Dispatch restoration teams during emergencies with a configurable callout process that complies with targeted union contracts. Check workforce availability by wage classification, generate prioritized rosters, send push notifications to service resources, and maintain auditable records of all callout decisions. Dispatchers mobilize crews in minutes instead of hours to shorten outages and improve customer satisfaction and regulatory reporting.
- Manage Incidents, Service Outages, and Callouts in Salesforce
Manage incidents, service outages, and emergency callouts in Salesforce with the Emergency Management. Run the callout process during emergencies to dispatch restoration teams using a configurable process that adapts to a variety of union agreements and local labor laws. Dispatchers initiate callouts in minutes, generate a roster of eligible and available service resources grouped by wage classification, seniority, and territory, and track responses in real time. Use template screen flows to check workforce availability and generate callout rosters. - Send Emergency Callout Notifications to Service Resources
Notify field service resources of emergency callouts with push notifications on the Salesforce Field Service mobile app. The notification opens a callout detail screen showing the work order, earliest permitted start time, service address, work type, and asset, along with dispatcher comments. The service resource can accept or decline the callout with a single tap, or open the full work order for more context. Responses are reflected on the dispatcher's callout roster. Notifications expire automatically if a service resource doesn't respond within the configured time frame. - Track Emergency Callout Compliance with Audit Trails
Maintain a complete audit trail of all callout decisions to demonstrate compliance with labor union contracts and regulatory requirements. Every callout attempt records the service resource seniority rank, notification time, response, and response time. The audit trail helps you avoid union grievances and financial penalties by proving that eligible, higher-priority service resources weren't overlooked during emergency dispatches.