{"id":20479,"date":"2020-07-08T05:00:00","date_gmt":"2020-07-08T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=20479"},"modified":"2024-09-16T14:44:24","modified_gmt":"2024-09-16T21:44:24","slug":"salesforce-named-as-a-leader-in-the-gartner-2020-magic-quadrant-for-field-service-management-fsm","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-named-as-a-leader-in-the-gartner-2020-magic-quadrant-for-field-service-management-fsm\/","title":{"rendered":"Salesforce Named as a Leader in the Gartner 2020 Magic Quadrant for Field Service Management (FSM)"},"content":{"rendered":"\n<ul class=\"wp-block-list\"><li><em>Gartner recognized Salesforce for its completeness of vision and its ability to execute that vision.<\/em><\/li><li><em>We believe Salesforce is positioned furthest on the completeness of vision dimension thanks to the innovative ways in which our customers use Field Service Lightning to manage their mobile workforce, and the ground-breaking capabilities that we are delivering in this market.<\/em><\/li><li><em>Because Field Service Lightning is built on the Salesforce Customer 360 Platform, service dispatchers and mobile workers can access customer data from across the organization, gaining a complete view of the customer to support excellence in service delivery.<\/em><\/li><\/ul>\n\n\n\n<p>Today we\u2019re excited to announce that Gartner has positioned Salesforce as a Leader in the <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/gartner-magic-quadrant-field-service-2020\/\">Field Service Management 2020 Magic Quadrant<\/a>. Salesforce is grateful to our customers who have partnered with us to create a compelling vision for world-class service. <\/p>\n\n\n\n<p>With Field Service Lightning, companies can manage the entire service lifecycle from the contact center through to the field. For example:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>A request comes into customer service via a wide range of channels, including the Internet of Things, email, website form, SMS, or social channels.<\/li><li>A dispatcher has a complete view of the asset history and assigns the right resources to the work order in a central console. The resource assignment can be made automatically, based on a company\u2019s business objectives, taking into account mobile workers\u2019 skills, travel time, SLAs and other factors. <\/li><li>And for the last mile of service &#8211; which is often the most crucial &#8211; dispatchers can view resources and make real-time adjustments on a map. Mobile workers use the Field Service Lightning application as their single source of truth for all appointments to access customer information, inventory, and knowledge articles to complete jobs efficiently and effectively.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"20478-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"650\" height=\"691\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20478\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg 650w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=282&amp;h=300 282w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=248&amp;h=264 248w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=343&amp;h=365 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=141&amp;h=150 141w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=182&amp;h=193 182w\" sizes=\"auto, (max-width: 650px) 100vw, 650px\" \/><\/a><\/figure>\n<div id=\"20478-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"650\" height=\"691\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-20478\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg 650w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=282&amp;h=300 282w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=248&amp;h=264 248w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=343&amp;h=365 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=141&amp;h=150 141w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/mqsale.jpg?w=182&amp;h=193 182w\" sizes=\"auto, (max-width: 650px) 100vw, 650px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>\u201cSalesforce is committed to providing an agile field service platform that can <a href=\"https:\/\/www.salesforce.com\/blog\/2020\/05\/field-service-leaders-whats-next.html\">pivot<\/a> based on specific business or global needs &#8211; whether it\u2019s virtual help, a safety pre-checklist for in-person visits, or driving field service revenue,\u201d according to Mark Cattini, GM and SVP of Field Service Lightning and former CEO of ClickSoftware.<\/p>\n\n\n\n<p>We believe, Salesforce is named a 2020 Leader in the Gartner Magic Quadrant for Field Service Management by delivering innovation three times a year based on market trends and the voice of our customer. Field Service Lightning provides:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>A flexible and intelligent <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer20\/release-notes\/rn_field_service.htm?edition=&amp;impact=\">dispatch console<\/a> to schedule resources with a powerful <a href=\"https:\/\/trailhead.salesforce.com\/en\/content\/learn\/modules\/field-service-lightning-optimization?trail_id=supercharge-field-service-lightning\">optimization engine<\/a>. Field Service Lightning is full of automation tools including <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer20\/release-notes\/rn_field_service_shifts.htm\">shift management<\/a> and scheduling recipes.<\/li><li>A complete view of your customers\u2019 assets by tracking your install base, <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer20\/release-notes\/rn_field_service_share_additions.htm\">maintenance plans<\/a>, and <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer20\/release-notes\/rn_field_service_track_asset_availability_and_reliability.htm\">asset\u2019s uptime<\/a> to ensure outstanding customer service.<\/li><li>A configurable <a href=\"https:\/\/www.salesforce.com\/products\/field-service\/features\/\">Mobile app<\/a>. Field Service employees can review appointments and inventory, <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer20\/release-notes\/rn_field_service_expenses.htm\">complete timesheets<\/a>, <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/summer19\/release-notes\/rn_field_service_mobile_deep_linking.htm\">deeplink<\/a> to other apps and be guided on-site through <a href=\"https:\/\/releasenotes.docs.salesforce.com\/en-us\/winter19\/release-notes\/rn_lge_guided_action_fieldsvc.htm\">Lightning Flows<\/a> to increase first time fix rates.<\/li><li><a href=\"https:\/\/trailhead.salesforce.com\/en\/content\/learn\/modules\/field-service-dispatcher-console-for-dispatchers\">Learning paths<\/a> on Trailhead, a free online learning platform, to get up and running faster on Salesforce. To date, the community has completed~10,000 field service badges.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><b>The Power of the Salesforce Customer 360 Platform<\/b><\/h2>\n\n\n\n<p>Because Field Service Lightning is built on the Salesforce Customer 360 Platform, dispatchers and mobile workers can tap into data from multiple parts of the organization, including sales and marketing, ERP systems, and more, by leveraging the power of Mulesoft. Integration capabilities open up the platform to let data flow into Field Service Lightning &#8211; like assets or inventory &#8211; which gives the field service workforce a complete view of the customer and enables them to deliver personalized service. <\/p>\n\n\n\n<p>Follow our newsroom at <a href=\"https:\/\/twitter.com\/SalesforceNews\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/twitter.com\/SalesforceNews<\/a> to stay up-to-date on Field Service news at Salesforce.<\/p>\n\n\n\n<p><i>*This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from <\/i><a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/gartner-magic-quadrant-field-service-2020\/\"><i>Salesforce<\/i><\/a><i>.<\/i><\/p>\n\n\n\n<p><i>Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner\u2019s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.<\/i><\/p>\n\n\n\n<p><i>Gartner, Magic Quadrant for Field Service Management, Jim Robinson, Naved Rashid, July 6, 2020<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce moves from a Challenger into the Leader\u2019s quadrant within a year of the ClickSoftware acquisition.<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"Salesforce moves from a Challenger into the Leader\u2019s quadrant within a year of the ClickSoftware acquisition.","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1722],"sf_theme":[1912],"sf_topic":[1752,2068,1757,1726],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[2051],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-20479","post","type-post","status-publish","format-standard","hentry","category-uncategorized","sf_content_type-news-announcements-corporate","sf_theme-digital-transformation","sf_topic-awards-and-recognition","sf_topic-customer-360","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_multimedia_asset-chart","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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