Customer demands today are skyrocketing. They expect faster, better, and personalised services.

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.

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.

From left are Jess Ng, Aishath and Jasraj.

To further understand the technical aspects of the platform, our business analysts, Jasraj Sandhu and Jess Ng, and commercial engagement director, Aishath Inaya, attended a two-day workshop in Bangkok.

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. 

One of the highlights of the workshop was when our director, Aishath, received a Star Performer award for her notable performance throughout the workshop.

The Salesforce Service Cloud Field Service Lightning (FSL) Fast Path Workshop from July 18-19 covered the following:

Day 1

  • Intro to Field Service Lightning
  • High Level Architecture
  • End to End Demo
  • Short Entrance Test
  • Discovery sessions – “Green Energy Solutions” – Day 1
  • Service Territories
  • Licenses & Resources
  • Skills and Work Types
  • Scheduling Policies
  • Appointment Booking
  • Emergency Dispatch
  • Q&A

Day 2

  • Discovery sessions – “Green Energy Solutions” – Day 2 (Advanced)
  • Contractors & Relevance Groups
  • Service Life Cycle
  • In-Door Service Business Line
  • Sharing
  • Scheduling & Optimization
  • Inventory Management
  • Mobile
  • Preventative Maintenance
  • FSL APIs
  • FSL Administration
  • Final Scheduling Exercise
  • Closing Test
  • Q&A, Roadmap and Feedback

Lava is an authorised Salesforce Partner 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.

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