Work From Anywhere

Learning Objectives

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

• Download the Field Service mobile app on your phone.
  
• View a schedule, inventory, and map.
  
• Mark a job as finished.
  

Get Started with Field Service Mobile

Field service work happens in the real world, not behind a desk. Your service workers are out in the field every day, and without a mobile app, they would need to call the office for updates and wait until they get back to a computer to log their work. That slows everything down and leaves room for mistakes.

The Field Service mobile app changes that. It gives your service workers everything they need right on their phone. They can view their assigned jobs, see customer details, update work orders, and capture signatures, all from the field. The app empowers your team with real-time information at their fingertips so they can work faster, communicate better, and deliver a great customer experience every time.

Getting started with the app is easy. If your mobile worker uses an Android device, they can find the app by searching for "Field Service" in the Google Play Store. If they use an iPhone, they can find it in the Apple App Store. Once they spot the Field Service mobile app icon , they tap to download and install it.

With the app installed, the technician is ready to log in. Your Salesforce admin will provide login instructions for your org, so getting started is straightforward.

Read through the instructions to see how your admin can do it, but don’t perform these steps in your Trailhead playground. You’ll need a company’s domain name and your own account to log in.

1. Click Use Custom Domain.
   
2. Enter your Salesforce org's company-specific My Domain name.
   
3. Click Continue.
   
4. Enter the username and password and click Log In.
   
5. Click Allow to allow the app the access that it needs.
   

Ta-da! Just like that, your mobile workers can now access their office from their phone. Now, let’s see what you can do with this newfound power.

Try out the Field Service Mobile App

When a service resource opens the app, the first thing that they see is today’s schedule and ways to interact with it.

• Calendar (1)—Tap to view appointments for different days.
  
• Map (2)—Zoom in to view service appointments on a map, learn more about the service appointments, and get driving directions.
  
• List of service appointments (3)—Tap to view more information about a specific service appointment. Tap  to open the menu to get quick driving directions.
  
• List of quick actions (4)—Pull up to view available quick and global actions, such as New Task or New Note.
  
• Navigation bar (5)—Tap an icon to access key items. You can see your daily schedule, the inventory required for your service appointments, notifications from the system or your dispatcher, and your profile.
  

Once your service worker is familiar with the map view, they can use it to get a quick picture of their day. They can zoom in to see how their appointments are grouped and how far apart each stop is. When jobs are close together and the route looks clear, your technician can plan their day with confidence and hit the ground running.

When they are ready to get started, they can simply tap an appointment on the map to open it. This brings up the work order details, where they can see everything they need to know before heading to the job site.

On the work order (1), the worker sees the details they need to do their job.

• Panes (2). Displays more information about the order. What you see in your company’s mobile app could be different, but the default app has the following panes.
  

• Overview: A map and specifics about the appointment location. Scroll down to see contact information for the appointment, including a name and phone number. You can also see the service history of the asset requesting the service.
  
• Details: The work order number, service territory, owner, and status.
  
• Related: A related list that includes work order line items, service appointments, skill requirements, and child work orders. You can tap any of them to see more information.
  
• Feed: Communications between mobile workers and their home base. Post here if you need more information from the dispatcher. You can also read past posts to see details.
  

• Show Actions (3). Pull up to see what actions are available on the service appointment, such as creating a note or a new task.
  

See the App in Action

Now that you’re familiar with the mobile app, it’s time to see how it integrates into your technician’s everyday work and makes their life simpler.

Before heading out, your technician can tap Inventory to review what is currently stocked in their vehicle. This is a great habit to build into the start of every day. A quick check ensures that the inventory listed in the app matches what is actually in the van, so there are no surprises on the job site. Once everything looks good, they tap the map to get directions to their first appointment.

Following the turn-by-turn directions, your technician arrives at the job site ready to work. Before knocking on the door, the technician can scroll through the Overview pane to review the service history for that address. If the customer has had this issue before, that history is right there, including notes on how it was resolved last time. Walking in prepared makes the whole visit smoother for everyone.

Out on the job, your technician can use the app to document their work as they go. Taking a photo before starting and another after finishing is a simple way to show the customer exactly what was done and keep a clear record in the system. When the work is complete, they tap Show Actions and then tap Complete Work. From there, they step through the prompts in the flow and mark the job as finished.

And just like that, a full day of field service work is managed entirely from a mobile phone. The Field Service mobile app brings together everything a technician needs into one place that they can access from anywhere.

In this module, you saw how a Salesforce admin lays the foundation by setting up the connected app managed package and granting access, and how that setup pays off the moment a mobile worker steps into the field. With the right tools in their hands, your team can focus on what matters most: showing up prepared, getting the job done, and leaving every customer satisfied.

Resources

• Salesforce Help: Using the Field Service Mobile App
• Salesforce Help: Get the Field Service Mobile App