Tag Archive for: Salesforce Field Service

When the air conditioning goes down in an office in the middle of summer, who will you call? No, it’s not the Ghostbusters. 

There’s actually a company committed to fixing that kind of problem. We are going to take a look at an HVAC company that is a full-service contractor that focuses on providing MEP services, Mechanical, Electrical, and Plumbing. They provide services for the industrial and commercial sectors, in addition to professional engineering services. 

So if you have any problems of the sort, they can work on fixing them for you. If you need it, they can send a service technician to inspect the unit and make repairs if necessary. It all seems relatively simple for the HVAC company. 

But how can they manage it all? How does a technician know where to go and at what time? How can they see if a job is urgent or if they can schedule it for later if they’re already going to be in that area? After all, if you’re going back and forth that can be a waste of time and resources.

They have Sage 100 to manage items like operations, finance, invoicing, payroll, inventory management, etc. They thought that was enough. They could use a variety of apps and paper invoices to manage their field service. But the thing with paper is that it can get confusing quite quickly, and you can lose track of important information or customers.

What if the company had a client that needed multiple repairs or installations across different buildings or homes? How would they check to see which one had been done and which still needed work? Not to mention a way to properly track hours, parts used, etc. 

That’s where Salesforce Field Service Management (FSM) comes in, but what exactly is it, and what does it do? It is a tool designed to make your job so much simpler because it allows you a way to get technicians to fix your services. It’s a truly fascinating and effective system. The HVAC company can do everything in FSM, and it keeps their service technicians from getting confused about which work order is which. 

When you are working long hours in the middle of a burning summer, your greatest ally is the air conditioner. But what happens if it breaks? There’s no way any work would actually get done. Because if your employees are annoyed and overheated, it’s just not a good combination. Plus there are computers, servers, and more that could suffer in the heat. So not only does tech need to fix the A/C for the employees and managers, but also the technology that could run hot and potentially break down. So the customer will contact the HVAC company, who will then check the Salesforce FSM calendar to see who is available. 

The dispatcher at Somatic can create a work order in Field Service Management and send one of their technicians to the building. While at the building’s HVAC systems, she can create a Work Order and identify the problem. While fixing the issue, she could keep track of the time and parts used with the TimeSheet feature on her mobile device. This is a great feature of Field Service Management — you can check everything from your phone, something that is extremely useful while you are on the road.

And there’s also the option of TimeSheet, which is a way to log in how much time you worked, which task you did, what parts you used, etc. You no longer have to rely on the use of paper and your own memory. Something that can fail us when we need it the most — not to mention that the paper can get lost. 

Before she leaves, the office management company asks if the technician can visit two other buildings they manage to check on their respective air conditioning systems; then the technician can create a new Work Order for each location and drive over to both buildings to see how things are running. She will use a new TimeSheet in each Work Order to track her time and any parts needed.

And with the help of Commercient’s SYNC the data can be automatically sent to Sage 100 from FSM to generate payrolls for the technicians, so they can be paid for their services. 

The way it works is that Commercient SYNCs the data from Salesforce Field Service Management to Sage 100, so the HVAC company can properly invoice the office management company for the labor and parts used for each of the three buildings. There is no need to be confused about which building is which, since an ID will be created to identify the correct building, with the correct job and parts.

The techs can also look at their schedule in the morning and throughout the day to see when and where they’re going to do a service. There’s even a map, so they don’t have to leave the Salesforce Field Service Management app. Because everything they need is already there. They can know if it’s urgent or not, what parts are needed, and which were used, and most importantly they can put in the hours they worked so they can get paid, all of which can be easily found on their phone in the app.

Salesforce Field Service Management and Sage 100 have the information, Commercient SYNCS them together. It’s truly a smart match to have your company flow as it should.


As a leader in the field service industry, you know that there are many moving parts that need to be considered in order to run a successful field service organization. Day-to-day operations can be complex and streamlined communication is often lacking for both on-site and in-office teams. Ultimately, you need a tool that can support all the needs of your organization; and that tool is Salesforce Field Service.

“Salesforce Field Service is a feature and add-on that assists dispatchers and technicians with dispatching, directions, work orders, parts used, repair times, and more. This helps to streamline those operations and minimize paperwork,” Said Richard Jenkins, Co-Founder of Commercient. 

Essentially, Salesforce Field Service makes your team more aligned, operational management easier, and team efficiency skyrocket. 

How Salesforce Field Service Can Streamline Your Organization

How are teams operating without a strong field service management solution like Salesforce Field Service? 

