your custom asset field. If you
don’t have an IoT platform, check AppExchange.
Simulating Usage-Based Work Order Creation

To achieve usage-based work order creation using criteria-based preventive maintenance, set up a custom field and update it as the
work order is completed. A work order is considered complete when its status falls into one of these status categories: Cannot Complete,
Canceled, Completed, or Closed. Such custom fields can include operating hours since last maintenance or cumulative downtime since
last maintenance.
Sort Order
When applying sort order to criteria-based maintenance rules, the rule with the higher sort order takes priority.
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Example: You have two usage rules.

• Rule1 tracks oil changes and maintains every 5 K, starting at 5 K, sort order = 2, and NextOccurrenceField is
NextOilChangeMileage.
• Rule2 tracks oil changes and tire rotation and maintains every 10 K, starting at 10 K, sort order = 1, and NextOccurrenceField
is NextOilandTireChangeMileage.
When a car first reaches 5 K, Rule1 generates a work order at 5 K and updates the NextOilChangeMileage to 10 K. When the car
reaches 10 K, Rule 1 and Rule 2 try to generate a work order for the next day. However, only Rule 2 generates because it has a
higher priority. Rule1 updates its NextOilChangeMileage to 15 K, and Rule2 updates its NextOilandTireChangeMileage to 20
K.
You can apply sort order within calendar-based rules or criteria-based rules. However, you can’t apply sort order across calendar-based
and criteria-based rules.
Floating Work Order Generation

When using Generate on a Floating Schedule, work orders completed ahead of or behind schedule generate the subsequent work
order based on the recurrence cadence. For example, a floating work order with a six-month recurrence cadence that’s completed in
May is next scheduled for November. With a fixed schedule, recurring work orders are scheduled at exact intervals based on the work
order start date.
When you generate work orders on a floating schedule, the NextOccurrence field is updated with the fixed schedule and no work order
is generated. After the work order status is updated to Closed or Completed, the NextOccurrence field is updated with the floating
schedule based on the current UsageField value.
Each status is mapped to a status category. When the work order is updated to a status mapped to the Closed or Completed status
category, the floating work order generation is triggered.
Note: The floating work order generation is only triggered if the status is mapped to either the Closed or Completed Status
Category. If you don’t map the status to one of those status categories, the next milestone recalculation and update won't happen
in the Filtered Object (Asset).
When you’re generating work orders on a floating schedule, the recurrence cadence for the work orders is adjusted when the work order
or work order line item’s status category is changed to Completed or Closed. When a work order is closed and marked as Completed,
the Next Occurrence field on all upcoming work orders is updated.
To display this field, from Setup enter Field Service Settings and select Update the work order generation based on the completion
date of the previous work order.
Considerations for Work Order Lead Time

Lead time is used to create a Suggested Maintenance Date for work orders ahead of the targeted usage value.
To find the Suggested Maintenance Date for a UsageCounter rule type, we use this formula if NextOccurrence isn’t empty:
SMD offset by days = (NextOccurrence - CriteriaField) / UsageRate
If NextOccurrence is null, we use this formula:

SMD offset by days = (FirstOccurrence - CriteriaField) / UsageRate
If the asset’s usage criteria is greater than the expected usage rate (Next Occurrence), then the Suggested Maintenance Date for the
work order is today since the value is greater than or equal to zero.
For a UsageDuration rule, lead time is the same as the generation horizon.
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Example: With Usage Counter Only

Maintenance Plan:
Generation Horizon = 30
Recordset Filter Criteria:
• RFCR1: Usage Counter
• UsageField: UsageField
• NextOccurrence: NextOccurrenceField
• Frequency: 4000
• FirstOccurrence: 4000
• Operator: >=
• UsageRate: UsageRateField
If the NextOccurrence is null, any value greater than 3550 results in true evaluation for this RFCR.
For SMD calculation, let us consider these subexamples:
1
Asset:
• UsageField: 3550
• NextOccurrenceField: null
• UsageRateField: 15
• SMD
= (4000-3550)/15
= 30 days from today
2
Asset
• NextOccurrenceField: 4000
• UsageRateField:15
• SMD
= (4000-3880)/15
= 8 days from today
3
Asset
• SMD
= (4000-3960)/15
= 3 days from today
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4
Asset
• SMD = today
Example: With Usage Duration Only

Maintenance Plan:
Generation Horizon = 30
Recordset Filter Criteria:
• RFCR1: Usage Duration
• UsageField: UsageField
• NextOccurrence: NextOccurrenceField
• Frequency: 365
• Operator: >=
Asset
• UsageField: 350
• NextOccurrenceField: null
• SMD
= 30 (Same as Generation Horizon)
Example: With Mix Rule Types

Recordset Filter Criteria: AND
RFCR1: Usage Counter
• UsageField: UsageField1
• NextOccurrence: NextOccurrenceField1
• Frequency: 4000
• Operator: >=
• UsageRate: UsageRateField
RFCR2: Usage Duration
• UsageField: UsageField2
• NextOccurrence: NextOccurrenceField2
• Frequency: 365
• Operator: >=
Asset
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• UsageField1: 3960
• NextOccurrenceField1: 4000
• UsageField2: 350
• NextOccurrenceField2: null
Internally, the SMD is evaluated for each RFCR. The SMD is determined based on the logical operator. In this example, each RFCR
evaluates to the following lead time offset:
RFCR1.SMD = 3
RFCR2.SMD = 30
Since AND is the operator, the combined SMD = 30 (furthest offset). If we use OR instead of AND, the SMD becomes 3.
Available for Maintenance Assets Only

You can add usage-based maintenance rules to maintenance assets only.
Maintenance Work Rule and Recordset Filter Criteria Object Settings

To maintain the correct function of criteria-based maintenance rules, ensure that the Maintenance Work Rule and Recordset Filter Criteria
objects have the same full access permissions and sharing rules.
Asset Fields Supported in Filters

The fields that are available when defining your recordset filter criteria are based on the filtered object: Asset or Service Appointment.
The fields that are visible depend on your field-level security settings and field types. To access a calculated field that isn’t available by
default, create a custom formula field for the related field.
These field types aren’t supported.
• URL
• Multipicklist
• Encrypted string
• Text area
You can use a formula to set the value of the asset field specified as the Usage Field in the recordset filter criteria rule. However, the
asset field specified by the Next Occurrence Field in the recordset filter criteria rule can’t be a formula field because it’s updated by the
system.
Custom Fields in Recordset Filter Criteria

If you have assets that provide IoT data, you can use a third-party IoT platform to update your custom asset field. If you don’t have an
IoT platform, check AppExchange.
Usage for Multiple Recordset Filter Criteria Rules

If you use the same usage parameter in multiple recordset filter criteria rules, you must use a different Next Occurrence Field for each
recordset filter criteria rule.
Example: You have a minor maintenance for every 1-K hours and a major maintenance for every 5-K hours . Set up two recordset
filter criteria, each with a recordset filter criteria rule. Both recordset filter criteria rules share a usage field: OpHrsSinceInstall.
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However, the minor recordset filter criteria rule and major recordset filter criteria rule refer to a different NextOccurrenceField.
The minor recordset filter criteria rule triggers at 1 K, 2 K, 3 K, and so on. The major recordset filter criteria rule triggers at 5 K, 10K,
15 K, and so on.
Create Multiple Maintenance Schedules

To keep assets in tip-top shape, you often need multiple maintenance schedules running at different
EDITIONS
frequencies.
For example, a building maintenance company performs minor maintenance on an air conditioning Available in: both Salesforce
system every three months and a major service, which includes the three monthly service tasks, Classic (not available in all
once a year. With enhanced preventative maintenance, the service manager sets up the minor orgs) and Lightning
maintenance on its three-month schedule and the major service yearly. Field service then generates Experience
three quarterly service calls for minor maintenance followed by one annual service call for the major The Field Service core
service. features, managed
Similarly, a pool maintenance company cleans a pool monthly and applies a chemical treatment package, and mobile app
every three months. With enhanced preventative maintenance, the pool service manager sets up are available in Enterprise,
schedules for both activities. Field service then generates monthly pool cleaning jobs and every Unlimited, and Developer
three months adds the chemical treatment task. Editions.
Multiple maintenance schedules are defined using maintenance work rules. These rules can be
defined:
• On maintenance plans to define schedules for all of the plan’s maintenance assets that don’t have maintenance work rules.
• On maintenance assets.
To add maintenance work rules, open a maintenance plan or, from Related Lists, one of its maintenance assets. In the maintenance plan
or asset, open the Maintenance Work Rule related list and click New to create a maintenance work rule item.
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Note: Don’t use the New button on the Work Order and Work Order Line Item related lists or list views on Maintenance Work
Rules. This button creates work order and work order line item records, but it doesn’t link the maintenance work rules to the work
order and work order line item record. It doesn't establish a link because the MaintenanceWorkRule field on Work Order and Work
Order Line Item is read-only. This field can’t be updated with the API.
Guidelines for Working with Maintenance Work Rules

With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance
work rule settings affect work order generation.
Number of Maintenance Work Rules Per Maintenance Plan

We recommend that there are no more than the equivalent of 2,000 maintenance work rules per maintenance plan. The number of
maintenance work rules on a maintenance plan is the sum of:
• the number of maintenance work rules on maintenance assets.
• the equivalent number of maintenance work rules on maintenance assets derived from the maintenance plan for maintenance
assets without maintenance work rules.
Example: Number of Maintenance Work Rules Per Maintenance PlanA maintenance plan has 10 assets. The
maintenance plan has three maintenance work rules. Two of the maintenance assets have maintenance work rules, one has one
rule and the other two. The number of equivalent maintenance work rules is as follows:
• Maintenance work rules on maintenance assets: 1 + 2 = 3
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• Maintenance work rules derived from the maintenance plan: 8 (maintenance assets without maintenance work rules) * 3 =
24
This configuration gives an equivalent work rule count of 27.
We recommend no more than 5 maintenance work rules per maintenance plan and no more than 5 maintenance work rules per
maintenance asset.
Understanding Work Order Generation

You can generate work orders from information on the maintenance plan alone. Or you can generate work orders from information on
the maintenance plan and the maintenance work rules associated with the maintenance plan or its assets. The following table illustrates
the differences in how these two approaches generate work orders automatically and manually.
Recurrence scenario Maintenance plan Maintenance plan Maintenance plan Maintenance plan
without maintenance without maintenance with maintenance with maintenance
work rules work rules work rules work rules
Generation mode Rolling Batch Rolling Batch
Date range that Date of first work order Date of first work order Date of first work order Date of first work order
determines eligible for in the next batch in the in the next batch is in the next batch in the in the next batch is
work order generation range of today minus before maintenance plan range of today minus before maintenance plan
Generation Time Frame End Date. Generation Time Frame End Date.
to the first of today plus to today plus
Generation Horizon or Generation Horizon
maintenance plan End plus Generation Time
Date. Frame, as long as this
range is before the
maintenance plan End
Date
Last possible The earliest of Date of The earliest of Date of Today plus Generation The earliest of Date of
suggested first work order in the first work order in the Horizon plus first work order in the
maintenance date that next batch plus next batch plus Generation Time next batch plus
work orders are Generation Time Frame Generation Time Frame Frame. Generation Time Frame
generated for or maintenance plan End or maintenance plan End or maintenance plan End
Date. Date. Date.
Last day in the Work orders generated Work orders generated Work orders generated Work orders generated
generation window can include the last day. can include the last day. exclude the last day. exclude the last day.
Generation approach, Batch window Batch window Rolling window Batch window
see Batch Versus Rolling
Generation on page 274
Automatic generation Yes N/A Yes N/A

upon work order
completion
Respects sort order N/A N/A If Generate new batch Yes. except when the
upon completion isn’t Date of first work order
272
Recurrence scenario Maintenance plan Maintenance plan Maintenance plan Maintenance plan
without maintenance without maintenance with maintenance with maintenance
work rules work rules work rules work rules
selected, then Sort in the next batch values
Order is respected. are offset.
If Generate new batch See also, Manual
upon completion is generation example on
selected, then page 274 in Sort Order
maintenance work rules and the Generate New
associated with the last Batch Upon Completion
incomplete work orders Setting.
or work order line items
aren’t considered when
evaluating sort order.
See also, Automatic
generation example on
page 273 in Sort Order
and the Generate New
Batch Upon Completion
Setting.
Work Order Generation Generates up to 2,600 Show an online error Sends a Chatter Sends a Chatter
Limit Enforcement work orders and advises message and doesn’t notification and doesn’t notification and doesn’t
of limit enforcement in a generate any work generate any work generate any work orders.
Chatter message. orders. orders.
The following diagram shows when work orders are created in automatic generation.
Example: Rolling Generation

The following diagram shows the generation of work orders for an asset that has Generate new batch upon completion set,
Generation Timeframe set to 6 months and maintenance work rules for:
• Major maintenance to be performed every six months
• Minor maintenance to be performed every two months, but skipped when major maintenance is performed
When the major maintenance for July 2021 is then delayed by 7 months, the work order for the major maintenance in January
2022 isn’t generated. Instead the work order for the minor maintenance is created. Before the major maintenance for July 2021 is
completed, the generation window opens for July 2022 and generates work orders for the minor maintenance. When the major
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maintenance is completed, its maintenance work rule becomes eligible in the next generation window and the work order for
the major maintenance in July 2022 is generated. After this, assuming work orders are completed on time, the schedule generates
as expected.
Example: Batch Generation

Take a maintenance work rule recurring monthly for 12 months. The first maintenance work rule starts on 7/1 and has a sort order
of 1 and the second maintenance work rule starts on 8/1 with a sort order of 2. From 7/1/2020 to 6/1/2021 only the first maintenance
work rule, because of its lower sort order number, generates work orders. But on 7/1/2021, the second maintenance work rule
generates work orders when the first maintenance work rule is no longer attempting to generate work orders.
Batch Versus Rolling Generation

In batch generation, work orders are generated for the asset’s generation timeframe and then not considered for generation again until
the generation timeframe has passed. The Generation Horizon and Generation Upon Completion features aren’t available for batch
generation.
In rolling window generation, when work order generation runs it creates work orders according to the recurrence pattern for eligible
maintenance work rules from the current date to the current date plus the generation horizon plus the generation timeframe.
By default, manual and automatic work order generation use a rolling window for calendar-based preventive maintenance. You can still
opt to use a batch window to create work orders manually for calendar-based maintenance plans. However, that option doesn’t support
advanced features such as Generation Horizon and Generation Upon Completion. To generate work orders using a batch window,
go to Field Service Settings and select Use batch generation to create work orders manually.
In the following diagram, the generation timeframe is 6 months and the generation horizon is 0 days. The blue bar represents the batch
generation window. The start of the blue bar is when auto generation runs. Not all generation events are shown, automatic generation
runs 3 times daily.
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Eligible Maintenance Work Rules

Eligible maintenance work rules are rules whose date of first work order in the next batch is between:
• the current date minus the generation time frame and
• the current date plus the generation time frame plus the generation horizon.
If an eligible maintenance work rule's date of first work order in the next batch is earlier than the current date, generation doesn’t create
work orders for the period between the date of the first work order in the next batch and the current date.
Maintenance work rules whose date of first work order in the next batch is earlier then the current date minus the generation time frame
will start generating work orders when the date of first work order in the next batch is updated to fall into the eligible date range.
For example, take the case where today is 1/8 and a maintenance work rule has a generation time frame of 10 days and generation
horizon of 8 days:
• If the date of first work order in the next batch is 1/11, the maintenance work rule is eligible for generation and work orders following
the recurrence pattern are generated from 1/11 to 1/26.
• If the date of first work order in the next batch is 1/1, the maintenance work rule is eligible for generation and work orders following
the recurrence pattern are generated from 1/8 to 1/26.
• If the date of first work order in the next batch is 12/15, then no work orders are generated because 12/15 is before today's date
minus the generation timeframe that is 1/8 minus 10 days giving 12/29.
Understanding Work Order Recurrence

A recurrence pattern determines how often maintenance visits are scheduled based on the maintenance plan. To create a maintenance
schedule, you can use a maintenance work rule on the maintenance asset or maintenance plan, or you can use the frequency fields on
the maintenance plan. Additionally, if you need more flexibility to meet your work order generation needs, define RRULE in the API to
create a highly customized schedule.
Note: We’ve started the process for retiring the maintenance plan frequency fields. The fields are retired in Jan ‘24. Update your
maintenance plans to take advantage of maintenance work rules instead.
When a work order is scheduled, the recurrence frequency is determined in this order:
Maintenance asset maintenance work rules > Maintenance plan maintenance work rules > Maintenance plan frequency
fields
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Maintenance work rules on the maintenance asset override any recurrence defined on the maintenance plan. If there are no maintenance
work rules defined for the maintenance asset, the maintenance work rules on the maintenance plan are used to set the recurrence. If
there are no maintenance work rules defined on the maintenance asset or maintenance plan, then the frequency fields on the maintenance
plans are used to define the recurrence pattern.
Example: Recurrence Hierarchy There’s a maintenance plan with 2 maintenance assets (MA). The maintenance work rules
(MWR) are defined as:
• The maintenance plan has MWR1
• MA1 has no MWR
• MA2 has MWR2
MA1 uses MWR1 (inherits from the maintenance plan). MA2 uses MWR2 (overrides what's on maintenance plan).
Using MONTHDAY
The RRULE property MONTHDAY allows you to schedule an event that occurs monthly on a specific date. For example, you can use the
MONTHDAY property to generate work orders on the first of every month:
“FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=1;”
While generating work orders on the first of every month is straightforward, generating work orders on the 31st of every month requires
you to specify additional RRULE properties. To generate work orders on the 31st of every month, you could use this RRULE:
“FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=31;”
However in Salesforce, that RRULE generates work orders on the last day of every month: Jan 31, Feb 28, Mar 31, April 30, May 31, June
30, July 31, Aug 31, Sep 30, Oct 31, Nov 30, Dec 31. In the API, you can specify additional properties in your RRULE to produce work orders
only for months with 31 days:
FREQ=MONTHLY;COUNT=30;INTERVAL=1;WKST=MO;BYMONTH=1,3,5,7,8,10,12;BYMONTHDAY=31
This RRULE ensures that work orders are only generated on Jan 31, Mar 31, May 31, Jul 31, Aug 31, Oct 31, Dec 31.
Date of the First Work Order in the Next Batch and Maintenance Work Rule Alignment
If the entered Date of first work order in the next batch doesn’t match the RRULE pattern, the system uses the earliest date in the current
month or later that matches the RRULE and is within the generation time frame. It’s possible that a date matching the RRULE in the
current month isn’t within the generation time frame, as shown in most of the following examples.
For example, if the RRULE is set to generate work orders on the first day of every other month, with a generation time frame of 2 months,
and today is 8/19/2020 the following occurs:
Entered Date of first work order in Earliest date in the current month Suggested maintenance date of
the next batch according to the RRULE work orders or work order line items
generated
8/19, meaning today 8/1, but it’s in the past 10/1
8/4, or any date in the past in the current 8/1, but it’s in the past 10/1
month
8/29, a date in the future in the current 8/1, but it’s in the past 10/1
month
7/30, a date in the past in a past month 7/1, but it’s in the past 9/1
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Entered Date of first work order in Earliest date in the current month Suggested maintenance date of
the next batch according to the RRULE work orders or work order line items
generated
9/20, a date in the future in a future month 9/1, it’s in the future, but the generation 11/1
time frame is 9/20 to 11/20
9/1, the earliest date matching the RRULE 9/1 9/1

after the current date
Using Sort Order

Sort order determines how work orders are generated for a maintenance asset when that maintenance asset has two or more maintenance
work rules attempting to generate a work order for the same date. Sort order works as follows:
• When maintenance work rules for generation have different sort orders, only work orders for the rules with the lowest sort order
value are generated.
• When maintenance work rules for generation have the same sort order, all the work orders are generated.
After consideration for generation, maintenance work rules have their Date of first work order in the next batch advanced as though all
their work orders were generated, as shown in the Multiple Rules with Multiple Sort Orders example.
Example: Multiple Rules with Multiple Sort Orders

Albert, the service manager at Red Brick Building Services, receives details of a new contract to maintain an air conditioning system.
The contract provides for minor maintenance every 3 months and a major service once a year. On February 10, Albert sets up
maintenance work rules as follows:
• Annual maintenance starting on February 1 of the following year with a sort order of 1
• Minor maintenance starting on May 1 with a sort order of 2.
These work orders are generated:
Minor maintenance rule Annual maintenance rule

May 1 Work orders generated NA
August 1 Work orders generated NA
November 1 Work orders generated NA
February 1 No work orders generated, but Date of Work orders generated

first work order in the next batch
advanced to May 1
Example: Multiple Rules with the Same Sort Orders

Georgia, the pool hygiene manager for Crystal Clear Pools, receives details for a cleaning contract for a new pool installation. This
contract includes a monthly pool clean and the application of a chemical treatment every 3 months.
After Georgia adds the customer details and creates a maintenance plan and the pool asset, she sets up two maintenance work
rules:
• A rule for the monthly service to take place on the 10th of each month, with a sort order of 1.
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• A rule for the 3-month chemical treatment to take place on the 10th of every third month, with a sort order of 1. But because
the initial treatment was applied when the pool was installed, Georgia sets the Date of first work order in the next batch
3 months in the future.
These work orders are generated:
Monthly service rule Three-month chemical treatment

rule
First month Work orders generated NA
Second month Work orders generated NA
Third month Work orders generated Work orders generated
Edge Cases in Sort Order and the Generate New Batch Upon Completion Setting
When the Generate new batch upon completion option is selected and a maintenance work rule with the lowest sort order value is
eligible for a generation but its last work order is incomplete, the maintenance work rule’s work order isn’t generated. The rule’s Date
of first work order in the next batch is advanced as though it was generated. Then:
• If there are other maintenance work rules with the lowest sort order value eligible for generation, work orders corresponding to
these rules are generated else,
• If there are maintenance work rules with a higher sort order value eligible for generation, work orders corresponding to these rules
are generated.
When the maintenance work rule's last work order is marked as complete, the rule will be considered for generation in the next generation
cycle.
Understanding the Work Order Generation Limit

The maximum number of work orders that can be generated per maintenance plan is 2,600. As a result, there’s a practical limit of 2,600
maintenance assets per maintenance plan.
The 2600 limit refers to the number of work orders generated per plan per each round of work order generation. It doesn't count the
work orders already generated in the previous round of generation. This limit depends on the number of maintenance assets, the eligible
maintenance work rules, their recurrence pattern, and the generation timeframe of the maintenance plan.
The limit is further reduced when:
• using maintenance work rules, there are multiple maintenance work rules on the maintenance plan or its maintenance assets, or
• using maintenance plans alone (without maintenance work rules), Inclusive of Last Day of Generation Window is in effect, and
more work orders could be generated for the last day.
Note: A maintenance plan with a maintenance work rule using COUNT is limited to 2,000 maintenance assets. If such a maintenance
plan has more than 2,000 maintenance assets, no work orders are generated.
Example: Work Order Generation LimitIf a maintenance plan has 1 maintenance work rule (MWR), and 5 maintenance
assets (MA), and the recurrence pattern is daily:
• If the generation timeframe is 1 year, then each generation at a maximum generates 5 (MA) x 365 = 1825 work orders. So
within the 2600 limit.
278
• However, if the generation timeframe is 2 years, then each generation at a maximum generates 5 (MA) x 365 x 2 = 3650
work order. That exceeds the 2600 limit.
Note: Since the maintenance work rule uses a rolling window for work order generation, the maximum is already reached
when the maintenance work rule first started generation. In subsequent generations, the number of work orders generated
is fewer.
What Happens if Work Order Generation Tries to Create More Than 2,600 Work Orders?
When work order generation tries to create more than 2,600 work orders:
• If maintenance work rules are used, for either automatic or manual generation: doesn’t generate work orders and provides an error
message. This behavior occurs because, unlike work orders based on maintenance frequency specified in the maintenance plan, the
presence of multiple work rules whose generation is determined by sort order could result in partial creation of the required work
orders when the 2,600 limit is reached. To rectify, reduce the maintenance plan generation timeframe.
• If manual generation for maintenance plan with frequencies is used: doesn’t generate work orders and provides an error message.
To rectify, reduce the maintenance plan generation timeframe.
• If automatic generation for maintenance plans with frequencies is used: generates 2,600 work orders and posts a message on chatter
advising that the limit was reached. No further action is needed.
What Happens When the Option to Generate One Asset to One Work Order Line Item is Selected?
When the option to Generate One Asset to One Work Order Line Item is selected:
• If maintenance work rules are used, the system puts the limit on the count of work order line items if generating work order line
items and on the count of work orders if there are only work orders generated. Take the case where a plan has 2,600 assets each
with 3 maintenance work rules for generation. Because of the limit, we report an exception when there are more than 2,600 work
order line items generated.
• If maintenance plans with frequencies are used, 2,600 work order line items are generated. If all the maintenance assets have the
same next suggested maintenance date, one work order is generated. If the maintenance assets have different next suggested
maintenance dates, then work order is generated for each of the next suggested maintenance dates.
Working with COUNT and UNTIL

Where you have an asset with several maintenance work rules, each with different sort orders, that you want to start and end together,
we recommend you use UNTIL rather than COUNT. COUNT only counts work orders generated from the maintenance work rule. So
maintenance work rules with higher sort order value don’t always generate work orders on the intended end date, resulting in these
work order rules ending later than those rules with lower sort values.
For example, you want a monthly recurrence that ends in 2 years and set COUNT =24. If any of the 24 work orders weren’t generated
because another rule had a higher sort order, then work order generation would continue after the 2-year end date, until the count
reached 24.
User Access
To generate work orders, a user needs access to maintenance plans, work orders, and service appointments. The user is either the one
who generates work orders manually, or is the owner of the maintenance plan for auto generation. We recommend you set up a generic
user to eliminate potential problems that can result from changes in personnel.
279
Field Inheritance
When a work order is created, information is pulled from the maintenance work rules, maintenance asset, and maintenance plan. A
maintenance plan can have assets with maintenance work rules defined on the maintenance asset and maintenance plan. However,
specific information comes from each entity.
Entity Information
Maintenance work rule Date of first work order in the next batch
Work Type
Maintenance asset Account

Contact
Date of first work order in the next batch*
Location
Work Type*
*If not defined in the maintenance work rule
Maintenance plan Owner

Service Contract
Work Type*
Date of first work order in the next batch*
*If not defined in the maintenance work rule or maintenance asset
Field Inheritance—Date of First Work Order in the Next Batch

When a maintenance work rule is created and you don’t enter a value for the Date of first work order in the next batch
(NextSuggestedMaintenanceDate):
• If the Date of first work order in the next batch is defined on the maintenance asset, the maintenance work rule’s Date of first work
order in the next batch is set to the asset’s Date of first work order in the next batch.
• If the maintenance asset has no Date of first work order in the next batch, the maintenance work rule’s Date of first work order in
the next batch is set to the maintenance plan’s Date of first work order in the next batch.
Later, a maintenance work rule’s Date of first work order in the next batch can be set to a new date or cleared. If the rule’s Date of first
work order in the next batch is empty when the work order generation is triggered, Date of first work order in the next batch is determined
using the same logic as setting the value on creation.
Field Inheritance—Work Type

You can define the work type on a maintenance plan. Maintenance plan assets inherit this work type when they’re created. You can
update the work type on maintenance assets to a different value from the maintenance plan.
If a work type isn't entered when a maintenance work rule is created, it defaults to the work type on the maintenance asset. You can
then update or remove the work type for the maintenance work. Work orders or work order line items generated from the maintenance
work rule take the maintenance work rule’s work type, unless it’s blank when they take the maintenance asset’s work type.
280
Rolling Up Work Order Line Items

If the option to generate one work order line item per asset is selected, the system puts one or more work order line items that share a
suggested maintenance date into a work order.
Example: Take a maintenance plan where one asset to one work order line item is set with:
• A turbine with weekly on Monday and monthly on the first Monday of the month recurring maintenance work rules with the
same sort order (see Using Sort Order on page 277 for more details.
• A chiller with monthly recurrence on the first Monday of the month.
The weekly turbine maintenance requires work on 6/22, 6/29, 7/6, and 7/13. The monthly turbine and chiller maintenance requires
work on 7/6. So on 7/6, there’s one work order with three work order line items for the weekly turbine, monthly turbine, and
monthly chiller maintenance. But on 6/22, 6/29, and 7/13, there’s one work order with one work order line item for the weekly
turbine maintenance.
Example: Take a maintenance plan with one work order line item per asset selected and four maintenance assets divided into
two sets of two, that share a next suggested maintenance date where:
• Each maintenance asset has a maintenance work rule with recurrence every 6 months.
• The first two maintenance work rules have the same next suggested maintenance date of 7/1.
• The last two maintenance work rules are offset by 1 month, to 8/1, from the first group.
In this case, the:
• First two are grouped in one work order (on 1/July) with two work order line item, and one service appointment.
• Last two are grouped in a separate work order (1/August) with two work order line item, and one service appointment.
Example: There’s no rollup of work order line item details into work orders when you select the option for one work order line
item to be generated per asset.
Take a maintenance plan with one work order line item per asset selected and two assets. Each asset has a maintenance work rule
with different work types. For example, the first asset has a work type for filter replacement that takes 2 hours and the second for
battery replacement that takes 5 hours. Each maintenance work has the same frequency and next suggested maintenance date.
If the option for one service appointment per work order line item is selected:
• one parent work order is created
• a work order line item is created for each asset, and
• if the associated work type has auto-create service appointment enabled for work order line items. one service appointment
is created for each work order line item. The service appointment duration is populated from the work type, for example 2
hours for a filter replacement and 5 hours for battery replacement.
If one service appointment per work order is selected:
• one parent work order is created
• a work order line item is created for each asset, and
• one service appointment is created for the parent work order, even if the associated work type doesn’t have auto-create service
appointment enabled.
• The duration of the service appointment isn’t populated.
If you populate the work type of the work order after it”s generated, the work order inherits the work type’s duration, duration
type, and required skills.
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Field Service Troubleshooting Work Order Generations in Field Service
Maintenance Work Rule Deletion

When a maintenance work rule is deleted, any association to that maintenance work rule on generated work orders and work order line
items is set to NULL. After the maintenance work rule is deleted, it’s not possible to determine whether a maintenance work rule generated
the work order or work order line item.
Reparenting
The parent item of a maintenance work rule can be changed. But to ensure data integrity, don’t reparent a maintenance work rule after
it has generated work orders.
Field Tracking and Logging

We recommend that you turn on field tracking and debug logging when you expect to make regular changes to maintenance work
rules.
SEE ALSO:
Set Up Debug Logging
Track Field History for Standard Objects
Troubleshooting Work Order Generations in Field Service

If work orders aren’t generating as expected these guidelines can help you resolve any issues.
EDITIONS
Note: Refer to Guidelines for Working with Maintenance Work Rules on page 271 for details
on how work orders are generated from maintenance work rules. Available in: both Salesforce
Watch the video to see how to get an overall view of the work order generation status. orgs) and Lightning
Watch a video Experience

features, managed
Work Order Status package, and mobile app
The Work Order Generation Status field on maintenance plans provides a status to help determine
how to handle work order generation errors:
Editions.
• Completed indicates that the work orders were created successfully.
• Unsuccessful indicates that a work order wasn’t generated due to a possible unexpected error.
• No Work Order Generated indicates that based on the configuration, no work order was supposed to be created, so no action is
required.
• Needs Review indicates that to continue the work order creation an action is required.
If the work order generation status is Unsuccessful or Needs Review, the following errors can appear in the Maintenance Plan Chatter
feed.
Table 1: Work Order Generation Error Messages

Error Description Possible Solutions
Generate new batch upon We couldn’t generate work orders for this When Generate new batch upon completion is enabled,
completion not met maintenance plan. This maintenance plan new work orders won’t be created until the last work order
uses the Generate new batch upon from the previous work order generation is completed. A
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completion option. When the last work order work order is considered complete when its status falls into
is marked complete, a new batch of work one of the following status categories: Cannot Complete,
orders will be generated. Canceled, Completed, or Closed.
Suggested maintenance Your dates are out of range, so we couldn’t The end date of the maintenance plan is in the past. On the
date is out of range generate work orders for this maintenance maintenance asset, update the Date of the first work order
Plan’s maintenance Assets. For each in the next batch to a date:
maintenance asset, check that the Date of • Earlier than the maintenance plan’s End Date.
the first work order in the next batch is earlier
• That doesn’t cause the Suggested Maintenance Date
than the maintenance plan’s maintenance
on the work orders to occur in the past.
plan end date. Also check that the date of
the first work order in the next batch isn’t so
obsolete that the Suggested Maintenance
Date on the work orders would be in the
past.
No work orders to create We couldn't generate work orders for the Work orders cannot be created for the specified timeframe.
maintenance plan because no conditions for • Check if the work order dates are in the past.
generation were met.
• Check that the COUNT and UNTIL conditions of RRULES
are met.
If some but not all work orders were generated, check that
the criteria and usage conditions on at least one of the
maintenance work rules was met.
End date in the past We couldn’t generate work orders because The maintenance plan has expired. Update the maintenance
the maintenance plan has reached its end plan with a new end date.
date. To continue generating work orders,
update the end date.
Max limit of Work Orders We couldn’t generate work orders because The maximum number of work orders you can generate in
exceeded the work order limit for this maintenance any run is 2,600. When using auto generation and frequency
plan was exceeded. To decrease the number fields, up to 2600 work orders are created and then the
of work orders, decrease cadence of work process exits. To reduce the number of work orders
order, decrease the Maintenance Plan generated, update one or more of the following on the
Generation Time Frame, or remove some maintenance plan:
maintenance assets. • Adjust the generation time frame to increase the span
between future work orders generations.
• Reduce the number of maintenance assets. Work orders
are created per asset, per suggested maintenance date.
• Reduce the number of Maintenance Work Rules.
• Decrease the frequency to increase the time between
work order dates.
Note: A maintenance plan with a maintenance work

rule using COUNT is limited to 2,000 maintenance
assets. If such a maintenance plan has more than
283
2,000 maintenance assets, no work orders are

generated.
User does not have access We couldn’t generate work orders because The user does not have rights to create service
the maintenance plan owner doesn’t have appointments,work orders or work order line items. Have
permission to create work orders or service the Salesforce admin grant rights.
appointments. Ask your Salesforce admin for
help.
Invalid values for We couldn’t generate work orders because The date range for the maintenance plan extends beyond
Generation Horizon and some of your Maintenance Plan dates are the allowed timeframe.
Generation Time Frame out of range. Enter a maintenance plan • Update the Generation Horizon to a value of 365 or less.
Generation Horizon (Days) of 365 or less, and
• Update the Generation Time Frame to 20 years or less.
a maintenance plan Generation Time Frame
equivalent to 20 years or less.
Missing maintenance work We couldn’t generate work orders because The org has hidden the Frequency fields in Setup, but
rule after frequency fields the maintenance plan’s frequency fields are maintenance work rules still need to be set up for the
migration blank, and it has no maintenance work rules maintenance plan.
on the maintenance plan or any of its
Maintenance assets.
Missing maintenance work We couldn’t generate work orders because The maintenance plan doesn’t have a maintenance work
rule and frequency fields the maintenance plan’s frequency fields are rule or frequency fields (Generation time frame and
blank, and it has no maintenance work rules generation time frame type) defined.
on the maintenance plan.
Errors due to customization We generated x of y work orders, a of b work Please refer to Determine Whether Customizations are
order line items, and c of d service Disrupting Generation for additional solutions.
appointments for your maintenance plan.
However, some work orders couldn’t be
generated. To find out why, ask your
Salesforce admin. Learn More in Salesforce
Help.
Resolve Issues that Need Review

When troubleshooting issues that have the Needs Review status, complete these steps:
1. Address the issue based on the solution in the “Work Order Generation Error Messages” table.
2. Turn off Auto-generate work orders and run manual generation for the work orders.
3. Once the status becomes successful, turn on Auto-generate work orders.
Determine Whether Customizations are Disrupting Generation

Work order generation can fail when objects related to the process, such as Work Order or Service Appointment, have customizations.
If generation fails, take these steps to determine which of your changes is causing the failure and make corrections. If you don’t think
your changes are the cause of the generation failure, contact Salesforce Support for assistance.
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1. Verify that you can create a work order manually. If manual creation fails, correct any errors.
2. Verify that any custom required fields on the following objects have a default value configured. Default values ensure that the
maintenance plan generation process knows what value to set for the custom fields.
• Work Order
• Work Order Line Item
• Asset
• Service Appointment (if the work order generation includes creating Service Appointment)
• Assigned Resource (if you have automation to auto-schedule Service Appointments)
3. Verify that custom automation, including triggers, processes, and workflows, on the following objects aren't interfering with the
process by disabling them and rerunning work order generation:
• Maintenance Plan
• Work Order
• Asset
• Service Appointment, if the Work Order Generation includes creating Service Appointment
• Assigned Resource, if you have automation to auto-schedule Service Appointments
4. Verify whether you can generate work orders with custom validation rules on the following objects disabled:
• Work Order
• Asset
• Service Appointment
• Assigned Resource
5. Verify whether you can generate work orders after deactivating custom lookup filters on fields from the following objects:
• Work Order
• Asset
• Assigned Resource
Get More Information Using Debug Logs

To get more information on why generation may be failing, turn on debugging, Work order generation is an automatic process that
uses an automated process user in the background. By default this process doesn’t generate debug logs. To enable debug logging for
the automated process user:
• From Setup, in the Quick Find box, enter Debug Logs, and then select Debug Logs.
• Click New.
• In Traced Entity Type select Automated Process.
• Enter a start date for the logging period.
• In Debug Level choose SFDC_DevConsole.
• Save your changes.
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Field Service Manage Field Service Shifts
You can also make these settings in the Developer Console.

When you generate these logs, note the following:
• Allow up to 24 hours for the logs to become available.
• Use the finest log level for the Automated Process log.
• Review all logs and inspect their content. This review should include all logs with the success status, as exceptions are handled
during maintenance plan generation and don’t result in the logging of unhandled exceptions.
SEE ALSO:
Set Up Debug Logging
Manage Field Service Shifts

Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff. Create
shifts for particular dates and times when you need coverage, and assign them to service resources. When the managed package is
installed, scheduling and optimization consider workforce availability during shifts.
Manage Your Shift Schedule in Field Service

Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets
you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile
in a calendar.
Add Field Service Shifts
Shifts in Field Service define periods of time when you need to have workers available. Shifts help you manage standard availability,
like weekday and weekend shifts, or flexible periods such as occasional overtime. Use predefined patterns to quickly make a set of
standard shifts for weekdays and weekends.
Create Filters to Match Field Service Appointments and Shifts
Designate shifts for appointments that meet your criteria in Field Service. Create Recordset Filter Criteria based on service appointment
field values, then add the filter to a shift so that only relevant appointments get scheduled.
In Field Service, ensure that shifts are covered by assigning them to a service resource. You can assign shifts individually or update
the assignee and status in bulk.
Color-Code Field Service Shifts
Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background
colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background
color to a shift or a shift template.
Nonstandard Field Service Shifts
Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased
workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way,
which can reduce dissatisfaction and attrition.
Field Service Guidelines for Shift Availability
Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating
hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of
work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.
286
Field Service Manage Your Shift Schedule in Field Service
Manage Your Shift Schedule in Field Service

Identify which shifts are covered, and which ones still require a worker to confirm that they’re
EDITIONS
available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the
schedule view to see shifts grouped by service territory or job profile in a calendar. Available in: Lightning
1. From the App Launcher, click Shifts. Experience
2. Navigate to a list view other than the Recently Viewed list view, such as the All Shifts list view The Field Service core
or a custom list view. Click the dropdown menu next to the list view name, and select the name features, managed
of the list view that contains the shifts you want to see. package, and mobile app
3. Optionally, define filters to change which shifts appear.
4. To view upcoming shifts in a calendar, click and select . Editions.
USER PERMISSIONS
To view shifts
a. To see a calendar of shifts that are assigned to each job profile, click the Shifts tab. AND
b. To see a calendar of shifts that are assigned to each service resource, click the Resources View on Shift, Job
tab. Profiles, Service
Resource, and Service
Territory
Keep these considerations in mind when you work with shifts.

General
• To create a shift, choose from the New, New from Pattern, and New from Template actions. Or hover in an empty space and
select + New Shift.
• In the calendar view, to see shift assignments in the time zone of the resource, turn on the Territory Time Zone toggle. Toggle
it off to see the schedule in your time zone.
• If the managed package is installed, availability for confirmed shifts appears on the Gantt.
Color-coding and icons
• A horizontal color stripe on each shift shows the status. You can't customize the status color-coding. The colors are:
287
Field Service Add Field Service Shifts
– Tentative—orange
– Published—blue
– Confirmed—green
• Background colors can identify or highlight shifts of different types. You set the background color on the shift, or the color is
inherited from the shift template.
• Resource absences are shown on the shift schedule. Absence cells are color-coded with a gray background.
• Nonstandard shifts are marked with a red icon.
Limitations
• The maximum supported shift duration is 23 hours and 59 minutes.
• Up to 300 resource absences display in the Shift tab. If a resource belongs to multiple territories, you see an absence for the
resource in each service territory.
• On the Shifts tab, you can’t use the quick search box to filter.
• The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting
the filter type instead, for example by using the does not contain operator.
Add Field Service Shifts

Shifts in Field Service define periods of time when you need to have workers available. Shifts help you manage standard availability, like
weekday and weekend shifts, or flexible periods such as occasional overtime. Use predefined patterns to quickly make a set of standard
shifts for weekdays and weekends.
Create Flexible Work Shifts

Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from day to day or week to week so that
you can assign workers for time periods that don’t follow a rigid pattern, such as rotating on-call duties or occasional overtime.
Create Shifts from a Pattern
In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service territory and resource to quickly
prepare the schedule.
288
Create Flexible Work Shifts

Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from
EDITIONS
day to day or week to week so that you can assign workers for time periods that don’t follow a rigid
pattern, such as rotating on-call duties or occasional overtime. Available in: Lightning
1. From the App Launcher, click Shifts. Experience
2. Do one of the following. The Field Service core
a. Click New. features, managed
b. From the schedule view, hover in an empty space and click + New Shift. are available in Enterprise,
Editions.
USER PERMISSIONS

shifts:
Shifts, Service Territories,
Service Resources,
Service Territory
Memberships
To add job profiles to shifts:
• View on Job Profiles
To add recordset filter
criteria to shifts:
• View on Recordset Filter
Criteria
289
3. Define the settings for the shift.

a. Enter a label for the shift.
b. Select a status.
• Tentative—The shift is tentatively defined.
• Published—The shift manager is ready to publish the shift to service resources.
• Confirmed—The shift has an assigned service resource. The scheduling engine considers confirmed shifts.
c. Enter dates and times for the shift's start and end. A second set of time fields show the shift’s start and end in the time zone of
the service territory.
d. Optional: Optionally, select a service territory and a service resource.
If you assign a service territory to the shift, the assigned service resource must be a member of the service territory.
e. Optional: Optionally, for Time Slot Type, select the type of working hours included in the shift. Normal hours fall within the service
resource's normal working hours, while extended fall outside those hours (for example, overtime hours).
f. Optional: Optionally, choose a job profile that defines the skills required to work during this shift.
g. Optionally, choose a Background Color.
h. Optionally, mark the shift Non-Standard.
i. Optional: Optionally, choose a filter in the Recordset Filter Criteria field to limit which service appointments can be scheduled
during the shift.
SEE ALSO:
290
Create Shifts from a Pattern

In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service
EDITIONS
territory and resource to quickly prepare the schedule.
1. From the App Launcher, click Shifts. Available in: Lightning
Experience
2. Click New from Pattern.
3. Select the shift pattern. The Field Service core
features, managed
4. Select a start date. package, and mobile app
5. Do one of the following: are available in Enterprise,
a. To end the pattern on a specific date, choose On a date.
Editions.
b. To repeat the pattern, choose After a number of occurrences and enter the number of
times to repeat it.
USER PERMISSIONS

shifts:
Service Territories,
Service Resources,
Service Territory
Memberships
6. Optionally, select a service territory. If you select a territory, you can also assign a service resource.
7. Click Create Shifts.
SEE ALSO:
291
Field Service Create Filters to Match Field Service Appointments and Shifts

Designate shifts for appointments that meet your criteria in Field Service. Create Recordset Filter
EDITIONS
Criteria based on service appointment field values, then add the filter to a shift so that only relevant
appointments get scheduled. Available in: Lightning
1. In the App Launcher, click Recordset Filter Criteria. Experience
2. In the Recordset Filter Criteria list view, click New. The Field Service core
features, managed
Editions.
USER PERMISSIONS

recordset filter criteria
Service Appointments,
Shifts, Recordset Filter
AND
Delete on Recordset
3. Enter a name and description for the criteria.

4. In the Source Object field, select Shift.
5. In the Filtered Object field, select Service Appointment.
6. Select Active.
7. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid.
8. Add filter conditions.
a. Select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending on the field you
select. For example, picklist fields show the list of available choices.
b. Add another condition if you need to.
9. Save the recordset filter criteria.

Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to
filter which service appointments can be scheduled during a shift.
SEE ALSO:
292
Field Service Create Filters to Match Field Service Appointments and Shifts

Field Service filter criteria let you match records in one object against records in another. For example,
EDITIONS
you can choose criteria to filter which service appointments can be scheduled during a shift.
Recordset Filter Criteria Considerations Experience
Keep these considerations in mind when you create and edit recordset filter criteria. The Field Service core
features, managed
• Only Recordset Filter Criteria marked Active are used in scheduling.
• When you add multiple filter conditions, only appointments matching all the conditions can are available in Enterprise,
be scheduled. Unlimited, and Developer
Editions.
• The Value input changes depending on the service appointment field you choose. For example,
picklist fields show the list of available choices.
USER PERMISSIONS
• You can’t match on text field values that include apostrophes (’), commas (,), or double
quotation marks (”). To view, create, and update
recordset filter criteria for
• Users without access to a service appointment field used in a filter condition don’t see the field shifts
name or value. They also can’t edit or delete the filter condition. • View, create, and edit on
Recordset Filter Criteria
• When you use inline edit on a recordset filter criteria, the filter conditions are shown in the and Recordset Filter
related list. You can manage filter conditions individually from the related list. Or to see all the Criteria Rules
filter conditions in one place, use the Edit action. AND
• The Recordset Filter Criteria field must be added to the Shift page layout. View on the filtered
object, source object,
• After you add a custom field to the filtered object, it can take around 15 minutes for the new and filtered object’s
field to appear in the Criteria Field picklist. fields
• You can add a maximum of 5 considerations to the Recordset Filter Criteria field. AND
Delete on Recordset
Guidelines for Custom Logic
• Build the filter logic with parentheses and the AND, OR, and NOT Boolean operators. To group
conditions, use parentheses around the parameters, for example 1 AND (2 OR 3). If you add another condition, the custom logic is
updated automatically to 1 AND (2 OR 3) AND 4.
• Every index must have a corresponding recordset filter criteria rule, but every rule doesn’t need to be used in the custom logic.
• If no custom logic is defined, all recordset filter criteria rules are treated with an AND, meaning all conditions must be True.
• You can’t delete a recordset filter criteria rule that’s referenced in custom logic. Alternatively, you can follow these steps:
1. Update RFC.CustomLogic as empty, or remove the index reference in custom logic.
2. Delete the recordset filter criteria rule.
3. Update RFC.CustomLogic with the correct value.
SEE ALSO:
293
Field Service Assign and Update Field Service Shifts

In Field Service, ensure that shifts are covered by assigning them to a service resource. You can assign shifts individually or update the
assignee and status in bulk.
Find Shift Candidates

Want to assign an overtime shift in a hurry? Or swap shift assignments due to a worker calling in sick? The Get Candidates action
helps you quickly find a resource who is best-matched to work on an individual shift.
Assign Shifts and Update the Status in Bulk
Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources who are matched based on
your business’ shift scheduling rules and their own shift scheduling preferences.
Find Shift Candidates

Want to assign an overtime shift in a hurry? Or swap shift assignments due to a worker calling in
EDITIONS
sick? The Get Candidates action helps you quickly find a resource who is best-matched to work on
an individual shift. Available in: Lightning
1. Open Shifts in the App Launcher. Experience
2. Select a listview other than Recently Viewed. The Field Service core
3. Set the Display As icon to Schedule. features, managed
4. Hover over the shift you’d like to assign, and click Get Candidates. are available in Enterprise,
The list of candidates is sorted according to how well they meet your service objectives. Unlimited, and Developer
Editions.
5. Select the resource to assign, then save your changes.
USER PERMISSIONS
To assign shifts:
AND
View and edit on shifts
To appear in the list of

service resource candidates:
• Field Service Scheduling
294
Field Service Color-Code Field Service Shifts
Assign Shifts and Update the Status in Bulk

Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources
EDITIONS
who are matched based on your business’ shift scheduling rules and their own shift scheduling
preferences. Available in: Lightning
1. Open Shifts in the App Launcher. Experience
2. Click Mass Shift Update. The Field Service core
3. Select whether to update the status, assign shifts, or do both. features, managed
4. Define criteria that selects the shifts to update. You can specify dates, service territories, and are available in Enterprise,
job profiles. Unlimited, and Developer
5. If you’re updating the status, specify the current status and the new status. Editions.
6. Do one of the following:

a. If you’re updating the assignee and status, click Assign and Update Status.
USER PERMISSIONS
b. If you’re updating the assignee, click Assign. To mass update shifts:

c. If you’re updating the status, click Update Status.
AND
A background process starts that looks for shifts that match the criteria and takes the appropriate
action. To learn if the process is completed, open the Shift Scheduling Operation record. The View and edit on Shifts
record shows how many shifts were considered, how many were successfully processed, and To appear in the list of
how many failed. service resource candidates:
• Field Service Scheduling
Color-Code Field Service Shifts

Use a background color to identify different types of shifts in the Field Service schedule view and
EDITIONS
dispatch console. Background colors let you add visual information that works along with
status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift Available in: Lightning
template. Experience
1. Edit the shift or shift template for which you want to add a background color. When you add
a background color to a shift template, shifts created from the template inherit the background
USER PERMISSIONS
color.
2. Select a color in the Background Color field. You can use the color picker or enter a value in To view, create, and edit
hexadecimal format. shifts:
3. Review the shift cell preview, then save your work. Shifts, Job Profiles,
Keep these considerations in mind for managing shift colors: Service Territories,
Service Resources,
• To avoid visual clutter in the schedule view and dispatcher console, limit the number of Service Territory
background colors that you use. For example, pick 3-5 colors that your shift managers use to Memberships
differentiate shift types. To view, create, and edit
• The text color changes automatically depending on the background color that you select. The shift templates:
shift text color is either white or black, whichever creates the highest color contrast to promote • View, create, and edit on
readability and accessibility. Shifts Templates, Job
Profiles, Service
• The shift status determines the color of a horizontal bar in each shift cell. You can’t update the Territories, Service
default color scheme or replace it with a custom palette. Resources, Service
• Tentative shifts that don’t have a background color are highlighted in orange. Territory Memberships
295
Field Service Nonstandard Field Service Shifts
• Within a shift, the shift cell preview updates only if a service resource is assigned.
Nonstandard Field Service Shifts

Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such
EDITIONS
as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps
the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction Available in: Lightning
and attrition. Experience

Marking Shifts as Nonstandard features, managed
• To mark a shift as nonstandard, select the Non-Standard checkbox when creating or editing
a shift.
• To mark a shift template as nonstandard, select the Non-Standard checkbox when creating Editions.
or editing a shift template.
USER PERMISSIONS
Identifying Nonstandard Shifts To view, create, and edit
Shifts marked as nonstandard are flagged in the various views. In the shift schedule view and the shifts:
Gantt, nonstandard shifts are flagged with a red icon. • View, create, and edit on
In the table view, add the Non-Standard field to see which shifts aren’t standard. Service Territories,
Service Resources,
Note: The Dispatcher console Gantt is a managed package feature. Service Territory
Memberships
To view, create, and edit
Limiting Monthly Nonstandard Shifts shift templates:
Managers and planners can restrict how many nonstandard shifts are assigned monthly to each • View, create, and edit on
worker. Shifts Templates, Job
Profiles, Service
1. Specify the maximum number of monthly non-standard shifts in a scheduling constraint on Territories, Service
each service resource or service territory. Resources, Service
Territory Memberships
2. Create a scheduling rule using the Limit Non-Standard Shifts rule type.
When assigning service resources to shifts, the scheduling logic looks for individuals that haven’t
reached their monthly limit for nonstandard shifts.

Learn how to define valid shifts and show when your workers are available for shift work. Shifts can
EDITIONS
work alone or alongside operating hours and service territory memberships to define workforce
availability. Designate shifts to show availability for specific types of work or tasks, or for specific Available in: Lightning
territories. For example, you can designate an on-call shift for emergency appointments only. Experience

Considerations features, managed
For shifts to be valid, they must meet the following criteria.
Editions.
296
Field Service Field Service Guidelines for Shift Availability
All shifts
• To create shifts, you must have at least one service territory and one service resource that’s assigned to that service territory. A
shift must be fully contained within a primary service territory membership for a service resource in that territory.
• If you're not using Enhanced Scheduling and Optimization, when you schedule designated shifts for secondary service territories,
use optimization rather than scheduling operations. Scheduling operations, such as Book Appointments or Get Candidates, don’t
consider designated shifts with secondary service territories.
• Add the Timeslot Designated work rule to the scheduling policy for scheduling and optimization to respect shift and time slot
designations. The Overtime field in the Service Resource Availability work rule enables scheduling service appointments on
Extended shifts. You may need to add the Overtime field to the layout.
• Shift availability (Extended or Normal) must correspond across all of a resource’s service territories.
• Add the Limit Non-Standard Shifts scheduling rule to balance less desirable shifts amongst your team. The Non-Standard field
on shifts marks the shift as nonstandard.
Shifts with a specified service territory
• When you create a shift with a specified service territory, the shift’s time span must be fully contained within the service resource's
primary service territory membership for that territory.
Shifts without a specified service territory
• When you want to define workforce availability across many territories, create the shift without a specified territory. A shift
without a specified service territory must be fully contained in a primary service territory membership (STM). It adds availability
in all territories based on territory memberships; availability is added where the shift intersects service territory memberships.
Scheduling, Optimization, and Shift Availability

When the managed package is installed, scheduling and optimization consider workforce availability during shifts.
Shifts and worker availability
• Shifts always add availability.
• Shifts have priority over overlapping time slots.
• Shifts relax time slots for designated work or extended work (overtime). For example, if you assign a time period for emergency
work and create a shift that overlaps, scheduling can assign non-emergency appointments during the shift. Or, if you create a
shift for weekend on-call duties, you can schedule appointments although the shift is during extended hours.
• When Shifts overlap for a certain resource, territory-specific shifts have priority over shifts that aren’t territory-specific.
297
Field Service Field Service Guidelines for Shift Availability
• When shifts overlap for a certain resource and the overlapping shifts are both territory-specific or both non territory-specific, the
first shift of the day takes precedence.
• Shifts with designation don’t take precedence over shifts without designation.
• For shifts that aren’t territory-specific, you can apply work rules to narrow the territories in which scheduling uses shift availability.
To use shift availability in the primary service territory, use a Match Territory work rule in your scheduling policy. To use shift
availability in the primary and other territories, use the Working Territories work rule.
• If a service resource is unavailable during the day at a specific time slot or during a specific shift, you must indicate this using
Resource Absence, and not split availability. For example, if a resource is available on Wednesday, 6 AM to 12 PM, and again
from 1 PM to 6 PM, then extend availability from 6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM.
• When you use Enhanced Scheduling and Optimization, if a service appointment doesn’t have a territory and a shift with designation
is configured, the service appointment must match the designation in order to be scheduled. If a resource has primary and
secondary territories and each territory has a shift with a different designation, the service appointment without territory must
match both designations.
Scheduling processes
• When you schedule work using the dispatcher console or Book Appointments or Candidates global actions, scheduling uses
availability from confirmed shifts. Optimization also uses available resources from confirmed shifts.
• When you use the Get Candidates and Mass Shift Update features, the scheduling logic takes into account any scheduling rules
and objectives.
• Scheduling and optimization match shifts to service appointments according to the shift’s filter criteria. Recordset filter criteria
help you narrow the scope so that only appointments matching the criteria get scheduled.
Example: Adding Availability with Shifts

Rotating on-call duties are split into two shifts for Saturday morning and afternoon. The shift is associated with the San Francisco territory
and is fully contained in the service territory membership. The shifts are assigned to two workers that have accepted the shift work. The
managed package is installed in this org, so the Gantt displays the workers’ additional availability. When the dispatcher looks for candidates,
scheduling considers availability from the confirmed shifts (1) and from service territory membership (2).
298
Field Service Manage Field Service Resources
SEE ALSO:

Service resources are mobile workers that can be assigned to service appointments. Learn how to
EDITIONS
create time sheets and view a service resource’s travel routes and calendar.
Get Started with Field Service Time Sheets Classic (not available in all
Before your mobile workers can start logging their hours using time sheets, lay down the orgs) and Lightning
foundation. Enable time sheets on the Field Service mobile app, set up an approval process, Experience
and customize time sheet fields. The Field Service core
Create Service Resource Absences for Field Service features, managed
Create resource absences to indicate when a service resource is unavailable to work. During package, and mobile app
schedule optimization, service resources aren’t assigned to appointments that conflict with
their absences. View and manage absences from the Absences related list on service resource
Editions.
records.
View a Field Service Resource’s Daily Travel Route
The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the
Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together
on the resource map view.
299
Field Service Get Started with Field Service Time Sheets

Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar
gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.
SEE ALSO:
Get Started with Field Service Time Sheets

Before your mobile workers can start logging their hours using time sheets, lay down the foundation.
EDITIONS
Enable time sheets on the Field Service mobile app, set up an approval process, and customize
time sheet fields. Available in: both Salesforce
1. Enable mobile time sheets. Classic (not available in all
orgs) and Lightning
a. From Setup, enter Field Service Mobile Settings in the Quick Find box,
Experience
then select Field Service Mobile Settings.
b. Click Edit next to your Field Service Mobile Settings configuration. The Field Service core
features, managed
c. Select Enable mobile time sheets. package, and mobile app
d. Click Save. are available in Enterprise,
2. Create an approval process. Editions.
a. From Setup, enter Approval Processes in the Quick Find box, then select Approval
Processes. USER PERMISSIONS
b. Select Time Sheet from the dropdown menu.
To enable time sheets:
c. Click Create New Approval Process > Use Jump Start Wizard. • Customize Application
d. Create an approval process with the Jump Start Wizard.
Note: When a mobile worker submits a time sheet, it initiates your approval process. If you don't have an approval process
set up, workers can't submit their time sheets.
3. Customize fields for time sheets.

a. In the Object Manager, enter Time Sheet in the Quick Find box, then select Time Sheet.
b. Select Page Layout > Time Sheet Layout.
c. Under Time Sheet Detail, add or remove fields. Up to four fields can be shown on the Field Service mobile app.
d. Click Save.
4. Create time sheet templates on page 301.

Considerations for time sheets:
• Users can view up to 100 past time sheets offline on their mobile devices.
• The first field on Time Sheet Detail displays as the header. Three more fields can be displayed as details below the header.
• Sharing button isn’t available for time sheets.
300
Create Time Sheet Templates

You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time
period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created
one day before their start date. You can only create time sheets for service resources of the type Technician.

You can automatically create time sheets from a template so that service resources can track their
EDITIONS
time and work. Specify the time period each time sheet covers, such as a week or month, and track
specific tasks, travel time, and break time. Time sheets are created one day before their start date. Available in: Lightning
You can only create time sheets for service resources of the type Technician. Experience
1. From Setup, enter Time Sheet Settings in the Quick Find box, then select Time Sheet
Settings. features, managed
2. Click New and enter details for the time sheet template. package, and mobile app
Editions.
USER PERMISSIONS
To create time sheets:

• Create on time sheets
To view time sheet entries:
• Read on time sheets
time sheet entries:
• Edit on time sheets
301
a. For Label, enter a descriptive name for the template so that you can distinguish it from others.
b. For Name, enter an API name for the template that uses underscores instead of spaces.
c. For Start Date, enter the date that you want the time sheet template to take effect. Because the time sheet autocreation job
runs once per day, we recommend setting a start date that is at least 24 hours in the future.
d. For Frequency, select the time range that you want each time sheet to cover. New time sheets are automatically created on
the frequency you specify. For example, if you select Daily, a time sheet is created every day. If you select Monthly, each time
sheet covers an entire month, beginning on the start date that you entered.
e. For Work Week Start Day, select the day that you want each work week to begin on.
f. For Work Week End Day, select the day that you want each work week to end on.
g. Enter a description for the time sheet template.
h. Mark the time sheet template as Active.
Important: Time sheets are automatically created only if the template is marked Active.
3. Assign the time sheet template to user profiles.

a. Click Assign to Profiles.
b. Select at least one user profile that you want to assign the time sheet template to, and click Change Assignments.
c. Under Time Sheet Setting, select the time sheet template you want the profiles to use, and click Save.
302
The template name appears next to each profile that you assigned it to.
To confirm that time sheets were created successfully, navigate to Time Sheets in the App Launcher, and create list view filters. If the
autocreation process can’t create a time sheet, it doesn’t retry. If a time sheet isn’t created as expected, you can manually create it.
Important: Editing the frequency of an existing time sheet template isn't recommended. To avoid errors, first deactivate the
existing template. Then create a template with the correct frequency, mark it as active, and assign it to the desired user profiles.
Considerations for time sheets:
• If you add a required custom field that uses custom values, time sheets aren't automatically created.
• Using the same work week start day and work week end day results in a work week that is one day long.
• The Twice a month frequency uses days 1–15 as the first half of the month and days 16–31 as the second half of the month.
• Start date defines the day your time sheet begins. So if your time sheet template's start date is on a Tuesday, your work week start
day is Monday, and you set the frequency to every two weeks, the first time sheet starts on Tuesday. The time sheet autocreation
job creates the first batch of time sheets when it runs on Monday. Thereafter, time sheets start on Mondays, and they are automatically
created when the job runs on Sundays.
• Time sheet templates aren't included in updates to the managed package.
SEE ALSO:
Time Sheet Fields
303
Field Service Create Service Resource Absences for Field Service
Create Service Resource Absences for Field Service

Create resource absences to indicate when a service resource is unavailable to work. During schedule
USER PERMISSIONS
optimization, service resources aren’t assigned to appointments that conflict with their absences.
View and manage absences from the Absences related list on service resource records. To view resource absences:
1. From the Absences related list on a service resource, click New. To create a set of regularly • Read on service
resources
scheduled absences, click New Recurring Absence and fill out the form.
When modifying recurring absences, you can only modify them one at a time. For example, if To create and update
resource absences:
a resource had a regularly scheduled appointment every Wednesday, and now that appointment
• Read and edit on service
occurs every Thursday, you must create a new recurring absence. If they must change their
resources
appointment time and date only a few times, you can modify individual absences in the pattern.
To add or edit picklist values:
2. *Select Non Availability as the record type. The Break record type is used to automatically • Customize Application
create breaks during schedule optimization. To customize the Field
3. Select an absence type: Vacation, Meeting, Training, or Medical. Service managed package:
Tip: Add more absence types by updating the Type picklist on the resource absence
object in Setup. Don’t use Break as a picklist value; the managed package uses that
name.
4. Enter a start and end time and description.

5. *Optionally, add a Gantt label. The Gantt label appears on the absence in the Gantt. For example, Bahamas or Driver Training.
Note: Gantt labels aren’t available on Break resource absence or Recurring absence types.
6. Optionally, enter an address, such as a training location. For absences that don’t span an entire shift—like a morning medical
appointment—the absence address is used to determine travel time to and from adjacent service appointments. Appointments
aren’t scheduled during dedicated travel time.
*If the Field Service managed package isn’t installed, you don’t see options to select a record type or enter a Gantt label.
The Gantt shows breaks to the left of travel to appointments. If a break is planned during travel time, optimization can still schedule the
appointment. The resource can drive, take the break at the specified time, and then complete the travel.
If an absence doesn’t have an address, optimization uses the resource’s home base to calculate travel time to the next service appointment.
For a more precise travel estimate, add an address to the absence, such as the location of the previous appointment or an address for
the break. With Enhanced Scheduling and Optimization, optimization and scheduling actions use the location of the last event (Service
Appointment or Resource Absence) that has a location to calculate the travel time to the next event.
Non Availability absences are shown on the Gantt with a “no entry” icon, while Break absences are shown with a cup icon. Update the
Gantt Color field on a resource absence to customize its color on the Gantt.
304
Field Service Create Service Resource Absences for Field Service
With Enhanced Scheduling and Optimization, a lunch break is created when there's a full-day resource absence.
Note: If a service resource of type Crew has resource absences, those absences are considered in scheduling and shown on the
Gantt. Absences associated with individual crew members’ corresponding service resources aren’t considered.
SEE ALSO:
View Resource Absences on the Field Service Gantt and Map
Create Resource Absences in the Field Service Mobile App
305
Field Service View a Field Service Resource’s Daily Travel Route

The scheduling optimizer uses street-level routing to schedule your mobile worker’s day
EDITIONS
appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the
actual route taken. You can see both the planned and actual routes together on the resource map Available in: both Salesforce
view. Classic (not available in all
orgs) and Lightning
Experience
Important: To view travel routes, enable street-level routing. The Field Service core
features, managed
To navigate to a service resource’s map, start from the dispatcher console resource list. Click Details
in a resource’s action menu, and then click the Map tab. You can also view a service resource’s
scheduled appointments on the main dispatcher console map by selecting the service resource in
the Map Layers settings. Editions.
At the top of the map, select which date to show, and choose one or more types of data to display: Route (shown in blue), Actual Route
(shown in pink), and Traffic. The actual route can be shown only if history tracking is set on the service resource’s Last Known Location
field and geolocation tracking is turned on for them.
A truck icon signifies an appointment. An X icon signifies a resource absence with a valid address, meaning its latitude and longitude
can be calculated.
Note: To show or hide resource absences on the map, from the App Launcher, find and open the Field Service Admin app, and
then click Field Service Settings. Then, click Dispatcher Console UI > Gantt Configurations and select or deselect Show
absences on resource map.
On the right-hand side of the map, you can show or hide the route details pane. The pane shows the travel profile with details such as
the vehicle type and the route according to the selected travel mode. For example, quickly see whether the route includes the use of
toll roads or whether hazmat considerations exist. The travel profile is shown when you’re using Enhanced Scheduling and Optimization
and a travel mode is assigned to that territory or territory member. To zoom in on an appointment, hover over the appointment number
in the pane and click Center on Map.
306
Field Service View a Field Service Resource’s Daily Travel Route
Note: If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments,
and absences), the resource map shows only the first 23 stops on the route and displays an error. This is a Directions API limitation.
SEE ALSO:
Set Up Travel Modes
307
Field Service View a Field Service Resource’s Calendar

Resource detail pages include a customizable calendar that shows the resource’s scheduled
EDITIONS
appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability,
and helps resources stay on top of their schedule. Available in: both Salesforce
orgs) and Lightning
To view a service resource’s calendar, navigate to their detail page from the Service Resources tab Experience
and scroll to the Calendar tab. Click a field on a calendar entry to open the corresponding record
in a new tab.
features, managed
Note: If you don’t see the calendar on resource pages, add the VF079_ResourceCalendar package, and mobile app
Visualforce component to the service resource page layout. are available in Enterprise,
Editions.
USER PERMISSIONS
To edit field sets:

To edit page layouts:
Here’s how to control which information appears in the calendar.

1. To control which fields appear in calendar entries for service appointments and resource absences, customize field sets.
• The Service Appointment Resource Calendar Display field set controls what information appears on the calendar entry.
308
Field Service View a Field Service Resource’s Calendar
• The Service Appointment Resource Calendar Tooltip field set controls what information appears in a tooltip when you hover over
the calendar entry.
• The Resource Absence Resource Calendar field set controls what information appears on a resource absence calendar entry.
• The Absence Resource Calendar Tooltip field set controls what information appears in a tool tip when you hover over the calendar
entry.
For more details, see Customize the Dispatcher Console with Field Sets.
2. To color-code resource absences on the calendar, update the Gantt Color field on resource absences with a 6-digit hex code.
This field lets you represent different types of absences with different colors—for example, lunch breaks in red and internal meetings
in green.
Tip: Use Process Builder to automate the color-coding of resource absences.
309
Field Service Manage Field Service Crew Membership

Efficiently manage your service crews to accommodate a fast-changing field service schedule.
EDITIONS
Create crews, find and add members with the right skills, adjust membership dates to match
appointment times, and view all crews’ schedules and members in one place. Available in: both Salesforce
While you can manually manage service crew membership from the Service Crew Members related Classic (not available in all
list on service crew records, we recommend using the drag-and-drop crew management tool. orgs) and Lightning
Experience
1. Create your service crews. The crew management tool only shows crews with an active service features, managed
resource of type Crew. package, and mobile app
Editions.
USER PERMISSIONS
To view service crew

members:
• Read on service crews
AND
Read on service
resources
To create service crews
using the crew
management tool:
• Create on service crews
AND
Create on service
resources
AND
Edit on service territories

service crew members:
• Edit on service crews
310
2. Open the crew management tool by clicking the Crew Management tab or opening the Lightning page that contains it.
Note: If you have trouble finding it, ask your admin to follow the steps in Set Up Crew Management and let you know where
the tool is located.
3. In the top-right corner, select a date and number of days to display.

