![]() Field Technicians: use the Field Service Mobile app, as they are always “on the move” and also need offline capabilities to not disrupt their work.You’ll find Dispatchers using the “ Dispatcher Console”. Dispatchers: need to access multiple pieces of information, simultaneously, in order to make a call on who is best for the job.how long the technician spent at the site, travel time), and customer satisfaction.Įach of these people (personas) uses Salesforce Field Service in a different way: Service Managers: monitor service call-out volume, service efficiency (ie.They validate the need for a call-out, or whether there’s an alternative, easier resolution. Service Agents: handles communication with customers, when they request a service call-out.Field Technicians: the specialists carrying out the service, such as the installation crew.They will send the right person for the job, based on skill, availability, and proximity to the site. Dispatchers: responds to customer “work orders” such as service call-outs.These service scenarios involve multiple people: The installation requires the customer’s signature, as approval.Ĭredit to Aidan Flynn at Brick Lane Consulting. The new door has to be delivered before it makes sense to send the door-fitting crew. The space for the door has to first be made into brick and structurally reinforced. Think about a high-end door installation company. The more “moving parts” involved with delivering the service, that involve specialized individuals coordinated in a sequence, then the more value FSL will deliver to organizations that use it. Salesforce Field Service is valuable to organizations with mobile field technicians that support their customers. Source: Who Uses Salesforce Field Service? The data model diagram helps to describe the relationship between Service Cloud and Field Service: Field Service Mobile App (for Android and iOS) – which includes offline capabilities.Field Service user interface: the Field Service Dispatcher Console.Territory and scheduling: the related objects that facilitate the appointment booking (scheduling & optimization).Salesforce Service Cloud: Field Service is closely aligned to Service Cloud, sharing the “Work Order” object.Service Appointment records bring together standard Salesforce Service capabilities, plus territory and scheduling (described below). Service Appointments: the central piece of the field service puzzle.Salesforce Field Service could be broken down into the following parts: Often, functionality is added with each Salesforce release that passes. Simply put, when a customer orders a new cable service, the cable installer will show up – where they are now, where they’re going, and how many meters of cable are in their van – is all managed with Field Service Lightning.įield Service Lightning is a Salesforce product that has evolved over time – and continues to. ![]() ![]() Salesforce Field Service, formerly known as Field Service Lightning (FSL), is the extension of Service Cloud that provides a comprehensive view of workforce management. This guide will cover “what is Salesforce Field Service?”, who uses it, reporting, scheduling, optimization, and more. ![]()
0 Comments
Leave a Reply. |