Linked Articles

​

Linked articles are Knowledge articles attached to work orders or work order line items. They include the following limitations.

• The Article widget and Feed Articles Tool aren’t available in the feed view.

• Quick actions and global actions aren’t supported for linked articles.

• The Article Toolbar on the Knowledge home page doesn’t include the option to attach articles to work orders or work order line items.

• The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available in Lightning Experience or Salesforce1.

• Linked articles are view-only in Lightning Experience and Salesforce1.

• In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In Salesforce1, linked articles can’t be accessed from feed items.

Salesforce1
The Field Service Lightning standard features and managed package are available in all versions of the Salesforce1 mobile app. They include the following limitations:

• In the Salesforce1 downloadable app for iOS:

  • You can’t create service appointments, and the Recent related list isn’t available.

  • You can’t create new service resources or absences, and the Recent related list isn't available on service resources or absences.

• On field service records created via a related list, the field that lists the parent record doesn’t populate until you save the record. This issue applies to all versions of Salesforce1. For example, when you create a service appointment from the Service Appointments related list on a work order, the Parent Record field is blank until you tap Save. Once the record is created, the parent record field lists the parent work order as expected.

• The dispatcher console, which is part of the managed package, isn’t available in Salesforce1.

Field Service Lightning Mobile App Limits

The Field Service Lightning mobile app has the following limits and limitations:

• Flow has the following limitations:

  • Resources of the type Text Formula

  • Screens with prespecified validation rules

  • Actions cannot rely on the output parameters of any action

  • Returning to a previous screen is not allowed during a flow when a loop or subflow is used in the flow

  • Dynamic hide/show fields are not supported for field rules on flow screens

  • The wasSelected operator cannot be used in decisions

• Quick Actions have the following limitations:

  • Custom override on actions is unsupported, including custom override on lookup logic

  • Only plain text is supported for rich text fields

  • Default values are not available in offline mode

• Dependent Picklists are not supported.

• The barcode scanner is compatible with 1D serial barcodes and 2D QR codes only.

• Users are able to make and receive text posts as well as content posts. However, the app does not yet support @mentioning people, or displaying the feed-tracked changes for records.

• Knowledge Articles viewed in the app do not support inline images. As an alternative we recommend using an image link instead for your users to open themselves.

Offline-Mode Considerations and Limitations

​

As an admin, you can control which records appear on your users’ schedules by creating a default service appointment listview and linking it to the Field Service Lightning mobile app.Otherwise the app instead loads the user’s schedule of work orders for a 15 day range. This range includes seven days into the past, the present day, and seven days into the future.
Offline-Mode Limitations
 

• You cannot sync data with Salesforce while offline. This means you cannot receive updates to records or page layouts.

• Updating records and creating new records adds these changes to a queue. This queue uploads the changes to Salesforce when internet access is restored. You can review and even cancel all pending uploads from the pending upload queue in the app’s settings.

• Navigation services are disabled while offline.

• Service resource geolocation tracking is disabled while offline.

• The default values for lookup fields are not populated while offline.

• Record data and metadata is deleted after 60 days of not being read or edited.​

Offline-Mode Considerations

If your technicians sometimes work without internet access for a prolonged period, here are some useful tips to consider.

• Set the calendar range for your users to include the entire schedule of work that your technicians need while offline.

• When working offline, sometimes a data conflict can occur. Manual conflict resolution is required if Salesforce rejects data uploads for any reason. You can resolve conflicts from the pending upload queue by fixing the conflict then syncing with Salesforce.