Salesforce announced new AI-driven field service capabilities to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the Salesforce platform and grounded in a company’s own trusted data through Data Cloud, these latest innovations will also help teams deliver more proactive and satisfying customer experiences
- Salesforce’s Mobile SDK now supports building apps for VisionOS on Apple Vision Pro. This new capability enables developers to quickly bring all their Salesforce data to spatial computing in compelling ways
- Agentforce for Dispatchers empowers dispatchers to quickly address urgent appointments — like ones that involve delays, cancellations, or absences — using a conversational interface. The AI assistant presents a Gantt chart so the dispatcher can easily identify risks and adjust appointments on a single screen, streamlining decision-making and increasing productivity
- Field Service Operations Home equips dispatchers and supervisors with an AI-powered home page experience that uses real-time data to surface key insights. This home page unifies data with Data Cloud and uses Einstein to identify patterns and critical trends, allowing users to quickly see what’s important and take immediate action
- Multi-Modal Field Tech Support helps technicians complete tasks faster using AI text and image recognition. Technicians can photograph their issue with the Field Service Mobile application, and Einstein will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Einstein to generate accurate responses even when the device is offline
- Data Capture enables technicians to quickly collect field data with dynamic forms in the Field Service Mobile App — online or offline. Users enter data using drop-down menus, images, and files, with forms adjusting dynamically to ensure only relevant details are entered. This saves valuable time on every entry
- Asset Service Prediction lets field service organizations proactively address issues for assets before problems occur. Using an AI model that analyzes historical service data from Data Cloud, Asset Service Prediction can identify the time of — and reason for — a likely asset failure, enabling technicians to avoid downtime and costly truck-rolls
Availability
- Agentforce Assistant for Dispatchers and Field Service Operations Home is generally available from October 2024
- Data Capture is in beta starting from October 2024
- Multi-Modal Field Tech Support is in pilot starting from December 2024
- Asset Service Prediction is in beta starting from October 2024
Source: Salesforce
