Salesforce Field Service Reviews & Pricing

by Salesforce.com | Founded 1999, San Francisco, CA

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What is Salesforce Field Service?

Industry Specialties: Serves the field service industry

Salesforce Field Service (formerly Field Service Lightning) is a web-based solution for managers and field technicians to handle a variety of tasks. Built for businesses of all sizes, it offers a unique and robust suite of platform-agnostic inclusions, leveraging SalesForce’s powerful CRM features. It has capabilities for document management, skill-based assignments, routing services, price quoting knowledge articles, inventory and stock statuses, barcode scanning and much more.

Owing to its functionality, it became the fastest-growing product in SalesForce’s history in 2018, generating $100 million in pure revenue two years after its launch. It also helped put the company over $13.28 billion in revenue and is on track to hit the CEO’s revenue goal of $20 billion by 2022.

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User Sentiment i

Based on 56 reviews:

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#3

Salesforce Field Service is ranked #3 on the top 10 Dispatch Software leaderboard based on a comprehensive analysis performed by SelectHub research analysts. Compare the leaders with our In-Depth Report.

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Salesforce Field Service Pricing

Based on our most recent analysis, Salesforce Field Service pricing starts at $50 (Per User, Monthly).

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Price: $
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Starting From: $50
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Salesforce Field Service is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Salesforce Field Service:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Salesforce Field Service Benefits and Insights

Why use Salesforce Field Service?

Key differentiators & advantages of Salesforce Field Service

Deletes Pen and Paper Tracking: Get rid of archaic systems like pen-and-paper tracking with superior technology.
Increases Customer Satisfaction: Automatically match the right tech to the right job and customer based on criteria such as skill level, distance from the job and more.
Tackles Critical Issues: With powerful tracking and notification features, stay abreast of essential information such as schematics, blueprints, low item stocks, or poor condition to handle important issues.
Web-Based: Access the web-based platform-agnostic solution from any internet-connected device for easy accessibility.

Industry Expertise

Salesforce is an industry titan, having established dominance in the CRM space with its core Salesforce product. Their customer base spans over 150,000 businesses in a variety of sectors, which include finance, manufacturing, IT and retail. Some major customers of the company are Adidas, Amazon Web Services, Farmers Insurance, Iqor, Kone and more.

Salesforce Field Service Reviews

Average customer reviews & user sentiment summary for Salesforce Field Service:

56 reviews

83%

of users would recommend this product

Salesforce Field Service has a 'great' User Satisfaction Rating of 83% when considering 56 user reviews from 3 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Salesforce Field Service reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Streamlined Scheduling and Dispatch: The platform simplifies the process of assigning the right technician to the right job at the right time, taking into account factors like skills, location, and availability. This can lead to improved first-time fix rates and reduced travel time.
Enhanced Customer Experience: Customers can receive real-time updates on technician ETAs, and technicians arrive with the necessary information and parts to complete the job efficiently. This can lead to increased customer satisfaction and loyalty.
Improved Technician Productivity: Technicians can access job details, customer information, and inventory levels from their mobile devices, allowing them to work more efficiently and effectively. This can lead to increased productivity and reduced costs.
Actionable Insights: The platform provides real-time data and analytics on key metrics such as job completion rates, technician productivity, and customer satisfaction. This information can be used to identify areas for improvement and make data-driven decisions.

Cons

Customization Challenges: The platform's extensive customization options can be overwhelming for new users, often requiring significant time and effort to tailor the system to specific business workflows.
Cost Considerations: Salesforce Field Service can be expensive, especially for larger teams or those requiring advanced features. Subscription costs, implementation fees, and potential customization expenses contribute to the overall investment.
Mobile App Limitations: Some users report limitations and occasional performance issues with the mobile app, which is crucial for field technicians working remotely.
Integration Complexities: Integrating Salesforce Field Service with existing business systems can be complex, potentially requiring additional development or middleware solutions.

