Salesforce Agentforce Field Service and Operations Consultant

A resource is anything you can send to a job. You create technicians, dispatchers and crews, assign the license type each user needs, and record skills and absences so scheduling works with accurate people.

• Resource types: technician, dispatcher and crew
• Which license suits which user
• Skills and skill levels
• Absences and resource capacity
• Crews and crew members
• Maintaining resources over time

You build A resource roster of technicians, a crew and dispatchers, with skills.

Territories decide where work can go and hours decide when. You build territory hierarchies, assign members, and set operating hours, time slots and holidays so appointments respect real working conditions.

• Service territories and hierarchy
• Primary, secondary and relocation members
• Operating hours and time slots
• Holidays and time zones
• Territory design for coverage and travel
• Maintaining territories as the business grows

You build A territory structure with members and operating hours for one region.

Work types package how a kind of job is done: duration, skills and steps. You configure work orders and line items, add work plans, reports and milestones, and relate each order to the appointments that deliver it.

• Work types: duration, skills and required products
• Work order and line item hierarchy
• Creating work orders from cases and assets
• Work plans and steps
• Service reports and templates
• Entitlements and milestones on work orders
• Linking work orders to service appointments

You build Work types and a work order template with a plan, milestones and service report.

An appointment moves through statuses from none to completed, and each change drives automation and visibility. You configure status values and categories, arrival windows and dependencies between visits.

• Appointment statuses and status categories
• Earliest start, due date and arrival window
• Dependencies between appointments
• Assigning resources to appointments
• Canceling, rescheduling and cannot complete
• Automating status changes

You build A status model and automation covering the full appointment lifecycle.

A scheduling policy is a set of work rules and objectives that decides who is a good candidate. You choose rules, weigh objectives such as travel and urgency, and test how a change alters the answers.

• Work rules and what each one enforces
• Service objectives and their weights
• Standard policies and when each fits
• Building a custom scheduling policy
• Candidates and why one ranks first
• Testing a policy against real appointments

You build A custom scheduling policy tested on sample appointments.

Scheduling finds candidates and dispatching releases work to people. You compare scheduling and dispatch options, from manual drag and drop to drip feed, and set up the dispatcher console around them.

• Manual and automatic scheduling
• Choosing the service type for a scenario
• The dispatcher console and Gantt chart
• Dispatching manually and by drip feed
• Emergency and urgent work
• Resolving overlaps and conflicts

You build A dispatcher console setup with a dispatch approach for urgent and routine work.

Complex days need more than first-fit scheduling. You set up optimization that rebuilds routes across resources, compare global, in-day and resource-level runs, and weigh the cost of changing plans for people already on the road.

• What optimization adds to scheduling
• Global routing across territories
• In-day optimization during the day
• Resource schedule optimization
• Optimization requests and results
• Travel time and map settings
• Keeping chosen appointments fixed

You build An optimization setup whose results are compared with manual scheduling.

Technicians work from a phone, often with poor signal. You configure the mobile app for key processes, offline use and customer sign-off, and learn how it differs from the Salesforce mobile app.

• Field Service app and Salesforce app compared
• Offline use and what to prime
• Quick actions and flows for the technician
• Capturing customer signatures
• Generating service reports on site
• Mobile layouts and settings

You build A configured mobile experience for a technician, from dispatch to sign-off.

Parts decide whether a visit finishes. You choose how products are priced and tracked on vehicles and in warehouses, and follow consumed parts through transfers, replenishment and return orders.

• Products, product items and locations
• Price books for consumed products
• Products required and products consumed
• Transfers between locations
• Inventory models for vehicle and warehouse stock
• Return orders and their line items

You build An inventory model with locations, transfers and a return order process.

Assets are what you service. You maintain asset records and hierarchies, relate assets to each other and to accounts and sites, and update them as work completes so history stays reliable.

• Asset records and ownership
• Asset hierarchy for parts and assemblies
• Asset relationships between customers and sites
• Warranties and service contracts on assets
• Updating assets from completed work
• Asset history and reporting

You build An asset structure for one customer, with a hierarchy and relationships.

Planned work prevents breakdowns. You build maintenance plans from assets, frequencies and work types, control when work orders are generated, and choose the right plan design for a given scenario.

• Maintenance plans and maintenance assets
• Frequency, start date and generation horizon
• Work types and work order generation
• Plans for one asset or many
• Adjusting dates and generated work
• Choosing the plan design for a scenario

You build A maintenance plan that generates work orders for a group of assets.

Field staff should see their jobs and little else. You match permission sets to roles, share service appointments with the resources assigned to them, and use territories to scope what dispatchers and agents see.

• Permission sets for dispatcher, technician and agent
• Object and field access for Field Service objects
• Sharing appointments with assigned resources
• Territory-based access
• Sharing with crews
• Testing access from each role’s view

You build A permission and sharing design tested from each role’s point of view.

Take a field operation and design the whole solution: resources, territories, work, scheduling, mobile, parts, assets and access. You present the design and defend each trade-off as you would to the client.

• Reading the field operation brief
• Designing resources, territories and work
• Choosing scheduling, dispatch and optimization
• Planning mobile, inventory and maintenance
• Presenting and defending the design

You build A complete Field Service design for one operation, from resources to access.