Builds and supports Agentforce Field Service and Operations (formerly Field Service Lightning) for Australian field teams, so dispatchers schedule smarter, technicians spend less time driving, and customers stop chasing updates on when someone is showing up.
Independent benchmarking of Salesforce Field Service customers points to consistent gains once scheduling, mobile and AI tools are properly configured together.
*Source: Salesforce Field Service Success Metrics Study. Individual results depend on how scheduling, mobile and AI tools are configured for your operation.
Most field service problems don’t come from a lack of software. They come from scheduling rules that don’t match reality, technicians working from paper checklists, and dispatchers manually juggling a whiteboard of jobs. TechForce configures Agentforce Field Service and Operations around your existing operation, your service-level agreements, your parts inventory and your technician skill sets, so the system fits the work instead of the other way round.
We work with utilities, mining and resources contractors, manufacturers, facilities management firms and higher education institutions across Australia that run technicians, engineers or contractors in the field every day.
Set up the dispatcher console and scheduling policies so jobs are matched to the closest qualified technician, not just the next free slot. Customers can book, change or cancel appointments themselves across channels, with Agentforce handling the outreach, reshuffling and confirmations behind the scenes. Dispatchers can also ask the console questions in plain language, like finding a schedule gap or a missing part, without leaving their workspace.
Build the Agentforce Field Service mobile app around each job type: dynamic forms, GIS map layers, checklists, safety steps and parts lookup, with a low-code builder so forms can change as your jobs change. The app is offline-first by design, syncing records the moment technicians are back online, and it can capture a signature and take payment on the spot, turning a completed job into a revenue moment instead of just a checkbox.
Connect work orders to full asset service history so technicians see prior visits, warranty status and known issues before they arrive. Where the data supports it, we configure predictive asset service, using AI trained on asset condition and service history to flag a likely failure before it happens, so a visit gets scheduled ahead of the breakdown instead of after it.
Turn on Agentforce agents where they save your team real time: filling schedule gaps left by cancellations or no-shows, generating a pre-work brief so a technician arrives already up to speed, and drafting a post-job summary from the notes captured on-site.
Set up dashboards that bring first-time-fix rate, technician utilisation and asset availability into one view, with conversational analytics so a manager can ask a question in plain language instead of exporting a report. On the customer side, self-service appointment booking and live technician tracking cut down “where are you” calls, and remote video support lets an expert walk a customer through a fix without a truck roll at all.
Every engagement starts with a discovery workshop to map your current scheduling, dispatch and technician workflows before we touch configuration.
End-to-end setup on top of Service Cloud, including work order types, scheduling policies, service territories and skill matrices.
Configuration of the dispatcher console and Salesforce’s optimisation engine to reduce drive time and improve first-time-fix rates.
Turning on and scoping Agentforce agents for schedule-gap filling, pre-work briefs and post-job summaries, with approval guardrails where they matter.
Field Service mobile app rollout with offline support, job-specific checklists and device management for technicians and contractors.
Migration from spreadsheets, standalone dispatch tools or an older field service platform into Salesforce, with full historical data carried across.
Connecting Agentforce Field Service and Operations to ERP, inventory, telematics, IoT sensors and billing systems so data moves without manual re-entry.
Ongoing admin support, release testing and continuous improvement once you’re live, backed by our 24/7 managed services team.
Setup of asset tracking, preventive maintenance plans and predictive asset service so uptime and revenue both benefit from better asset data.
Configuration of remote video support and customer self-service booking, so fewer issues need a truck roll and customers get real-time appointment visibility.
Build-out of Operations Home and conversational analytics dashboards for first-time-fix rate, utilisation, capacity planning and asset availability.
Certified Field Service specialists
Consultants hold Salesforce Field Service Consultant and Service Cloud certifications, kept current as the platform moves under the Agentforce brand.
Operations-first discovery
Map your scheduling rules and technician workflows on-site or over video before we open the setup screens.
Fixed scope pricing
Get a defined timeline and cost before the project starts, with change requests scoped separately.
Support that continues after go-live
Managed services team keeps your Agentforce Field Service and Operations org running, monitored and up to date after launch.
Mobile checklists configured against your Work Health and Safety obligations, so safety steps are enforced on the job, not left to memory.
Scheduling and work order assignment set up around how Australian field operations mix employed technicians with subcontracted trades.
Service territories and offline mobile access configured for crews covering regional and remote areas with patchy connectivity.
Agentforce Field Service and Operations, previously known as Field Service Lightning, is the part of Salesforce that plans, schedules and tracks work carried out by technicians, engineers or contractors at a customer site. It connects work orders, scheduling, inventory, AI agents and the mobile app technicians use in the field into one system.
Yes. Salesforce renamed Field Service Lightning to Agentforce Field Service and Operations as part of unifying its platform under the Agentforce brand. It’s the same underlying product, now with AI agents built in for scheduling, dispatch and technician support.
A focused rollout for a single business unit typically takes 8 to 12 weeks. Multi-region deployments with complex scheduling rules, asset hierarchies or contractor networks usually run 4 to 6 months. TechForce scopes an exact timeline after a discovery workshop.
Yes. Agentforce Field Service and Operations is an extension of Service Cloud, so a Service Cloud org is required. If you don’t have Service Cloud yet, TechForce can scope both as one combined implementation. See our Service Cloud implementation services.
Yes. The Agentforce Field Service mobile app supports offline mode, so technicians can view work orders, update job status and capture data without a signal, with everything syncing once connectivity returns.
Field service management covers the end-to-end coordination of on-site work, from scheduling through to job completion. Workforce management is the narrower discipline of making sure the right people, skills and resources are available to handle that work efficiently. Agentforce Field Service and Operations covers both.
The integrations that matter most connect customer data, scheduling, inventory and billing systems, so mobile workers have full context in the field and completed jobs flow through to invoicing without manual re-entry. TechForce scopes these during discovery rather than bolting them on after go-live.
Pricing depends on the number of licences, scheduling complexity, integrations and data migration scope. TechForce provides a fixed-scope quote after a short discovery call, with no obligation.
Yes. Scheduling and work order assignment can be configured to handle both employed technicians and subcontracted trades, which is common in Australian field operations such as utilities, mining services and facilities management.
