Field Service Lightning

Managed Package Guide

Salesforce, Winter ’18

@salesforcedocs
Last updated: December 13, 2017
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CONTENTS

Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Install the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Set up the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Create Permission Sets with the Field Service Lightning Managed Package . . . . . . . . . . . 3
Assign Permissions with the Field Service Lightning Managed Package Permission
Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Assign Page Layouts from the Field Service Lightning Managed Package . . . . . . . . . . . . . 6
Manage Geocodes and Data Integration Rules for the Field Service Lightning Managed
Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Field Service Lightning Managed Package Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Service Appointment Lifecycle in the Field Service Lightning Managed Package . . . . . . . . . 8
Global Actions in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . 9
Scheduling Policies in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . 9
Schedule Optimization with the Field Service Lightning Managed Package . . . . . . . . . . . 11
Dispatch Policies in the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . 19
Sharing for the Field Service Lightning Managed Package . . . . . . . . . . . . . . . . . . . . . . 19
Field Service Lightning Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Search in the Dispatcher Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dispatcher Console Service Appointment List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Dispatcher Console Gantt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Dispatcher Console Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Scheduling Policy Picker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Managing Service Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
FIELD SERVICE LIGHTNING MANAGED PACKAGE

The Field Service Lightning managed package builds on Salesforce’s standard field service features
EDITIONS
to deliver a rich, highly customizable experience for dispatchers and technicians.
The Field Service Lightning managed package is translated into the 32 Salesforce supported Available in: Salesforce
languages and includes the following features. Classic and Lightning
Experience
Scheduling and optimization
A robust toolbox of work rules and scheduling policies optimizes resource assignments, taking Available in: Enterprise,
skills, location, and your business objectives into account. Performance, Unlimited,
and Developer Editions
Administration app
Admins can integrate and maintain scheduling policies, global actions, sharing tools, and
optimization rules all in one place.
Automatic user permission setup and updates
Set up your field service user permissions and keep them updated with the click of a button.
Dispatcher console
The console’s appointment lists, scheduling actions, Gantt chart, and interactive map give dispatchers and supervisors a bird’s-eye
view of all service appointments. Dispatchers can ensure that the right job is routed to the right mobile employee and immediately
see alerts for issues that need attention and take action. Schedule bulk jobs with just one click, and track and monitor service delivery
in real time.

Note: Before installing the Field Service Managed package, enable Field Service Lightning.

1. Install the Field Service Lightning Managed Package

If your Salesforce org has Field Service Lightning enabled, you can install the managed package and build on standard field service
features.
2. Set up the Field Service Lightning Managed Package
After you install the Field Service Lightning managed package, you must create and permission sets and ensure page layouts,
geocodes, and data integration rules are configured correctly.
3. Field Service Lightning Managed Package Customization
Learn the concepts behind the features in the Field Service Settings tab and how to adjust them to your needs.
4. Field Service Lightning Dispatcher Console
The Field Service Lightning Managed Package includes the Dispatcher Console, which is the main working space for dispatchers.

1
Field Service Lightning Managed Package Install the Field Service Lightning Managed Package

Install the Field Service Lightning Managed Package

If your Salesforce org has Field Service Lightning enabled, you can install the managed package
EDITIONS
and build on standard field service features.

Note: Field Service Lightning must be enabled in your org. Available in: Salesforce
Classic and Lightning
1. Click the appropriate installation link on the download page Experience
https://fsl.secure.force.com/install.
Available in: Enterprise,
You can install on a production org or a sandbox org. Performance, Unlimited,
and Developer Editions
2. Select Install for Admins Only.
If you receive a request to approve third-party access, click Yes and Continue. This request
allows Salesforce to collect the latitude and longitude values for service addresses so that the USER PERMISSIONS
service scheduling optimizer can function.
To install the Field Service
3. If you get a message notifying you that the installation is taking longer than expected, click Lightning managed
Done. package:
• Customize Application
Once the installation is complete, you will receive an email notification.
To assign a permission set
After the package is installed, two new apps are included in the Apps Launcher. The Field Service license:
app is for dispatchers, and the Field Service Admin app is for administrators. You can also add the • Manage Users
Field Service and Field Service Settings tabs to other existing apps. To create a permission set:
• Manage Profiles and
Permission Sets

2
Field Service Lightning Managed Package Set up the Field Service Lightning Managed Package

Set up the Field Service Lightning Managed Package

After you install the Field Service Lightning managed package, you must create and permission
EDITIONS
sets and ensure page layouts, geocodes, and data integration rules are configured correctly.
It is recommended your service territories are set up with their operating hours and members Available in: Salesforce
assigned. For faster set up, your work types and service resource skills should also be configured. Classic and Lightning
Experience

Create Permission Sets with the Field Service Lightning Managed Package Available in: Enterprise,
Configure and update permission sets with a click of a button. Performance, Unlimited,
and Developer Editions
Assign Permissions with the Field Service Lightning Managed Package Permission Sets
Give your users the permissions they need to complete their field service tasks.
USER PERMISSIONS
Assign Page Layouts from the Field Service Lightning Managed Package
Update page layouts of field service objects for profiles used for field service lightning. To configure the Field Service
Lightning managed
Manage Geocodes and Data Integration Rules for the Field Service Lightning Managed Package
package:
Ensure your data integration rules are set up so that the closet qualified resource can deliver • Customize Application
field service.
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Create Permission Sets with the Field Service Lightning Managed Package
Configure and update permission sets with a click of a button.
EDITIONS
1. In the App Launcher, select the Field Service Admin app.
Available in: Salesforce
2. Select the Field Service Settings tab.
Classic and Lightning
3. Click Getting Started from the left-side panel. Experience
4. Click Permission Sets. Available in: Enterprise,
5. Click Create Permissions on the FSL Admin tile. Performance, Unlimited,
Two permission sets are created: FSL Admin License and FSL Admin Permissions. These and Developer Editions
permissions allow users to access and manage all Field Service Lightning objects, including the
Field Service Lightning Visualforce pages and logic services. USER PERMISSIONS
6. Click Create Permissions on the FSL Agent tile. To configure the Field Service
Two permission sets are created: FSL Agent License and FSL Agent Permissions. These Lightning managed
permissions allow users to view all global actions and their related objects to create, book, and package:
schedule service appointments. • Customize Application
To assign a permission set
7. Click Create Permissions on the FSL Resource tile. license:
Three permission sets are created: FSL Mobile License, FSL Resource License, and FSL Resource • Manage Users
Permissions. These permissions allow users to view and manage service appointments and To create a permission set:
their related parent objects. • Manage Profiles and
Permission Sets

3
Field Service Lightning Managed Package Assign Permissions with the Field Service Lightning Managed
Package Permission Sets

8. Click Create Permissions on the FSL Dispatcher tile.

Three permission sets are created: FSL Dispatcher License and FSL Dispatcher Permissions. These permissions allow users to access
and manage the dispatcher console, global actions and their related objects, and schedule optimize and dispatch service appointments.

The app updates this permission sets for you. If you have extended the permissions sets, they are not overridden. You must assign these
permission sets to your users according to their requirements.

Assign Permissions with the Field Service Lightning Managed Package

Permission Sets
Give your users the permissions they need to complete their field service tasks.
EDITIONS
Field service players are generally sorted into one or more of the following profiles.
Available in: Salesforce
Administrator
Classic and Lightning
A Salesforce admin integrates Field Service Lightning features and sets up user permissions as
Experience
needed for your org.
Agent Available in: Enterprise,
Agents handle inbound cases, create work orders, and book appointments from the Salesforce Performance, Unlimited,
and Developer Editions
console.
Dispatcher
Dispatchers build and manage appointments, assign technicians, and optimize scheduling USER PERMISSIONS
based on technician skills, routing, and job priority.
To enable the Field Service
Resource Lightning managed
Field resources or technicians receive work orders and appointments from dispatchers or agents. package:
They also update job progress from mobile devices with the Salesforce app or the Field Service • Customize Application
Lightning Mobile app. To assign a permission set
license:
1. From Setup, enter Manage Users in the Quick Find box, then select Manage Users >
• Manage Users
Users.
To create a permission set:
2. Click a field service user’s name.
• Manage Profiles and
3. Click Permission Set Assignments at the top of the page or scroll down to the Permission Permission Sets
Set Assignments related list.
4. Click Edit Assignments.
5. Enable the appropriate permission sets and click Save.

Tasks Required Standard Profile Permission Sets

Administrator: Manage all Field Service System Administrator • FSL Admin License
Lightning objects, including the Field
• FSL Admin Permissions
Service Admin app, Field Service Lightning
Visualforce pages, and logic services.

Agent: Access all global actions and their Standard User or System Administrator • FSL Agent License
related objects to create, book, and
• FSL Agent Permissions
schedule service appointments.

4
Field Service Lightning Managed Package Assign Permissions with the Field Service Lightning Managed
Package Permission Sets

Tasks Required Standard Profile Permission Sets

Dispatcher: Access all global actions and Standard User or System Administrator • FSL Dispatcher License
their related objects to create, book, and
• FSL Dispatcher Permissions
schedule service appointments.

Manage service appointments and their Standard User or System Administrator • FSL Mobile License
related parent objects.
• FSL Resource License
• FSL Resource Permissions

6. Click Permission Set License Assignments at the top of the page or scroll down to the Permission Set License Assignments related
list.
7. Click Edit Assignments.
8. Enable the appropriate permission set licenses and click Save.

Permission Set License Description

Field Service Standard Enable this permission set license for all field service users.

Field Service Scheduling Enable this permission set license for all mobile resources.

Field Service Dispatcher Enable this permission set license for all dispatcher console users.

Field Service Mobile Enable this permission set license for all mobile resources.

