Salesforce Field Service is a SaaS software designed to improve field service management and optimise customer service. Enhanced by artificial intelligence, it helps businesses boost the efficiency of their field teams and reduce operational costs while delivering high-quality service. With its powerful tools for scheduling, tracking, and task management, Field Service transforms the way technicians handle their field operations.

What Are the Key Features of Salesforce Field Service?

Smart Job Scheduling and Resource Management

Job scheduling is a crucial aspect of managing field teams. Salesforce Field Service helps businesses assign the right people to the right tasks based on skills, availability, and priorities. This reduces travel costs and improves first-time resolution rates.

• Workforce deployment management for optimal allocation of technicians to tasks based on skills.
• Intelligent forecasting and scheduling for proactive management of jobs and reduced travel time.
• Real-time tracking of job progress and ongoing tasks.

Optimisation of Asset and Work Order Management

Effective asset and work order management ensures quality service and prevents unexpected breakdowns. With a comprehensive view of equipment and its status, businesses can respond swiftly when needed and proactively plan maintenance tasks.

• Proactive asset management, offering a full view of equipment and parts needed for field operations.
• Streamlined work order management, enabling tracking of task progress and ensuring exceptional customer service.
• Maintenance planning to reduce the risk of equipment failures and service interruptions.

Increased Technician Productivity with Artificial Intelligence

With integrated AI, Salesforce Field Service automates processes and real-time data management, reducing the time spent on each job while enhancing customer satisfaction and minimising costs.

• Optimisation of technician workflows with tools that ensure first-time problem resolution.
• AI-generated summaries after each job, simplifying reporting and follow-up.

Seamless Communication and Better Job Preparation

Salesforce Field Service ensures that technicians receive the right information before each job, thanks to an always-accessible mobile app. Teams can access quick guides, consult FAQs, and receive detailed briefings before heading to the field.

• Briefings for mobile teams, ensuring efficient preparation for each job.
• Access to critical data in real time, even offline, for optimal job tracking.
• Visual Remote Assistant for augmented reality remote support, helping solve complex problems.

Customisable Mobile App for Your Field Teams

Salesforce Field Service allows full customisation of the mobile app through Salesforce’s Lightning framework. This enables businesses to tailor the tool to the specific needs of their sector and technicians. Teams benefit from industry-specific features for each job, increasing their productivity and efficiency.

• Extend the mobile app with ready-made or customised components to meet industry-specific requirements.
• Offline data access, ensuring teams are never short of information, even in network dead zones.
• Generative job summaries, facilitating task management and results tracking.

Enhanced Customer Service with Remote Support Tools

Salesforce Field Service improves the customer experience by offering remote support options and streamlining appointment scheduling. Using the Visual Remote Assistant, customers receive real-time help to resolve issues without requiring a technician's physical presence.

• Appointment Assistant, allowing customers to schedule appointments at their convenience.
• Remote support, enabling quick problem resolution through augmented reality and in-house expertise.
• Improved customer satisfaction through responsive service and fast issue handling.