sf-field-service

name	sf-field-service
description	Configures Salesforce Field Service including work orders, service appointments, scheduling, service territories, and mobile workforce management. Use when setting up Field Service, configuring scheduling policies, building dispatch console, or creating mobile flows. Do NOT use for standard Case management (use sf-cloud-service) or general Flow (use sf-flow).

Field Service

Core Responsibilities

1. Configure work orders and service appointments
2. Set up service territories and operating hours
3. Configure scheduling policies and optimization
4. Build dispatch console customizations
5. Create mobile-optimized flows for field technicians

Field Service Data Model

Work Order
├── Work Order Line Item (individual tasks)
├── Service Appointment (scheduled time slot)
│   ├── Assigned Resource (technician)
│   └── Service Territory
├── Required Skill (skills needed)
└── Product Required / Consumed
    └── Product Item (inventory)

Service Resource (technician)
├── Service Territory Member (territory assignments)
├── Resource Skill (technician skills)
├── Resource Capacity (working hours)
└── Service Crew Member (team assignments)

Key Objects

Object	Description
Work Order	Job to be completed
Service Appointment	Scheduled time for the job
Service Resource	Technician / field worker
Service Territory	Geographic area
Operating Hours	Business hours for scheduling
Scheduling Policy	Rules for auto-scheduling
Skill	Required competency

Work Order Configuration

-- Work orders with appointments
SELECT Id, WorkOrderNumber, Status, Priority,
    (SELECT Id, Status, SchedStartTime, SchedEndTime,
            ServiceResource.Name
     FROM ServiceAppointments)
FROM WorkOrder
WHERE Status != 'Completed'
ORDER BY Priority DESC

Scheduling Policies

Policy Type	Description
Customer First	Minimize customer wait time
High Intensity	Maximize resource utilization
Soft Boundaries	Allow overflow between territories
Emergency	Override normal scheduling rules

Scheduling Objectives (weighted)

Objective	Description
Minimize Travel	Reduce drive time between appointments
Minimize Overtime	Stay within working hours
Match Skills	Assign qualified technicians
Priority	Honor work order priority
Preferred Resource	Assign customer's preferred tech
Territory	Keep resources in their territory

Service Territory Setup

<?xml version="1.0" encoding="UTF-8"?>
<ServiceTerritory xmlns="http://soap.sforce.com/2006/04/metadata">
    <name>San Francisco Bay Area</name>
    <isActive>true</isActive>
    <operatingHoursId>BusinessHours_Standard</operatingHoursId>
    <parentTerritoryId>California</parentTerritoryId>
</ServiceTerritory>

Mobile Flow for Technicians

Service Appointment opened on mobile
├── Screen: Confirm arrival (update status to "In Progress")
├── Screen: Checklist of tasks
│   └── Loop: For each Work Order Line Item
│       ├── Checkbox: Task completed
│       └── Text: Notes
├── Screen: Parts consumed
│   └── Add Product Consumed records
├── Screen: Customer signature (capture component)
└── Update: Service Appointment status → "Completed"

Common Queries

-- Unassigned appointments
SELECT Id, AppointmentNumber, ParentRecordId, Status
FROM ServiceAppointment
WHERE Status = 'None' AND SchedStartTime = TODAY

-- Resource availability
SELECT Id, ServiceResource.Name, ServiceTerritory.Name,
       EffectiveStartDate, EffectiveEndDate
FROM ServiceTerritoryMember
WHERE ServiceResource.IsActive = true

-- Skill matching
SELECT Id, ServiceResource.Name, Skill.MasterLabel, SkillLevel
FROM ServiceResourceSkill
WHERE Skill.MasterLabel = 'Electrical'

Cross-Skill References

• For case-to-work-order automation: see sf-cloud-service
• For scheduling flows: see sf-flow
• For mobile LWC: see sf-lwc
• For deployment: see sf-deploy