--- schema_version: "1" id: d434f69513f75dbbe9dde46a80a87bf1c08c4227a1102373467779b2418e5cb4 title: Field Service Core Data Model collection: developer version: current locale: en-us portal_url: https://docs.salesforce.com/developer/current/en-us/service-cloud/field-service-dev/guides/field-service/source-files/fsl-dev-soap-core.md canonical_url: https://developer.salesforce.com/docs/service/field-service-dev/guide/fsl-dev-soap-core.html source_site: developer.salesforce.com content_type: documentation content_hash: 4384c13c626a240de362f2c990744787f0d761d83cfb06d48e5dd40980c02322 products: - Field Service Developer Guide - Service Cloud Developer Content --- # Field Service Core Data Model Use Field Service’s core objects to complete essential field service tasks such as managing work orders, defining your service territories, and tracking your workforce. **note:** Asterisks in the following diagrams signify required fields. _Work orders_ represent work to be completed for your customers, and are central to field service operations in Salesforce. To divide the work further for billing purposes or to track subtasks, add work order line items, which are child records of work orders. ![Work Order diagram](https://developer.salesforce.com/media/field-service-dev/fsl_dev_wo.png '{"class": "image-xs"}') Work orders offer a great deal of flexibility. They can be associated with many types of records, including: - _Assets_, to track work performed on a specific asset - _Cases_, to indicate that the work is being performed as part of a customer case - _Accounts_ and _contacts_, representing the customer - _Entitlements_ and _service contracts_, to indicate that the work is being done to fulfill a service-level agreement While work orders describe the work to be performed, _service appointments_ represent the visits your team makes to the field to perform the work. They include scheduling settings such as an arrival window, scheduled start and end times, and appointment duration. Every service appointment has a parent record. The parent record is typically a work order or work order line item, but you can also add child service appointments to accounts, assets, leads, or opportunities to track related visits. A record can have multiple child service appointments; for example, a work order may have two service appointments if two visits were needed to complete the work. ![Service appointment diagram](https://developer.salesforce.com/media/field-service-dev/fsl_dev_sa.png) If your team often performs the same tasks for multiple customers, create _work types_ to standardize your field service work. Work types are templates that can be applied to work orders and work order line items. On a work type, you can define the duration of the work and add _skill requirements_ to indicate the level of expertise needed to complete the work. You can also opt to auto-create a child service appointment on any record that uses the work type. Work orders and service appointments are supported by a variety of objects that control when and where the work occurs, the nature of the work, and who performs it. ![Core diagram](https://developer.salesforce.com/media/field-service-dev/fsl_dev_core.png) ## Who Performs the Work Members of your mobile workforce are represented in Salesforce as _service resources_. A service resource represents an individual technician who can be assigned to a service appointment. You can also create _service crews_, which are groups of service resources with complementary skills and experience that can be assigned to appointments as a unit. To assign a service resource to a service appointment, create an _assigned resource_ record. Assigned resources contain lookups to a service resource and a service appointment. To assign a service crew to an appointment, first create a representative service resource record with a resource type of Crew. Then, create an assigned resource record that looks up to the Crew service resource. Service resources come with several objects that let you define their skills and availability: - _Service resource skills_ represent a service resource’s certifications or levels of expertise. - _Resource capacity_ records track the hourly or job-based capacity of contractors. - _Resource absences_ represent time when a service resource needs to miss work. - _Resource preferences_ designate specific service resources as preferred, required, or excluded on a work order or account. ## Where the Work Occurs _Service territories_ are the places where your team can perform field service work and are a way to organize your service resources. They typically represent geographic territories such as cities or counties but may also represent functional divisions like sales versus service. A _work order_ can be associated with one service territory. _Service resources_ are assigned to one or more service territories as _service territory members_ to indicate that they are available to work in the territory. ![Territory diagram](https://developer.salesforce.com/media/field-service-dev/fsl_dev_territory.png) ## When the Work Occurs _Operating hours_ indicate when your team can perform field service work. They can be assigned to accounts, service territories, and service territory members. To add detail to operating hours, create _time slots_, which represent the hours of operation in a particular day. ![Operating hours diagram](https://developer.salesforce.com/media/field-service-dev/fsl_dev_oh.png) If a customer _entitlement_ includes terms regarding when the customer has access to field service, you can track these hours on the entitlement using the **Operating Hours** field (API name: `SvcApptBookingWindowsId`). For example, if Customer A is entitled to service Monday through Friday from 8 AM to noon, but Customer B is entitled to 24/7 service, you can create operating hours for each customer and assign them to the related entitlement. **See Also** - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/articleView?id=fs_oh_considerations.htm)