Episode DescriptionWhen we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.But Field Service does so much more. Its easy optimization allows easy connectivity to other programs like Sales Cloud, so your technicians can upsell customers on the job. And purchasable consoles for positions like contractors and dispatchers are fully loaded with tools to make your team’s life easier and your customers happier.On this episode of Serious Insights for Salesforce Admins, Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, talks all things Field Service with Martin Humpolec, Senior Salesforce Consultant at PwC Czech Republic.Listen to this episode to learn: How Field Service optimizes schedulingHow to use Field Service to work with contractorsWhy industry experience will help you learn Field Service ##Episode Summary When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud. But Field Service does so much more. Let’s say you’re getting new blinds installed for your windows. Field Service can dispatch a service worker to come to your home to measure your windows — and upsell the customer on a set of blinds while there. That sale will be sent back to Sales Cloud, and a salesperson will be scheduled to come out for the install.From sales to scheduling technicians and even hiring contractors — it’s all done easily within Field Service. It’s also easy to implement and use, especially for admins already experienced in the industry. For those without experience, they can try the Field Service game available through Trailhead, or hire someone like Martin Humpolec, a Salesforce consultant at PwC Czech Republic.“If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them,” Martin says. “The technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”Martin joined Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights for Salesforce Admins to talk about the ins and outs of Field Service. ##Key Takeaways Field Service accounts for — and optimizes — everything. Salesforce’s Field Service extension for Service Cloud does more than just help your company dispatch service workers. It allows you to create a smoother and more pleasant experience for both the customer and your team. That’s because Field Service accounts for everything — the time it takes for a technician to travel to the destination, conduct the job and take care of the paperwork after the job is done. Purchasable consoles for specific roles like dispatchers and technicians make it easy to optimize schedules and solve unexpected problems.Field Service is for more than just dispatching technicians.Field Service simplifies your life. When you purchase the extension, it includes all other clouds and options you might need, and easily optimizes with other clouds you might already own.This allows your company to do so much more than just provide service. For example, if a technician is dispatched to measure a customer’s windows for blinds, they could also upsell the customer on the spot through Sales Cloud.For aspiring Field Service admins, industry experience helps. Field Service isn’t a program that general Salesforce admins would necessarily learn as an add-on to their Salesforce proficiency. It’s niche — and not as many companies buy it.That’s why it makes sense for those who already have industry experience to become a Field Service admin. It also helps to have a background in how the industry works, since you will be dealing with things like scheduling and dispatching technicians and, at times, working directly with customers. ##Featured Guest: Martin Humpolec of PwC Czech Republic💥 What he does: Salesforce Senior Consultant at PwC Czech Republic, a professional services firm that offers consulting, strategy management and more.💻 PwC Czech Republic on the web: Twitter | LinkedIn 🔗 Martin on the web: Twitter | LinkedIn | Trailblazer🧠 Martin’s big idea: “If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation, because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.” ##Episode Highlights Key excerpts from the episode transcript💡 What’s the difference between Field Service and Service Cloud?[09:38] “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something ...
