Assign a Service Appointment to a Service Crew in Field Service Lightning

Overview

This post is about how to assign a Service Appointment to a Service Crew and log in as a Service Crew.

Steps

Step 1. Create Operationing Hours

Step 2. Create Service Territory

Step 3. Create Users

Step 4. Create Service Crew

Step 5. Create Service Resources and create Service Territory Members to Technicians

Step 6. Create Service Crew Members

Step 7. Assign Service Territory to the Service Resource related to Service Crew and activate it

Step 8. Create Service Appointment

Step 9. Assign Service Appointment to the Service Crew

References

Step 1. Create Operationing Hours

Operating Hours -> New -> Fill the fields as the screenshot and save.

Step 2. Create Service Territory

Service Territory -> New -> Fill the fields as the screenshot and save.

Step 3. Create Users

We will create one user per technician. They will be called: Technician User 1 and Technician User 2.

Technician User 1: Setup -> Users -> Fill the fields as the screenshot and save ->Enable the user when you receive the email.

Technician User 2: Setup -> Users -> Fill the fields as the screenshot and save ->Enable the user when you receive the email.

Assign these permission sets to both users NOTE: FSL Mobile License is only necessary if you use FSL Mobile App.

Step 4. Create Service Crew

Service Crew -> New -> Fill the fields as the screenshot and save.

Step 5. Create Service Resources and create Service Territory Members to Technicians

We will create 3 Service Resources: Technician 1, Technician 2 and Service Resource (Crew). The last one is needed to create the Service Crew. Morever, we have to assign previous created user for “Technician 1” and “Technician 2”.

Technician 1: Service Resource -> New -> Fill the fields as the screenshot and save.

In this new record, click on ‘New’ in the ‘Service Territories’ related list -> Fill the fields as the screenshot and save

Technician 2: Service Resource -> New -> Fill the fields as the screenshot and save

In this new record, click on ‘New’ in the ‘Service Territories’ related list -> Fill the fields as the screenshot and save.

Service Resource (Crew):

Before creating this Service Resouce, we have to add “Service Crew” field in the Service Resource page layout.

Service Resource -> New -> Fill the fields as the screenshot and save (NOTE: we will active it and create its Service Territory Member later).

Step 6. Create Service Crew Members

We will assign both Technicians to the Service Crew.

Service Crew Member 1: Service Crew -> ‘Service Crew 1’ record -> on the ‘Service Crew Members’ related list, click on ‘New’ button -> Fill the fields as the screenshot and save.

Service Crew Member 2: Service Crew -> ‘Service Crew 1’ record -> on the ‘Service Crew Members’ related list, click on ‘New’ button -> Fill the fields as the screenshot and save.

Step 7. Assign Service Territory to the Service Resource related to Service Crew and activate it

Service Resource -> ‘Service Resource (Crew)’ record -> ‘Edit’ button -> Activate the record

On this record, click on ‘New’ in the ‘Service Territories’ related list -> Fill the fields as the screenshot and save.

Step 8. Create Service Appointment

Service Appointment -> New -> Fill the fields as the screenshot and save

Step 9. Assign Service Appointment to the Service Crew

Field Service -> click on the ‘Filter Territory’ icon -> select the created Service Territory -> Save

Click on the ‘clock’ icon -> enable all the times (NOTE: make sure time range is correct to render your Service Appointment)

Drag the Service Appointment from the Service Appointment List (left hand side) to the Gantt chart to “Service Resource (Crew)”

Service Appointment -> your Service Appointment record -> if you check the ‘Assigned Resource’ related list, then you can see that the Service Appointment was assigned to the 3 Service Resources.

References

Create Service Crews

Work in the Dispatcher Console Gantt

Create Service Appointments for Field Service

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