5
Field Service Lightning Managed Package Assign Page Layouts from the Field Service Lightning
Managed Package

Assign Page Layouts from the Field Service Lightning Managed Package
Update page layouts of field service objects for profiles used for field service lightning.
EDITIONS
Important: If you created field service profiles, perform the following steps on those profiles
instead of the standard profiles. Available in: Salesforce
Classic and Lightning
1. From Setup, enter Profiles in the Quick Find box, then click Profiles. Experience
2. Click System Administrator.
Available in: Enterprise,
3. In the Page Layouts section, find the Operating Hours object and click View Assignment. Performance, Unlimited,
4. Change all the page layouts by selecting all the profiles and selecting FSL Operating Hours and Developer Editions
Layout.
5. Click Save. USER PERMISSIONS
6. Repeat the steps for the following objects. To enable Field Service
• Service Appointment (select FSL Service Appointment Layout) Lightning managed
package:
• Service Resource (select FSL Service Resource Layout) • Customize Application
• Work Order (select FSL Work Order Layout) To assign a permission set
• Work Order Line Item (select FSL Work Order Layout) license:
• Work Type (select FSL Work Type Layout) • Manage Users
To create a permission set:
7. Click Save and repeat for the Standard User profile. • Manage Profiles and
Permission Sets

6
Field Service Lightning Managed Package Manage Geocodes and Data Integration Rules for the Field
Service Lightning Managed Package

Manage Geocodes and Data Integration Rules for the Field Service Lightning
Managed Package
Ensure your data integration rules are set up so that the closet qualified resource can deliver field
EDITIONS
service.
When you enable Field Service Lightning, data integration rules are added to your org to update Available in: Salesforce
your field service objects with geolocation information. The geolocation information is used to Classic and Lightning
calculate service resource travel times. Experience

1. From Setup, enter Data Integration Rules in the Quick Find box, then select Data Available in: Enterprise,
Integration Rules. Performance, Unlimited,
and Developer Editions
2. Click Geocodes for Resource Absence Address.
3. Click Edit Rule Settings.
USER PERMISSIONS
4. Ensure Bypass triggers is deselected.
5. Click Save. To enable Field Service
Lightning managed
6. Repeat these steps for the following Field Service Lightning objects: package:
• Geocodes for Service Appointment Address • Customize Application

• Geocodes for Service Territory Address To assign a permission set

license:
• Geocodes for Service Territory Member Address
• Manage Users
• Geocodes for the Address field of Address
To create a permission set:
• Geocodes for Work Order Address • Manage Profiles and
• Geocodes for Work Order Line Item Address Permission Sets

Field Service Lightning Managed Package Customization

Learn the concepts behind the features in the Field Service Settings tab and how to adjust them
EDITIONS
to your needs.
Available in: Salesforce
Service Appointment Lifecycle in the Field Service Lightning Managed Package Classic and Lightning
A service appointment lifecycle is the sequence of stages that a service passes through. The Experience
lifecycle covers the time when the service appointment is created until it is completed. You Available in: Enterprise,
can configure each status to meet your business needs. Performance, Unlimited,
Global Actions in the Field Service Lightning Managed Package and Developer Editions
Use derivations to map the fields on Field Service objects to fields required for scheduling service
appointments.
Scheduling Policies in the Field Service Lightning Managed Package
A scheduling policy is a set of rules used in a scheduling operation. You can set the scheduling logic for Field Service Lightning,
including work priorities, travel speed, and geocoding, and add company scheduling policies and time zone details to the dispatcher
interface.
Schedule Optimization with the Field Service Lightning Managed Package
The scheduling optimizer helps your field service team comply with SLAs, minimizes travel time, overtime, costs, and no-shows. It
maximizes efficiency by assigning resources to as many service appointments per shift as possible. You can configure the optimizer
to run repeatedly, for example, every day, or you can run it manually.

7
Field Service Lightning Managed Package Service Appointment Lifecycle in the Field Service Lightning
Managed Package

Dispatch Policies in the Field Service Lightning Managed Package

Manage how field service technicians receive jobs, either one at a time, hourly, daily, weekly, or monthly.
Sharing for the Field Service Lightning Managed Package
You can limit access to field service objects so that your service team members only see information relevant to them. Field Service
Lightning includes out-of-the-box sharing tools to give team members access to the right information. For these tools to function,
you need to change objects’ default Public Read/Write sharing settings.

Service Appointment Lifecycle in the Field Service Lightning Managed

Package
A service appointment lifecycle is the sequence of stages that a service passes through. The lifecycle
EDITIONS
covers the time when the service appointment is created until it is completed. You can configure
each status to meet your business needs. Available in: Salesforce
Field Service Lightning includes these statuses to indicate an appointment’s state in a cycle. Classic and Lightning
Experience
• None
• Scheduled Available in: Enterprise,
Performance, Unlimited,
• Dispatched
and Developer Editions
• In Progress
• Completed
• Cannot Complete
• Canceled
Field Service Lightning offers a predefined list of service appointment statuses. This status reflects the state of the appointment in the
system and follows its whole lifecycle – from creation to completion.
A service appointment lifecycle is the sequence of stages or statuses that a service passes through. The lifecycle covers the time when
the service appointment enters the system until the time it reaches its final status. Field Service Lightning offers a predefined status
transition of service appointment statuses.
To configure status settings:
1. Open the Field Service Admin app from the Field Service app menu.
2. On the Field Service Settings tab, click Service Appointment Lifecycle.
3. Click SA Status.
Each row represents a flow or transition in the lifecycle. To modify a flow, click a status or select a new status. The values are based on
the Service Status picklist. Click the tool icon to:
• Limit transitions to specific profiles or leave it blank to remove any restriction
• Select a custom Visualforce page for a status transition when using the Chatter action for Change Status.
To create a flow, click Add Flow. To disable a flow, click the trash can at the far right of the transition road.
The status flow diagram shows your status flows, but it doesn’t show your profile-based restrictions.
When a service appointment is unscheduled, either manually or automatically, its status changes to None.
• When scheduling a service appointment, change its status to Scheduled—When a service appointment is assigned to a
resource, either manually or automatically, its status changes to Scheduled.
• Unschedule the service appointment when its status is changed to Canceled or New—When a service appointment’s status
is changed to Canceled or New, the service is unscheduled and removed from the Gantt chart.

8
Field Service Lightning Managed Package Global Actions in the Field Service Lightning Managed
Package

Important: If you change the service appointment lifecycle, sharing rules for the Service object also change.
• When a service appointment is created and assigned, it’s visible only to the creator of the record (for example, a dispatcher,
customer, or resource) and the relevant dispatchers based on user-territory sharing.
• When a service appointment’s status is changed to Dispatched, the record is automatically shared with the user of the assigned
resource.
• Canceled service appointments remove all sharing rules from the service. A Canceled service appointment is visible only to
the owner of the service appointment and the relevant dispatchers based on the user-territory object.

Tip:
• Activate or deactivate transitions based on your business needs.
• Change the status names to fit your business needs. Changing the name doesn’t change a status’s automatic transition behavior.

Global Actions in the Field Service Lightning Managed Package

Use derivations to map the fields on Field Service objects to fields required for scheduling service
EDITIONS
appointments.
The Book Appointment global action uses these mappings to get the correct information in the Available in: Salesforce
service appointment. Classic and Lightning
Experience
• Service Territory (where)
• Start and End Times (when) Available in: Enterprise,
Performance, Unlimited,
• Scheduling Policy (how)
and Developer Editions
• Work Type (what)
You can also configure appointment and emergency booking behavior, such as policies and grading
thresholds.

Scheduling Policies in the Field Service Lightning Managed Package

A scheduling policy is a set of rules used in a scheduling operation. You can set the scheduling logic
EDITIONS
for Field Service Lightning, including work priorities, travel speed, and geocoding, and add company
scheduling policies and time zone details to the dispatcher interface. Available in: Salesforce
Field Service Lightning includes the following scheduling policies. Classic and Lightning
Experience
• Customer First—Balances great customer service with travel minimization. Appointments
are graded first by the customer’s selection of a preferred employee and then by the ability to Available in: Enterprise,
provide the service appointment as soon as possible. Travel minimization is the second priority. Performance, Unlimited,
• High Intensity—Typically used in times of high service volumes, like a storm scenario, where and Developer Editions
the business is focusing on employee productivity first and customer preferences as the second
priority.
• Soft Boundaries—Identical to the Customer First policy but allows sharing employees between different territories to enhance
service coverage.
• Emergency—Used with the Emergency Chatter action to dispatch emergency service appointments.
You can change the weights of the predefined scheduling policies. You can also copy a predefined scheduling policy and adjust the
rules, objectives, and objective weights to match the needs of your company.
To add a service objective to a scheduling policy:

9
Field Service Lightning Managed Package Scheduling Policies in the Field Service Lightning Managed
Package

1. Navigate to the scheduling policy that you want to add the resource objective to.
2. In the Scheduling Policy Objectives related list, click New Scheduling Policy Objective.
3. For Service Goal, select an objective.
4. Enter the weight that the objective should use in the policy.
5. Click Save.
To add a work rule to a scheduling policy:
1. Navigate to the scheduling policy that you want to add the rule to.
2. Click New Scheduling Policy Work Rule.
3. Use the lookup to select the work rule you created.
4. Click Save.

Note: A scheduling policy must include a resource availability rule. The Field Service Lightning managed package automatically
adds one resource availability rule to each policy.

Tip: After you define or modify scheduling logic, test the results of various scheduling scenarios by using the Get Candidates
action in the dispatcher console.

Street Level Routing for Accurate Travel Times

Street level routing improves travel calculation drastically as real turn-by-turn information is being considered.

Street Level Routing for Accurate Travel Times

Street level routing improves travel calculation drastically as real turn-by-turn information is being
EDITIONS
considered.
One of the most important KPI’s that field service organizations track and try to improve is travel Available in: Salesforce
time per job. A small improvement can add a lot of time for the technician to perform additional Classic and Lightning
work, drive less, save on gas, lower carbon footprint and reach the customer on time! Accurate Experience
route planning greatly contributes to the ability of your field force to perform at the highest level.
Available in: Enterprise,
Routing allows you to calculate the following: Performance, Unlimited,
and Developer Editions
• Travel time – meaning how long it will take the worker to arrive at a location.
• Travel distance – from one location to another.
Field Service Lightning uses the routing service to help minimize the worker travel time and distance from one work order to another.
And to calculate travel time and distance and make it visible for the user.
While Aerial routing computes the shortest distance between two locations based on a straight line route, SLR computes the distance
along roads or transportation routes. This is the most accurate distance as it is based on information and measurements of actual road
speeds and the expected travel speed based on road type. It provides an accurate calculation, thus enabling a better optimization of
schedule.
To Enable SLR simply go to the Field Service Settings app>Scheduling>Routing and tick the Enable Street Level Routing box - that’s it!
From now on FSL will use SLR for travel calculation. SLR calculation takes a bit longer than Aerial routing calculation.
Street Level Routing Considerations
• Resource travel speed isn’t taken into account when SLR mode is activated.
• The travel time is based on the Driving profile in Google maps and can’t be changed.
• SLR creates a grid of 200m squares. Every service appointment within the grid gets the same geolocation for routing purposes.

10
Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

• Service appointments with more than a 100-kilometer distance uses aerial routing instead.
• Complex work and multiday work scheduling doesn’t support SLR and use aerial routing instead.
• When you drag and drop a service appointment the routing calculates depending on the chosen start time. Street level routing
might not be used and the calculation won’t update immediately.
• Any scheduling action that is triggered in a transaction with data manipulation language uses aerial routing instead and it might
not update immediately. For example, when creating a new service appointment via the API data manipulation language is used
and the transaction is sent to a queue, which slows the response time.
• Before using SLR, run three to four global optimization runs for each region.

