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Salesforce Field Service

Salesforce Field Service
Formerly Click Field Service Edge

Overview

What is Salesforce Field Service?

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

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Recent Reviews

Not ready for Prime Time

1 out of 10
March 16, 2019
My company is currently using ClickMobile to manage the schedules of 1,000+ field clinicians. It is supposed to perform real-time tracking …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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Contractor

$50

Cloud
per month per user

Contractor Plus

$75

Cloud
per month per user

Dispatcher

$165

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.salesforce.com/products/fie…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $50 per month per user
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Product Details

What is Salesforce Field Service?

An AI platform for field service with features that help users to enhance customer engagement with real-time personalization, optimize field teams with an inbuilt scheduling engine and access to offline data, as well as the ability to improve field visits with the help of trusted AI built on the Einstein 1 Platform.

Salesforce Field Service Features

  • Supported: Appointment Scheduling
  • Supported: Work Order Management
  • Supported: Dispatching
  • Supported: Activity Tracking
  • Supported: Service History
  • Supported: Forecasting and Planning

Salesforce Field Service Screenshots

Screenshot of Screenshot of Screenshot of

Salesforce Field Service Video

How to Optimize Field Service Teams | Salesforce Demo

Salesforce Field Service Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll

Frequently Asked Questions

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

Salesforce Field Service starts at $50.

ServiceTitan, SAP Field Service Management, and HouseCall Pro are common alternatives for Salesforce Field Service.

The most common users of Salesforce Field Service are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(32)

Attribute Ratings

Reviews

(1-5 of 5)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
Implemented primarily for field crew scheduling and timekeeping. Has evolved to be our primary means of scheduling and completing fieldwork, including a newly created Operations & Maintenance (O&M) program. Has helped us standardize our appointment types as well as safety and quality practices. We use labor hours to estimate install efficiency and compare across crews as well.
  • Task Management
  • Crew Accountability
  • Appointment Scheduling
  • Flexibility/Customizability
  • Mobile app performance
  • Mobile app error handling and troubleshooting
Because troubleshooting the mobile app remotely can be really challenging, the tool would be best suited for companies that have a main office where folks can get together and discuss issues in person. Desktop experience is complex but otherwise functions very well. Mobile app error handling could definitely be improved.
  • Timekeeping
  • Scheduling
  • Capacity planning
  • Service Territories
  • Field Service allowed us to efficiently 2x our field crews in a year
  • Field Service allowed us to quickly build out new appointment types and workflows for our field crews
We had to contact support a number of times related to bugs that our admin/dev teams were not able to troubleshoot. Unfortunately the Salesforce support was not super helpful, asking us to perform steps that we already completed and included in the original support ticket. Then the problems couldn't be reproduced so ultimately the tickets got closed without resolution. LWC support in the mobile app is severely lacking.
We haven't yet taken advantage of any customer engagement features, but scheduling has gotten dramatically easier, and we recently began leveraging scheduling optimization features to make scheduling faster, easier, and most importantly, error-free. Being able to design and quickly update Work Plans and Work Steps for specific appointment types has been very valuable, but we would like this feature to be slightly more dynamic.
We evaluated some other field service software options but have not directly used any competitors. We selected Field Service because it integrates seamlessly with our existing Salesforce org, and has a more robust feature set than the competition. No regrets with selecting this tool for our specific use cases. Its flexibility and scalability were keys for our decision making process.
Souvik Basu, CSM® CSPO® | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We have implemented solutions for our business through Salesforce Field Service solving real life problems like Defect liability period (DLP) for Real estate domain. Previously as well, Salesforce FSL had been used as the tool to improve on the existing legacy system to dispatch technicians from Business side when they faced complaints/issues which the Business is liable for.
  • Great dispatcher service which helps the Field Service managers
  • Great view of the availability of the technicians
  • Ability to track real time any updates about the service appointment
  • License could be less pricier esp. the dispatcher license
  • Restricted workflows and data visibility, along with slow performance can complicate the experience for the technician
  • Since we use devices primarily for this like Ipad and Android devices, the mobile app needs to be improved which crashes often
1) I am a homeowner, who has moved in less than 1 year ago so my maintenance (DLP period) is still active. I face issues in my home and call the service center to fix the issue (can be any kind of issue like furniture or electrical etc.). The whole process that happens after this after this initial case is raised is taken care by Salesforce FSL which is amazing.

2) Not only for real estate, but same scenarios can work for any industry like even utilities (water management company) who are responsible for home water. So if water is hard, customer calls the service center, a case is raised on and then on managed via Salesforce field service.
  • Positive Impact being customer satisfaction
  • Positive being able to manage technicians better
  • Positive being tracking of the service requests
I know of IFS but I do not think it is a worthy or close competitor to Salesforce Field Service lightning as its not that user friendly yet with a complicated interface. Also it does not have the name and respect and brand value that Salesforce commands in the market thereby making it easier for Business to approve.
Score 1 out of 10
Vetted Review
Verified User
My company is currently using ClickMobile to manage the schedules of 1,000+ field clinicians. It is supposed to perform real-time tracking and sync with office staff. We hoped to integrate it with our billing and time reporting systems, but that is a long way off.
  • They apparently have an excellent sales team.
  • Click has a long way to go to improve functionality of its current features. It is buggy and slow, and does not sync correctly with scheduling.
  • Mobile users can only see one day at a time, making point-of-care scheduling cumbersome.
  • Tech support is only provided to end users by email.
Advertised as an integrated solution for home care field clinicians, but it does not work offline, allow staff to view entire schedule, or enter recurring appointments.
  • Field nurses are spending 4-5 (paid) hours a week trying to troubleshoot this software.
1500
Field clinicians Staffing Managers
Gary Patterson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

We (Diabsolut) are a preferred partner and implementer of the full suite of ClickSoftware products with offices in Canada, United States, and India.

