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Quick Start to Field Service Lightning, Paweł Dobrzynski

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Have you ever wondering what Field Service Lightning is about? And why it is the fastest growing product in Salesforce portfolio? Come to the session, buckle-up and learn how Salesforce FSL helps solving common issues that are faced by organisations with mobile workers.
In this 2.5 hour hands-on workshop, you will have a chance to configure field service workforce and schedule your first appointments. We will focus on the base concepts of Field Service Lightning that will give you a fair understanding of this solution and set a ground for further learning if you decide to extend your knowledge.

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Quick Start to Field Service Lightning, Paweł Dobrzynski

  1. 1. Quick Start to Field Service Lightning Paweł Dobrzyński pawel.dobrzynski@pwc.com
  2. 2. #CD19 Work Book (click to open) FSL Training Workbook - CzechDreamin Prague 16th August 2019 bit.ly/FSLWorkshop 2
  3. 3. #CD19 Workshop Agenda Introduction to a Workforce Management Part 1: Data Model and Basic Set-up ● Object Model - “Green Energy Solutions” ● Work Orders vs Service Appointments ● Service Territory & Operating Hours ● Service Resources ● Skills & Work Types ● Test what you’ve done Part 2: Scheduling and Work Orders ● The Guided Setup ● Scheduling Logic ● Global Actions ● Contractors & Relevance Groups 3
  4. 4. Field Service Introduction to Workforce Management
  5. 5. Field Service - High Level Process Mobile Employee ● Mobile user ● Receives Work Orders from Dispatcher ● Manages/updates job progress ● Perform the work and report on completion Call Center Agent ● Desktop user ● Handles inbound cases ● Creates a Work Order ● Books appointments from the Service Console Dispatcher ● Desktop user ● Build/ manage jobs / mobile resources ● Optimizes job scheduling based on technician skills, routing, etc. ● Occasional access to CRM 1 2 3 Customer Has an Issue
  6. 6. #CD19 FSL - Product Overview & Key Components ● Standard objects & application functionality ● Work Orders ● Products & Assets ● Service Contracts & Entitlements ● Service Appointments ● Service Territories, Resources, & Operating Hours ● Parts/Inventory ● Scheduling & Optimization ● Dispatcher Console ● FSL Admin app & Settings ● Scheduling Actions, Sharing Tools, & VF Pages ● Custom object model (Scheduling Policies) Salesforce Platform Managed Package FSL Mobile ● FSL Mobile Apps ○ iOS ○ Android ● Salesforce app 6
  7. 7. PwC Showtime: Smart Greenery Put them all together 7 August 2019 In agriculture business, Smart Greenery is a new but fast growing player. The company has a network of greenhouses, which their customers rent to grow their plants. Each greenhouse is fully maintained by Smart Greenery, who performs all services: cleaning, technical maintenance and farming. The status of the greenhouse is monitored 24x7 by dedicated IoT devices that measure all key parameters that can be also viewed by Customers via dedicated community site.
  8. 8. Green Energy Solutions Client Discovery & Pain Points
  9. 9. #CD19 Green Energy Solutions - Meet The Customer Green Energy Solutions (GES) specializes in residential solar systems install, repair and maintenance in Czech Republic and Slovakia. GES is reputable in providing high- efficiency solar panels, quality installation services and reliable maintenance. Recently, GES is also engaged in small commercial projects. Potential customers are welcomed to the showroom, where (by appointment) an advisor helps them to consider the cost & benefit of installing a solar system. GES also runs a field operation for its install, connect to grid, repair and maintenance (internal employees and contractors). sfdc.co/FSLTrainingWorkbook 9
  10. 10. Green Energy Solutions - Challenges Over the past year the company experienced significant growth and is now struggling to keep track of its workforce. Reduced ability to provide prompt service Complaints of poor work quality increased Showroom appointments often booked when no consultants are available or even on site Declining Profit Margins reported by CFO
  11. 11. Intro to the Object Model
  12. 12. #CD19 Work Orders and Service Appointments Account Asset Something needs to be done When - it should done - it will be done Who Will do it Where It needs to be done Work Type What needs to be done Skill Skill Operating Hours When It can be done
  13. 13. #CD19 Exercise 1: Set the Ground Account Asset Something needs to be done When - it should done - it will be done Who Will do it Where It needs to be done Work Type What needs to be done Skill Skill Operating Hours When It can be done 13