Schedule Optimization with the Field Service Lightning Managed Package

The scheduling optimizer helps your field service team comply with SLAs, minimizes travel time,
EDITIONS
overtime, costs, and no-shows. It maximizes efficiency by assigning resources to as many service
appointments per shift as possible. You can configure the optimizer to run repeatedly, for example, Available in: Salesforce
every day, or you can run it manually. Classic and Lightning
Experience
Example: For example, before running the service scheduling optimizer you may have:
• 62 scheduled hours Available in: Enterprise,
Performance, Unlimited,
• 24 minutes average travel
and Developer Editions
• 51 scheduled jobs
After you run the service scheduling optimizer you have:
• 69.5 scheduled hours
• 15 minutes average travel
• 56 scheduled jobs

Activate the Field Service Lightning Optimizer

Activate the service scheduling optimizer to set up the most efficient schedule possible for your business.
Create a Field Service Lightning Optimization User
To activate the scheduling optimizer, you create an optimization profile and optimization user. You then log in as the optimization
user to complete activation.
Fix Scheduling Overlaps
Reschedule appointments that overlap another appointment or an absence with the click of a button.
Fill-In Schedule Gaps for Service Resources
Fill-in schedule creates a list of appointments for a technician and finds the optimal schedule.
Group Nearby Appointments
Group nearby appointments that are close to a given appointment.
Reshuffle Appointments to Schedule High Priority Work Over Lower Priority Jobs
When your schedule has no room for that high priority job, Appointments Reshuffle moves lower priority jobs to a later date or
unschedules them. This frees up your technician for the more important job.

11
Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

Activate the Field Service Lightning Optimizer

Activate the service scheduling optimizer to set up the most efficient schedule possible for your
EDITIONS
business.
1. As a system administrator with the “Modify All Data” user permission, navigate to the Field Available in: Salesforce
Service Settings tab. Classic and Lightning
Experience
2. Click Create Optimization Profile in the left-hand navigation bar.
Available in: Enterprise,
Note: This process consumes one Salesforce license. Before you enable optimization,
Performance, Unlimited,
ensure that a license is available. and Developer Editions
3. When you’re prompted, switch to the newly created optimization user to set up your
optimization: USER PERMISSIONS
a. From Setup, click Users and locate the optimization user.
To enable Field Service
b. Click Edit next to the user and select Active on their profile. Lightning managed
package:
c. Select Generate new password and notify user immediately.
• Customize Application
d. Log out.
To assign a permission set
4. When you receive a password reset email, click the link and complete the steps to log in to your license:
org as the optimization user. • Manage Users
To create a permission set:
5. When you’re logged in, click the + icon to see your full list of tabs.
• Manage Profiles and
6. Click the Field Service Settings tab. Permission Sets
7. Click Activate Optimization.
8. Click Allow to allow remote site access and be redirected back to the settings tab.
Optimization is now active in your org, as seen by the Optimization Active message in the left-hand navigation bar on the Field Service
Settings page. You can log out as the optimization user and log back in with your regular username and password.
To have the optimizer run on repeat, open the Field Service Admin app from the Field Service app menu. Click the Field Service Settings
tab, then click Scheduled Jobs. Select the job and adjust the settings as needed. When the optimizer is active, a status bar appears on
the left-hand side of the Field Service Settings page.
To manually run the optimizer — for instance, for a particular geographical area using a certain scheduling policy — click Optimize in
the Service drop-down menu on the Gantt chart and define your settings.

Note:
• A message displays at the top of the Gantt when the optimizer is running.
• If you deactivate the optimization user, the optimization will fail.

12
Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

Create a Field Service Lightning Optimization User

To activate the scheduling optimizer, you create an optimization profile and optimization user. You
EDITIONS
then log in as the optimization user to complete activation.
Create an FSL optimization profile, create an optimization user, and then log in as the user and Available in: Salesforce
activate the optimization. Classic and Lightning
Experience

Create a Field Service Lightning Optimization Profile Available in: Enterprise,

After activating the optimizer, create an optimization profile. Performance, Unlimited,
and Developer Editions
Create an Optimization User
After creating an optimization profile, create an optimization user.
USER PERMISSIONS
Log In as the Optimization User and Activate Optimization
Once creating an optimization profile and a user, log in to active optimization. To enable Field Service
Lightning managed
package:
• “Customize Application”
To assign a permission set
license:
• “Manage Users”
To create a permission set:
• “Manage Profiles and
Permission Sets”

Create a Field Service Lightning Optimization Profile

After activating the optimizer, create an optimization profile.
EDITIONS
1. Select a standard platform user profile from Setup > Manage Users > Profiles, and then click
Clone. Available in: Salesforce
Classic and Lightning
2. Set the profile name to FSL Optimization. You must use this name.
Experience
3. Set the following settings.
Available in: Enterprise,
• Custom App settings—Remove all settings, except Field Service. Performance, Unlimited,
• Tab settings—Hide all tabs, except Field Service Settings – Default On. and Developer Editions
• Administrative permissions
– Enable API Enabled. USER PERMISSIONS
– Enable Chatter Internal User. To enable Field Service
– Enable View Help Link. Lightning managed
– Enable Allow View Knowledge. package:
• “Customize Application”
– Disable all remaining fields.
To assign a permission set
• Standard Object permissions—Remove all permissions from all objects. license:
• Custom Object permissions—Keep defaults (no permissions). • “Manage Users”

• Field Service app—Visible. To create a permission set:

• “Manage Profiles and
• Field Service Settings tab—On (the default). Permission Sets”
• Enabled Visualforce Page Access—Vf066_settings, and remove all other settings.

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Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

• Enabled Apex Class Access—Include OAASRestService and AuthServices, and remove all other settings.

4. Click Save.

Create an Optimization User

After creating an optimization profile, create an optimization user.
EDITIONS
1. Select Setup > Company Profile, and then click Company Information.
Available in: Salesforce
2. Find your Salesforce Org ID, and copy the 15-character string to your clipboard.
Classic and Lightning
3. Select Setup Manage UsersUser, and then click New User. Experience
4. Set the following values. Available in: Enterprise,
• First Name—Leave blank. Performance, Unlimited,
• Last Name—Enter FSL Optimization. and Developer Editions

• Alias—Enter optUsr.
• Email—Enter the email address where you can receive the activation email. USER PERMISSIONS
• Username—This name must follow this format: FSL.[org id]+@[domain.name]. For example, To enable Field Service
if your org ID is “00D58000000PIve” and your domain name is “optimization.com,” enter Lightning managed
[email protected]. package:
• “Customize Application”
• Nickname—Accept the default.
• Role—Select None Specified. To assign a permission set
license:
• User License—Select Salesforce Platform. • “Manage Users”
• Profile—Enter FSL Optimization. To create a permission set:
• Select Generate new password and notify user immediately. Make sure this option is • “Manage Profiles and
selected. Permission Sets”

5. Click Save.

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Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

Log In as the Optimization User and Activate Optimization

Once creating an optimization profile and a user, log in to active optimization.
EDITIONS
1. When you receive a password reset email, click the link and complete the steps to log in to your
org as the optimization user. Available in: Salesforce
Classic and Lightning
2. When logged in, click the + icon to see a list of all your tabs.
Experience
3. Click the Field Service Settings tab.
Available in: Enterprise,
4. Select Optimization > Activation. Performance, Unlimited,
5. Click Activate Optimization. and Developer Editions
6. To allow remote site access and be redirected back to the Settings tab, clickAllow.
After you complete these steps, the scheduling optimizer operates in your org. You can log out as USER PERMISSIONS
the optimization user and log back in with your regular username and password.
To enable Field Service
Note: If you deactivate the optimization user, scheduling optimization no longer operates. Lightning managed
package:
• “Customize Application”
To assign a permission set
license:
• “Manage Users”
To create a permission set:
• “Manage Profiles and
Permission Sets”

Fix Scheduling Overlaps

Reschedule appointments that overlap another appointment or an absence with the click of a
EDITIONS
button.
Configure Fix Overlaps for dispatchers on the Field Service Settings tab. Available in: Salesforce
Classic and Lightning
From the Field Service Settings tab go to Scheduling > Dynamic Gantt > Fix Overlaps. There
Experience
are four settings.
1. Automatically fix overlaps when an appointment overlaps with Available in: Enterprise,
another appointment or absence: When enabled, Fix overlaps is triggered Performance, Unlimited,
and Developer Editions
whenever an appointment overlaps with another appointment or an absence.
2. When attempting to fix overlaps:
a. Schedule to original resource only: When selected, only the original assignee is considered when rescheduling
the appointments.
b. Schedule to all resources: When selected, the scheduling engine considers other resources as well.

3. After unscheduling services reschedule them by:

a. Chronological Order
b. Priority

4. When unable to find a valid schedule for an appointment:

a. Leave on Gantt and set in-jeopardy: If the scheduling engine can’t reschedule without breaking work rules,
the appointment is left in its original time and an in-jeopardy flag is raised.

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Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
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b. Unschedule the appointment(s): If the scheduling engine can’t reschedule without breaking work rules, the
appointment is unscheduled and removed from the Gantt chart.
c. Reshuffle other assignments: If the scheduling engine can’t reschedule without breaking work rules, the scheduling
engine reshuffles the appointment. Reshuffling means moving around, or even unscheduling, lower priority appointments to
make room for a higher priority appointment. More information.

Considerations for Fix Overlaps

• Fix overlaps respects the order of the original plan so the earliest appointment remains the earliest and the last remains last.
• If a service is pinned, fix overlaps can’t move it. However, fix overlaps don’t respect pinned statuses and can move appointments in
one of the pinned statuses.
• Fix overlaps only reschedules for the given day. If fix overlaps is progressing to a reshuffle operation it may schedule to other days
as well.
• Fix overlaps isn’t supported for capacity based resources.
• Fix overlaps leaves the appointments in their original status.
• When a service appointments is scheduled by a fix overlaps operation, the Schedule Mode on the Service appointments is
Automatic.

