• Mobile app: FSL includes a mobile app that technicians can use to access job information, update job status, and communicate with dispatch and customers.
• Real-time tracking: FSL provides real-time tracking of technicians’ locations, so businesses can see where their technicians are and how long they are spending on jobs.
• Work orders: FSL allows businesses to create and manage work orders, including tracking materials, labor, and expenses.
• Scheduling: FSL includes tools for scheduling and dispatch, such as the ability to schedule jobs based on technician availability and skills, and to optimize routes for technicians.
• Service contracts: FSL allows businesses to create and manage service contracts, including tracking the terms and conditions of the contracts, and monitoring the status of contract renewals.
• Resource management: FSL includes tools for managing resources, such as technicians and equipment, including the ability to track availability and schedule jobs based on resource availability. It also includes the ability to track resource absences, such as vacation or sick leave, so that businesses can plan accordingly.
• Time tracking: FSL includes tools for tracking the time technicians spend on jobs, including the ability to track time against specific work orders or service contracts.
• Customer communication: FSL provides tools for businesses to communicate with customers, including appointment scheduling, notifications, and feedback surveys.
• Integration with other Salesforce applications: FSL can be integrated with other Salesforce applications, such as Salesforce CRM, to provide a more comprehensive view of customer interactions and service history.

Persona/People Involve in FSL

In Salesforce Field Service Lightning (FSL), there are typically several different types of people or personas involved in the field service process. These might include:

• Field service worker or technicians: These are the technicians who are responsible for performing field service work, such as repairing or maintaining equipment. They might use the FSL mobile app to access job information, update job status, and communicate with dispatch and customers.
• Dispatch managers or Dispatchers: These are the managers who are responsible for dispatching technicians to jobs and ensuring that the right technician is sent to the right job at the right time. They might use FSL to schedule jobs, optimize routes, and manage technician availability.
• Customer service representatives or Agents: These are the employees who are responsible for interacting with customers, such as scheduling appointments or answering questions. They might use FSL to communicate with customers, schedule appointments, and collect feedback.
• Inventory managers: These are the managers who are responsible for managing inventory and ensuring that technicians have the materials and equipment they need to complete jobs. They might use FSL to track inventory levels and order supplies as needed.
• Administrator: These are the admin users who sets up field service features according to their unique business needs, such as installing and configuring the Field Service managed package and Field Service mobile app.
• Other stakeholders: There may be other stakeholders involved in the field service process, such as executives or sales teams, who may use FSL to track the performance of the field service operations and identify areas for improvement.