Field Service Management on Salesforce: 5 Things You Need to Know

In Salesforce Tips & Tricks by synaptic_wp

An impressive list of manufacturing, energy, and consumer goods leaders are turning to Salesforce to power field service operations. Field Service Lightning’s (FSL) staggering  success no doubt has something to do with the influx. Salesforce launched FSL back in 2016, bringing a powerful stack of mobile and IoT capabilities to Service Cloud in order to enable “intelligent customer service from phone to field.”

In the few short years to follow, FSL has come to rank as the fastest growing product in Salesforce history, swiftly planting Salesforce alongside ServiceMax and Oracle as a serious contender in enterprise field service management.

But Salesforce is a powerful enterprise SaaS for field service, above and beyond Field Service Lightning. If you aren’t yet familiar with what sets Salesforce apart from its peers, here are a few key things to consider:


Salesforce boasts one of the largest implementation, consulting, and independent software vendor (ISV) partner networks in the software industry. A frequent criticism of other field service management solutions is that they lack enough partners to assist customers with implementing the software they purchase. If you scour Salesforce’s extensive partner network, you’ll likely find vendors with the chops to provide you with a custom deployment and Salesforce-native apps to solve your unique business challenges.


From its inception, Salesforce has used cloud-based applications to solve customers’ most daunting challenges. Apps, in their essence, give the gift of simplicity. And simplicity equates to lower costs, increased productivity, and expanded revenue. As a field service organization, you not only have the power of Service Cloud and Field Service Lightning at your fingertips, but you also have supplemental apps on Salesforce’s App Exchange that enhance every facet of your field service operations. There’s a reason cloud-based technologies that leverage mobile apps are trouncing stodgy legacy programs. They yield results. Fast.


No matter which Salesforce application you use, all your data ends up in one place. You don’t need to worry about extracting data from one database and matching it to customer information in another. Instead, your customer service agents, dispatchers, and field service technicians can achieve a 360-degree view of your customers in one console. As you wipe out data silos, agent productivity, customer satisfaction, and customer retention rise.


Many innovations in artificial intelligence and the Internet of Things, while dazzling, are often impractical. Salesforce’s AI and IoT solutions stem directly from customers’ needs on the ground. Sensors in Salesforce IoT products detect malfunctions early, while Salesforce Einstein AI Vision identifies objects within photos to help field technicians resolve customer issues in real time. Leveraging AI and IoT is an imperative for today’s field service organizations. Salesforce makes both accessible.


Salesforce products always put the customer first. This is critical in an age where customers expect faster, better, and more personalized service. Service Cloud’s omnichannel support lets customers choose their preferred communication channel. Field Service Lightning’s Snap-in Appointment Management enables customers to easily schedule their own field service appointments on your website. The Service Cloud and Field Service Lightning consoles give you a 360-degree view of customers, assets, and field technicians so you can provide top-notch service. Salesforce’s customer-centric field service management solutions all but guarantee an increase in agent/technician productivity and customer satisfaction.