Category Archives: Field Service Lightning (FSL)

Salesforce Winter ’21 Release Highlights

What Field Service Users Want to Know

With the release of Winter ’21 comes a long list of exciting features to improve organizations in across all industries, but we’re, naturally, focusing on the field service industry.  With COVID-19 greatly affecting companies throughout the world, the service industry has been a pivotal component for companies to continue to move forward.  Salesforce has recognized the need for enhancements to help meet the problems companies are facing throughout this strenuous time. 

Read on for some of our favorite updates!

Note: Field Service Lightning (FSL) will be rebranded as Salesforce Field Service (SFS) with this release. 

Record Product Warranties

Throughout our years working with organizations in the field service industry, we have seen the importance and impact that a successful warranty system can have within a company. Salesforce is taking a big step into improving their current warranty capability. 

Here’s what’s new:

Technicians and mobile workers will have a larger hand within the warranty practice.  Mobile workers are gaining the access to view all warranty details, as well as creating claims on the job, ultimately speeding up the claims process. Additionally, as Assets are installed and created for a customer, mobile workers will able to create and attach warranties to the asset upon installment or repair. 

Why it’s awesome:

Customers who purchase a warranty are doing so in the trust that it will protect their asset in both a timely and cost-efficient manner.  When a claim is processed quickly, the customer is seeing the value of their dollar and will be more likely to renew the warranty contract in the future.

Why Bolt?

Bolt Data has implemented successful warranty engines for many our customers.  Through this time, we’ve seen how an effective warranty process can help the service industry become a profit area for a business.  When customers are seeing the return value of a warranty through the repairs, they are more likely to continue to retain the warranty contracts, increasing sales and profitability. 

Maintenance with Advanced Recurrence

Routine maintenance is a common occurrence in the field industry world.  Customers expect their products to be in working condition as much as possible. One way to achieve this goal is through routine maintenance scheduling.   The ability to perform appropriate maintenance on assets will be improved with Winter ’21.

Here’s what’s New: 

Multiple maintenance schedules can be set up and configured to interact with each other within the same asset. With this set up, a work order will be auto generated, and the technician will know exactly what to do when arriving on site. 

Why it’s awesome: 

Let’s say an asset has a semi-annual and an annual maintenance contract. This means there will be a time once a year where two maintenance work orders will be scheduled around the same time.  Asset Up-time would be disrupted twice now within a short time frame to accommodate for both maintenance service appointments. With Winter ‘21 setup, the system will recognize both maintenance work orders and ask the technician to complete the tasks during the same service appointment. 

Why Bolt?

Much like with maintenance contracts, a large portion of Bolt’s clients regularly implement recurring work order creation to handle routine maintenance contracts.  It is important to maximize the effectiveness of the time that technicians are at a customer’s site, and to minimize the number of trips a tech has to conduct.  Bolt understands the dynamics of creating a dispatch system to have the most efficient time usage for each technician. 

Target Work Priorities Using Service Appointments

Companies can have a large number of customers, which is a great thing! But this also means that there is an even larger number of assets or products to maintain and repair. When combining the amount of service appointments needed with the amount of technicians available, many companies get in trouble deciding who, when, and where a tech should be dispatched!  With this enhancement, dispatchers will now receive more help in scheduling the finite technicians to the important calls first, and the lower priority calls later.

Here’s what’s new: 

Custom formulas can now be used to help prioritize which service appointments are the most important.  These formula fields can interact directly with the optimizer to ensure that the high priority items are getting service first.  

Why it’s awesome:

Let’s imagine a technician’s calendar.  It will be full of high priority, medium priority, and low priority appointments.  But, there are times where service appointments exist that are critical and do not appear on any tech’s calendar; this is the problem.  By creating the applicable formula field (say based on due date), the optimizer ensure that the appointment is on a calendar over a less pressing matter.  If needed, it will even bump the lower priority appointment to a later date.

Why Bolt?

Since working in the realm of field service for the last 7 years, with some members even longer, this has been a common demand and requirement since optimizations have existed.  Before, there was no real way to do so and Bolt would implement our own solutions to help solve it.  With the help of these engines and updates, we’re positive we can do so faster and more accurately. 

Amp up Sales Cloud with Voice

Service doesn’t just include those who go out and fix assets, perform routine maintenance, or handle installations; it also includes those at the beginning of the service appointment – the call center agents.  Winter ’21 provides Voice; an intelligent native telephony system. 

Why it’s awesome:

Voice will provide real-time call transcripts and tie into the digital channels that your agents already use. From these transcripts, Salesforce has now built in a Einstein Next Best Action component to work with the Actions and Recommendations component to help agents with a variety of call change events. 

Why Bolt?

Simply put: Bolt knows service.  We have worked heavily on the dispatch side of the service world for years and have come to learn the array of issues that can lead to a Service Appointment being required.  We are excited to continue to help clients make the connection between the case management all the way through the completion of the service appointment. 

Einstein Recommendation Builder

In the last few years, Analytics and Automatic AI have been an ever improving force in the technology world. Salesforce is taking these ideas and improving their own with every new release.  Winter ’21 comes with a recommendation builder.  While the builder works for all objects and builds, it is also especially functional within the realm of Field Service. 

