Einstein Copilot for Field Service: An Introductory Guide

In an era where efficiency and customer satisfaction are paramount, AI has become an indispensable tool. With 79% of field service organizations already investing in it and 83% of decision makers planning to increase their investment next year, AI is transforming how we make our customers happier, lower costs, and give our employees time back to spend on valuable and fulfilling tasks.

With our latest Einstein Copilot innovations, you can now carry your entire back office with you in your pocket and out on the field. 

What is Copilot?

Einstein Copilot is the conversational AI assistant that increases productivity, reduces service times, and provides contextualized guidance on the job. You might be wondering:

• Why should I set up Einstein Copilot?
• What are some key use cases that I can use this capability for in field service?
• How do I ensure it’s set up correctly and won’t disrupt my field service org?

If you have any of these questions, you’re in the right place. Let’s explore Einstein Copilot capabilities that are available out of the box — no additional configuration required!

Copilot for the mobile worker

Summarize records with one click

Our mobile workforce manages hundreds of assets to keep our businesses running smoothly. Efficient asset service management is critical to maximize the performance, longevity, efficiency, and uptime of assets — all while minimizing costs for your organization. What if there was a way to get a quick overview of an asset’s history, without needing to click into various records to piece the story together? 

With Einstein Copilot’s out-of-the-box summarize standard action, this is now a reality. A simple request like “Summarize the 10 kW wind turbine asset” can return information such as an asset’s install date, purchase date, active warranty details, related work order information, and more. 

Bonus: Einstein Copilot also knows that assets may have similar names. It can detect which assets you may be referencing, and with a user’s confirmation, you can quickly and easily ensure that the correct asset is being summarized.

Utterance: Summarize a 10 kW wind turbine asset.

(P.S.: Bonus! While it’s not Einstein Copilot, pre-work brief is another great AI mobile capability that helps your technicians get a summary of what they’re working on.)

Ask questions on the job with onsite knowledge search

Have your mobile workers ever needed to reference a troubleshooting guide, knowledge article, or even the internet while onsite? We now support unified knowledge search on mobile via Einstein Copilot. Mobile workers can now get guidance for questions like “Why isn’t my wind turbine producing energy?” or “How do I initiate a return?” all in one place via a conversational interface.

You might be wondering, “Where does this knowledge come from?” With Unified Knowledge, Einstein Copilot can pull from Salesforce knowledge articles and third-party systems. The best part? This capability is available out of the box. Once you’ve enabled Einstein Copilot, all you need are some knowledge articles in your org to get started.

Let’s take a look at it in action.

Utterance: Why isn’t my wind turbine producing energy?

Let’s see another example. Utterance: How do I initiate a return?

Einstein Copilot for the dispatcher

Find and schedule time-sensitive appointments

Let’s switch gears to the back office. Dispatch management often entails many moving parts throughout the day: last-minute reschedules, conflicts, emergency appointments, and more. How can you use Einstein Copilot to help dispatchers find and schedule the most time-sensitive appointments? Einstein Copilot can help quickly identify appointments that are unscheduled, but must be done today so dispatchers can start making schedule changes. This enables a reduction in response time that’s critical to maintaining SLAs.

Utterance: Show me all unscheduled appointments that their due date is today.

Summarize upcoming appointments for a specific account

Einstein Copilot can also drill into data such as appointments for a specific account. This can be helpful if there’s a customer who would like to know when their next scheduled appointment is. It can also help a dispatcher identify if there are two upcoming appointments that can be combined to avoid a double visit, such as a repair appointment and a regular maintenance appointment.

Let’s take a look. Utterance: Show me all future appointments of Omega, Inc.

Technology will continue to revolutionize the field service industry in the years to come. Investing in AI solutions today is critical to staying competitive. These are just a few ways to use our capabilities today to improve your business.

Keep an eye out for more ways you can use Einstein Copilot to handle everyday business problems, like rescheduling service appointments or placing new product orders.