Why choose Oracle Field Service vs. Salesforce Field Service Lightning?

Delivering successful field service outcomes that require little or no customer effort relies on seamlessly connected people, workflows, data, and systems.

Oracle Field Service ensures these critical connections with capabilities including Internet of Things (IoT) service monitoring to diagnose problems, self-heal assets, and automate field service event scheduling. It also includes service parts inventory management as well as contracts, warranties, and subscriptions to ensure entitlements and SLAs are met. Plus, billing, commerce, quoting, and sales performance management to enable field technicians to drive additional revenue.

Unfortunately, Salesforce Field Service Lightning does not offer a complete, end-to-end service management suite of applications. They can’t match the breadth and depth of Oracle’s functionality. With Salesforce, there’s no native ERP, supply chain management, or finance applications that work seamlessly with their field service solution.

Oracle Field Service enables you to optimize and properly use your resources in the field, complete more jobs per day, and provide unparalleled customer experiences. Our approach to scheduling is time based, predictive, and self-learning—helping you predict when service events will happen and their duration with 98% accuracy.

Salesforce Field Service does not use automated intelligence or machine learning to support their estimates. Instead, Salesforce uses manually calculated weighted averages to schedule work. Users have to keep analyzing and updating averages. As you might expect, this leads to less-than-accurate work schedules, suboptimal field resource utilization, and an inability to respond to unplanned or emergency work.

Oracle has delivered innovation for decades and now supports 430,000 customers throughout the world. Oracle Field Service is built natively in the cloud and is updated with new functionality every quarter. With an open API architecture and Oracle Integration Cloud interoperability, Oracle Field Service scales to:

• More than 300,000 users
• More than 1,000 API requests per second
• 100,000 appointments routed in 12 seconds
• More than 1,000,000 work events routed per hour in production

Since Salesforce’s acquisition of ClickSoftware, its field service application remains in transition, with different frameworks that still require on-premises components. The ability of Salesforce’s applications to scale and consume new features is limited. For example, Salesforce’s new ServiceMax Asset 360 was built and launched by another Field Service Lightning application.

Only Oracle provides your field team with everything they need to succeed through a single browser-based mobile app, in a bring-your-own-device (BYOD) environment. This includes in-app technician-to-technician, technician-to-dispatch, and technician-to-customer communication tools as well as augmented reality and guided work capabilities, reliable fully functional offline persistence, forms, inventory status, and signature capture.

Salesforce only offers a fragmented architecture with three different mobile apps—all of which renders inconsistently across device types and OS systems. Limited workflows and data visibility, along with slow performance further complicate the Salesforce field technician experience.

Oracle Field Service enables you to deploy quickly, with advanced configuration options, native integrations, and an open API architecture. With faster implementation speeds, lower licensing costs, and solution-driven operational savings, our customers can deliver field service experiences that exceed expectations. Plus customers have dedicated technical support 24/7 and expert strategic guidance from Oracle Field Service Center of Excellence team.

Salesforce is considered one of the most expensive vendors of field service solutions in terms of licensing costs ¹. Yet, Salesforce does not provide the help and guidance needed to avoid additional costs for implementation, development, and integration, as noted by their customers and third-party analysts.