Manage Common Field Service Jobs

Field Service is centered around work orders, which agents can create from work type templates. Work types are easy templates you can create for common jobs your mobile workforce performs. For example, if your company is a high-speed cable provider, installing cable is a job your field techs do almost every day. You can add the approximate time and specify the parts and skills required to do a job so the right mobile resource is assigned the task. After you create a work order, dispatchers assign it to service appointments and resources.

Create a work type so agents can quickly create work orders when cable install jobs come in.

1. To follow along in Trailhead, use a Trailhead Playground for which you've enabled Field Service.
2. From the App Launcher, find and select Work Types.
3. Click New.
4. For Work Type Name, enter Cable Install.
5. In the Description text box, enter Install connection cable.
6. For Estimated Duration, enter 2.
7. In Duration Type, select Hours. Because your field technicians usually install cable in under 2 hours.
8. Check Auto-Create Service Appointment. This means every time a work order is created with this work type, a service appointment is created.
   
9. Click Save.

That’s a basic work type. Now you can add required skills and parts.

Your field service jobs need the right parts. Identifying required parts in field service starts with associating your products with a field service location, such as a warehouse, utility van, or tool box. In Field Service, this relationship between a part and a location is known as a Product Item. To start, you need a product and a location.

1. From the App Launcher, find and select Products.
2. Click New.
3. For Product Name, enter Cable (100 ft).
4. Check Active.
5. In the Product Description text box, enter 100 foot connection cable.
   
6. Click Save.

Now you need an inventory location. Let’s start by preparing the location page layout.

1. From the Object Manager in Setup, enter location in the Quick Find box.
2. Click Location in the Label column.
3. Click Page Layouts.
4. Click Location Layout in the Page Layout Name column.
5. Drag the Inventory Location field to the Information section.
   
6. Click Save.

Next, create a location to represent Jane Cando’s service wagon.

1. From the App Launcher, find and select Locations.
2. Click New.
3. For Location Name, enter Jane’s Wagon.
4. For Location Type, select Space.
5. For Time Zone, select Pacific Time (America/Los_Angeles).
6. Select Inventory Location.
   
7. Click Save.

Now, associate the location with a service territory.

First, let's add the Service Territory Locations to the Related Lists section.

1. In Setup | Object Manager, find and select Location.
2. Click Page Layouts.
3. Click Location Layout.
4. In the palette, click Related Lists.
5. Drag Service Territory Locations to the Related Lists section.
6. Click Save.
7. If you get a message about overwriting user settings, click Yes.

Let's connect the location with the service territory.

1. Find the Product Items related list on Jane’s Wagon’s Related tab. Or, from the App Launcher, find and select Product Items.
2. Click New.
3. For Product Name, select Cable (100 ft).
4. For Location, select Jane’s Wagon.
5. Enter 50 as the Quantity on Hand in Jane’s van.
6. Select Each for Quantity Unit of Measure.
   
7. Click Save.

Now make this part a required product on your Cable Install work type.

1. From the App Launcher, find and select Work Types.
2. Click Cable Install.
3. Go to the Related tab.
4. In the Products Required related list, click New.
5. In the Product Required lookup, select Cable (100 ft).
6. For Quantity Required, enter 1.
7. For Quantity Unit of Measure, select Each.
   
8. Click Save.

You can also attach knowledge articles to work types to put the right specs and instructions at your team’s fingertips. A work type’s attached articles show up on work orders and work order line items that use the work type.

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