Salesforce has introduced four new tools for the mobile workforce in the form of additions to their Field Service platform. The new features will enable businesses to handle more complex jobs, customize mobile workflows, provide customers with self-service scheduling, and use video to troubleshoot in real time.
“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.”
Built for change
Salesforce Field Service connects customer data and service experts on one platform, it also provides intelligent scheduling, virtual support, and visual assistance to solve problems efficiently and reduce costs. Integration with the newly acquired Slack enables swarming capabilities and collaboration with the right experts, based on availability and skills.
The new tools for the mobile workforce include:
An enhanced scheduling and optimization engine that allows the handling of complex field service jobs requiring several steps and multiple technicians
Lightning Web Components for Field Service that allow companies to easily customize the Salesforce Field Service mobile app with advanced features and workflows to provide a better technician experience. This addition will also allow for partners and system integrators to create industry-specific applications.
Appointment Assistant Self-Service Scheduling that enable users to schedule, cancel, confirm, or reschedule appointments without having to directly contact the service provider. The service will also automatically update technician schedules.
Visual Remote Assistant Two-Way Video that allows agents and customers to collaborate over video in real-time to troubleshoot issues and avoid unnecessary site visits.
Automate contract obligations
DocuSign CLM for Field Service will allow customers to automate how they track, enforce, and update contract terms across departments and in the field. Centralizing contact and service data will enable automated service experiences, and efficient service execution.