4. In the sidebar, click the map icon to view a list of territories with active service crews. Select territories whose crews you want to see
and click Save. After you select territories, each crew’s schedule and members appear in the chart.
Now that your dates and service territories are selected, it’s time to manage crew membership.
View Crew Details
Hover over a crew name in the chart to see the skills that its members need. To update these skills, navigate to the associated service
resource record of type Crew and update the Skills related list.
311
Hover over a service crew membership in the chart to view the membership start and end dates. Crew leaders appear with a star.
View Appointment Details

In any Crew Schedule row, hover over an appointment to view its details. A red flag icon means that the assigned service crew
doesn’t yet comply with the minimum crew size or skill requirements listed on the appointment’s parent record. View skill and crew
size alerts at the bottom of the hover window.
Double-click an appointment to open a window that shows the appointment’s fields and its parent record’s fields and related records.
Find the Right Crew Member
If the territory filter is visible in the sidebar, click the map icon to hide it and show the service resource list. The sidebar shows service
resources who are members of the selected service territories during the dates shown on the chart.
• Click a service resource’s name in the sidebar to view their skills, service territory membership, and service crew membership.
Click the card icon to the right of their name to view the service resource record.
• Select a scheduling policy using the Policy dropdown menu.
• Filter service resources by skill in one of two ways:
– Click the filter icon in the resource list to select skills to filter for.
– Click Match Crew Skills on a crew to show only service resources with the skills listed on the crew’s service resource record
of type Crew.
312
• If an appointment shows missing skills or members, right-click the appointment and click Get Candidates to filter the resource
list based on skills, availability, and operating hours. If the crew just needs members, all available resources are shown. If skills
are missing, available service resources with the missing skills are shown first. Select one or more resources and click Assign
Selected to add them to the crew for the appointment’s time frame.
313
Add a Service Resource to a Crew

Add service resources to crews by dragging them from the resource list. To add multiple resources at once, select them in the list
before dragging.
• Drag a resource onto a crew’s name to add them to the crew for the dates shown on the chart. A window opens where you can
update crew membership dates and make the resource the crew leader.
• Drag a resource onto another resource’s service crew membership to create an identical crew membership.
• Drag a resource onto an appointment to create a crew membership for the appointment’s time frame.
314
Field Service Manage Field Service Appointments
Note: When creating a service crew membership it is recommended to align it with the resource's start of day.We recommend
using 00:00 because it aligns with Field Service’s default Start of Day, which is 00:00. However, you can set a custom Start of
Day on Service Resource Availability work rules if the default doesn’t make sense—for example, if your team typically works
night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click Field Service Settings > Scheduling
and select Set the hour that starts a new day based on the Availability rule(s). If the applied scheduling policy uses a
custom Start of Day, set your service territory memberships to start and end at that time rather than at midnight.
Edit or Delete Crew Membership
Double-click a crew membership in the chart to edit its dates, make the resource the crew leader, or delete the membership.
SEE ALSO:

Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby
EDITIONS
appointments, and fill schedule gaps.
Create Service Appointments for Field Service Classic (not available in all
Service appointments represent field service visits to customers. While work orders describe orgs) and Lightning
the work to be performed, service appointments provide the scheduling and assignment details. Experience
Schedule Service Appointments for Field Service The Field Service core
Schedule service appointments from the record feed or from the appointment list in the features, managed
dispatcher console. You can also create scheduling dependencies between service appointments package, and mobile app
to organize larger jobs, or schedule an appointment by manually updating its status.
Unschedule Field Service Appointments Editions.
Unschedule service appointments from the dispatcher console or a service appointment record.
Reschedule Service Appointments in Field Service
To reschedule service appointments, use the Book Appointment Chatter action or the Reshuffle action in the Gantt.
Fix Field Service Scheduling Overlaps
If a service appointment overlaps with other appointments or absences, use the Fix Overlaps feature in Field Service to harmoniously
reschedule appointments.
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Field Service Create Service Appointments for Field Service
Group Nearby Field Service Appointments

To minimize travel time or gaps between appointments in Field Service, use the Group Nearby Appointments action on a service
appointment. This feature unschedules appointments that were scheduled later that day and replaces them with appointments
that are close in location to the source appointment.
Fill Schedule Gaps in Field Service
To fill gaps in a service resource’s schedule, use the Fill-In Schedule feature. This feature creates a list of appointments for a mobile
worker and finds the optimal schedule.
Customize Field Service Appointment Chatter Settings
In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments
or on service appointment parent records.
Dispatch Field Service Appointments
Dispatch scheduled service appointments to your mobile workers. You can dispatch appointments from the console, or set up jobs
that automatically dispatch or drip feed the next appointments.
SEE ALSO:
Create Service Appointments for Field Service

Service appointments represent field service visits to customers. While work orders describe the
EDITIONS
work to be performed, service appointments provide the scheduling and assignment details.
Service appointments can be added to work orders, work order line items, opportunities, leads, Available in: both Salesforce
accounts, or assets. To create a service appointment: Classic (not available in all
orgs) and Lightning
1. From the Service Appointments tab or the Service Appointments related list on a record, create
Experience
a service appointment.
2. Fill out the General Information section. The Field Service core
features, managed
a. Add an appointment subject and description. package, and mobile app
b. If needed, update the duration. If the parent record is a work order or work order line item, are available in Enterprise,
the appointment inherits its duration from its parent. Unlimited, and Developer
Editions.
c. Fill out the Earliest Start Permitted and Due Date, which together represent the window
during which the appointment must be completed. These fields typically represent terms
in the customer’s service-level agreement. USER PERMISSIONS
d. In the Service Note field, add notes such as an appointment summary or recommendations. To create service
Depending on your settings, these notes can appear on customer-facing service reports. appointments:
• Create on service
3. Fill out the Scheduled Times section. appointments
a. Add scheduled start and end times. If you’re using the Field Service managed package with To create assigned
schedule optimization, these fields are populated when the appointment is scheduled. resources:
b. Optionally, define an arrival window, which is the window of time when the mobile worker • Edit on service
appointments AND Read
is expected to arrive at the site. This window is typically larger than the scheduled start and
on service resources
end window to allow time for delays and scheduling changes. You may choose to share
the arrival window start and end with the customer, but keep the scheduled start and end To update or delete
assigned resources:
internal-only.
• Edit on service
appointments
316
Field Service Create Service Appointments for Field Service
4. Assign service resources to the appointment in the Assigned Resources related list. If the parent record is a work order or account,
check the parent for any resource preferences.
Note:
• Service resource who are dispatchers can’t be assigned to service appointments.
• In the Gantt, service appointments are labeled using their appointment number. To customize a service appointment's
label, fill in the Gantt Label field on the appointment record.
• If an assignment is made during scheduling or optimization—Field Service managed package features—assigned resource
records are automatically created.
• If an appointment has more than one assigned resource, only the first created assigned resource is recognized in scheduling
and in the dispatcher console. However, if the appointment is assigned to a service resource of type Crew, assigned resource
records are auto-created for the crew members, and the assignment details are displayed correctly in the dispatcher
console.
5. When the mobile worker completes the appointment, have them fill out the Actual Times section to indicate when the appointment
started and ended. In addition, they can enter the minutes it took to travel to the appointment in the Actual Travel Time field on
their assigned resource record.
If Auto-Create Service Appointment is selected on a work type, a service appointment is created when a work order or work order
line item lists that work type. For details, see Create Work Types for Field Service.
Guidelines for Creating Service Appointments for Field Service

A service appointment tracks field service work to be performed for a customer, and is typically associated with a work order or work
order line item. Learn how to create and manage service appointments.
SEE ALSO:
Guidelines for Creating Service Appointments for Field Service

A service appointment tracks field service work to be performed for a customer, and is typically
EDITIONS
associated with a work order or work order line item. Learn how to create and manage service
appointments. Available in: both Salesforce
View Service Appointments Classic (not available in all
View service appointments in the following places: orgs) and Lightning
Experience
• Service Appointments tab
• Service Appointments related list on work orders, work order line items, or service resources The Field Service core
features, managed
• Dispatcher console
Create Service Appointments are available in Enterprise,
Create service appointments from the Service Appointments tab or related list, or with the Book Unlimited, and Developer
Appointment, Candidates, and Emergency Chatter actions in a record feed. Editions.
Note: On the Service Appointments related list on a service resource record, you can’t
create appointments, but you can assign the resource to existing appointments.
Delete Service Appointments
If an appointment is canceled, you can delete the appointment or change its status to Canceled. Deleting a parent record, like a
work order, deletes its child service appointments.
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Field Service Schedule Service Appointments for Field Service
Associate Service Appointments with Other Records

Service appointments always have a parent record, which can be a work order, work order line item, opportunity, account, or asset.
The parent record tells you about the nature of the service appointment:
• Service appointments on work orders and work order line items offer a more detailed view of the work being performed. While
work orders and work order line items let you enter general information about a task, service appointments track scheduling
and ownership. If you select Auto-Create Service Appointment on a work type, a child service appointment is added to all
work orders or work order line items that use the work type. In scheduling and optimization, service appointments are scheduled
according to your settings.
• Service appointments on assets represent work being performed on the asset.
• Service appointments on accounts represent work being performed for the account.
• Service appointments on opportunities represent work that is related to the opportunity.
• Service appointments on leads represent work that is related to lead—for example, a site visit to pursue a promising lead.
SEE ALSO:
Schedule Service Appointments for Field Service

Schedule service appointments from the record feed or from the appointment list in the dispatcher
EDITIONS
console. You can also create scheduling dependencies between service appointments to organize
larger jobs, or schedule an appointment by manually updating its status. Available in: both Salesforce
Schedule Appointments from the Record Feed orgs) and Lightning
In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and Experience
reschedule service appointments for work orders, work order line items, accounts, assets, leads, The Field Service core
and opportunities, or from a service appointment itself. To reflect different visits, you can features, managed
schedule one or more service appointments for a record. package, and mobile app
Schedule Appointments from the Dispatcher Console are available in Enterprise,
You can schedule service appointments from the Field Service dispatcher console by using the
Editions.
mass schedule action or by dragging them onto the Gantt.
Schedule an Appointment Automatically
Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the
best available slot based on your scheduling policy.
To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments.
Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a
certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two
appointments must start at the same time.
Schedule Appointments Using Priorities
Schedule critical Field Service appointments over less urgent visits. When a scheduling action can’t find an available time slot, it
overlaps lower priority appointments with services that you specify as high priority.
Schedule Emergency Appointments
In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency
Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.
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Update a Field Service Appointment’s Status

You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places
in Salesforce.
SEE ALSO:
Create Service Appointments for Field Service
Unschedule Field Service Appointments
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Schedule Appointments from the Record Feed

In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule
EDITIONS
service appointments for work orders, work order line items, accounts, assets, leads, and
opportunities, or from a service appointment itself. To reflect different visits, you can schedule one Available in: both Salesforce
or more service appointments for a record. Classic (not available in all
orgs) and Lightning
Experience
Tip: For help scheduling emergency appointments, see Schedule Emergency Appointments. The Field Service core
features, managed
Action Used By Options Provided package, and mobile app
Book Support agents or Arrival windows, which are based on the default Unlimited, and Developer
Appointment customers. For example: operating hours selected in your appointment Editions.
• Agents can use it to booking settings.
book an appointment Note: If you’ve added customer-specific USER PERMISSIONS
for a customer over the operating hours to an entitlement on the
phone related work order, the options provided To schedule an appointment
• Customers can use it if are based on those hours. using the Book Appointment
or Candidates action:One of
the action is embedded
these custom permission
in your Experience sets:
Builder site
Note: To ensure Permissions
that Experience • Field Service Agent
Builder site users Permissions
have sufficient • Field Service Dispatcher
access to the data Permissions
required to perform To view the Change
appointment Scheduling Policy field on
booking, we the Book Appointment
recommend using action:
the Appointment • Policy Picker In
Booking Appointment Booking
Communities custom permission
Lightning AND
component, and not Read permission on the
the standard Scheduling Policy object
Visualforce
To view the Change
component.
Scheduling Policy field on
the Candidates action:
Candidates Typically, only support Appointment time slots, organized by service
• Policy Picker In Get
agents. resource. The time slots are based purely on Candidates custom
empty space in mobile worker schedules, not permission
arrival windows, making this action ideal for
AND
appointments where no coordination is needed
Read permission on the
with the customer.
Scheduling Policy object
320
1. Open the record that requires an appointment.

2. In the Chatter feed, select either Book Appointment or Candidates based on your needs. If the action isn’t available, select the
page layout and add the quick action. For appointment booking, we recommend that you add the action; don’t add the
AppointmentBookingVf Visualforce page using Lightning App Builder.
Note: Avoid putting the Book Appointment, Candidates, and Emergency chatter quick actions in Salesforce Classic
Publisher and Salesforce Mobile and Lightning Experience as the first actions in your page layout to prevent triggering these
actions every time a record is loaded.
Note: Adding global actions into flows using Lightning Web Components isn't supported.
3. If you’re creating an appointment for a work order or work order line item, leave the work type as is. It’s defined on the parent record
and can’t be updated from the Chatter action window.
The work type serves as a template that provides skill requirements, duration, and other data used in scheduling the work.
4. Optionally, update the address and service territory, which are typically inherited from the parent record.
Note: When an appointment isn’t geocoded with a latitude and longitude, Book Appointment geocodes it and formats the
address as follows.
Street number and Street name (the number is always first)
City, State, Zipcode
Country
5. To view time slots for yourself only, click Assign to Me. You see this option if you’re associated with a service resource record and
the default scheduling policy includes a Required Resources work rule.
6. If you clicked Book Appointment:
a. To change the earliest start permitted and due date, click Show more options.
b. To view a graded list of available arrival windows, click Get Appointments. The list considers all scheduling constraints, such
as the current schedule and work rules, and is graded according to the service objectives. Depending on your appointment
booking settings, arrival windows can be flagged as Ideal or Recommended or shown in yellow to indicate a prime window. To
see how each window ranks against the scheduling policy’s service objectives, click its information icon.
c. To view a wider range of service appointment dates, click Extend Dates.
d. To create the service appointment, select an arrival window. You can then view its details.
7. If you clicked Candidates:

a. Click Get Candidates to view a list of available service resources.
b. Click a resource’s name to view their open time slots, which are scored 0–100 based on how well the slot matches the applied
scheduling policy.
c. To schedule the appointment, select a time slot in a resource’s list and click Schedule to [name].
8. To rerun the search using a different scheduling policy than the default policy, select a policy in the Change Scheduling Policy
field.
Book Appointment Window
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Candidates Window
322
Note: Booking from objects other than work orders or work order line items creates a work order, and the service appointment
is created for that work order. For instance, booking an appointment from an asset record creates a related work order and service
appointment.
Note: Pinned service appointments can't be rescheduled using the Book Appointment, and Get Candidates scheduling actions.
Note: Choosing the same or adjacent appointment slots at the same time can create overlaps on the dispatch console. Service
appointment overlaps can occur if there are long-running customizations. We recommend such customizations be asynchronous.
Travel or lunch break overlaps can also occur. Contact your Salesforce rep to change the custom setting that checks for appointment
changes during the entire day, and prevents travel overlaps. In this case, false positive errors can occur if there’s no real overlap.
SEE ALSO:
323
Schedule Appointments from the Dispatcher Console

You can schedule service appointments from the Field Service dispatcher console by using the
EDITIONS
mass schedule action or by dragging them onto the Gantt.
Note: You can schedule service appointments that are part of a dependency group using orgs) and Lightning
Enhanced Scheduling and Optimization with one of these options: from the dispatcher console Experience
map, from the mini view, or by using the mass schedule action. In such cases, the scheduling The Field Service core
engine schedules the entire dependency group to the first available option it finds, regardless features, managed
of the scheduling policy’s objectives. package, and mobile app
Drag an Appointment from the Appointment List to the Gantt
Editions.
Schedule an appointment by dragging it from the appointment list into any service resource’s row
on the Gantt.
Note: You can also drag to reschedule a pinned service appointment.
If the assignment causes a rule violation (for example, if the resource doesn’t possess the required skill), the appointment is marked with
a yellow triangle. Hover over the appointment to view its details and rule violations.
Note: Rule violations occur only when a service appointment is scheduled using the dragging method.
Customize the drag settings from the Field Service Admin app.
2. Click Dispatcher Console UI.
3. In the Drag jumps on Gantt field, enter the minutes segment. For example, if you enter 15, you can drag an appointment into slots
starting at 0, 15, 30, and 45 minutes after the hour.
Schedule an Appointment from the Map

Schedule an appointment directly from the dispatcher console map. First, pop out the map by clicking on the Map tab, and then
click an appointment icon (1) to display its details. Click Schedule (2) to schedule the appointment, or drag the shaded appointment
icon (3) from the details window into any service resource’s row on the Gantt. If you use the dragging method, the information about
rule violations applies.
324
Schedule an Appointment from the Mini View

Click a service appointment in the appointment list to show a mini view of the appointment. At the bottom of the mini view, click
Schedule. The service appointment is scheduled according to the scheduling policy selected at the top of the appointment list.
If no candidates are available, you can bypass the scheduling policy’s rules and objectives or select a different scheduling policy.
Use the Mass Schedule Action

Select one or more appointments in the appointment list, and click Schedule above the appointment list search field. Appointments
are scheduled in priority order. A progress bar appears in the bottom-right corner during the scheduling process.
When scheduling is complete, click View Service Appointments to review the details.
SEE ALSO:
Working in the Field Service Dispatcher Console Appointment List
325
Schedule an Appointment Automatically

Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment
EDITIONS
itself. Auto Schedule finds the best available slot based on your scheduling policy.
To grade available time slots, Auto Schedule uses rules and objectives in a scheduling policy. In the orgs) and Lightning
Field Service Admin app, specify the default policy in Field Service Settings > Dispatcher Console Experience
UI > Gantt Configurations. To override the default, add the Scheduling Policy Used field to the
service appointment layout. Before you auto-schedule the appointment, select a scheduling policy
features, managed
in this field.
1. Customize the service appointment page layout, and add the Auto Schedule field. Optionally, are available in Enterprise,
add the Scheduling Policy Used field. Unlimited, and Developer
2. Open the service appointment that you want to schedule, and select Auto Schedule. Optionally, Editions.
select a scheduling policy to use instead of the default policy.
3. Click Save. USER PERMISSIONS
If Auto Schedule is selected on a service appointment, wait until the appointment’s location is To auto-schedule from a
geocoded before scheduling it. In the Field Service Admin app, under Field Service Settings > service appointment: One of
Scheduling > General Logic, select Delay auto-scheduling until appointments are geocoded these custom permission
and save your changes. sets:
Note:
• FSL Agent Permissions
• The Delay auto-scheduling until appointments are geocoded setting doesn’t apply • FSL Dispatcher
to appointments without an address (such appointments are scheduled without delay). Permissions
Auto Schedule uses the scheduling policy listed in the appointment’s Scheduling Policy
Used field. If no policy is listed, the default scheduling policy in your Appointment Booking
settings is used.
• Delay auto-scheduling until appointments are geocoded works only if the Data
Integration Rule for Service Appointment Address has Bypass triggers turned off.
• We recommend waiting for the Auto Schedule to complete before updating a service
appointment, otherwise your update could trigger the Auto Schedule before the service
appointment is geocoded.
Auto Schedule tries to find the best slot for the appointment. It’s then deselected in the appointment record regardless of whether
scheduling is successful.
326

To stay on top of complex projects and multistage work, create scheduling dependencies between
EDITIONS
related service appointments. Scheduling dependencies help you account for situations when
technicians need to perform related service appointments in a certain order. For example, ensure Available in: both Salesforce
that a particular appointment can’t start until a related appointment is complete or that two Classic (not available in all
appointments must start at the same time. orgs) and Lightning
Experience
Watch the video to see how to use scheduling dependencies to stay on top of related service
features, managed
appointments.
Watch a video are available in Enterprise,
Get to know the common terms used in complex work. Editions.
Scheduling Dependency
Synonyms: Complex work, multistage work
Dependencies are the relationships between service appointments that must be followed in order to meet your business needs.
Dependencies cover scenarios where appointments happen in a certain order or must be assigned to the same person. You can set
up dependencies that ensure appointments happen at the same time, consecutively, or consecutively and immediately one after
another.
Dependent appointments
Synonyms: Group or set of dependent appointments; chain of appointments
Throughout the documentation, dependent appointments refers to the related appointments defined in the Scheduling Dependencies
section of a service appointment detail page. It includes the related appointments and the type of dependencies.
Dependency type
The logic that defines how two appointments are related. For example, Same Start appointments must begin at the same time. The
dependency types are:
• Same Start—The appointments must start at the same time.
• Start After Finish—One appointment can’t start until the other is complete. Optionally, assign both appointments to the same
service resource.
• Start After Finish and Same Day—One appointment can’t start until the other is complete. Schedule both appointments for the
same day. Optionally, assign both appointments to the same service resource.
• Immediately Follow—Schedule the appointments back-to-back on the same day, and assign them to the same service resource.
Set Up Complex Work

Get ready to create scheduling dependencies, also known as complex or multistage work. Update page layouts, activate dependency
types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization.
Create Complex Work
Model complicated realities with scheduling dependencies between appointments. Relate multiple service appointments so that
scheduling and optimization can account for the dependencies. Each appointment’s parent record must be a work order.
Considerations and Limitations for Complex Work
In Field Service, scheduling dependencies help you accurately model work that happens in stages, also called multistage work, and
other sets of related appointments. Before you create service appointment dependencies, review the considerations and limitations.
327
Set Up Complex Work

Get ready to create scheduling dependencies, also known as complex or multistage work. Update
EDITIONS
page layouts, activate dependency types, and turn on complex work for any service territories that
aren’t using Enhanced Scheduling and Optimization. Available in: both Salesforce
orgs) and Lightning
1. To show complex work features, customize the service appointment page layout. Experience
a. In the layout editor, open the service appointment page layout. The Field Service core
b. Add a single-column section to the layout. Name it Scheduling Dependencies features, managed
or something similar. package, and mobile app
c. Select Visualforce Pages and drag the vf739_ComplexWork page to the new section. Unlimited, and Developer
d. Click the wrench icon on the Visualforce page to show its properties. Set the height in pixels Editions.
to 600.
e. Ensure that these fields aren’t on the service appointment page layout. These fields were USER PERMISSIONS
used before complex work was available, and aren’t needed. If these fields appear in their
own section, remove the section. To customize page layouts:
• Time Dependency
To edit Field Service settings:
• Same Resource
• Same Day permission set
• Related Service
2. Activate the picklist values for dependency types.

a. From the object management settings for appointment dependencies, go to Fields & Relationships.
b. Select the Dependency field. Activate the dependency values that you want to be available for complex work.
Dependency types are:
• Same Start
• Start After Finish
• Start After Finish And Same Day
• Immediately Follow
3. Enable complex work for service territories that aren’t using Enhanced Scheduling and Optimization. If complex work isn’t enabled,
you can create relationships between appointments, but scheduling operations aren’t supported. This step isn’t required for service
territories using Enhanced Scheduling and Optimization.
b. Click Scheduling > General Logic.
c. Under Complex Work, select Enable complex work.
d. If you want related service appointments to always be scheduled in the same scheduling operation, select Use all-or-none
scheduling for related appointments. This setting prevents two service appointments with a dependency between them
from being scheduled separately. It doesn’t apply to scheduling dependencies with three or more appointments.
4. Optionally, to control which fields are shown in the search results, modify the Service Appointments List Columns field set.
328
Create Complex Work

Model complicated realities with scheduling dependencies between appointments. Relate multiple
EDITIONS
service appointments so that scheduling and optimization can account for the dependencies. Each
appointment’s parent record must be a work order. Available in: both Salesforce
orgs) and Lightning
1. On a service appointment’s detail page, find the Scheduling Dependencies section. Experience
2. Select two appointments that relate to each other. One appointment must be the service The Field Service core
appointment that you’re viewing. features, managed
3. Select a dependency type: package, and mobile app
Same Start The appointments must start at the same Unlimited, and Developer
time. Editions.
Start After Finish The appointment in the First Appointment

USER PERMISSIONS
field can’t start until the appointment in the
Second Appointment field is complete. To create scheduling
dependencies:
Start After Finish and Same Day The appointment in the First Appointment
• Edit on service
field can’t start until the appointment in the
appointments
Second Appointment field is complete.
Schedule both appointments for the same
day.
Immediately Follow Schedule the appointments back-to-back on

the same day, and assign them to the same
service resource.
Note: For dependency types Start After Finish and Start After Finish and Same Day, you can also add a Same Resource
dependency.
4. Click Create Dependency.

5. To add another appointment to the dependency group, select two related appointments, one of which is in the dependency group.
Select the dependency type and click Create Dependency.
The service appointment is added to the dependency diagram and the list of appointments.
Example: Fix a Skylight

A customer reports a leaking skylight that has damaged a section of the ceiling. The support agent creates a work order to address
the problem and adds two service appointments: one to fix the skylight (SA-003), and one to repair the ceiling (SA-004). The
skylight must be fixed before the ceiling is repaired, so the agent creates a Start After Finish dependency between SA-004 and
SA-003. That way, scheduling processes can make sure the ceiling repair appointment starts after the skylight is repaired.
The agent wants the same person to do both assignments, so they select Assign appointments to the same service resource.
After the agent adds the dependency, it’s visible in a diagram and listed in the Scheduling Dependencies section.
329
But the technician can’t fix the skylight alone. They need the right glass for the skylight. A second appointment, “Deliver skylight
glass” (SA-005) must start at the same time as appointment SA-003 to fix the skylight. So the agent selects the two appointments
and chooses the Same Start dependency type. After the agent adds the dependencies, all three appointments are visible in the
diagram (1) and the two dependencies are listed in the Scheduling Dependencies section (2).
330
You can now schedule the appointments. Appointments with dependencies can be scheduled in the usual ways—scheduling
quick actions, the dispatcher console, and optimization—or by clicking Schedule Appointments in the Scheduling Dependencies
section.
331
Considerations and Limitations for Complex Work

In Field Service, scheduling dependencies help you accurately model work that happens in stages,
EDITIONS
also called multistage work, and other sets of related appointments. Before you create service
appointment dependencies, review the considerations and limitations. Available in: both Salesforce
orgs) and Lightning
When you set up appointments with scheduling dependencies, known as complex work, keep Experience
these considerations and limitations in mind.
features, managed
General Considerations package, and mobile app
• If a set of dependent appointments spans multiple service territories, you must select all territories
in the optimization request for the appointments to be scheduled.
Editions.
• To be considered for Same Resource dependencies when you’re not using Enhanced Scheduling
and Optimization, each service resource must have a single service territory membership. A
chain of appointments in complex work can’t span different service territory memberships.
• Pinned service appointments aren’t counted in services sent in an optimization request or the number of scheduled services.
• To view a service appointment’s related appointments from the Gantt, right-click the appointment and select Show related.
General Limitations
• Experience Builder site dispatchers can access this feature only when using Enhanced Scheduling and Optimization.
• You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can
manually drag service appointments to capacity-based resources, but scheduling and optimization don’t schedule those appointments.
You can manually schedule the appointments.
• The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment is part of a scheduling
dependency, its scheduled end date isn’t calculated when the appointment is scheduled.
Complex Work for Service Territories Using Enhanced Scheduling and Optimization
• Scheduling and optimization processes use all-or-none logic to ensure that all appointments in a scheduling dependency are
scheduled.
• If you use the Same Resource dependency option, the assigned service resource must have a valid service territory membership in
each territory where the work occurs.
• Service appointments can overlap on the Gantt in these cases.
– If a dependent appointment is pinned, the scheduling logic looks for time on the Gantt to add the dependent appointments.
Because the pinned appointment isn’t flexible, it can cause overlaps, for example with travel times.
– If a dependent appointment is pinned and overlapping with an appointment, break, or travel time, complex work doesn’t try to
schedule the other appointments in the dependency group. The overlap remains.
• Enhanced Scheduling and Optimization supports up to five service appointments in a dependency group. You can create a dependency
group with more than five service appointments for dispatchers to manually schedule.
Complex Work for Service Territories Not Using Enhanced Scheduling and Optimization
• Service territories without Enhanced Scheduling and Optimization use all-or-none logic only when you select Use all-or-none
scheduling for related appointments.
332
• To be considered for Same Resource dependencies, each service resource must have a single service territory membership. A set of
dependent appointments can’t span different service territory memberships.
• You can create dependencies between more than two appointments, except for consecutive work. However, when you schedule
the appointments, dependencies are enforced for only two appointments at a time, even if you select Use all-or-none scheduling
for related appointments.
• For dependencies that include more than two service appointments, scheduling and optimization don’t guarantee that all the
dependent appointments are scheduled. For example, in a set of four dependent appointments, the first two appointments can be
scheduled but not the third or fourth.
• Scheduling operations (such as Get Candidates, Book Appointment, or the Schedule action) don’t necessarily consider all dependencies
in a set of appointments. If some appointments aren’t scheduled it can result in rule violations.
• If an appointment in a dependency group with three or more appointments is scheduled, when optimization runs it considers those
appointments as pinned. Optimization doesn’t schedule, reschedule, or unschedule those appointments.
Consecutive Work Considerations and Limitations

You can create consecutive work with the Immediately Follow dependency type. Keep in mind these considerations and limitations.
• Service territories using Enhanced Scheduling and Optimization can use the Immediately Follow dependency type to connect up
to five service appointments. In territories that don’t use Enhanced Scheduling and Optimization, you can create Immediately Follow
dependencies for only two service appointments. You receive an error after adding a third appointment with this dependency type.
• Scheduling and optimization don’t support predictive travel, crews, resource efficiencies, reshuffle actions, fixed gaps, or multiday
work with consecutive work appointments.
• Breaks aren’t supported, except for service territories using Enhanced Scheduling and Optimization. In that case, scheduling can
insert a lunch break between consecutive appointments.
• If you reschedule consecutive appointments, the scheduling logic doesn’t consider the second appointment’s original slot as an
available slot.
• If the first appointment is scheduled successfully but not the second, scheduling and optimization doesn't unschedule the first
appointment. This limitation applies in territories without Enhanced Scheduling and Optimization. In territories with Enhanced
Scheduling and Optimization, scheduling is all-or-none, so all or none of the consecutive appointments are scheduled.
• If you schedule a service appointment with an Immediately Follow dependency when not using Enhanced Scheduling and
Optimization, the second service appointment’s properties are ignored except for Duration, Location, Scheduled Start, and Scheduled
End. Instead, optimization uses the properties of the first service appointment in the complex work chain.
SEE ALSO:
Enable Multiday Field Service Appointments
333
Schedule Appointments Using Priorities

Schedule critical Field Service appointments over less urgent visits. When a scheduling action can’t
EDITIONS
find an available time slot, it overlaps lower priority appointments with services that you specify as
high priority. Available in: both Salesforce
orgs) and Lightning
If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Experience
Get Candidates, Book Appointments, or Schedule. Identify what drives your priorities first. Then
you’re ready to configure Field Service so that scheduling actions can prioritize visits.
features, managed
1. Specify a priority field. package, and mobile app
In the Field Service Admin app, under Field Service Settings > Scheduling > General Logic, are available in Enterprise,
select a priority field. You can choose one or more fields on service appointments, work orders, Unlimited, and Developer
and work order line items. Editions.
• Assign a fixed priority. For example, the managed package provides the Scheduling Priority
field on parent work orders and work order line items. By default, Scheduling Priority values USER PERMISSIONS
are 1–4, where 1 is Critical and 4 is Low.
To set up scheduling
• Create a dynamic priority field using a custom formula field. For example, create a formula priorities and customize the
that sets appointment priorities based on the difference between today’s date and the due service appointment page:
date. • FSL Admin custom
permission set
Scheduling and optimization look at the service appointment priority field first. If that field isn't
defined or empty, then the appointment’s priority is derived from the field on the parent work To schedule from the
order or work order line item. dispatcher console: One of
these custom permission
2. Select a priority scale. sets:
The default priority range is a 1–10 scale, where 1 is the highest priority and 10 is the lowest • FSL Admin Permissions
priority. The 1–10 scale works well for most priority cases. If your use case requires a broad range • FSL Agent Permissions
of values, go to Field Service Settings > Scheduling > General Logic in the Field Service • FSL Dispatcher
Admin app, and select the optional 1–100 scale. Permissions
Field Service supports only whole numbers such that decimal points are ignored when
calculating priorities. For example, 3.94 is considered as 3. Any number above the priority range
is considered as lowest priority.
3. Customize the service appointment page layout, and add the field Schedule over lower priority appointment.
When you select this Boolean field on an appointment, scheduling actions consider the appointment’s priority. If a service appointment
in a lower priority is in a pinned status, other appointments aren't scheduled over this pinned appointment, and there's no overlap.
Scheduling over a lower priority appointment isn't supported by Enhanced Scheduling and Optimization.
4. Schedule appointments and resolve any overlaps.

You can create a scheduling recipe to fix overlaps or use In-Day optimization.
Example: To schedule an urgent break-fix, create a work order and set its priority to 1. Open the related service appointment,
and click Schedule over lower priority appointment. Then, in the dispatcher console, select the critical break-fix
appointment from the appointment list. You can use any of the scheduling actions, such as Book Appointments or get Candidates.
Scheduling ignores lower priority appointments, even if an overlap results. For example, when you click Candidates, the Gantt
shows available time slots, including slots that overlap lower priority appointments. For an appointment with a priority of 2 (High),
scheduling considers slots that overlap appointments with a priority of 3 (Medium), 4 (Low), or a higher value.
334
Considerations:
• When scheduling considers slots for the appointment, it protects already scheduled appointments that have Schedule over
lower priority appointment set.
• When you have many high priority appointments to schedule, use In-Day or Global optimization. Optimization considers priority
fields and reschedules lower priority appointments if possible. Optimization doesn’t use the Schedule over lower priority
appointment field.
• When you’re using Enhanced Scheduling and Optimization, the engine’s priorities are the opposite of how they’re defined in the
Salesforce platform, such that 100 is the highest priority and 1 is the lowest. When you send a scheduling request, the priorities are
translated to match the enhanced engine. For example, priority 2 becomes priority 99, and priority 32 becomes priority 69. If a service
appointment with priority 2 has a 30-minute travel time and you can schedule 2 appointments with priority 32 and a 5-minute travel
time (assuming all service appointments have a duration of 15 minutes), the engine prefers the two low-priority appointments
because their combined priority is higher. For an appointment to unschedule two or more tasks it must have a priority that is higher
than the sum of all other task priorities. For example, one service appointment with priority 2 is equivalent to Enhanced Scheduling
and Optimization priority 99, and two service appointments with priority 32 are equivalent to priority 69 + 69 = 138. The engine
sums the priority of the two service appointments, and because it's higher than the priority of the single high-priority service
appointment, it schedules the two low-priority service appointments.
SEE ALSO:
335

In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a
EDITIONS
real-time map view. The Emergency Chatter action on a service appointment shows a map view
of your closest field resources so that you can dispatch work immediately. Available in: both Salesforce
orgs) and Lightning
Experience
Schedule an Emergency Appointment The Field Service core
• From any standard or custom object record, click the Emergency action in the Chatter feed. If features, managed
you don’t see the action, ask your admin to add it to the page layout. package, and mobile app
• Select a work type, address, and service territory, and click Emergency Dispatch to generate
a list of available service resources and display a map of your team. Click a resource on the map
Editions.
to see:
– Their route to the emergency service and ETA.
– The data (breadcrumb) that their location is based on. The Last known location validity field in the emergency booking settings
controls the location logic.
– A Dispatch button, which assigns the appointment to them.
• If you’re having trouble finding a candidate, select a different scheduling policy directly on the map or modify your emergency
booking settings.
• If you want a candidate to complete their current appointment before heading to the emergency appointment, change the dispatcher
setting on the map from “as soon as possible” to “after current Service Appointment”. Changing this setting updates the candidates’
ETA.
Note: Emergency Dispatch uses the service resource’s Last Known Location to calculate the appointment’s travel time as long
as it is within the Last known location validity time frame. Travel time to the appointment is calculated using Real-Time Travel
(provided by Google) and the schedule is based on this travel time. After you dispatch an appointment the ETA is updated according
to the last service appointment location, or according to the resource’s home base (if no appointments are scheduled on that day
before the Emergency appointment). Travel time is calculated using the travel time calculation preferences set in the Routing
section of Field Service Settings (aerial, SLR, predictive travel, or point-to-point predictive routing).
Tip:
• Click Candidates to view a list of all candidates organized by ETA. Hover over a resource name in the list to see options to
dispatch them or view them on the map.
• Quickly spot emergency appointments in the Gantt by looking for the lightning icon.
Note: Emergency service appointments don’t consider status transitions when their status is changed to any status in the
Dispatched status category.
Customize Emergency Booking Settings

From the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings. Then, click Global Actions >
Emergency Wizard.
336
Setting Name Description

Emergency scheduling policy The default policy that is used to find resources to assign to an
emergency appointment. We recommend using an Easy policy
with softer rules to ensure that more candidates are returned.
Last known location validity The number of minutes after which a data breadcrumb—like
resource location or geolocation—is no longer valid. For example,
if the breadcrumb validity is 20 minutes and the Last Known
Location of resource X was last updated 30 minutes prior, the
emergency dispatcher calculates the resource’s ETA based on the
location of the last appointment they completed, or (if no
appointments were completed that day) their home base. The
home base is the resource’s service territory member address, or
if not applicable, their service territory address.
Ideal availability grade The grading of candidates, which is color-coded. In the

Good availability grade breadcrumbs example:
• Resources who can reach the appointment in less than 30
minutes are ideal candidates.
• Resource who can reach the appointment between 30 and 60
minutes are good candidates.
• Resources who can reach the appointment after 60 minutes
are bad candidates.
Emergency search timeframe The amount of time you have to resolve the emergency, not
counting the appointment duration. The Earliest Start
Permitted on the appointment is set to the current time, and
the Due Date is the current time + appointment duration +
Emergency Search Timeframe.
For example, if an appointment requires 1 hour of work and the
Emergency Search Timeframe is 360 minutes (6 hours), the
emergency wizard shows only resources who can travel to and
complete the task in the next 7 hours.
Allow Chatter post In an emergency appointment dispatch, the dispatcher is shown

the option to make a custom Chatter post or not post at all. If this
option isn’t selected, no Chatter post is made.
Emergency Chatter Post Destination Choose whether the Chatter post notifying the assigned resource
about the appointment is added to the appointment’s feed or its
parent record’s feed.
Pin After Dispatch Pin the appointment after it is dispatched.
337
Note: The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service
appointments with a scheduling dependency.
SEE ALSO:
Update a Field Service Appointment’s Status

You can schedule or unschedule an appointment by updating its status. An appointment’s status
EDITIONS
can be updated from several places in Salesforce.
orgs) and Lightning
From the Gantt Experience
In the Gantt, select one or more appointments whose status you want to change. To select multiple The Field Service core
appointments, hold down Command or Control while clicking the appointments. Then, right-click features, managed
your selection, hover over Change status, and select a new status. package, and mobile app
From a Service Appointment Record Editions.
Open a service appointment record or click Details on an appointment from the Gantt. From here,
you can change the status in two ways:
• From the Feed tab, click the Change Status Chatter action and select a status. Only status values that are permitted in your service
appointment life cycle settings are shown.
• Manually update the appointment’s Status field. All status values are shown, but the status change works only if it follows your
service appointment life cycle settings.
From a Scheduled Job

The Auto Dispatch scheduled job allows the automatic dispatch of assigned appointments. It changes the status of the chosen
appointments from Scheduled to Dispatched.
To modify this job, from the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings. Then,
click Dispatch > Scheduled Jobs.
SEE ALSO:
Auto-Dispatch Service Resources
338
Field Service Unschedule Field Service Appointments
Unschedule Field Service Appointments

Unschedule service appointments from the dispatcher console or a service appointment record.
EDITIONS
When a service appointment is unscheduled, it’s removed from the Gantt and its assigned resources Classic (not available in all
are removed. Status transitions are ignored when you delete an assigned resource or unschedule orgs) and Lightning
service appointments from the Gantt. You can unschedule an appointment in the following ways. Experience
• Delete the service appointment. The Field Service core
• Delete the assigned resource record. features, managed
• From a service appointment details page, edit the Status field to the value shown for New package, and mobile app
Service Appointment in the managed package Field Service Settings > Service
Appointment > Service Appointment Life Cycle > SA Status.
Editions.
• In the dispatcher console appointment list, select one or more appointments. In the mass
actions menu, select Unschedule.
• In the Gantt, right-click an appointment and select Unschedule. To select multiple appointments, hold down Control or Command
while clicking appointments. Unscheduling an appointment from the Gantt is the same as deleting the assigned resource record.
• From a service appointment details page, update the Status field to None.
Note: Deleting the assigned resource record associated with a service appointment, or unscheduling a service appointment from
the Gantt causes the service appointment status to switch to the None default value shown for New Service Appointment in the
managed package Field Service Settings > Service Appointment > Service Appointment Life Cycle > SA Status.
SEE ALSO:
339
Field Service Reschedule Service Appointments in Field Service

To reschedule service appointments, use the Book Appointment Chatter action or the Reshuffle
EDITIONS
action in the Gantt.
To manually reschedule a service appointment, use the Book Appointment Chatter action. orgs) and Lightning
1. Open the parent record—typically a work order or work order line item—of the service Experience
appointment that you want to reschedule. The Field Service core
2. In the Chatter feed, select Book Appointment. features, managed
3. Update the appointment settings as needed.
4. Click Get Appointments to view a list of available slots. Unlimited, and Developer
Editions.
5. Select your new appointment window.
To make space in a full schedule for a high-priority appointment, use the Reshuffle action in the
Gantt. This action postpones lower-priority appointments. USER PERMISSIONS
1. Customize your reshuffle preferences. To reschedule an
appointment: One of these
a. From the App Launcher, find and open the Field Service Admin app, and then click the
custom permission sets:
Field Service Settings tab.
b. Click Scheduling > Dynamic Gantt.
• FSL Agent Permissions
c. Under Reshuffle Assignments, define the time period in which lower-priority appointments • FSL Dispatcher
can be postponed. When appointments are reshuffled, lower-priority appointments are Permissions
rescheduled during the time period between their Earliest Start Permitted—or the current
date, if the Earliest Start Permitted has passed—and this many days later.
d. Save your change.
2. Reshuffle your schedule to accommodate a high-priority appointment.

a. To open the dispatcher console, from the App Launcher, find and open the Field Service app, and then click Field Service.
b. Find the appointment in the appointment list (or on the Gantt, if it’s already scheduled). Right-click the appointment and select
Reshuffle. This action can reschedule or unschedule lower priority appointments and reschedule higher priority appointments
(though not past their due date).
SEE ALSO:
340
Field Service Fix Field Service Scheduling Overlaps

If a service appointment overlaps with other appointments or absences, use the Fix Overlaps feature
EDITIONS
in Field Service to harmoniously reschedule appointments.
orgs) and Lightning
Customize Overlap Settings Experience
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field The Field Service core
Service Settings tab. Then, click Scheduling > Dynamic Gantt. features, managed
2. Under Fix Overlaps, configure the following settings. are available in Enterprise,
Automatically fix overlaps when an appointment If this option is selected, overlaps are
overlaps with another appointment or absence automatically fixed whenever an appointment
overlaps with another appointment or an
absence.
When attempting to fix overlaps • Schedule to original resource only:

Assign rescheduled appointments only to
the original assigned resource.
• Schedule to all resources: Consider all
qualified service resources when
rescheduling appointments.
After unscheduling services reschedule them Choose whether unscheduled appointments

by are rescheduled in order of priority or in the
original schedule’s order.
When unable to find a valid schedule for an • Leave on Gantt and set
appointment In-jeopardy: If an appointment can’t
be rescheduled without breaking work rules,
leave the appointment in its original time
slot with an In Jeopardy flag.
• Unschedule the
appointment(s): If an appointment
can’t be rescheduled without breaking work
rules, unschedule the appointment and
remove it from the Gantt.
• Reshuffle other assignments:
If an appointment can’t be rescheduled
without breaking work rules, use the
Reshuffle action. This action reschedules
appointments to favor high-priority
appointments. To learn more, see
Reschedule Service Appointments in Field
Service. If the Fix Overlaps feature is in use,
341
Field Service Fix Field Service Scheduling Overlaps
Setting Description
the Reshuffle other assignments option is only
partially supported for the setting: When unable to find a
valid schedule for an appointment. If more than one
appointment is dropped from the schedule during a Fix
Overlaps operation, only one of the appointments is reshuffled.
Note: The Fix Overlaps feature in the managed package dynamic Gantt is used to reschedule overlapping appointments according
to your configured settings. For example, when unable to find a valid schedule for an appointment, you can select to put the
appointment in jeopardy, unschedule it, or reshuffle other assignments. This is not to be confused with the Fix Overlaps option in
the scheduling policy. In this case, if Fix Overlaps is selected, existing service appointment overlaps are addressed during in-day
or global optimization (overlaps with Resource Absences are ignored). When overlaps are being fixed, the overlapping appointments
are unscheduled. If the optimization engine is unable to find a valid schedule for any appointments, these appointments remain
unscheduled. If Fix Overlaps isn’t selected, overlaps are left as is. When using Enhanced Scheduling and Optimzation, overlaps are
always fixed.
Considerations
• Fix Overlaps respects the original order of scheduled appointments. The earliest appointment remains the earliest and the last
remains last.
• Fix Overlaps reschedules appointments only within the given day. If the operation progresses to use the Reshuffle action, appointments
can be rescheduled to another day.
• Fix Overlaps considers only service appointments in the Scheduled or Dispatched Status Category, except for the service
appointment that you move causing the overlap, which can have any status.
• Fix Overlaps doesn't run on past service appointments.
• Fix Overlaps isn’t supported for capacity-based resources.
• Fix Overlaps doesn't update service appointment status.
• When a service appointment is scheduled by Fix Overlaps, the appointment’s Schedule Mode is set to Automatic.
• Automated Scheduling (scheduling recipes) gives an optimized solution for Fix Overlaps scenarios. It allows you to run Resource
Schedule Optimization for the day of overlap and fill in new appointments when appointments finish sooner than planned.
• Fix Overlaps doesn't reschedule or unschedule service appointments in pinned statuses (as configured for scheduling) or service
appointments marked as pinned. If all of the overlapping service appointments have a pinned status, or their Pinned field is selected,
then Fix Overlaps isn't triggered.
SEE ALSO:
342
Field Service Group Nearby Field Service Appointments
Group Nearby Field Service Appointments

To minimize travel time or gaps between appointments in Field Service, use the Group Nearby
EDITIONS
Appointments action on a service appointment. This feature unschedules appointments that were
scheduled later that day and replaces them with appointments that are close in location to the Available in: both Salesforce
source appointment. Classic (not available in all
orgs) and Lightning
Experience

Customize Appointment Grouping Settings features, managed
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field package, and mobile app
Service Settings tab. Then, click Scheduling > Dynamic Gantt. are available in Enterprise,
2. Under Group Nearby Appointments, configure the following settings. Editions.
Setting Description
Service Appointment candidate Boolean field Select any standard or custom checkbox field,
including formula fields. This field must be
selected (set to True) for an appointment to be
a candidate in appointment grouping.
Work Order candidate Boolean field Select any standard or custom checkbox field,
including formula fields. If a service
appointment’s parent record is a work order,
this field must be selected (set to True) for the
appointment to be a candidate in appointment
grouping.
Work Order Line Item candidate Boolean field Select any standard or custom checkbox field,
appointment’s parent record is a work order line
item, this field must be selected (set to True) for
the appointment to be a candidate in
appointment grouping.
Max appointments to schedule When searching for nearby appointments, the

scheduling engine ends its search after finding
this many candidate appointments. The
maximum is 50 appointments.
Max runtime (seconds) The scheduling engine spends this many

seconds searching for nearby service
appointments. The maximum is 60 seconds. The
search ends after either the max runtime or max
appointments to schedule is reached.
When attempting to schedule the unscheduled • Schedule to original resource only:

service after the nearby services Assign rescheduled appointments only to
the original assigned resource.
343
Field Service Group Nearby Field Service Appointments
Setting Description
• Schedule to all resources: Consider all qualified service
resources when rescheduling appointments.
When unable to arrange schedule • Leave on Gantt and set In-jeopardy: If an

appointment can’t be rescheduled without breaking work
rules, leave the appointment in its original time slot with an In
Jeopardy flag.
• Unschedule the appointment(s): If an
appointment can’t be rescheduled without breaking work
rules, unschedule the appointment and remove it from the
Gantt.
• Reshuffle other assignments: If an appointment
can’t be rescheduled without breaking work rules, use the
Reshuffle action. This action reschedules appointments to favor
high-priority appointments. To learn more, see Reschedule
Service Appointments in Field Service.
Radius for nearby appointments The radius around the originating service appointment, which
determines the number of appointments affected by Group Nearby
Appointments. The distance unit—kilometers or miles—is set on
the Routing tab in the Scheduling section of Field Service Settings.
After customizing your appointment grouping settings, right-click an appointment on the Gantt and select Group Nearby.
Considerations
• In order to run Group Nearby Appointments successfully, service appointments must have the same address as their parent work
order.
• Group Nearby Appointments uses the parent work orders' latitude and longitude values.
• In Group Nearby Appointments, only unscheduled service appointments can be candidates.
• Group Nearby Appointments only schedules appointments within the given day, which is the first day on the Gantt.
• By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that
all service appointments are considered as candidates when grouping appointments.
• When a service appointment is scheduled by Group Nearby Appointments, the appointment’s Schedule Mode is set to
Automatic.
SEE ALSO:
344
Field Service Fill Schedule Gaps in Field Service

To fill gaps in a service resource’s schedule, use the Fill-In Schedule feature. This feature creates a
EDITIONS
list of appointments for a mobile worker and finds the optimal schedule.
orgs) and Lightning
Customize Fill-In Schedule Settings Experience
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field The Field Service core
Service Settings tab. Then, click Scheduling > Dynamic Gantt. features, managed
2. Under Fill-In Schedule, configure the following settings. are available in Enterprise,
Service Appointment Candidate Boolean field Select any standard or custom checkbox field,
including formula fields. This field must be
selected (set to True) for an appointment to be
a candidate in fill-in scheduling.
Work Order Candidate Boolean field Select any standard or custom checkbox field,
appointment’s parent record is a work order,
this field must be selected (set to True) for the
appointment to be a candidate in fill-in
scheduling.
Work Order Line Item Candidate Boolean field Select any standard or custom checkbox field,
appointment’s parent record is a work order line
item, this field must be selected (set to True) for
the appointment to be a candidate in fill-in
scheduling.
Order candidate appointments by • Priority: Sort candidates based on their

priority field, which is set in Scheduling >
General Logic . Distance is a secondary
consideration.
• Distance: Sort candidates based on their
proximity to the previous appointment, or
if it’s the first appointment of the day, on
their proximity to the mobile worker’s home
base. After an appointment is scheduled, its
location is used to calculate distance. Priority
is a secondary consideration.
Max appointments to schedule When searching for nearby appointments, the

scheduling engine ends its search after finding
this many candidate appointments. The
maximum is 50 appointments.
345
Field Service Customize Field Service Appointment Chatter Settings
Setting Description
Max runtime (seconds) The scheduling engine spends this many seconds searching for
nearby service appointments. The maximum is 60 seconds. The
search ends after either the max runtime or max appointments to
schedule be reached.
Considerations
• Fill-In Schedule only schedules appointments for the given day, which is the first day shown on the Gantt.
• By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that
all service appointments are considered as candidates when filling in a schedule.
You might want to limit which appointments are considered as candidates. For example, perhaps repair appointments require a
phone booking before a mobile worker is sent to the site. To limit candidate appointments, try one of the following approaches.
– Using Process Builder or an Apex trigger, set the value of the Is Fill In Candidate field to False if specified criteria aren’t met.
– Create a checkbox formula field that evaluates whether a record is a candidate. Then, change the three settings that control
which fields are evaluated when searching for candidates so that your custom field is considered instead of Is Fill In Candidate.
• If candidate appointments are sorted by distance, appointments without a geolocation are sorted last.
• Only unscheduled appointments or appointments that are scheduled on a future date are considered as candidates.
• When a service appointment is scheduled by Fill-In Schedule, the appointment’s Schedule Mode is set to Automatic.
SEE ALSO:

In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts
EDITIONS
are shared on service appointments or on service appointment parent records.
The Field Service mobile app’s Feed tab is supported for work orders and work order line items, but orgs) and Lightning
not for service appointments. This means that app users can’t see posts on a service appointment’s Experience
feed unless they know to navigate to the appointment from its associated work order. Posting
Chatter posts to the parent record’s feed boosts their visibility for mobile app users.
features, managed
Customize Dispatch Chatter Settings are available in Enterprise,
When an appointment’s status category changes to Dispatched, the assigned resource is notified Editions.
in a Chatter post. Control where these messages are posted.
2. Click Dispatch > Scheduled Jobs.
3. In the Dispatch Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
346
Field Service Dispatch Field Service Appointments
Customize Emergency Chatter Settings

When a service resource is assigned to an emergency service appointment, they're notified in a Chatter post. Control where these
messages are posted.
2. Click Global Actions > Emergency Wizard.
3. In the Emergency Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
Customize Gantt Chatter Settings

A dispatcher can write a Chatter message for a service appointment from the Gantt by selecting Chatter > Custom message in the
appointment’s action menu. Control where these messages are posted.
Note: To access Chatter from the Gantt, feed tracking must be enabled for the Service Appointment object. See Customize Chatter
Feed Tracking.
2. Click Dispatcher Console UI.
3. In the Gantt Chatter Post Destination field, select Service Appointment Feed (the default option) or Parent Record Feed.
Tip: To turn on in-app notifications for mobile app and Lightning Experience users, see Enable Field Service.
SEE ALSO:
Chatter in the Field Service Mobile App
Dispatch Field Service Appointments

Dispatch scheduled service appointments to your mobile workers. You can dispatch appointments
EDITIONS
from the console, or set up jobs that automatically dispatch or drip feed the next appointments.
Auto-Dispatch Service Resources Classic (not available in all
Set up scheduled jobs that dispatch your resources auto-magically in Field Service. orgs) and Lightning
Experience
Drip Feed Field Service Appointments
Dispatch appointments to your mobile workers at a steady pace. When your schedule changes The Field Service core
frequently, drip feed helps to prevent confusion because it waits to dispatch another features, managed
appointment until the current one is complete. package, and mobile app
Editions.
347
Field Service Dispatch Field Service Appointments

Set up scheduled jobs that dispatch your resources auto-magically in Field Service.
EDITIONS
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Classic (not available in all
Service Settings tab. orgs) and Lightning
2. Click Dispatch. Experience
3. Optionally, click Drip Feed and set up drip feed dispatching. Drip feed waits and dispatches The Field Service core
another appointment after the current appointment is complete. features, managed
4. Click Scheduled Jobs.
a. Select the option to mention assigned resources when they’re dispatched for an Unlimited, and Developer
appointment. Editions.
b. Select the Chatter feed where the mention should appear.
c. Edit the provided Auto Dispatch job, or create a new one. USER PERMISSIONS
d. Select territories that the job should use in dispatching service resources to appointments. To set up a job for
The job dispatches resources based on service territory memberships, not territories of dispatching:One of these
service appointments. A job considers primary and relocation service territory memberships. custom permission sets:
e. Create a schedule when the job runs. • FSL Admin Permissions

• FSL Dispatcher
f. Set filter criteria that selects which service appointments to consider. Permissions
g. Set a job horizon; that is, the number of days in advance to dispatch.
h. Enter a username that’s notified when the job runs.
Field Service replaces this username with the corresponding user’s email.
i. Click Save.
5. Optionally, select the job and click Run now.

When the job runs, it changes the status of the dispatched appointments from Scheduled to Dispatched. If you customize statuses
for the service appointment lifecycle, the job changes status from the Service Appointment is tentatively
scheduled setting to the status for the Service appointment is sent to its resource setting.
Example: Create a job that runs daily at 6AM and dispatches resources in Los Angeles for appointments that are In Jeopardy.
The job dispatches resources with a primary or relocation service territory membership of Los Angeles for the selected In Jeopardy
appointments.
SEE ALSO:
348
Field Service Manage Service Appointment Bundling in the Field Service
Dispatcher Console

Dispatch appointments to your mobile workers at a steady pace. When your schedule changes
EDITIONS
frequently, drip feed helps to prevent confusion because it waits to dispatch another appointment
until the current one is complete. Available in: both Salesforce
orgs) and Lightning
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Experience
2. Click Dispatch. features, managed
3. Click Drip Feed and turn on drip feed dispatching. package, and mobile app
4. Set the default number of appointments to drip feed. Unlimited, and Developer
Tip: When you want a service territory to use a different drip feed rate, set the value in Editions.
a field on that territory. A drip feed setting on a service territory overrides the default
value. USER PERMISSIONS
For example, if the value is set to two, drip feed tries to maintain two appointments in each
To set up drip feed
worker’s queue. When the first appointment completes, drip feed dispatches another. Drip feed
dispatching: One of these
is triggered to dispatch another appointment only if a Dispatched or In-Progress appointment custom permission sets:
in the queue is Canceled, Completed, or Cannot Complete.
5. Click Scheduled Jobs, and create a job that dispatches appointments using your drip feed • FSL Dispatcher
settings. Permissions
All scheduled jobs respect drip feed settings and don’t dispatch more appointments if doing
so exceeds the drip feed value. If you disable drip feed, edit scheduled jobs so that dispatching
works the way you want.
SEE ALSO:
Manage Service Appointment Bundling in the Field Service Dispatcher

Console
Service appointment bundling lets you collect multiple service appointments and define them as
EDITIONS
a single entity, called a bundle. Your admin can set up automatic bundling. You can also manage
bundles manually according to the instructions in this section. Available in: both Salesforce
Create a Field Service Bundle Manually orgs) and Lightning
Create a bundle manually in the Field Service Dispatcher Console. Experience
Schedule a Field Service Bundle The Field Service core

From the Field Service Dispatcher Console, schedule the bundle service appointments, not the features, managed
bundle member service appointments. package, and mobile app
Add Members to a Field Service Bundle Unlimited, and Developer
Add bundle members to an existing bundle from the Field Service dispatcher console. Editions.
349
Field Service Create a Field Service Bundle Manually
Modify a Field Service Bundle

You can get to the details of a bundle from the appointment list in the Field Service dispatcher console.
Unbundle a Field Service Appointment Bundle
When you unbundle a bundle, all the bundle member service appointments become regular service appointments and can then
be scheduled individually.
Create a Field Service Bundle Manually

Create a bundle manually in the Field Service Dispatcher Console.
EDITIONS
1. In the appointment list, select up to 200 service appointments that you want to bundle together.
Make sure to select only service appointments that aren’t already in a bundle. Available in: both Salesforce
The service appointments can’t have any scheduling dependencies. See Appointment Bundling Classic (not available in all
Limitations. orgs) and Lightning
Experience
Tip: To verify that you’re selecting only service appointments that aren’t in a bundle,
apply the Exclude Bundle Members filter.
features, managed
2. From the global actions list, select Bundle. package, and mobile app
Editions.
USER PERMISSIONS
To manage bundles:
3. In the Bundle Appointments window, select Create bundle and select a bundle policy.
4. Save the bundle. The bundle is created only if all the service appointments comply with the configuration settings. If you receive an
error for any service appointment, remove it or change its details and try again.
5. To make the bundle eligible for multiday scheduling, select IsMultiday in the bundle service appointment.
When a bundle is created:
• Appointment list—The new bundle service appointment appears in the appointment list.
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Field Service Create a Field Service Bundle Manually
Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the
Gantt.
Indicates that the appointment is a bundle member service appointment.
• Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle
is scheduled on the Gantt. If not, the bundle must be scheduled.
• Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service
appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are
sorted according to their due date in ascending order.
• Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service
appointment. This information can’t be edited.
Note: The Bundle Information fields can’t be selected to display in a list view. See Appointment Bundling Limitations.
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Field Service Schedule a Field Service Bundle
Schedule a Field Service Bundle

From the Field Service Dispatcher Console, schedule the bundle service appointments, not the
EDITIONS
To schedule a bundle, drag the bundle service appointment onto the Gantt. You can’t drag an Available in: both Salesforce
individual bundle member service appointment onto the Gantt. Classic (not available in all
orgs) and Lightning
Use the Exclude Bundle Members filter to see only the bundle service appointments.
Experience
Tip: You can create custom filters according to your organization’s needs. For custom filters
related to bundles, ask your Salesforce admin to add the Bundle and Bundle Member fields features, managed
to the Field Sets. package, and mobile app
Editions.
USER PERMISSIONS
To manage bundles:
Add Members to a Field Service Bundle

Add bundle members to an existing bundle from the Field Service dispatcher console.
EDITIONS
1. In the appointment list or on the Gantt, select one or more service appointments that you want
to add to a bundle. Available in: both Salesforce
The service appointments can’t have any scheduling dependencies. See Appointment Bundling Classic (not available in all
Limitations. orgs) and Lightning
Experience
2. From the global actions list, select Bundle.
If a service appointment is already scheduled, adding it to a bundle unschedules it. features, managed
3. In the Bundle Appointments window, select Add to existing bundle and select a bundle.
Editions.
USER PERMISSIONS
To manage bundles:
4. Save the bundle.
352
Field Service Modify a Field Service Bundle
Modify a Field Service Bundle

You can get to the details of a bundle from the appointment list in the Field Service dispatcher
EDITIONS
console.
1. From the appointment list, select a service appointment, and click Edit. Available in: both Salesforce
2. Open the BUNDLE tab.
orgs) and Lightning
If this service appointment is a bundle, the BUNDLE tab lists all the bundle member service Experience
appointments.
features, managed
Editions.
USER PERMISSIONS
To manage bundles:
If this service appointment is a bundle member, the BUNDLE tab shows the details of the bundle • Field Service Dispatcher
service appointment and lists the additional bundle member service appointments.
3. To change the details, click Edit.
Note: You can only schedule a bundle service appointment, not a bundle member service appointment. Therefore, in the
SERVICE APPOINTMENT tab of a bundle member service appointment, you can’t edit the start and end times or change the
status to Scheduled.
4. To remove a bundle member, click Remove, or select multiple bundle members and click Remove Members.
Note: Bundle members in the Canceled status and bundle members with scheduling dependencies are automatically removed
from the bundle.
353
Field Service Unbundle a Field Service Appointment Bundle
Unbundle a Field Service Appointment Bundle

When you unbundle a bundle, all the bundle member service appointments become regular service
EDITIONS
appointments and can then be scheduled individually.
1. In the appointment list or on the Gantt, select one or more bundle service appointments. Available in: both Salesforce
2. From the global actions, select Unbundle.
orgs) and Lightning
• The bundle service appointment is deleted. Experience
• The bundle members appear as individual service appointments in the appointment list.
• If the bundle was scheduled, the bundle members remain on the Gantt as individual service features, managed
appointments. package, and mobile app
• If an Appointment Bundle Sort Policy is defined, the service appointments are scheduled are available in Enterprise,
according to the policy. If a policy isn’t defined, the service appointments are scheduled Unlimited, and Developer
according to their due date in ascending order. Editions.
USER PERMISSIONS
To manage bundles:

Stay on top of the movement of inventory in your field service operation. Learn how to request and
EDITIONS
transfer products, track consumption, and process customer returns.
Common Field Service Inventory Management Tasks Classic (not available in all
Learn how to perform everyday tasks in field service inventory management. orgs) and Lightning
Experience
If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an The Field Service core
electrician with a voltmeter! Add products required to work types, work orders, and work order features, managed
line items to ensure that the assigned service resource arrives with the right equipment. package, and mobile app
Request Inventory in Field Service Unlimited, and Developer
When your stock gets low or you need a part for a particular work order, create a product request. Editions.
Product requests can be associated with work orders, work order line items, cases, and accounts.
You can specify when and where the parts are needed, and divide the request into line items
that each represent a needed part.
Transfer Inventory in Field Service
To fulfill a product request, create a product transfer. Product transfers track the movement of inventory from one field service
location to another. The inventory numbers at your storage locations update automatically to reflect transfers.
Track Inventory Consumption in Field Service
Create products consumed to track the use or consumption of items from your inventory.
Track Inventory Shipments in Field Service
To track product items while they’re in transit between locations, create shipments. Shipments contain information about the
products on board, the shipping carrier, and the expected delivery date.
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Field Service Common Field Service Inventory Management Tasks
Track Customer Returns in Field Service

Create return orders to facilitate the return and repair of items that were sold to customers or supplied to field service workers.
SEE ALSO:
Common Field Service Inventory Management Tasks

Learn how to perform everyday tasks in field service inventory management.
EDITIONS
For more detailed step-by-step instructions, refer to the provided links.
I Want To... How To Do It Example Classic (not available in all
orgs) and Lightning
Track the quantity Create a product item record To track the number of wheelbarrows Experience
of a particular associated with the product and the stored at Warehouse B, create a
product stored at location, and specify the quantity product item whose Location is The Field Service core
a particular stored there. Warehouse B and Product is features, managed
location Wheelbarrow. package, and mobile app
Helpful links: are available in Enterprise,
• Create Product Items to Represent Unlimited, and Developer
Inventory Editions.
Find out what’s in Look at the Product Items related list To find out what is stored in
a particular on the location record. Warehouse A, look at the Product
location’s Helpful links: Items related list on the Warehouse A
inventory location record.
• Create Inventory Locations for
Field Service
Find out the Look at the Product Items related list To learn the number of wheelbarrows
quantity of a on the product record. in your inventory and their locations,
particular part Helpful links: look at the Product Items related list
across all on the Wheelbarrow product record.
inventory • Create Product Items to Represent
locations Inventory
Review changes Look at the Product Item Transactions To review the use, transfer, and
to the stock of a related list on the product item. restock of extra-large bolts at
particular product Helpful links: Warehouse C, look at the Product Item
at a particular Transactions related list on the
location • Guidelines for Transferring product item whose Product is
Inventory Extra-Large Bolt and Location is
Warehouse C.
Specify that a Create a record in the Products To let the assigned technicians know
certain part is Required related list on the work that they need a forklift to complete
needed to order. work order #00046982, create a
complete a work Helpful links: product required for the Forklift
order product on the work order.
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I Want To... How To Do It Example

• Track Required Inventory in Field Service
Request more parts from Create a product request to indicate what’s needed. To request a restocking of 20 boxes of nails and 10
another inventory Create a product request line item for each product hammers for your service vehicle, Van A, create a
location when my stock requested. product request for the Van A location. Include one
gets low Helpful links: product request line item for the nails, and another
for the hammers.
• Request Inventory in Field Service
Transfer parts between 1. Create a product transfer. Make sure to specify To transfer 25 tires from Warehouse A to Warehouse
inventory locations the quantity, source location, destination B, create a product transfer with these settings:
location, and source product item (which • Source Location: Warehouse A
represents the stock that the items are being • Source Product Item: Warehouse A Tires
transferred from).
• Destination Location: Warehouse B
2. Create a shipment to track the transfer’s shipping • Quantity: 25
details.
• Quantity Unit of Measure: Each
3. Mark the product transfer received when the
Create a shipment to track the shipping details for
items arrive.
the tire transfer.
Helpful links:
Select Received on the product transfer when the
• Transfer Inventory in Field Service tires arrive at Warehouse B.
• Guidelines for Transferring Inventory
Transfer parts from an 1. Create a product request, listing the outside To transfer 20 safety glasses from your safety
outside vendor to an vendor as the account. equipment provider to Service Van A, create a
inventory location product request that lists your outside vendor as the
2. Create a product transfer. Make sure to specify Account. Then, create a product transfer with these
the quantity, destination location, and product. settings:
3. Create a shipment to track the transfer’s shipping • Product: Safety Glasses
details.
• Destination Location: Service Van A
4. Mark the product transfer received when the
• Quantity: 20
items arrive.
• Quantity Unit of Measure: Each
Helpful links:
Because the items are coming from outside of your
• Request Inventory in Field Service inventory, leave the Source Location and Source
• Transfer Inventory in Field Service Product Item blank.
• Guidelines for Transferring Inventory Create a shipment to track the shipping details for
the glasses transfer.
Select Received on the product transfer when the
glasses arrive at Service Van A.
Indicate that parts from Create a product consumed record on the related You used 15 bolts from your service van, Service Van
your inventory were work order. A, to complete work order #00046982. To track the
consumed while Helpful links: consumption, create a product consumed record on
completing a work order the work order with these settings:
• Track Inventory Consumption in Field Service
• Product Item: Service Van A Bolts
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I Want To... How To Do It Example

• Guidelines for Consuming Inventory • Quantity Consumed: 15
The product item quantity is automatically reduced
by 15 to reflect that the bolts are no longer in stock.
Track the return of a Create a return order that lists the related case, order, A customer creates a case from the customer site to
customer product or product. return a glass door. To track the return, create a return
Helpful links: order which lists the related Order. Add a return order
line item that lists the corresponding Order Product
• Track Customer Returns in Field Service for the glass door.
• Guidelines for Tracking Customer Returns
Create a product transfer to track the return of the
product to the warehouse. Upon its arrival, increase
the quantity on the glass door product item by 1.
Track the repair of a 1. Create a work order to repair the product. A customer calls your company to request a repair
customer product of their front gate. Create a work order, and then
2. Create a return order that tracks the return of the create an associated return order that tracks the
product to the repair workshop. return of the gate to the workshop.
3. When the product is repaired, create a product After the gate is repaired, mark the work order
transfer to track the return of the product back complete. Create a product transfer to track the return
to the customer. of the gate from the workshop to the customer.
Helpful links:
• Track Customer Returns in Field Service
• Guidelines for Tracking Customer Returns
Track the return of Create a return order that lists the unused inventory To prepare for an on-site installation appointment,
unused inventory from in the Product or Product Item field. create a product request for three motors. Upon
my stock back to the Helpful links: arriving at the site, you learn that only two motors
warehouse are needed. To return the unwanted motor to the
• Track Customer Returns in Field Service main warehouse, create a return order with one line
• Guidelines for Tracking Customer Returns item that lists the motor in the Product field.
After the motor is returned to the warehouse,
increase the quantity of the motor product item by
1.
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Field Service Track Required Inventory in Field Service

If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician
EDITIONS
with a voltmeter! Add products required to work types, work orders, and work order line items to
ensure that the assigned service resource arrives with the right equipment. Available in: both Salesforce
Adding required products to work types saves you time and keeps your business processes consistent. Classic (not available in all
Work orders and work order line items inherit their work type’s required products. orgs) and Lightning
Experience
For example, if all light bulb replacement jobs require a ladder and a light bulb, add the ladder and
light bulb as required products to your Light Bulb Replacement work type. When it’s time to create The Field Service core
a work order for a customer’s light bulb replacement, applying that work type to the work order features, managed
adds the required products. package, and mobile app
Here’s how to add a required product to a work order, work order line item, or work type.
1. Navigate to the record that needs required products. Editions.
2. In the Products Required related list, click New.
3. Use the lookup field to select a product. USER PERMISSIONS
4. Enter the quantity required. To view products required:
5. Select a quantity unit of measure. • Read on the parent
object (work orders or
6. Click Save. work types) AND Read
on products
SEE ALSO: To create, update, or delete
Product Item and Inventory Fields products required on work
orders or work order line
Guidelines for Creating Work Types for Field Service items:
Add Required Skills to Work Orders or Work Types for Field Service • Edit on work orders AND
Read on products
products required on work
types:
• Edit on work types AND
Read on products
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Field Service Request Inventory in Field Service
Request Inventory in Field Service

When your stock gets low or you need a part for a particular work order, create a product request.
EDITIONS
Product requests can be associated with work orders, work order line items, cases, and accounts.
You can specify when and where the parts are needed, and divide the request into line items that Available in: both Salesforce
each represent a needed part. Classic (not available in all
Mobile workers can create product requests when they find defective parts in their vehicles or their orgs) and Lightning
stock has run out. Dispatchers or service managers can create product requests on behalf of their Experience
mobile workers if they see their stock getting low. And schedulers can create product requests The Field Service core
when they schedule work orders that require parts which aren’t normally found in a worker’s vehicle features, managed
stock. package, and mobile app
1. From the Product Requests tab or the Product Requests related list on a work order or work are available in Enterprise,
order line item, click New. Unlimited, and Developer
Editions.
2. If the request is being made for a particular job, select the related work order or work order line
item.
USER PERMISSIONS
3. Optionally, select the related account or case.
4. Enter the destination location, which is where the parts are needed. To create product requests:
• Create on product
Tip: Service vehicles can also be locations. Mobile locations like vehicles have Mobile requests
Location selected on their detail page.
To view product request line
items:
5. Enter the address where the parts should be shipped; for example, the mailing address of the
• Read on product
warehouse that is requesting them.
requests
6. Select a shipment speed, and enter the Need By Date.
7. If the parts are being transferred from another location such as a warehouse, enter the source product request line items:
location. • Edit on product requests
8. Add a description.
9. Assign the product request a status:
Draft Finalizing the product request details.
Submitted The product request is ready for processing.
Received The department in charge of fulfilling the request is working on it.

11. Create one product request line item for each product needed.
a. From the Product Request Line Items related list, click New.
b. Select the product that is needed, and enter a quantity and unit of measure. These values are inherited from the Quantity Unit
of Measure field on products.
c. Fill in the rest of the fields as needed. The parent product request’s shipping and related record information is auto-populated
on its line items.
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Field Service Transfer Inventory in Field Service
The product request now appears in the Product Requests related list on the related work order or work order line item. You can also
view and sort line items from all product requests from the Product Request Line Items tab in Salesforce.
SEE ALSO:
Set Up Product Requests in the Field Service Mobile App
Transfer Inventory in Field Service

To fulfill a product request, create a product transfer. Product transfers track the movement of
EDITIONS
inventory from one field service location to another. The inventory numbers at your storage locations
update automatically to reflect transfers. Available in: both Salesforce
Note: To allow the creation of product transfers for serialized product items (a beta Classic (not available in all
orgs) and Lightning
functionality), contact Salesforce.
Experience
Create one product transfer for each product request line item so that you can track the status of
each part. The Product Transfers related list on a product request shows all product transfers The Field Service core
associated with the request’s line items. Product request line items have their own Product Transfers features, managed
related list. package, and mobile app
Typically, you create product transfers in response to a product request. You also can create a series Unlimited, and Developer
of product transfers to track the initial stocking of a new mobile worker's service vehicle. Editions.
1. From the Product Transfers tab or the Product Transfers related list on a product request, product
request line item, product item, location, or shipment, click New. USER PERMISSIONS
2. Enter a source product item or product.
To create product transfers:
If you're transferring the parts from a location within your inventory such as a warehouse, enter • Create on product
a source product item. The source product item shows where the parts are being transferred transfers
from and updates the quantity at the source location. For example, to transfer five hammers
To mark product transfers
from Warehouse A to Warehouse B, select the product item record that tracks the hammers received:
stored at Warehouse A. • Edit on product items
If you're transferring products from outside your inventory, such as from a manufacturer, enter
a product name.
3. Enter the quantity to transfer and the Quantity Unit of Measure. Quantity Unit of Measure picklist values are inherited from the
Quantity Unit of Measure field on products.
4. If it’s not already populated, enter the related product request line item.
Tip: Set the status of the related product request line item to Received to indicate that the request is being processed.
5. Use the lookup field to select the shipment that includes the product items' transfer.
6. Enter the destination, and if applicable, the source location.
7. Enter the expected pickup date.
8. Add a description.
9. After the transferred parts are received, select Received and update these fields: Received By, Quantity Received, and Status.
After you mark a product transfer received, you can’t undo it.
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When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn
more, see Guidelines for Transferring Inventory.
Transfer Serialized Inventory

Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work.
Inventory Transfers in the Mobile App
With a few taps, mobile workers can update product transfers in the app. Before you can use product requests to transfer inventory,
make sure that service resources can access and receive product transfers in the Field Service mobile app. Product transfers track
the movement of inventory from one field service location to another.
Guidelines for Transferring Inventory
Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers,
and how product transfers interact with other inventory management records.
SEE ALSO:

To customize page layouts: Customize Application Available in: both Salesforce

To view and create product transfers: Read and create on product transfers
orgs) and Lightning
To create product transfers for products that Experience
support serial numbers:
To send product transfers for products that Read on product items AND Read on features, managed
support serial numbers: serialized products package, and mobile app
To receive product transfers for products that Read on product items AND Read on Unlimited, and Developer
support serial numbers: serialized products Editions.
To mark product transfers received: Edit on product items
Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work.
1. Create and send a product transfer.
a. From the App Launcher, open Product Transfers and click New.
b. Enter the Product Name, Quantity Sent, Source Location, and Destination Location.
c. To select the Source Product Item, enter an exact or partial serial number. If you enter a partial number and press Enter, the
Product Item Results page displays. Use the Search to enter an exact or partial serial number (SP-XX) or search by Product Item
Results Search. You can page through up to 50 results at a time. A maximum of 2,000 results are returned.
d. Click Save and the product transfer is saved. You’re prompted to add serialized products. If the product item is unavailable at
the source location, no serialized products are displayed. To add serialized products to the product transfer later, click Cancel.
To add serialized products later, on the Product Transfers page, select Edit on the product transfer that you want to update.
e. Select the serialized products that you want to send in the product transfer.
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f. To send the product transfer, click Add. When the product transfer is sent, a serialized product transaction with a transaction
type of Sent is created for each serialized product to track its status change.
2. Receive the product transfer.

a. From the Product Transfer details page, click Receive Transfer.
b. If the item is a Receive Only Product, on the Receive Product Transfer page select the serialized products that you want to receive
and click Next.
c. If the item is a Receive Only Product, on the Receive Product Transfer page, select the serialized products that you want to receive,
and click Next.
d. Update the Quantity Received and select Received. A serialized product transaction with the applicable transaction type is created
for each serialized product to track its status change.
e. Save your work.
Guidelines for Serialized Inventory

With serialized products, you can create product transfers to track the movement of serialized inventory. You can create one product
item record per item to record each item’s serial number on the product item record, and then track the item’s movement.
Guidelines for Serialized Inventory

With serialized products, you can create product transfers to track the movement of serialized
EDITIONS
inventory. You can create one product item record per item to record each item’s serial number on
the product item record, and then track the item’s movement. Available in: both Salesforce
Watch the video to see how to use serialized products to track transfers and products consumed. Classic (not available in all
orgs) and Lightning

Transfer Serialized Products features, managed
The following is the process for transferring serialized products:
1. Create serialized inventory. Unlimited, and Developer
Editions.
Create the product that is serialized and the serialized product. Create the product item with
the product name and location. Add the serialized items for the products at the location.
2. Create and send the product transfer.

