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Salesforce Field Service Mobile App: Contact Actions (Call, Text, Email) Visibility Is Controlled by Field-Level Permissions

게시 일자: May 11, 2026
상세 설명

When a Service Appointment is associated with a Contact in the Salesforce Field Service Mobile App, users or technicians who have field-level access to the Contact's Email and Phone fields can see several contact-related actions on the Service Appointment card.

What the User Sees

These actions are accessible via the three-dot menu on the Service Appointment card on the Schedule tab:

  1. Call Contact
  2. Send Text to Contact
  3. Email Contact
  4. Email ETA to Contact

If field-level access to the Contact's Email and Phone fields is removed, these actions are no longer visible to the user.

Why This Happens

This behavior is by design. The Salesforce Field Service Mobile App ties the visibility of contact-related actions directly to the user's field-level security (FLS) on the Contact object's Email and Phone fields. This ensures that only authorized users who can access a contact's information are able to call, text, or email from within the app, protecting contact privacy.
Note: These actions are only visible on physical mobile devices. They do not appear in the Mobile App Simulator.

솔루션

This is expected behavior in the Salesforce Field Service Mobile App. The visibility of contact-related actions is controlled by the user's field-level security on the Contact's Email and Phone fields.

How to Manage Action Visibility

To make actions visible: Ensure the user's profile or permission set grants Read access to the Contact Email and Contact Phone fields.
To hide actions: Remove Read field-level access to Contact Email and Contact Phone from the user's profile or permission set.
To adjust field-level security:

  1. Navigate to Setup in Salesforce.
  2. Go to Profiles or Permission Sets for the relevant user.
  3. Under Field Permissions, locate the Contact object.
  4. Adjust Read access for the Email and Phone fields as required.
  5. Save the changes. The app will reflect the updated permissions on next login or app refresh.
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