Field Service Lightning Features
A useful part of the Service Cloud suite of products is Field Service Lightning, commonly known as FSL. If you have field service agents, Field Service Lightning is perfect for your organization. It is Salesforce’s solution to your field service problem. The best part about Field Service Lightning is it is highly customizable based on your company’s needs and it’s also mobile friendly.
There are three roles that Field Service Lightning can support:
Call Center Agent
The Call Center Agent can act as the first person a customer contacts. The client calls in to raise a support ticket or a service call. The Call Center Agent will most likely create a record in Service Cloud (a Case Record). The Call Center Agent can also schedule a service request for a Technician.
A Dispatcher can use a Dispatcher Console to schedule Techs from a visual board. The Dispatcher Console is a terrific tool to see of all your Technicians (or field service reps) and their availability. You can get utilize the maximum value of each field service rep’s time.
Field Service Technician
Field Service Lighting is a blessing for a Field Service rep. Field Service reps can receive their Work Orders with specific instructions and what tools they need to bring with them. The best part about it is they can do everything they need to do from their mobile device. Another great feature a field service rep can do is accept customer signatures on site directly from their mobile device.
Field Service Lightning can provide support for managing your company’s entire Fields Service operation. It provides accurate service and travel times of Technicians in the field. A Dispatcher can assign work based on a certain Technician’s abilities and availability. A field service rep can complete its entire job while still at the customer’s site. The Technician will never have to come back to the office and do any work. The Call Center Agent, Dispatcher, and Field Service Technician all work together and are in sync every step of the way with Salesforce’s Field Service Lightning.
For any questions, demos, or Salesforce Support, contact us.
– Hussain Shaikh, Sr. Analyst