Salesforce Field Service Lightning (FSL), one of the finest products for field workers and technicians within the Salesforce CRM. You will get to know about all the details related to Salesforce Field Service in these slides.

1. Salesforce Field Service
The Best Assistant for your
Customer Support Operations
Salesforce Field Service Lightning (FSL), one
of the finest products for field workers and
technicians within the Salesforce CRM.
With Field Service, you have access to
different tools that you need to manage work
orders, scheduling, and your mobile
workforce.
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2. Salesforce Field Service Managed Packages
To harness the power of Salesforce Field Service, the users need to install two
managed packages:
1. Base Package - It consists of the Object Data model.
2. Lightning Package - It consists of the Field Service Lightning App.
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3. Three Main Parts Of
Salesforce Field Service
Core Features
When Salesforce Field Service is activated, the users get access to a set of standard objects found in Setup andas tabs in
Salesforce.
Managed Packages
● A guided setup tool
● A dynamic scheduling console
● A scheduling optimizer
● Scheduling triggers and policies
Mobile Application
The Salesforce Field Service mobile application for iOS and Android is an ultimate tool for field service technicians and workers.
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4. Four Main Users of Salesforce Field Service
Field Service users fall into the following categories:
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FSL Administrator FSL Agent
FSL Dispatcher FSL Mobile Worker or
Technician

5. FSL Administrators
Admins are behind the setting up the core features and assigning required permissions to users.
FSL Agents
They are responsible for receiving inquiry calls, handling cases and work orders, and booking appointments.
FSL Dispatchers
Dispatchers schedule and assign technicians to work orders intelligently and scheduling appointments based on
skills and routing policy.
FSL Mobile worker or Technician
They are responsible for receiving work orders and appointments, managing and updating job progress, and
delivering a seamless customer experience through the mobile application.
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6. Benefits Of Using Salesforce Field Service
Work Orders Management: Appointments
and work orders can be created from within
Service Cloud Console on Salesforce.
Assets Management: Track customer assets
and setup automated service scheduled based on
customer asset information.
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7. Benefits Of Using Salesforce Field Service
Smart Scheduling: Increase field workforce
optimization by assigning appointments to
technicians based on location, skills, proximity,
and other rules.
FSL Mobile App: Provide field technicians with
high visibility into customer records,
appointments, work orders on their mobile
devices.
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8. Benefits Of Using Salesforce Field Service
Dispatcher Console: Dispatchers work on
assigning work orders, track and monitor service
delivery in real-time.
Analytics: For Analytics, you need to purchase a
separate license for Wave Analytics and integrate
it.
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9. Steps to Enable Field Service Lightning
Step 1 :
Go to Setup>> Field Service Settings>> Enable Field Service Lightning.
Step 2 :
In the Notifications section, choose "Enable notifications" to send notifications to users’ on the Salesforce
mobile app, and the FSL mobile app about the status of work orders and service appointments.
Step 3 :
In the “Auto-Created Service Appointments” section, choose 'Days After Created Date' to define the due
date for a certain number of days on auto-created service appointments.
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10. Step 4:
In the "Sharing" section, choose one of the following options:
Choose 'Share dispatched service appointments with their assigned resources’.
Choose 'Share service appointments parent work orders with their assigned resources'
Step 5:
In the 'knowledge Search' Section, choose the work order and work order line item
fields to display the suggested Knowledge articles based on the selected fields
Step 6:
And then, click Save.
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11. Conclusion
Salesforce Field Service provides users with the comprehensive
tools that are required to schedule and assign work orders,
schedule appointments, and manage your mobile workforce.
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12. Thank
You
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