Salesforce Field Service: From pen and paper to digitally empowered service

 Oct 13, 2021

Salesforce Field Service is a great way to take your business from pen and paper to digitally empowered service

When you hear “Salesforce” what comes to mind? Sales teams leveraging all the awesome capabilities of Sales Cloud to manage client relationships, stay on top of their pipeline, and close crucial deals? Maybe a distributed Customer Support team, able to answer customer questions via email, phone and chat, and text, no matter where they’re located, through the power of Service Cloud. You might flash to the dynamic marriage of Slack and Marketing cloud.

In fact, you might already be using some of these amazing tools to generate, support, and grow your business – but what about the actual day-to-day hands-on work that makes your company run?

If you are a small or medium business in the service sector, you might be surprised to learn that Salesforce Field Service is an excellent fit for you and your service team.

Salesforce Field Service (previously known as Field Service Lightning) empowers field technicians and dispatchers to seamlessly schedule service calls, calculate quotes on the spot, order and track inventory, and provide customers with comprehensive documentation of work completed. And if your Sales team is already using Sales Cloud, you can leverage the customer information they’ve already gathered, to make sure that your techs know everything they need about the customer they’re servicing.

Check out the power of Salesforce Field Service in this video!

It’s pretty common for service technicians to still be working off of pen and paper to complete a work order, track a PO, or get sign-off from a customer on-site about the work they’ve completed.

Not only does that make it nearly impossible to keep an accurate record of which techs have completed which service appointments, what parts they might have used, or whether they needed to request inventory from a vendor, your dispatchers have no way of verifying when a tech arrived on site or left for the next appointment!

Dispatchers

With Salesforce Field Service, dispatchers can create service appointments from work orders and have the option to leverage AI-powered recommendations to determine the best next steps – including which equipment to add, and the type of service needed.

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Dispatchers can then schedule service techs by region, skill, and availability all in a single Gantt chart view.