Field Service Automation: Enhancing Efficiency through Salesforce

Field service automation has revolutionized business operations, delivering numerous benefits to organizations, from improving customer satisfaction to optimizing operational efficiency. Salesforce has kept pace with these advancements. Your Field Service Management Software is an invaluable tool with several automation capabilities for field service operations, including asset management, work orders, inventory, scheduling, and dispatch. Using this software for field service automation not only eliminates tedious, time-consuming tasks, but also facilitates decision-making based on real-time data, helps reduce costs and positively impacts the customer experience. Let’s dive right into the topic!

What is field service?

Field service encompasses operations carried out by workers outside your company’s facilities, including services, maintenance, repairs or on-site installations. These tasks usually involve trips to clients or other locations where the physical presence of workers is essential to execute the assigned tasks. The most common activities include equipment repairs, product installations, preventive maintenance, inspections, technical assistance, among others.

Nowadays, with the constant development of technology, companies that perform field service need to optimize their process. Receiving customer requests, assigning appropriate technicians, preparing the necessary tools, and locating them in the warehouse are just some of the tasks required to provide their service. In the past, these tasks were often managed with a “pencil and paper” approach. However, with the growing demand and digitalization of society, this process must be optimized. To meet this need, field service automation was developed.

What is field service automation?

As the name suggests, field service automation involves the incorporation of technology, including AI, into the management and optimization of field service operations. It is no longer one person’s responsibility to schedule and dispatch field workers, track the location and status of tasks, manage inventory and assets, and more. Instead, these tasks are handled by an automated technological system that enhances the company’s efficiency. In essence, field service automation optimizes company operations and reduces repetitive, time-consuming processes.

Salesforce Field Service Management Software

Field Service Management Software is a platform that helps efficiently manage service operations in the field. It enables you to assign field workers, optimize routes, manage inventories, and offer real-time support. Additionally, it facilitates communication between field and office staff, enhances customer experience and provides analytics for informed decision-making.

The results are clear: since field workers can quickly serve clients, 84% of decision-makers report significant returns on their investments. Likewise, of the 96% of organizations with high-performance Field Services that use this software, 90% report greater agility, 55% report higher productivity, and 53% report higher job satisfaction.

Automation Features for Field Services in Salesforce

What makes field service management technology promote operational efficiency? Artificial intelligence (AI) and automation are the pillars that drive this success. 78% of high-performing field service organizations use AI, while 83% use workflow automation, compared to 59% and 68%, respectively, of all other organizations.

Source Data:

In other words, Field Service Management Software integrates powerful automation tools that elevate mobile service to the next level. Among the main functionalities are:

Case and ticket management

Thanks to the rapid development of technology, companies providing field services have perfected their process. Handling customer requests, assigning suitable technicians, and preparing necessary tools are actions vital to ensuring quality service. While manual methods were once commonplace, the rise in demand and digitalization have made optimization essential. To meet this need, Salesforce developed Field Service Automation.

Smart routing

It is easy to understand that efficiency in field services hinges on correctly routing agents based on their skills, location, and availability. The tool we present today excels in accomplishing this while also providing necessary resources for each operation. This capability not only optimizes routes but also enhances operational efficiency.

Access to customer information

Automation, coupled with AI, enables instant transcription of voice conversations, saving time and eliminating the need for customers to repeat themselves. In fact, 90% of mobile workers believe they can deliver the same level of customer service as contact center agents, accessing the same information while in the field.

Automation of inventory and asset management

Having the necessary tools, parts, and supplies, initially in inventory and then in the hands of the agent in the field, poses significant challenges. However, these features simplify the process, reducing costs and interruptions. The latter could also impact the final customer’s perception of professionalism of the service.

Integration with mobile applications and IoT devices

Collaboration among the client, the office and the field agent, all aligned “on the same page”, becomes a reality this new Salesforce product integrated with mobile applications. Furthermore, real-time interaction with IoT devices facilitates swift resolution of interruptions.

