Salesforce Field Service (Formerly Field Service Lightning): Everything You Need to Know
Salesforce Field Service runs the work that happens away from the office: the visit, the technician, the part and the signature. This guide explains what it is today, how the data model, scheduling engine, dispatch consoles, mobile app and Agentforce fit together, what it costs, and how to set it up without the mistakes that make dispatchers go back to the whiteboard.
Key Takeaways
- Salesforce Field Service launched in 2016 as Field Service Lightning. Salesforce Help now calls it Agentforce Field Service and Operations, and salesforce.com calls it Field Service and Operations. It is the same product line, built on the Service Cloud platform.
- It has three parts: core objects such as work orders and service appointments, a managed package (namespace FSL) for scheduling, optimization and dispatch, and an offline-first mobile app for iOS and Android.
- Scheduling quality depends on configuration: territories, operating hours, skills, work types and scheduling policies. The Enhanced Scheduling and Optimization engine is gradually replacing the legacy optimizer.
- Agentforce adds Pre-Work Briefs, Post-Work Summaries, dispatcher assistance and autonomous appointment booking, each with its own licence requirement.
- List prices start at US$175 per user per month for dispatcher and technician licences (salesforce.com, October 2026). Plan the dispatch model before you configure anything.
What is Salesforce Field Service? Salesforce Field Service is Salesforce's field service management application, formerly called Field Service Lightning (FSL). It extends Service Cloud with work orders, service appointments, service territories, a scheduling and optimization engine, dispatch consoles and an offline-first mobile app. Call center agents, dispatchers and technicians all work on the same customer, case and asset records.
We first published this guide in 2023. This version is rebuilt from Salesforce Help, the Field Service Developer Guide, Trailhead and Salesforce's own product and pricing pages, checked in October 2026. It covers the current product names, the Scheduling Console, Enhanced Scheduling and Optimization, Agentforce for Field Service, current licensing, and a setup sequence that follows Salesforce's documentation. It is written for service operations leaders, Salesforce admins and IT teams at growing and mid-market companies that run technicians, installers or contractors, and for enterprise teams replacing an older field service tool.
What Is Salesforce Field Service, and What Happened to Field Service Lightning?
Field Service Lightning is the original name of the product that Salesforce now documents as Agentforce Field Service and Operations. Salesforce launched Field Service Lightning on March 15, 2016, built on Service Cloud, with scheduling and optimization features from ClickSoftware. The name has changed since, but the objects, the FSL managed package and the mobile app are the same product line, extended with each release.
Salesforce uses several names for it today, which confuses buyers. They all describe the same product:
| Name | Where you will see it |
|---|---|
| Field Service Lightning (FSL) | The 2016 launch name; still the managed package namespace (FSL) and the name most people search for |
| Salesforce Field Service | The name used for most of the product's life, and still used in many Help pages and in the apps |
| Agentforce Field Service and Operations | Salesforce Help, which notes it is "formerly known as Field Service" |
| Field Service and Operations | salesforce.com product and pricing pages; the top edition is "Agentforce 1 Field Service" |
Sources: the 2016 Field Service Lightning launch announcement, the Agentforce Field Service and Operations overview in Salesforce Help, and the FSL namespace reference. In this guide we use "Salesforce Field Service" throughout.
The three parts of the product
Core features
Standard objects switched on in Setup: work orders, service appointments, service resources, territories, operating hours, skills, maintenance plans, inventory and service reports.
Managed package
The FSL package adds Guided Setup, the dispatch console, scheduling policies, the scheduling optimizer and the booking actions. It needs Field Service licences.
Mobile app
The Field Service mobile app for iOS and Android, built offline-first, so technicians can see and update jobs without signal.
The work moves through the same high-level flow in every industry. A request arrives from a case, an opportunity, an asset, a maintenance plan, a contract or self-service. It becomes a work order, gets scheduled and optimized, is dispatched to a mobile worker, and is completed and closed with a service report.
A strong fit when you already run customers, cases or assets in Salesforce, your work needs skills, parts or time windows matched to the right person, visits span days or crews, and you want service, sales and field data in one place.
Think twice when you have a handful of technicians doing one job type in one area, nobody owns Salesforce administration, or your edition is below Enterprise. Field Service runs on Enterprise, Unlimited and Developer editions only, and plain work orders may cover simple needs.
Who Uses Salesforce Field Service, and What Does Each Role Need?
