The COVID-19 outbreak shut down many businesses. It most impacted the businesses that involved travel and site visitations. Industries that had to send its employees to the field to get the work done have been shut down completely. Such as providing air conditioning or medical device services, fixing critical machinery like assembly line malfunction, or delivering packages.
Post the first phase of the COVID-19, the front-liners went back to work and the Salesforce Field Service Lightning observed a surge of more than 50% in its usage in the month of April and July. Now the usage has increased by more than 20% as compared to the pre-COVID period because the front-liners are now clearing their backlogs and completing their remaining tasks.
So, on September 1, 2020, the world’s #1 CRM Salesforce launched a next-generation field service on its platform. With trusted mission control field service, this next-gen service empowers teams of multiple industries with AI-enabled tools that allow them to get the job done for the very first time.
It provides them with AI-driven guidance for dispatchers, new appointment scheduling and optimization capabilities, automated customer communications, and asset performance insights.
Salesforce Field Service New features:
The following are the new innovations of the next generation Salesforce Field Service.
1. Dynamic Priority:
This feature allows the frontline workers to prioritize their tasks and focus on the most important one. It provides them with scheduling and optimization capabilities that streamline the tasks automatically based on service level agreement or importance.
For instance, in a situation where a warranty is about to experience, the service date is closing, or the maintenance is due, these tasks are considered to be the topmost priority.
2. Einstein Recommendation Builder
This feature allows organizations to enhance services with machine learning models. One such service would be AI-powered recommendations. It helps in making sure that the frontline workers have everything they need to complete the job.
Einstein Recommendation Builder does this by scanning all the previous work orders pertaining to similar jobs and analyzing what all might be required for the new one.
3. Asset 360
This is a new feature that provides a new set of asset management capabilities and is built in collaboration with ServiceMax. Asset 360 will give 360-degree visibility to the organizations into their service contracts, installed base, and the asset performance, that is, machinery and medical equipment.
This will help in reducing the operational cost, decreasing the manpower, and boosting the uptime of complex equipment.
4. Appointment Assistant
This feature is a relationship builder. It allows you to inform your customer when their technician is arriving to resolve their issues. They can check his updated live status and GPS location automatically. It pre-informs them of the technician’s arrival so that they can prepare the premises or vacate it, whatever is required.
After the acquisition of a leader in field service management, these are the latest innovations made to the Salesforce Field Service.
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