Field Service Lightning What’s in the New FSL Managed Package?

Yaron Dror

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Agenda

Field Service Lightning Winter ’17 Managed Package •  Background •  What’s in it? •  What’s new comparing to the “Summer” managed packages? •  Migrating to Winter ‘17 FSL and the new MP

Demo

Let’s Catch Up and Set the Stage…

FSL Delivered Major Platform Extensions in Winter ‘17 •  Significant set of new Standard Objects extend Salesforce platform and Service Cloud •  Shift away from custom objects provided by Managed Package to standard objects •  Introduced standard Service Appointments, and field operations model

Standard objects are foundation for: •  New Managed Package (Jan ‘17) used for scheduling, optimization, & Dispatch Console •  New FSL mobile app (Feb ’17)

What’s in the FSL Managed Package(MP)?

Scheduling Logic •  Finding optimal assignment •  Flexible scheduling policies •  Continuous schedule

optimization

Dispatcher Console •  Gantt and Map views - real

time visibility into the field •  In day exception handling •  Planning with ease

Scheduling Actions •  Truth-based appointment

booking •  Emergency dispatch •  Get candidates

 FSL MP main deliverables

Admin App •  Configure Scheduling policies •  Settings page •  Permission sets in a click of a

button

Sharing tools •  Dispatchers only see

information related to the territories they are covering

•  Technicians only access published schedule

•  Drip feed

More •  Salesforce calendar sync •  Time Slots, Skills and

Capacities editors •  Appointments status flow •  More…

What’s New?

Scheduling Logic

  What’s new comparing to the “Summer” managed packages?

▪  Time-Phased Service Territories - allow greater flexibility in modeling where you resources can take work, in different periods of time.

▪  Auto-schedule based on a flexible scheduling policy - for example, close due-date jobs can now be scheduled using ‘High intensity’ policy, while other jobs can use the ‘Customer first’ policy.

▪  Dynamic Priority - create your own calculated priority field and the scheduling engine will respect it. For an example, you can use formula fields to reflect increase in priority of close due-date jobs.

▪  Pinned statuses for scheduling engine

What’s New?

Dispatcher Console

  What’s new comparing to the “Summer” managed packages?

▪ The Dispatcher Console now supports Service Appointments and WO/WOLI parent information.

▪ Visualization of Relocation on Gantt - Previously Dispatchers could not see information of a resource that was relocated to their territory.

▪ Revamped candidates UI in the Dispatcher Console

What’s New?

Scheduling Actions

  What’s new comparing to the “Summer” managed packages?

▪ Emergency and Candidates quick actions are now global actions - leverage these scheduling tools across objects.

▪  Revamped Settings page - a clean UI with search capabilities

and some new exciting features like creating permissions sets for your users with a click of a button.

Admin App

Sharing tools

▪ Time-phased sharing with support for relocation - allows you to make sure Dispatchers can only access the information they need when they need it, based on the Service territories they are covering.

What’s New?

More

  What’s new comparing to the “Summer” managed packages?

▪ Scheduling Audit - new fields that record how was the appointment scheduled (by the scheduling engine or manually) and with which scheduling policy

▪ Revamped Time Slots Editor – clipboard enable easy creation of recurring Time Slots

▪ Install 1 Managed Package only - previously there were 2 packages needed

▪ Lightning support – The managed package is now certified for the Lightning experience

Field Service Lightning Extends Platform

Schedule Work with Service Appointments Define Your Footprint with Service Territories Manage Your Workforce with Service Resources Manage Schedules with Operating Hours

Standard objects, get your standard objects!

Migrating to Winter ‘17 FSL and the new MP (January ’17)

•  Adopt Service Appointments –  Migrate custom Services to Service Appointments

–  Use with Work Orders, Work Order Line Items, Accounts, Assets, Opportunities

•  Implement standard “Setup” objects in place of custom objects provided thru Summer MP –  Territory Management (service territories for locations) –  Resource Management (service resources, skills, work types, capacity, absence)

–  Schedule Management (operating hours/time slots for calendars/days)

•  Install and Setup the Winter ‘17 MP (January GA, safeharbor)

–  Scheduling Policies –  FSL Admin App (includes standard objects for configs where applicable)

–  FSL Settings

•  Setup the FSL Mobile App (Feb GA, safeharbor)

Demo

thank y u

Appendix & Reference

What’s New?  What’s new comparing to the “Summer” managed packages?

▪  Time-Phased Service Territories - allow greater flexibility in modeling where you resources can take work, in different periods of time.

▪  Emergency and Candidates quick actions are now global actions - leverage these scheduling tools from every object!

▪  Auto-schedule based on a flexible scheduling policy - for example, close due-date jobs can now be scheduled using ‘High intensity’ policy, while other jobs can use the ‘Customer first’ policy.

▪  Dynamic Priority - create your own calculated priority field and the scheduling engine will respect it.

▪  Time-phased sharing with support for relocation - allows you to make sure Dispatchers can only access the information they need when they need it, based on the Service territories they are covering.

▪  Pinned statuses for scheduling engine

▪  Scheduling Audit - new fields that record how was the service scheduled (by the scheduling engine or manually) and with which scheduling policy

What’s New? (Cont.)  What’s new comparing to the “Summer” managed packages?

▪  The Dispatcher Console now supports Service Appointments and WO/WOLI parent information.

▪  Revamped Settings page - a clean UI with search capabilities and some new exciting feature like creating permissions sets for your user with a click of a button.

▪  Visualization of Relocation on Gantt - Previously the dispatcher could not see information of a resource that was relocated to his/her territory.

▪  Revamped candidates UI in the Dispatcher Console

▪  Revamped Time Slots Editor – clipboard enable easy creation of recurring Time Slots

▪  Install 1 Managed Package only - previously there were 2 packages needed

▪  Lightning support – The managed package is now certified for the Lightning experience ▪ 

What was removed? Several features were removed to make way for more innovation

▪  Service Recurrence chatter action – Will be replaced by new functionality as part of the Preventive Maintenance Module which allows you to define frequencies of recurrences (Summer 17’)

▪  Service report chatter action - standard functionality with the Spring ‘17 release and available in the new mobile app

▪  Basic Part Management (Service_Products/Resource Products) - Replaced by the new standard object model for (Spring 17)

▪  Custom Breadcrumbs object – Replaced by Big Data objects to track breadcrumbs (Summer 17) as well as LastKnownLocation field on the Assigned_Resource Standard object (GA)

▪  Predictive Travel Matrix - will be replaced with a new automated predictive traffic capabilities powered by Einstein(Spring ’18)

▪  Background bulk jobs -The Jeopardy, Reminder and Bulk Schedule scheduled jobs were removed - Can be implemented today with a Process Builder and will be added as examples for documentation and accelerated implementation.

▪  Salesforce Reports & Dashboards for all custom objects removed - With the new standard object model you can create custom reports on the new standard object. For Summer 17 and onwards we plan to add Wave dashboard and Lenses for FSL.

▪  Basic Timesheet management (clock reports) - Will be replaced with job clock functionality as part fo the employee service reporting towards end of this year (SH)