Salesforce has launched the next generation of Salesforce Field Service, equipping teams across industries with AI-powered tools to deliver trusted, mission-critical field service.
By Mark Cattini, senior vice-president: field service management at Salesforce
Salesforce Field Service includes new appointment scheduling and optimisation 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.
When the pandemic first hit, many industries that send employees out to complete jobs in the field had to shut down entirely.
But critical machinery still needs to be repaired – medical devices require servicing, air conditioning units need to be fixed and assembly line machines still malfunction.
After getting over the initial shock of computer engineering career workers are returning to work. Following an initial dip in March, Salesforce Field Service saw usage jump more than 50% between April and July 2020, and is actually now being used 20% more than at pre-Covid levels as companies and frontline workers scramble to clear the backlog of service requests created earlier this year.
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