Agenda
What is FSL ?
When to Use FSL?
Field Service Key Players
FSL Processes
FSL Object Model
Installing and Setting Up FSL
What is FSL ?
- Field Service Lightning (FSL) is part of the Salesforce Service Cloud suite.
- FSL is designed to provide agents, dispatchers and mobile employees with all the information and resources they need to guarantee the best of customer satisfaction.
- One of the salesforce managed packages.
- FSL Package provides the Android and iOS Apps for the mobile employee.
When to use FSL ?
It helps the organizations keep a better track of the customer service calls from the call center agent to the dispatcher console and then finally to a full-fledged service appointment by the mobile employee.
Field Service Key Players
- Customer
- Call Center Agent
- Dispatcher
- Mobile Employee
Customer :
If the customer needs any service related queries, They will contact the customer care executive.
Call Center Agent :
The Call Center Agent will raise a case and create a work order once received the call from the customer based on the service needed in the service console.
Dispatcher :
The dispatcher will schedule the job to the corresponding mobile resource based on the technical skills ,availability, service territory and timings.
Mobile Employee :
The mobile employee receives a work order from the dispatcher. The job contains service location ,
timing etc…
Once the job is completed they will update the status of the work in the mobile app including the customer signature.
FSL Object Model
❖ Service Territories
Where field service work is performed (Geographic Region).
❖ Service Appointments
Appointments for field service work.
❖ Service Crews
Team of service resources that are assigned to the service appointment.
❖ Skills
Skills are required to perform the service tasks.
❖ Work Orders
Request for the field service work.
❖ Work Order Line Items
Specifically, a task technician must perform to complete the work order.
❖ Work Types
What kind of work to be performed.
❖ Operating Hours
When field service work can be performed.
❖ Time-Slot
Split Up the operating hours based on days.
Installing and Setting up FSL
- Enable Field Service Lightning from Setup
- Install Field Service Lightning Managed Package app from AppExchange ( Note – Package cannot be installed without enabling FSL in the Setup)
- You will have two Apps installed after these steps –
- Field Service Admin
- Field Service
.