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Manage Common Field Service Jobs

Learning Objectives

After completing this unit, you’ll be able to:
  • Identify your common field service jobs.
  • Define which skills are needed to perform which jobs.
  • Identify which parts are needed for which jobs.

Create Work Types

Welcome back to your new Field Service center! If you completed the Field Service Basics module, you’ve already taken care of the nuts and bolts. (If you haven’t completed that module yet, go ahead and do it now.) So far, you’ve got your operating hours in your two service territories with your two stellar field agents ready to serve. Now you need some work! Field Service is centered around work orders, which agents can create from work type templates. Dispatchers assign work orders to service appointments and resources.

Work types are easy templates you can create for those common jobs your mobile workforce performs. For example, if your company is a high-speed cable provider, installing cable is a job your field techs do almost every day. You can add the approximate time and specify the parts and skills required to do a job so the right mobile resource is assigned the task.

Create a work type so agents can quickly create work orders when cable install jobs come in.

  1. To follow along in Trailhead, use the same Trailhead Playground you used for the Field Service Basics module.
  2. From the App Launcher, find and select Work Types.
  3. Click New.
  4. For Work Type Name, enter Cable Install.
  5. In the Description text box, enter Install connection cable.
  6. For Estimated Duration, enter 2.
  7. In Duration Type, select Hours. Because, normally, your field technicians install cable in under 2 hours.
  8. Check Auto-Create Service Appointment. This means every time a work order is created with this work type, a service appointment is created.

    Create a work type page
  9. Click Save.

That’s a basic work type. Now you can add required skills and parts.

Assign Required Skills

Your mobile workforce has great skills, but they don’t all have the same skills. Each work type requires a different skill set to successfully complete the task and make your customers happy. Relate the field service skills needed to install a cable to the work type.

Skills are super easy to create. However, you must create them in Salesforce Classic.

  1. Click on your profile picture.
  2. Near the bottom of the dialog window, click Switch to Salesforce Classic.
  3. From Setup, enter skills in the Quick Find box, then select Skills under Field Service.
  4. Click New.
  5. For Name, enter Cable Install.
  6. In the Description text box, enter Laying Cable.
  7. Skip the “Assign Users” and “Assign Profiles” sections, which are specific to Chat. Create a Skill page in Salesforce Classic
  8. Click Save.

You can now assign the skill to service resources and list it as required on work types, work orders, and work order line items. Switch back to Lightning Experience and start with your service resources.

  1. Select Switch to Lightning Experience.
  2. From the App Launcher, find and select Service Resources.
  3. Click Jane Cando in the Name column.
  4. Go to the Related tab.
  5. In the Skills related list, click New.
  6. Use the Skill lookup to select Cable Install.
  7. Enter skill level 95. (Skill level can range from 0 to 99.99. The way your organization calculates skill level is up to you!)
  8. Enter a start date. For simplicity, just click the date to the right of the dialog to automatically enter today’s date. Create a Service Resource Skill dialog
  9. Click Save & New.

Watch this: Now assign the skill to a different user, without leaving this dialog box!

  1. Click the in the Service Resource field.
  2. Select your name in the list of service resources.
  3. Use the Skill lookup to select Cable Install.
  4. Enter skill level 99.99, because you’re just that awesome.
  5. Enter a start date. For simplicity, just click the date to the right of the dialog to automatically enter today’s date.
  6. Click Save.

Now assign this skill as a required skill on your Cable Install work type.

  1. From the App Launcher, find and select Work Types.
  2. Click Cable Install.
  3. Go to the Related tab.
  4. In the Skill Requirements related list, click New.
  5. Select Cable Install in the Skills Required list.
  6. Enter a skill level of 75.
  7. Click Save.

Cable installation is now listed as a required skill on the Cable Install work type.

Identify Required Parts

Your field service jobs need the right parts along with employees with the right skills. Identifying required parts in field service starts with associating your products with a field service location, such as a warehouse, utility van, or tool box. In Field Service, this relationship between a part and a location is known as a Product Item. To start, you need a product and a location.

  1. From the App Launcher, find and select Products.
  2. Click New.
  3. For Product Name, enter Cable (100 ft).
  4. Check Active.
  5. In the Description text box, enter 100 foot connection cable.
    Create Product page
  6. Click Save.

Now you need an inventory location. Let’s start by preparing the location page layout.

  1. From the Object Manager in Setup, enter location in the Quick Find box.
  2. Click Location in the Label column.
  3. Click Page Layouts.
  4. Click Location Layout in the Page Layout Name column.
  5. Drag the Inventory Location field to the Information section.
    Location page layout settings
  6. Click Save.

Next, create a location to represent Jane Cando’s service wagon.

  1. From the App Launcher, find and select Locations.
  2. Click New.
  3. For Name, enter Jane’s Wagon.
  4. For Location Type, select Van.
  5. For Time Zone, select Pacific Time (America/Los_Angeles).
  6. Check Inventory Location, which means that the location can be associated with inventory. Create Location page
  7. Click Save.

Now, associate the location with a service territory.

  1. On the location record, go to the Related tab.
  2. In the Service Territory Locations related list, click New.
  3. For Service Territory, select San Francisco Area.
  4. Click Save.

Now it’s time to associate a product with your location by creating a product item.

  1. Find the Product Items related list on Jane’s Wagon’s Related tab. Or, from the App Launcher, find and select Product Items.
  2. Click New.
  3. For Product, select Cable (100 ft).
  4. For Location, select Jane’s Wagon.
  5. Enter 50 as the Quantity on Hand in Jane’s van.
  6. Select Each for Quantity Unit of Measure.
    Create Product Item page
  7. Click Save.

Now make this part a required product on your Cable Install work type.

  1. From the App Launcher, find and select Work Types.
  2. Click Cable Install.
  3. Go to the Related tab.
  4. In the Products Required related list, click New.
  5. In the Product Required lookup, select Cable (100 ft).
  6. For Quantity Required, enter 1.
  7. For Quantity Unit of Measure, select Each.
    Create Product Required dialog
  8. Click Save.

You can also attach knowledge articles to work types to put the right specs and instructions at your team’s fingertips. A work type’s attached articles show up on work orders and work order line items that use the work type.

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