Fill-In Schedule Gaps for Service Resources

Fill-in schedule creates a list of appointments for a technician and finds the optimal schedule.
EDITIONS
The first step of the Fill-in Schedule operation is to build a pool of available jobs for the scheduling
engine to try to schedule (‘candidates service appointments’). A consideration when building the Available in: Salesforce
pool is which Service Appointments should be selected as candidates and which should not. Some Classic and Lightning
jobs shouldn’t be considered as a candidate, per the service organization definitions (example: for Experience
break fix, it may require to book an appointment with the customer over the phone before sending
Available in: Enterprise,
a technician onsite). As the definitions could be related to the service appointment itself and/or Performance, Unlimited,
the parent of the service appointment, the scheduling engine will evaluate a checkbox field on the and Developer Editions
parent record and another checkbox field on the service appointment level.
3 new fields were introduced through the managed package in this release all named ‘Is Fill In
Candidate’, but are on different objects - Service Appointment, Work Order and Work Order Line Item. The default value for these field
is TRUE, meaning that by default every service appointment is a candidate for Fill-In Schedule. If the service organization wants to control
which appointment should be a candidate and which should not they can do one of the following
• Automation: using Process Builder or Apex Triggers, set the value of the field(s) to False if the record fails to meet the needed criteria.
• Formula Fields: create a new checkbox formula field(s) that evaluate if that record should be a candidate, and change the settings
that controls which fields the scheduling engine evaluates when building the pool of candidates, to use your custom formula field(s)
instead of the default ‘Is Fill In Candidates’ fields (see below)
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Fill-in Schedule)
1. Service Appointment Candidate Boolean field Select a checkbox field that indicates if a service appointment is a candidate for fill-in
schedule. You can select any standard or custom checkbox field from the service appointment object, including formula fields.
2. Work Order Candidate Boolean field In the case of Work Order as an appointment’s parent - this field should be true for the service
appointment to be a candidate. You can select any standard or custom checkbox field from the work order object, including formula
fields.
3. Work Order Line Item Candidate Boolean field In the case of Work Order Line Item as an appointment’s parent - this field should be
true for the service appointment to be a candidate. You can select any standard or custom checkbox field from the work order line
item object, including formula fields.

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Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

4. Order candidate appointments by (picklist) Select either Priority or Distance.

a. Priority - the scheduling engine will first sort the candidates based on their priority field (as defined in the Scheduling>General
Logic settings) starting from the highest priority. Distance will be also considered when sorting, but as a secondary consideration
(meaning starting with the closest service appointment when 2 Work Orders have the same priority)
b. Distance - The scheduling engine will first sort the candidates based on their proximity to the previous Appointment (or in case
it is the first assignment of the day, their proximity to the technician home base). After a Service Appointments get scheduled,
the scheduling engine will consider its location as the point for distance calculation. Priority will be also considered when sorting,
but as a secondary consideration (meaning starting with the Work Order with higher priority, when 2 Service Appointments are
in the same proximity)

5. Max appointments to schedule (number) When building the pool of candidates service appointments, the scheduling engine will
stop looking for more candidates after finding this number of appointments (or after the max runtime settings, what ever is first).
Max value to set is 50 candidates.
6. Max runtime (seconds) (number) When building the pool of candidates service appointments, the scheduling engine will stop
looking for more candidates after this number of seconds (or after the max appointments to schedule settings, what ever is first).
Max value to set is 60 seconds.
Considerations for Fill-In Schedule
• Fill-in schedule will only try to schedule for the given day (first day shown on the Gantt).
• The Is Fill In Candidate fields on the service appointment, work order and work order line items default value is True. This means any
new service appointment will be considered as a fill in candidate, while service appointment records that existed prior to the upgrade
will not be considered as candidates. The admin can use Process Builder to control these fields to fit your organization fill in schedule
needs, or even create new formula fields that will evaluate in real time whether the record should be a candidate or not.
• Service Appointments without geolocation will be sorted last if sorting by distance.
• Candidate Service Appointments are only ones that are unscheduled or scheduled for the future (day after and onward).
• When a Service Appointments was scheduled by Fill-in Schedule operation, the ‘value for the Schedule Mode’ field on the Service
appointments will be ‘Automatic’.

Group Nearby Appointments

Group nearby appointments that are close to a given appointment.
EDITIONS
Group nearby appointments unschedules the appointments that are scheduled later that day and,
after building a pool of near by service appointments, it schedules appointments close to the source Available in: Salesforce
appointment. Classic and Lightning
Experience
Note: Lower priority work may be unassigned to make room for the nearby appointments.
Available in: Enterprise,
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Group Nearby Appointments) Performance, Unlimited,
1. Service Appointment candidate Boolean field Select a checkbox field that indicates if a service and Developer Editions
appointment is a candidate for group nearby appointment. You can select any standard or
custom checkbox field from the service appointment object, including formula fields.
2. Work Order Candidate Boolean field In the case of Work Order as an appointment’s parent - this field should be true for the service
appointment to be a candidate. You can select any standard or custom checkbox field from the work order object, including formula
fields.
3. Work Order Line Item Candidate Boolean field In the case of Work Order Line Item as an appointment’s parent - this field should be
true for the service appointment to be a candidate. You can select any standard or custom checkbox field from the work order object,
including formula fields.

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Field Service Lightning Managed Package Schedule Optimization with the Field Service Lightning
Managed Package

4. Max appointments to schedule (number) When building the pool of candidates service appointments, the scheduling engine will
stop looking for more candidates after finding this number of appointments (or after the max runtime settings, what ever is first).
Max value to set is 50 candidates.
5. Max runtime (seconds) (number) When building the pool of candidates service appointments, the scheduling engine will stop
looking for more candidates after this number of seconds (or after the max appointments to schedule settings, what ever is first).
Max value to set is 60 seconds.
6. When attempting to schedule the unscheduled service after the nearby services (picklist) The first thing the Group Nearby appointment
operation is doing, is unscheduling the services that were planned for the resource for the remainder of the day, to make room for
appointments in proximity to the appointment that triggered the operation. The operation continues with building a pool of
surrounding appointments and scheduling these to the resource. The last step is to try and schedule the appointments that were
unscheduled in the first step of the operation. When attempting to schedule the unscheduled service after the nearby services
(picklist) the scheduling engine will.. There are 2 options on the picker:
a. Schedule to original resource only - when selected, only the original assignee will be considered as a candidate when the
scheduling engine will try to reschedule the appointments
b. Schedule to all resources - When selected, the scheduling engine will consider other resources as well

7. When unable to arrange schedule (picklist) There are 3 options in the picker:
a. Leave on Gantt and set in-jeopardy - If the scheduling engine couldn’t reschedule without breaking work rules, the appointment
will be left in it’s original time, and an in-jeopardy flag will be raised.
b. Unschedule the appointment(s) - If the scheduling engine couldn’t reschedule without breaking work rules, the appointment
will be unscheduled. I.e removed from the Gantt.
c. Reshuffle other assignments - if the scheduling engine couldn’t reschedule without breaking work rules, the scheduling engine
will then try to reshuffle the appointment (Reshuffle means moving around (or even unscheduling) lower priority appointments
to make room for a higher priority appointment to be scheduled. More information on Reshuffle process in section ‘Appointments
Reshuffle’)

8. Radius for nearby appointments (number) The radius around the originating service appointments where other appointments are
considered to be candidates for the Group Nearby Appointments operation. The distance unit can either be Km or Mile, depending
on the ‘default driving speed unit’ defined under the Routing settings (Field Service Settings tab>Scheduling>Routing)
Considerations for Group Nearby Appointments
• Group Nearby Appointments will only try to schedule for the given day (first day shown on the Gantt).
• The Is Fill In Candidate fields on the service appointment, work order and work order line items default value is True. This means any
new service appointment will be considered as a fill in candidate, while service appointment records that existed prior to the upgrade
will not be considered as candidates. The admin can use Process Builder to control these fields to fit your organization fill in schedule
needs, or even create new formula fields that will evaluate in real time whether the record should be a candidate or not.
• Only unscheduled Service Appointments can be candidates for Group Nearby Appointments.
• When a Service Appointments was scheduled by Group Nearby Appointments operation, the ‘value for the Schedule Mode’ field
on the Service appointments will be ‘Automatic’.

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Field Service Lightning Managed Package Dispatch Policies in the Field Service Lightning Managed
Package

Reshuffle Appointments to Schedule High Priority Work Over Lower Priority Jobs
When your schedule has no room for that high priority job, Appointments Reshuffle moves lower
EDITIONS
priority jobs to a later date or unschedules them. This frees up your technician for the more important
job. Available in: Salesforce
Settings: (Field Service Settings tab>Scheduling>Dynamic Gantt>Reshuffle Assignments) Classic and Lightning
Experience
1. Max time horizon (days) in which the appointment can be scheduled The Reshuffle process
will try to schedule the appointment in a date range which is the Earliest Start PErmitted (or Available in: Enterprise,
the current time if it is later) up until X more days (where x is the value configured here). 7 is Performance, Unlimited,
the maximum value. and Developer Editions

Dispatch Policies in the Field Service Lightning Managed Package

Manage how field service technicians receive jobs, either one at a time, hourly, daily, weekly, or
EDITIONS
monthly.
You can determine how far out appointments can or must be made. You can enable drip feed, Available in: Salesforce
which dispatches service appointments to technicians as they finish current appointments. Classic and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Sharing for the Field Service Lightning Managed Package

You can limit access to field service objects so that your service team members only see information
EDITIONS
relevant to them. Field Service Lightning includes out-of-the-box sharing tools to give team members
access to the right information. For these tools to function, you need to change objects’ default Available in: Salesforce
Public Read/Write sharing settings. Classic and Lightning
1. Select Setup > Security Controls > Sharing Settings. Experience

2. Change the sharing settings for the for the Work Order, Service Appointment, Service Territory. Available in: Enterprise,
and Service Resource objects to Private. Performance, Unlimited,
and Developer Editions
3. Click Save.
You can also give dispatchers access to the objects they need by sharing information across territories
and syncing calendars to include absences and other events.
To change sharing rules for the Appointment object, you must change the service appointment lifecycle. When a service is created and
assigned, the service is visible only to the record’s creator and relevant dispatchers based on user-location sharing. When you change a
dispatching service’s status to Dispatched, the record is shared with the user of the assigned resource.

Note: When a service is canceled, all sharing rules are removed, and the service is visible only to the service owner and the relevant
dispatchers based on the User-Location object.

19
Field Service Lightning Managed Package Field Service Lightning Dispatcher Console

Field Service Lightning Dispatcher Console

The Field Service Lightning Managed Package includes the Dispatcher Console, which is the main
EDITIONS
working space for dispatchers.
From the Field Service tab, the Dispatcher Console contains the appointments list, the resources Available in: Salesforce
Gantt chart, the map, and other features. Classic and Lightning
Experience

Search in the Dispatcher Console Available in: Enterprise,

Field Service Lightning offers search options for both the Service list and the Resource list. Performance, Unlimited,
and Developer Editions
Dispatcher Console Service Appointment List
The Service Appointment list is located on the left side of the dispatcher console and contains
a list of relevant appointments. Users can filter, sort, and search within the list. You can also perform actions on selected services in
the list.
Dispatcher Console Gantt
The Gantt is located on the right side of the Dispatcher Console and contains the resource list, the schedule view, and additional
features.
Dispatcher Console Map
The map displays the location of appointments from the service appointments List, the resource’s home base, and the resource’s
last known position.
Scheduling Policy Picker
A scheduling policy is a set of rules and objectives that are used in a scheduling operation. The scheduling policy you select will be
used in every scheduling action.
Managing Service Resources
Resources represent technicians that are assigned to complete a service appointment.

