Salesforce FSM/FSL Frequently Asked Questions
Read the top 20 frequently asked questions for Salesforce Field Service Lightning
Can my agents record labor hours and travel time using Salesforce FSL?
Yes! The ability to report on labor hours and travel time is one of FSL’s many useful features. Salesforce uses maps and has geolocation tracking are built into the system. Agents can enter the amount of time spent on a work order, or work order line item, and include additional comments. Timesheets need some basic configuration beyond the out of the box functionality to achieve this. However, it’s as simple as creating a few formula fields to get you the totals you need.
Can we use Salesforce FSL in the field where there is no internet access?
Yes! The mobile app connects field crews with your in-office service teams, even when they don’t have internet connectivity. Through the app, field crews can access all work order details and supporting technical resources. The app’s offline capability allows crew members to continue using the platform without Wi-Fi or cell service. All changes are saved once a connection is re-established.
Can our field service agents attach Images from the mobile device using the Salesforce FSL software?
Yes! The ability to take pictures and attached them directly to the account in Salesforce is standard functionality for Field Service Lightning.
Can Field Service agents attach the details of the work order?
Yes! Work orders are a central object of Salesforce Field Service Lightning. When creating a work order, agents even have the option of choosing a prebuilt template. The templates will automatically populate information like required skills and even parts, though that takes a bit of configuration.
Work Order line items will specify each task to be performed on a job and individual line items can be assigned to different crew members. After the work order tasks have been completed the results can be saved directly to Salesforce.
Does the Salesforce Field Service scheduler account for local traffic?
Yes! We can integrate Google Maps to show dispatch and the agent real-time traffic conditions keeping routes as efficient as possible. This not only helps maximize your service agents time in the field but also reduces costs associated with gas and wear and tear on vehicles.