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.

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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

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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.

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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

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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

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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