Salesforce Field Service

Score8.5 out of 10

49 Reviews and Ratings

What is Salesforce Field Service?

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

Categories & Use Cases

Field Service Management

Media

1 / 3

Most Frequent Users

Top 3 industries using Salesforce Field Service.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

20.8%

281 installations of 1,349

#2 most frequent

Manufacturing

19.3%

260 installations of 1,349

#3 most frequent

Information

8.4%

113 installations of 1,349

Verified User

Engineer in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

Salesforce Field Service offers powerful work order management tools that allow teams to create, assign easily, and track service requests. Whether a simple repair or a complex installation, the system provides the necessary details for the technician to complete the job successfully. The platform includes intelligent scheduling and dispatch features, which reduce downtime, minimize travel, and ensure that the right technician is assigned to the right job.

Pros

Work Order Management.
Customer Communication.
Analytics and Reporting.

Cons

Steep Learning Curve - This should be a lot simpler.
More self-service capabilities.
Expanding the range of third-party integrations.

Most Important Features

Scheduling and Dispatch.
Customer Communication.
Analytics and Reporting.

Return on Investment

Seamless Integration with the SF ecosystem.
Customizable and Scalable depending on the work orders we have.
Advanced Analytics.

Alternatives Considered

Freshdesk, FieldAware, Microsoft Dynamics 365 Field Service (FieldOne) and Zendesk Suite

Other Software Used

Webex Meetings, Miro, HubSpot CRM

Verified User

Manager in Marketing (201-500 employees)

Use Cases and Deployment Scope

We use Salesforce Field Service to keep track of our customer information, dealer information, running reports, campaigns, etc. Salesforce Field Service ties into our Salesforce CRM and the other Salesforce programs we use like Marketing Cloud, Sales, etc. Salesforce is essential for our business because we can see which customers purchased from what dealer and keep track of all that information. We also can run reports to see what areas sell better, what tactics work, how many of each product we sell, and to who so we can market it better.

Pros

Easily ties with Salesforce CRM to keep track of customer information
Easy to view customer information
Easy to run reports / monitor data
Fast customer service

Cons

Very complicated when setting up, ours is very simple because we are not sure internally how to set up all of the complicated features
Wish we could add more detailed information without it being hard to set up
Workflows are complicated to set up. We had to hire a contractor to set ours up

Most Important Features

Managing dealer information
Managing customer information
Integration with Salesforce CRM
Keeping track of sales data

Return on Investment

Negative: Complication to use so we are using time up and employee salary to learn
Negative: We had to hire someone to create and automate our workflows
Pro: Integrates quickly and easy with Salesforce CRM which helps us to keep track of customer, reseller information so we can see where we need to improve on sales

Alternatives Considered

Salesforce Marketing Cloud, HubSpot CRM and Salesforce CMS

Other Software Used

HubSpot CRM, Salesforce CMS, Salesforce Marketing Cloud

Verified User

Employee in Sales (501-1000 employees)

Use Cases and Deployment Scope

I use this app as part of a gig work community. When dispatched to a job, we use this app to track items to fix, resolution time, pictures, comments or anything that needs to be tracked in relation to the job. This has removed issues with lost notes, emails and stores content in one place for everyone.

Pros

Stores text comments for others to view later.
Makes data about the job easy to access on a mobile platform.
Allows me to manage my list of jobs without having a pile of paper to lug around.

Cons

Depending on how many data points are added the UI can appear very clunky.
I feel like the menu paths especially on mobile can be difficult to use.

Most Important Features

Comments inline with the job.
Dates and times associated with the job, this is great to prove that I was there and did the job when I said I was going to.

Return on Investment

When I visit a customers house, I dont need a laptop or messy paper work. Everything is always organzied.

Verified User

Team Lead in Engineering (501-1000 employees)

Use Cases and Deployment Scope

We use Salesforce Field Service primarily as a timekeeping and scheduling tool for our field installers. Schedulers use the desktop version to schedule various custom appointment types, and crews receive the appointment information directly in the app. Crews upload photos and complete detailed, step-by-step work instructions using the tool. Overall, the app greatly improves field-to-office (and vice versa) communication and information sharing. It has become the go-to resource for our field staff.

Pros

Appointment Scheduling
Customized job information/work steps
Consistent uptime

Cons

Error handling and troubleshooting in the mobile app
Mobile data sync
Scheduling console UI and appointment list view functionality

Most Important Features

Timekeeping
Scheduling
Installation Documentation

Return on Investment

Scalability
Operational efficiency
Safety and Quality metrics

Alternatives Considered

Procore

Other Software Used

Salesforce Service Cloud, ADP Enterprise HR, Google Cloud Storage

Verified User

Account Manager in Marketing (501-1000 employees)

Use Cases and Deployment Scope

The Salesforce Field Service helps me keep track of my customers sales journey and keep me updated about any any deadline or timely emails on leads expiring helps me retain as much as clients possible and also help improve the customer experience and also other use cases such as integration with sales navigator and Sales loft helps me lot easier with respect to syncing the emails and calendars

Pros

Email Tracking
Sync with outlook and salesloft
Email notifications
Due dates

Cons

Interface
Integration with more third party app
Smooth user creation

Most Important Features

Opportunities
Reports
Opt out option

Return on Investment

Increased LMS leads
Customer satisfaction
track sales report and productivity

Alternatives Considered

HubSpot CRM and Odoo CRM

Quickbase

ServiceTitan

HouseCall Pro

SAP Field Service Management

Jobber

Salesforce Field Service

What is Salesforce Field Service?

Categories & Use Cases

Media

Who Buys & Uses Salesforce Field Service

Most Frequent Users

Professional, Scientific, and Technical Services

Manufacturing

Information

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

India

United Kingdom of Great Britain and Northern Ireland

Most Frequent Users

Engineering

IT

Sales