Salesforce has announced the next generation of Salesforce Field Service, equipping teams across industries with AI-powered tools to deliver trusted, mission-critical field service.
Built on the world’s #1 CRM, Salesforce Field Service includes new appointment scheduling and optimization capabilities, AI-driven guidance for dispatchers, asset performance insights and automated customer communications, all of which help ensure jobs are completed the first time, on time, every time.
What’s New with Salesforce Field Service
Salesforce Field Service innovations include:
• Dynamic Priority enables dispatchers to focus on the jobs that matter most, with scheduling and optimization capabilities that automatically prioritize jobs based on the service level agreement or how critical the work is. For example, if maintenance is due or a warranty is about to expire, that job will automatically receive higher priority over others.
• Einstein Recommendation Builder enables organizations to rapidly deploy machine learning models to enhance service, including AI-powered recommendations to ensure mobile workers always have the right parts for the job. Einstein will scan past work orders for previous similar jobs to identify which parts will be needed for the current one.
• Asset 360 is a new set of asset management capabilities that ServiceMax is building in partnership with Salesforce. With Asset 360, companies will have complete visibility into their install base, service contracts and asset performance (e.g. machinery, medical equipment) to maximize the uptime of complex equipment and reduce operational costs.
• Appointment Assistant uses live status updates and GPS to automatically update customers on the technician’s arrival time. This keeps customers informed, and gives them a chance to vacate the premises and/or adequately prepare before the technician arrives—increasing safety for both technician and customer while social distancing is advised.
Dynamic Priority will be generally available in October 2020. Einstein Recommendation Builder will be in beta in October 2020. Asset 360 will be generally available in November 2020. Appointment Assistant will be in closed pilot in US in October 2020.
