Salesforce Field Service: what it is, pricing

Salesforce Field Service is the Salesforce product for managing field service: it schedules visits, dispatches technicians, tracks parts and assets and puts the work order on the phone of the person doing the job, all on the same customer and case data as the CRM. In 2026 the product was renamed Field Service and Operations and gained Agentforce AI agents for the customer, the dispatcher and the technician.

For a company with hundreds of in-house and contracted technicians, Field Service solves a problem that spreadsheets, phone calls and a ticketing system cannot solve together: deciding, every hour, who goes where, with which skill, with which part and within which contracted deadline. That decision defines travel cost, first-time fix rate and the experience of the customer waiting at home.

This guide explains what Field Service is, how it works on the inside, what Agentforce adds, how much each license costs, which contract rules catch companies by surprise and how to run the implementation. If your operation is still at the previous stage, organizing cases, channels and SLAs, start with the guide to Service Cloud: Field Service is built on top of it.

What is Salesforce Field Service?

Salesforce Field Service, now sold as Field Service and Operations, is the Salesforce field service management platform. It brings together work orders, scheduling and route optimization, a dispatch console, inventory and asset tracking and a mobile app that works offline on iOS and Android. It runs on the Salesforce platform in the Enterprise, Unlimited and Developer editions, requires at least one Service Cloud license and is licensed by role: dispatcher, technician and contractor. With Agentforce, AI agents book visits with the customer, summarize the schedule for the dispatcher and prepare the technician before each job.

Salesforce defines the product as an AI-powered platform to manage and optimize frontline field work, from repairs and inspections to on-site services. In practice, it covers four fronts that in many companies live in separate systems: planning the work, choosing who performs it, executing it in the field and tracking what was spent in time, parts and travel.

Why the name has changed so many times

The product was born as Field Service Lightning, became Salesforce Field Service, then Agentforce Field Service, and today appears on the commercial pages as Field Service and Operations. The help documentation uses the full form, Agentforce Field Service and Operations, and warns that the old name still shows up in screens and articles. The certification followed: since July 24, 2026 it has been called Salesforce Certified Agentforce Field Service and Operations Consultant.

For the buyer, what matters is knowing that the four names refer to the same product. The acronym FSL, inherited from the first name, lives on in managed package objects and in the vocabulary of implementers. When a consultant says FSL, a proposal mentions Agentforce Field Service and the price list shows Field Service and Operations, it is the same thing.

How does Field Service work?

Field Service works in three layers: the core features, which are standard platform objects; the managed package, which adds the scheduling engine and the dispatcher's screen; and the mobile app, which delivers the work to the technician. All three are available in the Enterprise, Unlimited and Developer editions.

Layer	What it delivers	Who uses it
Core features	Standard objects: work orders, service appointments, resources, territories, inventory, maintenance plans	Administrators, customer service, planning
Managed package	Guided setup, scheduling console, optimizer and scheduling policies	Dispatchers and supervisors
Mobile app	Field Service Mobile app for iOS and Android, with offline operation, parts, customer signature and service report	In-house technicians and contractors

The data model that underpins everything

Field Service is, before any screen, a data model. Whoever understands the objects below understands the product, and whoever designs these objects poorly spends the whole project fixing the schedule.

Object	What it represents	Why it matters
Work Order	The work to be performed for a customer	It is the record of the service: it links customer, asset, case and contract
Work Order Line Item	A subtask within the order	Lets you measure and price the stages of a single service
Work Type	A template that standardizes orders	Defines duration, skills and parts for a repetitive service
Service Appointment	The visit scheduled to perform the work	It is what the engine schedules and what the technician sees on the phone
Service Resource	The user or crew that performs the work	Carries skills, territory and availability
Service Crew	A group of resources that works together	Schedules the crew as a single unit
Service Territory	The region where resources operate	Supports hierarchy and limits who can be assigned where
Operating Hours	Working and service windows	Defines when the technician works and when the customer can be visited
Skill	A competency or certification held by the resource	Prevents sending the wrong person to the job
Location and Product Item	A warehouse, van or plant and the inventory stored there	Tells whether the technician has the part before the visit
Maintenance Plan	A preventive maintenance schedule	Generates recurring work orders for the covered assets
Scheduling Policy	A set of work rules and service objectives	Translates business priority for the scheduling engine

The most frequent confusion is between work order and service appointment. The work order describes what needs to be done. The service appointment describes when and by whom. A three-day installation is one order with several appointments, and a return visit because of a missing part is a second appointment on the same order. Treating the two as a single record destroys the first-time fix indicator.