Six personas share the system: admins, call center reps, dispatchers, mobile workers, contractors and customers. Each uses a different interface and needs a different licence or permission set. Getting this map right early decides your licence count, your training plan and your security model, so build it before you build anything else.
| Persona | What they do | Main tool | Access they need |
|---|---|---|---|
| Admin | Configures territories, policies, work types, mobile settings | Field Service Admin app | Field Service Admin permission set; no Field Service licence needed for most objects |
| Call center rep | Takes requests, creates work orders from cases, books windows | Service Console, Book Appointment | Call Center Rep permissions (Book Appointment, Get Candidates, Emergency) |
| Dispatcher | Assigns, optimizes and fixes the schedule in real time | Scheduling Console or Classic Dispatch Console | Field Service Dispatcher licence |
| Mobile worker | Travels, does the work, logs parts, gets a signature | Field Service mobile app | Field Service Mobile and Scheduling licences (the Resource permission set) |
| Contractor | Third-party technician working your jobs | Mobile app or Experience site | Contractor or Contractor Plus, per user or per login |
| Customer | Books, tracks the technician, signs, pays | Experience site, Appointment Assistant | Field Service Self-Service or Guest User permissions |
Two details from Salesforce's permission set licence documentation catch teams out. Every user needs the Field Service Standard permission to see field service objects, though Field Service user licences already include it. And dispatchers and technicians cannot handle inbound customer calls, manage cases or do sales work without additional licences. The full list is in Salesforce's Field Service personas page.
What Are the Key Objects in the Salesforce Field Service Data Model?
The work order describes what must be done, the service appointment describes when and where it happens, and the service resource is who does it. Around those three sit the objects that make scheduling possible: work types, skills, service territories, operating hours and assigned resources. Most configuration mistakes come from blurring the work order and the appointment.
| Object | What it represents | Practical note |
|---|---|---|
| Work Order | The work to be completed: issue, asset, account, entitlement, parts | Can be created from a case; links to assets, contacts, entitlements and service contracts |
| Work Order Line Item | A subtask or billable line on the work order | Use for multi-asset jobs or separate tasks in one visit |
| Work Type | A template: duration, skills, products required | Can auto-create the service appointment; list skills, parts and duration per job before you build them |
| Service Appointment | The visit: arrival window, scheduled start and end, duration | Usually a child of a work order or line item; one work order can have several appointments |
| Service Resource | A technician, or a crew through a resource of type Crew | Carries skills, absences, capacity (for contractors) and preferences; one resource per user |
| Service Territory | A geographic or functional area where work is done | Hierarchies up to 10,000 territories; do not let a territory span time zones |
| Service Territory Member | A resource's membership in a territory | Primary (one only), secondary (several), or relocation (temporary primary) |
| Operating Hours and Time Slots | When work can be done, for territories, members and accounts | Every operating hours record needs a time zone; entitlements can carry booking windows |
| Assigned Resource | The link between a resource and an appointment | Created by scheduling; several per appointment for multi-person jobs |
The authoritative reference is the Field Service core data model in the developer guide, with definitions in the Help key concepts and glossary.
Designing service territories
Territories drive who is considered for which job, so they deserve real design time. Salesforce's territory guidelines give clear sizing advice and three membership types:
| Membership type | Meaning | Rule |
|---|---|---|
| Primary | Where the technician normally works | One per resource. Scheduling and optimization only run in territories with at least one primary member |
| Secondary | Neighbouring areas the technician can cover | A resource can have several |
| Relocation | A temporary move, for example to cover a storm or a project | Acts as the primary territory during its active dates |
Salesforce suggests up to 50 service resources per territory, up to 1,000 service appointments per day per territory and about 20 qualified resources per appointment. Create the highest-level territories first, split any territory that crosses a time zone, and remember that memberships last at least 24 hours and start and end at midnight.
How Does Scheduling and Optimization Work in Salesforce Field Service?
A scheduling policy decides who can do a job and which schedule is best. Work rules filter out resources who cannot do the job, for example because they lack the skill, are absent or are outside the territory. Service objectives then score the remaining options, such as earliest arrival or least travel. The engine applies the policy when an appointment is booked and when a schedule is optimized.
