Deliver customer-centric Field Service with Agentforce.

Harness the power of Agentforce to empower your teams to do their best work. Leverage customer, asset and company data to deliver proactive service, drive revenue, and increase CSAT. Maximise impact & efficiency in the field with AI-powered guidance.

Here's what sets Field Service apart.

31 %
increase in first-time-fix rate
32 %
increase in mobile worker productivity
26 %
decrease in truck rolls, helping reduce carbon emissions
27 %
decrease in new employee ramp-up time

Drive efficiency with Agentforce.

Accelerate service delivery, enhance customer satisfaction, and boost overall efficiency by giving your mobile workers vital customer data, asset history, and service records prior to each job. With summarised insights that include equipment maintenance and past customer interactions, Pre-work Briefs help mobile workers prioritise onsite tasks and grasp the broader context for meeting contract terms.

Field challenges can be daunting when you're on your own. That's why our Field Service mobile app gives contractors and employee the power to search both internal and external knowledge bases instantly. Powered by AI summarisation, users get the precise information necessary to improve first-time fix rates — boosting confidence and credibility in real-time.

Field Service showing tips for how to perform a service order.

Take on-site knowledge search to the next level with multi-modal support and help everyone operate as your most seasoned technician. By combining the power of AI with image capture and recognition, technicians can photograph their issue — such as error codes or asset model numbers — with the Field Service mobile app, and Agentforce will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Agentforce to generate accurate responses even when the device is offline.

Agentforce providing detailed technical support for a Field Service technician.

Say goodbye to time-consuming and error-prone service reports at the end of each job. Our intelligent summary generation feature ensures accurate and comprehensive reports while also reducing visit duration. Boost customer satisfaction significantly with Service Reports enriched with real-time customer and asset data, updates from mobile workers, and job images.

Field Service intelligence creating and editing a summary service report.
Field Service showing tips for how to perform a service order.
Agentforce providing detailed technical support for a Field Service technician.
Field Service intelligence creating and editing a summary service report.

Boost mobile worker productivity.

Our Field Service mobile app — available on Android and iOS — is the ultimate all-in-one tool tailored for the demands of today's mobile workforce. Designed as an offline-first application, it enables your front line to work and seamlessly save changes even without Wi-Fi. Plus, the app offers extensive customisation options, so it aligns perfectly with your unique business requirements.

Empower your mobile app users with offline-capable experiences through Lightning Web Components (LWCs). Use standard components to build a tailored interface that aligns perfectly with your company's requirements. Unleash your creativity by designing custom components that boost productivity and bring your innovative ideas to life for your workforce.

A customizable mobile app dashboard for a company

Empower your mobile workforce with seamless connectivity and timely assistance whenever they need it. Swiftly mobilize for service appointments and tap into the expertise of colleagues throughout your organisation. Our user-friendly interface ensures intuitive and accessible collaboration — keeping your team connected and responsive.

A window of a slack swarm with experts regarding a customer case

Make data collection a task that your mobile workers get excited about by empowering them with dynamic and intelligent forms natively built in the Field Service mobile app. With a low-code builder experience, your business users and admins can quickly create tailored forms — that work even when offline — to capture critical data out in the field. Revolutionise how your business collects and utilises information to drive action when your data is grounded in and connected to Salesforce data.

Automatic data capture of customer information quickly and easily.
A customizable mobile app dashboard for a company
A window of a slack swarm with experts regarding a customer case
Automatic data capture of customer information quickly and easily.

Optimise scheduling and dispatch.

Boost your dispatchers' productivity with our Dispatch Console. Easily create and update resource absences directly in the console. Efficiently organise candidates by availability and skill to identify the ideal candidates for each appointment. Experience an enhanced user interface that maximises the potential of your Gantt chart for improved scheduling efficiency.

Your dispatchers face many challenges throughout the day — from ensuring contractual SLAs are met to handling in-day conflicts like absences and vehicle breakdowns. That's why we've built an AI assistant directly in their flow of work to help streamline scheduling and exception handling. Dispatchers can now use natural conversation to quickly find appointments that need attention and present them in the Gantt to take action faster from a single screen.

Agentforce providing a schedule summary in the Field Service Console.

Elevate your field service operations with our best-in-class scheduling and optimisation engine. Built on the Hyperforce platform, Enhanced scheduling and optimisation automates scheduling while aligning with priorities and constraints. It ensures efficient resource allocation, minimises travel time, and complies with service-level agreements.

