Salesforce Field Service Adds Planning and Lightning Web Tools

Salesforce Field Service offers new features to help developers create consumer-style experiences, including self-service scheduling, digital signatures, and Lightning web components.

Self-service appointment wizard scheduling is now available, which allows customers of users to cancel appointments with a technician. Schedule changes are based on user-defined rules such as “cancellations allowed up to 24 hours before the scheduled visit”, which is essential for truck technicians, who often follow meticulously planned routes with specific parts and tools loaded for a particular workday.

Also available now in Salesforce Field Service – formerly Lightning Field Service – is Visual Remote Assistant Two-Way Video, which was born out of a partnership with TechSee, an AI computer vision company. This feature allows remote customer service agents or remote technicians to access video from a customer’s smartphone to diagnose and resolve issues – either an agent assisting the customer directly or an experienced technician remotely assisting a customer. colleague in the field.

These Salesforce Field Service features, along with previous features like tracking cards that show customers where the technician is on their way to their home or business facility, are the latest sign of a user-friendly contact center service convergence. and field service, which often have their own software and contract structure.

Two factors are driving this trend: Field service must catch up with the expectations set by customer-centric consumer companies, and Millennial decision-makers demand better field service and more control. about the experience, explained Brent Leary, founder of CRM Essentials. .

Salesforce Field Service enables two-way video between contact center agents or remote technicians and customer smartphones.

“The ability to deliver a truly exceptional customer experience, when they need it, is going to be a game changer in terms of who can do it best,” said Leary. “We all want as much control as possible over what we do and how we spend our time.”

Of course, such features require a lot of back-end support. One example, said Paul Whitelam, general manager of Field Service Management at Salesforce, is the appointment cancellation feature. To provide rescheduling availability, the platform needs to access a driver’s planned routes as more service tickets arrive. This data analysis should be displayed quickly in an application.

Remote support wave of future customer service

Many vendors have added or are in the process of adding remote video capabilities to their service platforms, said Predrag Jakovljevic, analyst at Technology Evaluation Centers. IFS and Zoho both offer this functionality in their customer service platforms.

Who will be the first to adopt these features? “Almost anyone who needs to troubleshoot complex assets,” said Jakovljevic, “and in situations where a remote expert can help you with instructions or even remotely mark parts for replacement and show you how do it using augmented reality. “

Another trend driving remote assistance features and better field service in general, Leary and Whitelam said, is the sustainability of remote work. Remote visual access makes the customer part of the service experience and can, in theory, reduce costly in-person visits by technicians on trucks.

Lightning Web Components Extend To On-Premises Service

Currently available as a pilot, Lightning Web Components for Field Service will allow field service teams to build workflows and features in web and mobile applications that Salesforce sales, marketing, and customer service teams can develop. These will make subscription services easier to build and allow integrators to build industry-specific applications that they can deliver to users.

They can also improve the employee experience, automating processes such as data entry that field service agents now perform manually.

“Our customers and system integrators can build these reusable applications very quickly using scalable components, designed to work on all browsers,” said Whitelam. “We provide the source code; we provide the documentation. Organizations can be up and running very quickly with these rich user interfaces. “

Salesforce also extended a long-standing agreement with e-signature provider DocuSign to manage the tracking, enforcement, and updating of key service contract terms across departments. This feature, which will automate many currently manual processes around service providers fulfilling their contractual obligations, will include AI components and will be added in 2022.

DocuSign’s partnership that adds these workflows to Salesforce Field Service is part of a larger agreement between the two companies. It includes planned features for setup-price-quote documentation, contract templates, and Slack-based collaboration agreements, among others.

Don Fluckinger covers enterprise content management, CRM, marketing automation, e-commerce, customer service, and enabling technologies for TechTarget.

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