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Field Service and Operations

Unleash human expertise in the AI era

Strengthen your entire field service team. Capture every opportunity with Scheduling Agent, capitalize on every resource, including humans, assets, and AI agents, and connect every team member with Felix, your Field Agent. Let humans do what they do best. AI agents will handle the rest.

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#1 Choice for Field Service Management Software | 2026

Companies of every size and industry scale their field operations with Salesforce.

What is Field Service and Operations?

A complete, agentic platform for frontline operations designed to help you orchestrate any kind of field work — from break-fix to inspections to on-site services — with unmatched speed and efficiency. By uniquely connecting customer and asset data with actionable insights, we empower every skilled worker to deliver proactive, personalized service and unlock new revenue.

Read the State of Field Service Report

Here's what sets Field Service and Operations apart.

35 %

faster resolution time

36 %

increase in mobile worker productivity

38 %

improvement in customer satisfaction

35 %

increase in employee productivity

Source: Salesforce Customer Success Metrics 2026

Elevate your teams with Agentforce.

Learn about Agentforce for Field Service

Elevate appointment management and free your teams from manual scheduling tasks. Agentforce is available 24/7 across any channel, empowering customers to book, change, or cancel appointments at their convenience. Boost asset uptime by proactively scheduling asset maintenance and put Agentforce to work when unexpected events pop up. Agentforce manages every detail—from customer outreach and reshuffling to confirmations—ensuring smooth operations, even under pressure.

Autonomous and proactive scheduling across multiple channels.

Maximize impact and efficiency in the field with Agentforce built directly into the Field Service and Operations mobile app. Pre-work briefs provide instant context with customer history and asset insights so every technician arrives fully informed. Surface answers from your internal and external knowledge base, capture data from images, and guide technicians through each troubleshooting step for faster resolution. Automatically generate a post-work summary at the end of each service appointment, reducing errors and admin time.

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 Agentforce directly into their flow of work to help streamline scheduling and exception handling. Dispatchers can speak to Agentforce using natural language to quickly find appointments that need attention and take action like filling a gap in the schedule or even locating missing parts. All without ever leaving the dispatch console.

Have confidence that your AI agent workforce is completing tasks effectively. View every conversation between customers and Agentforce in one place. Monitor any interaction in real time and feel confident that Agentforce is delivering the kind of customer experiences that set you apart.

Screen showing the ability to monitor AI agent conversations to make sure they are delivering great customer experiences.

Boost mobile worker productivity.

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Give your mobile workforce the ultimate all-in-one tool they need. Our Field Service and Operations mobile app, available for Android and iOS, is designed as an offline-first application, allowing your team to access thousands of records even without an internet connection. With blazing-fast delta-sync updates, your front line will always have the latest information, and extensive customization options mean the app works the way you need it to.

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

Make data collection a task that your mobile workers get excited about by empowering them with dynamic forms, intelligent workflows, and rich GIS map layers — all natively built in the Field Service and Operations mobile app. With a low-code builder experience, you can quickly create tailored forms that work even when offline. Revolutionize how your business captures critical data out in the field and utilizes information to drive action when your data is grounded in and connected to Salesforce data.

Automatic data capture of customer information quickly and easily.

Empower your team to do more than just complete a work order. Identify upsell and cross-sell opportunities and capture new business on the spot. Creating new leads, reliable quotes, and work order estimations with the right data is completely seamless. Capture customer signatures and instantly collect payment directly from the quote or immediately after service is provided.

Creating a new quote within the Field Service mobile app.

Optimize scheduling and dispatch.

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Boost your dispatchers' productivity with a unified workspace. Organize your entire workforce — employee, contractor, and even robotic workforce — by availability or skill to identify the ideal candidates for each appointment. Easily filter service appointments, update resource absences, and coordinate crews across territories directly in the console. With centralized visibility and intelligent planning, you can optimize workforce utilization while ensuring customers always get the right expertise at the right time.

Streamline your field operations with our AI-powered scheduling and optimization engine. Built on the Hyperforce platform for speed and scale, Enhanced Scheduling and Optimization automates workforce scheduling, reduces travel time, and ensures compliance with service-level agreements. And with intelligent clustering, global enterprises can optimize thousands of jobs and resources in a single, seamless operation.

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 optimization on travel time and resource utilization. When refining your scheduling policy, get an instant view of optimization results and KPI changes.

A graph displaying that worker productivity is up 20% in Q1

Intelligently manage work and assets.

Asset Service Lifecycle Management

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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 360. 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.

Asset Service Prediction delivering proactice service needs in the Field Service and Operations UI.

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 digitizing the entire work order lifecycle.

A chart displaying the order of a mobile worker's tasks

Make data-first decisions in one place.

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Get a complete view of your most important field service KPIs in one place, powered by Tableau Next. Empower teams to uncover insights and drive smarter decisions with agentic, conversational analytics. Ask questions in natural language to identify root causes, surface relevant visualizations, and receive recommended actions.

Operations Home view showing an interactive command center that surfaces alerts and tools to monitor performance.

