Item: Salesforce Agentforce Field Service
Rating: 9
Author: Ritesh Khatri

Overall Satisfaction with Salesforce Field 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 and Cons

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

Support Rating

It is very good Salesforce provides the best customer support and we are satisfied that they also help us in the integration of field service lightning with our ERP System and when we need they are ready to give us real-time support as they are available 24*7 so it is very good

Alternatives Considered

Salesforce Service Cloud, Salesforce Sales Cloud and Flosum

We selected the Salesforce Field Service Lightning because we are already using Salesforce as a CRM and Salesforce Field Service Lightning is best suited to it so that's why we picked it We also have seen some reviews and Field Service is far better than others and its service is also very good according to its reviews

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of Salesforce Agentforce Field Service go as expected?

Yes

Would you buy Salesforce Agentforce Field Service again?

Yes

Other Software Used

Flosum, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Data Cloud, Salesforce Spiff

Likelihood to Recommend

In our scenario, it is very well suited because we want to make the appointments of nurses and utilize their time fully, so Salesforce Field Service Lightning is providing the dashboard where we can see how many appointments are assigned and what the free slots. Once they do their service they can update their status so back office team get a real-time notification, so they can proceed for further process It also enhances our customer satisfaction because the customer can receive delay or reach notification. We also automated the process to assign the representative according to our customer requirements we are checking the skill set of our representative and the more suited one will be assigned for the appointment.

Comments

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Best app service for Field Level Service

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