What Is Salesforce Field Service Lightning And Why It Is Important?



April 22, 2021

What Is Salesforce Field Service Lightning And Why It Is Important?

The long-time vision of Salesforce CRM to automate the sales process had a kick start as businesses started to invest in the framework. In return, organizations witnessed exponential progress in their lead conversion, customer satisfaction, and return on investment. However, the progress was designated to digital businesses where field services were merely a concept. Soon, Salesforce urged the need to reach field services that were grueling to control. That’s where the world was introduced to Salesforce Field Service Lightning. Having learned about the ‘why Field Service Lightning,’ let’s dig more into this extension and learn its importance.

What Is Salesforce Field Service Lightning?

Salesforce Field Service Lightning is a management software to enhance customer experience through field services. One of the major benefits of using Salesforce CRM is the 360-degree information analysis of customers. Now, the information is regularly traced and schemes are prepared based on the collected data. With Field Service Lightning, the pieces of information can be quickly transported to the service team working on-field. Salesforce also provides a Field Service learning map, which is a useful resource for guiding you down the path to Field Service success.

Components Of Salesforce Field Service Lightning

Components Of Salesforce Field Service Lightning

The following are the three components of Salesforce Field Service Lightning:

Core Field Service

Field Service implementation in your business can assist administrators and agents in:

  • Establishing operational hours, key competencies, and standard appointment criteria that are specific to your business.
  • Installing the Salesforce app to enable mobile access to your workforce from remote locations.
  • Tracking inventory and van stock to meet the high demands of customers.
  • Recording and analyzing Field Service data.

Field Service Managed Package

Implementation of the Field Service Managed Package can assist dispatchers in:

  • Optimizing your schedule in accordance with your company’s policies
  • Get a comprehensive view of appointment lists, various tables, scheduling operations, and an interactive map.
  • Integrating and maintaining scheduling rules, operations, tools, and optimization rules with the administration app.

Field Service Mobile App

Installation of the Field Service mobile app can assist mobile workers in:

  • Checking their appointment program
  • Keeping track of work orders, communicating with contacts, and verifying addresses.
  • Tracking work and scheduling follow-up appointments
  • Leveraging Chatter to connect with other teammates
  • Getting access to useful resources

FSL also comes with a number of add-ons that help to tie everything together. Therefore, some of the most commonly used modules in the FSL application are Service Territories, timesheets, and other modules. All of these elements work together to ensure better customer interactions.

Features Of Salesforce Field Service Lightning

Now that we’ve understood the structure of FSL, let’s move on to the features. So, the features of FSL in Salesforce are as follows:

  • The Service Team will receive the accurate time schedule as per the availability of the customer. So, they can manage their travel time and work schedule accordingly.
  • The software recognizes the ability of an individual technician and assigns the task appropriately. The aim remains to enhance customer satisfaction.
  • The electronic signature facility is provided by FSL while accepting the work request as well as acknowledging the service.
  • Up to 3000 technicians can be registered in the FSL, which will definitely increase with time.
  • Supervisors can effortlessly manage the service provided by the technicians through a map view or Gantt graph.
  • Administrators can configure and manage the work structure, service guidelines, and basic requirements through the software.

Use Cases Of Salesforce Field Service Lightning


Undoubtedly, most businesses are looking for digital transformation. However, the field services will remain relevant as they provide the practical service offered by any company. In order to understand the importance of FSL in Salesforce, we need to dive into the use cases of FSL in different sectors.

1. Financial Sector

When your customers are about to invest or make a financial decision, they require guidance from an expert. Now, there might be a plethora of people surrounding them ready to outburst a suggestion. However, an expert’s advice is always valuable. This is where you can reach out to them your Field Experts on your behalf and guide them as per the requirement.

2. Healthcare

Not every patient can quickly reach the doctors to receive proper treatment. Unfortunately, this results in fatal losses. Therefore, you can provide your services to the patients in need with FSL by your side.

3. Manufacturing And Automobile

Both purchasing and manufacturing of automobile vehicles can be easily done on a digital platform. However, you can still not enjoy the test drive online, and won’t ever be able to. This is where FSL will allow the Field Experts to provide the test drive service from your end.

4. Retail

In a retail business, customizations according to the customer’s requirements are often missed. Just imagine the level of enhancement in the conversion rate if the customer receives a personalized introduction, service, and support. Field Service Lightning will make sure it’s a reality!

5. B2B Sales

When it comes to personal appointments during a sales process, Field Technicians are often unready. The reason behind this is the lack of customer information and prior research on the requirements. FSL will distribute the customer’s information to the designated technician. So, the customer meets a solution-driven approach of the company.

6. Human Resources

The process of conducting interviews and onboarding an employee is definitely a hectic task. Moreover, there are a number of occasions when you can lose a candidate even before the interview. Field Service Lightning will automate the research and feedback process and the Human Resource Executive can enjoy a streamlined onboarding structure.


Nowadays, fieldwork necessitates a robust and revolutionary technology that fosters collaboration as well as quality. Salesforce’s Field Service Lightning has a number of customizable features for this. Therefore, it comes with huge advantages. It’s a versatile solution that can be used for AI-driven scheduling, resource optimization, knowledge articles, guided safety protocols, and more. This software enables customers, employees, and products to connect on a single platform to provide exceptional services. It also allows the customer service team to intelligently assign tasks to Field Service technicians while continuously monitoring them.


All of this, combined with the information we’ve provided in this article about Salesforce Field Service Lightning, shouts out loud that the software is important for businesses all around the world. Furthermore, if you are planning to integrate FSL into your business and looking for a Salesforce Development Company near you, Ksolves is merely a call away! Our Salesforce Certified Field Service Lightning Consultants are capable of quickly and easily deploying Field Service Lightning and Salesforce Service Cloud to an organization.


Frequently Asked Questions

Is the terminology for Salesforce Field Service & Salesforce Field Service Lightning the same?

Yes, Field Service Lightning was previously recognized as Field Service. Salesforce has changed the terminology, but the functionality and tools are the same. Salesforce Field Service offers you the tools you need to schedule, structure, and manage your remote workforce. Overall, this field service hub is robust, highly customizable, and mobile-friendly.

What is a Field Service Mobile App, and how does it work?

For mobile workers, the Field Service app has become a necessary asset. This enterprise-class mobile experience makes use of Salesforce in a lightweight design that’s perfect for today’s mobile workers. The app is highly configurable, allowing you to make it fit your specific field service requirements. Also, the Field Service Mobile app comes with a plethora of features and capabilities. Chatter is one of the app’s most prominent features. Chatter is a communication tool useful in communicating with coordinators, partners, and customers. In addition, the Field Service mobile app also works offline, allowing mobile personnel to complete tasks even when there is a network connectivity issue.

What is Schedule Optimization in Salesforce Field Service?

Schedule optimization is a technique in Salesforce Field Service for fine-tuning the operations of any business. Also, creating an effective field service schedule manually can have a big impact on a company’s bottom line. Based on your priorities and constraints, you can create an optimal schedule in Salesforce Field Service. This could be the schedule for an entire service territory or a single resource. As a result, there are three approaches to scheduling a team: global optimization, day-to-day optimization, and resource optimization.

What are Salesforce Field Service’s three major components?

Field Service comprises three major components that work in tandem to provide you with a comprehensive field service management solution. So, the three components of Salesforce Field Service are

  1. Core Field Service
  2. Field Service Managed Package
  3. Field Service Mobile App
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Vaishali Bhatt

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