Using Segmentation to Super Charge Your FSL Implementation
Salesforce is the leading enterprise platform to build scalable applications that can be shared across business units. For organizations with field service needs, Salesforce’s Field Service Lightning is a best-in-class solution for managing tickets, mobile workers, and ensuring customer satisfaction.
But what if you have a single Salesforce “Org” for your enterprise, and more than one of your distinct business lines requires Field Service Lightning? This is a problem that is easily handled with most Salesforce products like Sales or Service Cloud, but with Field Service Lightning it requires a bit of creativity to solve. The answer is, in short, segmentation—and Magnet360 is a leader in developing segmented Field Service Lightning solutions that can be used by multiple distinct business units within a single Salesforce Org.
Our Use Case
Let’s use a global provider of hygiene services as an example. This enterprise uses Salesforce to centralize its CRM and marketing data and share it across all business lines. However, two of its business lines, which have completely different business processes—let’s say, food safety and environmental hygiene—need to both use Field Service Lightning without interfering with each other.
In order to do so efficiently, the best practice for such an enterprise is to segment Field Service Lightning across the business lines that need to share it. Using segmentation, business units can utilize the same data, accounts and contacts that are available across the enterprise through Salesforce, while sequestering their own Field Service Lightning (FSL) processes within their own business units.
Here’s how it works.
Keep ’em Separated
To start, you have to make sure that the processes and data for each business unit are tucked away in their own silo.
The first step to doing this is separating records of core FSL objects by utilizing sales processes, page layouts, record types, and standard security features. These records can then be further separated off from specific business units by using FSL features such as work types, skills, assigned territories, resources, and even operating hours.
Field Service Lightning permission sets can be cloned and customized based on the business units being segmented, ensuring that the right team members have access to the correct Field Service Lightning data. Because the dispatcher console layout can’t be changed based on profiles out-of-the-box, a creative way to provide different dispatcher console experiences for the different business units was necessary. We settled on managed VF pages, which reference and control fieldsets on the Service Appointment object in order to deliver the different console layouts.
All of these changes will be reflected in the user experiences for the different segmented business units — even in the FSL Mobile App.
By creating separate mobile settings for each business unit, branding for the FSL Mobile app can be appropriately customized for each segment. This way, team members and customers will see the colors, logos and features that they would expect from their own business unit.
Additionally, by assigning each business unit a distinct profile with distinct page layouts, mobile page layouts, related lists and quick actions can all be segmented for those business units as well. Finally, the mobile calendar view can be controlled using list views, which can also be assigned by profile on the Service Appointment object.
While segmentation of Field Service Lightning amongst multiple business units is not an out-of-the-box functionality, Magnet360’s deep Field Service Lightning expertise allowed us to develop a custom approach to solve a specific customer’s business challenge. Our customer is about to bring on yet another business unit to FSL, which is only possible because of this unique approach to segmentation.
Our track record of successful FSL projects for our customers, along with our 17+ certified FSL resources, puts Magnet360 head-and-shoulders above our competitors. Magnet360’s experience tailoring solutions directly to our customers’ needs has led them to experience significant enterprise-wide adoption and increased efficiencies with their FSL deployments.