Set Up a Mobile Worker

Learning Objectives

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

  • Download the connected app.
  • Set up a mobile worker as a service resource and assign them licenses.
  • Assign the FSL Mobile License permission set.
  • Set up sharing for a worker's service resource record.
  • Optimize offline priming.

Download the Connected App

Maria has already downloaded and configured the Field Service managed package. Now she's setting things up for her mobile workers. To do that, she downloads the managed package for the connected app. The connected app provides push notifications, geolocation services, and other app settings. Her mobile workers need all those features to do their jobs. 

Maria then downloads the managed package for the connected app into a sandbox and tests it. Once she’s sure it works for her, she installs it into Ursa Major’s production org.



In this module, we assume you are a Service Cloud administrator with the proper permissions to set up your org for mobile users. If you’re not an administrator for Service Cloud, that’s OK. Read along to learn how your administrator would take the steps in a production org. Don't try to follow these steps in your Trailhead Playground. Field Service Mobile isn't available in the Trailhead Playground.

In the Download the Connected App help topic, copy the link to install the managed package.

  1. In an incognito window, paste the link.
  2. On the Salesforce login screen, enter the username and password for the org where you want to install the package, then click Log In.
  3. Select Install for Admins Only, then click Install.
    Managed package installation page
  4. Approve the request to grant access to third-party websites for geolocation and optimization services.
  5. Wait for a message telling you that you’ll be notified by email when the package is installed, and click Done.

Maria spends the time thinking about what she needs to do to set up her mobile workers. She decides to start with James Clifton because he volunteered to be the first mobile worker at Ursa Major to try out the new app.

Create a Service Resource

Remember James Clifton from the previous unit? Let's see how Maria set him up as a mobile worker at Ursa Major. When he first started working for Ursa Major, Maria created James Clifton’s user account. She makes sure it’s active and that James logged in to set up his password. If your new mobile worker doesn’t have a standard user account, create one.

But James is more than an ordinary user. He’s also a service resource, which is another word for mobile worker in Field Service. Mobile workers operate in a particular territory, such as Los Angeles. They also need mobile and scheduling licenses to view the app on their phones. Maria set those up too.

Assign Yourself Field Service Admin Permissions

Maria has been working with Field Service for a while and already has Field Service Admin permissions. You should have them too, if you completed the Install the Field Service Managed Package project. But if you’re just setting things up, you might not. First, check to see if you do.

  1. Click The setup gear., then select Setup.
  2. In the Quick Find box, enter users and click Users.
  3. Click your name.
  4. Under your name, click Permission Set Assignments.
  5. Look for FSL Admin Permissions.

If you don’t see that permission set, assign it to yourself.

  1. In the Quick Find box, enter permission sets and click Permission Sets.
  2. In the list of permission sets, click FSL Admin Permissions.
  3. Click Manage Assignments.
  4. Click Add Assignments.
  5. Select the box next to your name and click Assign.
    Maria selects Jimenez, Maria, and clicks Assign.

Now Maria is ready to set up James Clifton as a service resource.

Create a Service Resource

Maria sets up James as a service resource on her field service team. Again, you should have set this up, if you completed the Install the Field Service Managed Package project. If not, here's how.

From the App Launcher, find and open Field Service Admin.

  1. Click the Field Service Settings tab.
  2. Click Go to Guided Setup.
  3. Click Create Service Resources.
  4. Select the username. Maria selects James Clifton.
  5. Select the service territory. Maria selects Los Angeles.
  6. Click both icons to assign Scheduling and Mobile licenses and permissions to the service resource.
    Guided Setup window showing James Clifton as a new service resource in Los Angeles with both licenses selected.
  7. Click Add.


Now James Clifton can be scheduled for jobs in the Los Angeles territory. He and his dispatcher can view his schedule on his desktop. He’s also been assigned the correct permission sets: FSL Mobile License, FSL Resource License, and FSL Resource Permissions. He’s almost ready to go.

Assign Service Record Access

Maria gives James access to his service resource record so that he can see it in his mobile phone.

  1. In the upper right corner, click your avatar and choose Switch to Salesforce Classic.
  2. Click the + menu to display All Tabs.
  3. In the All Tabs pane, click Service Resources.
  4. In the Service Resources tab, select All Service Resources and click Go.
  5. Click the username. Maria clicks James Clifton.
  6. At the top of the user record, click Sharing.
  7. Note


    If there isn't a Sharing button, your org gives all users access and you don't need to do anything else to make that happen. For more information about sharing, check out Why can’t I see the Sharing button on a record in Salesforce Classic?
  8. Click Add.
  9. From the dropdown, select Users.
  10. Add the user to the Share With list. Maria adds James Clifton. James Clifton’s service resource with sharing set up
  11. Click Save.
  12. Click Switch to Lightning Experience.

Speed Up Offline Priming

Maria installs the mobile app on her phone and tests it. She notices that when she opens the app, she has to wait for a few minutes while everything downloads. She doesn’t want her team to have to wait that long.

Maria knows how to fix this. By default, the mobile app primes your phone with all service appointments for 45 days before and after the current date. That’s a lot of data, and it takes a while to download. Maria’s field service team only needs to service appointment information for last week and next week.

Maria decreases the data range to 7 days before and after today.

  1. Click The setup gear. , then select Setup.
  2. In the Quick Find box, enter mobile settings and click Field Service Mobile Settings.
  3. Click Edit.
  4. In the Future Days in the Date Picker field, enter the range. Maria enters 7.
  5. In the Past Days in the Date Picker field, enter the range. Maria enters 7.
  6. Click Save.

When she opens the app again, it’s much speedier.

Now Maria has set up everything for James. She’s installed the connected app, set him up as a service resource, and assigned him the necessary licenses and permissions. Then she changed the range of service appointments downloaded to his phone to increase his productivity. Let’s follow James on an ordinary day and see what he does.


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