About Field Service Lightning

Field Service Lightning is an add-on solution to the SalesForce Service Cloud that helps dispatchers and mobile employees schedule appointments, manage inventory, and optimize resource utilization. It allows staff members to create work orders and integrate them with accounts, contacts, assets and other data across the Service Cloud. 

Field Service Lightning comes with geolocation and navigation capabilities, which enables on-field employees to find optimum routes and maintain records for all service history locations. The Einstein AI module lets supervisors use image recognition technology to identify assets and equipment parts and prescribe a course of action to technicians remotely. Additionally, managers can utilize the analytics functionality to gai...


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Supported Operating System(s):

Web browser (OS agnostic)

16 Reviews of Field Service Lightning

Average User Ratings

Overall

4.19 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(8)

8

4 stars

(5)

5

3 stars

(2)

2

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 16 results

December 2019

Alexis from Spot Hero

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Telecommunications

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

Salesforce is Winning!

Field Service Lighting is by far a great product! It keeps all my files separate and organized! I love it!

Pros

I absolutely love Salesforce! Salesforce helps my work day go by with ease! It keeps me organized and on task! Plus I love how it keeps all my co-workers and I stay on the same page, with each case!

Cons

Salesforce, sometimes when opening up a new case, can be slow. That is my only complaint. Salesforce is typically really great!

July 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2019

Great Field Service Product with a lot of depth

We have a large field presence and FSL is vital to our business in scheduling and collecting info from the field

Pros

I self-implemented so the ability to quickly extend the package with flows was great

Cons

It took Salesforce awhile after acquisition to turn this into a real product, but it is rather impressive now

Reasons for Switching to Field Service Lightning

Native Salesforce and access to standard objects

September 2020

Jerry from Hukill's Inc

Company Size: 51-200 employees

Industry: Construction

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

September 2020

BEWARE, This is not a stand alone product, it was developed to enhance Salesforce

IT DOESN'T WORK . After countless meetings with Salesforce and the implementation team, they have admitted that it does not work as we were promised it would. But, they have an iron clad contract that does state that it doesn't matter if it works or not, you must pay. We have now been sent to collections. Their best offer for resolving the problem, was to offer us "Premier Service", which means someone will call you back with in an hour. Since regular service means they never call back, it might be worth something, but not for a program that doesn't work

Pros

The sales and marketing team promised that this software would solve all of our issues and problems.

Cons

We were told that it would take 3 months to build our instance. It has been over 18 months and we continue to pay for a non-functioning product. It is so complicated, the interface programmers have never been able to create and dispatch a work order using this product.

Reasons for Choosing Field Service Lightning

Excellent false advertising by sales executives who are not held accountable for any false promises they make, regardless of the supporting documentation.

Reasons for Switching to Field Service Lightning

We were looking for more customization and reporting

June 2020

Scott from FujiFilm Medical Systems

Company Size: 501-1,000 employees

Industry: Hospital & Health Care

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

June 2020

Excellent interface and ease of use

Pros

Field Service Lightning has a beautiful interface for my team to find and schedule our field engineers to get to our customer sites. With the use of dynamic rules on how engineers are selected and the use of the area map is very helpful and it takes away the guessing of hoping we are selecting the correct personnel.

Cons

The user experience from the field engineer side using the IPhone app our team has heard a lot of complaints on how the notification is not loud enough and where notifications are not seen. Also where when they press on the accept button it does not always talk back to the software. Our solution to this was to go with a Salesforce integration that uses SMS when dispatch is selected on a case. I do have to note a factor on why this may be happening - our engineers are not always in great cell zones given we work in hospitals and x-ray rooms.

August 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

August 2019

Must have for field techs- no downtime

I feel that it has helped us fix customer's issues more efficiently when we can connect with our field techs quickly, and inform them of any last minute scheduling changes via the app.

Pros

I love that there is virtually, even if our few field techs don't have internet. They can still access their schedules, see what vans/equipment is available, and we can also refer or send them articles ("manuals" ) to help them on jobs.

Cons

We are enjoying this software. Well, really used more as a mobile app by our few field techs, as our company still is small scale. I would also make this slightly cheaper.

Reasons for Choosing Field Service Lightning

We tried this along with Salesforce for our Service Desk, and have not yet tried another since this is working quite well for us currently. We are in the process of "sandbox testing" another with a lower price point, but unsure if we are ready to implement any changes .