Salesforce Field Service Reviews & Product Details

Honestly, the scheduling and dispatch part is a lifesaver. It makes managing techs way easier, especially when there’s a bunch of jobs lined up. The mobile app is super handy too—our guys can update status, take pics, and get signatures right on site without calling back to office. Everything’s in one place, so no jumping between systems. Review collected by and hosted on G2.com.

Setup wasn’t smooth though—docs could be better, and UI feels clunky at times (too many clicks for simple stuff). But once you get past the learning curve, it’s reliable and powerful. Review collected by and hosted on G2.com.

Salesforce Field Service provides excellent visibility and control over the entire field service lifecycle. The intelligent scheduling and dispatching tools make it easy to match the right technician with the right job based on skills, location, and availability. The mobile app greatly empowers technicians in the field, enabling them to access work orders, update job status in real time, capture photos, collect customer signatures, and complete service reports instantly. Integration with the Salesforce platform ensures a 360-degree view of the customer, which helps improve communication and overall service experience. Review collected by and hosted on G2.com.

There is a learning curve during the initial onboarding phase due to the wide range of features. Some configurations can be complex and may require assistance from experienced administrators or partners. The licensing costs can also be higher for smaller organizations. However, once it is set up properly, the long-term value and productivity improvements outweigh these initial challenges. Review collected by and hosted on G2.com.

In my experience, Salesforce Field Service stands out for its impressive security, providing excellent value through its robust security features. The platform’s documentation and cloud storage functions are particularly helpful, as they ensure permanent access to client files and make managing them straightforward. I also appreciate how Salesforce simplifies collaboration among team members, and I must stress how securely it handles this process. Only authorized individuals within the organization can access files stored in the cloud, and when one team member is working on a case, others can collaborate seamlessly without causing any disruption. Review collected by and hosted on G2.com.

I feel that Salesforce's user interface lacks finesse. The design appears quite dated and uninspiring, almost reminiscent of software from the Windows 7 era. However, I understand that this isn't their primary focus, as their main strength lies in their security protocols. Still, it would be nice if the interface were more modern. Review collected by and hosted on G2.com.

What I like best about Salesforce Field Service is the real-time visibility it gives us. We can track technician locations on the map, optimize routes, and reduce travel time. The ability to create work orders directly from cases ensures nothing slips through the cracks. Our customers love the appointment notifications and ETA updates, which makes the experience more transparent and reliable. Review collected by and hosted on G2.com.

Nothing to dislike at this point. The platform has been smooth and effective for our team. The setup is little difficult once you are set its a fun ride. Review collected by and hosted on G2.com.

Customization: You can tailor almost everything—objects, workflows, dashboards—to match your exact sales process.

Reporting: The analytics tools are excellent once configured; it’s easy to build dashboards that make execs happy.

Integrations: Works smoothly with marketing tools, calendars, and customer-support platforms. Review collected by and hosted on G2.com.

Complexity: Setup isn’t intuitive. Without an experienced admin or consultant, expect a steep learning curve.

Performance: Pages can be slow to load, especially when you’re juggling large datasets or lots of automation.

Cost: Between licenses, add-ons, and support tiers, Salesforce can get pricey fast. Review collected by and hosted on G2.com.

Salesforce Field Service makes scheduling and dispatching technicians seamless with real-time updates and route optimization. The mobile app is very handy for field agents to access customer data, capture signatures, and update job status instantly. It integrates well with the Salesforce ecosystem, giving a 360-degree view of the customer. Review collected by and hosted on G2.com.

The initial setup and configuration can be complex, especially for organizations without prior Salesforce expertise. The licensing costs are also on the higher side, which may be challenging for small teams. Additionally, performance can be slightly slow when handling large amounts of field data. Review collected by and hosted on G2.com.

I love how straightforward Salesforce Field Service is to set up, especially the administrative side, which is my focus. Its dispatcher console makes managing tasks seamless and efficient by streamlining processes. I find the dispatching and skill management features incredibly useful, which enhance our operational efficiency significantly. Also, I'm excited about the future potential and use cases for Agent Force within field service. Review collected by and hosted on G2.com.

I find it challenging to manage the inherited field service implementation. Untangling it has been a continuous task. Additionally, extracting requirements from end users is always difficult, indicating a need for better-defined and readily available documentation on what field service can do. Review collected by and hosted on G2.com.

I really appreciate how Salesforce Field Service enhances communication between end users and support teams, making interactions clear, straightforward, and dependable. The integration with Outlook is especially helpful, as it ensures I receive timely email alerts whenever a ticket is created, which streamlines the process of resolving issues. I also highly value the ticketing system, as it makes creating and managing tickets much simpler and allows us to set priorities efficiently. The option to integrate Salesforce with other APIs and generate dashboards for reporting adds a crucial layer of functionality that I rely on. Additionally, the setup process is smooth and hassle-free since my organization takes care of it, so I can focus on my work by just logging in with my organization ID. Altogether, these features make managing field support operations within my organization much more efficient. Review collected by and hosted on G2.com.

I find the pricing of Salesforce Field Service to be a significant drawback as it is perceived as very costly. My organization leaders and articles I’ve read highlight the expense, suggesting that competitors like Soho Desk offer more affordable solutions. This high cost would deter me from recommending it if I were starting a new business, as I would opt for a more cost-effective option. Additionally, the user interface might be complex for end users, especially new employees who require training to use the system effectively. This suggests a learning curve that could be problematic for those unfamiliar with the platform. Review collected by and hosted on G2.com.

Salesforce Field Service is a very efficient platform for managing on-site operations and customer service tasks. I really like how easily it connects with the main Salesforce CRM, allowing quick access to customer details and service history. The scheduling and dispatch features are very accurate, and the mobile app helps technicians update work status in real time. It has improved coordination and response time for our service team. Review collected by and hosted on G2.com.

The system can feel a bit complex during the initial setup, and it takes some time to fully understand all the features. Occasional syncing delays between mobile and desktop apps can happen, but overall performance is reliable once everything is configured properly. Review collected by and hosted on G2.com.

I appreciate Salesforce Field Service's offline capabilities, which allow field service agents to track work order line items without immediate internet access, syncing when they reconnect. The intuitive UI, particularly of the mobile app, and the robust inventory management capabilities enhance efficiency and ease of use. Our seamless process was further aided by our prior Salesforce usage, making the adoption process smooth. Additionally, the ability to monitor service agent locations in real-time using the dispatch console is advantageous. Review collected by and hosted on G2.com.

I find the internal console and its related list overwhelming, especially for new users, as it displays too many details that are not industry-specific, making it less user-friendly. The absence of a dark mode in the UI is also a drawback, and it could be more functional if it allowed field service agents to view other agents and utilize work order swarming capabilities available in Service Cloud. Review collected by and hosted on G2.com.