Salesforce Field Service, formerly known as Field Service Lightning, is a library or, more accurately, an extension of the Salesforce cloud that provides workforce management capabilities.
It holds the power to provide service to your customers and workers outside of the office. It provides a proper view of workforce management. This is used to help organizations better track customer service calls from the call center agents through the dispatcher console to a completed service appointment from the mobile employee. It simply provides a bird-eye view of the entire service chain.
When to use FSL?
- On-Site Service Management: Organize and manage field technicians for installations, maintenance, and repairs.
- Automated Scheduling: Assign tasks using AI to optimize technician routes and reduce travel time.
- Inventory Management: Track tools and parts to ensure technicians are equipped for jobs.
- Real-Time Updates: Provide dispatchers and customers with live job progress and location updates.
- SLA Compliance: Monitor service-level agreements and regulatory standards to ensure timely service.
Field service Players/Roles
- Administrator: Salesforce admin integrated filed service features and set up permissions for the user which they needed in the org.
- Agent: The person who handles inbound cases, creates work orders, and books appointments from the dispatcher consoles based on customer demands.
- Dispatcher: Dispatchers build and manage appointments, assign mobile workers, and optimize the scheduling based on skills, location, and work priority.
- Technician: Mobile workers or technicians who work on the field and get appointments on their phones they also update the progress with their device using the Salesforce mobile app or field service mobile app.
How to Enable Field Service?
Step 1: First, go to setup, and enter field service in the Quick Find box, then select Field Service Settings.
Step 2: Then, Click the toggle to enable Field Service

Step 3: Then after, Field Service is enabled adjust the settings.

Step 4: Finally, click Save.
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