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Welcome! This group is dedicated to your success with Salesforce Field Service. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
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Vanitha R (Salesforce Developer(FSL) at Bolt Innovate Pvt Ltd)
Aug 25, 3:51 PM
Fsl Mobile app - Create service document button visible under service report

Hi @* Salesforce Field Service * @Heiko Lindner

, 

I enabled the create service document for FSL. So in the mobile app I can find this button under service report but this button added in work order pagelayout. I am pretty much sure this is FSL Standard behavior. even though I need some one help to confirm this one is standard and I need salesforce document as well. as of now I unable to figure it out this in salesforce document. 

Thanks In advance!  

 

Fsl Mobile app - Create service document button visible under service report

1 answer
  1. Heiko Lindner (Privat) Forum Ambassador
    Aug 27, 3:23 PM

    As far as I know, this is standard behaviour by the mobile field service app. 

    All the actions are derived from the layouts, except the service document action. If you have more the one template, you will see an option to choose the right one.

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Shraddha Hegde (Software Engineer at V2solutions)
Oct 11, 2023, 12:01 PM
Create service document action is not visible in field service mobile app

Hi,

I have created the document builder template and has given the necessary permission sets but still service document action is not visible in field service mobile app. Can anyone help me with this,What I am missing?

7 answers
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Vanitha R (Salesforce Developer(FSL) at Bolt Innovate Pvt Ltd)
May 21, 2:16 PM
FSL Mobile app field section name dissappear.

@* Salesforce Field Service *

, 

is this a limitation the for section is disappear.  

I have attached image unable to see the field section name, 

Can anyone tell it is salesforce standard limitation, if limitation means anyone send me the salesforce document that could be really helpful for me. 

 

Thanks in advance!

 

FSL Mobile app field section name dissappear.

3 answers
  1. Heiko Lindner (Privat) Forum Ambassador
    May 26, 8:22 AM

    @Vanitha R that's working as designed. Sections will not be displayed within the SFS App.

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Omar Mata
Aug 20, 4:52 AM
How to Sort a Custom Service Appointment List View in FS Mobile App?

Hello everyone,  

 

We have a custom Service Appointment list view which is visible in the Field Service mobile app. No matter how I sort the list view on the desktop, the changes are not reflected in the Field Service mobile app. How can I sort this list based on a custom number field (priority) on the Service Appointment object? 

 

Thanks in advance. 

5 answers
  1. Omar Mata
    Aug 24, 4:58 PM

    Hi @Heiko Lindner yes that was my workoaround, becasuse Salesforce support said that is not posibble. Chronological order cannot be changed. Thanks. 

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Helen Lueck (Solution Architect, Senior at Offprem Technology)
Aug 21, 5:08 AM
Service Appointment Popover Layout

Is there a way to modify the Service Appointment Popover? I found the side panel design, but not this one.  

Service Appointment Popover Layout

 

 

5 answers
  1. Shai Ziv (Salesforce)
    Aug 24, 8:33 AM

    I'm checking with the team regarding the Schedule Start/End times why it's hardcoded and not derived from the fieldset. 

     

    You're right about the assigned resource that you can view it on the gantt but the popover can also be opened from the map and list where the resource data is not available.  

     

    I'll speak with the team and see if we can add settings to remove these fields, I can understand why it's not needed by some customers.

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Xavier T
Oct 17, 2022, 3:02 PM
Contractor License vs. Technician license

Hello everyone,

 

As I understand it, users with a Contractor License do not have access to the SFS mobile app. The Contractor license is more a Salesforce Cloud Experience license. Can Contractor users be exposed to Work Plans and Service Appointments?

6 answers
  1. Daniel Siebenkäs (adesso SE)
    Oct 19, 2022, 9:12 AM

    @Xavier T Have a look at the license sheet. It should give you a good introductory overview: https://www.salesforce.com/content/dam/web/en_us/www/documents/datasheets/field-service-datasheet.pdf?_gl=1*mtzll9*_ga*MTU1MjI5NjAwMi4xNjY0OTgwMTA0*_ga_H6M98GGB18*MTY2NjE2NjIwNi4xMy4xLjE2NjYxNzA2MjcuMC4wLjA.&_ga=2.164770102.881166587.1665991991-1552296002.1664980104

    You can also find it in the resources section in this group.

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Simbil Nessek asked in #Salesforce Field Service
Aug 12, 3:51 PM
How to remove/customize native mobile buttons (e.g., Products/Add Product Consumed) in Field Service Mobile App?

Hi everyone,

I am trying to remove/replace a button (specifically the native Add Products Consumed / Products tab action) from the Salesforce Field Service (SFS) Mobile App, but none of my changes are taking effect on the mobile app.   

Here is what I have tried so far:   

  1. Page Layouts: I edited the assigned Work Order and Service Appointment page layouts via Object Manager, removed the related action/buttons from the Salesforce Mobile and Lightning Experience Actions section, and saved.
  2. Salesforce Article Workaround: Followed the official SF documentation (removing Products Consumed and Required Products related lists from Page Layouts), but the button/tab still appears on the mobile app.
  3. Field Service Mobile Settings: Checked Setup > Field Service Mobile Settings, but we are currently using the default system configuration (no custom Mobile Setting record exists yet, and I would prefer not creating a new one if possible).
  4. Mobile Cache: Forced a full Data Sync and cleared cached metadata on the technician's mobile device (and re-logged).

