Service Cloud functionalities are expanded by field service lightning features adding dispatching, monitoring, and reporting field service representative’s activity etc. Field Service Lightning is a powerful set of features which you can customize to meet your own unique field service needs.

The Field Service flow starts with the Salesforce admin setting up Field Service Lightning according to your organization’s needs. Your agents create work orders as customer service calls come in. The dispatcher schedules appointments, optimizing them according to who has the right skills, is carrying the right parts, and is in the right location. The technicians complete the service appointments and close out the work orders.

The Field Service Lightning has standard features available when Field Service Lightning is enabled in your org. To enable it, follow the steps –

  1. From Setup, enter Field Service in the Quick Find box, then select Field Service Settings.
  2. Select Enable Field Service Lightning.
    The standard features offer Work order management, Resource management, Schedule management.

    Work order management:

    Work orders represent tasks to be performed for your customers. You can attach Knowledge articles to work orders, split them into sub-tasks called work order line items, and track terms in service-level agreements using milestones. Service appointments can be associated with work orders and work order line items and include details about the appointment schedule. And, time-saving templates called work types help you standardize your work orders.

    Resource management:

    Service resources are users who can perform field service work. You can assign service resources to service appointments and specify each resource’s skills, service territory, and hours of operation. Service territories represent regions in which field service work can be performed. You can assign service resources to a territory and create territory hierarchies.

    Schedule management:

    Operating hours let you define when your service resources are available to work, and when work can be performed in service territories. You can also track service resource absences.

    If you want, select the option to turn on notifications for Salesforce1 and Lightning Experience users when any of the following actions occurs on a work order or work order line item that they own or follow:

    • A text or file post is added
    • A tracked field is updated
    • The record owner changes
    • The resource assignments change on a related service appointment

Note: If the option to track all related objects is selected in your feed tracking settings for work orders, users are also notified when child records of work orders such as service appointments are created or deleted.

Optionally, configure the Due Date on auto-created service appointments by indicating how many days past the created date it should fall, also you can select the field to search when suggesting articles from Salesforce Knowledge.

To give your team access to Field Service Lightning features, assign the necessary object permissions to users with the help of permission set licenses. Field Service users must have a Service Cloud license, a Field Service license and a Field Service permission set license.

You can start with the core Field Service Lightning features, and then add the managed package and mobile app as you need them.

The Field Service Lightning managed package includes scheduling optimization, an interactive dispatcher console, and more. You can extend the FSL Functionality by installing managed packages.

This is just an Introduction to Field Service Lightning, please refer the reference for more detail and we will explore more on it in our next blog.

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