The four standard scheduling policies
| Policy | Optimizes for | Typical use |
|---|---|---|
| Customer First | The customer's preferred technician, then the earliest slot, then minimal travel | The default for Book Appointment and Candidates |
| High Intensity | Getting as many jobs done as possible | Peaks such as a storm or an outage |
| Soft Boundaries | Customer First, plus sharing technicians between territories | Dense, adjacent territories |
| Emergency | The fastest available qualified resource | Used with the Emergency action |
Every policy must include the Service Resource Availability, Earliest Start Permitted and Due Date Match Time work rules. Beyond those, Salesforce's work rules guidance recommends at least one database rule, such as Match Territory or Maximum Travel From Home, because they filter faster than Apex rules, and aiming for about 20 candidates per job. Service objectives include ASAP, Minimize Travel, Minimize Overtime, Preferred Resource, Skill Level and, with the enhanced engine, Same Site and Skill Preference.
Book Appointment or Get Candidates?
The two scheduling actions answer different questions. Book Appointment asks "when can we come?" and offers arrival windows, graded as Golden or Ideal, Recommended and Satisfactory. Picking a window sets the arrival window SLA and schedules the best resource, without the booker seeing who it is.
Get Candidates asks "who should go?" It lists named resources with their earliest exact start times and a grade, and is meant for dispatchers handling high-touch work. In the Scheduling Console it is called Find Candidates and adds travel-time detail and AI-generated explanations.
Salesforce's booking guidelines recommend Book Appointment for call centers and self-service at scale, and Get Candidates for dispatcher-led work. Word the window as an arrival time, not a finish time: "your technician will arrive between 10:00 AM and 12:00 PM".
Ways appointments get created
- From a work type. With "Auto-Create Service Appointment" on the work type, each new work order gets its appointment automatically.
- From a maintenance plan. The plan generates work orders for future visits on a schedule, and their appointments follow the work type settings.
- By a person. A rep uses Book Appointment, or a dispatcher uses Get Candidates or drags the job onto the Gantt.
- By the customer or an agent. Through an Experience site, Appointment Assistant or Agentforce scheduling.
- Through custom booking. The
AppointmentBookingServiceandGradeSlotsServiceApex classes power your own booking screens.
Optimization and the enhanced engine
Optimization rearranges many appointments at once. Global optimization works across territories and days, often overnight. In-day optimization repairs today's schedule after cancellations and overruns. Resource schedule optimization reworks one technician's day. Appointments that should already have started are treated as pinned and are not moved.
Salesforce states that the Enhanced Scheduling and Optimization (ESO) engine "is gradually replacing" the legacy optimization and scheduling services. ESO is on by default for orgs created in Summer '23 or later. Older orgs can switch all territories or selected ones after a guided readiness check. ESO adds travel modes, flexible breaks, travel time buffers, appointment sliding, Optimization Hub dashboards and dynamic scaling. Salesforce's transition guide recommends testing, enabling it for one or two production territories, measuring the results, then expanding. No official retirement date for the legacy engine has been published.
| Limit (Salesforce Help) | Value |
|---|---|
| Optimization requests per org per hour | 3,600 |
| Appointments optimized per rolling 24 hours | 50,000 (with ESO, the greater of 50,000 or 500 per Field Service Scheduling licence) |
| Appointments per optimization request | 5,000 (50,000 with ESO dynamic scaling) |
| Days per optimization request | 21, or 30 with ESO |
| Appointments per resource per day | 200 |
The full list is on Salesforce's Field Service limits and limitations page. Multiday appointments (up to eight weeks) and complex work dependencies, such as "start after finish" or "immediately follow", cover jobs that need several visits or crews in sequence.
What Is the Difference Between the Scheduling Console and the Classic Dispatch Console?
The Scheduling Console is Salesforce's new dispatching workspace, built to replace the Classic Dispatch Console that older guides call the Dispatcher Console. Both combine an appointment list, a Gantt chart of technicians' days and a map. The two can run side by side during the transition. Salesforce has said the classic console will be retired but has not published a date.
| Classic Dispatch Console | Scheduling Console | |
|---|---|---|
| Status | Part of the managed package; to be retired, no date published | The replacement, under active development |
| Layout | Appointment list, Gantt and map | Gantt, appointment list and map in one Lightning workspace |
| Finding a resource | Candidates | Find Candidates with travel-time detail and AI explanations |
| Agentforce | No | Daily summary, fill schedule gaps, rebook appointments |
| Multi-visit jobs | Separate appointments | Winter '27 shows multi-visit or multi-day work as one connected job you can move in one drag |
See Salesforce's Get Started with the Scheduling Console. New implementations should design for the Scheduling Console. Existing orgs should test it with a pilot group of dispatchers before switching, because Gantt filters, custom actions and dispatcher habits all have to move across.
