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Salesforce FSL - A Lifesaver for Customer Service Management
December 19, 2023

Salesforce FSL - A Lifesaver for Customer Service Management

Souvik Basu, CSM® CSPO® | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Salesforce Field Service

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
  • 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.

Do you think Salesforce Field Service delivers good value for the price?

Yes

Are you happy with Salesforce Field Service's feature set?

Yes

Did Salesforce Field Service live up to sales and marketing promises?

Yes

Did implementation of Salesforce Field Service go as expected?

Yes

Would you buy Salesforce Field Service again?

Yes

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.