If you are reading this article, it's probably because you have a customer who has a requirement for complex checklists for their field service organization. Using the following steps, you will be able to successfully set up Youreka and Field Service Lightning to work together in your demo environment.
Before you begin, be sure to watch the Youreka and FSL demo. It shows you an end to end demonstration of how you can use Field Service Lightning and Youreka together manage offline checklists on the Salesforce platform for field service use cases.
Step 1: Install Youreka
Youreka comes pre-installed in certain Salesforce demo orgs, so first check to make sure that Youreka isn't already installed in your environment. If Youreka already exists in your Salesforce environment, proceed to Step 2. If it's not, visit the AppExchange and click Get It Now to install Youreka into your environment.
When you install, you are given a 30-day free trial of all premium features that Youreka offers. Typically this is enough time between when you start building and when you are meeting with your customer, but in the event you need more time, don't hesitate to reach out and we can figure something out for you.
The following knowledge base articles / videos walk you through how to do this.
Step 2: Get familiar with the Template Builder
After Youreka is installed, visit the Youreka Lightning App by using the App Launcher. Click on the Form Templates tab, and create a new Form Template record. This will bring you to the Form Template Builder, which is our drag and drop interface for building forms.
Here are some really important resources to help you with this step:
Step 3: Configure Youreka to work with Work Orders
Youreka's forms are flexible. They can map information to basically any object in your Salesforce environment. The way Youreka does this is by leveraging lookup relationships between our Youreka objects and the other objects in the Salesforce environment.
Visit your Object Manager in Salesforce Setup and complete the following steps:
- Visit the Form object (disco__Form__c)
- Check to see if it has a lookup relationship to the Work Order object. If it doesn't, create one.
- Visit the Discovery object (disco__Discovery__c)
- Check to see if it has a lookup relationship to the Work Order object. If it doesn't, create one.
- Add both the Forms related list and Discoveries related lists to your Work Order Lightning Page Layout. The Forms related list is absolutely required. The Discoveries related list is optional (but it'll really make your demo shine).
Step 4: Create a Checklist / Form (or multiple!)
At this point, you'll really want to think about what types of checklists your customers need their field service technicians to fill out. When the technicians go on-site, do they need to fill out a single checklist? Do the technicians need to fill out multiple checklists? Do different types of jobs require different types of checklists? The answers to these questions will really drive your demo, so be sure that you fully understand what the customer's checklist requirements are.
At this point, you have two options:
- Build your own Form Templates (pick this option if your customer gave you an example form or checklist that they want to see in the demo)
- Use our standard demo forms (pick this option if you're looking for something really quick)
Step 4a: Building Your Own Form Templates
Visit the Youreka Template Builder by clicking on App Launcher > Form Templates > New.
When you create a new Form Template record in Salesforce, Youreka brings you to the Form Template Builder where you can design your form / checklist. From here, you can drag and drop questions onto the editor, and build out your form. The Template Builder is fairly intuitive, but here are a couple of things you should keep in mind:
- Be sure to "Enable Smart Features"
- Be sure to use the Field Link question type at least a few times, and map fields to the Work Order. As an example, the Work Order Subject or Description fields work great - but any field on the Work Order object will do. If you're interested in linking to the standard Work Order Number field, make note that it's not available in the template builder. If you want this field on your checklist, create a formula field on the Work Order that mirrors the Work Order Number field, and then field link to that.
- Be sure to Publish your Form Template when you're done.
Step 4b: Using Our Standard Demo Forms
If your customer didn't provide you with example forms, or you're really struggling to find some creativity to create your own, we've got you covered. Below is a list of form templates that you can import into your Salesforce environment.
JSA Form - People need these types of checklists before beginning work, to make sure the site is safe
Pre Survey - This is an example of a form where a user would survey a location and answer questions before digging / breaking ground
Vehicle Safety Inspection - This is a quick example of a form / checklist that might need to be filled out before beginning a work order
For each of these links, you can download the file (JSON), and import the Form Template into your Salesforce environment.
For each of these Form Templates, make sure to publish them after you've imported them.
Step 5: Enable Mobile Cards (Advanced)
This step is optional. This step sets up your Salesforce environment so that when you demo Youreka, a field technician can access many different checklists while on the job. This option is extremely powerful (and common based on our experience), but it requires a little extra setup.