Search in the Dispatcher Console

Field Service Lightning offers search options for both the Service list and the Resource list.
EDITIONS

Search the Dispatcher Console Service Appointment List Available in: Salesforce
You can search for appointments from the service appointment list. Classic and Lightning
Experience
Search the Dispatcher Console Resource List
You can search for a resource from the service resource list. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

20
Field Service Lightning Managed Package Dispatcher Console Service Appointment List

Search the Dispatcher Console Service Appointment List

You can search for appointments from the service appointment list.
EDITIONS
To search for an appointment in the service appointment list, enter at least two characters in the
list search box. Available in: Salesforce
Classic and Lightning
The search process takes into account the following service appointment fields:
Experience
• Service Appointment Number
Available in: Enterprise,
• Gantt Label
Performance, Unlimited,
• Account Name and Developer Editions
• Assigned Resource Name
• Service Appointment ID
• Service Appointment ID
• Service Territory Name
• SA Status
• Fields in the Service Appointments List Columns field set that are of the following types: text, text area, lookup name, and picklist
You can search using more than one keyword by separating each keyword with a comma (AND logic condition is applied on all search
items).
After you enter two characters in the search box, the service list is filtered to list only service appointments that have at least one matched
property with the entered value.

Search the Dispatcher Console Resource List

You can search for a resource from the service resource list.
EDITIONS
To search for a resource on the service resource list, type at least one character into the search box.
Available in: Salesforce
The search process filters based on the resource name.
Classic and Lightning
You can also use the Gantt Filter to filter resources by additional options, including their skill set or Experience
by any checkbox or picklist field included in the filter field set.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

Dispatcher Console Service Appointment List

The Service Appointment list is located on the left side of the dispatcher console and contains a list
EDITIONS
of relevant appointments. Users can filter, sort, and search within the list. You can also perform
actions on selected services in the list. Available in: Salesforce
To change the order of the bulk action buttons in the service list, navigate to Dispatcher Settings Classic and Lightning
and select Bulk actions order. Then, drag and drop the actions to fit your preference. Experience

You can use field sets to control: Available in: Enterprise,

• Which fields appear in the service list Performance, Unlimited,
and Developer Editions
• Which fields appear when viewing a single service within the service list
You can also drag fields in the list to adjust their width and reveal additional fields.

21
Field Service Lightning Managed Package Dispatcher Console Service Appointment List

Dispatcher Console Scheduling Horizon

The Scheduling Horizon takes into account the selected date properties, and shows the relevant appointments up to and including
the horizon date.
Dispatcher Console Service Appointment List Filters
Use filters to narrow the list of appointments displayed in the service appointment list.
Dispatcher Console Service List Search
Use keywords to filter service appointments.
Dispatcher Console Service List Customization
You can customize service lists.
Dispatcher Console Appointment List Bulk Actions
You can perform mass actions on an appointment list.

Dispatcher Console Scheduling Horizon

The Scheduling Horizon takes into account the selected date properties, and shows the relevant
EDITIONS
appointments up to and including the horizon date.
For example: Available in: Salesforce
Classic and Lightning
• Number of services to show: 500 (amount configurable)
Experience
• Selected date property: Due Date
Available in: Enterprise,
• Scheduling horizon: 05/30/2015
Performance, Unlimited,
If you select Match Gantt Dates, this changes the scheduling horizon to match the dates the Gantt and Developer Editions
shows.

Dispatcher Console Service Appointment List Filters

Use filters to narrow the list of appointments displayed in the service appointment list.
EDITIONS
Some predefined filters are available:
Available in: Salesforce
• All Services
Classic and Lightning
• Todo Experience
• Recently used
Available in: Enterprise,
• Flagged Performance, Unlimited,
• Selected and Developer Editions
• Unscheduled
• In Jeopardy
• Rules violating
• Gantt
• Canceled
• Contractors
Most filters are self-explanatory (All, Scheduled, Unscheduled, etc.).
The Todo filter shows services that are waiting for the dispatcher’s next action. For example: unscheduled services, services with a rule
violation, services in jeopardy, etc.

22
Field Service Lightning Managed Package Dispatcher Console Service Appointment List

The Gantt filter shows the same services seen on the Gantt.
You can also create Custom filters:

Dispatcher Console Service List Search

Use keywords to filter service appointments.
EDITIONS
Use the Appointment List Search to filter appointments displayed on the list by keywords. You can
search for many keywords by separating each word with a comma (applying the AND logic Available in: Salesforce
condition). Classic and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Dispatcher Console Service List Customization

You can customize service lists.
EDITIONS
There are two components you can customize for the service list:
Available in: Salesforce
• Appointment list columns: Use the appointment list columns Field Set to configure which
Classic and Lightning
fields you want to appear at the service appointment list header. You can select up to 6 fields.
Experience
• Appointment mini view: When you click an appointment in the list, the row extends to expose
the mini view. Use the Appointment Expanded Field Set to configure up to 12 fields you want Available in: Enterprise,
to appear in the mini view. Performance, Unlimited,
and Developer Editions
The appointment list and mini view are responsive, so expanding and reducing the width of the
sidebar component will expose or hide fields to match the screen real estate available.

Dispatcher Console Appointment List Bulk Actions

You can perform mass actions on an appointment list.
EDITIONS
You can perform different mass actions on appointments in the list by opening the Actions menu
and choosing an action. Available actions are: Available in: Salesforce
Classic and Lightning
• Schedule: Execute an automatic scheduling process for the selected appointments.
Experience
• Change Status: Change the status for the selected appointments.
Available in: Enterprise,
• Flag / Unflag: Add or remove a flag for the selected appointments. You can use the flag for
Performance, Unlimited,
filtering later.
and Developer Editions
• Unschedule: Unschedule the selected appointments, or define the relevant time range and
service territories of the appointments that should be unscheduled.
• Optimize: Turn on scheduling optimization.
The list of actions is customizable; you can remove some actions and edit the order based on your preference. Check out the Field Service
Setting tab in the Field Service Admin app for more details.

23
Field Service Lightning Managed Package Dispatcher Console Gantt

Dispatcher Console Gantt

The Gantt is located on the right side of the Dispatcher Console and contains the resource list, the
EDITIONS
schedule view, and additional features.
• The resource list displays all active resources whose locations are selected in territory Filtering. Available in: Salesforce
• The Resource Filter lets you control which resources appear in the Gantt. Classic and Lightning
Experience
You can customize which fields are available in the filter by editing the Resource Gantt Filter
field set. Only picklists and checkbox fields can be added. Select Show working resources Available in: Enterprise,
only in the filter box to show only resources who are scheduled to perform services in the Performance, Unlimited,
calendar interval shown on the Gantt. and Developer Editions

• The Gantt Filter lets you filter resources by skill, properties, and the hours/days displayed on the
Gantt.
• The notifications area shows you details about scheduling actions that you took such as Schedule, Unschedule, etc.
• The Lock Gantt button lets you switch between a read-only and read/write view of the Gantt.
• The KPI Monitor gives you your schedule highlights, including the total work load, average travel time, number of completed services,
number of rules violating services, and number of services which are In Jeopardy.
• The Date view and Resolution controls the date range that is displayed on the Gantt, and offers several options:
– Jump to a specific date
– Scroll one day to the left/right
– Jump to Today
– Gantt resolution: The number of days to display on the Gantt

• The Territory's time zone displays each territory's current date and time.

Dispatcher Console Option Button

The Options button lets you customize the Gantt data and gives you access to viewing and other dispatcher console settings.
Dispatcher Console Territory Filtering
You can filter appointments by service territories.
Dispatcher Console Gantt Chart Settings
Customize your Gantt chart to display details you want to see.

Dispatcher Console Option Button

The Options button lets you customize the Gantt data and gives you access to viewing and other
EDITIONS
dispatcher console settings.
The Options button is located above the service appointment List and includes several settings: Available in: Salesforce
Classic and Lightning
• Territory filtering: Filter the locations seen on the Gantt.
Experience
• Gantt Settings: Configure the Gantt data set, behavior, and layout.
Available in: Enterprise,
• Open full screen: Open the Dispatcher Console in full screen with four available tabs: Accounts,
Performance, Unlimited,
Services, Resources, and Absences.
and Developer Editions

24
Field Service Lightning Managed Package Dispatcher Console Gantt

Dispatcher Console Territory Filtering

You can filter appointments by service territories.
EDITIONS
You can filter the locations displayed on the Gantt by clicking the Settings icon and then Service
Territory filtering. Available in: Salesforce
Classic and Lightning
The selected service territories will be loaded with the relevant resources and service appointments.
Experience
Note: Service territories that don’t have resources assigned as territory members are shown
Available in: Enterprise,
on the appointment list but not on the Gantt chart.
Performance, Unlimited,
• You can choose whether to Show Service Appointments that aren’t associated with and Developer Editions
a territory. You will be able to schedule them to any of the loaded Service Territories.
• Search Territories: Use the search bar to filter out Service Territories.
• All / None: Use these buttons to quickly select all Service Territories or remove all
selections.

Dispatcher Console Gantt Chart Settings

Customize your Gantt chart to display details you want to see.
EDITIONS
To configure your Gantt chart settings, clicking the Settings icon, and then click Dispatch console
settings. Available in: Salesforce
Classic and Lightning
• Filter candidates after get slots action: Show only resources that come up as candidates
Experience
when using the Get Candidates service list or Gantt action.
– When enabled, only the available resources for scheduling will be seen on the Gantt. Available in: Enterprise,
Performance, Unlimited,
– When disabled, all the resources will be seen on the Gantt without any filtering. and Developer Editions
• Scheduling horizon limit: Set the number of days to show before the selected scheduling
horizon.
• Services per page: Set the maximum number of services per page in the Service list. The available options are 50, 75, 100, 125, and
150.
• Resource row height: Set the height of the resources row in the Gantt. The available options are XSmall, Small, Medium, and Large.

The Gantt Filter

Filter resources by skills and other features, and set hours and days to display on the Gantt chart.
KPI Monitor
The KPI (Key Performance Indicator) monitor provides important insight on your services.