  14. 14. #CD19 WO, WOLIs and Service Appts Flexible Object Model ● Service Appts require a Parent Record. ● Parent records may have many Service Appts. ● Define what the appointment is for, thru a Parent Record ● Logically separates work & visits (what/where vs. who/when) ● To Utilize FSL’s full capability Parent Record must be WO/WOLI ● Global Quick Actions (that are not on the SA) will always create a WO ● WOLIs used mainly to represent stages of work (mini projects), tasks or for billing purposes ● SA can be auto created when WO is created (depend on Work Type settings) 14
  15. 15. Field Force Structure & Operating Hours Service is provided in Prague and Bratislava, including a showroom in each city. Each city has dispatchers monitoring the field’s activity. GES plans to outsource its maintenance work to contractors. Field employees are full time, and generally work 7AM to 4PM, Mon to Fri. Overtime is permitted when work needs to be carried on after working hours. In any case, all work stops at 8PM (as it gets too dark). 1. Operating Hours & Territoriessfdc.co/FSLTrainingWorkbook
  16. 16. Field Force Structure & Operating Hours 1. Operating Hours & Territories
  17. 17. Field Force Structure & Operating Hours 1. Operating Hours & Territories Exercise Recap: ● New Operating Hours ● New Service Territory that uses the new OH
  18. 18. FSL Skills & Work Types
  19. 19. #CD19 Object Model: Work Types, Skills, and Resources Work Order Work Type Service Appointment Service Resource Skills Products Skills are areas of expertise, certifications, or qualifications Resources possess skills at different proficiencies or levels Work may require skill(s) of the resource performs it Work Types are templates that drive: - Skill Requirements - Parts Requirements - Service Report Templates - Linked Knowledge Articles On the Work Order or Work Order Line Item You can set Work Types to auto-create Service Appointments and in addition drive; - Estimated Work Duration - Due Date On the Service Appointment 19
  20. 20. Skills & Work Types Work includes Install (Avg time to complete is 90 minutes), Connect to Grid (150 Min.), Repairs (60 min.) & Maintenance (30 min.): GES has a commitment to complete Installs within 3 days from request creation, Connect to Grid within 2 days, Repairs within 4 days & maintenance within 10 days. 2 & 3: Create a Skill & Work Type
  21. 21. Skills & Work Types 2 & 3: Create a Skill & Work Type Exercise Recap: ● New Skill to Connect to Grid ● New Work Type that required the Connect to Electric Grid skill
  22. 22. Booking Appointments Work Order Quick Actions: Book Appointments vs Candidates
  23. 23. Book appointments 6. Test your Work Exercise Recap: ● Create New Work Order ● Book Appointment using Quick Action on the Work Order
  24. 24. Book appointments: Candidates 6. Test your Work Exercise Recap: ● Create New Work Order ● Book Appointment using Quick Action on the Work Order
  25. 25. Guided Setup Rapid implementation of basics
  26. 26. End To End Demo Guided Setup: Rapid Implementation of Basics
  27. 27. Using The Guided Setup to Complete Initial Setup Service is provided in Bratislava and Prague, including a showroom in each city. Each city has dispatchers monitoring the field activity. Work includes Install (Avg time to complete is 90 minutes), Connect to Grid (150 Min.), Repairs (60 min.) & Maintenance (30 min.): GES has a commitment to complete Installs within 3 days from request creation, Connect to Grid within 2 days, Repairs within 4 days and maintenance within 10 days. 4. Use The ‘Guided Setup’
  28. 28. Using The Guided Setup 4. Use The ‘Guided Setup’ Exercise Recap: ● Used Guided Setup to create additional Service Territories (SF, plus SF & LA Showrooms) ● Also created Work Types and Skills for Solar Panel Installation, Maintenance, & Repair
  29. 29. #CD19 Object Model - Service Resources Work Type Service Territory Service Resource Skill Absence Capacity ● Service Resources have skills to do certain types of work ● Create Resource Absences for vacation, time off, training, etc. ● Define Resource Capacity, typically used with contractor resources ○ Hours or units of work ○ Daily, weekly, and monthly time periods for capacity ○ In date ranges (i.e. 40 hrs per week Oct 1 to Dec 31) 32
  30. 30. #CD19 Object Model - Resources Each Resource (human or not!) must be linked to a User or Crew Users must have FSL Permission Set Licenses Assigned Resource Junction Object holds Travel Time details 33
  31. 31. Service Resources 5. Create Service Resources GES has different kinds of mobile resources... Installers are trained on install and maintenance. Several employees are ‘Experts’, versed in all work including connecting to grid and repairs.
