Bring AI agents into every corner of your field service operations. With Agentforce, you can augment every employee to get work done faster, tap into connected assets to deliver proactive service and get your techs home in time for dinner. Let humans do what they do best. Digital labour will handle the rest.
Source: Salesforce Field Service Success Metrics Study, 2022
Augment your teams with trusted AI agents to scale your operations.
Pella saw a 589% ROI and automated time-consuming processes, giving its frontline workers more time to focus on more personalised service.
TOMRA used AI-powered scheduling and optimisation to improve technician response times by 20%.
See how CPI Security uses Agentforce to streamline scheduling and reduce calls by 30%.
Accelerate service delivery, enhance customer satisfaction and boost overall efficiency by giving your mobile workers vital customer data, asset history and service records prior to each job. With summarised insights that include equipment maintenance and past customer interactions, Pre-work Briefs help mobile workers prioritise onsite tasks and grasp the broader context for meeting contract terms.
Field challenges can be daunting when you're on your own. That's why our Field Service mobile app gives contractors and employee the power to search both internal and external knowledge bases instantly. Powered by AI summarisation, users get the precise information necessary to improve first-time fix rates — boosting confidence and credibility in real-time.
Take on-site knowledge search to the next level with multi-modal support and help everyone operate as your most seasoned technician. By combining the power of AI with image capture and recognition, technicians can photograph their issue — such as error codes or asset model numbers — with the Field Service mobile app and Agentforce will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Agentforce to generate accurate responses even when the device is off-line.
Say goodbye to time-consuming and error-prone service reports at the end of each job. Our intelligent summary generation feature ensures accurate and comprehensive reports while also reducing visit duration. Boost customer satisfaction significantly with Service Reports enriched with real-time customer and asset data, updates from mobile workers and job images.
Our Field Service mobile app — available on Android and iOS — is the ultimate all-in-one tool tailored for the demands of today's mobile workforce. Designed as an off-line-first application, it enables your front line to work and seamlessly save changes even without Wi-Fi. Plus, the app offers extensive customisation options, so it aligns perfectly with your unique business requirements.
Empower your mobile app users with off-line-capable experiences through Lightning Web Components (LWCs). Use standard components to build a tailored interface that aligns perfectly with your company's requirements. Unleash your creativity by designing customised components that boost productivity and bring your innovative ideas to life for your workforce.
Empower your mobile workforce with seamless connectivity and timely assistance whenever they need it. Swiftly mobilise for service appointments and tap into the expertise of colleagues throughout your organisation. Our user-friendly interface ensures intuitive and accessible collaboration — keeping your team connected and responsive.
Make data collection a task that your mobile workers get excited about by empowering them with dynamic and intelligent forms natively built in the Field Service mobile app. With a low-code builder experience, your business users and admins can quickly create tailored forms — that work even when off-line — to capture critical data out in the field. Revolutionise how your business collects and utilises information to drive action when your data is grounded in and connected to Salesforce data.
Boost your dispatchers' productivity with our Dispatch Console. Easily create and update resource absences directly in the console. Efficiently organise candidates by availability and skill to identify the ideal candidates for each appointment. Experience an enhanced user interface that maximises the potential of your Gantt chart for improved scheduling efficiency.
Your dispatchers face many challenges throughout the day — from ensuring contractual SLAs are met to handling in-day conflicts like absences and vehicle breakdowns. That's why we've built an AI assistant directly in their flow of work to help streamline scheduling and exception handling. Dispatchers can now use natural conversation to quickly find appointments that need attention and present them in the Gantt to take action faster from a single screen.
Elevate your field service operations with our best-in-class scheduling and optimisation engine. Built on the Hyperforce platform, Enhanced Scheduling and Optimisation automates scheduling while aligning with priorities and constraints. It ensures efficient resource allocation, minimises travel time and complies with service-level agreements.
Use real-time data to quickly assess the impact of global or in-day optimisation on travel time and resource utilisation. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.
Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime
Shift from reactive to proactive service by predicting upcoming service needs for an asset with AI and Data Cloud. Our out-of-the-box AI training model can identify common issues based on current asset data and service history of similar assets and predict the time of — and reason for — an asset failure. With this insight, companies can ensure asset uptime, increase customer satisfaction and drive higher service margins by addressing potential issues in advance and consolidating tech activities to one visit.
Simplify the entire work Order Management process to seamlessly create, assign, execute and debrief work orders. Empower your team to stay agile, improve customer satisfaction and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.
Salesforce Field Service
Make faster, smarter decisions to improve field service operations with the right information at your fingertips. Data Cloud makes it easy to integrate data from any system and unlock new insights. Use pre-built analytics dashboards to monitor performance, analyse trends and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilisation, asset availability and much more.
Quickly assess the impact of global or in-day optimisation on travel time and resource utilisation using real-time data. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.
Respond to urgent work, emergencies and more by controlling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various workstreams, making it easy to manage and optimise your workforce based on factors like location, work type and timeframe.
Transform back-office operations when your team can closely monitor and track critical business metrics in a unified view. Empower them to dig deeper and quickly address urgent issues with out-of-the-box analytics and real-time insights, powered by Data Cloud. Ensure the most relevant and personlised KPIs for each user with customised settings.
Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritise immediate solutions without on-site visits, Visual Remote Assistant connects them to experts on-demand who can guide them through each step of the resolution on-screen — ensuring customer satsifaction while reducing truck rolls.
Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates and stay informed about their onsite visits — creating an experience that's more convenient and extremely efficient.
Find the right field service option for your business needs.
Agentforce 1 Field Service Edition brings AI agents, data and trust to Field Service and enables your organisation to get the most value from your field service products.
This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
Our dream is to not do any more paperwork. Post-Work Summary with Dynamic Data Capture and Multi-Modal will get us there.
Aaron (AJ) BagwellChief Technology Officer, Axis Water Technologies
Our ability to deliver proactive service rather than 'firefighting' ensures customers and employees stay with Pella. AI-first field service makes our work faster, safer and helps get installs right the first time.
Nick MrazStrategic National Installation Manager, Pella
From support, expert guidance and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.
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Field service management software gets the right workers to the right place at the right time with the correct set of tools and data to perform a series of steps and tasks onsite.
The best field service management software drives efficient operations and improves the productivity of front-line teams delivering service onsite at homes and businesses. With CRM, data and AI, organisations can streamline processes, improve communications and create customer loyalty.
Field service has solutions designed to support any and all field service roles: dispatchers, technicians and contractors. Pricing provides organisations return on investment with productivity gains for workers and improved operational efficiency.
Field service automation involves using software and technology to streamline and enhance the efficiency of on-site service operations, including scheduling, dispatching and managing field service technician tasks.
Workforce management (WFM) is a strategic process that service organisations use to make sure they have the right people, skills and resources to handle service requests efficiently and cost-effectively.
Similarly, mobile workforce management is a system that optimises the activities of field workers & mobile workforces through real-time communication, data access and centralised oversight of their schedules, routes and tasks.
A mobile workforce is a team of employees and contractors who perform their duties from various locations outside of a traditional office setting.
Dispatch management is the process of overseeing the scheduling, planning and tracking of resources to ensure timely, efficient and effective field service for a range of functions. These include repairs, installations, maintenance, emergency response, home healthcare, insurance claim assessments, deliveries and much more.
Route optimisation is the process of planning the fastest and most cost-effective way for your mobile field service workers to get from one appointment to another. Field service route optimisation means your mobile workers spend less time driving, which boosts efficiency and supports sustainability. Learn how the best route optimisation software can help to improve your workforce efficiency.
Work order management is the process of organising, tracking and controlling maintenance and field service tasks from initiation to completion, ensuring that jobs are completed efficiently and effectively.
