Field Service (formerly Field Service Lightning) is a Service Cloud add-on for organizations with a mobile workforce — service technicians, field reps, installers — who travel to customer locations.
Key components:
- Work Orders / Work Order Line Items — what work needs doing.
- Service Appointments — scheduled visits with start/end times.
- Service Resources — the technicians.
- Service Territories — geographic regions.
- Service Crews — multi-person work.
- Dispatcher Console — visual scheduling tool.
- Field Service Mobile App — offline-capable app for technicians.
- Schedule Optimization — AI-driven appointment routing.
- Crew Management, Inventory, Maintenance Plans.
Implement Field Service when: customers need technicians dispatched (HVAC, telecom, healthcare home visits, equipment repair), inventory tracking matters, route optimization saves time/cost, or contractors need a coordinated dispatch system.
Configuration is significantly more complex than core Service Cloud — typically a 3-6 month implementation in its own right.