How to get started with CareAR with Field Service Mobile

Creating Field Service Mobile Permission Set

Before getting started with Field Service Mobile, you will first need to create a Field Service mobile permission set and assign that permission set to the users that will be using Field Service Mobile.

To do so, your Salesforce Admin must do the following:

1. Log into Salesforce and navigate to Setup
2. Search for ‘Field Service Settings’ and Enable ‘Field Service’
3. Search for Permission sets and click ‘New’
4. Under ‘License’ select ‘Field Service mobile’ from the pick-list and click Save
5. Once created, select ‘System Permissions’
6. Enable ‘Access Lightning Web Components in Field Service Mobile,’ ‘API Enabled,’ ‘Custom Applications for Field Service Mobile,’ ‘Field Service Standard’ and ‘Field Service Mobile’ and select Save.
7. Navigate to Users and select the user that will be accessing Field Service Mobile to open the User Details.
8. Scroll down to ‘Permission Set Assignments’ and Select ‘Edit Assignment’
9. Add your newly created permission set to the ‘Enabled Permission Sets’ for that user and click Save.
10. This user will now have access to Field Service Mobile.

Creating Work Orders, Service Appointments, Service Resources & Assigning Appointments to Resources:

We deal with multiple objects here to assign the Service Appointments to Service Resources. 

Among the available objects, we would typically use:

1. Work Orders – Represents work to be performed for a customer.
2. Service Appointments – An appointment to perform field service work for a customer.
3. Service Resources – A user or crew who can perform field service work.  You can assign service resource to service appointments and specify each resource's skills, service territory, and availability.
4. Service Territories – A Region in which field service work is performed. You can assign service resources to territories and create territory hierarchies.
5. Operating Hours – Field service hours that you can define for service territories, service territory members, and accounts.

To schedule a Service Appointment, follow the below steps:

Create an Operating Hours record.

1. 1. From the app launcher, search and select ‘Operating Hours’.
   2. Select ‘New’ and fill in all required fields.
   3. When you are satisfied, select ‘save’.

Create a Service Territories record.

1. 1. From the app launcher, search and select 'Service Territories.'
   2. Select ‘New’ and fill in all required fields.
   3. Ensure that territory is ‘Active’
   4. When you are satisfied, select ‘save’.

Create a Service Resource record.

1. 1. From the App Launcher, search and select 'Service Resource'
   2. Fill in the ‘Name’ field and select a user for which you’ve assigned the Field Service Mobile permission set created in the previous section.
   3. Select an appropriate ‘Resource Type’
   4. Toggle the Resource ‘Active’
   5. Select ‘Save’

Create a Work Order record.

1. 1. From the App launcher, search and select ‘Work Order’ and select ‘New’
   2. Fill in all required fields and select ‘Save’.

Create a Service Appointment record

1. 1. From the App Launcher, search and select 'Service Appointments'
   2. Select ‘New’
   3. Under ‘Parent Record’ use the dropdown to select ‘Work Order’ and search and select the Work Order created in the previous step.
   4. Fill in all required fields and select ‘Save’
   5. Under the ‘Related’ Tab of the newly created ‘Service Appointment’ find ‘Assigned Resource’ and select ‘New’
   6. Assign a ‘Service Resource’ to the ‘Service Appointment’
   7. The Service Resource can now log into the Field Service Mobile app and access the Service Appointment

Using CareAR with Salesforce Field Service Mobile App

CareAR has 2 functionalities integrated with Work Orders on SFDC Field Service (FSL) Mobile app supported for both Android and iOS.

1. CareAR Assist
2. CareAR Instruct

The prerequisites for CareAR Assist and CareAR Instruct are as follows:

1. There needs to be a Work Order assigned to a Service Appointment.
2. This Service Appointment needs to be assigned to a Field service technician.
3. Field Service Technician need to have access to FSL Mobile application.

CareAR Assist

1. Launch the FSM mobile App and log In
2. Let the Application Synch the Service Appointments and other records.
3. Tap on an available Service Appointment assigned to open the Work Order Record.
4. Tap on the actions on the bottom of the work order record screen to find the CareAR Assist Action.
5. Select CareAR Assist from the list of available Actions to launch CareAR Assist.
6. Perform all required actions using the CareAR App.
7. Assist Session Details, and Screenshots will be saved to the Work Orders CareAR Assist Details tab, and Files Tabs respectively.

CareAR Instruct

1. Launch the FSL mobile App and log In
2. Let the Application Synch the Service Appointments and other records.
3. Click on the Service Appointment assigned to open the Work Order Record.
4. Tap on the actions on the bottom of the work order record screen to find the CareAR Instruct Action to launch the assigned Instruct Experience.
5. CareAR Instruct Session details will be saved to Instruct Session Details record.  Snapshots, Form Data, and Object State Detection Data will be saved in the Related tab of the instruct session details.