In today’s on-demand world, customers expect fast, efficient, and personalized support—whether they’re interacting online or at their doorstep. Salesforce offers the perfect combination through Service Cloud and Field Service—a unified platform that empowers businesses to deliver seamless service experiences both remotely and in the field.

 

💡 What is Salesforce Service Cloud?

Salesforce Service Cloud is a digital customer service platform that empowers your support teams to manage cases, provide omni-channel support, leverage AI, and automate workflows.

 

Key Features:

• Case Management
• Knowledge Base & Self-Service Portals
• Omni-Channel Routing
• AI-powered Service Bots
• Entitlement & SLA Management
• Real-time Customer 360

🛠️ What is Salesforce Field Service?

Field Service (formerly Field Service Lightning) extends the power of Service Cloud by managing on-site support through intelligent scheduling, mobile workforce optimization, and asset tracking.

 

Key Features:

• Work Order Management
• Smart Appointment Scheduling
• Technician Mobile App (iOS/Android)
• Offline Access for Field Agents
• Asset & Inventory Tracking
• Real-time Technician Location & ETA

🚀 Why Combine Service Cloud + Field Service?

Feature	Benefit
Unified Service Console	Centralized view of cases, assets, and appointments
Intelligent Dispatching	Route the right technician with the right skills at the right time
Mobile-First Workforce	Empower field technicians with guided workflows and live data
Real-Time Updates	Customers and agents stay informed through live status alerts
Increased First-Time Fix Rate	Smart scheduling and inventory ensure faster resolutions

 

🏗️ Real-World Use Case:

Industrial Equipment Service
A customer reports a malfunctioning machine via the support portal. A case is created in Service Cloud, and based on the asset and location, Field Service automatically assigns the nearest technician with the required skills.

The technician receives the job on the mobile app, completes the repair, and captures customer feedback—all on-site.

The result?
✅ First-time fix
✅ SLA met
✅ Happy customer

 

🤝 How Perigeon Software Helps

As a Salesforce Consulting and Reseller Partner, Perigeon Software delivers full-cycle implementation and optimization of both Service Cloud and Field Service.

 

🔹 What We Offer:

• Tailored implementation for B2B and B2C service models
• Asset hierarchy and entitlement setup
• Field agent app customization with offline capabilities
• Real-time integrations with ERP/Inventory systems
• AI-based scheduling and dispatch optimization
• Post-implementation support & training

We help industries like manufacturing, utilities, medical devices, facility management, and more to reduce costs, boost technician efficiency, and increase CSAT.

 

📩 Connect with us at sales@perigeon.com to see how we can streamline your service operations.

The combination of Salesforce Service Cloud and Field Service provides the agility, intelligence, and scale needed to meet customer expectations—wherever they are.

 

With Perigeon Software as your implementation partner, you can transform your support and field operations into a powerful service ecosystem.