Salesforce Unveils Tools To Empowers Mobile Workforce

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Salesforce has introduced four new capabilities for Field Service to help businesses equip their mobile workforce for the future.

These features will enable businesses to scale field service resources to handle more complex jobs, customise mobile workflows to improve employee experiences, provide customers with self-service scheduling, and use video to troubleshoot issues in real time.

Customers today expect businesses to deliver world-class service whether they’re working with a call center employee, engaging with a bot, or interacting with an agent in the field. But field service organisations often don’t have the tools, skills, and information to meet these expectations. In fact, 80 per cent of field service professionals say the skills required for their job have changed from just two years ago.

Salesforce Field Service was built to manage mobile workforces on the world’s number one CRM. It offers a complete service offering that connects customer data and service experts on one platform. Salesforce Field Service also provides intelligent scheduling, virtual support, and visual assistance to solve problems efficiently and reduce costs. In addition, an integration with Slack enables swarming capabilities and collaboration with the right experts, based on availability and skills.

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Additions to Salesforce Field Service include:

• Enhanced Scheduling and Optimisation Engine will enable businesses to handle more complex field service jobs that require several steps and technicians.
• Lightning Web Components for Field Service will allow businesses and partners to easily customise the Salesforce Field Service mobile app with advanced features and workflows to provide a better technician experience.
• Appointment Assistant Self-Service Scheduling enables customers to schedule, cancel, confirm, or reschedule their own appointments, all without waiting on hold. And as customers make these changes, technician schedules and service resources automatically adjust for the new schedule.
• Visual Remote Assistant Two-Way Video lets both agents and customers collaborate over video in real-time to troubleshoot issues. This can be used as a triage step, automatically triggered based on the characteristics of a support ticket, to avoid unnecessary and expensive truck rolls.

“With customers and employees looking for fast and easy service, the field service industry is ripe for change,” said Paul Whitelam, GM of Field Service Management at Salesforce. “Salesforce is continuing to evolve our field service management platform to meet the needs of customers and field service employees in this all-digital world, and these latest innovations bring more trust, speed, and convenience to every field service interaction.”