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How to Optimize Field Service Work with Martin Humpolec

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Manage episode 347645475 series 3357661
Вміст надано Cirrus Insight and Kristi Campbell. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Cirrus Insight and Kristi Campbell або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.

Episode Description

When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.

But Field Service does so much more. Its easy optimization allows easy connectivity to other programs like Sales Cloud, so your technicians can upsell customers on the job.

And purchasable consoles for positions like contractors and dispatchers are fully loaded with tools to make your team’s life easier and your customers happier.

On this episode of Serious Insights for Salesforce Admins, Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, talks all things Field Service with Martin Humpolec, Senior Salesforce Consultant at PwC Czech Republic.

Listen to this episode to learn:

  • How Field Service optimizes scheduling
  • How to use Field Service to work with contractors
  • Why industry experience will help you learn Field Service

##

Episode Summary

When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.

But Field Service does so much more. Let’s say you’re getting new blinds installed for your windows. Field Service can dispatch a service worker to come to your home to measure your windows — and upsell the customer on a set of blinds while there. That sale will be sent back to Sales Cloud, and a salesperson will be scheduled to come out for the install.

From sales to scheduling technicians and even hiring contractors — it’s all done easily within Field Service.

It’s also easy to implement and use, especially for admins already experienced in the industry. For those without experience, they can try the Field Service game available through Trailhead, or hire someone like Martin Humpolec, a Salesforce consultant at PwC Czech Republic.

“If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them,” Martin says. “The technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

Martin joined Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights for Salesforce Admins to talk about the ins and outs of Field Service.

##

Key Takeaways

Field Service accounts for — and optimizes — everything.

Salesforce’s Field Service extension for Service Cloud does more than just help your company dispatch service workers. It allows you to create a smoother and more pleasant experience for both the customer and your team.

That’s because Field Service accounts for everything — the time it takes for a technician to travel to the destination, conduct the job and take care of the paperwork after the job is done. Purchasable consoles for specific roles like dispatchers and technicians make it easy to optimize schedules and solve unexpected problems.

Field Service is for more than just dispatching technicians.

Field Service simplifies your life. When you purchase the extension, it includes all other clouds and options you might need, and easily optimizes with other clouds you might already own.

This allows your company to do so much more than just provide service. For example, if a technician is dispatched to measure a customer’s windows for blinds, they could also upsell the customer on the spot through Sales Cloud.

For aspiring Field Service admins, industry experience helps.

Field Service isn’t a program that general Salesforce admins would necessarily learn as an add-on to their Salesforce proficiency. It’s niche — and not as many companies buy it.

That’s why it makes sense for those who already have industry experience to become a Field Service admin. It also helps to have a background in how the industry works, since you will be dealing with things like scheduling and dispatching technicians and, at times, working directly with customers.

##

Featured Guest: Martin Humpolec of PwC Czech Republic

💥 What he does: Salesforce Senior Consultant at PwC Czech Republic, a professional services firm that offers consulting, strategy management and more.

💻 PwC Czech Republic on the web: Twitter | LinkedIn

🔗 Martin on the web: Twitter | LinkedIn | Trailblazer

🧠 Martin’s big idea: “If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation, because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

##

Episode Highlights

Key excerpts from the episode transcript

💡 What’s the difference between Field Service and Service Cloud?

[09:38] “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something you will not get with the Service Cloud. The case is just, okay, you have some SLA (service-level agreement), some milestones, but we don’t really account for the time it will take you to get to the customer. And that's the moment where the field service kicks in, because it can account for the time you will spend on the road. And it can also account for the time you need for the legal breaks between the jobs. And it can account for the time you need for the paperwork, after you finish the job, and all these scheduling things.”

💡 Field Service streamlines and optimizes scheduling.

[13:10] “[The customer] can schedule their own time. I would say the typical scenario — maybe also because of the existing workforce, and based on the licensing questions — is that you do have some agent who will speak to the customer, and they will schedule the job […] But then there is the optimization, which is usually announced before the day, which looks at the whole schedule and says, oh, but those two are neighbors. So if the technician is there, it makes sense if they can join, because it will be cheaper for everyone and better. And then during the day, the technician is quicker or slower, you need to either optimize or postpone the meetings they have in the afternoon. Or maybe they will have time for one extra.”

💡 Field Service isn’t just for technicians.

