Product Name: Field Services

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Learning Asset Name: Gantt Customization

Learning Asset URL:
Asset Description: Learn more about the variety of ways to customize the Gantt, including list
views, custom filters, field sets, custom actions, live updates, Gantt configuration, and user
settings.

Rise Lesson 4: Gantt Customization

Content Learning Designer Notes and Images

Section 1: List Views

Use customizations to tailor the Dispatcher Paragraph
Console to user needs. Customizations
include:
● List Views
● Custom Filters
● Field Sets
● Gantt Custom Actions
● Gantt Live Updates
● Gantt Configuration
● User Settings
● Color Palettes
Let’s break each one down into more detail.

[continue]

List Views Heading and paragraph with image

below
The left side of the Gantt contains the
appointments list. View and filter service
appointments in the appointment list and
Gantt chart here.

Many factors influence when an appointment Paragraph and bulleted list

is shown in the appointments list.

● The list view horizon.

● Service appointment date fields
selected in the list view date selection
picker.
● Days before and after the horizon.

Let’s look at each in more detail.

The List View Horizon Subheading and paragraph with

images between paragraphs as seen in
The list views display a list of appointments left column.
with a date field that falls before the horizon
date indicated. The Gantt may be set to a
weekly view; however, the appointment list
displays service appointments that fall before
the horizon date set.

Checking the “Match Gantt Dates” box

causes the list of service appointments to
match up to the last day of the horizon when
the Gantt view is set to display more than one
day.

Date Selection Picker Subheading and paragraphs Image

between them.
The date field drop-down menu in the
Dispatcher Console also controls which
appointments are visible in the appointment
list. If the value of any of the selected date
fields on an appointment falls within the
specified time frame, the appointment
appears in the appointment list.

For example, if a maintenance appointment

must be completed within the next six
months, it’s possible to see it on the Gantt
every day as a reminder.

To do this, set up a process builder to

automatically configure an important
appointment’s Gantt Display Date to today’s
date, updated daily.

Days Before and After the Horizon Subheading and paragraph

The left example displays standard list views

that support up to 60 days.

The right example displays custom list views

accessible through the Create Custom
Appointment List Filters button.
In the first screenshot below, jobs have a
Gantt Display Date that is three days before
or after 8/14. For an appointment to be
shown, the Gantt Display Date needs to be
between 8/11 and 8/17, three days on either
side of 8/14. No appointments are found.
In the second example, when a dispatcher
pans backwards a day and the horizon is reset
to 8/13, the appointment is found because its
Gantt Display Date is between 8/10 and 8/16,
three days on either side of 8/13.
Customizations include:
● Creation of the SA: Set this field to
be equal to the due date.
● Scheduling of a SA: Set this to be
equal to the scheduled start date.
● Updates to Due Date of Scheduled
Start Fields: Update the Gantt Display
Date value accordingly.

[continue]

Custom Filters Heading and paragraph

Create custom filters to control which

appointments appear in the Dispatcher
Console Service Appointment list. Base
filters on service appointment fields and add
custom logic. Dispatchers are able to create
private filters and share them with others.

Examples of Custom Filters Header with inserted table of the

content shown on the left.

Date Selection Subheading and paragraph

Set the number of days before and after the
Horizon Date appointments need to appear
by selecting the first option in the image
above.

The second option shows service

appointments displayed on the Gantt chart,
regardless of dates, similar to the Gantt
standard filter.

The Horizon Date takes into account the

selected date properties: Earliest Start
Permitted, Due Date, Arrival Window Start,
Arrival Window End, Scheduled Start, and
Scheduled End to filter appointments on the
list.

Two filters are available for filtering

appointments:
● Standard Filters: In Dispatch Console
Settings, customize the scheduling
window limit; the number of days up
to and including the selected Horizon
Date. Default = 14.
● Custom Filters: Choose how many
days before and after the selected date
should be displayed.

Setting Filter Criteria Subheading and paragraph with image

after
Select which fields are available for filtering
by adding them to the
Gantt Filter service appointment Field Set.

Only standard and custom service

appointment fields are supported. Related
object fields are not supported.

Optionally, add Rule Violations criteria to

the Custom Filter to determine if service
appointments that are causing Rule
Violations should be filtered out, Rule
Violations = false, or included, Rule
Violations = true.

Filter Logic Subheader and paragraph

Adjust filter logic as needed.

For example, display all service

appointments where:
● Status is “None”
● Due Date is “Tomorrow”. This
requires a Formula Field.
● Emergency is “True”. Display all
emergencies, regardless of Status or
Due Date.

