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Field Service Lightning: What’s New in 2018?

If you’re involved in the field service industry, one thing’s for sure: you know just how much can go wrong. Ideally, you’d like to receive a task, send out one of your workers, and receive a glowing customer review…all in the blink of an eye. But let’s be honest. How often does the process run this smoothly from start to finish?


If you’re like most companies in this demanding sector, you’re looking for a customer-centric solution that enhances productivity, satisfaction, and revenue across the board. While this was a near-unattainable dream for many years, Salesforce’s Field Service Lightning, which integrates perfectly with Service Cloud, has revolutionised the industry, drastically improving both employees’ and customers’ experiences.


Sounds pretty great, right? Well, it gets better: this ground-breaking technology has recently undergone an update, which has further improved its potential to streamline your business and improve customer satisfaction. Curious? Here’s a list of new features that we think you’ll love.


Crew Scheduling

Got a job request that requires several workers? With Field Service Lightning’s crew scheduling feature, assigning a group of employees to a job is as easy as 1, 2, 3. What’s more, it’s now possible for dispatchers to allocate employees to a job based on their particular skills and past experience. This ensures that only qualified workers carry out the job, thus increasing success rates and customer satisfaction.


Appointment Management

If you’ve put customers on hold and have then had to deal with their displeasure, you’ll understand the value of the Service Cloud’s appointment management system. With Field Service Lightning, customers have the power to schedule an appointment in a few simple clicks. This is made possible by the tool’s innovative snap-ins, which enable you to create and upload an embedded scheduling interface to your site. The result? Both you and your customers save time and minimise frustration. Two birds, one stone.


Guided Set-Up

Ease of use is one of the cornerstones of Salesforce, as this feature brilliantly demonstrates. The objective of Guided Set-Up is straightforward: to help admins get a quick and simple overview of Field Service Lightning. Instead of having to slug your way through a dense how-to guide, this visual tool accompanies you as you adjust to the update. From configuring job types to understanding the appointment booking system, it’ll only take you a few minutes to make your way around, and will also allow you to teach your team in a flash.


Return Orders

This handy feature facilitates returns for field technicians and customers alike. By enabling customers to submit a return request and field technicians to generate return orders directly on the site, miscommunications and delays are avoided, and plenty of time is saved. Simple and speedy all in one.


Happy customers, happy staff, happy days! If you’d like to find out more about how integrating Field Service Lightning can facilitate your livelihood, don’t hesitate to get in touch with us – our team of field service specialists is at the ready.