A window showing the order a field team's tasks must be completed

Use real-time data to quickly assess the impact of global or in-day optimisation on travel time and resource utilisation. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.

A graph displaying that worker productivity is up 20% in Q1
Agentforce providing a schedule summary in the Field Service Console.
A window showing the order a field team's tasks must be completed
A graph displaying that worker productivity is up 20% in Q1

Intelligently manage work and assets.

Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime

Shift from reactive to proactive service by predicting upcoming service needs for an asset with AI and Data Cloud. Our out-of-the-box AI training model can identify common issues based on current asset data and service history of similar assets, and predict the time of — and reason for — an asset failure. With this insight, companies can ensure asset uptime, increase customer satisfaction, and drive higher service margins by addressing potential issues in advance and consolidating tech activities to one visit.

Asset Service Prediction delivering proactice service needs in the Field Service UI.

Simplify the entire work order management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.

 A chart displaying the order of a mobile worker's tasks
Asset Service Prediction delivering proactice service needs in the Field Service UI.
 A chart displaying the order of a mobile worker's tasks

Take action on key insights.

Salesforce Field Service

Make faster, smarter decisions to improve field service operations with the right information at your fingertips. Data Cloud makes it easy to integrate data from any system and unlock new insights. Use pre-built analytics dashboards to monitor performance, analyse trends, and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilisation, asset availability, and much more.

A Field Service Intelligence chart showing asssets and unscheduled downtime by product.

Quickly assess the impact of global or in-day optimisation on travel time and resource utilisation using real-time data. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.

A graph displaying that worker productivity is up 20% in Q1.

Respond to urgent work, emergencies, and more by controlling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various workstreams, making it easy to manage and optimise your workforce based on factors like location, work type, and timeframe.

A window displaying dispatchers' schedules and travel paths.

Transform back-office operations when your team can closely monitor and track critical business metrics in a unified view. Empower them to dig deeper and quickly address urgent issues with out-of-the-box analytics and real-time insights, powered by Data Cloud. Ensure the most relevant and personlized KPIs for each user with custom settings.

Field Service Operations Home displaying important notifications at a glance.
A Field Service Intelligence chart showing asssets and unscheduled downtime by product.
A graph displaying that worker productivity is up 20% in Q1.
A window displaying dispatchers' schedules and travel paths.
Field Service Operations Home displaying important notifications at a glance.

Provide seamless customer experiences.

Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritise immediate solutions without on-site visits, Visual Remote Assistant connects them to experts on demand who can guide them through each step of the resolution on-screen — ensuring customer satisfaction while reducing truck rolls.

Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates, and stay informed about their onsite visits — creating an experience that's more convenient and extremely efficient.

A window showing a customer's appointment details and options including arrival time and ability to reschedule
A window showing a customer's appointment details and options including arrival time and ability to reschedule

Discover the best of Salesforce for Field Service.

Einstein 1 Field Service Edition brings AI, data, and trust to Field Service and enables your organisation to get the most value from your field service products.

Einstein 1 Field Service

Combine the power of Field Service Plus with trusted AI & data.

$ 600
user / month
USD (billed annually)
  • Appointment Assistant and Visual Remote Assistant
  • Digital Channels, Feedback Management, and Slack
  • Generative AI, Analytics, and Data Cloud

Get the most out of field service with thousands of partner apps and experts.

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Maximise ROI with the #1 success ecosystem.

From support, expert guidance, and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.

Join the Serviceblazer Community.

Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

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Field service management FAQ

Field service gets the right workers to the right place at the right time with the correct set of tools and data to perform a series of steps and tasks onsite.

Field service management drives efficient operations and improves the productivity of front-line teams delivering service onsite at homes and businesses. With CRM, data, and AI, organisations can streamline processes, improve communications, and create customer loyalty.

Field service has solutions designed to support any and all field service roles: dispatchers, technicians, and contractors. Pricing provides organisations return on investment with productivity gains for workers and improved operational efficiency.

Dispatch management is the process of overseeing the scheduling, planning, and tracking of resources to ensure timely, efficient, and effective field service for a range of functions. These include repairs, installations, maintenance, emergency response, home healthcare, insurance claim assessments, deliveries, and much more.