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Customize Dispatcher Console Settings

Learning Objectives

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

  • Change dispatcher console settings.
  • Change the fields displayed in the dispatcher console.
  • Enable drip feed scheduling.

Change the Time Zone Displayed

The dispatcher console includes a Gantt that displays appointments and mobile workers organized by time of day. Ursa Major’s dispatcher Jacinta has a Gantt that shows her appointment times in the Los Angeles time zone. Since Jacinta lives in Los Angeles, California, it’s her primary service territory, so it makes sense that her appointments are displayed in Pacific Time.

But when the Denver, Colorado dispatcher goes on vacation next week, Jacinta must take over that territory too. Denver is in the Mountain time zone, which is one hour later than the Pacific time zone. Jacinta needs to see the Denver appointments in her Gantt using Mountain Time, and her Los Angeles appointments using Pacific Time.

Maria tells her it’s not a problem to set this up for her.

  1. From the App Launcher (App Launcher icon), find and select Field Service Admin.
  2. Click Field Service Settings.
  3. Open Dispatcher Console UI and click Gantt Configurations.
  4. From Gantt chart timezone, select Territory Timezone to display appointments in the time zone used by the territory.

    Dispatcher Console UI settings showing Territory Timezone selected.

  5. Click Save.

As requested, Jacinta now sees her Los Angeles appointments in Pacific time and her Denver appointments in mountain time.

Add and Remove Fields with Field Sets

Field sets are a great tool to personalize the dispatcher console experience. An admin can add custom fields, move fields around, or remove fields the dispatchers don’t use.

In the dispatcher console, field sets control which fields appear in the following places:

  • As columns in the appointment list
  • In a tooltip, when you hover over an appointment on the Gantt
  • As fields in the resources lightbox that appears when you double-click a mobile worker on the Gantt
  • As fields used to filter mobile workers or other service resources on the Gantt

Jacinta requests that Maria add a field to the resources lightbox called Efficiency. The Efficiency field tracks how quickly a mobile worker completes a task. It’s used to help determine an appointment’s scheduled end time.

Maria adds the new field.

  1. Click (Setup), then select Setup.
  2. Click Object Manager.
  3. Click Service Resource.
  4. Click Field Sets.
  5. Click Resource Lightbox.
  6. Drag the Efficiency field onto the layout.

    Object Manager showing the Efficiency field being dragged into the Resource Lightbox field set.

  7. Click Save.

Maria verifies the change. From the App Launcher (App Launcher icon), she finds and opens Field Service, then clicks the Field Service tab. On the Gantt, she double-clicks James Clifton’s name in the resource list. The Efficiency field is now visible. Way to go!

James Clifton’s details with the Efficiency field at the bottom.

Field sets are tied to objects. You can click Field Sets on any field service object in the Object Manager to change the fields displayed for that object. Then see the changes in your dispatcher console.

Enable Drip-Feed Scheduling

Schedules have been changing constantly at Ursa Major. Mobile workers receive dispatched appointments and then have to switch to a new appointment before they get started. Mobile workers aren’t confident about what they’re really going to do next.

Jacinta requests that Maria enable drip-feed scheduling. When drip-feeding is enabled, mobile workers don’t receive their new appointment until they complete their current one. It’s useful for companies with appointments that move around a lot throughout the day.

  1. From the App Launcher (App Launcher icon), find and select Field Service Admin.
  2. Click the Field Service Settings tab.
  3. Open Dispatch and click Drip Feed.
  4. Select Enable Drip Feed Dispatching.
  5. Select the number of appointments to dispatch. Maria selects 1.

    Dispatcher Console with drip feed dispatching enabled.

  6. Click Save.

Each service appointment is dispatched to its mobile worker as soon as they have completed the last one. Dispatching later keeps them insulated from last-minute schedule changes so they can focus on the task at hand.

Note

Note

To dispatch a different number of service appointments per territory, use the Number of Services to Drip Feed field on the Service Territory object. This field overrides the org-wide setting.

Maria set up Jacinta’s time zones so she can see appointments in Denver in their local time. She also changed the fields displayed in the resources light box. Finally, she enabled drip-feed scheduling. Jacinta enjoys her customized Gantt, and she has more customizations in mind.