Salesforce Field Service to ERP Integration Guide
Salesforce Field Service (formerly Field Service Lightning) manages the dispatch, scheduling, and execution of on-site service work. But the financial impact of that work -- parts consumed, labor charged, warranty claims processed -- lives in the ERP. Integrating these systems ensures that every service appointment results in accurate cost capture, inventory adjustment, and billing in the ERP without manual reconciliation.
Work Order to ERP Service Order Sync
Salesforce Work Orders represent service jobs with tasks, skill requirements, and scheduling constraints. When a Work Order reaches a dispatched or completed status, corresponding records must exist in the ERP for cost accumulation, parts allocation, and billing. The ERP service order captures labor hours, material consumption, and overhead that Salesforce tracks at a higher level.
- Work Order creation in Salesforce triggers ERP service order generation with customer, asset, and symptom code mapping
- Work Order Line Items map to ERP service order operation lines with labor type and estimated hours
- Service Appointment completion events push actual labor hours and completion timestamps to the ERP service order
- Work Order status transitions (New, Dispatched, In Progress, Completed) sync bidirectionally with ERP service order status
- Work Order custom fields for warranty flag, contract reference, and priority map to ERP service classification fields
Parts Consumption and Inventory Adjustment
Field technicians consume parts from their van stock, warehouse inventory, or customer-supplied materials during service visits. Salesforce Field Service tracks parts used via Product Consumed records on the Work Order, but the actual inventory decrement and cost allocation happens in the ERP. Real-time or near-real-time sync ensures inventory accuracy and prevents stockouts.
- Products Consumed records on Salesforce Work Order create ERP material issue transactions against the service order
- Van stock inventory tracked in Salesforce syncs with ERP technician warehouse locations for replenishment planning
- Serial number capture on consumed parts in Salesforce links to ERP serial history for traceability and warranty tracking
- Parts return workflows reverse the ERP inventory transaction when technicians return unused parts to the warehouse
- ERP reorder point triggers generate purchase requisitions when van stock falls below minimum levels based on consumption data
Warranty and Service Contract Validation
Before authorizing a repair, the system must validate whether the asset is under warranty or covered by a service contract. Warranty and contract data often originates in the ERP based on the original sales order and shipment date. Salesforce Field Service needs this coverage information to determine whether the work order is billable or covered, routing it through the correct cost center in the ERP.
- ERP warranty records sync to Salesforce Entitlement and Service Contract objects with coverage dates and terms
- Salesforce Entitlement Process verifies coverage before Work Order creation and flags billable vs. warranty jobs
- Contract line items from the ERP map to Salesforce Contract Line Item objects with included service counts and expiration dates
- Warranty claim submissions in Salesforce generate ERP warranty claim documents for OEM reimbursement processing
- Service contract renewal workflows in Salesforce trigger ERP contract extension and billing schedule updates
Want seamless field service-to-ERP data flow? Contact our Field Service integration team for an architecture assessment.
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