Customers don’t care about your internal departments—they care about outcomes. They expect their issues to be resolved seamlessly, whether handled by a call center agent or a field technician.

The real magic happens when Salesforce Service Cloud and Field Service work together.

Benefits of Service Cloud + FSL Integration

1. Case-to-Work Order Flow

• Cases logged in Service Cloud automatically generate Field Service work orders.

2. Real-Time Visibility

• Agents see technician updates instantly, enabling proactive communication.

3. End-to-End SLA Tracking

• SLA compliance maintained across both support and field.

4. Customer Satisfaction

• Customers get consistent updates from one unified system.

Industry Examples

• Telecom: Call center logs outage → Technician dispatched → Updates synced back.
• Healthcare: Service request logged → Field technician maintains equipment → SLA tracked.
• Utilities: Fault reported → Auto-work order → Compliance proof shared instantly.

Challenges

• Mapping Service Cloud Case objects with FSL Work Orders.
• Maintaining SLA continuity across systems.
• Training agents and technicians on connected workflows.

Best Practices

• Start with case-to-work order integration, then scale.
• Use platform events for real-time sync.
• Monitor customer satisfaction KPIs (CSAT, NPS) post-integration.

Why Perigeon?

• Delivered Service Cloud + FSL integrations for telecom, healthcare, and utilities.
• Salesforce Partner with strong expertise in both clouds.
• End-to-end implementation: design → build → support.