Create a product transfer and add the serialized products, quantity you want to send, as well as the source and destination. If the
Transfer Record Mode on the product is set to Send and Receive, select the inventory that you want to send. When the product
transfer is sent, a serialized product transaction with a transaction type of Sent is created for each serialized product to track its status
change. A product transfer state is automatically created for each serialized product.
3. Receive a product transfer.

To receive the inventory from a product transfer, create a product transfer state. On the product transfer, update the Quantity Received
and select Received. After the product transfer is received, a serialized product transaction with a transaction type of Received is
created for each serialized product to track its status change. The product item of the transferred serialized product is updated from
source location to destination location. The Quantity on Hand on the source product item and destination product item are updated
accordingly. If there’s an existing destination product item of the given product and location, no new product item is created, and
the Quantity on Hand is updated. If there’s no existing destination product item, a new product item is created. For the source and
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destination product items, a product item transaction record is created. The record shows the quantity of items moved from the
source to the destination.
Guidelines for Serialized Inventory V2

• Before you can send or receive serialized products in a product transfer, the serialized product with the serial number must exist as
a serialized product.
• Only locations that use the Inventory Location option can be associated with product items.
• You can only mark a product transfer as received if the product transfer’s Quantity Sent and Quantity Received are equal.
• You can only transfer multiple serialized products (together in one transfer) if they’re all of the same product that is serialized. A
product that is serialized is a product whose inventory consists of serialized products. A serialized product is the inventory that has
an assigned serial number.
• You can manage serialized inventory V1 and V2 if both are turned on for your org. However, you can't combine V1 and V2 serialized
inventory in the same product transfer or product consumed transaction.
Guidelines for Serialized Inventory V1

When a product transfer for a serialized product item is marked received, the product item’s location automatically updates to reflect
the transfer. This functionality has these limitations:
• The Location field on serialized product items can’t be updated manually.
• When a product transfer associated with a serialized product item is marked received, no product item transaction is created.
• Partial transfers of serialized product items aren’t permitted. A product transfer whose source product item is serialized can be
received only if the product transfer’s Quantity Sent and Quantity Received are equal to the product item’s Quantity On Hand.
Product Item Results Search

When adding a source product item to a product transfer, you can search for product items based on these fields:
• Name
• Product Code
• Description
• Stock Keeping Unit
• Make Name
• Model Name
• Vehicle Trim Level
• Version Name
• Harmonized System Code
• Harmonized Tariff Sched Code
• Manufacturer Name
• Manufacturer Part Number
• Product Line Code
• Product Category Code
• Universal Product Code
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Common Terms
The following is a list of terms that apply to the transfer and consumption of serialized products:
• Product (object): a product that your organization sells.
• Product Item (object): the stock of a particular product at a particular location in field service, such as all bolts stored in your main
warehouse.
• Product Transfer State (object): an action taken to associate a serialized product to a product transfer and indicate the action done
to the serialized product. The new state as a result of the action.
• Product Item Transaction (object): an action taken on a product item in field service. Product item transactions are auto-generated
records that help you track when a product item is replenished, consumed, or adjusted.
• Serialized Product (object): a product that is serialized. Each serialized product has a serial number.
• Serialized Product Transaction (object): an action taken on a serialized product. Serialized product transactions are auto-generated
records that help you track the status change for a serialized product.
• Product Consumed (object): an item from your inventory that was used to complete a work order or work order line item in field
service.
• Product Consumed State (object): the new state of the serialized product after it’s consumed.
Serialized Product Status

When the serialized product status is updated, a serialized product transaction is created. The following table shows the valid serialized
product status changes, and the serialized product transaction type for the corresponding serialized product transaction record.
Original Serialized Products Status New Serialized Products Status Serialized Product Transaction Type
Available or NULL Consumed Consumed
Available or NULL Damaged Damaged
Available or NULL Lost Lost
Available or NULL Available Received
Available or NULL Sent Sent
Damaged Lost Lost
Damaged Available Repaired
Damaged Sent Sent
Lost Available Found
Sent Lost Lost
Sent Available Received
Sent Damaged Damaged
N/A All valid non-null status Replenished
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Consuming a Serialized Product

When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers accordingly.
You can add products consumed to work orders or work order line items. You can also track product consumption at the line item level
to know which products were used for each line item’s tasks.
The following is the process for consuming serialized products:
1. Create the product consumed for a work order. Set the Quantity Consumed to 0.00.
2. For each of the serialized products to be consumed, select a serialized product and set the Product Consumed State to consumed.
3. Update the Quantity Consumed and consume the product. For each consumed serialized product:
• The status is updated to Consumed.
• The product item is set to NULL.
• A serialized product transaction record with a transaction type of Consumed is created.
The Quantity on Hand of the product items is updated to reflect the quantity consumed, and a corresponding product item
transaction record with a transaction type of Consumed is created.
Inventory Transfers in the Mobile App

With a few taps, mobile workers can update product transfers in the app. Before you can use product
EDITIONS
requests to transfer inventory, make sure that service resources can access and receive product
transfers in the Field Service mobile app. Product transfers track the movement of inventory from Available in: both Salesforce
one field service location to another. Classic (not available in all
orgs) and Lightning
User Permissions Needed Experience
To customize page layouts: Customize Application The Field Service core
features, managed
To view and create product transfers: Read and create on product transfers
To create product transfers for products that are available in Enterprise,
support serial numbers: Unlimited, and Developer
Editions.
To send product transfers for products that Read on product items AND Read on serialized
support serial numbers: products
To receive product transfers for products that Read on product items AND Read on serialized
support serial numbers: products
To mark product transfers received: Edit on product items
Check that Salesforce is configured to use product transfers in the mobile app. Then get started receiving product transfers so that you
can track inventory.
Note: To show product transfers in the mobile app, edit the Location page layouts assigned to mobile users. Add the Product
Transfers Destination related list. After you add the related list, product transfers are shown in the Inventory tab in the mobile app.
Make sure that users have permission to view product transfers.
1. In the mobile app, go to Inventory and locate the Product Transfers section. If you don't see product transfers, check the page layouts
assigned to mobile users.
2. For each product transfer that you want to update, tap Scan or Receive.
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3. Select the quantity of products received, and save your changes.

After you save the changes, received product transfers appear in the Received Product Transfers section of the Product Transfers
page. This action can't be undone.
When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn
more, see Guidelines for Transferring Inventory.

Product transfers track inventory movement between locations in field service. Learn how manage
EDITIONS
inventories with product transfers, and how product transfers interact with other inventory
management records. Available in: both Salesforce
Associate Product Transfers with Product Requests orgs) and Lightning
Experience
Typically, you create product transfers in response to a product request. You also can create a series
of product transfers to track the initial stocking of a new mobile worker's service vehicle. The Field Service core
features, managed
If a product transfer is fulfilling a product request, create one product transfer for each product package, and mobile app
request line item so that you can track the status of each part. The Product Transfers related list are available in Enterprise,
shows all product transfers associated with the request’s line items. And, product request line items Unlimited, and Developer
have their own Product Transfers related list. Editions.
Associate Product Transfers with Shipments

To monitor inventory movement, create shipments and link them to product transfers. Shipments contain information about the products
on board, the shipping carrier, and the expected delivery date.
For example, you create a product request for 50 hammers and 40 boxes of nails at Warehouse C. The product request has two line
items: one for hammers, and one for nails. To fulfill the request, your inventory manager creates two product transfers—one for each
line item—that indicate that the hammers and nails are to be transferred from Warehouse B. The manager creates a shipment to track
the transfer and then enters it in the Shipment field on both product transfers. The product request shows the related product transfers.
You can associate a shipment with multiple product transfers in the Product Transfers related list. A shipment’s product transfers can
each be related to different product request line items from one or more product requests.
Update or Delete Product Transfers

If a product transfer isn't marked received, you can edit it normally. You can't update received transfers, but you can delete them. When
you delete a transfer:
• The Quantity on Hand of the source and destination product items reverts to the pretransfer quantity.
• Product item transactions with a transaction type of Adjusted are added to the source and destination product items.

For higher-value inventory such as computers, you can create one product item record per item so that you can record each item’s serial
number on the product item record and then track the item’s movement.
Product transfers for serialized product items is in beta and is permitted only if you enroll in the beta program. When a product transfer
for a serialized product item is marked received, the product item’s location automatically updates to reflect the transfer. This functionality
has these limitations:
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• The Location field on serialized product items can’t be updated manually.

• When a product transfer associated with a serialized product item is marked received, no product item transaction is created.
• Partial transfers of serialized product items aren’t permitted. A product transfer whose source product item is serialized can be marked
received only if the product transfer’s Quantity Sent and Quantity Received are equal to the product item’s Quantity On Hand.
Mark Product Transfers Received

Selecting Received on a product transfer indicates that the items were added to the inventory at their destination. Marking a product
transfer prompts these actions.
• Product items are updated or created. Product items track the quantity of a particular product at a particular location. For example,
a product item can represent all the hammers at Warehouse A. When a product is transferred from one location to another, the
quantity at the source location decreases to reflect the transfer.
– If there's a product item for the transferred products that are stored at the destination, the quantity increases to reflect the
transfer.
– The first time that a product is stored at the location, a product item is automatically created that reflects the quantity transferred
there.
For example, if Service Van B never contained hammers, there's no hammer product item record at Service Van B. When hammers
are transferred to Service Van B, a product item is created that shows the number of hammers transferred.
• Product item transactions are created. When you mark a transfer received, a product item transaction with a type of Transferred
is created to represent the increase in stock at the destination. If a source location or source product item is specified, a second
transaction is created to represent the decrease of stock at the source. The first transaction’s quantity is positive because stock is
added; the second transaction’s quantity is negative. These transactions appear in the Product Item Transactions related list on the
related product transfer, source product item, and destination product item so that you can quickly review past transactions at your
inventory locations.
Example: Warehouse A has 100 hammers in stock. Your new mobile worker, Jessica, has her service van, and you created a
location to represent the van in Salesforce. You create a product transfer to track the transfer of five hammers from Warehouse A
to Jessica’s van. Because Jessica’s van contains no hammers, selecting Received on the transfer causes these events.
• The quantity on the existing product item for hammers stored at Warehouse A decreases from 100 to 95
• A second product item is created that has these settings:
– Product: Hammer
– Quantity: 5
– Location: Jessica’s Van
• A product item transaction is created for the hammer product item with a transaction type of Transferred and a quantity of 5.
SEE ALSO:
367
Field Service Track Inventory Consumption in Field Service
Track Inventory Consumption in Field Service

Create products consumed to track the use or consumption of items from your inventory.
EDITIONS
When an item leaves your inventory because it was used during a field service appointment, create
a product consumed record so your inventory numbers are adjusted accordingly. You can add Available in: both Salesforce
products consumed to work orders or work order line items. Track product consumption at the line Classic (not available in all
item level if you want to know which products were used for each line item’s tasks. orgs) and Lightning
Experience
1. In the Products Consumed related list on a work order or work order line item, click New.
2. If applicable, enter a work order line item. The work order is auto-populated. The Field Service core
features, managed
3. In the Product Item field, select the product item where the part originated. For example, if 10 package, and mobile app
bolts that were stored in Warehouse B were used to complete the work order, select the product are available in Enterprise,
item that represents all bolts stored in Warehouse B. Unlimited, and Developer
4. Enter the quantity consumed. Editions.
5. To link the consumed product to a price book entry, select a price book entry and enter the
unit price. USER PERMISSIONS
Note: To create a product consumed that lists a price book entry, you need “Use” sharing To view products consumed:
access to price books. • Read on work orders
To create or delete products
6. Add context in the Description field.
consumed:
7. Save your changes. • Edit on work orders AND
Read on product items
Tip: After a product item is consumed, track it as an asset (an installed or purchased product)
To update products
and add product details like a serial number.
consumed:
• Edit on work orders
Guidelines for Consuming Inventory
When inventory is consumed as part of a work order, logging the consumption kicks off several
behind-the-scenes changes. Learn how product consumption fits into your field service operation.
Consume Serialized Inventory
When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers
accordingly. You can add products consumed to work orders or work order line items. You can also track product consumption at
the line item level to know which products were used for each line item’s tasks.
SEE ALSO:
368
Guidelines for Consuming Inventory

When inventory is consumed as part of a work order, logging the consumption kicks off several
EDITIONS
behind-the-scenes changes. Learn how product consumption fits into your field service operation.
Track Product Consumption Classic (not available in all
orgs) and Lightning
When a mobile worker uses a product during a field visit, they can create a product consumed Experience
record from the Products Consumed related list on the related work order or work order line item.
For example, a work order can have one product consumed record representing the consumption The Field Service core
of 10 bolts, and another representing the consumption of two batteries. Products consumed are features, managed
typically associated with a product item that represents where the item was stored before use. package, and mobile app
Why to Track Product Consumption Editions.
Track product consumption so you know when and why items from your inventory are used and
when your stock is running low. When you create a product consumed record on a work order or
work order line item, the quantity listed on the related product item updates to reflect the consumption.
For example, suppose you have a product item representing the bolts stored in your service van. You use 10 bolts to complete a work
order, so you create a product consumed record on the work order to track the consumed bolts. Creating the product consumed reduces
the quantity of the product item representing bolts in your van by 10.
Note: If you want to track product consumption but don’t need to track the movement of inventory between locations, you can
skip creating locations and product items. Instead, complete the Price Book Entry field on product consumed records to indicate
which product was consumed. However, this approach offers a limited view of your inventory.
Viewing Updates to Product Consumed Records

Product item transactions are auto-generated records that summarize changes made to product items in your org. They appear in the
Product Item Transactions related list on related records. Most actions on products consumed create a product item transaction.
• Creating a product consumed: A product item transaction is created on the product item with a type of Consumed and a negative
quantity equal to the quantity consumed. Because access to product item transactions is determined by product item access, you
need permission to view product items before you can create products consumed.
• Changing the quantity on a product consumed: You may need to change the quantity on a product consumed to indicate that
fewer or more items were consumed. In this case, a product item transaction is created with a type of Adjusted and a negative
quantity equal to the additional quantity consumed. For example, if a mobile worker updates a product consumed to indicate that
two more bolts were used, the new product item transaction’s quantity would be –2.
• Deleting a product consumed: Deleting a product consumed is considered an adjustment. A product item transaction of type
Adjusted is created with a positive quantity equal to the quantity consumed.
SEE ALSO:
369
Consume Serialized Inventory

When an item is used during a field service appointment, create a product consumed record to
EDITIONS
adjust your inventory numbers accordingly. You can add products consumed to work orders or
work order line items. You can also track product consumption at the line item level to know which Available in: both Salesforce
products were used for each line item’s tasks. Classic (not available in all
orgs) and Lightning
User Permissions Needed Experience
To view products consumed: Read on work orders The Field Service core
features, managed
To create or delete products consumed: Edit on work orders AND Read on product items
To create products consumed for products that Create on products consumed are available in Enterprise,
support serial numbers: Unlimited, and Developer
Editions.
To update products consumed: Edit on work orders
To consume products for products that support Edit on work orders AND Read on product items
serial numbers: AND Read on serialized products
Use your organization’s best practices to define a process for associating an asset with the consumed serialized product.
1. Create a product consumed.
a. Open the work order.
b. On the Related tab, go to Products Consumed and click New.
c. If applicable, enter a work order line item. The work order is auto-populated.
d. Select the serialized Product Item.
e. Enter 0.00 for the Quantity Consumed.
f. Add context in the Description field.
g. Click Save.
2. Set the product consumed state.

a. Go to the work order’s Related list.
b. Select the product consumed.
c. Go to the product consumed Related list.
d. On Product Consumed State, select New.
e. Use the lookup field to select a Serialized Product.
f. For the Consumed State, select Consumed or Withdrawn indicates that the product was previously dispatched but taken out
of circulation for repair.
g. Click Save.
h. Repeat the steps for all serialized products included in the product consumed.
3. Consume the product.

a. Edit the Product Consumed.
b. Select Consumed.
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Field Service Track Inventory Shipments in Field Service
c. Enter the Quantity Consumed.

d. Click Save.
Track Inventory Shipments in Field Service

To track product items while they’re in transit between locations, create shipments. Shipments
EDITIONS
contain information about the products on board, the shipping carrier, and the expected delivery
date. Available in: both Salesforce
Link shipments to product transfers so your team always knows the status of part transfers. While Classic (not available in all
shipments are an optional feature, they help you stay informed about the coming and going of orgs) and Lightning
items in your inventory. Experience
1. From the Shipments tab, click New. The Field Service core
features, managed
2. In the General Information section, add details about the shipment’s origin and destination. If
applicable, select the field service locations where the shipment departs or arrives.
3. In the Tracking Information section, add details about the shipping provider and delivery date. Unlimited, and Developer
4. Add a description explaining what is being shipped. Editions.

USER PERMISSIONS
6. From the Product Transfers related list, create product transfers to track the movement of
product items that were included in the shipment. To create shipments:
• Create on shipments
SEE ALSO:
371
Field Service Track Customer Returns in Field Service

Create return orders to facilitate the return and repair of items that were sold to customers or supplied
EDITIONS
to field service workers.
1. From the Return Orders tab or the Return Orders related list on a record, click New. Available in: both Salesforce
2. Enter an account and contact associated with the return order.
orgs) and Lightning
3. Enter an associated product request. For example, if a mobile worker is returning an unused Experience
item, select the related product request that the product was intended to fulfill.
4. In the Returned By field, select the user returning the items. features, managed
5. Enter a source and destination location, if applicable. For example, if the return order tracks the package, and mobile app
return of products from a customer’s facility to your main warehouse, select the warehouse as are available in Enterprise,
your destination location. Unlimited, and Developer
Editions.
6. Enter a shipment type, address, and the date the returned products are expected to arrive at
the destination location. The Ship From Address represents the location of the items at the start
of the return or repair. For example, if a customer is returning an item, enter the customer’s USER PERMISSIONS
address.
To create return orders:
7. Add notes or context about the return in the Description field. • Create on return orders
8. Save your changes. To view return order line
9. In the Return Order Line Items related list, add a line item for each product being returned. items:
• Read on return orders
a. Click New.
b. To represent the items being returned, fill out one of more of the following fields: Asset, return order line items:
Order Product, Product, Product Item, and Product Request Line Item. • Edit on return orders
Tip: If you enter a product item, select the product item associated with the source
location of the returned items.
c. Enter a quantity and unit of measure. If a product or product item is selected, the unit of measure is autopopulated.
d. Select a reason for the return.
e. In the Processing Plan field, indicate what should happen to the returned item.
f. In the Repayment Method field, indicate how the owner should be reimbursed for the return. If the return order is tracking the
return of items from van stock to an inventory location, you’ll probably leave this field blank.
g. If needed, update the source and destination location. These are inherited from the return order, but can be updated.
h. Add notes or context about the returned items in the Description field.
i. Save your changes.
Guidelines for Tracking Customer Returns

Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer
repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier.
SEE ALSO:
Return Order Fields
372

Learn about common return scenarios and how to log them in Field Service. Use return orders to
EDITIONS
track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock
to a warehouse or supplier. Available in: both Salesforce
Return orders are available in Lightning Experience, Salesforce Classic, the Salesforce mobile app, Classic (not available in all
the Field Service mobile app for Android and iOS, and Experience Cloud sites built using Salesforce orgs) and Lightning
Tabs + Visualforce. Customers can initiate a return from a site, or agents can create return orders Experience
in response to a customer call or mobile worker request. The Field Service core
features, managed
Create Return Orders package, and mobile app
Create return orders from the Return Orders tab or the Return Orders related list on accounts, Unlimited, and Developer
contacts, product requests, cases, orders, or locations. Editions.
You can associate return orders with product requests, cases, accounts, contacts, orders, work orders,
and more. This versatility lets you use return orders to track a wide range of return scenarios. It’s up
to you to decide how return orders fit into your field service processes. For example, to minimize processing time, don’t associate return
orders with product transfers.
When you create a return order, add return order line items to track the specific items being returned or repaired. Each line item must
list one or more of the following: product, product item, asset, product request line item, and order product. If you select more than one
of these fields on a return order line item, make sure they all link to the same product.
Common Return Order Scenarios

Customer Returns
When a customer wants to return a product, create a return order. Follow these guidelines.
• On the return order:
– If a customer case was created to address the return, select it in the Case field.
– In the Source Location field, select the customer’s site where the product is located at the start of the return. You may need
to leave this field blank if the customer’s site isn’t tracked as a location in Salesforce.
– In the Destination Location field, select the inventory location where the item is returned for restocking, or the workshop
where the item is salvaged or discarded.
– In the Ship From address, enter the customer’s address where the product is at the start of the return.
• On the return order line item:

– To represent the items being returned, fill out one or more of the following fields: product, product item, product request
line item, and order product. For customer returns, you’ll likely use the Asset or Order Product fields.
For example, a customer of a hypothetical robotic arms company, Rockin’ Robotics, purchased a small hydraulic arm by mistake. To
return it, they create a case from the customer site. The assigned agent creates a return order for the customer which lists the related
order and order product. The agent then creates a product transfer to track the return of the arm to the warehouse. Upon its arrival,
the on-site worker updates the quantity on the appropriate product item to indicate that the warehouse has gained a small hydraulic
arm.
Customer Repairs
When a customer wants their product repaired or retrofitted, use a return order to track the repair and return of the product. Follow
these guidelines.
• On the return order:
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– Link the return order to related work orders in the Work Orders or Work Order Line Items related lists. Most repairs involve
a work order that was created for the customer.
– If a customer case was created to address the repair, select it in the Case field
– In the Source Location field, select the customer’s site where the product is at the start of the return. You may leave this field
blank if the customer’s site isn’t tracked as a location in Salesforce.
– In the Ship From address, enter the customer’s address where the product is at the start of the return.
– In the Destination Location field, select the workshop where the product is repaired. You can use product transfers to track
the movement of the product to and from the workshop.
• On the return order line items:

– In the Repayment Method field, if the item will be returned to the customer after repair, select Return.
– To represent the items being repaired, fill out one or more of the following fields: product, product item, product request
line item, and order product. For customer repairs, you’ll likely use the Asset or Order Product fields.
For example, a Rockin’ Robotics customer wants their eight-year-old hydraulic arm retrofitted to use the most current technology.
They call Rockin’ Robotics and the support agent creates a work order to have the arm retrofitted. The agent then associates the
work order with a return order that tracks the return of the arm to the Rockin’ Robotics Workshop. After the arm is retrofitted, the
work order is marked complete and a product transfer is created to track the return of the arm from the workshop to the satisfied
customer.
Mobile Worker Returns
When a product is requested for a field service job but ends up going unused for any reason, use a return order to track the return
of the product to the supplier or an inventory location. Follow these guidelines:
• On the return order
– In the Product Request field, select the product request that the product was intended to fulfill. You can also associate the
return order line items with the product request’s line items.
– In the Account field, select the account that the product was intended for.
– In the Source Location field, select the product’s location at the time of the creation of the return order. For example, a mobile
worker’s service vehicle.
– In the Destination Location field, select the product’s intended destination. For example, an inventory location such as a
warehouse, or a supplier’s site.
– In the Ship From address, enter the starting address of the return.
• On the return order line items

– If the return order lists a product request, select the relevant product request line item in the Product Request Line Item field.
– If the return doesn’t involve reimbursement (which is likely), set the Repayment Method to None.
– In the Processing Plan field, select Restock if the item is returning to your inventory.
– To represent the items being returned, fill out one or more of the following fields: product, product item, product request
line item, and order product. For mobile worker returns, you’ll likely use the Product Request Line Item, Product, or Product
Item fields. If you select a product item, choose the product item that is associated with the product’s source location.
• If needed, create an associated product transfer to track the transfer of the product from its current location back to your inventory.
For example, to prepare for an on-site installation appointment, a Rockin’ Robotics mobile worker creates a product request for three
large hydraulic arms. Upon arriving at the site, the worker learns that only two arms are needed. To return the unwanted arm to the
main warehouse, the worker creates a return order with one line item that lists the arm in the Product field. After the arm is returned
to the warehouse, the warehouse product item can be updated to reflect the change in inventory numbers.
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Field Service Record Product Warranties in Field Service
Note: While you can track the return of products to your inventory using only a product transfer, return orders let you add
information about why the product is being returned.
SEE ALSO:
Return Order Fields
Report on Field Service
Record Product Warranties in Field Service

Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you
EDITIONS
provide to rectify issues with products you sell or install.
To create a standard warranty, assign warranty terms to a product or product family. Then, when Available in: both Salesforce
you sell or install a product, record details of additional or extended warranties along with exclusions Classic (not available in all
and void terms. orgs) and Lightning
Experience
Setting up warranty information involves these steps:
• Create warranty terms. The Field Service core
features, managed
• Assign warranty terms to a product or product family. package, and mobile app
• Create an asset and (if your admin hasn’t set up automation) add the standard warranty terms are available in Enterprise,
for the product. Unlimited, and Developer
• Enter additional or extended warranty terms for the asset. Editions.
Create Warranty Terms

1. Navigate to Warranty Terms, and click New.
2. Enter the details of the warranty term.
3. Save the record.
Assign Warranty Terms to a Product
1. Navigate to the Product, and from the Warranty Terms related list, click New.
2. Search for a warranty term.
3. Choose whether this warranty term applies to the product or product family.
4. Save the record.
Enter Additional or Extended Warranty Terms for an Asset
When an asset is created, it picks up the standard warranty terms for the product. You can then modify these terms or add new ones.
1. Navigate to the Asset, and from the Asset Warranties related list, click New.
2. Search for a warranty term or enter details of the warranty term.
3. Save the record.
SEE ALSO:
Organize Products with Product Families
Set Up for Product Warranties in Field Service
375
Field Service Manage Product Service Campaigns in Field Service

Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life
EDITIONS
communication, or similar product update.
Managing a product service campaign involves these steps. Available in: both Salesforce
• Create a product service campaign. Classic (not available in all
orgs) and Lightning
• Identify the assets affected and creating a product service campaign item for each asset.
Experience
For product service campaigns with several tasks to complete, consider creating a work
type. The Field Service core
• Create work orders and work order line items, return orders and return old line items, or a features, managed
combination of both to complete the campaign tasks. package, and mobile app
Create a Product Service Campaign Unlimited, and Developer
• Navigate to Product Service Campaign and click New. Editions.
• Enter the details of the product service campaign.
• Save the record.
Add Product Service Campaign Items
• Navigate to the Product Service Campaign, and from the Product Service Campaign Items related list and click New.
• Enter the details of the product service campaign item.
Note: Where there are many assets for the product subject to the product service campaign, create the product service
campaign items using Data Loader.
Add Work Orders and Return Orders
• Navigate to either Product Service Campaign or Product Service Campaign Items, and from the Work Orders and Return Orders
or Work Order Line Items and Return Order Line Items related list, click New.
• Enter the details of the work order and return order or work order line items and return order line items.
SEE ALSO:
Set Up Product Service Campaigns in Field Service
376
Field Service Track Availability and Reliability in Field Service

Obtain availability and reliability statistics for assets.
EDITIONS
1. On the asset, enter the Average Uptime Per Day, Uptime Record Start Date, and Uptime Record
orgs) and Lightning
Experience

features, managed
End Date. package, and mobile app
Average Uptime Per Day records the number of hours the asset is expected to be available on are available in Enterprise,
average every day. For example, the public elevators in a retail store that is open from 8 AM to Unlimited, and Developer
8 PM Monday through Saturday. The Average Uptime Per Day is calculated as 12 hours for 6 Editions.
days divided by 7 days in the week, for 10.28 hours.
2. Use the Asset Downtime Periods related list to Record Asset Downtime in Field Service on page 378.
Note: After updating Asset Downtime Periods, reload the Asset record to see the updated cumulative downtime, cumulative
unplanned downtime, availability, and reliability.
About the calculations:
Note: Availability and reliability are calculated when an uptime record start date is provided. When no uptime record start date
is provided we don't calculate availability or reliability, and both fields are blank.
Availability and reliability values are calculated as the ratio between expected uptime and actual uptime allowing for:
• planned and unplanned downtime (in calculating availability), that is Availability = (expected uptime - accumulated planned and
unplanned downtime) / expected uptime
• planned downtime (in calculating reliability), that is Reliability = (expected uptime - accumulated unplanned downtime) / expected
uptime
Expected uptime is calculated as follows:
• If the uptime record end time is in the future or no uptime record end time is provided
– Uptime = the average uptime per day * number of days between the uptime record start time and now.
• Else
– Uptime = the average uptime per day * number of days between the uptime record start time and uptime record end time.
Planned and unplanned downtime are accumulated as follows:

• If the uptime record start time or uptime record end time change, the accumulated downtimes are recalculated based on the uptime
record start time and uptime record end time. If there’s no uptime record end time, all records after the uptime record start time are
accumulated, including records dated in the future.
• When a downtime record is added, updated, or deleted, the accumulated downtime is updated if the record’s downtime start or
end date falls between the uptime record start time and uptime record end time. If there is no uptime record end time, all records
after the uptime record start time are accumulated, including records dated in the future.
Note: If you record details of planned downtime, we recommended that you maintain the uptime record end time as a date
close to now. This ensures that the availability and reliability calculations exclude planned downtime information. If the uptime
377
Field Service Record Asset Downtime in Field Service
record end time isn't set, and the accumulated planned downtime exceeds the accumulated uptime to date, the reliability and
availability statistics may be reported as negative.
The read only Outside Uptime Calculation Period checkbox indicates whether a record is excluded from the cumulative downtime
calculation.
Note: When reporting on asset downtime records, you can’t filter records using the Outside Uptime Calculation Period flag nor
can you include the flag in the report
Record Asset Downtime in Field Service

Use the Asset Downtime Periods related list to record details of planned and unplanned downtime.
Record Asset Downtime in Field Service

Use the Asset Downtime Periods related list to record details of planned and unplanned downtime.
EDITIONS
1. Open the asset record and the Related tab.
2. Next to Asset Downtime Periods, click New.
3. In Downtime Type, select Planned or orgs) and Lightning
Experience

features, managed
Editions.
Unplanned.
4. Enter the date and time for the start and end of the downtime.
5. Enter a description of the reason for the downtime.
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Field Service Manage Field Service Reports
Note: Enter details for downtime that occurs during the hours when the asset is expected to be available. For example, a public
elevator in a retail store is expected to be available from 8 AM to 8 PM. In this example:
• Planned maintenance performed between 9 PM and 10 PM isn’t recorded as downtime.
• Unplanned maintenance performed between 7 AM and 9 AM is recorded as unplanned downtime from 8 AM to 9 AM.
• Unplanned maintenance performed between 1 PM and 11 AM the following day is recorded as two down time records:
– Unplanned downtime from 1 PM to 8 PM on the first day.
– Unplanned downtime from 8 AM to 11 AM on the second day.
If downtime outside the expected uptime is recorded, the reliability and availability figures are understated. In extreme cases, they
can be reported as negative.
Note: When an asset is shared, its asset downtime period records are also shared.
Manage Field Service Reports

Create reports for work orders, work order line items, or service appointments and email them
EDITIONS
directly to tcustomers. Use standard templates, or create variations of your own.
Note: Service report PDFs don't support right-to-left text layout. For more information, see Available in: both Salesforce
Right-to-Left (RTL) Language Support. Classic (not available in all
orgs) and Lightning
Experience
Create Field Service Report Templates
In Field Service, a service report summarizes a work order or service appointment in a PDF that
features, managed
your customers and team members can sign. To control what appears in your service reports,
create service report templates.
Create Field Service Customer Reports Unlimited, and Developer
In Field Service, create service reports to give your customers summaries of the work that your Editions.
field service team performed.
SEE ALSO:
Service Report Fields
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Field Service Create Field Service Report Templates

In Field Service, a service report summarizes a work order or service appointment in a PDF that your
EDITIONS
customers and team members can sign. To control what appears in your service reports, create
service report templates. Available in: both Salesforce
Users generate a service report for a record by clicking Create Service Report on a record. A record’s Classic (not available in all
service reports appear in the Service Report related list. If you choose not to specify a service report orgs) and Lightning
template on a work order, it uses the service report template listed on its work type. If the work Experience
type doesn’t list a template or no work type is specified, the work order uses the default service The Field Service core
report template. The same is true for work order line items. features, managed
Important: To avoid errors when service reports are generated, don't deactivate the default package, and mobile app
service report template.
There’s an issue with service report templates when they’re saved in IE: the header can overlap Editions.
the body in reports generated from these templates. Use Chrome or Firefox to save service
report templates instead.
USER PERMISSIONS
1. If you want your team to collect signatures on service reports using the Field Service mobile
app, create picklist values for the Signature Type field on digital signatures. Signature types To edit page layouts and
picklist values:
represent the role of the person signing a report.
a. Navigate to the Setup page.
To create service report
b. In Salesforce Classic, from Setup, enter Digital Signatures in the Quick Find box, templates:
then select Fields under Digital Signatures. • Modify All Data,
Customize Application,
c. In Lightning Experience, go to Digital Signature in the Object Manager, then click Fields and View Setup and
and Relationships. Configuration
d. Click Signature Type.
e. From the Signature Type Picklist Values related list, add up to 1,000 values. For tips on
creating signature types, see Field Service Guidelines for Using Signatures on Service Reports.
2. Add the Create Service Report button to page layouts for the following objects:
• Work orders
• Work order line items
• Service appointments
3. Create a service report template.

a. From Setup, enter Service Report in the Quick Find box, then click Service Report Templates under Field Service.
b. Click New, or click Edit next to a report template you’d like to adjust. You already have one active template named Standard.
c. If you’re creating a template, select an existing template as its base and give it a name.
d. In the Related Templates dropdown menu, at the top of the template editor, select a subtemplate.
Each template comes with four subtemplates, which enables service reports for multiple record types:
• Service Appointment for Work Order
380
• Service Appointment for Work Order Line Item

• Work Order
The Related Templates field shows the subtemplate that you’re editing. We recommend customizing all four subtemplates so
you’re confident that your service reports contain the right information.
e. Drag fields, sections, and related lists onto your layout.

f. Click Save.
Note: When you preview the report template, it shows the System Administrator profile view. The data shown is simulated,
except for images and rich text. If the person creating the service report doesn’t have Read permission on objects or fields
in the service report template, those fields don’t appear on the report they create.
g. (Recommended) Select another subtemplate in the Related Templates field, and customize its layout. Repeat until you’ve
reviewed the layout of all four subtemplates.
h. Click Activate next to the template name on the Service Report Templates home page.
Field Service Guidelines for Creating Service Report Templates

Service report templates in Field Service determine the type and order of data in service reports. Learn how to customize your service
report templates to suit your needs.
Field Service Guidelines for Using Signatures on Service Reports
Field service workers can capture signatures from customers and partners on service reports. On the service report template, you
define the number and type of signatures allowed.
SEE ALSO:

Service report templates in Field Service determine the type and order of data in service reports.
EDITIONS
Learn how to customize your service report templates to suit your needs.
Adding Fields Classic (not available in all
orgs) and Lightning
Service reports can contain fields from multiple objects. To add a field, select the object in the Experience
top-left section of the editor, then locate and drag the field onto your layout.
Use the Section element to organize fields on your layout. Your template comes with several default features, managed
sections, which you can modify, rename, or delete. Click the wrench icon in a section to change package, and mobile app
the number of columns, edit or hide the title, and more. are available in Enterprise,
Editions.
Adding Related Lists
To add a related list to your template, drag the List element onto the layout. Enter a title, select the
object, and select fields to display in the related list.
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Filter a Related List

To hide unwanted records from a related list on generated service reports, create a filter. For example, filter the Work Order Line
Items related list on work order service reports so it only shows completed line items.
Related list filters on service report templates work just like regular list view filters. You can create up to five filters per related list.
1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired
sub-template.
2. On the related list you want to filter, click the wrench icon and select the Filters tab.
3. To define the filter, select a checkbox or picklist field, and choose an operator.
4. To select one or more values click the lookup icon, or enter values manually, separated by commas. Only records that list a
selected value in the filter field appear in service reports that use the template. (Deactivated picklist values don’t appear in the
lookup, but you can enter them manually.)
5. Click OK and save your changes. The filter you created is reflected in service reports that use your template.
Note:
• The Status field on contract line items isn’t available for filtering.
• The Filters tab isn’t available in Internet Explorer 8.
• If the user generating the service report doesn’t have access to a field used to filter the related list, the filtering doesn’t
occur.
Sort a Related List

To customize the order of records in a related list, sort the list by any number or date field. For example, order the records in the
Work Order Line Items related list from earliest to latest completion date.
1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired
sub-template.
2. On the related list you want to filter, click the wrench icon and select the Sorting tab.
3. Select a field to sort by, and choose ascending or descending order.
4. Click OK and save your changes. The sorting logic you added is reflected in service reports that use your template.
Note: If the user generating the service report doesn’t have access to the field used to sort the related list, the sorting doesn’t
occur.
Adding Signatures
To let mobile workers collect signatures on a service report, drag the Signature element onto your layout. You can add up to 20 signature
blocks to a sub-template. Every signature block needs a different signature type. To learn more about signatures, see Field Service
Guidelines for Using Signatures on Service Reports.
Adding Other Design Elements

• To add your company logo to service reports, drag the Text/Image Field element onto the layout and upload your logo. A 220-px
wide logo is optimal, wider images are cropped. If the uploaded logo is wider than 220 px, resize the image by dragging its sizing
hands in the Text/Image Field element. Images can be added to the header, footer, and body of a service report template.
• To customize the footer and add page numbers, click the wrench icon in the footer section. For example, add the Work Order Number
field.
382
• To add space between fields or sections in the template, use the Blank Space field. Each Blank Space field adds 5 pixels of vertical
space to the report PDF.
SEE ALSO:
Apex Trigger: Send Email when Service Report is Created
Capture Customer Signatures on Service Reports with a Flow

Field service workers can capture signatures from customers and partners on service reports. On
EDITIONS
the service report template, you define the number and type of signatures allowed.
Set Up Signature Types Classic (not available in all
orgs) and Lightning
The Signature Type field specifies the role of the person signing a service report. The type ensures Experience
that the right person signs your service reports.
For example, when your company performs preventive maintenance, you want both the customer features, managed
and the mobile worker to sign the final service report. The signatures confirm that both parties package, and mobile app
agree on the work that was completed. are available in Enterprise,
Your org comes with one signature type called Default. A service report template can contain only Unlimited, and Developer
one signature per type. If you want to collect more than one signature on a service report, you can Editions.
add more signature types. In Setup, edit the Signature Type picklist field on the Digital Signature
object. Create at least one value for each role that can sign a service report. For example, Technician,
Customer, Supervisor, and Supplier. If you expect multiple people in one role—for example, all mobile workers who are at the
appointment—to sign a service report, create numbered types: Technician 1, Technician 2, and so forth.
Note: You can create up to 1,000 signature types. You can’t delete a signature type, but you can deactivate it. When a signature
type is deactivated, it can’t be added to a new service report template. However, the signature type still appears in the service
report templates that include it.
Add Signature Blocks to Service Report Templates

A signature block on a service report template contains one signature.
To add a signature block to a service report template, navigate to the Service Report Templates page in Setup. Open a service report
template and drag the Signature element to the template layout. Modify the signature block’s settings as needed. The Type field is
required. Make sure to add the Signature field, which designates the signature space. You can change the title to reflect who is signing,
or hide the title and field labels.
383
You can add up to 20 signature blocks to a service report template. Because each signature block must use a different signature type,
you can’t drag extra signature blocks onto a template until you’ve created corresponding Signature Type values. Double-click a signature
block’s title to view its settings.
Note: Signature blocks can’t use multiple columns.
Capture Signatures for Service Reports

Signatures are captured from the Field Service mobile app. A captured signature isn’t reused in a future version of the report.
For example, a mobile worker generates a service report for an appointment, and the customer signs it. The mobile worker then updates
the service notes to add a recommendation. When the mobile worker regenerates the service report, the customer’s signature doesn’t
appear on the new report.
If you want to reuse signatures across all service report versions, contact Salesforce.
Note: Signature capture and signature reuse are provided strictly on an "As-Is" basis. Customers are solely responsible for ensuring
that the use of signature capture and signature reuse complies with applicable laws.
Find Signed Service Reports

To easily find the service reports that contain signatures, add the Signed checkbox to the Service Reports related list on work orders,
work order line items, or service appointments. If a service report contains one or more signatures, this checkbox is automatically selected.
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Field Service Create Field Service Customer Reports
Note: After the service report is created, the signatures collected during the service event are deleted. See Create Field Service
Customer Reports on page 385 for more details.
SEE ALSO:
Create Field Service Customer Reports

In Field Service, create service reports to give your customers summaries of the work that your field
EDITIONS
service team performed.
Note: Available in: both Salesforce

• You can generate service reports from work orders, work order line items, and service orgs) and Lightning
appointments. Experience
• To create a service report in the Field Service mobile app, navigate to a service
appointment, work order, or work order line item. Tap the action icon, then tap Create
features, managed
Service Report.
• You can’t generate service reports in the Salesforce1 mobile app. are available in Enterprise,
• See Quote Template and PDF Limitations and Visualforce PDF Rendering Considerations Unlimited, and Developer
and Limitation for information on the limitations that apply to service report PDFs. Editions.
• See Considerations for Adding Images to Quote Templates for information on limitations
that apply to images added to service reports. USER PERMISSIONS
1. From a work order, work order line item, or service appointment, in the action dropdown menu To create service reports:
click Create Service Report. • Edit on the parent object
(work orders, work order
Tip: If you don’t see this action, ask your Salesforce admin to add it to the page layout. line items, or service
Service reports can’t be created for service appointments whose parent record is an appointments)
account, asset, lead, or opportunity. To email a service report:
2. Use the lookup to find the template that you want to use. • View on the parent
object AND Send Email
3. Click Create PDF.
The service report preview appears.
4. To save the service report to the record, click Create Service Report. To save the report to the record and send a copy to the
customer, click Create and Send Service Report. Then fill out the email fields, and click Send.
The service report is saved in the Service Reports related list on the record.
Note: After the service report is created, the signatures collected during the service event are deleted. Use the saved service
report to provide a proof of signature.
A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is
blank, the report uses the default language of the person generating the report. To add languages, in Settings, use Quick Find to search
for Translation Language Settings. Click Edit next to the desired language, then click Active. To add a user as a translator for the language,
select them from the available list and click Add, then Save.
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Field Service Manage Field Service Asset Attributes
Note: If you don’t have Read permission on an object or field in the service report template, it doesn’t appear in the service report
that you create.
SEE ALSO:
Create Service Reports in the Field Service Mobile App
Manage Field Service Asset Attributes

By defining and monitoring Field Service asset attributes that represent asset health and performance, you can improve asset management
and help mobile workers efficiently repair and maintain assets. After defining asset attributes, you can define threshold monitoring based
on recordset filter criteria and track threshold compliance for multiple asset attributes.
Watch the video to see how to use asset attributes to track asset health and performance.
Watch a video
Build and Manage Field Service Asset Attributes

Create and maintain asset attributes by defining the values and data types of attribute definitions and associating them with asset
attributes.
Manage Threshold Monitoring for Field Service Asset Attributes
You can set up monitoring based on Recordset Filter Criteria (RFCs) defined for asset fields and attributes.
Build and Manage Field Service Asset Attributes

Create and maintain asset attributes by defining the values and data types of attribute definitions and associating them with asset
attributes.
What Are Asset Attributes?

Product and asset managers can use asset attributes to track and analyze large numbers of attributes for products or assets. An asset
can have multiple attributes that represent an asset’s health and performance.
Asset attributes help mobile workers better understand the condition of assets and let them repair and maintain those assets in the field
more efficiently. They also enable asset managers to shift to proactive, and ultimately predictive, service models that promote higher
equipment uptime and compliance.
You can use custom fields to characterize all assets that share characteristics. They can track slower-changing aspects of health, such as
software version, or real-time performance values, such as temperature and pressure. Asset attributes can vary by product and asset and
track faster changes.
Each asset attribute has a definition and a value. The definition describes the value and determines its data type. Attribute values appear
in the Asset Attributes related list on the asset record.
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Field Service Build and Manage Field Service Asset Attributes
Before You Begin

Make sure your admin completes these tasks before you begin creating and managing asset attributes.
• Enabled Field Service.
• From Setup, in the Quick Find box, enter Users Profiles, and then select Profiles. Select the relevant profile. For Attribute
Definitions in Tab Settings, make sure that the tab is set to Default On and in Standard Object Permissions, basic access
permissions are enabled. Perform this step for all the relevant page layouts.
• From Setup, in the Quick Find box, enter Users Profiles, and then select Profiles. Select the relevant profile. For Units of
Measure, in Tab Settings, make sure that the tab is set to Default On and in Standard Object Permissions, basic access permissions
are enabled. Perform this step for all the relevant page layouts.
• From Setup, in the Object Manager tab Quick Find box, enter Unit of Measure. Go to Fields and Relationships. Click Type
and add type picklist values (for example Imperial, Metric).
Your admin can also customize the fields to appear in the Asset Attributes related list. In the page layout of the Asset object, select the
fields to show.
Create an Attribute Definition

Create, view, edit, and delete attribute definitions for asset attributes.
Create Asset Attributes
Create an asset attribute by associating it with an attribute definition on the asset record.
SEE ALSO:
Customize Related Lists
Create an Attribute Definition

Create, view, edit, and delete attribute definitions for asset attributes.
USER PERMISSIONS
Before you associate an attribute definition with an asset attribute, create the attribute definition.
To create attribute
1. In the App Launcher, click Attribute Definition. definitions:
2. On the Attribute Definition tab, click New, and enter a name and (optionally) a label for the • Create on Attribute
attribute definition. Definition
3. (Optional) Enter a developer name. By default, the API Name is auto-populated based on the To view attribute definitions:
Name field. • Read on Attribute
Definition
4. Select the data type.
To edit attribute definitions:
5. If you select the picklist data type, select a picklist from the Picklist dropdown. You can also • Update on Attribute
create a picklist. Definition
6. If you select the number data type, you can select a unit of measure. To delete asset attributes:
• Delete on Attribute
7. To show the associated asset attributes in the asset record’s related list, select Active.
Definition
Deactivation hides all asset attributes associated with the asset definition. Reactivation unhides
them.
8. (Optional) Set a default value for asset attributes that use this attribute definition.
9. (Optional) If values for asset attributes using this attribute definition are required, select Required.
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Field Service Manage Threshold Monitoring for Field Service Asset
Attributes
10. (Optional) Enter a description and a source system ID.

11. Save the attribute definition.
12. On the Details tab of an attribute definition, edit or delete an attribute definition.
After you add asset attributes to an attribute definition, you can’t change the data type or the picklist for a picklist data type.
Create Asset Attributes

Create an asset attribute by associating it with an attribute definition on the asset record.
USER PERMISSIONS
You can create asset attributes only for active attribute definitions. If an attribute definition is
deactivated, all asset attributes associated with it become unavailable. To create asset attributes:
• Create on Asset
1. In the App Launcher, click Assets.
To view asset attributes:
2. In the Assets list view, click the asset record and open the Related tab. • View on Asset
3. In the Asset Attributes related list, click New. To edit asset attributes:
4. Select an attribute definition. Only active attribute definitions are shown. • Edit on Asset
5. Enter a value for the asset attribute. To delete asset attributes:

• Delete on Asset
The asset attribute value is required if designated as Required in the attribute definition you
selected. Otherwise, if you don’t enter a value, the attribute definition’s default value is used. If
the attribute definition is of type picklist, the Display Value field of Attribute Picklist Value is
used when displaying picklist values.
6. Save the asset attribute.

7. To view details of an asset attribute, click the asset attributes record on the Assets list view and open the Details tab.
8. In the asset attributes related list you can edit or delete an asset attribute.
Delete can’t be undone. Which means that you can’t undelete an asset attribute.
Manage Threshold Monitoring for Field Service Asset Attributes

You can set up monitoring based on Recordset Filter Criteria (RFCs) defined for asset fields and
EDITIONS
attributes.
Recordset Filter Criteria Monitoring uses the thresholds defined by RFC for the asset fields and Available in Lightning
attributes to determine whether the values comply with the filter definitions. Experience in these editions
where Field Service is
enabled: Enterprise,
Recordset Filter Criteria Monitoring and Thresholds
Performance, Unlimited,
An asset manager can define Recordset Filter Criteria Monitors (RFCM) that monitor an asset Developer.
by considering one or more asset attributes and fields filtered by RFC.
Setup Threshold Monitoring
Add threshold monitoring as a new custom tab to the Asset Record Lightning page layout.
Create Recordset Filter Criteria for Asset Fields
Create recordset filter criteria (RFC) based on asset fields or asset attributes. Then add the RFCs to a recordset filter criteria monitor
(RFCM) to monitor threshold compliance.
388
Attributes
Create a Threshold
After creating the Recordset Filter Criteria (RFC), add the RFC to a Recordset Filter Criteria Monitor (RFCM) to monitor the threshold
compliance of an asset’s fields.
Asset Attributes Monitoring Limitations and Considerations
When you set up asset attribute monitoring, keep these limitations and considerations in mind.
Recordset Filter Criteria Monitoring and Thresholds

An asset manager can define Recordset Filter Criteria Monitors (RFCM) that monitor an asset by considering one or more asset attributes
and fields filtered by RFC.
The RFCM uses thresholds defined by RFC for the attributes and fields and determines whether they’re within the defined thresholds.
You can, for example, define a threshold based on attributes such as engine temperature, engine pressure, engine oil level, engine air
influx, and RPM. You can then monitor the engine for faults by monitoring these attributes.
Example: Product – Air Conditioning Unit (HVAC)
Attribute definition data type unit of measure

Relative Humidity Number %
Temperature Number Degrees F
Air Direction Picklist Picklist values: up, down, right, left
Threshold Cards
The asset’s Attributes tab shows a card for each threshold defined for the asset.
389
Attributes
Threshold compliance (1): Within threshold or Outside of threshold

If the RFC condition is invalid, an Undetermined compliance status is shown on the threshold card. To find out what’s invalid, create RFC
Monitoring with the same RFC and check out the error messages.
Available actions (2)
• Edit: This action opens the Edit Recordset Filter Criteria Monitoring dialog for editing.
• Delete: This action enables deleting the threshold.
Asset field or attribute (3)
Asset field or attribute value (4)
If an asset doesn’t have attributes or fields required in the RFC, the threshold always appears as Out of threshold.
Setup Threshold Monitoring

Add threshold monitoring as a new custom tab to the Asset Record Lightning page layout.
USER PERMISSIONS
1. In the Lightning App Builder, select the Asset Record page.
To edit Lightning pages in
2. (Optional) Create a custom tab and name it Attributes. the Lightning App Builder:
3. Drag Threshold Monitoring to the required location. • Customize Application
390
Attributes
4. Save the new layout.

5. Activate the new layout.
391
Attributes
Create Recordset Filter Criteria for Asset Fields

Create recordset filter criteria (RFC) based on asset fields or asset attributes. Then add the RFCs to
USER PERMISSIONS
a recordset filter criteria monitor (RFCM) to monitor threshold compliance.
When you create an RFC from the Lightning Experience, Salesforce creates Recordset Filter Criteria To view, create, and update
Rule (RFCR) children for each entity (field or attribute) used in any one of the RFCs. recordset filter criteria:
1. From the App Launcher, click Recordset Filter Criteria. Asset, Recordset Filter
2. In the Recordset Filter Criteria list view, click New. Criteria, and Recordset
Filter Criteria Rule
AND
View on Attribute
Definition
AND
Delete on Recordset
Filter Criteria Rule
392
Attributes
3. Enter a name and description for the RFC.

4. For the Source Object, select Recordset Filter Criteria Monitor.
5. For the Filtered Object, select Asset.
6. In the Conditions section, select the relevant condition for when the RFC is valid.
393
Attributes
a. Select the asset attribute or asset field from the Criteria Field group dropdown list. The Fields group lists all the asset fields. The
Attributes group lists the 30 last-used asset attributes.
To find specific fields or attributes, use the search operation. If you type up to three characters, the search includes a limited
number of entities. Type additional characters to expand the search.
394
Attributes
b. Select the operator.

c. Select the field value to match on. The Value input changes depending on the field you choose. For example, picklist fields show
the list of available choices. To define criteria on a null or empty value of the field, leave the value empty with the operator
Equals(=).
d. Add another condition if needed. You can add up to five conditions.
8. Save the RFC.
SEE ALSO:
Create a Threshold
After creating the Recordset Filter Criteria (RFC), add the RFC to a Recordset Filter Criteria Monitor
USER PERMISSIONS
(RFCM) to monitor the threshold compliance of an asset’s fields.
1. In the App Launcher, click Assets. To create, view, edit, or
delete an RFCM:
2. In the Assets list view, click the asset record and open the Attributes tab. • Create, Read, Update, or
If you don’t see the Attributes tab refresh the page. Delete on RFC
3. Click New Threshold.
395
Attributes
The New Recordset Filter Criteria Monitor dialog is shown with the asset selected.
4. Enter a name and description for the RFCM.

5. Select an RFC defined for the asset.
Within Threshold indicates that the Threshold card shows compliance information.
6. Save the RFCM for the asset.
You can also create the Recordset Filter Criteria Monitor directly on the Recordset Filter Criteria:
1. From the App Launcher, click Recordset Filter Criteria.
2. In the RFC list view, click the RFC record and open the Related tab.
3. In the Recordset Filter Monitor related list, click New.
4. Select the asset for which you want to add the RFCM.
Asset Attributes Monitoring Limitations and Considerations

When you set up asset attribute monitoring, keep these limitations and considerations in mind.
Limitations
• Asset threshold monitoring is limited to 25 attributes per asset.
• Asset threshold monitoring display is limited to 50 threshold cards.
• If an RFC’s custom logic condition is empty and an RFCM is created for this RFC with Asset, deleting the Recordset Filter Criteria Rule
doesn’t perform RFC evaluation or update the threshold card data.
• When adding a Recordset Filter Criteria Rule via API, you must manually add the custom logic.
• When creating or updating an RFC with a custom logic condition, you must open and close parentheses in the expression as needed.
If the parentheses are missing, the RFC evaluation fails and the threshold field in the card isn’t updated.
• For the number, price, and currency data type of fields and number data type of attributes, you must explicitly add the value zero
to the RFC custom logic when fields or attributes in the asset have an empty value.
• Real-time updates on custom formula fields aren’t supported.
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Field Service Manage Outcome-Based Field Service Contracts
Considerations
• These setup options in Object Manager for asset attributes aren’t supported.
– Validation rules
– Record types
– History tracking
– Buttons, links, and actions
• The Threshold card is presented only to users with Edit permissions on Asset, not to users with Read or Create permissions.
• The Delete action appears in the threshold card and in the Asset Attribute related list even if the user doesn’t have Delete permissions.
An error message is shown if the user tries to delete.
Manage Outcome-Based Field Service Contracts

Provide high-quality service with outcome-based contracts.
EDITIONS
Learn About Outcome-Based Field Service Contracts Available in: both Salesforce
With outcome-based contracts, service providers can provide their customers an easy way to Classic (not available in all
assess the compliance of a service contract by letting them track and measure service outcomes. orgs) and Lightning
Compliant service contracts ensure high quality of service and customer success. Experience
Build and Manage Contract Line Outcomes for Outcome-Based Contracts The Field Service core
Create and maintain contract line outcomes for Outcome-Based Contracts to easily evaluate features, managed
the compliance of service contracts. package, and mobile app
Editions.
Learn About Outcome-Based Field Service Contracts

With outcome-based contracts, service providers can provide their customers an easy way to assess
EDITIONS
the compliance of a service contract by letting them track and measure service outcomes. Compliant
service contracts ensure high quality of service and customer success. Available in: both Salesforce
Outcome-based contracts are result-based and focus on the outputs, quality, and outcomes of a Classic (not available in all
provided service. orgs) and Lightning
Experience
Service providers can provide their customers with measurable business KPIs to track and assess
the quality of service they’re getting. The Field Service core
features, managed
For example, letting customers track the charging speed of an electric vehicle ensures the on-time
replacement of its battery.
Tying the quality of service to the achievement of specific, measurable performance standards and Unlimited, and Developer
requirements also helps customers to better evaluate payment, contract extensions, or contract Editions.
renewals.
You can evaluate the compliance of a service contract by creating contract line outcomes that
capture data in an automated process that runs according to the criteria, frequency, and calculation method that you define.
When a service contract starts, the automated process records data and evaluates the compliance of the contract. The results that show
whether the contract is compliant appear in the Compliance Status field of the contract line outcome.
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Field Service Build and Manage Contract Line Outcomes for
Outcome-Based Contracts
Build and Manage Contract Line Outcomes for Outcome-Based Contracts

Create and maintain contract line outcomes for Outcome-Based Contracts to easily evaluate the
EDITIONS
compliance of service contracts.
Set Up Outcome-Based Contracts Classic (not available in all
Assign users permissions to manage contract line outcomes and create recordset filter criteria orgs) and Lightning
records that allow you to define the criteria to evaluate contract compliance. Experience
Create a Contract Line Outcome in Field Service The Field Service core
Create, edit, and delete contract line outcomes for outcome-based contracts. features, managed
View a Contract Line Outcome are available in Enterprise,
View the details of a contract line outcome. Unlimited, and Developer
Editions.
Set Up Outcome-Based Contracts

Assign users permissions to manage contract line outcomes and create recordset filter criteria
EDITIONS
records that allow you to define the criteria to evaluate contract compliance.
Assign User Permissions Classic (not available in all
orgs) and Lightning
Give users access to outcome-based contracts. Experience
• Assign users basic access permissions to create and manage contract line outcomes.
• Make the field-level security of the Service Contract and Recordset Filter Criteria fields on the features, managed
Contract Line Outcome object visible for all profiles. package, and mobile app
Editions.
Create a Recordset Filter Criteria

Create a recordset filter criteria for contract line outcomes.
USER PERMISSIONS
1. In the App Launcher, click Recordset Filter Criteria.
2. In the Recordset Filter Criteria list view, click New. recordset filter criteria:
Assets, Contract Line
Outcomes, Recordset
Filter Criteria, and
Rules
AND
Delete on Recordset
398
3. Enter a name and description for the criteria.

4. In the Source Object field, select Contract Line Outcome.
5. In the Filtered Object field, select Asset.
6. Select Active.
7. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid.
a. In the Criteria Field field, select an asset field or an asset attribute.
Important: Select a numeric field or attribute.
b. Select the Operator, and the field Value to match on. The Value input changes depending on the field you select. For example,
picklist fields show the list of available choices.
c. Add another condition if you need to.
9. Save the recordset filter criteria.
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Create a Contract Line Outcome in Field Service

Create, edit, and delete contract line outcomes for outcome-based contracts.
EDITIONS
1. In the App Launcher, click Contract Line Outcomes.
2. In the Contract Line Outcomes list view, click New and enter a name.
3. Select the contract line item associated with the contract line outcome. orgs) and Lightning
4. Select the data capturing duration. Then select the capture frequency and the calculation Experience
method. Data capturing runs according to the frequency and calculation method you select. The Field Service core
Important: features, managed
• The contract line outcome’s start date can’t be before the contract line item’s start are available in Enterprise,
date or after the contract line item’s end date. Unlimited, and Developer
• The contract line outcome’s start date must be in the present or in the future. Editions.
• The contract line outcome’s end date can’t be on or after the contract line item’s end
date. USER PERMISSIONS
5. Select a recordset filter criteria. The recordset filter criteria allows you to define the criteria to To create contract line
evaluate contract compliance. outcomes:
• Create on Contract Line
6. (Optionally) Enter a description. Outcomes
7. Save the contract line outcome. To edit contract line
8. In the Contract Line Outcomes list view, edit or delete a contract line outcome. outcomes:
• Edit on Contract Line
Important: You can edit these fields only if the contract line outcome’s start date hasn’t Outcomes
passed and if no contract line outcome data records are associated with it. To delete contract line
• Recordset Filter Criteria outcomes:
• Delete on Contract Line
• Start Date Outcomes
• End Date
• Capture Frequency
• Calculation Method
Warning: Deleting a contract line outcome deletes all the contract line outcome data records associated with it.
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View a Contract Line Outcome

View the details of a contract line outcome.
EDITIONS
The contract line outcome’s automated process performs data capturing according to the criteria,
frequency, and calculation method that you define. It then evaluates the compliance of the service Available in: both Salesforce
contract. The Compliance Status field indicates whether the contract is compliant. After data Classic (not available in all
capturing is complete, the next data capture date is shown in the Next Data Capture Date field orgs) and Lightning
according to the capture frequency that you define. Experience
1. In the App Launcher, click Contract Line Outcomes. The Field Service core
features, managed
2. In the Contract Line Outcomes list view, click a contract line outcome record.
3. Open the Details tab to view the contract line outcome’s details. are available in Enterprise,
Editions.
USER PERMISSIONS
To view contract line

outcomes:
• View on Contract Line
Outcomes
View a Contract Line Outcome Data Record

View the details of a contract line outcome data record.
USER PERMISSIONS
Contract line outcome data records are created as part of the contract line outcome’s automated
process of data capturing. These records include the captured data information and the calculation To view contract line
value for a specific data capture run on a specific date. outcome data records:
• View on Contract Line
1. In the App Launcher, click Contract Line Outcomes. Outcomes
2. In the Contract Line Outcomes list view, click a contract line outcome record and open the To delete contract line
Related tab. outcome data records:
• Delete on Contract Line
3. Click the contract line outcome data record to view its details.
Outcomes
4. In the contract line outcome data related list, delete a contract line outcome data record. You
can delete the record only if the associated contract line outcome’s end date has passed.
401
Field Service Optimize Your Field Service Schedule

Use schedule optimization to create an optimal schedule and help comply with service-level
EDITIONS
agreements while minimizing travel time, overtime, costs, and no-shows.
orgs) and Lightning
Manage Scheduled Jobs in Field Service Experience
Optimize your team’s Field Service schedule for one or more service territories across a specified
range of days. You can configure the optimization to run regularly—for example, every night—or features, managed
run it manually as needed. package, and mobile app
Optimize Today’s Field Service Schedule are available in Enterprise,
Navigate last-minute schedule upsets by rapidly optimizing your team’s schedule for one or Unlimited, and Developer
more service territories on the day of service. Editions.
Optimize a Single Field Service Resource’s Schedule

In Field Service, when last-minute developments occur like canceled jobs, lateness, or emergencies, optimize an individual service
resource’s schedule to design the best schedule for them.
Monitor Field Service Schedule Optimization Requests
Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab.
Gain Visibility into Optimizations with Field Service Optimization Insights
In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves utilization. As you refine a scheduling
policy, view a snapshot of optimization results and KPI changes.
Explore Metrics in Field Service Optimization Hub
View Optimization Hub to learn what improvements optimization made to the scheduling of service appointments across multiple
territories and how to get the best results from optimization.
Get Recommendations with Field Service Appointment Insights (Beta)
Learn how Appointment Insights helps to improve the scheduling of service appointments.
SEE ALSO:
402
Field Service Manage Scheduled Jobs in Field Service
Manage Scheduled Jobs in Field Service

Optimize your team’s Field Service schedule for one or more service territories across a specified
EDITIONS
range of days. You can configure the optimization to run regularly—for example, every night—or
run it manually as needed. Available in: both Salesforce
orgs) and Lightning
Experience
Manage Scheduled Jobs When Using Enhanced Scheduling The Field Service core
and Optimization features, managed
To run optimization manually from the dispatcher console, in the appointment list action menu, are available in Enterprise,
use the Optimize option. Define the service territories, scheduling policy, and other information. Unlimited, and Developer
Or, follow the steps to set up a scheduled job. Editions.
1. Optionally, exclude service appointments with certain statuses from being changed during
schedule optimization. USER PERMISSIONS
a. From the App Launcher, find and open Field Service Admin, and then click Field Service
Settings. To optimize from the
dispatcher console:One of
b. Under Optimization, click Logic. these custom permission
sets:
c. Under Global Optimization, select the service appointment statuses to exclude from schedule
optimization. • FSL Admin Permissions
• FSL Dispatcher
d. Save your changes. The settings apply to optimizations that you run manually or in a
Permissions
scheduled job.
To create a scheduled job:
2. Open the Scheduled Jobs tab. • FSL Admin Permissions
3. Click New Job. custom permission set
4. Give the job a unique name, and for Automator Type, select Enhanced Optimization.
5. In the General tab:
a. Add up to 10 time periods, within 30 days.
Specifying multiple time periods in the same job lets you set up one job for multiple optimization horizons instead of setting
up separate jobs for each horizon. Each time period generates its own optimization request and runs in parallel. The time periods
also allow you to create a job that starts on a future date.
b. Select a scheduling policy.

c. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized.
d. In Email Recipient Username, enter the username, and then select from the list. The field shows the email address. Use an email
address where you want optimization job failure messages to be sent.
6. In the Territory tab:

a. Search for and select up to 100 service territories and create a group. Only active service territories with Enhanced Scheduling
and Optimization enabled are available for selection.
b. Create up to 50 groups. Each optimization request includes all the service territories in the group for each time period defined
in the General tab. For example, if you have three time periods and five groups, 15 optimization requests run.
7. In the Schedule tab:
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a. Select the frequency.

b. If this job is a recurring job, enter the details.
8. If your optimization job is ready to run, activate the job.

10. To run the job immediately without waiting for the scheduled time, click Run Now.
Example: If all service appointments have arrival windows, set up time periods for individual days. The arrival windows force the
service appointments to be scheduled on a specific day, and they can’t be scheduled by another optimization request running
for a different time period. That way, the optimization focuses only on relevant options and results in a more optimized schedule.
If your optimization horizon includes more appointments than the allowed amount per optimization request, split the job into
time periods. That way, each optimization request is within the limit.
Considerations:
• The optimization requests that run for each group within each time period are counted toward the schedule optimization request
limits detailed in Field Service Limits and Limitations. The entire scheduled job is counted as one job toward the limitation detailed
in Schedule Apex Jobs, regardless of the number of groups in the job.
• If you create multiple time periods and data overlaps between these periods, the parallel requests can conflict and result in incorrect
schedules.
• Optimization applies only to service appointments whose parent appointment is a work order or work order line item.
• Global optimization attempts to reschedule appointments that have rule violations. If it doesn’t manage to reschedule them, the
appointments remain unscheduled.
• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time
= Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled.
• The same service appointments can appear in multiple optimization requests, possibly resulting in incorrect results.
• If you edit the name of the job, the groups are deleted. To avoid this issue, before editing the name, refresh your browser.
Manage Scheduled Jobs When Not Using Enhanced Scheduling and Optimization
To run optimization manually from the dispatcher console, in the appointment list action menu, use the Optimize option. Define the
service territories, scheduling policy, and other information. Or, follow the steps to set up a scheduled job.
1. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization.
a. From the App Launcher, find and select Field Service Admin, and then click Field Service Settings.
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b. Under Optimization, click Logic.

c. Under Global Optimization, select the service appointment statuses to exclude from schedule optimization.
d. Save your changes. The settings apply to optimizations that you run manually or in a scheduled job.
2. Open the Scheduled Jobs tab.

3. Click New Job.
4. Give the job a unique name, and for Automator Type, select Optimization.
5. Enter the optimization job’s details.
a. Select the territories to optimize. We recommend including no more than 100 territories in a job.
b. (Optional) If you selected multiple territories, select Optimize in stages underneath the territory list. In the Territories Per Stage
field, enter the number of territories to optimize at a time. These settings help you stay within the scheduled jobs queue maximum
of 100 items, and don’t affect optimization time. We recommend keeping this number low to avoid reaching optimization limits.
c. For the time horizon, enter the number of days to optimize.
d. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized.
e. Select a scheduling policy to guide the optimization.
f. Enter an email address where you want optimization job failure messages to be sent.
g. Select the frequency and schedule.
h. If your optimization job is ready to run, activate the job.
i. To run the job immediately without waiting for the scheduled time, click Run Now.
j. Save your changes.
Considerations:
• Optimization applies only to service appointments whose parent appointment is a work order or work order line item. Only active
territories included in the scheduled optimization job are optimized.
• Global optimization doesn’t reschedule appointments that have rule violations. Unschedule those appointments and reschedule
them.
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• Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time
= Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled.
• Emails are sent only when optimization jobs fail to initiate. If the optimization job succeeds or fails in a later stage, an email isn’t sent.
Considerations for Optimization Run Time:
Optimization run time corresponds to the thoroughness of a scheduled optimization job. The higher the run time, the closer you get to
an optimal schedule.
To set your preferred optimization run time, from the App Launcher, find and open the Field Service Admin app. Click Field Service
Settings > Optimization > Logic. In the Optimization run time per service appointment field, select Low, Medium, or High, and
save your changes. You can decide to change your run time before a particular optimization job.
For better-quality results, use High. For quicker results, use Low. In many cases, Low is enough to produce a satisfactory schedule.
Regardless of your run time setting, run time never exceeds two hours. The run time ratio for Low:Medium:High is 1:2:3, so High-level
optimization takes three times as long as Low-level optimization.
Longer run times can be beneficial in the following scenarios.
• Many candidates per service appointment—Service resources are considered candidates for a service appointment if they comply
with the applied scheduling policy’s work rules. For example, a scheduling policy can require candidates to be working in the relevant
service territory in the required time, to have the required skills, and to have a home base that is within the maximum travel range
from the service appointment. If a service appointment has many candidates, a longer run time allows the optimizer to consider
more scheduling options.
• Service resources start their day from a centralized service depot—When many service resources start from the same place and
could potentially be routed to the same appointments, more run time helps the optimizer determine the optimal routes.
• Service appointments have the same priority—Higher-priority service appointments serve as anchors during optimization and
narrow down scheduling options. When all, or most, service appointments have the same priority, more time is needed to determine
the optimal routes.
• Complex work A complex work chain is a chain of related service appointments. The dependency could be the chronological order
of the service appointments, or that they have to be done by the same service resource. Complex work requires more computation
time. If complex work is common, consider allowing more run time.
• Street-Level Routing (SLR)—Aerial travel times require a quick arithmetic calculation. For SLR, the optimizer requires additional time
to fetch travel times from a GIS server. However, as optimization continues to be used, Field Service learns your service territories’
SLR travel times and grows more efficient. When optimizing a new service territory, a longer run time is recommended.
Note: If optimization runs longer than your org’s session timeout value, it gets stuck in the In Progress status. The optimization
job fails, resulting in an error when it tries to deliver the results to your Salesforce org.
To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time.
SEE ALSO:
Optimize a Single Resource’s Schedule
Monitor Optimization Requests
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Field Service Optimize Today’s Field Service Schedule
Optimize Today’s Field Service Schedule

Navigate last-minute schedule upsets by rapidly optimizing your team’s schedule for one or more
EDITIONS
service territories on the day of service.
Schedule optimization in Field Service comes in a few different flavors. While global optimization is orgs) and Lightning
the most powerful and thorough option, the quicker, more lightweight in-day optimization is ideal Experience
for finalizing the schedule on the morning of service. You can use in-day optimization to optimize
multiple days of the schedule, but it’s best suited for addressing last-minute issues.
features, managed
In-day optimization is available only if optimization is turned on. package, and mobile app
1. Optionally, exclude service appointments with certain statuses from being changed during are available in Enterprise,
in-day optimization. Unlimited, and Developer
Editions.
a. From the App Launcher, find and open the Field Service Admin app, and then click Field
Service Settings > Optimization > Logic.
USER PERMISSIONS
b. At the bottom of the page, select service appointment statuses to exclude from in-day
optimization. These preferences also apply to resource schedule optimization. To configure scheduling
Service appointments with a selected status aren’t scheduled, unscheduled, or rescheduled policies:
during in-day optimization. We recommend leaving the Dispatch status deselected so • Custom permission set:
dispatched work can be moved if a previous job runs late or emergency work is needed. FSL Admin Permissions
To run in-day optimization:
2. To configure a scheduling policy to use in-day optimization rather than the default global One of these custom
optimization, select In-Day Optimization on the policy. You may need to add this field to the permission sets:
scheduling policy page layout. • FSL Admin Permissions
• FSL Dispatcher
Permissions
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Field Service Optimize a Single Field Service Resource’s Schedule

In Field Service, when last-minute developments occur like canceled jobs, lateness, or emergencies,
EDITIONS
optimize an individual service resource’s schedule to design the best schedule for them.
1. Optionally, exclude service appointments with certain statuses from being changed during orgs) and Lightning
resource schedule optimization. Experience
a. From the App Launcher, find and open the Field Service Admin app, and then click Field The Field Service core
Service Settings > Optimization > Logic. features, managed
b. At the bottom of the page, select service appointment statuses to exclude from resource package, and mobile app
schedule optimization. These preferences also apply to in-day optimization. are available in Enterprise,
Service appointments with a selected status aren’t scheduled, unscheduled, or rescheduled
Editions.
during resource schedule optimization. We recommend leaving the Dispatch status
deselected so dispatched work can be moved if a previous job runs late or emergency work
is needed. USER PERMISSIONS
2. Optimize any service resource’s schedule. To see Resource Schedule

Optimization on the Gantt:
a. From the dispatcher console, click the action menu of the resource whose schedule you • Resource Schedule
want to optimize. Optimization custom
permission
b. Click Resource Schedule Optimization.
c. Define the scope of your optimization. Service appointments are scheduled only within the
dates you select, but candidate service appointments can come from outside the time frame. When selecting a category in Keep
these appointments scheduled, keep in mind that resource schedule optimization fails if more than 50 appointments must
remain scheduled. The optimization can move and reschedule the kept appointments. Resource schedule optimization fails if
the resulting schedule doesn’t include all the service appointments marked to keep scheduled. To optimize, give these
appointments a much higher priority than the other appointments, or try to run optimization on more days.
d. Click Optimize.
You can also set up scheduling preferences to automatically run resource schedule optimization in response to common scheduling
events, like appointment overlaps or cancellations. To learn how, see Create Scheduling Recipes for Common Events.
Note:
• Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule
optimization. For example, a partial chain of a scheduling dependency is excluded.
• Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval.
• You can’t run resource schedule optimization on capacity-based resources.
SEE ALSO:
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Field Service Monitor Field Service Schedule Optimization Requests

Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization
EDITIONS
Requests custom tab.
From the Optimization Requests tab orgs) and Lightning
Create a custom tab for the Optimization Request object, and customize the list view to show Experience
useful fields like Status, Start, Finish, and Failure Reason. Click any request to view its details.
Tip: Add the Failure Details field and Notes and Attachments related list to the features, managed
optimization request page layout. These page elements give you a fuller view of the package, and mobile app
request. are available in Enterprise,
Editions.
USER PERMISSIONS
To cancel optimization
requests:
• Abort Optimization
Request custom
permission
From the Gantt

Click the lightbulb icon at the top of the Gantt to view the status of recent optimization requests. When a global optimization request
is in progress, you can see a percentage-based progress bar and the option to cancel the request.
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In-day optimization progress appears below the Gantt’s time axis.
A percentage-based progress bar isn’t available for resource schedule optimization requests, but the resource’s row in the Gantt
changes color to indicate that optimization is in progress.
Why did my request fail?

