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Field Service Lightning
The Best Assistant for your
Customer Support Operations

• Salesforce Field Service Lightning (FSL), one of
  the
• finest products for field workers and technicians
• within the Salesforce CRM, leverages the full
  potential
• of the Salesforce CRM platform to assist
  dispatchers
• to prioritize and schedule jobs more effectively.

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Field Service Lightning Managed Packages

• To harness the power of Field Service Lightning,
  the users need to install two managed packages
• 1. Base Package - It consists of the Object Data
  model.
• 2. Lightning Package - It consists of the Field
  Service Lightning App.

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What are the three main parts of
Field Service Lightning?

• Core Features
• When Field Service Lightning is activated, the
  users get access to a set of standard objects
  found in Setup andas tabs in Salesforce.
• Managed Packages
• A guided setup tool
• A dynamic scheduling console
• A scheduling optimizer
• Scheduling triggers and policies
• Mobile Application
• The Field Service Lightning mobile application
  for iOS and Android is an ultimate tool for field
  service technicians and workers.

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Four Main Users of Field Service Lightning

• Field Service users fall into the following
  categories

FSL Administrator
FSL Agent
FSL Mobile Worker or Technician
FSL Dispatcher
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• FSL Administrators
• Admins are behind the setting up the core
  features and assigning required permissions to
  users.
• FSL Agents
• They are responsible for receiving inquiry calls,
  handling cases and work orders, and booking
  appointments.
• FSL Dispatchers
• Dispatchers schedule and assign technicians to
  work orders intelligently and scheduling
  appointments based on skills and routing policy.
• FSL Mobile worker or Technician
• They are responsible for receiving work orders
  and appointments, managing and updating job
  progress, and delivering a seamless customer
  experience through the mobile application.

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Steps to Enable Field Service Lightning

• Step 1
• Go to Setupgtgt Field Service Settingsgtgt Enable
  Field Service Lightning.
• Step 2
• In the Notifications section, choose "Enable
  notifications" to send notifications to users on
  the Salesforce mobile app, and the FSL mobile app
  about the status of work orders and service
  appointments.
• Step 3
• In the Auto-Created Service Appointments
  section, choose 'Days After Created Date' to
  define the due date for a certain number of days
  on auto-created service appointments.

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• Step 4
• In the "Sharing" section, choose one of the
  following options
• Choose 'Share dispatched service appointments
  with their assigned resources.
• Choose 'Share service appointments parent work
  orders with their assigned resources'
• Step 5
• In the 'knowledge Search' Section, choose the
  work order and work order line item fields to
  display the suggested Knowledge articles based on
  the selected fields
• Step 6
• And then, click Save.

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Conclusion

• Salesforce Field Service Lightning provides users
  with the comprehensive tools that are required to
  schedule and assign work orders, schedule
  appointments, and manage your mobile workforce.
• Hear right from our certified FSL experts to
  explore how FSL allows businesses to deliver
  intelligent, fast timely, personalized, and
  productive on-site services to their customers.
  Check out the webinar video at https//bit.ly/2QkI
  vMB.

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Thank You