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Salesforce.com Inc

Salesforce Field Service

Composite Score

7.5 /10

CX Score

7.6 /10

15 Reviews Write a Review

What is Salesforce Field Service?

Salesforce Field Service Software empowers your employees to deliver intelligent and connected service in the field. Field Service Software helps you: Improve first-visit resolution with Field Service; Boost employee productivity in the field; Automate appointment scheduling; Manage agents, dispatchers, and mobile workers; Get real-time visibility into all operations; Optimize mobile workforce allocation; and Keep customers updated at every step of the way.

Company Details

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Salesforce Field Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Field Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

81 Likeliness to Recommend

76 Plan to Renew

1
Since last award

75 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Salesforce Field Service?

8% Negative

4% Neutral

88% Positive

Pros

Inspires Innovation
Respectful
Helps Innovate
Performance Enhancing

Feature Ratings

Average 84

Field Service Workflow Management

Dashboards, Analytics and Reporting

Dispatch Management

Field Service Knowledge Management

Service Scheduling

Application Integration

Online Booking

Mobile App

Field Sales Enablement

Quotes and Estimates

GPS Tracking

Vendor Capability Ratings

Average 76

Business Value Created

Ease of Data Integration

Quality of Features

Ease of Customization

Vendor Support

Breadth of Features

Availability and Quality of Training

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Salesforce Field Service Reviews

Fabian H.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Great but complex product

Likeliness to Recommend

8 /10

What differentiates Salesforce Field Service from other similar products?

SF Field Services is rich in features and super integrated into the Salesforce Ecosystem

What is your favorite aspect of this product?

It's deep integration into the Salesforce platform is great and very helpful

What do you dislike most about this product?

The pricetag and complexity of the solution

What recommendations would you give to someone considering this product?

Be aware that you will need help to implement SFS from a third party even if you have solid platform knowhow in the company already

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Unique Features

Cons

Under Delivered
Wastes Time
Vendor Friendly Policies

Faisal S.

Role: Sales Marketing
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Best thing for DATA players

Likeliness to Recommend

10 /10

What differentiates Salesforce Field Service from other similar products?

Best transformation Core analysis User friendly

What is your favorite aspect of this product?

Real time updates

What do you dislike most about this product?

Customised data fetching

What recommendations would you give to someone considering this product?

One window solution

Pros

Efficient Service
Inspires Innovation
Respectful
Includes Product Enhancements

Renu S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Best for on-site service management

Likeliness to Recommend

9 /10

What differentiates Salesforce Field Service from other similar products?

Manage customers, track product usage, and optimize workforce resources, all from one platform.

What is your favorite aspect of this product?

What I love most is the ability to seamlessly reschedule products and assign tasks to specific team members

What do you dislike most about this product?

So far, I have no complaints or dislikes

What recommendations would you give to someone considering this product?

I've successfully implemented the FSL (Field Service Lightning) for one of my clients, and I wholeheartedly recommend it to anyone looking to streamline their on-site service management in one place. It offers a multitude of features that truly simplify our workflow

Pros

Helps Innovate
Continually Improving Product
Reliable
Trustworthy

Latest Research

Salesforce Field Service

What is Salesforce Field Service?

Company Details

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Awards & Recognition

Salesforce Field Service Ratings

81 Likeliness to Recommend

76 Plan to Renew

1 Since last award

75 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love Salesforce Field Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Field Service Workflow Management The ability to create, track, and manage service tickets or cases.

Dashboards, Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting, forecasting & easy data extraction for data analysis.

Dispatch Management Includes customer qualification, work order management, route planning, and signature capture.

Field Service Knowledge Management The ability to provide an editable knowledge repository that field service staff can answer to answer with problem or incident resolution.

Service Scheduling Schedule and match jobs to qualified employees, automatically assign jobs to available employees and manage the pipeline from request to delivery.

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

Online Booking Customers can conveniently schedule and book appointments through an online booking system.

Mobile App Access customer profiles, job history, prior invoices, photos, upload forms, build estimates etc. within the app.

Field Sales Enablement Includes sales order management functions such as quotes, contracts, calls, visits, marketing, and automation.

Quotes and Estimates The ability for the system to provide quotes and/or estimates.

GPS Tracking Includes geo-fencing, real-time alerts, fleet tracking, Google maps, and mobile integration.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Salesforce Field Service Reviews

Fabian H.

Great but complex product

Likeliness to Recommend

Pros

Cons

Faisal S.

Best thing for DATA players

Likeliness to Recommend

Pros

Renu S.

Best for on-site service management

Likeliness to Recommend

Pros

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Jobber

Title

1
Since last award

Feature Ratings

Field Service Workflow Management

Dashboards, Analytics and Reporting

Dispatch Management

Field Service Knowledge Management

Service Scheduling

Application Integration

Online Booking

Mobile App

Field Sales Enablement

Quotes and Estimates

GPS Tracking

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Quality of Features

Ease of Customization

Vendor Support

Breadth of Features

Availability and Quality of Training

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement