Field service for equipment and machinery, on Salesforce
When a machine stops, send the right engineer with the right part, the first time.
F1 Agent connects every breakdown call to the machine's service history, the skills and parts the repair needs, the engineer who can do it, and the invoice that follows. Maintenance plans then schedule the next visit before the next failure.
Built natively on Salesforce · by Cloud Ingenious, a Salesforce Summit Partner
Work Order WO-20418 · Case 00381
Hydraulic leak, 20T excavator
SLA 6h · P1
Asset
EX-200 · SN 7731-K
Site: Pune ring road, Pkg 4
Same fault 47 days ago
Work Type
Hydraulic hose replacement
Skill: Hydraulics L2 · 3 h
Parts: hose kit, 2 seals, 20L oil
AI dispatch recommendation
Imran S. · Hydraulics L3 · free 11:00 to 15:00
Pune West territory · van stock has hose kit and seals
Assign
Product transfer
20L hydraulic oil · Chakan warehouse → Imran's van
Ready for pickup 10:30
In short
F1 Agent for equipment and machinery is a Salesforce native field service platform for manufacturers, dealers and service companies that repair and maintain machines installed at customer sites.
It links each service case to the customer's asset and its history, uses Work Types to define skills, duration and parts, recommends or auto assigns the right engineer with AI dispatch, and moves parts from warehouse to van stock before the visit.
Engineers record actual parts consumed at check out, the case is resolved, an invoice is raised, and Maintenance Plans generate future preventive work orders. It is built by Cloud Ingenious, a Salesforce Summit Partner.
The field reality of machinery service
Your customer is not paying for a visit. They are counting hours of downtime.
A stopped excavator idles a crew. A stopped press line idles a shift. The service coordinator takes the call, looks up the machine in one system, the engineer roster in a spreadsheet and the spares in the ERP, and calls three engineers to find one who is free. The engineer reaches site 90 km away, diagnoses the fault, and finds the seal kit he needs is in a warehouse in another city.
Anatomy of a repeat visit
Hour 0
Call logged
Machine identified by the customer’s description, not its serial number.
Hour 2
Engineer found
Coordinator phones around. First free engineer is sent, not the right one.
Hour 6
Diagnosis on site
Fault needs a seal kit and a hose that are not in the van.
Day 2
Part shipped
Warehouse in another city dispatches. Machine stays down.
Day 3
Second visit
Repair done. Parts used are written on paper, half are never billed.
2 trips
for a job that needed one, doubling travel cost and engineer time
+1 to 3 days
of machine downtime while parts are found and shipped
Missed SLA
and an AMC renewal conversation that starts on the back foot
Unbilled parts
consumed on site but never recorded against the job
What mature machinery service looks like
First time fix is decided in the office, before the engineer leaves.
Most service teams try to improve fix rates by hiring better engineers. The bigger lever is upstream: knowing the asset's history, defining what each job type needs, matching skill and availability, and checking parts against van stock. Mature service organizations also move a growing share of work from breakdown calls to planned maintenance, because a planned visit is cheaper than an emergency one.
Level 1
Reactive and manual
Calls logged in a register or spreadsheet, engineers assigned by phone, parts found on site. No asset history beyond the engineer’s memory.
Level 2
Tracked tickets
Cases and work orders exist in a system, but skills, parts and availability are checked by hand. SLA is reported, not managed.
Level 3
Planned jobs
Work Types define skills, duration and parts. Dispatch matches skill and slot. Van stock is checked before the visit. Invoices come from consumption.
Level 4
Predictable service
AI recommends or auto assigns engineers, maintenance plans generate most visits, and asset history drives which jobs need a senior engineer.
Where does your service operation sit today?
Walk us through one recent breakdown call. We will map it against this model and show which steps F1 Agent would automate in your Salesforce org.
One connected lifecycle, from breakdown call to next maintenance date.
RequestService coordinator
Case from website, phone or email
Customer found by phone and email
Asset selected, history reviewed
Issue diagnosed with the customer
PlanCoordinator and dispatcher
Work Order with Work Type
Skills, duration and parts auto filled
Line items for multi step jobs
Service Appointment created
DispatchDispatcher and AI
Territory and operating hours applied
AI matches skill, slot and priority
Recommend or auto dispatch
Parts transferred to van stock
Execute and closeEngineer and back office
Prepare, navigate, check in
Update Work Order, Case moves
Check out with actual consumption
Invoice, SLA and next maintenance
Every stage writes to standard Salesforce service records: Case, Asset, Work Order, Work Order Line Item, Service Appointment, Product Transfer, Product Consumed, Maintenance Plan.
Case, customer and asset identification
Know which machine it is, and what has already been tried.
A case raised from your website, phone or email is matched to the customer by phone number and email. The coordinator sees every asset at that customer, picks the machine with the fault and reads its service history: last service date, previous faults, work performed and parts replaced.
For a fleet customer with forty machines across three sites, this is the difference between "the loader is down" and "loader SN 4410 at the quarry, third hydraulic fault this year."
Outcome: recurring faults are spotted before the engineer is sent, not after.
Pattern: 3 hydraulic jobs in 8 months. Consider a Hydraulics L3 engineer and a full line inspection.
Work Type: Gearbox overhaul, crusher
Skills
Mechanical L3, Alignment
Duration
2 days
Required parts
Bearing set, gasket kit, 40L gear oil
Work Order Line Items
Isolate and drain3 h
Dismantle and inspect gears6 h
Replace bearings and gaskets5 h
Reassemble, align, test run4 h
Work Orders, Work Types and line items
Encode what your best service manager knows about each job.
A Work Type captures the skills, expected duration and parts a repair normally needs. Selecting it on the Work Order brings all three in automatically, so a junior coordinator plans a gearbox overhaul the way a twenty year veteran would.
Installations and overhauls split into Work Order Line Items, each with its own timing, so a two day commissioning job is tracked step by step instead of as one vague block.
Outcome: consistent job planning that does not depend on who answers the phone.
Service inventory and van stock
The part is in the van before the engineer leaves the depot.
F1 Agent compares what the job requires with what the engineer's van stock holds. If something is missing, a Product Transfer moves it from the warehouse, or the engineer raises a Product Request and linked warehouses are notified. Every movement is a Product Transaction with a trail, and units can be pieces, litres, sets or whatever you stock in.
Outcome: fewer second trips for parts, and spares you can account for location by location.
What was planned, what was used, and what gets billed.
Before travelling, the engineer reviews the Work Order, tasks and expected parts. On site, check in starts the job, updates move the Case to In Progress, and check out confirms actual consumption. A planned part that was not used needs a reason. An extra part discovered mid repair can be added.
Products Consumed update inventory and the asset's history, and the invoice is raised from what was actually used, then shared with the customer from Salesforce.
Outcome: no spares leakage, and invoices that match the job.
Skill alone is not enough. Availability alone is not enough.
AI dispatch weighs the Work Type's required skills, each engineer's skills, the job's service territory, operating hours, open time slots and priority. Choose AI recommends and the coordinator decides, or let AI auto dispatch routine jobs. Meanwhile, Maintenance Plans keep generating preventive Work Orders and Service Appointments on schedule.
The quarry loses production every hour. Last time, the first engineer lacked the alignment skill and the bearing set had to be shipped from another warehouse.
With F1 Agent
The case is matched to the crusher asset, the gearbox overhaul Work Type brings in skills, two days of line items and parts. AI recommends a Mechanical L3 engineer free tomorrow in that territory, and a Product Transfer loads the bearing set into his van tonight.
Outcome
One trip, one engineer, and an invoice raised from the parts actually consumed.
AMC and preventive service
An annual maintenance contract that depends on someone remembering
Situation
A manufacturer sells AMCs with quarterly inspections, tracked in a spreadsheet. Visits slip, customers complain at renewal time.
With F1 Agent
Each AMC becomes a Maintenance Plan on the customer’s assets. Future Work Orders and Service Appointments are generated automatically and dispatched like any other job.
Outcome
Preventive visits happen on schedule, and the asset history shows the customer exactly what was done.
Installation and commissioning
Multi day installations tracked as one vague job
Situation
New machine installations take two to four days with several engineers, and nobody can see which stage is late.
With F1 Agent
The installation Work Order is split into Work Order Line Items, each with its own timing. Engineers check in and update progress per line item, and the Case status follows.
Outcome
Commissioning progress is visible stage by stage, and delays are spotted on day one rather than day four.
Across equipment categories
Built for machines that live at the customer's site.
And for the sales side of the business, the same app runs dealer and customer visits for your equipment sales team through F1 Agent Field Sales.
Construction and earthmoving equipment
Machines on remote project sites, high cost of downtime and fleet customers with dozens of units. Asset identification and van stock readiness matter most.
Industrial machinery and production lines
Compressors, presses, CNC and packaging machines in customer plants. Skill based AI dispatch and multi step Work Order Line Items fit complex repairs.
