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Salesforce Field Service

Salesforce Field Service
Formerly Click Field Service Edge

Overview

What is Salesforce Field Service?

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

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Recent Reviews

Not ready for Prime Time

1 out of 10
March 16, 2019
My company is currently using ClickMobile to manage the schedules of 1,000+ field clinicians. It is supposed to perform real-time tracking …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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Contractor

$50

Cloud
per month (billed annually) per user

Contractor Plus

$75

Cloud
per month (billed annually) per user

Dispatcher

$165

Cloud
per month (billed annually) per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.salesforce.com/products/fie…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $600 per year per user
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Product Details

What is Salesforce Field Service?

A platform for field service with features that help users to enhance customer engagement with real-time personalization, optimize field teams with an inbuilt scheduling engine and access to offline data, as well as the ability to improve field visits with the help of an AI built on the Einstein 1 Platform.

Salesforce Field Service Features

  • Supported: Appointment Scheduling
  • Supported: Work Order Management
  • Supported: Dispatching
  • Supported: Activity Tracking
  • Supported: Service History
  • Supported: Forecasting and Planning

Salesforce Field Service Screenshots

Screenshot of Screenshot of Screenshot of

Salesforce Field Service Video

How to Optimize Field Service Teams | Salesforce Demo

Salesforce Field Service Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll

Frequently Asked Questions

Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.

Salesforce Field Service starts at $600.

ServiceTitan, SAP Field Service Management, and HouseCall Pro are common alternatives for Salesforce Field Service.

Reviewers rate Support Rating highest, with a score of 7.3.

The most common users of Salesforce Field Service are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(38)

Attribute Ratings

Reviews

(1-7 of 7)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Field Service entirely for our salesteam for quoting, prospecting, tracking, reports, service inventory and connection to our ERP.

Primarily, our salesteam uses this for tracking all of the details during prospecting, such as adding notes to each record for follow up calls, tracking of upcoming events, meetings, quotes and deal size. We have also recently connected a quoting module that allows them to do everything from within Salesforce Field Service, which most importantly the quotes then stay within Salesforce Field Service so management and admin can go directly to them anytime they need to.
  • Tracking of all service calls
  • Tracking of all equipment related to service calls
  • Tracking of any lease renewals on equpiment that is being tracked
  • easy access to service calls and details from anywhere
  • device agnostic
  • easier integration with back end tools
  • easier ways to get information out
  • not having to use exporter tool
This is the most popular tool that has stood the test of time and has the most flexibility with other products and APIs. Other products we used in the past were not as up to date and not as reliable. Also, the API connections are almost endless. The 800lb gorilla does have these advantages.
John Chavez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is integrated with our sct app which is used for timeshare presentations. Salesforce Field Service allows managers to see what processes the sales executive are currently working on with the guests. This allows the manager during the hand-off to have a "warm" introduction with the guests and seemingly start to hand off the client to close the sale. This also allows them to do everything within one app.
  • Track customers
  • Track sales
  • Create sales projections
  • Hard to integrate
  • It's not easy to learn
The best case usage is for tracking your clients and sales. The niche advantage at [...] is that it gives the sales leader real time feedback to help them try to close the sale because they know exactly what the sales executive was offering without needing to talk to them. This used to be a big problem for us.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Implemented primarily for field crew scheduling and timekeeping. Has evolved to be our primary means of scheduling and completing fieldwork, including a newly created Operations & Maintenance (O&M) program. Has helped us standardize our appointment types as well as safety and quality practices. We use labor hours to estimate install efficiency and compare across crews as well.
  • Task Management
  • Crew Accountability
  • Appointment Scheduling
  • Flexibility/Customizability
  • Mobile app performance
  • Mobile app error handling and troubleshooting
Because troubleshooting the mobile app remotely can be really challenging, the tool would be best suited for companies that have a main office where folks can get together and discuss issues in person. Desktop experience is complex but otherwise functions very well. Mobile app error handling could definitely be improved.
Souvik Basu, CSM® CSPO® | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We have implemented solutions for our business through Salesforce Field Service solving real life problems like Defect liability period (DLP) for Real estate domain. Previously as well, Salesforce FSL had been used as the tool to improve on the existing legacy system to dispatch technicians from Business side when they faced complaints/issues which the Business is liable for.
  • Great dispatcher service which helps the Field Service managers
  • Great view of the availability of the technicians
  • Ability to track real time any updates about the service appointment
  • License could be less pricier esp. the dispatcher license
  • Restricted workflows and data visibility, along with slow performance can complicate the experience for the technician
  • Since we use devices primarily for this like Ipad and Android devices, the mobile app needs to be improved which crashes often
1) I am a homeowner, who has moved in less than 1 year ago so my maintenance (DLP period) is still active. I face issues in my home and call the service center to fix the issue (can be any kind of issue like furniture or electrical etc.). The whole process that happens after this after this initial case is raised is taken care by Salesforce FSL which is amazing.

