A mobile field service view of PV system inspection portal.

Field Service for Utilities

Get complete visibility into service operations and assets on the leading field service software for utilities and energy companies. From meter installations to asset maintenance to vegetation management, empower today's mobile-enabled workforce with data, AI and CRM for excellent customer service.

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Field Service and asset management for today's utility.

With more critical infrastructure and extreme weather to manage, utilities need to stay close to customers as they ensure reliable service. Agents, dispatchers, and mobile employees can now share a complete view of customer profiles, cases, and assets to provide safe, timely, and holistic field service.

Drive efficiency with trusted AI.

Salesforce Field Service for Energy and Utilities

Prework Brief: 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. Give them access to summarized insights that include equipment maintenance and past customer interactions, prework briefs help mobile workers prioritize onsite tasks and grasp the broader context for meeting contract terms.
Onsite Knowledge Search: Field challenges can be daunting when you're on your own. That's why our Field Service mobile app gives contractors and employees the power to search both internal and external knowledge bases instantly. Powered by AI summarization, users get the precise information necessary to improve first-time fix rates — boosting confidence and credibility in real time.
Post-Work Summary: 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 reporting while 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.

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Boost mobile worker productivity.

Salesforce Field Service for Energy & Utilities

Field Service Mobile App: Our field service mobile app — available on Android and iOS — is the ultimate all-in-one tool built to meet 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 customization options, so it aligns perfectly with your unique business requirements.
Mobile App Extensibility: 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.
Slack for Field Service
Empower your mobile workforce with seamless connectivity and timely assistance whenever they need it. Quickly mobilize for service appointments and tap into the expertise of colleagues throughout your organization. Our user-friendly interface ensures intuitive and accessible collaboration — keeping your team connected and responsive.

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Optimize scheduling and dispatch.

Salesforce Field Service for Energy and Utilities

Dispatch Management: Boost your dispatchers' productivity with our dispatcher console. Easily create and update resource absences directly in the console. Efficiently organize candidates by availability and skill to identify the ideal candidates for each appointment. Experience an enhanced user interface that maximizes the potential of your Gantt chart for improved scheduling efficiency.
Scheduling and Optimization: Elevate your field service operations with our best-in-class scheduling and optimization engine. Built on the Hyperforce platform, its enhanced scheduling and optimization automate scheduling while aligning with priorities and constraints. Thus ensuring efficient resource allocation, minimizing travel time, and complying with service-level agreements.
Forecasting and Planning: Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. When refining your scheduling policy, get an instant view of optimization results and KPI changes.

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Intelligently manage work and assets.

Salesforce Field Service for Energy and Utilities

Asset Service Management: 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, schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime.
Work Order Management: 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 digitizing the entire work order lifecycle.
Preconfigured Flows for Energy and Utility Companies: Use case-specific workflows and mobile flow templates focused on utility short cycle work to enable technicians and field service personnel to operate more effectively (and safely), with pre-populated asset details and simple clear steps for common electric and gas utility field use cases.

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Complete your energy solution with products from across the Customer 360.

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Build the perfect utility field service solution with our help.

Get in touch today and our experts will guide you through the process, step by step:

Choose the right Salesforce for Energy & Utilities edition
Add products/features needed, if not already included
Customize the final result with apps, services, support

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We can now provide field workers and contact centre agents with access to quick view maps, which helps us react faster to localised issues and trends.

Simon Chadwick

Water, Wastewater & Digital Services Director, United Utilities

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