Salesforce Field Service Reviews

“powerful CRM”

Pros

I've compared it with a few competitors that were charging more and delivering less than Salesforce so honestly I can't complain about the value here.

Cons

Even so, it's still not cheap, the pricing keeps climbing and we'll need to be more deliberate about getting the best value for the money.

“Support is hands-on”

Pros

Salesforce is excellent for customer support and it feels easy to use. Updates and ongoing improvements come regularly and it's a solid value for businesses. It also includes invoice and estimate features, plus the team keeps fixing bugs and addressing issues.

Cons

Only part I didn't enjoy much was the learning phase. After getting past that, it's been very reliable for customer support and it's pretty user-friendly for everyone... especially thanks to the invoicing features.

“worth your time and money!”

Pros

It's ridiculously simple to use and the pricing feels like a solid deal for what you get. We've also been able to set up multiple teams and collaborate without too much friction. Occasionally it can be a little buggy but it's never left us completely stuck or unable to work.

Cons

There are times when the number of updates required for our tech team feels a bit overwhelming. When those come in, our techs can get understandably frustrated.

“All-in-one productivity and field management”

Pros

This platform brings employee productivity, field management and customer information into a single place which really organizes day-to-day work. It also lets you download your data into a spreadsheet so reporting and keeping records is much more manageable.

Cons

Training is a bit lacking and there isn't an AI-powered way to generate deeper analysis. Pricing feels on the expensive side too.

“Love that it has transaction history”

Pros

Really enjoyed being able to pull up the full history for each transaction in one spot. It's also handy that there are multiple ways to search and locate things, like by phone number or name... so finding the right record doesn't take extra effort.

Cons

Nothing comes to mind as a least favorite feature.

“smart task distribution”

Pros

Love how it has a really intelligent and efficient task distribution system that factors in availability, skills, inventory, location and more.

Cons

I have no cons to say honestly!

“feature-rich”

Pros

It includes a lot of helpful features for my needs, plus solid analytics and reporting so I can track what's going on.

Cons

The performance can get a bit slow at times and the subscription pricing feels slightly on the high side.

“solid platform for my business”

Pros

I enjoyed using this platform in my business.

Cons

Price ended up being higher than what I saw with other platforms.

“AI scheduling makes work easy”

Pros

Lets our team deliver solutions to end customers using AI-driven scheduling and optimization. It also makes it simple to monitor work orders through service reports. The mobile app, in particular, has been a big help for our technicians since it lets them track their assigned orders in real time.

Cons

Occasionally the mobile app crashes which can slow down technicians and impact getting orders completed on time.

“useful PTS tracking and reporting”

Pros

This system lets me track and report on the different points we have, along with each account tied to them. It's incredibly helpful and genuinely useful for staying organized and getting the reporting done.

Cons

No real cons to mention right now, everything's working well and I'm enjoying using the system. I also appreciate what's been created.

“works well”

Pros

It actually works really well for supporting our team in an interactive way. It gives us a good flow for collaboration and helps everyone stay on the same page.

Cons

The only thing that needs improvement is the presentation on the Gantt view, there's room to make it clearer and more user-friendly.

“Easy to use”

Pros

Appreciate how it helps us keep our inventory accurate as parts get used in the field. It also makes it easier to track work orders and bill for jobs that involve multiple site visits or more complex, multi-step fixes. Also, we can visually manage schedules for a larger group of technicians and we're able to set clear standards for the management team around fulfillment and billing.

Cons

Like most of their setups, it doesn't really feel "plug-and-play" straight out of the box. A lot of items end up being customized which is expected but does add some learning and setup work. The partner you choose for implementation matters a ton for getting things running quickly. It also helps to have at least one person on the team who's comfortable tweaking the platform and the mobile app as minor issues pop up during rollout.

“results are good”

Pros

Helped with allocating work orders to a nationally deployed team of engineers and the whole assignment process is pretty easy. Generating reports from engineers that include client signatures is a big win since it's something we actually need to provide to customers. It also supports quoting for jobs which makes handling requests more complete in one system.

Cons

Dispatch console can be frustrating... sometimes the pop-up shows up but takes ages to load or it outright crashes even though the connection checks out. Also, customizing the system isn't very convenient unless you've got deeper training.

“positive experience overall”

Pros

This is exactly what I need for my day-to-day work. I'm in the unemployment space with the Department of Employment Services and I use it to log every call and capture detailed notes. One thing I really appreciate is that it supports different severity levels so issues from each caller can be categorized based on how serious they are. It fits really well with call center work where you need to stay organized and track outcomes.

Cons

There's nothing I can think of that they need to improve for the features I personally use.

“Performance insights really help”

Pros

I'm genuinely happy with in this app. First off, the security stands out since it stores a customer database with confidential information, it feels trustworthy and I can rely on it. It also makes follow-ups much more efficient. You can set reminders, send quotations and manage every activity from one place instead of juggling things across multiple tools. Also, it records every activity and calculates daily, monthly and yearly performance. That's useful for management but it's also motivating for personal growth within the channel.

Cons

No complaints here, this has been a great fit for my needs.

“I liked it”

Pros

It's fairly easy to use and it lets me capture and lay out all the important details I need.

Cons

Can feel a bit tiring at times but that doesn't bother me much since I actually want a platform where I can record lots of information.

“great dispatch planning and routing”

Pros

Absolutely love its clean interface that lets my team quickly locate and schedule the field engineers for customer sites. The dynamic rules for engineer selection are a big help and the area map makes it much easier to route work without guessing or worrying we've chosen the right person.

Cons

From the field engineer side... especially using the iPhone app, there have been plenty of complaints. Notifications often aren't loud enough and sometimes they're not visible which causes missed or delayed responses. Also, after engineers tap the accept button, it doesn't always confirm back to the system. We ended up pairing Salesforce integration with SMS alerts whenever dispatch is selected on a case to work around the issue though it's worth noting that signal coverage can be spotty since our engineers frequently work in hospitals and x-ray rooms which may contribute to the notification/acknowledgement problems.

“Scheduling cuts travel time”

Pros

We rolled this out for scheduling and it's genuinely helped, our field teams are spending way less time traveling. It's been a big help for day-to-day operations.

Cons

Getting everything up and running requires filling out quite a few forms. Even after six months, we're still working through a few lingering bugs.

“boosted efficiency for our business”

Pros

This turned out to be a real game-changer for my small company. It sped up our business processes and made everything run more efficiently day to day.

Cons

Nothing negative to report. I use it daily and would happily recommend it to anyone.

“Excellent software!”

Pros

Timesheet submission feels easy and the interface makes every option and the current stage of the timesheet really clear. Also, it's hard to accidentally submit the wrong thing which gives a nice bit of confidence when I'm entering hours.

Cons

GUI could use a refresh to look more modern. The current theme feels outdated and it has a somewhat "web store" look.