FAQ: Salesforce Field Service and Operations Mobile Application

1) Why do I see 'Oops. you have not been set up as a Service Resource' when I log into the Salesforce Field Service and Operations App for iOS?

In order to use the Salesforce Field Service and Operations Mobile App, Users will need to be assigned to a Service Resource record. For instructions, see Create Service Resources. Users will need read/write access to their own Service Resource Record.

2) Why do I see a white screen with a purple exclamation mark in the middle or a 'Oops' message when I log into the Salesforce Field Service and Operations App for Android?

This occurs if there's no Service Resource associated to your User, or your User has insufficient access to objects and fields.
Please follow all steps in Give Users Access to the Salesforce Field Service and Operations Mobile App.
Be sure that the 'Resource Type' for the 'Service Resource' record is set to 'Technician', otherwise you will continue to encounter the error message. Users will need read/write access to their own Service Resource Record.

3) Why are my Technicians not receiving push notifications?

For steps to enable mobile Push Notifications, and a list of Push Notification circumstances, please see Push Notifications in the Salesforce Field Service and Operations Mobile App.
Please ensure that you have the Connected App installed in your Organization.
Also please make sure that a different user is assigning Service Appointments than the user logged into the mobile app. Users cannot receive notifications for changes they make themselves.
To receive notifications when a Service Appointment is assigned separately from when the appointment is dispatched, the Service Resource's user needs to be the owner of the Service Appointment record. If they are not the owner, the assigned and dispatched notifications will be sent at the same time when the Service Appointment is dispatched.

4) How do I access the Service Appointment record details?

Tap the Schedule Tab icon on bottom right
Tap the list item that shows the desired Service Appointment, to see the Overview Screen of the parent Work Order or parent Work Order Line Item
Tap the 3 dots on the right side of the Service Appointment card
Tap View details

Note: If a User taps the Related tab on the Overview Screen, then taps Service Appointment list & the desired list item, it shows the Overview Screen.

5) How do I customize the Work Order Overview screen?

When a user taps on a service appointment from the Schedule tab, they are taken to the Work Order Overview. You can customize the highlights and cards shown on the Work Order Overview screen.
For instructions, please see Customize the Work Order Overview Screen.

6) How do I customize the Schedule Tab?

Please see Customize The Schedule Tab.
When using a list view defined as Default List View Developer:
- If the list uses 'Filter by Owner' with 'My service appointments', Salesforce Field Service and Operations App shows the same records seen at that list in full site desktop view
- If the list uses 'Filter by Owner' with 'Assigned to me', Salesforce Field Service and Operations App shows only the records of that list that are assigned to the User's Service Resource
  - To set 'Assigned to me', edit the list view in Classic UI

7) Why am I unable to send a Service Report?

The Standard Template must be left Active for optimal functionality with all Service Report Templates
Error: 'A signature must be captured before generating a Service Report': Activate the Standard Template, even if it's not used with 'Create Service Report' action.
The 'Create Service Report' Action is only visible if an alternate service closure flow isn’t configured and the Service Appointment page layout includes the Service Reports related list.
Also, if a Service Report has been previously generated, the Service Report card appears at the very top of the Overview tab, and there is no option to create a Service Report.
If no Service Report has been generated, the card appears at the bottom of the Overview tab and includes an option to create a Service Report.
To confirm that Mobile Users & configuration is set up properly to use Service Reports, please see Create Service Reports in the Salesforce Field Service and Operations Mobile App.
If you see 'Error: com.salesforce.RestAPI.ErrorDomain...' when generating a Service Report, this can be caused by setting the Service Appointment Object to Public Read Only. Users need Read/Write access on SA records.

8) Does the Salesforce Field Service and Operations app work with my MDM?

Salesforce provides an extra level of security compliance with the most popular Mobile Device Management (MDM) suites.
Both Android and iOS, with an MDM, give you enhanced functionality for distribution and control over your users’ devices.
The enhanced security functions, when you combine Salesforce with an MDM, include certificate-based authentication and automatic custom host provisioning.
Please see our Field Service and Operations Mobile Security article for more information.

9) When I try searching for Products when creating a Products Consumed record, why do I see 'No Results Found For'?

In order to see results for this search, you need to add the 'Price Book' field to your Work Order Page Layouts.
This field needs to be populated on your Work Order records in order to see results from the Products Consumed search.

10) Why do I not see the Lightning Action Menu bar when searching for and drilling into Product Items?

When searching for Product Items, it launches a Modal Window. When you drill into a searched Product Item, you are still in the Modal Window.
This is working as designed. For performance reasons, a Modal Window will never show the Menu Bar.
Once you have added the Product Item, you will return to the detail page and can then access the Product Item Added, which will then show the Menu Bar.

11) What can I adjust to help with loading appointments in the app?

