Customize Push Notifications for the Field Service Mobile App

Push notifications alert your mobile workforce to approaching appointments and scheduling changes.

Required Editions

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.

User Permissions Needed
To customize push notifications:	Customize Application

You can extend or replace the default notifications using custom notifications.

Make sure that the connected app (different from the app itself) is downloaded.
Enable notifications in Setup.
1. From Setup, enter Field Service Settings in the Quick Find box, then select Field Service Settings.
2. Under Notifications, select Enable notifications, and save your changes.
Choose when service appointment notifications are sent.
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select Field Service Mobile Settings.
2. Next to your mobile settings configuration, click Edit.
3. Under Customization, select how to send appointment notifications and then save your changes.
  - When you select Send appointment notifications on assignment, workers are notified when they’re assigned to a service appointment and when their assignment is changed or removed. They’re not notified when they're dispatched for the appointment. If a worker changes or is removed from the service appointment after they were assigned, they still receive the notification, regardless of the status of the service appointment.
  - When you select Send appointment notifications on dispatch, workers are notified when the status of the service appointment changes to Dispatched and when their assignment is changed or removed. If a worker changes or is removed from the service appointment after it's dispatched, they still receive the notification.
  - When you select both options, workers receive assignment and dispatch notifications.
  - If you select neither option, no service appointment notifications are sent.
    
    Note The notification received on the Field Service mobile app shows this message: [User] assigned resource [Service Resource] on Service Appointment [Appointment]. This signals to the technician that the appointment is ready to be picked up. This happens at assignment time (when an Assigned Resource is created) or dispatch time (when an assigned Service Appointment is dispatched) based on the settings selected.
  - When you select Send emergency appointment notifications on dispatch, workers receive an emergency notification with a distinct sound and vibration when an emergency service appointment is dispatched. The emergency notification replaces the Send appointment notifications on dispatch notification for emergency appointments, so workers receive one alert instead of two. Notifications for non-emergency appointments don't change. Salesforce uses the Emergency field on the service appointment to identify emergencies, and the emergency notification plays a built-in sound that your admin controls.

Workers also receive push notifications in the following circumstances.

Followers of a service appointment receive a separate notification regarding the service appointment assignment to another worker.
A Chatter text post is made on a work order that the worker follows.
A Chatter file post is made on a work order that the worker follows.
A feed-tracked change is made to a work order that the worker follows.
(iOS only) A feed-tracked change is made to a service appointment that the worker follows.
Push notifications or chatter posts push the most recent record data onto the mobile device.

Note Mobile workers aren't automatically added as followers to work orders and service appointment records that they're assigned to. Consider creating an Apex trigger on the service resource object to add or remove users as followers when assignments change.