• Configuration Sync frequency: Configuration sync is time consuming and potentially disruptive. So, when scheduled config sync is due, mobile user is prompted to start it, and it is not started automatically.

◦ Set configuration sync frequency to 0 if mobile configuration or any other related ServiceMax or Salesforce configurations for mobile apps is not likely to happen frequently.

◦ To make configuration changes available to user, send a notification via email so users can initiate it when it does not conflict with their job duties.

• Data Sync frequency: Recommended minimum value for this is 15 minutes and maximum value for this is 600 minutes. Set this to as high a value as possible, considering the following factors.

◦ Frequency and volume of data changes that happen online, and how immediately they need to be available to mobile users so that SLAs are not impacted.

◦ Frequency of updates made in mobile app and how soon they must be reflected in online. This does not apply to iPad and iPhone apps which support aggressive sync.

◦ Volume of updates made in mobile app and whether they result in Salesforce governor limits being exceeded. This is true for Mobile For Laptops app, as it does not support aggressive sync.

◦ Whether the app is likely to be used in offline mode with no connectivity during good part of the day, which requires automatic starting of sync when connectivity is restored.

• Event window:

◦ Set the future part of this window to reflect the scheduling horizon used when work orders are dispatched to technicians. If work orders are scheduled a week in advance, then events can be configured to be retrieved for the next 7 days.

◦ Set the past part of this window to reflect the average time it takes to close a work order after the field service visit. This ensures that the past events and the related records are available for the technician to carry out follow up actions and close the work order.

◦ Do not delete and recreate events during integrations. Incremental sync is designed to download records based on last modified date and the time last sync performed. Recreated events are treated as new records and its WO, child lines are downloaded again without last modified data criteria.

◦ Configure Advanced Download Criteria (ADC) only to download records related to events through itswhat id (eg, WO), referenced record (e.g., Account, IB, Case etc.,) or to define junction criteria (e.g., IBs Location = WOs Location). Do not expand the event window to download records through ADC.

◦ Identify, implement, or recommend archival policies for event object when the number of events in the Salesforce Org goes over 200k.

• Sync Conflicts:

◦ Choose Ask User if mobile user will be in the best position to decide which changes to apply when a record is updated in both online and mobile apps.

◦ Choose one of the other options if the above is not true.

• Data Purge: Leave the settings at their default values. Change them only after the mobile application has been in use for a while, and the usage pattern suggests more or less frequent data purging will be more appropriate.

◦ Increase the frequency if the volume of incremental data synchronized daily is high (>10% of initial sync volume).

◦ Reduce the frequency if the incremental data volume is relatively low (<3% of initial sync volume).