This feature allows organizations to manage complicated field service jobs that require multiple steps and technicians. Here’s a breakdown of the latest tools: Scheduling and Optimization Engine These changes include self-service features and video for troubleshooting issues.

Recently, Salesforce unveiled four new capabilities to help businesses respond to the mobile workforce. If you’re looking for more introductory information on what Salesforce Field Service is and how it benefits mobile employees, dispatchers, and supervisors, you can check out our article, Salesforce Field Service Lightning-Your Service Operation’s New Best Friend. Even better, you can also integrate Salesforce Field Service with Slack to offer even more collaboration with your experts. Virtual support, intelligent scheduling, and visual assistance features all help field service technicians address customer problems quickly. Salesforce Field Service gives organizations a comprehensive service offering to connect customer data and service experts on a single platform. This article will cover the latest additions to Salesforce Field Service and explain how they benefit companies in this mobile-first world. To meet these ever-evolving needs, Salesforce has added new tools to its field service management platform. And in some cases, going into the “field” may not be necessary at all-technicians can diagnose and fix many problems remotely thanks to digital technology. But now, field service includes all sorts of mobile workers, from home health care aids to furniture delivery installers.

Traditionally rooted in the manufacturing industry, field service tended to consist of fixing and managing broken parts and machines. The definition of field service has evolved in today’s digital world. Visual remote assistance saves photos and transcripts so that other service agents can see the visual history for Sara in any future service interaction with her.Home > Insights > Salesforce Field Service Adds New Features to Support Mobile Workforce They can both verify the reading on the unit after it is completed. Throughout the interaction, Sara and Charlie have the same view as they remotely resolve the issue together. Sara is directed to the right buttons for adjusting the temperature. The service agent then uses augmented reality annotations to interactively guide Sara.

Sara then takes a picture which allows Charlie to view and process the image using character recognition to transcribe the text. He asks Sara to view the asset tag on the unit so he can confirm they are referencing the correct water heater. Sara receives a text which directs her to a web page that commences the video conversation. By using the visual remote assistant, Charlie is able to walk through the issue in real-time. Charlie then offers to transition the conversation to video to provide interactive visual support. Once connected with Sara, service cloud voice transcribes Charlie’s conversation with Sara in real-time and Einstein recommends Charlie the next best action to follow based on what Sara is saying and what assets she has installed.Ĭharlie walks Sara through the process of adjusting the temperature on the unit, but Sara is not too sure about the heater’s buttons that Charlie is referring to. She calls Brooklyn Water Heating through omni-channel in the service console and is immediately connected with the service agent, Charlie. She is having issues with her water heater and would like to make the water hotter. Let’s say, Sara, is a Salesforce customer. Let’s walk through an example of the visual remote assistant in action.

Visual remote assistant salesforce