Send the right technician. Fix it on the first visit.

SALESFORCE FIELD SERVICE, FORMERLY FIELD SERVICE LIGHTNING

From case to completed visit

Salesforce Field Service connects the office and the technician in the field. Field Service and Operations covers the end-to-end job: dispatch, scheduling and mobile work orders. Asset Service Lifecycle Management brings customer and asset data together, and Visual Remote Assistant lets an expert help a technician in real time to improve first-time fix rates.

A field visit starts as a case. FORWARD connects the two, so the technician arrives knowing the customer, the asset and the history, and the visit closes the case in the same Service Cloud.

Key benefits

The right person, the right visit

Dispatch and schedule technicians on skills, location and priority, from one view in the office.

Fix more on the first visit

Let experts guide technicians in real time with visual remote assistance.

Assets and uptime in one record

Bring customer and asset data together to keep equipment running and find new revenue.

On the road, online or offline

Technicians work in the mobile app, also where the signal is poor, and the data syncs when they are back online. Reps who visit customers to sell, not to repair, use Salesforce Maps instead.

Have more questions? Here’s an FAQ

What is Salesforce Field Service, and is it Field Service Lightning?

Yes. Field Service Lightning was the earlier name for Salesforce Field Service. It manages dispatch, scheduling, mobile work orders and assets for teams that work at the customer’s location.

What is the difference between Field Service and Service Cloud?

Service Cloud handles cases and conversations across channels. Field Service covers work done on site. They connect, so a case can become a scheduled visit and close when the job is done.

Does Field Service work offline?

Yes. Technicians use the mobile app with optimization tools for both online and offline work, and the data syncs when they reconnect.

What does it cost?

Salesforce licenses Field Service per user, as an add-on or inside higher editions. Implementation depends on your technicians, skills, territories and systems. We scope it after a first workshop.