25
Field Service Lightning Managed Package Dispatcher Console Gantt

The Gantt Filter

Filter resources by skills and other features, and set hours and days to display on the Gantt chart.
EDITIONS
The Gantt Filter in the top left lets you filter resources by their skills and other features. You can also
set the available hours and days to display on the Gantt chart. Available in: Salesforce
Classic and Lightning
• The Hours filter lets you select a range of hours that you would like to see across all dates
Experience
resolution (daily, 2 days, 3 days and weekly). It also lets you select whether to display weekends
on the Gantt. Available in: Enterprise,
• The Resources filter lets you specify which resources are shown. Selecting a field activates the Performance, Unlimited,
filter. You can customize which fields are available in the filter by editing the Resource Gantt and Developer Editions
Filter field set. Only picklists and checkbox fields can be added. In addition, you can select Show
working resources only in the filter box to show only resources who are scheduled to perform
services in the calendar interval shown on the Gantt.
• The Skills filter ensures that only resources with the selected skills are visible on the Gantt.
• The Monthly filter lets you select how a resource’s monthly capacity is calculated. Deselect any fields that you don’t want to be
included in the calculation.
By default the Gantt is being sorted by the resource name, ascending. You can add any field to the “Resource Gantt Filter” Field set on
the Service Resources object, and it shows as an option on the Gant Filter settings under the Resources tab.
1. To add a new field to the selection, go to Field Service > Service Resource > Field Sets.
2. Edit the Field Set layout Fields.
3. Change to sort by the desired field.

Note: Lookup fields are not supported. All other field type are supported.

KPI Monitor
The KPI (Key Performance Indicator) monitor provides important insight on your services.
EDITIONS
The KPI Monitor can be found on the top right side of the Gantt.
Available in: Salesforce
The available indicators are:
Classic and Lightning
• Total scheduled time (workload) of all loaded service territories. Experience
• Average travel time per service of all service shown on the Gantt.
Available in: Enterprise,
• Number of completed services out of all services shown on the Gantt. Performance, Unlimited,
• Total number of rules violating services. and Developer Editions
• Total number of services in jeopardy.

26
Field Service Lightning Managed Package Dispatcher Console Map

Dispatcher Console Map

The map displays the location of appointments from the service appointments List, the resource’s
EDITIONS
home base, and the resource’s last known position.
You can also add any location-based object to the map. Available in: Salesforce
Classic and Lightning
• Schedule services: Click the service icon and click Schedule to auto-assign the service to an
Experience
available resource.
• Display Google traffic data: Select the Traffic checkbox at the base of the map. Available in: Enterprise,
Performance, Unlimited,
• View a resource’s daily route at street level: Open the Resource section in the Gantt and
and Developer Editions
click the right-hand tab.
• View all location-based standard or custom objects as separate map layers: Set up a
tabular report for any object with latitude and longitude values. Click Map Layers in the top left corner of the map to view reports
and resources.
– In the Reports tab, you can select layers to add to the map. Only reports in the Field Service Reports folder appear in the Reports
tab. The markers’ icons on the map are visible according to the first column in the report. Up to 10 additional columns are visible
inside the marker’s info window.
– The map shows all resources by default. Type a name in the Resources tab and click Show on map to view a single resource’s
markers.

Dispatcher Console Map Views

The Map view shows you all resources’ home bases, assigned service appointments, and last known positions. You can view one or
more items by selecting the checkboxes below the map.
View Resource Availability by Month
The monthly view in the dispatcher console lets you review and plan out your monthly capacity. Gain insight into your workforce’s
work time, travel, and absences.

Dispatcher Console Map Views

The Map view shows you all resources’ home bases, assigned service appointments, and last known
EDITIONS
positions. You can view one or more items by selecting the checkboxes below the map.
Select a resource name in the drop-down list to filter the Map to display only: Available in: Salesforce
Classic and Lightning
• Service Appointment: All assigned appointments to the selected resource and which appear
Experience
in the Service list.
• Home base: Resources’ home base, according to the home base coordinates specified in the Available in: Enterprise,
resource details. Performance, Unlimited,
and Developer Editions
• Live positions: When resources update service appointment status from their mobile device,
their coordinates are automatically recorded. Live Position shows the latest coordinates saved
in the system.

27
Field Service Lightning Managed Package Scheduling Policy Picker

View Resource Availability by Month

The monthly view in the dispatcher console lets you review and plan out your monthly capacity.
EDITIONS
Gain insight into your workforce’s work time, travel, and absences.
To see the monthly view, use the drop-down view selector in the Gantt. Available in: Salesforce
Classic and Lightning
The Gantt filter lets you select how a resource’s monthly capacity is calculated. Deselect any fields
Experience
that you don’t want to be included in the calculation.
You can also customize the capacity-based color coding in the Field Service Settings > Scheduling Available in: Enterprise,
> Dispatcher Console UI > Monthly View Settings. Enter the number of hours that indicate High Performance, Unlimited,
and Developer Editions
Utilization (default: 150), Medium Utilization (default: 100), and Extensive Travel (default: 33). On
the monthly view:
• Resources whose schedules are below Medium Utilization appear in green.
• Resources whose schedules are between High and Medium Utilization appear in yellow.
• Resources whose schedules are above High Utilization appear in red.
• Resources whose percentage of travel is larger than the value you specify are considered Extensive Travel candidates, and appear
with an automobile icon.
On the monthly resource view, you can:
• Click an event name to view its details.
• Flag services.
• Click the date on the vertical axis to switch to the date’s daily view.

Scheduling Policy Picker

A scheduling policy is a set of rules and objectives that are used in a scheduling operation. The
EDITIONS
scheduling policy you select will be used in every scheduling action.
From the Policy dropdown, select a scheduling policy. Available in: Salesforce
Classic and Lightning
Experience
Appointment Booking
Field Service Lightning lets you book service appointments for different Salesforce objects, Available in: Enterprise,
including Work Orders, Work Order Line Items, Accounts, Assets, and Opportunities. To book Performance, Unlimited,
an appointment, follow the steps below (for convenience, we’ll use a Work Order) and Developer Editions

Rescheduling an Appointment
You can reschedule appointments from their service appointment pages.
Set Visiting Hours
Create “visiting hours” for your customers to ensure that services are scheduled during a business’s operating hours.
Scheduling Service Appointments
There are multiple options for scheduling service appointments.
Unscheduling Service Appointments
In Field Service Lightning there are different ways to schedule service appointments.

28
Field Service Lightning Managed Package Scheduling Policy Picker

Appointment Booking
Field Service Lightning lets you book service appointments for different Salesforce objects, including
EDITIONS
Work Orders, Work Order Line Items, Accounts, Assets, and Opportunities. To book an appointment,
follow the steps below (for convenience, we’ll use a Work Order) Available in: Salesforce
To book an appointment, follow the steps below (for convenience, we’ll use a Work Order): Classic and Lightning
Experience
1. Open a work order.
2. In the Chatter feed, select Book Appointment. If this action isn’t available, you can add it to Available in: Enterprise,
the layout. Performance, Unlimited,
and Developer Editions
3. Service Appointments can be booked for parent records, like a work order. These parent records
can have many service appointments booked against to reflect different trips. The Book
Appointment action gives you the opportunity to create a new appointment or reschedule an USER PERMISSIONS
existing one.
To enable Field Service
4. Let’s create a new appointment. Select a Work Type from the drop-down list. Work Types provide Lightning managed
key inputs to the scheduling optimizer, including an estimated duration, plus skill requirements package:
for the resource. The address is automatically populated using the Work Order’s address (this • Customize Application
is configurable through the Global Actions). To assign a permission set
license:
5. Select the Service Territory from the drop-down list, again to provide this input for scheduling
• Manage Users
purposes. Click Show more options if you want to change the Early Start and Due Date default
range. To create a permission set:
• Manage Profiles and
6. Click Get Appointments to view a graded list of available slots for this service. The list considers
Permission Sets
all scheduling constraints such as the current schedule, work rules, and service objective. Slots
may be indicated with an ‘Ideal’ or ‘recommended’ icons. Clicking the information icon opens
the Appointment Insights window, which shows how each slot ranks against the Company KPIs as defined in the Scheduling policy.
7. Click Extend Dates to show a wider range of service appointment dates.
8. Select an appointment window. A service appointment will be created and automatically allocated to a resource, taking into
consideration all scheduling constraints.
9. To view the details, click View Service Appointment.

Note: Booking from objects other than work orders or work order line items creates a work order and the service appointment
is created for that work order. For instance, an agent opens the appointment booking action from the Asset page and select a
time slot. In doing this, a work order and a service appointment are created.

29
Field Service Lightning Managed Package Scheduling Policy Picker

Rescheduling an Appointment
You can reschedule appointments from their service appointment pages.
EDITIONS
Once an appointment is booked, rescheduled from its service appointment detail page.
Available in: Salesforce
1. Open a parent record, liked a Work Order, that has a booked appointment.
Classic and Lightning
2. In the Chatter feed, select the Book Appointment quick action. If this action is not available, Experience
you can add it to the layout.
Available in: Enterprise,
3. Review and adjust inputs for the Work Type, Address, and Service Territory, if desired. Performance, Unlimited,
4. Click Get Appointments to view a list of available slots. and Developer Editions
5. Select the suitable appointment window, and the service appointment is automatically
rescheduled. USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Set Visiting Hours

Create “visiting hours” for your customers to ensure that services are scheduled during a business’s
EDITIONS
operating hours.
Respect the operating hours of your business customers by creating “visiting hours” for them. For Available in: Salesforce
example, if a customer only wants technicians to visit on weekdays between noon and 4 PM, you Classic and Lightning
can use visiting hours to ensure that any services for that customer are scheduled within those Experience
hours. The service scheduling optimizer will only schedule appointments for customers within their
Available in: Enterprise,
visiting hours. Dispatchers can manually schedule appointments outside a customer’s visiting hours, Performance, Unlimited,
though they’ll be alerted that they’re doing so. and Developer Editions
To set visiting hours:
1. Confirm that your profile has access to the “Field Service - Service Visiting Hours” work rule USER PERMISSIONS
record type. If you don’t have access, click Edit next to Work Rules and add this record type to
the “Selected Record Type” list. To enable Field Service
Lightning managed
2. Navigate to the Work Rules tab, and create a work rule by selecting “Field Service - Service package:
Visiting Hours.” • Customize Application
3. Click Continue. To assign a permission set
license:
4. Add a name, such as “Service Appointment Visiting Hours,” and a description.
• Manage Users
5. Click Save.
To create a permission set:
To add your new visiting hours work rule to a scheduling policy: • Manage Profiles and
1. Navigate to the Scheduling Policies tab. Permission Sets

30
Field Service Lightning Managed Package Scheduling Policy Picker

2. Select the scheduling policy you want to use.

3. Click New Scheduling Policy Work Rule.
4. Select the work rule.
5. Click Save.

Note:
• You can attach one calendar per service.
• The calendar is effective until you remove or replace it on the service.
• Calendars use the timezone of the service they’re attached to. The service inherits its service location’s time zone. If the location
has no time zone specified, GMT is used.
• The scheduling optimizer respects visiting hours.
• You can map a lookup field from a custom object to the Service Object ‘Visiting Hours Calendar’ field to auto-populate the
Visiting Hours Calendar field.

