Salesforce Field Service Reviews & Product Details

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.

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.

I really like that it is now integrated with our core CRM, stramlining scheduling, dispatching and reporting. I also like its visibility in the main project and the ability to track techs in real time. Review collected by and hosted on G2.com.

Sometimes I've noticed it can feel too complex for everyday users, as some workflows require multiple steps that slow down quick tasks in the field, especially during busy schedules. Review collected by and hosted on G2.com.

I appreciate how Salesforce Field Service has been beneficial in providing vital support to field personnel, addressing their questions effectively. The capacity to record activities during visits and access additional information is invaluable. Its implementation was smooth, and it accommodates our global operations by considering region-specific educational and legal challenges. Review collected by and hosted on G2.com.

I found that during the initial setup of Salesforce Field Service, there was a significant dependency on support from our partners. This reliance made the process more cumbersome, and I wish there was a way to lessen this dependency, allowing for a more independent setup experience. Review collected by and hosted on G2.com.

What I like best about Salesforce Field Service is how seamlessly it connects the back office, dispatchers, and field technicians on one unified platform. The real-time visibility into job status, scheduling, and technician location ensures that the right person is at the right place with the right tools. Review collected by and hosted on G2.com.

While Salesforce Field Service is a powerful and comprehensive solution, it can sometimes feel complex to configure, especially when setting up advanced scheduling policies or custom workflows. The initial setup and optimization require deep product knowledge and careful planning. Review collected by and hosted on G2.com.

Salesforce Field Service is easy to use and has an intuitive interface. The layout helps you find customer information, tasks, and schedules quickly. It integrates well with other Salesforce tools, which makes it easier to keep everything organized and accessible for daily operations. Review collected by and hosted on G2.com.

Sometimes the system can feel a bit heavy or slow when handling multiple updates at once. Customizing certain workflows or fields usually requires admin support, which can make quick adjustments more complicated for regular users. Review collected by and hosted on G2.com.

It is a wonderful application to create, manage and track work orders. Technicians can access the job details, customer information and service history with ease. We can send appointment remainders via SMS or email. It is easy to implement and scale. It is easy to integrate within the Salesforce ecosystem. It has a very good customer support. Review collected by and hosted on G2.com.

Initial implementation can be complex for organizations without prior Salesforce experience. Licensing cost could be expensive for small organizations. Training is essential for the technicians to leverage the platform. Review collected by and hosted on G2.com.

I appreciate how Salesforce Field Service enables engineers to load their data directly into the system without needing an admin. The analytical reporting capabilities are particularly useful for field service managers to identify issues within instruments and determine which instruments require immediate attention or are having multiple calls. Review collected by and hosted on G2.com.

I find the data cleanup from the old system to be a very long and manual process. This involves correcting data in spreadsheets and manually loading them into Salesforce. Additionally, the password reset process is frustrating, as it requires me to go through emails, which I prefer not to do. Review collected by and hosted on G2.com.

I appreciate how Salesforce Field Service streamlines the management and scheduling of field technicians. The platform provides real-time visibility into jobs, routes, and resources, which makes it much easier to deliver prompt and dependable customer service. Review collected by and hosted on G2.com.

At times, setting up and customizing Salesforce Field Service can be somewhat complicated, and new users might need additional training to fully grasp all of its features. Review collected by and hosted on G2.com.