We have implemented ClickSoftware's Mobile Workforce Management software at several of our clients and have successfully deployed it, and many other ClickSoftware products to other clients over an ever expanding array of sectors for several years.

The Mobility solutions offered by ClickSoftware are very robust and extremely configurable, enabling adopters of the software to get everything they need and almost everything they want out of a mobile workforce management system today. Clicksoftware is always updating their software with bug fixes and enhancements making for a highly evolved offering that can adapt to meet your organizations needs as your business changes and grows. ClickSoftware offers a Windows based "thick" client that is perfect for Field resources utilizing a laptop, while ClickMobile Touch allows for organizations that have gone truly mobile to utilize a robust mobile workforce management system through an HTML5 webpage or native app on a smartphone.

ClickMobile allows organizations communicate with field resources in real-time. This allows for updates to and from the field resources, enabling the business to react in those critical moments when customer service is tested.

  • ClickMobile allows for real-time updates from the field. The devices don't need to be within the organizations domain to communicate with the back-end database. This makes updating work order information much less cumbersome since VPN connections are not necessary for mobile field workers
  • Store-and-forward capability of the Mobile applications allow users to make updates to a work order even when they don't have an internet/data connection. They can make their changes and rest assured that they will be recorded to the organizations database when internet connection is restored.
  • ClickMobile Touch makes the BYOD a reality as the application is device agnostic and will run on any browser that supports HTML5.
  • At times updates from may take a while to come back to the main database. This is generallly because of a loss of internet connectivity due to poor data coverage from cell towers or Wi-Fi networks.
  • Organizational IT policies of network architecture/DMZ/Firewalls may add to the challenges of deploying ClickMobile outside of the organization domain, thus allowing field resources the ability to access relevant work order data without connecting the company network via VPN. This can usually be overcome with quality solution design and implementation.

ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs.

Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.

  • Generally, when customers adopt ClickMobile along with a solid Change Management approach and strong business analysis to streamline processes they can experience a more efficient workforce within the first two weeks of going live with the product. Based on your organizations needs the ROI can be realized in as little as 3 months of implementation.
  • Changing processes is bound to bring out the nay-sayers in the organization. This can result in making some of the best field resources in the organization unhappy and that may bring down productivity. For this reason it is extremely important to really take the Field resources opinions on the matter into consideration.
  • Time-to-service, as a KPI generally increases when a product like ClickMobile is introduced to an organization. When coupled with a strong scheduling program like ClickSchedule the realized customer satisfaction and efficiency of the scheduling department and Field workforce is exponential.
  • Mobile solutions like ClickMobile give organizations an new, highly detailed way of scheduling emergency and high-priority work to the Field in a fraction of the time that most organizations do today.
  • TOA,ServiceMax
ClickSoftware has been the leader in the Garner Magic Quadrant for Field Service Management for 4 years. This designation by Gartner has identified ClickSoftware's product and service as both innovative and most able to execute. ClickSoftware have brought new technologies to the Mobile Workforce and helped many companies around the world become more efficient and proactive, instead of remaining reactive, to their customer's service and scheduling needs.
As of right now there is not a alternative that seems to offer all of the functionality with a vision of what is needed in the future. It is my belief that ClickSoftware will remain a leader in Mobile Workforce Management for a long time.
Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
George Pelosi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
ClickSoftware Mobile Workforce Management is used to manage workflow of mobile workforce in North America. It is being using in these countries only. It does a very good job of scheduling tasks and managing assignment resources based on current business rules and objectives. ClickSchedule 8.16 is very stable and it does a good job of auto scheduling calls when it has been configured properly. It addresses the problems of how to manage your mobile workforce, whether it be field technicians or a group of contractors assigned to a particular site.
  • ClickSoftware Mobile Workforce Management is very scalable to meet the scheduling demands of any size organization
  • ClickSoftware Mobile Workforce Management is very customizable to the needs and requirements of any service organization
  • ClickSoftware Mobile Workforce Management allows an organization to plan and adjust to the service business changes in demand.
  • ClickSoftware Mobile Workforce Management takes very skilled and certified personnel to manage the changes to code, logic, or applications.
  • ClickSoftware Mobile Workforce Management requires significant upfront business analysis investment in time and planning to be implemented properly.
  • ClickSoftware Mobile Workforce Management requires a significant investment in IT infrastructure in order to implement successfully.
There is some size value of an organization where you would need enough resources with a scheduling problem or mobile workforce demand large enough in order to justify the effort required to implement such a solution. Key questions would include how many field or mobile resources are needed to be scheduled every day, and how complex are the tasks that they are being assigned to.
  • ClickSoftware (ClickSchedule) has allowed for a technician work schedule to be fuller
  • ClickSoftware (ClickSchedule) has improved efficiency of the mobile work force when it is adhere to, and excessive rule violations are avoided.
  • ClickSoftware (ClickSchedule) has increased accountability of the mobile work force throughout the day.
I only recall reviewing the Oracle Scheduler a few years ago, and it was not as robust or user friendly on the GUI as ClickSchedule was. We have reviewed no other such solutions that I am aware of, we are a long time user of the ClickSoftware line of products especially Schedule and Analyze.
ClickSoftware is still being used. As far as I can tell it will be used tomorrow as well. Once you make the commitment to run with that as your scheduling engine, it would take a lot of effort to evaluate and implement another companies' solution without significant disruption to your service organization.
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