Spot issues before they escalate with real-time visibility into field service metrics like first-time fix rate, technician utilization, and asset availability. Data 360 unifies data across systems including ERP, CRM, and asset management tools to give you a complete view of operations. With agentic analytics, anyone can uncover deeper insights and act fast without needing technical data expertise.

Field Service Intelligence dashboard showing metrics like work orders, service appointments, and parts usage.

Plan ahead with confidence and distribute capacity intelligently based on real-time demand. Use agentic, conversational analytics to ask questions like where you’re understaffed or overbooked, then quickly reallocate resources. Forecast future demand based on historical data, taking into account seasonality.

Capacity Planning dashboard highlighting technician availability, forecasted demand, and scheduling insights.

Provide seamless customer experiences.

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Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritize 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 satsifaction 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.

A window showing a customer's appointment details and options including arrival time and ability to reschedule

See how companies become an Agentic Enterprise with the most complete field service and operations platform.

Unleash human expertise and create capacity in every corner of your operations.

Meet Agentforce for Field Service and Operations

Our dream is to not do any more paperwork. Post-Work Summary with Dynamic Data Capture and Multi-Modal will get us there.

Aaron (AJ) Bagwell

Chief Technology Officer, Axis Water Technologies

Read the case study

Nick Mraz, Strategic National Installation Manager

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 Mraz

Strategic National Installation Manager, Pella

Get the report

Bouygues Telecom plans agentic field support for 10,000 technicians.

Field Service and Operations will give 10,000 technicians the context to arrive prepared, resolve issues faster, and complete more jobs per day.

See their story

See why TOMRA chose Salesforce to power their field operations.

TOMRA used AI-powered scheduling and optimization to improve technician response times by 20%.

See their story

Learn how CPI Security created more efficient operations through scheduling.

See how CPI Security uses Agentforce to streamline scheduling and reduce calls by 30%.

See their story

Complete your field service management software with these related products.

Agentforce for Field Service and Operations

Empower teams with agentic AI in the flow of work to automate tasks and boost productivity.

Learn more

Asset Service Lifecycle Management

Maximize asset uptime and revenue by bringing customer and asset data together on one unified platform.

Learn more

Appointment Assistant

Empower customers with self-service to manage appointments and stay connected with technicians.

Learn more

Visual Remote Assistant

Improve first-time fix rates with real-time remote service and access to expert assistance.

Learn more

Service Cloud

Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.

Learn more

Knowledge Management

Empower agents and customers to find the best answers to questions and solve cases faster.

Learn more

Customer Service Incident Management

Resolve disruptions faster and deliver great customer experiences with proven workflows.

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View all products

Field Service and Operations Pricing

Find the right option for your business needs.

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Dispatcher

Intelligent Dispatch Console built directly in CRM.

$ 175

USD/User/Month

(Billed annually)

AI-powered scheduling and route optimization
Real-time visibility into field operations
Intelligent job assignment and reallocation

Technician

Boost productivity with the #1 field service mobile app.

$ 175

USD/User/Month

(Billed annually)

View and update work orders, even when offline
Create quotes and collect payment in the field
Build custom, scalable mobile experiences

Contractor Plus

Empower contractors to serve and generate revenue.

$80 user/month or $32/login

Secure contractor portal and mobile app access
Cross-sell and upsell for revenue generation
Track and monitor performance

Field Service Plus

Combine the power of Dispatcher, Technician, Service Cloud and Sales Cloud.

$ 230

USD/User/Month

(Billed annually)

Complete selling and service solution
Everything in Dispatcher
Everything in Technician

View detailed pricing

Discover the best of Salesforce for Field Service and Operations.

Agentforce 1 Field Service and Operations Edition brings together AI agents, data, and trust to enable your organization to get the most value from your field service products.

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Agentforce 1 Field Service

The complete field service solution with built-in AI and unified data. One platform that does it all.

$ 650

USD/User/Month

(Billed annually)

Everything in Field Service Plus and our full suite of AI
Unlimited Agentforce usage for employees
Appointment Assistant, Visual Remote Assistant, Digital Channels, Slack & Tableau Next
1M Flex Credits & 2.5M Data Cloud Credits per org every year

This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.

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

Maximize ROI with the #1 success ecosystem.

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

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Join the Serviceblazer Community.

Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

Join on Slack

Learn new skills with free, guided learning on Trailhead.

Hit the ground running with Field Service and Operations tips, tricks, and best practices.

Report

See how to turn your field operations into a revenue generator

Get the State of Field Service Report

Guide

See how AI agents help your teams scale, work, and deliver service with confidence.

Get the guide

Learn how Agentforce Field Service and Operations customers saw a 195% ROI.

Study

Learn how Field Service and Operations customers saw a 195% ROI.

Get the study

Cover of the Mobile Worker Research & Worksheet for Success.

Guide

See the top challenges of mobile workers — and how AI agents can help.

Get the guide

White Paper

Drive efficient field service with Salesforce’s scheduling and optimization engine.