Without the proper tools in place for field service teams, organizations oftentimes track projects through spreadsheets. They will manually dispatch technicians through email and phone, and don’t have a centralized clear way to see where their teams are at any given time. 

Without Salesforce Field Service, how do you properly track hours, parts used, etc.? How can you ensure that the technician’s route saves on gas, or that he or she isn’t spending unneeded time traveling between service calls? The other question to consider is, are you efficiently dispatching technicians? 

Commercient will be able to provide an ID through the SYNC, which will help to identify the correct building for a job and match that to the needed parts and labor.

What is Salesforce Field Service?

Salesforce Field Service essentially is designed to help teams fully manage every aspect of their field service operation in the most streamlined way possible. It also helps keep information updated for mobile-workers and customers. On-site technicians and contractors in HVAC, healthcare, construction, financial services, transportation, utilities, manufacturing, telecommunications, and professional services will find Salesforce Field Service particularly helpful. This is shown in the top features below.

Top Features of Salesforce Field Service:

Dispatching Console: 

Eliminate calls and emails, and dispatch technicians intelligently with regards to their location, schedule, and skillset.

Smart Scheduling: 

Take the guesswork out of scheduling for your team by creating an ideal schedule based upon current priorities or limitations.

Workflow Automation: 

Automate case creation for technicians and workflows.

Field Service Mobile App: 

Provide recommended articles, get directions, capture photos and sign work orders. What’s more, the Mobile App comes with offline capabilities so teams can work wherever they need to, regardless of connectivity.

Einstein Vision: 

Get image recognition with your photos and identify critical assets.

Field Service Analytics: 

Oversee safety protocols and your team’s current performance with the metrics that matter most to you.

Salesforce Appointment Assistant: 

Give your customers more visibility into your team and their whereabouts with your technician’s name, photo, ETA, and location. All of which are supported through email, WhatsApp, and SMS notifications.

With Salesforce Field Service, you can spend less time trying to find the best technician for a job, and more time on delivering the best in customer service. 

If you are looking for additional resources on field service operations, check out Abelian’s ebook intended to help teams avoid serious mistakes with field service operations.

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Click Below to Download Your Free Ebook.


Commercient and Salesforce Field Service 

For Salesforce Field Service and ERP integration, Commercient SYNC is your leading company. SYNC is utilized to ensure that data integration between Salesforce Field Service and your ERP runs smoothly. Your ERP data is automatically integrated into your Salesforce Field Service without the need to program, code, map, or use servers.

In Salesforce Field Service, there are four key players where Commercient is involved to assist customers with a smooth data integration process. The four key players are:


An administrator configures field service features based on a company’s requirements. Commercient will collaborate with the administrator to sync relevant data into and out of Salesforce Field Service objects.

Service Agent: 

A service agent will take customer calls and log work orders via service appointments, which will be linked to the calendar of the mobile worker or technician. Work orders will be detailed and will include the skills and parts required to complete the job at hand. Then, Commercient can sync the work orders to the ERP system as a work order, sales order, invoice, or jobs.


Manage service appointments that are assigned to mobile workers or technicians.

Mobile Worker or Technicians: 

Field Technicians will be provided with service appointments that will direct them to the specific location to conduct the service. They must then manage their work order and submit a report detailing the parts utilized and the service performed that day. The mobile worker or technician can then manage this by using timesheets on their mobile device. The parts and labor will be added to the work order, which will then be uploaded to the ERP system in the form of a work order, job, invoice, or sales order, depending on the customer’s needs. Salesforce Field Service empowers the technician to track hours by location and which parts were used; while Commercient will also SYNC timesheets to an import file that will be used by the ERP to generate payrolls and billing.

If your team is concerned about customer details changing and not reflecting in their ERP and Salesforce Field Service systems, SYNC has you covered. New customers can be created in the ERP through the SYNC and their personal information can be updated if anything changes.

Integration with Commercient SYNC for Salesforce Field Service

Phase 1:

  • Jobs
  • Work Order
  • User
  • Building
  • Account
  • Service Invoice
  • Service Invoice Line
  • Contact

Phase 2:

  • Customer
  • Contact
  • Building
  • Work Order
  • Daily Payroll


Salesforce Field Service is designed for your team to thrive in field service management. Abelian has guided a number of teams to a more streamlined and successful field service operation with countless implementations of Salesforce Field Service. If you are ready to partner with teams that truly understand field service business processes coupled with the skillset to deliver the best in configurations, reach out to us. Contact Abelian, a certified Salesforce Consulting partner, or Commercient, your Salesforce integration expert, and we will provide a free Salesforce Field Service consultation to kickstart your journey in conquering field service management. 

Field Service Management Resource