SALESFORCE FIELD SERVICE LIGHTNING - OBJECT MODEL - V1.

0 - MARK CANE - 2019-03-10

Manage - Work Orders :
Track the work your team performs on customer products.
Standard Object
Setup - Work Orders: Create Work Order:
Configure Object Access, FLS and CustomTab permissions. From the Work Orders tab or Related List click New. Field Service Object - Territory & Scheduling
Page layout Fields. Optionally select a Work Type (template)
Page layout Related Lists (Work Order): Enter Address Field Service Object - Workforce Management
• Child Work Orders: The work order’s child work orders Optionally select a Pricebook (allows WLI to be linked to a PriceBookEntry)
• Object Milestones: Milestones on the work order (available only if entitlement management is set up) Enter tax amount (if pricing is being tracked)
• Products Consumed: Products used during the completion of the work order Field Service Object - Work Orders
Add child records via related lists (see above)
Work Order Management: • Product Requests: Products requested for the work order
Work Types - Template that auto-populates fields on Work Orders; Duration, required skill, minimum crew size • Product Request Line Items: Line items on product requests Add Service Resource Preferences:
etc. • Products Required: Products needed to complete the work order Preferred or Excluded.
• Resource Preferences: Preferred, required, or excluded service resources on the work order Work orders inherit their account’s resource preferences
Setup - Work Types: • Service Appointments: Appointments indicating when the work is scheduled Lookup Relationship
Scheduling; Required Resources and Excluded Resources work rules, which are included in the Customer First scheduling policy.
Work Types - fields inherited by Work Orders and Work Order Line Items: • Service Reports: Reports summarizing the work for customers The Resource Priority service objective measures an appointment’s adherence to resource preferences of the Preferred type.
Duration, Duration Type, Required skills (Skill Requirements Related List), Required products (Products • Skill Requirements: Skills needed to complete the work order Master Detail Relationship
Outside of the Field Service Lightning managed package, resource preferences serve as a suggestion rather than a requirement.
Required), Linked articles (Articles Related List). • Time Sheet Entries: Schedule of technicians’ time spent on the work order
• Work Order Line Items: Subtasks or steps on the work order Add Required Skills:
Work Types - fields inherited by Service Appointments: Duration, Duration Type Configure Status picklist values; New,In Progress,On Hold, Completed,Cannot Complete,Closed,Canceled Scheduling; enforce skill requirements via the Match Skills work rule.
Custom Status values must be mapped to a Status Category (list as above) Outside of the Field Service Lightning managed package, required skills serve as a suggestion rather than a requirement.
Add a work type to an existing work order, the work order inherits the skill requirements and required products This model includes Primary Objects and relationships only.
if the work order didn’t yet have any. Updating a work type doesn’t affect existing work orders. Add Work Orders related list to Account, Asset, Case, Entitlement .. Page Layouts Attach Articles:
Work order line items don’t inherit their parent work order’s skill requirements or required products. For information purposes exclusively.
Salesforce Classic: In the Articles related list on a record, click Find Article to search for an article, and then attach it.
Auto-Create Service Appointment; a service appointment is created (Default: Due Date is 7 days after the Setup - Knowledge : Salesforce Classic console: To attach articles to work types, use the Articles related list on the work type. To attach articles to work orders or
created date) when the work type is applied to a work order or work order line item. A service appontment isn’t Add Articles related list to Work Order and Work Order Line Item Page Layouts work order line items, use the Knowledge One widget or the Articles related list.
created if the work order or work order line item already has an appointment. Lightning: Add Knowledge Component to Work Order and Work Order Line Item Page Layouts. No suggested articles. Lightning Experience and the Lightning Experience console: In the Knowledge component on a record, search for the article and then attach it.
Knowledge Articles; When you attach a knowledge article to a work type, the article shows up on work orders Console: Add the Knowledge One widget to the console sidebar - Layout editor. Suggested articles.
and work order line items that use the work type. The latest article version is inherited.  Quick actions and global actions aren’t supported for linked articles. Pricing:
Work Order fields: Discount*, Sub-total*, Total Price*, Grand Total*, Price Book, Tax (* calculated from WLI)
Setup - Skills: Setup - Path: for Work Order, Work Order Line Item and Service Appointment Status. Service Resource Management:
Work Order Line Item fields: Discount, Sub-total*, Total Price*, List Price*, Product, Unit Price* (copied from Product)
Add Skills (ignore User and Profile assignments - relate to Live Agent only) Service resources are Users or Groups (service crews) that perform field service work. Service Resources are assigned Service Appointments.
Assign to Service Resources along with Start/End date and Skill level (0 - 99.99)
Example; Work Order "Widget Machine Installation", Products "Widget Machine" "Site Assessment" "Installation"
Skill example; Electrician Grade II Certification Setup - Service Resources
