Salesforce Field Service

Salesforce Field Service, previously known as Field Service Lightning, is a part of Service Cloud that offers a comprehensive workforce management system for field service teams. It facilitates field service operations by tracking and managing activities for the mobile workforce. Rather than manually tracking stock, vehicles, employee calls, and movement on the field, Salesforce Field Service helps organizations meet their customers’ needs by automating these tasks from one central location.

The 3 parts of Salesforce Field Service

Salesforce Field Service offers three main services for efficient field workforce management. They include:

Core Field Service. Organizations start with this part and then add the managed package and mobile app as needed. Core Field Service is where all the “housekeeping” takes place, from setting operating hours, skill sets, and appointment requirements to tracking inventory and van stock, planning, reporting, analyzing, etc.

Scheduling and optimization from a managed package. This module is also called the dispatcher console. It enables organizations to manage scheduling policies and allows dispatchers to schedule appointments according to technicians' availability.

A mobile app for the field workforce. The Field Service mobile app can be downloaded from App Store and Google Play for free. This app is field workers’ main tool; they use it to view their schedule and orders, reach contacts, verify addresses, log work, create follow-up appointments, and track van stock and inventory consumed. The mobile app enables workers to use Chatter to collaborate with other mobile workers, managers, and dispatchers. The app also provides access to organizations’ knowledge base when workers need to research tricky tasks. It is equipped with push notifications to ensure workers in the field don't miss time-sensitive information related to their current tasks. The app also works offline.