Salesforce bolsters Service Cloud with a new product for field workers

Dubbed Field Service Lightning, the platform combines licensed features from ClickSoftware with analytics and productivity tools from its base on Service Cloud.

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CRM giant Salesforce has finally added a designated field service product to its recently redesigned Service Cloud.

Dubbed Field Service Lightning, the platform combines licensed features from ClickSoftware with analytics and productivity tools from its base on Service Cloud.

The platform is designed to allow a remote, mobile workforce to intelligently respond to customer service calls while also harnessing the Internet of Things.

Simply put, its aim is connect the phone to the field by linking customers, devices, agents, dispatchers, and employees on a centralized platform.

With help from ClickSoftware, scheduling is automated based on skills, availability, and location to optimize on-site service calls. Companies can establish rules for automatically assigning senior field employees to complex service issues and junior field employees to the more routine service calls.

From there, field workers can update work orders, issue change requests and adjust job status on any device. The entire process is coordinated to promote efficiency and transparency, Salesforce says.

As for Lightening, the platform has served as one of the brand's launchpads for serving connected apps and the Internet of Things, or the "Internet of Customers," as Salesforce likes to call it. Late last year Salesforce bolstered Service Cloud with elements from Lightning's developer-focused user experience.

Field Service Lightning skipped beta testing and is generally available today. Pricing starts at $135 for organizations that have at least one Enterprise Edition or Unlimited Edition Service Cloud license.

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