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            Set Up Complex Work

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            Set Up Complex Work

            Get ready to create scheduling dependencies, also known as complex, or multistage work. Update page layouts, activate dependency types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization.

            Required Editions

            Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
            The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
            User Permissions Needed
            To customize page layouts: Customize Application
            To edit Field Service settings: Field Service Admin permission set

            Package icon This is a Field Service managed package feature.

            1. To show complex work features, customize the service appointment page layout.
              1. In the layout editor, open the service appointment page layout.
              2. Add a single-column section to the layout. Name it Scheduling Dependencies or something similar.
              3. Select Visualforce Pages and drag the vf739_ComplexWork page to the new section.
              4. Click the wrench icon on the Visualforce page to show its properties. Set the height in pixels to 600.
              5. Ensure that these fields aren’t on the service appointment page layout. These fields were used before complex work was available, and aren’t needed. If these fields appear in their own section, remove the section.
                • Time Dependency
                • Same Resource
                • Same Day
                • Related Service
              6. Save your changes.
            2. Activate the picklist values for dependency types.
              1. From the object management settings for appointment dependencies, go to Fields & Relationships.
              2. Select the Dependency field. Activate the dependency values that you want to be available for complex work.
                Dependency types are:
                • Same Start
                • Start After Finish
                • Start After Finish And Same Day
                • Immediately Follow
            3. From the object management settings for service appointments, go to Field Sets and click Complex Work Lookup Fields to define the lookup fields available for selection when users create dependencies between appointments. By default, the available lookup fields are Account and Parent Object.
            4. Enable complex work for service territories that aren’t using Enhanced Scheduling and Optimization. If complex work isn’t enabled, you can create relationships between appointments, but scheduling operations aren’t supported. This step isn’t required for service territories using Enhanced Scheduling and Optimization.
              1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
              2. Click Scheduling | General Logic.
              3. Under Complex Work, select Enable complex work.
              4. If you want related service appointments to always be scheduled in the same scheduling operation, select Use all-or-none scheduling for related appointments. This setting prevents two service appointments with a dependency between them from being scheduled separately. It doesn’t apply to scheduling dependencies with three or more appointments.
            5. Optionally, to control which fields are shown in the search results, modify the Service Appointments List Columns field set.
             
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