Field Service Lightning is a powerful set of features which you can customize to meet your own unique field service needs. Before setting up Field Service Lightning, consider these essential planning questions.
Available in: Salesforce Classic and Lightning Experience
Field Service Lightning features are available in Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud. Work orders are also available in Professional Edition.
The Field Service Lightning managed packages are available for an additional cost in Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud.
What types of field service tasks do you want to track?
If many of your business’s appointments involve similar tasks, it’s a good idea to create work order templates, known as work types. On each work type, you can specify how long each type of appointment takes and which skills are required to complete it. Then, you can quickly create work orders or work order line items that inherit their settings from the work type. Work types save you time and helps you standardize your field service work.
How do you want to track technicians’ skills?
You can assign skills to all service resources in your org to indicate their certifications and areas of expertise. You can also specify each resource’s skill level from 0 to 99.99. For example, you can assign Maria the “Welding” skill, level 50. In addition, you can add required skills to work types, work orders, and work order line items to let dispatchers know which skills are required to complete the job.
If you intend to use the skills feature, decide which skills you want to track and how skill level is to be determined. For example, you may want the skill level to reflect years of experience, certification levels, or license classes.
How do you want to model territories?
You can create service territories in your org to represent the geographical regions in which your team works. Territories have their own operating hours and child territories, and service resources can be assigned to territories as members.
If you want to use service territories in Salesforce, determine which territories you want to create. Depending on how your business works, you can create territories based on cities, counties, or other factors.
How do you manage your team’s calendars?
A service resource has operating hours for each service territory they belong to which indicate when they’re available to work in that territory. Similarly, a service territory’s operating hours indicate when appointments can take place in the territory. If a resource’s operating hours aren’t defined for a territory, they inherit their service territory’s operating hours. Resource absences are tracked in the Absences related list on their detail page.
While you can assess a service resource’s schedule by reviewing their scheduled service appointments, absences, and operating hours, a calendar view isn’t available for individual service resources, unless you’re using the Field Service Lightning managed packages.
Do you want a customizable dispatcher console and automatic scheduling optimization?
If so, consider using the Field Service Lightning managed packages. The packages build on the standard Field Service Lightning features and include:
A scheduling optimizer that allocates resources to appointments in the most efficient way possible by accounting for technician skill level, travel time, location, and other factors
A dynamic scheduling console that gives dispatchers and supervisors a bird’s-eye view of all scheduled service appointments
A robust toolbox of work rules and scheduling policies that help you define your ideal scheduling model
Out-of-the-box triggers that make it easy to customize your scheduling and display preferences
Do you want to give your customers a way to track their service progress?
If so, you can add standard Field Service Lightning objects like work orders to your communities built using the Salesforce Tabs + Visualforce template. Only work orders, work order line items, and service appointments are available in communities built on the Customer Service (Napili) template. Make sure to double-check which fields are visible in your communities so customers see only the information they need to.