Get Started with Field Service Lightning

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Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Lightning Experience.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

After completing this unit, you’ll be able to:
  • Describe field service management.
  • Name and define the roles in a field service organization.
  • Identify the benefits of Field Service Lightning.

What Is Field Service?

Ever try herding cats? It’s very similar to trying to run a mobile workforce without a field service management system. You’ll find field service management helpful in numerous industries, particularly those that employ mobile workers or contractors. That includes public utilities and transportation, vending machine services, telecommunications, waste management, financial services, retail, professional services, manufacturing, child care, and so much more.

Coordinating field operations—including scheduling service appointments, dispatching mobile workers and equipment, and tracking vehicle locations, product stock, and appointment status—is nearly impossible without an automated system. Thank goodness for Field Service Lightning!

Who Are the Field Service Players?

In the game of field service, there are generally four players: administrators, agents, dispatchers, and mobile workers, or people who make service calls. Each one has a specific job to do to keep things up and running.

A generic field service workflow starts with the Salesforce admin setting up Field Service Lightning according to your organization’s needs. Your agents create work orders as customer service calls come in. The dispatcher schedules appointments, optimizing them according to who has the right skills, is carrying the right parts, and is in the right location. The mobile resources (or technicians) complete the service appointments and close out the work orders.

Role Description
Administrator Sets up field service features according to their unique business needs. This includes installing the Field Service Lightning managed package and Field Service Lightning mobile app.
Agent Takes customer service calls and requests field service appointments via work orders, which list the skills and parts that are needed.
Dispatcher Assigns and manages the service appointments. The dispatcher console included in the managed package helps dispatchers schedule, optimize, and dispatch service appointments from one screen.
Mobile Worker or Technician Manages their service appointments. Their tasks include closing work orders, tracking the parts they used, and providing service reports.

What Makes Field Service Lightning Special?

Field Service Lightning has three main parts that work together to give you a complete field service management solution.
  1. Core Field Service Lightning features
  2. Scheduling optimization from a managed package
  3. A mobile app for your mobile workforce

You start with the core Field Service Lightning features, and then add the managed package and mobile app as you need them.

Note

Note

All users need the “Field Service Standard” user permission to access standard field service features. Most user licenses already include this permission. You need special permission set licenses to view the dispatcher console, use the mobile app, or be included in scheduling optimization.

Once Field Service Lightning is enabled, you’ll find the core features ready for configuring in Setup.

Feature Description
Service Territories Regions where field service work is performed
Operating Hours Times when field service work can be performed for service territories, service resources, and customer accounts
Service Resources Mobile employees who can perform field service work
Service Crews Teams of service resources that are assigned to service appointments as a unit.
Skills Skills required to perform field service tasks
Time Sheets Tools to track the time your field service employees are spending on tasks
Work Types Templates for common field service work, such as cable installations or furnace repairs
Work Orders Requests for field service work
Service Appointments Appointments for field service work
Maintenance Plans Plans that help you track preventive maintenance work using auto-generated work orders
Product Items Parts or services that can be requested, required, transferred, and consumed in field service work
Product Requests Requests for a part or parts
Product Transfers Transfers of inventory between locations.
Return Orders Records of inventory returns or repairs.
Service Report Templates Templates for customer-facing reports summarizing the status of service appointment and work orders

Enabling Field Service Lightning also turns on geocoding, which means location data. You can use this data with the managed package to track where your mobile workforce is at any given time. How rad is that?

Field Service Lightning comes with a link to the managed package. The managed package provides a customizable schedule, real-time map, and dispatcher console so you can get the right tech to the right job at the right time. No more cat-herding for you!

Although you can use the Salesforce app to connect with your mobile workforce on their phones, the Field Service Lightning mobile app even works without web access (no signal, no problem!).

The table below breaks down who can do what with the three parts of Field Service Lightning.

Core Field Service Lightning Field Service Lightning Managed Package Field Service Lightning Mobile App

Once you enable Field Service Lightning in your organization, admins and agents can:

  • Set operating hours, skill sets, and standard appointment requirements unique to your organization
  • Enable the Salesforce app to provide mobile access to your mobile workforce
  • Track parts and van stock so your mobile workforce has what they need when they’re at a customer site
  • Report and analyze field service data
  • Plan, perform, and track all your field service work, from installations to repairs and maintenance

When the managed package is installed, dispatchers can:

  • Optimize scheduling according to your organization’s work rules and scheduling policies
  • See a bird’s-eye view of appointment lists, scheduling actions, a resource availability chart, and an interactive map in the dispatcher console
  • Integrate and maintain scheduling policies, global actions, sharing tools, and optimization rules with the administration app

The Field Service Lightning mobile app is available for free on the App Store and Google Play. Mobile workers using the app can:

  • View their appointment schedule
  • Use Salesforce data to check on work orders, reach contacts, and verify addresses
  • Create and edit records to log work and create follow-up appointments
  • Use Chatter to collaborate with other mobile workers, managers, and dispatchers
  • Track updates with push notifications
  • View Knowledge articles to complete tricky tasks
  • Track service vehicle inventory and parts consumed to complete jobs
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