Project Name
Ksolves Deploys Field Service Lightning for Real-Time Dispatch and Zero Missed SLAs
A mid-to-large enterprise delivering on-site installation, repair, and maintenance services runs a distributed technician workforce across multiple regions, dispatching more than 300 work orders every week. Field operations ran on Agentforce Service (formerly Service Cloud) cases, shared spreadsheets, and phone-based dispatch, with no system connecting a customer case to the technician, parts, or schedule needed to resolve it. As job volume grew, dispatchers could no longer match technician skills, location, and availability by hand without daily scheduling conflicts and missed appointment windows.
Ksolves implemented Field Service Lightning as the connected operating layer for the entire field workforce, linking scheduling, dispatch, mobile execution, and inventory into a single workflow. SLA compliance rose from 74% to 98%, and first-time-fix rate climbed from 68% to 92%.
- Manual, Spreadsheet-Driven Scheduling: Dispatchers matched technicians to jobs by phone and shared spreadsheets, with no automated way to weigh skills, territory, availability, or travel distance, producing daily double-bookings and skill mismatches on site.
- No Real-Time Visibility Into Technician Location or Status: Once a technician left the office, dispatch had no live view of location, job progress, or delays, and every status update depended on an inbound phone call.
- No Offline-Capable Mobile Experience: Technicians carried paper job sheets and photographed forms for later data entry, since job details and checklists lived only in the office system, unusable in basements, rural sites, or anywhere with poor signal.
- Untracked Parts and Van Inventory: Parts consumption was recorded after the fact if at all, and technicians routinely arrived on-site without the required part, forcing a second visit.
- Disconnected Service Reports and Delayed Invoicing: Job completion paperwork was manually re-typed into back-office systems days after the visit, delaying invoicing and leaving no signed record accessible from the original Case.
- No SLA-Aware Prioritisation: Work orders were scheduled first-in-first-out regardless of contractual response commitments, so high-priority SLA cases routinely queued behind routine visits.
Ksolves implemented Field Service Lightning as a natively connected extension of the client's existing Agentforce Service org, not a bolt-on scheduling tool, so every Work Order traces back to its originating Case and every technician action stays visible to the service desk in real time.
- Service Territories, Resources and Skills Model: Technician skills, certifications, service territories, and shift-based hours were fully modeled, giving the scheduling engine the structured data it needs to match the right technician to the right job automatically.
- Scheduling Policies and Optimization Engine: Custom scheduling policies score candidate technicians on skill match, proximity, availability, and SLA priority, while the optimization engine runs nightly and in-day re-optimization to sequence each technician's route for minimum travel time.
- Dispatcher Console: Dispatchers now work from a single Gantt-based console with drag-and-drop assignment, live technician location, and one-click rescheduling, replacing phone-based coordination with a real-time operational view.
- Field Service Mobile App With Guided Flows: Technicians use the offline-first Field Service mobile app, guided by Flow-driven checklists for each Work Type, capturing photos, asset data, and customer signatures on-site with automatic sync once connectivity resumes.
- Inventory and Parts Management: Product Item, Product Request, and Product Transfer objects track van stock in real time, and consumption automatically decrements inventory against the Service Report the moment a technician logs a part used.
- Auto-Generated Service Reports: A branded Service Report PDF generates automatically on Work Order completion, capturing the customer's digital signature and syncing instantly back to the Case timeline.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Field Service (managed package on Agentforce Service) |
| Scheduling | Scheduling Policies and Optimization |
| Dispatch | Dispatcher Console |
| Mobile | Field Service Mobile App + Flow |
| Inventory | Product Item, Product Request and Product Transfer |
| Automation | Salesforce Flow and Platform Events |
- SLA Compliance Raised From 74% to 98%: SLA-aware scheduling policies now surface priority cases ahead of standard jobs automatically, lifting on-time arrival from 74% to 98% across 300+ weekly work orders.
- First-Time-Fix Rate Up From 68% to 92%: Skills-matched dispatch combined with real-time parts visibility raised first-time-fix rate from 68% to 92%, cutting repeat visits by more than half.
- Technician Travel Time Down 30%: Route optimization cut average daily travel time by roughly 30%, freeing capacity for 2-3 additional completed jobs per technician per day.
- Completed Jobs per Technician Up From 6.2 to 9 Daily: Automated scheduling and optimization raised average completed jobs per technician from 6.2 to 9 per day across the full field workforce.
- Service Report and Invoicing Turnaround Cut From Days to Minutes: Auto-generated, digitally signed Service Reports now sync to the Case the moment a job closes, making invoicing data available in real time with zero manual re-entry.
- Parts-Related Repeat Visits Down Over 80%: Real-time inventory visibility and mobile parts requests cut parts-related repeat visits by more than 80%.
Field operations at this organization ran on spreadsheets and phone calls, with no automated way to match technicians to jobs and no visibility into where anyone was once they left the building. Ksolves connected scheduling, dispatch, mobile execution, inventory, and invoicing into a single Field Service Lightning workflow anchored directly to the existing Agentforce Service Case model.
SLA compliance climbed from 74% to 98%, and first-time-fix rate rose from 68% to 92%, turning field service from a reactive, phone-driven process into something predictable and measurable. The field workforce now runs on the same optimization and mobile foundation Salesforce continues to extend with AI-driven scheduling and predictive maintenance capability.
Every new technician, territory, or service line the organization adds now onboards onto a system that already knows how to schedule, dispatch, and report, without adding dispatcher headcount to keep up.
Is Manual Dispatch Capping How Fast Your Field Service Team Can Grow?