Salesforce sometimes cancels optimization requests to protect the integrity of your schedule. Here are the most common reasons
a request fails.
• If a request stays in the same status for longer than the configured limit, it’s canceled. The limit varies depending on the status
and the type of optimization.
• If optimization runs longer than your org's session timeout value, it gets stuck in the "In Progress" status. The optimization job
fails, resulting in an error when it tries to deliver the results to your Salesforce org.
To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time.
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• Scheduled optimization jobs can generate one or more JSON files. The request fails if a JSON file contains more than 6 million
characters.
To check whether an optimization job exceeded this limit, go to the Optimization Requests tab. Open the request associated
with the failed job, and click the value in the Optimization Data field. In the Notes and Attachments related list, open each JSON
file and check its character total.
If the Optimization Data field is empty, check the Error field for details. If the Error field is empty, contact Salesforce to learn more
about the failure.
• If simultaneous conflicting updates are made to the schedule while a request is open, the request is canceled. For example, this
can happen when you add or update appointments or resource absences that fall into the date range and service territory being
optimized.
• Resource schedule optimization fails if more than 50 service appointments are required to remain scheduled during the
optimization. To change which appointments must remain scheduled, select a different category in Keep these appointment
scheduled when you run the optimization. For example, if In Jeopardy is selected and more than 50 appointments are in jeopardy
for the selected time period, the request fails.
To review limits and limitations related to schedule optimization, see Field Service Limits and Limitations.
SEE ALSO:
411
Field Service Gain Visibility into Optimizations with Field Service
Optimization Insights
Gain Visibility into Optimizations with Field Service Optimization Insights

In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves
EDITIONS
utilization. As you refine a scheduling policy, view a snapshot of optimization results and KPI changes.
Experience
Insights are available for global and in-day optimization requests that complete successfully. They
aren’t supported for resource schedule optimization. The Field Service core
features, managed
Note: Optimization Insights is not available when using Enhanced Scheduling and package, and mobile app
Optimization. are available in Enterprise,
1. In Field Service Settings > Optimization, enable Optimization Insights.
Editions.
Note: Make sure that the Optimization Profile has access to the OAASRestInsights and
OAASRestHealthCheck Apex classes.
USER PERMISSIONS
2. Edit an optimization request page in Lightning App Builder.
To edit Lightning pages:
3. From the custom managed package components, add the optimization insights components. • Customize Application
4. Save your changes, and activate the page if necessary. To view Lightning pages in
the Lightning App Builder:
5. Submit a global or in-day optimization.
• View Setup and
If the optimization completes successfully, insights appear on the optimization request. Configuration
There are four optimization insights components: summary (1), metrics (2), key performance To add components to
indicators (3), and health check (4). optimization request
pages:One of these custom
permission sets:
• FSL Dispatcher
Permissions
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Field Service Gain Visibility into Optimizations with Field Service
Optimization Insights
Summary
The summary component shows details about the optimization request, such as status, horizon, and territories. It displays the Time per
Appointment from Field Service optimization settings, and lists Boolean filters that selected appointments in the request. As you refine
a scheduling policy, the summary gives you a point-in-time snapshot of the policy, including the work rules and weighted service
objectives, that produced the insights.
Note: Some details are only available for global optimization requests.
Metrics
Metrics provide an overview of scheduling information, such as how many appointments were scheduled from the pool of optimizable
appointments. Optimizable appointments are unpinned and can be moved.
KPI
The KPI component displays key performance indicators by territory before and after the optimization.
KPI How the KPI is Calculated

Average Travel per Appointment with Homebase Total estimated travel time, including travel from and to the resource’s home
base, divided by the count of scheduled service appointments.
Average Travel per Appointment without Homebase Total estimated travel time, excluding travel from and to the resource’s home
base, divided by the count of scheduled service appointments.
Total Travel with Homebase Total estimated travel, including travel from and to the resource’s home base,
for all scheduled service appointments.
Total Travel without Homebase Total estimated travel, excluding travel from and to the resource’s home base,
for all scheduled service appointments
Total Scheduled Appointments Count of scheduled service appointments.
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Field Service Explore Metrics in Field Service Optimization Hub
KPI How the KPI is Calculated

Total Duration Scheduled Total duration for the scheduled service appointments.
Utilization Total duration and travel time for the scheduled appointments, divided by overall
resource capacity. To learn how we calculate capacity, see Considerations.
Utilization Wrench Total duration for the scheduled service appointments, divided by the overall
resource capacity. Utilization wrench represents total direct labor. To learn how
we calculate capacity, see Considerations.
Health Check
The Health Check component summarizes the results of a suite of tests and validates your data. For example, the tests check if the
appointment exceeds the available time to complete or whether the required resource has the necessary skills. Before you drill down
into your KPIs, make sure that all the tests passed successfully.
Considerations
• For Utilization and Utilization Wrench KPIs, capacity is the total available work time from shifts and operating hours in primary territory
memberships, including overtime. We subtract breaks, absences, and crew allocations; we also add or subtract availability from
relocations.
Note: We subtract absences only if the entire absence of a resource is included in the time period of that resource's service
territory membership record.
• For the Total Duration Scheduled KPI, we subtract appointments’ Scheduled Start times from Scheduled End times. For multiday
appointments, we include them in the total if the appointments are completely within the horizon; for those appointments, we add
the Duration fields.
• In metrics, the resource count excludes capacity-based resources and partial or full crew assignments that occur during the horizon.
• The components list metrics and KPIs by territory. For resources with secondary territory memberships, there are some nuances for
allocating time to territories. For example, we allocate travel time to the territory referenced in a service appointment. We also allocate
scheduled duration based on an assigned resource’s primary service territory membership.
• Optimization insights only support service appointments that have territories. Service appointments without a territory don’t affect
metrics and KPIs.
Explore Metrics in Field Service Optimization Hub

View Optimization Hub to learn what improvements optimization made to the scheduling of service
EDITIONS
appointments across multiple territories and how to get the best results from optimization.
Experience
Note: Optimization Hub is available only when using Enhanced Scheduling and Optimization.
Watch the video to see how to use the Optimization Hub dashboard to gain insights into how features, managed
scheduling optimization improves your business metrics.
Watch a video Unlimited, and Developer
Editions.

Gain visibility into how optimization works and how to make improvements for better scheduling results.
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Configure your Optimization Hub settings.
Optimization Hub includes four tabs that show information related to scheduling, resources, and the scheduling policy.

Gain visibility into how optimization works and how to make improvements for better scheduling
EDITIONS
results.
Experience
Optimization Hub is a unified hub or dashboard where operation managers and business analysts features, managed
can view and track all optimization information related to an optimization request.
Note: Optimization Hub is available for global and in-day optimization requests. Unlimited, and Developer
Editions.
It shows a comprehensive comparison of metrics before and after optimization, and across multiple
territories. This comparison helps users understand what improvements were made and how to
get even better scheduling results.
Optimization Hub includes information relevant to scheduling, resources, and the scheduling policy. For example, it tracks the improvement
of travel time, resource utilization, and response time.
Optimization Hub considers only the service appointments that have territories. Service appointments without a territory don’t affect
metrics and key performance indicators.
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Configure your Optimization Hub settings.
EDITIONS
Note: Optimization Hub is available only when using Enhanced Scheduling and Optimization. Experience

Requirements for Optimization Hub features, managed
Before you set up Optimization Hub, make sure that you meet these requirements.
Limitations for Optimization Hub Unlimited, and Developer
Learn about the limitations of Optimization Hub. Editions.
Configure Optimization Hub

Add the Optimization Hub Lightning web component to the optimization request record page.
Requirements for Optimization Hub

Before you set up Optimization Hub, make sure that you meet these requirements.
EDITIONS
• All Enhanced Scheduling and Optimization requirements are met. Experience
• Optimization Insights and Enhanced Scheduling and Optimization are enabled.
features, managed
SEE ALSO: package, and mobile app
Get Ready for Field Service Scheduling and Optimization are available in Enterprise,
Enable Enhanced Scheduling and Optimization Editions.
Limitations for Optimization Hub

Learn about the limitations of Optimization Hub.
EDITIONS
All Enhanced Scheduling and Optimization limitations apply to Optimization Hub. Experience
Optimization Hub can be used regardless of the territory match criteria. However, the derived KPIs The Field Service core
are calculated only for service resources who are primary or relocation members of the appointment’s features, managed
service territory. package, and mobile app
SEE ALSO: Unlimited, and Developer
Editions.
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Configure Optimization Hub

Add the Optimization Hub Lightning web component to the optimization request record page.
EDITIONS
1. From the object management settings for optimization requests, go to Lightning Record Pages. Experience
2. Select the Lightning record page that you want to add the Optimization Hub component to, The Field Service core
and then click Edit. features, managed
3. In Lightning App Builder, drag the Optimization Hub component onto the canvas. package, and mobile app
Tip: We recommend using the Header and One Region template as the layout for Unlimited, and Developer
Optimization Hub. See Lightning Page Templates. Editions.
4. If Optimization Insights is configured and added to the layout, remove it from the canvas.
5. Save your work and activate the Lightning record page. USER PERMISSIONS
To configure Optimization
Hub:

Optimization Hub includes four tabs that show information related to scheduling, resources, and
EDITIONS
the scheduling policy.
Experience
1. In the App Launcher, click Optimization Request. features, managed
2. On the Optimization Requests list view, click the optimization request record. are available in Enterprise,
Optimization Hub appears with the information related to the optimization request. Unlimited, and Developer
Editions.
3. To select the service territories that Optimization Hub shows information for, click the filter icon.
Optimization Hub Home Tab USER PERMISSIONS

View the Home tab for a high-level overview of the metrics trade-off and the key areas to focus
To view Optimization Hub:
on.
• Read on Field Service
Optimization Hub Schedule Tab objects
View the Schedule tab for information related to service appointments, travel, and breaks.
Optimization Hub Resources Tab
View the Resources tab for information related to resource types, workloads, availability, and utilization.
Optimization Hub Policy Tab
View the Policy tab for information related to the scheduling policy.
417
Optimization Hub Home Tab

View the Home tab for a high-level overview of the metrics trade-off and the key areas to focus on.
EDITIONS
The Home tab shows you a comparison of the metrics before and after optimization and how they Experience
impact each other. For example, improving the average response time can increase the average
travel time for service appointments. It gives users a granular understanding of what happened The Field Service core
features, managed
after an optimization run and what areas of focus can be relevant to improve the scheduling results.
Editions.
Click the filter icon to select which service territories are included in the comparison.
Note: For maximum accuracy, travel time values are provided in seconds and then are rounded up, which is different than the
Gantt where the time unit is minutes.
Optimization Hub Schedule Tab

View the Schedule tab for information related to service appointments, travel, and breaks.
EDITIONS
The Schedule tab shows you a comparison of service appointments, travel times, and break-related Experience
metrics before and after optimization.
For example, features, managed
• The Scheduled Service Appointments card shows the total number of scheduled service package, and mobile app
appointments out of all service appointments before and after optimization. are available in Enterprise,
Editions.
• The Total Travel Time card shows you the resources’ total travel time, before and after optimization. The total time is broken down
according to the travel time from the resource’s home base, between appointments, and back to home base.
418
Note: For maximum accuracy, travel time values are provided in seconds and then are rounded up, which is different than the
Gantt where the time unit is minutes.
Optimization Hub Resources Tab

View the Resources tab for information related to resource types, workloads, availability, and
EDITIONS
utilization.
Experience
The Resources tab includes cards that compare metrics related to resource types, workloads,
availability, and utilization before and after optimization. The Field Service core
features, managed
For example, package, and mobile app
• The Appointments Assigned to Resources card shows the number of scheduled service are available in Enterprise,
appointments assigned to different types of resources before and after optimization. Unlimited, and Developer
Editions.
• The Utilization card shows you the resources’ actual work time out of their available work time, before and after optimization.
To determine which factors are considered when calculating a resource’s utilization, click the filter icon. Deselect factors that you
don’t want to use in the calculation.
When all factors are selected, utilization is calculated using the following equation: (Scheduled Duration + Non Availability + Lunch
Breaks + Travel From Homebase + Travel Between Appointments + Travel To Homebase) / (Overtime availability + Normal availability)
SEE ALSO:
View Resource Utilization
419
Field Service Get Recommendations with Field Service Appointment
Insights (Beta)
Optimization Hub Policy Tab

View the Policy tab for information related to the scheduling policy.
EDITIONS
The Policy tab shows you how optimization performed compared to your scheduling policy and Experience
service objectives.
For example, features, managed
• The Service Objectives card shows you the service objectives of the scheduling policy. package, and mobile app
Editions.
• The Average Response Time with Arrival Window card shows you the average response time for service appointments with arrival
windows, before and after optimization. Average response time is the difference between the service appointments’ scheduled start
time and the arrival window start time.
Get Recommendations with Field Service Appointment Insights (Beta)

Learn how Appointment Insights helps to improve the scheduling of service appointments.
EDITIONS
Note: This feature is a Beta Service. Customer may opt to try such Beta Service in its sole Experience
discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided
at Agreements and Terms.
features, managed
Learn About Appointment Insights (Beta) are available in Enterprise,
Help users understand why a service appointment can’t be scheduled, and which work rules Unlimited, and Developer
are preventing its scheduling. Editions.
Set Up Appointment Insights (Beta)

Configure your Appointment Insights settings and assign user permissions.
View Appointment Insights (Beta)
Admins and dispatchers can view the work rules that limit the scheduling options of a service appointment and follow the
recommended actions to relax those rules. They can also view potential time slots that can become available for scheduling.
420
Insights (Beta)
Learn About Appointment Insights (Beta)

Help users understand why a service appointment can’t be scheduled, and which work rules are preventing its scheduling.

Appointment Insights helps admins and dispatchers understand why a service appointment can't be scheduled, and what changes they
can make to the scheduling policy's work rules in order to qualify time slots and candidates for scheduling.
Appointment Insights applies relaxation strategies that check what changes can be made to a scheduling policy. Based on the output,
it suggests what changes to make to qualify additional time slots and candidates for scheduling.
By revealing the work rules that limit the scheduling options and following the recommended actions, admins and dispatchers can
adjust the automatic scheduling and qualify more time slots and candidates for a certain service appointment.
Appointment Insights appears on a service appointment record. It shows the work rules that are preventing the scheduling of the service
appointment and the recommended actions to relax those rules. It also shows potential time slots that can become available for
scheduling.
421
Insights (Beta)
Set Up Appointment Insights (Beta)

Configure your Appointment Insights settings and assign user permissions.
EDITIONS
Experience
Requirements for Appointment Insights (Beta)
Before you set up Appointment Insights, make sure that you meet these requirements.
features, managed
Limitations for Appointment Insights (Beta) package, and mobile app
Learn about the limitations of Appointment Insights. are available in Enterprise,
Assign User Permissions for Appointment Insights (Beta)
Editions.
Give users access to Appointment Insights.
Configure Appointment Insights (Beta)
Add the Appointment Insights Lightning web component to the service appointment record page.
Requirements for Appointment Insights (Beta)

Before you set up Appointment Insights, make sure that you meet these requirements.

• All Enhanced Scheduling and Optimization requirements are met.
• For Appointment Insights to evaluate scheduling options, make sure that your service appointments are associated with service
territories.
SEE ALSO:
Limitations for Appointment Insights (Beta)

Learn about the limitations of Appointment Insights.
EDITIONS
All Enhanced Scheduling and Optimization limitations apply to Appointment Insights. Experience

SEE ALSO: features, managed
Limits and Limitations for Enhanced Scheduling and Optimization package, and mobile app
Editions.
422
Insights (Beta)
Assign User Permissions for Appointment Insights (Beta)

Give users access to Appointment Insights.
EDITIONS
Assign on page 28 users these permission sets. Experience
• FSL Admin Permissions The Field Service core
• FSL Dispatcher Permissions features, managed
SEE ALSO:
Manage Field Service Permissions Editions.
Configure Appointment Insights (Beta)

Add the Appointment Insights Lightning web component to the service appointment record page.
EDITIONS
1. From the object management settings for service appointments, go to Lightning Record Pages. Experience
2. Select the Lightning record page that you want to add the Appointment Insights component The Field Service core
to, and then click Edit. features, managed
3. In the Tabs component properties, add a tab and name it Appointment Insights. package, and mobile app
4. To add the Appointment Insights component to a tab, in Lightning App Builder, select the tab
on the canvas and then drop the component directly below it.
Editions.
Tip: We recommend adding an Appointment Insights tab as described in this step.
However, you can also drag the component to any location on the Lightning record page.
USER PERMISSIONS
5. Save your work and activate the Lightning record page.
To configure Appointment
Insights:
423
Insights (Beta)
View Appointment Insights (Beta)

Admins and dispatchers can view the work rules that limit the scheduling options of a service
EDITIONS
appointment and follow the recommended actions to relax those rules. They can also view potential
time slots that can become available for scheduling. Available in: Lightning
Experience
1. On the Service Appointment record, click the Appointment Insights tab. The Field Service core
features, managed
Under Horizon, the dates show the time frame in which the service appointment must start package, and mobile app
and complete. are available in Enterprise,
2. For Scheduling Policy, select a policy to check. Unlimited, and Developer
Editions.
3. To view the information, click Run.
View Work Rule Violations and Recommendations (Beta) USER PERMISSIONS

Appointment Insights shows the work rules that are preventing the scheduling of a service
To view Appointment
appointment and the recommended actions to take to relax those rules and qualify more Insights:
candidates for scheduling. • Read on Field Service
View Potential Slots (Beta) objects
Appointment Insights shows potential time slots within the service appointment’s horizon
dates that can become available for scheduling by making changes to your scheduling policy.
View Work Rule Violations and Recommendations (Beta)

Appointment Insights shows the work rules that are preventing the scheduling of a service
EDITIONS
appointment and the recommended actions to take to relax those rules and qualify more candidates
for scheduling. Available in: Lightning
Experience
features, managed
Editions.
424
Insights (Beta)
Each work rule is displayed as a card with its own color. The card shows the number of blocked time slots, what happened, and what
you can do.
Appointment Insights refers to the following work rules.
Work Rule Rule Violation Recommendation

Match Territory on page 134 A violation occurs when there are no After Appointment Insights verifies that
available candidates who are Primary or candidates in neighboring territories are
Relocation members of the service available, remove the Match Territory work
appointment’s service territory. rule from your scheduling policy, and add
the Maximum Travel from Home rule
instead.
Maximum Travel from Home on page 136 A violation occurs when there are no Multiply the rule’s defined distance or travel
available candidates whose home base is time by 1.5 to qualify more available
within the rule’s defined distance or travel candidates for scheduling.
time to the service appointment’s location.
Match Skills on page 133 A violation occurs when there are no Verify that the service appointment’s parent
available candidates who possess the Skill Requirement record lists the correct
required skills and skill level listed on the required skills and skill level, and ensure that
service appointment’s parent Skill your service resources’ assigned skills and
Requirement record. skill levels are up to date. If there are still no
available candidates, train your service
resources to meet the required skills or skill
level.
Match Boolean on page 131 Custom Rule A violation occurs when there are no Verify that the Match Boolean custom rule
available candidates who meet the criteria is defined correctly. If possible, remove this
of the Match Boolean custom work rule. rule.
Match Fields on page 132 Custom Rule A violation occurs when there are no Verify that the Match Fields custom rule is
available candidates who meet the criteria defined correctly. If possible, remove this
of the Match Fields custom work rule. rule.
Match Time Rule on page 134 A violation occurs when there are no Verify that the standard match rule or other
available candidates who meet the criteria configuration is defined correctly.
of the Match Time rule. For example: no • Earliest Start Permitted: Ensures that a
candidates can complete the service service appointment’s Scheduled Start
appointment before the due date. is equal to or later than the Earliest Start
Permitted (this work rule is included in
every standard scheduling policy).
• Due Date: Ensures a service
appointment’s Scheduled End is equal
to or earlier than the Due Date (this
work rule is included in every standard
scheduling policy).
• Scheduled Start: Ensures that a service
appointment’s Scheduled Start is equal
to or later than the Arrival Window Start.
425
Insights (Beta)
Work Rule Rule Violation Recommendation
• Scheduled End: Ensures that a service

appointment’s Scheduled Start is equal
to or earlier than the Arrival Window
End.
Appointment Insights also provides other information and actions that you can take to qualify time slots and candidates for scheduling.
• To view time slots that can become available for scheduling if you relax a work rule, click Show Slots. The potential slots for that
work rule are highlighted in the Potential Slots section.
• To open the work rule record, click Open Rule. From the work rule record, you can modify the work rule’s settings to qualify more
time slots for scheduling.
• To open a relevant help article, click Tell Me More. In some cases, you need to change the resource’s territory membership, availability,
skills, and more to qualify more time slots for scheduling. The articles explain how to make these changes and the impact they can
have on the service appointment’s scheduling.
View Potential Slots (Beta)

Appointment Insights shows potential time slots within the service appointment’s horizon dates
EDITIONS
that can become available for scheduling by making changes to your scheduling policy.
Experience
Each time slot shows the corresponding color of the work rules that are preventing the scheduling
of that time slot. This indicates which work rule you can relax to make the slot available for The Field Service core
features, managed
scheduling.
Hover over a time slot to see the work rules that are preventing the scheduling of the slot and the are available in Enterprise,
number of candidates that can become available when you relax the work rules. Unlimited, and Developer
Editions.
426
Field Service Work in the Field Service Dispatcher Console

The Field Service dispatcher console is the main working space for dispatchers. It features a dynamic
EDITIONS
map and a highly customizable Gantt chart showing upcoming appointments, active team members,
and more. Available in: both Salesforce
orgs) and Lightning
To reach the dispatcher console, from the App Launcher, find and open the Field Service app, and Experience
then click the Field Service tab.
The dispatcher console is supported on desktop only. For the best dispatcher console experience, features, managed
we recommend using a screen resolution of 1920 x 1080 pixels, or a minimum of 1366 x 768 pixels, package, and mobile app
at 100% zoom. User idle time is monitored to reduce unnecessary Gantt refreshes and improve are available in Enterprise,
computer performance. If you haven’t actively interacted with the dispatcher console for 120 Unlimited, and Developer
minutes, a message is displayed for you to reload the page to continue. Editions.

Make the dispatcher console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each
section’s layout, create custom actions for dispatchers, and create custom appointment list filters.
Use the service appointment list on the left side of the Field Service dispatcher console to filter, sort, and search appointments within
the list. You can also perform actions on selected appointments.
The Gantt is located on the right side of the dispatcher console and contains the resource list, the schedule view, and additional
features.
Working in the Field Service Dispatcher Console Map
The dispatcher console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the
map view and draw territories directly on the map.
SEE ALSO:
Trailhead: Dispatcher Console for Admins
Trailhead: Field Service Dispatcher Console for Dispatchers
427
Field Service Customize the Field Service Dispatcher Console

Make the dispatcher console work for you! Adjust the time frame and contents of the appointment
EDITIONS
list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create
custom appointment list filters. Available in: both Salesforce
orgs) and Lightning
Experience
Control Which Field Service Appointments Appear in the Dispatcher Console
Dispatchers can view and filter service appointments in the appointment list and in the Gantt features, managed
chart. Learn how to control which appointments appear in these sections of the dispatcher package, and mobile app
console. are available in Enterprise,
Customize the Dispatcher Console with Field Sets Unlimited, and Developer
Use field sets to control which fields appear in different sections of the Field Service dispatcher Editions.
console. For example, choose which fields appear as columns in the appointment list.
Create Custom Actions for the Field Service Dispatcher Console
Put the right actions at your dispatchers’ fingertips by adding custom actions to the dispatcher console. Custom actions can either
call an Apex class or open a Visualforce page, and can be run on records in several areas of the dispatcher console. To keep the
dispatcher console tidy, actions are shown in dropdown action lists with icons.
Create Custom Appointment List Filters
Create custom filters in Field Service to control which appointments appear in the dispatcher console service appointment list. Base
your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.
Create Custom Appointment Icons
Add custom icons to service appointments on the Field Service Gantt, map, and appointment list so dispatchers can quickly identify
appointment characteristics. For example, use a custom icon to indicate that an appointment is for a VIP or first-time customer.
SEE ALSO:
Trailhead: Supercharge Field Service
428
Control Which Field Service Appointments Appear in the Dispatcher Console

Dispatchers can view and filter service appointments in the appointment list and in the Gantt chart.
EDITIONS
Learn how to control which appointments appear in these sections of the dispatcher console.
orgs) and Lightning
Control the Time Frame Experience

features, managed
Editions.
These settings control the Gantt time frame.

• Gantt filter (1):
– On the Hours tab, choose which hours of the day are shown on the Gantt, and adjust settings for the Long-Term view.
– On the Utilization tab, specify how many days are shown when the Utilization view is applied.
• Gantt resolution dropdown (2): Select how many days to show on the Gantt at once. Customize the Utilization view from the
Gantt filter’s Utilization tab, and the Long-Term view from the Gantt filter’s Hours tab. You need the Longterm View custom permission
to select the Long-Term view.
• Date and calendar toggles (3): Toggle between days and months.
These settings control the appointment list time frame.
• Horizon date (4): The appointment list only lists appointments with a date field that falls before the horizon.
• Match Gantt Dates field (5): If you select Match Gantt Dates, the horizon date updates to match the dates shown on the Gantt.
• Scheduling Window Length (6): Click the gear icon and select Dispatch Console Settings to define the scheduling window
length, which represents the number of days before the horizon date. The appointment list only lists appointments with a date field
that falls in that span of days before the horizon date.
If a custom filter is applied, the appointment list time frame is controlled by the horizon date and the custom filter settings. Custom
filters let you specify the number of days before and after the horizon, and that time frame is used to define which appointments are
shown.
429
The number of service appointments that are loaded to the Gantt depends, for example, on the Dispatch Console Settings. You can
change these settings to load service appointments related to the territory. While loading service appointments you may get an error
that the scheduling horizon is too long. To avoid this:
• Reduce the Scheduling Window Length.
• Remove service appointments that aren’t associated with a territory.
• Reduce the list of service territories.
• When creating a custom filter in the dispatcher console, make sure to add appropriate filters to the list view. In the Data Selection
section of the Filter Editor, reduce the data range for showing appointments (select fewer days before and after the horizon date).
Control Which Appointments Are Shown

The date field dropdown menu in the dispatcher console control which appointments are visible in the appointment list. If the value of
any of the selected date fields on an appointment falls within the specified time frame, the appointment appears in the appointment
list.
If an appointment’s dates for any selected fields among the first six don’t fall within the Gantt time frame, use the Gantt Display Date to
show the appointment on the Gantt. When a service appointment’s Gantt Display Date falls within the Gantt time frame, the appointment
is visible on the Gantt. For example, if a maintenance appointment must be completed within the next six months, you may want to
see it on the Gantt every day as a reminder.
Tip: Using Salesforce's Platform automation capabilities, set up a process to automatically configure an important appointment’s
Gantt Display Date to today’s date, updated daily.
In addition, several types of filters let you refine which appointments are shown in the dispatcher console:
• The appointment list search, which filters the list to show only appointments that match your search criteria
• The resource list search in the Gantt, which filters the resource list to show only service resources that match your search criteria
• The Resources and Skills tabs in the Gantt filter, which filter the resource list to show only service resources that match your criteria
• The territory filter, reached from the map icon in the appointment list (6), which filters the Gantt and appointment list according to
your criteria
• Any custom appointment list filters in place
SEE ALSO:
Gantt Keyboard Shortcuts
430
Customize the Dispatcher Console with Field Sets

Use field sets to control which fields appear in different sections of the Field Service dispatcher
EDITIONS
console. For example, choose which fields appear as columns in the appointment list.
To manage a field set, from the Object Manager, find the object whose field set you want to edit—for orgs) and Lightning
example, Service Resource. Then, click Field Sets. Experience
Field sets support the following field types: Number, Text, Date, Date/Time, Currency, and Reference The Field Service core
(lookup fields). The Field Service managed package also provides additional field sets not included features, managed
in this article. package, and mobile app
Service Appointment Field Sets Editions.
Field Set Description Location in Dispatcher Console

Capacity Controls the columns
Service on the dialog screen
Columns shown when a user
double-clicks a
capacity record on
the Gantt. This field
set supports up to 9
fields.
Crew Controls which fields

Management are shown when a
user double-clicks a
service appointment
from the Crew
Schedule row in the
Crew Management
Gantt.
431

Crew Controls which fields are
Management shown when a user hover
Tooltip over an appointment in the
Crew Management Gantt.
Note: Lookup fields

and fields without
values aren't displayed.
The Required Skills
field is always shown.
Designated Controls which fields are

Work Fields available when a user is
creating a designated time
slot from the time slots editor
Visualforce page on the
operating hours record.
Gantt Filter Controls the Additional

Criteria fields shown when
creating a custom Gantt filter.
432

Service Controls the mini layout
Appointment displayed when the user clicks
Expanded an appointment in the
appointment list. The mini
layout supports up to 12
fields.
Service Controls the fields that appear

Appointment in the appointment list as
List Columns columns. We recommend that
the appointment list includes
up to six columns. Additional
columns are supported but
can affect the performance of
the dispatcher console. The
number of columns shown
depends on the screen
resolution. You can include
Gantt or custom icon fields in
columns.
Note: Custom
appointment list filters
include appointment
list column settings. If
such a filter is applied,
it overrides this field
set.
Service Controls the fields that appear

Appointment when a user hovers on the
List Preview appointment information
icon.
433

Service Controls the fields displayed
Appointment on the tooltip when a user
Resource hovers over an appointment
Calendar on the service resource.
Tooltip
Service Appt Controls the fields displayed

Resource on appointments on the
Calendar service resource calendar
Display Visualforce page.
434

Service Info Controls the layout of the
Window Map dialog screen displayed when
the user double-clicks an
appointment on the map.
Service Controls the layout of the

Lightbox dialog screen displayed when
the user double-clicks an
appointment on the Gantt.
Service Controls which fields are

Lightbox displayed under Address
Address when a user double-clicks a
service appointment in the
Gantt.
435

Service Controls which fields are
Lightbox Time displayed under Date & Time
when a user double-clicks a
service appointment in the
Gantt.
Service Tooltip Controls the tooltip layout

Gantt shown when hovering over
an appointment on the Gantt.
This field set supports up to
10 fields.
Service Resource Field Sets
Field Set Description Placement in Dispatcher Console

Crew Controls the fields shown
Management when a user double-clicks a
Resource service resource in the Crew
Lightbox Management Gantt.
436

Emergency Controls the fields displayed
Fields for a service resource in the
Emergency Chatter action.
Get Controls the fields shown

Candidates when expanding a resource
Resource row on the Candidates
Details Chatter action.
437

Resource Controls the available fields
Gantt Filter in Gantt Resource Filters.
The fields are shown in
these sections:
• Sort by
• Checkbox filters (if the
field is of type
Checkbox)
• One of the following
properties picklist (if the
field is of type Picklist)
Resource Controls the layout of the

Lightbox dialog screen displayed
when the user double-clicks
a service resource in the
Gantt.
438
Gantt Lightbox

Account Controls the layout of the
dialog screen displayed
when a user double-clicks
an appointment on the
Gantt and clicks the
Account tab.
Work Order Controls the layout of the

dialog screen displayed
when the user
double-clicks an
appointment on the Gantt,
and then clicks the Work
Order tab. Applies only to
service appointments
whose parent record is a
work order.
Work Order Line Controls the layout of the

Item dialog screen displayed
when the user
double-clicks an
appointment on the Gantt,
and then clicks the WOLI
tab. Applies only to service
appointments whose
parent record is a work
order line item.
439
Resource Absence Field Sets

Resource Absence Calendar Controls the
Tooltip fields displayed
on the tooltip
when the user
hovers over an
absence on the
service resource
calendar
Visualforce page
on a service
resource record.
Resource Absence Lightbox Controls the

layout of the
dialog screen
displayed when
a user
double-clicks a
resource absence
on the Gantt.
440

Resource Absence Controls the
Resource Calendar fields displayed
on absences on
the service
resource
calendar
Visualforce page.
SEE ALSO:
Color-Code the Gantt
441
Create Custom Actions for the Field Service Dispatcher Console

Put the right actions at your dispatchers’ fingertips by adding custom actions to the dispatcher
EDITIONS
console. Custom actions can either call an Apex class or open a Visualforce page, and can be run
on records in several areas of the dispatcher console. To keep the dispatcher console tidy, actions Available in: both Salesforce
are shown in dropdown action lists with icons. Classic (not available in all
orgs) and Lightning
Experience
You can add custom actions to several areas in the dispatcher console:
• Individual or multiple appointments in the appointment list features, managed
• Individual or multiple appointments in the Gantt package, and mobile app
• Individual service resources or resource absences in the Gantt
• Polygons on the map (the action runs on the appointments within a polygon) Editions.
For example, create an action that does one of the following things:
• Calls an Apex class that reassigns all selected service appointments to a different service resource USER PERMISSIONS
• Opens a Visualforce page where the dispatcher can update the Earliest Start Permitted on all
To define, edit, delete, set
appointments within a polygon—for example, if the polygon represents a flood in the service
security, set version settings,
territory and run tests for Apex
1. Decide what you want your action to do and where it appears on the Gantt. classes:
• Author Apex
2. Create an Apex class or Visualforce page to connect to an action.
To create and edit
Apex classes or Visualforce pages intended for custom dispatcher console actions must be Visualforce pages:
configured a certain way. For details, see Code Samples: Custom Dispatcher Console Actions. • Customize Application
3. Create and assign a custom permission to limit who sees the action, or select an existing To create custom
permission to use. permissions:
• Manage Custom
4. From the App Launcher, find and open the Field Service Admin app. Click the Field Service
Permissions
Settings tab, and then click Dispatcher Console UI > Custom Actions.
To add custom actions to the
5. In the left-hand column, select an action category to define the location and breadth of the dispatcher console:
action. • FSL Admin permission
6. Click New Action and enter your details. set
• Label in Dispatcher Console: Enter the action label that dispatchers see in the dispatcher
console.
• Action Type: Select Apex Class or Visualforce.
• Apex Class: If you selected Apex Class as the type, select the Apex class that you want the action to call.
• Visualforce Page: If you selected Visualforce as the type, select the Visualforce page that you want the action to open.
• Required Custom Permission: Select the custom permission that users must have to see the action.
• Icon: Select an icon to display next to the action label.
7. Click Save.
8. Optionally, reorder the actions in the action category you selected. Custom actions appear in this order in an action list after standard
actions.
When you create or edit a custom action, the Gantt must be refreshed for the changes to take effect.
442
Create Custom Appointment List Filters

To configure the Field Service managed Customize Application Available in: both Salesforce
package: Classic (not available in all
orgs) and Lightning
To assign a permission set license: Manage Users
Experience
To create a permission set: Manage Profiles and Permission Sets
To create, edit, and delete custom filters: Field Service Dispatcher or Field Service features, managed
Admin custom permission sets package, and mobile app
AND
Create Filter custom permission Editions.
To share personal custom filters and edit Field Service Dispatcher or Field Service
and hide public custom filters: Admin custom permission sets
AND
Create Filter custom permission
AND
Publish Filter custom permission
Create custom filters in Field Service to control which appointments appear in the dispatcher console service appointment list. Base
your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.

1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Click Dispatcher
Console UI and select Enable Custom Filters.
Note: The custom filters feature replaces the appointment list’s original custom list view functionality. Enabling custom filters
removes any existing custom list views.
2. To open the dispatcher console, from the App Launcher, find and open the Field Service app.
3. To the right of the filter dropdown menu, click the Manage Filters icon and select New.
4. Add a filter name and description.
5. Choose whether the filter displays appointments based on the number of days before and after the horizon date, or appointments
currently shown on the Gantt (similar to the Gantt standard filter).
Note: The horizon date related to the selected date properties and the Earliest Start Permitted, Due Date, Arrival Window
Start, Arrival Window End, Scheduled Start, and Scheduled End fields.
• Standard filters let you set the scheduling window limit and the number of days up to and including the selected horizon
date. The default value is 14 days.
• Custom filters let you specify how many days to display before and after the horizon date.
6. Add criteria to your filter.
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Note: The Gantt Filter field set on the service appointment object controls which fields are shown. Only standard and custom
service appointment fields, including picklists, are supported on the service appointment object, picklist values of other objects
aren't supported. Multi-select picklist fields aren’t supported.
7. To filter appointments that are causing rule violations, add the Rule Violations criteria to your filter. To exclude rule violators, add
Rule Violations Equals False. To include rule violators, add Rule Violations Equals True.
8. Adjust filter logic.
Tip: To dynamically consider date and time fields, use formula fields. For example, Due date in 2 days Equals True.
9. Under Fields to Display, select fields to show in the appointment list when the filter is applied.
10. To publish or share your filter, select Make this filter available for all users.
When a custom filter is made public, it’s shared with the All Internal Users public group.
11. Click Save.

12. To edit a selected filter, click the Manage Filters icon and select Edit.
13. To hide a public custom filter, click the Manage Filters icon and select Hide.
Note: Admins can expose hidden filters by editing the custom filter record itself and setting Hidden to false.
Considerations
• The maximum number of days before and after the horizon date is 30 days.
• To avoid performance issues, we recommend keeping the number of fields on the Gantt Filter page layout below 15.
• All users have access to the standard filters provided with the managed package, but you can hide them. Remove the appropriate
custom permission from the user profile or assigned permission set. The All Service Appointments list can’t be hidden and is always
available in the dispatcher console service appointment list.
• If only certain users need access to a custom filter, share the custom filter record with the public group or users. For example, if only
San Francisco dispatchers need access to the “Bay Area Emergency Work” custom filter, create a private custom filter. Then, share
“Bay Area Emergency Work” with the San Francisco public group using standard sharing.
SEE ALSO:
Filter the Gantt in Field Service
Filter the Field Service Gantt by Service Territory
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Create Custom Appointment Icons

Add custom icons to service appointments on the Field Service Gantt, map, and appointment list
EDITIONS
so dispatchers can quickly identify appointment characteristics. For example, use a custom icon to
indicate that an appointment is for a VIP or first-time customer. Available in: both Salesforce
orgs) and Lightning
The Gantt is chock-full of information. Icons are a great way to share information without cluttering Experience
your screen. While icons are set at the individual appointment level, you can set up triggers to
populate the Gantt Icon field on appointments of a certain type.
features, managed
1. Add the Gantt Icon field to service appointment page layouts. package, and mobile app
2. Navigate to the service appointment that needs the icon. are available in Enterprise,
3. In the Gantt Icon field, enter an icon URL. The URL must end in an image suffix, such as .png or Editions.
.gif. We scale the image to 16 x 16 pixels, so square images look best.
4. Save your changes. Dispatchers can see the icon on the appointment in the Gantt and the
USER PERMISSIONS
dispatcher console map. Images with a transparent background appear with a white background.
In the appointment list, you can also include columns that show Gantt or custom icons. For example, To create a custom Gantt
set up a formula field that selects an icon image. Add the fields to show in the Service Appointment icon: One of the following:
List Columns field set. • Custom permission set:
FSL Admin Permissions
Example: Add an ice cream icon to an appointment that’s next to your favorite ice cream • Custom permission set:
shop. Find a URL that leads to an ice cream icon, and paste the link into the appointment’s FSL Dispatcher
Gantt icon field. (Of course, we recommend scheduling a snack break after the appointment.) Permissions
• Read and Edit on service
appointments
SEE ALSO:
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Field Service Working in the Field Service Dispatcher Console Appointment
List

Use the service appointment list on the left side of the Field Service dispatcher console to filter,
EDITIONS
sort, and search appointments within the list. You can also perform actions on selected appointments.
From within the appointment list, you can: orgs) and Lightning
• View the scheduling policy that’s currently applied, and apply a new one Experience
• Select the date fields that are considered when filtering appointments to show on the Gantt The Field Service core
• Customize the Gantt’s time frame by adjusting its horizon or opting to make the appointment features, managed
list match the Gantt’s date range package, and mobile app
• Schedule and dispatch service appointments Unlimited, and Developer
• Optimize your schedule Editions.
• Flag and unflag appointments
• Filter the appointment list based on a search query or appointment status
• Filter the appointment list by service territory
• Show icons and appointment details to communicate information quickly
• Customize the dispatcher console settings by clicking the gear icon in the top right-hand corner of the list
Search the Appointment List

To search within the appointment list, enter two or more characters in the search field. Separate multiple keywords with a comma, which
applies an OR condition to the search.
When you enter a query, the list updates to show only service appointments with at least one matching property. If no appointments
match your query, click Search All Recordsin the body of the list to search all appointments in your org. From the resulting list of
appointments, you can force-add an appointment to the list that doesn’t match the Gantt loading criteria. The Search All Records
action only supports search queries of a complete service appointment number or record ID.
These service appointment fields are scanned in searches:
• Service Appointment Number
• Gantt Label
• Account Name
• Assigned Resource Name
• Service Appointment ID
• Service Territory Name
• SA Status
• Fields in the Service Appointments List Columns field set that is of the following types: text, text area, lookup name, and picklist
Filter the Appointment List

Filters, similar to list views, control which service appointments appear in the appointment list. The list is also filtered based on the
horizon, selected date fields, and search values.
Apply a filter by selecting one from the filter dropdown menu in the appointment list (1). Select appointments using different filters.
Click the link to see the selected list (2)
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List
You can choose from the following filters. The custom permissions assigned to the user determine the visibility of each filter. When the
filtering criteria are based on Status, the filters consider the status category, which maps all standard and custom status values to categories
corresponding to the default status values. Conditions have an OR statement between them.
Filter Name Definition

All Service Appointments All service appointments.
Canceled Service appointments whose status category is Canceled.
Contractors Service appointments that are scheduled to capacity-based

resources.
Crews Service appointments whose parent work order or work order line
item has the Minimum Crew Size field set.
Exclude Bundle Members Service appointments that represent a bundle or aren’t part of a
bundle.
Flagged Service appointments that the user marked as flagged. Flags aren’t
saved when the dispatcher console is reloaded.
Gantt Service appointments that are currently shown on the Gantt, which
means they have one or more assigned resources and fall within
the defined time frame.
In Jeopardy Service appointments that are marked In Jeopardy and aren’t

canceled.
Recently Used Service appointments that were recently interacted with via
scheduling, dragging, Chatter posts, status changes, the Get
Candidates action, the Show on Gantt action, and the Open Details
action. Recent service appointments aren’t saved when the
dispatcher console is reloaded.
Rules Violating Service appointments that have rule violations and aren’t canceled.
Scheduled Service appointments with an assigned resource.
Selected Service appointments that the user selected in the appointment

list. Selections aren’t saved when the dispatcher console is reloaded.
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List
Filter Name Definition

To Do Service appointments that are awaiting an action from the
dispatcher. It includes appointments that match one of these
criteria.
• The status category is None.
• The appointment has rule violations.
• The appointment is In Jeopardy and isn’t Canceled or
Completed.
Unscheduled Service appointments that don’t have an assigned resource and

aren’t canceled.
Tip:
• Create custom filters for the appointment list.
• To filter the appointment list by territory, click the gear icon in the appointment list and select Territory filtering.
Mass-Edit Appointments
To modify multiple appointments in the appointment list, select the desired appointments. Then, open the Actions menu and select an
action:
Action Definition
Schedule Execute an automatic scheduling process for the selected
appointments.
Dispatch Dispatch the selected appointments.
Flag / Unflag Add or remove a flag for the selected appointments. You can use
the flag for filtering later.
Check Rules Initiate a rule validation check for the selected appointments.
Unschedule Unschedule the selected appointments, or define the relevant time

range and service territories of the appointments that must be
unscheduled.
Optimize Optimize the selected appointments. You’re given the option to

select a scheduling policy and filter the selected appointments
before running the optimization.
To customize the list of actions, from the App Launcher, find, and open the Field Service Admin app. Click Field Service Settings >
Dispatcher Console UI > Gantt Configurations, and scroll to the section where you can reorder, add, or remove actions.
Tip: To limit dispatchers’ mass-edit options, remove the Bulk Dispatch, Bulk Optimize, Bulk Schedule, or Bulk Unschedule custom
permissions from their user profiles.
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List
If you create custom dispatcher console actions in the Service List category, those actions appear below the built-in actions in the action
list.
Customize the Appointment List

Field sets control the fields and field order of the appointment list layout. For help, see Customize the Dispatcher Console with Field
Sets.
To use background shading in the appointment list, click the gear icon in the top-right corner and select Dispatch Console Settings.
In the Appointment List Color-Coding field, select an option:
Color-Coding Setting Definition

Default Apply a white background to appointments in the list
Full Shading Apply a flat background color
Horizontal Gradient Apply a gradient background color
Note:
• By default, an appointment’s color on the Gantt and appointment list is based on its status. However, Gantt palettes and the
Gantt Color field on service appointments override the default color scheme.
• Regardless of the appointment list color-coding setting, appointments with rule violations are highlighted in the appointment
list in yellow and in-jeopardy appointments are highlighted in red.
Highlight Filtered Appointments on the Gantt

Quickly spot the appointments shown in the appointment list on the Gantt. Select an appointment list filter or enter a search term, and
then click Highlight in the appointment list. All appointments and absences not shown in the list appear faded on the Gantt. Click the
X icon to remove the highlighting.
SEE ALSO:
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Field Service Work in the Field Service Dispatcher Console Gantt

The Gantt is located on the right side of the dispatcher console and contains the resource list, the
EDITIONS
schedule view, and additional features.
orgs) and Lightning
Filter the Gantt in Field Service Experience
Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization,
hours, and other features. features, managed
Filter the Field Service Gantt by Service Territory package, and mobile app
The Gantt territory filter controls which appointments are shown in the Gantt and appointment are available in Enterprise,
list. In a field service operation with numerous service territories, the faster you can control Unlimited, and Developer
which territories are shown, the better! Editions.

Use keyboard shortcuts to work faster in the Field Service dispatcher console.
View Field Service Resource Utilization
To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each
resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization.
Help dispatchers compare service appointments in the Field Service dispatcher console Gantt and map by creating custom color
palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum
based on the proximity of the due date.
Control how service crews are displayed on the Gantt in the Field Service dispatcher console.
To make things easier for your dispatchers, hide unapproved absences on the Gantt and show resource absences on the dispatcher
console map.
View Appointment KPIs on the Gantt
Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key Performance Indicator) bar.
Check Rule Violations on the Field Service Gantt
Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include
travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date.
Turn On Field Service Gantt Live Updates
Choose to have the Gantt auto-refresh at a specified frequency so dispatchers don’t have to rely on timed updates. Gantt Live Updates
relies on the Salesforce Streaming API.
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Filter the Gantt in Field Service

Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization,
EDITIONS
hours, and other features.
To open your filter settings, click the filter icon in the top left-hand corner of the Gantt. By default, orgs) and Lightning
the Gantt is sorted by service resource name. Experience
To search for resources within the resource list, enter two or more characters in the search field. The Field Service core
Separate multiple keywords with a comma, which applies an OR condition to the search. features, managed
Editions.
Filter Tab Description

Hours Select a range of hours to show. The date resolution determines the Gantt time interval and how
available hours appear. For example, when you select a date resolution of 3 Days, the Gantt shows
resource availability across 4-hour intervals; it displays intervals with full or partial availability within
filtered hours. For In-Day, the Gantt shows half-hour intervals and ignores the filter for which hours
to show.
In 3 Days, Weekly, and 2 Weeks date resolutions, you can turn on the option to show a horizontal
scrollbar. Scrolling enables you to see all the relevant resource availability information also in lower
date resolutions.
You can turn on options to display or highlight weekends. For views that are less than weekly, the
Gantt always shows weekend days. When you turn on the option to show weekends, the Gantt
displays weekend days for date resolutions of weekly or longer.
A setting In Field Service Settings > Dispatcher Console UI lets you configure Sunday or Monday
as the start of the week.
At the bottom of the tab, you can customize the Long-Term view:
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Filter Tab Description

• Choose whether to show only multiday appointments
• Enter the number of months to display (up to 6)
• Hide appointments and absences under a certain length
(To reach the long-term view, select Long-Term in the top-right corner of the Gantt. You need the
Longterm View custom permission to access it.)
Resources Specify which service resources are shown and in what order. Select Show working resources only
in the filter box to show only resources that are available to be assigned to appointments on the
dates shown on the Gantt. To add more filterable fields to the Resources tab, update the Resource
Gantt Filter field set.
Skills Select skills that resources must possess to be shown on the Gantt. Change the Filter Logic to OR to
display resources with one or more of the selected skills. The Skills filter supports up to 2,000 skills.
When the Gantt’s resource skill filter runs, only 50 skills are considered for each service resource. This
means that service resources with more than 50 skills may not appear when you filter for a skill that
they possess. This limit applies only to the Gantt resource skill filter; the Candidates action finds all
resources with the skills you need.
The Skills filter resets when you refresh the dispatcher console.
Utilization Select the factors that are considered when calculating resource utilization, and control the days
shown in the utilization view. (To reach the utilization view, select Utilization in the top-right corner
of the Gantt.)
Palettes Create, manage, and apply palettes to color-code service appointments on the Gantt and map. Click
the icon in the top-right corner to open the palette editor.
SEE ALSO:
Filter the Field Service Gantt by Service Territory

The Gantt territory filter controls which appointments are shown in the Gantt and appointment
EDITIONS
list. In a field service operation with numerous service territories, the faster you can control which
territories are shown, the better! Available in: both Salesforce
orgs) and Lightning
To filter the Gantt by service territory, click the territory filtering icon at the top of the appointment Experience
list.
features, managed
Editions.
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Then, select territories whose service resources and service appointments you want to see.
• Optionally, select Show service appointments not associated with a territory. These appointments can then be scheduled
within any of the selected service territories.
• If your organization contains many territories, click the star next to a frequently used service territory to add it to your favorites. Click
the Favorites tab to view your favorites.
• Hover over a territory and click Switch to deselect all territories and select only that territory.
• Click Save to apply the filter and return to the appointment list.
Note: Service territories without assigned resources are shown on the appointment list but not on the Gantt. If you have access
to 2,000 or more service territories, the appointment list shows only selected territories. Use the search bar to find territories that
aren't selected.
View Secondary Service Territory Memberships on the Gantt

If service resources are assigned to more than one territory, you can choose to show secondary service territory memberships on the
Gantt.
2. Click Dispatcher Console UI > Gantt Configurations.
3. Select Show secondary Service Territory Members on Gantt chart, and save your changes.
4. From Setup, enter Permission Sets in the Quick Find box. Select Permission Sets under Users.
5. Click Field Service Dispatcher Permissions.
6. In the Apps section, click Custom Permissions.
7. Click Edit.
8. Add the FSL.View Resource on secondary STM custom permission to the Field Service Dispatcher permission set.
9. Click Save.
If you show secondary territory memberships on the Gantt, keep these considerations in mind.
• When the Candidates action is used, secondary territory members are flagged with a green icon.
• When service appointments are dragged onto the Gantt, the time slots are filled on both of the service resource’s rows.
• Territory utilization calculation doesn’t consider secondary territory members.
• When Gantt visibility is back on time zones, only secondary territory memberships with the same time zone are visible. If the primary
territory is filtered out, the secondary territory memberships are still visible.
SEE ALSO:
Create and Manage Map Polygons
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Use keyboard shortcuts to work faster in the Field Service dispatcher console.
EDITIONS
Command Description Keyboard Shortcut Available in: both Salesforce
Flag or unflag a service Flagged appointments appear Select service appointment, Classic (not available in all
appointment with a flag icon on the Gantt. then F orgs) and Lightning
Experience
Open parent work order or Opens the record in the Work Select service appointment,
work order line item record Orders tab, outside of the then W
features, managed
Gantt.
Open service appointment Opens the record in the Service Select service appointment, are available in Enterprise,
record Appointments tab, outside of then S Unlimited, and Developer
the Gantt. Editions.
Open service appointment Opens a lightbox over the Select service appointment,
details Gantt with tabs containing then Enter
details about the appointment
and its parent record, related
records, map, and more.
Close service appointment Closes the lightbox. Esc

lightbox
Move a scheduled service You can drag an appointment Windows: Select service
appointment to a new spot in to a different spot in its appointment+Ctrl+drag
the schedule, allowing for assigned resource’s schedule macOS: Select service
travel time or to another resource’s row to appointment+Cmd+drag
reassign it. When an
appointment is dragged, it
snaps to the closest valid time
slot based on your Gantt drag
jump setting and on the
calculated travel time between
adjacent appointments or
absences. Configure your drag
jump setting in the Field
Service Admin app (Field
Service Settings >
Dispatcher Console UI).
Show today on the Gantt If the Gantt is configured to T

show multiple days, today is
the first day shown.
Switch to In Day view Changes the Gantt resolution 0 (zero)

to In Day.
Switch to Daily view Changes the Gantt resolution 1

to Daily.
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Command Description Keyboard Shortcut

Switch to 2 Days view Changes the Gantt resolution to 2 Days. 2
Switch to 3 Days view Changes the Gantt resolution to 3 Days. 3
Switch to Weekly view Changes the Gantt resolution to Weekly. 7
Switch to Multiday view Changes the Gantt resolution to Multiday. M
Switch to Utilization view Changes the Gantt resolution to Utilization. U
Scroll one day back For example, if you’re viewing the August Left Arrow
6 schedule, this shortcut switches the Gantt
to August 5.
Scroll one day forward For example, if you’re viewing the August Right Arrow
6 schedule, this shortcut switches the Gantt
to August 7.
Scroll one time period back For example, if you’re in the Weekly view, Shift+Left Arrow
this shortcut switches the Gantt to the
previous week.
Scroll one time period forward For example, if you’re in the 2 Days view, Shift+Right Arrow
this shortcut switches the Gantt to the next
two days.
Scroll up in schedule Scrolls up one row in the Gantt without Up Arrow

changing the dates shown.
Scroll down in schedule Scrolls down one row in the Gantt without Down Arrow
changing the dates shown.

To make smarter scheduling and hiring decisions, view your service resources’ individual utilization
EDITIONS
percentages. You can see each resource’s utilization percentage for a particular day or over multiple
days, and sort resources in the Gantt by utilization. Available in: both Salesforce
orgs) and Lightning
A service resource’s utilization is calculated by comparing their total operating hours to the number Experience
of hours they’re scheduled to work. Utilization is calculated only for non-capacity-based service
resources.
features, managed
Calculate Utilization are available in Enterprise,
To determine which factors are considered when calculating a resource’s utilization, click the Gantt
Editions.
filter icon and click the Utilization tab. Deselect factors that you don’t want to be used in the
calculation.
When all factors are selected, utilization is calculated using the following equation: (Service Appointments + Absences + Breaks + Travel
Time) / (Overtime Hours + *Normal Hours*)
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• SA = Scheduled service appointments

• Absences = Resource absences of type Absence
• Breaks = Resource absences of type Break
• Overtime Hours = Time slots of type Extended in the resource’s operating hours for its primary service territory
• Normal Hours = Time slots of type Normal in the resource’s operating hours for its primary service territory
For example, if a resource’s operating hours add up to 20 hours per week and they’re scheduled to work 10 hours in a particular week,
their average utilization for the week is 50%.
View Utilization on the Gantt

The Gantt provides a bird’s-eye view of your team’s utilization percentages. To turn on the utilization view, select Utilization in the
Gantt resolution field in the top-right corner.
From the utilization resource view, you can:

• View each resource’s average utilization over the days in the utilization view
• View a resource’s utilization for a particular day
• Click an event name to view its details
• Flag service appointments
• Click the date on the vertical axis to switch to the date’s daily view
Note: Resource absence duration (in a day) longer than the overall working day capacity is shown as 100% utilization.
Here’s how to customize the utilization display settings.

Change the number of days in the utilization view
The utilization view can show 1–31 days. To switch from the default of 31 days, click the Gantt filter icon, then click Utilization and
enter your preferred number of days (1). Each resource’s Average Utilization (2), shown beneath their name in the resource list, is
an average of their daily utilization percentage across the days shown in the utilization view.
Sort the resource list by average utilization
Sorting resources by their average utilization helps you identify which resources need more or fewer appointments. Click the Gantt
filter icon, then click Resources. In the Sort by field, select Average Utilization.
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Customize the utilization-based color code

Resources in the resource list are shown in green, yellow, or red depending on their utilization percentage. To define the limits for
these three colors, from the App Launcher, find and open the Field Service Admin app. Click Field Service Settings > Dispatcher
Console UI > Gantt Configurations. Under Utilization Views, enter the number of hours that indicate High Utilization (default:
150), Medium Utilization (default: 100), and Extensive Travel (default: 33). In the utilization view:
• Resources whose schedules are below Medium Utilization appear in green.
• Resources whose schedules are between High and Medium Utilization appear in yellow.
• Resources whose schedules are above High Utilization appear in red.
• Resources whose percentage of travel is larger than the value you specify are considered Extensive Travel candidates, and appear
with an automobile icon.
Show each territory’s average daily utilization
Control when utilization information is shown for territories on the Gantt. From the App Launcher, find and open the Field Service
Admin app, and then click Field Service Settings > Dispatcher Console UI > Gantt Configurations. Select Show utilization
on the Gantt to show each territory's average daily utilization on the Gantt for all Gantt resolutions. If this option isn't selected,
utilization information is shown only when the Gantt resolution is set to Utilization.
If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt. However, their row
in the Gantt displays an icon that shows how close they’re to reaching their capacity.
SEE ALSO:
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Help dispatchers compare service appointments in the Field Service dispatcher console Gantt and
EDITIONS
map by creating custom color palettes based on a service appointment field. For example, create
a palette that displays appointments in a custom color spectrum based on the proximity of the due Available in: both Salesforce
date. Classic (not available in all
orgs) and Lightning
Experience
You can base a palette on any service appointment field of the following types: checkbox, picklist,
date, date-time, number, percent, or currency. Use the Due Date Approaching palette to color-code
features, managed
appointments based on how close they are to the due date. Create and manage palettes directly
from the Gantt.
1. From the App Launcher, find and open the Field Service app. Click the Field Service tab to Unlimited, and Developer
open the dispatcher console. Editions.
2. Click the filter icon at the top of the Gantt, and then click the Palettes tab.
3. Click the icon in the top-right corner to open the palette editor, and click New Palette. USER PERMISSIONS
4. Enter a name and description. To create, edit, and delete
5. Select which service appointment field to base the palette on. Gantt palettes:
• Gantt Palettes Edit
6. Define the color spectrum. We recommend creating a high-contrast spectrum. For picklist fields, custom permission
assign a color to each picklist value. For checkbox fields, select two colors signifying checked
To view the Palettes tab in
and unchecked. For numeric or date-based fields, choose how many colors to use, a minimum the Gantt and apply a
and maximum color, a color if no value is specified, and a corresponding minimum and maximum palette:
value. The palette editor then creates a spectrum for you. • Gantt Palettes View
7. Select Active to make the palette available to dispatchers. custom permission
8. Save your palette.

9. Apply a palette from the Palettes tab in the Gantt filter.
a. Select a palette in the dropdown list, and click Apply Palette. The list shows up to 10 active palettes in the org in alphabetical
order. Applying a palette changes the background color of appointments on the Gantt and adds an appropriately colored
horizontal bar above appointments on the map.
b. After a palette is applied, you can click Use Default Palette to return to the default color scheme.
The default color scheme—used when no palette is applied—color-codes appointments by status. You can’t update the default color
scheme or replace it with a custom palette. Reloading the Gantt or changing which service appointments are shown in the appointment
list reverts it to the default color scheme.
The Gantt Color field on service appointments and service crews overrides the default color scheme. If you don’t like the default color
scheme, create a process in Process Builder that populates the Gantt Color field based on your preferred service appointment field.
Users with the Gantt Palettes View permission can see all palettes created in your org. To control palette access, set sharing on the Gantt
Palette object to Private. Then, use sharing rules to share each palette with the appropriate users.
Tip: Create multiple palettes to address different scheduling questions. For example, use custom fields to create palettes that do
the following:
• Highlight appointments for VIP customers
• Color-code appointments based on service cost
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• Color-code appointments based on the priority level of their parent work order
SEE ALSO:

Control how service crews are displayed on the Gantt in the Field Service dispatcher console.
EDITIONS
Show One Crew orgs) and Lightning
Experience
In the resource list, click Show Crew on a service resource of type Crew to leave only the Crew and
its members on the Gantt and hide other resources. Click Hide Crew View to return to the regular The Field Service core
display. features, managed
Editions.
The Gantt displays each service crew member’s Gantt Label value. If the field is blank on a service crew member record, it defaults to
the service crew name + “Crew Member.” For example, Alpha Team Crew Member.
Show or Hide Crews

To customize the way crews are shown on the Gantt, click the Gantt filter icon. Click the Resources tab, and then select one of the
following values in the Crews filtering field.
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• Show all: Do not filter based on crew properties.

• Hide Service Crew Members: Show only service resources of type Crew and service resources of type Technician who are not
allocated to crews in the time frame open on the Gantt.
• Show Crews and their Service Crew Members: Show only service resources of type Crew and service resources of type Technician
who are allocated to those crews in the time frame open on the Gantt.
• Show only Crews: Show only service resources of type Crew.
• Hide Crews and Service Crew Members: Show only service resources of type Technician that are not allocated to a crew in the
time frame open on the Gantt.
Customize Crew Color

Optionally, display a service crew in a particular color on the Gantt by entering a hex code in the Gantt Color field on the crew. For
example, set the Gantt color to green (#008000) for all service crews that use a company vehicle. Crews without a defined Gantt color
appear in purple.
Here, we’ve entered #ff0000 in the Gantt Color field for the Vipers crew, and haven’t specified a color for the Diamondbacks crew.
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SEE ALSO:
Service Crew Fields
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To make things easier for your dispatchers, hide unapproved absences on the Gantt and show
EDITIONS
resource absences on the dispatcher console map.
1. Hide unapproved absences on the Gantt. orgs) and Lightning
When approval confirmation is enabled, only approved absences can block a mobile worker’s Experience
availability and appear on the Gantt. Unapproved absences aren’t considered in scheduling or The Field Service core
shown on the Gantt. features, managed
Note: If the Multiday view is selected, resource absences don't appear on the Gantt. package, and mobile app
a. Create an approval process for absences that checks the FSL__Approved__c field. Unlimited, and Developer
Editions.
b. To avoid confusion, approve all existing absences.
c. From the App Launcher, find and open the Field Service Admin app, and then click the
Field Service Settings tab.
USER PERMISSIONS
d. Click Scheduling > General Logic and select Activate approval confirmation on To customize the Field
resource absences. Service managed package:
e. Save your changes.
2. Show resource absences on the map.

Absences are shown on the dispatcher console map with a purple icon and the planned route to and from the absence address. If
this option isn’t selected, absence length is added to the travel time of adjacent service appointments, which can be confusing for
dispatchers.
Note: A resource absence must be properly geocoded by data integration rules—meaning it needs a latitude and longitude—to
appear on the map.
b. Click Dispatcher Console UI > Gantt Configurations and select Show absences on resource map.
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SEE ALSO:
View Appointment KPIs on the Gantt

Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key
EDITIONS
Performance Indicator) bar.
The KPI bar includes five indicators and can be found in the top-right corner of the Gantt. orgs) and Lightning
Experience

features, managed
Editions.
The indicators are, from left to right:

• Total scheduled time (workload) of all loaded service territories
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• Average travel time per service appointment of all service appointments shown on the Gantt
• Number of completed service appointments out of all service appointments shown on the Gantt
• Number of service appointments on the Gantt with rule violations
• Number of service appointments on the Gantt that are In Jeopardy
Check Rule Violations on the Field Service Gantt

Rule violations occur when a service appointment doesn’t follow predefined scheduling rules.
EDITIONS
Examples of rule violations include travel time conflicts and appointments that aren’t scheduled
between their Earliest Start Permitted and Due Date. Available in: both Salesforce
orgs) and Lightning
Right-click one or more appointments on the Gantt chart or list and click Check Rules to manually Experience
check rule violations for selected service appointments. To manually check rules on demand for all
loaded services on the Gantt, click Check Rules next to the scheduling policy.
features, managed
The scheduling policy selected at the top of the appointment list controls which rules are applied. package, and mobile app
If a rule violation occurs, the service appointment appears on the Gantt with a yellow triangle. Hover are available in Enterprise,
over the appointment to view its details and violated rules. Unlimited, and Developer
Editions.
USER PERMISSIONS
To enable dispatchers to
check rules manually:
• Custom permission sets:
• Field Service
Dispatcher
Permissions
• Field Service
Dispatcher License
Custom permissions:
• Enable Check Rules
- All Services
• Gantt and List -
Enable Check Rules
• Gantt and List -
Enable Bulk Check
Rule
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When optimizing your team’s or a service resource’s schedule, appointments with rule violations remain pinned. With Enhanced
Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling
rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned
or in a pinned status.
Note: Up to 30 bulk check rules can be validated, where each bulk check rule consists of either 200 service appointments or 40
service resources over 7 days. If you exceed the maximum number of times you can check rules, some of your services aren't
validated. To avoid reaching this limitation, load a shorter horizon or fewer territories.
Note: Too many work rules in a scheduling policy can result in an Apex CPU timeout when checking rules for a large number of
service appointments. If you experience a timeout when checking rules, try removing some work rules, or check rules for fewer
When automatic scheduling is used—with the Schedule or Candidates action—rule violations don’t occur. Field Service automatically
formulates schedules that don’t violate rules, so rule violations occur only as a result of manual scheduling.
SEE ALSO:
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Turn On Field Service Gantt Live Updates

Choose to have the Gantt auto-refresh at a specified frequency so dispatchers don’t have to rely
EDITIONS
on timed updates. Gantt Live Updates relies on the Salesforce Streaming API.
Important: Gantt Live Updates has the following limitations: orgs) and Lightning
Experience
• Dispatchers without the Streaming API custom permission get timed updates on the
Gantt, as defined in your settings. The Field Service core
• Live updates aren’t available to Experience Builder site dispatchers. features, managed
• Gantt Live Update access isn’t automatically available to all admins, and too many live are available in Enterprise,
update requests can cause the Gantt to crash. Unlimited, and Developer
• Gantt Live Updates are subject to org limits for event delivery and PushTopic Streaming Editions.
Allocations.
• Field values on service appointments that appear on the Gantt will also get their latest USER PERMISSIONS
value if the service appointments have been recently updated. Since formula fields do
not trigger updates to the record, formula fields will never trigger the push updates to To configure the Field Service
that service appointment. managed package:
1. Update sharing settings so dispatchers receive notifications only about the data they have
To view live updates on the
access to. Gantt:
a. From the App Launcher, find and open the Field Service Admin app, and then click the • Streaming API custom
Field Service Settings tab. permission
b. Click Dispatcher Console UI > Updating the Gantt.

c. Under Live Updates, check that each object’s sharing setting is Private. If not, update the object’s sharing setting to Private in
Salesforce Setup.
2. On the same Updating the Gantt page, click Update push topics. Push topics are used to send event notifications on specified
objects, fields, and criteria. Field Service creates push topics for the following objects.
• Service resource
• Resource absence
• Service appointment
• Assigned resource
• Service resource capacity
• Field Service operation
• Optimization request
3. Select Gantt updates are enabled org wide.

4. Select Allow admins to use Gantt updates.
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Field Service Working in the Field Service Dispatcher Console Map

The dispatcher console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce.
EDITIONS
Learn how to customize the map view and draw territories directly on the map.
Note: Because Google Maps is restricted in China, Field Service features that depend on orgs) and Lightning
Google Maps don’t work there. To minimize errors and customize access for users in China, Experience
see Disable Google Maps-based Field Service features for China users. The Field Service core
features, managed
Customize the Field Service Dispatcher Console Map package, and mobile app
Control the information shown on the dispatcher console map. By default, the map shows are available in Enterprise,
markers for all service resources whose appointments are loaded in the Gantt or appointment Unlimited, and Developer
Editions.
list.
Enable Map Polygons in Field Service
Set up and configure map polygons so you can draw your own territories directly on the map.
Draw your own Field Service territories directly on the map, then link them to your service territories. Polygons make it easy to
mass-update all appointments within a specific geographic area.
Import Service Territory Polygons in KML
Map polygons represent the physical boundaries of a service territory in Field Service. While you can draw a polygon on the dispatcher
console map, you can also import one in KML (Keyhole Markup Language). For example, cities may provide public KML files so you
can create service territories whose boundaries correspond exactly to the city borders.
SEE ALSO:
Customize the Field Service Dispatcher Console Map

Control the information shown on the dispatcher console map. By default, the map shows markers
EDITIONS
for all service resources whose appointments are loaded in the Gantt or appointment list.
orgs) and Lightning
Experience

features, managed
Editions.
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To navigate to the dispatcher console map, from the App Launcher, find and open the Field Service app, and then click Field Service.
Then, click the Map tab. To pop out the map and drag it anywhere within the dispatcher console, hover over the Map tab from the Gantt
and click .
Note: The dispatcher console map may appear different than the map displayed on service territory member detail pages because
of a difference in geocoding granularity. As a rule, the dispatcher console map is more accurate.
Choose What Information is Shown

Click Map Layers, which opens on the Markers tab. Select the information to display for selected service resources:
• Live Positions: When a service resource updates a service appointment’s status from their mobile device, their coordinates are
automatically recorded. Live Position shows the latest coordinates saved in the system.
• Homebase: The selected service resource’s home base, set on their detail page.
• Service Appointments: All service appointments that are assigned to the selected service resource and shown in the appointment
list.
• Service Territories: The resource’s service territories.
Choose Which Service Resources are Shown

Click Map Layers, then click the Service Resources tab. Use the search to select one or more service resources whose information you
want displayed on the map.
Display Report Data

Click Map Layers, then click the Reports tab. Select reports containing geolocation fields that you want to be displayed on the map.
This way, you can view location-based standard or custom objects as separate map layers.
Only tabular reports in the Field Service Reports folder appear in the Reports tab. By default, the markers’ icons on the map are styled as
the object type in the first column in the report. Up to 10 additional columns are visible inside the marker’s info window.
Up to 500 total report markers can be displayed on the Gantt map at one time. If a report has more than 500 markers, consider adding
more filters.
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Manage Map Polygons

Click Map Layers, then click the Polygons tab. Choose which polygons are displayed, customize their color-coding, and create new
polygons. You can also create and manage polygons from the Map Polygons tab in your Salesforce environment.
View Traffic Conditions

Click Traffic at the top of the map to show traffic conditions.
Customize Icons and Colors for Reports

Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation
fields.
SEE ALSO:

Give your reports contrast on the Gantt map by customizing their icons and colors. You can map
EDITIONS
any tabular report that has geolocation fields.
1. From the App Launcher, find and open the Field Service Admin app, and then click the Field orgs) and Lightning
Service Settings tab. Experience
2. Click Dispatcher Console UI > Map. Under Report Styles, select a report. The Field Service core
3. Select a color and an icon for the report, then click Add Report. features, managed
Editions.
USER PERMISSIONS
To configure the Field Service

managed package:
To customize icons and
colors for reports:
• Custom permission set:
FSL Admin Permissions
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4. Click Save.
5. From the App Launcher, find and open the Field Service app. To open the dispatcher console, click the Field Service tab.
6. Click Map > Map Layers > Reports.
7. Select a report and click Add Layer.
If you decide not to use customized icons and colors for your reports, they are mapped using the default style for that object type.
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Enable Map Polygons in Field Service

Set up and configure map polygons so you can draw your own territories directly on the map.
EDITIONS
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets Classic (not available in all
under Users. orgs) and Lightning
2. Click Field Service Dispatcher Permissions. Experience
3. In the Apps section, click Custom Permissions. The Field Service core
features, managed
4. Click Edit.
5. Add the following available custom permissions to the enabled custom permissions. are available in Enterprise,
• FSL.Polygons - create\update
Editions.
• FSL.Polygons - view
6. Click Save. USER PERMISSIONS

Tip: To give access to a selection of your users, create custom permission sets and assign To configure the Field Service
these permissions to those users. managed package:
7. Create a tab for the Map Polygon custom object.
9. Click Service Appointment Life Cycle > Creation.
10. Select Use polygons to assign service territories.
11. Set the territory classification policy to Highest.
When there are parent-child relationships between service territories (for example, San Francisco and California), the service
appointment is assigned to the highest territory in the hierarchy (California). Select Lower if you want appointments to be assigned
to the lowest territory (San Francisco). Service appointments are never assigned to middle-tier territories.

