Turn your Service Agents mobile with Field Service Lightning

Have you ever dreamt of having a completely automated tool to manage your mobile workforce? You might not know it yet, but your dreams are about to come true with Field Service Lightning. Whether you are working as a technician or coordinating field operations, completing service appointments, and closing out work orders for your customers, you will find a very helpful tool to run a field service business.

What can Field Service offer you?

Here are some of the things Field Service has to offer you:

• Manage all of your field workers, dispatchers, agents, and other players involved, by having access to their skills, locations, and availability;
• Inventory tracking, so you make sure your field agents have what they need while at a customer’s site;
• It brings together information about your customers, employees’ preferences, and maintenance plans while standardizing the tasks needed to complete the field service work, ranging from installations to repairs;
• Service appointments planning, making sure the right resources with the correct skills will be available together at the appropriate time and place.

If you are already excited about this tool with these sneak peeks, you will be over the moon when you find out that Field Service comes with a completely customized Mobile App! And you know we are already into the mobile-first world!

In this article, you can read information about the following topics:

1. Field Service Mobile App
2. Main features
3. Offline mode – highlights
4. How to install & access

Field Service Mobile App

The Field Service Mobile App, available on Android and iOS devices, is specially useful for people working directly in the field.

Using Field Service saves your employees time that can be used on other important tasks. As all data syncs automatically, human errors are reduced, and no information is lost.

Having access to a mobile application means your employees will no longer need their laptops for support. Now, without worrying if all the data was uploaded correctly or forgotten, they can manage their next/current day appointments and the following steps to execute in a specific customer’s site, at a fingertip, on the go. No more information will be lost on the way, allowing you to establish a more satisfying and long-term relationship with your clients.

And oh, wow, it works offline! Your mobile workers do not even have to wait for connectivity to come back. If you are already using Salesforce as your CRM system, (and if you don’t, you should definitely check why your business needs Salesforce), you probably installed the Salesforce app on your mobile and are now wondering whether you need to install this specific one as well. Despite the fact you have already been able to access some service records there, the Field Service Lightning app expands the offer of mobile functionalities at your disposal, namely, keeping all the changes in the system even when there’s no Wi-Fi connection. Pretty awesome, right?

Main Features

The Field Service Lightning app allows your mobile workers to perform an immense list of tasks, such as:

• Keeping track and manage their appointment schedule, work orders, verify customer addresses, and so on;
• Logging working hours on their timesheets and manage absences to indicate whether they will be available to work;
• Tracking the updates they want with push notifications;
• Creating product requests and manage their vehicle inventory up to date;
• Finding nearby jobs, so they can save time and optimize their schedule by going to the sites on the same location.

And so much more! The app is customizable. You can configure your brand visual elements, choose the information you want to display on the records, or customize push notifications. Now you can be sure to never miss any relevant event or update! It’s also possible to build a community where your customers will be able to track service resources or request schedule updates.

Offline mode – highlights

Be aware not to finish your day without syncing all the data first, while online. By doing so, you will have all the information available on mobile, even when the connectivity is lost. For that, simply login to the app and all data will be downloaded.

When there’s an Internet connection, syncing occurs regularly. When users go offline, any change made goes to a pending queue, which is available to consult in the app settings. Users can also check the uploads’ status and delete any pending as necessary.

Once the connection returns, changes will be sent to Salesforce, following its order of precedence. The last change made, will be the first one to go in!

How to Install & Access

Simply find ‘Field Service’ on App Store or Google Play. After the app downloads, you must accept device permission requests, such as access to your camera or location. Also, your login method will depend on how your Salesforce org is configured. Nevertheless, if you find a prompt saying “FieldServiceApp Wants to Use salesforce.com to Sign in”, accept it to log in to the app.

Moreover, you will need to install the Connected App. This application will provide push notifications, geolocation services, and other Field Service Lightning mobile features. Open a new incognito/private browser window and download the connected app for Field Service.

For users to access the app, remember that a Field Service Mobile license is required.

To get more exciting details about Field Service Lightning Mobile App, just get in touch with your Salesforce partner. I am sure they will be more than happy to walk you through this whole new world.

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