Offline Priming Frequently Asked Questions for Field Service
Review solutions to frequently asked questions about offline priming of the Field Service mobile app.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| To access the Field Service mobile app, users need the Field Service Mobile user license. |
What are drafts?
When records are created, updated, or deleted in the Field Service mobile app, each change is recorded as a draft and queued to sync back to your org. This process happens whether the device is online or offline. If the device is online, the app syncs drafts immediately. Otherwise, it syncs them when the device is back online.
With a good network connection, there’s no visible difference between directly editing records in the standard Salesforce Field Service mobile app and syncing changes via drafts. Drafts are typically created by using a <lightning-record-form> to create or update a record or by explicitly calling the @wire adapters for createRecord, updateRecord, or deleteRecord.
How are drafts synced?
When a network connection is restored, the draft queue activates and syncs draft records in the order that they were created. Changes in a draft record are applied when the draft syncs to the Salesforce service. This process affects system-maintained fields like created and last modified dates, and it can impact features implemented in triggers.
Drafts are synced without checking for version conflicts with server data. If a draft conflicts with other server edits, the outcome depends on when the mobile user comes back online and syncs the draft. The last change applied to the service takes precedence.
Why did my draft fail to sync?
A draft can fail to sync for several reasons.
- The draft failed to pass validation checks on a custom object or field value. These checks, which occur only on the server, can involve one or multiple fields.
- There were conflicting changes to the record since the draft was created. For example, if a draft references or modifies a record that was deleted, the sync fails.
- Drafts sync to the server in the order that they were created. If one draft fails, the remaining drafts stay in the queue until you delete or fix the failed draft.
To delete a draft that failed to sync, tap Undo, which reverts the changes in the draft. To fix a draft that failed due to validation issues, tap Edit. You need an <objectApiName>.edit LWC quick action to support editing drafts.
How are sync conflicts handled?
When a sync conflict occurs, the most recent change uploaded to the Salesforce server takes precedence. If a conflict arises during the upload, the Pending Uploads queue pauses.
Because subsequent changes in the queue can depend on the prior change, you must resolve the conflict before the queue can process further. To resolve a conflict, either delete the pending upload or, where possible, tap items to edit the data.
How are appointment changes handled?
Mobile workers can receive new or updated appointments. When appointment schedules change, mobile workers receive a text notification.
If the app is in the foreground or background when the mobile worker gets a notification, the service appointment is automatically primed. If the app isn’t running, the service appointment and any associated records aren’t updated and primed until the mobile worker opens the app and taps the notification.
How do I resolve priming errors?
If a network error occurs during priming, an error message appears, and priming stops. Use the offline priming UI to resync your data after connectivity is restored. Priming can also stop if the server receives too many requests. In this case, retry your request after a short break to allow the server to catch up.
If an ID error message occurs in Briefcase Builder, it indicates that the ID isn’t set correctly. Contact your Salesforce admin or Salesforce Customer Support for assistance.
How do I get quick actions to show in the Actions launcher when I view a record?
To display quick actions in the Actions launcher, add the quick action to the object’s main layout. After the quick action is added, it appears for any record in the object’s main layout.
To conditionally navigate users to specific screens, configure LWCs to show links or buttons based on certain conditions. See Create Quick Actions for the Field Service Mobile App.
