Tailor Bulk Service Deliveries to Your Process

Create More Service Delivery Records, Faster

After clients or program participants have a program engagement record, your staff are able to start recording their efforts using service delivery records.

Service delivery records track how much of a service was given and when it was provided. Each class a student attends, every creek your volunteers clean, every animal you rescue, every housing assistance stipend you provide—each gets a service delivery record, or maybe more than one depending on your data structure. This data is useful for tracking and reporting to improve your services and share activities with funders and others.

That can add up to a lot of records. Your users will be creating service deliveries often. 

One tool to help them create service deliveries is the Bulk Service Deliveries tool, which helps users enter several deliveries from the same page. To help users enter service deliveries quickly, the fields on Bulk Service Deliveries are filtered based on the Client, Program Engagement, and Service fields. For example, when the user selects a client, only program engagements for that client are available in the Program Engagement field. When they select a program engagement, only the services for that program are available in the Service field.

You can customize the fields that appear in Bulk Service Deliveries, too, to help your users create service delivery records faster and with the best information. In this step, we review a few ways to customize the tool. Follow along in your Trailhead Playground so you can verify your work at the end of the unit.

Create Bulk Service Delivery Field Sets for Specific Services

Let’s start by simplifying data entry for your users. We configure which fields appear based on the service selected.

In your Trailhead Playground install of PMM, for example, there are several services as part of a remedial reading program. These services all have similarities, and could benefit from a field set for Bulk Service Deliveries. Let’s create a field set and apply it to one of the services.

Before we begin, let’s make sure that the service delivery field set is on the Service page layout.

1. Go to Setup by clicking Setup () and then Setup.
2. Click the Object Manager tab.
3. Find and select Service from the list.
4. Click Page Layouts.
5. Click Service Layout.
6. Drag the Service Delivery Field Set field on to the layout if it isn’t already there. You may find it already in the System Information section.
   
   
   
7. Click Save.

Now let’s create a new field, similar to what we created for the Program Engagement object.

1. In Setup, click the Object Manager tab.
2. Find and select Service Delivery from the list.
3. Click Fields & Relationships.
4. Click New.
5. Select Text Area (Long) then click Next.
6. Enter Session Notes in the Field Label field, make sure the Field Name field is Session_Notes.
7. Click Next.
8. Click Next.
9. Click Save.

With the new field created, it’s time to create your new field set.

1. Still in the Service Delivery object in the Object Manager, click Field Sets.
2. Click New.
3. Enter a Field Set Label. In this example, enter Reading Program Service Deliveries. The Field Set Name generates automatically as Reading_Program_Service_Deliveries.
4. In the Where is this used? field, enter where you plan to use the field set. In this example, enter On service records to determine which fields to display when creating a bulk Service Delivery for the Remedial Reading Program.
5. Click Save.
6. Select the fields you want to display in the field set. In this example, drag and drop these fields to the canvas in the In the Field Set area:
   
   
   • Client
   • Program Engagement
   • Service
   • Delivery Date
   • Quantity
   • Session Notes
7. You can also make fields required. Hover over the field name in the In the Field Set box, and click Properties (), select Required, and click OK. For this project, you need to require Client, Program Engagement, and Service because if that information isn’t provided you won’t be able to save your new records.
8. Click Save.

Now that we have the new field set, we need to make it available for selection on individual service records.

1. In Setup, click the Object Manager tab.
2. Find and select Service from the list.
3. Click Fields & Relationships.
4. Click Service Delivery Field Set.
5. In the Values list, click New.
   
   
   
6. Enter an API name that matches the field set name you created. In this case enter Reading_Program_Service_Deliveries.
7. Click Save.
8. Click Edit in the Values related list next to the value you just added.
9. Edit the Label field to make it more user-friendly. In this case, enter Reading Program Service Deliveries.
10. Click Save.

Finally, let’s set the Service Delivery Field Set on a service record.

1. Find and select Program Management from the App Launcher ( ).
2. Click the Services tab.
3. Find and select Grade 1-8 Reading Tutoring from the list view. (You may need to switch to the All list view first.)
4. Click Edit Service Delivery Field Set ( ) in that field.
   
   
   
5. Select Reading Program Service Deliveries.
6. Click Save.

Let’s see the field set in action!

1. Click the Bulk Service Deliveries tab.
2. Select Create by Individual.
3. In the Client field, find and select Jessie Nostdal.
4. In Program Engagement, select Jessie’s Remedial Reading engagement.
5. In Service, select Grade 1-8 Reading Tutoring. The new Session Notes field should appear.
6. Leave the Delivery Date to the default.
7. Enter 1.5 in the Hours field.
8. Enter this session note: We read 5 pages of a simple chapter book. Jessie is showing great improvement!
   
   
   
9. If your users were entering service entries for a group—for example, everyone who stopped by a tutoring session—they could click Add Entry and add another service delivery using these same fields. For now, click Save.

If you’d like to see the new service delivery record you created, you can find it in Global Search.

Follow These Rules for Customizing Bulk Service Deliveries

You can create as many new Bulk Service Delivery field sets as you need, or edit the default field set called Bulk Service Deliveries. As you create and customize these field sets, just be sure to follow these rules.

• Client (or its equivalent if you use another object) should be the first field, Program Engagement should be second, and Service should be third in any field set. If your organization doesn’t use the Client or Program Engagement fields, the same order applies, but remove those fields.
• The Client and Program Engagement fields are required if they are included in the field set. These fields can’t be optional, so if your organization doesn’t use the Client or Program Engagement fields, remove them from the field set.
• The Service field should never be removed. It’s required to create service delivery records.

Customize Creating Program Engagements from Bulk Service Deliveries

If a client or program participant doesn’t yet have a program engagement record, your users can create one directly from Bulk Service Deliveries. Just as we reviewed in the previous unit, you can customize what fields appear when you create a program engagement from Bulk Service Deliveries. (Plus, how you customize this form will apply to creating program engagement records on Service Schedules, which we review in the next unit.)

Let’s add the Enrollment Notes field we created earlier to this field set.

1. Go to Setup by clicking Setup () and then Setup.
2. Click the Object Manager tab.
3. Find and select Program Engagement from the list.
4. Click Field Sets.
5. Click CreateProgramEngagement.
6. Drag fields to and from the palette and In the Field Set. In this example, drag the Enrollment Notes field from the palette to the In the Field Set box, and drop it after the Program Cohort field.
7. Click Save.

Remember you can require a field by clicking Properties () and selecting Required.

Let’s check out the new field in action.

1. Find and select Program Management from the App Launcher ().
2. Click the Bulk Service Deliveries tab.
3. Click Create by Individual.
4. In the Client field, find and select Zoe Blum.
5. The Program Engagement field will filter to just Program Engagements for that client. Click + New Program Engagement.
6. Let’s create a new program engagement. Notice, first, that the Enrollment Notes field is included in the form, then enter this information:
   
   
   
   
   • Program: Remedial Reading Program
   • Stage: Active
   • Role: Client
   • Enrollment Notes: Zoe was referred by her teacher.
7. Click Save.
8. Back on Bulk Service Deliveries, you can finish recording the service delivery. Select Grade 11-12 Book Club in Service.
9. Leave the Delivery Date as the default.
10. Enter 0.5 in the Hours field.
11. Click Save.

You’ve now created a program engagement record and a service delivery, all from one page. Your users are going to love this, especially when it’s customized to your processes.

Click Verify below to check your work before moving to the next step, where we’ll review how to customize service schedules.

Resources

• Salesforce Help: Customize Bulk Service Deliveries