Salesforce Field Service Lightning: Features and Benefits [2023]
As Salesforce Partners, We understand the importance of providing excellent customer service. It is crucial to ensure customer satisfaction, which ultimately leads to business growth. Salesforce Field Service Lightning is a powerful tool that can help businesses manage their field service operations efficiently. In this article, we will discuss the features and benefits of Salesforce FSL and how to set it up.
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Introduction to Salesforce Field Service Lightning
Salesforce Field Service Lightning is a cloud-based tool that helps businesses manage their field service operations. It’s part of the Salesforce platform, which means it’s fully integrated with other Salesforce products. With Salesforce FSL, businesses can manage their field service operations more efficiently, increase technician productivity, and improve customer satisfaction.
Features of Salesforce Field Service Lightning
Field Service Lightning comes with a wide range of features and benefits. It can help businesses manage their field service operations more efficiently. Some of the key features of Field Service Lightning include:
- Work Order Management
Salesforce Field Service Lightning enables businesses to create, manage, and track work orders. One can create manually Work orders. These can be assigned to specific technicians based on their availability, skill set, and location.
- Scheduling and Dispatch
Salesforce FSL comes with powerful scheduling and dispatch capabilities. It enables businesses to schedule appointments, assign technicians, and dispatch them to the job site. It also provides real-time updates on technician status and job progress.
- Mobile App
Salesforce launched an application for Field Service Lightning in October ’17. FSL mobile application is used to access work orders, customer information, and job details. The app also enables Technicians (Service Resources) to update job status, track time, and capture customer signatures.
- Inventory Management
Salesforce Field Service Lightning enables businesses to manage their inventory more efficiently. It provides real-time inventory visibility, enables businesses to track inventory usage, and helps them replenish inventory when necessary.
- Service Report
Service Reports are used for reporting the work completed by the Service Resource. These can be completed by the Customer, Worker, or any other stakeholders.
Benefits of using Salesforce Field Service Lightning
Salesforce Field Service Lightning offers a range of benefits to businesses. Some of the key benefits of using Salesforce FSL include:
- Improved Productivity
Field Service Lightning enables businesses to streamline their field service operations, which can lead to improved productivity. By automating processes, businesses can reduce the time it takes to complete tasks, which can improve technician productivity.
- Increased Customer Satisfaction
FSL provides businesses with real-time updates on technician status and job progress. This means businesses can provide customers with accurate information about when technicians will arrive and when the job will be completed. This can lead to increased customer satisfaction.
- Better Resource Management
Field Service enables businesses to manage their resources more efficiently. FSL provides real-time visibility into inventory usage and technician availability. This way businesses can ensure they have the right resources available when they need them.
FSL Dispatcher Console Gantt Overview
FSL Dispatcher Console Map view
- Improved Communication
Salesforce Field Service Lightning provides businesses with a range of communication tools, including messaging and collaboration features. This can improve communication between technicians, dispatchers, and customers, which can lead to more efficient and effective field service operations.
- Better User Interface
FSL provides an amazing User Interface both for its mobile application and for the Field Service Dispatcher console. Thus increasing the user experience multifold.
- Up-Sell Potential
Technicians (Service Resources) can answer live queries during a case resolution by checking for products in their FSL app. This increases the trust of the customer in the business and leads to a higher sales opportunity.
How to set up Salesforce Field Service Lightning
Setting up Field Service Lightning is relatively straightforward. Here are the steps involved:
- Purchase FSL package
The first step is to purchase the FSL package. You can do this through the Salesforce website or by contacting an SF representative.
- Install Field Service Lightning package
Once you’ve purchased the FSL package, the next step is to install it. You can do this by following the installation instructions provided by Salesforce.
- Configure the Field Service Lightning app and package
Once you’ve installed the package for FSL, the next step is to configure it. Configuration involves setting up work order management, scheduling and dispatching, mobile app, and inventory management.
- Train Your Technicians
Once you’ve configured Salesforce Field Service Lightning, the next step is to train your technicians on how to use it. SF provides training resources, including online courses and certification programs.
Integrating FSL with other in-house products
Field Service Lightning is fully integrated with other Salesforce products, including Sales Cloud, Service Cloud, and Marketing Cloud. This means businesses can manage their entire customer lifecycle from one platform.
Salesforce FSL vs. traditional field service management
FSL offers a range of benefits over traditional field service management. Traditional field service management involves manual processes, which can be time-consuming and error-prone. FSL automates processes, which can reduce errors, and improve productivity and customer satisfaction.
Conclusion: Is FSL right for your business?
FSL is a powerful tool that can help businesses manage their field service operations more efficiently. It offers a range of features and benefits that can lead to improved productivity, increased customer satisfaction, and better resource management. If you’re looking for a field service management solution, Salesforce FSL should be your go-to solution.
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