Salesforce Field Service - Avis

I absolutely love Salesforce! Salesforce helps my work day go by with ease! It keeps me organized and on task! Plus I love how it keeps all my co-workers and I stay on the same page, with each case!

Salesforce, sometimes when opening up a new case, can be slow. That is my only complaint. Salesforce is typically really great!

I self-implemented so the ability to quickly extend the package with flows was great

It took Salesforce awhile after acquisition to turn this into a real product, but it is rather impressive now

Platform to support our team interactively

Presentation could be better on the gantt

Field Service Lightning has a beautiful interface for my team to find and schedule our field engineers to get to our customer sites. With the use of dynamic rules on how engineers are selected and the use of the area map is very helpful and it takes away the guessing of hoping we are selecting the correct personnel.

The user experience from the field engineer side using the IPhone app our team has heard a lot of complaints on how the notification is not loud enough and where notifications are not seen. Also where when they press on the accept button it does not always talk back to the software. Our solution to this was to go with a Salesforce integration that uses SMS when dispatch is selected on a case. I do have to note a factor on why this may be happening - our engineers are not always in great cell zones given we work in hospitals and x-ray rooms.

I love that there is virtually, even if our few field techs don't have internet. They can still access their schedules, see what vans/equipment is available, and we can also refer or send them articles ("manuals" ) to help them on jobs.

We are enjoying this software. Well, really used more as a mobile app by our few field techs, as our company still is small scale. I would also make this slightly cheaper.

Salesforce is the perfect tool to use during the work that I do. I work in the unemployment in the Department of Employment Services, and I use salesforce to keep track of every call, and take notes. I love how Sales force have different levels to how serious an issue from the caller can be. It is the perfect tool to use when you have a call center job.

I feel like Salesforce doesn't have anything to improve from what I use on the site.

Fairly easy to use & able to detail all necessary information.

A little cumbersome but good because I like a platform where I can record a lot of detail.

There are a lot of different useful features for this product

Some of the features are not as user friendly as I would like

Their sales management and tracking interface helps our business easily manage all customer accounts

I wish customer support was more accessible. We have emailed and called, and their response time is always slow.

everything I need in a CRM in one place. Its no suprise they have seen so much success.

There are almost too many features. It just took a while learning them all.

We implemented this software in our scheduling and it has drastically cut down on our field teams travel times. Very helpful.

There are a lot of forms to fill out to get the software running correctly. 6 months in and we still are battling some bugs.

Sales force field service has been used for the allocation to work orders to a nationally deployed team of engineers. Allocating work orders is straight forward. Creation of the reports from the Engineer with the clients signatures is great and required to produce for customers. The system can quote for jobs too.

I have had quite a few issues with the loading of the dispatch console. The pop up appears but takes a very long time to load or crashes (connection checked and ok). Customising the system is difficult without in depth training.

It’s definitely leagues beyond paper work orders. Streamlines the process of adding parts, making notes, capturing signatures, etc.

It’s a catch-all solution in a world of very individual businesses. For some, I’m sure this software is exactly the ticket, but for a specialized service department working as a relatively small wing of a large business, this software can bring more headaches than solutions. Salesforce is great for the sales team and the account managers, but for the technicians, not so much.

I really like the Outlook plug in, it makes it so much easier to track emails to the client's profile.

It's great for big companies that can afford it. I'm not sure a small business with smaller scale would benefit considering the cost

This was a ground changing software in my small company. It made our business processes faster and more efficient.

No cons whatsoever. I am a daily user and would recommend it to everyone.

Ease to submit timesheet, all options and stage that the timesheet is in are clear and it is tough to submit a timesheet in error

The GUI could be refreshed to be a little more modern, the theme is a little outdated and is basically an eye store.

able to get to know the customer well on a different level

a lot of service errors and can be very slow