Salesforce, in the most basic possible terms, is a cloud-based and online management company based in Sydney, Australia. As a business management consultant, this company largely works on helping businesses be more efficient in their technologically based endeavors. They create software to help businesses function more efficiently as well as expand the services that they offer, the locales in which they offer them, and the speed at which everything takes place. Obviously, this is a very desirable outcome in this industry, as it would be in most industries. This Salesforce Field Service Lightning guide will help break down their newest software development, Field Service Lightning.
In essence, Lightning is a piece of software designed to support field service management. Management and office-based workers can relay information to employees that are working in the field, and vice versa. It can also be used to track location and incoming orders based on location. This is information that often took several third-party apps to complete, but Lightning compiles it all into one convenient package.
Salesforce launched Lightning as a massive update and improvement to the classic version, which was a severely pared down and basic version of nearly identical software. In addition, the software developer because it was evident that there was a various gap in the market, a gap which is filled, could benefit nearly all companies in all industries.
Field Service Lightning, or FSL, works on a basic structural framework. A call center executive is called by a customer and acts as a sort of the first point of contact for that customer. This person documents the call, what is needed, and makes the appointment. That is it. Then, the next piece of the framework comes into play. The dispatcher manages the records, as they oversee the call center employees while coordinating with everyone out in the field. Basically, their job is to take the incoming orders and assign them to the technicians. Finally, using the software’s cell phone application, field service technicians receive the information they need about the next appointment and its location. The FSL app has the functionality to carry this out seamlessly, offering an unparalleled efficiency to its customers.
Analytically, FSL can provide reports of several metrics to be considered. Work orders are created for every legitimate call, and these can be linked to customer profiles and records. When technicians take a call, it can be useful to know the prior work history and if there have been repairs or work done in the past. And if so, what the nature of that work was. It can also provide scheduling information, both in the past and future. This can help determine the busiest times and the quietest times, and perhaps use those to reassess rates of pay during peak and non-peak hours. Or, use this information to re-balance work rosters in order to have a fully prepared team on call. The FSL mobile app gives more information to all parties involved, and the dispatcher records assist in the creation of those reports though. While FSL is still in beta, however, full analytics are not yet available.
It is important to note that a license is required to run FSL and the other software components that go with it. Certain features require updates or upgrades to your existing licenses, for an additional cost. There are some features that are available without additional licenses though, to assess what you will be specifically using Field Service Lightning by Salesforce for before you purchase every single additional license – because you may not actually need everyone.