Advanced reporting and analytics

A key success factor for Salesforce has been the exceptional quality of its reports and dashboards. When high analytical capabilities are added to this, the results can be astonishing. From forecasting the amount of the electricity bill, to diagnosing the technical status of electrical equipment or issuing critical messages – like alerts regarding low medical oxygen coverage for a patient – the possibilities are extensive.

Knowledge management

Knowledge is the most critical intangible asset of any company. When placed in the hands of field agents, it grants them easy access to standard operating procedures and solutions to common problems. Continuously enriching this knowledge serves as a guarantee for their professional training and enhances their image in front of the client.

Benefits of field service automation

Whether or not to adopt Field Service Automation in any of its editions depends on the cost-benefit ratio evaluated by each organization.

The advantages derived from its adoption include internal benefits for the company, others linked to agent management, and, of course, many for clients. The company improves its economic and operational efficiency by reducing response times and errors of all kinds. Optimizing routes and routing to agents generates a significant advantage. Agents experience greater security and support, both commercial and logistical, during their contact with clients, thus improving their experience precisely during an episode that may not be pleasant.

The automation of field services is a solution that is more than necessary in today’s business landscape. Salesforce understands this and, therefore, offers a wide range of functionalities in this area that aims to help companies improve operational efficiency and offer exceptional service to their customers. By leveraging technology, companies can transform their field service operations and stay competitive in an ever-changing market. If you want to delve deeper into this topic, you can contact the SkyPlanner team at We will be happy to collaborate with you.

Trusted by great companies.

From start-ups to Fortune 500s, we help businesses of all sizes get the most out of their Salesforce experience.

Green Building Initiative
Banco Sabadell
Norwegian Cruise Line
Larkin Community Hospital
Discovery Channel

What people are saying

Five starts

Five stars on customer satisfaction and Salesforce appexchange ratings.

"Excellent Consultants. During the training I received by the SkyPlanner team, I was lucky to better understand the powerful capabilities of They were very effective, straight-to-the-point, and with a solid knowledge of the CRM and the platform. Definitively they showed us how to streamline the business process within our company. Great group of people spreading valuable knowledge to make businesses grow. I highly recommend them."

Ramiro Allen — Chief Software Engineer @ TurboPay Limited

"Excellent partner! We have been working with SkyPlanner for almost one year now. It has been a pleasure working with their team. If it wasn't for them we would have not been able to go-live with our platform when we did. They understood our needs and were not only able to execute but guide us in our decisions. We continue using them for our on-going projects. They have a deep understanding of the overall platform. Their team is always ready, willing and able to help."

Ivan de Moya — VP Innovation Technology @ SunStreet

"SkyPlanner was professional, creative, reliable and extremely accommodating. From the onset of the project, it was clear that we had found the right partner. Our project was complex and every time we hit a roadblock, SkyPlanner was helpful in identifying and implementing a solution. Jorge Fernandez [SkyPlanner's Co-Founder & Managing Director] was our primary contact and we cannot say enough about what an asset he was in bringing our project to resolution."

Ryan Borcherds — Marketing @ Deliver Lean

"On time, on budget, great quality on every project. Whenever I get asked to recommend a partner, I do not hesitate on my reply: Go with SkyPlanner. I had the privilege to have worked with many teams over the years, none have brought to the table the enthusiasm the SkyPlanner team has. This combined with their professionalism and expertise are the reasons I ONLY recommend one partner: SkyPlanner. In every project (and we have done many) they have consistently delivered on time and on budget with significantly superior quality."

Juan Meza — Strategic Business Development Director @ Sony Electronics Inc.

"Outstanding Service! Happy to have them as our partner! SkyPlanner is by far the most experienced and reliable Salesforce partner. We almost gave up on Salesforce thanks to our previous partner, fortunately we found SkyPlanner and they came to the rescue! They took their time to understand our needs and complexity of our organization. Highly talented, professional and dedicated team. I cannot stress enough how happy we are to have them as our partner and we look forward to continue building our relationship."

Nolan Pereira — Project Manager @ BLU Products

Go to top