Manage Common Field Service Jobs

Lightning bolt icon used to indicate that the content is for Lightning Experience

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:
  • Identify your common field service jobs.
  • Define which skills are needed to perform which jobs.
  • Identify which parts are needed for which jobs.

Create Work Types

Welcome back to your new Field Service center! If you completed the Field Service Lightning Basics module, you’ve already taken care of the nuts and bolts. (If you haven’t completed that module yet, go ahead and do it now.) So far, you’ve got your operating hours in your two service territories with your two stellar field agents ready to serve. Now you need some work! Field Service Lightning is centered around work orders, which agents can create from work type templates. Dispatchers assign work orders to service appointments and resources.

Work types are easy templates you can create for those 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.

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

  1. To follow along in Trailhead, use the same Trailhead Playground you used for the Field Service Lightning Basics module.
  2. From the App Launcher, type Work Types in the Find an app or item box, and then 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, normally, your field technicians 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.
    Create a work type page
  9. Click Save.

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

Assign Required Skills

Your mobile workforce has great skills, but they don’t all have the same skills. Each work type requires a different skill set to successfully complete the task and make your customers happy. Relate the field service skills needed to install a cable to the work type.

Skills are super easy to create. However, you must create them in Salesforce Classic.

  1. Click on your profile picture.
  2. Near the bottom of the dialog window, click Switch to Salesforce Classic.
  3. From Setup, enter Skills in the Quick Find box, then select Skills under Field Service.
  4. Click New.
  5. For Name, enter Cable Install.
  6. In the Description text box, enter Laying Cable.
  7. Skip the “Assign Users” and “Assign Profiles” sections, which are specific to Live Agent.
    Create a Skill page in Salesforce Classic
  8. Click Save.

You can now assign the skill to service resources and list it as required on work types, work orders, and work order line items. Switch back to Lightning Experience and start with your service resources.

  1. Click on your name in the upper right-hand corner.
  2. Select Switch to Lightning Experience.
  3. From the App Launcher, type Service Resources in the Find an app or item box, and then select Service Resources.
  4. Click Jane Cando in the Name column.
  5. Go to the Related tab.
  6. In the Skills related list, click New.
  7. Use the Skill lookup to select Cable Install.
  8. Enter skill level 95.
  9. Enter a start date. For simplicity, just click the date to the right of the dialog to automatically enter today’s date.
    Create a Service Resource Skill dialog
  10. Click Save & New.

    Watch this: You can assign the skill to a different user, without leaving this dialog box!

  11. Click the X in the Service Resource field.
  12. Select your name in the list of service resources.
  13. Click the X in the Skills field.
  14. Use the Skill lookup to select Cable Install.
  15. Enter skill level 99.99, because you’re just that awesome.
  16. Enter a start date. For simplicity, just click the date to the right of the dialog to automatically enter today’s date.
  17. Click Save.

Now assign this skill as a required skill on your install cable work type.

  1. From the App Launcher, type Work Types in the Find an app or item box, and then select Work Types.
  2. Click Cable Install.
  3. Go to the Related tab.
  4. In the Skill Requirements related list, click New.
  5. Select Cable Install in the list of skills required.
  6. Enter skill level 75.
  7. Click Save.

The cable install skill now appears in the Skill Requirements related list on the install cable work type.

Identify Required Parts

Your field service jobs need the right parts along with employees with the right skills. 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 Lightning, this is a Product Item. But first you need a product and a location in your org.

  1. From the App Launcher, type Products in the Find an app or item box, and then select Products.
  2. Click New.
  3. For Product Name, enter Cable (100 ft).
  4. Ensure Active is checked.
  5. In the Description text box, enter 100 foot connection cable.
    Create Product page
  6. Click Save.

Now you need an inventory location.

  1. From the Setup Object Manager, 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 Inventory Location to the Information section.
    Location page layout settings
  6. Click Save.
  7. From the App Launcher, type Locations in the Find an app or item box, and then select Locations.
  8. Click New.
  9. For Name enter Jane’s Wagon.
  10. For Location Type select Van.
  11. For Time Zone select Pacific Time (America/Los_Angeles).
  12. Check Inventory Location.
    Create Location page
  13. Click Save.
  14. Go to the Related tab.
  15. On the Service Territory Locations related list, click New.
  16. In Service Territory, select San Francisco Area.
  17. Click Save.

Now it’s time to associate a product with a location on a field service Product Item.

  1. Find the Product Items related list on Jane’s Wagon’s Related tab, or navigate to the Product Items from the App Launcher by typing Product Items in the Find an app or item box, and then selecting Product Items.
  2. Click New.
  3. Use the Product lookup field and select Cable (100 ft).
  4. Use the Location lookup field and select Jane’s Wagon.
  5. Enter 50 as the Quantity on Hand in Jane’s van.
  6. Select Each for Quantity Unit of Measure.
    Create Product Item page
  7. Click Save.

Now make this part a required product on your install cable work type.

  1. From the App Launcher, type Work Types in the Find an app or item box, and then 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.
    Create Product Required dialog
  8. Click Save.
Tip

Tip

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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