Watch the Service Cloud Dreamforce Keynote: "Humans with AI Agents Deliver Effortless Service".
Watch now.Customer-centric Field Service on the #1 CRM.
Blend customer, resource, and asset data on the most powerful field service platform. Liberate your mobile workers from admin tasks with an AI copilot in the flow of work. Uncover revenue in your field operations with an integrated CRM, built on the Salesforce Platform.
See how Pella uses Field Service to achieve a 589% ROI.
Pella automates time-consuming processes, giving its mobile workers more time to focus on personalised human interactions.
Here's what sets Field Service apart.
31
%
increase in first-time-fix rate
32
%
increase in mobile worker productivity
26
%
decrease in truck rolls, helping reduce carbon emissions
27
%
decrease in new employee ramp-up time
Source: Salesforce Field Service Success Metrics Study, 2022
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, prework briefs help mobile workers prioritise onsite tasks and grasp the broader context for meeting contract terms.
Field challenges can be daunting when you're on your own. That's why our Field Service mobile app gives contractors and employee 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.
Take on-site knowledge search to the next level with multi-modal support and complete jobs even faster. By combining the power of AI with image capture and recognition, technicians can photograph their issue — such as error codes or asset model numbers — with the Field Service mobile app, and Einstein will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Einstein to generate accurate responses even when the device is offline.
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.
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.
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.
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.
Make data collection a task that your mobile workers get excited about by empowering them with dynamic and intelligent forms natively built in the Field Service mobile app. With a low-code builder experience, your business users and admins can quickly create tailored forms — that work even when offline — to capture critical data out in the field. Revolutionise how your business collects and utilises information to drive action when your data is grounded in and connected to Salesforce data.
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.
Your dispatchers face many challenges throughout the day — from ensuring contractual SLAs are met to handling in-day conflicts like absences and vehicle breakdowns. That's why we've built an AI assistant directly in their flow of work to help streamline scheduling and exception handling. Dispatchers can now use natural conversation to quickly find appointments that need attention and present them in the Gantt to take action faster from a single screen.
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.
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.
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
Shift from reactive to proactive service by predicting upcoming service needs for an asset with AI and Data Cloud. Our out-of-the-box AI training model can identify common issues based on current asset data and service history of similar assets, and predict the time of — and reason for — an asset failure. With this insight, companies can ensure asset uptime, increase customer satisfaction, and drive higher service margins by addressing potential issues in advance and consolidating tech activities to one visit.
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.
Drive operational efficiency in the field.
Salesforce Field Service
Make faster, smarter decisions to improve field service operations with the right information at your fingertips. Data Cloud makes it easy to integrate data from any system and unlock new insights. Use pre-built analytics dashboards to monitor performance, analyse trends, and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilisation, asset availability, and much more.
Quickly assess the impact of global or in-day optimisation on travel time and resource utilisation using real-time data. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.
Respond to urgent work, emergencies, and more by controling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various workstreams, making it easy to manage and optimise your workforce based on factors like location, work type, and timeframe.
Transform back-office operations when your team can closely monitor and track critical business metrics in a unified view. Empower them to dig deeper and quickly address urgent issues with out-of-the-box analytics and real-time insights, powered by Data Cloud. Ensure the most relevant and personlized KPIs for each user with custom settings.
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.
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.
Complete your field service solution with products from across Customer 360.
Appointment Assistant
Empower customers with self-service to manage appointments and stay connected with technicians.
Visual Remote Assistant
Improve first-time fix rates with real-time remote service and access to expert assistance.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Knowledge Management
Empower agents and customers to find the best answers to questions and solve cases faster.
Customer Service Incident Management
Resolve disruptions faster and deliver great customer experiences with proven workflows.
Field Service Pricing
Find the right field service option for your business needs.
Dispatcher
Intelligent Dispatch Console built directly in CRM.
$
231
User/Month*
AUD (billed annually)
- Scheduling and Optimisation
- Resource and Work Management
- Workflow Automation
Technician
Mobile toolkit to empower frontline teams.
$
231
User/Month*
AUD (billed annually)
- Mobile App and Productivity Tools
- Workflow Automation
- Offline capable
Contractor
Empower 3rd party Field Service professionals.
$70 user/month or $30/login
AUD (billed annually)
- Mobile App for work orders, cases, contracts
- Mobile Productivity Tools
Contractor Plus
Empower contractors to serve and generate revenue.
$105 user/month or $44/login
AUD (billed annually)
- Cross-sell and upsell for revenue generation
- Mobile Productivity Tools
- Dispatcher Console
Field Service Plus
Combine the power of Dispatcher, Technician, Service Cloud and Sales Cloud.
$308
User/Month*
AUD (billed annually)
- Complete selling and service solution
- Everything in Dispatcher
- Everything in Technician
Discover the best of Salesforce for Field Service.
Einstein 1 Field Service Edition brings AI, data, and trust to Field Service and enables your organisation to get the most value from your field service products.
Einstein 1 Field Service
Combine the power of Field Service Plus with trusted AI & data.
$
840
user / month
AUD (billed annually)
- Appointment Assistant and Visual Remote Assistant
- Digital Channels, Feedback Management, and Slack
- Generative AI, Analytics, and Data Cloud
This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
Our ability to deliver proactive service rather than 'firefighting' ensures customers and employees stay with Pella. AI-first field service makes our work faster, safer, and helps get installs right the first time.
Nick MrazStrategic National Installation Manager, Pella
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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.
Dispatch management is the process of overseeing the scheduling, planning, and tracking of resources to ensure timely, efficient, and effective field service for a range of functions. These include repairs, installations, maintenance, emergency response, home healthcare, insurance claim assessments, deliveries, and much more.