If your customer wants field technicians to access many different checklists while they are on-site, follow these steps:
- Create a Field Set on the Work Order Object called "Work Order Mobile Cards"
- Drag and drop some fields onto the Field Set. We most commonly see customers pick the Work Order Number and Work Order Subject, but feel free to pick whatever you like.
- Visit the Youreka Mobile Admin Tab. You can find it by navigating to App Launcher > Mobile Admin
- Select Enable Mobile Cards
- Select the primary object, which will be Work Orders
- Select the field set that you just created
- Select a value for Form Sort Order
- Fill out the WorkOrder Sorting section (we see customers choose Work Order Number - Ascending)
- Save the page
There are a ton of other features on this page that are worth digging into. However, for the simplest demo setup, we're giving you the bare bones. Please feel free to continue to explore the other options on this page (and throughout the Youreka product).
Step 5b: Create "New Form Buttons"
When using Youreka's Mobile Cards feature, technicians will be able to fill out forms that have been assigned to them, and they'll also be able to create new forms while on the go. In order to accomplish the latter, create some New Form Buttons in the Mobile Admin tab. This step is optional, but sometimes customers need their technicians to be able to create brand new forms while on the go. These New Form Buttons give you the ability to do that.
Step 6: Build your App Extension
Field Service Mobile allows you the ability to customize the action menu, providing ultimate flexibility to the field techs. In our case, when we talk about giving field techs access to complex checklists, we need to create an app extension that deeplinks to the Youreka mobile app, so that your field technician can fill out their checklist and then get back to work.
In order to set up a Field Service App Extension, navigate to Setup > Field Service Mobile Settings. Add an App Extension, and fill out all of the fields.
If you are deeplinking to a single checklist, use the following deeplink:
Take note that you'll want to insert your Form Template record ID in the placeholder. For your demo, you might just hardcode a record ID in here. However, it's worth mentioning that this can be a dynamically set value, based on a parameter on the Work Order, Service Appointment, Work Type, etc. Dynamically setting the Form Template ID here allows your technicians to use different forms in different situations.
If you are deeplinking to a group of checklists (and you completed Step 5), use the following deeplink:
Step 7: Create Forms On Your Work Order
This step is also optional, but you should do it if you chose to allow your field service technicians to be able to access multiple checklists for a single work order. With Youreka's mobile cards feature, we'll be showing a technician a whole set of Form records that are related to the Work Order. This means that if the job requires three different checklists to be completed, they'll be able to easily see and complete each of those checklists while on their mobile device.
For the purposes of your demo, you'll want to make sure that you create some Form records on the Work Order that you'll be demoing from. This can be done by manually creating Form records in the system, and making sure they are related to the proper Work Order record.
Step 8: Test
At this point, most of your configuration work is complete. However, as always, we'll want to test to make sure everything is working as planned. Try the following steps:
- Log into the Field Service Mobile Application (if you already logged into the Field Service Mobile app, log out and log back in to realize any changes - most notably, the new App Extension that we just created).
- Log into the Youreka Mobile App
- Create a Work Order record in Salesforce, or pick an existing Work Order that you'd like to demo from
- Dispatch that Work Order / Service Appointment to a technician (Alan Reed, or any other technician user).
- Create Forms for that Work Order (only do this if you decided to give your technicians access to multiple checklists per Work Order. You can skip this step if you'll only be accessing a single checklist from the FSL Mobile app). Do this by either manually create Form records and relating them to your Work Order record, or by using our guided flow in the Prescribed Work Demo Booster.
- Test the deeplink in FSL Mobile. Open the Field Service Mobile app, select the Work Order that you created for the demo, open the action menu, and select the App Extension that you created in step 6. The result should look something like this:
So what's the final result?
Field technicians are being routed to their specific jobs, and when they arrive on-site, they're capable to opening a complex checklist to fill out. This can be done either online, or offline. This complex checklist is represented back in Salesforce as a Form record, which is related to the Work Order (and can be seen in the Forms related list, or the Forms tab). All Form data collected with Youreka is data that lives natively on the Salesforce platform, which means you can report off of it, automated off of it, export it, and more. These forms are easily built using the Form Template builder, right inside of Salesforce. And, depending on an organization's business processes, these forms can easily be made accessible to field users after they are created in the system. At the end of the day, the organization is digitizing their service checklists, and making them easily accessible to the techs in the field, all in a seamless flow.