Salesforce Field Service

Score8.4 out of 10

49 Reviews and Ratings

What is Salesforce Field Service?

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

Categories & Use Cases

Field Service Management

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Verified User

Engineer in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

Salesforce Field Service offers powerful work order management tools that allow teams to create, assign easily, and track service requests. Whether a simple repair or a complex installation, the system provides the necessary details for the technician to complete the job successfully. The platform includes intelligent scheduling and dispatch features, which reduce downtime, minimize travel, and ensure that the right technician is assigned to the right job.

Pros

Work Order Management.
Customer Communication.
Analytics and Reporting.

Cons

Steep Learning Curve - This should be a lot simpler.
More self-service capabilities.
Expanding the range of third-party integrations.

Most Important Features

Scheduling and Dispatch.
Customer Communication.
Analytics and Reporting.

Return on Investment

Seamless Integration with the SF ecosystem.
Customizable and Scalable depending on the work orders we have.
Advanced Analytics.

Alternatives Considered

Freshdesk, FieldAware, Microsoft Dynamics 365 Field Service (FieldOne) and Zendesk Suite

Other Software Used

Webex Meetings, Miro, HubSpot CRM

Verified User

Manager in Marketing (201-500 employees employees)

Use Cases and Deployment Scope

We use Salesforce Field Service to keep track of our customer information, dealer information, running reports, campaigns, etc. Salesforce Field Service ties into our Salesforce CRM and the other Salesforce programs we use like Marketing Cloud, Sales, etc. Salesforce is essential for our business because we can see which customers purchased from what dealer and keep track of all that information. We also can run reports to see what areas sell better, what tactics work, how many of each product we sell, and to who so we can market it better.

Pros

Easily ties with Salesforce CRM to keep track of customer information
Easy to view customer information
Easy to run reports / monitor data
Fast customer service

Cons

Very complicated when setting up, ours is very simple because we are not sure internally how to set up all of the complicated features
Wish we could add more detailed information without it being hard to set up
Workflows are complicated to set up. We had to hire a contractor to set ours up

Most Important Features

Managing dealer information
Managing customer information
Integration with Salesforce CRM
Keeping track of sales data

Return on Investment

Negative: Complication to use so we are using time up and employee salary to learn
Negative: We had to hire someone to create and automate our workflows
Pro: Integrates quickly and easy with Salesforce CRM which helps us to keep track of customer, reseller information so we can see where we need to improve on sales

Alternatives Considered

Salesforce Marketing Cloud, HubSpot CRM and Salesforce CMS

Other Software Used

HubSpot CRM, Salesforce CMS, Salesforce Marketing Cloud

Verified User

Team Lead in Engineering (501-1000 employees employees)

Use Cases and Deployment Scope

We use Salesforce Field Service primarily as a timekeeping and scheduling tool for our field installers. Schedulers use the desktop version to schedule various custom appointment types, and crews receive the appointment information directly in the app. Crews upload photos and complete detailed, step-by-step work instructions using the tool. Overall, the app greatly improves field-to-office (and vice versa) communication and information sharing. It has become the go-to resource for our field staff.

Pros

Appointment Scheduling
Customized job information/work steps
Consistent uptime

Cons

Error handling and troubleshooting in the mobile app
Mobile data sync
Scheduling console UI and appointment list view functionality

Most Important Features

Timekeeping
Scheduling
Installation Documentation

Return on Investment

Scalability
Operational efficiency
Safety and Quality metrics

Alternatives Considered

Procore

Other Software Used

Salesforce Service Cloud, ADP Enterprise HR, Google Cloud Storage

Ritesh Khatri View profile

Salesforce development in Information Technology at Areya (51-200 employees employees)

Use Cases and Deployment Scope

We are using it for one of our clients to schedule the appointments of their nurses and assign them the appointments according to their availability. It is useful for real-time tracking, provides field service, and utilizes your resources well . We can change the appointment according to our resource requirements and utilize their time fully. We can use it for the clients who want to see their representative in a single dashboard and assign them the appointment according to their availability. Its mobile app is very good it can give the representative the customer details, and knowledge Articles, and update the status in real-time. we can send automated delay or reach notifications to our customers.

Pros

Real Time Communication with back-office team When our nurses need anything by using mobile app they can reach out to our back office team to resolve their issues
Utilization of resources We can see the all the appointments view with the assigned representative in a single page so We can assign more appointments if any resources has any free slot it is just a drag and drop
It helps us to automate the process like delay or reach notification we can also route the appointments based on representative skill set, location and urgency of task

Cons

We faced some issue while automating the field service lightning when we are automating a bulk updating process of appointments we are facing many errors heap limit is exceeding some time it is throwing retry and nothing happens
We are integrating it from one of their legacy ERP systems so as we know Field service is a managed package we face many problems with the custom building of integrations

Most Important Features

Its efficiency for scheduling and dispatching the appointments
Utilize the resources fully assigning them when they are free slots so we also don't have any chance of getting multiple ask at the same time
Real time communication between the field agent and back office team

Return on Investment

It is the best return on investment it is utilizing our resources fully
We are receiving more appointments then last year and it is very easy to manage by fsl dashboard
We are getting high CSAT scores from our Customer which is a sign our customers are happy with our service

Alternatives Considered

Salesforce Service Cloud, Salesforce Sales Cloud and Flosum

Other Software Used

Flosum, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Data Cloud, Salesforce Spiff

John Chavez View profile

Manager of Instructional Design in Human Resources at Marriott Vacations Worldwide (5001-10,000 employees employees)

Use Cases and Deployment Scope

It is integrated with our sct app which is used for timeshare presentations. Salesforce Field Service allows managers to see what processes the sales executive are currently working on with the guests. This allows the manager during the hand-off to have a "warm" introduction with the guests and seemingly start to hand off the client to close the sale. This also allows them to do everything within one app.