What s New in the Field Service Lightning Managed Package: Implementation Notes

Transcription

1 What s New in the Field Service Lightning Managed Package: Implementation Notes Salesforce Winter

2 Draw Your Territories on the Map with Map Polygons Schedule Work Over Multiple Days How to enable MDW Notes and limitations: Schedule Work Dependencies with Complex Work Reserve Time Slots for Designated Work Display Service Resources in all Their Territories How to activate Notes Limitations Control Which Absences Appear on the Resource Gantt How to enable Schedule High Priority Appointments Over Those of Lower Urgency Field Technicians Automatically Follow Their Appointments How to Enable Display Both Planned and Actual Travel Routes on the Console Map Set Custom Permissions for Field Service Lightning Users Set Drip Feed at the Territory Level Permissions Updated Automatically

3 Draw Your Territories on the Map with Map Polygons It s no longer hip to be square (note to l10n remove, don t translate). Draw your own territories directly on the map, then link them to your service territories. This feature is available in Salesforce Classic and Lightning Experience. You can draw polygons straight on the map or import them in KML format through API. Draw a polygon on the Field Service map and then associate it to a Service Territory by selecting it in the drop down. When a new Service Appointment is created theervice territory field is auto populated based on the Appointment s address. You can also use map polygons to apply bulk actions to all the Service Appointments in that polygon, straight from the Field Service map view.

4 How to Enable: 1. Permissions Add the Polygons Custom Permissions to the FSL Dispatcher permission set: a. FSL Polygons create/update b. FSL Polygons view c. TIP: if you would like only some of your users to view or create/update polygons create your own permission sets and assign these to users.

5 2. Settings : a. Classify service to territory based on polygon (y/n) - Once checked, whenever a Service Appointment s address is changed, a trigger will try to match the geolocation to a polygon, if there is a match the Service Appointment is assigned to that polygon s territory. i. The trigger fires upon updates of the Latitude and Longitude fields of the Service Appointment. ii. The Classification will happen only if the Service Territory field is blank. b. Territory classification policy (Highest/Lowest) If the Service Appointment geolocation is matchs more than one polygon, classify the appointment to the Root territory (highest) or to the lowest territory in the hierarchy. i. When creating polygons you should not create overlaps unless there are parent-child relationships between the corresponding service territories (for instance East Village and New York). In a parent-child scenario the trigger will only assign the appointment to the top level territory or to the lowest territory. Middle tier territories will never be assigned to Service Appointments and as best practices you should not create overlapping polygons in those cases. 3. Using the Polygons Layer on the Map To view, create or update your polygons on the map view open the Dispatcher Console, select the Map view, click on Map Layers and select Polygons:

6 a. Create a new Polygon: i. Click on New. ii. Name your Polygon. iii. Select a color. iv. Select a Service Territory (optional). v. Draw your polygon on the map. vi. Click save. b. Update a polygon: i. Select your polygon from the tree view on the right. ii. Click Edit. iii. Save. c. Polygon Bulk Actions

7 i. Schedule / Unschedule / Dispatch - Schedule, unschedule or dispatch all the Service Appointments which are shown on the Polygon in the current view (the List view filter is controlling which appointments are shown). ii. In Jeopardy - set the In Jeopardy checkbox field as true for every Service Appointment which is shown on the polygon. iii. Delete Polygon iv. Cut Intersections - allow you to select a polygon and cut its intersections with other polygons. The upper polygon is intersecting with the bottom polygon

8 From polygon actions select cut intersection, select the relevant polygons and click go End Result: the polygon is now trimmed and there are no intersections (no overlapping polygons) Limitations : 1. This feature support loading of up to 200 polygons to the dispatcher console. 2. A single polygon cannot have more than 3,200 coordinates. Schedule Work Over Multiple Days You can now schedule appointments that take multiple days. This feature is available in Salesforce Classic and Lightning Experience. The Field Service Lightning scheduling engine calculates the appointment scheduled end time based on the scheduled start time, the duration, and the service resources operating hours and absences.

9 Multiday work has the same benefits as same day work in the dispatcher console, including, scheduling quick actions and optimization. Here s an example of an 8 hour work order that spans across one full day, two partial days, or four days due to a weekend in between. One full day. Two partial days. Four days including a weekend. There is also a new five-week view in the dispatcher console so you can view MDW a month out.

