Performance Priming Limitations and Considerations

General

The behavior of data priming depends on whether Performance Priming is disabled or enabled while a mobile worker is logged in:

• Disabling Performance Priming: If an administrator disables Performance Priming while a mobile worker is logged into it, data priming fails. The worker receives the error message, "Organization is not registered for Performance Priming." To resume priming using legacy priming, the worker must log out and log back in to the Field Service mobile app.
• Enabling Performance Priming: If Performance Priming is turned on while a worker is logged in and using legacy priming, legacy priming continues to function normally and completes successfully.

Briefcase Rules

• There’s a limit of 1,000 rules for generated briefcases. Customers with complex page layouts may not be able to prime to the full expected depth of related records. We notify admins if this occurs, and we show a warning on the generated briefcases.
• Briefcase rules support up to 75,000 records per rule. Contact Salesforce if you need to increase this limit in a High Volume Briefcase.
• An object can have a maximum of ten fields that are used in filters and relationships in briefcase rules. For instance, consider these scenarios:
  • Scenario A: "I need to see all service appointments I own" (using the OwnerId field).
  • Scenario B: "I want to view service appointments scheduled within the past or future 7 days." (using the ScheduledDate field).
  • Scenario C: "I need to find all bundled service appointments" (using the RelatedBundleId field).

  These three scenarios use three fields, leaving room for up to seven more before reaching the 10-field limit.

Change Data Capture

• Certain objects, which aren’t Change Data Capture (CDC) enabled, are only refreshed every 24 hours. To verify if an object type supports faster synchronization (delta sync), check the list of available objects under Setup > Integrations > Change Data Capture. If an object isn’t listed, it means it's not supported for more frequent updates.

Connected Apps

• Performance Priming is used to prime Standard Briefcases assigned to a connected app, such as Field Service Mobile for iOS or Android, through both app types. Note that priming doesn't differentiate by app type. If an admin selects only the iOS connected app, Android users still get those records.

Delta Priming Delays

• Delta priming for future-scheduled service appointments or service document templates may experience a delay of up to 24 hours. This delay occurs because the system checks for existing matches only one time every 24 hours. However, we check new records immediately via Change Data Capture. For example, if an admin configures the system to prime service appointments up to 7 days in the future:
  • An appointment scheduled 7.1 days away doesn't initially meet the 7-day criteria.
  • After 24 hours, the system re-checks. If the appointment is then 6.1 days away, it falls within the filter criteria and is primed.
  • As a result, an appointment could be within the future window (for example, between 6.1 and 7.0 days away) but it isn't primed until the next 24-hour check. This delay can be more significant with shorter priming windows; for a 2-day window, an appointment isn't primed until it’s 1.1 days away.

  This delay impacts the "Future Days in the Date Picker" and "Days After Current Service Date" settings within Field Service Mobile Settings.

Error Reporting

• We don't report errors encountered when priming individual records or metadata to users.

List Views

• Some list views on the mobile app don’t automatically refresh when new records are downloaded during delta sync. Relevant records are downloaded and cached. Users need to manually pull to refresh the UI view whether online or offline. This applies to custom tabs and Profile Absence lists.
• Records deleted from the server aren’t automatically removed from mobile list views and may require a manual pull to refresh to see the changes.
• When a list view that's referenced by a briefcase rule is modified after Performance Priming is enabled, the modification will be rejected. Instead, clone the list view, modify the cloned list view, and then update the list view referenced in Field Service Mobile Settings to the cloned list view.

Lookup Relationships

• Priming follows lookup relationships up to three levels deep from the primed record. For example, priming a service appointment also primes:
  • The related work order (level 1)
  • The account on that work order (level 2)
  • The asset on that account (level 3)
  Priming doesn't continue beyond the third level, even if further lookup relationships exist.

Migration

• Migration challenges can exist for customers that use specialized priming configurations, for example through connected app settings.

Onboarding

• When many mobile workers simultaneously onboard for an initial or full reprime on Performance Priming, the app may face priming delays.

Profiles

• Performance Priming will only automatically generate briefcases for up to 50 profiles that have the Field Service Mobile License assigned to active users.

Records per User

• An auto-generated Performance Priming Briefcase supports up to a total of 100,000 records primed per user.

Related Lists

• We prime up to 10,000 records in aggregate from related service appointments. However, a single Service Appointment record can't contribute more than 2,000 records to this total. Example: Consider a user with 10 service appointments, each linked to a parent work order. Each work order has a related list containing 3,000 work order line items.
  • The 10 service appointments and their 10 corresponding work orders are primed.
  • For the work order line items, the first 2,000 items from each of the initial 5 work orders are primed. This totals 10,000 records, which meets the overall related list limit.

Resource Absences

• When a new resource absence is added or removed, the Resource Absences list does not update in the Profile tab after delta priming.

Scope Support

• Briefcase only supports the Everything, Mine, and Assigned to Me scopes, even though a list view can use other scopes, such as Queue.

Service Appointments

• We prime a maximum of 2,000 service appointments.
• Work Order and Work Order Line Item are the only parent objects for Service Appointment that are fully supported for Performance Priming.

Unsupported Objects

• Briefcases don't support some objects and they aren't primed for using Performance Priming. These objects include AssetAttribute, Milestone, and AssetType.