Draw your own Field Service territories directly on the map, then link them to your service territories.
EDITIONS
Polygons make it easy to mass-update all appointments within a specific geographic area.
orgs) and Lightning
Create and Update Polygons Experience
After map polygons are enabled, you can draw polygons straight on the dispatcher console map The Field Service core
or import them in KML (Keyhole Markup Language) format. features, managed
1. To open the dispatcher console, from the App Launcher, find and open the Field Service app,
and then click Field Service.
2. Click the Map tab, and then click Map Layers. Editions.
3. Select Polygons.
4. Click New.
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5. Name your polygon and select a color.

6. Select a service territory.
Note: The service territory field is used during appointment scheduling. When a new service appointment is created, the
Service Territory field auto-populates based on the appointment’s address. When a service appointment address changes and
its Service Territory field is empty, the address is matched to a polygon and that polygon’s territory.
7. Draw your polygon on the map.

8. Click Save.
To import a polygon in KML—for example, a public KML file for a county or city—click the Map Polygons custom object tab in Salesforce
and click New. Add a name, color, description, and service territory. In the KML Details field, add your KML text.
Update polygons from the Map Polygons tab or the Polygons map layer.
Take Mass Actions on Polygons

From the dispatcher console map view, you can mass-edit all service appointments within a polygon. Right-click a polygon and select
one of the following actions.
• Schedule / Unschedule / Dispatch: Schedule, unschedule, or dispatch all service appointments within the polygon in the current
view.
• In Jeopardy: Set the In Jeopardy field to True for every service appointment within the polygon.
• Delete Polygon: Delete the polygon.
• Cut Intersections: Select a polygon and cut its intersections with other polygons. Select multiple polygons, then click Go to trim
the polygons so they no longer intersect.
Tip: Create custom actions to add to the actions list on polygons. For details, see Create Custom Actions for the Field Service
Dispatcher Console.
Limits and Considerations

• A polygon can contain up to 3,200 coordinates.
• If your org contains more than 200 polygons, you may experience dispatcher console performance issues. To avoid these issues, set
the sharing of the Map Polygon object to Private and use sharing to expose only the relevant polygons to dispatchers.
• If a service appointment’s geolocation matches more than one polygon, the appointment is assigned to either the highest or
lowest-level territory in the hierarchy depending on your settings.
• When creating polygons, don’t create overlaps unless there are parent-child relationships between the corresponding service
territories (for instance, San Francisco and California). Service appointments are never assigned to middle-tier territories.
• If two or more polygons overlap and there's no hierarchy in place, service appointments are assigned to the first polygon that was
created.
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Import Service Territory Polygons in KML

Map polygons represent the physical boundaries of a service territory in Field Service. While you
EDITIONS
can draw a polygon on the dispatcher console map, you can also import one in KML (Keyhole
Markup Language). For example, cities may provide public KML files so you can create service Available in: both Salesforce
territories whose boundaries correspond exactly to the city borders. Classic (not available in all
orgs) and Lightning
Experience
To import a polygon in KML, click the Map Polygons custom object tab in Salesforce and click New.
Add a name, color, description, and service territory. In the KML Details field, add your KML text.
features, managed
Make sure that each set of coordinates has its own line.
Example: are available in Enterprise,
<?xml version="1.0" encoding="UTF-8"?> Editions.
<kml xmlns="http://www.opengis.net/kml/2.2">
<Style id="myPolygonStyle">
<LineStyle>
<width>1</width>
</LineStyle>
<PolyStyle>
<color>8047A043</color>
</PolyStyle>
</Style>
<Placemark>
<name>myPolygon</name>
<styleUrl>#myPolygonStyle</styleUrl>
<Polygon>
<outerBoundaryIs>
<LinearRing>
<coordinates>-122.44257817993167,37.80710430993863,0
-122.4278153015137,37.804391739106606,0
-122.4113358093262,37.80737556154185,0
-122.40412603149417,37.80629054915071,0
-122.38867650756839,37.78974213500372,0
-122.38764653930667,37.74821914921608,0
-122.45390783081058,37.74523293816564,0
-122.4604309631348,37.78865686357955,0
-122.44257817993167,37.80710430993863,0</coordinates>
</LinearRing>
</outerBoundaryIs>
</Polygon>
</Placemark>
</kml>
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Field Service Field Service Object Fields
Field Service Object Fields

Learn about the fields available on Field Service standard objects.
EDITIONS
Note: If you have your own field service terminology, remember that you can rename an
object’s tab and labels. In Setup, select Rename Tabs and Labels, and enter your own term Available in: both Salesforce
for the object you’d like to rename. Classic (not available in all
orgs) and Lightning
Experience
When you enable Field Service, you gain access to a suite of standard Salesforce objects. The
features, managed
Field Service managed package also includes custom objects that support its scheduling and
optimization features.
Appointment Bundle Aggregation Duration Downscale Fields Unlimited, and Developer
Appointment Bundle Aggregation Duration Downscales have the following fields. Editions.
Appointment Bundle Aggregation Policy Fields
Appointment Bundle Aggregation Policies have the following fields.
Appointment Bundle Config Fields
Appointment Bundle Configs have the following fields.
Appointment Bundle Policy Fields
Appointment Bundle Policies have the following fields.
Appointment Bundle Policy Service Territory Fields
Appointment Bundle Policy Service Territories have the following fields.
Appointment Bundle Propagation Policy Fields
Appointment Bundle Propagation Policies have the following fields.
Appointment Bundle Restriction Policy Fields
Appointment Bundle Restriction Policies have the following fields.
Appointment Bundle Sort Policy Fields
Appointment Bundle Sort Policies have the following fields.
Asset Downtime Period Fields
Asset Downtime Periods have the following fields. Some fields may not be visible or editable depending on your page layout and
field-level security settings.
Expense Fields for Field Service
Expenses let your service resources track costs and associate them to work orders.
Job Profile Fields for Field Service
Job profiles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the
following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on
your page layout and field-level security settings.
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Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit
certain fields because of your page layout and field-level security settings.
Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout
and field-level security settings.
Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable
depending on your page layout and field-level security settings.
Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you
can't see or edit certain fields because of your page layout and field-level security settings.
Product Service Campaign Fields
Product service campaigns and product service campaigns line items have the following fields. Sometimes you can't see or edit
Return Order Fields
Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your
page layout and field-level security settings.
Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may not be visible or editable depending
on your page layout and field-level security settings.
Serialized Products and Serialized Products Transactions Fields
Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t see or edit certain fields because of
Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and
Service Crew Fields
Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings,
you may not be able to view or update some of them.
Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending
Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields.
Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.
Service territories, service territory members, and service territory locations have the following fields. Some fields may not be visible
or editable depending on your page layout and field-level security settings.
Shift Fields for Field Service
Shifts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security
settings.
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Shift Pattern Fields

Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or editable depending on your page
layout and field-level security settings.
Shift Template Fields
Shift templates have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements
have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Time Sheet Fields
Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page
Travel Mode Fields
Travel Modes have the following fields.
Warranty Fields
Warranty terms, product warranty terms, and asset warranties have the following fields. Your page layout and field-level security
settings can hide some fields and prevent you from editing others.
Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level
security settings.
Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and
Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level
security settings.
SEE ALSO:
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Field Service Field Service Objects

When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field
EDITIONS
Service managed package also includes custom objects that support its scheduling and optimization
features. Available in: both Salesforce
Note: This list doesn’t include sharing, feed, or history objects. Classic (not available in all
orgs) and Lightning
Experience
Standard Objects The Field Service core
features, managed
Object Name Definition Tab in package, and mobile app
Salesforce? are available in Enterprise,
Address An address associated with a location. Editions.
App Extension A link between the Field Service mobile app and
other mobile apps.
Appointment Bundle Sums the duration of the bundle members,

Aggregation Duration reduced by a predefined percentage.
Downscale
Appointment Bundle Policy that defines how the property values of the
Aggregation Policy bundle members are aggregated and assigned to
the bundle.
Appointment Bundle Config General parameters that define the behavior of the
bundle.
Appointment Bundle Policy Policy that defines how the bundling of service
appointments is handled.
Appointment Bundle Policy A link between the Bundle Policy and the Service
Service Territory Territory.
Appointment Bundle Policy that defines which property values are

Propagation Policy inherited from the bundle to the bundle members
or are assigned as constant values in the bundle
members.
Appointment Bundle Policy that defines the restrictions that are

Restriction Policy considered while forming a bundle.
Appointment Bundle Sort Policy that defines the properties by which the
Policy bundle members are sorted within the bundle. Can
also be used in the automated mode for
determining the selection order of the bundle
members.
Assigned Resource A service resource that is assigned to a service

appointment.
Associated Location A location linked to a specific account.
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Object Name Definition Tab in

Salesforce?
Asset Downtime Period A downtime period associated with an asset.
Asset Warranty A warranty term associated with an asset.
Digital Signature A captured signature from a field service customer or mobile worker.
Expense An expense such as tools or travel costs linked to a work order.
Expense Report A report that summarizes expenses.
Expense Report Entry An expense that’s included in an expense report.
Field Service Mobile Settings A collection of settings related to the Field Service mobile app.
Job Profile A set of skills used to match service resources to shifts.
Linked Article A knowledge article version that is attached to a work order, work order
line item, or work type.
Location A warehouse, site, van, or plant, usually where inventory is stored or

used.
Maintenance Asset An asset associated with a particular maintenance plan. The plan’s
work orders list the asset associated with it.
Maintenance Plan A plan for preventive maintenance on assets. Work orders are generated
for all maintenance visits.
Maintenance Work Rule A reoccurring maintenance item.
Mobile Settings Assignment The assignment of a field service mobile settings configuration to a
user profile.
Operating Hours Field service hours that you can define for service territories, service
territory members, and accounts.
Product Consumed A product from your inventory that was used to complete a work order
Product Item A portion of your inventory stored at a particular location. Every product
item is linked to a product and a location.
Product Item Transaction Represents the restocking, consumption, or stock adjustment of a

product item.
Product Request A request for inventory.
Product Request Line Item A subdivision of a product request, associated with a particular product.
Product Required A product that is required for the completion of a work order or work
order line item.
Product Service Campaign A set of activities to be performed on a product service campaign asset,
such as a product recall for safety issues or product defects.
Product Service Campaign Item A product service campaign's asset.
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Salesforce?
Product Transfer The transfer of inventory from one location to another.
Product Warranty A warranty term associated with a product.
Recordset Filter Criteria A filter that uses field values from a source object to filter records in
another object.
Recordset Filter Criteria Rule The individual rules that make up a recordset filter criteria. Rules map
fields to values.
Resource Absence A time period in which a service resource is unavailable to work.
Resource Preference The designation of a service resource as preferred, required, or excluded

on specific accounts or work orders.
Return Order The return or repair of inventory or products.
Return Order Line Item A subdivision of a return order.
Service Appointment An appointment to perform field service work for customers.
Service Appointment Status Corresponds to the Status field on service appointments.
Service Crew A group of service resources that can be assigned to field service work
as a unit.
Service Crew Member A service resource that belongs to a service crew.
Service Report A customer-facing report summarizing the status of a service

appointment, work order, or work order line item.
Service Report Template A template for service reports.
Service Resource A user or crew who can perform field service work. You can assign
service resources to service appointments and specify each resource’s
skills, service territory, and availability.
Service Resource Capacity The maximum number of scheduled hours or number of service
appointments that a capacity-based service resource can complete
within a specific time period.
Service Resource Skill A skill assigned to a service resource. You can specify skill level and
expiration.
Service Territory A region in which field service work is performed. You can assign service
resources to territories and create territory hierarchies.
Service Territory Location A location associated with a particular service territory.
Service Territory Member A service resource who is assigned to a particular service territory.
Shift A record used to schedule service resources.
Shift Pattern A pattern of shift templates used to define groups of commonly used
shifts.
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Salesforce?
Shift Pattern Entry Shift pattern entries link shift templates to a shift pattern.
Shift Template A template used to define commonly used shifts.
Shipment A shipment of inventory between locations.
Shipment Item An item included in a shipment.
Skill A certification or area of expertise.
Skill Requirement A skill that is required to complete a particular field service task. Skill
requirements can be added to work types, work orders, and work order
line items.
Time Sheet A log of a service resource’s time and attendance.
Time Sheet Entry A period when a service resource performs a specific function.
Time Slot A period in a day when field service work can be performed. Operating
hours consist of one or more time slots.
Warranty Term Details of the benefits offered under a warranty.
Work Order Represents work to be performed for a customer.
Work Order Line Item A subtask on a work order.
Work Order Status Corresponds to the Status field on work orders.
Work Order Line Item Status Corresponds to the Status field on work order line items.
Work Type A template that helps you standardize your work orders.
Work Type Group A category of work types that’s used to define work-type-based
scheduling limits.
Work Type Group Member A work type that belongs to a particular work type group.
The following objects are available even if Field Service isn’t enabled. These objects are often used in field service tasks.

Salesforce?
Asset A purchased or installed product.
Asset Relationship A relationship between two assets that represents a replacement or

upgrade.
Contract Line Item A subdivision of a service contract, typically representing a product

covered by the service contract.
Entitlement Represents the level of support that a customer is entitled to.
Product A product or service that your business sells.
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Salesforce?
Service Contract Represents a service-level agreement, such as a warranty or
subscription.
Skill A capability required to perform tasks.
Work Order A record that tracks work to be performed for customers. Work orders
can have their own service appointments and work order line items.
Work Order Line Item A subdivision of a work order, often representing a task to be
completed.
Custom Objects
The following objects are provided by the Field Service managed package. You can view them in Setup and create custom tabs for them.
Customize these objects only based on Salesforce recommendations.
Object Name Definition

Appointment Dependency A scheduling dependency between two service appointments.
Crew Management User Settings A user’s crew management preferences.
Crew Management User Settings Territory A user’s crew management preferences for the most recently
loaded service territory.
Criteria Custom criteria added to a scheduling recipe.
FSL Operation Used in data processing.
Gantt Filter A custom filter that controls what data appears in the Gantt.
Gantt Palette A palette used to color-code service appointments on the Gantt.
Map Polygon A custom polygon, which typically represents a service territory.
Optimization Data Schedule optimization data and results.
Optimization Request A request to optimize the schedule, created when a scheduled

optimization job runs or a user triggers an optimization action.
Scheduling Policy A set of work rules and service objectives that guides schedule
optimization.
Scheduling Policy Objective A service objective assigned to a specific scheduling policy.
Scheduling Policy Work Rule A work rule assigned to a specific scheduling policy.
Scheduling Recipe A collection of optimization settings that dictate how to address

a scheduling event such as an appointment cancellation.
Service Objective A scheduling goal in an optimization operation.
SLR Cache Cached data used in street-level routing.
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Field Service Appointment Bundle Aggregation Duration Downscale Fields
Object Name Definition

Territory Optimization Request A schedule optimization request for a specific service territory.
User Setting The user’s dispatcher console preferences, such as the last filters
used. Don’t customize.
User Setting Territory A user’s dispatcher console preferences for the most recently loaded
service territory.
User Territory A relationship between a user and the service territory that they
belong to.
Work Rule A rule that narrows the list of candidates for a service appointment.
Work Rule Entry Supplemental details for a work rule such as flexible break
parameters.
SEE ALSO:
Appointment Bundle Aggregation Duration Downscale Fields

Appointment Bundle Aggregation Duration Downscales have the following fields.
EDITIONS
Field Name Description Available in: both Salesforce
Bundle Aggregation Policy The ID of the parent appointment bundle Classic (not available in all
aggregation policy. orgs) and Lightning
Experience
From Bundle Member Number The number of the first bundle member to
which the downscale is applied.
features, managed
Max Reduction The maximum reduction that can be applied to package, and mobile app
a bundle member. are available in Enterprise,
Name The name of the appointment bundle Editions.
aggregation duration downscale policy.
Percentage of Reduction The percentage of duration reduction.
To Bundle Member Number The number of the last bundle member to which
the downscale is applied.
SEE ALSO:
482
Field Service Appointment Bundle Aggregation Policy Fields
Appointment Bundle Aggregation Policy Fields

Appointment Bundle Aggregation Policies have the following fields.
EDITIONS
Additional Source Field Name of an additional source field that is Classic (not available in all
connected to the initial source field in the orgs) and Lightning
Experience
bundle member from which the value is taken.
Possible values: All default and custom Service The Field Service core
Appointment fields. features, managed
Aggregate only when the bundle is created Indicates if you want to update the field in the are available in Enterprise,
bundle only when it’s created. Unlimited, and Developer
Aggregation Action The aggregation action to be performed. Editions.
Possible values: All default and custom Service
Appointment fields.
Aggregation Field Type The target field type in the bundle to which the
aggregation is directed.
Possible values are:
• Boolean
• Date
• Numeric
• Picklist
• Picklist-Multi
• Skills
• String
Aggregation Order The order the aggregation is triggered.
Allow the same value to appear more than once Indicates if you want to allow the same string
to appear more than once when using the 'Sum
based on Bundle Members' action type.
Bundle Policy ID of the parent bundle policy.
Bundle’s Target Field Name of the target field in the bundle where
the value is taken from the bundle member.
Possible values: All default and custom Service
Appointment fields.
Constant Date Value Represents how the date value will be

determined.
• End of Day
• Now
• Null
483
Field Service Appointment Bundle Config Fields
• Start of Day
Constant Value The constant value that is used in the aggregation.
Downscale Sorting Direction Applies only if the Set Downscaled Duration action is set. The
downscaling sorting direction of the bundle member service
appointments, according to their duration.
• Ascending
• Descending
Maximum Bundle Duration The maximum bundle duration that can be accumulated from the
bundle members (after downscaling).
Name The name of the appointment bundle aggregation policy.
Recordset Filter Criteria The active recordset filter criteria used for aggregating the bundle
members.
Source Field Name of the source field in the bundle member from which the
value is taken. Possible values: All default and custom Service
Appointment fields.
SEE ALSO:
Appointment Bundle Config Fields

Appointment Bundle Configs have the following fields.
EDITIONS
Add to Bundle Statuses The statuses of service appointment that are Classic (not available in all
allowed to be bundled. Possible values: All orgs) and Lightning
Experience
service appointment statuses. The default value
is None. The Field Service core
features, managed
Add travel time to bundle duration If the bundle members aren’t in the same
location, add travel time between them to the are available in Enterprise,
bundle’s duration according to their sort order. Unlimited, and Developer
The default value is false. Editions.
Bundle Member Statuses not to be Propagated The bundle member statuses that aren’t
overridden when the bundle’s status is updated.
Possible values: All service appointment statuses.
The default value is None.
484
Field Service Appointment Bundle Policy Fields

Bundle Statuses to Propagate The bundle statuses that when updated are inherited by the bundle
members. Possible values: All service appointment statuses. The
default value is None.
Criteria for Automatic Unbundling The recordset filter criteria that causes a bundle service
appointment to be unbundled.
Name The name of the Appointment Bundle Config.
Owner ID of the owner of this object.
Remove from Bundle Statuses The statuses of service appointments that are allowed to be
removed from a bundle. Possible values: All service appointment
statuses. The default value is None.
Status on Removal from Bundle The status that a service appointment is given when it’s removed
from a bundle. Possible values: All service appointment statuses.
The default value is None.
Statuses not to Update on Unbundling The statuses that aren’t updated when a bundle is unbundled.
Possible values: All service appointment statuses. The default value
is None.
SEE ALSO:
Appointment Bundle Policy Fields

Appointment Bundle Policies have the following fields.
EDITIONS
Allow Scheduling Dependencies in Bundle This field is reserved for future use. Classic (not available in all
orgs) and Lightning
Automatic Bundling Indicates if the policy is relevant for automatic Experience
bundling.
Bundle End Time Field Name If IsTimeCalcByBundleDurationField is true, this features, managed
field represents the name of the field used for package, and mobile app
entering the end time of the bundle. are available in Enterprise,
Bundle Start Time Field Name If IsTimeCalcByBundleDurationField is true, this Editions.
field represents the name of the field used for
entering the start time of the bundle.
Constant Time Value If IsTimeCalcByBundleDurationField is true, this

field represents the total time of the bundle as
a preset constant value.
485
Field Service Appointment Bundle Policy Service Territory Fields

Filter Criteria The active recordset filter criteria used for the bundle members.
Only service appointments that meet the criteria can be bundled.
Limit Amount of Bundle Members The maximum number of bundle members that can be included
in a bundle.
Limit Duration of Bundle The maximum duration of a bundle.
Manual Bundling Indicates if the policy is relevant for manual bundling. The default
value is ‘false’.
Name Name of the bundle policy.
Owner ID of the owner of this object.
Priority The priority level that this bundle policy should be given when the
bundle policies are analyzed using the automatic mode.
Time Calculation by Bundle Duration Field Indicates if the bundle’s duration is validated. If true, the bundle’s
start time is subtracted from the bundle’s end time. If the result is
a negative value, it uses the entered ConstantTimeValue as the
bundle duration. The default value is ‘false’.
SEE ALSO:
Appointment Bundle Policy Service Territory Fields

Appointment Bundle Policy Service Territories have the following fields.
EDITIONS
Bundle Policy The ID of the parent bundle policy. Classic (not available in all
orgs) and Lightning
Name The name of the appointment bundle service Experience
territory.
Service Territory The ID of the service territory. features, managed
SEE ALSO: Unlimited, and Developer
Editions.
486
Field Service Appointment Bundle Propagation Policy Fields
Appointment Bundle Propagation Policy Fields

Appointment Bundle Propagation Policies have the following fields.
EDITIONS
Add Constant Value Indicates if you want to enable adding a Classic (not available in all
constant value to the bundle members. orgs) and Lightning
Experience
Additional Constant Value The additional constant value that is connected
to the initial constant value to be added to the
features, managed
bundle members.
Bundle Field Name Name of the source field in the bundle from are available in Enterprise,
which the value is taken. Unlimited, and Developer
Editions.
Bundle Member Field Name Name of the target field in the bundle member
where the value is inherited from the bundle.
Constant Date Value Represents how the date value is determined.
Constant Value The constant value to be added to the bundle

members.
• End of Day
• Now
• Null
• Start of Day
Name The name of the appointment bundle

propagation policy.
Update on Add Indicates if you want to enable updating the

fields of the bundle members when they are
added to the bundle.
Update on Remove Indicates if you want to enable updating the

fields of the bundle members when they are
removed from the bundle.
Update on Unbundle Indicates if you want to enable updating the

fields of the bundle members when performing
the Unbundle action.
SEE ALSO:
Create an Appointment Bundle Propagation Policy
487
Field Service Appointment Bundle Restriction Policy Fields
Appointment Bundle Restriction Policy Fields

Appointment Bundle Restriction Policies have the following fields.
EDITIONS
Allow Empty Allows a bundle member service appointment Classic (not available in all
with an empty Restriction Field Name to be orgs) and Lightning
Experience
bundled.
features, managed
Name The name of the appointment bundle restriction package, and mobile app
policy. are available in Enterprise,
Restrict by Date Only Indicates if you want the bundle to be restricted Editions.
according to the calendar date only, ignoring
the time of day.
Restrict in Automatic Mode Indicates if you want to apply this restriction

when using the automatic mode.
Restrict in Manual Mode Indicates if you want to apply this restriction

when using the manual mode.
Restriction Field Name Name of the field in the service appointment

used for applying the restriction. Possible values:
All default and custom Service Appointment
fields.
SEE ALSO:
Appointment Bundle Sort Policy Fields

Appointment Bundle Sort Policies have the following fields.
EDITIONS
Bundle Policy The ID of the parent bundle policy. Classic (not available in all
orgs) and Lightning
Name Name of the appointment bundle sort policy. Experience
Sort Direction The order of the appointments in a bundle. The Field Service core
features, managed
• Ascending are available in Enterprise,
• Descending Unlimited, and Developer
Editions.
Sort Field Name Name of the field in the service appointment
used for sorting the bundle members. Possible
488
Field Service Asset Downtime Period Fields

values: All default and custom Service Appointment fields.
Sort Order The order of fields used for sorting the bundle members.
Sort Type The applied sort type for arranging the bundle. Sort for Automatic
Bundling defines the order that automated bundling uses to
examine the candidate service appointments to be bundled. Sort
Within a Bundle defines the order of bundle members. It’s also
used when you unbundle to define the order that the service
appointments are scheduled on the Gantt.
SEE ALSO:
Asset Downtime Period Fields

Asset Downtime Periods have the following fields. Some fields may not be visible or editable
EDITIONS
Field Name Description Classic (not available in all
Asset Downtime Period Number The unique number of this asset downtime orgs) and Lightning
Experience
period record.
Asset The asset this asset downtime period applies to.
features, managed
Description The description of this asset downtime period. package, and mobile app
Downtime Type The type of this asset downtime period. Possible Unlimited, and Developer
values are: Editions.
• Planned
• Unplanned
End Date The date when this asset downtime period

ended.
Outside Uptime Calculation Period Whether this asset downtime period is excluded
from the calculation of accumulated downtime
and accumulated unplanned downtime, and
therefore not included in availability and
reliability calculations.
Start Date The date when this asset downtime period

started.
489
Field Service Expense Fields for Field Service
Expense Fields for Field Service

Expenses let your service resources track costs and associate them to work orders.
EDITIONS
Account ID The ID of the account associated with the work Classic (not available in all
order. orgs) and Lightning
Experience
Amount The amount of the expense.
Created By (Read Only) User who created the expense. features, managed
Created Date (Read Only) Date the expense was created. are available in Enterprise,
Expense End Date If the expense was incurred over multiple days, Unlimited, and Developer
Editions.
the Expense End Date is the last day that the
expense covers.
Expense Number An autogenerated number that uniquely

identifies the expense.
Expense Start Date If the expense was incurred over multiple days,
the Expense Start Date is the first day that the
expense covers.
Expense Type The type of expense. The default choices are

Billable and Non-billable.
Last Modified By (Read Only) User who last modified the expense.
Last Modified Date (Read Only) Date the expense was last modified.
Owner Name Expense owner.
Transaction Date The day that the expense was incurred, or the
payment date for the expense.
Work Order ID The associated work order.
490
Field Service Job Profile Fields for Field Service
Job Profile Fields for Field Service

Job profiles have the following fields. Some fields may not be visible or editable depending on your
EDITIONS
Created By (Read Only) User who created the job profile. orgs) and Lightning
Experience
Created Date (Read Only) Date the job profile was created.
Description The description of the job profile. features, managed
Job Profile Name The associated job profile. are available in Enterprise,
Last Modified By (Read Only) User who last modified the job profile. Unlimited, and Developer
Editions.
Last Modified Date (Read Only) Date the job profile was last modified.
Owner Name The name of user or group that owns the job profile.

A linked article is a Knowledge article that is attached to a work order, work order line item, or work
EDITIONS
type. Linked articles have the following fields. Some fields may not be visible or editable depending
on your page layout and field-level security settings. Available in: both Salesforce
Field Description orgs) and Lightning
Experience
Article ID The ID of the linked article record, which is
created when an article is attached to a record. The Field Service core
features, managed
Article Title The title of the attached article.
Article Version The version of the article that is attached to the are available in Enterprise,
record. This field displays the title of the attached Unlimited, and Developer
version, and links to the version. It is a required Editions.
field on linked articles attached to work orders
and work order line items.
When you attach an article to a record, that
version of the article stays associated with the
record even if later versions are published. If
needed, you can detach and reattach an article
to a record to link the latest version.
For example, if an article was entitled “How to
Replace a Filter” when it was attached to a work
order, this field displays that title and links to the
attached version.
Knowledge Article ID Required. The ID of the article that is attached

to the record.
491
Field Service Location Fields for Field Service
Field Description
Last Viewed The date the article was last viewed.
Linked Object Type Read only. The type of record that the article is attached to. For
example, if the article is attached to a work order, this field displays
“Work Order.”
Linked Record ID Required. The ID of the record that the article is attached to. For
example, if the article is attached to a work order, this field displays
the ID of the work order.
Record Type ID The record type of the linked article. This field is populated only if
record types are used.
SEE ALSO:

Locations, addresses, and associated locations have the following fields. Some fields may not be
EDITIONS
visible or editable depending on your page layout and field-level security settings.
Location
orgs) and Lightning
Locations in field service can be associated with products items to track inventory stored at the Experience
location. They have the following fields.
features, managed
Close Date Date the location closed or went out of service. are available in Enterprise,
Construction End Date Date construction ended at the location. Editions.
Construction Start Date Date construction began at the location.
Description A brief description of the location.
Driving Directions Directions to the location.
Inventory Location Indicates whether the location stores parts.

This field must be selected if you want to
associate the location with product items.
Location The geographic location.
Location Level The location’s position in a location hierarchy.

If the location has no parent or child locations,
its level is 1. Locations that belong to a hierarchy
have a level of 1 for the root location, 2 for the
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child locations of the root location, 3 for their children, and so forth.
Location Name Location name. For example, Service Van #4.
Location Type Picklist of location types, which can be customized. By default, no

value is selected. The available values are:
• Warehouse
• Site
• Van
• Plant
Mobile Location Indicates whether the location moves. For example, a truck or tool
box.
Open Date Date the location opened or came into service.
Owner Name The location’s owner or driver.
Parent Location The location’s parent location. For example, if vans are stored at a
warehouse when not in service, the warehouse is the parent
location.
Possession Date The date the location was purchased.
Remodel End Date Date remodel construction ended at the location.
Remodel Start Date Date remodel construction ended at the location.
Root Location (Read Only) The top-level location in the location’s hierarchy.
Time Zone Picklist of available time zones.
Vistor Address Lookup to an account’s or client’s address.
Address
Addresses are mailing, billing, or home addresses, typically associated with a location. They have the following fields.

Address Name for the address.
Address Type Picklist of address types. The values are:

• Mailing
• Shipping
• Billing
• Home
Description A brief description of the address.
Driving Directions Directions to the address.
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Location Type The type of location associated with the address. The values are:
• Warehouse (default)
• Site
• Van
• Plant
Parent A lookup field to the parent location .
Time Zone Picklist of available time zones.
Associated Location
Associated locations represent a relationship between an account and a location. Multiple accounts can be associated with a location;
for example, a shopping mall location might be related to several accounts. They have the following fields.

Account Name The account associated with the location.
Active From Date and time the location starts being associated with the account.
Active To Date and time when the location is no longer associated with the
account.
Associated Location Name (Read Only) Auto-generated number for the association.
Location Name A lookup field to the associated location.
Type Picklist of address types. The values are:

• Bill To
• Ship To
SEE ALSO:
494
Field Service Maintenance Plan Fields

Maintenance plans, maintenance assets, and maintenance work rules have the following fields.
EDITIONS
Sometimes you can't see or edit certain fields because of your page layout and field-level security
settings. Available in: both Salesforce
orgs) and Lightning
Maintenance Plan Experience
Maintenance plans let you define how often maintenance visits occur and mass-generate work
orders for future visits. Maintenance plans can be associated with accounts, work types, assets
features, managed
(creating records known as maintenance assets), locations, and service contracts.
Note: The Frequency and Frequency Type fields began their phased retirement in Summer are available in Enterprise,
‘22. To prepare for this retirement and take advantage of updated features, migrate your Unlimited, and Developer
frequency and frequency type data to maintenance work rules. The retired frequency fields Editions.
impact work order generation. Complete the migration before Jan ‘24.

Account The associated account, which typically represents the customer
receiving the maintenance service.
Auto-generate work orders Turns on auto-generation of work order batches for a maintenance
plan and prohibits the manual generation of work orders via the
Generate Work Orders action. If this option is selected, a new batch
of work orders is generated for the maintenance plan on the next
suggested maintenance date* listed on each maintenance asset,
or on the maintenance plan if no assets are included. If a Generation
Horizon is specified, the date of generation is that many days earlier.
Contact The associated contact.
Date of the first work order in the next batch The suggested date of service for the first work order, not the date
the work order is created. This date corresponds to the work order’s
Suggested Maintenance Date. You can use this field to enforce a
delay before the first maintenance visit, for example, where you
want monthly maintenance to begin one year after the purchase
date.
For example, if you want the first maintenance visit to take place
on May 1, enter May 1. When you generate work orders, the earliest
work order lists a Suggested Maintenance Date of May 1. And the
dates on the later work orders are based on the Generation
Timeframe and Frequency settings.
Important: Maintenance assets also list a date of the first

work order in the next batch, which is initially inherited from
the maintenance plan. If the plan has maintenance assets,
this date auto-updates on the maintenance assets after
each batch is generated. However, it doesn’t update on the
maintenance plan itself because batch timing is calculated
at the maintenance asset level. If the plan doesn’t have
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maintenance assets, this date auto-updates on the

maintenance plan after each batch is generated.
Description A brief description of the plan.
End Date The last day the maintenance plan is valid.
Frequency (Optional) Amount of time between the plan’s work orders. The
unit is specified in the Frequency Type field.
Frequency Type (Optional) The unit of frequency:

• Days
• Weeks
• Months
• Years
For example, to perform monthly maintenance visits you need a
work order for each visit, so enter 1 in Frequency and select Months.
Generate new batch upon completion If this option is selected, a new batch of work orders isn’t generated
until the last work order generated from the maintenance plan is
completed. A work order is considered completed when its status
falls into one of the following status categories: Cannot Complete,
Canceled, Completed, or Closed.
If a maintenance plan covers multiple assets, work orders are
generated per asset. If a maintenance asset’s final work order is
completed late, its work order generation is delayed, which causes
a staggered generation schedule between maintenance assets.
Note: This feature is available only when maintenance

work rules aren’t used for automatic work order generation.
Generation Horizon (Days) The next batch of work orders is generated this number of days
before the maintenance plan’s Date of the first work order in the
next batch. A generation horizon of 5 means that the new batch
of work orders is generated 5 days before the maintenance asset’s
or maintenance plan’s next suggested maintenance date*. If there
are no assets, the new batch is generated on the next suggested
maintenance date*. The generation horizon must be a whole
number.
Note: This feature is available only when maintenance

work rules aren’t used for automatic work order generation.
Generation Timeframe (Required) How far in advance work orders are generated in each
batch. The unit is specified in the Generation Timeframe Type field.
Generation Timeframe Type (Required) The generation timeframe unit:

• Days
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• Weeks
• Months
• Years
For example, to generate 3 months’ worth of work orders at a time,
enter 3 in Generation Timeframe and select Months.
Location Where the service takes place.
Maintenance Plan Number (Read Only) An auto-assigned number that identifies the
maintenance plan.
Maintenance Plan Title A name for the maintenance plan.
Maintenance Window End (Days) Days after the suggested service date on the work order that its
service appointment can be scheduled.
Maintenance Window Start (Days) Days before the suggested service date on the work order that its
service appointment can be scheduled.
The maintenance window start and end fields affect the Earliest
Start Permitted and Due Date fields on the maintenance plan’s
work orders’ service appointments. For example, if you enter 3 for
both the maintenance window start and end, the Earliest Start
Permitted and the Due Date is 3 days before and 3 days after the
Suggested Maintenance Date on each work order. If the
maintenance window fields are left blank, the service appointment
date fields list their work order’s suggested maintenance date.
Owner Maintenance plan owner.
Service Appointment Generation Method How service appointments are generated when more than one
asset is associated with the maintenance plan and work order
generation method is One work order line item per asset.
Choices are one service appointment for the parent work order or
one service appointment for each work order line item.
Service Contract The service contract associated with the maintenance plan. If any
child maintenance asset is associated with a contract line item
from the service contract, the service contract can’t be updated.
Start Date The first day the maintenance plan is valid.
Work Order Generation Method How work orders are generated when more than one asset is
associated with the maintenance plan. Choices are one work order
for each asset or one parent work order and work order line items
for each asset.
Work Order Generation Status (Read Only) Indicates whether work order generation is:
• needs review
• no work order generated
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• completed
• unsuccessful
You can generate only one batch at a time.
Work Type The associated work type. Work orders generated from the
maintenance plan inherit its work type’s duration, required skills
and products, and linked articles. Maintenance assets covered by
the plan use the same work type, though you can update them to
use a different one.
Maintenance Asset
A maintenance asset is a part or product covered by the maintenance plan. The Assets related list on the maintenance plan lists all
covered assets. An asset can be covered by multiple maintenance plans.

Asset Asset associated with the maintenance plan.
Contract Line Item Contract line item associated with the maintenance asset. This field
can only list a contract line item that is associated with the asset,
and whose parent service contract is associated with the parent
maintenance plan.
Suggested Maintenance Date. If left blank when the maintenance
asset is created, this field inherits its initial value from the related
maintenance plan. It auto-updates after each batch is generated.
Maintenance Asset Number (Read Only) An auto-assigned number that identifies the
maintenance asset.
Maintenance Plan Maintenance plan associated with the maintenance asset.
Work Type Work type associated with the maintenance asset. Work orders
generated from the maintenance plan inherit its work type’s
duration, required skills and products, and linked articles.
Maintenance assets covered by the plan use the same work type,
though you can update them to use a different one.
Maintenance Work Rule

A maintenance work rule is associated with a maintenance plan or maintenance asset and defines the frequency at which a maintenance
task is performed on the asset. An asset can have multiple maintenance work rules.
Note: If you encounter problems with text wrapping in Recurrence Pattern, update your Density Setting from Compact view to
Comfy view. Tell me more.
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Suggested Maintenance Date. If left blank when the maintenance
rule is created, this field inherits its initial value from the related
maintenance asset. It auto-updates after each batch is generated.
Maintenance Asset The asset associated with the maintenance plan.
Maintenance Work Rule Name (Read Only) A name assigned to this maintenance work rule in the
format MWR-nnnn.
Maintenance Plan Maintenance plan associated with the maintenance asset.
Maintenance Work Rule Title The title of this work order rule.
Maintenance Work Rule Type The type of maintenance work rule:

• Calendar-based (default): uses a recurrence pattern
• Criteria-based: uses a recordset filter criteria that defines
conditions
Generate on a Floating Schedule Generates work orders based on a floating, not fixed, cadence.
Note: To display this field, from Setup enter Field Service

Settings and select Update the work order generation
based on the completion date of the previous work
order.
Owner The maintenance work rule owner.
Parent Maintenance Plan Record The maintenance plan this work rule applies to.
Parent Maintenance Record The maintenance asset this work rule applies to.
Recordset Filter Criteria Name The recordset filter criteria associated with this maintenance work
rule.
Recurrence Pattern For calendar-based rules, how frequently the event occurs during
the selected time period.
Sort Order The sort order that applies to this work order rule.
Work Type Work type associated with the maintenance work rule. Work orders
generated from the maintenance work rule inherit its work type’s
duration, required skills and products, and linked articles.
499
Field Service Operating Hours Fields for Field Service
* The field label for the next suggested maintenance date on maintenance plans and maintenance assets is Date of the first work order
in the next batch.
SEE ALSO:

Operating hours and time slots have the following fields. Some fields may not be visible or editable
EDITIONS
Operating Hours
orgs) and Lightning
Operating hours can be assigned to service territories, service territory members, and accounts to Experience
indicate when they are available for field service work. Create operating hours via the Operating
Hours tab.
features, managed
Field Name Description are available in Enterprise,
Description The description of the operating hours. Add any Unlimited, and Developer
details that aren’t included in the name. Editions.
Name The name of the operating hours. For example:

Summer Hours, Winter Hours, or Peak Season
Hours.
Time Zone The time zone that the operating hours fall
within.
Time Slot
Time slots represent a time period within a day when field service work can be completed. After you create operating hours, create time
slots for each day via the Time Slots related list.

Day of Week The day of the week when the time slot takes place.
End Time The time when the time slot ends.
Name The name of the time slot. The name is auto-populated to a day
and time format—for example, Monday 9:00 AM - 10:00 PM—but
you can manually update it if you wish.
Operating Hours The operating hours that the time slot belongs to. An operating
hours’ time slots appear in the Operating Hours related list.
Start Time The time when the time slot starts.
500
Field Service Product Request and Transfer Fields

Type The type of time slot. Possible values are Normal and Extended.
You may choose to use Extended to represent overtime shifts.
SEE ALSO:

Product requests, product request line items, product transfers, and shipments have these fields.
EDITIONS
Some fields aren’t visible or editable depending on your page layout and field-level security settings.
Product Request
orgs) and Lightning
Product requests represent a part or parts ordered. They have the following fields. Experience

features, managed
Account The account associated with the product package, and mobile app
request. are available in Enterprise,
Case The case associated with the product request. Editions.
Currency ISO Code Three-letter currency code. Available only if the
multicurrency feature is enabled.
Description Notes or context about the request.
Destination Location Where the product is delivered.
Need By Date Date the product must be delivered by.
Owner The owner of the product request.
Product Request Number (Read Only) An auto-generated number that

identifies the product request.
Shipment Type The type of shipment. The picklist includes the

following values, which can be customized:
• Rush
• Overnight
• Next Business Day
• Pick Up
Ship To Address The physical address where the product is

delivered. For example, the mailing address of
the warehouse that is requesting the product.
Source Location Where the product is at the time of the request.
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Status The status of the shipment. The picklist includes the following
values, which can be customized:
• Draft: Finalizing the product request details.
• Submitted: The product request is ready for processing.
• Received: The department in charge of fulfilling the request is
working on it.
Work Order The work order associated with the product request.
Work Order Line Item The work order line item associated with the product request.
Product Request Line Item

Product request line items are subdivisions of a product request. Each line item is associated with a specific product being requested.
They have the following fields.

Account The account associated with the product request line item.
Case The case associated with the product request line item.
Description Notes and context about the request.
Destination Location Where the product is delivered.
Need By Date Date the product must be delivered by.
Parent The product request that the line item belongs to.
Product The product being requested.
Product Request Line Item Number (Read Only) An auto-assigned number that identifies the product
request line item.
Quantity Requested The amount requested.
Quantity Unit Of Measure Units of the requested product; for example, kilograms or liters.
Quantity Unit of Measure picklist values are inherited from the
Shipment Type The type of shipment. The picklist includes the following values,
which can be customized:
• Rush
• Overnight
• Pick Up
Ship To Address The physical address where the product is delivered.
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Source Location Where the product is at time of the request.
• Draft
• Submitted
• Received
Work Order The work order associated with the product request line item.
Work Order Line Item The work order line item associated with the product request line
item.
Product Transfer
Product transfers track the transfer of product items between inventory locations. They have the following fields.

Description Notes or context about the transfer.
Destination Location The location where the product is to be delivered.
Expected Pickup Date Date the product is expected to be picked up.
Owner Owner of the product transfer.
Product Name The product associated with the product transfer. If the product is
being transferred from outside your inventory—for example, if it’s
being ordered from a manufacturer—enter a product name.
Otherwise, we recommend entering a source product item.
Product Request The product request associated with the product transfer. Not all
transfers are created in response to a product request.
Product Request Line Item The product request line item associated with the product transfer.
Create a separate transfer for each line item on a product request.
Quantity Received Amount of product received at the destination location.
Quantity Sent Amount of product sent from the source location.
Quantity Unit Of Measure The units of the product; for example, kilograms or liters. Quantity
Unit of Measure picklist values are inherited from the Quantity Unit
Received Indicates that the product was received. To mark a product transfer
received, you need permission to update product items. After you
mark a product item received, you can’t undo it.
To find out what happens when a product transfer is marked
received, see Guidelines for Transferring Inventory.
503

Received By The contact who received the product at the destination location.
Return Order The return order associated with the product transfer.
Return Order Line Item The return order line item associated with the product transfer.
Sent Indicates whether the product transfer was sent.

This option is applicable only if the transfer record mode for the
serialized product is Send and Receive.
Shipment The shipment related to the product transfer.
Shipment Expected Delivery Date The expected date of delivery, inherited from the related shipment.
Shipment Status The shipment status, inherited from the related shipment. It
includes the following values, which can be customized:
• Shipped
• Delivered
Shipment Tracking Number The shipment tracking number, inherited from the related
shipment.
Shipment Tracking URL The shipment tracking URL, inherited from the related shipment.
Source Location The location where the product is coming from.
Source Product Item The product item representing the stock at the source location.
Enter a source product item if the product is being transferred from
a location within your inventory, such as a warehouse. Specifying
a source product item on a product transfer automatically updates
the quantity at the source location to reflect the transfer.
If the product is being transferred from outside your inventory—for
example, if it’s being ordered from a manufacturer—use the
Product Name field instead.
Status Status of the product transfer. It includes the following values,

• Ready for Pickup
• Completed
Product Transfer State

Product transfer state refers to an action taken to associate a serialized product to a product transfer and indicates the action done to
the serialized product. The new state is a result of the action. The product transfer state is created when serialized products are attached
to the product transfer. This object has these fields.

Action The action that must be performed on the inventory item.
504

Product Transfer The transfer for which this inventory transaction was requested.
Serialized Product The serialized product being transferred.
Transfer State The new status for the inventory item.
Shipment
A shipment tracks a product item while it is in transit. They have the following fields.

Actual Delivery Date Date the product was delivered.
Delivered To The person or entity the product was delivered too.
Description Notes or context about the shipment.
Destination Location The place the product is to be delivered.
Expected Delivered Date Date the product is expected to be delivered.
Owner Name Owner of the shipment.
Ship From Address The place the product is coming from.
Shipment Number (Read Only) An auto-assigned number that identifies the shipment.
Shipping Provider The company or person making the transfer.
Ship To Address The address the product is to be delivered.
Source Location The address the product is shipped from.
• Shipped—The product is in transit.
• Delivered—The product is at the destination location.
Tracking Number Tracking number for the shipment.
Tracking URL URL of website used for tracking the shipment.
SEE ALSO:
Return Order Fields
505
Field Service Product Item and Inventory Fields

Product items, product item transactions, products required, and products consumed have the
EDITIONS
following fields. Sometimes you can't see or edit certain fields because of your page layout and
field-level security settings. Available in: both Salesforce
orgs) and Lightning
Product Item Experience
Product items track the quantity of a particular product at a location. They have the following fields.
features, managed
Location Location associated with the product item. This are available in Enterprise,
location usually indicates where the product Unlimited, and Developer
item is stored. Editions.
Owner The product item’s owner.
Product Item Number (Read Only) Auto-generated number identifying

the product item.
Product Name Product associated with the product item.
Quantity On Hand The quantity at the location. If you want to add

a serial number, this value must be 1.
Quantity Unit of Measure Units of the product item; for example, kilograms
or liters. Quantity Unit of Measure picklist values
are inherited from the Quantity Unit of Measure
field on products.
Serial Number A unique number for identification purposes. If

you want to enter a serial number, the Quantity
on Hand must be 1.
Tip: To learn more about the pros and

cons of assigning serial numbers to
product items, see Create Product Items
to Represent Inventory.
Product Item Transaction

Product item transactions describe actions performed on a product item. They’re auto-generated records that help you track when a
product item is replenished, consumed, or adjusted. They have the following fields.

Description A description of the transaction. The description is blank when the
transaction record is created, but can be updated.
Product Item The associated product item.
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Product Item Transaction Number (Read Only) Auto-generated number identifying the product item
transaction.
Quantity The quantity of the product item involved in the transaction. If

inventory was consumed, the quantity is negative.
Related Record (Read Only) The product consumed or product transfer related to
the action. If the action wasn’t related to consumption or transfer,
the related record is blank.
Transaction Type The action that the transaction tracks.

• Replenished: When a part is stocked at a location. A
Replenished transaction is created when a product item is
created.
• Consumed: When parts are consumed to complete a work
order. A Consumed transaction is created when a record is
added to the Products Consumed related list on a work order
• Adjusted: When there’s a discrepancy or a change in
consumption. An Adjusted transaction is created when a
product item’s Quantity on Hand is edited, a product consumed
is updated or delete, or a product transfer is deleted.
• Transferred: When parts are transferred between locations.
Product Required
Products required are products that are needed to complete a work order or work order line item. You can add products required to
work orders, work order line items, and work types. They have the following fields.

Parent Record Associated work order or work order line item.
Parent Record Type Indicates whether the parent record is a work order or a work order
line item.
Product Required Name of the required product.
Product Required Number Auto-generated number identifying the product required.
Quantity Required Amount required of the product.
Quantity Unit of Measure Units of the required product; for example, kilograms or liters.
507
Product Consumed
Products consumed are items from your inventory that were used to complete a work order or work order line item. They have the
following fields.
Note: To create or delete products consumed, you need permission to create product items.

Consumed Indicates that a product consumed was processed if the product
it refers to has IsSerialized=true selected.
Description Notes and context about the product consumed.
Discount The discount provided.
List Price The list price of the product.
Price Book Entry Price book associated with the product consumed. If the work
order and the product item’s associated product are related to the
same price book, the Price Book Entry auto-populates based on
the product item.
Product Product associated with the product consumed.
Product Consumed Number (Read Only) Auto-generated number identifying the product
consumed.
Product Item Product item associated with the product consumed. Creating a
product consumed record subtracts the quantity consumed from
the linked product item’s quantity.
Quantity Consumed The quantity of products consumed.
Quantity Unit of Measure Units of the consumed item; for example, kilograms or liters.
Subtotal The product’s unit price multiplied by the quantity consumed.
Total Price The product’s unit price multiplied by the quantity consumed
minus the discount.
Unit Price The price per unit of the product consumed.
Work Order Work order associated with the product consumed.
Work Order Line Item Work order line item associated with the product consumed.
Product Consumed State

Product consumed state refers to the new state of the serialized product after it’s consumed. This object has these fields.

Consumed State The new state of the serialized product after it’s consumed.
508
Field Service Product Service Campaign Fields

Product Consumed The Product Consumed used to consume the serialized products.
Serialized Product The serialized product being consumed.
Product
Products are products that your company sells. They have these fields.

Serialized Indicates whether a product is serialized.
Transfer Record Mode If serialized, indicates when the serial number is recorded:
• SendAndReceive means the serial number is recorded when
sending or receiving.
• ReceiveOnly means the serial number is recorded when
receiving only.
SEE ALSO:
Return Order Fields
Product Service Campaign Fields

Product service campaigns and product service campaigns line items have the following fields.
EDITIONS
Sometimes you can't see or edit certain fields because of your page layout and field-level security
orgs) and Lightning
Product Service Campaign Experience
Product service campaign defines the activities to be performed on a product, such as a product
recall for safety issues or product defects.
features, managed
Description The description of the product service Unlimited, and Developer
campaign. Editions.
End date The date that the product service campaign

ends on.
Owner The owner of the product service campaign.
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Priority The priority of the product service campaign. Available values are:
• Critical
• High
• Medium
• Low
Product The product associated with this product service campaign.
Product service campaign name The name of the product service campaign.
Start date The date that the product service campaign starts on.
Status The status of the product service campaign. The picklist includes
the following values, which can be customized:
• New—Product service campaign created, but there’s no activity
yet.
• In Progress—Product service campaign began.
• On Hold—Work is paused.
• Completed—Work is complete.
• Cannot Complete—Work couldn’t be completed.
• Closed—All work and associated activity is complete.
• Canceled—Work is canceled, typically before any work began.
Status category The category that each status value falls into. The Status Category
field has eight default values: seven values that are identical to the
default Status values, and a None value for statuses without a status
category.
If you create custom Status values, you must indicate which
category it belongs to. For example, you create a Waiting for
Response value and decide that it belongs in the On Hold category.
To learn which processes reference Status Category, see How are
Status Categories Used?
Type The type of the product service campaign. The picklist includes
the following values, which can be customized:
• Modification—The asset requires an on-site alteration.
• Recall—The asset must be returned to the manufacturer for
modification or upgrade.
• Service—The asset requires service.
• Upgrade—The asset requires updating.
Work type The work type associated with the product service campaign order.
When a work type is selected, the product service campaign
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automatically inherits the work type’s Duration, Duration Type, and
required skills.
Product Service Campaign Item

Represents a product service campaign's asset.

Asset The asset associated with the product service campaign item.
Product The product associated with this product service campaign item.
Product service campaign The item’s parent product service campaign record.
Product service campaign item number The ID of the product service campaign item.
Status The status of the product service campaign. The default values are:
• New—Product service campaign created, but there’s no activity
yet.
• In Progress—Product service campaign began
Status category The category that each status value falls into. The Status Category
category.
category it belongs to. For example, you create a Waiting for
Response value and decide that it belongs in the On Hold category.
511
Field Service Return Order Fields
Return Order Fields

Return orders and return order line items have the following fields. Sometimes you can't see or edit
EDITIONS
Return Order
orgs) and Lightning
Return orders track the return or repair of products and inventory. Experience

features, managed
Account The account associated with the return order. package, and mobile app
Case The case associated with the return order. Unlimited, and Developer
Editions.
Contact The contact associated with the return order.
Description Notes or context about the return order.
Destination Location The location where the items are being returned
to. For example, if the return order tracks the
return of products from a mobile worker’s van
to a warehouse, the warehouse is the
destination location.
Expected Arrival Date The date when the items are expected to arrive
at the destination location.
Order The order associated with the return order.

When you associate a return order with an order,
you can associate the return order’s line items
with order products.
Owner The owner of the return order.
Product Request The product request associated with the return

order. When you associate a return order with
a product request, you can associate the return
order’s line items with the product request’s line
items.
A return order can be related to a product
request if the return order tracks the return of
unused products or products to be repaired or
replaced. For example, a mobile worker creates
a product request for three motors to prepare
for a field visit. If the worker finds that only two
motors are needed, they can create a return
order to return the third to the original location
and list the product request in this field.
Product Service Campaign The product service campaign associated with

the return order.
512

Return Order Number (Read only) Auto-generated number identifying the return order.
Returned By The user returning the items.
Ship From Address The return shipping address. This address tracks the location of the
items at the start of the return or repair. For example, if a customer
is returning an item, the Ship From address is the customer’s
address.
Shipment Type The type of shipment associated with the return order. Available
values are:
• Standard (default value)
• Rush
• Overnight
• Pickup
Source Location The items’ location at the start of the return or repair. For example,
if the return order tracks the return of products from a mobile
worker’s service vehicle to a warehouse, the service vehicle is the
source location.
Status The status of the return order. Available values are:

• Draft
• Submitted
• Approved
• Canceled
• Closed
Return Order Line Item

Asset The asset associated with the return order line item. One or more
of the following fields must be completed: Asset, Order Product,
Product, Product Item, and Product Request Line Item.
Description Notes or context about the return order line item.
Destination Location The location where the items are being returned to. For example,
worker’s van to a warehouse, the warehouse is the destination
location.
Order Product The order product associated with the return order line item. One
or more of the following fields must be completed: Asset, Order
Product, Product, Product Item, and Product Request Line Item.
513

Processing Plan Indicates the preferred fate of the items following their return.
Available values are:
• Repair—Repair the items and return them to the owner
• Discard—Discard the items
• Salvage—Salvage the items’ working components
• Restock—Return the items to your inventory
Product The product item representing the location of the product at the
start of the return. One or more of the following fields must be
completed: Asset, Order Product, Product, Product Item, and
Product Request Line Item.
Product Item The product item associated with the return order line item. One
or more of the following fields must be completed: Asset, Order
Product, Product, Product Item, and Product Request Line Item.
Product Request Line Item The product request line item associated with the return order line
item. One or more of the following fields must be completed: Asset,
Order Product, Product, Product Item, and Product Request Line
Item.
Product Service Campaign The product service campaign associated with the return order.
Product Service Campaign Item The product service campaign item associated with the return
order.
Quantity Returned The quantity of items being returned. If multiple types of products
are being returned, track each product in a different return order
line item.
Quantity Unit of Measure Units of the returned items, for example, kilograms or liters. Quantity
Unit of Measure picklist values are inherited from the Quantity Unit
Reason for Return The reason the items are being returned. Available values are:
• Damaged
• Defective
• Duplicate Order
• Wrong Item
• Wrong Quantity
• Not Satisfied
• Outdated
• Other
Repayment Method The method used to reimburse the customer or owner for the
items being returned. Available values are:
• Replace—The items are replaced
514
Field Service Recordset Filter Criteria Fields

• Refund—The items are returned and the owner is refunded
• Credit—The items are returned and the owner receives credit
for them
• Return—The items are returned to the owner, for example,
after repairs
Return Order The return order that the return order line item belongs to.
Return Order Line Item Number (Read only) Autogenerated number that identifies the return order
line item.
Source Location The items’ location at the start of the return or repair. For example,
worker’s service vehicle to a warehouse, the service vehicle is the
source location.
SEE ALSO:

Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may
EDITIONS
not be visible or editable depending on your page layout and field-level security settings.
orgs) and Lightning
Filter criteria store service appointment field criteria used for shift scheduling. Experience

features, managed
Active Marks the recordset filter criteria available for package, and mobile app
use with the source object. For example, active are available in Enterprise,
criteria can be used to filter shifts in scheduling Unlimited, and Developer
and optimization. Editions.
Description Notes or context about the recordset filter

criteria.
Filtered Object Defines which object contains the records to be

filtered. Possible values are:
• Asset
Owner Name The owner of the recordset filter criteria.
Recordset Filter Criteria Name The name of the recordset filter criteria.
515
Field Service Serialized Products and Serialized Products Transactions
Fields

Source Object (Read only) Defines which object contains the link to the filter
criteria. Possible values are:
• Shift
• Maintenance Work Rule
Recordset Filter Criteria Rules

Logical Operator Defines if the criteria is valid if all conditions are true or at least one
of the conditions is true
Add lead-time to usage-based work rules Allows you to create counter-based usage and duration-based
usage rule types.
Criteria Field The Service Appointment or Asset field used in the filter condition
rule.
Recordset Filter Criteria The ID of the linked recordset filter criteria.
Recordset Filter Criteria Rule Number (Read only) Auto-generated number that identifies the filter
condition rule.
Operator The criteria used to compare the Criteria Field to the Value field.
Value The value of the service appointment field to match on.
Usage Rate Stores the daily usage rate of the asset. The unit for the usage rate
must be per day.
Add Condition Adds another rule to the criteria.
Serialized Products and Serialized Products Transactions Fields

Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t
EDITIONS
see or edit certain fields because of your page layout and field-level security settings.
Serialized Products
orgs) and Lightning
Each serialized product has a serial number. They have these fields. Experience

features, managed
Asset The asset associated with the serialized product. package, and mobile app
Expiration Date The date the product expires. Unlimited, and Developer
Editions.
Name The name of the serialized product record
(auto-generated).
516
Field Service Service Appointment Fields for Field Service

Owner Name The person who owns the serialized product.
Product The product associated with the serialized product.
Product Item The product item associated with the serialized product.
Serial Number The serial number of the product.
Status The status of the serialized product.
Serialized Products Transactions

Serialized product transactions are auto-generated records that help you track the status change for a serialized product. They have
these fields.

Name The number automatically assigned to the serialized product.
Serialized Product The serialized product associated with the transactions.
Related Record The product transfer or product consumed associated with the
serialized product.
Transaction Type The action that the transaction tracks.

Service appointments have the following fields. Some fields may not be visible or editable depending
EDITIONS
Account (Read only) The account associated with the orgs) and Lightning
Experience
appointment. If the parent record is a work order
or work order line item, this field’s value is The Field Service core
inherited from the parent. Otherwise, it remains features, managed
blank. package, and mobile app
Actual Duration (Minutes) The number of minutes that it took the resource Unlimited, and Developer
to complete the appointment after arriving at Editions.
the address. When values are first added to the
Actual Start and Actual End fields, the Actual
Duration is automatically populated to list the
difference between the Actual Start and Actual
End. If the Actual Start and Actual End fields are
subsequently updated, the Actual Duration field
doesn’t reupdate, but you can manually update
it.
517

Actual End The actual date and time the appointment ended.
Actual Start The actual date and time the appointment started.
Address The address where the appointment is taking place. The address
is inherited from the parent record if the parent record is a work
order or work order line item.
Appointment Number An auto-assigned number that identifies the appointment.
Arrival Window End The end of the window of time in which the mobile worker is
scheduled to arrive at the site. This window is typically larger than
the Scheduled Start and End window to allow time for delays and
scheduling changes. You may choose to share the Arrival Window
Start and End with the customer, but keep the Scheduled Start
and End internal-only.
Arrival Window Start The beginning of the window of time in which the mobile worker
is scheduled to arrive at the site. This window is typically larger
than the Scheduled Start and End window to allow time for delays
and scheduling changes. You may choose to share the Arrival
Window Start and End with the customer, but keep the Scheduled
Start and End internal-only.
Bundle Indicates if this service appointment is a bundle service

appointment. The default value is false.
Bundle Member Indicates if this service appointment is a bundle member service

appointment. The default value is false.
Bundle Policy Reference to the bundle policy associated with this service
appointment.
Contact The contact associated with the appointment. If the parent record
is a work order or work order line item, this field’s value is inherited
from the parent.
Description The description of the appointment.
Due Date The date by which the appointment must be completed. Earliest
Start Permitted and Due Date typically reflect terms in the
customer’s service-level agreement.
Duration The estimated length of the appointment. If the parent record is

work order or work order line item, the appointment inherits its
parent’s duration, but it can be manually updated. The duration is
in minutes or hours based on the value selected in the Duration
Type field.
Duration Type The unit of the duration: Minutes or Hours.
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Earliest Start Permitted The date after which the appointment must be completed. Earliest
Start Permitted and Due Date typically reflect terms in the
customer’s service-level agreement.
Manually Bundled Indicates if this bundle was created manually. The default value is
false.
Offsite Appointment Indicates whether this appointment can be done remotely, with
no travel time added to the schedule. For example, work such as
remote technical assistance, filling out reports, or renewal of health
and safety certification can be done from anywhere.
Enhanced Scheduling and Optimization must be enabled. As of
Summer ’23, new orgs have this engine added by default. Existing
orgs must add the Offsite Appointment field to the page layout.
Parent Record The parent record associated with the appointment. The parent
record can’t be updated after the service appointment is created.
Parent Record Status Category (Read only) The Status Category of the parent record. If the parent
record is a work order or work order line item, this field is populated;
otherwise, it remains blank.
Parent Record Type (Read only) The type of parent record: Account, Asset, Lead,
Opportunity, Work Order, or Work Order Line Item.
Related Bundle The bundle that this service appointment is a member of.
Scheduled End The time at which the appointment is scheduled to end. If you’re
using the Field Service managed package with the scheduling
optimizer, this field is populated when the appointment is assigned
to a resource. Scheduled End – Scheduled Start = Estimated
Duration.
Scheduled Start The time at which the appointment is scheduled to start. If you’re
using the Field Service managed package with the scheduling
optimizer, this field is populated when the appointment is assigned
to a resource.
Service Note Add notes such as an appointment summary or recommendations

for future work. Depending on your settings, these notes might
appear on a customer-facing service report.
Service Territory The service territory associated with the appointment. If the parent
record is a work order or work order line item, the appointment
inherits its parent’s service territory.
Status The status of the appointment. The picklist includes the following
• None—Default value.
• Scheduled—The service appointment is scheduled.
• Dispatched—The service resource is in route.
519
Field Service Service Crew Fields

• In Progress—The service resource started the work.
• Cannot Complete—The service resource couldn’t complete
the appointment for any reason.
• Completed—The service resource completed the work.
• Canceled—The service appointment has been canceled.
Status Category The category that each Status value falls into. The Status Category
field’s values are identical to the standard Status values.
category it belongs to. For example, if you create a Customer
Absent value, you may decide that it belongs in the Cannot
Complete category.
Subject A short phrase describing the appointment.
Work Type (Read only) The work type associated with the service appointment.
The work type is inherited from the appointment’s parent record
if the parent is a work order or work order line item.
If Lightning Scheduler is also in use, this field is editable. However,
users see an error if they update it to list a different work type than
the parent record’s work type.
SEE ALSO:
Service Crew Fields

Service crews and service crew members have the following fields. Depending on your page layout
EDITIONS
and field-level security settings, you may not be able to view or update some of them.
Service Crew
orgs) and Lightning
Service crews are groups of users who can be assigned to a service appointment as a unit. Create Experience
service crews from the crew management tool or the Service Crews tab.
features, managed
Crew Size The ideal number of members on the crew. This are available in Enterprise,
field doesn’t update when you add or remove Unlimited, and Developer
members. The maximum crew size is 100. Editions.
You can add crew size requirements to work

types, work orders, and work order line items
520
Field Service Service Crew Fields

that are enforced during scheduling. To learn more, see
Considerations for Scheduling Service Crews.
Gantt Color Hex code of the crew’s background color on the Gantt. Crews
without a set Gantt color appear in purple. For example, set the
Gantt color to green (#008000) for all service crews that use a
company vehicle.
Name The name of the service crew. For example, Repair Crew.
Owner By default, the person who created the service crew.
Service Crew Member

Service crew members are service resources who belong to a service crew. Add members to a service crew from the crew management
tool or the Service Crew Members related list on the crew record.

End Date The last day that the service resource belongs to the crew. You can
use this field to track employment dates for contractors.
Gantt Label Custom label that appears beneath the member’s name on the
Gantt. For example, enter the person’s job title.
Leader Indicates that the member is the crew leader. Leaders can edit
assigned appointments and their parent records, while members
can only view them. Crew geolocation is based on the leader’s
location. Leaders appear in the crew management tool with a star
next to their name.
Name The name of the crew member. Depending on your preference,

you can enter the service resource’s name or their role in the crew.
Service Crew The crew that the service resource belongs to.
Service Resource The service resource that belongs to the crew.
Start Date Required. The day the service resource joins the crew.
SEE ALSO:
521
Field Service Service Report Fields

Service reports and digital signatures on service reports have the following fields. Some fields may
EDITIONS
not be visible or editable depending on your page layout and field-level security settings.
Service Report
orgs) and Lightning
Service reports display fields from related objects, including service appointments, work orders, Experience
and work order line items. In addition, the Service Report object comes with the following fields.
features, managed
Parent ID The ID of the record that the service report is are available in Enterprise,
summarizing. For example, if you click Create Unlimited, and Developer
Service Report on a service appointment, this Editions.
field lists the service appointment’s record ID.
Service Report Language The language used for the service report. The
language is selected in the Service Report
Language field on the associated work order. If
the work order doesn’t specify a service report
language, the report is translated in the default
language in Salesforce of the person generating
the report.
Service Report Name The name of the service report.
Service Report Template The template used to create the service report.
If the person creating the service report doesn’t
have Read access to objects or fields in the
service report template, those fields aren’t visible
in the report they create.
Signed Indicates that the service report contains one or

more signatures.
Tip: To quickly find signed reports, add

this field to the Service Reports related
list on work orders.
Digital Signature
Digital Signatures are signatures captured on service reports. For example, mobile workers can collect signatures from customers, other
workers, or anyone else involved in field service work.

Date Signed The date of the signing.
Parent Record The service appointment, work order, or work order line item that
the service report belongs to.
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Field Service Service Resource Fields for Field Service

Place Signed The place where the service report was signed.
Signature Image The image of the signature.
Signature Number An auto-generated number identifying the signature.
Signature Type The role of the person signing. It comes with one value, Default.
Service reports can have one signature per type, so your admin
needs to create additional signature types in Setup.
Create at least one value for every role that might need to sign a
service report. For example, Technician, Customer, Supervisor, or
Supplier. If you want some service reports to be signed by multiple
people in one role—for example, if all mobile workers present at
an appointment should sign—create numbered types: Technician
1, Technician 2, and so forth.
Signed By The name of the person signing.
SEE ALSO:
Create Field Service Customer Reports

Service resources, resource absences, resource capacity records, assigned resources, and resource
EDITIONS
preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your
page layout and field-level security settings. Available in: both Salesforce
orgs) and Lightning
Service Resource Experience
Service resources represent individual users or groups of users, known as service crews, who can
complete field service work.
features, managed
Active When selected, this option means that the Unlimited, and Developer
resource can be assigned to work orders. For Editions.
service tracking purposes, resources can’t be
deleted, so deactivating a resource is the best
way to send them into retirement.
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Capacity-Based Capacity-based resources are limited to a certain number of hours
or appointments in a specified time period.
The Capacities related list shows a resource’s capacity.
Description The description of the resource.
Include in Scheduling Optimization Use only if the Field Service managed package is installed. When
selected, this option checks whether the resource can be assigned
to service appointments during the optimization process. To be
included in optimization, resources need the Field Service
Scheduling permission set license. If this option is selected and the
resource doesn’t have the permission set license, the user creating
the service resource is prompted to assign it.
Location The location associated with the service resource. For example, a
service vehicle driven by the service resource.
Name The resource’s name. This name can be the name or title of the
associated user or crew.
Resource Type Indicates whether a resource is a technician (mobile worker),

dispatcher, or crew. Resources who are dispatchers can’t be
capacity-based or included in schedule optimization. Only users
with the Field Service Dispatcher permission-set license can be
dispatchers. You can’t add additional resource types.
Field Service users can see Asset as a picklist option in the Resource
Type field. But you can’t save the record when you select Asset if
you don’t have access to Lightning Scheduler. To schedule assets
with Salesforce Field Service, contact your account executive to
get the required license.
Service Crew The associated service crew. If the service resource represents a
crew, select the crew.
This field is hidden for all users by default. To use it, update its
field-level security settings in Setup and add it to your service
resource page layouts.
User The associated user. If the service resource represents a crew instead
of a single user, leave this field blank.
Resource Absence
Resource absences are periods of time when a service resource isn’t available to work.

Absence Number (Read only) An auto-generated number identifying the absence.
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Absence Type The type of absence: Meeting, Training, Medical, or Vacation. You
can add custom values if needed, but the name Break is reserved
for the managed package.
Address The address associated with the absence.
Description The description of the absence.
End Time The date and time when the absence ends.
Resource Name The absent service resource.
Start Time The date and time when the absence begins.
Resource Capacity
A service resource’s capacity indicates how much work the resource can perform in a specified time period.

End Date The date the capacity ends, such as the end date of a contract.
Name (Read only) An auto-generated number identifying the capacity

record.
Hours per Time Period The number of hours that the resource can work per time period.
You must fill out this field, the Work Items per Time Period field, or
both.
Service Resource The associated resource.
Start Date The date the capacity goes into effect.
Time Period Day, Week, or Month. For example, if a resource can work 80 hours
per month, select Month and enter 80 in Hours per Time Period.
Work Items per Time Period The total service appointments that the resource can complete
per time period. You must fill out this field, the Hours per Time
Period field, or both.
Assigned Resource
Assigned resources are service resources who are assigned to a service appointment. They appear in the Assigned Resources related list
on service appointments. Assign a service appointment to a service crew by creating an assigned resource record that is linked to the
service resource record representing the crew.

Actual Travel Time (Minutes) The actual travel time in minutes to the work site.
Assigned Resource Number An auto-generated number identifying the assigned resource.
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Estimated Travel Time (Minutes) The estimated travel time in minutes to the work site.
If the resource represents a crew, you can’t track individual crew
members’ travel time unless you create an assigned resource record
for each crew member.
Service Appointment The related service appointment.
Service Crew The service crew assigned to the appointment. Typically,

appointments are assigned to crews by creating an assigned
resource record that links to the service crew record. If you’re using
that approach, you can leave the Service Crew field blank.
If you want to assign an appointment to crew members individually
so you can track each member’s travel time, create an assigned
resource record for each crew member that has both the User and
Service Crew fields completed.
This field is hidden for all users by default. To use it, update its
field-level security settings in Setup and add it to your assigned
resource page layouts.
Service Resource The service resource assigned to the appointment.
Resource Preference
Resource preferences determine which service resources are assigned to field service work. You can designate certain service resources
as preferred, required, or excluded on specific accounts or work orders. Work orders inherit their associated account’s resource preferences.

Preference Type • Preferred: Indicates that the customer wants their field service
work assigned to the resource
• Required: Indicates that the resource must be assigned to the
customer’s field service work
• Excluded: Indicates that the customer doesn’t want their field
service work assigned to the resource
Resource preferences are suggestions, not requirements. You can
assign a service appointment to any resource regardless of the
related work order’s resource preferences.
Related Record The work order or account with the resource preference.
Resource Preference Number An auto-generated number identifying the resource preference.
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Field Service Service Territory Fields for Field Service

Service Resource The service resource that is preferred, required, or excluded.
SEE ALSO:

Service territories, service territory members, and service territory locations have the following fields.
EDITIONS
Some fields may not be visible or editable depending on your page layout and field-level security
orgs) and Lightning
Service Territory Experience
Service territories represent regions in which field service work can be performed.
features, managed
Active Indicates whether the service territory is meant are available in Enterprise,
to be used. If a territory is inactive, you can’t add Unlimited, and Developer
members to it or link it to work orders, work Editions.
order line items, or service appointments.
Address An address to associate with the territory. You

may want to list the address of the territory’s
headquarters. A service territory’s primary
members use its address as their home base
unless a different address is specified on the
member record. If the Field Service managed
package is installed, the home base is used to
calculate travel for the first and last leg of the
day.
Note: When defining an address, make

sure it's geocoded. You may need to
enter a street address.
Description The description of the territory.
Name The name of the territory.
Operating Hours The territory’s operating hours, which indicate

when service appointments within the territory
should occur. Service resources who are
members of a territory automatically inherit the
territory’s operating hours unless different hours
are specified on the service territory member
record.
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Field Service Service Territory Fields for Field Service

Parent Territory The territory’s parent service territory, if it has one. For example, a
Northern California territory can have a State of California territory
as its parent.
Top-Level Territory (Read only) The top-level territory in a hierarchy of service territories.
Depending on where a territory lies in the hierarchy, its top-level
territory might be the same as its parent.
Typical In-Territory Travel Time Estimated number of minutes needed to travel from one location
to another within the service territory. You can use this field in Apex
customization.
Service Territory Member

Service territory members are service resources who are available to work in the service territory.

