Project Name
Zero Platform Disruption Across 18 Months: Salesforce FSL Engineering for a Field Service Technology Company
A US-based field service technology company running a proprietary Salesforce Field Service Lightning platform for national enterprise customers in the HVAC, facilities maintenance, and property management sectors needed more engineering capacity than its internal team could provide. The platform managed the complete service lifecycle for enterprise clients: inbound service requests, Work Order creation and dispatch, vendor network management, purchase order and invoice processing, CPQ-style quoting, and preventive maintenance scheduling across large multi-asset installations. Feature delivery, production bugs, platform modernisation, and biweekly release management were all competing for the same limited internal engineering capacity.
Ksolves was engaged as the primary Salesforce FSL consulting services partner, deploying an embedded team of engineers that continues to deliver platform development, production support, and codebase modernisation since mid-2023.
- Dedicated Engineering Capacity: A production Salesforce Field Service Lightning platform serving national enterprise customers required continuous engineering support across feature delivery, bug resolution, production hotfixes, and platform modernisation simultaneously, at a scale the internal team could not sustain alone.
- Legacy API Technical Debt: The platform's Apex classes, Visualforce pages, batch classes, and schedulers were running on older Salesforce API versions, creating deprecation risk and performance inefficiencies across pricing, quoting, invoice, and field service automation classes.
- Workflow Rules Blocking Modernisation: Critical business automation for invoice processing, order management, and field service status transitions ran on legacy Workflow Rules and Process Builder, blocking migration to Salesforce Flow and preventing access to newer automation capabilities.
- Biweekly Release Stability: The platform is released to production every two weeks across SIT, UAT, and Production environments, requiring a dedicated Release Manager, continuous conflict resolution, and post-deployment validation to maintain stability while delivering new features in parallel.
- Preventive Maintenance Complexity at Scale: Bulk PM Work Order generation for 50 to 200+ asset installations, Maintenance Plan restart automation for year-end processing, and Service Contract Line Item pricing required continuous Apex enhancement as enterprise customer configurations grew.
- CPQ Quoting Edge Cases and Approval Pathways: The quoting system covering Usage Requests, Sub-Quotes, Agent Review workflows, Quote Approval Processes, and Vendor Estimate flows required ongoing development to handle edge cases, production bugs, and new pricing configurations as the customer base expanded.
Ksolves provided an embedded team of Salesforce Field Service Lightning engineers across five concurrent workstreams: Service Request and Work Order lifecycle, Preventive Maintenance engine, CPQ-style quoting, vendor network and Affiliate Connect integration, and platform modernisation. The engagement ran on a biweekly sprint cadence with daily standups, a dedicated Release Manager, and two dedicated FSL QA engineers, with every sprint delivering new features, production bug fixes, and modernisation progress in parallel.
- Service Request and Work Order Lifecycle: Developed and maintained the full SR-to-WO-to-Invoice workflow covering case routing, Work Order vendor assignment and dispatch, PO lifecycle management, vendor invoice dispute and margin processing, and case debrief and closure flows. Resolved complex production issues, including PO-locked cost adjustment conflicts, null invoice margin exceptions, and vendor estimate discrepancy calculations.
- Preventive Maintenance Engine: Enhanced the PM scheduling engine for enterprise-scale installations covering year-end Maintenance Plan restart, bulk PM processing for 50+ and 200+ asset scenarios, duplicate Maintenance Plan detection, Service Contract Line Item pricing for Hourly Rate, Surcharge, and Portal Fee variants, and Min/Max notification triggers for inventory and capacity thresholds.
- CPQ Quoting and Approval Workflows: Developed the full Usage Request quoting lifecycle, including Product Add-on LWC with auto-freight and sales tax calculation, on-site NTE Request workflows, Quote-to-Agent Review approval flows, Vendor PO and PSPO management, PriceBook LWC enhancements, and delegated approver edge case resolution.
- Vendor Network and Affiliate Connect Integration: Maintained the Affiliate Connect vendor portal integration, resolving case owner transition issues, managing vendor debriefing permissions, and maintaining DNU, Customer Preferred, and Last Resort vendor batches with multi-select picklist, location-key-based deletion logic, and batch synchronisation.
- API Migration and Flow Conversion: Executed a multi-sprint programme migrating the entire Apex codebase to current Salesforce API versions across pricing, quoting, invoice, order, and quality escalation modules, while concurrently migrating legacy Invoice Workflow Rules to Salesforce Flow and deprecating obsolete Apex controllers.
- CI/CD Release Management: Managed biweekly production deployments across SIT, UAT, and Production, resolving merge conflicts, deployment errors, and post-deployment validation for every sprint, with same-day hotfix response and ongoing knowledge transfer to the onshore team.
Technology Stack
| Category | Technology |
|---|---|
| Core Platform | Salesforce Field Service Lightning |
| Automation | Preventive Maintenance Engine, Salesforce Flow |
| Quoting | CPQ-Style Usage Request Quoting |
| Integration | Affiliate Connect, AutoCAD Integration |
| DevOps | CI/CD Release Pipeline, JIRA, Git |
- 18+ Months, Zero Platform Disruption: Ksolves has delivered biweekly production releases continuously since mid-2023, shipping new features every sprint and resolving production bugs within hours across three environments simultaneously.
- Full Codebase Modernised: Multi-sprint API version migration updated every Apex class, batch scheduler, Visualforce page, and trigger across pricing, quoting, invoice, and field service modules to current standards, tested regression-free, and deployed without business disruption.
- Legacy Automation Retired: Invoice Workflow Rules have been migrated to Salesforce Flow, and obsolete Apex controllers have been deprecated, moving the Salesforce Field Service Lightning platform onto modern automation infrastructure compatible with all future platform releases.
- PM Engine at Enterprise Scale: Bulk PM Work Order generation, year-end Maintenance Plan restart automation, and Service Contract Line Item pricing enhancements has extended the PM engine to full enterprise scale, supporting 200+ asset installations reliably with all pricing variants calculating correctly.
- Same-Day Production Incident Resolution: Complex production issues, including PO-locked cost adjustments, null invoice margin exceptions, and case routing failures, were identified, fixed, validated across SIT and UAT, and deployed to production within the same business day.
- Five Workstreams in Parallel, Every Sprint: Work order management, preventive maintenance, CPQ quoting, vendor network, and platform modernisation all progressed concurrently across every sprint without engineering bottlenecks or workstream conflicts throughout the engagement.
Ksolves delivers Salesforce Field Service Lightning implementation and Salesforce consulting services for field service technology companies and ISVs that need a dedicated engineering team capable of delivering features, resolving production issues, and modernising the codebase simultaneously on a continuous release cadence.
Before this engagement, the client’s Salesforce Field Service Lightning platform was accumulating technical debt, production backlogs, and feature delivery delays because internal capacity could not cover the full scope of what a national enterprise platform requires. Across 18+ months of embedded partnership, the codebase has been modernised, the PM engine scaled to enterprise complexity, and biweekly production releases have continued without disruption.
The embedded engineering model covering dedicated team, biweekly releases, production support, and platform modernisation running in parallel is directly replicable across any field service technology company managing a complex Salesforce FSL platform that has outgrown its internal engineering capacity.
Running a Complex Salesforce Platform at Scale Can Quickly Exceed What an Internal Team Can Sustain Alone.
