Who Needs to Attend This Workshop

  • Dispatchers & Scheduling Managers

    To master the Dispatch Console (Gantt/Map), scheduling policies, and real-time emergency handling.

  • Field Technicians (Superusers)

    To learn mobile app features (offline mode, voice-to-form, van stock, Chatter, signatures).

  • Service Operations Managers

    To track KPIs (FTFR, MTTR, OTA, CSAT) and use Field Service Analytics dashboards.

  • Salesforce Admins & Developers

    To configure Work Types, Territories, Skills, Scheduling Policies, flows, and integrations.

  • IT & Integration Specialists

    To plan APIs, ERP connections (inventory/billing), IoT/telematics, and data security.

  • Business Analysts / Process Owners

    To map existing workflows to FSL capabilities and close operational gaps.

  • Customer Service & CX Leaders

    To implement proactive communication, self-service portals, and CSAT feedback loops.

  • Operations & Supply Chain Executives

    To understand capacity planning, inventory optimization, and ROI from analytics.

  • Change Management & Training Leads

    To plan user adoption, identify skill gaps, and develop training materials.

  • Sales & Account Managers (optional)

    To use work order history and asset health scores for retention and upsell opportunities.

Course curriculum

    1. Setting Up Your Environment

    1. Utilizing Dispatch Console

    1. Managing Work Orders Effectively

    1. Collecting Customer Feedback

    1. Data-Driven Decision Making

About this course: 8 hours Workshop

  • $499.00

What You Will Learn

  • Core Features of FSL

    How intelligent scheduling, mobile-first tools, work orders, and real-time analytics integrate into corporate field operations.

  • Configuring Your FSL Environment

    Setting up work types, service territories, skills, scheduling policies, and user permissions to match your business needs.

  • Optimizing Scheduling & Dispatching

    Using work rules, service objectives, appointment insights, and the Dispatch Console to ensure timely service delivery.

  • Hands-On Use of the Dispatch Console

    Real-time management of appointments, drag-and-drop scheduling, map-based dispatching, and handling emergencies.

  • Mobile App Features for Technicians

    Offline-first design, navigation, Chatter collaboration, knowledge articles, inventory management, voice-to-form, and digital signatures.

  • Creating & Managing Work Orders

    Using work types, maintenance plans, required products, and mobile-ready work orders to boost technician productivity.

  • Enhancing Customer Engagement

    Automating proactive communications (ETAs, reminders), live technician tracking, self-service portals, and post-service follow-ups.

  • Gathering & Utilizing Customer Feedback

    Automating CSAT surveys, closing the loop on negative responses, and using feedback for continuous improvement.

  • Reporting Tools for Performance Metrics

    Using standard reports, Field Service Analytics dashboards, the Dispatcher Console, and Concierge (AI) to track KPIs.

  • Analyzing Data to Drive Improvements

    Measuring FTFR, MTTR, utilization, and OTA, then turning insights into operational actions (training, inventory, routing).

Discover your potential, starting today

Enroll today