Salesforce Field Service is used by a wide variety of customers across many industries.
The tasks and activities that you do can vary significantly depending on your industry, business
model, and service operations model. At Salesforce, we relate your core business objectives,
needs, and user workflows to a job you need to do. The jobs framework helps us understand what
customers want to achieve by focusing on their needs and how the product or service can address
them. The use cases identify the core job, large or small, that a user must perform, solve, or
complete to succeed. Review the different use cases, understand what industries they're most
common in, and learn about the scheduling and optimization features and solutions Field Service
offers to solve them.
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. |
This is a Field Service managed package feature.
When setting up your workforce, consider your main jobs and the related jobs. Your main job is
the core task that you want to achieve. The related jobs are supplementary tasks that enhance
your overall experience and make you more successful.
- Represent My Workforce in Field Service
To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers as service resources in Field Service.
- Define Which Field Service Resources Perform Work and Where
Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on their expertise, supported work types, and relevant geographies or lines of business.
- Define When Field Service Resources Perform Work
Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable. Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available.
- Define Field Service Work
Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule and execute work efficiently and effectively.
- Manage the Field Service Schedule
Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals.