[26:25] “It's not just about the technicians. Even Field Service has an extension that the technician can do some upsell, which goes back to Sales Cloud. So from this perspective, you can give it to the salespeople as well. And if you have all those salespeople who are driving across perhaps to get the orders, or you have the salespeople who measure the window and the door, or pools and these kinds of things, they can use it as well, because it will really schedule the appointments in the most optimal way […] Technician[s], they do have the regular check-ins of lifts, for example. So that's something which you can, again, automate with the Field Service, because you just say what's the maintenance period, and it will automatically schedule the service appointments so you don't need to think about it.”

💡 Contractors can still be used in Field Service.

[32:10] “What we usually see is that when you have an internal person, you really schedule the job per hour. You know where they will be at 10 and at 11, at 12. When you speak about the contractors, you can set up the system in a way that you don't really care — the contractor will just give you 40 hours a week of their capacity, and you will schedule 40 hours a week of work […] And also, you can even extend the dispatcher to the external people. So your internal dispatchers don't really care about who will do it from the contractor side, they just know that it has been given to the contractor.”

💡 For aspiring Field Service admins, experience in the field may help.

[38:40] “Potentially, there is big knowledge in the territory planning and in the scheduling policy, what might be more important, and how to balance it, and how to specify the work types and how precise to be with the scales and all these kinds of things. So potentially, if you do have the experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation. Because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

Top Quotes:

[9:37] Martin: “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something you will not get with the Service Cloud.”

[13:55] Martin: “Whenever the technician has a problem, they will contact the dispatcher to solve it […] They can do the optimization upfront. So the scheduling is a big part of Field Service. And I would say it's one of the main added values of the product.”

[35:14] Martin: “I would say that the Field Service really simplifies your life because the license you paid for the field service includes all the other clouds you might potentially need.”

  continue reading

16 епізодів

Artwork
iconПоширити
 

Архівні серії ("Канал неактуальний" status)

When? This feed was archived on May 21, 2023 15:25 (10M ago). Last successful fetch was on February 21, 2023 12:10 (1y ago)

Why? Канал неактуальний status. Нашим серверам не вдалося отримати доступ до каналу подкасту протягом тривалого періоду часу.

What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.

Manage episode 347645475 series 3357661
Вміст надано Cirrus Insight and Kristi Campbell. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Cirrus Insight and Kristi Campbell або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.

Episode Description

When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.

But Field Service does so much more. Its easy optimization allows easy connectivity to other programs like Sales Cloud, so your technicians can upsell customers on the job.

And purchasable consoles for positions like contractors and dispatchers are fully loaded with tools to make your team’s life easier and your customers happier.

On this episode of Serious Insights for Salesforce Admins, Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, talks all things Field Service with Martin Humpolec, Senior Salesforce Consultant at PwC Czech Republic.

Listen to this episode to learn:

  • How Field Service optimizes scheduling
  • How to use Field Service to work with contractors
  • Why industry experience will help you learn Field Service

##

Episode Summary

When we think of field service work, we usually think of the cable guy or someone coming to turn on the power at our home. That’s the most obvious use case for Salesforce Field Service, an extension for Service Cloud.

But Field Service does so much more. Let’s say you’re getting new blinds installed for your windows. Field Service can dispatch a service worker to come to your home to measure your windows — and upsell the customer on a set of blinds while there. That sale will be sent back to Sales Cloud, and a salesperson will be scheduled to come out for the install.

From sales to scheduling technicians and even hiring contractors — it’s all done easily within Field Service.

It’s also easy to implement and use, especially for admins already experienced in the industry. For those without experience, they can try the Field Service game available through Trailhead, or hire someone like Martin Humpolec, a Salesforce consultant at PwC Czech Republic.

“If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them,” Martin says. “The technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

Martin joined Host Kristi Campbell, Senior Salesforce Admin & Salesforce MVP, on this episode of Serious Insights for Salesforce Admins to talk about the ins and outs of Field Service.

##

Key Takeaways

Field Service accounts for — and optimizes — everything.

Salesforce’s Field Service extension for Service Cloud does more than just help your company dispatch service workers. It allows you to create a smoother and more pleasant experience for both the customer and your team.

That’s because Field Service accounts for everything — the time it takes for a technician to travel to the destination, conduct the job and take care of the paperwork after the job is done. Purchasable consoles for specific roles like dispatchers and technicians make it easy to optimize schedules and solve unexpected problems.

