Turns a service request into a dispatched visit: the dispatcher picks the engineer and parts, the engineer closes the job on mobile, and the service order is confirmed for billing.
Objects are read in place through the REST and Bulk APIs, and changes arrive through Change Data Capture events, so a screen shows a record seconds after a seller edits it. The rows stay in Salesforce.
| Object | Read from | Fields the app uses | Freshness |
|---|---|---|---|
| Sales order line | Order · OrderItem | Order.OrderNumber (number) · OrderItem.Id (line) · Order.AccountId (customer) · OrderItem.Product2Id (material) | live through the API |
| Warranty | Asset · Entitlement | Asset.Id (equipment) · Asset.SerialNumber (serial) · Entitlement.StartDate (warranty start) · Entitlement.EndDate (warranty end) | live through the API |
| Customer master | Account | Account.Id / AccountNumber (id) · Account.Name (name) · Account.BillingCountry (country) · Account.OwnerId (territory) (sales org) | live through the API |
| Employee | User · Contact (employee community) | User.EmployeeNumber (id) · User.Name (name) · User.Department (org unit) · User.Title (position) | live through the API |
In plain words: A customer submits S01 on the portal screen, or the service desk logs a request from a call or from the service case in the CRM.
This app starts from a screen, so the first read happens when the instance opens; the criteria on the arrows use the fields above.
A customer submits S01 on the portal screen, or the service desk logs a request from a call or from the service case in the CRM. The instance then reads its rows from Salesforce through the handlers above.
Writes go through the REST API (update and composite calls) under the integration user's profile and sharing rules. Each call returns the record ID or an error message, and the app records both beside the decision.
| Object | What changes | Interface |
|---|---|---|
| Sales order line | service order created with the visit, parts and labour lines; confirmed quantities and completion written when the engineer closes the job | PATCH sobjects/Order |
Each write stores the identifier Salesforce returns beside the decision, the person and the time, so the log answers who changed what, and the reconciliation shows it arrived.
Profiles, roles and sharing rules are mapped to Lima access policies once. A seller who sees their own opportunities in Salesforce sees the same rows in the app.
The screens read through handlers that leave the rows in Salesforce. History the app needs at scale is landed in the lake by the Backbone, which is the exception by design.
The prerequisites above: an integration identity with read rights on the objects listed and write rights on the interfaces named, connectivity, and the scopes agreed with the process owner.
Yes. The screens, criteria and roles stay; the handlers are re-bound to the other system's objects, and the app's other system pages show them.
Bring the process and the systems it touches. In the first session we register the data handlers, draw the levels or the lanes and run the first screen on your live rows.
