Field Service: a comprehensive platform for managing work in the field
Salesforce Field Service, previously Field Service Lightning, puts work orders, scheduling, engineer capacity, parts and mobile execution on one platform alongside the customer record. Ignyto has delivered it for Bridge Heating, TSE Power, Origin Fitness and Hawkesworth.
What the platform covers
- Work orders — the job, its history, the asset and the customer in one record.
- Dispatcher console — a calendar and map view for assigning appointments, with capacity, utilisation and absence visible.
- Scheduling optimisation — routes and appointment windows arranged to reduce travel time.
- Mobile app — offline-capable, so engineers update appointments and generate service documents on site.
- Service contracts and entitlements — maintenance visits generated automatically from contract frequency.
- Parts and inventory — van stock and consumption tracked against the job.
What changes operationally
The pattern across Ignyto Field Service engagements is consistent. Dispatch comes off spreadsheets and whiteboards onto a live schedule. Paper service reports are replaced by documents generated and signed on site. Planned maintenance stops relying on memory. And because the work order sits next to the customer record, the office can answer a status question without ringing the engineer.
TSE Power set five objectives before starting, including replacing dispatch spreadsheets with a responsive gantt and increasing engineer utilisation. Origin Fitness needed engineers signing off jobs and invoices from the road. Both are Field Service implementations, and both were scoped against those outcomes rather than a feature list.
Where it fits with Service Cloud
Service Cloud handles the case; Field Service handles the visit. Most field-based organisations need both, and the integration point between them — how a case becomes a work order, and what the customer sees in between — is where the design effort belongs.
Common questions
What is Salesforce Field Service?
Salesforce Field Service, previously Field Service Lightning, is a field service management platform built on the Salesforce platform. It covers work orders, scheduling and dispatch, engineer capacity and utilisation, a mobile app that works offline, and service contracts with automatically generated maintenance visits.
What is the difference between Field Service and Service Cloud?
Service Cloud handles cases and customer contact. Field Service handles the work that requires someone to attend — work orders, scheduling, engineer capacity, parts and mobile execution. Most field-based organisations run both.
Does the Field Service mobile app work without signal?
Yes. The mobile app works offline and syncs when connectivity returns, which matters for engineers working in plant rooms, basements and rural sites.
Can Field Service generate maintenance visits automatically?
Yes. Appointments for service and maintenance visits are created from the frequency defined on the service contract, so planned maintenance stops depending on someone remembering.
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