The Salesforce ecosystem is booming; in recent years they have added a wealth of products and capabilities to their offering. However, amongst the noise, one product that stands out is Field Service Lightning which has become the fastest selling product in Salesforce’s history.
But the question remains – why Field Service Lightning? What sets this product out from Salesforce’s other offerings?
Firstly, what is field service lightning?
Field Service Lightning is built on the worlds #1 platform for service. It lets you connect your entire workforce products and customers on one platform to deliver exceptional onsite service. Customers can easily book their own appointments or get help from a service agent. FSL can intelligently wrap jobs to the right resource based on location, skills and business rules.
With this functionality, Field Service Lightning stands out as a product that can deliver real value to customers for three reasons:
1. Expansion of Omnichannel Gives Everyone a Total Customer View
This new functionality of the proven Service Cloud Platform moves key field service data into the Salesforce ecosystem. Customer service and field service agents gain a true 360-degree view of their customers with access to real-time data that lives in one CRM.
2. Click Functionality Meets the Power of Salesforce
Salesforce chose to build off of Click’s structure because it offers industry-leading functionality in three key areas: appointment booking, service scheduling, and workforce optimization. Using Salesforce’s UI means employees can quickly adopt the application in their daily workflows. Click has been the leader in Gartner’s Field Service Magic Quadrant for four years running.
3. Everyone Is a Customer Service Agent – Empower Accordingly
Field Service Lightning offers a level of mobile functionality that newly empowers agents in the field. Access to purchase history, service requests, interactions— all in real-time— allows agents to engage and solve problems in key moments with the customer.
It’s clear to see why Salesforce is market leaders in their space they are able to recognise a need in the market and build a product which is able to enhance businesses and help them make more informed decisions to grow and maximise their market share. It’s a very exciting time for Salesforce clients.