It is also worth knowing that some of these objects exist on the platform even without Field Service enabled: asset, service contract, entitlement, product, work order and work order line item. A small operation can log work orders in Service Cloud without licensing scheduling. What Field Service adds is the engine that decides the schedule.

Scheduling and optimization

Scheduling is governed by the scheduling policy, which combines work rules with service objectives. The rules eliminate whoever cannot take the job: outside the territory, without the required skill, absent, outside working hours. The objectives rank whoever is left: least travel, the customer's preferred technician, service as soon as possible. The weight of each objective is a business decision, not a configuration one.

The current engine is Enhanced Scheduling and Optimization, which runs on Hyperforce infrastructure. Besides scheduling visit by visit, it optimizes the entire schedule of a territory, groups nearby appointments into bundles for a single technician and works with forecasting and capacity planning.

From the dispatch console to the Scheduling Console

The dispatcher works on a screen that combines a Gantt chart, the appointment list and the map. That screen is changing generations. With Winter '27, new customers receive the Scheduling Console as the default experience and no longer have access to the classic dispatch console. Existing customers keep their current access, but the product evolves in the new console.

What Winter '27 delivered in the Scheduling Console shows where the operation is heading:

• Long-term planning. A view of up to six months, with two-week and one-month layouts and up to three custom views.
• Complex work chains. Dependent appointments appear linked on the Gantt, and moving the anchor appointment shifts the following stages.
• Multi-day appointments. The bar is split into work, travel, weekend, holiday and absence, and utilization counts only the hours worked.
• Appointment bundles. The dispatcher groups related visits and dispatches the set as a single unit, right on the Gantt.
• Holidays and colors. Holidays appear as non-working time per territory, and color palettes highlight SLA risk, work type and customer category.
• Productivity. Drag from the list or the map to the Gantt, keyboard shortcuts, right-click menu, filter by crew and expanded search.

The mobile app

Field Service Mobile is an app for iOS and Android designed to work without a connection. The technician updates the work order, logs consumed parts, collects the customer's signature and generates the service report even in a basement or a rural area, and the app syncs when the network returns. Dynamic forms, GIS map layers and Lightning Web Components in offline mode let you adapt the screen to the type of service.

Three Winter '27 changes affect whoever administers the app. Flows now run on a native architecture, with faster loading and a visual change on existing screens, in a gradual rollout. Refresh token rotation issues a new token at each authentication, which renders a stolen token useless and requires keeping the app up to date on devices. And native GIS now supports ArcGIS Enterprise, for those who need to keep geographic data in-house.

What does Agentforce do in field service?

Agentforce acts at three points of the field operation: it talks to the customer to book the visit, helps the dispatcher close the schedule and prepares the technician before and after the job. It is the same agent platform described in our guide to Agentforce, applied to the Field Service objects.

For whom	What the agent does
Customer	Books, changes and cancels visits on any channel, 24 hours a day. The outreach agent contacts the customer to reschedule, offer maintenance, send interactive reminders and ask for confirmation
Dispatcher	Summarizes the schedule, creates list filters from natural language, finds and fills gaps and locates parts
Test	Delivers a summary before the visit, searches the knowledge base, guides diagnosis from images and writes the summary after the job

The interactive reminder deserves the attention of whoever runs the operation. A missed visit because the customer was not home is pure cost: paid travel, an occupied window and a second appointment in the queue. An agent that confirms attendance and handles the cancellation before the technician leaves attacks that cost at the source.

On the technician's side, voice shortens the administrative work. The agent can be triggered through Siri, and Field Voice brings the spoken summary before the visit and the dictated notes afterward into the mobile app.

The operations layer completes the picture: an operations home page built with Tableau Next, Field Service Intelligence with indicators such as first-time fix rate and technician utilization, capacity planning and an asset health score. With data from Data 360, the product predicts an asset's need for service before it fails.

How much does Salesforce Field Service cost?

Field Service is licensed per user, per month, billed annually. The dispatcher license and the technician license cost US$175 each in Enterprise Edition, and the bundles that combine field service, Service Cloud and Sales Cloud range from US$250 to US$650. The figures below are the list prices published by Salesforce Brazil.

