Set Up Users

Overview

User setup is a critical step in your FieldAx implementation. This section covers creating Salesforce users, assigning appropriate licenses and profiles, configuring FieldAx-specific permissions, and establishing user hierarchies. Proper user configuration ensures that your team members have the right access levels and can effectively use FieldAx features based on their roles.

---

Understanding FieldAx User Types

User Roles in FieldAx

Before creating users, understand the typical roles in a field service organization:

Administrators

• Full system access
• Configure FieldAx settings
• Manage all users and data
• Generate reports and analytics

Dispatchers/Schedulers

• Create and manage jobs
• Assign service engineers
• Monitor job progress
• Handle emergency scheduling

Service Engineers/Technicians

• View assigned jobs
• Update job status
• Log time and materials
• Capture customer signatures

Managers/Supervisors

• View team performance
• Approve timesheets
• Monitor service metrics
• Handle escalations

Back Office Staff

• Process invoices
• Manage inventory
• Handle customer inquiries
• Generate service reports

---

Creating Users in Salesforce

Step 1: Access User Management

• Navigate to Setup → Users → Users
• Click New User button

Step 2: Basic User Information

Fill in the required user details:

Personal Information

• First Name: Employee’s first name
• Last Name: Employee’s last name (required)
• Email: Valid email address (required)
• Username: Must be unique across all Salesforce orgs (e.g., john.smith@company-fieldax.com)

User License and Profile

• User License: Salesforce
• Profile: Select based on role:
  • System Administrator (for admins)
  • Standard User (for most FieldAx users)
  • Custom profiles (if created)

Step 3: Additional Settings

Locale Settings

• Time Zone: Set to user’s local time zone
• Locale: Set appropriate locale for date/time formats
• Language: English (or preferred language)

Email Encoding

• Email Encoding: Unicode (UTF-8) recommended

Organization Information

• Role: Leave blank initially (will set up hierarchy later)
• Manager: Assign if applicable
• Department: Field Service, Operations, etc.
• Division: If using divisions

Step 4: FieldAx Specific Settings

After creating the basic user, configure FieldAx access:

Generate Password

• Check Generate new password and notify user immediately
• User will receive welcome email with login instructions

Click Save to create the user.

---

Configuring User Profiles for FieldAx

Creating Custom Profiles

For better security and access control, create role-specific profiles:

Step 1: Clone Standard Profiles

1. Navigate to Setup → Users → Profiles
2. Click on Standard User profile
3. Click Clone
4. Enter Profile Name: “FieldAx Dispatcher”
5. Click Save

Repeat this process to create:

• FieldAx Service Engineer
• FieldAx Manager
• FieldAx Back Office

Step 2: Configure Object Permissions

Edit each profile to set appropriate permissions:

FieldAx Dispatcher Profile

1. Click Edit on the profile
2. Under Custom Object Permissions:
   • Jobs: Read, Create, Edit
   • Assignments: Read, Create, Edit, Delete
   • Service Engineers: Read
   • Time Cards: Read
   • Invoices: Read

FieldAx Service Engineer Profile

• Jobs: Read, Edit (limited to assigned jobs)
• Assignments: Read (own assignments only)
• Time Cards: Read, Create, Edit (own only)
• Product Requests: Read, Create
• Inventory: Read

FieldAx Manager Profile

• All Dispatcher permissions plus:
• Reports: Run Reports
• Dashboards: View Dashboards
• All FieldAx Objects: Read access

Step 3: Configure Field-Level Security

For each profile, set field permissions:

1. In the profile, scroll to Field-Level Security
2. For Job object:
   • Service Engineers: Make “Price” fields read-only
   • Back Office: Make technical fields read-only
3. Click Save

---

Setting Up Permission Sets

Create FieldAx Permission Sets

Permission sets provide additional access without changing profiles:

Step 1: Create Permission Set

1. Navigate to Setup → Users → Permission Sets
2. Click New
3. Enter:
   • Label: FieldAx Mobile User
   • API Name: FieldAx_Mobile_User
   • Description: Grants access to FieldAx mobile features
4. Click Save

Step 2: Configure Permissions

In the permission set:

1. Click Object Settings
2. Enable these permissions:
   • FieldAx Mobile app access
   • API Enabled
   • Mobile specific objects
3. Click Save

Assign Permission Sets

1. Go to the user record
2. Scroll to Permission Set Assignments
3. Click Edit Assignments
4. Add FieldAx Mobile User for field technicians
5. Click Save

---

Creating User Role Hierarchy

Define Organizational Structure

Role hierarchy controls data visibility and reporting relationships:

Step 1: Access Role Hierarchy

• Navigate to Setup → Users → Roles
• Click Set Up Roles if first time
• Click Add Role under CEO/Organization level

Step 2: Create Role Structure

Create this typical field service hierarchy:

CEO/Organization

├── VP of Operations

│   ├── Regional Manager – North

│   │   ├── Dispatcher – North

│   │   └── Service Engineers – North

│   └── Regional Manager – South

│       ├── Dispatcher – South

│       └── Service Engineers – South

└── VP of Finance

    └── Billing Team

For each role:

1. Click Add Role
2. Enter:
   • Label: Regional Manager – North
   • Role Name: Regional_Manager_North
   • This role reports to: VP of Operations
3. Click Save

Step 3: Assign Roles to Users

1. Go to user record
2. Click Edit
3. In Role field, select appropriate role

Click Save