Salesforce Adds Two-Way Video and Custom App Capabilities to Field Service Platform

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According to the company, the changes have made customer service tasks more user-friendly for employees and customers.

The new two-way video feature in Salesforce’s Field Service Management Platform Remote Visual Assistant allows customer service agents and customers to share their cameras in real time to troubleshoot issues.
Image: Salesforce

Salesforce has added four new features to its Field Service Management platform to make customer support tasks easier for customers and employees. New components include self-scheduling for customers, two-way video, the ability to create custom apps, and a scheduling optimization engine.

Paul Whitelam, senior vice president and general manager of field service management at Salesforce, said these new features will help service businesses meet changing customer and employee expectations. Both groups want more personalized experiences from customer service software, like booking an appointment online or calling an agent back instead of waiting on hold. Employees expect the same ease of use from apps at work, he said, which means simple user interfaces and easy-to-use tools.

“Automation and AI are becoming a bigger piece of the puzzle, as it allows dispatchers and field service technicians to eliminate simple work and focus on harder, more complex issues that require human interaction,” he said.

The Lightning Web Components feature allows customers to build custom apps to fit a particular workflow or industry-specific task.
Image: Salesforce

Service providers can also use these new features to capture institutional knowledge as older field service workers begin to retire and businesses risk losing years of historical knowledge and expertise.

“This labor shortage makes it all the more important to be able to share knowledge in the field – for example using remote visual assistant technology – allowing dwindling expertise to be more readily available. “, did he declare.

SEE: Software as a Service (SaaS): Cheat Sheet (Free PDF) (TechRepublic)

Salesforce Field Service provides scheduling, mobile capabilities, AI to manage tasks, and swarming capabilities with Slack for mobile workforces. New features include:

  • Improved Scheduling and Optimization Engine: This feature is in beta and allows companies to chain together all the steps of a complex job so that dispatchers can understand the job and manage workers appropriately.
  • Lightning Web Components: This feature is in pilot testing and allows customers to build custom apps to fit a particular workflow or industry-specific task.
  • Appointment Assistant Self-Service Scheduling: This feature is generally available and allows customers to schedule, cancel, confirm, and reschedule appointments.
  • Remote Visual Assistant Two-Way Video: This feature is also generally available and allows customer service agents and customers to share their cameras in real time to troubleshoot issues.

Field service is becoming a more important strategy for businesses, Whitelam said.

“Service has always been a cost department, but today service is becoming a revenue driver, enabling agents to up-sell, cross-sell and build trust with the customer,” said he declared.

Lightning Web Components are the company’s primary way to extend its apps, including Lightning Desktop and the Salesforce mobile app, Whitelam said.

“By adding LWC support to the Field Service app, we’ll enable customers, SIs, and ISVs to build for a wide variety of use cases not supported in the app,” he said. declared.

The improved scheduling and optimization engine puts all the steps required to complete a particular job in one place. This makes it easier for dispatchers to understand how long it takes to complete a job. Two-way video is browser-based, which means it can work on Android, iOS, and Windows mobile devices.

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