  32. 32. Service Resources 5. Create Service Resources Exercise Recap: ● Added Installer and Expert Resources ● Assigned relevant skills to resources
  33. 33. #CD19 Object Model - Service Territory Members The Service Territory Member defines: ● Which Territory a resource is assigned ● Home base (if different from Service Territory) ● Operating Hours (if different from Service Territory) ● Type of Allocation (Primary, Secondary, Relocation) ● Time Frame for the territory membership Time Phased Service Territories Service Territory Service Territory Member Service Resource Operating Hours Override 36
  34. 34. Service Territory Allocations 6. Assign Resources to Service Territories Prague and Bratislava each have 4 field technicians. There’s one Expert in each city.
  35. 35. Service Territory Memberships 6. Assign Resources to Service Territories Exercise Recap: ● Service Resources on Dispatch Console
  36. 36. Scheduling Logic
  37. 37. Who? When? For Who? What? Where? Scheduling Logic Defined Enforces Business Rules & Considers Service Objectives when assigning work (service appointments) to resources. These are combined in scenario-specific Scheduling Policies. Allows to intelligently decide Who does What Where, When, for Who and with What, while optimizing the decision towards predefined business KPIs. With What?
  38. 38. “The W6 is a simple yet powerful concept to express just about any service management challenge” Prof. Moshe Ben Bassat
  39. 39. How Field Service Lightning Optimization Works This logic is used for: Appointment Booking, Optimization, Smart Scheduling on Gantt 100s of Employees 5 Qualified Employees The Optimal Employee Work Rules: Yes / No Qualifiers Who can do the job? Skill, Location, Availability, Required Resource, etc. Service Objectives: Which employee is the best based on company KPIs? ASAP, Minimize Travel, Minimize Overtime, Prefer Contractors, Preferred Skill Set
  40. 40. #CD19 Object Model - Scheduling Policies Service Objectives Scheduling Policy Work Rules ● Scenario specific ● Delivered as part of the Managed Package ● Out of box rules and objectives ● Scheduling Policies composed of both (junction objects bundle them) ● Work Rules - hard qualifiers ● Service Objectives - optimize for KPIs 43
  41. 41. #CD19 Time Dimensions In Field Service Lightning Earliest Start Permitted Due Date Arrival Window Start Arrival Window End Scheduled Start Scheduled End 44
  42. 42. Time Dimensions Earliest Start Permitted <-> Due Date - The Playground! Arrival Window Start <-> Arrival Window End - The Promise! Scheduled Start <-> Scheduled End - The Schedule! Actual Start - Actual End - What Really Happened! Input Input Output
  43. 43. Work Rule Description Active Resources Consider only ‘Active’ Service Resources when scheduling. Earliest Start Permitted Schedule Service Appointments to start after the Earliest Start Permitted Due Date Schedule Service Appointments to complete before the Due Date (customer commitment). Scheduled Start Schedule Service Appointments to start after the Appointment Booking Arrival Window Start. Scheduled End Schedule Service Appointments to start before the Appointment Booking Arrival Window End. Resource Availability* *Mandatory rule. Schedule Service Appointments only to Service Resources who are available, taking into consideration their existing schedule, absences, travel time, breaks, Operating Hours and more. Match Territory Consider only Service Resources who belong to the Service Territory of the Service Appointment. This looks at Service Resources whose Service Territory Members type is Primary or Relocation. Working Territories Note: You can’t use both Match Territory and Working Territories together. Consider only Service Resources who are assigned to the Service Territory of the Service Appointment This looks at Service Resources whose Service Territory Members type is Secondary. Tick ‘Working Location Enable Primary’ to consider Service Territory Members that are of type Primary. Match Skills Ensure Resources is skilled for work. Additionally, check “Match Skill Level” option on rule. Required Resources Consider only Service Resources marked on Work Order’s Resource Preference of Type ‘Required’. Excluded Resources Do not consider Service Resources marked on Work Order’s Resource Preference of Type ‘Excluded’. Maximum Travel From Home Limit scheduling to a radius of distance or travel time around the Service Resource’s homebase. Service Appointment Visiting Hours Respects business visiting hours (Operating Hours) set on Work Order when scheduling. Field value is derived from the Account’s Operating Hours. Service Crew Resources Availability Compare Service’s Minimum Crew Size and the Crew Size of the Service Resource (of type Crew) to determine if Crew is a candidate for the job. Video Reference
