Offline Considerations in the Field Service Mobile App

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.

To access the Field Service mobile app, users need the Field Service Mobile user license.

The Field Service mobile app can work effectively when offline. You may notice some slight differences. For example, when you create an object offline, it doesn’t display fully until your device syncs with the server.

The following topics describe how to prepare the mobile app for offline use, and what features work differently when offline.

Topic	Description
Offline Priming	Before using the app offline, sync the app while online. To learn more, see Offline Priming.
Initial Field Values	The initial values shown in a field can be different when offline. To learn more, see Initial Field Values.
Flows	Flows cannot retrieve additional information beyond what’s available in the cache. Offline execution may prevent some lookups from returning all the expected information. You can encounter an error in this situation.
Date/Time	Date/Time fields sync to the server when the app comes back online. The date and time does not reflect the date and time when the record was created and/or updated. To reflect the actual creation or updated date and time, contact Field Service Support to enable the option Accurate Record Dates for Offline for your org. If you use the 'NOW()' function with your Date/Time fields, the value still reflects the date and time the record synced to the server instead of the current date and time. To keep the offline date/time value when a service appointment record is updated on the app, save the LastModifiedDate value to another date/time field in the same service appointment record. The Date column in the service appointment History tab does not reflect the offline date/time that update was made on the app if a consecutive update is triggered. To retain the offline date/time value in such a case, save the LastModifiedDate value of that service appointment record to another date/time field in the same service appointment record. When the backdating date/time values feature is changed in Field Service mobile settings, logged in users can either clear metadata or log out and back in to apply the changes. If backdating is enabled: Offline create/update actions (mutations) by users logged in before the change can have inaccurate offline datetimes on their records. Mutations can include flows, quick actions, LWCs, record edits, mobile extensions, and other methods that create or update Salesforce records. If backdating is disabled: Offline create/update actions (mutations) by users logged in before the change causes errors. The server rejects them. If the device clock is out of sync and set to a future time, users may see errors such as "CreatedDate in future" or "LastModifiedDate in future" when offline records sync to the server. To resolve these errors, correct the device time, disable Audit Fields permissions for the affected objects, or contact Field Service Support to enable the FieldServicePerm02 permission. When the FieldServicePerm02 permission is enabled, future date and time values from offline records are automatically overwritten with the current server time when syncing.
Search Results	To access search results offline with Briefcase, first search when online to cache records.