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Agentforce Field Service and Operations
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            Field Service Scheduling and Optimization Solutions

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            Field Service Scheduling and Optimization Solutions

            Salesforce Field Service is used by a wide variety of customers across many industries. The tasks and activities that you do can vary significantly depending on your industry, business model, and service operations model. At Salesforce, we relate your core business objectives, needs, and user workflows to a job you need to do. The jobs framework helps us understand what customers want to achieve by focusing on their needs and how the product or service can address them. The use cases identify the core job, large or small, that a user must perform, solve, or complete to succeed. Review the different use cases, understand what industries they're most common in, and learn about the scheduling and optimization features and solutions Field Service offers to solve them.

            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.

            Package icon This is a Field Service managed package feature.

            Note
            Note These are some common workforce and scheduling-related jobs and use cases that are ‌essential for Field Service to support your core business objectives. We’ve identified the industries that these use cases typically apply to, but they can also be used in other industries that aren’t listed in the Industries Categories.

            When setting up your workforce, consider your main jobs and the related jobs. Your main job is the core task that you want to achieve. The related jobs are supplementary tasks that enhance your overall experience and make you more successful.

            • Represent My Workforce in Field Service
              To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers as service resources in Field Service.
            • Define Which Field Service Resources Perform Work and Where
              Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on their expertise, supported work types, and relevant geographies or lines of business.
            • Define When Field Service Resources Perform Work
              Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable. Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available.
            • Define Field Service Work
              Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule and execute work efficiently and effectively.
            • Manage the Field Service Schedule
              Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals.
             
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