Salesforce is a powerful tool that can help you manage your business more efficiently. But with so many different objects and data models to keep track of, it can be overwhelming to know where to start. That’s why we’ve put together this guide to help you understand the Salesforce Field Service Core Data Model and Objects. We’ll break down the various components of the data model and explain how they work together to help you manage your field service operations. Whether you’re new to Salesforce or just looking for some helpful tips, this guide has something for everyone. So, let’s dive in and explore the world of Salesforce Field Service!
What are Field Service Data Objects?
Field Service Data Objects (FSDOs) are data structures used in field service management software to store information about job assignments, technicians, work orders, and other aspects of field service operations. FSDOs function as a bridge between field service applications and databases, allowing data to be easily accessed, analyzed, and manipulated in real-time.
Top 5 Benefits of Field Service Data Objects
FSDOs typically include a range of fields, such as customer information, job status, technician availability, and estimated completion times. They may also include fields for tracking inventory, equipment, and other resources needed to complete a job.
- FSDOs are designed to be flexible and customizable, allowing field service organizations to tailor their data management systems to meet their specific needs.
- FSDOs can be accessed and updated in real-time by both office staff and field technicians, allowing for more efficient communication and coordination between all parties involved in a job.
- Field Service Data Objects are designed to accommodate a wide range of field service operations, from simple maintenance activities to complex repair jobs. They provide a flexible framework for capturing and storing data related to customer profiles, equipment information, work orders, and service history. This data can be used to identify trends, optimize scheduling, and improve overall performance.
- Another key benefit of Field Service Data Objects is their ability to integrate with other software systems. This allows field service organizations to leverage data from other sources, such as CRM systems or ERP systems, to improve their operations.
- Field Service Data Objects also support communication between field service technicians and back-office personnel through real-time updates and alerts.
Overall, FSDOs are a crucial component for any field service organization looking to streamline their operations and leverage data for improved decision-making. By providing a standardized way to manage and process field service data, FSDOs enable organizations to improve efficiency, reduce costs, and enhance customer satisfaction.
Read More: Salesforce Field Service Optimization Guide
Field Service Core Data Model Explained
Manage work orders, define service regions, and track your employees with Field Service’s core objects.
Note: Asterisks in the following diagrams signify required fields.
Work orders indicate work to be completed for your clients and are fundamental to Salesforce field service operations. Add work order line items, which are child records of work orders, to further divide the work for invoicing purposes or to manage subtasks.
Work orders offer a great deal of flexibility and can be associated with many types of records, including:
- Assets – for tracking task performed on a specific asset.
- Cases – for indicating that the work is being performed as part of a customer case.
- Accounts and contacts – used for representing the client.
- Entitlements and service contracts – for indicating that the work is completed for fulfilling an SLA (service-level agreement).
Service appointments reflect the visits your team makes to the field to complete the job, whereas work orders specify the work to be done. They feature scheduling options, including an arrival window, scheduled start and end, and appointment length.
A parent record is kept for each service appointment. The parent record is often a work order or work order line item, but you can also monitor related visits by adding child service appointments to accounts, assets, leads, or opportunities. A record may have numerous service appointments; for example, a work order may contain two service appointments if the work required two trips to complete.
If your team frequently performs the same tasks for several customers, define work types to regulate your field service work. Work types are templates that can be applied to work orders and line items on work orders. You can determine the time of the task and add skill criteria to reflect the amount of competence required to perform the work on a work type. You can also choose to make a child service appointment automatically on any record that uses the job type.
Work orders and service appointments are backed up by a number of objects that govern when and where the work is done, the type of the job, and who does it.
Who Performs the Work?
Salesforce Field Service represents members of your mobile workforce as service resources. A service resource is a specific technician who can be allocated to a service call. Service crews, which are groups of service resources with complementary abilities and expertise that may be allocated to appointments as a unit, can also be created.
Create an assigned resource record to allocate a service resource to a service appointment. Lookups to a service resource and a service appointment are included in assigned resources. Before assigning a service crew to an appointment, create a representative service resource record with the resource type of Crew. Then, create an assigned resource record that references the Crew service resource.
Service resources come with several objects that allow you to specify their skills and availability:
- Service resource skills – They represent a service resource’s skills, certifications or different levels of expertise.
- Resource capacity – records track the hourly or job-based capacity of contractors.
- Resource absences – They represent time when a service resource is not available or needs to miss work.
- Resource preferences – They designate specific service resources as preferred, required, or excluded on a work order or account.
Read More: How to Create Skills in Salesforce Field Service?
Where the Work Occurs?
Service territories are locations where your team can carry out field service work and serve as a means of organizing your service resources. They often reflect geographic areas such as cities or countries, but they can also represent functional divisions, such as sales versus service.
Get More Info: How to Set Up Service Territories and Set Operating Hours?
A work order can be assigned to a single service territory. As service territory members, service resources are assigned to one or more service territories to indicate their availability to work in the territory.
Read More: Service Resources & Territories in Field Service: What It Is And How To Use It?
When the Work Occurs?
Operating hours specify when your team is available for field service work. Accounts, service territories, and service territory members can all be assigned to them. Create time slots that indicate the hours of operation on a specific day to give detail to operating hours.
Overall, the Field Service Core Data Model and Objects allow businesses to streamline their field service operations by providing an intuitive and efficient way to manage tasks, appointments, and resources all in one place. It’s a powerful tool that can help businesses save time and resources while providing top-notch customer service.
To Sum Up
Salesforce Field Service has extensive data models with objects to keep track of that it can be difficult to comprehend how everything works together. This guide has provided you with a high-level overview of the Salesforce Field Service Core Data Model and its key objects. So, whether you’re new to Salesforce or just want to brush up on your skills, this guide will undoubtedly come in handy!
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Author
Service Cloud/Field Service Specialist
Ali Zakir is a Salesforce consultant/advocate specializing in Service Cloud and Field Service. With 25 years of experience in IT business management and operations, Ali empowers organizations to go beyond solving complex customer challenges and meeting business requirements.