Address The member’s address. You may want to list the related service
resource’s address in this field.
End Date The date when the service resource is no longer a member of the
territory. If the resource will be working in the territory for the
foreseeable future, leave this field blank. This field is mainly useful
for indicating when a temporary relocation ends.
Member Number (Read only) An auto-generated number identifying the service

territory member.
Operating Hours The member’s operating hours, which are inherited from the service
territory.
Service Resource The service resource assigned to the service territory.
Service Territory The service territory that the service resource is assigned to.
Start Date The date when the service resource becomes a member of the
service territory.
Territory Type • Primary: Where the resource works most often—for example,
near their home base. Service resources can have only one
primary territory.
• Secondary: Where the resource can be assigned to
appointments if needed. Service resources can have multiple
secondary territories with overlapping dates.
• Relocation: Representing a temporary move. Resources with
relocation territories are always assigned to appointments
within their relocation territories during the specified relocation
dates. If they don’t have a relocation territory, the primary
territories are favored over the secondary.
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Field Service Shift Fields for Field Service

For example, a service resource can have the following territories:
• Primary territory: West Chicago
• Secondary territories:
– East Chicago
– South Chicago
• Relocation territory: Manhattan, for a three-month period
Service Territory Location

Service territory locations represent locations that belong to a service territory, such as a warehouse located inside a territory.

Location The related location.
Service Territory The related service territory.
Service Territory Location Number An auto-generated number identifying the territory location.
SEE ALSO:
Create Service Territories for Field Service
Shift Fields for Field Service

Shifts have the following fields. Some fields may not be visible or editable depending on your page
EDITIONS
Shifts can be used to schedule and dispatch service resources. Available in: both Salesforce
Field Name Description orgs) and Lightning
Experience
Background Color Color code shifts by adding a background color
in hexadecimal format. The Field Service core
features, managed
Created By (Read Only) User who created the time sheet. package, and mobile app
Created Date (Read Only) Date the time sheet was created.
End Time The date and time that the shift ends. Editions.
Holiday Shift Indicates a shift that overlaps with holiday hours.
Job Profile Job profile associated with the shift.
Label The customizable label, or name, for the shift.
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Field Service Shift Fields for Field Service

Last Modified By (Read Only) User who last modified the time sheet.
Last Modified Date (Read Only) Date the time sheet was last modified.
Non-Standard Marks a shift as non-standard, such as evening or on-call shifts.
Owner Name Shift owner.
Recordset Filter Criteria Recordset filter criteria associated with the shift. Filter criteria can
be used to match shift and service territory records against criteria
you create.
Service Resource Service resource associated with the shift.
Service Territory Service territory associated with the shift.
Shift Number (Read Only) The number automatically created for the shift.
Start Time The date and time that the shift starts.
Status The status of the shift. The picklist includes the following values,
• Tentative
• Published
• Confirmed
Status Category The status of the shift using static values. This field is derived from
the Status field using the mapping you define. The picklist includes
the following values:
• Tentative
• Published
• Confirmed
Time Slot Type The type of time slot for the shift. This field uses the same values
as the Time Slot field in the Operating Hours object. The picklist
includes the following values:
• Normal
• Extended
530
Field Service Shift Pattern Fields
Shift Pattern Fields

Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or
EDITIONS
editable depending on your page layout and field-level security settings.
Shift Patterns
orgs) and Lightning
Experience
Active Marks the shift template active. features, managed
Description Notes or context about the shift template. package, and mobile app
Owner Name The owner of the shift template. Unlimited, and Developer
Editions.
Pattern Length The number of days of the pattern.
Shift Pattern Name The name of the shift pattern.
Shift Pattern Entries

Shift pattern entries link shift templates to the pattern.

Day Position Applies the shift template to a specific day within the pattern.
Name (Read only) Auto-generated number that identifies the shift pattern
entry.
Shift Pattern (Read only) The ID of the shift pattern.
Shift Template (Read only) The ID of the linked shift template.
Shift Template Fields

Shift templates have the following fields. Some fields may not be visible or editable depending on
EDITIONS
Shift Templates
orgs) and Lightning
Experience
Active Marks the shift template active. features, managed
Background Color Color code shifts by adding a background color package, and mobile app
in hexadecimal format. are available in Enterprise,
Description Notes or context about the shift template. Editions.
Duration The duration in hours of the shift.
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Field Service Skill Fields for Field Service

Job Profile The job profile assigned to the shift.
Non-Standard Marks a shift as non-standard, such as evening or on-call shifts.
Owner Name The owner of the shift template.
Shift Template ID (Read only) The ID of the shift template.
Shift Template Name The name of the shift template.
Start Time The shift’s start time.
Time Slot Type Sets the shift's time slot type, either Normal or Extended. If no time
slot type is selected, shifts created from the template are marked
Normal.

Skills represent certifications and areas of expertise in your field service workforce. Skills, service
EDITIONS
resource skills, and skill requirements have the following fields. Some fields may not be visible or
editable depending on your page layout and field-level security settings. Available in: both Salesforce
orgs) and Lightning
Skill Experience
Skills represent a certification or area of expertise. They are created in Setup.
features, managed
Name The name of the skill. are available in Enterprise,
Description The description of the skill. Editions.
Developer Name The unique name of the skill in the API.
Note: When you create a skill, leave the Assign Users and Assign Profiles sections blank. They are specific to Chat, which also uses
skills.
Service Resource Skill

Service resource skills are skills that are assigned to a service resource. They appear in the Skills related list on service resource detail
pages.

End Date The date when the skill expires. For example, if a resource must be
re-certified after six months, the end date would be the date their
certification expires.
Service Resource The resource who possesses the skill.
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Field Service Time Sheet Fields

Skill The skill the resource possesses.
Skill Level The resource’s skill level. Skill level can range from zero to 99.99.
Start Date The date when the resource gains the skill. For example, if the skill
represents a certification, the start date would be the date of
certification.
Skill Requirement
Skill requirements are skills that a service resource needs to complete a task. They appear in the Skill Requirements related list on work
type, work order, and work order line item detail pages.

Related Record The work order, work order line item, or work type that the skill is
required on.
Skill The required skill.
Skill Level The required skill level. Skill level can range from zero to 99.99.
SEE ALSO:
Time Sheet Fields

Time sheets and time sheet entries have the following fields. Some fields may not be visible or
EDITIONS
editable depending on your page layout and field-level security settings.
Time Sheet
orgs) and Lightning
Time sheets relate service resources with their time and attendance. Experience

features, managed
Created By (Read Only) User who created the time sheet. package, and mobile app
Created Date (Read Only) Date the time sheet was created. Unlimited, and Developer
Editions.
Last Modified By (Read Only) User who last modified the time
sheet.
Last Modified Date (Read Only) Date the time sheet was last
modified.
Name Time sheet name.
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Field Service Time Sheet Fields

Owner Time sheet owner.
Service Resource Service resource associated with the time sheet.
Status The status of the time sheet. The picklist includes the following
• None
• New
• Submitted
• Approved
Time Sheet End Date The last day the time sheet covers.
Time Sheet Entry Count (Read Only) The number of related time sheet entries.
Time Sheet Start Date The first day the time sheet covers.
Time Sheet Entry

Time sheet entries track the continual time a resource performs a specific function.

Created By (Read Only) User who created the time sheet entry.
Created Date (Read Only) Date the time sheet entry was created.
Description A text box for notes on how the time was spent. For example, “This
service took longer than normal because the machine was
jammed.”
Duration (in Minutes) (Read Only) Minutes recorded on the time sheet entry.
End Time The date and time the activity finished.
Last Modified By (Read Only) User who last modified the time sheet.
Last Modified Date (Read Only) Date the time sheet was last modified.
Location Time Zone Time zone of the location where the activity occurred.
Name Time sheet entry name.
Start Time The date and time the activity began.
Status The status of the time sheet entry. The picklist includes the
following values, which can be customized:
• None
• New
• Submitted
• Approved
534
Field Service Travel Mode Fields

Subject Activity performed; for example, repair, lunch, or travel.
Time Sheet (Read Only) Related time sheet.
Type The type of work performed. The picklist includes the following
• None
• Direct
• Indirect
Work Order The work order related to the time sheet entry. Work orders are
searchable by their content.
Work Order Line Item The work order line item related to the time sheet entry. Work order
line items are searchable by their content.
SEE ALSO:
Travel Mode Fields

Travel Modes have the following fields.
EDITIONS
Can Use Toll Roads Indicates if the vehicle is allowed to drive on toll Classic (not available in all
roads. The default value is 'false'. orgs) and Lightning
Experience
Is transporting Hazmat Indicates if the vehicle is transporting hazardous
materials. The default value is 'false'.
features, managed
Name Name of the Travel Mode. package, and mobile app
Transport Type Type of transportation. Unlimited, and Developer
Possible values are: Editions.
• Bicycle
• Car
• Heavy Truck
• Light Truck
• Walking
535
Field Service Warranty Fields
Warranty Fields
Warranty terms, product warranty terms, and asset warranties have the following fields. Your page
EDITIONS
layout and field-level security settings can hide some fields and prevent you from editing others.
Warranty Term
orgs) and Lightning
Warranty terms let you define the labor, parts, and expenses covered, along with any exchange Experience
options provided to rectify issues with products.
features, managed
Active Defines whether the warranty term is active. are available in Enterprise,
Code A code or other identifier associated with this Editions.
warranty term.
Description Description of the warranty term.
Effective Start Date Date when the warranty term became available:
• InstallDate
• ManufactureDate
• PurchaseDate
Exchange Type The type of exchange offered:

• AdvanceExchange
• Loaner
• ReturnExchange
Exclusions Description of any exclusions.
Expenses Covered (Required) The percentage of expenses covered.
Expenses Covered Duration (Required) The period that expenses are covered
for.
Expenses Covered Unit of Time (Required) The time measurement for expenses
covered duration:
• Days
• Weeks
• Months
• Years
Labor Covered (Required) The percentage of labor covered.
Labor Covered Duration (Required) The period that labor is covered for.
Labor Covered Unit of Time (Required) The time measurement for labor
covered duration:
• Days
536

• Weeks
• Months
• Years
Owner Warranty term owner.
Parts Covered (Required) The percentage of parts covered.
Parts Covered Duration (Required) The duration that parts are covered for.
Parts Covered Unit of Time (Required) The time measurement for parts covered duration:
• Days
• Weeks
• Months
• Years
Price Book The price book item associated with this warranty term.
Transferable Defines whether the warranty can be transferred to a new owner.
Warranty Duration The duration of the warranty offered by this term.
Warranty Term Name The name of the warranty term.
Warranty Type The type of warranty:

• Repair
• Standard
• Supplier
Warranty Unit Of Time The time measurement for warranty duration:

• Days
• Weeks
• Months
• Years
Product Warranty Term

A product warranty term identifies a warranty term that applies to a product or product family to create a standard warranty. When an
asset is installed, it picks up the standard warranty terms defined for its product or product family.

Covered Product Family (Required if Covered Product isn’t defined.) The product family that
the warranty term applies to.
Covered Product (Required if Covered Product Family isn’t defined.) The product
that the warranty term applies to.
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Product Warranty Term Number (Read Only) The identifier for this product warranty term.
Warranty Term The warranty term.
Asset Warranty Term

An asset warranty term lets you record any exclusions and extensions to a standard warranty term for an asset.

Asset The asset this warranty term applies to.
Asset Warranty Number (Read Only) The identifier of the asset warranty record.
End Date The date when the warranty term expires.
Exchange Type The type of exchange offered.
Exclusions Description of any exclusions.
Expenses Covered The percentage of expenses covered.
Expenses Covered End Date The date when cover for expenses ends.
Labor Covered The percentage of labor covered.
Labor Covered End Date The date when cover for labor ends.
Parts Covered The percentage of parts covered.
Parts Covered End Date The date when cover for parts ends.
Price Book The price book item associated with this warranty term.
Start Date The date when cover under this warranty term starts.
Transferable Defines whether the warranty can be transferred to a new owner.
Warranty Term The warranty term this asset warranty term extends.
Warranty Type The type of warranty.
538
Field Service Work Order Fields for Field Service

Work orders have the following fields. Sometimes you can't see or edit certain fields because of
EDITIONS
Field Description Classic (not available in all
Account The account associated with the work order. orgs) and Lightning
Experience
Address The compound form of the address where the
work order is completed. The work order’s
features, managed
service appointments and line items inherit its
address, though the address on line items can
be updated. Unlimited, and Developer
Asset The asset associated with the work order. Editions.
Business Hours The business hours associated with the work

order.
Case The case associated with the work order.
City The city where the work order is completed.

Maximum length is 40 characters.
Contact The contact associated with the work order.
Country The country where the work order is completed.

Currency ISO Code Three-letter currency code. Available only if the

multicurrency feature is enabled.
Description The description of the work order. We

recommend describing the steps a user takes
to mark the work order Completed.
Discount (Read Only) The weighted average of the

discounts on all line items on the work order. It
can be any positive number up to 100.
Duration The estimated time required to complete the

work order. Specify the duration unit in the
Duration Type field.
Work order duration and work order line item
duration are independent of each other. If you
want work order duration to automatically show
the sum of the work order line items’ duration,
replace the Duration field on work orders with
a custom roll-up summary field.
DurationInMinutes The estimated time required to complete the

work order, in minutes. This field is for internal
use.
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Field Description
End Date The date when the work order is completed. This field is blank
unless you set up automation to configure it. For a sample workflow
rule that configures the Start Date field (a similar field), see Start
Date.
Entitlement The entitlement associated with the work order.
Entitlement Process End Time The time the work order exits an entitlement process. If an
entitlement process applies to a work order, this field appears.
Entitlement Process Start Time The time the work order entered an entitlement process. If an
entitlement process applies to a work order, this field appears.
Generated from maintenance plan (Read Only) Indicates that the work order was generated from a
maintenance plan rather than manually created.
This option is deselected for work orders that were generated from
maintenance plans before Summer ’18.
Geocode Accuracy The level of accuracy of a location’s geographical coordinates

compared with its physical address. A geocoding service typically
provides this value based on the address’s latitude and longitude
coordinates.
Grand Total (Read Only) The total price of the work order with tax added.
Is Closed Indicates whether the work order is closed. Use this field to report
on closed versus open work orders.
Last Modified Date The date when the work order was last modified.
Last Viewed Date The date when the work order was last viewed.
Latitude Used with Longitude to specify the precise geolocation of the

address where the work order is completed. Acceptable values are
numbers between –90 and 90 with up to 15 decimal places.
Line Items (Read Only) The number of work order line items on the work order.
Location The location associated with the work order. For example, a work
site.
Longitude Used with Latitude to specify the precise geolocation of the address
where the work order is completed. Acceptable values are numbers
between –180 and 180 with up to 15 decimal places.
Maintenance Plan The maintenance plan associated with the work order. When the
work order is auto-generated from a maintenance plan, this field
automatically lists the related plan.
Maintenance Work Rule Id (Read Only) ID of the maintenance work rule if the work order or
work order line item was created by a maintenance plan. If created
by the One Work Order Line Item per Asset option on the
540
Field Description
maintenance plan, the field is populated only on the work order
line item.
Milestone Status A milestone is a step in an entitlement process. It can have one of

three statuses: Compliant, Open Violation, and Closed Violation. If
an entitlement process applies to a work order, this field appears.
Milestone Status Icon An icon that corresponds to the milestone status.

• Compliant
• Open Violation
• Closed Violation
Minimum Crew Size The minimum crew size allowed for a crew assigned to the work
order.
If you’re not using the Field Service managed package, this field
serves as a suggestion rather than a rule. If you’re using the
managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether
it fits a work order’s minimum crew size requirement.
Owner The work order’s assigned owner.
Parent Work Order The work order’s parent work order, if it has one. View, create, and
delete a work order’s child work orders in the Child Work Orders
related list.
Postal Code The postal code where the work order is completed. Maximum
length is 20 characters.
Price Book The price book associated with the work order. Adding a price
book to the work order lets you assign different price book entries
(products) to the work order’s line items. This field is only available
if products are enabled.
Priority The priority of the work order. The picklist includes the following
• Low
• Medium
• High
• Critical
Product Service Campaign The product service campaign associated with the work order.
Product Service Campaign Item The product service campaign item associated with the work order.
Recommended Crew Size The recommended number of people on the service crew assigned
to the work order.
Record Type The record type associated with the work type.
541
Field Description
Return Order The return order associated with the work order.
Return Order Line Item The return order line item associated with the work order.
Root Work Order (Read Only) The top-level work order in a work order hierarchy.
Depending on where a work order lies in the hierarchy, its root can
be the same as its parent.
Service Appointment Count The number of service appointments on the work order.
Service Contract The service contract associated with the work order.
Service Report Language The language used for all service reports and service report
previews created for the work order, its service appointments, and
its work order line items and their service appointments. If the field
is blank, service reports are generated in the default language in
Salesforce of the person creating the report.
To appear as an option in the Service Report Language field, a
language must be set up in Translation Workbench or be one of
the Salesforce 18 fully supported languages. Service report field
names are translated, but rich text field names, service report
section names, and text field values such as service notes aren’t
translated.
Service Report Template The service report template that the work order’s service reports
uses.
If you don’t specify a service report template on a work order, it
uses the service report template listed on its work type. If the work
type doesn’t list a template or no work type is specified, the work
order uses the default service report template.
This field stays blank unless you update it on the work order. So to
find out which template the work order’s service reports uses, check
its work type.
Service Territory The service territory where the work order is taking place.
Start Date The date when the work order goes into effect. This field is blank
unless you set up automation to populate it. See the example for
a workflow rule that configures this field.
The Start Date and End Date fields are blank by default, but you
can set up workflow rules to configure them.
State The state where the work order is completed. Maximum length is
80 characters.
Status The status of the work order. The picklist includes the following
• New—Work order was created, but there hasn’t yet been any
activity.
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Field Description
• In Progress—Work has begun.
Changing a work order’s status doesn’t affect the status of its work
order line items or associated service appointments.
Status Category The category that each status value falls into. The Status Category
category.
category it belongs to. For example, if you create a Waiting for
Response value, you can decide that it belongs in the On Hold
category.
Stopped Indicates that the milestone countdown has been paused.
Stopped Since The time the milestone countdown was paused.
Street The street number and name where the work order is completed.
Subject The subject of the work order. Describe the nature and purpose of
the job to be completed. For example: annual on-site well
maintenance. The maximum length is 255 characters.
Subtotal (Read Only) The total of the work order line items’ subtotals before
discounts and taxes are applied.
Suggested Maintenance Date The suggested date that the work order is completed. When the
work order is generated from a maintenance plan, this field is
automatically populated based on the maintenance plan’s settings.
Tax The total tax on the work order. For example, in a work order whose
total price is $100, enter $10 to apply a 10 percent tax. You can
enter a number with or without the currency symbol and you can
use up to two decimal places.
Total Price (Read Only) The total of the work order line items’ price after
discounts but before tax is added.
Work Order Number An autogenerated number that identifies the work order.
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Field Service Work Order Line Item Fields for Field Service
Field Description
Work Type The work type associated with the work order. When a work type
is selected, the work order automatically inherits the work type’s
Duration, Duration Type, and required skills.
SEE ALSO:

Work order line items have the following fields. Sometimes you can't see or edit certain fields
EDITIONS
because of your page layout and field-level security settings.
Field Description Classic (not available in all
Address The address of the line item. The line item orgs) and Lightning
Experience
inherits its address from its parent work order,
but it can also be updated manually. The Field Service core
features, managed
Asset The asset associated with the line item.
If your org uses hierarchical assets (available are available in Enterprise,
after Spring ’16), you sometimes want to link a Unlimited, and Developer
work order’s line items with different assets. For Editions.
this reason, line items don’t automatically inherit
their parent work order’s asset value.
City The city where the line item is completed.

Country The country where the line item is completed.

Currency ISO Code The ISO code for any currency allowed by the
organization. Available only for Salesforce orgs
with the multicurrency feature enabled.
Description The description of the line item. We recommend

describing the steps for a user to follow to mark
the line item Completed.
Discount The percent discount to be applied to the line

item. You can enter a number with or without
the percent symbol and you can use up to two
decimal places.
544
Field Description
Duration The estimated time required to complete the line item. Specify the
duration unit in the Duration Type field.
Note: Work order duration and work order line item

duration are independent of each other. If you want work
order duration to automatically show the sum of the work
order line items’ duration, replace the Duration field on work
orders with a custom roll-up summary field.
DurationInMinutes The estimated time required to complete the line item, in minutes.
This field is for internal use.
End Date The date when the line item is completed.
Geocode Accuracy The level of accuracy of a location’s geographical coordinates

compared with its physical address. A geocoding service typically
provides this value based on the address’s latitude and longitude
coordinates.
Is Closed Indicates whether the line item is closed. Changing the line item’s
status to Closed causes this checkbox to be selected in the user
interface.
Is Generated From Maintenance Plan Identifies whether the work order line item is generated from a
maintenance plan.
Last Referenced Date The date when the line item was last modified. Its label in the user
interface is Last Modified Date
Last Viewed Date The date when the line item was last viewed.
Latitude Used with Longitude to specify the precise geolocation of the

address where the work order is completed. Acceptable values are
numbers between –90 and 90 with up to 15 decimal places.
Line Item Number An auto-generated number that identifies the line item.
List Price The price of the line item (product) as listed in its corresponding
price book entry. If a product isn’t specified, the list price defaults
to zero. (Read only)
Location A location associated with the work order line item. For example,
a work site.
Longitude Used with Latitude to specify the precise geolocation of the address
where the work order is completed. Acceptable values are numbers
between –180 and 180 with up to 15 decimal places.
Maintenance Plan The maintenance plan associated with the work order line item.
Maintenance Work Rule Id (Read Only) ID of the maintenance work rule if the work order or
work order line item was created by a maintenance plan. If created
545
Field Description
by the One Work Order Line Item per Asset option on the
maintenance plan, the field is populated only on the work order
line item.
Minimum Crew Size The minimum crew size allowed for a crew assigned to the line
item.
If you’re not using the Field Service managed package, this field
serves as a suggestion rather than a rule. If you’re using the
managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether
it fits a line item’s minimum crew size requirement.
Order The order associated with the line item. For example, you order
replacement parts before you can complete the line item.
Parent Work Order Line Item The line item’s parent line item, if it has one.
Tip: View, create, and delete a line item’s child line items
in the Child Work Order Line Items related list.
Postal Code The postal code where the line item is completed. Maximum length
is 20 characters.
Pricebook Entry The price book entry (product) associated with the line item. The
label in the user interface is Product. This field’s lookup search
only returns products that are included in the work order’s price
book.
Priority The priority of the line item. The picklist includes the following
• Low
• Medium
• High
• Critical
Product The product (price book entry) associated with the line item. This
field’s lookup search only returns products that are included in the
parent work order’s price book.
Product Service Campaign The product service campaign associated with the work order line
item.
Product Service Campaign Item The product service campaign item associated with the work order
line item.
Quantity The line item’s quantity.
Recommended Crew Size The recommended number of people on the service crew assigned
to the line item.
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Field Description
Return Order The return order associated with the work order line item.
Return Order Line Item The return order line item associated with the work order line item.
Root Work Order Line Item The top-level line item in a line item hierarchy. Depending on
where a line item lies in the hierarchy, its root can be the same as
its parent. (Read only)
Service Appointment Count The number of service appointments on the work order line item.
Service Report Template The service report template that the line item’s service reports uses.
If you don’t specify a service report template on a work order line
item, it uses the service report template listed on its work type. If
the work type doesn’t list a template or no work type is specified,
the line item uses the default service report template.
Note: This field stays blank unless you update it on the line
item. To find out which template the line item’s service
reports uses, check its work type.
Service Territory The service territory where the line item work is taking place.
Start Date The date when the line item goes into effect.
State The state where the line item is completed. Maximum length is 80
characters.
Status The status of the line item. The picklist includes the following values,
• New—Line item was created, but there’s no activity yet.
• In Progress—Work has begun.
Status Category The category that each status value falls into. The Status Category
category.
category it belongs to. For example, if you create a Waiting for
Response value, you can decide that it belongs in the On Hold
category.
547
Field Service Work Type Fields for Field Service
Field Description
Street The street number and name where the line item is completed.
Subject The line item’s subject. For example, Tire Check.
Subtotal The line item’s unit price multiplied by the quantity. (Read only)
Suggested Maintenance Date Date when maintenance work is planned.
Total Price The line item’s subtotal with discounts applied. (Read only)
Unit Price By default, the unit price for a line item is the product’s list price
from the price book, but you can change it.
Work Order The parent work order of the line item. Because work order line
items must be associated with a work order, this field is required.
Work Order Line Item Number An autogenerated number that identifies the work order line item.
Work Type The work type associated with the line item. When a work type is
selected, the work order line item automatically inherits the work
type’s Duration, Duration Type, and required skills.
SEE ALSO:

Work types have the following fields. Some fields may not be visible or editable depending on your
EDITIONS
Auto-Create Service Select to automatically create service appointments on work orders orgs) and Lightning
Experience
Appointment or work order line items that use the work type.
Note:
features, managed
• By default, the Due Date on auto-created service package, and mobile app
appointments is seven days after the created date. Admins are available in Enterprise,
can adjust this offset from the Field Service Settings page Unlimited, and Developer
in Setup, or by updating the Due Date Offset field on a Editions.
work type (a Field Service managed package feature).
• If a work type with the Auto-Create Service Appointment
option selected is added to an existing work order or work
order line item, a service appointment is only created for
the work order or work order line item if it doesn’t yet have
one.
• If someone updates an existing work type by selecting the
Auto-Create Service Appointment option, service
548
Field Service Work Type Fields for Field Service
appointments aren’t created on work orders and work order line items that were
already using the work type.
Description The description of the work type. Try to add details about the task or tasks that this work type
represents.
Duration Type The unit of the Estimated Duration: Minutes or Hours.
Estimated Duration The estimated length of the work. The estimated duration is in minutes or hours based on the
value selected in the Duration Type field.
Exact Appointments If selected, service appointment time slots reflect the time needed for the work rather than a
time window in which the work occurs. This setting is useful, for example, for work types such
as office or showroom visits that have an exact start time.
Minimum Crew Size The minimum crew size allowed for a crew assigned to records using the work type.
If you’re not using the Field Service managed package, this field serves as a suggestion rather
than a rule. If you are using the managed package, the scheduling optimizer counts the number
of service crew members on a service crew to determine whether it fits a record’s minimum
crew size requirement.
Note: This field is hidden for all users by default. To use it, update its field-level security
settings and add it to your work type page layouts.
Name The name of the work type. Try to use a name that helps users quickly understand the type of
work orders that can be created from the work type. For example, “Annual Refrigerator
Maintenance” or “Valve Replacement.”
Recommended Crew Size The recommended number of people on the service crew assigned to the record using this
work type.
Note: This field is hidden for all users by default. To use it, update its field-level security
settings and add it to your work type page layouts.
Service Report Template The service report template associated with the work type.
If you choose not to specify a service report template on a work order, it uses the service report
template listed on its work type. If the work type doesn’t list a template or no work type is
specified, the work order uses the default service report template. The same is true for work
order line items.
SEE ALSO:
549
Field Service Set Up Field Service Appointment Assistant
Set Up Field Service Appointment Assistant

Appointment Assistant helps you keep track of your customers’ service experience from the moment
EDITIONS
they contact you to the moment your mobile worker arrives.
Watch the video to see how Appointment Assistant keeps track of your customers’ service experience. Available in: both Salesforce
Experience
Watch the video to see how to modify the Appointment Assistant labels to better suit your company’s
culture. The Field Service core
features, managed
Watch a video package, and mobile app
What Is Ethical Use? Editions.
Salesforce’s Office of Ethical and Humane Use ensures that our technology is used to help, not harm, The Field Service
society and uphold the basic human rights of every human being. Its advisory council, composed Appointment Assistant
of executive employees, academics, ethicists, industry experts, and society leaders, created a managed package and
framework of Guiding Principles to guide processes for the ethical and humane use of Salesforce permission set license are
technology. required.
These are the principles.

• Human Rights: We work to ensure the direct us of our technologies uphold equal and inalienable protections.
• Privacy: We push the frontier of privacy best practice in our product design to enable customers to protect individuals’ data.
• Safety: We aim to protect humans from direct harm from the use of our technology.
• Honesty: We oppose the use of our technology to knowingly spread disinformation or conspiracy theories.
• Inclusion: We create opportunity through equal access to technology.
Salesforce Appointment Assistant was created with these guiding principles in mind. You can be sure safety considerations for your
mobile workers and your customers, along with privacy and data protections and accessible access, are built into the product.
How Data Is Collected and Used

To learn how Salesforce protects and safely stores data that is gathered from the Field Service mobile app, see Field Service Mobile
Security.
Before You Begin with Field Service Appointment Assistant

Before you set up Appointment Assistant, follow these steps.
Set Up Field Service Appointment Assistant Real-Time Location
Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers
know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker
identification like name and photo to provide safety for workers and customers while respecting their privacy.
Set Up Field Service Appointment Assistant Self-Service Scheduling
Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service
Scheduling, you only need one license per org assigned to one user.
550
Field Service Before You Begin with Field Service Appointment Assistant
Set Up Field Service Appointment Assistant Contactless Signature

Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before
you start setting up Contactless Signature, make sure that you have a service report template and a digital signature.
Set Up Surveys for Field Service Appointment Assistant
Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t
integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback.
SEE ALSO:
Custom Labels
Before You Begin with Field Service Appointment Assistant

Before you set up Appointment Assistant, follow these steps.
EDITIONS
Install the Packages Available in: both Salesforce

Install the latest versions of the packages. Classic (not available in all
orgs) and Lightning
Create an Experience Builder Site Experience
To build a responsive web page for the Field Service Appointment Assistant components, first
create an Experience Builder site. The Field Service core
features, managed
Set Up Digital Engagement package, and mobile app
Salesforce Digital Engagement, which is an optional purchase, works seamlessly with Field are available in Enterprise,
Service Appointment Assistant when sending SMS notifications and using messaging apps like Unlimited, and Developer
WhatsApp to update customers. However, you don’t need Digital Engagement to use Editions.
Appointment Assistant. Instead, you can send customer messages through other channels such
The Field Service
as email.
Appointment Assistant
managed package and
permission set license are
required.
551
Field Service Before You Begin with Field Service Appointment Assistant
Install the Packages

Install the latest versions of the packages.
EDITIONS
To install the latest versions of the Salesforce Field Service Managed Package and Appointment
Assistant, see Field Service Package Installation Hub. Available in: both Salesforce
orgs) and Lightning
Experience

features, managed
Editions.
The Field Service

managed package and
required.
Create an Experience Builder Site

To build a responsive web page for the Field Service Appointment Assistant components, first create
EDITIONS
an Experience Builder site.
1. Enable Digital Experiences in your Salesforce org. Available in: both Salesforce
2. From Setup, in the Quick Find box, enter Digital Experiences, and then select All
orgs) and Lightning
Sites.
Experience
3. Click New.
4. Follow the instructions for setting up an Experience Cloud site. features, managed
Note: When selecting an Experience Cloud template, don’t use the Lightning Web
Runtime (LWR) templates.
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
publish a site:
Experience Sites AND
View Setup and
Configuration
552
Field Service Set Up Field Service Appointment Assistant Real-Time Location
Set Up Digital Engagement

Salesforce Digital Engagement, which is an optional purchase, works seamlessly with Field Service
EDITIONS
Appointment Assistant when sending SMS notifications and using messaging apps like WhatsApp
to update customers. However, you don’t need Digital Engagement to use Appointment Assistant. Available in: both Salesforce
Instead, you can send customer messages through other channels such as email. Classic (not available in all
To use Digital Engagement, see Set Up Messaging Channels. orgs) and Lightning
Experience
Note: For information on the features included in the Digital Engagement subscription, see
our pricing docs. The Field Service core
features, managed
Unused conversations and triggered and bulk messages are forfeited at the subscription’s package, and mobile app
end date. To purchase additional conversations or triggered and bulk messages, contact your are available in Enterprise,
Salesforce representative. Unlimited, and Developer
Editions.
The Field Service

managed package and
required.
Set Up Field Service Appointment Assistant Real-Time Location

Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers
EDITIONS
with Messaging to let customers know their mobile worker is on the way. Admins set appointment
expirations to limit tracking of mobile workers and add worker identification like name and photo Available in: both Salesforce
to provide safety for workers and customers while respecting their privacy. Classic (not available in all
Watch the video to see how to give customers better insight into their mobile worker’s location orgs) and Lightning
while waiting for their appointments. Experience
Watch a video The Field Service core

features, managed
Appointment Assistant Real-Time Location gives customers temporary, live tracking of Salesforce package, and mobile app
Field Service mobile workers. are available in Enterprise,
These are some of the benefits.
Editions.
• Customers get SMS notifications as the mobile worker approaches the job location, giving them
The Field Service
time to prepare for the service appointment.
• Mobile workers know customers are expecting them, cutting down on no-shows and ensuring managed package and
customers are ready for their appointments. permission set license are
• Companies can deliver more proactive and personalized service to their customers. required.
• Customers, workers, and companies can trust that Appointment Assistant Real-Time Location
follows Salesforce’s Ethical Use Principles, which guide how we ensure the privacy and safety
of both mobile workers and customers.
Assign a Permission Set for Appointment Assistant Real-Time Location

You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant
Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when
they’re on their way to the appointment.
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Configure Geolocation Settings for Appointment Assistant Real-Time Location

To give customers better insight into their mobile worker’s location while waiting for their appointments, make sure your geolocation
settings are set up.
Add Real-Time Location to Your Experience Builder Site
To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site.
Give Guest Users Site Access
Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user
record (one per site) and have the same access level.
Configure Field Service Settings
Allow worker tracking and customer messaging in your Field Service settings.
Create Message Templates for Real-Time Location
Create message templates for Field Service Appointment Assistant that let customers know when their mobile worker is on the way
and when the mobile worker is approaching the work site.
Create Flows to Send Messages for Real-Time Location
Streamline your messaging process for Field Service Appointment Assistant by setting up flows that use the messaging templates
that you created.
Add Real-Time Location to the Service Appointment Layout for Back-Office Users
Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins,
dispatchers, and agents see the same ETA, map view, and mobile worker’s details that your customers can see. The component is
displayed as the team member travels to the customer, until arrival.
SEE ALSO:
Trailhead: Real-Time Location in Appointment Assistant
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Assign a Permission Set for Appointment Assistant Real-Time Location

You can use this permission set for the Field Service mobile workers and the Field Service admins.
EDITIONS
For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant
license to share their location with customers when they’re on their way to the appointment. Available in: both Salesforce
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets. Classic (not available in all
orgs) and Lightning
2. Create a permission set.
Experience
a. Click New.
b. For Label, enter the name of the permission set, for example, Appointment features, managed
Assistant. package, and mobile app
c. Click the API Name field to populate it. are available in Enterprise,
d. For License, select Field Service Appointment Assistant. Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To create permission sets:

Permission Sets
The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account
executive for help.
3. Save the permission set.

4. Enable the permission set.
b. Open the Appointment Assistant permission set that you created.
c. In System, click System Permissions.
d. Click Edit and enable the Field Service Appointment Assistant permission.
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5. Assign this permission set to each mobile worker.
Configure Geolocation Settings for Appointment Assistant Real-Time Location

To give customers better insight into their mobile worker’s location while waiting for their
EDITIONS
appointments, make sure your geolocation settings are set up.
Geolocation settings are used for additional purposes in the Field Service mobile app, so it’s likely Available in: both Salesforce
they’re set up. To verify setup, follow these steps. Classic (not available in all
orgs) and Lightning
1. Open Field Service Mobile Settings.
Experience
2. Make sure that the Collect service resource geolocation history option is enabled.
3. Make sure that values are entered for the Geolocation Update Frequency in Minutes and features, managed
Geolocation Update Frequency in Minutes (Background Mode) settings. package, and mobile app
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To configure resource
tracking:
556
Important: Mobile worker locations are shared during travel to the customer until arrival. While the location is shared,
geolocation settings are overridden and get updated every 60 seconds.
SEE ALSO:
Add Real-Time Location to Your Experience Builder Site

To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site.
EDITIONS
Sites. Available in: both Salesforce
2. In the row for your site, click Builder.
orgs) and Lightning
3. From Experience Builder, click Components . Experience
4. From Custom Components, locate the Real-Time Location component. The Field Service core
5. Drag the component onto the site. features, managed
Editions.
The Field Service

managed package and
required.
If you can't see the map in the Appointment Assistant component, add the URL to the Content
Security Policy (CSP) trusted sites. USER PERMISSIONS
a. From Setup, in the Quick Find box, enter Security, and then select CSP Trusted Sites.
To add components to sites:
b. Click New Trusted Site. The CSP Trusted Site Definition screen opens. • Create and Set Up
c. Enter a name. For example, AppointmentAssistantGoogleMap.
View Setup and
d. For Trusted Site URL, enter https://maps.a.forceusercontent.com. Configuration
e. In the Context picklist, select All.
f. From the CSP Directives area, select these options.
g. Save the CSP trusted site.
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Note: For the LWR Experience Cloud Site template, the map isn't fully supported.
Manage What Customers See About Field Service Mobile Workers

You can control how much information is shared about your mobile workers and their location.
Add Custom Icons
Add your own icons to mark the team member’s and the customer’s locations on the map.
Set Up Masked Phone Calls
Using masked phone calls requires setting up Service Cloud Voice with Amazon Connect.
Let Customers Reschedule and Cancel Appointments
Let your customers reschedule and cancel appointments even if the mobile worker is on the way to the appointment.
Manage What Customers See About Field Service Mobile Workers

You can control how much information is shared about your mobile workers and their location.
EDITIONS
1. To open the settings panel, click anywhere in the Real-Time Location component.
orgs) and Lightning
Experience

features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To customize component
settings:
2. Select what information to show the customers. • Create and Set Up
• Show time estimate—Information related to the service appointment address, the View Setup and
appointment start and end times, and the estimated arrival time. Estimated arrival time is Configuration
calculated based on the mobile worker’s current location relative to the service appointment
location. The estimated arrival time is available from 12 hours before the appointment and
is refreshed every 5 minutes.
• Show map—A map with the mobile worker’s location and the service appointment location. The map is refreshed every 60
seconds.
• Show team member’s exact location—When selected, the team member’s exact location is shown. Otherwise, the worker’s
location is shown within a 500-meter radius.
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• Show team member’s info—The mobile worker’s first name, the first initial of their last name, and their title.
• Show team member’s image—The mobile worker’s Chatter picture that’s saved in Salesforce.
• Show Call button—Give your customers a button for calling the team member directly. The phone number is from the Phone
field of the user that’s connected to the service resource. If the phone number isn’t populated, the Call button doesn’t appear.
• Let customers reschedule appointments and Let customers cancel appointments—Customers can reschedule and cancel
appointments even if the mobile worker is on the way to the appointment. See Let Customers Reschedule and Cancel
Appointments.
If you use all the options, your customer sees something like this.
559
Add Custom Icons

Add your own icons to mark the team member’s and the customer’s locations on the map.
EDITIONS
1. From Setup, in the Quick Find box, enter Custom Code, and then select Static Resources.
2. Click New.
3. Name the resource, and choose a file that contains the icon that you want to use for the team orgs) and Lightning
member’s location. Experience
4. For Cache Control, select Private. The Field Service core
5. Save your changes. features, managed
6. In the new static resource, click View File.
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
settings:
7. Copy the URL from the browser’s address bar. View Setup and
Configuration
8. In the Real-Time Location’s component settings, paste the URL into the URL for the Team
Member’s Marker field.
9. Repeat this procedure for the customer’s location marker.
560
561
Set Up Masked Phone Calls

Using masked phone calls requires setting up Service Cloud Voice with Amazon Connect.
EDITIONS
1. Set up Service Cloud Voice with Amazon Connect.
a. Turn on Service Cloud Voice.
b. Confirm your tax registration number. orgs) and Lightning
c. Assign contact center permission sets. Experience
d. Create a Service Cloud Voice contact center. The Field Service core
features, managed
2. Set up the contact flow and the lambda function. package, and mobile app
a. From Setup, in the Quick Find box, enter Voice, and then select Amazon Contact Centers. are available in Enterprise,
b. Open your contact center. Editions.
c. Make sure that your contact center is on version 9.0 or above. See Service Cloud Voice
The Appointment Assistant
Contact Center Updates.
managed package and
3. Create a phone number. permission set license are
required. You also need
a. Set up your contact center phone number in Amazon Connect. See Manage Your Contact Service Cloud Voice with the
Center in Amazon Connect. Amazon Connect license.
b. Connect the phone number to the flow: Sample SVC Field Service Phone Call Subflow.
c. Copy the Amazon Connect phone number, and paste it in the Amazon Connect Phone USER PERMISSIONS
Number field of the Real-Time Location component settings. Make sure the Show Call
button is also selected. To view the Amazon Setup
page:
To turn on Service Cloud
Voice:
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Let Customers Reschedule and Cancel Appointments

Let your customers reschedule and cancel appointments even if the mobile worker is on the way
EDITIONS
to the appointment.
1. To open the settings panel, click anywhere in the Real-Time Location component. Available in: both Salesforce
2. Select Let customers reschedule appointments and Let customers reschedule
orgs) and Lightning
appointments.
Experience
3. In URL for Self-Service Scheduling, enter the URL that you copy from the component’s settings.
features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
settings:
View Setup and
Configuration
4. Enable the notification delivery channels.

a. From Setup, in the Quick Find box, enter Notification Builder, and then select Notification Delivery Settings.
b. From Custom Notification Types, edit Appointment Assistant Custom Notifications.
c. Select Salesforce Field Service for Android and Salesforce Field Service for iOS. If you can’t see these options, install the
connected apps.
5. Mobile workers are notified when appointments are rescheduled or canceled. If you want to disable the notifications, follow these
steps.
a. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
b. Open the Self-Service Scheduling Notifications flow.
c. Click Deactivate.
SEE ALSO:
Download the Field Service Connected App
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Give Guest Users Site Access

Guest users can view your Experience Builder site without logging in. All guest visitors to a public
EDITIONS
site share the same guest user record (one per site) and have the same access level.
1. In Experience Builder, click Settings . Available in: both Salesforce
2. In Guest User Profile, click <Your Site Name> Profile.
orgs) and Lightning
Experience

features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
3. From Profiles, click View Users and click the user’s name. To create, customize, or
publish a site:
4. From Permission Set Assignments, click Edit Assignments.
5. Add Appointment Assistant Guest Permissions. Experience Sites AND
View Setup and
Note: For guest users, be sure to enable public access. Configuration
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Allow worker tracking and customer messaging in your Field Service settings.
EDITIONS
1. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Settings. Available in: both Salesforce
2. Scroll to the Appointment Assistant section.
orgs) and Lightning
3. In the Status field, select the service appointment status that generates the first platform event. Experience
For example, if the status is set to En Route, Appointment Assistant Real-Time Location sends
a notification to the customer that the mobile worker is on their way. The Field Service core
features, managed
Note: The customer can see the mobile worker’s location and information only when package, and mobile app
the appointment is in this status. are available in Enterprise,
If you don’t use an En Route status, you can create it or use an existing status but only if its
Editions.
purpose is to indicate that a worker is en route.
To view and edit the Status Picklist Values: The Field Service
a. From Setup, go to the Object Manager tab. permission set license must
b. Click Service Appointment. be assigned to mobile
workers.
c. In Fields & Relationships, click Status.
USER PERMISSIONS
To configure Appointment
Assistant settings:
• Field Service
4. In the Site URL field, paste the URL of the Experience Builder site that contains the Appointment Assistant Real-Time Location
Lightning Web Component.
5. Enter a value for the Appointment Assistant Radius. This value generates the second platform event. For example, let’s say that the
radius is set to 2 miles. When the mobile worker is within 2 miles of the service appointment, Appointment Assistant Real-Time
Location sends a notification to the customer that the mobile worker is nearing the appointment location.
Tip: You can use an online conversion tool to calculate your Radius Field value. For example, you could use the conversion
2,640 feet = 0.5 miles.
6. Enter a value for the Appointment Assistant Expiration. For example, if the expiration is set to 1 hour, the customer stops seeing the
mobile worker’s location and information 1 hour after the link was generated.
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7. Fill in the rest of the fields.
Tip: So that a mobile worker can easily mark En Route within Field Service mobile, we recommend creating a quick action on the
Service Appointment. We also recommend that this quick action only updates the Service Appointment Status to En Route. For
Appointment Assistant Real-Time Location to work, the change of status must occur on the mobile and not the server side. Using
flows to update statuses in the Field Service mobile app is not supported.
Note: If you’re using Appointment Assistant Real-Time Location and Automatic Status Change, it’s recommended to enter a small
radius in the Automatic Status Change settings. A small radius ensures that Appointment Assistant’s Real-Time Location customers
can see the mobile worker’s location up until the worker’s close to the appointment. See Set Up Automatic Status Change.
SEE ALSO:
Create the Salesforce Action and Add It to an Object
Apply the Action to the Object’s Page Layout
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Create Message Templates for Real-Time Location

Create message templates for Field Service Appointment Assistant that let customers know when
EDITIONS
their mobile worker is on the way and when the mobile worker is approaching the work site.
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates. Available in: both Salesforce
2. To create the En Route template, click New.
orgs) and Lightning
3. In the Information area, enter the template name, developer name, and the message that the Experience
customer receives.
4. Add the URL placeholder to your message. The URL enables customers to navigate to the features, managed
Experience Builder site that you configured for appointment details and arrival information. package, and mobile app
a. For Related To, select one of the options. are available in Enterprise,
b. For Field, select Appointment Assistant Info URL. Editions.
c. Click Insert. The URL placeholder is added to the message. For example, if you selected
The Field Service
Assigned Resource in the Related To list, the URL placeholder looks like this:
{!AssignedResource.ApptAssistantInfoUrl}
managed package and
5. In the Channels area, select one or more channels. permission set license are
required.
7. Repeat these steps to create another template that lets customers know when their mobile
USER PERMISSIONS
worker is approaching the work site. Just change the template name and the message that you
send to your customers. For example, change the message to “Your mobile worker is nearing To create message
the work site” or something similar. templates:
• Configure Messaging
SEE ALSO:
Set Up WhatsApp in Messaging
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Create Flows to Send Messages for Real-Time Location

Streamline your messaging process for Field Service Appointment Assistant by setting up flows
EDITIONS
that use the messaging templates that you created.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. Available in: both Salesforce
2. To Create the En Route flow, click New Flow.
orgs) and Lightning
3. Select Record-Triggered Flow, and click Create. Experience
4. In the Configure Start window: The Field Service core
a. In Object, enter Assigned Resource. features, managed
b. In Trigger the Flow When, select A record is updated.
c. In Condition Requirements, select All Conditions Are Met (AND). Unlimited, and Developer
d. For Field, enter LocationStatus. Editions.
e. For Operator, select Equals. The Field Service

f. For Value, enter EnRoute. managed package and
g. In When to Run the Flow for Updated Records, select Only when a record is updated to permission set license are
meet the condition requirements. required.
h. Click Done.
USER PERMISSIONS
5. To add an element to the flow, hover over , and click .
To open, edit, or create a
6. Under Interaction, select Action.
flow in Flow Builder:
7. In the Action field, enter Messaging Notification. • Manage Flow
8. Fill in these fields:
• Label—A name you choose
• API Name—A name you choose
• Messaging Channel Unique Name—Developer name of your Messaging channel
• Messaging Template Unique Name—Developer name of the Messaging template that you created for En Route messages
• Context Record ID—The Assigned Resource ID
• Recipient Phone Number—The contact phone number used for sending the message
• Recipient Record ID—The contact Record ID
9. Turn on these options to include them.

• Context Record ID
• Recipient Phone Number
• Recipient Record ID
10. Click Done.

11. Save and activate the flow.
12. To create the Approaching Messages flow, repeat these steps with a few changes.
a. In step 4:
• In Condition Requirements, select All Conditions Are Met (AND).
• For Field, enter LocationStatus.
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• For Operator, select Equals.

• For Value, enter LastMile.
b. In step 7:
• In Messaging Template Unique Name, enter the developer name of the Messaging template that you created for Approaching
messages.
• In Messaging Channel Unique Name, enter the developer name of your Approaching Messaging channel.
Tip: To help troubleshoot flows, turn on flow debug logs.
Tip: For an optimal customer experience, ensure that you use complete addresses.
Note: The limit for active flows per flow type is 2,000.
Add Real-Time Location to the Service Appointment Layout for Back-Office Users
Display the Appointment Assistant Real-Time Location component in the service appointment
EDITIONS
layout. This view lets your admins, dispatchers, and agents see the same ETA, map view, and mobile
worker’s details that your customers can see. The component is displayed as the team member Available in: both Salesforce
travels to the customer, until arrival. Classic (not available in all
1. Add the component to the service appointment layout. orgs) and Lightning
Experience
a. In Service Appointments, open one of the appointments.
b. Click the settings icon and select Edit Page. The Field Service core
features, managed
Editions.
The Field Service

c. In Lightning App Builder, drag the Real-Time Location component onto the layout. managed package and
Tip: If you’re using an Experience site custom template, the component can appear
required.
too large and include a scroll bar. You can change the size of the component in the
service appointment layout to fix its appearance.
USER PERMISSIONS
To configure layouts:
2. Allow the display of the component on the service appointment layout. • Customize Application
a. From Setup, in the Quick Find box, enter Digital Experiences, and then select
All Sites.
b. In the row for your site, click Builder.
c. In Experience Builder, click Settings .
d. Click Security & Privacy.
e. For Clickjack Protection Level, select Allow framing by any page.
f. Publish the Experience Builder site.
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Field Service Set Up Field Service Appointment Assistant Self-Service
Scheduling
3. If the component appears as a gray screen, modify the Clickjack protection level.
a. In Experience Builder, click and select Administration.
b. Click Pages.
c. Under Advanced Customization, click Go to Force.com.
d. From Site Detail, click Edit.

e. For Clickjack Protection Level, select Allow framing by any page (No protection).
g. Publish the Experience Builder site again.
Set Up Field Service Appointment Assistant Self-Service Scheduling

Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their
EDITIONS
upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned
to one user. Available in: both Salesforce
Before You Begin with Self-Service Scheduling orgs) and Lightning
Before you set up Appointment Assistant Self-Service Scheduling, follow these steps. Experience
Set Up Appointment Assistant Self-Service Scheduling for New Appointments The Field Service core
Let your customers book their own appointments. features, managed
Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments are available in Enterprise,
Let your customers confirm, reschedule, or cancel their upcoming appointments. Unlimited, and Developer
Editions.
The Field Service

managed package and
required.
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Scheduling
Before You Begin with Self-Service Scheduling

Before you set up Appointment Assistant Self-Service Scheduling, follow these steps.
EDITIONS
Assign a Permission Set for Appointment Assistant Self-Service Scheduling Available in: both Salesforce
You can use this permission set for Field Service mobile workers and Field Service admins. For Classic (not available in all
Appointment Assistant Self-Service Scheduling, you need only one Appointment Assistant orgs) and Lightning
license per Salesforce org to book or reschedule appointments. Experience
Set Up the Experience Site for Authenticated Users The Field Service core
Contacts can view your Experience Site to book, reschedule, cancel, and confirm their features, managed
appointments after logging in. package, and mobile app
Set Up the Experience Site for Guest Users Unlimited, and Developer
Guest users can view your Experience Builder site without logging in. All guest visitors to a Editions.
public site share a guest user record, one per site, and have the same access level.
The Field Service
managed package and
required.
Assign a Permission Set for Appointment Assistant Self-Service Scheduling

You can use this permission set for Field Service mobile workers and Field Service admins. For
EDITIONS
Appointment Assistant Self-Service Scheduling, you need only one Appointment Assistant license
per Salesforce org to book or reschedule appointments. Available in: both Salesforce
orgs) and Lightning
2. Create a permission set.
Experience
a. Click New.
The Field Service

managed package and
required.
USER PERMISSIONS

Permission Sets
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Scheduling
executive for help.
e. Save the permission set.

a. Open the Appointment Assistant permission set that you created.
b. In System, click System Permissions.
c. Click Edit and enable the Field Service Appointment Assistant permission.
4. Assign this permission set to one of the admin users.
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Set Up the Experience Site for Authenticated Users

Contacts can view your Experience Site to book, reschedule, cancel, and confirm their appointments
EDITIONS
after logging in.
1. From Setup, in the Quick Find box, enter Users, and then select Users. Available in: both Salesforce
2. Select the contact user and add permissions.
orgs) and Lightning
a. In Permission Set License Assignments, enable the Field Service Standard permission. Experience
b. In Permission Set Assignments, add Field Service Self Service Permissions. The Field Service core
features, managed
3. From the user profile, enable the Apex classes.
a. Go to Enabled Apex Class Access, and click Edit. are available in Enterprise,
b. Add these Apex classes: Unlimited, and Developer
Editions.
The Field Service Standard

license is required.
USER PERMISSIONS
publish a site:
View Setup and
4. From the user profile, enable access to the flows. Configuration
a. Go to Enabled Flow Access, and click Edit.
b. Add your Self-Service Scheduling flows to the enabled flows.
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Set Up the Experience Site for Guest Users

Guest users can view your Experience Builder site without logging in. All guest visitors to a public
EDITIONS
site share a guest user record, one per site, and have the same access level.
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Available in: both Salesforce
Sites. Classic (not available in all
orgs) and Lightning
Experience
3. In Experience Builder, click Settings .
4. Enable public access. features, managed
Editions.
The Field Service Guest User

USER PERMISSIONS
publish a site:
View Setup and
Configuration
5. In Guest User Profile, click <Your Site Name> Profile.
6. From the guest user profile, add permissions.

a. Click View Users, and then click the user’s name.
b. In Permission Set Assignments, click Edit Assignments, and add Field Service Guest User Permissions to the enabled
permission sets. Then, save your changes.
c. In Permission Set License Assignments, click Edit Assignments, and enable Field Service Guest User. Then, save your changes.
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7. From the guest user profile, enable the Apex classes.

a. Go to Enabled Apex Class Access, and click Edit.
b. Add these Apex classes:
Note: Make sure that the guest user has access to these objects.
• Assets: Read
• Contacts: Read
• Locations: Read
• Operating Hours: Read
• Recordset Filter Criteria: Read
• Service Appointments: Read, Create
• Service Crews: Read
• Service Resource Preferences: Read
• Service Resources: Read
• Service Territories: Read
• Service Territory Member: Read
• Shifts: Read
• Work Orders: Read, Create
• Work Type Groups: Read
• Work Types: Read
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Set Up Appointment Assistant Self-Service Scheduling for New Appointments

Let your customers book their own appointments.
EDITIONS
Create a Message Template for the Self-Service Scheduling Flow for New Appointments Available in: both Salesforce
Create a template for the message sent to customers with the verification code. Classic (not available in all
orgs) and Lightning
Set Up the Self-Service Scheduling Authentication Flow Experience
Determine the details of the authentication flow that is connected to the main flow that lets
your customers book new appointments. The Field Service core
features, managed
Set Up the Self-Service Scheduling Flow package, and mobile app
Configure the details of the main flow that lets your customers book new appointments. are available in Enterprise,
Editions.
The Field Service

managed package and
required.
Create a Message Template for the Self-Service Scheduling Flow for New Appointments
Create a template for the message sent to customers with the verification code.
EDITIONS
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
2. Click New.
3. In the Information area, enter the template name, developer name, and an optional description. orgs) and Lightning
4. In Insert Merge Field, create a custom field on the contact object or use an existing field. Experience
a. For Related To, select Contact. The Field Service core

features, managed
b. For Field, select a text custom field or an existing field to update with a random 6-digit
code.
c. Click Insert. Unlimited, and Developer
Editions.
5. Enter your message. Make sure to include the placeholder for the verification code. For example:
The Field Service
Your access code is: {!Contact.CustomField__c}. To book your appointment, we
must confirm that this is you. Enter the code to continue.
managed package and
required.
USER PERMISSIONS
To create a message
template:
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Set Up the Self-Service Scheduling Authentication Flow

Determine the details of the authentication flow that is connected to the main flow that lets your
EDITIONS
customers book new appointments.
Watch the video to see how to determine the details of the authentication flow that is connected Available in: both Salesforce
to the main flow that lets your customers book new appointments. Classic (not available in all
orgs) and Lightning
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. The Field Service core
features, managed
2. Open the Self-Service Scheduling Authentication template.
3. Click Save As and create your own version of the flow based on the template. are available in Enterprise,
4. To use the email channel for authentication: Unlimited, and Developer
Editions.
a. To modify the default text of the email, open the EmailSubject and EmailBody variables
and modify the text as needed. The Field Service
b. In the Get Records element, enter your organization-wide email address as the value of the
managed package and
DisplayName field.
required.
USER PERMISSIONS

• Manage Flow
Tip: To find the required email address, from Setup, in the Quick Find box, enter Email, and then select
Organization-Wide Addresses. If the address isn’t set up, see Organization-Wide Email Addresses.
5. To use the SMS channel for authentication, add the Update Records component.
a. To add an element to the flow, hover over , and click .
b. Under Data, select Update Records.
c. Enter a name for the label. API Name is populated based on the label name.
d. Under How to Find Records to Update and Set Their Values, select Specify conditions to identify records, and set fields
individually.
e. Under Update Records of This Object Type, for Object, select Contact.
f. To check if the user is new or an existing contact based on the mobile phone number that they entered, under Filter Contact
Records, enter the match criteria.
• For Condition Requirements, select All Conditions Are Met (AND).
• For Field, enter MobilePhone.
• For Operator, select Equals.
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Scheduling
• For Value, select MobilePhoneNumber.
g. Under Set Field Values for the Contact Records:

• For Field, select the same field that you used in the messaging template to hold the 6-digit code. See Create a Message
Template for the Self-Service Scheduling Flow for New Appointments.
• For Value, select AccessCode.
h. Click Done.
6. To enable sending an SMS, add the Messaging Notification action.

b. Under Interaction, select Action.
c. For Action, select Messaging Notification.
d. Enter a name for the label. API Name is populated based on the label name.
e. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
f. For Messaging Template Unique Name, enter the messaging template’s developer name.
g. Include the Context Record ID, and then select SMScontactID {!$SMScontactID}.
h. To send the code to the phone number that the user entered, include the Recipient Phone Number, and then select
MobilePhoneNumber {!$MobilePhoneNumber}.
i. Include the Recipient Record ID, and then select SMScontactID {!$SMScontactID}.
j. Click Done.
Note: We recommend not making any other changes to this flow.

8. Control the access to the flow.
a. From Flows, click the arrow next to your flow, and select Edit Access.
b. Select Override default behavior and restrict access to enabled profiles or permission sets.
c. Add the required profiles.
9. From the guest user profile, enable access to the flows.

Note: To control user permissions to run flows, see How Does Flow Security Work?
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Scheduling
Set Up the Self-Service Scheduling Flow

Configure the details of the main flow that lets your customers book new appointments.
EDITIONS
Watch the video to see how to configure the details of the main flow that lets your customers book
new appointments. Available in: both Salesforce
Experience
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
2. Open the Self-Service Scheduling template. The Field Service core
features, managed
3. To create your own version of the flow based on the template, click Save As, and add the package, and mobile app
required details. are available in Enterprise,
4. Use the flow as is, or modify your version according to your needs. You can modify these settings. Unlimited, and Developer
Editions.
Important: Don’t modify fields marked as Locked.
The Field Service
• Authentication Channel component Appointment Assistant
managed package and
– Authenticate by Email and Authenticate by Mobile Phone—If you want to provide only
one authentication method, set one of these settings to false.
required.
– Authentication Flow—Enter the developer name of the Self-Service Scheduling
Authentication flow that you created. See Set Up the Self-Service Scheduling
Authentication Flow. USER PERMISSIONS
• Authentication component To open, edit, or create a

– Minutes Until Resend is Available—Specify the number of minutes after customers • Manage Flow
open the web page when they can request another access code.
• Get Work Types component—Filter the work types presented to your customers.
• Get Operating Hours component—Enter the name of the required Operating Hours record.
• Get Scheduling Policy component—Enter the name of the Scheduling Policy record that defines the length of the appointment
slots.
• Work Types component
– Work Type Details—Enter the API name of the field that stores the work type details. The default is Description.
– Work Type Title—Enter the API name of the field that stores the work type title. The default is Name.
• Location component
Tip: You can manage service appointment assignments to territories with polygons or by adding another screen to the
flow that includes the territory record.
– Show Current Location Button—Let customers set their geolocation when they tap Use My Current Location.
• Appointment Selection component

– Number of Days in Field Service Settings—From the App Launcher, find and select Field Service Settings. Click Scheduling,
and then click General Logic. Use the value from the Maximum days to get candidates or to book an appointment
field in the Number of Days in Field Service Settings field.
– Scheduling Horizon Units and Number of Scheduling Horizon Units—Shows customers a scheduling calendar based on
your specification of the number of days, weeks, or months. The slots available for selection range from the earliest start
permitted to the earliest end date. The end date is either the due date or the end of the scheduling horizon, whichever one
is earlier. For best practices about the due date in auto-created service appointments, see Work Type Fields for Field Service.
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– Show Exact Appointment Times—To show exact appointment times, enter true. To show arrival windows, enter false.
Make sure to enter the same value in the Summary component.
– Service Territory ID—Leave blank if you use polygons or other automatic flows to assign service territories. If your Self-Service
Scheduling flow includes service territory selection, enter a service territory ID.
• Summary component
– Show Exact Appointment Times—To show exact appointment times, enter true. To show arrival windows, enter false.
Make sure to enter the same value in the Appointment Selection component.
Note: A default page title is provided with the package for each Lightning web component. If you want to replace the default
with your own text, enter it in the Page Title field in each component.

6. Control the access to the flow.
a. From Flows, click the arrow next to your flow and select Edit Access.
b. Select Override default behavior and restrict access to enabled profiles or permission sets.
c. Add the required profiles.
7. Add the flow to your Experience Builder site.

a. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
b. In the row for your site, click Builder.
c. In Experience Builder, click Components .
d. From Process Automation, drag the Flow component onto the site.
e. To open the settings panel, click anywhere in the component.
f. In Flow, select your Self-Service Scheduling flow.
Tip: To eliminate the border that appears around the flow, in Theme, click the arrow in the top right and select Edit CSS.
In the Override CSS window, click Use Overrides. Then, in the Edit CSS window, enter this code:
.slds-p-horizontal—medium{
margin: 0;
padding: 0;
}
.comm-layout-column{
margin: 0 !important;
padding: 4px !important;
}
.forceCommunityFlowCommunity{
border: none !important;
}
g. Publish the site.
8. From the guest user profile, enable access to the flows.

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Note: To control user permissions to run flows, see How Does Flow Security Work?
SEE ALSO:
Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments

Let your customers confirm, reschedule, or cancel their upcoming appointments.
EDITIONS
(Optional) Add Notes to the Service Appointment Layout Available in: both Salesforce
To let your mobile workers see notes from customers, add the Service Notes field to the layout Classic (not available in all
for mobile workers. orgs) and Lightning
Experience
(Optional) Add a Service Appointment Status for Confirmed Appointments
Add a Confirmed status to the Service Appointment Status options. If you enter this status in The Field Service core
the Appointment Assistant Self-Service Scheduling settings, when the customers confirm their features, managed
appointments, the service appointment’s status changes accordingly. package, and mobile app
Configure Appointment Assistant Settings Unlimited, and Developer
Make sure that the Appointment Assistant settings are configured. Editions.
Add Self-Service Scheduling to Your Experience Builder Site The Field Service
To enable Appointment Assistant Self-Service Scheduling, add it to your Experience Builder Appointment Assistant
site. managed package and
Enable Customers to Cancel Appointments
required.
To enable customers to cancel their appointments in the Appointment Assistant Self-Service
Scheduling screen, you must disable the option for mentioning an assigned user when the
service appointment is dispatched.
Create a Message Template for the Self-Service Scheduling Authentication Flow for Existing Appointments
Create templates for messages that let customers open the Appointment Assistant Self-Service Scheduling page.
Create Flows to Send Messages for Self-Service Scheduling
Streamline your messaging process by setting up flows that use the messaging templates that you created.
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(Optional) Add Notes to the Service Appointment Layout

To let your mobile workers see notes from customers, add the Service Notes field to the layout for
EDITIONS
mobile workers.
1. From Setup, go to the Object Manager tab. Available in: both Salesforce
2. In the Quick Find box, enter Service Appointment, and then select Service
orgs) and Lightning
Appointment.
Experience
3. In Page Layouts, edit the layout used for the Field Service mobile workers.
4. Add the Service Note field to the layout. features, managed
5. Save the layout. package, and mobile app
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To configure layouts:
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(Optional) Add a Service Appointment Status for Confirmed Appointments

Add a Confirmed status to the Service Appointment Status options. If you enter this status in the
EDITIONS
Appointment Assistant Self-Service Scheduling settings, when the customers confirm their
appointments, the service appointment’s status changes accordingly. Available in: both Salesforce
1. Add the new status. Classic (not available in all
orgs) and Lightning
a. From Setup, go to the Object Manager tab.
Experience
b. In the Quick Find box, enter Service Appointment, and then select Service
Appointment. The Field Service core
features, managed
c. Click Fields & Relationships. package, and mobile app
d. In the Quick Find box, enter Status, and then select Status. are available in Enterprise,
e. In Status Picklist Values, click New. Editions.
f. Enter the details of the Confirmed status.
The Field Service
g. Save the new status. Appointment Assistant
managed package and
2. If your Salesforce org uses status transitions: permission set license are
a. From Field Service Admin, go to the Field Service Settings tab. required.
b. From Service Appointment Life Cycle, go to Status Transitions.
c. Add the flows for the Confirmed status. USER PERMISSIONS
To configure statuses:
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Configure Appointment Assistant Settings

Make sure that the Appointment Assistant settings are configured.
EDITIONS
1. Check if Appointment Assistant is configured in your org.
a. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Settings.
orgs) and Lightning
b. If the Appointment Assistant section is filled in, you’re all set. Experience
2. If it isn’t configured, see Configure Field Service Settings. The Field Service core
features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To configure the
settings:
• Field Service
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Add Self-Service Scheduling to Your Experience Builder Site

To enable Appointment Assistant Self-Service Scheduling, add it to your Experience Builder site.
EDITIONS
orgs) and Lightning
3. From Experience Builder, click Components . Experience
4. From Custom Components, locate the Self-Service Scheduling component. The Field Service core
5. Drag the component onto the site. features, managed
Editions.
The Field Service

managed package and
required.
6. To open the settings panel, click anywhere in the Appointment Assistant Self-Service Scheduling
component. USER PERMISSIONS
7. In Operating Hours, select the record that defines the appointment slots. For example, in this
Operating Hours record, the company has 3-hour slots on Mondays and Wednesdays, and To add components to sites:
2-hour slots on Tuesdays, Thursdays, and Sundays. • Create and Set Up
View Setup and
Configuration
8. In Statuses That Allow Rescheduling, enter statuses that aren’t pinned.

9. Fill in the remaining settings. Your selections are reflected in the preview of the component.
Note: The service appointment’s territory time determines the time zone. If the service appointment’s territory time is empty,
the end user’s time zone is used.
10. Publish the site.
SEE ALSO:
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Enable Customers to Cancel Appointments

To enable customers to cancel their appointments in the Appointment Assistant Self-Service
EDITIONS
Scheduling screen, you must disable the option for mentioning an assigned user when the service
appointment is dispatched. Available in: both Salesforce
1. In Field Service Admin, open the Field Service Settings tab. Classic (not available in all
orgs) and Lightning
2. Under Dispatch, select Scheduled Jobs.
Experience
3. Disable the Mention assigned user when the Service Appointment is dispatched option.
features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To configure the
settings:
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Scheduling
Create a Message Template for the Self-Service Scheduling Authentication Flow for Existing
Appointments
Create templates for messages that let customers open the Appointment Assistant Self-Service
EDITIONS
Scheduling page.
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates. Available in: both Salesforce
2. To create the confirmation template, click New.
orgs) and Lightning
3. In the Information area, enter the template name, developer name, and the message that the Experience
customer receives.
4. Add the URL placeholder to your message. The URL enables customers to navigate to the features, managed
Experience Builder site you configured. package, and mobile app
a. For Related To, select Service Appointment. are available in Enterprise,
b. For Field, select Appointment Booking URL. Editions.
c. Click Insert. The URL placeholder is added to the message. For example, if you selected
The Field Service
Service Appointment in the Related To list, the URL placeholder looks like this:
{!ServiceAppointment.ApptBookingInfoUrl}
managed package and
required.
USER PERMISSIONS
To create message
templates:
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Scheduling
Create Flows to Send Messages for Self-Service Scheduling

Streamline your messaging process by setting up flows that use the messaging templates that you
EDITIONS
created.
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. Available in: both Salesforce
2. Click New Flow.
orgs) and Lightning
3. Select Record-Triggered Flow, and then click Create. Experience
4. Set up the service appointment conditions that send the URL. For example, to send the URL The Field Service core
when a service appointment moves to the Scheduled status, in the Configure Start window: features, managed
a. In Object, enter Service Appointment. package, and mobile app
c. In Condition Requirements, select All Conditions Are Met (AND). Editions.
d. Set the Condition Requirements. The Field Service
• In Field, enter Status. Appointment Assistant
managed package and
• In Operator, select Equals.
• In Value, enter Scheduled. required.
e. In When to Run the Flow for Updated Records, select Only when a record is updated to
meet the condition requirements. USER PERMISSIONS
f. To run the flow after the record is saved, select to optimize the flow for Actions and Related To open, edit, or create a
Records. flow in Flow Builder:
g. Click Done. • Manage Flow
5. Add new resources that connect between the community URL, Service Appointment ID, and
URL expiration time.
a. From the Toolbox, click New Resource, and then create a variable for the URL input.
• In Resource Type, select Variable.
• Enter an API name.
• In Data Type, select Text.
• In Default Value, enter the link to the Experience Builder site, followed by these characters: /?guestToken=#{!$Record.Id}#[Time
in Hours]
Note: The [Time in Hours] indicates how long the URL is valid for from the time it’s generated.
Tip: To make sure that the link to the Experience Builder site is accurate, copy it from the Experience Builder settings.
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Scheduling
• In Availability Outside the Flow, select Available for input.
• Click Done.
b. Click New Resource again, and then create a variable for the URL output.
• In Resource Type, select Variable.
• Enter an API name.
• In Data Type, select Text.
• In Availability Outside the Flow, select Available for input and Available for output.
• Click Done.
6. Add the Apex action.

c. In the Action field, enter FSAA.AARebookingGetURLcontroller.
d. Enter a name for the Label. The API Name is automatically populated accordingly.
e. In Set Input Values:
• Include the valueFromFlow option.
• Select the URL input variable that you created in step 5.
f. Under Advanced:
• Select Manually assign variables.
• In the output field, select the URL output variable that you created in step 5.
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Scheduling
g. Click Done.
7. Add the Update Records component.

c. Enter a name for the Label. The API Name is automatically populated accordingly.
d. Under Set Field Values for the Service Appointment Record:
• In Field, select ApptBookingInfoUrl.
• In Value, select the URL output variable that you created in step 5.
e. Click Done.
8. Add the Messaging Notification action.

c. In the Action field, enter Messaging Notification.
d. Enter a name for the Label. The API Name is automatically populated accordingly.
e. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
f. For Messaging Template Unique Name, enter the messaging channel’s developer name.
g. Include the Context Record ID option, and then select Record and Id {!$Record.Id}.
h. Include the Recipient Phone Number, and then select Record, Contact, and Mobile Phone {!$Record.Contact.MobilePhone}.
i. Include the Recipient Record ID, and then select Record, Contact, and Id {!$Record.Contact.Id}.
590
Scheduling
j. Click Done.

• To help troubleshoot flows, turn on flow debug logs.
• For an optimal customer experience, use complete addresses.
• The limit for active flows per flow type is 2,000.
591
Field Service Set Up Field Service Appointment Assistant Contactless
Signature
Set Up Field Service Appointment Assistant Contactless Signature

Let your customers use their own device instead of the Field Service mobile worker’s device to
EDITIONS
digitally sign service reports. Before you start setting up Contactless Signature, make sure that you
have a service report template and a digital signature. Available in: both Salesforce
Create Permission Sets for Appointment Assistant Contactless Signature orgs) and Lightning
You can use this permission set for the Field Service mobile workers and the Field Service admins. Experience
For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service The Field Service core
Appointment Assistant permission set license to share the service report with the customer. features, managed
Configure Appointment Assistant Settings package, and mobile app
Add Contactless Signature to Your Experience Builder Site Editions.
To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site.
The Field Service
Create a Sharing Rule Appointment Assistant
Add a sharing rule to share service report records with the guest users. managed package and
Create a Message Template for Contactless Signature
required.
Create a template for the message sent to customers for signing the service report.
Set Up Contactless Signature Flows
Create your own version of the flows based on the templates in the Appointment Assistant package.
Add a Quick Action
Create an action to send customers a link to the Contactless Signature page.
Expose the Document Recipient Object’s Status Field
The Document Recipient object’s Status field must be visible for the Contactless Signature flow.
SEE ALSO:
Create Service Report Templates
592
Signature
Create Permission Sets for Appointment Assistant Contactless Signature

You can use this permission set for the Field Service mobile workers and the Field Service admins.
EDITIONS
For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service
Appointment Assistant permission set license to share the service report with the customer. Available in: both Salesforce
orgs) and Lightning
2. Create the permission set.
Experience
a. Click New.
The Field Service

managed package and
required.
USER PERMISSIONS

Permission Sets
executive for help.
e. Save the permission set.

a. Open the Appointment Assistant permission set that you created.
b. In System, click System Permissions.
c. Click Edit, and enable the Field Service Appointment Assistant permission.
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Signature
4. Assign the permission set to each mobile worker.
Configure Appointment Assistant Settings

EDITIONS
1. Check if Appointment Assistant is configured in your org.
a. From Setup, in the Quick Find box, enter Field Service, and then select Field Service
Settings.
orgs) and Lightning
b. If the Appointment Assistant section is filled in, you’re all set. Experience
2. If it isn’t configured, see Configure Field Service Settings. The Field Service core
features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To configure the
settings:
• Field Service
594
Signature
Add Contactless Signature to Your Experience Builder Site

To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site.
EDITIONS
orgs) and Lightning
3. Add the Contactless Signature component. Experience
a. From Experience Builder, click Components . The Field Service core
b. From Custom Components, locate the Contactless Signature component. features, managed
c. Drag the component onto the site.
Editions.
The Field Service Guest User

USER PERMISSIONS
To add components to sites:

View Setup and
Configuration
d. To open the settings panel, click anywhere in the Contactless Signature component.
e. A default page title is provided. To use your own text, enter it in the Page Title field.
f. For Customer Confirmation Text, review the suggested text, and replace it as needed.
4. Enable guest user permissions.

a. From Experience Builder, click Settings .
b. Enable public access.
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Signature
c. In Guest User Profile, click <Your Site Name> Profile.
d. Grant read permission.

a. From Profile Detail, click Edit.
b. Under Standard Object Permissions, grant read permission for Document Recipients, Service Appointments, and Work Orders.
e. Enable the Apex classes.

a. From Enabled Apex Class Access, click Edit.
b. Add these Apex classes: FSAA.TouchlessSignEncryptionService and
FSAA.TouchlessSignServiceReportHandler.
f. Set field-level security.

a. Under Field-Level Security, click View next to Document Recipient.
b. Click Edit.
596
Signature
c. Grant read access to the Status field.

g. Grant permission set license assignments.

a. From Profiles, click View Users, and then click the user’s name.
b. From Permission Set License Assignments, click Edit Assignments.
c. Select Field Service Guest User.
h. Grant permission set assignments.

a. From Permission Set Assignments, click Edit Assignments.
b. Add the Field Service Guest User Permissions permission set.
5. Publish the site.
Create a Sharing Rule

Add a sharing rule to share service report records with the guest users.
EDITIONS
1. From Setup, in the Quick Find box, enter Security, and then select Sharing Settings.
2. For manage sharing settings, select Document Recipients.
orgs) and Lightning
Experience

features, managed
Editions.
3. Under Sharing Rules, click New.
The Field Service
4. For Rule Type, select Guest user access, based on criteria.
5. Enter the sharing criteria. managed package and
a. For Field, select Status. permission set license are
required.
b. For Operator, select not equal to.
c. For Value, enter Completed.
USER PERMISSIONS
6. Select to include records owned by high-volume users.
To create a sharing rule:
7. Share the rule with <Your Site Name> Site Guest User. • Customize Application
8. Save the rule.
597
Signature
Create a Message Template for Contactless Signature

Create a template for the message sent to customers for signing the service report.
EDITIONS
1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
2. To create the template, click New Template.
3. In the Information area, enter the template name, developer name, and the message that the orgs) and Lightning
customer receives. Experience
4. Add the URL placeholder to your message. The URL enables customers to navigate to the The Field Service core
Experience Builder site that you configured for service report details and signatures. features, managed
a. For Related To, select Document Recipient. package, and mobile app
b. For Field, select Digital Signature URL.
c. Click Insert. Editions.
The URL placeholder looks like The Field Service
this:{!DocumentRecipient.DigitalSignatureUrl} Appointment Assistant
managed package and
6. Save your changes. required.
USER PERMISSIONS
To create a message
template:
598
Signature
Set Up Contactless Signature Flows

Create your own version of the flows based on the templates in the Appointment Assistant package.
EDITIONS
2. To create your own copy of the Create Service Report and Document Recipient flow, open
the flow, click Save As, and activate the flow.
orgs) and Lightning
3. Add your site’s URL to your Generate and send URL to Contact flow. Experience
a. In Experience Builder, click Settings The Field Service core
b. From Published Status, copy your site’s URL. features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS

• Manage Flow
599
Signature
c. Open the Generate and send URL to Contact flow.

d. In the flow, open the Get URL apex action.
e. In SiteURL, this URL appears: ?drId={!$Record.Id}&expiration=60&type=Default
Add your site’s URL at the beginning. For example:
https://example.com/ContactlessSignature?drId={!$Record.Id}&expiration=60&type=Default
You can leave the rest of the URL as is, or you can change these details.
• Expiration—60 is the number of minutes the URL is valid for from the time it’s generated. You can change this number
according to your needs.
• Type—Default is the signature type defined in your service report template. If you’re not using the default type of digital
signature, change the type to the one that’s used in your service report.
4. To use email, click Save As, and activate the Generate and send URL to Contact flow.
5. To use SMS, delete the Send URL action, and create a new action.
c. In the Action field, enter Messaging Notification.
d. Turn on these options to include them.
• Context Record ID
• Recipient Phone Number
• Recipient Record ID
e. Fill in these fields.

• Label—A name you choose
• API Name—A name you choose
• Messaging Channel Unique Name—Developer name of your Contactless Signature messaging channel
• Messaging Template Unique Name—Developer name of the Messaging template that you created for Contactless Signature
messages
• Context Record ID—The Document Recipient ID
• Recipient Phone Number—The contact phone number used for sending the message. To populate this field, enter contact,
and select Contact from Get_Contact. Then select the required phone field. For example, if you select Mobile Phone, the
field looks like this: {!Get_Contact.MobilePhone}
• Recipient Record ID—The RecipientId from the DocumentRecipient record
f. Click Done.
g. Click Save As, and activate the Generate and send URL to Contact flow.
600
Signature
Add a Quick Action

Create an action to send customers a link to the Contactless Signature page.
EDITIONS
1. Create the action that shares the service report with the customer.
a. From the Object Manager in Setup, choose the object that includes the contact information
and the service report (Service Appointments, Work orders, or Work Order Line Items).
orgs) and Lightning
b. Click Buttons, Links, and Actions. Experience
c. Click New Action. The Field Service core
d. For Action Type, select Flow. features, managed
e. For Flow, select your copy of the Create Document Recipient and Service Report flow.
f. Fill in the rest of the fields, and save your changes. Unlimited, and Developer
Editions.
2. Add the action to the mobile layout.
The Field Service
a. From the Object Manager, click Page Layouts, and open the mobile layout.
b. From the layout editor, select Mobile & Lightning Actions. managed package and
c. Drag your action into the Salesforce Mobile and Lightning Experience actions. permission set license are
required.
USER PERMISSIONS
SEE ALSO:
To create quick actions and
Connect a Flow to the Field Service Mobile App add them to page layouts:
601
Signature
Expose the Document Recipient Object’s Status Field

The Document Recipient object’s Status field must be visible for the Contactless Signature flow.
EDITIONS
1. From Setup, go to the Object Manager tab.
2. In the Quick Find box, enter Document Recipient, and then select Document Recipient.
3. Click Fields & Relationships, and then select Status. orgs) and Lightning
4. Click Set Field-Level Security, and make the field-level security visible for all profiles. Experience

features, managed
Editions.
The Field Service

managed package and
required.
USER PERMISSIONS
To customize field settings:

602
Field Service Set Up Surveys for Field Service Appointment Assistant
Set Up Surveys for Field Service Appointment Assistant

Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys
EDITIONS
requires a license that isn’t integrated with the Appointment Assistant license. You can also choose
to integrate with GetFeedback. Available in: both Salesforce
Before you set up the flow for Salesforce Surveys, you must: Classic (not available in all
orgs) and Lightning
• Enable Salesforce Surveys.
Experience
• Grant permissions that allow your customers to access the survey. See Give Guest Users
Permission to Respond. The Field Service core
features, managed
• Create a Salesforce Survey that you can send to your customers. See Create a Survey.
• Add a custom field to the Service Appointment object as a placeholder for the link to the survey. are available in Enterprise,
To set up the flow to send Salesforce Surveys, complete these steps. Unlimited, and Developer
Editions.
Salesforce Surveys require a
2. Click New Flow.
license that isn’t integrated
3. Select Record-Triggered Flow, and click Create. with the Appointment
4. In the Configure Start window: Assistant license.
a. In Object, enter Service Appointment.

USER PERMISSIONS
c. In Condition Requirements, select All Conditions Are Met (AND). To set up surveys:
• System Administrator
d. For Field, enter Status. profile
e. For Operator, select Equals.
f. For Value, enter Completed.
g. In When to Run the Flow for Updated Records, select Only when a record is updated to meet the condition requirements.
h. Click Done.
5. Create a resource for the Experience Site name.

a. From the Toolbox, click New Resource.
b. For Resource Type, select Variable.
c. For API name, enter SiteName.
d. For Data Type, select Text.
e. In Default Value, enter your Experience Site name.
f. Click Done.
6. Create a resource for the survey ID.

a. From the Toolbox, click New Resource.
b. For Resource Type, select Variable.
c. For API name, enter SurveyID.
d. For Data Type, select Text.
e. In Default Value, enter your survey record ID.
603
Tip: To find your survey record ID, from the App Launcher, find and select Surveys, and click the name of your survey.
Then, copy the ID from the URL.
f. Click Done.
7. Get the Experience Site ID.

b. Under Data, select Get Records.
d. For Object, select Network.
e. In Condition Requirements, select All Conditions Are Met (AND).
f. For Field, enter Name.
g. For Operator, select Equals.
h. For Value, enter the resource that you created for the Experience Site name.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Where to Store Values, select In separate variables.
k. For Field, select Id.
l. For Variable, click in the field and select New Resource.
• For Resource Type, select Variable.
• For API name, enter SiteID.
• For Data Type, select Text.
• Click Done.
m. Click Done.
8. Create and save the Survey Invitation object.

b. Under Data, select Create Records.
d. For How to Set the Record Fields, select Use separate resources, and literal values.
e. For Object, select Survey Invitation.
f. Set the field values.
604
g. Select Manually assign variables.

h. For Variable, click in the field and select New Resource.
a. For Resource Type, select Variable.
b. For API name, enter SurveyInvitationID.
c. For Data Type, select Text.
d. Click Done.
i. Click Done.
9. Create and save the Survey Subject to link the survey to the service appointment record.
b. Under Data, select Create Records.
e. For Object, select Survey Object.
g. Click Done.
10. Get the Survey Invitation, and save the survey link.
b. Under Data, select Get Records.
d. For Object, select Survey Invitation.
e. In Condition Requirements, select All Conditions Are Met (AND).
f. For Field, enter Id.
g. For Operator, select Equals.
h. For Value, enter SurveyInvitationId.
i. For How to Store Record Data, select Choose fields and assign variables (advanced).
j. For Where to Store Values, select In separate variables.
k. For Field, select InvitationLink.
l. For Variable, select SurveyInvitationLink.
m. Click Done.
11. Update the Service Appointment custom field that you created to hold the survey invitation link.
605

d. For Field, select the custom field that you created on the Service Appointment object.
e. For Value, select SurveyInvitationLink.
f. Click Done.
12. Create a messaging template.

a. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Templates.
b. To create the confirmation template, click New.
c. In the Information area, enter the template name, developer name, and the message that the customer receives.
d. Add the URL placeholder to your message. The URL enables customers to navigate to the Experience Site that you configured.
a. For Related To, select Service Appointment.
b. For Field, select a placeholder for the survey link.
c. Click Insert. The URL placeholder is added to the message.
e. In the Channels area, select one or more channels.

13. Send an SMS with a link to the survey.

a. Open the survey flow.
b. To add an element to the flow, hover over , and click .
c. Under Interaction, select Action.
d. For Action, select Messaging Notification.
e. Enter a name for the label. API Name is populated based on the label name.
f. For Messaging Channel Unique Name, enter the messaging channel’s developer name.
g. For Messaging Template Unique Name, enter the messaging template’s developer name.
h. Include the Context Record ID, and then select Record.Id.
i. Include the Recipient Phone Number, and then select Record.Contact.MobilePhone.
j. Include the Recipient Record ID, and then select Record.Contact.Id.
k. Click Done.
606
Field Service Field Service Mobile App

The Field Service mobile app for Android and iOS is an all-in-one tool optimized for a modern mobile
EDITIONS
workforce. Designed as an offline-first app, you can work and have your changes saved without
internet connectivity. And the app is highly customizable to meet your business needs. Available in: both Salesforce
Review this table to learn what the app has to offer. If you aren’t yet using Field Service in Salesforce, Classic (not available in all
see Set Up Field Service before getting started with the app. orgs) and Lightning
Experience
Feature Description The Field Service core
Offline capability The app works offline, so mobile workers can features, managed
complete their work even with limited or no package, and mobile app
network connectivity. are available in Enterprise,
Push notifications Push notifications help your mobile workforce Editions.
stay up to date, making sure they never miss an
To access the Field Service
important event.
mobile app, users need the
Custom branding Brand the app to give it your company’s look Field Service Mobile user
and feel. license.
Configurable layouts Flexible layouts let you choose what record

information to display to your users.
Configurable actions Configure quick actions to help users quickly

complete common tasks, pass record data to
other apps, and build flows to guide your team
through collecting information and finalizing
jobs.
Chatter Communicate with dispatchers, partners, and

customers using Chatter.
607
Field Service Field Service Mobile App
Feature Description
Site user access Give members of your Experience Builder site—like
contractors—custom access to your field service operation.
Geolocation tracking Keep tabs on service resources and enable smarter scheduling with
resource geolocation tracking.
Service reports Create previewable service reports summarizing field service visits.
Seal the deal by capturing customers’ signatures on the reports.
Salesforce Knowledge integration Attach specs, instructions, and best practices to work orders and
work order line items to keep relevant information at your team’s
fingertips.
Work order overview screen Help your team quickly find the information they need to complete
assignments. The work order overview screen displays information
about a work order’s service appointments, line items, asset history,
and more.
Inventory tab Let your team manage track consumption, request products, and
view their inventory from the app.
Appointment Assistant Give customers temporary, live tracking of Salesforce Field Service
mobile workers.
SEE ALSO:
Field Service Mobile App Considerations
Field Service Mobile App Requirements
Using the Field Service Mobile App
Trailhead: Boost Field Service with Mobile
608
Field Service Field Service Mobile App Requirements

Learn about the mobile app’s device, connectivity, edition, and license requirements.
EDITIONS
Devices Available in: both Salesforce

To allow for innovation and to keep Salesforce current in the rapidly evolving mobile market, orgs) and Lightning
minimum platform requirements are subject to change at the sole discretion of Salesforce, with or Experience
without advance notice.
features, managed
Supported Devices Recommended Devices Supported Other
Mobile Requirements
Operating
System
Editions.
Android: All major Android Android: The app is optimized Version 9.0 and • Google
devices with at least 3 GB of for Samsung and Google Pixel later Play mobile app, users need the
memory are supported. devices, such as Samsung Services Field Service Mobile user
Galaxy Tab Active3, Samsung version license.
A5, and Google Pixel 5. 18.0.0 and
later
• Minimum
Android
WebView
version is
90.0
• Wi-Fi
• GPS
iOS iOS Version 15.0 None

• iPad: • iPad: and later
– iPad 5th generation – iPad 9th generation

and later and later
– iPad Air 2nd generation – iPad Air 4th
and later generation and later
– iPad Mini 4 and later – iPad Mini 6th
– iPad Pro all models generation and later
– iPad Pro 11 inch, 2nd
• iPhone:
generation, and later
– iPhone 8 and iPhone 8 – iPad Pro 12.9 inch, 4th
Plus generation, and later
– iPhone X
• iPhone:
– iPhone XR, iPhone XS,
and iPhone XS Max – iPhone 11, iPhone 11
Pro, and iPhone 11 Pro
– iPhone 11, iPhone 11
Max
Pro, and iPhone 11 Pro
Max
609
Field Service Field Service Mobile App Requirements
Supported Devices Recommended Devices Supported Mobile Other

Operating System Requirements
– iPhone 12 Mini, iPhone 12, iPhone – iPhone 12 Mini, iPhone 12, iPhone
12 Pro, and iPhone 12 Pro Max 12 Pro, and iPhone 12 Pro Max
– iPhone 13 Mini, iPhone 13, iPhone – iPhone 13 Mini, iPhone 13, iPhone
– iPhone 14, iPhone 14 Plus, iPhone – iPhone 14, iPhone 14 Plus, iPhone
– iPhone SE 1st generation and later – iPhone SE 2nd generation and later
Because we enhance functionality with every release, we support the latest version of the Field Service app available in Google Play or
the App Store only.
Note: To protect your company data, we only support OS versions that get security updates from the device manufacturer.
For optimal performance, keep your mobile devices’ operating systems updated and upgrade to the latest model of devices as allowed
by your mobile plan. When you update the Field Service mobile app, sometimes you must remove support for older operating systems,
and newer operating systems don’t always perform well on older devices.
Salesforce Customer Support uses commercially reasonable efforts to troubleshoot issues with the Field Service app, provided:
• A user’s device meets current minimum platform requirements
• Field Service app users have the most recent version installed
Wireless Connection
The Field Service app is optimized for offline performance, but a Wi-Fi® or cellular network connection is needed for the app to communicate
with Salesforce. For cellular connections, a 3G network or faster is required. For the best performance, we recommend using Wi-Fi or
LTE.
SEE ALSO:
Give Users Access to the Field Service Mobile App
610
Field Service Field Service Mobile App Considerations

Review considerations for the Field Service mobile app for Android and iOS.
EDITIONS
Service Appointments Available in: both Salesforce

• The Recently Viewed service appointments list view shows all service appointments assigned orgs) and Lightning
to a user even if the user hasn’t viewed them. Experience
• Service appointment list views of more than 2000 don’t display labels as dropdown values on The Field Service core
the mobile app’s Schedule tab. features, managed
• The schedule list isn't refreshed unless the ScheduleUpdateFreq timeout value is reached. package, and mobile app
• If you’re using Appointment Assistant, when a mobile worker manually updates the status of are available in Enterprise,
a service appointment by directly editing the record, Appointment Assistant is triggered. It’s Unlimited, and Developer
Editions.
also triggered when the appointment gets updated through a flow or an automatic status
change. When a Lightning web component updates the same status, Appointment Assistant To access the Field Service
isn’t triggered. mobile app, users need the
Field Service Mobile user
license.
Service Reports
• Users can’t select a template when creating a service report in the mobile app. Instead, a
template is selected based on this order:
1. The work order template
2. The work type template
3. The standard template
• Service report previews have these limitations:

– Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is
online.
– The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews
can be out of date. This limitation applies to online and offline service report previews.
– If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
– Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
– Roll-up summary fields are blank.
– Related lists behave differently in mobile previews.
• The order of records in related lists can differ between the preview and the printed report.
• If a service report template includes a related list, the list populates only if it's on the page layout of the record that the service
report is being generated for.
• On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout
to appear on the preview.
– These elements aren’t visible:

• Cases related list
• Headers and footers
• Organization fields
• Certain data fields
611
• Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout
• The Digital Signature object Place field isn’t supported.

• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text
fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the
service report is generated.
• The signature image doesn't appear when mobile workers create multiple service reports offline from the same record on the Field
Service mobile app.
Inventory Management
• If you use the setting Enable Multiple Locations, the Add and Add All buttons are removed from the Product Required screen.
Instead, manually add the required products for multiple inventory locations.
• When using multiple inventory locations, a maximum of 10 locations per location type are shown and primed.
• A maximum of 1,000 products are shown in inventory lists and is the maximum number of products that can be primed.
Chatter
• The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab
in Android is supported only on the work order, work order line item, and service appointment objects.
• (Android only) Chatter is disabled when the app doesn’t have internet connectivity.
Knowledge
• (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce
don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue
by selecting the option to use POST requests for cross-domain sessions. Find this option on the Session Settings page in Setup.
• (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
• (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the
related list.
• (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
• If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that
language. If the device isn’t running in a supported language, no knowledge articles are shown.
Barcode Scanner
For a list of supported barcodes, see Supported Bar Codes.
Briefcase Builder
• Related lists don't work offline when the records are primed with Briefcase Builder.
• The Product object in the Inventory tab isn’t supported.
612
Flows
• Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and
country that comprise the compound field must be used instead.
• Select formula functions and operators are available offline.
• Backslash \ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields.
• Core screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported.
• Email alert actions aren’t supported in flows.
• Paused flows aren’t supported. If you leave a flow in progress or exit the Field Service mobile app, you can’t resume the flow where
you left off.
• The wasSelected operator can’t be used in decisions.
• For eval() functions, the boolean values true and false are case-sensitive.
• Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported.
• Apex classes aren’t supported in flows.
• Fault connectors aren’t supported in flows.
• When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation
screen to show which images were uploaded. Videos and other file types aren’t supported.
• Flows don’t support the following elements. Adding these elements to a flow causes it to display an error.
– Lightning components (except for file upload)
– Output parameters on file upload except for “Uploaded File Names”
– Choice resources with Display Text Input enabled
– Actions with output parameters
Note: Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not
supported.
• Flows don’t support the Section screen component.

• Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the
picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of
the default value in the object’s screen picklist value.
• In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None--
is a null value that allows the field to be optional.
• Flow picklists use the values of the choice set from which the default value is assigned.
• Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported.
• Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements.
• Flow text areas have a 2,000-character limit.
• Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons
for user choices, the data doesn’t render accurately.
• Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was
made. However, the component used to make the selection, such as a picklist, saves that value for later use.
• Custom Logic and the or operator within Get elements and the record choice set variable aren’t supported in the Field Service
mobile app.
• When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data.
613
• Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element
to query from these records. To resolve this issue, log out and then back into the mobile app.
• Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged
package instead. This error only occurs on the mobile app.
• HTML text isn’t supported in Flow builder.
• Mobile flows support only these global values:
– $Flow.CurrentDateTime
– $Flow.CurrentDate
– $GlobalConstant.EmptyString
• Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values.
• If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value
and not the picklist choice set assigned to it.
• Running a flow as another user isn’t supported.
• Only the following assignment operations for collections are supported:
– Add
– Equal
– Equals Count
• Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen.
Otherwise, values are displayed as a dropdown list.
• When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around
this behavior, add additional items to the picklist.
• In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met:
– The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store
is nulled.
– The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference.
Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter.
– The parent record identified by the parent ID has dynamic choice type configured as a related list.
• Flows can have up to nine conditions in a decision element.

• Record Choice Sets created using the AttachedContentDocuments objects on a Work Order or other supported object don't work
in the mobile app. The mobile app doesn't support showing a related list for files within a flow.
• When using the NOW() formula in fields, create a separate formula resource that resolves to NOW(), and use that resource in the
validation field. Doing so ensures the latest timestamp is used on the flow launch.
• Flows retain variable values after they’re entered. Clicking the Back button in a flow doesn’t clear the value.
• In field service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t
the newly created record’s ID. To access the cache ID in a Flow on the app, you must turn on the option "Use separate resources,
and literal values" in the Create Record element.
• Chaining of formulas in the same flow step isn’t supported.
• Collection Choice Sets aren’t supported in flows.
• Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app.
• When a mobile flow contains an image, the BeforeInsert trigger in Apex can cause an error.
• To remove access to custom objects, log out and then back into the mobile app.
614
Lightning App Extensions

• The Salesforce app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab. However, the Lightning
Page Tab name can’t have any spaces in it.
Work Orders
• To numerically sort work order line item records, use this format:
– Add a zero, if needed, to create a two-digit number. For example, 02 correctly sorts before 12.
– If 100 items or more are required, create a text field and add numeric values prepended by zeros to create a three-digit number.
Then, sort on that field. For example, 002 and 012 correctly sorts before 100. However, Field Service on desktop doesn’t support
preceding zeros. To sort correctly on the desktop, define the sort order by 10 on a number field of a custom object, for example,
10, 20, 30.
• For the Overview tab to be visible, work order line item page layouts must include the Asset field and the Service Report related list.
• Searching the price book fails if you assign rich text area fields to the Product object’s search layout.
• Work orders allow a maximum of 1,000 work steps per work order. However, the total length of all fields in the Work Order object
must not exceed 20,000 characters. If you exceed this limit, some work steps don’t appear in the mobile app.
General Limitations
• When displaying related lists in the mobile app, such as the work order line items for a work order, users see an accurate record
count of up to 2,000 records. More than 2,000 records are indicated as 2,000+, but no more than 2,000 records are retrievable.
• Plain text fields no longer support rich text or HTML content.
• Time fields without a date aren’t supported in the Field Service mobile app.
• Under the profile tab, only 10 resource absence records are displayed.
• The Notes related list isn’t supported.
• Under the Files related list, only 50 files are displayed.
• Visualforce pages aren’t supported in the app, including actions and Visualforce components on page layouts.
• Lightning Component and custom override quick actions aren’t supported.
• Lookup filters aren’t supported.
• Enhanced notes aren’t supported.
• Users aren’t able to change the ownership of objects like Service Appointments or Work Orders.
• In some countries, certain mapping features, such as driving directions and ETA, aren’t supported for Apple or Google maps.
• Google Maps is the only supported mapping application for features in the Field Service app.
• If a user’s device is offline, its location data can’t be accessed. When the device is back online, its last known location is sent to
Salesforce.
• The Contact Card section on the Work Order Overview screen displays the contact associated with the Service Appointment, rather
than the Work Order. To view the Contact Card, make sure to populate the Contact field of the Service Appointment.
• Paging isn’t supported for SOQL queries. The maximum number of records a query can return is 2,000.
• Formulas aren’t supported on the Details tab.
• If a default list view is selected, all list views that a user has access to display in the app. There’s no way to hide or suppress specific
list views in the Field Service app.
• If a selected picklist value is inactive, it isn’t shown in the Field Service app, but it’s shown on the Field Service desktop application.
615
• If the launch field value passes a URL from a formula field value, App Extensions throw an error that a required app isn’t installed.
• Default values in Time Sheet Entry fields don’t populate on the Field Service mobile app.
• If the currency field is updatable, it’s displayed as a number without a currency symbol and obeys the field decimal places setting.
However, if the currency field isn’t updatable, it’s displayed as a number with a currency symbol and two decimal places only.
• When a currency field supports multiple currencies, only the set amount shows in the mobile app. Currency conversions aren’t
displayed.
• If the record type field isn’t on the page layout when a resource absence is created, the default record type is automatically set. To
work around this issue, add the Record Type field to the resource absence page layout.
• User Profile on the User page and RecordType on the Work Order Details page aren’t supported as layout objects, but they can
appear as links in the Field Service mobile app. Clicking these objects shows an error message and a blank screen.
• Quick action values aren’t updated when working offline.
• Notification settings use the mobile settings assigned to the user initiating the request, not the user receiving the request.
• Quick actions can override the permission "accurate record dates for offline", causing inaccurate logging after the app comes back
online.
• If an object hasn't been primed or previously accessed, including new records, it isn't visible from another object’s UI.
• When launching the mobile app, the lock screen keeps the same screen orientation, which can’t be changed by rotating the device.
To change the lock screen orientation, close the mobile app, change to the desired orientation, then relaunch the mobile app.
• Custom icons in Quick Actions aren’t supported.
• Mobile Extension Toolkit (MET) isn’t supported in Salesforce Lightning Design System (SLDS). Customers must migrate their MET to
a Lightning web component (LWC) for use with SLDS.
• During OAuth 2.0 authentication, Salesforce creates a temporary short-term session to bridge the gap between login and the
Salesforce authorization (Allow Access) screen. This temporary session, which uses a cookie, isn’t tied to the OAuth refresh or access
token and therefore isn’t invalidated at logout. Instead, the session remains valid until it expires. The most recently authenticated
customer remains logged in until the temporary session expires and they’re temporarily unable to log out. These sessions have an
intentionally short lifetime, after which the user can log in normally.
Android Only
• The Event Insights card is available only on Android devices.
• Some device makers prohibit using commas as a decimal separator in their standard app keyboards. To work around this issue,
download a new keyboard app, or copy and paste the comma from another input in the application.
• By default, you must use a Lightning app extension to automatically open records in the Salesforce app.
• Features that use Google services like push notifications and Google maps aren’t supported in China.
• Related list file previews are limited to .pdf, .html, and .txt file types. To view other file types you must have third-party apps installed.
For example, to view spreadsheets you must download an application like Google Sheets.
• Dark mode isn’t supported.
• Some Android devices running Android 11 reset flow states when the device screen is rotated. To avoid this issue, lock the device's
screen rotation.
iOS Only
• iOS devices automatically stay awake during priming without the user tapping the screen. If low power mode is on, the device
doesn’t stay awake during priming.
• Quick actions with default values can take up to a minute to render during poor or unstable network connectivity.
• Custom list views can take a minute or more to sync.
• Only plain text is supported for rich text fields.
• Default values aren’t available in offline mode.
616
Field Service Offline Considerations in the Field Service Mobile App
• Lookup fields like Account aren’t supported on the Schedule, Work Order, and Work Order Line Item tabs.
• Custom override on actions isn’t supported, including custom override on lookup logic.
• Apple limits what apps can do while in the background or when the device is locked, which is important when priming. Always
prime to completion before going offline.
• In iOS14 and later, the Field Service mobile app doesn’t comply with the default app settings you set. For example, if you choose
Outlook or Gmail for email, Field Service ignores the setting and instead uses the iOS Mail app, which is the Field Service default.
• Actions in landscape orientation aren’t supported. Actions are only shown in portrait mode.
• iOS has a 24-hour format setting that overrides other time settings regardless of the device's region or locale. This format override
impacts some components, such as the date and time picker and flow fields.
• You can’t copy and paste data from apps that aren’t Salesforce, such as Safari, when DISABLE_EXTERNAL_PASTE is set to TRUE in
the connected app settings.
• In iOS 15, the iPad calendar view doesn’t show dots to indicate that a service appointment exists.
• In iOS, an ETA and driving directions are provided only if the user is within 1000KMs of the destination.
SEE ALSO:
Offline Considerations in the Field Service Mobile App

Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn
EDITIONS
how to use the Field Service mobile app when offline.
The Field Service mobile app can work effectively when offline. You may notice some slight Available in: both Salesforce
differences. For example, when you create an object offline, it doesn’t display fully until your device Classic (not available in all
syncs with the server. orgs) and Lightning
Experience
The following topics describe how to prepare the mobile app for offline use, and what features
work differently when offline. The Field Service core
features, managed
Topic Description package, and mobile app
Offline Priming Before using the app offline, sync the app while Unlimited, and Developer
online. To learn more, see Offline Priming on Editions.
page 683.
Initial Field Values The initial values shown in a field can be mobile app, users need the
different when offline. To learn more, see Initial Field Service Mobile user
Field Values on page 625. license.
Flows Flows cannot retrieve additional information

beyond what’s available in the cache. Offline
execution may prevent some lookups from
returning all the expected information. You can
encounter an error in this situation.
617
Field Service Field Service Mobile Security
Topic Description
Date/Time • Date/Time fields sync to the server when the app comes back
online. The date and time does not reflect the date and time
when the record was created and/or updated.
• To reflect the actual creation or updated date and time, contact
Field Service Support to enable the option Accurate Record
Dates for Offline for your org.
• If you use the 'NOW()' function with your Date/Time fields, the
value still reflects the date and time the record synced to the
server instead of the current date and time.
• To keep the offline date/time value when a service
appointment record is updated on the app, save the
LastModifiedDate value to another date/time field in the same
service appointment record.
• The Date column in the service appointment History tab does
not reflect the offline date/time that update was made on
the app if a consecutive update is triggered. To retain the offline
date/time value in such a case, save the LastModifiedDate value
of that service appointment record to another date/time field
in the same service appointment record.
SEE ALSO:
Offline Priming in the Field Service Mobile App
Initial Field Values in the Field Service Mobile App
Field Service Mobile Security

Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS).
EDITIONS
The Field Service App is built with the Salesforce Mobile SDK. The Salesforce Mobile SDK provides
a set of low-level services that include security and authentication to applications that are built Available in: both Salesforce
using this framework. Classic (not available in all
orgs) and Lightning
For information about data protection regulations and Service Cloud, see Data Protection and
Experience
Privacy.
features, managed
Local Encryption at Rest package, and mobile app
Encryption boosts the security of your customers’ data and helps you comply with privacy policies, are available in Enterprise,
regulatory requirements, and contractual obligations. Shield Platform Encryption and Field Audit Unlimited, and Developer
Editions.
Trail are supported for the following fields on work orders, work order line items, and service
appointments: To access the Field Service
• Description mobile app, users need the
• Subject license.
• Address (Street and City only)
618
To encrypt these fields, add them to your Encryption Policy in Setup. The Subject and Address fields support both probabilistic and
deterministic encryption, while the Description field supports only probabilistic encryption. If Field Audit Trail is enabled, you can set
field history data retention policies for the fields whose data you want to retain.
Important:
• Encryption is not supported for the Latitude and Longitude fields, which could be used to pinpoint an address.
• When you encrypt a field, existing values aren’t encrypted. Contact Salesforce for help with encrypting existing data.
Table 2: Offline Data

Salesforce App Field Service App
Offline data is stored using Core Data, and encrypted using Data is stored using the Sqlcipher provider for Sqlite3. Cached data
NSFileProtectionCompleteUntilFirstUserAuthentication. This is purged based on a least-recently-used cache policy.
authentication dictates how passcodes are exposed internally to
access the offline data. The passcode for the offline data is removed
from the local keychain when Salesforce is closed or running in
the background. Salesforce offline data is only accessible when the
app is open and in the foreground.
Table 3: Files and Attachments

Files and attachments are stored on the device’s file system in a Files are stored in an iOS sandboxed directory and are also
double-encrypted format. The device’s hardware encryption encrypted by application encryption. While viewing, files are
encrypts the files while the device is locked. In addition, Salesforce temporarily unencrypted in another sandbox directory, but are
encrypts using an AES algorithm (128-bit block size and 256-bit erased when the app is in the background or when the viewer is
key size). When the file is viewed, there's a temporary unencrypted dismissed. Also, the temp directory is cleaned when the application
copy kept on the file system (removed when the 'viewing' is launched.
operation is complete).
Table 4: Chatter Feed Data

Feed data is stored using Core Data, and encrypted using All Chatter feed data is stored with the Sqlcipher provider for
NSFileProtectionCompleteUntilFirstUserAuthentication. This Sqlite3. Cached data is purged based on a least-recently-used cache
authentication dictates how passcodes are exposed internally to policy.
access the feed data. The passcode for the feed data is removed In addition, Feed functionality is provided by a shared component,
from the local keychain when Salesforce is closed or running in which makes the experience on iOS and Android the same.
the background. Salesforce feed data is only accessible when the
app is open and in the foreground.
Also, the feed data storage is time-based. The feed cache purges
items older than one week, unless the remainder of feed items is
fewer than 25 items. Also feeds that have more than 500 items
have their excess items removed.
619
Server-Side Encryption at Rest

Salesforce provides encryption abilities for data at rest on the Salesforce servers. The Platform Encryption feature allows customers to
create policies at the field-level to encrypt sensitive data. This feature supports custom objects, and a subset of standard fields on standard
objects. As of the time of this writing, encryption is supported for some fields on the following standard objects: Account, Contact,
Opportunity, Lead, Case, and Case Comment.
Custom fields on these or other objects can be encrypted assuming that they use data types that can be encrypted.
Encrypting Data in Transit

Data transmitted to and from the Salesforce server is protected using SSL. Authentication, access controls, and digital signatures are
protected using SHA-256.
User Authentication
the Salesforce mobile app supports certificate-based login, whereby Certificate-based authentication is a function of the Identity
the customer can push a unique certificate to the device using Provider. Files are stored in the application directory and are
Mobile Device Management (MDM). The certificate can encrypted using application encryption. The files are decrypted
authenticate the user to Salesforce. while viewing and deleted after the view operation is complete.
Alternatively, Salesforce’s Lightning Login feature has multifactor The directory is cleared when the user logs out.
authentication from the Salesforce Authenticator app. The factors
are:
• What you have: The mobile device
• What you are: If fingerprint biometrics is enabled on the device
• What you know: if the device is enabled for PIN-based login.
Lightning Login is only enabled on devices that have either PIN or
fingerprint enabled.
Trusted IP Ranges
Logins to the Field Service mobile app can be restricted to specific trusted IP ranges, which is also true for the Salesforce mobile app.
You can implement this using a Virtual Private Network (VPN) solution on mobile devices. After logging in to VPN, users can log in to
the app. Afterwards, the user can log in to Salesforce.
Device Identification
Salesforce is piloting a new feature to track device fingerprints accessing the Salesforce services. The feature supports the ability to see
who logged in with a particular device and to revoke access to specific devices.
Handling Sensitive Data

To prevent leakage of sensitive data, Salesforce apps support four settings to limit data exfiltration on a mobile device.
620
• DISABLE_EXTERNAL_PASTE : Allows users to copy-and-paste data within the app, but prevents users from pasting data copied
from the app to other apps or OS features.
Note: This feature does not work on Samsung phones (and other manufacturers of Android phones) where a custom clipboard
implementation is used.
• FORCE_EMAIL_CLIENT_TO : If a user taps on an email action within the app, the user is directed to the email app specified in the
attribute value.
• SHOW_OPEN_IN : Prevents users from opening files in applications outside of the app.
• SHOW_PRINT : Used to disable printing from within the app.
The following table shows the level of support for these features in the Field Service mobile app as well as the Salesforce mobile app.
Setting Supported on Field Service Mobile Supported on Salesforce Mobile

DISABLE_EXTERNAL_PASTE (Default: FALSE)
FORCE_EMAIL_CLIENT_TO
SHOW_OPEN_IN (Default: TRUE)
SHOW_PRINT
The Field Service Mobile app settings are non-restrictive by default. To change a setting from the default value, go to Setup.
Enter Connected Apps in the Quick Find box, select Manage Connected Apps, then click the name of the Field Service connected
app. Update the attribute from the Custom Attributes section on the connected app page.
Mobile Device Management

Salesforce provides an extra level of security compliance with the most popular Mobile Device Management (MDM) suites. Both Android
and iOS, with an MDM, give you enhanced functionality for distribution and control over your users’ devices. The enhanced security
functions, when you combine Salesforce with an MDM, include certificate-based authentication and automatic custom host provisioning.
MDM Supported on Field Service Mobile Supported on Salesforce Mobile

RequireCertAuth
AppServiceHosts
AppServiceHostLabels
OnlyShowAuthorizedHosts
621
Field Service Field Service Mobile App Updates
MDM Supported on Field Service Mobile Supported on Salesforce Mobile

ClearClipboardOnBackground
SEE ALSO:
Encrypt New Data in Fields
Which Standard Fields and Data Elements Can I Encrypt?
Field Audit Trail Implementation Guide
Salesforce Mobile App Security Guide
Field Service Mobile App Updates

Stay in the know with Field Service mobile app minor release updates. Minor updates to the app
EDITIONS
are released every two weeks. See the current release notes for changes made during the Salesforce
three-times-a-year releases. Available in: both Salesforce
orgs) and Lightning
June 2023 Experience
Features or changes released in June 2023
• Access Login Servers Instantly With a Single Click
Get users connected faster with deep link logins, which eliminate the need to enter tedious connection URLs manually.
When: This change applies to all customers as of June 05, 2023.
For more information, see Deep Linking Schema for the Field Service Mobile App.
July 2023
• Scan More Barcode Formats on a Mobile Device
The Field Service mobile app is now compatible with more barcode formats.
When: This change applies to all customers as of July 03, 2023.
For more information, see Supported Bar Codes.
622
Field Service Supported Data Types in the Field Service Mobile App
Supported Data Types in the Field Service Mobile App

Learn which data types are supported in the Field Service mobile app for Android and iOS.
EDITIONS
Data Type Supported Available in: both Salesforce
Auto Number Classic (not available in all
orgs) and Lightning
Formula Experience

Roll-Up Summary
features, managed
Lookup Relationships package, and mobile app
External Lookup Relationship Unlimited, and Developer
Editions.
Checkbox (Shows Yes/No.) To access the Field Service
Currency
Date license.
Date/Time (The following fields are not supported:

Scheduled End, Scheduled Start, Arrival Window
End, Arrival Window Start.)
Email
Geolocation
Number
Percent
Phone
Picklist (Picklists with fewer than six options are

shown in an expanded view.)
Picklist (Multiple Select) (Picklists with fewer than six options are
shown in an expanded view.)
Text
Text Area
Text Area (Long)
Text Area (Rich)
Text Area (Encrypted)
Time (Time fields without a date are not

supported.)
623
Field Service Supported Bar Codes
Data Type Supported

URL
SEE ALSO:
Customize the Field Service Mobile App
Supported Bar Codes

Learn about the barcodes that are compatible with the Salesforce Field Service Mobile App.
EDITIONS
To allow for innovation and to keep Salesforce current in the rapidly evolving mobile market,
minimum platform requirements are subject to change at the sole discretion of Salesforce, with or Available in: both Salesforce
without advance notice. Classic (not available in all
orgs) and Lightning
Experience
Supported Barcodes
features, managed
Device Barcodes
Android are available in Enterprise,
• Aztec
• Codabar Editions.
• Code-39
• Code-93 mobile app, users need the
• Code-128 Field Service Mobile user
license.
• Data Matrix
• EAN-8, EAN-13
• ITF
• PDF417
• QR Code
• UPC-A, UPC-E
iOS • Aztec
• Codabar
• Code-2 of 5 Interleaved, Code-2 of 5 Interleaved
Checksum
• Code-39, Code-39 Checksum, Code-39 Full ASCII,
Code-39 Full ASCII Checksum
• Code-93, Code-93i
• Code-128
• Data Matrix
• EAN-8, EAN-13
624
Field Service Initial Field Values in the Field Service Mobile App
Device Barcodes
• GS1 Data Bar, GS1 Data Bar Expanded, GS1 Data Bar Limited
• ITF-14
• Micro PDF417
• Micro QR
• PDF417
• QR Code
• UPC-E
Initial Field Values in the Field Service Mobile App

The initial value shown in a field when running a quick action depends on several factors.
EDITIONS
When running a quick action from the mobile app, like for creating a work order, it can be difficult
to identify where initial field values come from. Fields can have default values that you can find Available in: both Salesforce
using Object Manager. Also, quick actions can have predefined values for fields. We try to use a Classic (not available in all
predefined value as the initial value, and only use a different value when no predefined value exists orgs) and Lightning
or when offline. Experience
The following table lists the initial field values given different criteria. The Field Service core
features, managed
Action Does a Predefined Initial Online Value Initial Offline Value package, and mobile app
Value Exist? are available in Enterprise,
Create a new record Yes Predefined Value* None Editions.
No Default Value None To access the Field Service
Update an existing Yes Predefined Value* Existing Value
record
No Existing Value Existing Value license.
* Predefined values can contain formulas. A blank value appears if the server can’t resolve the formula.
SEE ALSO:
Set Predefined Field Values for Quick Action Fields
625
Field Service Download the Field Service Connected App

Before you configure user access and customize the Field Service mobile app, download the
EDITIONS
connected app.
The Field Service connected app is different from the actual Field Service mobile app, but equally Available in: both Salesforce
important. The connected app provides push notifications, geolocation services, and other app Classic (not available in all
settings related to service report generation and app customization. If your team uses mobile orgs) and Lightning
devices, open a new incognito/private browser window and download the connected app for Field Experience
Service. If you want to use a sandbox, change login.salesforce.com to The Field Service core
test.salesforce.com features, managed
Apple and Google Maps provide high-level route and ETA in the Field Service mobile app. To get package, and mobile app
this functionality, Android users must have the Apex Rest Services permission enabled for the mobile are available in Enterprise,
worker's user profile and access to the following classes: Unlimited, and Developer
Editions.
• FSL_RESTController_GoogleApis_Directions
• FSL_RESTController_GoogleApis_Requestor To access the Field Service
• FSL_RESTController_GoogleApis_Geo Field Service Mobile user
See Set Apex Class Access from the Class List Page. license.
To get detailed driving directions, both iOS and Android users can click the Get Directions button.
This links out to external mapping applications you have installed on your device. USER PERMISSIONS
To install connected apps

SEE ALSO: and update user
Give Users Access to the Field Service Mobile App permissions:
Using the Field Service Mobile App • Customize Application
626
Field Service Give Users Access to the Field Service Mobile App

To give your mobile workforce access to the Field Service mobile app, set them up with the right
EDITIONS
user license and permissions. These steps also apply to Experience Builder site users.
1. Assign the Field Service Mobile permission set to the user. Available in: both Salesforce
2. Create a Field Service Mobile permission set.
orgs) and Lightning
a. From Setup, enter Permission Sets in the Quick Find box, then select Permission Experience
Sets.
b. Click New. features, managed
c. Select the Field Service Mobile license from the picklist. package, and mobile app
d. Click Save.
e. Click System Permissions, then click Edit. Editions.
f. Select the Field Service Standard and Field Service Mobile system permissions. To access the Field Service
g. Click Save. mobile app, users need the
3. Customize the permission set’s object permissions. license.
Click Object Settings, then click an object’s name to modify its permissions. Save your changes
after modifying an object. At a minimum, app users need the following permissions. You can USER PERMISSIONS
assign additional permissions to objects such as assets, accounts, and products, as you see fit.
Object Name Object Permission Field Permission Needed • Manage Profiles and
Needed Permission Sets
To manage users:
Contact Read Email, Name, Phone, Title
• Manage Users
Service Appointment Read Appointment Number, To create service resources:
Created By, Created Date, • Create on service
Parent Record, Parent Record resources
Type, Parent Record Status
Category
Service Appointment Read, Edit Address, Contact, Owner,

Scheduled Start, Scheduled
End, Status, Work Type
Service Resource Read, Edit Active, User
Work Order Read, Create, Edit None
4. Assign the permission set to your mobile app users.

a. Click Manage Assignments, and then click Add Assignments.
b. Select all users who need the app permission set.
c. Click Assign.
5. Make sure the user has the API Enabled system permission set enabled. This permission set is assigned from either the user profile
or other permission set which includes the API Enabled system permission.
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a. Click System Permissions.

b. Click Edit.
c. Select API Enabled.
d. Click Save.
6. Create a service resource record for each user. For instructions, see Create Service Resources for Field Service.
Important: To use the Field Service mobile app, each user needs Read access to their service resource record. If you have
Service Resources set to Private in Sharing Settings, see Granting Access to Records with Manual Sharing for how to give your
users Read access, or consider implementing sharing rules.
7. (Android only) Add Apex class access to the user profile for Google Maps functionality.
a. From Setup, enter Profiles in the Quick Find box, then select Profiles.
b. Select the profile for the users who require access to Google Maps.
c. From the profile page, click Apex Class Access.
d. Click Edit.
e. Add the following Apex classes to the list of Enabled Apex Classes. These classes enable the Android Salesforce Field Service
mobile app to securely access directions and geo-coding information through Google Maps APIs:
FSL_RESTController_GoogleApis_Directions, FSL_RESTController_GoogleApis_Geo, and
FSL_RESTController_GoogleApis_Requestor.
f. Click Save.
SEE ALSO:
Granting Access to Records with Manual Sharing
Create Sharing Rules
Give Contractor Service Resources Access to the Field Service Mobile App
The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data with
contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database and
give them the access they need.
Create an Account and Contacts

Create an account that represents the contractor, something like Widget Corporation Contracting. Then create contacts linked to the
account. Create at least one contact for the contractor manager. If other contractors need access to Experience Builder sites, create
contacts for each user.
Set up Access and Permissions

Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner
Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution with
your company. Community licenses are required to access Experience Cloud sites.
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Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service Mobile
permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors (recommended)
and configure their object permissions.
Granting Access and Permissions to Contractors

To give your mobile workforce access to the Field Service mobile app, set them up with the right
EDITIONS
user license and permissions.
1. Assign the Field Service user license to the user. Available in: both Salesforce
2. Create a Field Service permission set.
orgs) and Lightning
a. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets. Experience
b. Click New. The Field Service core
c. Select the appropriate Field Service Mobile license for your contractor from the picklist, features, managed
whether that’s Customer Community Plus or Partner Community package, and mobile app
d. Click Save.
e. Click System Permissions, then click Edit. Editions.
f. Select the Field Service Standard and Field Service Mobile system permissions.
g. Click Save. USER PERMISSIONS
3. Customize the permission set’s object permissions by clicking Object Settings, then click an To grant access to
object’s name to modify its permissions. contractors
4. Assign the permission set to your mobile app users:
a. Click Manage Assignments, and then click Add Assignments.
b. Select all users who need the app permission set.
c. Click Assign.
5. Make sure the user has the API Enabled system permission set enabled. This permission set is assigned from either the user profile
or other permission set which includes the API Enabled system permission.
a. Click System Permissions.
b. Click Edit.
c. Select API Enabled.
d. Click Save.
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Field Service Customize the Field Service Mobile App
Customize the Field Service Mobile App

Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and
EDITIONS
create unique mobile experiences for different user profiles.
Important: Available in: both Salesforce

• Users must re-log in to the app to receive metadata updates like page layout changes. orgs) and Lightning
• Salesforce doesn’t recommend manually deleting metadata. If the mobile device goes Experience
offline immediately after metadata is deleted, data may not be available until the device
is back online. After metadata is deleted, refresh all application tabs—Schedule, Inventory,
features, managed
and Profile—by pulling down on each screen.
Editions.
Customize your page layouts and user permissions so that your team can take care of inventory
management tasks. For example, give mobile workers the ability to log product consumption, To access the Field Service
create product requests, and keep their service vehicle inventory current. Inventory management mobile app, users need the
is supported on both Android and iOS. Field Service Mobile user
license.
Customize the Field Service Mobile App by User Profile
Assign unique configurations of mobile app settings to different user profiles to accommodate
the needs of contractors, supervisors, and other app users.
Customize Screens in the Field Service Mobile App
Control which fields users see in the Field Service mobile app by updating page and search layouts.
Add a Profile Tab Background Image in the Field Service Mobile App
Add a background image to customize the Profile Tab in the Field Service Mobile App.
Customize Push Notifications for the Field Service Mobile App
Push notifications alert your mobile workforce to approaching appointments and scheduling changes.
Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.
Set Up Custom Actions in the Field Service Mobile App
Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions
are displayed in a predefined order in the action launcher on record pages in the app.
Set Up Automatic Status Change
Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers
can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back
office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers.
Set Up Service Appointment Bundling for Mobile Workers
To give mobile workers access to the bundled service appointments in the Field Service mobile app, you update the service
appointment layout and add field permissions for mobile users.
Set Up Optimized Image Upload
Mobile workers sometimes must upload multiple images, and they want to do it quickly. You can resize images before uploading
to load optimally, especially in areas of low connectivity.
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Set Up Location-Based Actions for the Field Service Mobile App (Pilot)
Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or
after their service appointments.
SEE ALSO:
Customize and Extend the Mobile App with Lightning Web Components
Lightning web components (LWCs) let you create your own experiences using Quick Actions to
EDITIONS
customize the app to meet your business needs. LWCs represent the best of the Salesforce platform,
bringing modern web standards in performant, modular components that are easy to build. Available in: both Salesforce
Watch the video to see how Lightning web components can let your mobile workers find nearby Classic (not available in all
records, add images to a record, and reschedule an appointment directly from the Field Service orgs) and Lightning
mobile app. Experience
Watch a video The Field Service core

features, managed
What Can I Do with Lightning Web Components in the Field Service Mobile are available in Enterprise,
App? Editions.
You can create custom components that are accessed from the Actions menu. The Actions menu
is available globally and on record detail pages.
Actions built with Lightning web components can be simple or complex, depending on the problem Field Service Mobile user
you’re solving, and can work even when mobile devices are offline. Use them to add and annotate license.
an image to attach to a service report, order a part, contact a SME, or as in the following image,
create a custom dashboard for your mobile workers. Use Lightning web components to do pretty
much anything Salesforce can do.
Work with Lightning Web Components

Use the resources in the following table to learn about and develop with Lightning web components for the Field Service mobile app.
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Task Who’s It For? Where to Find It

Get started with Lightning Web Advanced admins and developers Salesforce Developers: Mobile Offline
Components in the Field Service mobile Developer Guide
app.
Use the open-source LWCs to find nearby Admins and developers GitHub: LWC-Mobile-Samples
resources, reschedule appointments, and • FindNearby
upload and annotate images in the Field
• RescheduleAppointments
Service mobile app.
• UploadAndAnnotateImages
Use the unlocked packages to schedule Admins and developers GitHub: LWC-Mobile-Samples
follow-up appointments and view a mobile • FollowupAppointment
dashboard in the Field Service mobile app.
• MobileDashboard
Learn about and develop with Lightning Admins and developers Salesforce Developers: Lightning Web
web components. Components Developer Guide
Find a Partner to help you develop with Admins and developers Field Service Partners: Service Max,
Lightning web components. Accenture Technology, Cognizant,
Nexavenu, PwC
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Customize your page layouts and user permissions so that your team can take care of inventory
EDITIONS
management tasks. For example, give mobile workers the ability to log product consumption,
create product requests, and keep their service vehicle inventory current. Inventory management Available in: both Salesforce
is supported on both Android and iOS. Classic (not available in all
Before getting started, get to know Salesforce inventory management terms and processes. See orgs) and Lightning
Set Up Your Field Service Inventory. Experience

Show the Inventory Tab (Android and iOS) features, managed
Let users view and update their inventory, log inventory consumption, and request parts from the are available in Enterprise,
Inventory tab. To see the Inventory tab, app users must be active service resources who are associated Unlimited, and Developer
with a mobile inventory location. They must have at least Read access to product items or product Editions.
requests.
A location represents a physical area where products are stored. Because field service workers mobile app, users need the
typically bring products with them in their vehicle, you can create a field location type to represent Field Service Mobile user
their inventory, such as a vehicle or toolbox. license.
1. From the full Salesforce site, click the Service Resources tab.
2. On a service resource, click Edit. USER PERMISSIONS
3. In the Location lookup field, enter a location that has both Inventory Location and Mobile To update page layouts:
Location selected. • Customize Application
Note: If you don’t see the Location field, add it to your service resource page layout. To update connected apps:
AND either
Modify All Data
OR
Manage Connected
Apps
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Because this service resource is associated with the location, the user sees the Inventory tab in the app.
Manage Inventory in the Field (Android and iOS)

To let service resources who are associated with a mobile inventory location manage their inventory, you create product items that
represent the stock. Each product item is linked to a location, such as a van or warehouse, and to a specific inventory product. When
you create product items, you can track inventory usage and restock when necessary.
Note: To search by a product code, it must be added to the Product Search Layout. Inventory lists in the Field Service mobile app
shows up to 1,000 products. To see inventory for locations added during an active mobile session, log out and then log back in.
1. On the Product Items tab in the full Salesforce site, create product items for the mobile inventory location associated with the service
resource. For example, if Service Van 42 contains 30 batteries, create a product item associated with the Service Van 42 location and
the Battery product. For more information, see Create Product Items to Represent Inventory.
2. To let your team create or update the product items representing their inventory, assign the object permissions listed in Create
Product Items to Represent Inventory.
Log Product Consumption (Android and iOS)

You can let users who are associated with a mobile inventory location create product consumed records from the field service app.
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1. Add the Products Consumed related list to the work order page layout to make it visible in the Products and Related tabs of the
work order carousel.
2. Assign the user the object permissions listed in Track Inventory Consumption in Field Service.
Let Users Add Required Products (Android and iOS)

If a particular product is required to complete a work order or work order line item, add it as a required product. You can let your team
create product-required records.
1. Add the Products Required related list to work order and work order line item page layouts.
2. Assign the user the object permissions listed in Track Required Inventory in Field Service.
Hide the Inventory Tab (Android and iOS)

If your mobile workers no longer require access to the Inventory tab, you can hide it. After you complete the steps, users must log out
and log in to the Field Service mobile app to see the changes.
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Field Service Mobile License. Then, go to Object
Settings, and remove access for Product Item and Product Requests.
2. In the Quick Find box, enter Service Resource Layout. Remove the Location field from the Field Service layout.
3. To clear the cache metadata in the mobile app, go to Settings in the Profile. Select Advanced Settings, and then select Clear
Cached Metadata.
SEE ALSO:
Set Up Multiple Inventory Locations
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Assign unique configurations of mobile app settings to different user profiles to accommodate the
EDITIONS
needs of contractors, supervisors, and other app users.
For example, you can create a different branding experience for contractors, or assign particular Available in: both Salesforce
geolocation settings or app extensions to mobile workers versus supervisors. Alternatively, you can Classic (not available in all
use the same settings configuration for all users. orgs) and Lightning
Experience
1. From Setup, enter Field Service Mobile Settings in the Quick Find box,
then select Field Service Mobile Settings The Field Service core
features, managed
2. Your org comes with one settings configuration named Field Service Mobile Settings, which is
assigned to all user profiles by default.
a. To edit that configuration, click Edit. Unlimited, and Developer
b. To create a new configuration of mobile settings that can be assigned to different user Editions.
profiles, click New. To access the Field Service
3. Update the label if desired.
For example, you might want two settings configurations named Supervisor Settings license.
and Technician Settings, respectively.
4. Update the settings as needed. USER PERMISSIONS

Tip: To give app users edit access to their field service records, select Enable Full Edit To configure Field Service
on Records. If you want to restrict editing from the mobile app, don’t select this option. Mobile Settings:
5. Click Save.
6. Click Mobile Settings Assignment, then click Edit Assignment to assign your settings
configurations to user profiles.
Learn More About Field Service Mobile Settings

Customize your Field Service Mobile Settings configurations to suit your users' needs.
Brand the Field Service Mobile App
Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your
company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.
SEE ALSO:
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Learn More About Field Service Mobile Settings

Customize your Field Service Mobile Settings configurations to suit your users' needs.
EDITIONS
Field Service Mobile Settings Available in: both Salesforce

Setting Description orgs) and Lightning
Experience
Information
Label The name of the Field Service Mobile Settings features, managed
configuration. package, and mobile app
Name The developer name of the Field Service Mobile Settings Unlimited, and Developer
configuration. Editions.
Default Each user profile can be associated with only one Field To access the Field Service
Service Mobile Settings configuration. If selected, the mobile app, users need the
configuration is used as the default that's automatically Field Service Mobile user
assigned to users. license.
Branding Colors See Brand the Field Service Mobile App on page 639.
Additional Settings
Collect service resource geolocation Controls whether geolocation tracking of services

history resources is enabled.
Collect time zones for time sheet entries Controls whether time zones of work locations are
captured on time sheets.
Display resource absences in Schedule Sets whether resource absences are combined with
view other work in the Schedule page of the app.
Enable full edit on records Controls whether users can edit records using the Field
Service mobile app.
Enable mobile time sheets Controls whether users can access time sheets on their
mobile devices.
Geolocation Accuracy Controls the accuracy of service resource geolocation

tracking. Lowering accuracy reduces battery
consumption for mobile devices. The options are:
• Fine: Accurate to within 10 meters
• Medium: Accurate to within 100 meters
• Coarse: Accurate to within 1 kilometer
Geolocation Accuracy (Background Controls the accuracy of service resource geolocation

Mode) tracking while the app is running in the background.
Lowering accuracy reduces battery consumption for
mobile devices. The options are:
• Medium: Accurate to within 100 meters
• Coarse: Accurate to within 1 kilometer
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Setting Description
• Very Coarse: Accurate to within 3 kilometers
Geolocation Update Frequency in Minutes Controls the frequency between attempts to retrieve service resource
geolocation updates.
Geolocation Update Frequency in Minutes (Background Controls the frequency of attempts to retrieve service resource geolocation
Mode) updates while the app is running in the background. Lowering frequency
reduces battery consumption for mobile devices.
Metadata Cache Time in Days Controls the number of days that org metadata, such as layouts, is kept in
the app’s local cache.
Picklist Time Interval in Minutes Controls the spacing of picklist options for time values, such as when creating
resource absences.
Record Data Cache Time in Minutes Controls the number of minutes that record data is kept in the app’s local
cache.
Schedule Update Frequency Time in Minutes Controls the number of minutes between attempts to update a user’s
schedule.
Customization
Default List View Developer Name The API name of the default service appointment list view on the schedule
screen (optional).
Future Days in the Date Picker Controls the number of days into the future that a user can select from the
date picker on the schedule screen.
Past Days in the Date Picker Controls the number of days into the past that a user can select from the date
picker on the schedule screen.
Send appointment notifications on assignment If selected, users are notified when they’re assigned to a service appointment
and when their assignment is changed or removed. They’re not notified when
they’re dispatched for the appointment.
Send appointment notifications on dispatch If selected, users are notified when they’re dispatched for a service
appointment and when their assignment is changed or removed.
Quick Status Change
Flow Name The name of an existing flow that the Quick Status Change action is applied
to.
App Extensions See Create App Extensions for the Field Service Mobile App on page 664.
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Give the Field Service mobile app your company’s look and feel by customizing the colors used in
EDITIONS
the user interface. Apply your company colors or optimize the color scheme to compensate for the
relative brightness of your mobile workforce’s work environments. Available in: both Salesforce
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, Classic (not available in all
and select Field Service Mobile Settings. orgs) and Lightning
Experience
2. Click Edit next to the mobile settings configuration you want to modify, or New to set up a
new settings configuration. The Field Service core
Each configuration can be assigned to one or more user profiles. features, managed
3. Under Branding Colors, update the hex color code of each setting as needed. are available in Enterprise,
Important: Each value must consist of the # symbol followed by six letters or numbers. Editions.
4. When you have entered values for every token you wish to modify, click Save. To access the Field Service
Users must log out and log in to the app to see changes to branding.
license.
Note: iOS 13 and later app users can enable Dark Mode from their OS settings. However,
this overrides the custom branding colors for some UI elements.
USER PERMISSIONS
To customize branding
colors:
639
Token Name Description Default Value

Navbar Background Color The color of the top bar in the app. #803ABE
Navbar Inverted Color The secondary color of the top bar in the app. #FFFFFF
Brand Inverted Color The color of toasts and the contrast color for the floating action #FFFFFF
button.
Feedback Primary Color The color of error messages. #C23934
Feedback Secondary Color The color of success messages or progress icons. #13C4A3
Feedback Selected Color The color indicating the user’s current selection. #FFFFFF
Primary Brand Color The color of non-interactive areas in the app. #803ABE
Secondary Brand Color The color of interactive areas in the app. #2A7AB0
Contrast Primary Color The color of primary text. #000000
Contrast Secondary Color The color of secondary text. #444444
Contrast Tertiary Color The color of the icons on the settings screen and of primary lines #9FAAB5
that delineate different areas of the UI.
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Token Name Description Default Value

Contrast Quaternary Color The color of some graphics and of secondary lines that delineate #E6E6EB
different areas of the UI.
Contrast Quinary Color The color of the background behind cards in the UI. #EEEEEE
Contrast Inverted Color The color of card backgrounds in the UI. #FFFFFF
SEE ALSO:
Customize Screens in the Field Service Mobile App

Control which fields users see in the Field Service mobile app by updating page and search layouts.
EDITIONS
Records in the Field Service mobile app display the first three fields in the corresponding page
layout. Some fields are hard-coded, meaning they are shown in the app regardless of their place Available in: both Salesforce
in the page layout. Classic (not available in all
orgs) and Lightning
Important: Experience
• When you update metadata like a page layout, users must log out and log into the Field
Service mobile app to see the changes. features, managed
• Not all field types are supported in the Field Service app. Review Supported Data Types package, and mobile app
in the Field Service Mobile App before you configure your layouts. are available in Enterprise,
Editions.
Screen in the mobile app Page Layout Details
Absences Absences related list on the You can reach the Absences mobile app, users need the
Service Resource page layout screen from the Profile screen. Field Service Mobile user
Resource absences are license.
displayed differently in the app
based on whether the start USER PERMISSIONS
time and end time fields are
included in the related list To modify page layouts:
layout. • Customize Application
To create custom list views:
• Read on the type of
record included in the list
AND
Create and Customize
List Views
To create, edit, or delete

public list views:
• Manage Public List
Views
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Inventory Search results layout on the product item The Inventory tab represents the items in
object. the user’s inventory. It shows product items
associated with the user’s service resource
record.
Service resources only see the Inventory tab
if they’re associated with a mobile inventory
location (which represents their service
vehicle). See Set Up Inventory Access for
Mobile Workers.
Products Product search layout Users must be able to find products to

create product requests and product items.
Users viewing products in the app see the
Product Name field and the top 3 fields
in the search layout.
Note: To search Products, a

pricebook must be set on the parent
object. Only string fields are
searchable. Numbers, Dates and
other fields can't be searched.
Products Consumed Product consumed related list on the work You can reach the Products Consumed
order. Product consumed number must be screen from the Related tab or the Products
the first field. tab in the work order carousel.
Record Highlight for any record Compact Layout of the record (for example, A record highlight is a preview of a record.
Service Appointment Compact Layout) The top-most field in a record’s compact
layout is displayed prominently.
Record Lookup Search Layout of the record (for example, A record lookup is a search for a record. To
Contact Search Layout) change the search results, update the search
layout in your org.
Related Lists Related list layout Related list sorting uses the default page
layout sorting. If the user overrides the sort
setting, the app uses this setting for related
list sorting. Related list sorting only sorts on
one column.
Schedule • The layout selected in the Default The Schedule tab lists service appointments
List View Developer Name assigned to the user.
field on the Field Service Mobile Settings For details, see Customize the Schedule Tab.
assigned to the user’s profile.
• (If no list view is specified) Service Tip: The Default List View
Appointment search layout Developer Name is the name
of the list view that shows when the
mobile Service Appointment page
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is first opened. If the Default

List View Developer
Name isn’t defined, mobile users
see their service appointments
within the date picker range. This list
and the list defined are available
offline. However, there isn't an
option to change to another list view
on the mobile device unless the
Default List View
Developer Name is defined.
Service Appointment List view layout. The service appointment screen includes
the following fields in the following order:
• First field in the service appointment list
view (displayed as a title)
• Scheduled Start (only visible if the field
has a value)
• First three fields in the service
appointment search layout
• Address (only visible if the field has a
value)
• Scheduled End (only visible if the field
has a value)
Work Order Overview List view layout You can reach the Work Order Overview
• First field in Work Order compact layout screen by tapping a service appointment
is in bold in the app from the Schedule tab.
• Description field can’t be changed and

shows a max of 3 lines.
• Has up to 5 fields (including the title)
displayed in this layout
Customize the Schedule Tab

The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout
is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout.
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Customize the Layout of the Work Order Overview Screen

When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the
highlights and cards shown on the work order overview screen.
SEE ALSO:

The Schedule tab in the Field Service mobile app shows service appointments that are assigned to
EDITIONS
the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified,
it uses the service appointment search layout. Available in: both Salesforce
orgs) and Lightning
Experience

features, managed
Editions.

license.
USER PERMISSIONS
To modify search layouts:

To create custom list views:
• Read on the type of
record included in the list
AND
Create and Customize
List Views
To create, edit, or delete

public list views:
• Manage Public List
Views
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You can base the Schedule tab on a list view. Using a list view allows you to set criteria to filter the records that appear to app users.
1. Create a service appointment list view with up to four fields. Set filter criteria to filter the records according to your use case. Note
the API name of the list view.
2. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field Service Mobile Settings.
3. Click the arrow next to the mobile settings you want to define the list view for and select Show Details.
4. Under Customization, edit the Default List View Developer Name and enter the API name of the list view you want to use.
Tip: The Default List View Developer Name is the name of the list view that shows when the mobile Service Appointment
page is first opened. If the Default List View Developer Name isn’t defined, mobile users see their service appointments within
the date picker range. This list and the list defined are available offline. However, there isn’t an option to change to another
list view on the mobile device unless the Default List View Developer Name is defined.

If no list view is specified in Setup, users viewing service appointments from the Schedule tab see the following fields:
• Scheduled Start
• Scheduled End
• Address
• Top field in the Service Appointment search layout (excluding the previous three).
Considerations for Customizing the Schedule Tab
• The service appointment calendar view appears differently on Android and iOS devices. On Android, the calendar uses a month
view. On iOS, the calendar uses a week view.
• If the Schedule tab is based on a list view, including the Scheduled Start field in your list view filter lets app users see a date picker
with a range of 45 days before and after the current date. If the list view doesn’t include this field, users see a single Schedule tab of
the user’s appointments based on your filter criteria, as it would appear on the desktop site.
• The app prominently displays the top two fields of the service appointment search layout, so consider which fields your mobile
workers want to see on the Schedule tab. Many users, for example, prefer to see Subject instead of the service appointment ID.
Scheduled Start and Address are displayed in the same location regardless of the list view or search layout settings
• Service appointments in the schedule list are shown in chronological order. This order can’t be changed.
• Lookup fields, like Account, aren’t supported and don’t appear on the Schedule tab.
• Formulas aren't supported on the Schedule tab.
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• Multi-day appointments appear on the Schedule tab in the following way:

– If a multi-day appointment includes both a Scheduled Start and Scheduled End, the appointment appears on the schedule for
every day between those two dates and includes a visual progress bar representing the job’s scheduled completion.
– If a multi-day appointment includes a Scheduled End but not a Scheduled Start, the appointment appears on the schedule every
day until the Scheduled End date.
– If a multi-day appointment includes a Scheduled Start but not a Scheduled End, the appointment appears on the schedule every
day after the Scheduled Start date until the appointment is complete.
• To add resource absences to the list of Schedule tab items, turn on Display resource absences in the Schedule page on any Field
Service mobile settings configuration. Mobile workers get an integrated view of their schedule on calendar-based list views.
SEE ALSO:

When a user taps a service appointment on the Schedule tab, an overview of the work order is
EDITIONS
shown. You can customize the highlights and cards shown on the work order overview screen.
orgs) and Lightning
Experience

features, managed
Editions.

license.
646
Important:
• When you modify a page layout, users must log out and log in to the Field Service mobile app to see the changes.
• Not all field types are supported in the Field Service app. Before you configure your layouts, review Supported Data Types in
the Field Service Mobile App
Change the Screen Layout

A preview of the work order is anchored to the top of the screen. This preview shows the first five fields in the work order compact layout,
with the Description field counted as one of the five. The first field in the compact layout appears in bold and is used as the title of the
work order overview. The Description field appears below the title and is followed by the next three fields in the compact layout.
1. From the Object Manager in Setup, select Work Order.
2. Click Compact Layouts.
3. Click the name of the compact layout and edit the layout as desired.
Navigate the Work Order Carousel

The horizontal work order carousel lets users switch between the following views:
• Overview: Shows work order cards
• Products: Where users manage required and consumed products
• Details: Shows all supported fields on the work order page layout
• Related: Shows all related lists on the work order page layout
• Feed: Shows the Chatter feed if feed tracking is enabled
• Location: Shows work in the same location as the current appointment. To see the Location view users need access to the Location
field, which must be populated, on the Work Orders object.
Add Cards
On the Overview tab in the work order carousel, users see information about the work order and its child records. The information appears
in cards, which are discrete spaces for different kinds of information. The following cards can be added to the work order overview screen.
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Card Description How to Display and Available In

Customize
Asset Service History Provides context about the In Android, the Asset Service Android and iOS
maintenance history of an asset. History card displays the first
It shows the asset associated four fields in the work orders
with the current work order. It related list from the asset page
also lists the asset’s three most layout. The first field is displayed
recent work orders and provides prominently.
a link to view all associated work
orders. It does not show work In iOS, this card displays the
order line items that are work order number and the first
associated with the asset. field from the asset detail page
layout. Normally, the first field is
the asset name.
Event Insights Shows diagnostic IoT data for In Setup, under Manage Android only
customers’ connected devices Connected Apps, enable Event
that helps mobile workers more Insights. Salesforce IoT is
quickly analyze and solve included with Service Cloud in
customer issues while on site. Unlimited Edition.
For details, see Salesforce IoT.
Knowledge Shows knowledge articles that In iOS, the Knowledge card is iOS only
are attached to the work order, only visible if an article is
with a snippet of each article attached to the work order.
included.
Service Appointment Shows a map and the option to If the work order has one or Android only
navigate to the address of the more service appointments, the
appointment. If the address is Service Appointment card is
not set, the card instead visible.
presents the user with the
option to set the address, and The following fields on this card
then activate navigation. cannot be removed from it: Start
Time, End Time, Date, Address,
ETA (estimated time of arrival).
Service Report Displays service reports If a service report has been Android and iOS
associated with the work order’s previously generated, the
service appointments. Service Report card appears at
the top of the Overview tab.
There is no option to create a
service report. Otherwise, the
card appears at the bottom of
the Overview tab and includes
an option to create a service
report.
The Service Report card is visible
by default in iOS. To make the
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Card Description How to Display and Available In

Customize
card visible in Android, manually
add it to layout.
Work Order Line Item Shows a visual progress If the work order has work order Android and iOS
indicator for the work order and line items, the Work Order Line
lists its work order line items. iOS Item card is visible.
users with the proper
permissions can tap the + icon In Android, this card displays
to create line items. For details, four fields for each line item. The
see Let Users Create Work Order Work Order Line Item Number
Line Items from the Field Service field is always visible. It's
Mobile App. followed by the first three fields
from the Work Order Line Items
related list. The card for child
Work Order Line Items is not
available in Android.
In iOS, this card displays the first
two fields from the Work Order
Line Items related list.
SEE ALSO:
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Add a background image to customize the Profile Tab in the Field Service Mobile App.
EDITIONS
1. Upload your image as a static resource.
a. From Setup, enter Static Resources into the Quick Find box and click Static
Resources.
orgs) and Lightning
b. Click New. Experience
c. Give the static resource a name, like background_banner. Remember the name, since The Field Service core
you need to use it in a later step. features, managed
d. Select an image file for upload. An image sized at 3072 x 819 pixels leads to the best results package, and mobile app
on large displays such as iPads in landscape mode. However, if your users often encounter are available in Enterprise,
slow mobile networks, consider using a smaller image. Unlimited, and Developer
Editions.
e. Click Save.
2. Create a custom attribute to use the static resource on every user’s Profile tab. mobile app, users need the
a. From Setup, enter Connected Apps into the Quick Find box, then select Field Service Mobile user
Connected Apps. license.
b. b. Select Salesforce Field Service for iOS or Salesforce Field Service for Android.
USER PERMISSIONS
c. Scroll down to the list Custom Attributes and click New.
d. For the attribute key, enter COMPANY_PROFILE_IMAGE_RESOURCE_NAME. To set the company profile
image:
e. For the attribute value, enter the name of the static resource you created surrounded by • Customize Application
quotation marks.
Tip: If you named your static resource background_banner, your attribute value
is“background_banner”.
f. Click Save.
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SEE ALSO:
In-App Profile Settings in the Field Service Mobile App
Customize Push Notifications for the Field Service Mobile App

Push notifications alert your mobile workforce to approaching appointments and scheduling
EDITIONS
changes.
You can extend or replace the default notifications using custom notifications. Available in: both Salesforce
1. Ensure that the connected app (different from the app itself) has been downloaded.
orgs) and Lightning
2. Enable notifications in Setup. Experience
a. From Setup, enter Field Service Settings in the Quick Find box, then select The Field Service core
Field Service Settings. features, managed
b. Under Notifications, select Enable notifications, and save your changes. package, and mobile app
3. Choose when service appointment notifications are sent. Unlimited, and Developer
a. From Setup, enter Field Service Mobile Settings in the Quick Find box, Editions.
then select Field Service Mobile Settings. To access the Field Service
b. Next to your mobile settings configuration, click Edit. mobile app, users need the
c. Under Customization, select how to send appointment notifications and then save your license.
changes.
• When you select Send appointment notifications on assignment, users are notified
USER PERMISSIONS
when they’re assigned to a service appointment and when their assignment is changed
or removed. They’re not notified when they're dispatched for the appointment. If a user To customize push
changes or is removed from the service appointment after they were assigned, they notifications:
still receive the notification, regardless of the status of the service appointment. • Customize Application
• When you select Send appointment notifications on dispatch, users are notified
when the status of the service appointment changes to Dispatched and when their
assignment is changed or removed. If a user changes or is removed from the service appointment after it's dispatched, they
still receive the notification.
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• When you select both options, users receive assignment and dispatch notifications.
• If you select neither option, no service appointment notifications are sent.
Note: The notification received on the Field Service mobile app shows this message: [User] assigned resource [Service
Resource] on Service Appointment [Appointment]. This signals to the technician that the appointment is ready to be
picked up. This happens at assignment time (when an Assigned Resource is created) or dispatch time (when an
assigned Service Appointment is dispatched) based on the settings selected.
Users also receive push notifications in the following circumstances.

