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Field Service Mobile Flows Return Incomplete or Missing Records Due to Decision Box Logic

Publiceringsdatum: Jun 12, 2026
Beskrivning
Problem

Field Service Mobile flows may return incomplete or missing records when decision box logic unintentionally filters out valid records. This most commonly occurs when a decision condition does not account for null field values, causing records with empty fields to be excluded from results.

Cause

When a flow returns fewer records than expected, the root cause is typically one of the following:

  • Null value filtering. A decision box condition excludes records where a referenced field is null. For example, a condition Material_Type = "Consumable" will not match records where Material_Type is empty, even if those records should be included.
  • Field-level security. If a field used in the decision box is not readable by the technician's profile or permission set, the field evaluates as null and valid records may be excluded.
  • Entry criteria scope. Flow entry criteria filter records before the flow interview runs. If entry criteria are too restrictive, records never reach the decision logic.
  • Query scope. The flow only retrieves records accessible to the running user based on their profile and sharing rules. If the technician lacks read access to a record, the flow cannot retrieve it.
Lösning
Resolution

Because decision box conditions do not automatically handle null field values, update the flow logic to include explicit null checks:

  1. Open the flow in Flow Builder.
  2. Locate the decision box that filters records.
  3. Review each condition. If a condition compares a field value without first checking for null, add an IsNull check:
    • Instead of: Field = "Value"
    • Use: AND NOT(IsNull(Field)) before the equality check, or add IsNull(Field) as a separate branch.
  4. Test the flow in Debug mode using a record with a null value in the filtered field. Confirm the record is now included in the results.
  5. Deploy the updated flow to your production Field Service org.
  6. Monitor incoming records to confirm all expected results are now retrieved and displayed.

 

NOTE: Before reviewing decision logic, also confirm the following are not contributing to missing records: data type mismatches in conditions (e.g., comparing a text field to a number), and field visibility for the technician's profile and permission set.

Knowledge-artikelnummer

005386924

 
Laddar
Salesforce Help | Article