Manage - Maintenance Plans : From the Service Resources tab click New (or Resource Definition page in Guided Setup)
Preventative maintenance plans for specific customer assets. Enter User, or Service Crew
Maintenance Plan Maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Set as Active
MaintenancePlan Specify type; Technician, Dispatcher, or Crew
Create Maintenance Plan: Dispatcher requires [Field Service Dispatcher] permission set license and can’t be capacity based, included in schedule optimisation or added
Preventative Maintenance From the Maintenance Plans tab or Related List click New. to crews.
Plan for Specific Customer Enter Start/End Date Select Capacity-Based if the resource is limited (hours or appointments). Define the via Capacities related list.
… Optionally select a Work Type (template) - inherits duration, required skills and products, and linked articles. Select Include in Scheduling Optimization to assign service appointments during optimization.
Select Account and Contact. [Field Service Scheduling] permission set license required.
Select Service Contract.
Select Location. Add Capacity:
Enter Generation Timeframe (3) and Generation Timeframe Type (Months) - timeframe for which Work Orders are generated. Service Resource - Capacities Related List - New Resource Capacity
Object Fields:
Account Enter first Work Order date (set as Work Order Suggested Maintenance date) Start & End Dates (can't overlap across across capacity records for the same Service Resource)
Select Auto-generate work orders (otherwise Generate Work Orders button on the maintenance plan layout). Time Period (e.g. Months) Manage - Service Resources
Auto generate Work Orders?
Work Order Generation Method & Status Select a Work Order Generation Method: one work order for each asset or one parent work order with a work order line item for each asset. Hours per Time Period (e.g. 80)
If work order generation method is One work order line item per asset, select a Service Appointment Generation Method: one service or, Work Items per Time Period Timesheets:
Window Start & End
appointment for the parent work order or one service appointment for each work order line item. Timesheet is made up of time sheet entries, which track specific tasks, travel time, and break time.
Frequency
Frequency Type {Days,Weeks,Months,Years} Enter title and description Add Efficiency (Managed Package feature):
Title Save and add covered Maintenance Assets via the Assets related list. From 0.1 to 10. 1 = average efficiency. Timesheets tab - create New
Description Schedule Optimisation : Duration / Efficiency = Actual time to perform an appointment Select Service Resource
Create a Resource Priority service objective based on the Service Resource Efficiency field to prefer more effiicient Service Resources. Enter Start & End Date
Add Timesheet Entries via Related List.
Assign Manually to Service Appointments via the Assigned Resources related list.
Absences:
Typically the following Permission Sets are assigned to Field Engineers. Define when a service resource is unavailable to work - respected by Schedule Optimisation.
Object Fields: Field Service Scheduling (include in schedule)
Entitlement Maintenance Asset Work Type Description Field Service Mobile (access to the Field Service Lightning Mobile App) Service Resource layout - Absences Related List - Select Non Availability Record Type.
Entitlement MaintenanceAsset WorkType Duration Type {Hours,Minutes} Gantt labels are a managed package feature.
Estimated Duration Setup - Service Crews
SLA Customer Asset covered by Defined Unit of Work with Service Report Template A Service Crew is a group of Service Resources whose combined skills and experience make them a good fit to work together on Service Daily Travel Routine:
Maintenance Plan estimated duration Auto Create Service Appointment? Scheduling optimizer uses street-level routing to schedule a Service Resource's day.
Appointments.
… … The Field Service Lightning Mobile App’s geocoding feature tracks the actual route taken.
… Service Crew and Service Resource to represent the crew is required. Both the planned and actual routes together are visible on the resource map view.
A Service Resource can be a member of multiple crews as long as the membership dates don’t overlap.
Assignment notifications are sent only to Service Resources that are assigned individually. Service Resource Calendar:
Object Fields: Crew leaders can edit assigned appointments and their parent records, while members can only view them. Calendar tab on the Service Resource layout.
Maintenance Plan Object Fields: Crew geolocation is based on the leader’s location. Resource Absences can be colour-coded via the Gantt Color field (6-digit hex code).
Asset Subject
Priority {Low,Medium,High,Critical} Limit Access to Field Service Records: Manage - Service Crews
Status {New,In Progress,On Hold,Closed,Cannot Complete,Cancellled} Set OWD to private (Work Order, Work Order Line Items and Service Appointments) Service Appointments assigned to a crew have all active crew members added as assigned service resources, if
Description Field Service Settings; the appointment date changes the assignment is re-evaluated if the crew changes it is not.
Account Share dispatched service appointments with their assigned resources?
Asset Share service appointments’ parent work orders with their assigned resources? Crew management tab
Case
Let service crew members edit their service appointments?
Sub total
User Territory sharing job - run daily to manage Service Territory Member record access (backwards time horizon).
Tax
Total Price

