Service Modules > Scheduling and Optimization > Service Board > Service Board Usage and Configuration
Service Board Usage and Configuration
Service Board is designed for use by different personas, each with a clearly defined area of responsibility. These roles ensure that the system is configured correctly, service work is planned efficiently, and daily operations run smoothly.
• Administrators: configure and govern Service Board behaviour.
• Dispatchers and Crew Managers: use Service Board to plan, assign, and monitor work.
• Implementers: deploy and technically enable Service Board within the Salesforce environment.
The following table provides an overview of each role and summarizes what each role does within Service Board.
Role
Primary responsibility
What the role does
Configure and govern Service Board
• Configure application dashboards, system settings, and notifications
• Create and manage security roles, permissions, and data access rules
• Customize lists, filters, job cards, and resource cards
• Define calendars, shift plans, shifts, and holiday calendars
• Configure credentials, qualifications, job requirements, and service teams
• Enable and configure scheduling optimization, AI-based scheduling, project management, and map features
Plan, assign, and monitor work
• Navigate Service Board views and filters
• Manage and prioritize jobs and resources
• Match resources to jobs based on availability and suitability
• Schedule service appointments and events
• Assign and reassign work to technicians and crews
• Monitor job progress and resource status
• Respond to schedule changes and operational disruptions
• Use integrations such as Zinc and ServiceMax Go to support execution and visibility
Deploy and technically enable Service Board
• Prepare the Salesforce environment for Service Board
• Create and deploy Service Board instances
• Perform post-synchronization and configuration tasks
• Map Service Board objects and fields to Salesforce
• Manage data type mappings between Service Board and Salesforce
• Configure required access and permissions
• Troubleshoot implementation issues using logging and diagnostics
• Support advanced capabilities such as direct execution
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