Hi all,
I could not find any information regarding the existence of standard features or similar ones related to requirements in these questions:
1. Can field service technicians refuse dispatched jobs? how does it work in Field Service? any configuration needed?
2. Can drivers also be part of a dispatching process? I always heard about field service technicians but not drivers. Use cases where drivers are dispatched?
3. Is it possible to reassign tasks to other drivers if a driver refuses the assignment of a job?
4. I know the Dispatcher Console is an interface that FS offers to dispatch. Does Salesforce Field Service offer other possibilities to dispatch resources (e.g. email, phone, per SMS) or third-party tools or add-ons are needed for that? I am talking about dispatching (sending resources to customer) not scheduling..
@Lena Wong here is the help docs citation on Drip Feed. https://help.salesforce.com/s/articleView?id=sf.pfs_dispatch_drip_feed.htm&type=5
That page has a link at bottom regarding Auto-Dispatch as well.
The "guide" covers drip feed and other dispatch topics. https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_field_service.pdf
Conceptually drip feed keeps a manageable queue of confirmed appointments visible to a worker on mobile, allowing dispatchers, customers, or other factors to alter or add new work so that UPCOMING visits may be shuffled to workers truly available to handle them when needed, and do not confuse a worker if a reassignment is needed to keep work flowing. "I thought I was headed to 5 Main Street next" - it keeps visible up to the number of assignments you feel comfortable sharing and committing to a worker, so that "next to do" keeps getting done.
