Salesforce Field Service : A Beginner's Guide to Creating, Managing, and Automating Field Service

Salesforce Field Service A Beginner's Guide to Creating, Managing, and Automating Field Service

Salesforce Field Service (formerly Field Service Lightning) connects customers, workforce, and products on a single platform to deliver exceptional on-site services. This book guides Field Service enthusiasts in creating, managing, and automating support with use cases and real-time examples. You wi...

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Detalles Bibliográficos
Autor principal: Chatrati, Saiteja (-)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Berkeley, CA : Apress L. P. 2023.
Edición:1st ed
Materias:
Salesforce (Online service)
Customer relations > Management > Data processing.
Marketing > Management > Data processing.
Sales management > Data processing.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009786708906719
Tabla de Contenidos:
  • 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
  • Field Service Mobile App Features
  • Setting Up the Field Service Mobile App
  • Minimum Requirements of the Field Service Mobile App
  • Installing the Field Service Connected App
  • Giving Users Access to the Field Service Mobile App
  • Assigning Service Record Access
  • Installing the Field Service Mobile App
  • Customizing the Field Service Mobile App by User Profile
  • Branding the Field Service Mobile App
  • Tracking Service Resource Geolocation
  • Excluding Specific Service Resources from Geolocation Tracking
  • Offline Priming in the Field Service Mobile App
  • Push Notifications for the Field Service Mobile App
  • Setting Up Automatic Status Changes
  • Creating Global Actions
  • Creating Quick Actions
  • Building Flows for the Field Service Mobile App.
  • Creating App Extensions for the Field Service Mobile App
  • Order of Actions
  • Using the App
  • Logging In to the Field Service Mobile App
  • Touring the App
  • Creating a Service Report
  • Managing the Inventory in the Field Service Mobile App
  • Adding Resource Absences
  • Adding Timesheets
  • Understanding the Differences Between the Salesforce Mobile App and Field Service Mobile App
  • Summary
  • Chapter 8: Field Service Deployment, Testing, and Analytics
  • Deployment Phases
  • Pre-deployment Planning
  • Pre-deployment Documentation
  • Allocate Resources
  • Identify Potential Issues and Risks
  • Budget Planning
  • Rollout Communication Planning
  • Implementation and Testing
  • Testing and Quality Assurance
  • Field Service Health Check
  • Post-deployment Support
  • Best Practices
  • Key Performance Metrics
  • Reports and Dashboards Analytics
  • Future Trends for Salesforce Field Service
  • Summary
  • Index.

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