Automatically Dispatch Field Service Appointments

Dispatch scheduled service appointments to your mobile workers. While you can dispatch appointments from the console, you can also set up jobs that automatically dispatch or drip feed the next appointments.

Required Editions

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.

Package icon This is a Field Service managed package feature.

User Permissions Needed
To set up a scheduled job or drip feed for dispatching:	One of these custom permission sets: FSL Admin Permissions FSL Dispatcher Permissions

User Permissions Needed

To set up a scheduled job or drip feed for dispatching:

One of these custom permission sets:

FSL Admin Permissions
FSL Dispatcher Permissions

Auto-Dispatch Service Resources

Set up scheduled jobs that dispatch your resources automatically.

From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
Click Dispatch.
Optionally, click Drip Feed and set up drip feed dispatching. Drip feed waits and dispatches another appointment after the current appointment is complete.
Click Scheduled Jobs.
1. Select the option to mention assigned resources when they’re dispatched for an appointment. This option isn't supported when dispatching a service appointment using an automated process user.
2. Select the Chatter feed where the mention should appear.
3. Edit the provided Auto Dispatch job, or create one.
4. Select territories that the job should use in dispatching service resources to appointments.
  The job dispatches resources based on service territory memberships, not territories of service appointments. A job considers primary and relocation service territory memberships.
5. Create a schedule when the job runs.
6. Set filter criteria that selects which service appointments to consider.
7. Set a job horizon; that is, the number of days in advance to dispatch.
8. Enter a username that’s notified when the job runs.
  Field Service replaces this username with the corresponding user’s email.
9. Click Save.
Optionally, select the job and click Run now.
When the job runs, it changes the status of the dispatched appointments from Scheduled to Dispatched. If you customize statuses for the service appointment workflow, the job changes status from the Service Appointment is tentatively scheduled setting to the status for the Service appointment is sent to its resource setting.

Note When one of these settings is enabled, an async sharing job can run after every status change on a service appointment: Field Service Settings | Sharing | Scheduled Jobs | Enable User Territories sharing, or Field Service Settings | Dispatch | Scheduled Jobs | Mention assigned user when the Service Appointment is dispatched.

Example Create a job that runs daily at 6AM and dispatches resources in Los Angeles for appointments that are In Jeopardy. The job dispatches resources with a primary or relocation service territory membership of Los Angeles for the selected In Jeopardy appointments.

Drip Feed Service Appointments

Dispatch appointments to your mobile workers at a steady pace. When your schedule changes frequently, drip feed helps to prevent confusion because it waits to dispatch another appointment until the current one is complete.

For drip feed dispatching, the service appointment can be in any status except for Completed, Cannot Complete, or Canceled. And, the status must allow the transition to the status set in Field Service Settings for the Service Appointment is sent to its resource setting.

From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab.
Click Dispatch.
Click Drip Feed and turn on drip feed dispatching.
Set the default number of appointments to drip feed.

Tip When you want a service territory to use a different drip feed rate, set the value in a field on that territory. A drip feed setting on a service territory overrides the default value.

For example, if the value is set to two, drip feed tries to maintain two appointments in each worker’s queue. When the first appointment completes, drip feed dispatches another. Drip feed is triggered to dispatch another appointment only if a Dispatched or In-Progress appointment in the queue is Canceled, Completed, or Cannot Complete.
Click Scheduled Jobs, and create a job that dispatches appointments using your drip feed settings.
All scheduled jobs respect drip feed settings and don’t dispatch more appointments if doing so exceeds the drip feed value. If you disable drip feed, edit scheduled jobs so that dispatching works the way you want.