ABSYZ ABSYZ

  • Home

    Home

  • About us

    Who We Are

  • Our Expertise

    What we Do

  • Our Approach

    How We Do It

  • Products

    What We Made

  • Industries

    Who We Do It For

  • Clients

    Whom We Did It For.

  • Article & Blogs

    What Experts Think

  • Careers

    Join The Team

  • Get In Touch

    Let’s Get Started

ABSYZ

Introduction to Field Service Lightning [now known as Salesforce Field Service (SFS)]

Home / Article & Blogs / Salesforce / Lightning / Lightning Field Service / Introduction to Field Service Lightning [now known as Salesforce Field Service (SFS)]

Introduction to Field Service Lightning [now known as Salesforce Field Service (SFS)]

By Kasturi Tahiliani inLightning Field Service, Salesforce
Introduction toField Service Lightning
Introduction to Field Service Lightning [now known as Salesforce Field Service (SFS)]

In an economic climate where customer expectations are constantly rising, delivering an exceptional customer experience should be a top priority for businesses in every niche. 

Re-examining our business models in the light of global events, more and more businesses are moving towards service-based models. Customer retention is now king, even more so than customer acquisition, and it’s no surprise that customer experience and field service plays a major role in this.

Field Service Lightning (FSL) is one such solution which helps augment customer experience with its real-time collaboration capabilities which is now known as Salesforce Field Service (SFS). FSL has a new name but it’s value remains the same. Launched in 2016, SFS has quickly become one of the fastest growing products in the Salesforce Store rationalizing both customer and employee experience.

Salesforce Field Service gives us the ability to bring together three important elements of a Business which provide on-field service.

  1. Customers
  2. Products
  3. Workforce (Admin, Technician & Dispatcher)

How does a Field Technician work?

  1. Get a job assigned
  2. Collect the details required
  3. Collect parts/repair material required for the job.
  4. Finish the job and log it.
  5. Get a confirmation from the customer
  6. Get Paid 
  7. Go back on the mobile app and update the job status

How does an In-office Agent work (Dispatcher)?

  1. Collect work orders
  2. Assign Jobs
  3. Provide required information (customer info, address, time of availability) to the Technician/Field Agent
  4. Provide parts/repair material required for the job
  5. Update the job status once completed

A Use Case with SFS

For better understanding, let’s look at a real life scenario with Salesforce Field Service –

I need a head-to-toe grooming session every few weeks since I am a Celebrity Stylist working with Luxury brands and Bollywood stars. A major part of my job is interacting with clients which demands looking presentable (if not perfect) all the time. The problem is I hardly get time to make an appointment after work. If there was a mobile beauty salon offering all services I need, I wouldn’t have this issue of going to a beauty salon every time I need a grooming service. 

Ok, let’s assume there is a company named “The Makeover Place” serving New Mumbai and its surrounding areas. Throughout the day, its beauty agents (beauticians, specialists, etc) travel to appointments across the region. The majority of their appointments are for commercial clients where an employer books slots for four to eight hours the same day so that its employees can get quick touch-ups even during a workday. The remaining time of beauty agents is reserved for residential clients who can book either a one-hour appointment or two hours appointment. The Makeover Place has one dispatcher who manages their booking and optimizes their travel times. Generally, this would be a lot for a single dispatcher to manually manage but with Salesforce Field Service, beauty agents can move seamlessly through their day.

This use case brings up four core aspects of the platform:

  • Work order and Work order line items (WOLI) – The appointments made by customers are work orders and in the same work order, if the customer books for Facial, massage, and haircut, these orders will be WOLI in that appointment
  • Resources & Regions – The Beauty Agents (Resources) only take appointments in their designated areas (Defined service regions)
  • Work type & Duration- There are only four different types of Beauty appointments (Work types), four-hour commercial, eight-hour commercial, one-hour residential, and two hours residential. This duration is considered by dispatcher while building the Beauty Agents (Resource) schedule
  • Exact Start time- To create a smooth customer experience, The Makeover Place provide their customer with exact appointment time rather than a service window
  • Optimized Travel times- To maximize the number of appointments in their day, the beauty agents(resources) can leverage the Salesforce Field Service’s schedule optimization capabilities

Everyone can be satisfied with SFS including the dispatchers, resources and customers! Doing the same process manually would have been time-consuming for dispatchers and beauty agents will have a hard time managing their customers and their time.

