Enable Field Service and Create Service Resources

Learning Objectives

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

Configure your initial field service settings.
Create users for field service.
Assign your users to field service resources (mobile workers).

Follow Along with Trail Together

Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series.

(This clip starts at the 11:11 minute mark, in case you want to rewind and watch the beginning of the step again.)

Ready to Get Hands-on with Field Service?

Create a Trailhead Playground now to follow along and try out the steps in this module. Scroll to the bottom of this page, click a playground name, and then select Create Playground. It typically takes 3–4 minutes for Salesforce to create your Trailhead Playground. You also use the playground when it's time to complete the hands-on challenges.

Yes, we really mean a brand-new Trailhead playground! If you use an existing org or playground, you can run into problems completing the challenges.

Enable Field Service

To get up and running, enable Field Service and take care of a few important settings in your new playground.

From Setup, enter field service in the Quick Find box, then select Field Service Settings.
Click the toggle to enable Field Service.
After Field Service is enabled, adjust the settings.
1. Since you want your workforce to stay informed about the work they’re assigned to do, under Notifications, select Enable notifications.
2. Under Auto-Created Service Appointments, set the Days After Created Date to 3. This means the due date on auto-created appointments is three days after the created date.
3. For both work orders and work order line items, make sure that the Subject field is selected as the field to search when suggesting articles from Salesforce Knowledge.
4. Click Save.

Now Field Service is enabled in your org.

Create Your Field Service Users

You need some helpers to get your mobile services off the ground. You already have one, you!

Because only two Salesforce licenses are available in developer orgs, you must use the Salesforce admin's profile (that’s your profile) to create one field service user. Look at all the hats you can wear! You’ll create a second stellar mobile worker as part of the hands-on challenge for this unit.

Adjust your profile to fit a field tech out of New York.

From Setup, enter users in the Quick Find box, then select Users.
Click your name in the user list.
Click Edit, then change the following information.
1. Select: Knowledge User
2. Ensure Service Cloud User is selected.
3. Time Zone: Eastern Time (America/New_York). This label varies depending on if you’re in daylight or standard time.
Click Save.

You now have users you can assign as service resources so they have access to the core field service features.

Create Field Service Resources

Make yourself a service resource so you can bring service to your customers.

From the App Launcher, find and select Service Resources.
Click New.
For Name, enter your name.
For User, use the lookup field to select yourself. The user doesn’t have to match the Service Resource name.
Use the Resource Type dropdown to select Technician.
In the Description text box, enter: Field tech for the New York area.
Select Active.
Click Save. If you get a message stating, “This page isn't available in Salesforce Lightning Experience or the mobile app”, you can ignore it.

Now you have a service resource record in Salesforce for your mobile worker (in this case, you!).

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