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Salesforce Field Service

How to Improve Customer Experience with Field Service

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It can be difficult to manage a mid-sized organization’s resources and field service teams, particularly in the middle of a global health crisis. When your teams have to leave company grounds, coordinate schedules, and manage inventory, it can be a challenge to maintain efficiency and good communication. Luckily, there’s a Salesforce solution designed specifically for field service companies.

Platforms That Enhance Field Service

Source: contractormag.com

Built on Service Cloud, Salesforce’s customer service platform, Salesforce Field Service, is an integrated solution for delivering mobile, frontline service for a variety of industries including construction. Optimized for use by service agents, dispatchers, mobile employees, and management, it provides a way to connect an entire workforce on a single platform to deliver service from any computing device.

Field Service Lightning features a Dispatcher Console that facilitates intelligent scheduling, a mobile app that enables real-time collaboration with techs and other team members, and a customer portal that affords the ability to self-schedule appointments and review appointment history.

The software also handles account management and work order management and allows users to manage and track maintenance plans, request parts, transfer inventory between locations, and track return of inventory.

Working from the console, dispatchers can book truth-based service appointments, with jobs automatically assigned to crews based on anticipated length of job duration with respect to open time slots and the skills, location and travel time of the tech or crew. Users can also integrate the company’s own business rules. The console is customizable with maps and Gantt charts and can show real-time alerts for jobs needing attention.

The Field Service Lightning Mobile app empowers personnel in the field to view appointment schedules,  reach contacts and verify addresses; “chat” with other mobile workers, dispatch, and management; track stock and inventory consumed on jobs; track updates with push notifications; and view Knowledge articles that can aid in completing unfamiliar or complicated tasks. Service reports can be generated and customer signatures can be captured from any mobile device. Mobile app users can access and update information regardless of connectivity.

Onsite techs and repair personnel can also tap into Einstein Vision to access image recognition capabilities that immediately identify assets and parts in images. Users can utilize pre-trained image classifiers or train custom classifiers for specialized image recognition use cases, a capability that can help differentiate among similar looking parts and serial numbers of onsite equipment. The tech can take a photo of a part and the software will quickly identify the exact product type.

Field Service Lightning offers email integration with Outlook and Google Apps and allows integration with third party systems via Mulesoft (purchased separately), a platform for APIs and integrated assets that enables Field Service analytics snapshots and reporting to spot trends and anticipate problems.

Cross selling and upselling features include the ability to generate leads, quotes, and sales contracts and to identify additional sales opportunities and territory management that can help companies balance out their workforce and assign techs to specific areas.  

The software includes a minimum of 1GB of data and 11GB of storage shared by all users, with additional data storage available.  

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