Salesforce.com Inc

Salesforce Field Service

7.5 /10

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.

81 Likeliness to Recommend

1
Since last award

77 Plan to Renew

3
Since last award

75 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+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?

7% Negative

6% Neutral

87% 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

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement

Salesforce Field Service Reviews

Santosh M.

Role: Information Technology
Industry: Not for Profit
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Comprehensive CRM: It provides an all-in-one solut

Likeliness to Recommend

10 /10

What differentiates Salesforce Field Service from other similar products?

Integration with Salesforce Ecosystem: Salesforce Field Service is deeply integrated with the entire Salesforce platform, which includes sales, service, marketing, and more. This integration allows for seamless sharing of data across departments, providing a 360-degree view of the customer. Mobile Workforce: The mobile-first approach of the Salesforce Field Service mobile app empowers field service technicians with a powerful tool that provides them with real-time access to job schedules, inventory management, knowledge articles, and the ability to process service reports and customer sign-offs while in the field.Scheduling and Dispatching:

What do you dislike most about this product?

Complexity and Learning Curve: Due to its extensive features and capabilities, Salesforce Field Service can be complex to set up and customize, which may result in a steep learning curve for new users or businesses without a dedicated Salesforce administrator or consultant.Cost: Salesforce products, including Field Service, are often considered premium-priced options. The cost can be a barrier for small businesses or organizations with limited budgets.Performance Overhead: With the breadth of features and heavy integration comes a performance overhead. Some users report that the system can be slow, particularly when handling large amounts

What recommendations would you give to someone considering this product?

Assess Your Needs: Evaluate your specific field service requirements. Do you need advanced scheduling, dispatch, and route optimization? Are you looking for an integrated solution with CRM? Understanding your needs will help you determine if Salesforce Field Service is the right fit. Consider the Total Cost of Ownership: Beyond the initial price, consider the costs of implementation, customization, training, and ongoing support. Salesforce solutions can be more expensive than other options, so it's important to budget accordingly.Plan for Training: Prepare for a learning curve. Salesforce Field Service is a powerful tool, and maximizing it

Pros

Helps Innovate
Caring
Acts with Integrity
Over Delivered

Cons

Commodity Features

Fabian H.

Role: Sales Marketing
Industry: Technology
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Oct 2023

Great, pricy product getting continuously better.

Likeliness to Recommend

10 /10

What differentiates Salesforce Field Service from other similar products?

Integration Capabilities Flexibilty

What is your favorite aspect of this product?

The apps offline capabilities Continuous innovation

What do you dislike most about this product?

The pricetag

What recommendations would you give to someone considering this product?

Check the price/value ratio

Pros

Continually Improving Product
Inspires Innovation
Respectful
Includes Product Enhancements

Cons

Vendor's Interest First
Less Generous
Less Transparent

Role: Information Technology
Industry: Government
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2021

Great opportunity to use a great product

Likeliness to Recommend

1 /10

Pros

Trustworthy
Client Friendly Policies
Fair
Altruistic

Cons

Wastes Time

Salesforce Field Service

What is Salesforce Field Service?

Company Details

Need Assistance?

Salesforce Field Service Ratings

81 Likeliness to Recommend

1 Since last award

77 Plan to Renew

3 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.

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.

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 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

Santosh M.

Comprehensive CRM: It provides an all-in-one solut

Likeliness to Recommend

Pros

Cons

Fabian H.

Great, pricy product getting continuously better.

Likeliness to Recommend

Pros

Cons

Great opportunity to use a great product

Likeliness to Recommend

Pros

Cons

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Jobber

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Since last award

3
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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

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement