| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To create or update custom report types: | Manage Custom Report Types |
| To create a public reports folder: | Manage Public Reports |
| Primary Object | Description | Available Secondary Objects |
|---|---|---|
| Accounts | View accounts’ maintenance plans, product requests, return orders, resource preferences, and work orders. |
Field service objects: Maintenance Plans Product Requests Product Request Line Items Resource Preferences Return Orders Work Orders |
| Assets | View assets’ maintenance plans, replacements, and work orders. |
Field service objects: Asset Relationships Maintenance Assets Work Orders |
| Cases | View cases’ work orders, return orders, and product requests. |
Field service objects: Product Requests Product Request Line Items Return Orders Work Orders |
| Contacts | View contacts’ maintenance plans, service appointments, return orders, and work orders. |
Field service objects: Maintenance Plans Return Orders Service Appointments Work Orders |
| Locations | View locations’ maintenance plans, parts, part transfers, and more. |
Addresses Assets Maintenance Plans Product Items Product Requests (Source Location) Product Requests (Destination Location) Product Request Line Items (Source Location) Product Request Line Items (Destination Location) Product Transfers (Source Location) Product Transfers (Destination Location) Service Resources Service Territory Locations Shipments (Source Location) Shipments (Destination Location) Return Orders (Source Location) Return Orders (Destination Location) Work Orders Work Order Line Items |
| Maintenance Plans | View maintenance plans’ work orders and assets. |
Maintenance Assets Work Orders |
| Operating Hours | View the operating hours of service territories and their members. |
Service Territories Time Slots |
| Orders | View an order’s associated return orders. |
Field service objects: Return Orders |
| Product Items | View the transfer, consumption, and replenishment of parts in your inventory. |
Product Transfers Products Consumed Product Item Transactions |
| Product Request Line Items | View the transfers related to parts in your inventory. | Product Transfers |
| Product Requests | View the line items and return orders associated with product requests. |
Product Request Line Items Return Orders |
| Products | View product requirements, transfers, requests, return order line items, and parts. |
Field service objects: Assets Product Items Products Required Product Request Line Items Product Transfers Return Order Line Items |
| Product Transfers | View product quantity, origin and destination locations, and owner of product transfers. | None |
| Return Orders | View return orders’ line items. | Return Order Line Items |
| Service Appointments | Compare the differences between scheduled and actual appointment times, and analyze trends in resource assignment on appointments. | Assigned Resources |
| Service Contracts | View service contracts’ maintenance plans and work orders. |
Field service objects: Maintenance Plans Work Orders |
| Service Crews | View appointments that crews are assigned to and information about crew members. |
Assigned Resources Service Crew Members |
| Service Resources | Compare service resources’ capacities, absences, and skills, and view the territories they belong to and service appointments and crews they are assigned to. And, see which accounts or work orders list resources as preferred. |
Assigned Resources Resource Absences Resource Capacities Resource Preferences Service Crew Members Service Resource Skills Service Territory Members Time Sheets |
| Service Territories | Compare the number and types of service appointments, work orders, and work order line items across service territories, and view the service resources that belong to each territory. |
Service Appointments Service Territory Members Service Territory Locations Work Orders Work Order Line Items |
| Shipments | View shipment address and transfer information. | Product Transfers |
| Time Sheets | View time sheets’ owners, entries, and duration. | Time Sheet Entries |
| Users | View field service records created by, modified by, or associated with users. |
Field service objects: Assets (Asset Owner, Created By, Last Modified By) Locations (Created By, Last Modified By) Maintenance Plans (Created By, Last Modified By) Operating Hours (Created By, Last Modified By) Product Items (Created By, Last Modified By) Product Requests (Created By, Last Modified By) Product Request Line Items (Created By, Last Modified By) Product Transfers (Created By, Last Modified By) Return Orders (Created By, Last Modified By, Returned By) Service Appointments (Created By, Last Modified By) Service Crews (Created By, Last Modified By) Service Resources (User, Created By, Last Modified By) Service Territories (Created By, Last Modified By) Shipments (Created By, Last Modified By) Time Sheets (Created By, Last Modified By) Work Orders (Owner, Created By, Last Modified By) Work Types (Created By, Last Modified By) |
| Work Orders | Compare information such as the number of appointments or line items per work order, or work order service territories. And, analyze how resource preferences and skill requirements vary between work orders. |
Object Milestones Products Consumed Product Requests Products Required Product Request Line Items Resource Preferences Service Appointments Skill Requirements Time Sheet Entries Work Order Line Items Work Order Line Items |
| Work Types | Compare information such as work type duration and skill requirements. |
Maintenance Plans Products Required Skill Requirements |