You can reduce the number of days to show in the app under the Field Service and Operations Mobile settings. The default is 45 days for 'Future Days in the Date Picker' and 'Past Days in the Date Picker'.
By trimming down the days, your users will see quicker offline syncing as well as load times.
For other tips to improve performance with Caching Settings, Priming Implications, and Syncing, please see Salesforce Field Service and Operations App for iOS and Android Performance Considerations.

12) How do I enable Dark Mode in the Salesforce Field Service and Operations App?

iOS: Users must enable Dark Mode at the device system level by going to iOS Settings > Display & Brightness > Select Dark. Users cannot enable Dark Mode for the Salesforce Field Service and Operations app only. This setting applies to the device, not the app specifically.
Android: Dark Mode is currently not available for Android devices.

13) How does Geolocation work?

Please see Track Service Resource Geolocation with the Salesforce Field Service and Operations Mobile App
When Geolocation is polled, it shows on Desktop at:
- Service Resource History (entries with each polled point)
- Gantt Map of a Service Resource detail (lines drawn between polled points)
If Foregrounded:
- Once the Technician starts moving and "Geolocation Update Frequency" time passes, a poll is taken.
If Backgrounded:
- On Android, once the Technician starts moving and "Geolocation Update Frequency (Backgrounded)" time passes, a poll is taken.
- On iOS, once the Technician moved 500 meters or more AND the longer of these two time periods pass, a poll is taken:
  - Five minutes passes, or
  - "Geolocation Update Frequency (Backgrounded)
If no movement: Geolocation polls stop.
"Geolocation Accuracy" & "Geolocation Accuracy (Background Mode)" settings do not directly cause polls.

14) Why are Time Sheets not showing up for the User?

The User logged into Salesforce Field Service and Operations App must be the Owner of the Time Sheet record to see it in App
By default, the Owner is set to the User who created the record
To change the Owner on an existing Time Sheet, use 'Change Owner' Action in desktop full site or Salesforce Mobile App

15) Why do I see an Error: 'Oops! An error occurred' When creating a Timesheet Entry?

Users will need view/edit access to 'Start Time' and 'End Time' fields in order to create Time Sheet entries and submit timesheets in the app.

16) Why doesn't Contact record data show up for a Contractor Community User?

Please see Community Users not able to see Contacts that are not enabled for Communities

17) Some other considerations for using the Field Service and Operations app for iOS and Android

When using Salesforce Files in the Salesforce Field Service and Operations app for iOS and Android, you cannot add or delete files via the files related list.
Parent Records for Service Appointments must be Work Orders or Work Order Line Items if you are not using a custom list view for the Schedule Tab, otherwise users will not be able to see Service Appointments on the Schedule tab.
The Resource Absence List on the Profile Tab is listed in descending order with the record dated furthest in the future at the top of the list. This sort order cannot be customized or modified.
Related List Actions do not appear in the Field Service and Operations App. You cannot Create or Delate a record from a related list.
When Accessing the 'Feed' Tab in the Field Service and Operations App for iOS, you will only have the option to upload a photo or video. In the Field Service and Operations app for Android, you have the additional option of selecting a file.
The Work order contact card "SMS", "Call" and "Email" actions are hard coded to use your devices default application for these actions - ie: Call defaults to the stock call app on iOS, SMS defaults to the stock iMessages app on iOS, and Email defaults to the stock Mail App on iOS.
The standard "Delete" action is only available for Lightning experience on desktop and its not available via the Field Service and Operations App for iOS and Android.
Quick actions do not filter picklist values based on record types.
All Field Service and Operations objects only use the actions listed under Quick Actions in the Salesforce Classic Publisher not Salesforce Mobile and Lightning Experience Actions via the Field Service and Operations App for iOS and Android.

18) What's supported with Barcode scanning?

The barcode scanner always shows on fields that take text input. There is no desktop configuration that disables or hides this feature.
Please see also the Barcode Scanner section of Field Service and Operations Mobile App Considerations
and Supported Barcodes.

19) What Controls the Time Zone that displays for Service Appointments in the Field Service and Operations App?

The Time Zone is based on the Devices Time Zone settings. If the Service Appointment Scheduled Start Time is set for 2:00 PM EST and the Technician's Phone is set to the PST Time Zone, the Tech will see 11:00 AM PST as the Scheduled Start Time.

20) Do I need to take any steps to use Offline Briefcase?

Please see our Briefcase Builder Articles that explain how to use this new feature.
To ensure that you will be able to use Offline Briefcase without interruption after our Summer'21 Release, the connected apps must be installed. Without the connected apps, Briefcase Builder will not work. Please click here to install the connected app package.

21) Can I use Offline Briefcase to populate Lookup Field Search Results?

No, this is not supported currently. If an object is searchable, it will try to fetch the search layout. Since the app does not prime search layout, this method call will fail.

22) Appointment Assistant Setup Considerations

When creating a quick action to change Service Appointment status, the status field must be included on the action layout. Please see How to Configure Field Service and Operations Settings for Appointment Assistant.