{"id":2567,"date":"2018-07-18T15:55:15","date_gmt":"2018-07-18T15:55:15","guid":{"rendered":"https:\/\/devbloglavaprotocols.nityo.in\/learning-how-to-deliver-better-on-site-support-with-field-service-lightning\/"},"modified":"2026-06-12T10:15:24","modified_gmt":"2026-06-12T10:15:24","slug":"learning-how-to-deliver-better-on-site-support-with-field-service-lightning","status":"publish","type":"post","link":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/learning-how-to-deliver-better-on-site-support-with-field-service-lightning\/","title":{"rendered":"Deliver Better On-Site Support with Field Service Lightning"},"content":{"rendered":"<div style=\"margin-top: 0px; margin-bottom: 0px;\" class=\"sharethis-inline-share-buttons\" ><\/div><p><span style=\"font-weight: 400;\">Customer demands today are skyrocketing. They expect faster, better, and personalised services. <\/span><\/p>\n<p><!--more--><\/p>\n<p><span style=\"font-weight: 400;\">Aware of the pressure that customer service teams face, Salesforce introduced Service Cloud. Among some of its features include process automation, faster case resolution, and omni-channel routing. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Coupled with Service Cloud is a new platform called Field Service Lightning which was built specifically to manage a mobile workforce and to deliver better on-site support.<\/span><\/p>\n<div class=\"wp-caption aligncenter\" id=\"attachment_10036\" style=\"width: 310px\">\n<p class=\"wp-caption-text\" id=\"caption-attachment-10036\"><em>From left are Jess Ng, Aishath and Jasraj. <\/em><\/p>\n<\/div>\n<p><span style=\"font-weight: 400;\">To further understand the technical aspects of the platform, our business\u00a0<\/span>analysts, Jasraj Sandhu and Jess Ng, and commercial engagement director, Aishath Inaya, attended a two-day workshop in Bangkok.<\/p>\n<p><span style=\"font-weight: 400;\">According to Jasraj, what was unique about the workshop was the hands-on experience they received. Participants were given a practical use case where they learnt how to deal with customers, how the system matches cases to agents, and how to deploy end-to-end solutions. He especially found the experiences shared by the trainer to be useful.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the highlights of the workshop was when our director, Aishath, received a Star Performer award for her notable performance throughout the workshop.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Salesforce Service Cloud Field Service Lightning (FSL) Fast Path Workshop from July 18-19 covered the following:<\/span><\/p>\n<p><b>Day 1<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Intro to Field Service Lightning<\/span><\/li>\n<li><span style=\"font-weight: 400;\">High Level Architecture<\/span><\/li>\n<li><span style=\"font-weight: 400;\">End to End Demo<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Short Entrance Test<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Discovery sessions \u2013 \u201cGreen Energy Solutions\u201d \u2013 Day 1<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Service Territories<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Licenses &amp; Resources<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Skills and Work Types<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Scheduling Policies<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Appointment Booking<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Emergency Dispatch<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Q&amp;A<\/span><\/li>\n<\/ul>\n<p><b>Day 2<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Discovery sessions \u2013 \u201cGreen Energy Solutions\u201d \u2013 Day 2 (Advanced)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Contractors &amp; Relevance Groups<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Service Life Cycle<\/span><\/li>\n<li><span style=\"font-weight: 400;\">In-Door Service Business Line<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Sharing<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Scheduling &amp; Optimization<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Inventory Management<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Mobile<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Preventative Maintenance<\/span><\/li>\n<li><span style=\"font-weight: 400;\">FSL APIs<\/span><\/li>\n<li><span style=\"font-weight: 400;\">FSL Administration<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Final Scheduling Exercise<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Closing Test<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Q&amp;A, Roadmap and Feedback<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">Lava is an<\/span><\/i><a href=\"https:\/\/lavaprotocols.com\/salesforce-crm\/\"> <i><span style=\"font-weight: 400;\">authorised Salesforce Partner<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> in Malaysia and has more than a decade of experience in cloud solutions which includes marketing automation, CRM implementation, change management, and consultation. We pride ourselves in not just being a CRM partner but in also understanding the needs of our customers and taking their business to the next level.<\/span><\/i><\/p>\n<p><script type=\"text\/javascript\">\npiAId = '418952';\npiCId = '56152';\npiHostname = 'pi.pardot.com';<\/p>\n<p>(function() {\n\tfunction async_load(){\n\t\tvar s = document.createElement('script'); s.type = 'text\/javascript';\n\t\ts.src = ('https:' == document.location.protocol ? 'https:\/\/pi' : 'http:\/\/cdn') + '.pardot.com\/pd.js';\n\t\tvar c = document.getElementsByTagName('script')[0]; c.parentNode.insertBefore(s, c);\n\t}\n\tif(window.attachEvent) { window.attachEvent('onload', async_load); }\n\telse { window.addEventListener('load', async_load, false); }\n})();\n<\/script><\/p>\n<p><span class=\"et_bloom_bottom_trigger\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Coupled with Service Cloud is Field Service Lightning which was built specifically to manage a mobile workforce and to deliver better on-site support.<\/p>\n","protected":false},"author":1,"featured_media":2568,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[53],"class_list":["post-2567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-events"],"jetpack_featured_media_url":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-content\/uploads\/2024\/10\/WhatsApp-Image-2018-08-01-at-5_25_20-PM.jpeg","_links":{"self":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2567","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/comments?post=2567"}],"version-history":[{"count":1,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2567\/revisions"}],"predecessor-version":[{"id":3002,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2567\/revisions\/3002"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media\/2568"}],"wp:attachment":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media?parent=2567"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/categories?post=2567"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/tags?post=2567"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}