Field Service
Schedules, work orders and parts on the technician's phone — so the dispatcher always knows who is where, and the customer knows when the technician will arrive.
We implement Field Service for companies with service and installation crews in the field. We start from how work orders arrive today, how the schedule is built and what the technician does on site, then configure the system around your process, not the other way around.
Companies in the study achieved a 195% return on investment over three years, with payback in under six months, and more than half of all appointments are scheduled automatically.
— Forrester Consulting, The Total Economic Impact of Salesforce Agentforce Field Service, December 2025, commissioned by Salesforce.
What else you get with Field Service
The right technician in the right place
Scheduling takes into account technician skills, required parts, location and travel time, so the job goes to someone who can finish it on the first visit.
Preventive maintenance without manual planning
Maintenance appointments under the contract are created automatically, so servicing isn't forgotten and nobody waits for the equipment to break down.
The dispatcher sees the whole field
On the map and the schedule, the dispatcher sees who is where, which job is running late and who can be sent to an urgent call.
Customers know when the technician will arrive
Customers get an appointment confirmation, a notification when the technician is on the way and a report once the job is done.
Frequently asked questions about Field Service
What is Salesforce Field Service?
Field Service is Salesforce's system for managing field work: work orders, technician scheduling, parts and a mobile app, all connected to customer data. It was previously called Field Service Lightning and is now Agentforce Field Service.
Does the mobile app work offline?
Yes. Technicians can see work orders and log their work even without a signal, and the data syncs as soon as the connection is back.
Do we also need Service Cloud?
Field Service runs on Service Cloud: the customer request is created in support, and the work order and appointment in Field Service, so support can see how far the job has progressed.
Can Field Service connect to our ERP for parts and invoicing?
Yes, through the Salesforce API. Parts inventory and invoices stay in the ERP, and the technician in the field sees what is available.
How long does a Field Service implementation take?
It depends on the number of crews and the complexity of the schedule. We usually start with one job type or region, then expand once the schedule is working.