Mobile Field Service Theater Session. Video of App can be found here: http://www.youtube.com/watch?v=ioza4xkWAGs&feature=share&list=UUcMYJov2x-oTmyxmCqB3lrw&index=1

1. Case Study: Building a Mobile App
for Field Service
Cory Cowgill
The Warranty Group
Salesforce Analyst & Force.com MVP
@corycowgill

2. Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be
deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other
financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any
statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of
our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to
larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is
included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent
fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor
Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions
based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these
forward-looking statements.

3. Agenda
 Mobile Application Case Study Overview
• Service Cloud and Platform Features
• Quick Intro to Mobile Architecture
• Live Demonstration – Tap to Case
 Application Functionality and Code Deep Dive
• Mobile UI with jQuery Mobile
• Salesforce Mobile SDK for Security & REST API Access
• NFC Phonegap Plugin for Serial Number Scanning
• HTML5 Canvas for Client Signature Capture
• Camera Access for Case Documentation
• Chatter API for Social Feeds on Cases

4. Tap To Case
A complete application for mobile field service agents.

5. Salesforce.com Solution
Case Management
CTI Integration
Dispatch & Scheduling
Service Agreements (Entitlements)
Social Feeds
Security Authentication & Authorization
REST API Access

6. Quick Intro – Hybrid Mobile Architecture
 HTML5 & Javascript Based
• Allows developers to reuse existing
skillsets.
 Allows access to device API
• Provides greater access to device
hardware via PhoneGap plugins.
 Trade Off
• Application performance will not be
as quick as purely native
applications.

7. Demonstration
 Tap To Case
• HTML5 Hybrid App
• Android (NFC)
• Mobile Field Service

8. Mobile UI with jQuery Mobile
 Themes & Styling
 Navigation
• Single Page
• Multiple Page
• Sidepanel
 UI Elements
• Content Sections (DIV w/ Data-Role)
• Buttons
• Lists
• Effects

9. Mobile UI with jQuery Mobile Code

10. Salesforce Mobile SDK – Security & OAuth

11. Salesforce Mobile SDK – Query, Insert Case Data
 Force TK Security & Session Management
 Force TK Client Query & Insert Data
forcetkClient.query("Select Id, CaseNumber, Description, Status, Subject, Priority, ContactId, Contact.Name,
Contact.Email, Contact.Phone, Account.Name, AccountId, Account.BillingStreet, Account.BillingCity,
Account.BillingState, Account.BillingPostalCode, Device__c, Device__r.Name, Device__r.Model__c,
Device__r.Serial_Number__c, (Select Id, Subject, StartDateTime from Events order by StartDateTime limit 1 ),
(Select Id, Name, Quantity__c, Part__r.Name from Case_Parts__r) from Case",onSuccessSfdcCases,
onErrorSfdc);

12. NFC Phonegap Plugin
 Register NFC Listener
 On NFC Read Event - Process Case Query

13. HTML5 Canvas for Client Signature Capture
 Create a Canvas Element
 On Touch Events Draw the Signature

14. HTML5 Canvas for Client Signature Capture
 Capture Signature Content in JavaScript for Upload

15. Camera Access for Case Documentation
 On Camera Button Link
 Capture the Image Content Returned

16. Social API – Chatter Feeds Query
 Query Chatter Records
function pullCaseChatter()
{
forcetkClient.query("Select c.Id, c.CreatedBy.Name, c.CreatedById, c.CreatedDate, c.Body, (Select Id, FeedItemId,
ParentId, CreatedById, CreatedBy.Name, CreatedDate, CommentBody, InsertedById, CommentType, RelatedRecordId
From FeedComments),(Select Id, FeedItemId, FieldName, OldValue, NewValue From FeedTrackedChanges) From
CaseFeed c where ParentId = '" + selectedCase.Id + "'", onSuccessSfdcCaseFeed, onErrorSfdc);
}

17. Social API – Chatter Feeds Display
 Display in A Collapsible jQuery Mobile DIV

18. Putting it all together

19. Additional Resources
 Developer Force
• http://developer.force.com
• http://wiki.developerforce.com/page/Developing_Mobile_Applications_That_Sup
port_Near_Field_Communication_(NFC)
 GitHub
• https://github.com/corycowgill/MobileFieldServiceApp
 Salesforce Mobile Gallery
• http://www2.developerforce.com/mobile/gallery

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