A Comprehensive Guide to Salesforce Field Service
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Is your business making sure that service agents are dispatched to the right jobs? Getting this smart scheduling down is essential to ensuring that the appropriate technician with the correct skill set is sent to the job they can complete. If you get this down, your business can reduce costs and improve the quality of service offered to customers.
Does this sound like something you want to implement in your business? Keep reading! We discuss Salesforce Field Service and how it can be used to optimize on-site operations for technicians and mobile professionals so that you can focus on bigger goals, like growing a business.
Let’s get started!
What is Salesforce Field Service?
It’s a solution from Salesforce for field service operations. It was previously known as Field Service Lightning (FSL) if you are searching for it now. When businesses choose to use Field Service in Salesforce, they get to extend the power of Service Cloud to provide on-site services on time.
Salesforce Field Service Lightning Features
Let’s examine some of Salesforce Field Service’s features that can help your company develop efficient processes for on-site operations.
| Feature | Description |
|---|---|
| Manage Work Orders for Field Service Tasks | Salesforce Field Service can create, assign, and track work orders. These work orders contain information about customers, the location of the service, the skills required for the service, and the parts needed for the service. |
| Schedule and Dispatch Agents for Service Teams | Salesforce Field Service uses algorithms to schedule and dispatch agents to the correct location of a service. Salesforce’s solution is versatile enough to send a business real-time updates about a service agent’s availability or job status. |
| Mobile Solutions | Salesforce Field Service works on mobile devices. Service agents can access job details, customer information, and other functionality in real time. Salesforce Field Service also works offline, so agents can still access and update work orders in locations without an internet connection. |
Salesforce Field Service Management Benefits
From the table of features, we can understand that Salesforce Field Service helps on-site service teams speed up their tasks. Now let’s explore how Salesforce Field Service management improves the productivity of on-site service teams.
- Thanks to Salesforce Field Service scheduling and dispatching functionality, service agents reduce their travel times and complete more work orders.
- With an accurate schedule, service agents are punctual to jobs and can complete tasks faster with the information added to work orders. This makes customers happy and ensures they remain doing business with your company.
- Managers can view all details regarding field operations in real-time. This visibility empowers managers to make smarter business decisions based on data and can allocate resources more effectively.
Salesforce Field Service Data Model
This data model can help teams manage field service operations in Salesforce. It consists of the following Salesforce objects:
- Work Orders
- Service Appointments
- Resources
- Inventory
- And More
Salesforce Field Service Mobile App
We mentioned earlier that service agents can benefit from the Salesforce Field Service app that works on mobile devices. With the Field Service app, agents can manage their operations while out on site. Let’s look at two features service agents gain with the Salesforce Field Service Mobile app.
Manage Work Orders
Service agents get to view their relevant work orders on mobile devices. The type of information that can be stored in a work order include:
- Customer Details
- The Location Where the Service Will Take Place
- A List of Tasks the Service Agent Needs to Perform
- The Parts that the Agent Must Bring for the Service
Agents can also use the Field Service mobile app and Salesforce to gain more control over work orders. For example, they can update tickets with the latest information, such as notes or photos.
Run Appointments
The Salesforce Field Service mobile app allows agents to view and prepare for appointments well ahead of time. Some of the information that agents can access about service appointments include:
- Details About the Meeting
- The Time Scheduled for the Appointment
- The Location of the Service
With the Salesforce Field Service mobile app, agents also receive real-time updates about appointments. For example, if a customer has created a new appointment, changed it, or even canceled it, the Salesforce Field Service mobile app will notify them about it.
Salesforce Field Service Pricing
Now that you can see how efficient your on-site teams can be with Salesforce Field Service, you should find out about the cost of this solution. That price will be based on a few factors and your unique business requirements.
The Field Service from Salesforce’s pricing page is generally packaged into 6 tiers. Each tier is different, and you can extend the capabilities of your chosen package with add-ons. Here is a general overview of the different types of licenses you can obtain for Salesforce Field Service:
- Dispatcher: This license costs €165 per user per month and gives teams a console in Salesforce for scheduling appointments, managing work orders, and automating workflows.
