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What is Salesforce Field Service Lightning and Why is it So Popular?


In this blog, we shall discuss what exactly is SalesForce Field Service Lightning, how it works and why it is so popular. Then we will discuss its components, its associated stakeholders and its basic features. Salesforce Field Service Lightning’s revenue is about to reach $100 million which will make this product the most successful and fastest-growing product in the history of Salesforce.

What is Salesforce Field Service lightening?

All things considered, to give a long answer, SalesForce isn't the sort of organization to lay on its past glories and success and assumes that revenues will be conveyed to it on a platter. It is continually endeavoring to extend its horizon, distinguishing new business openings like getting into the CPQ market with its acquisition of SteelBrick or building up its own console.

Field Service Lightning is SalesForce's Field Service management software. Until its discharge, SalesForce had no application to relay client record data straightforwardly to service teams in the field. Third-party programming like ServiceMax was used to fill that particular gap. Development of SalesForce Field Lightning is an attempt to close the void that was prevailing in their system for a very long time.

Field Service Lightning gives the customer support team a chance to delegate work to Field Service technicians and monitor them constantly. It also enables them to handle customer’s records and data in the field from within SalesForce. In SalesForce's words, "Field Service Lightning interfaces your whole workforce on one platform to convey more brilliant, quicker, increasingly customized onsite support of your clients."

Why Field Service Lightning was launched?

SalesForce could identify that there was a hole in their system or framework. Until Field Service Lightning, there was nothing in its product list for Field Servicemen. What's more, as the organization says, there is merit in interfacing the whole workforce through one platform and make it more end to end. Regardless of whether a greater part of SalesForce clients think that way is another issue.

Read: Salesforce Service Cloud Tutorial - Facts & Features You Need to Know

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SalesForce's very own Service Executive Survey found that 87% of executives trust their organization ought to put resources into Field Service technology. About 92% believe organizations need to adjust service models in accordance with client needs. Thus, there is a strong case for interest in the Field Service technology for SalesForce and thus it made the leap.

How does Field Service Lighting really work?

In the event that you are hoping to invest in Salesforce Field Service Lightning, this is the thing that you need to know first. There are three essential partners in the whole procedure:

Salesforce Field Service Lightning

Read: Your Salesforce Developer Roles & Responsibilities Checklist Is Here
  1. Call Center Executive: They serve as the first point of contact with the client. The client raises a service request and the executive makes a record in Service Cloud. The call center executive can likewise book an appointment for a specialist but nothing more than that.
  2.  Dispatcher: The FSL Dispatcher should deal with the records, their work orders, appointments in coordination with the field professionals. Dispatcher Console is set up over the Service Cloud Console inside SalesForce. The thought is to guarantee the ideal use of field resources while giving astounding service.
  3. Field Service Technician: Field Service Technicians utilize the FSL mobile application on their cell phones to get service orders, update them as required and even take client signatures. They can view client records and all related data in a solitary view.

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The catch for field specialists here is that the Field Service Lightning mobile application is still in beta on Android through version 2.0 has likewise been released for iOS. The Summer '17 Release states that most of the good features from the iOS application edition has been transferred to the Android application. But it's still in the beta phase. FSL is a part of the SalesForce Platform Service however it is offered as a standalone solution for employees and contractors. It empowers you with tools and techniques to get a real-time perspective into the majority of your operations, optimize the mobile workforce distribution, and keep clients updated at each progression. You'll have the capacity to manage your jobs in the field with an offline application for Android and iOS and manage your contractual workers and other representatives on the same platform.

Salesforce Field Service Lightning

Presently, with respect to what Field Service Lightning can really accomplish for you, there are sure errands it can do for you.

Read: Salesforce Admin 201 Certification Practice Exams and Questions
  1. Work Orders: Appointments and work orders can be made from inside Service Cloud Console on SalesForce. These can be connected to existing records, contracts, accounts, etc.
  2. Oversee Assets: Track client resources and setup computerized service schedule dependent on client resource data.
  3. Shrewd Scheduling: According to SalesForce, Smart Scheduling increases efficiency to handle field workforce optimization assigning appointments to professionals dependent on area, aptitudes, vicinity, etc.
  4. FSL Mobile App: As pointed out, it's still primarily accessible just on the iOS yet expected to give field experts high perceptibility into client records, arrangements, work orders on their cell phones. SalesForce mobile application can likewise be utilized in lieu of the FSL application.
  5. Dispatcher Console: Dispatcher Console is from where the dispatchers work relegating work orders, track and monitor service conveyance progressively.
  6. Data analysis: On the off chance that you need analytics, you have to buy a different license for Wave Analytics and integrate it. Be that as it may, you can make Service Reports and Custom Field Service Lightning Reports.

Basic Field Service Lightning features:

  1. It provides accurate time recommendations for clients on the basis of existing schedules and travel time
  2. It can assign/delegate work on the basis of abilities and accessibility
  3. It permits fields service representatives to finish work orders while staying on the job site
  4. It catches electronic signatures for work requests or service reports
  5. It underpins somewhere in the range of 3 – 3,000 (and that's just the beginning) Field Service representatives, including contractual workers
  6. It enables Supervisors to see and manage work from either a Gantt graph or map view.
  7. It helps administrators to manage and configure explicit work guidelines to manage the domains, service level understandings, or business needs.

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Field Service Salesforce is intended to associate your workforce and empower them to convey intelligent and efficient onsite service. It enables them to attain quicker delivery and smarter and progressively customized service from the mobile phone to the field on one platform. The Field Service management Salesforce programming helps you resolve Field Service calls quicker, increases worker productivity in the field, computerize the appointments scheduling as well. In short, field service salesforce helps in many ways that you can’t even imagine.

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