Salesforce Updated the Field Service Lightning for on-site Customer Service

April 18, 2018by Shreshth Tiwari

Salesforce has recently announced updates to Field Service Lightning, a tool within the Service Cloud that helps employees to address customer service requests and on-site customer engagement. Since launching the tool two years back, Salesforce has been investing on a regular basis to enhance this tool in order to meet the evolving customer demands and mobile forces. As per Salesforce, mobile field service employees are the face of the company and they need to be digitally empowered.

Field Service Lightning links customers, mobile workers on the field and dispatchers on a centralized platform. The updates in this tool that Salesforce has announced are as followed;

Snap-ins Appointment Management
This feature lets a business install a scheduling interface on their website. With this, they can customize the flow to get all the important information from their customers about the request. Meanwhile, the end user can use the tool to create new appointments and manage the existing ones.

Return Orders
On-site field workers can now create orders digitally. This feature also allows customers initiate a return on a company’s website.

Crew Scheduling
A dispatcher can now assign tasks to multiple crew members based on their individual skills and expertise.

Guided Set-up
This Salesforce Trailblazers feature offers a visual wizard that tours admins through a simple set-up process for Field Service Lightning.

There are various industries who are using Field Service Lightning including healthcare and retail industry. In the healthcare industry, Salesforce customers are using this tool to send healthcare service providers like nurses to their patients. In retail, customers like REI and the Container Store are using this. Container Store is using Field Service Lightning tool to dispatch technicians to install closets.