- Technician: This license costs €165 per user per month and gives users access to a mobile toolkit. It’s great for on-site users, as it has offline capabilities. With this license, users can also automate workflows to be more productive.
- Contractor: This license costs €50 per user per month or €20 per login. Businesses choose this license type to support their 3rd party field service agents. With it, service agents can use the mobile app to access productivity tools, work orders, cases, and contracts.
- Contractor Plus: This license costs €75 per user per month or €30 per login. This package supports users with features that can boost revenue streams. For example, contractors can use tools to cross-sell and upsell to customers. With the Contractor Plus license, users can also use the productivity tools in the mobile app and access the Dispatcher console.
- Field Service Plus: This license costs €220 per user per month. It’s a great package if you want the features from the Dispatcher and Technician licenses. It also integrates well with Service and Sales Cloud to give users complete solutions for selling and servicing tasks.
- Einstein 1 Field Service: This license costs €600 per user per month and is the best solution from Salesforce Field Service. It merges the solutions from Field Service Plus, AI tools, and your business data.
Of course, this pricing information could change at any time. Make sure to check the official Salesforce website for the latest pricing information.
Titan and Salesforce Field Service
Titan can support your endeavor if you want to extend one of your Salesforce Field Service licenses. Our platform integrates directly into Salesforce using no code. In fact, you only need a few clicks to configure the setup.
Check out our simple 3 step integration here.
When you integrate Titan with Salesforce, you get to elevate your software and solutions with no code. Titan is the number 1 fastest-growing tool on the Salesforce AppExchange marketplace because you can use it to:
More than One Way to Optimize Field Service Operations
Thanks for reading our article on Salesforce Field Service. The robust software solution optimizes technician scheduling and reduces wasted travel time. In the article, we covered how Salesforce Field Service can be used to complete more jobs in a workday and the pricing of the solution.
We also introduced you to Titan to show you how you can use our software to extend your Salesforce solutions so teams can provide accurate and high-quality services to customers. For a Titan and Salesforce Field Service demo to elevate your custom solutions, please get in touch with us through one of our social media links below.
We hope to see you soon!
Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.
Frequently Asked Questions
What is Salesforce Field Service?
It’s a full software solution for teams performing on-site service operations. It works with Salesforce Service Cloud to allow teams to schedule appointments, dispatch technicians, and manage resources with software. Teams made up of field technicians or on-site service agents can benefit from Salesforce Field Service, as the software can optimize administrative tasks so they can perform equipment installations, maintenance jobs, repairs, or inspections well.
What is Field Service Lightning in Salesforce?
It’s a Salesforce module used to manage field service operations. It’s now known as Salesforce Field Service and can be found within Service Cloud. With it, users can access various tools to schedule appointments, dispatch technicians, and track resources for field service teams.
It is a useful solution for technicians as it helps them to deliver services on time to customers on-site.
Who can use Salesforce Field Service?
This Salesforce tool can be used by many organizations across various industries. They are favored by teams that have to perform on-site services, such as:
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Maintaining infrastructure for electricity, gas, or water.
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Configuring mobile installations and internet networks.
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Repairing equipment and machinery.
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And More!
What is the process for using Salesforce in the field?
There are a few steps to using Salesforce in the field. However, when they are followed, teams can speed up service operations. For example, a team can build a process from start to finish, from appointing a work order to dispatching a technician to a location to complete a task. Here is a general process that can be referred to:
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A service request is created by a customer.
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A work order is generated in Salesforce.
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The work order is scheduled.
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A technician is notified and dispatched to perform the service.
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The technician reviews the work order and travels to the location to perform the service.
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After completing the service, the technician uploads information and images of the service to Salesforce using a mobile device.
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The technician uses Salesforce to generate a service report and shares it with the customer via email.
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The work order is marked as “Complete“ in Salesforce, and a bill is sent to the customer.
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The tools and resources used in the on-site service are deducted from the inventory levels in Salesforce.
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Managers and analysts can review and track the on-site service process in Salesforce.
