Field service documents in Salesforce: the complete guide

Last updated 29 October 2026.

This guide is the map. It names every document a visit tends to need, says which Salesforce record each is made on, and walks through what the technician does with no signal. Each step links to the guide that shows it screen by screen.

The documents a visit needs

Field service paperwork follows the job. Before the visit: the appointment confirmation, the job sheet, the risk assessment and method statement, the permit to work, the estimate. During and after it: the service report, the inspection report, the completion certificate, the test certificate, the invoice. For compliance: the landlord gas safety record, the PAT test record, the refrigerant service record, the water hygiene log, the vehicle health check, the meter installation certificate. Around the job: the technician’s run sheet, the planned maintenance schedule, the parts request and pick list, the parts transfer note, the time sheet, the expense claim, the warranty claim and the warranty certificate.

Docable ships a ready-made starter for each of those, in PDF and editable Word, and you change any of them in the Word-like editor. See the templates for every page of each.

Where each document is made

A document is made for, and filed on, the record the person is on. Build the template on the object where the work is recorded:

Document	Object it is built on
Service report, job sheet, completion certificate, gas safety record, PAT record, estimate, invoice, warranty claim	Work Order
A certificate for each boiler, each appliance or each asset on the job	Work Order Line Item
Appointment confirmation	Service Appointment
Asset service history, asset inspection report, warranty certificate	Asset
Technician run sheet	Service Resource
Planned maintenance schedule	Maintenance Plan
Parts request and pick list	Product Request
Parts transfer note	Shipment
Time sheet, expense claim	Time Sheet, Expense Report

Any other object in the org, standard or custom, works the same way. A Service Appointment does not offer its Work Order’s documents and a line item does not offer the work order’s; open the record the document belongs to.

Which documents are offered on a job

Each template carries an Offer when rule: a gas safety record only where the work type is an annual service, a commissioning certificate only on an installation, a warranty claim only on an asset under warranty. The rule can read any field of the record, its lookups and the account. The technician sees only the documents that fit the job. Offline, the rule is decided from the record as the phone kept it at its last sync. See Conditions.

With no signal

In the Salesforce Field Service mobile app the whole journey works without a connection:

The technician opens the work order, taps Actions, then Generate Service Document. The list shows the documents the phone kept at its last sync, up to 25 for the job.
Preview shows an example page with the job’s values, lines, photos and counts, and only the sections that apply. It comes to the phone with the job.
If the template asks questions (a reading, pass or fail, a note for the office), the technician answers them on the phone. A required answer must be given before Submit.
Sign opens a full-screen pad for each signature the template collects. If the customer cannot sign, Unable to sign records a reason from your list.
Submit saves the request on the phone with the job’s other changes. The screen says Saved for later.
When the phone syncs, Docable makes the document from the record as it is then, with the answers, the signatures and the photos taken on the job, and files it in the work order’s Files as a PDF, a Word file or both. Each signature is stored on the record as a Digital Signature. Nothing to tap again.

If Docable is busy when the request arrives, it tries again for about forty minutes with the signatures kept; if it still can’t, the technician gets a Salesforce notification that opens the record with the reason. The document and the signatures stay in your Salesforce org, on the record.

The step-by-step guide, with the screens: Make a document on a phone.

Inside Guided Experience

Salesforce’s Guided Experience walks a technician through a job as an orchestration of stages and steps, each step a screen of cards. Docable’s Generate Service Document action is a Lightning quick action, so an admin adds it to a step as a Lightning Quick Action card (the Source LWC Quick Action is the action on Work Order, Work Order Line Item or Service Appointment), as a required task or an optional one. The technician makes, signs and submits the document inside the step, online or offline, then moves on. The card does not pass the document back to the orchestration; a data retrieval flow can read the record’s Files or the generation run if a later step needs to know.

Signatures

A template collects up to four signatures by type (Customer, Technician, Engineer, Witness, as your org names them in the Digital Signature object’s Signature Type list). Each prints in the document with the name and the date. The person generating can keep their own signature so it is placed without drawing it every time. A document made where nobody signs, such as a scheduled run, prints a signing line instead. See Signatures.

When someone can’t sign

The technician picks a reason from your own list (Setup › Picklist Value Sets › Docable unable-to-sign reasons) and adds a note if you ask for one. The reason prints in the document and is kept with the generation run; the sample Flow Docable not signed task copies it to a Task on the record. You decide per signature type whether unable-to-sign is allowed. See When someone can’t sign.

Photos from the job

A template prints the record’s photos by title, singly or as a gallery (every “Site photo”, say). Photos taken before Submit are in the document made on sync, even while they are still uploading. A photo taken after Submit goes in the next document made. See Pictures.

Several documents with one signing

A visit pack groups two to six templates on the same object, defined in Docable Setup › Visit packs: the service report, the gas safety record and the invoice for a boiler visit. Packs are listed first on the phone, online and offline; one signing makes every document in the pack and joins them into one PDF.

After the visit, automatically

A record-triggered Flow emails the customer their signed report the moment it is made; another puts the unable-to-sign reason on a Task. Both ship as sample Flows to copy. Every other route works too: a schedule for the month’s certificates, a list for a batch of letters, Apex or REST from another system. See Flow and Make documents for many records.

Setting up the Field Service app

The org’s Lightning SDK for Field Service Mobile setting, each technician’s two Field Service mobile permissions, the Docable Document User role, create access on Digital Signature, the action on the work order layout, and one sync while online after a new template goes live. Docable Setup › Field Service checks all of it for the org and for a technician you choose, and says what to fix. After a Docable install or upgrade, each phone keeps the old action until Clear Cached Metadata (the app’s Settings, Advanced Settings) is used once while online. See Set up Docable for the Field Service app.

Compared with Salesforce’s own Service Reports

Service Reports and Document Builder come with Field Service and do a good job of a standard service report, signed offline. By Salesforce’s own documentation they make a PDF only, for a limited set of standard objects (Work Order, Work Order Line Item and Service Appointment), one at a time, with moderate layout control. Docable gives you far more room to design and more to work with: a Word-like editor, Brand Kits, photo galleries, sections that appear only when they apply, any object in the org, questions on the phone, visit packs, PDF plus editable Word from one template, and bulk runs. Whatever document a visit needs, in the layout you want, Docable makes it, and the office’s quotes, invoices and letters as well. The sourced comparison is on Docable for Field Service.

Send the customer their copy

A record-triggered Flow emails the customer their signed document the moment it is made. It ships as a sample Flow to copy. See Generate documents from Flow.

Something unclear or wrong? Tell support. Product page: Field service.