Get the white paper

See all resources

Ready to take the next step with the service solution built on the world’s #1 CRM?

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Field Service and Operations Management Software FAQ

Field service management software 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 and Operations is an AI-powered platform that helps businesses manage and optimize frontline field work — from repairs and inspections to on-site services. It connects customer, asset, and operational data to help field workers deliver faster, more proactive service. Built on Salesforce, it combines scheduling, dispatching, mobile tools, and intelligent automation to improve efficiency and customer satisfaction.

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

Effective field service software requires real-time scheduling and intelligent dispatching. A robust mobile app helps technicians access job details offline. Inventory tracking ensures workers have the correct parts. Customer communication tools provide status updates. Finally, integrated analytics help managers track team performance and optimize daily operations.

Field service automation involves using software and technology to streamline and enhance the efficiency of on-site service operations, including scheduling, dispatching, and managing field service technician tasks.

AI enhances field service by automating complex tasks such as mobile worker scheduling, predicting equipment failures using historical data, and enabling proactive maintenance. AI assistants guide technicians to diagnose issues faster on site. AI-powered field service software optimizes travel routes to reduce fuel costs and delays. By analyzing service trends, AI can also help managers allocate resources effectively.

Workforce management (WFM) is a strategic process that service organizations use to make sure they have the right people, skills, and resources to handle service requests efficiently and cost-effectively.

Similarly, mobile workforce management is a system that optimizes the activities of field workers & mobile workforces through real-time communication, data access, and centralized oversight of their schedules, routes, and tasks.

A mobile workforce is a team of employees and contractors who perform their duties from various locations outside of a traditional office setting.

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.

Route optimization is the process of planning the fastest and most cost-effective way for your mobile field service workers to get from one appointment to another. Field service route optimization means your mobile workers spend less time driving, which boosts efficiency and supports sustainability. Learn how the best route optimization software can help improve your workforce efficiency.

Work order management is the process of organizing, tracking, and controlling maintenance and field service tasks from initiation to completion, ensuring that jobs are completed efficiently and effectively.

Field service management software helps service organizations coordinate people, schedules, and work in the field more effectively. Mobile workers get clear assignments, access to the right information on site, and fewer manual tasks, and field service leaders gain visibility into capacity, performance, and outcomes. Having connected data and workflows makes it easier to adopt AI tools and features for intelligent scheduling, proactive recommendations, and ongoing optimizations in efficiency and productivity as operations scale.

Field service management software improves customer satisfaction by reducing stress for everyone involved and speeding up resolution without sacrificing quality. Mobile workers arrive prepared, on time, and with full context. When issues are resolved faster and done right the first time, customers experience smoother service, and teams feel more confident and supported.

Yes, field service management software can be customized to support the workflows, compliance requirements, and legal considerations of different industries. Having a centralized and unified platform helps set up role-specific processes for mobile workers in the field. Customized field service management systems let teams track specific compliance information and issues to meet industry-specific standards. This flexibility can benefit almost any type of business, from construction to healthcare and utilities to manufacturing.

Many industries rely on field service management software. Telecommunications companies use it to dispatch repair technicians. Utilities and energy providers manage grid maintenance crews. Manufacturing firms use it to service industrial equipment. Healthcare organizations track medical device repairs. HVAC, plumbing, and construction businesses also depend on it daily.

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

The ROI of field service software comes from increased efficiency and reduced costs. According to an independent Forrester study, organizations that used Field Service and Operations reported a 195% ROI. Optimized routing lowers fuel consumption. Intelligent scheduling allows technicians to complete more jobs. Productivity gains include first-time fix rates that improve when workers have the right parts, and increasing customer retention thanks to more reliable service.

When choosing a scalable solution, look for software that can grow with your organization as service volume, geography, and complexity increase. The best systems integrate with your other enterprise systems, are intuitive to use or easy to learn, and can flex to support changing industry-specific requirements and compliance. Options for AI features also give you critical advantages for the future of work in using intelligent agents to automate, analyze, and optimize service delivery.

A comprehensive field service management solution integrates with customer data, scheduling, inventory, billing, and support systems. Plug-and-play integrations help mobile workers get full context in the field and enable team leaders to coordinate work across functions quickly, while the organization benefits from a reliable single source of truth. Support for custom integrations through APIs ensures service operations stay aligned, reduces handoffs, and evolves as systems and requirements change.

Start by defining your primary service goals. Map your current workflows to identify bottlenecks. Select a software platform that integrates seamlessly with your existing contact center CRM and billing systems. Train a small pilot team to test the software, and then gather feedback. Finally, roll out the system across your entire workforce with comprehensive training and ongoing technical support.

Field Service and Operations Management Software FAQ

Field service management software 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.

A mobile workforce is a team of employees and contractors who perform their duties from various locations outside of a traditional office setting.

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Our dream is to not do any more paperwork. Post-Work Summary with Dynamic Data Capture and Multi-Modal will get us there.

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.

Bouygues Telecom plans agentic field support for 10,000 technicians.