What is Field Service?

Field Service helps organizations manage work tasks of any kind that need to be performed on location. It is a collaboration between numerous parties, including:

  • The customer who makes the service request or product that requires support;
  • The agent who receives the service request, creates a work order and assigns to the right service engineer, based on schedules, expertise and location
  • The service engineer who receives the work order and makes the on-site visit to complete the job.

Often it is about servicing or repairing physical assets. Having a clear and integrated overview of your assets, customers, available engineers including maintenance plans and service contracts is essential in servicing your customer in the right way.

Today’s customer expectations:

Now more than ever before, it’s all about meeting or even exceeding customer expectations. With customers being used to “premium” digital experiences like Uber, the consumer brings these expectations to the interaction he will have with your service organization.

  • Skills – the right person to arrive
  • Parts – with the right tools and parts
  • Planning – on time, every time
  • Self service – to be able to book a service appointment from any device
  • Informed – they want more visibility into what they can expect from their visit with a field agent
  • Updates – they want up-to-the-minute information about events
  • Tracking – from tracking a package to that Uber-like experience

Key features of Salesforce Field Service Lightning

The Salesforce Field Service Lightning solution provides a pallet of intelligent features on the powerful Salesforce platform which enables you to meet your customer expectations.

Empower your customers

  • Book a service appointment, anytime, anywhere
  • Have the right technician, arrive on time
  • Uberized updates and tracking

Supercharge your Service Agents

  • Transform the service desk from cost center into profit center
  • A 360 degree view on the customer
  • Optimize workorder scheduling with AI powered planning models

Turn Field Engineers into Super Heroes

  • Offline-first mobile experience, wherever they are
  • Access key information about assets, repair instructions and customer contact info to help the customer quickly
  • Generate digital service reports on-site