Complete Guide to Field Service Salesforce, Winter ’22 @salesforcedocs Last updated: September 9, 2021 © Copyright 2000–2021 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS Field Service . 1 Field Service Limits and Limitations . 3 Set Up Field Service . 9 Enable Field Service . 10 Install the Field Service Managed Package . 11 Manage Field Service Permissions . 13 Set Up Territories, Operating Hours, and Shifts . 21 Set Up Work Order Management for Field Service . 29 Set Up Your Field Service Workforce . 39 Set Up Your Field Service Inventory . 55 Get Ready for Scheduling . 62 Set Up Field Service in Experience Cloud Sites . 73 Run Health Check . 75 Report on Field Service . 77 Manage Data Integration Rules . 81 Manage Work Orders . 83 Create Work Orders . 84 Create Maintenance Plans . 91 Manage Shifts . 96 Create Flexible Work Shifts . 97 View Your Shift Schedule . 98 Guidelines for Shift Availability . 100 Manage Service Resources . 102 Get Started with Time Sheets . 103 Create Service Resource Absences . 106 View a Service Resource’s Daily Travel Route . 107 View a Service Resource’s Calendar . 109 Manage Service Crews . 111 Manage Service Appointments . 116 Create Service Appointments . 117 Schedule Service Appointments . 119 Unschedule Service Appointments . 133 Reschedule Service Appointments . 134 Fix Scheduling Overlaps . 135 Group Nearby Appointments . 136 Fill Schedule Gaps . 138 Customize Appointment Chatter Settings . 139 Dispatch Appointments . 140 Manage Your Field Service Inventory . 142 Contents Common Inventory Management Tasks . 143 Track Required Inventory . 146 Request Inventory . 147 Transfer Inventory . 148 Track Inventory Consumption . 151 Track Inventory Shipments . 152 Track Customer Returns . 153 Manage Service Reports . 156 Create Service Report Templates . 157 Create Service Reports . 162 Optimize Your Field Service Schedule . 163 What’s Schedule Optimization? . 164 Create and Manage Scheduling Policies . 165 Create and Manage Work Rules . 168 Create and Manage Service Objectives . 182 Set Up and Run Optimization Jobs . 184 Optimize Today’s Schedule . 186 Optimize a Single Resource’s Schedule . 187 Optimize Appointments Using Priorities . 188 Create Scheduling Recipes for Common Events . 189 Monitor Optimization Requests . 193 Create Relevance Groups . 195 Work in the Dispatcher Console . 197 Customize the Dispatcher Console . 197 Work in the Dispatcher Console Appointment List . 214 Work in the Dispatcher Console Gantt . 218 Work in the Dispatcher Console Map . 233 Field Service Object Fields . 240 Standard and Custom Objects . 241 Linked Article Fields . 246 Location Fields . 247 Maintenance Plan Fields . 249 Operating Hours Fields . 254 Product Request and Transfer Fields . 255 Product Item and Inventory Fields . 259 Return Order Fields . 262 Service Appointment Fields . 265 Service Crew Fields . 268 Service Report Fields . ..