What Can Technicians Do in the Field Service Mobile App?
Everything the job needs, with or without signal. Salesforce describes the Field Service mobile app for iOS and Android as offline-first. Technicians see their schedule and work orders, follow steps, log products consumed, capture photos and notes, create service reports and collect signatures. Changes made offline sync when the device reconnects, with alerts for conflicts.
Offline priming
Records and metadata download to the device by scheduling horizon. Briefcase Builder controls what goes offline, and the High-Volume Briefcase supports up to 400,000 records.
Flows and LWCs
Field Service Mobile flows and Lightning web components run as quick actions, including offline, for checklists, inspections and parts orders.
Service reports
Created from an appointment, work order or line item, with Sign & Confirm. Previews work offline; the final PDF is generated once the device is online.
Location and customers
Geolocation tracking, and Appointment Assistant for customers: live technician location, self-service scheduling, contactless signature, surveys and Pay Now.
The app also includes the inventory tab, Knowledge, push notifications, an AR measuring tool, custom branding, Siri shortcuts on iOS and Agentforce features (Section 07). Quoting needs the Field Service Plus licence. Details are in Salesforce's Field Service mobile app overview and offline priming guide.
The most common mobile failure is a briefcase that does not match the job. If the asset history, the knowledge article or the parts list is not primed, the technician in a basement sees an empty screen and goes back to paper. Test the app in airplane mode, on real devices, with a full day of real jobs, before go-live.
What Does Agentforce Add to Salesforce Field Service?
Agentforce brings generative AI and autonomous agents to the three busiest moments: booking the job, preparing for it and wrapping it up. Salesforce announced Agentforce for Field Service on April 9, 2025. Scheduling became generally available in May 2025 and onsite troubleshooting in June 2025. Each feature has its own licence and setup, so check them one by one.
| Capability | Who it helps | What it does |
|---|---|---|
| Pre-Work Brief | Mobile worker | A generated summary of the upcoming job on the work order's Overview tab, which can be read aloud. The interactive version answers follow-up questions |
| Post-Work Summary | Mobile worker | Drafts the job summary and saves it to the work order's Post-Work Summary field |
| Agentforce for Dispatchers | Dispatcher | Daily summary, filling schedule gaps, filtering the appointment list and rebooking appointments in the Scheduling Console |
| Autonomous Scheduling | Customer, contact center | 24/7 booking over SMS, WhatsApp and Facebook Messenger, plus outreach for rebooking, reminders and maintenance visits. Winter '27 adds voice booking with Agentforce Voice |
| Onsite troubleshooting | Mobile worker | Help diagnosing problems on site, including photo analysis, grounded in Data Cloud |
Sources: Salesforce's Agentforce for Field Service announcement, Help on Agentforce for Dispatchers, Pre-Work Brief and Autonomous Scheduling, and the Winter '27 highlights on Trailhead. One timing note for admins: from the week of July 13, 2026, new agents can no longer be created in the legacy Agentforce Builder in Setup, so build in Agentforce Builder in Agentforce Studio.
AI only works as well as the data it reads. A Pre-Work Brief over a work order with no asset history, no notes and no knowledge articles produces a confident but empty summary. Clean work orders and asset records first, then switch on AI. Our Agentforce for Field Service service and our explainer on how Agentforce works go further.
How Does Salesforce Field Service Handle Assets, Maintenance Plans and Inventory?
Assets record what the customer owns, maintenance plans turn that into scheduled visits, and inventory objects track the parts that make a first visit successful. Together they move service from reactive break-fix to planned work. They are also where most implementations are thinnest, because the data has to come from ERP, warehouse and installation records.
The installed base
An asset is an item a customer bought and installed. Work orders link to assets, so each visit adds to the asset's service history, and an asset under a maintenance plan generates work orders automatically when service is due.
Preventive and recurring work
Plans set the frequency, the generation horizon (up to 365 days) and whether to create one work order per asset or one line item per asset. One generation run creates at most 2,600 work orders and line items, and Salesforce recommends no more than five maintenance work rules per plan or asset.
Parts, vans and warehouses
Product items hold stock at a location such as a warehouse or a van. Products required sit on work types and work orders; products consumed record what was used. Product requests, transfers, shipments and return orders track movement, and transfers update stock automatically when received.
