Salesforce Field Service

Salesforce Field Service is the dispatch and scheduling module built into Salesforce Service Cloud , work orders, scheduling optimization, and a mobile app for technicians already working inside the Salesforce ecosystem. ProPay sits in front of Salesforce Field Service and decides what actually needs to reach it, a work order only gets created after triage has already ruled out a no-truck-roll resolution.

What ProPay does with Salesforce Field Service

ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before Salesforce Field Service is involved at all. Where a truck roll is warranted, ProPay passes Salesforce Field Service an enriched job: a predicted job code and the parts the technician is likely to need.

Before Salesforce Field Service ever sees a work order, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches Salesforce Field Service at all: 7.9 percent of submitted claims are resolved without a truck roll.

As the job moves through Salesforce Field Service, work orders, scheduling optimization results, and technician mobile app data, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.

How the Salesforce Field Service connection works

Salesforce’s API covers Field Service work order objects directly, which is what ProPay reads and writes.

Where Salesforce Field Service doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against Salesforce Field Service independently of one another.

What stays in Salesforce Field Service

Scheduling optimization and the technician mobile experience stay inside Salesforce Field Service.

What changes is how much of a dispatcher’s day is spent on jobs that never needed a technician. ProPay resolves those before Salesforce Field Service sees them, so the jobs that do reach Salesforce Field Service are the ones that actually warranted a truck roll.

Data handling and security

The connection to Salesforce Field Service runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches Salesforce Field Service.

Deploying the integration

A dedicated Forward Deployed Engineer builds and maintains the Salesforce Field Service connection alongside your team, mapping job codes and dispatch fields to how Salesforce Field Service is configured for your operation.

Frequently asked questions about ProPay and Salesforce Field Service

Does ProPay replace Salesforce Field Service?

No. Salesforce Field Service keeps handling scheduling and dispatch execution; ProPay decides upstream what should reach it and enriches the job before it does.

How does ProPay connect to Salesforce Field Service?

Salesforce’s API covers Field Service work order objects directly, which is what ProPay reads and writes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.

Does ProPay reduce truck rolls sent to Salesforce Field Service?

Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach Salesforce Field Service in the first place.