Field Service Lightning

Partner Training
Introducing: Field Service Lightning

Katrin Burton
Director, Service Cloud Alliances
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Customer Expectations Have Changed
The connected world has shattered expectations for customer service

75B
connected things
by 2020
Customers Are Expecting a Connected Service Experience
From Phone to Field

On-site Mobile

92%
of executives believe they need
to adapt their service models in Apps Email
order to keep up with
customers’ needs

Community
Social

Source: Salesforce Service Excellence Survey

Field Service Management is Challenging
Current systems are inefficient and costly

Siloed teams and processes Poor resource allocation

Disconnected from CRM Lack of mobile support

of companies are using manual

54% methods to handle field service

Source: Salesforce Service Excellence Survey

Field Service Lightning
Product Overview
Introducing: Field Service Lightning
Best-in-class field service solution built on the world’s #1
service platform

Connect your entire workforce

Put agents, dispatchers, and mobile employees on
one platform to deliver 360 degree support

Intelligently schedule and dispatch work

Automate scheduling based on skills, availability,
and location to optimize on-site service

Track and manage jobs in real-time

Update work orders, change requests, and job
status anytime, anywhere
Extend the Connected Customer Experience into the Field
Modernize your field service solution to deliver a complete service experience

Faster time-to-value
Easy to integrate
Flexible & scalable
Mobile enabled

Customer Success Platform

Market Leadership with Click Software

✅ OEM agreement with ClickSoftware provides us with

industry-leading:
Appointment booking
Scheduling
Optimization (FY17 H2)
✅ Best-in-class solution
✅ Integrates with SAP Backend
✅ Salesforce UI throughout the product
✅ Sold by Salesforce

+
Delivering Industry Leading Field Service Out of the Gate
Power of the Platform Combined with Best-in-Class Functionality

Field Service
Optimization Appointment Dispatcher Resource Industry-Leading Scheduling & Optimization
Scheduling
Booking Console Mgmt
(FY17 H2)
Robust, Integrated Work Order Management
Adv. Assets Mobile
Service Entitlements
Work Orders & w/ Offline
Contracts & SLAs
Install Base (FY17 H2)
Core field service functionality built into our
data model
Service Cloud
SFX
Console S1 Mobile Analytics Workflow
Lightning
The #1 Customer Service App built on the
Products
leading Customer Success Platform
Integration IoT
Cases Knowledge & Parts Platform (FY17 H2)
(FY17 H2)

Salesforce Customer Success Platform

Same List Price as Service Cloud Across Editions

Enterprise Edition Unlimited Edition

Dispatcher Technician Dispatcher Technician

Mobilized Field Service Advanced Scheduling Mobilized Field Service
Advanced Scheduling
& Support and Dispatching & Support
and Dispatching

$135 $135/user/month*
$260 $260
/user/month* /user/month* /user/month*
(billed annually) (billed annually) (billed annually)
(billed annually)

Work Orders
Work Orders Offline
Offline* Dispatcher Console
Dispatcher Console Work Orders
Work Orders Advanced Scheduling
Advanced Scheduling Cases
Cases Fleet Optimization*
Fleet Optimization* Assets
Assets Assets
Assets Inventory Management*
Inventory Management* Cases
Cases Sandboxes
100 Custom Objects Sandboxes
100 Custom Objects 200 Custom Objects
200 Custom Objects
Streamline Operations Across the Entire Service Chain
Connect customers, agents, dispatchers, and service technicians on a single platform

Customer Service Agent Dispatcher Field Technician

Book a service appointment Get a complete view of the Optimize job scheduling Run service tasks on-site
anywhere, anytime customer based on your business rules from any device
Have the technician arrive on Create and schedule a Work Real-time insight into service Access key information to
time with the right skills Order from any case operations complete the job quickly
Work Order Management
Quickly create Work Orders on any case from the Service Console

Efficiently track repairs, standard

maintenance or other work in the field
Integrated with accounts, contacts, assets,
cases, entitlements, or service contracts
Accessible on any mobile device via the
Salesforce1 app
Work Order Line Items provide more details
to complete the work

Increase agent
productivity

Work Order
Management
Advanced Asset Management
Manage complex assets with the multi-tiered asset hierarchy

Track information about all of your

customers’ products
Get insight into which customers have a
competitor’s product
Leverage asset hierarchy to track
products made up of several parts all in
one view

Increase
customer insight

Advanced
Asset Mgmt
Smart Scheduling
Intelligently assign and schedule Work Orders

