Field Get Started with Field Service Lightening — Know How?
As you might know, Field Service Lightning (FSL) is Salesforce’s field service solution that connects products, workforce, and customers on a unified platform to deliver excellent onsite services.
It also allows the customer support team to delegate work to Field Service technicians and monitor them continually. It empowers them to handle customer data and records in the field within Salesforce.
Field Service Lightning launched in 2016 and swiftly become one of the fastest-growing products in the Salesforce stack.
Let’s take a closer look at how Field Service Lightning is making everyone’s life easier.
What is Field Service Lightning (FSL)?
FSL gives us the expertise to bring together three essential elements of a business that deliver on-field service.
· Products
· Workforce
· Customers
You will find field service management effective in diverse industries, specifically those that employ contractors or mobile workers. That includes manufacturing, professional services, childcare, retail, waste management, telecommunications, public utilities and transportation, and so much more.
Conventional Field Service Personas
When talking about field service in general, there are two essential personas: in-office agents and field technicians. Their responsibilities include:
Role of In-office Agent
· Receive work orders and assign jobs.
· Provide the required details (customer information, time of availability, address) to the Field Agent (or technician).
· Give repair material/parts needed for the job.
· Update the job status once completed.
Role of Field Technician
· Get the assigned job and collect the required details.
· Collect repair material/parts needed for the job.
· Complete the assignment and log it.
· Get the confirmation from the customer, get paid and update the job status.
Now, let’s take a look at the key members of Field Service Lightning and their role.
Field Service Lightning (FSL) Key Players
Administrator
According to the unique business requirements, Administrator set up field service features. It involves the installation of the Field Service Lightning managed package and Field Service Lightning mobile app.
Service Agent
Take customer service calls and requests field service appointments through work orders that list the parts and skills needed for the job.
Dispatcher
Assigns and manages the service appointments. The managed package includes the dispatcher console that helps dispatcher to schedule, optimize and dispatch service appointments from one screen.
Mobile Worker or Field Agent
Manages their service appointments. Their job includes closing work orders, tracking the used parts, and providing service reports.
Standard Work Order Process
Field Service Core Data Model
What Makes Field Service Remarkable?
The following three components work together to deliver a complete field service management solution.
A. Core field service feature
B. Scheduling and optimization from managed package
C. A mobile app for your field agents or mobile workforce.
You can start with core field service features and later add managed package and mobile app as needed.
In Setup, you will find the following core features ready for configuration as soon as Field Service is enabled.
Key Objects And Their Importance
Skills: Required skills to perform field tasks.
Service Appointment: Object to store work order appointment details.
Work Type: Templates for standard field service work, such as furnace repair or cable installations.
Service Territories: Object to store territories where field agents are available to work.
Operating Hours: Log time when field agents perform the service for scheduled territories and customer accounts.
Service Resources: Mobile employees or field agents who can perform field service work.
Product Items: Parts for services requested, required, transferred, and consumed in field service work.
Product Requests: Stores all the requests for part(s).
Service Report Templates: Templates for customer-facing reports compiling the work orders and status of the service appointment.
Time Sheets: Tools to track the time your field service employees are spending on tasks.
Product Requests: Stores all the requests for the part.
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