Salesforce Field Service Lightning for workforce scheduling and dispatch, Service Cloud for contact center and case management — connected by AI-powered automation and real-time customer data.
Field Service Lightning handles the workforce and work orders. Service Cloud handles the customer-facing contact center. ETI implements both and connects them so every field interaction is visible to every service rep.
AI-powered workforce management for field operations — scheduling optimization, mobile technician app, contractor management, and real-time dispatch for thousands of field resources.
Omnichannel contact center with AI-powered case management — routing, knowledge, SLA automation, and agent productivity tools that let service reps resolve faster with less effort.
Enterprise field service is not just scheduling. It's territory design, contractor networks, mobile apps, preventive maintenance, parts logistics, and SLA compliance — all connected to the customer record.
At GE and HomeServe we implemented FSL for thousands of field technicians — complex territory hierarchies, contractor networks, skills-based routing, and AI scheduling optimization that reduced drive time and improved first-visit resolution rates.
The data model matters: WorkOrder → WorkOrderLineItem → ServiceAppointment → AssignedResource — getting this right from day one is the difference between a system that scales and one that collapses under load.
Discuss Your FSL RequirementsService Territory hierarchies, coverage zones, and territory member assignment by skill and availability
AI-powered Enhanced Scheduler — minimizes travel time, respects skills, SLAs, and availability windows
FSL mobile configuration — work order steps, parts lookup, signature capture, photo, and offline mode
External contractor management — service territories, skill sets, capacity limits, and work order visibility controls
Customer asset tracking, service history, warranty management, and preventive maintenance scheduling
Entitlement processes, SLA milestones, response-time tracking, and automated escalation on breach
Full-lifecycle FSL and Service Cloud delivery — from initial design through go-live and managed services.
End-to-end Field Service Lightning setup — territory design, work order model, scheduling configuration, and dispatcher console.
Full contact center setup — case model, omnichannel routing, knowledge base, SLAs, and AI-powered agent productivity.
AI agents that handle first-line case deflection, knowledge retrieval, appointment booking, and escalation to human agents.
FSL mobile app for field technicians, plus digital messaging channels for customer engagement — SMS, WhatsApp, and web chat.
Customer and partner portals — self-service case submission, appointment tracking, knowledge search, and account management.
Post go-live FSL and Service Cloud administration — scheduling optimization tuning, release management, and performance improvements.
Field Service and Service Cloud are most powerful when connected to AI, billing, and the full customer data layer.
Whether you're starting FSL from scratch, scaling an existing deployment, or modernizing your contact center — let's talk about what it takes.