Field Service Lightning Implementation For Optimized Customer Service — AppShark

Avril Payne
6 min readFeb 16, 2021


Retention of customers is more cost-intensive than finding a new one; more so when most of the business revenues are obtained from service of machinery, systems, products, or say even a specialized skill. Be it something as simple as a window or door installer, an electrical appliances store, to a more complicated multinational AV firm or industrial equipment provider, revenues no longer rely just on the initial sale but on the skilled, periodic high-quality service that follows. The need for robust field service management software that helps to work on a stable customer-business relationship is therefore inevitable. Salesforce field service lightning is a forerunner on this front and the objective of the ensuing discussion is to justify why.

Let us understand this with an example:

A certain solar-panel manufacturer witnessed growth in the light of changed government policies that actively promoted the use of renewable energy sources in industries. With the kind of tax relief and other perks, the manufacturer expanded on war-footing across the length and breadth of the company. The business is service-intensive and relied on a skilled fleet of engineers and technicians, who surveyed large sites, had a team that handled emergencies at project sites, and so on. Handling the deployed infrastructure with their clients not only justified their investment in material but also guaranteed expansion projects and references in the future. The manufacturer could not afford any slip-ups in how his field service was handled and the equipment was handled on-site and hence saw the need to deploy field service management software to help manage on-the-move service operations.

Also Read:

Field Service Lightning: Optimizing work orders for maintenance plans

What is Salesforce Field Service Management and Why it should be implemented?

Field Service Lightning (FSL) is the mobile extension of Salesforce Service Cloud that helps provide a comprehensive view of workforce management by allowing you to collaborate work/service on-site in real-time, with or without an internet connection. The application allows the business to create and track work orders, appointments, resources, inventory, maintenance, actions, and more from a smart device.

In light of the ongoing pandemic, Forrester predicts the following for 2021, “…. connected-asset approach increased reliance on remote experts to address repairs without protracted downtime and expensive travel. In 2021, field service firms and industrial OEMs will rush to keep up with customer demand for more connected assets and machines.”

In the same instance mentioned above, when a customer calls for a say repair or a wiring issue in the commissioned solar panel plant, the engineer needs to show up- his location, equipment and spare parts needed, etc. ; all of which can easily be managed through Field Service Lightning. The same applies to say a custom window fitting business — implementing field service Lightning will organize any service job execution; in this case, by dispatching the installation crew after the window- hole has been cut by the respective crews and after the actual window has been delivered. With this application to check or not if the job was completed to the customer’s standards, a service report with the customer’s signature approval can also be obtained.

Businesses across all domains are under pressure to deliver after last year’s slump; competition is on the rise not to mention the costs that are mounting. Just being a static business cannot yield much and hence a dramatic shift in thinking towards smart management of assets and service is the need of the hour more than ever. With Salesforce field service lightning legacy technologies, complex tools, incompatibilities, and reluctance in servicing customers are done away with. Service teams can easily prioritize efficient asset performance with equal focus on the customer experience provided. With a full view of assets and asset status, service history, including parts and of course warranty status, field service teams can begin to make some informed choices. There is greater visibility into warranty coverage and service margins can be improved by preventing uncovered work with warranty and entitlement management.

Given the current times, the economic uncertainty underway, service teams need to showcase improved efficiencies and for this having the right systems and processes in place is no longer an option. Further, note the following-

Benefits Of Salesforce Field Service Lightning In Providing The Right Customer Service

Field Service Lightning is an enterprise-grade field service solution that allows service teams to optimally schedule the right resources for the right location, at the right time. Another typical use case other than the one highlighted above; that which would benefit most from implementing Salesforce Field Service Lightning is a cable company that provides OTT services to residences. With FSL, this business can optimally use field engineers as it provides routing capabilities, resource deployment, and job-status online or as an offline mobile app for the execution of the work. It is a comprehensive all-in-one platform for the complete management of a company’s field services and comes with the following features/benefits;

1. Managing Work orders: The creation of work orders helps in easy and effective tracking of fieldwork. With FSL these work orders can be integrated with accounts, assets, cases, contracts, entitlements, and service contracts. Be it the solar panel manufacturer or the cable services company- the appropriate creation and execution of work orders is key to a systematic mechanism of service operations.

2. Scheduling and dispatch: This feature in the application helps book service appointments through Lightning Console and it automatically assigns appointments to the right mobile resource based on location, time, and skills. Now imagine a scenario if there was an emergency at one of the factories backed by solar power; with FSL implemented the issue can quickly be addressed and the nearest field engineer can be sent to the site in no time.

3.Asset management & monitoring: The application helps identify asset parts in need of repair proactively. The Advanced Assets feature can help in tracking customer products and leverage asset hierarchy set up to track products consisting of several parts in a single view. This positively impacts the speed and quality of service given to the customer.

4.Manage and monitor via the mobile: Dispatcher Console in SFL helps manage mobile operations, check alerts for issues that require action, schedule bulk jobs with a single click, and track and monitor mobile resources all in real-time. All it takes are a few clicks.

How we can help you with your Field Service Lightning Implementation?

Today Field service can no longer be reactive. Businesses have to empower technicians, work on increasing customer engagement, and transform field service into a profit-generating division of the business. The next step is to join hands with the right Salesforce consulting and implementation partner who can help implement Salesforce Field service Lightning using standard coding and implementation practices.

About AppShark

AppShark is both a Salesforce Gold Consulting Partner and a Product Development Partner based in Dallas, Texas. Our implementation process which includes customization, set up, and configuration — has been perfected through the many years served in the Salesforce industry. We also provide software integration services including strategy, development, and management to enable a continual flow of information from the cloud, premise to premise, or from cloud to premise platforms.

Contact us for your Field Service Lightning needs or drop a mail to

Originally published at on February 16, 2021.



Avril Payne

Marketing Specialist at AppShark Software Solutions