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Field Service

Power the future of field service with the #1 AI platform for field service. Enhance customer engagement with real-time personalisation, optimise field teams with our best in class scheduling engine and access to offline data, and improve field visits with the help of trusted AI built on the Einstein 1 Platform.

What can you do with your new field service management software?

Boost revenue, drive efficiency, and provide a seamless customer experience.

Drive efficiency with trusted AI.

Accelerate service delivery, enhance customer satisfaction, and boost overall efficiency by giving your mobile workers vital customer data, asset history, and service records prior to each job. With summarised insights that include equipment maintenance and past customer interactions, pre-work briefs help mobile workers prioritise onsite tasks and grasp the broader context for meeting contract terms.

A Field Service GPT summary for an installation work order.

Field challenges can be daunting when you're on your own. That's why our Field Service mobile app gives contractors and employees with the power to search both internal and external knowledge bases instantly. Powered by AI summarisation, users get the precise information necessary to improve first-time fix rates — boosting confidence and credibility in real-time.

Field Service GPT showing tips for how to perform a service order.

Say goodbye to time-consuming and error-prone service reports at the end of each job. Our intelligent summary generation feature ensures accurate and comprehensive reports while also reducing visit duration. Boost customer satisfaction significantly with Service Reports enriched with real-time customer and asset data, updates from mobile workers, and job images.

Field Service GPT intelligence creating and editing a summary service report.
A Field Service GPT summary for an installation work order.
Field Service GPT showing tips for how to perform a service order.
Field Service GPT intelligence creating and editing a summary service report.

Boost mobile worker productivity.

Our field service mobile app — available on Android and iOS — is the ultimate all-in-one tool tailored for the demands of today's mobile workforce. Designed as an offline-first application, it enables your front line to work and seamlessly save changes even without Wi-Fi. Plus, the app offers extensive customisation options, so it aligns perfectly with your unique business requirements.

A mobile app window displaying a technician's upcoming service appointments

Empower your mobile app users with offline-capable experiences through Lightning Web Components (LWCs). Use standard components to build a tailored interface that aligns perfectly with your company's requirements. Unleash your creativity by designing custom components that boost productivity and bring your innovative ideas to life for your workforce.

A customizable mobile app dashboard for a company

Empower your mobile workforce with seamless connectivity and timely assistance whenever they need it. Swiftly mobilise for service appointments and tap into the expertise of colleagues throughout your organisation. Our user-friendly interface ensures intuitive and accessible collaboration — keeping your team connected and responsive.

A window of a slack swarm with experts regarding a customer case
A mobile app window displaying a technician's upcoming service appointments
A customizable mobile app dashboard for a company
A window of a slack swarm with experts regarding a customer case

Optimise scheduling and dispatch.

Boost your dispatchers' productivity with our Dispatch Console. Easily create and update resource absences directly in the console. Efficiently organise candidates by availability and skill to identify the ideal candidates for each appointment. Experience an enhanced user interface that maximises the potential of your Gantt chart for improved scheduling efficiency.

A window displaying dispatchers' schedules and travel paths

Elevate your field service operations with our best-in-class scheduling and optimisation engine. Built on the Hyperforce platform, Enhanced scheduling and optimisation automates scheduling while aligning with priorities and constraints. It ensures efficient resource allocation, minimises travel time, and complies with service-level agreements.

A window showing the order a field team's tasks must be completed

Use real-time data to quickly assess the impact of global or in-day optimisation on travel time and resource utilisation. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.

A graph displaying that worker productivity is up 20% in Q1
A window displaying dispatchers' schedules and travel paths
A window showing the order a field team's tasks must be completed
A graph displaying that worker productivity is up 20% in Q1

Intelligently manage work and assets.

Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime

A window displaying details and conditions of a wind turbine

Simplify the entire work order management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.

 A chart displaying the order of a mobile worker's tasks
A window displaying details and conditions of a wind turbine
 A chart displaying the order of a mobile worker's tasks

Provide seamless customer experiences.

Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritise immediate solutions without on-site visits, Visual Remote Assistant connects them to experts on demand who can guide them through each step of the resolution on-screen — ensuring customer satisfaction while reducing truck rolls.

A customer interaction with an agent where a customer shows the agent the problem on camera in real-time and receives support

Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates, and stay informed about their onsite visits — creating an experience that's more convenient and extremely efficient.

A window showing a customer's appointment details and options including arrival time and ability to reschedule
A customer interaction with an agent where a customer shows the agent the problem on camera in real-time and receives support
A window showing a customer's appointment details and options including arrival time and ability to reschedule
Field service plus

Field Service Plus

Get the field service bundle that combines dispatch and technician functionality along with both Service Cloud and Sales Cloud. Turn your organisation into a customer company, all on the world’s #1 CRM.

Get the most out of field service with thousands of partner apps and experts.

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Maximise ROI with the #1 success ecosystem.

From support, expert guidance, and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.

Shonnah Hughes - Chief Digital Officer

Join the #ServiceStars movement.

Together, we're building the largest and most successful community of service professionals.

Learn new skills with free, guided learning on Trailhead.

Field service management FAQ

Field service gets the right workers to the right place at the right time with the correct set of tools and data to perform a series of steps and tasks onsite.

Field service management drives efficient operations and improves the productivity of front-line teams delivering service onsite at homes and businesses. With CRM, data, and AI, organisations can streamline processes, improve communications, and create customer loyalty.

Field service has solutions designed to support any and all field service roles: dispatchers, technicians, and contractors. Pricing provides organisations return on investment with productivity gains for workers and improved operational efficiency.