Agricultural machinery
Seasonal peaks when every tractor and harvester must run. Territories with different operating hours and preventive plans before the season reduce peak breakdowns.
Power, pumps and generators
Diesel generators, pumps and HVAC plant under service contracts. Maintenance Plans and SLA compliance tracking support formal response commitments.
Material handling
Forklifts and cranes at warehouses and ports. Fleet level asset history and planned versus actual parts consumption keep service costs predictable.
What machinery service teams measure on F1 Agent.
32%fewer repeat visits for missing parts
40%less coordinator time spent assigning jobs
94%of preventive visits created on schedule by plans
2 daysfaster invoicing after job completion
Illustrative figures from F1 Agent deployments. Results depend on job mix, territory size and rollout scope.
Why F1 Agent
Comparing the usual ways machinery service is run.
Need
Spreadsheets, calls and WhatsApp
Standalone service app
Custom build in Salesforce
F1 Agent
Asset history at dispatch
Someone's memory
Yes, separate from CRM
Yes, if built
On the Salesforce asset, next to the account
Skill and slot matching
Phone around
Rules based scheduling
Complex to build well
AI recommend or auto dispatch
Parts readiness
Discovered on site
Varies, often separate inventory
Build per process
Required vs van stock, transfers and requests
Billing from actual use
Reconstructed later
Export to finance
Possible
Products Consumed to invoice, shared from Salesforce
Honest limitation
Works for a few engineers
Suits teams not on Salesforce
Fits processes no product covers
Requires a Salesforce org; asset data needs to be loaded before go live
Start with one service territory
Begin with breakdowns. Add maintenance plans when you are ready.
01
One territory pilot
One branch, its coordinators and engineers, measured on repeat visits and SLA.
02
Your job catalogue
Your top Work Types, skills and parts lists configured first, the long tail later.
03
Your existing org
Accounts, assets and cases already in Salesforce stay put. No second service system.
04
Automation by choice
Start with AI recommendations. Turn on auto dispatch only when your coordinators trust it.
"Our engineers now leave with the right parts for every job. First time fix went up, and our AMC customers see planned visits arrive before anything breaks."
What is F1 Agent for equipment and machinery service?
F1 Agent is a Salesforce native field service platform for companies that repair and maintain machines at customer sites. It covers case intake, customer and asset identification, asset service history, Work Orders with Work Types and line items, Service Appointments, AI dispatch, service inventory with van stock and transfers, a technician mobile app, products consumed, invoicing, SLA tracking and preventive Maintenance Plans.
How does AI dispatch choose an engineer?
AI considers the skills required by the Work Type, each engineer’s skills, the job’s service territory, engineers working in that territory, availability, open time slots and job priority. It can recommend an engineer for the dispatcher to confirm, or auto dispatch according to your configured logic.
Can we track spare parts in each engineer’s van?
Yes. Inventory can be held at warehouses, van stock and customer locations. F1 Agent compares required parts with van stock, supports Product Transfers and Product Requests, and records every movement as a Product Transaction.
What happens if the engineer uses different parts than planned?
At check out the engineer confirms actual usage. A planned part that was not used requires a reason, and additional parts used on site can be added. The final Products Consumed record reflects what really happened.
Can we raise invoices from the service visit?
Yes. An invoice can be generated based on products consumed and your business process, and shared with the customer through the Salesforce based workflow.
How do maintenance plans work?
A Maintenance Plan defines recurring service for an asset or account, for example every 90 days. Future Work Orders and Service Appointments are generated automatically from the plan, so preventive visits do not depend on manual scheduling.
Can a large job be split into stages?
Yes. Work Order Line Items divide a large Work Order, such as an installation or overhaul, into parts with their own timing and requirements.
Do we need Salesforce Field Service licences?
F1 Agent runs on your Salesforce org and uses standard service objects such as Case, Asset, Work Order and Service Appointment. Talk to us about your current Salesforce edition and licences, and we will confirm what your setup requires.
Can we measure SLA compliance and engineer productivity?
Yes. Managers can see cases assigned and resolved per engineer, resolution timelines and how service execution compares against defined SLAs.
How do we start?
Start with one service territory and your most common Work Types on your existing Salesforce org. Begin with AI dispatch recommendations, then add auto dispatch and Maintenance Plans in later stages. Pricing is per user per month at [₹ per user / month].
Bring one real breakdown job. We will run it through F1 Agent in Salesforce, from case to asset history, Work Type, AI dispatch, parts transfer and invoice, and show where your repeat visits come from.
