Overview
Product Information on Salesforce Field Service
What is Salesforce Field Service?
Salesforce Field Service Pricing
Overall experience with Salesforce Field Service
“Mobile Integration And Dispatcher Licensing Impact Salesforce Field Service Effectiveness”
“Modern Platform Offers High Customisation With Some Limitations on Features”
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Company Description
Salesforce is a company that integrates artificial intelligence with customer relationship management and data to create solutions for customer-related concerns. Salesforce's primary business problem is to enhance the interaction between businesses and their customers by leveraging technology.
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User Sentiment About Salesforce Field Service
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Performance of Salesforce Field Service Across Market Features
Salesforce Field Service Likes & Dislikes
FSL aka Salesforce Field Service is a very flexible on-site service scheduling program that is powered by Salesforce.com. The benefits is that it comes based on their Service Cloud console, but uses core objects such as Cases, Work Orders, address lookups (native integration with Google Maps) and it has it's own mobile app that has a decent user experience out of the box.
The user interface is modern and intuitive. The ability to extract comprehensive reports around anything in the system is also quite powerful. There is also a range of integrations with other platforms that we are using with this product.
The system was very easy to use and made it much faster to switch between customer cases. I like that we could see the full communication history regardless of the platform the passenger used.
There's a big focus on a centralized dispatcher and that license comes at a cost. For organizations that would be fairly self-service where appointments can be picked up by a technician and added to their route, having a dispatcher license is unnecessary. However the entire model is predicated on scale, so at large scale you would need a centralized ability to see load spread across the team.
Certain levels of customisation cannot be achieved from the mobile application. Specifically the ability to embed images, html or other content. This has limited the the functionality of the platform. From my understanding this is due to the app working offline, though it was still frustrating. The desktop GUI is much more robust.
There were occasional system lags when too many users was logged in at the same time, especially during peak travel disruption days like when a volcano erupts and causes flight cancellations. This sometimes caused a delay in sending responses and which is very stressful when dealing with time sensitive cases like these.
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Peer Discussions
Salesforce Field Service Reviews and Ratings
- It Manager50M-1B USDConsumer GoodsReview Source
Mobile Integration And Dispatcher Licensing Impact Salesforce Field Service Effectiveness
FSL aka Salesforce Field Service is a well architected application powered by Salesforce. It's been an easy implementation for an experienced and thoughtful system admin, but works best when you partner with a competent BA who understands the service experience and the challenges on-site staff go through. Making their experience intuitive and easy is key to the entire process. - Manager<50M USDServices (non-Government)Review Source
Streamlined Multi-Channel Customer Support with Easy Escalations and Great Team Visibility
I used Salesforce while working with Jetstar, where I was part of the team handling customer support for flight cancellations, lost baggage and other travel-related issues. We managed the customer queries that came through Twitter, Facebook Messenger and email. Before using Salesforce, it was difficult to track conversations across these platforms, and agents sometimes missed customer follow-ups. When we implemented Salesforce, it allowed us to manage all these platforms in one view. For example, if a passenger messaged us on Twitter about a cancelled flight, we could immediately pull up their previous emails and Facebook messages in the same workspace. The system also made it easier to escalate urgent cases like for passengers who needed a wheelchair on their flight. - HSEQ Manager50M-1B USDConstructionReview Source
Modern Platform Offers High Customisation With Some Limitations on Features
The software platform is marginally better than other similar products in this space. It is modern, fairly simple and allows for a high level of customisation. - IT Manager10B+ USDInsurance (except health)Review Source
Field Service Platform Eases Agent Coordination But Faces Setup and Offline Limitations
We used Salesforce Field service to manage healthcare agent appointments, efficiently scheduling based on licensing, territories, and availability. it significantly improved scheduling accuracy and customer satisfaction. - PMO50M-1B USDInsurance (except health)Review Source
Powerful for scheduling and mobility with an outstanding mobile app
A powerful tool for improving scheduling,dispatchinf ans customer satisfaction. It has helped streamline field operations, reduce response times, and maintain better visibility into technician availability and performance.The integration with the broader Salesforce ecosystem adds value by connecting field data with customer records, cases and service history in real time.