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Emergency Callout Process
Initiate callouts, generate ranked rosters by pay grade, and mobilize service resources during emergency restoration events. The emergency callout process helps dispatchers rapidly mobilize qualified field technicians for restoration work. When an outage or emergency occurs, the dispatcher creates a resource callout record linked to a service appointment on the work order. The system then identifies eligible service resources through the Field Service managed package, groups them by pay grade within each service territory, and generates a ranked roster for notification and response tracking.
Callout Lifecycle Stages
A callout moves through three stages, each driven by record-triggered flows.
- The dispatcher creates a resource callout record. A record-triggered flow fires automatically to check workforce availability. The flow calls the Field Service GradeSlotsService API and builds resource callout requirement records that summarize the available resources at each pay grade level within the service territory.
- The dispatcher enters the number of resources needed per pay grade and confirms the selections. The Create Callout Requirements and Update Workforce Availability flows populate the summary, and a Generate Emergency Callout Roster autolaunched flow generates the ranked resource callout assignment records that form the callout roster.
- The dispatcher reviews the roster, initiates notifications, and tracks responses. Technicians receive push notifications on the Salesforce Field Service mobile app and can accept or decline the callout directly from their device.
Resource Call Out Status Transitions
The resource callout record progresses through these statuses as the callout session advances.
- New: The record is created, and the first flow generates resource callout requirement records with workforce availability data. The dispatcher reviews availability and enters required quantities.
- In Progress: The dispatcher confirms the quantity selections, and roster generation is underway. This is a transient processing state.
- Processed: The roster is ready. Dispatchers can view assignments, send notifications, and track responses. Dispatchers can also return to the availability summary, add quantities for additional pay grades, and re-trigger roster generation.
Individual resource callout assignment records track each technician's response status: Queued, Notified, Accepted, Declined, Expired, or Skipped. These statuses are defined as a static enumeration and can't be extended by customers because business logic depends on these specific values.
Mobile Notification and Response
After the roster is generated and the dispatcher initiates notifications, the system sends push notifications to technicians through the Salesforce Field Service mobile app on iOS and Android devices. Notifications push through device silent mode to ensure technicians receive emergency alerts promptly.
Each notification includes the work order, start time, service address, asset type, work order type, and dispatcher comments. Technicians select Accept or Decline directly from the notification. If a technician declines, the system records the response, and the dispatcher can proceed to the next ranked resource.
