Winter 18 Release: What’s New with Salesforce Field Service Lightning

We’re excited to announce that the Salesforce Winter 18 release is here and FSL is better than ever with a great new set of features.

Salesforce Field Service Lightning (FSL) is built on the Service Cloud platform and is a smart scheduling tool, which means that a dispatcher or coordinator can automatically assign and dispatch high volumes of work orders to technicians in a single click. 

Here are a few of the highlights:

Winter 18 Feature: Service Crews: Define and Manage Teams of Service Resources Who Work Together

It is quite common for companies to send out multiple field technicians for the same job. That’s why Salesforce has introduced the new ‘Service Crew’ feature. A Service Crew is a group of service resources whose combined skills and experience make them a good fit to work together on service appointments and improve their efficiency on the field. When creating a Service Crew in Field Service Lightning, the dispatcher will have the ability to define the size, the timeframe and also designate a team leader. When creating a new service resource, a dispatcher can now select either an individual or a crew to complete the job.

Winter 18 Feature: Capture Multiple Signatures on Service Reports

When generating a service report upon job completion, you can now capture more than one signature. You can create as many signature blocks as you want, add them to your service report layout and capture signatures from your technicians, customers and any other partners.


Winter 18 Feature: Draw Your Service Territories with Map Polygons

Being able to draw and define your service territories on a map was a functionality which was highly requested by our customers. Based on the address of your service appointment, the service territory will now be automatically populated which should improve the dispatcher productivity.


View Your Service Resource in All Territories

In the previous FSL release, you could only see the service resource primary service territory on the dispatch console. Now you will also see any secondary service territory they are assign to which will improve the dispatcher efficiency by showing in a single screen.

FSL App Now Available on Android

In this new release, the FSL app will be available for Android mobile devices. As per the iOS version the main features of the app are:

  • Offline capabilities
  • Service report creation and signature capture
  • Easy branding of the app
  • Inventory management
  • Attractive user interface
  • Geolocation tracking

Field Technicians are Now Auto-Following Their Appointments

There’s no more need to build a logic for technicians to receive the latest updates on their appointments. You can allow them to automatically follow their appointment by simply ticking a checkbox.

Have any questions about the new Field Service Lightning Winter 18 release? Don’t hesitate to reach out!

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