Expanding Business with Salesforce Field Service

As The Makeover Place continues to grow, they add 30 more beauty agents and 5 more dispatchers. Now their team includes 35 beauty agents and 6 dispatchers. Beyond technical setup, scaling business is where Salesforce Field Service allows any business to grow successfully.

Because of implementing SFS, The Makeover Place is now able to add services like Spa & massage services. But not all their beauty agents are specialized to provide these services as they have different sets of skills. SFS gives field service managers the ability to add assigned skills to each beauty agent. This helps the dispatcher to know which beauty agent to send for a particular appointment.

Apart from this, the beauty agents will need more supplies and they will want to replenish the same as and when in need. Supplies like Facial kits, massage kits, pedicures, manicure kits, scissors, threads etc. SFS keeps track of the supplies in each location. It could be at the beauty agents house, beauty agents vehicle or a central warehouse- and allows the agents to move the supplies into their own inventory, if needed. Since this would decrease the overall inventory, the company’s operations team can remain up to date with product availability and order new inventory as needed.

Conclusion

This real life use case proves the endless capabilities of the Salesforce Field Service platform. The platform is implemented to provide out-of-the-box solutions for any business. It provides an intelligent onsite service and allows a smarter delivery of personalized service from a mobile phone to the field on a single platform. Regardless of the industry, Salesforce Field Service has the potential to transform any business and enhance overall customer experience. With more companies migrating to enhancing field service 

FSLSalesforce Field ServiceSalesforce Field Service LightningSFS
67
Like this post
1 Post
Kasturi Tahiliani

Search Posts

Archives

Categories

Recent posts

Difference Between Lightning Components and Lightning Web Components

Difference Between Lightning Components and Lightning Web Components

Clutch Honors ABSYZ Among India’s Top ERP Consultants For 2022

Clutch Honors ABSYZ Among India’s Top ERP Consultants For 2022

Software Development Services by ABSYZ Software Consulting Pvt. Ltd. Grabs GoodFirms Attention

Software Development Services by ABSYZ Software Consulting Pvt. Ltd. Grabs GoodFirms Attention

WOW Customer Experience – ABSYZ Core Value

WOW Customer Experience – ABSYZ Core Value

How does Salesforce CPQ work and Benefit your business?

How does Salesforce CPQ work and Benefit your business?

  • Previous PostPLATFORM EVENTS IN SALESFORCE
  • Next PostBe a Santa- ABSYZ CSR Flagship Annual Activity
    PLATFORM EVENTS IN SALESFORCE

Related Posts

Difference Between Lightning Components and Lightning Web Components
Lightning Salesforce

Difference Between Lightning Components and Lightning Web Components

How does Salesforce CPQ work and Benefit your business?
CPQ Salesforce

How does Salesforce CPQ work and Benefit your business?

The Major Benefits of Using Salesforce in the Insurance industry
Insurance Industry Salesforce

The Major Benefits of Using Salesforce in the Insurance industry

What are the benefits of using RPA for Salesforce?
Salesforce Salesforce Consulting

What are the benefits of using RPA for Salesforce?

Leave a Reply (Cancel reply)

Your email address will not be published. Required fields are marked *

*
*

ABSYZ Logo
  • About us
  • Article & Blogs
  • Careers
  • Get In Touch
  • Our Expertise
  • Our Approach
  • Products
  • Industries
  • Clients
  • White Papers

ABSYZ Software Consulting Pvt. Ltd.
USA: 49197 Wixom Tech Dr, Wixom, MI 48393, USA
M: +1.415.364.8055

HYD – India: 6th Floor, SS Techpark, PSR Prime, DLF Cyber City, Gachibowli, Hyderabad, Telangana – 500032
M: +91 79979 66174

2nd Floor, 91Springboard, Padmavathi Complex, 80 Feet Rd, Koramangala, 8th Block, Bengaluru, Karnataka-560095.
+91 8886332345

Copyright ©2020 Absyz Inc. All Rights Reserved.

youngsoft
Copy
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “ACCEPT ALL”, you consent to the use of ALL the cookies. However, you may visit "Cookie Settings" to provide a controlled consent. Privacy Policy
Cookie SettingsREJECT ALLACCEPT ALL
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled

Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.

CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Functional

Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.

Performance

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Advertisement

Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.

Others

Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.

SAVE & ACCEPT