License	List price	For whom
Dispatcher	US$175 per user per month	Dispatchers and supervisors who build the schedule
Technician	US$175 per user per month	In-house technicians who use the mobile app
Contractor Plus	US$80 per user per month or US$32 per login	Contractors with access to the schedule and the app
Field Service+ Core	US$250 per user per month	Dispatcher and technician with Service Cloud, Sales Cloud and Slack in the same bundle
Field Service+ Advanced	US$450 per user per month	The same bundle with more features and more AI credits
Field Service Max	US$650 per user per month	The complete bundle, with Agentforce for field service, remote video assistance and asset lifecycle management

In Unlimited Edition, the dispatcher and technician licenses cost US$330 per user per month, and the Plus bundle, US$380. The Core, Advanced and Max bundles include the Premier support plan.

A list-price calculation helps with sizing. An operation with 20 dispatchers and 300 in-house technicians, all on the US$175 license, adds up to US$56,000 per month, or US$672,000 per year, before contractors, add-ons and negotiation. That is why license design comes before the proposal: who needs the full license, who can be a contractor billed per login and who only views data make a difference of hundreds of thousands of dollars in a three-year contract. The general reasoning on editions and contracts is in the guide to how much Salesforce costs.

The license rules that catch you by surprise

Four contract rules change the solution design and show up too late in many projects:

1. Field Service requires Service Cloud. The org needs at least one Service Cloud user license. The Plus bundle meets this requirement on its own.
2. No dispatcher, no schedule. Technicians and contractors need at least one Dispatcher license in the org to use the scheduling tool.
3. Dispatchers and technicians are not service agents. The Dispatcher and Technician licenses cannot be used in contact center and case management applications. Whoever both handles cases and dispatches needs the Plus bundle or a Service Cloud license.
4. The scheduling agent consumes credits. On the Dispatcher, Technician and Contractor Plus licenses, the agent that books visits with the customer requires Flex Credits. The bundles already include a balance per org: 500,000 credits in Core, 1 million in Advanced and 2.75 million per year in Max.

Add-ons

Add-on	List price	What it adds
Agentforce for Field Service and Operations	US$125 per user per month	Assistive AI for dispatchers and technicians, unmetered use of the internal agent and the operations layer with Tableau Next
Asset Service Lifecycle Management	US$75 per user per month	Management of the asset lifecycle and the associated service
Visual Remote Assistant	US$50 per user per month	Remote video support between expert, technician and customer
Appointment Assistant	US$25 per user per month	Arrival notice and visit tracking for the customer
Connected assets	US$15,000 per org per month	Connected asset data feeding the operation

Field Service AI can be purchased in three ways: per user, with unmetered internal use; by consumption, in Flex Credits; or in an enterprise bundle that combines the two. Customers on Enterprise Edition or above access the features at no cost through Salesforce Foundations, and the product is available in Developer Edition.

What does the Forrester study show about return?

The Forrester Total Economic Impact study, commissioned by Salesforce, calculated a return of 195% over three years for a composite organization built from five interviewed companies. Benefits totaled US$13.2 million against US$4.5 million in costs, with a net present value of US$8.7 million.

Source of the benefit	Value over three years
Productivity gains, with automation covering more than 50% of scheduling needs	US$5.9 million
Savings from retiring legacy solutions	US$3.7 million
Additional revenue margin	US$2.6 million
Avoided labor costs	US$1.1 million

Two operational indicators reported by the interviewed companies give the measure of the day-to-day effect: the no-show rate fell from a range of 10% to 15% down to 3%, and the first-time fix rate rose from 70% to 95% among certified technicians.

The number serves as an order-of-magnitude reference, not as a promise. The organization in the study is a model, and each company's result depends on the starting point: how much of the scheduling is manual today, how many legacy systems the project switches off and how reliable the skills, territories and inventory records are. The productivity gain, which is the largest share, only appears when the engine schedules on its own, and the engine only schedules on its own with good data.

When does Field Service make sense?

Field Service makes sense when the company has large field teams, contracted service windows and a dependency on a specific part or skill to complete the job. Salesforce positions the product for telecommunications, energy and utilities, manufacturing, healthcare with medical devices, HVAC and construction.

The signs that the operation has gone past the point where a spreadsheet and a ticketing system can cope:

• The dispatcher builds the schedule from memory, and the operation stops when they are away.
• The technician arrives without the part or without the qualification, and the visit turns into a return trip.
• The customer calls to ask whether the technician is coming, because nobody is able to notify them.
• The contract SLA is checked after the breach, in a report, and not before, in the schedule.
• Contractors receive orders by message and send back evidence by photo, outside any system.
• The van inventory does not exist in the ERP, and the consumed part is only written off at the end of the month.

