Coordinate emergency response operations by managing incidents, dispatching service
resources, and tracking service restoration within Energy & Utilities. During outages and
emergencies, utility companies must rapidly identify affected areas, mobilize qualified service
resources, and restore service while complying with labor union agreements. With Emergency
Management in Energy & Utilities, dispatchers and incident commanders can manage the full
emergency response lifecycle, from incident creation through crew dispatch and restoration
tracking.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
editions with Energy & Utilities - Growth, Field Service for Energy &
Utilities and Contractors for Energy & Utilities |
Use Emergency Management to:
- Create and track incidents linked to service outages, affected assets, and service
territories.
- View workforce availability by pay grade and service territory before initiating
callouts.
- Generate ranked callout rosters that comply with labor union seniority and prioritization
rules.
- Send push notifications to field technicians on the Salesforce Field Service mobile app
and track their responses.
- Produce auditable records of every callout decision for regulatory compliance and
grievance resolution.
- Emergency Response Roles
Emergency Management supports four personas in the emergency response workflow.
- Emergency Management Components and Integrations
Emergency Management works with these Energy & Utilities Cloud and Field Service components.
- Emergency Callout Compliance and Auditing
Maintain auditable records of callout decisions to demonstrate compliance with labor union agreements and avoid grievances.
- Emergency Callout Process
Initiate callouts, generate ranked rosters by pay grade, and mobilize service resources during emergency restoration events. The emergency callout process helps dispatchers rapidly mobilize qualified field technicians for restoration work. When an outage or emergency occurs, the dispatcher creates a resource callout record linked to a service appointment on the work order. The system then identifies eligible service resources through the Field Service managed package, groups them by pay grade within each service territory, and generates a ranked roster for notification and response tracking.
- Set Up Emergency Management for Energy & Utilities
Mobilize restoration crews during emergencies, outages, and incidents by setting up Emergency Management. With Emergency Management configured, dispatchers can run a customizable callout process that checks workforce availability by pay grade, generates a ranked roster of eligible service resources, and notifies those resources directly on their mobile devices.
- Set Up Emergency Callout Notifications
Mobilize your service resources by sending emergency callouts as push notifications to the Salesforce Field Service mobile app. Service resources can quickly accept or decline assignments directly from their device.
- Customize Your Flows in Emergency Management Flows
Tailor your emergency callout automation to your utility by cloning and customizing the provided template flows. Adjust configurable constants, formulas, and eligibility rules to notify service resources for using your own logic and labels.
- Create an Emergency Callout Roster
Dispatch resources quickly during an incident by generating an emergency callout roster and adding ranked resources to the assignment list.
- Troubleshoot Workforce Availability in Emergency Management
When the available resource count on a callout requirement is zero or blank, use these checks to find why Field Service returns no eligible resources.
