Nowadays, every organization requires a cloud-based solution to help automate and streamline its services. If this is the case, you might be interested in Salesforce Field Service vs Service Cloud. We’ll compare the two Salesforce products and highlight some of the key differences in this blog post. We’ll also go over the features and benefits of each solution and discuss which one might be best for your company.
Salesforce Field Service is beneficial to organizations that have mobile field technicians to support their customers. Service Cloud is effective for businesses that sell services and/or products.
Keep reading to learn more about these two popular cloud-based solutions.
What are the Basic Differences Between Field Service vs Service Cloud?
Field Service
Field Service is an end-to-end, intelligent field service management solution that connects your agents, mobile employees, assets, and customers on a single platform to provide exceptional on-site service. Salesforce Field Service improves mobile service operations by delivering smarter and more personalized service from the phone to the field on a single platform.
Field Service gives you a complete view of the entire service chain. It provides your mobile technicians with the required data and workflows. It assists in delivering great sales and service, from appointment scheduling to customer delight.
Service Cloud
Service Cloud is designed for service agents and managers. The key functionality focuses on agent productivity, customer experience, and managing customer service problems through your company’s processes and service level agreements (SLAs).
Salesforce Service Cloud comes into play when we want to offer some facility and support to the clients. For example, instead of calling, create cases in which the client writes his problem.
What are the Differences in the Benefits of Salesforce Field Service vs Service Cloud?
| Field Service | Service Cloud |
|---|---|
| Field Service mainly includes: 1. Dispatch 2. Calendar 3. Roles 4. Booking 5. Employee Communication 6. Client Notifications 7. Field Sales 8. Reports & Analytics 9. Invoicing 10. CRM Integrations | Service Cloud is mainly for service agents and managers, including: 1. Service Cloud Console 2. Service Entitlements 3. Service Level Agreements 4. Visual SLA Timelines 5. Omnichannel Routing 6. CTI integration 7. Add-On: Live Messaging |
| A reduction in costs. Field Service enables the digitization of all paperwork and the alignment of forms in a single network. | With dynamic and adaptive screens, you can recommend actions and guide agents through processes. |
| Field Service Lightning has an interactive interface that allows your team to find and schedule field engineers to visit customers. | Connect data from all departments and back-end systems into one place for your agents to get a 360-degree view of each customer. |
| It integrates multiple systems into one place. | Use omnichannel routing. Automatically route cases to the agent with the most relevant skill set. |
| Resource optimization – Manage the fundamentals effectively, such as assigning and routing field personnel based on your level of expertise. (Learn how Einstein AI a smart assistant that helps in Efficient Field Service Routing.) | Make productivity tools like macros, keyboard shortcuts, and ready-to-use templates available to your agents. |
| Work Automation – Field Service ensures the smooth flow of tasks that take place outside of the workspace and work as a series of events. | Automated business processes with intelligent workflows |
| The proper scheduling of events to increase productivity | Service Cloud offers Web-to-case functionality |
Differences in Field Service and Service Clouds Pricing Plans
| Pricing Plan | Essentials (Monthly) | Professional (Monthly) | Enterprise (Monthly) | Unlimited (Monthly) |
| Service Cloud | $25 | $75 | $150 | $300 |
| Field Service | N/A | N/A | $200 | $300 |
Note: The pricing is mentioned for one user per month. The Salesforce license is paid annually, for an entire year upfront.
Salesforce Field Service Pricing
| Field Service Editions | Enterprise (user/monthly) | Unlimited (user/monthly) |
| Price | $200 | $300 |
| Features | It combines the capabilities of the Service Cloud, Sales Cloud, Dispatcher, and Field Technician. | It combines the capabilities of the Service Cloud, Sales Cloud, Dispatcher, and Field Technician. |
Salesforce Service Cloud Pricing Plan
| Sales Cloud Editions | Essentials (user/monthly) | Professional (user/monthly) | Enterprise (user/monthly) | Unlimited (user/monthly) |
| Price | $25 | $75 | $150 | $300 |
| Features | Basic telephony integration Case mapping Basic multi-channel Case management | Implementation of Service Contracts Enablement of Entitlements | Customized reporting via AI-based tools Web API | 24/7 toll-free Salesforce Support Configuration services Online training |
Rating Comparison Between Field Service & Service Cloud
| Field Service | Service Cloud | |
| Rating ( Based on Softwareadvice ) | 4.21/ 5 | 4.43/ 5 |
| Customer Preference | 1. Email/Help Desk 2. FAQs/Forum 3. Knowledge Base 4. Phone Support 5. 24/7 (Live Rep) 6. Chat | 1. Management of service tickets 2. Case creation 3. Email support 4. External & internal knowledge base 5. Customer portal 6. Social integration |
Read more: What are the key differences between Sales Cloud vs Service Cloud?
Common Features Comparison of Salesforce Field Service and Salesforce Service Cloud
Let’s look at what they have in common.
Customer Service Platform
Field Service offers businesses a single point of contact for all customer interactions, including support tickets, chat sessions, and phone calls. While Service Cloud provides businesses with a platform for managing all aspects of their customer service operations, from intake to resolution.
Work Automation
Field Service allows businesses to automatically track and analyze customer interactions to improve customer satisfaction rates and response time. Service Cloud allows businesses to automate customer service processes, such as ticket management, account management, and communication management. This can help reduce the time that is spent on manual tasks, freeing up resources to focus on more strategic initiatives.
Key Takeaways
Field Service and Service Cloud offer different capabilities depending on your specific business use cases. By choosing the platform that meets your needs, you can elevate customer interactions, in turn improving relations and satisfaction rate as you continue to deliver optimized services. If you are still in doubt which platform can best cater to your custom requirements, tap into our experts today! Schedule a 1:1 meeting with one of our certified experts and discover how we can help you digitally transform your business.
Author
Service Cloud/Field Service Specialist
Ali Zakir is a Salesforce consultant/advocate specializing in Service Cloud and Field Service. With 25 years of experience in IT business management and operations, Ali empowers organizations to go beyond solving complex customer challenges and meeting business requirements.