There is also the case where it does not make sense. A small team, with a stable schedule and simple service, is well served by work orders in Service Cloud and a shared calendar. The optimization engine pays for the license when there is enough volume and variability for the choice of who goes where to change the cost of the operation.

Field Service and ERP: where integration decides the project

Field Service controls the execution of the service, but parts, cost, billing and fixed assets remain in the ERP. The integration between the two is what separates a project that delivers indicators from a project that delivers screens.

The data model already anticipates the conversation. Location and Product Item represent the inventory of each warehouse and each van. Product Required states what the order demands, Product Consumed records what was used, and Product Request, Product Transfer and Return Order move parts between locations. The architecture decision is who owns each piece of data:

Data	Most common system of record	What flows
Product and parts master data	ERP	Products and prices to Salesforce
Inventory balance by location	ERP	Balance to Salesforce, consumption and transfers back
Installed assets and warranties	Salesforce or ERP, depending on the process	Installed base, contracts and warranty terms
Work order and time tracking	Salesforce	Hours, expenses and consumed parts for costing and billing
Service billing	ERP	Invoice and collection status for customer service

In large operations, with SAP, TOTVS or Oracle on the other side, this exchange goes through an integration layer, not through point-to-point connections. MuleSoft plays this role with reusable APIs for inventory, assets and billing, and the landscape of alternatives is in the guide to Salesforce integrations. The point that does not change is the timeline: inventory integration decided in the last sprint delays the go-live.

How to implement Field Service: a 7-step roadmap

A well-run Field Service implementation starts with the design of the operation and only then reaches configuration. The order below avoids the most expensive rework, which is redoing the schedule with the team already in the field.

1. Map the services before the objects. List the types of work, the real duration of each, and the skills and parts required. This is the input for work types and the basis of any capacity estimate.
2. Design territories and hours. Define the territory hierarchy, who can serve where and the operating windows of technicians and customers. A poorly designed territory is the most common cause of a bad schedule.
3. Register resources, skills and crews. Each technician becomes a service resource with skills, territory and availability. Contractors come in with the appropriate license and the same rigor in their records.
4. Start with a simple scheduling policy. A few work rules and two or three objectives with clear weights. Too many rules leave the engine without candidates, and the dispatcher goes back to scheduling by hand.
5. Settle inventory and ERP integration. Decide the system of record for each piece of data, model locations and vans and build the balance, consumption and billing integrations in parallel with configuration.
6. Pilot the mobile app with real technicians. Test offline mode in the places where the team actually works, adjust forms and Flows and validate signature and service report with real customers.
7. Turn on optimization and AI over clean data. Schedule optimization, the Agentforce agents and the Field Service Intelligence indicators come in after orders, durations and skills are reliable.

The managed package's guided setup and Salesforce Go speed up the initial registration of territories, resources and inventory. They shorten the mechanical part. The decisions in steps 1, 2 and 4 remain process decisions.

Mistakes that cost dearly

Mistake	Consequence	How to avoid it
Treating work order and service appointment as the same record	First-visit and return-visit indicators cease to exist	One order per service, one appointment per visit
Customizing managed package objects on your own	Scheduling and optimization start to behave unpredictably	Change these objects only with guidance from Salesforce
Sizing licenses without reading the usage rules	A dispatcher who also handles cases falls outside the contract	Map who handles cases, who dispatches and who executes before the proposal
Leaving offline for last	App rejected by the team in the first week	Pilot in the field from the first delivery
Turning on optimization over bad records	An automatic schedule worse than the manual one, and loss of trust in the product	Clean up durations, skills and territories first
Planning around the classic dispatch console	Training and customizations redone at migration	Treat the Scheduling Console as the destination from the design stage
Keeping the mobile app out of date on devices	Authentication failures and a security gap with old tokens	An update policy and device management

What changes after go-live?

After go-live, Field Service keeps changing three times a year with the Salesforce releases, and it also gains features between one release and the next. The Winter '27 notes show the pace: scheduling console updates landed in August, September, October and November, and the desktop and the mobile app have their own patch notes.

