Salesforce Service Cloud

Field Service Lightning

4 / 5 39 reviews

Who Uses This Software?

Businesses in need of service-as-a-software solution for field services.


Average Ratings

39 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $75.00/month
  • Pricing Details
    Billed Annually
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Salesforce Service Cloud
  • www.salesforce.com/
  • Founded 1999
  • United States

About Field Service Lightning

Monitor performance in real time. Salesforce's real-time reporting and analytics let you tap into business data from multiple systems to know more about your customer. Drill down into data on the fly from any device. And gain visibility into agent, dispatcher, technician, and partner performance from a single platform.


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Field Service Lightning Features

  • Billing & Invoicing
  • Call Center Management
  • Contract Management
  • Customer Database
  • Dispatch Management
  • Electronic Signature
  • Inventory Control
  • Job Management
  • Mobile Access
  • Quotes / Estimates
  • Routing
  • Scheduling
  • Service History Tracking
  • Technician Management
  • Work Order Management

Field Service Lightning Reviews

Different look, same Salesforce

Dec 16, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Easy to setup, fast way to manage cases, email-to-case & omnichannel.

Cons: ServiceCloud seems to just be a skin (a different way of viewing cases) I find myself switching back to Salesforce Classic often to make admin changes or view objects/apps that are not yet supported.

Overall: We recently implemented ServiceCloud for our organization mainly for handling support cases and implementations. ServiceCloud does come with some added features, however, it is essentially a skin for Salesforce I have. To be honest, it does get confusing and sometimes annoying having to switch from Salesforce Classic to the Service Console. It would be nice if there was a setting to make everything open within the Service Console view.

Overall it seems like a half-finished product. There are some objects/features that are not optimized for the Service Console or lightning view yet. We have tweaked it enough to meet our needs and I am excited to see where it goes.

Recommendations to other buyers: You most likely do not need consultants to implement ServiceCloud if you already have a Salesforce org. It is really simple to setup.. mostly configuration that can be done by an admin.

Another good feature of Salesforce

Dec 13, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Good functionality

Overall: It is Transforming company's service and it functions with Service Cloud. Deliver connected service wherever our customers are. Give our agents the power to review customer from the easy-to-use Lightning Console, so they can close cases faster and keep every customer happy.

Salesforce continues to improve Service Cloud

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Cons: Can be a little pricy but you get what you pay for, and the customisation is limitless

Overall: Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

Service Cloud Lightning Experience

Dec 05, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Great Experience. Yet need improvements. We need to build components currently for basic features in classic layout. Yet it is simple.

Service Cloud Lightning

Oct 24, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Since Lightning is still pretty new to the market, I gave the Features & Functionality a 4 out of 5. Only because there are still pieces of functionality that need to be updated to Lightning to make for an overall excellent experience in Salesforce. Other than that, works like a dream.

Get out what you put in

Apr 13, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: My company recently went live with a Salesforce implementation to improve our net new prospecting efforts, and our customer mining capabilities and analysis. The software is very comprehensive and easy to use, adoption was not the main struggle. What we found was that viewing our collective customer information in a centralized hub like Salesforce revealed exactly how much information we were missing from our customer base. We now have the right platform to organize and maintain the crucial account data that makes our sales people successful. The moral of this story is sometimes it takes a new perspective to instigate necessary change. Salesforce has given us that perspective. We now have the happy problem of entering much more data on our customers than we ever have before, and this will lead to great things for our sales team.