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.

1. Quick Start to Field Service Lightning
Paweł Dobrzyński
pawel.dobrzynski@pwc.com

2. #CD19
Work Book (click to open)
FSL Training Workbook - CzechDreamin Prague 16th August 2019
bit.ly/FSLWorkshop
2

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. Field Service
Introduction to Workforce Management

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. #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. 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. Green Energy Solutions
Client Discovery & Pain Points

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. 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. Intro to the Object Model

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. #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. #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. 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. Field Force Structure & Operating Hours
1. Operating Hours & Territories

17. Field Force Structure & Operating Hours
1. Operating Hours & Territories
Exercise Recap:
● New Operating Hours
● New Service Territory that uses
the new OH

18. FSL Skills & Work Types

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. 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. 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. Booking Appointments
Work Order Quick Actions: Book Appointments vs Candidates

23. Book appointments
6. Test your Work
Exercise Recap:
● Create New Work Order
● Book Appointment using Quick
Action on the Work Order

24. Book appointments: Candidates
6. Test your Work
Exercise Recap:
● Create New Work Order
● Book Appointment using Quick
Action on the Work Order

25. Guided Setup
Rapid implementation of basics

26. End To End Demo
Guided Setup: Rapid Implementation of Basics

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. 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. #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. #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. 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. Service Resources
5. Create Service Resources
Exercise Recap:
● Added Installer and
Expert Resources
● Assigned relevant
skills to resources

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. 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. Service Territory Memberships
6. Assign Resources to Service
Territories
Exercise Recap:
● Service Resources on Dispatch Console

36. Scheduling Logic

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. “The W6 is a simple yet powerful
concept to express just about any
service management challenge”
Prof. Moshe Ben Bassat

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. #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. #CD19
Time Dimensions In Field Service Lightning
Earliest
Start
Permitted
Due
Date
Arrival
Window
Start
Arrival
Window
End
Scheduled
Start
Scheduled
End
44

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. 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. #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. #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. #CD19
Object Model - Resource Preference
Resource Preference Types:
● Preferred
● Required
● Excluded
49

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. #CD19
Field Service:
World of Conflicting Goals & Objectives
Result
Result
Revenue GrowthCustomer Satisfaction
Cost Savings
Employee Satisfaction
51

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. Scheduling Policies: Work Rules & Objectives
7. Scheduling Policies:
Work Rules & Service Objectives

51. Contractors

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. 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. 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. 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. Contractors Setup
10. Contractors Setup

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. 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. 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. Mobile

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. Offline Architecture

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. #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. #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. #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. #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. Thank you!