Access and Configuration Issues When Transitioning from Service Reports to Document Builder

The following steps ensure a smooth transition and resolve access or document generation issues when moving from Service Reports to Document Builder in Salesforce Field Service.

1. Re-enable Document Builder

If Document Builder was previously disabled or partially configured, re-enable it:

• Navigate to Field Service Settings.
• Enable Document Builder.
• Save the configuration.

2. Assign Required Permission Sets

• Assign the appropriate Document Builder permission set(s) to all users who need to generate documents.
• Remove or update legacy Service Report permissions if they are no longer needed.
• Relevant permission sets include:
  • Field Service Document Builder Dispatcher
  • Field Service Document Builder Mobile
  • Field Service Document Builder Standard

3. Verify and Restore Default Template

Document Builder requires at least one active template:

• Navigate to Document Templates.
• Confirm the existence of the default template.
• If deleted, recreate or upload a replacement template.
• Ensure the template is Active and accessible to the necessary users or profiles.

4. Update Page Layouts

Remove Service Report components to avoid confusion and restrict access:

• Navigate to Object Manager → Work Order or Service Appointment.
• Edit the Lightning Page and Page Layouts.
• Remove the Service Report quick action or related components.
• Add the Document Builder quick action if not already present.

5. Test Report Generation

After completing the configuration:

• Log in as a test user or use a View As session.
• Verify successful document generation through Document Builder.
• Confirm that Service Report options are no longer visible.