Field Service (formerly known as Field Service Lightning) is an extension of Service Cloud and provides a comprehensive view of field workforce management. The product gives agents, dispatchers, and mobile employees the tools they need to offer effective customer service anytime and anywhere.
Dispatchers and supervisors have a bird’s-eye view of all team members and transport, scheduled appointments, and delivery routes.
Field workers can update work orders, track parts, access a knowledge base, gather customer signatures, and connect with dispatchers from mobile apps that support offline mode.
The scheduling optimizer feature determines the most efficient way to allocate resources to orders by taking into account worker skill level, travel time, location, and other important factors.