Introduction
For many organizations, customer service and field service operations run on separate tracks. Service Cloud agents log cases, while Field Service teams manage scheduling and work orders.
When disconnected, this creates:
- Delays in dispatching technicians
- Lack of visibility for customer support teams
- Frustrated customers who repeat information
The solution? Integrating Salesforce Service Cloud with Field Service to create a single connected experience from first case to final resolution.
At Perigeon, we’ve implemented these integrations to give companies a 360° view of the customer journey, enabling faster responses and better service outcomes.
Why Service Cloud + Field Service Integration Matters
- Seamless Case to Work Order
A support case in Service Cloud flows directly into a Field Service work order. - Real-Time Updates
As technicians update tasks, Service Cloud reflects progress—keeping agents and customers informed. - Stronger SLAs
Cases linked to work orders ensure SLA tracking across support and field. - 360° Customer View
Agents see service history, technician notes, and work order outcomes all within Salesforce.
Key Integration Scenarios
- Case → Work Order → Support case auto-generates a work order for dispatch.
- Work Order Updates → Case Updates → Technician status updates sync into the support case.
- Knowledge Sharing → Field resolutions feed into Service Cloud Knowledge Base.
- Customer Communication → Agents proactively notify customers based on real-time technician updates.
Real-World Industry Use Cases
- Telecom → Customer raises outage case → Work order dispatched → Case auto-closes when issue resolved.
- Utilities → Fault reported via call center → Technician dispatched via FSL → Compliance documents linked back.
- Manufacturing → Service Cloud case logged for equipment issue → Field Service technician resolves → Updates synced.
Challenges in Integration
- Data Alignment → Mapping Case objects to Work Order objects.
- SLA Tracking → Ensuring SLA timelines carry across systems.
- Scalability → High case volumes require robust workflows.
Perigeon ensures smooth alignment by designing scalable architecture and robust process flows.
Why Perigeon?
- Certified Salesforce Partner with deep Service Cloud + FSL expertise.
- Delivered integrations across telecom, energy, manufacturing, and utilities.
- Expertise in flows, platform events, and middleware for large-scale operations.
Looking to unify your support and field service operations?
📩 Connect with Perigeon — we’ll help you design and implement a Service Cloud + Field Service integration tailored to your business.