Field Service is for more than just dispatching technicians.

Field Service simplifies your life. When you purchase the extension, it includes all other clouds and options you might need, and easily optimizes with other clouds you might already own.

This allows your company to do so much more than just provide service. For example, if a technician is dispatched to measure a customer’s windows for blinds, they could also upsell the customer on the spot through Sales Cloud.

For aspiring Field Service admins, industry experience helps.

Field Service isn’t a program that general Salesforce admins would necessarily learn as an add-on to their Salesforce proficiency. It’s niche — and not as many companies buy it.

That’s why it makes sense for those who already have industry experience to become a Field Service admin. It also helps to have a background in how the industry works, since you will be dealing with things like scheduling and dispatching technicians and, at times, working directly with customers.

##

Featured Guest: Martin Humpolec of PwC Czech Republic

💥 What he does: Salesforce Senior Consultant at PwC Czech Republic, a professional services firm that offers consulting, strategy management and more.

💻 PwC Czech Republic on the web: Twitter | LinkedIn

🔗 Martin on the web: Twitter | LinkedIn | Trailblazer

🧠 Martin’s big idea: “If you do have experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation, because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

##

Episode Highlights

Key excerpts from the episode transcript

💡 What’s the difference between Field Service and Service Cloud?

[09:38] “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something you will not get with the Service Cloud. The case is just, okay, you have some SLA (service-level agreement), some milestones, but we don’t really account for the time it will take you to get to the customer. And that's the moment where the field service kicks in, because it can account for the time you will spend on the road. And it can also account for the time you need for the legal breaks between the jobs. And it can account for the time you need for the paperwork, after you finish the job, and all these scheduling things.”

💡 Field Service streamlines and optimizes scheduling.

[13:10] “[The customer] can schedule their own time. I would say the typical scenario — maybe also because of the existing workforce, and based on the licensing questions — is that you do have some agent who will speak to the customer, and they will schedule the job […] But then there is the optimization, which is usually announced before the day, which looks at the whole schedule and says, oh, but those two are neighbors. So if the technician is there, it makes sense if they can join, because it will be cheaper for everyone and better. And then during the day, the technician is quicker or slower, you need to either optimize or postpone the meetings they have in the afternoon. Or maybe they will have time for one extra.”

💡 Field Service isn’t just for technicians.

[26:25] “It's not just about the technicians. Even Field Service has an extension that the technician can do some upsell, which goes back to Sales Cloud. So from this perspective, you can give it to the salespeople as well. And if you have all those salespeople who are driving across perhaps to get the orders, or you have the salespeople who measure the window and the door, or pools and these kinds of things, they can use it as well, because it will really schedule the appointments in the most optimal way […] Technician[s], they do have the regular check-ins of lifts, for example. So that's something which you can, again, automate with the Field Service, because you just say what's the maintenance period, and it will automatically schedule the service appointments so you don't need to think about it.”

💡 Contractors can still be used in Field Service.

[32:10] “What we usually see is that when you have an internal person, you really schedule the job per hour. You know where they will be at 10 and at 11, at 12. When you speak about the contractors, you can set up the system in a way that you don't really care — the contractor will just give you 40 hours a week of their capacity, and you will schedule 40 hours a week of work […] And also, you can even extend the dispatcher to the external people. So your internal dispatchers don't really care about who will do it from the contractor side, they just know that it has been given to the contractor.”

💡 For aspiring Field Service admins, experience in the field may help.

[38:40] “Potentially, there is big knowledge in the territory planning and in the scheduling policy, what might be more important, and how to balance it, and how to specify the work types and how precise to be with the scales and all these kinds of things. So potentially, if you do have the experience in this area, there's definitely a benefit, because you can really consult with the customer and advise them. And it's not just the technical implementation. Because I would say the technical implementation is potentially easy, but the business knowledge behind [it] might be tricky.”

Top Quotes:

[9:37] Martin: “Field Service focus[es] on the field, people in a field [who] need to travel to the job. That's something you will not get with the Service Cloud.”

[13:55] Martin: “Whenever the technician has a problem, they will contact the dispatcher to solve it […] They can do the optimization upfront. So the scheduling is a big part of Field Service. And I would say it's one of the main added values of the product.”

[35:14] Martin: “I would say that the Field Service really simplifies your life because the license you paid for the field service includes all the other clouds you might potentially need.”

  continue reading

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