FSL Implementation Guidance Part 1

May 16, 20171 like1,605 views

This document provides guidance on implementing the Field Service Lightning (FSL) managed package, including: - Initial considerations such as reviewing documentation and defining field service challenges - Using the recommended permission sets and sharing model - Disabling data integration rules to allow FSL triggers to function properly - Enabling feed tracking on service appointments - Assigning the correct FSL page layouts to profiles - Best practices for modeling service territories

FSL Implementation
Nikolai Avrutov
nikolai.avrutov@clicksoftware.com
Guidance, heads up, best practices

Agenda
• Initial Considerations
• Managed Package
• Permission Set Guidance
• Sharing Model
• Disabling Data Integration Rules
• Feed Tracking on SA
• Page Layout assignment
• Service Territories modelling
• Optional: Skills, Work Types

Study These Documents
FSL Managed Package Guide
What’s New
FSL Help
FSL Mobile
Partner Community
Having strong command and understanding of these documents will also help you prepare for
the FSL Certification!

Define Position on the Field Service Journey
Degreeof
Optimization
Business
Impact
Field Service
Sophistication
Get visibility
Contain costs
Optimize resources
Maximize value of every interaction
Disrupt, differentiate, delight
Customer Lifetime
Value

Categorizing Field Service Challenges
Core
● Visibility
● Control
● Reporting
Tactical
● Decision Support
● Exceptions Mgmt
● Real Time Monitoring
Strategic
● Reduce Travel
● Reduce Overtime
● Increase Utilization
● Improve Service
Levels

What is the field service challenge?*
Core
● Visibility
● Control
● Reporting
Tactical
● Decision Support
● Exceptions Mgmt
● Real Time Monitoring
Strategic
● Reduce Travel
● Reduce Overtime
● Increase Utilization
● Improve Service Levels
*Source: Optimization & Customer KPIs

FSL MP Delivery & Release Naming Convention
● As of Summer ‘17 - push to customer Orgs
• Fully aligned with Salesforce release cadence by Winter ‘18
● Pre release access available on install links
• https://fsl.secure.force.com/install/
● To remove confusion MP naming aligned with Salesforce release
• Spring 17 is now Summer 17
● No change in road map timeline

Permission Set Guidance
● FSL Creates Perm Sets - use them!
• Provide min level of access to all relevant objects
• Assigns PSLs to your user
• Refresh does not hurt additional perm sets
• Expect things to not work properly if perm set not used!
● Dispatcher should not be set as a resource!

Sharing Model - go private!
● FSL utilizes custom sharing rules corresponding to needs of a field operation
Follow this order when setting up:
● Set relevant objects to private sharing model
• Setup > Security Controls > Sharing Settings
• SA, SR, ST, WO
● Create Service Territories (and op hrs)
● Create Service Territories Members
● Setup User Territories
● Run Sharing Automator

Disabling Data Integration Rules
● Data integration rules are active by default in
FSL Enabled Orgs
● By default do not allow triggers to run upon
geolocation field update
● Need to change in order to allow MP triggers
to run
• Calculate updated travel time (for example)
● Untick “Bypass triggers” on 6 FSL geocode
rules:
• RA (Resource Absence)
• SA (Service Appointment)
• ST (Service Territory)
• STM (Service Territory Member)
• WO (Work Order)
• WOLI (Work Order Line Item)
6 objects, bypassing triggers

Enable Feed Tracking in SA
● Allow Chatter on Service Appointments and their Status

Page Layout Assignment
● Numerous VF components and fields that simplify user experience
● Setting correct Layout Assignment assures needed components visualized
● Apply FSL Layout for all profiles for the following objects:
• SR
• WO
• WOLI
• Operating Hours
• Work Type

ST Modelling
● Minimize candidates in an ST < 50
● Minimize STs
● Find Balance

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Exceptions allow developers to handle error cases expected to occur infrequently. Ideally, good test suites should test both normal and exceptional behaviors to catch more bugs and avoid regressions. While current research analyzes exceptions that propagate to tests, it does not explore other exceptions that do not reach the tests. In this paper, we provide an empirical study to explore how frequently exceptional behaviors are tested in real-world systems. We consider both exceptions that propagate to tests and the ones that do not reach the tests. For this purpose, we run an instrumented version of test suites, monitor their execution, and collect information about the exceptions raised at runtime. We analyze the test suites of 25 Python systems, covering 5,372 executed methods, 17.9M calls, and 1.4M raised exceptions. We find that 21.4% of the executed methods do raise exceptions at runtime. In methods that raise exceptions, on the median, 1 in 10 calls exercise exceptional behaviors. Close to 80% of the methods that raise exceptions do so infrequently, but about 20% raise exceptions more frequently. Finally, we provide implications for researchers and practitioners. We suggest developing novel tools to support exercising exceptional behaviors and refactoring expensive try/except blocks. We also call attention to the fact that exception-raising behaviors are not necessarily “abnormal” or rare.

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