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Built on Service Cloud, the world’s #1 customer service platform, Field Service Lightning enables companies to deliver mobile, intelligent customer service from the call center to the field.
Harnessing signals from connected devices and customer data from Salesforce’s Customer Success Platform, Field Service Lightning is a modern approach to field service that is built for mobile and the Internet of Things (IoT). Companies can now unite customers, connected devices, agents, dispatchers, and employees in the field with one powerful service platform to deliver a seamless customer experience from phone to field.
Create work orders from any case, fast
With work orders, you can efficiently track repairs, maintenance, or other work taking place in the field. And work orders are integrated with accounts, contacts, assets, cases, entitlements, and service contracts so you can pull in data across Salesforce.
Manage and monitor technicians
Dispatcher Console lets you ensure that the right job is assigned and routed to the right mobile employee every time. Immediately see alerts for issues that need attention and take action. Schedule bulk jobs with just one click, and track and monitor the service delivery in real time.
Manage complex assets
Track information about all of your customers’ products with Advanced Assets. Additionally, you can leverage the asset hierarchy to track products made up of several parts all in one view. This makes it easier to identify which parts of an asset need repair faster.
Access information from any mobile device
Give your mobile employees access to work orders and other key information at their fingertips. With the Salesforce1 Mobile App, service technicians can use automated processes to support a full range of field activities. They can even connect to experts and reports from anywhere and access information offline.*
Schedule and dispatch work, intelligently
With Smart Scheduling, you can instantly book service appointments from Lightning Console. It also increases employee productivity by automatically assigning appointments to the right technician based on time, skills, location, and business rules.
Monitor performance in real time
Salesforce’s real-time reporting and analytics let you tap into business data from multiple systems to know more about your customer. Drill down into data on the fly from any device. And gain visibility into an agent, dispatcher, technician, and partner performance from a single platform.
Salesforce Service Cloud
Salesforce Service Cloud is the world’s #1 customer service and support app, providing a 360-degree view of your customer – all in one place – and a unified agent experience that empowers faster, smarter more personalized customer service.
Founded in 1999, Salesforce is the Customer Success Platform and world’s #1 CRM company. The Customer Success Platform unifies six groundbreaking cloud services—Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Analytics Cloud and Salesforce1 Platform—that empower companies to connect with their customers in a whole new way.