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Field Service in Salesforce


Introduction:

Field service is used for providing customer support in an efficient way. With Field Service, we can streamline the entire organization and provide best customer service in a single platform. Work orders help us to provide standard maintenance, track product repairs, manage assets, etc. Field Service Lightning gives us a continuous, mobile-friendly user interface from phone to field.

This feature is available in Enterprise, Performance, Unlimited and Developer editions for both Lightning Experience and Salesforce Classic.

In field service, once we sell a product to the customer and if the customer has a problem with installing the product or needs a premium maintenance package, the reps or call center agents can easily create “Work Orders” from case to assist the customer’s needs.

 

Steps to Enable Field Service: 

  1. Setup | Field Service | Field Service Settings
  1. Check the “Enable Work Orders” [Symbol] Save.

 

 

Note: Work Orders and Work Order Line Items are enabled when we enable field service settings.

Work Orders: 

Work Order is a Standard Object and related to Accounts, Assets, Cases, Contacts, Entitlements, Service contracts, and other work orders. Work Orders are useful for the Service Team in customer support.

Custom relationships fields can be created between work orders and other Salesforce objects.

Work orders can be created independent or dependent on the sales order based on the user requirements.

 

 

Work Orders Tab: 

We can access work orders from Work Orders Tab and add work orders to the navigation tab of the Service Console.

 

 

 

Work Orders Related List: 

The Work Orders Related List can be accessed from all the related parent objects. Work orders can also be accessed from Case’s related list. We can also create Quick Actions for work orders.

 

 

Quick Actions: 

Work Orders can be created from quick actions, which are available in Salesforce Classic, Lightning Experience, and Service Console.

 

 

Service Console: 

Work orders can be added to the navigation tab of the Service Console.

 

Work Order Line Items: 

Work Order Line Items are used to track the details of the work order. It defines various jobs done by the reps or the field service technicians for completing the assigned task.

A single work order can have multiple work order line items and each work order line item can be moved to completed status one at a time.

Work order line items can be associated with the related Assets. So, in the future, we could follow up with the case for which the work order was created; thereby, developing a better customer relationship.

 

 

 

 

Note: We can create triggers, workflows, approvals, etc. on work orders and work order line items.

Enhancements:  

The field service features will be enhanced in the “Field Service Lightning Mobile – Spring’17 Release”.

Field Service Lightning,

1.Salesforce is about to replace the custom “Service” object of the managed package with standard objects.

2.We can also do Org Setup and Branding.

3.Offline access to knowledge articles, etc.

Scheduling appointment, dispatching resources are done with just a few clicks. It provides a map view for resource and customer locations.

The Salesforce 1 mobile app allows us to view the service address in the related list, change statuses, etc.

 

Summary: 

Work Order plays a vital role in supporting the service team to provide a personalized client service. It helps service team to assign the given task to the specific resources whose skills match the type of job to be completed. It guides the resources on how, when, and where to focus on the given task at any point of time.

References: 

https://releasenotes.docs.salesforce.com/en-us/spring16/release-notes/rn_field_service.htm

https://releasenotes.docs.salesforce.com/en-us/spring16/release-notes/rn_field_service_work_orders.htm

https://releasenotes.docs.salesforce.com/en-us/spring16/release-notes/rn_field_service_lightning.htm

https://partners.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000004flQ