Salesforce Summer ‘20 Release – Field Service Highlights

Salesforce announced their Summer ‘20 release and you won’t want to miss the field service highlights! We greatly enjoyed attending the release readiness webinar virtually (Can anyone say “confetti”?!). Salesforce is working hard to enhance the functionalities of Field Service Lightning (FSL) and its mobile app, continuing to blaze a trail for future success for field service teams everywhere. As field service is our bread and butter, we selected the most impactful features we feel will help FSL and Service Cloud become stronger and more robust than ever.

Read on to find out what our top picks are!

Mobile App

What’s always been great about the FSL app is that it’s geared toward mobile and front-line workers, making it independent from the core Salesforce app. The goal of FSL mobile is to provide service resources with the ability to quickly enter information about installations, repairs and service appointments. 

Here’s what’s new:

Deep link actions – this feature will allow mobile workers to launch a link that will help them navigate to another app with the simple click of a button. 

Why it’s awesome:

Imagine a service technician, busy repairing machinery at a customer site, and needing to input multiple pieces of information from other applications relevant to the products they are servicing. Instead of having to exit FSL, mobile team members will be able to utilize the deep link action to navigate to “connected” apps straight from the record they are on, such as the work order, with the click of a button. This allows mobile workers to have access to vital information from multiple sources seamlessly. The new feature will also allow for the transfer of information to other components of the cloud by grabbing data from the connected app, leading to accuracy and efficiency. 

Core FSL Features (and Managed Package)

With enhancements to the mobile app streamlining the workflow, there are additional features that will be available to enhance the browser experience. Check out what’s coming soon to the FSL browser experience below:

Advanced Recurrence Feature 

Here’s what’s new:

The Advanced Recurrence feature expands support for preventative maintenance, down to warranty and serial number or lot/batch number. This simplifies how contract managers improve maintenance schedules. This feature interacts with calendars and schedules, and has the potential to carry over to work orders as part of your business process.

How is it used:

With Google calendar-style maintenance schedules, you can allow the user to associate yearly, monthly, weekly and daily recurrence patterns on maintenance schedules for their assets. Parallel or dependent service schedules are based by priority; this new feature also allows users to define major and minor maintenance plans by creating rules that can be prioritized via a sort order value. 

In relation to work orders, the advanced recurrence feature helps users manually generate work orders with one click. Users can utilize Advanced Recurrence to define multiple granular calendar style recurrence patterns for work orders. 

Why it’s awesome:

We love how automation helps the field service team and overall workforce move faster and perform more efficiently. With advanced recurrence, this is sure to optimize performance for scheduling and keep customers happy with on-time preventative maintenance.

Resource Management – Shifts and Expenses

Here’s what’s new:

From seasonal coverage for holidays, to the COVID-19 pandemic, businesses need systems that can accommodate frequent changes to workforce availability. With the improved Shifts view features, options like multi-day shifts allow you to quickly edit records to show more data at a glance. The improved view lets the user select which fields to display on the Shift view such as job profile, status, service territory, shift number and start time. 

Along with the new Shift features, expense management grants mobile workers the ability to easily capture work-related expenses, and you can create an expense report from these items as part of your business process. Capturing expenses as part of a work order will help techs on the go not miss a beat or a cent! 

Why it’s awesome:

By simplifying and clarifying resource management with extra efficiency, field service administrators can focus on the big picture rather than tedious tasks, helping everyone be more productive.

Count Rule

Here’s what’s new:

Count rules are a type of work rule that allows admins to create parameters to not overload service resources. For example, setting a weight limit of equipment for each resource per day. You can also limit the number of appointments per resource per day to meet regulations and contractual obligations. With the enhancements, you are able to easily hover over a shift and make changes to the record without navigating away from the Shifts view. 

Why it’s awesome:

With this new support for workforce planning, managers can ensure resources meet daily schedule needs and limitations as well as load capacities. With a Count rule in place, dispatchers and service agents can easily select the pertinent Count rule to filter candidates based on the requirement. 

There you have it – our field service highlights for the FSL Summer ’20 release! The features extend beyond what we’ve mentioned here, and there may be some additional pieces that can help complete and improve your service processes. You can read through Salesforce’s Release Notes here.  Feel free to drop us a line and we’ll be happy to field your questions, and don’t forget to pass these field service highlights on to your teams and Salesforce admins! We wouldn’t want anyone to miss out.