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Set Up Data in Your Salesforce Field Service Org
To assign appointments Field Service, set up service territories, assign operating hours, create shifts to assign resources, configure work type templates, and create your service resources to assign appointments.
To set up the Energy & Utilities Contact Center Console application for booking field service appointments, complete these tasks:
Set Up Service Territories and Operating Hours for Energy & Utilities
Create service territories to track the places where your team performs field service work and assign regular operating hours to each service territory.
- From the App Launcher, find and select Field Service Admin.
- Select the Field Service Settings tab.
- On the Getting Started page, click Go to Guided Setup.
- Click Create Service Territories.
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Add a service territory name , and then add the details about the
territory such as operating hours and territory address.
You can add one or more service territory names along with the details of your team's work locations.
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If necessary, create operating hours for your team:
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From the Guided Setup, go to Customize Appointment Booking and select New Operating Hours.
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Enter the name, working days and time slots.
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Click Save.
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Select the time zone in which you want your team to operate.
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Go to the Operating Hours tab and select the operating hours that you created.
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Edit the record and choose the required Time Zone.
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Click Save.
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Configure Work Types and Skills for Energy & Utilities
Configure Work Types to create standard templates for your field service work.
- In the App Launcher, open Field Service Admin.
- Select the Field Service Settings tab.
- On the Getting Started page, click Go to Guided Setup.
- Click Create Work Types and Skills.
- Enter the new skill and click Add. Specify the skill details such as description, due date, estimated duration, duration type, and other skill requirements.
Create Service Resources for Energy & Utilities
Service Resources are users or a group of users who perform the actual fieldwork. Create service resources to assign service appointments to them.
Before You Begin
- In the App Launcher, open Field Service Admin.
- Select the Field Service Settings tab.
- On the Getting Started page, click Go to Guided Setup.
- Click Create Service Resources.
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Add a user and territory.
A service territory member record is created.
NoteMake sure that the time zone on the user record is the same as the territory's operating hours. Also, the user must have a Field Service Resource permission set assigned.
- Go to the Service Resource tab, and open the service resource record.
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In the Related tab, assign skills to the resource:
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Under Skills, click New.
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Assign the skill and the skill level.
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If necessary, enter the start and end date.
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Click Save.
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Add Operating Hours and Entitlement for Accounts for Energy & Utilities
Operating hours indicate when the customer allows service appointments. Entitlements determine the level of support for which the customer is eligible.
Repeat these steps for all your customer accounts. To learn more about adding operating hours to accounts and other objects, see Guidelines for Creating Operating Hours for Field Service.
To add the entitlements to a customer account:
- In the App Launcher, open Energy Utility Console.
- Select the account to which you want to add operating hours, and then go to the Details tab.
- Edit the Operating Hours field and select the relevant operating hours.
- Click Save.