Object Fields:
Account / Contact Case Work Order Service Resource Skill Service Resource Resource Absence
Account, Contact Case WorkOrder ServiceResourceSkill Skill ResourceAbsence
Skill Level
Customers Service Case Work to be performed on Service Resource Start Date Scheduled Periods of
Customers’ Products Capabilities End Date Absence (Unavailability)
… …
… … …

Object Fields:
Service Resource
Start Time
End Time
Type {Vacation,Meeting.Training,Medical}

Price Book Asset Work Order Line Item Skill Requirement Skill Service Crew Member Service Crew Resource Capacity Timesheet
PriceBook2 Asset WorkOrderLineItem SkillRequirement Skill ServiceCrewMember ServiceCrew ServiceResourceCapacity Timesheet

Product Price Books Customer Asset (Product) Work to be performed for a Skill Required for Related Skills that can be assigned to Service Resource Group Group of Service Resources Service Resource Capacity Service Resource
specific Product Record Users and Profiles Membership for Work Timesheet
… …
… … … … … … …

Object Fields: Object Fields: Object Fields: Object Fields: Object Fields: Object Fields:
Skill Name Service Resource Name Service Resource Service Resource
Object Fields:
Required for (Work Order,Work Order Line Item,Work Type) Description Service Crew Crew Size Start Date Status {New,Submitted, Approved}
Work Order
Skill Level Language Leader? End Date Start Date
Maintenance Plan
Start Date Time Period {Day,Week,Month} End Date
Return Order
End Date Work Items per Time Period
Product (PBE)
Hours per Time Period
Location
Subject
Priority {Low,Medium,High,Critical}
Object Fields:
Status {New,In Progress,On
Service Resource
Hold,Closed,Cannot
Related Record (Account,Work Order)
Complete,Cancellled}
Preference Type {Preferred,Required,Excluded}
Unit Price
Quantity
Sub total
Product PriceBookEntry Total Price Resource Preference Service Resource Service Territory Member Timesheet Entry
Product2 PriceBookEntry Product ResourcePreference ServiceResource ServiceTerritoryMember TimesheetEntry

Asset Type Product Product Pricing Specific User enabled as a Service Service Resource assigned to Time allocated to
Service Resource Resource a Service Territory Work Orders
… … relationships
… … … …

Object Fields: Object Fields: Object Fields:

User Service Resource Work Order
Name Service Territory Work Order Line Item
Resource Type : { Technician, Dispatcher, Territory Type { Primary, Secondary, Relocation } Start Time
Crew, Agent } Address End Time
Active Operating Hours Duration
Description Start Date and Time Type { Direct, Indirect }
Include in Scheduling Optimisation End Date and Time Status {New,Submitted, Approved}
Capacity Based

Assets & Inventory: Service Territories:

Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your User Digital Signature Service Territory Operating Hours Service Territories - represent geographical areas where services teams work can also be functional territories such as field sales and field service.
mobile workforce has the right parts in stock to do their job. User DigitalSignature ServiceTerritory OperatingHours
Setup:
Locations are places where inventory is stored. Salesforce User Digital Signature with a Type - Geographic area within a Service Operating Hours per Service Territories Tab or Guided Setup; Name, Operating Hours & Address
Product Items represent Products in your Inventory stored at a Location. captured via the Mobile App. Timezone Timezone Assign Service Resource as Service Territory Members.
Products Required are Products needed to complete a Work Order (or Work Order Line Item). … Assign Locations that represent Sites, Plants, Warehouses and mobile locations such as Vans.
Products Consumed are Product Items that were used to complete a work order … … …
Product Item Transactions describe actions for a Product Item; replenished, consumed, or adjusted (auto-generated). Operating Hours - Timezone specific hours related to Service Territory (default for territory), Service Territory Member (resource specific override),
Product Requests & Product Request line items are orders for Products created when stock is running low. Accounts (when customer allows appointments) and Appointment Bookings (arrival windows offered to customers during scheduling).
Object Fields: Object Fields:
Product Transfers track the transfer of Product Items between Inventory Locations. Object Fields:
Parent Record (Work Name
Return orders & Return order line items track the return or repair of products. Account / Contact
Order,Work Order Line Item, Object Fields: Description
Shipments represent the shipment of Product Items between Locations. Related Record
Service Appointment) Name Timezone
Signature (File) {Account,Asset,Lead,Opportunity,Work Order Line Object Fields:
Setup - Inventory Locations Parent
Type (role of the signing party) Item, Work Order} Parent Location
Locations tab - create New Operating Hours
Signed By Scheduled Time - Arrival Window Start & End Type {Warehouse,Site,Van,Plant}
Specify Type; Warehouse, Site, Van, Plant. Active
Signed Date Scheduled Time - Start & End Open Date
Select Inventory Location; required to associate the location with Product Items. Address
Actual Time - Start & End Close Date
Description
Duration Visitor Address
Setup - Product Items Address Geolocation
Product items represent the inventory (Products at Locations). Status {None,Scheduled,Dispatched,In Driving Instructions
Product Items can represent an actual item with a Serial Number or a Quantity of a given Product. Progress,Cannot Complete,Completed} Timezone

Product Items tab - click New

Object Fields: Object Fields: Object Fields: Object Fields:
Select Product Service Report Service Appointment Assigned Resource Location Service Territory Location Time Slot
Template Service Resource Service Territory Operating Hours
Select Location (Inventory Locations only)
Document Body ServiceReport ServiceAppointment AssignedResource Service Appointment Location ServiceTerritoryLocation Location TimeSlot Day of the Week
Enter Quantity on Hand
Parent Record (Work Estimated Travel Time Start Time
Enter Serial Number (If Quantity on Hand is 1)
Order,Work Order Line PDF Summary sent to the Scheduled Appointment Service Resource assignment Actual Travel Time Physical location Location related to a Service Specific Operating Hours End Time
Save - Item, Service Type {Normal, Extended}
Product Item Transactions related list now shows a Replenished Transaction. Customer (Primary Object) to Service Appointment Territory per Working Day
Appointment)
Is Signed?
Setup - Product Requests … … … … … …
Product Requests tab or Related List on Work Order and Work Order Line Item - Click New
Specify Work Order or Work Order Line Item
Add Destination Location

