Field Service Lightning (FSL), as you might know, is a Salesforce product that connects customers, workforce and products on a single platform to deliver exceptional on-site services.
It also provides customer support team a chance to intelligently delegate work to Field Service technicians and monitor them constantly. It enables them to handle customers records and data in the field from within Salesforce.
If you are curious about how this entire process works or what’s required for it to be set up, then you must join us for our upcoming live session. We shall discuss all about FSL including its licensing requirements , understand the personas involved, learn how to setup Field Service Lightning, understand its objects and its data model along with their significance. And all of this using a demonstrative approach ! Sounds exciting isn’t it, See you live !
What is Field Service Lightning ( FSL )
FSL gives us the ability to bring together three important elements of a Business who provide on-field service.
Supported Editions and pricing
The Field Service Lightning core features, managed package, and mobile app are available in following editions of Salesforce
How does a Field Technician work?
- Get a job assigned
- Collect the details required
- Collect parts/repair material required for the job.
- Finish the job and log it.
- Get a confirmation from the customer
- Get Paid !
- Go back and update the job status
How does an In-office Agent work?
- Collect work orders.
- Assign Jobs
- Provide required information( customer info, address, time of availability) to the Technician/Field Agent.
- Provide parts/repair material required for the job.
- Update the job status once completed.
FSL Key players
|Administrator||Sets up field service features according to their unique business needs. This includes installing the Field Service Lightning managed package and Field Service Lightning mobile app.|
|Agent||Takes customer service calls and requests field service appointments via work orders, which list the skills and parts that are needed.|
|Dispatcher||Assigns and manages the service appointments. The dispatcher console included in the managed package helps dispatchers schedule, optimize, and dispatch service appointments from one screen.|
|Mobile Worker or Technician||Manages their service appointments. Their tasks include closing work orders, tracking the parts they used, and providing service reports.|
Capabilities to help Field Agent/Technician
- Manage jobs from Mobile device
- Customer info, product info, job info, all available at one place in mobile.
- Knowledge articles to provide faster and better resolution to the customers
Capabilities to help Service Agent/Dispatcher
- Collect detailed information
- Dispatching Jobs and shipments
- Track status, location and inventory
- Service Reports to help provide better status to the Customer and management
Roles and capabilities
|Admins and Agents can… ( using Core Field Service Lightning )||Dispatchers can … ( using Field Service Lightning Managed Package )||Field agents/technicians can … (using Field Service Lightning Mobile App)|
|•Set operating hours, skill sets, and standard appointment requirements unique to your organization •Enable the Salesforce app to provide mobile access to your mobile workforce •Track inventory and van stock so your mobile workforce has what they need when they’re at a customer site •Report and analyse field service data •Plan, perform, and track all your field service work, from installations to repairs and maintenance||•Optimize the schedule according to your organization’s scheduling policies •Get a bird’s-eye view of appointment lists, scheduling actions, a resource availability chart, and an interactive map in the dispatcher console •Integrate and maintain scheduling policies, global actions, sharing tools, and optimization rules with the administration app||•View their appointment schedule •Use Salesforce data to check on work orders, reach contacts, and verify addresses •Create and edit records to log work and create follow-up appointments •Use Chatter to collaborate with other mobile workers, managers, and dispatchers •Track updates with push notifications •View Knowledge articles to complete tricky tasks •Track van stock and inventory consumed to complete jobs|
A typical process for a Work Order
The Core Data Model
Work orders represent work to be completed for our customers.
They are the main element for field service operations in Salesforce.
Work Order line items are subtasks for various other purposes such as tracking
Key Objects and their significance
Service Appointment :Object to store an appointment with details of Work Order.
Skills : Required skills to perform field tasks
Service Territories :Object to store territories where Field agents are available to work.
Work Type :Templates for common field service work, such as cable installations or furnace repairs
Service Resources :Mobile employees who can perform field service work
Operating Hours :Times when field service work can be performed for service territories, service resources, and customer accounts
Product Items :Parts or services that can be requested, required, transferred, and consumed in field service work
Product Requests :Stores all the Requests for a part or parts.
Time Sheets :Tools to track the time your field service employees are spending on tasks
Product Requests : Stores all the Requests for a part or parts.
Service Report Templates Templates for customer-facing reports summarizing the status of service appointment and work orders
Installing and Setting up FSL
- Enable Field Service Lightning from Setup
- Install Field Service Lightning Managed Package app from AppExchange ( Note – Package cannot be installed without enabling FSL in the Setup)
- You will have two Apps installed after these steps –
- Field Service Admin
- Field Service
- What is FSL and its benefits
- Supported Editions and pricing
- A typical Field service process cycle
- How can it help us improve ( Product capabilities )
- Object Model along with their significance
- Installing and Setting up FSL
- Explanation with Demo
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Salesforce Apex Hours
Amit Chaudhary is Salesforce Application & System Architect and working on Salesforce Platform since 2010. He is Salesforce MVP since 2017 and have 17 Salesforce Certificates.
He is a active blogger and founder of Apex Hours.