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How does Field Service Lightning work?

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Field Service Lightning (FSL) – also known as Salesforce Filed Service Lightning – is one of the powerful CRM features that can help companies, field service managers, and technicians to ensure better service at the field level. It provides many advanced features to ensure the best field service by your mobile team.

Let’s know how field service lightning work to ensure better results and increased efficiency.

How does field service lightning work?

FSL has countless useful features. But other than the features, there are a few more essential parts that you need to know about.

Considering that, let’s see what you need to do to utilize the features.

Assembling your team—Roles for a successful an FSL program

To make the FSL work, you will need a team at first. Next, you need to assign them specific roles to use the features. You will see now, why forming a team is also a part of how FSI works.

Let’s look at the four roles to utilize the FSL features.


You’ll need an admin who can configure the FSL application to meet your organization’s key business requirements. The person needs to handle day-to-day administrative tasks like—onboarding new users and adding new inventory records.

These administrators should also be the first point of contact for users (all team members) who have problems with FSL.

Agents (Service representatives)

Next, you’ll need a team of agents who can take incoming field service requests and create work orders by interacting with customers over the phone, email, or other.


You will also need dispatchers to set up service appointments. There will be a console for the dispatchers.

And the FSL dispatcher console allows users to view all appointments in a Gantt chart or map mode, as well as perform advanced scheduling.

Field service technicians

Finally, field service technicians proceed to visit customers on their premises. These users will use the FSL mobile app to review and record pertinent customer and job information.

Also, they will receive notifications when dispatchers schedule new appointments or make any changes.

Creating your FSI program

The next step is to create a successful program after building your team. And there are three main components to the FSL application that all teams must recognize.

  1. The core features of Field Service Lightning
  2. Scheduling and optimization for a managed package (Advance scheduling)
  3. A Salesforce Field Service Lightning mobile app for Android and iOS devices

What are the three components?

The core features will only be available for configuration in Setup after you enable Field Service in Salesforce. Then you add a managed package and a mobile app based on your requirements.

You must now have the ‘Field Service Standard’ user permission to access standard field service features. The majority of user licenses already include this permission.

Remember the Dispatchers? There is a dispatcher console available. You can use the mobile app or participate in scheduling optimization to view the dispatcher console. However, you will need permission.

How your team works with the three components

After an agent takes an order for a service, the dispatchers will try to recruit a field service technician. To do that, the dispatchers will geocode. It will allow them to know the progression of a particular worker.

Also, they can check which worker is the most suitable for a specific field task. After that, this data will be combined with the managed package to recruit suitable employees.

This way, the dispatcher console will ensure that the right technician is on the job at the right time. Anyway, the worker will get a link in Field Service for the managed package to check essential details for the assigned task. And they need to utilize the mobile app for that.

Note that, the managed package includes a customizable scheduling option and a real-time map. That is useful for both the technician and dispatchers.

Warping up

So that’s how Field Service Lightning works. To actually start, you must first form a team. After that, you appoint people to various positions, such as administrative assistants, customer service representatives, dispatchers, and field technicians.

Then, according to their roles, each team member makes use of the feature. In the end, you get to ensure that you deliver the service to customers perfectly.

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