Researcher's Summary:

Salesforce Field Service has garnered a reputation for its user-friendly interface and adaptability, making it a popular choice among businesses seeking a comprehensive field service management solution. Users appreciate the platform's ability to streamline operations, from scheduling and dispatching technicians to tracking their progress and performance. The software's scalability is also a significant advantage, allowing it to grow alongside businesses as their needs evolve. Additionally, Salesforce Field Service offers good value for the price, making it an attractive option for budget-conscious organizations.

However, some users have noted that the initial setup and configuration of Salesforce Field Service can be complex, requiring technical expertise or additional support. There have also been reports of occasional slowness or clunkiness in the software's performance. Despite these drawbacks, Salesforce Field Service remains a highly regarded solution in the field service management industry. Its strengths in ease of use, flexibility, and scalability make it a compelling choice for businesses of all sizes. The platform's ability to integrate with other business systems further enhances its value proposition, allowing for seamless data flow and improved operational efficiency.

Salesforce Field Service is particularly well-suited for businesses with a large mobile workforce, as it excels at managing and optimizing field service operations. Its features, such as intelligent scheduling, real-time tracking, and mobile access, empower technicians to work efficiently and deliver exceptional customer service. Additionally, businesses that require a solution that can integrate with their existing CRM, ERP, or other enterprise systems will find Salesforce Field Service to be an ideal fit. The platform's robust integration capabilities enable businesses to centralize data, automate workflows, and gain valuable insights into their field service operations.

Key Features

Here are just a few that make it a worthwhile investment:

Manage Jobs Anytime, Anywhere

Perhaps the biggest advantage that Salesforce Field Service can bring to your company is its mobility. You can bring all the features of a traditional on-site job management platform to your field employees. Since FSL is a class-leading solution, it’s able to offer such premium features as

Knowledge articles
Real-time collaboration
Instant access to job schedules
Stock and inventory visibility
Barcode scanning in-app
Technician-controlled scheduling management

All of these features are available on the go, even without a connection, along with much more.

Your employees can benefit from the highly customizable mobile app, which you can tweak and tinker with to provide optimum value for your busy workforce. You can send geolocation information back to the scheduling optimizer and chat with colleagues and back-office staff. You can take advantage of:

Custom layouts
List views
Tailored actions
Salesforce Flows
Connectivity to other apps

All of these features are available on the go, even without a connection, along with much more. You can also use the app to create and manage work orders for field service operatives and integrate them with knowledge articles, cases, accounts and other projects

Plan Your Service Smarter

Another powerful feature is that it’s able to make automated decisions to ensure that your customers always get the best experience possible. It can locate the closest service technician in proximity to a customer or match them with a representative that has the right skill set to get the job done.

You can take into account multiple customer attributes, such as service tier, complexity, location and more, all of which can be used to assign the most appropriate technician for the task.

With the help of equipment and inventory management tools, you can maximize the benefits of scheduling automation by making sure that every technician out on a job or in the field has the proper tools and sufficient knowledge to get the job done and satisfy the customer on their first visit. This not only greatly improves the customer experience but also allows you to get much more out of your technicians on a daily basis.

Provide Service Faster

Field service has enjoyed AI availability for years now, taking root in other powerful FS apps like Oracle Field Service Cloud or ServiceMax. Artificial intelligence plays an important role in scheduling technicians, receiving orders, managing assets and more. AI streamlines step of the field service process.

Einstein Vision for Field Service brings the incredible potential of artificial intelligence to the world of field service. With advanced image recognition technology, companies can make the software recognize almost any image to use in a variety of situations.

This can be especially useful when technicians are working with complex equipment and need to recognize parts that might be very similar. Featuring image recognition, a technician on a service appointment can simply take a picture, and Einstein Vision will be able to identify the specific part and product type, which can greatly reduce the time to complete the task.

