Salesforce Field Service
by Salesforce · Field Service
Cloud field service management platform for scheduling, dispatch, and mobile technicians.
- Works with
- SAP, NetSuite, Microsoft Dynamics
- Deployment
- Cloud
- Company size
- SMB, Mid-market, Enterprise
- Pricing
- Per-user subscription, annual contract required
Overview
Salesforce Field Service (also marketed as Agentforce Field Service) is a cloud-based field service management platform built on the Salesforce Service Cloud and Hyperforce infrastructure. It helps organizations manage mobile workforces end-to-end: intelligent scheduling and dispatch, work order and service appointment management, asset and inventory tracking, and a mobile app for technicians in the field.
The platform's core data model ties together customers, assets, contracts, work orders and service appointments, giving dispatchers a command center to build and optimize schedules while giving field technicians a purpose-built mobile app (with offline support) to execute jobs, log parts used, capture data and generate service reports on site.
As part of the broader Salesforce platform, Field Service connects to back-office ERP and finance systems primarily through MuleSoft (Salesforce's native integration platform, which ships prebuilt Anypoint Connectors and integration templates for SAP, NetSuite and Microsoft Dynamics), as well as through third-party AppExchange connectors built by ISV partners for specific ERPs.
Screenshots & demo
Demo video from the vendor's YouTube channel.
Features & capabilities
Scheduling & Dispatch
AI-assisted scheduling and real-time dispatcher tools.
- Intelligent scheduling and optimization engine
- Automated appointment assignment based on skills, travel time and SLAs
- Route optimization for mobile technicians
- Real-time dispatcher console
- Drag-and-drop schedule management
- Service level agreement (SLA) enforcement
Work Order & Service Appointment Management
Core objects that define and track field work.
- Work order creation and lifecycle management
- Service appointment tracking (when/where work happens)
- Preventive maintenance plans
- Multi-day and multi-resource jobs
- Customer and case linkage from Service Cloud
Mobile Workforce App
Purpose-built mobile app for on-site technicians.
- Field Service mobile app for iOS and Android
- Offline access with automatic sync on reconnect
- Parts and inventory logging from the field
- Digital service reports and customer sign-off
- Knowledge article access on site
Asset & Inventory Management
Tracking of equipment, parts and stock across locations.
- Asset service history and lifecycle tracking
- Inventory tracking across warehouses and service vehicles
- Parts consumption and replenishment
- Product and asset relationship mapping
Workforce & Contractor Management
Managing employees and third-party field workers.
- Skill-based resource matching
- Contractor and Contractor Plus licenses for third-party workers
- Workforce availability and territory management
AI & Automation (Agentforce)
Generative AI features layered onto field service workflows.
- Agentforce for Field Service AI agents
- Automated administrative task handling for technicians
- AI-assisted case summarization and next-best-action
Common use cases
- Automating technician scheduling and dispatch across a large multi-region field workforce
- Giving field technicians an offline-capable mobile app to complete work orders and capture service reports on site
- Tracking installed assets and their service history across a customer base for preventive maintenance
- Managing parts inventory across warehouses and service vehicles to reduce truck rolls
- Coordinating a mixed workforce of employees and contractors on the same scheduling engine
- Connecting field service and case data in Salesforce to back-office order, inventory and billing data in an ERP via MuleSoft
- Extending customer service (Service Cloud) cases into on-site work orders for repairs or installations
Strengths & considerations
Strengths
- Built natively on Salesforce Service Cloud, sharing one customer/case/asset data model with sales and support
- MuleSoft (owned by Salesforce) provides native, prebuilt Anypoint Connectors and integration templates for SAP, NetSuite and Microsoft Dynamics rather than relying solely on third-party middleware
- Large AppExchange ecosystem of ISV-built ERP connectors (e.g., SAP adapters, Dynamics 365 sync tools) supplementing native integration options
- Agentforce AI layer adds generative-AI agents for technician and dispatcher workflows on top of the core scheduling engine
ERP integrations
Syncs customer, order and product data between Salesforce Field Service and SAP ECC/S/4HANA
Supports CRUD operations, record search and SuiteQL queries against NetSuite
Pricing
Field Service is licensed as an add-on requiring at least one Service Cloud user license; published editions include Starter Suite ($25/user/mo), Pro Suite ($100/user/mo), Enterprise ($165/user/mo), Unlimited ($330/user/mo), and Agentforce 1 Service ($550/user/mo). Field Service Plus and Dispatcher/Technician Unlimited licenses are priced separately. Get an independent shortlist with pricing guidance below.
Technical & security
- Hosting
- SaaS (multi-tenant, built on Salesforce Hyperforce)
- Mobile app
- Yes
Alternatives to Salesforce Field Service in Field Service
Salesforce Field Service — frequently asked questions
Does Salesforce Field Service integrate with SAP?
Yes. Salesforce Field Service connects to SAP primarily through MuleSoft's Anypoint Connector for SAP and prebuilt integration templates for bidirectional customer and product data sync, and there are also third-party AppExchange adapters built specifically for SAP-to-Field-Service integration.
How does Salesforce Field Service connect to an ERP system?
Integration is typically handled through MuleSoft, Salesforce's own integration platform, which ships prebuilt Anypoint Connectors and templates for SAP, NetSuite and Microsoft Dynamics. Third-party AppExchange connectors from ISV partners are also available for specific ERP systems.
How much does Salesforce Field Service cost?
Field Service is sold as an add-on to Service Cloud on a per-user, annual-contract basis. Published editions start at $25/user/month (Starter Suite) and range up to $550/user/month (Agentforce 1 Service), with Field Service Plus and Unlimited Dispatcher/Technician licenses priced separately.
Does Salesforce Field Service work offline?
Yes. The Field Service mobile app for iOS and Android supports offline access, letting technicians view and update work orders, log parts used and generate service reports without a connection; data syncs automatically once the device reconnects.
Evaluating Field Service?
Tell us your ERP and requirements and we'll send an independent shortlist — including Salesforce Field Service and the best-fit alternatives — with honest pros and cons.