Scheduling Service Appointments

There are multiple options for scheduling service appointments.
EDITIONS
You can schedule service appointments in several ways:
Available in: Salesforce
• Manual drag and drop
Classic and Lightning
• Click Schedule from the appointment mini view Experience
• Click Schedule from the appointment list mass actions
Available in: Enterprise,
• Use the Book Appointment quick action Performance, Unlimited,
• Use the Candidates Chatter quick action and Developer Editions
• Use the Emergency Chatter quick action

Scheduling a Service Appointment Manually

A dispatcher can manually schedule service appointments.
Scheduling an Appointment in the Mini View
You can schedule service appointments in the service list’s mini view.
Schedule Multi-Day Service Appointments
You can schedule service appointments that span multiple days.
Scheduling an Appointment from the Mass Schedule Action
Mass actions let you schedule multiple service appointments automatically.
Scheduling an Emergency Service Appointment
A real-time map view helps you schedule and manage emergency service appointments.
Changing the Service Appointment Status Manually
You can change a service appointment’s status manually.
Changing an Appointment Status from the Gantt Chart
You can use the Gantt chart to change a service appointment’s status.
Changing an Appointment Status in Chatter
You can go to the Chatter feed to change a service appointment’s status.

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Field Service Lightning Managed Package Scheduling Policy Picker

Changing an Appointment Status on Service Appointment Detail Page

You can go to a service appointment detail page to change an appointment’s status.
Automatic Appointment Status Change
The Service Appointment status can be changed automatically or manually by the dispatcher or the field resource.
Scheduling Policies
Field Service Lightning includes scheduling policies.
Checking Rule Violations
Rule violations occur when Field Service Lightning recognizes that an appointment schedule doesn’t adhere to predefined scheduling
rules. Examples of rule violations include travel time conflicts, and appointments that are not scheduled between their Earliest Start
Permitted and Due Date.

Scheduling a Service Appointment Manually

A dispatcher can manually schedule service appointments.
EDITIONS
The Dispatcher can schedule a service appointment by dragging it from the appointment list and
dropping it on a selected resource space on the Gantt chart. Available in: Salesforce
Classic and Lightning
Using this method, you can drag the service appointment to any resource. If it causes rule violations
Experience
(for example, the wrong skill set), it will be marked with a yellow triangle. Hovering over the service
appointment space shows the appointment details and the list of rule violations, as shown below: Available in: Enterprise,
Performance, Unlimited,
Note: Rule violations can only occur when a service appointment is scheduled manually. and Developer Editions
Automatic scheduling never breaks a rule.
You can configure what should be the stopping points for your appointments when dragging &
dropping. Simply change the value in the settings to the duration of your choice.
1. For Field Service Settings, click Scheduling > Dispatcher Console UI > Drag Jumps>> on Gantt.
2. Set the minute window to your preference.
Manual Scheduling Considerations
• When dropping the Appointment block on the Gantt, it will shift to the closest ‘valid stop’. For example is the Drag Jump is set to
30 minutes and the appointment was dropped at 10:20 it will move to 10:30. Continuing with the same example, If it is dropped at
10:14 it will move to 10:00.
• Gantt Chart Appointment Minimum Drag Step settings in locking the appointment block for movement under a configurable amount
of . It was meant to avoid human errors when the dispatcher moved the appointment block accidently. Customers who are using
the Drag Jump feature usually don’t need the Gantt Chart Appointment Minimum Drag Step feature, and are best to leave it configured
to 1 minute.

Scheduling an Appointment in the Mini View

You can schedule service appointments in the service list’s mini view.
EDITIONS
Click a service appointment in the service list to expand a mini service view. On the bottom of the
mini service view, you can find the Schedule action. Available in: Salesforce
Classic and Lightning
Click Schedule to let the system schedule the service appointment while taking into account the
Experience
rules and objectives in the configured scheduling policy (located above the service appointment
list). Available in: Enterprise,
You will be notified if there are no available candidates. You can manually bypass the rules and Performance, Unlimited,
and Developer Editions
objectives for further scheduling.

32
Field Service Lightning Managed Package Scheduling Policy Picker

Schedule Multi-Day Service Appointments

You can schedule service appointments that span multiple days.
EDITIONS
Rome wasn’t built in a day, and chances are that your grander projects also require more than a
day’s work. Happily, you can now schedule service appointments that span multiple days. Available in: Salesforce
Classic and Lightning
To use multi-day scheduling:
Experience
1. Navigate to Field Service Settings > Scheduling, then click Logic. Next to the Multi-day service
field, select Is Multiday. Available in: Enterprise,
Performance, Unlimited,
2. Add the Multi-Day checkbox to Service Appointment page layouts. and Developer Editions
3. If a service appointment spans multiple days, select this checkbox on the service appointment.

Note: On multi-day service appointments, start and end times must be in valid time slots USER PERMISSIONS
of the assigned resource’s calendar.
To enable Field Service
The resource can’t be assigned to any other appointment during the multi-day service appointment. Lightning managed
package:
You can either schedule multi-day appointments manually or with optimization. Other scheduling
• Customize Application
actions are not supported.
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Scheduling an Appointment from the Mass Schedule Action

Mass actions let you schedule multiple service appointments automatically.
EDITIONS
By using the Schedule option from the Service Appointment List Mass Actions menu, you can
automatically schedule multiple service appointments in order based on their priority. Available in: Salesforce
Classic and Lightning
To schedule service appointment(s):
Experience
1. In the Service Appointment list, select the appointment(s) you would like to schedule.
Available in: Enterprise,
2. On the service list mass schedule menu, click Schedule. Performance, Unlimited,
The progress bar appears at the bottom right corner. and Developer Editions

3. When the scheduling process is completed, you can either close the message box or view the
detailed schedule results by clicking View Service Appointments. USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

33
Field Service Lightning Managed Package Scheduling Policy Picker

Scheduling an Emergency Service Appointment

A real-time map view helps you schedule and manage emergency service appointments.
EDITIONS
Swiftly schedule, dispatch, and track emergency appointments in just a few clicks with the help of
a real-time map view. Clicking the Emergency Chatter action on a service reveals a map view of Available in: Salesforce
your closest field resources so you can dispatch work immediately. Classic and Lightning
Experience
Emergency Chatter action
The Emergency Dispatch Settings include several ways to customize your approach to emergency Available in: Enterprise,
services. Performance, Unlimited,
and Developer Editions
Setting Name Description
Emergency Scheduling Policy The default policy that will be used to find
resources to assign to an emergency service.
We recommend using an Easy policy with softer
rules to ensure that more candidates are
returned.

Last Known Location Validity The number of minutes after which a data
breadcrumb--such as resource location or
geolocation--is no longer valid. For example, if
the breadcrumb validity is 20 minutes and the
location of resource X was last updated 30
minutes prior, the emergency dispatcher then
calculates the resource’s ETA based on the
location of the last appointment they
completed, or if they did not complete any
appointments that day, their home base, which
is either their Service Territory Member address,
or if not applicable their Service Resource
address.

Idea/Good Availability Grade The grading of candidates (color-coded). In the

breadcrumbs example:
• Resources who can reach the service in less
than 30 minutes are ideal candidates.
• Resource who can reach the service
between 30 and 60 minutes are good
candidates.
• Resources who can reach the service after
60 minutes are bad candidates.

Emergency Search Timeframe The amount of time you have to resolve the
emergency, not counting the service duration.
The Earliest Start Permitted on the
appointment is set to the current time, and the
Due Date = current time + appointment
duration + Emergency Search Timeframe.

34
Field Service Lightning Managed Package Scheduling Policy Picker

Setting Name Description

For example, if an appointment will require one hour of work and
you set the Emergency Search Timeframe to 360 minutes (6 hours),
the emergency dispatcher shows you only resources who can
travel to and complete the task in the next 7 hours.

Click a resource on the map to see:

• Their route to the emergency service and ETA.
• The data (breadcrumb) that their location is based on.
• A Dispatch button. Click Dispatch to assign the appointment to them and send them a customizable Chatter notification.
Resource locations are calculated based on their latest breadcrumbs. If they don’t have valid breadcrumbs, their location is the location
of the last appointment they completed, or if they did not complete any service appointments that day, their home base, which is either
their Service Territory Member address, or if not applicable their Service Resource address.
The emergency dispatcher tool comes with a range of helpful features:
• If your current scheduling policy isn’t returning any candidates, change the policy directly on the map to trigger another search (for
instance, from Medium to Easy).
• If you want a candidate to complete their current service before heading to the emergency service, change the dispatcher setting
from “as soon as possible” to “after current service” at the top of the map. Changing this setting updates the candidates’ ETA.
• Click Candidates to view a list of all candidates in order of ETA. Hover over a resource name in the list to see options to dispatch them
or view them on the map.
• Quickly spot emergency services in the Gantt by looking for the lightning icon:
• Click to display the traffic layer, if available.
• Click to zoom in on the emergency service location.

