How Salesforce FSL is redefining

field service operations

Field Service Lightning (FSL) connects your entire workforce on a single platform and empowers them to deliver better
on-site service. With this AI-powered field service solution, you can enable your field technicians to improve the first-visit
resolution, enhance employee productivity in the field and automate appointment scheduling. By using field service
lighting management, you can also manage schedulers, dispatchers and technicians more efficiently.

The FSL solution provides you with tools and features that give real-time visibility into your field operations, optimizes
mobile workforce allocation and keeps customers updated at every step. Now, companies can not only access field job
schedules, knowledge articles and fleet inventory with or without the internet but can supervise the entire workforce on
the same platform.

Challenges faced in field service management

Isolated departments Improper resource allocation

Field service technicians often face difficulties in
delivering the best on-site customer experiences
due to a lack of communication between concerned
departments. The disconnection of service teams
and department processes results in lower
employee productivity, an increase in costs and
customer dissatisfaction.
Time management and resource allocation play a very
important role in providing effective field service. In the
absence of proper service management software and
connected systems, companies have to manage time
and resources manually. This often leads to poor sourc
ing of technicians, random task assignment and improp
er inventory tracking resulting in errors that incur high
costs and improper use of resources.

Separated from CRM Absence of mobile support

Employees are not connected to all the data that they
might require to resolve service issues rapidly. Most of the
time, they get stuck in paperwork, emails, spreadsheets,
etc. for sorting the required information. Such obsolete
processes are not easy to scale, and they make it difficult
to secure information. These processes don’t provide
clarity into where technicians have been assigned and
cannot pull or analyze data to make crucial decisions.
The rigidity of traditional platforms makes it difficult to
keep a balance with your rapidly changing business.
They are also not capable of enabling employee
association throughout devices, which makes it tough to
keep the right tools in your technicians’ reach.

Salesforce helps to overcome such challenges easily

With Salesforce Field Service Lighting implementation, you can overcome all these challenges and enhance the level of
your services. It interconnects the departments to have better coordination, helps you to allocate your resources properly
and connects your employees to the CRM to access the data that they require to resolve issues quickly. Also, Salesforce
FSL services enable you to collaborate with your employees easily to provide better outcomes to customers.
Unquestionably, Field Service Lightning is the best tool to deliver the finest customer service during on-site interactions.

FSL also helps you to:

• Generate work orders
• Send the right field technician for the job
• Monitor performance in the field
• Provide a 360-degree view of the customer to technicians

© 2019 Softweb Solutions Inc. (An Avnet company) All rights reserved. | www.softwebsolutions.com | info@softwebsolutions.com | 866-345-7638
 Six ways FSL helps to streamline field service operations across various industries
Generate and track work orders
Field service management with Salesforce FSL can help you to create work orders and plan truth-based appointments
quickly from the Service Console. Work orders can be linked to accounts, contacts, entitlements, cases or service contracts
which you can access via an FSL mobile app. This keeps the employees aware of what they need to do and when.

Get excellent asset management

With Salesforce FSL’s multi-tiered asset hierarchy, you can manage complex assets and track information as well as gain
insights about all the customers’ products. Moreover, by using this technology you can leverage asset hierarchy to track
several products in one view. Also, the field technicians can easily identify which part of an asset needs repair so that they
can deliver faster service.

Handle jobs in real-time

The FSL dispatcher console enables dispatchers to easily monitor and manage their mobile workforce in the field. This
helps to enhance the competency and productivity of field workers while they are in the field. Additionally, the supervisors
can view all the appointments, allocate appointments to the correct resources, view alerts, track the status as well as
monitor service delivery in real-time.

Optimize schedules and assign jobs intelligently

With FSL’s intelligent mobile service, jobs are automatically assigned to the right resource with intelligent scheduling
capabilities. While assigning jobs to workers, various factors are taken into consideration like time, skills, location, set
rules, etc. It also has features for tracking staff, equipment, and trucks to make sure that the right parts and resources are
accessible to workers for the jobs.

Easy access to information

FSL mobile app enables technicians to access crucial information, irrespective of connectivity. It uses automated
processes to help workers in field activities like sending and receiving real-time updates regarding jobs, handling work
orders and accelerating manual administrative work.

It also enables field technicians to:

• Generate reports
• Access knowledge articles
• Update parts requirements
• Capture signature of a customer

Make smarter decisions

The Salesforce Field Service Analytics provides real-time visibility into operational performance and KPIs. This feature
enables you to drill into all the data from multiple systems, address customer complaints and prevent problems in the future.

Summary
These are just a few advantages of implementing
Salesforce Field Service Lightning. The FSL
application can be customized to meet the
objectives of your organization like urgency,
minimum overtime, ideal resources, skills, and
least travel depending on your service objectives.
All in all, this solution minimizes the complications
of providing field service by meeting business
objectives to maintain customer satisfaction and
your organizational goals.
• Automatic real-time updates
• Guided instructions
• Centralized knowledge hub
• One-click scheduling optimization
How partnering with a service provider makes FSL
implementation easy
At Softweb Solutions, we have a team of certified Salesforce
FSL specialists who remain updated on all product changes. We
have an extensive experience in delivering Salesforce services
and solutions and have helped many clients implement and
integrate FSL.
For the most effective implementation, we consider all the
factors ahead of time and work with you to do all the essential
planning and preparations. We ensure that you have the right
data and time information in place to start using FSL effectively.
To know more about Field Service solutions with Salesforce,
please talk to our experts.

© 2019 Softweb Solutions Inc. (An Avnet company) All rights reserved. | www.softwebsolutions.com | info@softwebsolutions.com | 866-345-7638