Tracking engineers from within Salesforce via the Field Service app is handy. The smart routing is good (but does glitch sometimes) and being able to customise your work orders/job sheets means you can cover all elements your business requires. Obviously added to the fact it is part of the wider Salesforce "suite" means you can work all your assets from within one system, another bonus. We like the fact you can see all correspondence with customers, emails, SMS etc as well as job sheets, works completed etc. Great visibility of the entire project life cycle also. Needs to be well set up to get the most out of it, which cannot be stressed enough.

We had an initially poor implementation, or should I say, the original brief we gave the implementation team was vague, but once it's done well, you can see some real time savings across your business. The Field Service agents and predictive asset management features are pretty awesome and can see these becoming a game changer for anyone using a field service model within their business. Review collected by and hosted on G2.com.

There are plenty of systems out there that offer complete and dedicated field service solutions, showing floor plans, inputting of photographs against job schematics, full tracking etc and there are certainly some features that Field Service lacks out of the box. Pretty certain that Salesforce will look to meet some of their rivals in terms of tech.

Again, ensure that the implementation meets your specific business brief and test it thoroughly. Sales staff will tell you this is a perfect fit, but make sure you dig into your own requirements prior to committing. Review collected by and hosted on G2.com.

Smart scheduling and real-time tracking. Review collected by and hosted on G2.com.

Steep learning curve and complex setup. Review collected by and hosted on G2.com.

I really value Salesforce Field Service for its efficiency in planning and executing workforce tasks. I appreciate having everything integrated on one platform, from service cases to service appointments and time sheets. The automation in scheduling, especially with its AI-based model, significantly enhances operations by reducing manual workload and ensuring all necessary information is readily available for employees. Review collected by and hosted on G2.com.

Although Salesforce Field Service has significantly improved since its initial release, it still lacks some features that could add even more value. The complex implementation of the system can potentially become challenging over time despite its initial simplicity. Additionally, the platform could benefit from better accommodation of specific administrative requirements for certain regions, like Germany. This regional adaptability could enhance functionality and user satisfaction across diverse global markets. Review collected by and hosted on G2.com.

One of the best things about Salesforce Field Service is how well it connects the whole service process from scheduling and dispatching to real-time updates in the field. The user interface is clean and fairly intuitive once you're used to it, especially for dispatchers and technicians who don’t want to spend forever clicking through menus. I also appreciate the level of customization available—you can really tailor it to your specific workflows if you know what you're doing (or have a good admin). Integration with other Salesforce products is seamless, which makes handoffs between teams smooth and helps avoid communication breakdowns. Review collected by and hosted on G2.com.

That said, the learning curve can be steep, especially during the initial setup. It's definitely not a plug-and-play solution—implementation can get complex quickly, and unless you have experienced resources, it’s easy to get stuck in the weeds. Some of the terminology and configuration options aren’t very intuitive, so there’s a bit of a ramp-up time for both admins and users. Also, while the system is powerful, it can feel like overkill for smaller teams or more straightforward service models. And like a lot of Salesforce products, licensing and add-ons can get pricey fast. Review collected by and hosted on G2.com.

We’ve been using Salesforce Field Service for a while now, and it’s made a big difference. Scheduling jobs is way easier, and our techs love the mobile app—it’s simple, fast, and gives them everything they need on the go. We can track jobs in real time, which helps us stay on top of things. Setup took a bit of effort, but once it was up and running, it just worked. If you’ve got a field team, this tool is a no-brainer. Review collected by and hosted on G2.com.

setup can takesome time and pricing might bea bit high for smaller teams Review collected by and hosted on G2.com.

The platform offers highly customizable workflows and automation, which allows for tailored processes to fit specific needs. Its robust mobile capabilities are especially beneficial for technicians working in the field, enabling them to stay connected and productive. Real-time scheduling and dispatching features contribute to greater efficiency, ensuring that tasks are managed promptly. Integration with Salesforce CRM provides unified customer data, streamlining information access. Additionally, the system is scalable, making it suitable for large teams and complex operations. Review collected by and hosted on G2.com.

There is a steep learning curve for both new users and administrators, which can make getting started challenging. The mobile user interface sometimes feels cumbersome, especially when navigating through deep menu paths. Customizing the platform often demands technical skills or the assistance of implementation partners. Additionally, the pricing might be prohibitive for smaller organizations. Review collected by and hosted on G2.com.

The best thing about Salesforce Field Service is its seamless integration with the core Salesforce platform. This gives us a single source of truth, from the customer's initial case to a dispatched field technician, all on one system. The mobile app is a game-changer; it provides our field technicians with all the information they need—customer history, inventory, and job details—right in the palm of their hand. The dispatch console is also incredibly intuitive, allowing our team to schedule appointments, manage routes, and monitor our workforce in real-time, which has significantly improved our first-time fix rates and overall efficiency. Review collected by and hosted on G2.com.

While the core functionality is excellent, the setup and customization can be quite complex and require a significant investment of time and resources. The learning curve for new users, especially dispatchers, can be steep. Also, some of the more advanced features, such as deep scheduling optimization, can be challenging to configure correctly without a dedicated expert. We found that the cost can also scale up quickly as you add more users and advanced features. Review collected by and hosted on G2.com.

great tool for technicians and other customer support people helping them easily fulfill customer service more efficiently Review collected by and hosted on G2.com.

some features missing in mobile app. little time consuming and bit expensive for small business Review collected by and hosted on G2.com.

I appreciate Salesforce Field Service for its effective route optimization, allowing our technicians to be placed in the most efficient locations to complete their tasks. The Gantt view is excellent for enhancing clarity in work scheduling, and the emergency wizard is invaluable for quick responses. I find the overall ease of use and simple integrations with other software like SAP and Lima make it a natural fit for us. Review collected by and hosted on G2.com.

I have faced some challenges with the Salesforce Field Service console because it doesn't meet all of my visibility needs. The console falls short in providing the technical visibility of all the aspects I want to see in the system. Review collected by and hosted on G2.com.

I find Salesforce Field Service incredibly valuable for its ability to save time and effort, especially for field service agents. The platform provides detailed tracking related to their work, allowing agents to focus on completing additional tasks efficiently. The scheduling feature, which we often refer to as 'grand chats,' is indispensable, offering comprehensive information on agents' schedules and availability. I also appreciate the overall flexibility and ease of use of the application. Review collected by and hosted on G2.com.

I found the initial setup of Salesforce Field Service to be quite challenging as it presented some hiccups at the start. Despite improvements over time, this early difficulty could be discouraging to new users. Additionally, I believe there is room for enhancement in the Gantt charts feature. Review collected by and hosted on G2.com.