Changing the Service Appointment Status Manually

You can change a service appointment’s status manually.
EDITIONS
The Service Appointment status can be changed either automatically (that is, status becomes ‘None’
by the unscheduled Gantt action, status becomes Dispatched by the Auto dispatch background Available in: Salesforce
job etc.) or manually by the dispatcher or the field resource. This section explains manual status Classic and Lightning
changes done by a dispatcher. Automatic status changes are described under Automatic Service Experience
Status Change.
Available in: Enterprise,
You can manually change the Service Appointment status from several places: Performance, Unlimited,
and Developer Editions
• Service Appointment on the Gantt Chart – Right click, and change the status
• Change status Chatter quick action
• Service Appointment detail page or lightbox

35
Field Service Lightning Managed Package Scheduling Policy Picker

Changing an Appointment Status from the Gantt Chart

You can use the Gantt chart to change a service appointment’s status.
EDITIONS
1. On the Gantt, select the appointment(s) whose status you want to change. You can select more
than one service by holding CTRL / CMD while clicking on service appointments. Available in: Salesforce
Classic and Lightning
2. Right-click on the selection to display the Gantt actions.
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Changing an Appointment Status in Chatter

You can go to the Chatter feed to change a service appointment’s status.
EDITIONS
1. Open a service appointment record whose status you want to change, either in a Salesforce
record detail view or in a Gantt lightbox. Available in: Salesforce
Classic and Lightning
2. In the Chatter feed, select the ‘Change Status’ Chatter quick action.
Experience
3. Select the desired status. Only status values that obey the status flow configuration are shown.
A notification appears that the status was updated successfully. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

36
Field Service Lightning Managed Package Scheduling Policy Picker

Changing an Appointment Status on Service Appointment Detail Page

You can go to a service appointment detail page to change an appointment’s status.
EDITIONS
1. Open the service appointment record whose status you want to change, either in a Salesforce
record detail view or in a Gantt lightbox. Available in: Salesforce
Classic and Lightning
2. Double-click the Status field to select a new value.
Experience
Note: The dropdown list will show all statuses in the system, but the status change will
Available in: Enterprise,
work only according to the configured Service Appointment Lifecycle status transitions.
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Automatic Appointment Status Change

The Service Appointment status can be changed automatically or manually by the dispatcher or
EDITIONS
the field resource.
Automatic status changes are triggered by the following: Available in: Salesforce
Classic and Lightning
• Automatic Status change - Auto dispatch background job: This job enables automatic
Experience
dispatching of assigned appointments. It changes the status of the chosen appointments
(according to the job configuration) from Scheduled to Dispatched. Available in: Enterprise,
• Automatic Status change – System trigger: Performance, Unlimited,
and Developer Editions
Unschedule the Service Appointment when its status is changed to Canceled or New:
When a service is Canceled or its status is changed to None, the service will be automatically
unscheduled and removed from the Gantt.

The above trigger can be activated or deactivated, according to the business needs.

37
Field Service Lightning Managed Package Scheduling Policy Picker

Scheduling Policies
Field Service Lightning includes scheduling policies.
EDITIONS
A scheduling policy is a set of rules and objectives that are used in a scheduling operation. Typically,
the scheduling policy is used when requesting an appointment and on various Gantt operations Available in: Salesforce
such as Schedule, Candidates etc. Classic and Lightning
Experience
The following scheduling policies are included in Field Service Lightning:
• Customer First: This policy balances objectives such as great customer service with travel Available in: Enterprise,
minimization. Appointments are graded first by the customer’s selection of a preferred employee Performance, Unlimited,
and Developer Editions
and by the ability to provide the service as soon as possible. Travel minimization is considered
as a second priority.
• High Intensity: This policy is typically used in times of high service volumes, in emergencies like a storm scenario, where the business
focuses on employee productivity first and customer preferences are considered as a second priority.
• Soft Boundaries: This policy is identical to the Customer First policy, but allows the sharing of employees between different territories
in order to enhance service coverage.
• Emergency: This is the default policy for the Emergency Dispatch quick action, which lets you quickly dispatch a resource to the
emergency site with as few constraints as possible.
You can create additional scheduling policies to reflect your business needs. The dispatcher can select different scheduling policies while
using the Gantt scheduling operations. The list of scheduling policies is located above the appointments list on the Dispatcher Console.

Checking Rule Violations

Rule violations occur when Field Service Lightning recognizes that an appointment schedule doesn’t
EDITIONS
adhere to predefined scheduling rules. Examples of rule violations include travel time conflicts, and
appointments that are not scheduled between their Earliest Start Permitted and Due Date. Available in: Salesforce
Rule violations will not occur when using the Automatic Scheduling (such as Schedule action or Classic and Lightning
Candidates action). The system will automatically choose schedules that do not violate any rules. Experience

The Rule Violation list is displayed on your screen, listing the rules that have been violated. Available in: Enterprise,
If rule violations are incurred, a service appointment is marked with a yellow triangle. Hovering over Performance, Unlimited,
and Developer Editions
the service appointment space shows the details and the list of the rules that have been violated,
as shown below:
The set of rules taken into consideration on the Dispatcher Console is taken from the configured scheduling policy (located above the
service list):

Unscheduling Service Appointments

In Field Service Lightning there are different ways to schedule service appointments.
EDITIONS
You can unschedule service appointments from several places:
Available in: Salesforce
• Dispatcher Console – Service Appointment list mass Actions menu
Classic and Lightning
• Service Appointment on the Gantt – Right click, then select Unschedule Experience
• Changing service appointment status to None
Available in: Enterprise,
Performance, Unlimited,
Unscheduling an Appointment with Mass Actions and Developer Editions
By using the unschedule option from the Service Appointment List Mass Actions menu, you
can unschedule one or more service appointments at the same time.

38
Field Service Lightning Managed Package Scheduling Policy Picker

Unscheduling an Appointment from the Gantt Chart

While you’re viewing a Gantt chart, you can unschedule service appointments.
Unscheduling an Appointment by Changing the Status to None
Changing a service appointment status to None automatically unschedules it and removes it from the Gantt. You can change the
status to None by simply editing the status field.

Unscheduling an Appointment with Mass Actions

By using the unschedule option from the Service Appointment List Mass Actions menu, you can
EDITIONS
unschedule one or more service appointments at the same time.
To unschedule an appointment with mass actions: Available in: Salesforce
Classic and Lightning
1. In the Service Appointment list, select the appointments(s) you want to unschedule.
Experience
2. On the list mass schedule menu, click Unschedule. The progress bar will appear on the bottom
right. Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

39
Field Service Lightning Managed Package Managing Service Resources

Unscheduling an Appointment from the Gantt Chart

While you’re viewing a Gantt chart, you can unschedule service appointments.
EDITIONS
1. On the Gantt chart, select the service appointment(s) you want to unschedule. You can select
more than one appointment by holding CTRL / CMD while clicking appointments. Available in: Salesforce
Classic and Lightning
2. Right-click on the selection to display the Gantt actions.
Experience
3. Click Unschedule.
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable Field Service

Lightning managed
package:
• Customize Application
To assign a permission set
license:
• Manage Users
To create a permission set:
• Manage Profiles and
Permission Sets

Unscheduling an Appointment by Changing the Status to None

Changing a service appointment status to None automatically unschedules it and removes it from
EDITIONS
the Gantt. You can change the status to None by simply editing the status field.
Available in: Salesforce
Classic and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Managing Service Resources

Resources represent technicians that are assigned to complete a service appointment.
EDITIONS
[Add conrefs]
Available in: Salesforce
Classic and Lightning
Creating and Deleting Service Resources
Experience
You can create and delete resources in Field Service Lightning.
Available in: Enterprise,
Viewing a Service Resource’s Calendar
Performance, Unlimited,
Resource detail pages include a customizable calendar that shows the resource’s scheduled and Developer Editions
services and absences. This makes it easier for dispatchers to get a snapshot of a resource’s
availability, and helps resources keep track of their schedule.

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Field Service Lightning Managed Package Managing Service Resources

Assign a Resource Skill for a Given Time Period

Often, technicians earn certifications that must be renewed periodically to ensure that their skills remain up-to-date. You can specify
a time period for a resource’s skill to make it easier to track active certifications and skill levels.

Creating and Deleting Service Resources

You can create and delete resources in Field Service Lightning.
EDITIONS
• To create a resource, go to the Service Resources tab and click New. Update the necessary
details and save your changes. Available in: Salesforce
• To delete a resource, open the resource and click Delete. Classic and Lightning
Experience

Available in: Enterprise,

Performance, Unlimited,
and Developer Editions

Viewing a Service Resource’s Calendar

Resource detail pages include a customizable calendar that shows the resource’s scheduled services
EDITIONS
and absences. This makes it easier for dispatchers to get a snapshot of a resource’s availability, and
helps resources keep track of their schedule. Available in: Salesforce
Follow these steps to control which information appears in the calendar: Classic and Lightning
Experience
1. Manage which fields appear in calendar entries for Service Appointments:
a. From Setup, enter Appointment in the Quick Find box, then click Field Sets under Service Available in: Enterprise,
Appointments. Performance, Unlimited,
and Developer Editions
b. You can customize two field sets:
• Service Appointment Resource Calendar Display: Controls what information appears on USER PERMISSIONS
the calendar entry.
• Services Appointment Resource Calendar Tooltip: Controls what information appears in To enable Field Service
a tooltip when you hover over the calendar entry. Lightning managed
package:
• Customize Application
2. Manage which fields appear in calendar entries for Resource Absences:
To assign a permission set
a. From Setup, enter Absence in the Quick Find box, then click Field Sets under Resource license:
Absence. • Manage Users
b. You can customize two field sets: To create a permission set:
• Resource absence Resource Calendar: Controls what information appears on the calendar • Manage Profiles and
entry. Permission Sets

• Absence Resource Calendar Tooltip: Controls what information appears in a tool tip when
you hover over the calendar entry.

3. Use the Absence Color field to change the Resource Absence color displayed on the Gantt chart.
Sometimes you want to represent different absences with different colors. For instance you might want to color a car break with
Red and internal meeting with green. You can populate the gantt color field on the resource absence object with a 6 digit Hex code
(in the format of #xxxxxx) and the absence block on the Gantt chart is colored in accordance.

Tip: Use the Process Builder to automate coloring of resource absence.

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Field Service Lightning Managed Package Managing Service Resources

When you navigate to the Service Resources tab and click a resource name, you can now see their calendar. Clicking a field on a calendar
entry opens the corresponding record in a new tab.

Note: If you don’t see the calendar on resource pages, add the VF079_ResourceCalendar Visualforce component to the resource
page layout.

Assign a Resource Skill for a Given Time Period

Often, technicians earn certifications that must be renewed periodically to ensure that their skills
EDITIONS
remain up-to-date. You can specify a time period for a resource’s skill to make it easier to track active
certifications and skill levels. Available in: Salesforce
For example, suppose a networking technician passed the networking certification exam, which Classic and Lightning
grants him Level 2 router repair skills for one year. To reflect this time period on the resource record: Experience

1. Navigate to the resource record. Available in: Enterprise,

2. Select the skill that the resource has gained. The Level and Phase fields appear next to the skill. Performance, Unlimited,
and Developer Editions
3. Under Phase, click Add. The skill phase options appear to the right.
4. Enter a start and finish date. If you don’t specify a start date, the skill is considered valid since
USER PERMISSIONS
the beginning of time. If you don’t specify an end date, the skill phase never expires.
5. Enter a skill level. To enable Field Service
Lightning managed
6. Click Save. package:
7. If desired, add additional skill phases by clicking Add Phase. • Customize Application
To assign a permission set
Note: Users can define several skill phases for each resource, and skill phases can be assigned license:
to different skill levels. For best results, keep all skill levels between 1 and 10, and don’t create • Manage Users
more than 50 time phases per skill.
To create a permission set:
• Manage Profiles and
Permission Sets

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