At a glance
- Industry
- Manufacturing
- Platforms
- Salesforce Sales Cloud, Salesforce Field Service
- Service
- Implementation, Optimization
- Results
- 37 work types skill-matched
The challenge
Dispatchers managed technician schedules in Outlook outside Salesforce, the native FSL scheduler had been installed but never configured, and complex multi-day installs required specific machine skills across large territories.
What we did
- A configured Gantt chart with status color-coding and service territories aligned to time zones
- Skills-based resource management across 37 work types and multiple machine specializations
- Automation to create service appointments from work orders and assign territories by address
- Travel-time calculations, multi-day scheduling, and custom absence management for flying technicians
The results
The manufacturer replaced manual Outlook scheduling with automated appointment creation, intelligent territory assignment, a visual Gantt interface, and skills-based matching — positioning field service to scale.
It looks like we have the capabilities that we want… this has been perfect.
Client, Manufacturing
Does this sound like your team?
- Dispatchers schedule technicians in Outlook calendars, so Salesforce never shows who is booked on which install.
- Field Service is installed, but the scheduler was never set up and nobody uses the dispatch console.
- Installs span several days and need a technician trained on a specific machine, and matching the right person is guesswork.
Where we would start
Start by defining work types and the skills each one requires, because skill-based matching depends on that list being accurate. Then set service territories and operating hours by time zone, and configure multi-day scheduling for long installs. Automation that creates service appointments from work orders and assigns territory by address removes manual steps. Once the Gantt reflects real data, dispatchers can retire the shared calendar.