Permissions Subheader and Paragraph

Custom Permissions determine which users
are allowed to create or publish custom
filters.
Remove OOTB (out of the box) Filters.

● Users with the Create Filter Custom

Permission can create, edit, and delete
private custom filters from the
Dispatcher Console.
● Users with the Publish Filter Custom
Permission can share custom filters
publicly by making them visible to all
users.

Things to keep in mind: Heading and bulleted list.

 ● 30 days is the maximum number of
days before and after the horizon
date.
● To avoid performance issues, keep
the number of fields on the Gantt
Filter page layout below 15.
● All users have access to the standard
filters provided with the managed
package, but they can be hidden.
Remove the appropriate custom
permission from the user profile or
assigned permission set. The All
Service Appointments list can’t be
hidden and is always available in the
dispatcher console service
appointment list.
● If only certain users need access to a
custom filter, share the custom filter
record with the public group or users.
For example, if only San Francisco
dispatchers need access to the Bay
Area Emergency Work custom filter,
create a private custom filter. Then
share Bay Area Emergency Work
with the San Francisco public group
using standard sharing.

[continue]

Field Sets Insert Video 22

Embed Video 22 from this link. Will ask
Leighton how to separate the one video from
the others. Also need closed captioning.

[continue]

Gantt Custom Actions Heading and Paragraph

● Insert GIF from slide 49 within
Custom actions are another way to customize this section
and extend the functionality of the Dispatcher
Console. Custom actions either call an Apex
class or open a Visualforce (VF) page and
run on records in several areas of the
Dispatcher Console.
Use Apex class for an action that doesn’t
require UI. Use VF when UI is required.

Follow these steps to create a custom action Paragraph and numbered list then
once in field service settings: image
1. Go to Dispatcher Console UI
2. Click Custom Actions
3. Specify the object the action should
be applied to
4. Set Apex or VF
5. Select and assign an icon

Examples of where to apply Gantt Custom Subheading and bulleted list

Actions:

● Actions, once created, can be applied

to the following:
○ Lunch Breaks
○ Resource Absences
○ Service Appointments on
Gantt
○ Service Appointments on List
View
○ Bulk Actions
○ Polygon Actions
○ Resource
● Every action needs to be linked to a
Custom Permission to control access.

Add custom actions to several areas in the

Dispatcher Console:

● Individual or multiple appointments

in the appointment list.
● Individual or multiple appointments
in the Gantt.
● Individual service resources or
resource absences in the Gantt.
● Polygons on the map. This action runs
on the appointments within a set
polygon.

Examples of Custom Actions: Subheading and bulleted list

● Select VF page on a resource that

allows relocating to another Service
Territory.
● Mark a resource absent for a period of
time.
● Reassign work for a resource who is
out sick.
● Assign all service appointments on a
Polygon to a resource or set as
Required Resource. For example,
assign accounts to a sales rep.
● Copy Resource Absence to the whole
team for a training or holiday.
● Select multiple service appointments
and mark as In-Jeopardy.

[continue]

Gantt Live Updates Heading and paragraph

Choose to have the Gantt auto-refresh at a

specified frequency so dispatchers don’t have
to rely on timed updates. Gantt Live Updates
relies on the Salesforce Streaming API.

Streaming API (application programming

interface) is a specialized API for setting up
notifications for Salesforce record changes
pushed from the server to the client based on
defined criteria.

A PushTopic enables specification of the

object, fields, and criteria that may receive
event notifications. As soon as a PushTopic
record is created, the system starts evaluating
the record created, updates, deletes, and
undeletes for matches. When there’s a match,
a new notification is generated and pushed to
the client.

For applications that constantly require

notifications of data changes, using
Streaming API is a great way to reduce the
number of API calls and improve
performance.

When Live Update is enabled, changes

immediately appear on the Gantt. By default,
the dispatcher console Gantt refreshes every
10 seconds.
Restrict sharing to avoid an overload of data.
Gantt Live Updates has the following
limitations:
● Dispatchers without the Streaming
API custom permission get timed
updates on the Gantt, as defined in
settings.
● Live updates aren’t available to
Experience Builder site dispatchers.
● Gantt Live Update access isn’t
automatically available to all admins,
and too many live update requests can
cause the Gantt to crash.
● Gantt Live Updates are subject to org
limits for event delivery and
PushTopic Streaming Allocations.

There are two types of access that can be set

up.
 [continue]

Gantt Configurations Interactive image

Click each + icon to learn more.

Default scheduling policy: The default

policy that is selected for the Dispatcher
Console and Auto-Schedule.

