Real-time Communication Between Your Home Office and Field Service Team
10-minute videoIn today’s fast-paced, interconnected world, customers expect personalized service that’s accessible anywhere. For great customer service, it’s vital to create a real-time connection between your customer support agents, your field service dispatchers, and your field service agents.
Salesforce’s Field Service Lightning (FLS) is designed to do just that. Built on Salesforce Service Cloud, FSL seamlessly connects customers with your field service team. It’s completely customizable to meet your needs and includes some smart features like auto-scheduling service appointments. And it’s mobile, so field service agents can see the information they need anywhere.
This video gives an overview of Field Service Lightning’s features and includes a demo that shows how everyone can stay connected from the moment a customer case is created to the instant the field service agent marks their job complete. Take a look and see how Field Service Lightning can help you manage your field service team more efficiently and effectively to meet the demands of your customers.
How to set up a customer service request in Field Service Lightning
Here’s a start-to-finish overview of how to set up a customer service request in Field Service Lightning
In this scenario, we will be setting up a service call to install a generator and dispatching a field service agent. Starting from the point of view of a customer support agent in the service console, use the drop-down menu to create a new case. At this point, input the appropriate contact and product information – in this case, a generator.
Once saved, the newly created case, including case and contact information, is available. From there, select the ‘new work order’ tab. On this screen, you will input the work type and the customer’s preferred start and end date for the project completion and select ‘save.’
Now the work order is available under the ‘Latest Posts’ section of the console. A service order was automatically generated with the creation of the order.
The service appointment is the actual booking for the field service agent, so this is the screen to add the customer’s address and contact information. Once saved, this work order is ready to be dispatched.
At this point, we are going to switch to the dispatcher’s point of view by going to the Field Service App through App Launcher and selecting the ‘Field Service’ tab.
This is where you will see all your field service agents and, on the left, you will select the work order we just made and is ready to be scheduled. Expand the selection and click ‘Candidates’ to view the agents eligible to be scheduled.
Choose a candidate and select ‘schedule’ and the appointment will appear on their schedule on the right hand side of the screen.
Once scheduled, the appointment still needs to be dispatched. To do that, go to the left side of your screen and select ‘scheduled’ from the List View drop-down box, which allows you to see all scheduled appointments. Choose the one you want and select the ‘dispatch’ option, which will populate a pop-up notification where you will again select ‘dispatch.’
In the mobile view, which shows the field service agent all of the information related to this appointment, the agent can change the project status to “in progress,” “completed,” “cannot complete,” and “canceled.”
Once the status is changed, it will also update on the dispatcher’s view. Under the “scheduled” drop-down menu, select “All Service Appointments” to view a map with all appointments and their statuses.
What used to take several rounds of communications through multiple levels of staff can now be created, updated and completed seamlessly with your customer support agents, your field service dispatchers, and your field service agents all on the same page.
For more information on how to make the most of Salesforce Field Service Lightning, contact us or comment below!