Add Need by Date

Status; draft, submitted, received. Scheduling & Optimisation:
Service Reports: Manage - Service Appointments Manage - Schedule Optimisation Dispatcher Console
Setup - Product Transfers Service Appointments represent field service visits to Customers. Work orders describe the work to be performed, Optimised schedule based on priorities and constraints. Service Appointment List plus Gantt and Map views for Scheduling - Dispatcher role.
A Service Report (PDF) summarises a Work Order or Service Appointment and can emailed and signed by customers. Setup - Appointment Lifecycle Increased scheduled hours, reduced travel time, increased scheduled appointments.
Product Transfers tab or the Product Transfers related list on Product Request, Product Request Line Item, Product Item, Service appointments provide the scheduling and assignment details.
Configure Status values and map to predefined lifecycle stages - configure Status transitions as required. Global Optimisation; multiple Service Territories, range of days - manual or daily batch. Customise Display - Dispatcher Console
Location, or Shipment, click New.
Source Product Item (required to update stock level at source) Setup - Service Report Templates Service Appointments tab or the Service Appointments related list on a record, create a Service Appointment. Resource Optimisation; individual Service Resource. Use the Gantt Display Date field on Service Appointment (with Lighting Process to populate) to ensure the
Templates can be assigned to a Work Type, Work Order or Work Order Line Item Setup - Appointment Booking Settings
Specify Product Name if transfer is from outside the Inventory i.e. from Supplier/Distributor. Auto-generated if the Work Order or Work Order Line Item is set to "Auto-Create Service Appointment". correct appointments display.
Service Reports will use the assigned template; if none exists then a list of active templates is displayed. Book Appointment Chatter Action (from Work Order or Work Order Line Item) Scheduling Policy; grouping of rules and objectives to guide the optimisation process.
Specify Destination Location Add General Information
A template has 4 sub-templates which are used depending on the record the Service Report is generated from: Managed Package feature Field Sets - Service Appointment (not all listed) :
Enter Pickup Date Add Scheduled Times (auto-populated when the Appointment is scheduled by Scheduling Optimisation).
Service Appointment for Work Order, Service Appointment for Work Order Line Item, Work Order, Work Order Line Field Service Settings - Global Actions - Appointment Booking tab Customer First - Customer Preferred Resource, Earliest Time Slot, Travel Time Minimisation. Service Appointment List Columns - up to 6 fields.
Once the products are received set the Received By, Quantity Received fields and set Status = Received. Add Arrival Window
Item. Fields: High Intensity - Service Resource Productivity. Service Appointment Expanded - mini drop down layout
Add Assigned Resources
Signature blocks can be added to the template (20 maximum), each must have a distinct type (1000 types Default Scheduling Policy - e.g. Customer First (preferred resource, schedule asap, minimise resource travel time) Soft Boundaries - As Customer First + Service Resources can be shared across Service Territories. Service Lightbox (Address and Time) - dialog layout on double-click / Edit button
Setup - Products Consumed On Completion Technicians/Engineers should complete the Actual Times section.
maximum÷). The scheduling policy generates a list of timeslots (arrival windows). Emergency - used with Emergency Chatter action. Service Capacity Columns
Products Consumed tab or Related List on Work Order and Work Order Line Item - Click New Default Operating Hours
Specify Product Images can be added to the header, footer, and body of a Service Report Template. Schedule Service Appointments:
Ideal Grading Threshold - grade level where Ideal flag shown Book Appointments / Candidates Chatter Actions (Add Global Actions to Global Publisher layout), Can be used by Work Rule; refinement rule i.e. criteria applied to candidate resources e.g. Match Skill rule. Field Sets - Service Resource (not all listed) :
Enter Quantity Recommended Grading Threshold - grade level where Recommended flag shown
Manage - Service Reports Customers if exposed via Community. Candidates shows available Service Resources, then time slots. Resource Lightbox
Click the Create Service Report button (Service Appointment, Work Order and Work Order Line item records). Minimum Grade - grade level below which appointments are not shown Dispatcher Console; Drag Service Appointment onto the Gantt - or by mass schedule action. Excluded Resources - Work Order Excluded Resources enforced. Resource Gantt Filter
Setup - Return Orders Note, grade is calculated score of adherence to the scheduling policy service objectives.
Return Orders tab - click New Service Reports are translated to the language selected in the Service Report Language field on the associated Work Emergency Appointments; Emergency Global Action - real time map view for nearest Service Resources. Match Boolean - Checkbox field on Service Resource. Emergency Fields
Specify Account/Contact Order. If that field is blank, the default language of the User generating the report is used. Appointment status can be updated. Match Fields - Match Service Appointment fields to Service Resource (requirements based on custom fields).
Setup - Appointment Booking Timezones Match Skills - Enforce skill level requirements. Custom Actions
Enter associated Product Request Booking process shows each user's appointment details in their own timezone.
Enter Returned By Related Service Appointments: Match Territory - Primary or Relocation service territory members. Field Service Admin app>Field Service Settings tab>Dispatcher Console UI > Custom Actions
Enter Source and Destination Location Represent sequencing interdependencies (or Chains) for complex work. Match Time Rule - Limits the scheduling timeframe based on the Service Appointment date/time properties.
