Intro
Table of Contents
About the Author
About the Technical Reviewers
Chapter 1: Introducing Salesforce Field Service
Field Service Players
Field Service Life Cycle
Field Service Challenges
Why Salesforce Field Service?
Salesforce Field Service Use Cases
Use Case: Automotive
Use Case: Real Estate
Use Case: Healthcare and Life Sciences
Use Case: Food and Beverages
Components of Salesforce Field Service
Relationship Between Salesforce Service Cloud and Field Service
Enabling Salesforce Field Service
Summary

Chapter 2: Salesforce Field Service Objects and Data Model
What Work Is to Be Performed
Who Performs the Work
Where the Work Is Performed
When the Work Is Performed
With What
For Whom
Summary
Chapter 3: Step-by-Step Field Service Implementation
Field Service Business Use Case
Enable Field Service
Install the Field Service Managed Package
Manage Field Service Permissions Set Licenses
Assign Page Layouts
Check for Data Integration Rules
Using the Guided Setup
Setting Up Service Territories and Operating Hours
Setting Up Work Types and Skills

Setting Up Service Resources
Setting Up Dispatchers and Agents
Customizing Appointment Booking
Customizing Scheduling Policies
Creating Work Orders
Summary
Chapter 4: Scheduling and Optimization
What Is Schedule Optimization?
How Does the Optimization Engine Work?
Scheduling Policies
Work Rules
Service Objectives
Adding Work Rules and Service Objectives to the Scheduling Policy
Schedule Optimization Key Pointers
Optimization Options
Set Up Optimization
Create the Field Service Optimization Profile and User

Authorize the Field Service Optimization User
Activate Optimization
Monitor Optimization Requests
Relevance Groups
Service Appointment Time Attributes and Life Cycle
Using Scheduling Actions
Summary
Chapter 5: Managing Field Service Capabilities
Managing Service Resources
Logging Timesheets
Creating Service Crews
Creating Resource Absences
Preventive Maintenance
Maintenance Plans
Maintenance Plan Work Rules
Calendar-Based Work Rule
Criteria-Based Maintenance Work Rule
Usage-Based Maintenance Work Rule
Maintenance Assets

Generating Work Orders for Maintenance Plans
Managing Service Reports
Service Report Template
Using the Dispatcher Console
Gantt
Rule Violations on the Gantt
Map
Summary
Chapter 6: Inventory Management
Inventory Management Use Case
Inventory Management Objects and Data Model
Configuring Inventory
Setting Up Inventory Locations
Setting Up Product Items
Setting Up Required Products
Requesting Products
Transfer Inventory
Tracking Inventory Consumption
Tracking Return Orders
Summary
Chapter 7: Extending Field Service to Mobile Devices