2) Not only for real estate, but same scenarios can work for any industry like even utilities (water management company) who are responsible for home water. So if water is hard, customer calls the service center, a case is raised on and then on managed via Salesforce field service.
Score 1 out of 10
Vetted Review
Verified User
My company is currently using ClickMobile to manage the schedules of 1,000+ field clinicians. It is supposed to perform real-time tracking and sync with office staff. We hoped to integrate it with our billing and time reporting systems, but that is a long way off.
  • They apparently have an excellent sales team.
  • Click has a long way to go to improve functionality of its current features. It is buggy and slow, and does not sync correctly with scheduling.
  • Mobile users can only see one day at a time, making point-of-care scheduling cumbersome.
  • Tech support is only provided to end users by email.
Advertised as an integrated solution for home care field clinicians, but it does not work offline, allow staff to view entire schedule, or enter recurring appointments.
Gary Patterson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

We (Diabsolut) are a preferred partner and implementer of the full suite of ClickSoftware products with offices in Canada, United States, and India.

We have implemented ClickSoftware's Mobile Workforce Management software at several of our clients and have successfully deployed it, and many other ClickSoftware products to other clients over an ever expanding array of sectors for several years.

The Mobility solutions offered by ClickSoftware are very robust and extremely configurable, enabling adopters of the software to get everything they need and almost everything they want out of a mobile workforce management system today. Clicksoftware is always updating their software with bug fixes and enhancements making for a highly evolved offering that can adapt to meet your organizations needs as your business changes and grows. ClickSoftware offers a Windows based "thick" client that is perfect for Field resources utilizing a laptop, while ClickMobile Touch allows for organizations that have gone truly mobile to utilize a robust mobile workforce management system through an HTML5 webpage or native app on a smartphone.

ClickMobile allows organizations communicate with field resources in real-time. This allows for updates to and from the field resources, enabling the business to react in those critical moments when customer service is tested.

  • ClickMobile allows for real-time updates from the field. The devices don't need to be within the organizations domain to communicate with the back-end database. This makes updating work order information much less cumbersome since VPN connections are not necessary for mobile field workers
  • Store-and-forward capability of the Mobile applications allow users to make updates to a work order even when they don't have an internet/data connection. They can make their changes and rest assured that they will be recorded to the organizations database when internet connection is restored.
  • ClickMobile Touch makes the BYOD a reality as the application is device agnostic and will run on any browser that supports HTML5.
  • At times updates from may take a while to come back to the main database. This is generallly because of a loss of internet connectivity due to poor data coverage from cell towers or Wi-Fi networks.
  • Organizational IT policies of network architecture/DMZ/Firewalls may add to the challenges of deploying ClickMobile outside of the organization domain, thus allowing field resources the ability to access relevant work order data without connecting the company network via VPN. This can usually be overcome with quality solution design and implementation.

ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs.

Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.

George Pelosi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
ClickSoftware Mobile Workforce Management is used to manage workflow of mobile workforce in North America. It is being using in these countries only. It does a very good job of scheduling tasks and managing assignment resources based on current business rules and objectives. ClickSchedule 8.16 is very stable and it does a good job of auto scheduling calls when it has been configured properly. It addresses the problems of how to manage your mobile workforce, whether it be field technicians or a group of contractors assigned to a particular site.
  • ClickSoftware Mobile Workforce Management is very scalable to meet the scheduling demands of any size organization
  • ClickSoftware Mobile Workforce Management is very customizable to the needs and requirements of any service organization
  • ClickSoftware Mobile Workforce Management allows an organization to plan and adjust to the service business changes in demand.
  • ClickSoftware Mobile Workforce Management takes very skilled and certified personnel to manage the changes to code, logic, or applications.
  • ClickSoftware Mobile Workforce Management requires significant upfront business analysis investment in time and planning to be implemented properly.
  • ClickSoftware Mobile Workforce Management requires a significant investment in IT infrastructure in order to implement successfully.
There is some size value of an organization where you would need enough resources with a scheduling problem or mobile workforce demand large enough in order to justify the effort required to implement such a solution. Key questions would include how many field or mobile resources are needed to be scheduled every day, and how complex are the tasks that they are being assigned to.
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