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Customize User Settings

Learning Objectives

After completing this unit, you’ll be able to:

  • Customize a mobile worker’s push notifications.
  • Add a quick action to a mobile worker’s app.
  • Set up a flow to speed a mobile worker through a process.

Keep Workers Informed with Push Notifications

When you're managing a team of mobile workers spread across different locations throughout the day, communication is everything. Your dispatchers are making updates back at the office, but those changes don't mean much if your mobile workers don't know about them. Without a reliable way to get information to them quickly, you risk missed appointments, confusion, and frustrated customers.

One way that your dispatchers can communicate with mobile workers is by sending messages called push notifications to their mobile devices. For example, a mobile worker receives a push notification in their app telling them their schedule has changed. Then the worker can check out their new schedule to see their new tasks. It's a simple workflow, but it makes a big difference in keeping everyone aligned and moving efficiently throughout the day.

Before push notifications can start flowing to your mobile workers, you need to enable them in your Field Service settings. Let's walk through how to turn on push notifications so your team stays connected and informed.

  1. From Setup, enter Field Service Settings in the Quick Find box, then select Field Service Settings.
  2. Under Notifications, verify that Enable notifications is selected, and save your changes.
  3. Under Sharing, select the first three sharing settings.

Field Service Setting pane with Enable notifications and Sharing settings selected.

  1. Save your changes.

Next, set up mobile push notifications for the Dispatched status.

  1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select Field Service Mobile Settings.
  2. In the Field Service Mobile Settings pane, click Field Service Mobile Settings.
  3. From the dropdown, select Show Details.
  4. Scroll down to Notification Settings and edit to select Send appointment notifications on dispatch.
  5. Verify that Send appointment notifications on assignment is also selected.

Notification Settings pane with assignment and dispatch notifications selected.

  1. Save your changes.

With these settings in place, whenever your dispatcher dispatches a service appointment, a notification appears in the Field Service mobile app. They also see a notification if an assignment is changed or removed. Even if the dispatcher later changes the service appointment or removes the worker from it after it’s dispatched, they will still receive the notification.

Add a Quick Action

Your mobile workers are constantly on the move, and every second counts when they're in the field. The faster they can complete routine tasks in the app, the more time they have to focus on the actual work at the customer site. Agentforce Field Service and Operations gives you a powerful way to do this — Quick actions. Instead of navigating through multiple screens and tapping through several steps, a quick action puts that task right at their fingertips.

One common request from field service teams is a quick action that lets mobile workers update service records on the fly. Whether they're marking a job as complete, updating the status, or logging key details, having a fast way to do this without leaving their current screen can save valuable time throughout the day. When you multiply those saved seconds across dozens of appointments and multiple workers, the efficiency gains really add up. Here's how to create one:

  1. Click The setup icon, then select Setup.
  2. Click Object Manager and click Service Appointment.
  3. Click Buttons, Links, and Actions.
  4. Click New Action, and fill in the following details
    • Action Type: Update a Record
    • Standard Label Type: Update [Record]
    • Name: mobile_update
    • Success Message: Record successfully updated
  5. Click Save.

New action to update records for field workers.

Now you need to add the quick action to the Service Appointment page layout so it shows up on your team’s mobile devices.

  1. Click The setup icon, then select Setup.
  2. Click Object Manager and click Service Appointment.
  3. Click Page Layouts.
  4. Click the page layout FSL Service Appointment Layout.
  5. From the layout editor, select Quick Actions.
  6. Drag the Update Service Appointment action into the Quick Actions in the Salesforce Mobile and Lightning Experience Actions section.
  7. Save your changes.

The action appears in the app and on the full Salesforce site for profiles using the selected layout (FSL Service Appointment Layout) as their page layout.

Create a Flow

Another way of simplifying routine tasks and processes for your mobile workers is by using Flows. Most field service jobs have very strict, structured processes that direct the flow of work. Whether it's safety checks before starting work, quality assurance steps before closing out a job, or compliance requirements that must be documented, having a process in place ensures that nothing gets missed.

Flows let you create guided, step-by-step processes that mobile workers can complete right from their device, checking off each task as they go. Everything gets logged automatically, giving you visibility and peace of mind that critical steps are being followed. And your workers can't skip ahead or mark the job complete until every item on the checklist is addressed. It's a simple way to enforce best practices and maintain consistency across your entire team.

The first thing to do is to create a blank flow:

  1. Click the App Launcher (App Launcher).
  2. In the Search apps and items box, search for and select Automation.
  3. In the Flows panel, click New.
  4. In the Search automations box, search for and select Field Service Mobile Flow.

Next, you need to add items to the new flow.

  1. On the flow canvas, on the path after the Start element, click Add Element and select Screen.
  2. For the label, enter Safety Checklist.
  3. Click API Name and let it auto-populate.
  4. Add items to the screen.
    • Drag Checkbox from the list to the screen.

Dragging the checkbox to the Flow Label area.

    • For the checkbox label, enter Are you wearing a mask?
    • Drag a second Checkbox under the first one.
    • For the label, enter Have you sanitized your hands?
    • Drag a third Checkbox under the second.
    • For the label, enter Have you sanitized your tools?
    • Click Done.

Flow containing the checkboxes.

  1. Click Save to save the flow.
  2. For the Flow Label, enter Safety Checklist Flow.
  3. Click Flow API Name to auto-populate it.
  4. Click Save.
  5. Click Activate.

Finally, connect the flow to your team’s mobile app.

  1. Click The setup icon, then select Setup.
  2. In the Quick Find box, enter field service mobile and click Field Service Mobile Settings.
  3. From the dropdown, select Show Details.
  4. Scroll down to App Extensions and click New.
  5. Fill out the values.
    • Type: Flow
    • Launch value: Safety_Checklist_Flow.This field tells the system the name of the flow which has to be connected to the app.
    • Label: Safety Checklist
    • Name: Safety_Checklist
    • Scoped to Object Types: ServiceAppointment.This field stands for the object API Name.
  1. Save your changes.

App Extension pane with the values filled in.

The flow is now part of the team’s mobile app. Now, when any of your mobile workers go for their next appointment, they can click the action menu to find and complete the safety checklist you designed.

You've now taken the Field Service mobile app beyond the basics and customized it to better support your mobile workers in the field. You enabled push notifications to keep your team informed in real time, added a quick action to streamline common tasks, and built a flow that ensures important processes are followed consistently.

These customizations might seem small on their own, but together they create a smoother, faster, and more reliable mobile experience. Your mobile workers spend less time navigating the app and more time delivering great service to customers. And with flows and quick actions in place, you've built consistency and accountability into everyday field operations.

Resources

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