10 Note that in the five-week view you will only see SAs that has the Multi day evaluated to True. How to enable MDW - Navigate to Field Service Settings, then click Logic. Next to Multi day service field, select Is Multiday. Note that you can select any standard or custom checkbox field (or formula of type checkbox) instead of Is Multiday. - Add the Multi Day checkbox to service page layouts. - If a service will span multiple days, select this checkbox on the service (or just use formula of type checkbox to automate this). Permissions Add the MDT View Custom Permission to the FSL Dispatcher permission set: TIP: if you would like only some of your users to be able to access the MDT view you can create your own permission sets and assign these to your users.

11 The Multi-day service will now span over the needed time based on its duration and the assigned resource availability. The MDW assignment duration will also account for the respective travel from\to home base and lunch break time. Multi-day is supported in the following scheduling actions - - Drag and Drop - Get candidates - Get Candidates would only show the time in which the MDW can start - Appointment booking - Scheduling from the Gantt or the quick action - Reshuffle - Optimization Notes and limitations: - The service start and end times must be in valid time slots of the assigned resource s calendar. The resource can t be assigned to any other service during the multi-day service. - MDW won't work with the SLR beta feature - resulting in Aerial travel calculation for the MDW. This will change when SLR will be GA. - MDW that overlaps with other services won't trigger the fix overlaps capability - MDW won't span over more than 8 weeks (Finish-Start) - If the required assignment duration is longer than 8 weeks, you will see a visual indication that alerts you that the duration shown is not enough to complete the SA - The MDW calculation would run upon - Assigned resource change - SA duration change - SA start change Schedule Work Dependencies with Complex Work Stay on top of project dependencies by scheduling time for them between appointments. This feature is available in Salesforce Classic and Lightning Experience. To ensure everything is ready for a complicated work order, define a chain of appointments with time dependencies such as appointments that must start at the same time or appointments that can be scheduled to start only after the completion of another appointment. A new Complex Work Visualforce page helps defining these dependencies with ease. Schedule any size chain of appointments right from from the Complex Work page or use the scheduling actions, dispatcher console and optimization to schedule chains of two appointments.

12 Types of dependencies: - Same start - the SAs will only start together - Start after finish - SA 1 will start after SA2 is finished - Same resource - both SAs will be scheduled to the same resource Related service appointments - schedule all or nothing How to enable - Scheduling -> General Logic -> Enable multi stage work Tips: - You can view the related work of an SA by right-clicking the SA on the Gantt and selecting Show related Notes and Limitations: - The related work feature that was available in prior versions is not recommended to be used as this feature replaces it - Maximum of 2 at a time Reserve Time Slots for Designated Work Create specific time slots dedicated to service appointments that meet your criteria. This feature is available in Salesforce Classic and Lightning Experience. You can now create time slots on the calendar that dictates availability designated to specific type of work. Right click time slot to select one\several checkbox fields available on the SA object. The schedule engine will only schedule the time slot with SAs with one of the selected checkbox evaluated to True.

13 To add additional checkbox options to the calendar editor context menu: 1. Add a checkbox field to the SA object 2. Add this field to the Designated Work Fields field set on the SA object To enforce the scheduling engine to adhere to the designated work time slots add the Designated Work Scheduling work rule to a respective Scheduling policy

14 Display Service Resources in all Their Territories You don t have to leave the Resource Gantt chart to view your mobile workforce secondary service territory memberships. This feature is available in Salesforce Classic and Lightning Experience. View your service resources in every territory that they re associated with. Previously service resources displayed only on the Gantt chart for their primary service territories. How to activate - In the field service settings app - Go to Scheduling -> Dispatcher Console UI -> Show secondary Service Territory Members on Gantt chart. - Add the View Resource on secondary STM Custom Permission to the FSL Dispatcher permission set: - TIP: if you would like only some of your users to be able to view Secondary Service Territory Members you can create your own permission sets and assign these to your users.

15 Notes - Get Candidates action will show green mark on the STM with the same territory as the service - Drag & Drop - when dragging from service list or dragging on the gantt, the services are dragged together on all of the resource s rows. Limitations - Utilization - Territory utilization does not calculate secondary STMs. - When Gantt visibility is based on territory timezone, only secondary STMs with the same TZ as the primary will be visible. If the primary is filtered out from the Gantt, the other secondaries will be visible and the services and calendars will be shifted according to these secondary STM timezone. Control Which Absences Appear on the Resource Gantt Only approved absences block your technician s availability and appear on the resource gantt chart. Unapproved resource absences are not considered in scheduling nor shown on the Gantt until they are approved. This feature is available in Salesforce Classic and Lightning Experience. Important note: Before enabling this feature, make sure you approve all existing absences. You can create an approval process for absences. The approval process should check the Approved c field.

