Salesforce Field Service

What do you like best?

As the solo implementer of SF in our organisation without the use of an implementation partner, I found Field Service to be the most intuitive and 'easier' solutions to implement. That isn't to say it was easy. The iOS and Android apps are fantastic and my team find it easy to use. There also seems to be far more development of Field Service capacities every release compared to the older SF products. I'm looking forward to the new Work Plans coming out in the next release to replace a similar function I was able to hack together. Which I also love how easy it is to build custom functionality and flows into the apps.

What do you dislike?

There are some strange ideocracies which when you come across and realise it's not native functionality you will pull your hair out in frustration. Sure, anything is possible on the SF platform as it's so extensible, however some should just be native. I understand they are developing a 'Salesforce Labs' package to address the most common frustrations which mostly wouldn't benefit me now that I had to setup my on Flows to overcome them. Natively, it should sync users calendars to the related service recourse availability. This was a massive frustration.

What problems are you solving with the product? What benefits have you realized?

We offer onsite service of printing equipment. This enables us to schedule our resources effectively and provide visibility to the customer on the team members dispatch. We've setup service completion flows have been customised to the specific work type to ensure the team member performs the required steps and captures the necessary photos/log data. All which is saved in the SF platform easy to refer to in the future.