Questions: 

 

  1. Is there a specific hidden dependency or Page Layout assignment required to override standard mobile actions on Service Appointments / Work Orders?
  2. Can native SFS mobile buttons/tabs be hidden or swapped without creating a custom Field Service Mobile Setting record?
  3. Has anyone successfully removed/replaced this button recently on the SFS Mobile App?

Any advice or pointers would be greatly appreciated!

Thanks in advance!    @* Salesforce Field Service * 

2 answers
  1. Heiko Lindner (Privat) Forum Ambassador
    Aug 17, 2:21 PM

    hey @Simbil Nessek

    sometimes you have to logout and re-login again to see page layout changes. Most of the time, you have to remove the actions and related lists from the classic layouts. If the actions or buttons still visible, you can remove permissions of objects and/ or fields. If you don't need the inventory on your mobile, you can remove the read on the location field on service resource records of the current users. 

    In addition, you can use the Field Service Mobile App Builder to create you own configuration without the inventory tab.

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Thiago Fernandes (Consultor Funcional at Sys4b)
Jul 27, 1:40 PM
Fix Schedule Overlaps flow

Hello everyone, good morning! 

 

I'm using the Overlapping Flow, but I've noticed that when the overlap is caused by an absence, the flow doesn't run. Does anyone know if this is expected behavior or if there is any configuration required for it to work with absences?

I've already handled the logic in the Flow. We have the Absence Type

variable available in the Flow, so if the overlap is caused by an absence, I would like the Flow to execute as well. However, it only runs when the overlap is caused by another appointment. 

 

Thanks in advance!  

 

@* Salesforce Field Service *

6 answers
  1. Thiago Fernandes (Sys4b)
    Aug 17, 12:08 PM

    Hi Raj, I’ve uploaded screenshots of the part of the flow I customized; it works for Service Appointments, but it doesn't follow the flow for Absences 

    Hi Raj, I’ve uploaded screenshots of the part of the flow I customized; it works for Service Appointments, but it doesn't follow the flow for Absences

     

     

    Captura de tela 2026-08-17 090542.png

     

     

    Captura de tela 2026-08-17 090532.png

     

     

    Captura de tela 2026-08-17 090521.png

     

     

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Michel Roufaeil (Solution Architect at Alpha)
Jul 21, 6:36 PM
Defining Service Resources at Country Level

Our business has Service resources at Country Level an that is the lowest level of service territory hierarchy we follow. Shall we implement the same in FSL, what I understand is: 

 

1. Salesforce recommends to setup territories at much lower level. 

2. Which helps in better optimization to keep the less resources per territory. 

3. Setting up at country level will have greater impact on time zones and job happening at a particular site. 

 

What are the other downsides of setting up service resources at country level? 

 

What time zone should I setup when defining Service territory at Country Level? 

 

Thanks. 

 

 

3 answers
  1. Bryan Land (ForeFront)
    Jul 22, 3:37 AM

    Hey Michel, 

     

    Beyond your three points, here are some additional downsides of doing country-level territories 

     

    1. Poor optimizer performance: Large geographic scope inflates travel time estimates and produces unbalanced schedules
    2. SLA risk: Hard to guarantee response time SLAs when the nearest resource could be hundreds of miles away
    3. Operating hours conflict: A single territory can't accurately represent multiple time zones
    4. Weak reporting: No regional granularity to identify underperforming areas

    For Time Zone: Set it to your primary operations hub for that country. If the country spans multiple time zones, a single choice will cause scheduling inaccuracies. This is the strongest argument for splitting into sub-territories by region/time zone, which also resolves most of the issues above. Good luck!

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Michel Roufaeil (Solution Architect at Alpha)
Aug 5, 7:04 PM
Question Regarding Minimize Travel Service Objective

Hi, 

 

I have a Service Appointment in Greenville, SC. I have two techs one in Atlanta, GA and the other one is in Schenectady, NY. When I use "Candidates" option, using my custom Scheduling policy where Minimize Travel carry the high weightage compared to ASAP, first it showed the tech from Atlanta , GA which is the closest to the appointment. I switched the addresses of the techs, but this time still it showed the tech who had Atlanta GA earlier but now he has Schenectady as his address. Shouldn't it look at the resource which is closest? 

 

Thanks, 

Michel

6 answers
  1. Anthony Messina
    Aug 10, 4:17 AM

    Gday, 

     

    Minimize travel doesn' work that way :) 

     

    Minimize travel looks at the team's collective travel time on a given day. It then prioritizes who ever has the least amount of travel on, NOT which is the shortest distance. 

     

    TECH A = 5 minutes to the job + already doing 60 minutes of other travel 

    TECH B = 50 minutes from job + no other travel 

     

    Minimize travel actually books on TECH B based off the policy.

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