Salesforce Field Service Mobile App: Service Partners - FAQ

Topic

This process is completed by Service Partners using the Salesforce Field Service Mobile App (FSMA).

 

This article reviews the resolutions of common errors Service Partners may see when logging into the Salesforce Field Service Mobile App (FSMA)

 

Environment

  • Product: Mobile Device
  • Component: Apple iOS or Android OS
  • Control System: Salesforce Field Service Mobile App

Steps

 

 

"Looks like you don't have access"

Cause: two possible reasons: 1, you are attempting to log into the wrong server/connection or 2, your internal permissions are incorrectly set. 

Resolutions:

  • Verify you have the correct domain selected to reach your intended destination. 
  • Escalate to a Supervisor to have internal permissions assessed.

 

 

If you are able to verify you are logging into the correct Connection and still unable to proceed, please escalate to your Supervisor or Daktronics Field Service Lead.

 

 

Single Sign-On Error - Service Partners Only

 

Cause: After logging in with your credentials, you 'Single Sign-On Error' and unable to progress.

 

Resolution: Escalate to a Supervisor for your account permissions to be adjusted.

 

 

 

 

Logging in with the correct credentials

Cause:  Either your username or password is incorrect. This will be the same email and password you use to log into your UPS account.

Resolution: Confirm your credentials are being entered correctly. If you do not have a UPS account, please escalate to your Supervisor or Daktronics Field Service Lead.

Note: if you have forgotten this information, refer to the email address that this configuration process was sent to.

With knowing your email address, tap on the "need help signing in" to reset your password. This will also update your UPS password. 

 

 

 

 

Verify you are downloading the correct application

Cause: The application looks different from the training material.

Resolution: Confirm you are opening the Salesforce Field Service Mobile Application.

Download the Salesforce Field Service mobile app that is found in the App Store for Apple devices and the Google Play Store for Androids devices.

 The icon is a pink pin with a white heart in the center.

 

Verify the correct Connection/Server in the correct Location

Cause: You have entered the provided Domain in the incorrect location. 

 

 

If you see this picture above, this indicates you have entered connection/server in the "Use Custom Domain" which is the WRONG location. The directions to correct location is explained below. 

Resolution: 

Apple:

 Please navigate to the Gear Icon below and enter the name and connection.

Android:

Please navigate to the three dots and choose Change Server

 

 

Apple: Tapping on the + sign will open a window for you to enter the Host & Name of the connection

 

 please check that you have input the correct information as shown below.

Note: Capitalizing the "M" and "S" of MySupport is critical.

 

Android

Apple

 

 

Confirm you have the correct Connection/Server Selected

Cause: With the incorrect Connection/Server selected, you are unable to reach your intended destination.

Resolution: Verify you have selected the correct Connection by opening the connection list.

Apple: Tap on Gear icon and verify "dak" is selected".

Android: Tap on the three dots in the upper righthand corner to open the Connection list and confirm you have the "dak" Connection selected. 

 

 

 

 

 

 

 

KB ID: 000030930

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