Improve Your Team’s Productivity

Field Service Analytics from Salesforce can help you get the most out of your mobile workforce with a plethora of valuable metrics and real-time data display. Once you understand the patterns and identify service gaps, you can not only reduce the time to resolve customer complaints, but also stay one step ahead of them. Field Service Analytics can track:

Customer data
Work order totals
First-time-fix rate
Travel time
And workforce utilization

Field Service Analytics provides actionable insights which are conveniently displayed to the mobile workforce on their devices. From there, your team can then take immediate action and resolve issues, instead of having to go through multiple levels of communication to come to the same conclusions. It cuts out redundancy and unnecessary oversight.

Importance

When you realize the logistics involved in field service management, it’s easy to see why this software is so crucial. Managing field workers such as technicians and representatives is a complex task. There are simply too many variables to monitor, track and manage. Want a taste of just a few?

Route times
Field worker’s schedules
Skill level and expertise
Type of job
Important documentation like schematics and topographical maps
Price quotes
Customer communications

So while many smaller businesses are still trying to get by with paper and pen tracking solutions, those that have the resources and awareness of the technology available are adopting digital solutions at a rapid pace.

Field service management can be incredibly useful in countless industries, especially those that have a significant percentage of their workers or contractors out in the field. With the right software solution, companies can forget the days of various errors, delays and miscommunications caused by lack of informational access. Today’s cloud-based platforms are versatile, data-crunching machines that give workers access to relevant information on-demand.

Purpose

To boil it down, Salesforce Field Service’s main advantage is assisting the mobile worker in locational awareness and routing (also known as being on time) with all the information necessary to provide a positive customer experience. Being on time and prepared is the main purpose of the product. Using Salesforce, a field agent can update the job status in real time, or even change the request altogether.

The mobile app’s ability to provide access to inventory, schedules and even knowledge base articles can cause immediate optimizations in service during an initial customer interaction. Even without the splendor of the internet, you can still achieve everything we mentioned, which makes it that much more impressive.

Deployment

On-premise solutions or even manual methods are still relatively popular among businesses, but they have drawbacks that inevitably lead to ineffective practices and, in turn, worse experiences for the customers.

That’s why so many companies are switching to platforms such as Salesforce Field Service. The system seamlessly connects your field service team with your customer service team, meaning one-to-one conversations between your field operatives and your support team are even easier.

The software is built on the Service Cloud, a CRM platform. It’s well lauded because it uses current technology — such as tablets and cellphones — and provides real-time access to customer data for mobile workers and other field service members.

It allows field agents to track customer interactions, view and manage cases and much more, with everything conveniently available in the same dashboard, right from their mobile device.

Salesforce Field Service’s accessibility means that it can take a complex task, such as developing an effective mobile workforce process, and make it much easier by providing the necessary resources for the people in the field on demand.

Setting the Industry Standard

There are many field service solutions out there, but Salesforce, as one of the leaders among customer relationship management software provides, maintains its status as a top-shelf solution.

If you’re looking to take your field service performance to a new level, you can’t go wrong with Salesforce Field Service. It has some of the most innovative features that you can find in the marketplace, but it’s not complete, like any software in its class.

Limitations

These limitations are current as of the writing of this review:

The software is not user-friendly
User interface is complicated and outdated
Customer support has limited accessibility
Data processing is glitch-ridden.

Suite Support

Salesforce Field Service offers 24/7 support to its users through phone, email and dedicated support portal. It has subscription plans for the level of support and SLAs provided.

Email: Support email is hidden behind user login.

Phone: Support phone numbers are hidden behind user login.

Training: FSL has extensive documentation for training, apart from webinars, in-person and online support.

Tickets: Users can submit a ticket on the dedicated support portal for issue redressal. Tickets are responded to in priority order.

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Awards

SelectHub research analysts have evaluated Salesforce Field Service and concluded it earns best-in-class honors for Equipment and Asset Management and Scheduling.