Gantt chart timezone: The Gantt timezone

is set to User Timezone or Territory
Timezone. Usually, it makes more sense to
set it to Territory Timezone.

Show secondary Service Territory

Members on Gantt chart: If checked,
secondary STMs are displayed on the Gantt
chart. If service territory timezone view is
selected, only secondary territories with the
same timezone as the primary territory are
shown.

Show local time in Gantt chart tooltip: If

checked, the appointment’s local start and
finish times are shown in the tooltip.

Show utilization on the Gantt: Show each

territory’s average daily utilization on the
Gantt for all Gantt resolutions. If this option
isn't selected, utilization information is
shown only when the Gantt resolution is set
to Utilization.

Enable resource filtering by skills in

dispatcher console: Disable the Resource
Skills filter on the Gantt if more than 200
skills are defined in the org to improve the
Dispatcher Console performance.

Enable Custom Filters: Use Gantt Filter

object with more complex options such as
criterias, logic, and dynamic time frames in
the Dispatcher Console. Then, filter service
appointments on the appointments list.

Gantt chart week start: Set the first day of

the week to be displayed.

Initial Gantt loading days boundaries:

Control how many extra days are loaded to
the Gantt on top of the selected view.
Loading additional days improves user
experience when navigating through next and
previous days but may lead to hit platform
limits for large data sets.

Drag jumps on Gantt: When dragging

services on the Gantt, this indicates the
amount of minutes they move.

Maximum travel hours displayed on

Gantt: If travel time is longer than this
number, it will be hidden from the Gantt.

Online Offset In Minutes: The number of

minutes from the last scene the resource is
considered online.

Gantt Chatter Post Destination: Select

where to post service appointment Chatter
messages written from the Gantt.

Click each + icon to learn more. Flash card interactive. Include

associated screenshot on the back of
Show absences on resource map: If each that has one.
checked, geocoded absences are shown on
the resource map.

Select the actions shown on the

appointment list: (I’ll add screenshots to the
relevant storyboard)
Rules Validation: Validate rules after
indirect Gantt updates. If checked, anything
that happens in the background that the
dispatcher doesn’t initiate gets validated.

Rule Validation Frequency:

● Always: Every time someone changes
something in the Gantt or the Gantt
reloads.
● On Demand: Runs only if a
dispatcher clicks a button manually.
This is associated with custom
permissions.
● After Direct Gantt Updates: Only
when a dispatcher makes a change to
the Gantt.

Utilization Views:
● High utilization%: High utilization is
colored in shades of red.
● Medium utilization %: Medium
utilization is colored in shades of
yellow.
● Extensive travel alert: An extensive
travel icon appears when traveling is
more than this %.

Extended Custom Permissions: Activate only after

adding the relevant custom permissions to dispatcher
users.

[continue]

User Settings Heading and paragraph

Gantt settings are managed in the User
Settings custom object.
When a dispatcher uses the Gantt console for
the first time, this record is created. It
captures different settings and changes the
dispatcher sets within the Gantt, like
preferences of the dispatcher. Every time a
dispatcher opens the Gantt, their saved
features automatically appear.
For example, in the image below, the
standard setting for Scheduling Horizon
Limit is 14; however, this dispatcher has set
theirs to 7.

For cases where the dispatcher has too many

territories selected and the Gantt won’t load,
an admin can go to the related list and delete
territory records and select or keep only a
few territories.

Subheading and numbered list

Which Console Settings Are Stored
This is a partial list of user preferences that
are preserved:

● The selected filter for the service

appointment list
● The Match Gantt Dates checkbox
● Gantt lock
● Hours filter
● Resources filter
● Map markers
 [continue]

Heading and paragraph

Gantt Color Palettes

Dispatchers have the ability to create color-

coded visualizations of their Gantt by
applying Gantt Palettes. It’s a quick way to
visualize information based on service
appointment attributes.

Palettes can be based on any service

appointment field: checkbox, picklist, date,
date-time, number, percent, or currency.

For a user to apply Gantt Palettes, they must

have Custom Permission. From there, they
create a new Palette from the Dispatcher
Console.

An example is using the palette on the Due

Date Approaching field to color code
appointments based on how close an
appointment is to the due date.
Another example is using Gantt Palettes with
the Schedule Mode. Values are “Manual”,
“Automatic” or “Optimization” to show the
level of adoption.

Some restrictions exist.

● Up to 10 Active Palettes created per
User.
● Up to 15 colors used per Palette.

[continue]

Congratulations on completing the Gantt

Customization Lesson. Head back to PLC for
more!