See Salesforce's guides to maintenance plans and the inventory data model. Inventory is usually owned by an ERP, so decide early which system is the record for stock levels, costs and invoicing, and integrate rather than double-key. Our asset and maintenance management and Field Service integration services cover both sides.
Asset data also feeds reporting. In a published machine utilisation dashboard case study, built for a ServiceMax org on Salesforce, we replaced manual meter readings with an Apex trigger that records machine runtime each time a work order closes, plus a Lightning web component dashboard on each installed product. The same principle applies in Salesforce Field Service: capture the reading as part of closing the job, not as a separate task.
How Do You Report on Field Service Performance in Salesforce?
Start with custom report types on field service objects, then add Salesforce's analytics layers as your needs grow. Standard reports and dashboards answer most operational questions about appointments, work orders and resources. CRM Analytics and Data 360 based tools add trend and cross-system views. Whichever you use, define each KPI before go-live, or nobody will agree what it means later.
| Layer | What it gives you |
|---|---|
| Custom report types | Reports on service appointments, service resources, territories, work orders, work types, product items, maintenance plans, return orders and time sheets |
| Optimization Hub | Optimization KPIs across territories (with ESO) |
| Field Service Intelligence | Dashboards for assets, parts and inventory, resources, appointments and work orders, built on Data 360 and CRM Analytics |
| Operations Home | Field service KPIs powered by Tableau Next, with natural-language questions |
Salesforce lists these in Track Field Service Metrics and Create Field Service Report Types.
KPIs worth defining up front
- First-time fix rate: jobs completed on the first visit, with "completed" defined by status and no follow-up work order within an agreed number of days.
- Arrival window compliance: appointments where the actual start fell inside the window promised to the customer.
- Utilization: scheduled work time against available time, by territory and resource.
- Travel per job: travel time or distance divided by completed appointments.
- Mean time to complete: from work order creation to completion, by work type and priority.
How Much Does Salesforce Field Service Cost, and Which Licences Do You Need?
Salesforce lists dispatcher and technician licences at US$175 per user per month, billed annually. Field Service Plus, which bundles both with Service Cloud and Sales Cloud, is US$230. The Agentforce 1 Field Service edition is US$650. Contractors can be licensed per user or per login, and AI and customer-facing features are add-ons.
| Edition or add-on | List price (USD) | What it covers |
|---|---|---|
| Dispatcher | $175 per user per month | Dispatching and scheduling tools |
| Technician | $175 per user per month | The mobile workforce |
| Contractor Plus | $80 per user per month, or $32 per login | Third-party technicians |
| Field Service Plus | $230 per user per month | Dispatcher and Technician plus Service Cloud and Sales Cloud |
| Agentforce 1 Field Service | $650 per user per month | Field Service Plus with Salesforce's AI suite, Appointment Assistant, Visual Remote Assistant and more; includes 1M Flex Credits and 2.5M Data Cloud credits per org per year |
| Agentforce for Field Service and Operations | $125 per user per month (add-on) | Pre-Work Brief, schedule summary, resolve schedule gaps, onsite knowledge search and related features |
| Appointment Assistant | $25 per user per month (add-on) | Customer-facing tracking and self-service |
| Visual Remote Assistant | $50 per user per month (add-on) | Real-time video connecting customers with experts |
Prices are from Salesforce's Field Service and Operations pricing page and Agentforce pricing page in October 2026. Salesforce states they are for information only and subject to change. The Scheduling Agent consumes Flex Credits on every edition except Agentforce 1 Field Service.
Behind the commercial names sit three permission set licences: Field Service Dispatcher, Field Service Scheduling (needed to appear on the Gantt and be scheduled) and Field Service Mobile. Count licences per persona from Section 02. Admins and inventory managers usually need none, while each technician needs both Scheduling and Mobile. Confirm the final bundle with your Salesforce account executive, because packaging changes between releases.
How Do You Set Up Salesforce Field Service, Step by Step?
Enable Field Service in Setup, install the managed package, assign permissions, then build territories, hours, resources, work types and policies, in that order. The order follows Salesforce's own setup documentation and matters, because each step depends on the records before it. Do it all in a full sandbox first, with real territories and a real week of jobs.
Salesforce's Field Service Basics module on Trailhead (about 75 minutes) is a good primer for admins before the project starts. Salesforce's Where Do I Start page also points to Salesforce Go, the developer guide and guidance on choosing a consulting partner.
What Makes a Salesforce Field Service Implementation Succeed?
