Field Service Lightning: Salesforce On-site Service Management

Field Service Lightning (FSL) is part of the Salesforce Service Cloud suite, a management tool that enhance field service management by automation and integration of tasks for agents, dispatchers and mobile employees. Therefore provides a streamlined service experience with an intelligent and productive workforce.

Features of Field Service Lightning(FSL)

Field Service Lightning is designed to provide agents, dispatchers and mobile employees with all the information and resources they need to guarantee the best of customer satisfaction. FSL is a comprehensive all-in-one platform for the complete management of a company’s field services and comes with the following features;

  • Management of Work orders: creation of work orders to easily and effectively track any work taking place in the field. Work orders can be integrated with accounts, assets, cases, contacts, entitlements and service contracts.
  • Schedule and dispatch: Smart Scheduling can be used for instantly booking appointments through Lightning Console and it automatically assign appointments to the right mobile employee based on location, time and skills.
  • Asset management & Monitoring: simplifies and speeds up the identifying of asset parts in need of repair. By using the Advanced Assets can help in tracking customers’ products and leverage asset hierarchy to track products consisting of several parts in a single view.
  • Manage and monitor: Dispatcher Console manages the mobile operations, check alerts for issues that require action, schedule bulk jobs with a single click and track and monitor mobile employees in real time.
  • Mobile device access: Mobile App provides mobile employees with access to work orders and other information needed to complete a service order or any field activities. The info can be accessed offline and it also provides access to field reports.

Astrea & FSL

Astrea has worked on the FSL implementations for its clients to support them in managing a better workforce intelligently and with more productivity. The key benefits provided to the business includes,

  • Achieved real-time visibility for all their operations
  • Managing jobs from any mobile device
  • Optimizing schedules and intelligent assignment of jobs
  • Streamlined field service calls lead to faster resolution
  • Management of workforce including agents, dispatchers and tech team.