Field Service in Government Cloud

Field Service lets you optimize and streamline your field operations, from scheduling and dispatching to tracking and managing activities. With real-time visibility and intelligent automation, Field Service ensures timely and efficient service delivery. Field Service integrates with many Salesforce products, providing government agencies a unified platform for workforce collaboration with constituent relationship management.

Compliance for Field Service in Government Cloud

Field Service is approved for Federal Risk and Authorization Management Program (FedRAMP) High and Department of Defense (DoD) Impact Level (IL) 5. Customers requiring connectivity to the DoD Non-Classified Internet Protocol Router (NIPR) network must use Field Service in Government Cloud Plus - Defense.

The Field Service mobile app operates within the FedRAMP authorization boundary, ensuring secure access, control over sensitive data and functionality. Within this framework, your mobile workforce can adhere to compliance standards, access customer information through mobile applications, letting them deliver efficient service on-site. By enforcing strict authorization protocols, Field Service maintains data integrity and confidentiality, fostering trust and compliance with regulatory requirements.

Considerations and Limitations

Appointment Assistant

Appointment Assistant is an add-on feature for Government Cloud that helps mobile workers track customers' service experience. Appointment Assistant uses the Google Maps API to get the current location of the customer and mobile worker.

• For Government Cloud Plus, this feature is interoperable.
• For Government Cloud Plus - Defense, this feature isn't available.

Dispatch Management

Dispatch management is authorized for Government Cloud Plus and Government Cloud Plus - Defense. Dispatch management uses Google Maps for mapping capabilities, and this feature is off by default.

API calls from Salesforce to Google Maps are the authorization boundary of users of Field Service and are off by default. Customers can turn on this feature within Field Service Settings. From Setup, in the Quick Find box, enter and select Field Service Settings. Under Advanced Security Settings, select Send geolocation and map data to Google and Apple.

• For Government Cloud Plus, this feature is interoperable.
• For Government Cloud Plus - Defense, this feature isn't available.

Mobile Analytics

The Field Service mobile app sends analytics and crash report data to third-party systems that are outside the authorization boundary. These settings are controlled by Advanced Security Settings.

Advanced Security Settings are turned off by default. Customers can turn on this feature within Field Service Settings. From Setup, in the Quick Find box, enter and select Field Service Settings. Under Advanced Security Settings, select Allow third parties to store mobile analytics data to enable mobile analytics sharing, and select Send crash reports to Firebase.