  44. 44. #CD19 ● Schedule an Automatic Break to start at certain time, config is earliest start, may start later between appts. ● Travel Time ○ Does availability start/end at the work site (no travel time) or the resource’s homebase (include travel time)? ● Enable Overtime - Check if Operating Hours include “Extended Time” ● Fixed Gap - provide buffer at end of appt (i.e. paperwork, wrap-up). Set time duration in Minimum Gap. Work Rule: Resource Availability 47
  45. 45. #CD19 Objective Description ASAP Schedule the service appt as soon as possible. Provide prompt service. Minimize Overtime Minimize the use of overtime hours. Minimize Travel Prefer quicker routes. Preferred Service Resource Try to assign the job to the Service Resources marked on the Work Order’s Resource Preference of Type ‘Preferred’. Resource Priority Prefer “high ranking” Service Resources Skill Level Prefer least or most qualified Service Resource when assigning Service Appointments. Use Prioritize Resource field to choose most or least. Service Objectives Video Reference Optimize for business KPIs and achieve operational goals ● Use weightings to determine relative importance of objectives ● Weightings provide basis for Service Appointment grade (Ideal, Recommended) 48
  46. 46. #CD19 Object Model - Resource Preference Resource Preference Types: ● Preferred ● Required ● Excluded 49
  47. 47. #CD19 Scheduling Policies High Intensity ● Useful during very high volumes ● Productivity is the first priority; for example, after a big storm Scenario based combination of Rules & Objectives Scheduling Policies can be changed from: ● The Gantt ● Per Object for Appointment Booking ● For Optimization Requests Soft Boundaries ● Allows mobile workers to work in other territories ● Expands service coverage Emergency ● Match Location rule removed ● Used in the Emergency Global Action Video Reference 50 Customer First ● Balance great customer service with minimized travel ● Priority given to preferred resource ● Ability to service ASAP
  48. 48. #CD19 Field Service: World of Conflicting Goals & Objectives Result Result Revenue GrowthCustomer Satisfaction Cost Savings Employee Satisfaction 51
  49. 49. Scheduling Policies: Work Rules & Objectives 7. Scheduling Policies: Work Rules & Service Objectives In order of importance: 1. Assign experts to simple jobs only when no Installer is available 2. Reduce cost by avoiding overtime 3. Reduce mileage and gas expense for internal resources 4. Provide prompt service 5. If customer has a bad experience with a resource, don’t send them back
  50. 50. Scheduling Policies: Work Rules & Objectives 7. Scheduling Policies: Work Rules & Service Objectives
  51. 51. Contractors
  52. 52. What are Contractors and Why Use Them? ● Crowdsourcing is a major trend in Field Service ● Hard to manage when not handled properly ● Amazing differentiating functionality in FSL today! ● Widely leveraged by existing customers ● Usually an external company to whom work is outsourced ● May outsource on a regular or infrequent basis ● Companies typically outsource to multiple contractors ● Cost savings ● Growth into new markets ● Tap into needed expertise ● Rapid geographical expansion Background What? Benefits
  53. 53. Drive Contractor Operations with FSL Challenges With Contractor Management ● Limited visibility to schedules, skills & availability ● Harder to maintain quality of work & meet SLAs ● Non-uniform work completion & info capture procedures Field Service Lighting Delivers ● Single, unified platform to manage all resources including contractors ● Effectively include contractors in schedule optimization ● Streamlined processes - Less paperwork ● Visibility to as much detail provided ● Mobile option for contractors ● Communities - excellent use case By 2020, over 40% of field service work will be performed by technicians who are not employees of the organization that has direct contact with the customer. Gartner FSM MQ ‘17
  54. 54. External Workforce GES would like to explore outsourcing to a 3rd party. They’ve decided to run a pilot In Prague to see if costs can be decreased and the work done more efficiently. GES has contracted Great Resources Inc who provides maintenance services to solar power companies in LA. GES sends the work list, and Great Resources reports back upon completion - managing its contractors with its own scheduling system.
