Agentforce Field Service and Operations

Running a field service business means managing numerous moving parts. With Agentforce Field Service and Operations, you get the tools that you need to manage work orders, scheduling, and your mobile workforce. Here are some of the things you can do.

• Create records that represent your field service workers, dispatchers, and call center reps, and add details about their skills, location, and availability
• Set up multilevel service territories that represent the regions where mobile workers can provide services
• Track the location and status of your inventory, warehouses, service vehicles, and customer sites
• Schedule one-time or recurring work orders for customers, and add details about worker preferences, required skills, and parts
• Create maintenance plans and templates to standardize your field service tasks
• Generate service reports to keep customers informed about service progress

Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation.

• Learn About Field Service
  If you're just getting started, review foundational information about Agentforce Field Service and Operations (formerly Field Service). Explore resources in and outside of Salesforce Help, understand limits and limitations, and get to know key concepts such as scheduling and optimization.
• Set Up Field Service
  Build and manage Agentforce Field Service and Operations (formerly Field Service). Set up your workforce, work order tracking and inventory management, and customize the Field Service mobile app to meet your business needs.
• Unlock Key Metrics for Your Field Service Operations
  Explore advanced analytics tools to elevate your field service operations.
• Manage Field Service Work Orders
  Work orders, which track work to be performed for customers, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and maintenance plans.
• Manage Field Service Shifts
  Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments.
• Manage Field Service Resources
  Service resources are mobile workers that can be assigned to service appointments. Learn how to create time sheets and view a service resource’s travel routes and calendar.
• Manage Field Service Crew Membership
  Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.
• Manage Field Service Appointments
  Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.
• Manage Service Appointment Bundling in the Field Service Classic Dispatch Console
  Service appointment bundling lets you group multiple service appointments that make sense to be performed together and to define them as one unit, called a bundle. For example, you can bundle several visits at the same customer location or utility meter readings—or package deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the component appointments, called bundle members, are scheduled, rescheduled, and executed together as one unit.
• Manage Your Field Service Inventory
  Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns.
• Manage Product Service Campaigns in Field Service
  Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life communication, or similar product update.
• Manage Field Service Reports
  Create service reports for work orders, work order line items, or service appointments and email them directly to customers. Use standard templates, or create variations of your own.
• Manage Field Service Outcome-Based Contracts
  With Outcome-Based Contracts, service providers can provide their customers with an easy way to assess the compliance of a service contract by letting them track and measure service outcomes. Compliant service contracts ensure high quality of service and customer success.
• Manage Field Service Optimization
  Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.
• Dispatch Service Appointments in Field Service
  Provide dispatchers with a central hub for viewing their team’s schedule and managing service appointments. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console.
• Manage and Optimize Assets in Field Service
  Use Field Service to track, maintain, and optimize assets. While products represent the items that your company sells, assets represent the specific products your customers have purchased.
• Set Up Field Service Appointment Assistant
  Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment your mobile worker arrives.
• Field Service Mobile App
  The Field Service mobile app for Android and iOS is an all-in-one tool optimized for a modern mobile workforce. Designed as an offline-first app, you can work and have your changes saved without internet connectivity. And the app is highly customizable to meet your business needs.
• Field Service and Operations for Public Sector
  Workforce Scheduling, part of Field Service and Operations for Public Sector, is a scheduling solution built to integrate with other Salesforce industry clouds. Use it to schedule, manage, and optimize on-site and virtual appointments across your organization.
• Field Service Reference
  Find information about standard objects and components used in Agentforce Field Service and Operations (formerly Field Service).