Drive efficiency in the field with Agentforce.

Pre-Work Brief

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 summarized insights that include equipment maintenance and past customer interactions, Pre-work Briefs help mobile workers prioritize onsite tasks and grasp the broader context for meeting contract terms.

On-site Knowledge Search

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 summarization, users get the precise information necessary to improve first-time fix rates — boosting confidence and credibility in real-time.

Multi-Modal Troubleshooting

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 offline.

Post-Work Summary

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.

Boost mobile worker productivity.

Field Service Mobile App

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 offline-first application, it enables your front line to work and seamlessly save changes even without Wi-Fi. Plus, the app offers extensive customization options, so it aligns perfectly with your unique business requirements.

Mobile App Extensibility

Empower your mobile app users with offline-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 custom components that boost productivity and bring your innovative ideas to life for your workforce.

Slack for Field Service

Empower your mobile workforce with seamless connectivity and timely assistance whenever they need it. Swiftly mobilize for service appointments and tap into the expertise of colleagues throughout your organization. Our user-friendly interface ensures intuitive and accessible collaboration — keeping your team connected and responsive.

Data Capture

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 offline — to capture critical data out in the field. Revolutionize how your business collects and utilizes information to drive action when your data is grounded in and connected to Salesforce data.

Optimize scheduling and dispatch.

Dispatch Management

Boost your dispatchers' productivity with our Dispatch Console. Easily create and update resource absences directly in the console. Efficiently organize candidates by availability and skill to identify the ideal candidates for each appointment. Experience an enhanced user interface that maximizes the potential of your Gantt chart for improved scheduling efficiency.

Agentforce Dispatcher

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.

Scheduling and Optimization

Elevate your field service operations with our best-in-class scheduling and optimization engine. Built on the Hyperforce platform, Enhanced Scheduling and Optimization automates scheduling while aligning with priorities and constraints. It ensures efficient resource allocation, minimizes travel time, and complies with service-level agreements.

Forecasting and Planning

Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. When refining your scheduling policy, get an instant view of optimization results and KPI changes.

Intelligently manage work and assets.

Asset Service Management

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

Asset Service Prediction

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.

Work Order Management

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 digitizing the entire work order lifecycle.

Take action on key insights.

Field Service Intelligence

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, analyze trends, and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilization, asset availability, and much more.

Forecasting, Planning, & Optimization

Quickly assess the impact of global or in-day optimization on travel time and resource utilization using real-time data. When refining your scheduling policy, get an instant view of optimization results and KPI changes.

Work Capacity

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 optimize your workforce based on factors like location, work type, and timeframe.

Field Service Operations Home

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 personlized KPIs for each user with custom settings.

Provide seamless customer experiences.

Visual Remote Assistant

Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritize 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.

Appointment Assistant

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.