  55. 55. Contractors Setup 10. Contractors Setup Great Resources Inc are located at 157a Vinohradská Prague, 130 00, Czechia Handling Maintenance only Great Resources Inc committed to a max of 40 hours a day Mon-Fri 9-5.
  56. 56. Contractors Setup 10. Contractors Setup
  57. 57. Scheduling Logic & Relevance Groups Relevance Groups allow you to enforce a Work Rule or a Service Objective on specific groups of records based on: ● Boolean on the Service Appointment record ● Boolean on the Service Territory Member record Apply different Rules and Objectives to groups of Resources / Service Appointments Junior Technician Contractor Break 30 min No Overtime No Break No Overtime Senior Technician Break 45 min Overtime allowed
  58. 58. Scheduling Logic & Relevance Groups 11. Contractors Logic & Relevance Groups Each Resource may belong to ONLY ONE Resource Availability Relevance Group Contractors will be primarily a maintenance unit, but internal mobile resources can also handle work if the contractor is unavailable. Great Resources Inc is contracted to only cover a 40 mile radius around its office.
  59. 59. Contractor Logic & Relevance Group 11. Contractors Logic & Relevance Groups Exercise Recap: ● New Work Rule applied only for Contractors to limit their maximum travel ● New Service Objective that will attempt to prefer Contractor resources (in LA for certain work)
  60. 60. Mobile
  61. 61. Cutting-Edge, Offline-First Mobile Experience Customizable, easy-to-use iOS and Android apps built with mobile workers in mind iOS Android ● Purpose-built for Field Service Lightning ● Offline-first capability ● Layout driven to display relevant information ● Power processes with Workflow ● Push Notifications and Chatter ● Geolocation tracking for real-time scheduling ● Inventory Management ● Resource Absences
  62. 62. Offline Architecture
  63. 63. Offline Capabilities Everything a Mobile Field Technician needs on the go Data: Schedule Work Orders Line Items Asset Related Objects: Feed Cases Account Contact Files Knowledge Articles Custom Objects Metadata: Page Layouts Updates merged with Server when network available Actions, Feed, & Signatures captured 1 3 2 Priming Offline Actions Synchronization
  64. 64. #CD19 1st Class Objects Service Appointments Work Orders Assigned Resource Work Order Line Items Assets 1st Class Objects Contact Case Objects we prime for offline access + we also prime associated Records and Lists Leads These objects are available offline because they are directly associated with a 1st Class Object Custom Object 71
  65. 65. #CD19 Other Objects Primed ● Knowledge articles are primed only for 1st class (WO, WOLI) ● Chatter Feed is primed for: ○ WorkOrder ○ WorkOrderLineItem ○ Case ○ ServiceAppointment ○ Product ○ ProductRequest ○ ProductRequestLineItem ○ Asset ● Feed Files are not primed ● Files Related Lists are not primed 72
  66. 66. #CD19 Class Entities Object is primed? Associated Objects are primed? Quick Actions Related Lists Chatter Feed First Service Appointments Work Order Work Order Line Item Assets Yes Yes Primed Yes Yes Second Case Product Yes No Primed No (You can view in SF Mobile) No (You can view in SF Mobile) Third Contact Account Yes No Not Shown No (You can view in SF Mobile) No (You can view in SF Mobile) Fourth Anything else No (cached when you view the record) No Not Shown No (You can view in SF Mobile) No (You can view in SF Mobile) This is being reviewed for Spring ‘19. If you have some concerns or feedback please mention it in the Pilot Chatter Group 73 Classes of Objects
  67. 67. #CD19 Where to look for more? Visit: salesforce.com/fieldservicelightning Demo VideoDatasheet eBook FSL Trailhead FSL Help & Training - Managed Package - Mobile iOS/Android FSL Partner Office Hours FSL Developer Guide FSL Implementation Guide - Winter 19 FSL Implementation Certification FSL Partner Community Quick overview Ready to get hands-on Need live support 74
  68. 68. Thank you!

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