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Salesforce Field Service

Salesforce Field Service
Formerly Click Field Service Edge


What is Salesforce Field Service?

Salesforce Field Service, including and replacing the former Click Field Service Edge (CFSE) that was acquired with ClickSoftware by Salesforce in 2019, was a field service management software solution that is now available on the Salesforce Service Cloud. The solution…

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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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What is Salesforce Field Service?

Salesforce Field Service, including and replacing the former Click Field Service Edge (CFSE) that was acquired with ClickSoftware by Salesforce in 2019, was a field service management software solution that is now available on the Salesforce Service Cloud. The solution is designed to give field…

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Product Details

What is Salesforce Field Service?

Salesforce Field Service (formerly Click Field Service Edge) is a field service management software solution available on the Salesforce Service Cloud.

Features include:

Mobile Worker Support
Ensures service consistency by connecting front-line workforce to data and tools on the field. With the Field Service Mobile App, built on the Salesforce Platform and powered by AI and real-time data, mobile workers have access to guided workflows, knowledge, and industry features — on and offline.

Scheduling and Dispatching
Minimizes operating costs by ensuring that the right resources with the right skills and the right tools are on the best routes. Responds to dynamic requests and emergencies with automated scheduling and dispatching.

Asset Service Management
Reduces downtime and improves service accuracy with a complete view of assets, with Data Cloud. Monitor asset performance and predict asset failure to help proactively resolve customer issues.

Add-on Enhanced - Service Delivery
Simplifies field service with automation and intelligence. Custom workflows can automatically manage work orders based on entitlements. Offers real-time insight into operations with configurable dashboards.

Add-On - Real-Time Remote Assistance
Improves first-time fix rates by resolving issues from anywhere with live video. Connects customers and frontline workforce with experts using augmented reality and interactive guidance.

Click (ClickSoftware) was acquired by Salesforce in August 2019. The solution will be offered as part of the Salesforce Service Cloud solution.

Salesforce Field Service Video

With Salesforce you will enhance your field service operations through automated scheduling and optimization. With AI recommendations you’ll be proactive in dispatching the right mobile worker for the right job to deliver the trusted, on-time support your customers need. #Sa...
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Salesforce Field Service Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


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(1-3 of 3)
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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.
Field clinicians Staffing Managers
Gary Patterson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

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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