What is Salesforce Field Service, and how do you get more from your engineers?

Salesforce Field Service manages work orders, scheduling, dispatch, engineer mobile workflows, assets and inventory. Done properly it raises jobs per engineer per day without adding vans — which is the only measure that matters in field operations.

What the platform does

• Work order types and SLA entitlements matched to the contracts you have signed.
• Scheduling policies and work rules that respect skills, certifications, travel time and capacity.
• A dispatcher console with drag-and-drop assignment, capacity, utilisation and absence in one view.
• A mobile app that works offline, with guided flows, parts used, readings and signature capture.
• Asset hierarchies, service history and van stock, so the second visit is not caused by the wrong part.
• Automated certificate and service-report generation from the job record.

Four ways to optimise

Let the policy schedule, not a person. Skills, certifications and street-level routing in the scheduling policy will beat a whiteboard every time, and it makes emergency insertion safe rather than disruptive.

Automate recurring maintenance. Service visits should be created from the frequency on the service contract, as Ignyto built for Origin Fitness, rather than depending on somebody remembering.

Remove paperwork from the van. Certificates and reports generated at completion — Bridge Heating’s gas safety and smoke alarm documentation works this way — get invoicing moving days earlier.

Give customers a portal. Job status self-served through Experience Cloud removes the calls that only ever asked “where is my engineer”.

What to measure

• Jobs per engineer per day.
• First-time fix rate.
• Travel time as a proportion of the working day.
• Hours spent on paperwork after the last job.
• SLA breach count by contract.

Ignyto records these before the build so the change can be evidenced afterwards rather than argued about.

Common questions