Why it’s awesome:

This feature can be used to connect different objects to each other, and then provide recommendations on specific criteria. In other words, Assets and products can be tied together to help assist technicians with the correct tools and consumables to get a job done. When technicians arrive with the necessary items to get the job done the first time, their time is now free to move to the next appointment with a happy customer behind them. 

Salesforce’s organizational impact leaves no department untouched, and the amount of information can be overwhelming at times. We hope the updates we’ve distilled here today help paint a clearer picture of what to expect, but if you’re curious about diving deeper into any (or all) of the above and exploring their impact on your organization, we’re happy to help. Bolt has a great track record of helping the service side of companies: 25% increase in service revenue, 23% technician productivity increase and 22% workforce utilization increase, for example. We understand that first time fix rate is a major KPI that can help drive a more efficient service program.  With this latest Salesforce update, doing so has become even easier. 

Related reads:

Salesforce Summer ’20 Release

Answering Your Questions About Service Cloud Voice

Salesforce Summer ‘20 Release – Field Service Highlights

Salesforce announced their Summer ‘20 release and you won’t want to miss the field service highlights! We greatly enjoyed attending the release readiness webinar virtually (Can anyone say “confetti”?!). Salesforce is working hard to enhance the functionalities of Field Service Lightning (FSL) and its mobile app, continuing to blaze a trail for future success for field service teams everywhere. As field service is our bread and butter, we selected the most impactful features we feel will help FSL and Service Cloud become stronger and more robust than ever.

Read on to find out what our top picks are!

Mobile App

What’s always been great about the FSL app is that it’s geared toward mobile and front-line workers, making it independent from the core Salesforce app. The goal of FSL mobile is to provide service resources with the ability to quickly enter information about installations, repairs and service appointments. 

Here’s what’s new:

Deep link actions – this feature will allow mobile workers to launch a link that will help them navigate to another app with the simple click of a button. 

Why it’s awesome:

Imagine a service technician, busy repairing machinery at a customer site, and needing to input multiple pieces of information from other applications relevant to the products they are servicing. Instead of having to exit FSL, mobile team members will be able to utilize the deep link action to navigate to “connected” apps straight from the record they are on, such as the work order, with the click of a button. This allows mobile workers to have access to vital information from multiple sources seamlessly. The new feature will also allow for the transfer of information to other components of the cloud by grabbing data from the connected app, leading to accuracy and efficiency. 

Core FSL Features (and Managed Package)

With enhancements to the mobile app streamlining the workflow, there are additional features that will be available to enhance the browser experience. Check out what’s coming soon to the FSL browser experience below:

Advanced Recurrence Feature 

Here’s what’s new:

The Advanced Recurrence feature expands support for preventative maintenance, down to warranty and serial number or lot/batch number. This simplifies how contract managers improve maintenance schedules. This feature interacts with calendars and schedules, and has the potential to carry over to work orders as part of your business process.

How is it used:

With Google calendar-style maintenance schedules, you can allow the user to associate yearly, monthly, weekly and daily recurrence patterns on maintenance schedules for their assets. Parallel or dependent service schedules are based by priority; this new feature also allows users to define major and minor maintenance plans by creating rules that can be prioritized via a sort order value. 

In relation to work orders, the advanced recurrence feature helps users manually generate work orders with one click. Users can utilize Advanced Recurrence to define multiple granular calendar style recurrence patterns for work orders. 

Why it’s awesome:

We love how automation helps the field service team and overall workforce move faster and perform more efficiently. With advanced recurrence, this is sure to optimize performance for scheduling and keep customers happy with on-time preventative maintenance.

Resource Management – Shifts and Expenses

Here’s what’s new:

From seasonal coverage for holidays, to the COVID-19 pandemic, businesses need systems that can accommodate frequent changes to workforce availability. With the improved Shifts view features, options like multi-day shifts allow you to quickly edit records to show more data at a glance. The improved view lets the user select which fields to display on the Shift view such as job profile, status, service territory, shift number and start time. 

Along with the new Shift features, expense management grants mobile workers the ability to easily capture work-related expenses, and you can create an expense report from these items as part of your business process. Capturing expenses as part of a work order will help techs on the go not miss a beat or a cent! 

Why it’s awesome:

By simplifying and clarifying resource management with extra efficiency, field service administrators can focus on the big picture rather than tedious tasks, helping everyone be more productive.

Count Rule

Here’s what’s new:

Count rules are a type of work rule that allows admins to create parameters to not overload service resources. For example, setting a weight limit of equipment for each resource per day. You can also limit the number of appointments per resource per day to meet regulations and contractual obligations. With the enhancements, you are able to easily hover over a shift and make changes to the record without navigating away from the Shifts view. 

Why it’s awesome:

With this new support for workforce planning, managers can ensure resources meet daily schedule needs and limitations as well as load capacities. With a Count rule in place, dispatchers and service agents can easily select the pertinent Count rule to filter candidates based on the requirement. 

There you have it – our field service highlights for the FSL Summer ’20 release! The features extend beyond what we’ve mentioned here, and there may be some additional pieces that can help complete and improve your service processes. You can read through Salesforce’s Release Notes here.  Feel free to drop us a line and we’ll be happy to field your questions, and don’t forget to pass these field service highlights on to your teams and Salesforce admins! We wouldn’t want anyone to miss out.