Create Field Service Customer Reports
In Field Service, create service reports to give your customers summaries of the work that your field service team performed.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To create service reports: | Edit on the parent object (work orders, work order line items, or service appointments) |
| To email a service report: | View on the parent object AND Send Email |
Note
- You can generate service reports from work orders, work order line items, and service appointments.
- To create a service report in the Field Service mobile app, navigate to a service appointment, work order, or work order line item. Tap the action icon, then tap Create Service Report.
- You can’t generate service reports in the Salesforce1 mobile app or the Salesforce Mobile Web Experience.
- See Quote Template and PDF Limitations and Visualforce PDF Rendering Considerations and Limitation for information on the limitations that apply to service report PDFs.
- See Considerations for Adding Images to Quote Templates for information on limitations that apply to images added to service reports.
-
From a work order, work order line item, or service appointment, in the action dropdown
menu select Create Service Report.
Note If you don’t see this action, ask your Salesforce admin to add it to the page layout. Service reports can’t be created for service appointments whose parent record is an account, asset, lead, or opportunity.
- Use the lookup to find the template that you want to use.
-
Click Create PDF.
The service report preview appears.
-
To save the service report to the record, click Create Service
Report. To save the report to the record and send a copy to the customer, click
Create and Send Service Report. Then fill out the email fields, and
click Send.
The service report is saved in the Service Reports related list on the record.Note After the service report is created, the signatures collected during the service event are deleted. Use the saved service report to provide a proof of signature.
A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add languages, from Setup, in the Quick Find box, enter Translation Language Settings, and select it. Click Edit next to the desired language, then click Active. To add a user as a translator for the language, select them from the available list and click Add, then save your changes.
Note If
you don’t have Read permission on an object or field in the service report template, it doesn’t
appear in the service report that you create.
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