16 How to enable In the field service settings app - activate Scheduling -> General Logic -> Activate approval confirmation on resource absences Schedule High Priority Appointments Over Those of Lower Urgency Specify which appointments ignore other lower priority appointments when scheduling. This feature is available in Salesforce Classic and Lightning Experience. When a service appointment is allowed to ignore lower priority appointments, scheduling urgent appointments, and rescheduling lower priority appointments, is much easier. To enable scheduling over lower priority SAs a SA should have: 1. Higher priority 2. Checked FSL Schedule_over_lower_priority_appointment c The schedule engine will then completely ignore the lower priority SAs on the Gantt. The dispatcher can then manually fix the overlap, or call Fix overlap function to auto fix the schedule. Tip: Priority can be set as any numeric field on the WO\WOLI, you can even create a dynamic priority by using a formula field of type number that will change the priority based on conditions such as type of job or proximity to the WO due-date. Once you have selected the relevant numerical field, make sure you point the scheduling engine to it in Scheduling -> General logic -> Work order priority field

17 Field Technicians Automatically Follow Their Appointments No longer will your mobile workforce have to click Follow on every record in their work log. Service appointments and their parent records are automatically followed by the service resource when the appointment is dispatched. This feature is available in Salesforce Classic and Lightning Experience. Field technicians using the Field Service Mobile App automatically follow records associated to their service appointments when the appointment s status category is changed to Dispatched or In Progress. Also, once the appointment is no longer in the Dispatched or In Progress categories, the assigned technician is automatically removed as a follower of all associated records. How to Enable Go to Field Service Settings tab > Sharing > Automation and check Assigned resources to automatically follow service appointment upon Dispatch / In-progress states. Once checked the Service Appointment and the Work Order parent (or Work Order Line Item if it is the parent) will be followed by the assigned resource user once the appointment was set to Dispatched / In-progress status category, so chatter post will be sent as push notifications to the Field Service Mobile app. Once the appointment is no longer in the Dispatched or In-progress status categories, the record will be unfollowed, allowing the user not to exceed the limitation for number of followed records. Display Both Planned and Actual Travel Routes on the Console Map The scheduling engine uses street level routing to schedule your technician s day appropriately. On the day of service, the Field Service Lightning Mobile App tracks the actual route taken. Now you can see both routes together on the resource map view. This feature is available in Salesforce Classic and

18 Lightning Experience. The planned route is in blue and the actual route is pink. Notice the small detour, perhaps for a quick lunch break. When opening the resource details from the Gantt, go to the Map tab and select a specific day. The actual route is based on the history of the resource s Last Known Location field. This field is automatically updated by the FSL mobile app. Set Custom Permissions for Field Service Lightning Users Got that one user that does it all or another who specializes in just one task? Set custom user permissions to control access to actions and views for certain users. This feature is available in Salesforce Classic and Lightning Experience. Custom permissions are applicable to: Bulk actions such as dispatch, optimize, and schedule Console list views such as appointments for various statuses (canceled, flagged, scheduled, unscheduled, in jeopardy), contractors, gantt chart, to do, etc. Resource scheduling actions, such as fill-in and fix overlaps Appointment scheduling actions, such as schedule, reshuffle, and group nearby Gantt views, such as multi day work and month views

19 Map polygon actions such as create, edit, and view Service territory utilization Creating service resource absences from the gantt chart Viewing secondary territory members on the gantt chart For example, if you d like only a few dispatchers to be able to optimize your schedule, so the system isn t bogged down with too many optimization requests, you can create custom permissions for bulk actions in the dispatcher. For instance: FSL.Bulk Dispatch FSL.Bulk Optimize FSL.Bulk Schedule Removing any of these custom permissions will hide the action in the user interface. A user with the FSL.Bulk Optimize custom permission sees the Optimize action. Those without the FSL.Bulk Optimize custom permission can t run an optimization.

20 Set Drip Feed at the Territory Level Drip feed is an older feature, we can set what s next for the project. Used to be org wide, now you can set for territory. If you don t set a territory, it s org wide. Permissions Updated Automatically Tired of pushing our buttons? You can stop that now. Your field service user permissions are automatically updated. This feature is available in Salesforce Classic and Lightning Experience. Note: If you manually install the Field Service Lightning managed package, you must update your permissions manually as well by clicking on the Permission Sets update button under Field Service Settings tab> Getting Started > Permission Sets.