Salesforce adds adds two-way video and custom app capabilities to Field Service platform

Adjustments made customer support duties extra consumer pleasant for workers and clients, in line with the corporate.


The brand new visible distant assistant two-way video characteristic on the Area Service Administration platform from Salesforce lets customer support brokers and clients share their cameras in actual time to troubleshoot issues. 

Picture: Salesforce

Salesforce added 4 new options to its Area Service Administration platform to make buyer assist duties simpler for purchasers and workers. The brand new parts embody self-scheduling for purchasers, two-way video, the power to construct customized apps and a scheduling optimization engine.

Paul Whitelam, SVP and GM of Area Service Administration at Salesforce, mentioned these new options will assist service corporations tackle altering buyer and worker expectations. Each teams need extra personalised experiences from customer support software program, comparable to scheduling appointments on-line or having an agent name again as an alternative of ready on maintain. Workers count on the identical ease of use from apps at work, he mentioned, which implies easy UIs and simple to make use of instruments. 

“Automation and AI have gotten a much bigger piece of the puzzle as this enables dispatchers and subject service technicians to get the easy work out of the way in which and deal with tougher, extra advanced points that require human interplay,” he mentioned. 


The Lightning Internet Elements characteristic permits clients to construct customized apps to suit a selected workflow or industry-specific process.

Picture: Salesforce

Service suppliers can also use these new options to seize institutional data as older subject service staff start to retire and companies are vulnerable to shedding years of historic data and experience. 

“This labor scarcity makes it all of the extra essential to have the ability to share data within the subject — for instance by utilizing visible distant assistant expertise — enabling dwindling experience to be extra available,” he mentioned. 

SEE: Software program as a Service (SaaS): A cheat sheet (free PDF) (TechRepublic)

Salesforce Area Service gives scheduling, cell capabilities, AI to handle jobs, and swarming capabilities with Slack for cell workforces. The brand new options embody:

  • Enhanced scheduling and optimization engine: This characteristic is in beta and permits corporations to chain collectively all of the steps in a fancy job so dispatchers can perceive the work and handle staff appropriately.
  • Lightning Internet Elements: This characteristic is in pilot testing and permits clients to construct customized apps to suit a selected workflow or industry-specific process.
  • Appointment assistant self-service scheduling: This characteristic is usually obtainable and permits clients to schedule, cancel, affirm and reschedule appointments.
  • Visible distant assistant two-way video: This characteristic can be usually obtainable and lets customer support brokers and clients share their cameras in actual time to troubleshoot issues. 

Area service is turning into a extra essential technique for enterprise, Whitelam mentioned. 

“Service has traditionally been a price division, however right this moment there’s a shift in the direction of service turning into a income driver, enabling brokers to up-sell, cross-sell, and construct belief with the shopper,” he mentioned. 

Lightning Internet Elements is the corporate’s main manner of extending its apps, together with Lightning desktop and Salesforce cell app, Whitelam mentioned.

“By including LWC assist to the Area Service app, we’ll allow clients, SIs and ISVs to construct for all kinds of use instances not supported within the app,” he mentioned.  

The improved scheduling and optimization engine places all of the steps required to finish a selected job in a single place. This makes it simpler for dispatchers to know the time required to finish a job. The 2-way video is browser based mostly, which implies it may work on Android, iOS and Home windows cell gadgets.

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