• A Chatter text post is made on a work order that the user follows.
• A Chatter file post is made on a work order that the user follows.
• A feed-tracked change is made to a work order that the user follows.
• (iOS only) A feed-tracked change is made to a service appointment that the user follows.
• Additionally, push notifications or chatter posts will push the most recent record data onto the mobile device.
Note: Mobile workers aren't automatically added as followers to work orders and service appointment records that they're
assigned to. Consider creating an Apex trigger on the service resource object to add or remove users as followers when assignments
change.
Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation
EDITIONS
tracking.
When service resource tracking is enabled, the Field Service mobile app uploads the geolocation Available in: both Salesforce
of app users to Salesforce at regular intervals. Enable service resource tracking in Setup. Classic (not available in all
orgs) and Lightning
1. From Setup, in the Quick Find box, enter Field Service Settings, and then select
Experience
Field Service Mobile Settings.
2. Click Edit next to the settings configuration that you want to update. The Field Service core
features, managed
3. Under Additional Settings, select Collect Service Resource Geolocation History. This option package, and mobile app
is mandatory for data collection. are available in Enterprise,
4. Enter values for the following geolocation-related fields. Unlimited, and Developer
Editions.
Tip: Higher-precision or higher-frequency settings increase battery consumption on
mobile devices. To conserve battery power with Android O and later, your position is
updated less frequently when the app is in the background. To get an accurate position
update, open the Field Service mobile app on your phone.
license.
Important: Because of an iOS device limitation in background mode, the location updates
only about every five minutes when the device moves 500 meters or more from its previous USER PERMISSIONS
location. When the app is in the foreground, it updates as specified in the Geolocation
Update Frequency in Minutes and Geolocation Accuracy fields. To configure resource
tracking:
• Geolocation Update Frequency in Minutes: Controls how often geolocation is polled when
the app is running in the foreground. For iOS devices, this value also controls update
frequency when the app is in the background. To assign permission sets:
• Geolocation Update Frequency in Minutes (Background Mode): For Android devices, this
value controls how often geolocation is polled when the app is running in the background.
See the important note about iOS devices when in background mode.
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• Geolocation Accuracy: This value controls the accuracy of the geolocation data collected when the app is running in the
foreground. Choose from the following values:
– Fine: 10 meters
– Medium: 100 meters
– Coarse: 1 kilometer
• Geolocation Accuracy (Background Mode): For Android devices, this value controls the accuracy of the geolocation data collected
when the app is running in the background. See the important note about iOS devices when in background mode. Choose from
the following values:
– Medium: 100 meters
– Coarse: 1 kilometer
– Very Coarse: The app doesn’t poll for geolocation data, and geolocation coordinates update only when another app polls
for geolocation. The accuracy of the geolocation data depends on the accuracy setting of the application that triggers the
geolocation poll.

6. Grant mobile workers Read/Write access on their Service Resource (SR) record.
a. From the Service Resources tab, select Sharing (SU Only) on the Service Resource record.
b. Search for the mobile worker whose location you want to track and grant Read/Write access.
Exclude Specific Mobile Workers From Location Tracking

Individual mobile users can turn off location tracking for the Field Service mobile app from their phone’s operating system settings.
To exclude specific mobile workers from tracking, such as when not all members of your workforce are legally protected against
geolocation tracking, take these steps.
Limit Mobile Workers’ Location Tracking for Appointment Assistant
Appointment Assistant customers can choose to track the location of mobile workers only in the En Route status, meaning that
they’re on the way to their next service appointment.
SEE ALSO:
Manage Data Integration Rules for Field Service
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Exclude Specific Mobile Workers From Location Tracking

Individual mobile users can turn off location tracking for the Field Service mobile app from their
EDITIONS
phone’s operating system settings. To exclude specific mobile workers from tracking, such as when
not all members of your workforce are legally protected against geolocation tracking, take these Available in: both Salesforce
steps. Classic (not available in all
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission orgs) and Lightning
Sets. Experience
2. Create a permission set for users that you want to exclude from geolocation tracking. The Field Service core
features, managed
3. Give the permission set a label and under License, select Field Service Mobile.
4. Save the permission set. are available in Enterprise,
5. From the settings of your new permission set, click System Permissions. Unlimited, and Developer
Editions.
6. Click Edit and select Exclude Technician from Geolocation Tracking.
8. Click Manage Assignments, and then click Add Assignment. Field Service Mobile user
9. Select the users that you want to exclude from geolocation tracking, and then click Assign. license.
USER PERMISSIONS
tracking:
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Limit Mobile Workers’ Location Tracking for Appointment Assistant

Appointment Assistant customers can choose to track the location of mobile workers only in the
EDITIONS
En Route status, meaning that they’re on the way to their next service appointment.
1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field Available in: both Salesforce
Service Mobile Settings. Classic (not available in all
orgs) and Lightning
2. Open the required settings.
Experience
3. Under Additional Settings, select Enable Limited Tracking.
features, managed
Editions.

license.
USER PERMISSIONS
tracking:
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Configure quick actions, global actions, flows, and app extensions to help your team work more
EDITIONS
efficiently from the field. Actions are displayed in a predefined order in the action launcher on record
pages in the app. Available in: both Salesforce
Which Actions Appear in the Field Service Mobile App orgs) and Lightning
Learn which actions are visible in the Android and iOS app action launcher. Experience
Add Global Actions to the Field Service Mobile App The Field Service core
Add global actions to the Field Service mobile app to give your agents easy access to common features, managed
tasks. package, and mobile app
Create Quick Actions for the Field Service Mobile App Unlimited, and Developer
Add quick actions to object page layouts so your mobile workforce can quickly create and edit Editions.
records, send messages to contacts, and more.
Let Users Create Work Order Line Items from the Field Service Mobile App mobile app, users need the
Help your team stay organized in the field by letting them create work order line items to split Field Service Mobile user
work orders or work order line items into sub-tasks. This feature is available in the Field Service license.
mobile app for iOS, but not for Android.
Create App Extensions for the Field Service Mobile App USER PERMISSIONS
Create app extensions to let users pass data from the Field Service app to another app.
Add Flows to the Field Service Mobile App add them to page layouts:
Guide your team through mobile flows in which they can view information, create and update • Customize Application
records, and trigger input-based actions.
Which Actions Appear in the Field Service Mobile App

Learn which actions are visible in the Android and iOS app action launcher.
EDITIONS
Actions Available in the App Available in: both Salesforce

When a user clicks the Actions button from the Work Order Overview screen, they see a list of actions
orgs) and Lightning
found on the page layouts for the Service Appointment and Work Order objects. The Actions Experience
launcher displays actions in the following order:
• Create Service Report: Only visible on the Work Order screen if an alternate service closure flow
features, managed
isn’t configured and the service appointment page layout includes the Service Reports related
list. are available in Enterprise,
• Actions are then separated by Object - Work Order and Service Appointment. App extensions Unlimited, and Developer
and flows scoped to work orders or service appointments are at the top of the section (sorted Editions.
alphanumerically).
• After app extensions and flows, Salesforce Classic Publisher Quick Actions display in the order mobile app, users need the
of the page's layout. (Android only): View Detail is displayed under Quick Actions. Field Service Mobile user
• After Quick Actions, Edit Work Order, Edit Work Order Line Item, or Edit Service Appointment license.
are displayed.
• App extensions and flows not scoped to an object are shown at the bottom of the page layout.
Note: To see Actions order changes in the mobile app that were made on the desktop, log out and back in to the mobile app.
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Considerations for Android Devices

• In Android, actions are categorized as Work Order Actions or Service Appointment Actions. In iOS, these actions are consolidated
into one list.
• The Create Service Report action isn't visible in Android. To create a service report in Android, navigate to the Work Order Overview
screen.
• The Knowledge Article action isn't visible on the Work Order Overview screen in Android. View knowledge articles using the related
list.
Add Global Actions to the Field Service Mobile App

Add global actions to the Field Service mobile app to give your agents easy access to common
EDITIONS
tasks.
1. From Setup, in the Quick Find box, enter Publisher Layouts, and select Publisher Available in: both Salesforce
Layouts. Classic (not available in all
orgs) and Lightning
2. Click Edit next to the publisher layout that corresponds to your Field Service mobile app.
Experience
3. Drag the quick action you want to add to your app into the Quick Actions in the Salesforce
Classic Publisher section. The Field Service core
features, managed
4. Click Save. package, and mobile app
The action is accessible from the navigation bar in the Field Service mobile app. are available in Enterprise,
Note: The app only supports global actions of the type Create a Record. Other actions Editions.
aren’t supported.
license.
USER PERMISSIONS
To create actions and modify

publisher layouts:
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Create Quick Actions for the Field Service Mobile App

Add quick actions to object page layouts so your mobile workforce can quickly create and edit
EDITIONS
records, send messages to contacts, and more.
Users viewing records can call a quick action by tapping the action from the action launcher. Quick Available in: both Salesforce
actions are assigned to record page layouts. For example, you can add a Create Opportunity action Classic (not available in all
to the contact page layout to let users create an opportunity from any contact record in the app. orgs) and Lightning
Experience
Create a work order quick action and add it to the work order overview screen.
Tip: You can follow these steps for any field service object available in the app. features, managed
1. From the Object Manager in Setup, click Work Orders, then click Buttons, Links, and Actions.
2. Click New Action. Unlimited, and Developer
3. Configure an action to either create or edit a record, and save your changes. Editions.
4. From the Object Manager, click Page Layouts under Work Orders. To access the Field Service
5. Click the work order page layout.
6. From the layout editor, select Quick Actions. license.
7. Drag your newly created action into the Quick Actions in the Salesforce Classic Publisher
section. USER PERMISSIONS
The action will be visible in the app and on the full Salesforce site. add them to page layouts:
Note:
• The app supports quick actions of the types Create a Record and Update a Record.
Lightning Component, Visualforce, and custom override actions aren’t supported.
• When you modify a page layout, users must log out and log in to the Field Service mobile
app to see the changes.

Let your mobile workers create product requests when they find defective parts in their vehicles or their stock has run out.
SEE ALSO:
Quick Actions
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Let your mobile workers create product requests when they find defective parts in their vehicles
EDITIONS
or their stock has run out.
1. Create a global quick action for product requests. Available in: both Salesforce
a. From Setup, enter Global Actions in the Quick Find box, and select Global Actions.
orgs) and Lightning
b. Click New Action. Experience
c. Enter the details for your new action. The Field Service core
• For Action Type, select Create a Record. features, managed
• For Target Object, select Product Request.
• For Standard Label Type, select Create New [Record Type]. Unlimited, and Developer
• For Name, enter an API name for your action. Editions.
d. Click Save. To access the Field Service

2. Add fields to the action's layout, and click Save. Field Service Mobile user
When mobile workers use this action to request inventory, they complete these fields. We license.
recommend using no more than eight fields.
3. Add the Product Request quick action to the Publisher Layout that's assigned to your mobile USER PERMISSIONS
workers. To create quick actions and
a. From Setup, enter Publisher Layouts in the Quick Find box, and select Publisher add them to page layouts:
Layouts. • Customize Application
b. Click Edit next to the publisher layout you want to add the action to. To view product request line
items:
c. Drag the Product Request quick action to the Quick Actions in the Salesforce Classic • Read on product
Publisher list. requests
d. Click Save. To create product requests:
• Create on product
4. Create a global quick action for the Product Request Line Item. requests
a. From the Object Manager, select Product Request. To create, update, or delete
b. In the sidebar, select Buttons, Links, and Actions. product request line items:
• Edit on product requests
c. Click New Action.
d. Enter the details for your new action.
• For Action Type, select Create a Record.
• For Target Object, select Product Request Line Item.
• For Standard Label Type, select Create New [Record Type].
• For Name, enter an API name for your action.
5. Add fields to the action's layout, and click Save.

6. Add the quick action to the Product Request page layout.
a. From the Object Manager, select Product Request.
b. In the sidebar, select Page Layouts.
c. Under Page Layouts, select Product Request Page Layout.
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d. At the top of the screen, select Quick Actions.

e. Drag the Product Request Line Item quick action to the Quick Actions in the Salesforce Classic Publisher list.
f. Click Save.

By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile
workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services
to multiple vendors or want separate inventories for different types of work.
SEE ALSO:
Request Inventory in Field Service

By default, all products consumed for a work order or work order line item come from the same
EDITIONS
location. However, you can let mobile workers log product consumption from multiple locations.
You might want to do this when, for example, workers provide services to multiple vendors or want Available in: both Salesforce
separate inventories for different types of work. Classic (not available in all
1. Enable multiple inventory locations in the connected app. orgs) and Lightning
Experience
a. From Setup, enter Connected Apps in the Quick Find box, then select Connected
Apps. The Field Service core
features, managed
b. Click Salesforce Field Service for iOS or Salesforce Field Service for Android.
c. Scroll to the custom attribute list, and click New. are available in Enterprise,
d. Enter the attribute key ENABLE_MULTIPLE_LOCATIONS. Unlimited, and Developer
Editions.
e. To enable consuming parts from multiple locations, enter the attribute value TRUE.
When this setting is enabled, users see the following locations for product items in their
search results.
• Locations that belong to the same hierarchy as the user’s own location license.
• Locations that are associated with a work order on the user’s schedule
• Locations that are associated with the user’s service territory USER PERMISSIONS
2. Create a parent location. To update page layouts:

a. From the App Launcher, find and open Locations.
To update connected apps:
b. Click New. • Customize Application
c. Enter the details for your new location. AND either
• For Location Name, enter a name for your location. Modify All Data
• For Location Type, select which type of location it is. OR
• For Time Zone, select the time zone that the location is in. Manage Connected
Apps
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• Select Inventory Location and Mobile Location.

• Optionally, enter a description and driving directions for the location.
d. Click Save.
3. Create child locations.

b. Click New.
c. Enter the details for each new location. For Parent Location, select the location that you created.
d. Click Save.
4. Create consignment locations. A consignment location represents an inventory location at the site of a work order or work order
line item. For example, you can use a consignment location for parts shipped directly to a work site.
b. Click New.
c. Enter the details for your new location. Select Inventory Location so that parts can be stored there.
d. Click Save.
5. Create product items for the consignment location.

a. From the App Launcher, find and open Product Items.
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b. Click New.
c. Enter the details for your new product item.
• For Product Name, select a product.

• For Location, select the consignment location that you created.
• For Quantity on Hand, select the number of products available at that location.
• Optionally, select a Quantity Unit of Measure and enter the product's serial number.
d. Click Save.
6. Create cross-border locations. A cross-border location represents an inventory location that belongs to a specific service territory.
a. Add the Service Territory Locations related list to the Service Territory layout.
• From the Object Manager, enter Service Territory in the Quick Find box, and select Service Territory.
• Select Page Layouts.
• Select Service Territory Layout.
• Drag Service Territory Locations under Related Lists.
• Click Save.
b. Add a location to a service territory.
• From the App Launcher, find and open Service Territory.

• Select the service territory that you want to add a location to.
• Click Related.
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• Next to Service Territory Locations, click New.

• Select a location.
• Click Save.
Note:
• Consuming product items from multiple locations is a beta feature. Up to 10 hierarchical locations or cross-border locations
are supported, with a maximum of 1,000 product items for each location.
• When a location is associated with a service resource, only direct parent-child locations are supported. Grandchild locations
are not supported.
• When a location is associated with a work order or a service territory location, parent-child relationships aren't used.
• Child locations of consignment locations and cross-border locations aren’t available in the app.
• To make a location available in the inventory tab in the app, select Mobile Location.
• For cross-border locations, don't select the Mobile Location field. When the Mobile Location field is selected, the location isn’t
available in the app.
Let Users Create Work Order Line Items from the Field Service Mobile App
Help your team stay organized in the field by letting them create work order line items to split work
EDITIONS
orders or work order line items into sub-tasks. This feature is available in the Field Service mobile
app for iOS, but not for Android. Available in: both Salesforce
1. Create a quick action to create a work order line item. Classic (not available in all
orgs) and Lightning
a. From the Object Manager in Setup, select Work Order, and then click Buttons, Links, and
Experience
Actions.
b. Click New Action. The Field Service core
features, managed
c. Select the action type Create a Record. package, and mobile app
d. Select the target object Work Order Line Item. are available in Enterprise,
e. Select the standard label type New Child [Record]. Editions.
f. Enter a label, such as New Line Item.
This automatically generates the API name. mobile app, users need the
g. Add a description, such as Create a work order line item.
license.
h. Select whether or not to create a Chatter feed post when the action is used.
i. Optionally, enter a success message that will show when the user creates a line item. USER PERMISSIONS
j. Save your changes.
2. Add your quick action to the work order page layout. add them to work order line
item page layouts:
a. From the Object Manager in Setup, select Work Order, then click Page Layouts.
b. Click Work Order Page Layout.
c. In the layout editor, select Quick Actions.
d. Drag your newly created action into Quick Actions in the Salesforce Classic Publisher.
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When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line
items. Users can tap the icon to create a new work order line item.
When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line
items. Users can tap the icon to create a new work order line item.
Note: When a record type other than Master is set to the default, you must use that same record type when creating a quick
action for the page layout.
Create App Extensions for the Field Service Mobile App

Create app extensions to let users pass data from the Field Service app to another app.
EDITIONS
App Extension Type Supported in Android Supported in iOS Available in: both Salesforce
Android Yes No Classic (not available in all
orgs) and Lightning
iOS No Yes Experience
Lightning Apps Yes Yes The Field Service core

features, managed
Web apps Yes Yes package, and mobile app
Flow Yes Yes are available in Enterprise,
Editions.
To set up an app extension, follow the steps below. To access the Field Service
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then mobile app, users need the
select Field Service Mobile Settings. Field Service Mobile user
license.
2. Click Edit next to the mobile settings configuration that you want to create an app extension
for.
USER PERMISSIONS
3. Under App Extensions, click Add.
4. Fill out the fields. To create and modify App
Extensions:
• Field Service Mobile Settings: Automatically populated. Represents the current Mobile • Customize Application
Field Service Settings configuration.
• Type: A picklist of app extension types. The iOS and Android types will only show on their
respective devices. Flow refers to a Flow (Setup > Process Automation > Flows) of the type Field Service Mobile Flow.
Lightning App refers to an app that is exposed in Salesforce for Android or Salesforce for iOS (Setup > Mobile Apps > Salesforce >
Salesforce Navigation).
• Label: The label as it appears to users in the app. The label isn’t localized automatically.
• Name: The extension’s name.
• Scoped To Object Types: The records from which a user can activate an app extension. Scoping an app extension to an object
lets users activate that app extension from records of the specified type. The object names are entered as comma separated
values and cannot include spaces. For example, to scope an extension to the Work Order object and the Service Appointment
object, enter WorkOrder,ServiceAppointment. To create a global app extension so users can activate it from any
record, leave this field blank.
• Launch Value: A launch value of "https://google.com" will launch a web browser on both iOS and Android. The value to use
to launch the app or Flow. If type is Flow, then the launch value is the API name of the flow you want to use. If type is Lightning
App, the launch value is the name of the tab in Salesforce for iOS and Salesforce for Android. The tab name represents a Lightning
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Component Tab and you can find the tab name in Setup > Salesforce Navigation. The launch values for types iOS, Android,
and Lightning App support passing parameters.
Note: Using a nickname in an app extension launch URL results in an error.
Important: For Lightning App types: Salesforce for Android version 17.0 supports passing Lightning App parameters. Salesforce
for iOS version 18.0 does not currently support passing parameters. To bypass this issue, use a type of iOS with a URL format
of https://{orgURL}/lightning/n/{tab name}?params=...
5. Click Save.
Warning: the Salesforce mobile app can launch and accept parameters for Visualforce pages exposed as a Lightning Page
Tab. However, the Lightning Page Tab name can’t have any spaces in it.
Note: Open in Salesforce1 is available in iOS, but in Android, you need to create an Android app extension with the launch
value of salesforce1://sObject/{!Id}/view
Passing Tokens Into the Launch Value
[other]: Flow app extensions do not accept tokens. They receive the Flow input parameters described in Considerations for
Using Flows in the Field Service Mobile App on page 667.
The launch value supports static URLs for web addresses, as well as dynamic values that can be used to pass contextual information
to the other app in the form of tokens. These tokens can pass field information from any record that is visible on the Field Service
app. For example, if the user is viewing a service appointment, the tokens can be used to pass the data from any field on that service
appointment to the app extension. The basic format for these tokens is based on the names of the field, like so: {!Name}.
Note: Any content in the query parameters for the launch value should be url-encoded, not including the parameters that
are substituted by Salesforce Field Service.
Tip: The following example uses a token to dynamically pass a custom text field that is on a work order into a Google search.
The token is written in bold for clarity: https://www.google.com/#q={!WO_Custom_Text_Field__c}
The field name is case sensitive and must match the field name exactly as it is defined on the object.
Values that aren't related to a record are called global variables. When you use a global variable in a token, use the format
{!$User.email}.
Supported Global Variables

Organization.id
User.displayName
User.email
User.firstName
User.id
User.language*
User.lastName
User.locale*
User.nickName
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Supported Global Variables

User.orgId
User.userName
Note: *Android uses the device's language and locale settings.
Add Flows to the Field Service Mobile App

Guide your team through mobile flows in which they can view information, create and update
EDITIONS
records, and trigger input-based actions.
One quick and recommended way to accelerate adding flows is by installing the optional, and free, Available in: both Salesforce
Field Service Starter Kit. The Starter Kit is a Salesforce Labs managed package containing Flow Classic (not available in all
Templates that you can enable and use immediately or customize to tailor fit to your company’s orgs) and Lightning
specific use case. The kit contains 13 features that you can easily install and test in a sandbox Experience
environment and roll out to your users. The features are grouped into three families – Status-Based The Field Service core
features, Mobile Notifications, and General Flows. features, managed
The Starter Kit is a great way to get started adding flows to Field Service. See the Field Service Starter package, and mobile app
Kit Simple Implementation Guide for a good introduction to the features in the kit. are available in Enterprise,
Note: Salesforce Labs solutions like the Salesforce Field Service Starter Kit app aren’t official Editions.
Salesforce products and don’t have Salesforce official support. The Field Service Starter Kit
group on the Trailblazer Community is the place to post your questions and get answers. To access the Field Service
But, before you begin, learn how to build flows and connect them to the Field Service Mobile app. Field Service Mobile user
license.
Considerations for Using Flows in the Field Service Mobile App
Review flow considerations before using flows in the Field Service mobile app. USER PERMISSIONS
Connect a Flow to the Field Service Mobile App
You can set up an app extension that connects a flow to the Field Service Mobile App. flow in Flow Builder:
• Manage Flow
To run flows from the app:
• Run Flows
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Considerations for Using Flows in the Field Service Mobile App

Review flow considerations before using flows in the Field Service mobile app.
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Downloading Flow Data Available in: both Salesforce

When the app loads a user’s schedule data, it also downloads global flows and any flows scoped
orgs) and Lightning
to records in their schedule data. Pulling down on the screen to sync with Salesforce causes the Experience
app to reload flow metadata.
features, managed
Flow Input Parameters package, and mobile app
When an iOS or Android app launches a flow, it passes the following input parameters: are available in Enterprise,
• Id—The ID of the record that the flow is launched from.
Editions.
• UserId—The ID of the current user.
• ParentId—The record ID of the parent record that the flow is launched from. For example, if a
flow is launched from a service appointment, the ParentId is the ID of the parent work order or Field Service Mobile user
work order line item. license.
Creating a Choice Option

If the user selects the choice value to use in a screen component, such as a radio button or multi-select picklist, the screen component
is set to this value. If no choice value is configured, the screen component is set to the choice label.
Using Flows with Case Assignment Rules

Mobile flows with record updates trigger assignment rules if the request updates an entity that has assignment rules in the same
transaction for a case or a lead. To bypass assignment rules, in Apex run Assignment Rules with DMLOptions, and set the header
Sforce-Auto-Assign as False.
Flow Limitations in the Field Service Mobile App

• Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and
country that comprise the compound field must be used instead.
• Select formula functions and operators are available offline.
• Backslash \ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields.
• Core screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported.
• Email alert actions aren’t supported in flows.
• Paused flows aren’t supported. If you leave a flow in progress or exit the Field Service mobile app, you can’t resume the flow where
you left off.
• The wasSelected operator can’t be used in decisions.
• For eval() functions, the boolean values true and false are case-sensitive.
• Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported.
• Apex classes aren’t supported in flows.
• Fault connectors aren’t supported in flows.
• When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation
screen to show which images were uploaded. Videos and other file types aren’t supported.
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• Flows don’t support the following elements. Adding these elements to a flow causes it to display an error.
– Lightning components (except for file upload)
– Output parameters on file upload except for “Uploaded File Names”
– Choice resources with Display Text Input enabled
– Actions with output parameters
Note: Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not
supported.
• Flows don’t support the Section screen component.

• Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the
picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of
the default value in the object’s screen picklist value.
• In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None--
is a null value that allows the field to be optional.
• Flow picklists use the values of the choice set from which the default value is assigned.
• Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported.
• Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements.
• Flow text areas have a 2,000-character limit.
• Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons
for user choices, the data doesn’t render accurately.
• Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was
made. However, the component used to make the selection, such as a picklist, saves that value for later use.
• Custom Logic and the or operator within Get elements and the record choice set variable aren’t supported in the Field Service
mobile app.
• When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data.
• Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element
to query from these records. To resolve this issue, log out and then back into the mobile app.
• Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged
package instead. This error only occurs on the mobile app.
• HTML text isn’t supported in Flow builder.
• Mobile flows support only these global values:
– $Flow.CurrentDateTime
– $Flow.CurrentDate
– $GlobalConstant.EmptyString
• Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values.
• If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value
and not the picklist choice set assigned to it.
• Running a flow as another user isn’t supported.
• Only the following assignment operations for collections are supported:
– Add
– Equal
– Equals Count
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• Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen.
Otherwise, values are displayed as a dropdown list.
• When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around
this behavior, add additional items to the picklist.
• In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met:
– The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store
is nulled.
– The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference.
Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter.
– The parent record identified by the parent ID has dynamic choice type configured as a related list.
• Flows can have up to nine conditions in a decision element.

• Record Choice Sets created using the AttachedContentDocuments objects on a Work Order or other supported object don't work
in the mobile app. The mobile app doesn't support showing a related list for files within a flow.
• When using the NOW() formula in fields, create a separate formula resource that resolves to NOW(), and use that resource in the
validation field. Doing so ensures the latest timestamp is used on the flow launch.
• Flows retain variable values after they’re entered. Clicking the Back button in a flow doesn’t clear the value.
• In field service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t
the newly created record’s ID. To access the cache ID in a Flow on the app, you must turn on the option "Use separate resources,
and literal values" in the Create Record element.
• Chaining of formulas in the same flow step isn’t supported.
• Collection Choice Sets aren’t supported in flows.
• Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app.
• When a mobile flow contains an image, the BeforeInsert trigger in Apex can cause an error.
• To remove access to custom objects, log out and then back into the mobile app.
Available Formula Functions and Operators

Important: Formula functions are case-sensitive. Make sure to use the formatting listed. For more details, see Formula and
Operator Functions
Formula Functions and Operators

Math Operators • + (Add)
• - (Subtract)
• * (Multiply)
• / (Divide)
• () (Open and Close Parenthesis)
Logical Operators • == (Equal), only == , not =

• != (Not Equal), only != , not <>
• < (Less Than)
• > (Greater Than)
• <= (Less or Equal)
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Formula Functions and Operators
• >= (Greater or Equal)

• && (And), only && , not AND
• || (Or), only || not OR
Date and Time Functions • DAY

• MONTH
• NOW
• WEEKDAY
• YEAR
Logical Functions • ISBLANK

• ISNUMBER
Math Functions • ABS

• CEILING
• FLOOR
• LN
• LOG
• SQRT
Text Functions • BEGINS

• CONTAINS
• FIND
• LEFT
• LEN
• LOWER
• RIGHT
• SUBSTITUTE
• TRIM
• UPPER
• VALUE
Advanced Functions • REGEX
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Build Flows for the Field Service Mobile App

Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow
EDITIONS
Builder.
Creating flows for the Field Service mobile app uses the same Flow Builder you know and love. Available in: both Salesforce
Here are some basic guidelines to follow. Classic (not available in all
orgs) and Lightning
• Save your flows as the Field Service Mobile Flow type.
Experience
• Include help text on each screen so that users understand what is expected of them.
• Don’t ask more than one question per screen, especially if a screen involves picklists.
features, managed
Some special flows, like image upload flows and signature capture flows, are great additions to the package, and mobile app
Field Service mobile app. are available in Enterprise,
Editions.
SEE ALSO:
Flow Builder Tour To access the Field Service
Create a Flow to Capture Images in the Field Service Mobile App license.
Create a flow that lets your team capture images from the Field Service mobile app. For example,
make it easy for mobile workers to save photos of a customer’s asset before and after service. USER PERMISSIONS
1. Build a flow with a Screen element that contains a File Upload component.
An API name is generated when you label your flow. You need the API name to connect the flow in Flow Builder:
flow to the Field Service mobile app. • Manage Flow
2. Save your flow as the Field Service Mobile Flow type. To run flows from the app:
• Run Flows
You can now connect the flow to the Field Service app with an app extension or Quick Action, just
like any other flow.
SEE ALSO:
Flow Builder Tour
Flow Screen Input Component: File Upload

Using an app extension, you can add a final step to capture a customer’s signature at the end of a flow.
After you build a flow, create an app extension with the following settings. These settings don't change the rest of your flow, but when
the mobile app detects the Service_Report_Flow name, it launches the Service Report preview interface when your flow completes.
• Label—Enter the text that you want to appear in the Actions tab. For example, My Service Report Flow.
• Type—Select Flow.
• Name—Enter Service_Report_Flow.
• Scoped to Object Types—Enter ServiceAppointment.
• Launch Value—Enter the API name of the flow that you want to conclude with signature capture.
Because the API name of the service report flow is unique, you can have only one Service_Report_Flow at a time.
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Connect a Flow to the Field Service Mobile App

You can set up an app extension that connects a flow to the Field Service Mobile App.
EDITIONS
Before you create an app extension, make sure that you have already created a flow.
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, and
select Field Service Mobile Settings.
orgs) and Lightning
Important: Only the user profiles assigned to the mobile settings configuration you Experience
select have access to the flow. To manage user profile assignments, click Manage
Assignments on the Field Service Mobile Settings page. features, managed
2. Click Edit next to the mobile settings configuration that you want to add the flow to.
3. Under App Extensions, click Add. Unlimited, and Developer
4. Enter a label for your app extension. This label is what your users see in the user interface. Editions.
5. For Type, select Flow. To access the Field Service

6. Enter a name that expresses the purpose of the flow.
7. For Scoped to Object Types, which controls where users can find and activate the flow, enter license.
the API name of the object.
If you want to scope the flow to multiple objects, separate the object names with a comma USER PERMISSIONS
and no space. For example, if you enter WorkOrder,Contact, users can activate the flow
from the detail page of a work order or contact. To view, edit, or create a
To create an unscoped flow action so that users can activate the flow from multiple screens,
• Manage Flow
leave this field blank.
To run flows from the app:
8. Important: Flows must be of the type Field Service Mobile. • Run Flows
For Launch Value, enter the unique name of your flow.

9. Click Save.
Add a Flow from a Quick Action

1. Create a Flow with type Field Service Mobile Flow. Remember the Flow Label name, you will need it later.
2. Mark the new flow as Active.
3. In Object Manager select Work Order or Work Order Line Item, depending on which layout you want to use.
4. Click Buttons, Links, and Actions.
5. Click New Action and set the Action Type to Flow.
6. Set the Flow dropdown to the Flow Label name.
7. Enter the text you want to appear in the app for the name field. Remember this name, you will need it later.
8. Save your work.
9. In Object Manager, search for Work Order and select Page Layouts.
10. Click on the page layout you want to modify, then select Mobile and Lightning Actions.
11. Find the action you created by searching for the name you entered in the name field.
12. Drag your action to the Salesforce Mobile and Lightning Experience section of your layout.
13. Save your layout.
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Accurate and on-time status changes are a key part of field operations workflow. With Automatic
EDITIONS
Status Change, mobile workers can focus on their jobs and work more efficiently while the Field
Service mobile app tracks status changes for them. For the back office, accurate status changes Available in: both Salesforce
give better insight into the activity in the field without creating more work for mobile workers. Classic (not available in all
Automatic Status Change is triggered at three points depending on location and time. orgs) and Lightning
Experience
• Starting travel
• Arriving on site The Field Service core
features, managed
• Completing an appointment
Before you begin: are available in Enterprise,
• Make sure that your mobile workers set the location permission on their device to Always.
Editions.
• Automatic Status Change only supports the default list view. To show service appointments
for one mobile worker in the default list view, in the Owner filter, select My Service To access the Field Service
Appointments. mobile app, users need the
1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select Field license.
Service Mobile Settings.
2. Edit the required settings.
USER PERMISSIONS
3. Scroll down to the Automatic Status Change settings.
To customize Automatic
Status Change settings:
4. Select a mode.
Manual The mobile worker must cancel or confirm the change.
Timed The mobile worker can cancel or confirm the change. If no action is taken, the status
changes when the timer ends.
Automatic The mobile worker is informed about the change after it happens.
5. For Radius in Meters, enter the service appointment radius (100–5,000 meters) that can trigger status changes.
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6. For Time Limit in Minutes, enter the amount of time (1–60 minutes) before an appointment’s scheduled start time or actual end
time that can trigger a status change.
7. For Cancellation or Dismissal Timer in Seconds, enter the duration (10–600 seconds) that the timer is visible. After this time, the
status changes automatically and can’t be canceled. This setting is only for Timed mode.
8. For Traveling Status, enter the status that indicates that a mobile worker is traveling to a service appointment.
9. For On-Site Status, enter the status that indicates that a mobile worker is at a service appointment.
10. For Completed Status, enter the status that indicates that a mobile worker completed a service appointment.
Example:
• The Travel status for the next appointment is triggered when the mobile worker is outside the defined radius and within the
defined time limit from the appointment’s end time. The Completed status for the current appointment is also triggered.
• The On-Site status for the current appointment is triggered when the mobile worker is within the defined radius and within
the defined time limit from the appointment’s start time.
Considerations:
• If you’re using Automatic Status Change and Appointment Assistant Real-Time Location, it’s recommended to enter a small radius
in Radius in Meters. A small radius ensures that Appointment Assistant’s customers can see the mobile worker’s location up until
the worker’s close to the appointment.
• If you’re using mobile flows, Automatic Status Change can cause a conflict with these flows. It’s recommended to run status-related
flows on the server.
SEE ALSO:
Automatic Status Change
Add Flows to the Field Service Mobile App
Set Up Service Appointment Bundling for Mobile Workers

To give mobile workers access to the bundled service appointments in the Field Service mobile
EDITIONS
app, you update the service appointment layout and add field permissions for mobile users.
Watch the video to see how grouping short appointments at nearby or same-site locations to create Available in: both Salesforce
a bundle helps you and your customers. Classic (not available in all
orgs) and Lightning

Add the Related List to the Service Appointment Layout features, managed
In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the package, and mobile app
service appointment’s Related tab. In existing orgs, you add the Bundle Member Service are available in Enterprise,
Appointments related list and its properties to the service appointment layout. Unlimited, and Developer
Editions.
Add Field Permissions for Mobile Users
Give mobile users read access to fields on the Service Appointment object. To access the Field Service
license.
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Add the Related List to the Service Appointment Layout

In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the service
EDITIONS
appointment’s Related tab. In existing orgs, you add the Bundle Member Service Appointments
related list and its properties to the service appointment layout. Available in: both Salesforce
1. From Setup, open the Object Manager. Classic (not available in all
orgs) and Lightning
2. Search for and open the Service Appointment object.
Experience
3. Click Page Layouts.
4. Open the relevant layout. features, managed
5. Click Related Lists. package, and mobile app
6. Drag Bundle Member Service Appointments into the Related Lists.
Editions.

license.
7. To configure the properties of the related list, click .
USER PERMISSIONS
To customize layouts:
Note: The Sort By option isn’t currently supported. See Appointment Bundling Limitations.

9. To see the Bundle Member Service Appointments list, in a bundle service appointment, open the Related tab. The appointments
appear in the order determined by the Appointment Bundle Sort Policy, if configured.
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Note: The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is
determined by the Appointment Bundle Sort Policy. See Appointment Bundling Limitations.
Important: Don’t use the arrow that changes the order of the appointments according to a specific column. The arrow overrides
the order determined in the Appointment Bundle Sort Policy. See Appointment Bundling Limitations.
SEE ALSO:
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Add Field Permissions for Mobile Users

Give mobile users read access to fields on the Service Appointment object.
EDITIONS
1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
2. Open the permission set used for mobile users.
3. From Apps, click Object Settings. orgs) and Lightning
4. Open the Service Appointments object. Experience
5. Click Edit. The Field Service core

features, managed
6. Give Read access to the Bundle, Bundle Member, and Related Bundle fields.
7. Save your changes. are available in Enterprise,
Editions.

license.
USER PERMISSIONS
To add field permissions:

Set Up Optimized Image Upload

Mobile workers sometimes must upload multiple images, and they want to do it quickly. You can
EDITIONS
resize images before uploading to load optimally, especially in areas of low connectivity.
This method is the only one available for resizing mobile images. This capability isn't supported in Available in: both Salesforce
the Field Service mobile image optimization settings. Classic (not available in all
orgs) and Lightning
1. From Setup, enter Connected Apps in the Quick Find box, then select Connected Apps.
Experience
2. Edit the Salesforce Field Service for Android or Salesforce Field Service for iOS.
3. Under Custom Attributes, click New. features, managed
4. For Attribute key, enter MAX_IMAGE_UPLOAD_SIZE. package, and mobile app
5. For Attribute value, enter the maximum size for the image, and then click Save.
Editions.
SEE ALSO:
Known Issue: Image is Rotated mobile app, users need the
license.
USER PERMISSIONS
To configure optimized
image upload:
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Set Up Location-Based Actions for the Field Service Mobile App (Pilot)
Automate actions based on the location of your mobile workers. Prompt your mobile workers to
EDITIONS
complete the actions before or after their service appointments.
Note: This feature is not generally available and is being piloted with certain Customers Available in: both Salesforce
subject to additional terms and conditions. It is not part of your purchased Services. This Classic (not available in all
orgs) and Lightning
feature is subject to change, may be discontinued with no notice at any time in SFDC’s sole
Experience
discretion, and SFDC may never make this feature generally available. Make your purchase
decisions only on the basis of generally available products and features. This feature is made The Field Service core
available on an AS IS basis and use of this feature is at your sole risk. features, managed
1. Create the Location-Based Actions Custom Object (Pilot)
Create a custom object that includes all the settings for your location-based actions. Editions.
2. Add Permissions to the Location-Based Actions Custom Object (Pilot)
Give users permissions for the custom object that you created. mobile app, users need the
3. Set Up Flows to Trigger the Location-Based Actions (Pilot) Field Service Mobile user
Create a flow for each location-based action that your mobile workers can see. license.
Create the Location-Based Actions Custom Object (Pilot)

Create a custom object that includes all the settings for your location-based actions.
EDITIONS
Note: This feature is not generally available and is being piloted with certain Customers
subject to additional terms and conditions. It is not part of your purchased Services. This Available in: both Salesforce
feature is subject to change, may be discontinued with no notice at any time in SFDC’s sole Classic (not available in all
orgs) and Lightning
Experience
decisions only on the basis of generally available products and features. This feature is made
available on an AS IS basis and use of this feature is at your sole risk. The Field Service core
1. From the top-right corner of any page in Setup, click Create and select Custom Object. features, managed
2. For Label, enter Location Based Action. are available in Enterprise,
3. For Plural Label, enter Location Based Actions. Unlimited, and Developer
Editions.
4. For Object Name, enter Location_Based.
5. Complete the remaining fields for the custom object.
6. Save the new object. Field Service Mobile user
7. In the Object Manager, click Fields & Relationships and create the custom fields. license.
Field Label Field Name Type Suggested Required Values USER PERMISSIONS
Help Text
To create and edit custom
Action Data Action_Data__c Text Enter the NA objects:
Length—80 name of a • Customize Application
quick action of
type flow.
Action Type Action_Type__c Picklist NA QuickAction
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Field Label Field Name Type Suggested Help Required Values

Text
Geofence Trigger Geofence_Trigger_Type__c Picklist NA Enter and Exit
Type
Radius Radius__c Number Enter the number of NA

Length—10 meters from a
service appointment
Decimal places—0 that triggers the
action.
Service Appointment ParentRecord__c Lookup NA NA NA
Note: The Created By, Last Modified By, Name, and Owner fields are automatically created in all new objects.
SEE ALSO:
Create a Custom Object
Add Permissions to the Location-Based Actions Custom Object (Pilot)

Give users permissions for the custom object that you created.
EDITIONS
orgs) and Lightning
Experience
1. From Setup, in the Quick Find box, enter Users, and then select Profiles. features, managed
2. Edit the required profile. are available in Enterprise,
3. Under Custom Object Permissions, select all the permissions for the Location Based Actions Unlimited, and Developer
custom object. Editions.

license.
USER PERMISSIONS
To edit object permissions:

Permission Sets
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Set Up Flows to Trigger the Location-Based Actions (Pilot)

Create a flow for each location-based action that your mobile workers can see.
EDITIONS
orgs) and Lightning
Experience
1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows. features, managed
2. Click New Flow. are available in Enterprise,
3. Select Record-Triggered Flow and click Create. Unlimited, and Developer
Editions.
4. In the Configure Start window, determine when the flow is triggered.
a. In Object, enter Service Appointment.
b. In Trigger the Flow When, select A record is created. Field Service Mobile user
c. In Optimize the Flow for, select Actions and Related Records. license.
d. Click Done.
USER PERMISSIONS
5. Add a Create Records element.
a. To add an element to the flow, hover over , and click . flow in Flow Builder:
b. Under Data, select Create Records. • Manage Flow
e. For Object, select the custom object that you created for location-based actions.
• For Action_Data__cc, enter the name of a quick action of type Flow, Lightning Web Component, or Create and Update
Record.
• For Action_Type__c, select QuickAction.
• For Geofence_Trigger_Type__c, select Enter or Exit.
• For Radius__c, enter the number of meters from a service appointment that triggers the action.
• For ParentRecord__c, select {!$Record.Id}.
• For Name, enter the name of the quick action.
• For OwnerId, select {!$User.Id}.
g. Click Done.
Example: An electricity company wants its mobile workers to complete a security checklist before they start appointments. They
create a flow that makes a suggested action pop up when the mobile worker is 50 meters away from a service appointment. The
mobile worker can click Let’s Start and go directly to the checklist.
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Field Service Using the Field Service Mobile App

Learn how to install and log into the app, adjust in-app settings, and complete common tasks from
EDITIONS
the app.
Get the Field Service Mobile App Classic (not available in all
The Field Service mobile app is available to users with the Field Service Mobile license and a orgs) and Lightning
supported Android or iOS device. Learn how to install the app and log in. Experience
Offline Priming in the Field Service Mobile App The Field Service core
Learn what data the Field Service mobile app downloads for offline work and how the app features, managed
syncs with Salesforce. package, and mobile app
In-App Profile Settings in the Field Service Mobile App Unlimited, and Developer
Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, Editions.
manage linked accounts, and provide feedback to Salesforce about the app.
Use Time Sheets in the Field Service Mobile App mobile app, users need the
View time sheets, log working hours, and submit time sheets for approval on the go. Field Service Mobile user
license.
Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the
Feed tab.
Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and
others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review
important considerations about offline service reports and service report previews.
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Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and
guidelines with your team.
Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t
assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view
work and absences together in the Schedule tab.
View and Complete Work Plans on the Field Service Mobile App
Front-line workers can use the Field Service mobile app to view and complete work plans. Using the Work Plans tab, they can
complete assignments quickly and accurately.
Receive in-app updates that notify you of automatic status changes. If the app is running in the background, these updates appear
as notifications.
Manage Bundled Service Appointments on the Field Service Mobile App
You can view and report your progress on one or more bundled service appointments.
Get the Field Service Mobile App

The Field Service mobile app is available to users with the Field Service Mobile license and a
EDITIONS
supported Android or iOS device. Learn how to install the app and log in.
Get the App Classic (not available in all
orgs) and Lightning
To get the app, search for Field Service in the Google Play Store or the iOS App Store on Experience
your mobile device.
When you launch the app for the first time, you receive several device permission requests. Approve features, managed
the requests to let the app: package, and mobile app
• Send you notifications are available in Enterprise,
• Access your basic information
Editions.
• Always access your location, which is used in the app’s mapping functionality and geolocation
tracking for scheduling To access the Field Service
Note: Always means that your location is tracked when you’re using the app and when Field Service Mobile user
it’s running in the background. If the app isn’t running in the background or you’re logged license.
out, your location isn’t tracked.
• Access your camera
Tip: When using the iOS app with iOS 13 or later, the location permission request allows the app to track the location only while
the app is being used. To track the location while the app is in the background, set this value to “Always” from the device’s Settings
app (Settings > Field Service > Location).
Log In to the App

When given the option, log in to Salesforce from the app. If prompted, create a passcode for an added level of security. If your Salesforce
admin only allows logins through a company-specific login URL such as mycompany.my.salesforce.com, you must log in
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with a custom domain. To specify production or sandbox org, click the gear icon in the top right of the login screen, or tap + to enter a
custom domain.
If you’re an Experience Builder site user, the first login is slightly different. On the initial login screen, click the settings button in the top
right, then add a connection with the URL of your site. The URL can be found in Setup under Digital Experiences. If you’re on iOS, omit
https:// when entering the site URL.
Note: If you see a prompt that says “FieldServiceApp Wants to Use salesforce.com to Sign In,” accept it to log in to the app. For
custom logins, see Customize the Apex Login Controller.
SEE ALSO:
Customize the Apex Login Controller
How to add widgets on your iPhone
Offline Priming in the Field Service Mobile App

Learn what data the Field Service mobile app downloads for offline work and how the app syncs
EDITIONS
with Salesforce.
Syncing Data Classic (not available in all
orgs) and Lightning
When the Field Service mobile app is connected to the Internet, it regularly synchronizes your data Experience
with the Salesforce server to ensure data is updated in addition to primed. If the app goes offline,
users see a notification in the top navigation bar. The Field Service core
features, managed
Any changes made while the app is offline are added to the pending uploads queue in the order package, and mobile app
they occur. The queue shows the status of attempts to upload changes to the Salesforce server. To are available in Enterprise,
view the queue, go to the in-app settings in the Profile tab. To delete a pending upload, swipe it Unlimited, and Developer
left, and confirm the deletion. Editions.
The most recent change uploaded to the Salesforce server takes precedence. If a conflict occurs To access the Field Service
when the app uploads a change to Salesforce, the Pending Uploads queue is paused. Subsequent mobile app, users need the
changes in the queue can depend on a prior change, so the conflict must be resolved before the Field Service Mobile user
queue is processed. To resolve a conflict, delete a pending upload or, where possible, tap items to license.
edit the data.
What Is Data Priming?

When a user logs in to the Field Service app, it automatically downloads data related to the user’s assigned service appointments. This
process is known as priming, and it ensures that all the data that a mobile worker needs is available even if internet connectivity is lost.
If there’s a large volume of data, priming can take a while from the initial app launch, or after a user logs on to the app.
If a network error occurs during priming, an error message appears and priming stops. When you regain connectivity, use the offline
priming UI to resync your data.
What Gets Primed?

The data that the app primes for each user is based on the user’s assigned service appointments. References are primed to a depth of
3, except as detailed in this table.
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Category What Gets Primed

Key Objects (Service Appointments, Work Orders, Work Order Line All service appointments for the user within the time range
Items, and Assets) specified in the Salesforce org are primed. This time range defaults
to 45 days before and after the current day. Configure this value
from Field Service Mobile Settings (under Future Days in the
Date Picker and Past Days in the Date Picker).
All work orders, work order line items, or assets referenced by the
primed service appointments are also primed.
Other Objects All objects referenced by the key objects are primed to a depth of
3. This priming means that the app primes any objects referenced
by key objects (level 2), and any objects referenced by level 2
objects (level 3).
For example, if a Service Appointment (SA-0001) references a
custom object JellyBean (JB-0002) and JB-0002 references another
object Account (AC-0003), all three are primed.
Special Objects If a primed object references special object types, those referenced
objects are also primed. Special object types include Account,
Assigned Resource, Case, Contact, Product, Product Consumed,
Product Request, Product Request Line Item, Product Required,
and Product Transfer.
Note that the entire record for Product Items isn’t cached.
Related Lists If a record that is being primed is a Key Object:

• Up to 25 records in the related list are fully primed, meaning
their record details, associated quick actions, and other data is
all downloaded.
• Record details ONLY for the rest of the records in the related
list are downloaded until the API limit is hit. This limit is
determined by the total number of characters downloaded,
so the number of records downloaded varies based on how
much data is stored in each one.
This limit doesn’t apply to the Articles related list, which has no
limit.
The related list fields are primed, but the metadata around them
isn’t primed.
A related list of type Service Reports or Content Document is
always primed. Only metadata about the files, such as file name
and version, is primed. File data isn’t primed.
Inventory The user’s inventory is primed. For multi-location inventory, the

app primes up to 10 locations. For each location, up to 1000 records
are primed.
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Category What Gets Primed

Service Reports Service reports and previews associated with primed work orders
and work order line items are primed.
Knowledge Articles Knowledge articles are primed using the Embedded Service
Knowledge SDK.
Object Feeds If feeds are enabled in the org, feeds are primed for supported
object types using the Feed SDK offline priming feature. Supported
objects include Asset, Case, Work Order, Product Request, Product
Request Line Item, Service Appointment, and Work Order Line
Item.
Quick Actions For every object that is primed, the app also primes the page and
search layouts. These pages and search layouts contain the list of
quick actions for the object type. Create and Update quick actions
are primed from the Quick Actions in the Salesforce Classic
Publisher section on the page layout.
Default Developer List View If a list view is specified under Field Service Mobile Settings >
Default Developer List View Name, the work orders and service
appointments from the list view are primed.
Flows All active flows referenced in Field Service Mobile Settings App
Extensions are primed. Subflows are primed to a depth of 5. All
metadata and quick actions for referenced objects in a flow are
primed. If an issue occurs while priming a flow, for example, when
an unsupported flow element is found, then the flow isn’t primed.
Price Books Price books aren’t primed for offline use due to performance
considerations.
Appointment Changes and Primed Records

Mobile workers often get new or updated appointments throughout the day. When their appointment schedules change, mobile workers
get a text notification. If the app is in the foreground or background when the mobile worker gets a notification, the service appointment
is automatically primed. If the app isn’t running, the service appointment and any associated records aren’t updated and primed until
the mobile worker opens the app and taps the notification.
Resolve Priming Errors

Priming errors occur but are relatively simple to solve. For example, a network error that occurs while records are loading stops the
priming process. In this case, the user receives an error message prompting them to reconnect the network and try again. Priming can
also stop when the server gets too many requests. In this case, the server returns a time when the user can retry their request.
Priming Considerations
Some settings don’t necessarily impact priming but can affect data usage. Consider these settings when configuring your org.
Record Data Cache Time
• This setting controls how long cached data is valid.
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• After this cache time expires, the app checks for updates on the next synchronization or when the record is accessed. Setting the
record data cache time to a low value could cause excessive network usage and reduce performance
Schedule Update Frequency Time

• This setting controls how often the user’s schedule is checked for updates.
• Consider using the highest possible value to reduce data usage.
• Schedule updates can also be triggered from push notifications to reduce data usage.
Use Briefcase Builder to Share Data Offline

Use Briefcase Builder to create and manage briefcases, which are sets of rules and filters that select records to prime for offline use.
Briefcase Builder supports large volumes of records for offline priming, and it supports complex rules for selecting which records to
prime. Connect a briefcase with the Field Service mobile app to scale up the data available to your users while offline.
Note: To use Briefcase Builder and access its full functionality, you must install the Field Service connected apps for both iOS and
Android. Without the connected apps, Briefcase Builder doesn’t work. Use this link to download the Field Service connected apps.
SEE ALSO:
Briefcase Builder
In-App Profile Settings in the Field Service Mobile App

Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage
EDITIONS
linked accounts, and provide feedback to Salesforce about the app.
View pending uploads Classic (not available in all
orgs) and Lightning
The upload queue shows pending uploads that the app sends to your org when internet access is Experience
restored. Each upload represents individual changes to records that the user has made in the order
that they made them. If an upload in the queue encounters an error, the queue will pause until the The Field Service core
error is resolved. To delete a pending upload, swipe it left and confirm the deletion. features, managed
Manage linked accounts Unlimited, and Developer
Editions.
In the account management section, you can log out from your current user profile or log in with
a different account. To access the Field Service
Give feedback license.
Tap the feedback button to share your feedback about the app with Salesforce. Your Salesforce
admin doesn’t receive the feedback you submit.
Advanced Settings
Tap the Flow Refresh button to immediately refresh the flow metadata from the server.
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Tap the Clear Cache Metadata button to refresh all metadata from the server. Note that this action does not touch customer data.
SEE ALSO:
Use Time Sheets in the Field Service Mobile App

View time sheets, log working hours, and submit time sheets for approval on the go.
EDITIONS
To ensure that mobile workers can access time sheets on their mobile devices, make sure that you
follow the setup steps in Get Started with Field Service Time Sheets on page 300. Available in: both Salesforce
1. To access mobile time sheets, tap Profile, then tap . orgs) and Lightning
2. View your current time sheets or use the dropdown menu to view past time sheets. To view Experience
time sheet details, such as time sheet entries and related lists, tap View Time Sheet.
The Current Time Sheets list view shows time sheets that are within the current time period. features, managed
Once the time period is over, time sheets are moved to the Past Time Sheets list view. For package, and mobile app
example, if your time period ends on Friday, a new time sheet appears in the Current Time are available in Enterprise,
Sheets list view on Monday. Unlimited, and Developer
Editions.
3. To create time sheet entries, navigate to the time sheet overview screen. Then tap + next to a
date in the time sheet, and enter the time sheet entry details.
USER PERMISSIONS
4. To submit a time sheet, navigate to a current or past time sheet and tap Submit.
To view time sheets and
Note: If the Salesforce admin hasn't set up an approval process, users don't see the time sheet entries:
Submit button. • Read on time sheets
Considerations and limitations for mobile time sheets: To create, update, or delete
time sheet entries:
• Only the time sheet owner has access to view, track, modify, or submit a time sheet. To provide • Edit on time sheets
that access to a different user, reassign ownership to the new user.
To create time sheets:
• Salesforce syncs time sheet data to the cache. If mobile users are offline, they can see time • Create on time sheets
sheets that were previously viewed and cached. When they go back online and their device's
time sheet data is out of sync with the server's data, they are prompted to review a new version
of their time sheet. Users must be online to submit time sheets.
• To access mobile time sheets for the first time, users may need to log out and then log back in to the Field Service mobile app.
• The service resource must own the time sheet record for the time sheet icon to show on the Profile tab.
• After a user submits a time sheet, the status doesn’t visually update from Unsubmitted to Pending. To view the updated status,
refresh the screen.
• In the mobile app, the submitter can’t choose an approver manually.
• To give the best performance and offline experience, users can't update time sheets that are pending or approved. If your workflow
allows these changes, you can use a quick action or flow to update the status.
SEE ALSO:
Get Started with Field Service Time Sheets
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Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed
EDITIONS
tab.
To show the Feed tab on the work order overview carousel, enable feed tracking on work orders. Available in: both Salesforce
1. From Setup, enter Chatter into the Quick Find box and select Feed Tracking.
orgs) and Lightning
2. Select Work Order from the object list. Experience
3. Check Enable Feed Tracking. The Field Service core
4. Click Save. features, managed
Limitations
• The Feed tab in iOS is supported only on the work order, work order line item, service Unlimited, and Developer
appointment, and case objects. The Feed tab in Android is supported only on the work order, Editions.
work order line item, and service appointment objects.
• (Android only) Chatter is disabled when the app doesn’t have internet connectivity. mobile app, users need the
SEE ALSO: license.

USER PERMISSIONS
To customize fields tracked

in feeds:
To view the field tracking
setup page:
• View Setup and
Configuration
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Service reports summarize the work that was performed by a customer, and can be signed by the
EDITIONS
mobile worker, customer, and others involved in the work. Learn how to configure the Field Service
mobile app to support service report generation and review important considerations about offline Available in: both Salesforce
service reports and service report previews. Classic (not available in all
To allow app users to preview and create service reports, make the following configurations. orgs) and Lightning
Experience
1. Complete the steps in Create Service Report Templates to prepare for and create service report
templates The Field Service core
features, managed
2. Ensure that the service appointment page layout includes the Service Reports related list.
3. Add the Work Type field to work order and work order line item page layouts, and make are available in Enterprise,
sure users have permission to view it. Unlimited, and Developer
4. Add the Service Report Template field to the work type page layout. Editions.
5. (Recommended) Select a service report template in the Service Report Template field on each To access the Field Service
work type in your org. mobile app, users need the
Create a Service Report in the App license.
To create a service report in the app, navigate to a service appointment, work order, or work
order line item. Tap the action icon, then tap Create Service Report. If the service report
USER PERMISSIONS
template includes a signature section, you’re prompted to Sign & Confirm. If there isn’t a
signature section, only a Confirm option appears. To create or edit a Service
In Android, the Create Service Report action appears on the Service Reports card. If a work order Report Template:
already has a service report, users can edit the existing report, but can’t create additional reports. • Customize Application
A service report is translated in the language selected in the Service Report Language field on
the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add
languages, in Settings, use Quick Find to search for Translation Language Settings. Click Edit next to the desired language, then click
Active. To add a user as a translator for the language, select them from the available list and click Add, then Save.
Create a Service Report Offline
Mobile workers can create service report previews while offline. For the iOS app, you can disable offline service report generation.
1. From Setup, enter Connected Apps in the Quick Find box, then select Connected Apps.
2. Click Salesforce Field Service for iOS.
3. In the Custom Attributes list, click New.
4. Set the Attribute key to DISABLE_SERVICE_REPORT_PREVIEW_IOS.
5. Set the Attribute value to "true". Be sure to include the quotation marks.
Limitations
• Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this
order:
1. The work order template
2. The work type template
3. The standard template
• Service report previews have these limitations:
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– Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device
is online.
– The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews
can be out of date. This limitation applies to online and offline service report previews.
– If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
– Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
– Roll-up summary fields are blank.
– Related lists behave differently in mobile previews.
• The order of records in related lists can differ between the preview and the printed report.
• If a service report template includes a related list, the list populates only if it's on the page layout of the record that the
service report is being generated for.
• On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout
to appear on the preview.
– These elements aren’t visible:

• Cases related list
• Headers and footers
• Organization fields
• Certain data fields
• Images in rich text fields on a service report template or service appointment, work order, or work order line item page
layout
• The Digital Signature object Place field isn’t supported.

• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of
text fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when
the service report is generated.
• The signature image doesn't appear when mobile workers create multiple service reports offline from the same record on the
Field Service mobile app.
SEE ALSO:
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Knowledge articles can be attached to work orders, work order line items, and work types to share
EDITIONS
product specs, instructions, and guidelines with your team.
Letting App Users View Knowledge Articles Classic (not available in all
orgs) and Lightning
To let Field Service mobile app users view knowledge articles: Experience
• Ensure you have Salesforce Knowledge set up in your org.
• Add the Articles related list to work order and work order line item page layouts. features, managed
Viewing Articles in the App Unlimited, and Developer
To view the Articles related list on a work order, tap Related in the work order carousel. Tap the Editions.
name of an article to view it. The Knowledge card in the work order overview screen also shows
articles attached to the work order or work order line item.
Limitations license.
• (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally.
Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open
themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the
Session Settings page in Setup.
• (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
• (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the
related list.
• (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
• If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that
language. If the device isn’t running in a supported language, no knowledge articles are shown.
SEE ALSO:
Salesforce Knowledge
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Resource absences indicate when a service resource is unavailable to work. During schedule
EDITIONS
optimization, service resources aren’t assigned to appointments that conflict with their absences.
View and manage absences from the Profile tab in the app. Or view work and absences together Available in: both Salesforce
in the Schedule tab. Classic (not available in all
To allow users to create, update, and delete absence records from the app, make the following orgs) and Lightning
configurations. Experience
1. Add the Absences related list to the service resource page layout, and customize its fields as The Field Service core
needed. features, managed
Tip: The date picklist values on resource absences are based on the Picklist Time are available in Enterprise,
Interval in Minutes setting on the Field Service Mobile Settings page in Setup. Unlimited, and Developer
Editions.
2. Add the "Non Availability" record type to user profiles.
a. From Setup, in the Quick Find box, enter Users, and then select Profiles.
b. Select the user profile that you want to add the record type to. Field Service Mobile user
c. Under Apps, select Object Settings. license.
d. Select Resource Absences and click Edit.

USER PERMISSIONS
e. Next to Non Availability, select the circle for Default Record Type. The checkbox for Assigned
Record Type is automatically filled in. To view, create, edit, or
delete resource absences:
Important: For resource absences created from the app to be considered for schedule
• Read on service
optimization, Non Availability must be selected as the default record type.
resources
f. Click Save. To customize the page
layout:
3. Optionally, hide certain resource absence types in the app. • Customize Application
a. From Setup, in the Quick Find box, enter Connected Apps, and then select Manage To customize Field Service
Connected Apps. mobile settings:
b. Select Salesforce Field Service for Android or Salesforce Field Service for iOS.
c. Under Custom Attributes, click New.
d. For Attribute key, enter EXCLUDE_RESOURCE_ABSENCE_TYPES.
e. For Attribute value, enter a comma-separated list of the resource absence types you want to hide from the Profile tab, and then
click Save.
For example, if you want to hide meetings and trainings, you would enter "Meeting,Training".
4. To control how many resource absences are displayed in the app, set a date range in Field Service Mobile Settings.
a. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select Field Service Mobile
Settings.
b. Edit the mobile setting configuration, then choose values for the Future Days in the Date Picker and Past Days in the Date
Picker fields. For example, select 7 days in the past and 30 days in the future so workers can see absences in the prior week and
the month ahead.
5. Optionally, combine resource absences with the work items on the Schedule tab. Mobile workers get an integrated view of the
schedule. Desktop users don’t see absences added to Service Appointment list views.
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a. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select Field Service Mobile
Settings.
b. Edit the configuration where you want to add absences to the schedule, and select Display resource absences in the Schedule
page.
Managing Absences in the App

View and manage absences from the Absences card on the Profile tab. You see absences for the date range specified in Field Service
Mobile Settings.
To create a resource absence, click the + icon. The Type field indicates the nature of the time off from work, and comes with the
following values:
• Vacation (default)
• Meeting
• Training
• Medical
SEE ALSO:
View and Complete Work Plans on the Field Service Mobile App
Front-line workers can use the Field Service mobile app to view and complete work plans. Using
EDITIONS
the Work Plans tab, they can complete assignments quickly and accurately.
The Work Plans tab displays all the work plans associated with a work order and its related work Available in: Lightning
order line items. Experience
Note: If a work order doesn’t have related work plans, the Work Plans tab is hidden. The Field Service core
features, managed
1. On the home screen of the Field Service app, tap a service appointment. package, and mobile app
2. To view the work plans associated with your work order and all its related work order line items, are available in Enterprise,
tap the Work Plans tab. If the tab doesn’t show right away, pull to refresh the work order page.
Editions.
Work plans associated with a work order are grouped and displayed first on the Work Plans tab.
Work plans associated with work order line items are grouped by their parent work order line
item and displayed at the bottom of the Work Plans tab. The work order line item ID is displayed USER PERMISSIONS
in the work plan header.
To view and update work
Note: You can view the work plans and work steps associated with a work order and its plans:
work order line items using the work order’s Related tab. You can also view work plans • Read and Update
related to work order line items from the Work Plans tab on the work order line item’s permissions on the work
plans object
page.
To run flows associated with
3. Expand a work plan to view its details and its associated work steps. work steps:
• Run Flows permission or
4. On the work plan, view the progress of the work plan on the progress ring. The progress ring
the Flow User field
is updated based on the real-time progress of the work plan. enabled on the user
5. To edit or view the details of a work plan, tap the overflow menu of the work plan. detail page AND View
Setup and Configuration
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6. On the work step, view the status of a step on the step’s status icon. You can also view different fields associated with the step.
Note: If more than one field is displayed for a work step and the text in the first field is long, the second field doesn’t display.
7. To view the details page of a work step, tap the name of the step. Here, you can find the description and other information related
to the step.
8. To edit the information on the work step detail page, tap the overflow menu of a work step, and select Edit Work Step. From the
overflow menu, you can also mark a step Not Applicable or Complete.
Note: If you don’t have permission to edit a work plan, a lock icon is displayed for all its associated work steps. The lock
icon indicates that you can view these steps but you can’t update the status or other fields on the step.
9. To mark a work step’s status completed, tap the gray circle next to the work step name, or select Complete on the work step’s
overflow menu.
If the step is a simple instruction such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a
quick action or a field service mobile flow, selecting Complete starts it.
Note: If a step includes a quick action or flow, an action icon is displayed next to the status icon. The action icon indicates
that an action or flow starts after tapping Complete. If a step’s quick action or flow fails to load, an error icon is displayed
next to the status icon.
When a flow or quick action is completed, we change the status of the work step to Complete. Completed work steps remain on
the work plan record.
Note: Tapping a completed work step relaunches the quick action or flow associated with that step. Tapping a completed
work step with no associated quick action or flow resets the status of that step to New.
10. You can set different statuses to a work step by tapping the overflow menu of the step and selecting Edit Work Step.
Note: To edit a work step, turn on Enable Full Edit on Records under Field Service Mobile Settings.
On the Status section of the details page, select the relevant status, and tap Save.
SEE ALSO:
Quick Actions
Flows
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Receive in-app updates that notify you of automatic status changes. If the app is running in the
EDITIONS
background, these updates appear as notifications.
1. When you’re within the time frame and the area of your appointment, update the appointment’s Available in: both Salesforce
status according to the mode your company uses for status updates. Classic (not available in all
If you’re on your way to your next service appointment outside of the time frame, you’ll be orgs) and Lightning
Experience
prompted to update your status manually.
• Manual—A prompt appears to suggest a status update. To accept the suggestion, click The Field Service core
Update Status. To update the status later, click Cancel. features, managed
Editions.

license.
USER PERMISSIONS
To change statuses:
• Field Service Mobile
License
• Timed—A prompt appears to suggest a status update, and the progress bar indicates the time that remains before the status
is updated. To accept the suggestion, click Update Status. To update the status later, click Cancel.
• Automatic—A prompt appears to notify you that the status was updated.
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2. When you leave the area of the service appointment, update the appointment’s status according to the mode your company uses
for status updates.
• Manual—A prompt appears to suggest status updates for your previous and next appointments. To accept the suggestions,
click Update Statuses. To update the statuses later, click Cancel.
• Timed—A prompt appears to suggest status updates for your previous and next appointments. The progress bar indicates the
time that remains before the statuses are updated. To accept the suggestions, click Update Statuses. To update the statuses
later, click Cancel.
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• Automatic—A prompt appears to notify you that the statuses of your previous and next appointments were updated.
3. Your service appointment statuses are updated until you finish work for the day.
Note: If you’re offline when you update a status, the change is synced when you’re back online.
SEE ALSO:
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Manage Bundled Service Appointments on the Field Service Mobile App

You can view and report your progress on one or more bundled service appointments.
EDITIONS
Watch the video to see how grouping short appointments at nearby or same-site locations to create
a bundle helps you and your customers. Available in: both Salesforce
Experience
1. In the Field Service mobile app, tap Schedule.
Bundles have the bundle icon .
features, managed
Editions.

license.
USER PERMISSIONS
To manage bundles in the

Field Service mobile app:
• Field Service Mobile
License
Field Service Recourse
Permissions
2. Tap a bundle.
3. Tap View Bundled Service Appointments, or open the APPOINTMENTS tab.
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Note: The fields shown for each bundled service appointment are based on the fields selected in the Bundle Member Service
Appointments related list search layout on the Service Appointment object.
4. Edit a single bundled service appointment to update the status, or update multiple appointments together.
a. Tap .
b. Select the bundled service appointments, and tap Update Status.
c. Select the new status, and tap Save.
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Field Service

Salesforce, Summer ’23

What’s Included in Field Service

Welcome to the Field Service Learning Map

Field Service Limits and Limitations

Manage Field Service Reports

Field Service Limits and Limitations

The Field Service core

Maximum number of service territories in a 10,000

Maximum number of work orders in a work 10,000

Maximum number of work order line items in 10,000

Maximum number of maintenance work rules 25,000

Note: Tip To decrease the number of work orders

Maximum number of days that can be specified in the Generation 365

Maximum number of years that can be specified in the Generation 20

Maximum number of locations in a location hierarchy 10,000

Maximum number of signature blocks on a service report template 20

Maximum number of values in the Signature Type picklist on digital 1,000

Maximum number of child assets per asset 2,000

Maximum number of levels in an asset hierarchy 50

Maximum number of appointments that can be scheduled at once 50

Maximum runtime in seconds for the Group Nearby Appointments 60

Maximum number of coordinates in a map polygon 3,200

(Recommended) Maximum number of polygons in an org 30,000

Maximum number of report markers on the Gantt map 500

Maximum number of rows on the Gantt 500

Maximum number of service appointments in the appointment 3,000

Maximum number of service appointment sharing records that 50,000

Maximum number of skills considered per service resource during 50

Maximum number of operating hours records displayed in the 2,000

Maximum number of service appointments displayed in the 1,000

Maximum number of resource absences displayed in the 200

Maximum number of active scheduling recipes per category 75

Maximum number of active scheduling recipes per org 1,000

Schedule Optimization Request Limits

Maximum service appointments optimized per rolling 24 hours 50,000

Maximum service appointments optimized per request 5,000

Maximum service territories optimized in a request 100

Maximum service resources optimized per request 500

Maximum days optimized per request 21

Maximum number of objects passed to the optimization service 45,000

Maximum number of objects returned synchronously for In-day 1,000

Field Service Key Concepts and Glossary

Available in: both Salesforce

Day of service The actual execution day of the planned job.

Gantt chart See Dispatcher console: Gantt.

Map See Dispatcher console: Map.

Product request A request for one or more parts.

Product transfer A transfer of inventory between locations.

Return order A record of inventory returns or repairs.

Service appointment number A unique service appointment identification number.

Service resource See Mobile worker.

Set Up Field Service

10. Setting Field Service Key Performance Indicators

Enable Field Service

Install the Field Service Managed Package

Manage Field Service Permissions

Field Service Permission Set Licenses The Field Service core

Get to Know Field Service Personas

Self-service Self-service users are your customers. You can