Here are some things to keep in mind when you’re using Salesforce Scheduler and Field Service in the same org.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
- Salesforce
Scheduler and Field Service use a common data model.
As
a result, these behaviors are expected.
- Salesforce Scheduler work types appear on the New Work Order page in Field Service.
- Salesforce Scheduler service resources appear in Field Service and vice versa. However, you can’t schedule Salesforce Scheduler service resources in Field Service and vice versa.
- Skills used in Salesforce Scheduler appear in Field Service.
- Service appointments created in Salesforce Scheduler appear in search results in the Field Service dispatcher console.
- Service territories created in Salesforce Scheduler appear on the service territory selection page in Field Service. You can also initiate global optimization for a Salesforce Scheduler service territory, which isn’t relevant for Field Service use cases.
- Salesforce system users with CRUD access on objects can see both Salesforce Scheduler and Field Service records.
- Reports and dashboards show cumulative numbers because they count both Salesforce Scheduler and Field Service records.
- It’s not possible to distinguish between Salesforce Scheduler and Field Service records. Based on work types and service resources used in Salesforce Scheduler and Field Service, you must create separate data archival strategies.
Tip You can address some of these problems through user training and by following best practices. For example, use appropriate record-level sharing for Salesforce Scheduler and Field Service users. Use separate page layouts to ensure that Salesforce Scheduler and Field Service fields aren’t commingled. Follow different naming conventions for Salesforce Scheduler and Field Service resources such as work types, service territories, service resources, and service appointments. When creating reports and dashboards, use appropriate filters based on resources, such as work types, service resources, and service territories. - When event management is enabled in both Salesforce Scheduler and Field Service, these
behaviors are expected. Therefore, we recommend that you turn off event management in
Salesforce Scheduler and Field Service.
- For a service appointment created in Salesforce Scheduler, duplicate events are created on the Salesforce calendar—one each by Salesforce Scheduler and Field Service.
- Scheduling in Field Service stops working, with this error message:
Trying to perform a heterogeneous Save with both inserts and updates. - When a dispatcher tries to assign a service resource to an appointment, or reschedule or cancel a service appointment, the operation fails. This failure happens because Salesforce Scheduler attempts to create, modify, or delete the corresponding Salesforce calendar event and the dispatcher doesn’t have sufficient privileges to create, modify, or delete events on behalf of the service resource.
- To avoid interfering with your existing Salesforce Scheduler and Field Service implementations, don’t install Shift Management in a Salesforce org where Salesforce Scheduler or Field Service is already enabled.
- To use the drop-in appointments feature in orgs where you have Field
Service licenses, ensure that you:
- Assign permission sets created for either Field Service Agent or Field Service Resource user roles to service resources.
- Create status transitions by using Service Appointment Life Cycle | SA Status | Status Transitions. Here’s the list of status transitions that you need for drop-in
appointments.
From To Checked In Scheduled Checked In Canceled Scheduled In Progress Scheduled Canceled In Progress Completed In Progress Canceled