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            Offline Considerations in the Field Service Mobile App

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            Offline Considerations in the Field Service Mobile App

            Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn how to use the Field Service mobile app when offline.

            Required Editions

            Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
            The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
            To access the Field Service mobile app, users need the Field Service Mobile user license.

            The Field Service mobile app can work effectively when offline. You may notice some slight differences. For example, when you create an object offline, it doesn’t display fully until your device syncs with the server.

            The following topics describe how to prepare the mobile app for offline use, and what features work differently when offline.

            Topic Description
            Offline Priming Before using the app offline, sync the app while online. To learn more, see Offline Priming.
            Initial Field Values The initial values shown in a field can be different when offline. To learn more, see Initial Field Values.
            Flows Flows cannot retrieve additional information beyond what’s available in the cache. Offline execution may prevent some lookups from returning all the expected information. You can encounter an error in this situation.
            Date/Time
            • Date/Time fields sync to the server when the app comes back online. The date and time does not reflect the date and time when the record was created and/or updated.
            • To reflect the actual creation or updated date and time, contact Field Service Support to enable the option Accurate Record Dates for Offline for your org.
            • If you use the 'NOW()' function with your Date/Time fields, the value still reflects the date and time the record synced to the server instead of the current date and time.
            • To keep the offline date/time value when a service appointment record is updated on the app, save the LastModifiedDate value to another date/time field in the same service appointment record.
            • The Date column in the service appointment History tab does not reflect the offline date/time that update was made on the app if a consecutive update is triggered. To retain the offline date/time value in such a case, save the LastModifiedDate value of that service appointment record to another date/time field in the same service appointment record.
            • When the backdating date/time values feature is changed in Field Service mobile settings, logged in users can either clear metadata or log out and back in to apply the changes. If backdating is enabled: Offline create/update actions (mutations) by users logged in before the change can have inaccurate offline datetimes on their records. Mutations can include flows, quick actions, LWCs, record edits, mobile extensions, and other methods that create or update Salesforce records. If backdating is disabled: Offline create/update actions (mutations) by users logged in before the change causes errors. The server rejects them.
            Search Results To access search results offline with Briefcase, first search when online to cache records.

            See Also

             
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