df13 cory cowgill_theater_session_mobile_app_field_service

Case Study: Building a Mobile App for Field ServiceCase Study: Building a Mobile App for Field Service

Cory Cowgill

The Warranty Group

Salesforce Analyst & Force.com MVP

@corycowgill

Safe harborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Agenda Mobile Application Case Study Overview

• Service Cloud and Platform Features

• Quick Intro to Mobile Architecture

• Live Demonstration – Tap to Case

Application Functionality and Code Deep Dive• Mobile UI with jQuery Mobile

• Salesforce Mobile SDK for Security & REST API Access

• NFC Phonegap Plugin for Serial Number Scanning

• HTML5 Canvas for Client Signature Capture

• Camera Access for Case Documentation

• Chatter API for Social Feeds on Cases

Tap To Case

A complete application for mobile field service agents.

Salesforce.com Solution

Case ManagementCTI IntegrationDispatch & SchedulingService Agreements (Entitlements)Social Feeds

Security Authentication & AuthorizationREST API Access

Quick Intro – Hybrid Mobile Architecture HTML5 & Javascript Based

• Allows developers to reuse existing

skillsets.

Allows access to device API• Provides greater access to device

hardware via PhoneGap plugins.

Trade Off• Application performance will not be

as quick as purely native

applications.

Demonstration Tap To Case

• HTML5 Hybrid App

• Android (NFC)

• Mobile Field Service

Mobile UI with jQuery Mobile

Themes & Styling

Navigation• Single Page

• Multiple Page

• Sidepanel

UI Elements• Content Sections (DIV w/ Data-Role)

• Buttons

• Lists

• Effects

Mobile UI with jQuery Mobile Code

Salesforce Mobile SDK – Security & OAuth

Salesforce Mobile SDK – Query, Insert Case Data

Force TK Client Query & Insert DataforcetkClient.query("Select Id, CaseNumber, Description, Status, Subject, Priority, ContactId, Contact.Name, Contact.Email, Contact.Phone, Account.Name, AccountId, Account.BillingStreet, Account.BillingCity, Account.BillingState, Account.BillingPostalCode, Device__c, Device__r.Name, Device__r.Model__c, Device__r.Serial_Number__c, (Select Id, Subject, StartDateTime from Events order by StartDateTime limit 1 ),(Select Id, Name, Quantity__c, Part__r.Name from Case_Parts__r) from Case",onSuccessSfdcCases, onErrorSfdc);

Force TK Security & Session Management

NFC Phonegap Plugin Register NFC Listener

On NFC Read Event - Process Case Query

HTML5 Canvas for Client Signature Capture Create a Canvas Element

On Touch Events Draw the Signature

HTML5 Canvas for Client Signature Capture Capture Signature Content in JavaScript for Upload

Camera Access for Case Documentation On Camera Button Link

Capture the Image Content Returned

Social API – Chatter Feeds Query Query Chatter Records

function pullCaseChatter(){

forcetkClient.query("Select c.Id, c.CreatedBy.Name, c.CreatedById, c.CreatedDate, c.Body, (Select Id, FeedItemId, ParentId, CreatedById, CreatedBy.Name, CreatedDate, CommentBody, InsertedById, CommentType, RelatedRecordId From FeedComments),(Select Id, FeedItemId, FieldName, OldValue, NewValue From FeedTrackedChanges) From CaseFeed c where ParentId = '" + selectedCase.Id + "'", onSuccessSfdcCaseFeed, onErrorSfdc); }

Social API – Chatter Feeds Display Display in A Collapsible jQuery Mobile DIV

Putting it all together

Additional Resources

Developer Force• http://developer.force.com

• http://wiki.developerforce.com/page/

Developing_Mobile_Applications_That_Support_Near_Field_Communication_(N

FC)

GitHub• https://github.com/corycowgill/MobileFieldServiceApp

Salesforce Mobile Gallery• http://www2.developerforce.com/mobile/gallery

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