Salesforce Field Service Lightning (FSL) provides field service organizations with a single platform for managing work orders, scheduling service appointments, managing inventory and connecting with crews in the field.

Evaluating field service software can be challenging. There are many features to identify and analyze. Gathering internal requirements can assist in the evaluation process. They allow you to review a solution based on concrete organizational needs.

FSL comes with a wide range of functionality. There are five features highlighted in this piece. This overview is a small glimpse into the overall capabilities of the platform.

Attach all the details of a job to Work Orders

Work Orders are at the center of FSL. When creating a Work Order, you have the option of choosing a prebuilt template. The templates will automatically populate information like required skills and parts on the Work Order.

Work Order line items specify each task to be performed on a job. Individual line items can be assigned to different crew members. You can also add pricing to each line item.

Adding required skills to the work order can speed up the scheduling process. By enabling match skill work rules, the system will only pair work orders with crew members who have the required capabilities.

In addition to required skills and parts, you can also attach technical resources, specs and best practices directly on the work order.

Streamline service appointment scheduling with Dispatcher Console

Dispatcher Console is the central hub for scheduling service appointments in FSL. A Gantt view allows you to see each crew members’ scheduled appointments and openings. Through Smart Scheduling, you can configure rules to help dispatchers quickly identify the best crew member for a job. These rules can include criteria like crew members’ distance to the job site, available equipment and skill level.

Field Service Lightning Dispatcher Console

The map view charts all scheduled appointments, crew member locations and routes, and service territories.

Field Service Lightning Map

Track parts and equipment

Through FSL, you can manage your equipment inventory. As products get used, you can monitor the decrease in inventory and more accurately report on the overall cost of each job.

The platform provides dispatchers with visibility into the parts held by each crew member. Crews can request equipment through the FSL mobile app. Product Transfers can be created to keep a record of the movement of inventory across the organization.

You can also manage customer returns through Return Orders.

Record labor hours and travel time

The ability to report on labor hours and parts consumed makes it possible to calculate the overall profitability of a job.

FSL allows field crews to track their time through timesheets. They can enter the amount of time spent on a work order, or work order line item, and include any comments. They can also record travel time and breaks.

Take FSL into the field

Adopting the FSL mobile app is a key factor in the platform’s success in the organization. The mobile app connects field crews with your in-office service teams. Through the app, field crews can access all work order details and supporting technical resources, correspond with team members and get directions to client locations.

The app’s offline capability allows crew members to continue using the platform while outside service range. All changes are saved once a connection is re-established.

Crew members can also gather customer signatures through the app. They can generate service reports with custom signature types. Each signature type is designated for a particular role (e.g. customer, field technician). This is useful in cases where both the technician and customer are expected to sign-off on the work.

Field Service Lightning Mobile Signature

These five features work to make your organization more aligned. Dispatchers can make more informed decisions when assigning service appointments through the Dispatcher Console. With all the equipment and technical specs included on the work order, field crews are more likely to fix the issue on their first visit.

FSL integrates seamlessly with Salesforce CRM. It can also be connected with operations and accounting systems. An ERP integration can help streamline the invoicing process by syncing completed work orders directly with the accounting system.

These improvements help your team fulfill more requests in the day while providing a better experience for customers.

The User’s Guide to Field Service Lightning 

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