For an operation in the field, this has a practical effect. A Flow screen that changes appearance, a console that gains a new filter or an authentication rule that takes effect reaches hundreds of technicians at once. Whoever supports the product needs to read the notes, test in a sandbox and brief the team beforehand, the same way we cover in the guide to Winter '27. It is also during managed support that the scheduling policy matures: the weights of the objectives are revised with the real indicators from the first months.

How WeeNow delivers

WeeNow is an official Salesforce partner and serves enterprise operations in implementation, consulting and managed support. In Field Service, the work starts with a diagnosis of the field operation and the license design, moves on to implementation with ERP integration and continues with support after go-live, with release tracking and evolution of the schedule. For those who already have the product and do not see the expected result, consulting starts with a review of territories, scheduling policies and record quality, which is where most of the gain is stuck.

Frequently asked questions about Salesforce Field Service

What is Salesforce Field Service?

It is the Salesforce product for field service management. It brings together work orders, scheduling and optimization, a dispatch console, inventory and asset tracking and an offline mobile app, on the same customer and case data as the CRM. Today it is sold as Field Service and Operations.

Are Field Service, Field Service Lightning and Field Service and Operations the same thing?

Yes. The product was called Field Service Lightning, then Salesforce Field Service, then Agentforce Field Service, and today it appears as Field Service and Operations. The documentation uses Agentforce Field Service and Operations. The acronym FSL, from the first name, remains in use among consultants and in managed package objects.

How much does Salesforce Field Service cost?

In Enterprise Edition, the Dispatcher and Technician licenses cost US$175 per user per month each, and Contractor Plus costs US$80 per user per month or US$32 per login. The Field Service+ Core, Field Service+ Advanced and Field Service Max bundles cost US$250, US$450 and US$650 per user per month. Billing is annual.

Does Field Service require Service Cloud?

Yes. The org needs at least one Service Cloud user license, and Service Cloud customers need at least one Dispatcher license to use scheduling. The Plus bundle meets both requirements.

What is the difference between a work order and a service appointment?

The work order describes the service to be performed for the customer. The service appointment is the visit scheduled to perform it, with date, duration and assigned resource. An order can have several appointments, as in a multi-day installation or a return visit because of a missing part.

Does the Field Service app work offline?

Yes. Field Service Mobile, for iOS and Android, was designed to operate without a connection. The technician updates orders, logs parts, collects a signature and generates a service report, and the app syncs when the network returns.

What does Agentforce do in Field Service?

Agentforce books, changes and cancels visits with the customer on any channel, sends reminders and asks for confirmation, summarizes the schedule and fills gaps for the dispatcher, and gives the technician a summary before the visit, knowledge search, image-guided diagnosis and a summary after the job. The per-user add-on costs US$125 per month.

Can contractors use Field Service?

Yes. The Contractor Plus license gives the contractor access to the schedule and the app, for US$80 per user per month or US$32 per login. The org must have at least one Dispatcher license for technicians and contractors to use the scheduling tool.

Does Field Service integrate with the ERP?

Yes, through APIs and through integration layers such as MuleSoft. The usual design keeps products, inventory balance and billing in the ERP and work orders, time tracking and consumed parts in Salesforce, with data exchanged in both directions.

Is the classic dispatch console going away?

New customers have received the Scheduling Console as the default since Winter '27 and do not have access to the classic console. Existing customers keep their current access. Since product updates land in the Scheduling Console, it is worth treating the new console as the destination in any project.

In which editions is Field Service available?

The core features, the managed package and the mobile app are available in the Enterprise, Unlimited and Developer editions.

Sources

• Salesforce Brazil. Field Service and Operations: product page, updated on October 22, 2026.
• Salesforce Brazil. Field Service and Operations pricing, updated on September 10, 2026.
• Salesforce. Agentforce for Field Service Pricing, updated on July 13, 2026.
• Salesforce Help. Agentforce Field Service and Operations: overview, editions and what is included, Winter '27 release.
• Salesforce Help. Field Service Objects: standard objects and managed package objects, Winter '27 release.
• Salesforce Help. Winter '27 Release Notes: Field Service (Scheduling Console, Field Service Mobile and Agentforce for Field Service), with changes published from August to November 2026.
• Salesforce Help. Certification Name Changes FAQ, knowledge article 005298915.
• Salesforce (The 360 Blog). 195% ROI In Field Service? Here's How They Did It, April 29, 2026, on the Forrester Consulting Total Economic Impact study commissioned by Salesforce.