Service Appointments inherit from Work Order or Work Order Line Item parent, which should link to a specific Service Maximum Travel from Home - Maximum distance or travel time permitted. Call Apex Class (that for example - reassigns all selected service appointments to a different service resource)
Add Return Order Line Items for each Product being returned. Add via the Appointment Dependencies related list on the Service Appointment detail page.
Territory and timezone. Required Resources - Required Resource Preferences enforced (Work Order or Account). Interfaces; CustomGanttServiceResourceAction, CustomGanttServiceAppointmentAction,
For each Product; Dependency types; Same Start, Start after Finish, Start after Finish and Same Day.
A unique Service Territory can be added to a Service Appointment directly. Service Appointment Visiting Hours - Customer Operating Hours enforced.
Processing Plan: Repair, Discard, Salvage, Restock Specify whether "Service Appointments Require Same Resource?".
Repayment method: Replace, Refund, Credit, Return Service Resource Availability - Required to enforce Resource Absences (required for all Scheduling Policies). Open Visualforce page (that for example - update appointments based on adverse weather conditions)
When the Book Appointment action is used, Field Service Lightning doesn’t consider the time zone defined on the arrival TimeSlot Designated Work - Enforces TimeSlot designated work.
Fix Scheduling Overlaps:
windows Operating Hours record. Instead, it uses the time zone of the Service Appointment’s Service Territory’s Operating Working Territories - Primary or Secondary service territory members. Map Polygons
Field Service Settings tab>Scheduling>Dynamic Gantt>Fix Overlaps
Hours. This way, when a customer selects a time slot, the appointment is scheduled according to the customer’s time zone. Configure polygons that can be drawn directly onto the map view.
Automatically fix
Manage - Inventory: Schedule to original resource only, Schedule to all resources Service Objective; weighted goals used for prioritisation - each Service Appointment Assignment has a score for each Service Objective.
Track Required Inventory: Add Products Required (and quantity) to Work Types, Work Orders and Work Reserve Time Slots for Designated Work Highest scoring Assignments are preferred. Field Service Admin app>Field Service Settings tab>Service Appointment Life Cycle>Creation.
Default behaviour when unable to find a valid schedule for a Service Appointment
Order Line Items. An Operating Hours time slot can be reserved for a specific type of work as determined by any checkbox field on Service Select Base service appointment territories on polygons + Set the territory classification policy to Highest.
Appointment. Time Slots Editor > Context Menu > Designate Work > Emergency / Critical .. Priority - Added to all Scheduling Policies - Promotes higher-priority Service Appointments.
Group Nearby Appointments:
Product Requests: Action on Service Appointment;uneschedules appointments that were scheduled later the same day and replaces ASAP - Ability schedule the appointment at the earliest time. Soonest = 100, Latest = 0. Mass actions can be taken on Service Appointments within a Polygon; Schedule, Unschedule, Dispatch, In
Mobile workers create when they find defective parts in their vehicles or their stock has run out. Enable Street-Level Routing Minimise Overtime - Compares overtime hours versus appointment duration. Jeopardy.
with appointments that are closer in location.
Dispatchers or Service Managers create on behalf of their technicians if they see their stock getting low. Service Appointment travel time is a key Field Service KPI. Accurate route planning is critical to efficiency. Minimise Travel - travel time = 120 score is 0, 60 = 50 (Salesforce can customise the range). Polygons can be imported from KML files.
Schedulers create when they schedule Work Orders that require parts not normally found in a technician’s Field Service Settings>Scheduling>Routing> Enable Street Level Routing Preferred Resource - 100 if a Preferred Resource is assigned, otherwise 0.
Fill Schedule Gaps:
vehicle stock. SLR is most accurate and considers transport routes, roadspeed and expected travel speed based on road type. Resource Priority - Service Resource Priority field; lower the score the higher the objective score.
Fill-In Schedule feature creates list of Service Appointments with optimal schedule.
Aerial routing shortest distance based on a straight line route. Skill Level - Adherence to skill requirement Least Qualified versus Most Qualified. Average taken over multiple skills.
Product Transfers:
Product transfers track the movement of inventory between Locations, the inventory numbers update Enable Multiday Appointments Relevance Group; sub-grouping applied to Service Resources and Service Appointments; rules and objectives are then selectively applied to
automatically. Field Service Settings tab>Scheduling>General Logic> Multi-day service appointment = Is MultiDay relevance groups (contractors versus employees etc.).
Add the Is MultiDay field to the Service Appointment layout. Service Territory Members or Service Appointment groupings.
Shipments: Add the [FSL.MDT View] permission to the FSL Dispatcher permission set.
Create shipments and link them to Product Transfers. Shipments contain information about the Products
on board, the shipping carrier, and the expected delivery date. While shipments are an optional part of MultiDay appointments can't span more than 8 weeks.
inventory management, they make it easier to stay informed about the coming and going of parts in your
inventory. Activate Schedule Optimisation
Field Service Admin>Optimisation>Activation>Create Optimisation Profile
Products Consumed: A dedicated user is required (this consumes a user license) - e.g. FSL.00D4K000000DandDAC@optimization.com
Adding Product Consumed records ensures that inventory stock levels are correctly adjusted. The User Profile [FSL Optimisation] is created and assigned.

Track Customer Returns:

Return Orders track customer returns, customer repairs, or the return of inventory from a technician’s van
stock to a warehouse or supplier.