Treat it as an operations project that uses Salesforce, not a Salesforce project with field users. Field Service changes how dispatchers decide, how technicians work and how customers are promised a time. Projects succeed when the dispatch model is designed first, the data is ready, technicians help shape the app, and a minimum viable scope goes live before the advanced features.
Simple or complex: size the project honestly
| Simpler implementation | Complex implementation | |
|---|---|---|
| Jobs | A few standard work types, single visits | Many work types, multi-visit, multiday or crew jobs with dependencies |
| Scheduling | Standard Customer First policy, light optimization | Custom work rules, SLA tiers, global and in-day optimization |
| Data | Accounts and work orders already in Salesforce | Assets, inventory and pricing from ERP; IoT or telematics feeds |
| People | Employees in one region | Contractors, several regions and time zones, customer self-service |
| Approach | One release, short training | MVP first, then phased releases by territory or capability |
Why field service projects differ from Service Cloud projects
Having delivered both, we see the same differences repeatedly. They are where Field Service projects slip:
Leadership sponsorship, training by role and a post-go-live improvement cycle complete the picture. Our guide to CRM adoption after implementation covers the last of these in depth. Twopir Consulting delivers Salesforce Field Service implementation, including scheduling and optimization design and mobile app rollout, and starts every engagement with the dispatch model rather than the setup wizard.
The Bottom Line
Salesforce Field Service, the product many still call Field Service Lightning, puts the call center, the dispatcher, the technician and the customer on one platform with Service Cloud. Its value comes from configuration that reflects how your field operation really works, not from switching it on. We implement, rescue, optimize, and integrate complex CRM and revenue systems, and Field Service is where all four meet.
- 1
Map personas and licences first: who books, who dispatches, who works and who only views.
- 2
Keep the work order (what) and the service appointment (when and where) distinct in your design.
- 3
Design territories, skills and work types carefully; the scheduling policy can only be as good as that data.
- 4
Plan for the Scheduling Console and Enhanced Scheduling and Optimization rather than the legacy tools.
- 5
Test the mobile app offline with technicians, then go live with one territory and expand.
Plan Your Salesforce Field Service Rollout
Tell us how your work is booked, dispatched and completed today. We will map the territories, scheduling policies, mobile flows and integrations your field operation needs, and what to build first.
Schedule a Discovery CallFrequently Asked Questions
Yes. Field Service Lightning was the name Salesforce used when it launched the product in 2016. It is now called Salesforce Field Service, documented in Salesforce Help as Agentforce Field Service and Operations and sold on salesforce.com as Field Service and Operations. The managed package still uses the FSL namespace.
It is built on the Service Cloud platform and Salesforce describes it as part of the Service Cloud suite, but it is licensed separately. Agents can convert a case into a work order, and everyone shares the same customer and asset records. Dispatchers and technicians need Field Service licences, and extra licences to handle cases or sales work.
Salesforce Help states that the core features, managed package and mobile app are available in Enterprise, Unlimited and Developer editions, and some pages also list Performance. Without a Field Service add-on licence you can still enable work orders, but not the scheduling, dispatch and mobile capabilities.
A work order describes the work to be done, such as the issue, the asset, the parts and the customer. A service appointment describes the visit that does it: the arrival window, the scheduled start and end, and the assigned resource. One work order can have several appointments, for example a diagnosis visit and a repair visit.
For anything beyond basic work orders, yes. The core objects are part of Salesforce once Field Service is enabled, but the managed package adds Guided Setup, the dispatch console, scheduling policies, the optimizer and the Book Appointment and Candidates actions. As of Spring '26, Chatter must be enabled for the package to work.
Salesforce lists Dispatcher and Technician licences at US$175 per user per month, Field Service Plus at US$230 and Agentforce 1 Field Service at US$650, billed annually, in October 2026. Contractor Plus is US$80 per user or US$32 per login. AI and customer-facing features are add-ons, and prices are subject to change.
Yes. Salesforce describes the iOS and Android app as offline-first. Records are primed to the device by scheduling horizon and briefcase, technicians can create, edit and delete records offline, and changes sync on reconnect with conflict alerts. Final service report PDFs are generated once the device is back online.
Enhanced Scheduling and Optimization, or ESO, is the newer scheduling engine that Salesforce says is gradually replacing the legacy optimizer. It is on by default in orgs created from Summer '23 and adds travel modes, flexible breaks, travel buffers and higher limits. Older orgs can enable it territory by territory after a readiness check.
