Salesforce Go - Field Service Considerations

General

• Salesforce Go for Field Service automatically applies default configurations to your org. Review these defaults to understand specific object modifications.
• Disabling Salesforce Go doesn’t revert changes. Manually reset settings like page layouts, permissions, and sharing if deactivated.
• Designed for new implementations, Salesforce Go for Field Service may conflict with existing customizations in previously configured orgs.

Permissions and Access

• Salesforce Go modifies the Field Service Technician and Field Service Dispatcher permission sets. Review any custom changes before setup to prevent conflicts.
• Go Setup provides Read, Create, and Edit access for Asset, Service Contract, and Contract Line Item objects to certain profiles. Ensure these permissions match your security model.
• Dispatcher Record Access Controls set OWD sharing for work orders and service appointments to Private. Verify this fits your sharing strategy.

Page Layouts and Record Pages

• Go Setup clones and assigns managed package layouts to Admin, Dispatcher, and Technician profiles, potentially overriding existing custom layouts.
• Lightning record pages for Accounts, Contacts, Service Appointments, Work Orders, and Service Territories default to the Field Service Console app. Check existing assignments before activating.

Automation and Flows

• Go Setup adds a Case-to-Work Order Flow and Case quick action. Review existing Case-to-Work Order flows to prevent duplicate records.
• Data Capture inherits parent sharing from work orders, work order line items, and service appointments. Ensure that this model aligns with your sharing rules.
• Go Setup generates auto-association rules (Beta) to link Data Capture forms to service records. Test the rules in a sandbox before production deployment.

Mobile

• Go Setup adds My Jobs and My Open Service Appointments list views to the Service Appointment mobile layout which may alter existing custom mobile views.
• Mobile branding isn’t automatic. Configure colors and background images separately after Go Setup.
• To migrate Data Capture flows to another org, use DevOps Center.

Scheduling

• Go Setup maps En Route to the Dispatched category. Review custom status models for compatibility before activation.
• Verify that the default scheduling policies for Dispatchers and Customers align with your business priorities before going live.

Data and Reporting

• Go Setup generates a Work Orders with Accounts custom report type. If this name is already in use, the process might fail or produce a duplicate.
• By default, asset reports are grouped by Account and Location, but you can modify them post-setup.

Architectural & Setup Considerations

While Salesforce Go automates the heavy lifting (enabling settings, creating default permission sets, and installing managed packages), it operates on a "standardized" template.

• Existing Metadata Conflicts: Avoid setup failures or duplicates by auditing existing Field Service permissions before running Salesforce Go, as custom naming conventions or permission sets may conflict with defaults.
• The "Managed Package" Delay: Salesforce Go initiates the Field Service Managed Package installation. Despite the interface indicating "Complete," deployment can take 20 minutes to finish.
• Persona-Based Limits: Salesforce Go uses broad personas like "Dispatcher" or "Technician" for permissions. Hybrid roles require manual cloning and adjustment in Standard Setup.

Data and Resource Modeling

Streamlined setup often defaults to simplified models that might not scale for enterprise-level Field Service operations.

• Territory Hierarchy: Salesforce Go creates flat territory structures; nested hierarchies require manual re-parenting.
• Operating Hours & Time Zones: Salesforce Go defaults to the admin’s local time zone for operating hours, potentially causing scheduling conflicts for mobile workers in different regions.
• Work Type Defaults: Generic work types from streamlined setup require manual updates for complex logic, such as skills or products, to maintain scheduling accuracy.

Mobile App Considerations

Admins often confuse Salesforce Go (the setup tool) with the Field Service mobile app (the end-user tool).

• License Provisioning: Enabling the feature via Salesforce Go doesn’t automatically assign mobile licenses to users. Assign the Field Service Mobile permission set license to every technician.
• Offline Priming: The "streamlined" setup doesn't configure specific Offline Briefcase or priming configurations. Technicians in low-connectivity areas require a secondary setup phase to ensure data is available offline.