Take a Field Service Journey

Learning Objectives

After completing this unit, you’ll be able to:

List the members of a standard service team.
Explain how a customer’s request is logged, scheduled, and completed using Field Service.
Describe a dispatcher’s main responsibilities.

Before You Start

Before you start this module, consider completing this recommended content. The work you do here builds on the concepts and work you do in that content.

This module covers the Classic Dispatcher Console, referred to as dispatcher console. For information about the new Scheduling Console, check out Scheduling Console: Quick Look.

Say Hello to the Field Service Team

A great field service organization is only as strong as the team behind it. Every successful service call, every on-time installation, and every satisfied customer is the result of multiple people working in sync. Each one plays their part at exactly the right moment.

Think of it like a machine. Remove one cog, and the whole thing slows down. A dispatcher who misses a scheduling conflict, a technician without the right parts, or a manager without visibility into the day's jobs can each bring operations to a halt. But when every role is clearly defined and every team member is equipped to do their job, the result is an operation that runs like clockwork.

That’s the power of a well-structured field service team. Let's meet the people who make it happen.

The four personas that make up every field service team.

Salesforce admin: The real mastermind behind the scenes, responsible for setting up and administering the Field Service platform for all field service hubs.
Service rep: The face of your organisation, taking care of customer calls, solving their problems, and creating work orders for installation and repair.
Dispatcher: The heart of your day to day operations, managing service appointments,mobile workers and their schedules for your service territory. An efficient dispatcher is the easiest way to save hours of manpower and implement your business policies with ease.
Technicians: Your hands on the ground, responsible for following through with the service appointments and ensuring every customer has a five-star experience. Mobile workers are the grassroots of your organisation, using the Field Service mobile app to track the work they perform and provide real, tangible impact.

The Service Journey of an Appointment

Customers are the beginning and end of the field service journey. The journey starts with a customer request and ends with a satisfied customer. But what happens along the way? That’s where Agentforce Field Service and Operations shines.

Let’s walk through a customer journey and see how field service works.

Customer requests a product or service. A customer calls your company, requesting a service. For example, they may want to install the latest electrical appliances at their house right away so they can start saving on their electric bill.
Rep creates a case and a work order, then schedules appointments. Your service rep takes this customer’s call and creates a case. They enter the client’s details (like the associated account or address), the work type of the service requested (an installation in this case), and the start date and end date for installation. The rep also adds the specifics of the service to the work order so your technicians have a clear scope of work when they arrive on-site. Then, a service appointment is created automatically and the rep makes sure that the time works for the customer.
Dispatcher dispatches and tracks the appointment, rescheduling if necessary. This service appointment appears in the dispatcher console. The dispatcher console recommends the best suited candidate for the installation based on the following:

Skills: The technician has installed these specific types of appliances before, so they have the right skills.
Location: The technician works out of the same service territory where the client is located.
Availability: The technician has a free slot in his schedule during the time requested by the customer.

Mobile worker performs the task. Since everything seems to match up, the specific technician is assigned the appointment and can see it in the app on their mobile phone. They travel to the customer’s house at the appointed time with the required parts and tools, and perform the installation. Then, the technician records the start and end times, photographs the finished installation, and has the customer sign off on the work, all on the Agentforce Field Service and Operations mobile app.

Where Does the Dispatcher Fit In?

That’s how a simple call becomes a delivered service. And right in the middle of the process sits the dispatcher: receiving, scheduling, and tracking the appointment status to completion. In short, they are the link between the office and the field. So on a typical day, your dispatcher has a lot to do.

Monitor service appointments in the assigned service area.
Reschedule or cancel service appointments.
Reassign service appointments to nearby mobile workers when the situation changes.
Optimize the schedule based on worker skills, location, availability, and job priority.
Keep mobile workers busy by managing their schedules.
Coordinate resources, back office, and warehouse services.
Dispatch service appointments to third-party contractors and crews and track them to completion.

Much of this work is done by the scheduling engine, but dispatchers monitor everything to make sure that the scheduled plan becomes a reality. How do they do it? By using the magic of the classic dispatcher console.

The classic dispatcher console includes an appointment list, easy-to-reach scheduling actions, a dynamic Gantt chart, an interactive map, and several other nifty features. Because everyone’s needs are different, it’s also highly customizable. You can customize all kinds of things.

The time horizon
The dates displayed
Gantt and map display preferences
Color schemes
Data filters

Here’s what a fully fleshed out dispatcher console looks like, full of mobile workers and appointments. Don’t worry if yours isn’t nearly this complex. Since you just started out with Agentforce Field Service and Operations, you have plenty of time to populate it.

A fully populated dispatcher console.

In this unit, you learned about a typical field service team’s service journey and discovered what a dispatcher does. You also reviewed a dispatcher console that is designed to help you gather information and update the schedule in as few clicks as possible. Now let’s see what you can do with it.

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