Field Service

Service CloudField ServiceField Service for developers: licensing and the split between core objects and the managed package, the full data model (work orders, service appointments, resources, territories, operating hours, skills, inventory, maintenance plans), scheduling policies and Enhanced Scheduling and Optimization, the Dispatcher Console and mobile app, the FSL Apex scheduling APIs, Agentforce for Field Service, and a worked example that turns a case into a scheduled appointment.Advanced · about 90 minutesWhat you will learn

Explain what Field Service provides in core Salesforce versus the Field Service managed package

Draw the Field Service data model and explain how work orders, service appointments, resources and territories relate

Describe scheduling policies, work rules, service objectives and Enhanced Scheduling and Optimization

Use FSL.AppointmentBookingService, FSL.GradeSlotsService and FSL.ScheduleService from Apex

Model inventory and preventive maintenance with ProductItem, ProductConsumed and MaintenancePlan

Automate the case-to-work-order-to-appointment flow and know where Agentforce fits

Contents

Overview and licensing

The data model

Scheduling and optimization

The Dispatcher Console and mobile app

Apex scheduling APIs (FSL namespace)

Agentforce for Field Service

Worked example: from case to scheduled appointment

Reporting and useful queries

Best practices

Common pitfalls

Hands-on exercises

Key takeaways