Complete Guide to Implementation of Field Service Lightning

Complete Guide For Implementation of Field Service Lightning

Today, Salesforce has become one of the world's most recognised CRM providers and one of the best customer success platforms, launching mobile-friendly field service hub, Field Service Lightning (FSL), in order to make our lives easier and simpler. It is designed and deployed for companies with a mobile workforce and contractors. This feature is primarily based on the Salesforce platform itself, which seeks to provide a fully automated and versatile solution for field service environments. Field service lightning not only makes it smarter, but it looks great and attractive with a new lightning look.

Here in this blog post, we will discuss what Salesforce Field Service Lightning is, how it works, how it helps businesses improve, what its features are, and more related to Salesforce Field Service Lightning.

What is Salesforce Field Service Lightning?

Salesforce Field Service is a robust and highly customized tool within the Lightning Service Cloud, a Salesforce product that provides fast, efficient, and personalized services from phone to field, all within a single platform. It empowers customer support teams to handle customer records and data in the field within Salesforce. Field Service Lightning allows you to book, schedule and send jobs to the right mobile worker, generate work orders to track maintenance and appointments, receive information from any mobile device, and more.

The reason why FSL is becoming so popular day by day is because of the benefits it offers when it comes to streamlining business processes. Prior to FSL, tracking employees, stocks, vehicles, etc. was a difficult task. But, due to the highly optimized features of FSL, it is now becoming easier to organize everything accurately. Salesforce's FSL tool focuses on putting the right mobile employee in the right place at the right time to meet customer expectations.

What do Salesforce Users get from Field Service Lightning?

• Assists administrators with the ability to configure and manage special work rules to manage areas, business priorities, and service level agreements (SLAs).

• Locates electronic signatures for work orders or service reports.

• Field service enables Lightning Reps to complete work orders during operations at the work site.

• Specifies accurate time recommendations for customers based on available schedules and travel times.

• Provides assistance from anywhere by 3000 field service representatives including contractors.

What are the Key Features of Field Service Lightning?

• Quickly & Easily Create and Manage Work Orders from any Issue

Salesforce Field Service Lightning helps you efficiently create and manage work orders for field service operations and also allows you to view knowledge articles and track SLA compliance. To extract your data in Salesforce, you need to integrate your work order with accounts, contacts, cases, and other objects. This enables supervisors to view and manage work from a Gantt chart (a type of bar chart that shows project schedules) or a map view.

• Delegate Tasks Smartly Based on Availability & Skills

In the process of effective scheduling, tasks are automatically allocated to the right resources based on skill, location and availability to increase the productivity of the employees. In addition, there is a set of features such as smart scheduling, crew tracking, tools and equipment to ensure that the right resources and equipment are available for the job.

• Use AI to Increase Fix Rate for the First Time

Einstein's vision allows mobile employees to use mobile identification to quickly identify assets and parts in images. With the classification of the image, you can describe the right steps technicians take to provide faster and better service.

• Manage Jobs from any Mobile Device

Field service Lightning-powered apps can handle the entire process of on-site management for your mobile workforce. You can improve first-visit solutions by providing best-in-class mobile solutions to mobile employees that provide work schedules. Einstein's AI, inventory visibility, knowledge articles and real-time interactions are easy to access in offline or online mode. FSL mobile apps are customized to meet the needs of the mobile workforce.

• Make Better Decisions Faster

With analytics features, managers and dispatchers can easily view operational performance and key performance indicators (KPIs), allowing them to transfer your data across multiple platforms, and resolve customer complaints and problems before they occur.

How Does Field Service Lightning Work?

These are the three essential partners involved in the entire process of field service lightning.

• Call Center Executive

The CCE is an important entity that provides support to the client. The client requests the service and creates the relevant records in the executive service cloud. Call center executives can also book an appointment for a specialist but cannot take any other action other than this.

• Dispatcher

Dispatchers deal with records, work orders and appointments with the coordination of professionals and experts in the field. The Dispatcher console is built on the Service Cloud console inside Salesforce.

• Field Service Technician

FSL technicians use the FSL mobile application on their cell phones to obtain service orders, update them accordingly, and even ask for the client's signature. They can view client records and all related data separately.

The main benefit of Field Service Lightning is to help mobile employees know where they need to be on time, with all the necessary information to provide customers with the best integrated and personalized experience. It provides workers with the tools and technology to modify mobile workforce distribution and to keep their customers updated throughout each process. Field Service Lightning provides them with the functionality to manage their jobs in the field and their employees and other representatives within a single platform with offline applications for Android and iOS.

• Appointments and work orders can be created from the Service Cloud console on Salesforce and integrated into existing records, accounts, contracts and more.

• It has become easier to track resources, client assets, and computerized service schedule setups based on client resource data.

• Smart Scheduling Area increases efficiency to manage the list of workforce optimizations that are assigned to appointments to professionals.

• The dispatcher console is the main site from which dispatcher service delivery is progressively tracked and monitored.

• For data analytics, you have to purchase and integrate a separate license for wave analytics. This gives you the benefit of creating a service report and a custom field service lightning report.

What are the Benefits of Field Service Lightning?

• Increases Employee Efficiency & Productivity

This enables technicians to become more influential and use the majority of their time in the field with schedule optimization. This platform integrates work orders with accounts, assets, contacts, and cases that you import as data within Salesforce. Employees are proven to be more flexible and fruitful with the ability to work using their own mobile phones. You can easily modify work orders and assign work schedules accurately.

• Efficient & Streamlined Communication

The communication sector is a very important part of the service business. The process of transferring data within the platform must be tracked and properly managed for the useful needs of customers. Field Service Lightning facilitates live agent chat and real-time collaboration that provides an ideal connection to support the customer from person to person and other staff employees. Customer support is offered to the customers with the option of communication through various media channels. Effective communication is an important tool that facilitates field service management.

• Better Inventory Management

With the field service business, the inventory is used as needed in many locations, warehouses, and service vehicles. Real-time inventory numbers are considered important when managing business assets, which are required to be used.The Field Service Lightning Platform will allow real-time tracking of products and components. This data is available to all users, no matter where they are.

• Create a Great Customer Experience

Field Service Lightning can help your team make customer service our first priority. It increases customer loyalty by reducing errors and resolving them before they occur and providing personalized service. You can improve customer experience by reducing friction and satisfy customers with your high-quality service. This ease of use through mobile phones can be achieved by allowing delivery of service, reducing waiting time, and real-time collaboration.

Conclusion

The Field Service Lightning platform of Salesforce is implemented to provide an out-of-the-box solution for your business. It provides an intelligent and efficient onsite service. This allows faster and smarter delivery from mobile phones to the field on a single platform and better personalized service.