Salesforce Field Service – the everyday hero in the field

Salesforce Field Service is the everyday hero for many businesses with employees working in the field. These include companies in the service, repair, installation, and construction industries. So what exactly sets this platform apart? And how does it work? Our colleague Robin Mild answers some of the most common questions about Salesforce Field Service.

What is Salesforce Field Service?

Salesforce Field Service is, as the name suggests, Salesforce’s field service solution. The solution is designed to make day-to-day work easier for supervisors and staff working in the field. Here, employees can find information on everything from schedules and job descriptions to component types and inventory status at various workstations.

How does it?

The process begins often with the customer getting in touch. When the assignmentcomes comes in, the supervisor, or the system itself, forward it to someone accessible and suitable field agent (with the right skills and the right tools). The service technician receives then receives information about the assignment and what needs needs to be done. If anything tools is missing , it’s easy to see if it's in the nearest warehouse or if a colleague might have the tool in their service vehicle. It’s also to access knowledge articles if there is anything that the field agent doesn't know. Everything happens in real time from a mobile phone, tablet, or computer. 

What is the advantage of Field Service?

There are plenty of benefits – increased collaboration, efficiency, structure and happier customers are just a few. Many organizations still manage their field agents manually or in outdated systems. This isn’t just time-consuming, but can also become extremely costly if companies that manage their assets such as heavy machinery or expensive inventoryeffectively. Salesforce Field Service gives the whole team a complete overview of the customer, assignments, and assets in real time. Since the field agent arrives prepared with all the information at their fingertips, the customer enjoys a smooth and fast experience. 

What types of businesses can use the platform?

The platform is suitable companies that have staff in the field. Just Salesforce Field Service is an extension of Service Cloud and enables to enhance value and create a more comprehensive view of customer activities. Just like Salesforce other solutions, you can purchase a standard package and add more features and integrations as needed. 

We have decided to Field Service – what do we do now? 

Get in touch us us directly orcontact Salesforce. We can helpwith with analyses, best practices, customizations, and how the system can be integrated into the organization to help the business achieve its goals. Salesforce provides you with suggestions for various packages– and licensesprices.