Instantly book service appointments

from the Service Console based
Automatically assign appointments to
the right technician based on time, skills,
locations, and any business rules
Allow customers to self-book an
appointment at their convenience

Increase employee
productivity

Smart
Scheduling
Dispatcher Console
Seamlessly manage and monitor service technicians

Ensure the right job is assigned and

routed to the right mobile employee
Automatically schedule bulk jobs in one
click
Immediately see alerts for issues that
need attention
Track and monitor service delivery in
real-time on a map or Gantt chart

Increase mobile
employee efficiency

Dispatcher
Console
Field Technician Mobility via Salesforce1
Access and update critical information on-site with the Salesforce1 app

Access Work Orders, schedules, and

customer information at your fingertips
Deliver real-time job updates on-the-go
Connect to experts and generate reports
from anywhere
Access information offline with Android

Increase first time

fix rate

Mobile
Access
Real-Time Reporting & Analytics
Monitor performance and gain insight across service and operational data

Integrate all your business data from multiple

systems
Access field service intelligence in the palm of
your hand
First Time Fix

Drill down into data on the fly from any device

Gain visibility into agents, dispatcher,
technicians, and partner performance from a
single platform

Increase
proactive support

Service
Analytics
Where to Focus in FY17
Target ‘simple’ appointment based orgs with standard task types, achieve quick
results
Best verticals include to focus on:
Business Services
Solar (residential
(equipment Utilities
delivery/sales) Manufacturing
maintenance)
Sweet Spots

• Service Cloud Install Base

• Simple B2B (“one & done” vs.
multiple visits / large team)
Retail/Home Services Telco
• B2C Services (residential jobs) (security, white goods, (simple
delivery/retail) Healthcare Insurance
etc.)
Healthcare & Life Sciences
Healthcare & Life Sciences Example Use Cases

Medical Devices Home Healthcare Replenishment & Pharma

Dispatch, delivery, repair
and onsite training of
devices to support doctors,
caregivers and consumer.
Scheduling of mobile
caregiver visits: skilled
nursing, at-home physical
therapy, pain management,
prescription management
Disposal Dispatching, scheduling
Replenishing things like specialty drugs and IV
oxygen tanks and other infusion to the home.
medical supplies. Pickup Clinical Trials as well.
and disposal of biohazards
“Service Cloud enables us to have a
tighter long-term relationship with
our customers by putting them at the
center of our business”

Stanley Healthcare Connects with Customers in a Whole New Way

Support patients, clinicians and senior living residents to
provide security and safety
Increasing call and ticket volume made delivering efficient
service a challenge
Allow field technicians to access information and
additional support via mobile device
​Tech support has improved scheduling time by 55%
​ 60°view of the customer saved agents the
3
equivalent of 60 hours a week
Technical services saw $11.2M increase in revenue
with improved renewal rates
Manufacturing Example Use Cases

Appliance Repair HVAC Servicing Capital Equipment High Tech Device

Service technician HVAC service tech Preventative Repair (PCs, etc)
installs & repairs dispatched for maintenance and Onsite repair of PCs
washer, dryers and preventative service or instant repair response and other devices at the
tracks time and repair to maintain uptime customer location
materials
 “I've been through a lot of
these, and for the first time in
a long time, I’m not worried
about the technology…”
Brad Mundt, Miner CFO
Jane Hughes– VP of Support

Miner Automates Field Service To Better Respond to Client Needs

Automated & integrated dispatch, notification and billing

Mobile solution gives field techs steps to complete task, tracks check
in/check out and travel time, auto signature

Holistic view of all techs - track work orders, dispatch and invoicing
Intelligent dispatch engine dispatches vendor based on quality score
Financial Services/Insurance Example Use Cases

P&C Claims Field Advisor Scheduling Mortgage ATM Servicing

Optimization Banking/Title Repair and
Life insurance, Financial
Companies replenishment of ATM
Field assessments, planning, etc
Field inspections & machines
appraisals and claims
appraisals
processing
Other Industries Ready for Field Service Lightning
Retail Energy & Utilities Safety & Security Local Municipalities
Big box stores...TV Solar panel installation, Installation & repair of Trash removal, water,
installs, etc. meter reading, etc. security systems street maintenance, etc.

Think beyond traditional “hardhat” break-fix Field Service. Any organization with people in the field doing:
● Inspections & surveys
● Deliveries & pickups
● Site assessment
Learn More with These Great Resources!

Field Service Experts Chatter Group: https://partners.salesforce.

com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000004flQ
thank y u