Field Service Lightning (FSL) is an extension of Service Cloud that provides a comprehensive view of workforce management. This is used to help organizations better track customer service calls from the call center agent, through the dispatcher console, to a completed service appointment from the mobile employee.
This article will be discussing Field Service Lightning – what is it and who might need it. I’m a Certified Field Service Lightning Professional, who fell in love with the FSL data model and the way the interface is organized; now, I help organizations be successful with their FSL implementation.
What is Salesforce Field Service Lightning?
As mentioned above, Field Service Lightning is an extension of Service Cloud that provides a comprehensive view of workforce management.
Simply put, when a customer orders a new cable service, the cable guy will show up – where is he now, where he is going, and how many feet of cable is in his van – this can all be managed through Field Service Lightning.
Salesforce recently acquired ClickSoftware, who originally developed the Field Service Platform.
It seems to me, that as Salesforce introduces new clouds, they will be based on the custom objects and features of the Field Service Lightning Architecture, as in the case of their latest Manufacturing Cloud and Retail Cloud.
Who Needs FSL?
Companies that have mobile field technicians to support their business. For example, a window company that sells custom windows – this process could get very complex! It would be wise to dispatch the installation crew after the window hole has been cut, and the actual window has been delivered. To ensure that the job was completed to the customer‘s standards a service report requiring the customer’s signature approval would be a good idea.
A cable company can also benefit from Field Service Lightning with installations of new service lines at the customer location. The mobile technician can account for how much cable was used, which component parts were changed, and even capture the customer’s signature that he was at the customer location.
The Basic Components of FSL
The following needs to be configured:
- Install Field Service Lightning Managed Package in Production
- FSL Licenses
- Profiles & Permission Sets
- Limit Sharing on FSL Objects
- Update Data Integration Rules
- Enable Feed Tracking on Service Appointment
- Prepare for Inventory Management-Inventory/Parts
- Create Custom Fields
- Standard Objects such as Products & Assets, or optionally configure Service Contracts and Entitlements
- Page Layout Assignment
- Work Orders
- Create Service Territories & Operating Hours
- Create Service Resources & Operating Hours
- FSL Admin and Settings
- Dispatcher Console
- Scheduling Actions & Optimization
- Custom Object Model
Field Service Lightning Mobile App Functionality
- Field Service Lightning Mobile App for Android/iOS
- (optional) The Salesforce Mobile App for Community users.
When these components are set up correctly, they provide not only scheduling but also optimize workforce management like you would never have seen before!
3 Use Cases for Field Service Lightning
Use case #1: As a Customer Success Manager, I want to be able to see the service call-outs my accounts have requested.
Anyone in the organisation (even from non-service teams) can see service call-outs. The Work Order List View below displays Work Orders Associated with Accounts:
Anyone can access this by opening the Field Service Lightning App and clicking on the Work Orders Tab. The default list view is the recently viewed Work Orders that have associated accounts to them.
Use case #2: As a Mobile Resource Dispatcher, I am tired of whiteboarding appointments and I want to view my mobile team’s schedule and scheduled appointments.
Open the Field Service Lightning App and click on Field Service, the Dispatcher displays. Towards the right side of the screen, a user can select any specific date or today’s scheduled appointments to view mobile resources and their schedules.
Above: Dispatcher Landing Page
Above: the date selector expanded
Above: selecting a specific date to view all of the appointments scheduled for that day.
Use case #3: As a Service Manager, I currently have no record of what work the mobile technician performed in the field.
Service managers are responsible for managing what work mobile technicians did in the field, so they want the ability to see what the technician fixed, what parts were used, and if the customer affirmed the work.
From the Field Service Lightning App, click on Work Orders and select a work order that has a service appointment associated with it. Then, click on the related tab.
Above: The Related Tab Display
Above: Display all of the Service Reports associated with the work order
Click on the service report name, and the user can scroll through for a detailed report of what work was performed, which parts were used, and was the service report signed by the client or not.
Above: A service report, in PDF format.
Reporting on Field Service Operations
The Field Service Lightning App has the standard reports tab built-in where reports can be created just like in Sales Cloud.
When I click “New Report”, I can search for “service” in the search box to display all the Report Types that can give insight to the FSL operations, such as:
- Service Contracts with Entitlements
- Service Contracts with Contract Line Items
- Optimization Requests with Service Resource
- Service Objectives
- Map Polygons with Service Territory
In this article, I walked you through what Field Service Lightning and the types of companies that can benefit from implementing it. Then I listed the basic Field Service Lightning components that need to be configured to get your organisation up and running, including Field Service Lightning Mobile Functionality. Finally, you saw what kind of reporting functionality is available.
You can find the latest Field Service Lightning Managed Package here.