Salesforce is introducing four new capabilities for Field Service to help businesses equip their mobile workforce for the future. These features will enable businesses to scale resources for more complex jobs, customize mobile apps to tailor employee experiences, provide flexible customer scheduling, and use video for both improved customer and employee interactions.
Salesforce Field Service is a complete solution to manage onsite support and your mobile workforce. Providing scheduling, mobile capabilities, AI to manage jobs and solve problems on the first visit and swarming capabilities with Slack. It’s built on the world’s #1 CRM and part of a complete service offering that connects customer data and your service experts on one platform.
Additions to Salesforce Field Service include:
- Running on Hyperforce, Salesforce’s next-generation platform architecture, the new Enhanced Scheduling and Optimization Engine will enable businesses to handle complex field service jobs in more locations around the world. For example, an American utilities company can now expand to serve global customers on the same platform, and instantly get up and running in a new region. The optimization comes in when a utility job requires several steps and technicians: digging a hole for a new electric pole, installing the pole and wires, and adding wiring to nearby structures. Salesforce Field Service will enable companies to chain these steps together into one project so dispatchers can see complex jobs in their entirety and better manage worker capacity.
- Lightning Web Components for Field Service will enable businesses and partners to easily customize the Salesforce Field Service mobile app with advanced features and workflows to provide a better employee experience. For example, a water delivery company can create a custom app that pre-populates order information — like the delivery cadence and quantity — from Service Cloud into one page, saving the delivery person time on approvals and the headache of having to fill out the same information over and over. Lightning Web Components also provides new opportunities for partners and SIs to create industry-specific customizations, such as a streamlined workflow for home security companies or industrial machinery manufacturers that can be easily implemented in a few clicks.
- Appointment Assistant Self-Service Scheduling enables customers to schedule their own appointments and cancel, confirm, or reschedule - all directly within the app, and without waiting on hold. Technician schedules and service resources will automatically adjust.
- Visual Remote Assistant Two-Way Video now lets both agents and customers share their cameras in real time to troubleshoot issues. For example, an agent can show a customer step by step how to reset their cable box. On-site technicians can get real-time training or additional support from a contact center agent to collaborate on more complex issues.