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Field Service Lightning


By: Radha

Introduction: 

Field Service Lightning (FSL) enables businesses to unite customers, connected devices, agents, dispatchers, and employees in the service field with one powerful service platform that delivers a seamless customer experience with field service.

Let us see how to implement this in Salesforce from scratch and step-by-step process from Service creation to completion.

To implement the FLS, two managed packages need to be installed:

  1. Base Package 

It contains object data model.

  1. Lightning Package 

It contains Field Service Lightning App

Installation of Base Package: 

Before installing packages, we need to create custom profiles that need to be used in the installation step. Create three profiles FSL Admin, FSL Dispatcher and FSL Mobile by cloning the existing ‘Standard User’ profile. (Note: Only three standard profiles FSL Admin, FSL Dispatcher and FSL Mobile are available in FSL Package)

Link to install base package: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t200000002TPE

Installation of Lightning Package: 

Link to install Lightning Package: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t240000002MGK

While installing, select for specific Profiles only and select three new profiles (as shown below) we created earlier and click ‘Yes’ to grant access to third party web sites.

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Once installed successfully, assign the newly created profiles with appropriate page layouts (available after installation) for Account object.

Likewise, repeat the steps for other objects: Calendar, Location, Resource, Service and Service Type.

After creating necessary fields for necessary objects, create records as specified in below screenshots.

Location Object: 

A location defines a working unit, department or district and group together employees and services. It may or may not have a geographical aspect.

Sub Location: 

Once the Parent Location is specified, the time zone is fetched from parent.

Skill Object: 

The Skill​ object is a catalogue of employee skills used to define what each employee can do, or what is required to perform a service.

Service Type Object: 

It contains type of Service and duration of that particular service type.

Once created, embed the inbuilt VF page (skills) provided and select the appropriate skill check box and select the level based on the service type.

Calendar Object: 

It is used for specifying the working hours of the resources. A resource can have more than one calendar, effective for different time ranges. Also, it is used for specifying the organization appointment booking windows.

Resource Object: 

Resource is the one who will be assigned to a specific service to complete it based on resource skill and availability of resource calendar. Address details will be used from the user record of salesforce.

By selecting the Skill checkbox in the VF page (in built), associated records will be added to the Resource Skills related list as below for Resource ‘Alan Reed. A calendar also need to be associated for this resource.

Service details can be seen through Gantt in ‘Field Service’ tab. Everything can be tracked from here: Resource, Location, and Service assigned to resource.

Scheduling Policies, Work Rules, and Service Objectives:

Field Service Lightning comes with a predefined set of scheduling policies, work rules, and you can edit them or create your own.

Work Rules: 

A work rule places a constraint on scheduling. It defines which assignments (an assigned resource, such as a technician, for a specific service at a specific time) are valid and which are not.

Service Objectives: 

A Service Objective reflects a scheduling goal or target. Each objective returns a grade, or score, for services. When a service is scheduled, the scheduling engine calculates the added score of an objective, and the total score of all objectives taken into consideration in the scheduled service’s total score. Services with higher scores are preferred by the scheduling engine.

Scheduling Policies: 

​A scheduling policy is a set of work rules and service objectives that the scheduling engine can consider when it’s finding the best candidates and slots to create an optimized schedule

Predefined set of above mentioned are available by default and below is the one where you can create new policy and assign it for your process.

Create a new Scheduling Policy using Scheduling Policies tab and associate relevant work rule and service objectives. Once created, go to ‘’Field Service Settings’ tab under Field Service Admin’ app.

‘OAE Standard policy’ (blurred below) is the newly created Scheduling policy and it is set as default scheduling policy.