Any company that is customer-facing, worries about dramatically improving their Customer Experience. To close the gap with actual performance, companies want the employees to be tightly connected with the rest of the CRM system. The greater the level of cross departmental collaboration, the smoother the entire process in the company would be. Field Service Lightning (FSL) from Salesforce makes that happen. Think of any field service use case – FSL will provide an answer.

Let’s begin with the basics.

FSL is suited for any firm that commits to its customer about an out-of-office visit by a skilled representative. The entire customer journey – customer, contact center agent, dispatcher, field technician – gets magical with the skills, location, time and business rules in place. Think of a technician on one side of the spectrum and an investment counselor on the other; think of a social worker on one hand and a public service official on the other.

It is imperative for organizations to expand their view a bit and they might be able to find very apt use cases in their org.

Ok, so what’s so impressive about it?

FSL is designed specifically for execution of work orders. The FSL app is designed to work offline that makes technicians’ lives easier in any network conditions. With real time information, updates and guidance, there is not much room left for error or delay.

However, when you dig deep you realize there is so much more to be awed about.

  • For field service, you no longer have to depend on any tool on AppExchange. FSL is native on the Salesforce platform that has removed the need for a custom integration. Moreover, being native lets administrators make use of Salesforce’s point-and-click configuration and workflow. As mentioned earlier, FSL is also available as a purpose-built mobile application.
  • The scheduling engine makes assigning resources considering skills, location, and business objectives a breeze. The dispatcher console displays everything from appointment lists, work orders, scheduling actions, and Gantt chart, to an interactive map in a real-time, color-coded, easy-to-use interface. The scheduler also gives better visibility and control of what is happening in the field.
  • Connected field service with FSL helps you achieve speed and efficiency that was unthinkable before. The work orders are integrated with Accounts, Contacts, Assets, Cases, Entitlements, and other objects. This allows pulling in data across Salesforce. You can view Knowledge articles and track SLA compliance with Milestones in real time. You can set up rules with criteria such as location, skills, available hours, past completed jobs, or even maximum travel distances. You can even set up your company’s service objectives ranging from urgency, minimum overtime, preferred resources and skills, to minimum travel.
  • Now you need not assign a job to each resource. Instead you can now create Service Crew i.e. a group of service resources that can be assigned to field service work as a unit.
  • Service Reports are critical in the field service domain. FSL allows you to designate signature types and have multiple signature types captured on the Service Report. Also, technicians can view a preview of the Service Report from their mobile devices. If the technician is offline, the report has a watermark to indicate that the report may not have the latest data.
  • Now you can draw your own territory directly on the map as a Polygon and then assign it to a Service Territory. These Map Polygons facilitate mapping out the territories, and to execute multiple Service Appointments as once.
  • You can have Work Sites and under it can be customer sites or places where inventory is stored. The hierarchy makes it clearer how the Work Site is organized. You can also add Files such as sitemaps, photos, blueprints, etc. to the location to help the technician navigate the Location.
  • Product search is so much more efficient now. Products can be searched in specific locations to see if someone else has the part they need. The products can be consumed across multiple locations when completing the job. With Einstein Vision, mobile employees can also identify assets and parts in images using image recognition.

FSL offers several other cool features such as central lightning bolt button, scheduling of night shifts that stretch beyond mid night, mapping of both planned and actual route on the map, automatic following of assigned appointments and their parent records, setting up multi-day work orders for both service resources and equipment, and many more.

Dispatching, monitoring, and reporting field agent’s activity was never this simple. Put your efforts together to get FSL and get the right field agent in the right place, at the right time, to meet or exceed customers' expectations.

Have any other questions about the Field Service Lightning? Do you think your company could benefit from FSL? Do you believe your customers should think about implementing FSL?

Feel free to contact us and we’d be more than happy to help.


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