What Is The Missing Piece In The Salesforce Field Service Puzzle?

Managing field service operations in today’s world is challenging. Talent shortages and increasing equipment complexity are placing new pressures on organizations, while customer expectations grow more demanding.

Many companies have turned to Salesforce Field Service to help manage operations, increase productivity and improve customer experience. While there is no doubt that Salesforce Field Service is a capable solution for the job, it is not equipped for delivering the relevant servicing documentation, parts information or visual support technology that technicians need when they are working in a mobile environment. This can be problematic considering onsite is often when they are in most need of this information.

As a manager and Salesforce Field Service user recently lamented to me, “There are so many different places within my organization to find information. It can be challenging because of the number of sources the field service techs have to go look at or be familiar with to find the information they need to do their jobs.”

This is a common sentiment that many field service managers and technicians have echoed recently. A 2021 survey from the Service Council, over 90% of field service technicians said that more knowledge than ever is required to do their jobs. This is why it is so important that service technicians and customer support staff have the right tools at their disposal.