#1 most frequent
United States of America
66.1%619 installations of 936
What is Agentforce 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.
Categories & Use Cases
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Who Buys & Uses Salesforce Agentforce Field Service
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
4.7%44 installations of 936
#3 most frequent
India
4.6%43 installations of 936
Pros
- Intelligent scheduling and dispatch for technician optimization
- Robust reporting and analytics for operational insights
- Seamless integration with Salesforce CRM
Cons
- Complex initial setup and configuration, often requiring external expertise
- Difficulties with integration with non-Salesforce systems
- Mobile application issues, including error handling and data synchronization
Salesforce Field Service Review
Use Cases and Deployment Scope
To track, manage, deploy the crews for construction. Over 200 construction crews covering seven states and I used them to deploy them and track them and help manage their completion and their day to day.
Pros
- A lot of it consolidates our information and stores it in a virtual filing cabinet is what I like to call it. And the fact that I don't have to have my foreman, go to multiple different apps. They can go to one spot for sign in. Those other apps can potentially be linked to it and they can still use them, but that information is now pulled into Salesforce and so it's viable information for any kind of data analytics that we want to be able to do.
- When we have put a little bit of customization on it makes it very filled friendly. I don't know that I would agree that right out of the box it's super filled friendly for my guys and it's right out of the box. It's more of the, I like to call it the cable repair guy model, where you have techs that potentially are going to do five or six different stops throughout a day and then just rinse and repeat day over day. Our work orders tend to span from two hours to two months, and so we have to do a little customization, but it is customizable. So that's a great additive.
Cons
- It seems like when they do bring another one of these companies and there's thousands of them here trying to buy for a position to bolt onto Salesforce, that it's a little bit clunky at first. And I wish that was not quite. So some of the apps that we're using in field services are kind of crucial to our day to day that it's not really built into the field service. It's just a bolt-on. And so it creates some navigation issues for my foreman in the field where they have to log out of one to get into it. Now they're linked and they speak to each other, but if I can reduce the amount of clicks in a given day, that's just more time for my foreman to be doing what I need them to do instead of navigating through apps. So I would like to see that integration between systems and Salesforce to be a little cleaner on that front side. Probably that, that's probably about it. I mean, they know a lot more about this than I do, that's for sure.
Return on Investment
- It is a real challenge because it's really challenging. My group and my workforce is not really open to change and that's not necessarily really into a lot of technology. I mean that's quite honestly why a lot of them probably decided to pursue a career in the construction industry. And so not super tech savvy. I do have a few, I don't want to paint them all that way, but they are very concerned with who's moving their chiefs. And so, it's a challenge trying to do the change management with a bunch of old sticks in the mud and I am one of those. If I don't buy in on it, I'm going to be the biggest resistor there is, but I do buy in on this.
The most Capable Scheduling Software to Date
Use Cases and Deployment Scope
We use this as our primary CRM and scheduling software for 40-60 technicians. We are able to maintain up to date billing invoices and records as well as record any inbound or outbound communication with each customer. For every maintenance or install need we can also create the neccessary cases to dispatch a technician quickly and accurately. The field service functionality is top notch and the drive time saved is huge thanks to the optimization tools. There are several quirks with the system but with a few capable Salesforce CMS developers any needs can be addressed.
Pros
- Field Service Gantt
- Service Resource Management
- Drive Time Optimization
- Customizable
- Great Reporting
Cons
- Our biggest complaint is the optimizer removes jobs from the schedule at times and they are hard to track down and if missed we may not have a tech show up at all for the customer.
- Reporting off of Service Appointment history is challenging
- Without having a developer adjust your views the amount of available fields can be overwhelming.
Return on Investment
- The reporting alone allowed us to provide accurate data to our board and investors to then secure further funding
- We were able to drive down creation costs by reducing drive time and improve overall tech utilization
- Improve customer satisfaction by having better tracking/notes of previous conversations
Usability
Alternatives Considered
Sonar Enterprise
Best app service for Field Level Service
Use Cases and Deployment Scope
We are using it for one of our clients to schedule the appointments of their nurses and assign them the appointments according to their availability. It is useful for real-time tracking, provides field service, and utilizes your resources well . We can change the appointment according to our resource requirements and utilize their time fully. We can use it for the clients who want to see their representative in a single dashboard and assign them the appointment according to their availability. Its mobile app is very good it can give the representative the customer details, and knowledge Articles, and update the status in real-time. we can send automated delay or reach notifications to our customers.
Pros
- Real Time Communication with back-office team When our nurses need anything by using mobile app they can reach out to our back office team to resolve their issues
- Utilization of resources We can see the all the appointments view with the assigned representative in a single page so We can assign more appointments if any resources has any free slot it is just a drag and drop
- It helps us to automate the process like delay or reach notification we can also route the appointments based on representative skill set, location and urgency of task
Cons
- We faced some issue while automating the field service lightning when we are automating a bulk updating process of appointments we are facing many errors heap limit is exceeding some time it is throwing retry and nothing happens
- We are integrating it from one of their legacy ERP systems so as we know Field service is a managed package we face many problems with the custom building of integrations
Most Important Features
- Its efficiency for scheduling and dispatching the appointments
- Utilize the resources fully assigning them when they are free slots so we also don't have any chance of getting multiple ask at the same time
- Real time communication between the field agent and back office team
Return on Investment
- It is the best return on investment it is utilizing our resources fully
- We are receiving more appointments then last year and it is very easy to manage by fsl dashboard
- We are getting high CSAT scores from our Customer which is a sign our customers are happy with our service
Alternatives Considered
Salesforce Service Cloud, Salesforce Sales Cloud and Flosum
Other Software Used
Flosum, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Data Cloud, Salesforce Spiff
Best piece of sales software bar none
Use Cases and Deployment Scope
It is integrated with our sct app which is used for timeshare presentations. Salesforce Field Service allows managers to see what processes the sales executive are currently working on with the guests. This allows the manager during the hand-off to have a "warm" introduction with the guests and seemingly start to hand off the client to close the sale. This also allows them to do everything within one app.
Pros
- Track customers
- Track sales
- Create sales projections
Cons
- Hard to integrate
- It's not easy to learn
Most Important Features
- Real time sales information
- Sales projection
Return on Investment
- Has increased our closing rates
- Has made information gathering easier
Great work order management tool
Use Cases and Deployment Scope
Salesforce Field Service offers powerful work order management tools that allow teams to create, assign easily, and track service requests. Whether a simple repair or a complex installation, the system provides the necessary details for the technician to complete the job successfully. The platform includes intelligent scheduling and dispatch features, which reduce downtime, minimize travel, and ensure that the right technician is assigned to the right job.
Pros
- Work Order Management.
- Customer Communication.
- Analytics and Reporting.
Cons
- Steep Learning Curve - This should be a lot simpler.
- More self-service capabilities.
- Expanding the range of third-party integrations.
Most Important Features
- Scheduling and Dispatch.
- Customer Communication.
- Analytics and Reporting.
Return on Investment
- Seamless Integration with the SF ecosystem.
- Customizable and Scalable depending on the work orders we have.
- Advanced Analytics.
Alternatives Considered
Freshdesk, FieldAware, Microsoft Dynamics 365 Field Service (FieldOne) and Zendesk Suite
Other Software Used
Webex Meetings, Miro, HubSpot CRM
