Project Story: Optimizing Field Service Report Access for a Utility Locator
An underground location services provider needed help customizing Field Service Lightning in Salesforce.
The client would often have returning customers that needed additional location services, and technicians in the field needed to be aware of any prior location services and have visibility into the information and photos captured during previous service visits.
The standard Field Service Lightning mobile application did not support an efficient way for technicians in the field to review the service reports from prior appointments.
To customize Field Service Lightning to meet the client’s needs, Fast Slow Motion created a Lightning flow to make the previously created service reports available for view by the technician on the Field Service mobile application.
The flow finds the account record related to the customer when a work order is created.
The flow then finds all work orders related to that account, and shares existing service report files with that work order. This prevents manual duplication of files, and ensures visibility of all prior service report files for technicians via the app.
Now, service technicians out in the field can easily view information relevant to the service appointment, including what work has already been performed and any images from prior visits. This saves the technician time on their location service work and ensures high-quality service and reports for the customer.
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