A Comprehensive Guide to Salesforce Field Service
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Salesforce Field Service Lightning (FSL) offers essential tools for managing work orders, scheduling, and field workers within Salesforce CRM, necessitating installation of two managed packages: the base and lightning packages. It features a mobile application for technicians and supports various user roles, including administrators, agents, dispatchers, and mobile workers, to enhance customer service operations. Key benefits include smart scheduling, effective tracking of assets, and real-time service delivery monitoring, with a guided setup process for activation.
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A Comprehensive Guide to Salesforce Field Service
- 1. Salesforce Field Service The Best Assistant for your Customer Support Operations Salesforce Field Service Lightning (FSL), one of the finest products for field workers and technicians within the Salesforce CRM. With Field Service, you have access to different tools that you need to manage work orders, scheduling, and your mobile workforce. cloud.analogy [email protected] +1(415)830-3899
- 2. Salesforce Field Service Managed Packages To harness the power of Salesforce Field Service, the users need to install two managed packages: 1. Base Package - It consists of the Object Data model. 2. Lightning Package - It consists of the Field Service Lightning App. cloud.analogy [email protected] +1(415)830-3899
- 3. Three Main Parts Of Salesforce Field Service Core Features When Salesforce Field Service is activated, the users get access to a set of standard objects found in Setup andas tabs in Salesforce. Managed Packages ● A guided setup tool ● A dynamic scheduling console ● A scheduling optimizer ● Scheduling triggers and policies Mobile Application The Salesforce Field Service mobile application for iOS and Android is an ultimate tool for field service technicians and workers. cloud.analogy [email protected] +1(415)830-3899
- 4. Four Main Users of Salesforce Field Service Field Service users fall into the following categories: cloud.analogy [email protected] +1(415)830-3899 FSL Administrator FSL Agent FSL Dispatcher FSL Mobile Worker or Technician
- 5. FSL Administrators Admins are behind the setting up the core features and assigning required permissions to users. FSL Agents They are responsible for receiving inquiry calls, handling cases and work orders, and booking appointments. FSL Dispatchers Dispatchers schedule and assign technicians to work orders intelligently and scheduling appointments based on skills and routing policy. FSL Mobile worker or Technician They are responsible for receiving work orders and appointments, managing and updating job progress, and delivering a seamless customer experience through the mobile application. cloud.analogy [email protected] +1(415)830-3899
- 6. Benefits Of Using Salesforce Field Service Work Orders Management: Appointments and work orders can be created from within Service Cloud Console on Salesforce. Assets Management: Track customer assets and setup automated service scheduled based on customer asset information. cloud.analogy [email protected] +1(415)830-3899
- 7. Benefits Of Using Salesforce Field Service Smart Scheduling: Increase field workforce optimization by assigning appointments to technicians based on location, skills, proximity, and other rules. FSL Mobile App: Provide field technicians with high visibility into customer records, appointments, work orders on their mobile devices. cloud.analogy [email protected] +1(415)830-3899
- 8. Benefits Of Using Salesforce Field Service Dispatcher Console: Dispatchers work on assigning work orders, track and monitor service delivery in real-time. Analytics: For Analytics, you need to purchase a separate license for Wave Analytics and integrate it. cloud.analogy [email protected] +1(415)830-3899
- 9. Steps to Enable Field Service Lightning Step 1 : Go to Setup>> Field Service Settings>> Enable Field Service Lightning. Step 2 : In the Notifications section, choose "Enable notifications" to send notifications to users’ on the Salesforce mobile app, and the FSL mobile app about the status of work orders and service appointments. Step 3 : In the “Auto-Created Service Appointments” section, choose 'Days After Created Date' to define the due date for a certain number of days on auto-created service appointments. cloud.analogy [email protected] +1(415)830-3899
- 10. Step 4: In the "Sharing" section, choose one of the following options: Choose 'Share dispatched service appointments with their assigned resources’. Choose 'Share service appointments parent work orders with their assigned resources' Step 5: In the 'knowledge Search' Section, choose the work order and work order line item fields to display the suggested Knowledge articles based on the selected fields Step 6: And then, click Save. cloud.analogy [email protected] +1(415)830-3899
- 11. Conclusion Salesforce Field Service provides users with the comprehensive tools that are required to schedule and assign work orders, schedule appointments, and manage your mobile workforce. cloud.analogy [email protected] +1(415)830-3899