What it is

Admins can configure whether Service Account is required for each Work Order Type. This lets organizations use the same Field Service work order model across account-based service, consumer service, internal maintenance, and integration-driven work. A work order type can support work orders that include a service account and, when configured, work orders that don't require one.

Why organizations should use it

Use this capability to model service work more flexibly. Organizations can continue to use a service account when account context provides value, such as service location, billing defaults, territory, tax settings, work instructions, customer assets, and account-specific reporting. They can also configure selected work order types for scenarios where the work is centered on a person, an internal team, a functional location, a project, or another integration-specific customer model.

This gives service organizations one configurable foundation for B2B, B2C, internal, and mixed operating models. Dispatchers and service teams can choose the right customer and service context for each work order while admins preserve account-required behavior for the work order types that depend on account-derived defaults.

How it works

A new work order type-level setting controls whether a service account is required.
When a service account is required, existing account-centric work order behavior continues to apply.
When a service account is optional, the same work order type can support work orders with a service account and work orders without one.
If a service account is selected, Field Service can continue to use account-derived context such as service address, billing defaults, territory, tax settings, work instructions, and related customer information.
If no service account is selected, users can provide the required service, billing, location, scheduling, and integration context through the work order fields and related records that apply to the scenario.
Work order validation and lifecycle logic support both patterns based on the selected work order type.

When to require service account

Require a service account for work order types that are designed around account-specific service location, billing defaults, entitlements, service territory, customer assets, or account instructions.

When to make service account optional

Make a service account optional for work order types that need to support flexible service context, including B2C service, internal maintenance, project-centered work, functional location-centered work, or integrations where the work order might or might not be associated with an account.