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.
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 |
When a dispatcher initiates a callout, each service resource on the roster receives a push notification. The notification shows the work order, start time, service address, asset type, work order type, and dispatcher comments. Service resources can accept or decline the callout, and their responses appear on the dispatcher's callout roster. Notifications that go unanswered within the configured time frame expire automatically.
- Create the Emergency Callout Custom Notification Type
Help dispatchers send mobile alerts by creating the custom notification type used for emergency callouts. The Send Emergency Callout Notifications flow looks up this notification type by its exact API name. - Bind the Custom Notification Type to the Mobile App
Ensure that emergency push notifications reach your service resources by connecting your new custom notification type to the Salesforce Field Service mobile app. - Activate the Notification Flows
Ensure that subflow references resolve correctly by turning on the emergency callout flows in a specific sequence. - Add the Callout Flows to the Callout Workflow Component
Help dispatchers launch emergency callouts by adding your active flow to the page layout. - Update Org-Wide Sharing Settings for Emergency Management
Ensure that dispatchers and service resources have the access they need to run callouts by setting the org-wide defaults for Emergency Management objects. Because multiple users update resource callout records during an event, those records require broader access.