This document provides information about a Salesforce Admin Group meeting in Chennai on empowering mobile workforces with Field Service. The agenda includes an overview of what Field Service is in Salesforce, the key personas in field service and their roles, the core data model, capabilities of the Field Service Mobile app, and a demo. The document defines Field Service as a tool for managing work orders, scheduling, and a mobile workforce to provide customer support through field visits. It outlines the main personas as administrators, agents, dispatchers, and mobile workers/technicians and their capabilities.

1. Welcome to Salesforce Admin Group,
Chennai
Empower your mobile workforce with Field Service

2. Vetriselvan
Manoharan
6x Certified,
Technical Lead,
Wilco source, LLC
https://www.linkedin.com/in/vetrimanoharan/
https://twitter.com/devhari3

3. Line up for me
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Agenda
• What is field service?
• What is field service in Salesforce?
• Personas in field service
• Core data model
• Capabilities of Field Service Mobile app
• Demo
• Q&A

4. What is field service?

5. #TrailblazerCommunity
• Providing service and customer support by doing field visits or dispatches.
• Managing repairs, installations, supports and scheduled maintenance.
• Diagnosing the technical problems and fixing the issue by making a field visits.

6. What is field service in Salesforce?

7. • Field Service is a managed package that gets you tools that you need manage
work orders, scheduling and mobile workforce.
• This tool designed in a way to connect the customers, products and your service
teams for providing the customer support.
• Field service gives you more powerful, high customizable, mobile-friendly field
service hub in Salesforce.
• One of the finest products for field service workers and technicians within
Salesforce CRM.
• Leverages the full potential of Salesforce CRM to assists the dispatchers to
prioritize and schedule the jobs effectively.

9. Personas in Field Service

11. Roles Description
Administrators Setup the field service features according to the
unique business needs.
Agents Handles the customer services calls and emails,
create them as cases and requests field service
appointments via work order, books candidate for
service appointment.
Dispatchers Assigns and manages the service appointments
through the dispatcher consoles. The Dispatcher
console is a tool included in the managed package to
schedule, optimize and dispatch the service
appointments.
Mobile Workers
or Technicians
Manages the service appointments, makes field visits
and performs tasks, updates the inventory, closing the
work orders, generates service reports.

12. Roles Capabilities
Admin • Setup applications based on business needs.
• Creation of appropriate data(Service territories,
service resources, operating hours etc.).
• Build reports on the field service data.
Agents • Initial Interaction with the customer.
• Logs a case and work order.
• Creates Service Appointments.
• Provides parts and materials for the jobs.
Dispatchers • Assign Jobs to the technician
• Tracks schedule and status.
• Check resource availability
• Tracks the inventory.
Technicians/Mo
bile Workers
• Perform work at customer location
• Manage jobs from mobile.
• Requests parts.
• Updates the job status.

13. Provide appropriate permission sets to user according to their personas.

14. Core Data Model

15. #TrailblazerCommunity

16. Work Order – Represents the work to be completed for the customer. Main element of the
Field service.
Work Order Line Item – Represents the various sub-task for the work order.
Service Appointment – Represents the appointment details with the work order.
Service Resource – Represents the mobile works who are available to work.
Service Territory – Represents which area the field agents are available to work.
Operating Hours – Represents the time available or working hours to perform the field
service for the service territory and service resource.
Work Type – Represents a common field service work, such as installations, repairs.
Skills – Represents the skills of the service resource.

17. Field Service Inventory
Data Model

18. Product Requests – Request for the part to complete the work order.
Product Transfers – Transfer of inventory between locations.
Return Orders – Records the inventory returns or the repairs from the
customers.
Product Items - Parts or services that can be requested, required, transferred,
and consumed in field service work

19. Dispatcher Console

20. Capabilities of Field Service mobile app

21. • Offline Capability – The apps works offline so the mobile works can work with no or
limited connectivity.
• Push Notifications - Push notifications help your mobile workforce stay up to date,
making sure they never miss an important event.
• Geo Location Tracking - Keep tabs on service resources and enable smarter
scheduling with resource geolocation tracking.
• Inventory tab - Let your team manage track consumption, request products, and view
their inventory from the app.
• Bar code scanner.
• Service Reports Generation – Generate the service report and get the signature from
the customer.
• Available both on IOS and Android devices.

22. Field Service Mobile App

23. Demo

24. Q&A