5 Signs You Need Agent-First Field Service

Field service spans a wide range of duties. You might immediately think of home maintenance or appliance installation, but field service technicians do so much more. They keep our communities sustainable with recycling pickups, and even keep people safe through critical inspections, infrastructure repairs, and life-saving rescues. At its core, field service is about getting the job done — no matter where the job takes you. 

But let’s face it, many field service operations are facing mounting obstacles. Our research finds that 76% of mobile workers say customer expectations are higher than ever, and 57% of mobile workers are experiencing burnout due to an ever-increasing workload. 

Thankfully, we’re an industry of problem-solvers. We know how to use the right tool for the right job, and one of those tools is Agentforce. This AI platform lets businesses deploy AI agents to support both your employees and your customers. With Agentforce for Field Service, you can augment your workforce, keep your customers happy, and help your business grow. I’m going to show you how.

What you’ll learn:

• The 5 signs you need agent-first field service
• How to start with AI agents
• The future is agent-first field service

The 5 signs you need agent-first field service

Let’s cover the biggest issues facing field service operations today, and how Agentforce can tackle each one of them.

Help wanted: Searching for skilled labor in a talent drought

We’re seeing a massive demographic shift in today’s workforce. As more and more experienced workers enter their retirement years, the loss of skilled labor is straining field service operations. Alarmingly, applications for skilled trades have dropped by nearly 50% among people earlier on in their careers. 

Agentforce multiplies your current workforce — and helps onboard new talent. 

• Agentforce optimizes the scheduling and allocation of available technicians, so you can do more with the staff you have. It also helps your technicians troubleshoot on site, which helps onramp new techs quickly.
• New hires have access to AI-powered knowledge management resources, answering questions for less experienced workers in a flash. 
• You can even use Agentforce’s skill matching to help identify the specific qualifications required for each job. This can refine your employee search, so you find the talent you need the most. 

When Agentforce is integrated into your field service, institutional intelligence isn’t locked away in one technician’s head. It’s sharable — augmenting your workforce, and getting new hires up to speed faster. 

Form fatigue: Getting buried in the administrative avalanche 

As cases become more complex — and customer expectations grow — the administrative burden on our technicians is growing, too. Our research finds that 68% of mobile workers’ time is spent on administrative tasks, while only 32% is spent with customers. More than half of mobile workers are feeling burnt out. 

Agentforce can save your technicians time. 

• Agentforce for mobile worker support uses generative AI to create Pre-Work Briefs to surface the most relevant information prior to each job. You can now even listen to briefs on your way to the job site.
• Agentforce also generates Post-Work Summaries that compile job details including steps the technician took, the parts used, the troubleshooting strategy, and more for sending to the customer and home office.  
• Dynamic Data Capture greatly reduces the burden of form-filling with intelligent forms that adapt to the job right in the flow of the Salesforce Field Service Mobile App. 
• Agentforce helps technicians adhere to Service Level Agreements (SLAs) through real-time task tracking and prioritization.

Every second spent searching for information or logging details takes valuable time from your technician’s day. With Agentforce, there is more time for human connection rather than having technicians sitting in driveways doing paperwork. 

Data disconnect: Understanding assets in an information blackhole

Salesforce research shows that 70% of companies use applications that are disconnected. This can create data silos that lead to rising costs, duplicated work, and productivity bottlenecks. For field service operations, the connectivity challenge also includes assets in the field, like Internet of Things (IoT) devices that share streams of information. If your data isn’t unified, you’re not able to make the most informed decisions. 

 Agentforce helps you see the big picture with real-time data.

• With Asset Health Score and Asset Service Prediction, Agentforce helps you use telemetry data to deliver proactive service before assets go down.
• Field Service Intelligence uses Agentforce to tap into demand forecasting, predictive maintenance and even proactive asset service management — where your team can anticipate and prevent issues before they become critical.

Agentforce gives you the ability to understand the full lifecycle of your assets — optimizing your service and better informing your business decisions.

Crisis to crisis: Trapped on the reactive service hamster wheel

So often the cadence of field service management goes like this: Something breaks, then you rush to fix it. Complicating factors – a truck not being loaded with the right parts or a surge in service requests – can add truck rolls and push your operation to the brink.

When Agentforce is integrated into your field service management, AI agents can assist customers proactively and help anticipate needs before they come. 

Agentforce helps you handle the rush.

• Agentforce for resource management, an AI assistant built directly into a dispatcher’s flow, helps dispatchers address in-day conflicts like absences and vehicle breakdowns.
• With Visual Remote Assistant, your team can connect with customers remotely, in real-time, with Agentforce-powered insights — reducing truck rolls on days when you’re spread thin and increasing CSAT.

There will always be an element of field service that’s reactive, where technicians have to address cases with a sense of urgency. But Agentforce offers real-time information from the field and embeds AI directly into your team’s work flow. This speeds up service, freeing up time when workers need it most. 

The danger zone: Navigating the hazards of mobile work 

Working in field service comes with inherent risks. Mobile workers aren’t in a perfectly maintained environment on your company’s factory floor. They’re out in the world, sometimes fighting against the elements, and often working in new locations with unknown variables. From climbing utility poles to fixing HVAC systems in a heat wave, these jobs can be dangerous.

Agentforce helps prioritize safety.

• Pre-Work Briefs, summarized by AI, bring technicians up to speed on all safety concerns before the job starts. 
• Data Cloud automatically triggers actions, alerts or workflows based on real-time telematics — live data derived from your trucks and other assets. This can improve operator safety by automatically alerting technicians, and even customers, of potential safety issues.
• For customer safety, Appointment Assistant and Agentforce for scheduling provide real-time updates on technicians, their arrival times, and service status. Offering this information can build trust and improve customer satisfaction. 

There are countless safety factors at play for field service operations. With Agentforce, the day-to-day work gets done while safety is prioritized. (Back to top)

How to start with AI agents

Adopting AI agents into your field service doesn’t have to feel like a seismic shift in your operation. Consider these bits of wisdom as you start out in field service automation.

AI isn’t one-size-fits-all

Be strategic. Adopting AI in field service isn’t a one-size-fits-all situation. Assess your existing operations, identify specific needs, and pinpoint the challenges you face. Each business has its own set of pain points and goals, requiring a customized approach to AI implementation. 

Start small

Begin by unifying your data in one trusted place, like Data Cloud. Look for repetitive actions from technicians and dispatchers. Those are ripe for automation. As you gain experience and confidence, scale up with more advanced AI solutions. An incremental approach allows businesses to adapt gradually.

Upskill your team

Encourage your team to upskill through sites like Trailhead, Salesforce’s free online learning platform where field service pros can learn valuable skills about using AI. Invite them to join professional groups — like the Serviceblazer Community on Slack — where they can connect with other field service pros experiencing similar shifts in their work. Webinars, such as this one on Agentforce’s impact on field service operations, can also serve as valuable resources for your team. (Back to top)
 

The future is agent-first field service

Our vision for agent-first field service is about maximizing your team’s potential. In our forward-thinking view, AI agents will supplement the skills of your mobile workers and help meet the needs of your customers.

Agentforce is already making a big difference in field service with  personalized support in self-service, contact centers, and on-site. Our customers are benefiting from using Agentforce with both Service Cloud and Salesforce Field Service, seeing lower costs and higher productivity. 

Agentforce is a true workforce multiplier — adding scalability to your team of service pros through automation. The digital labor Agentforce provides is always on, providing limitless productivity with autonomous agents on the job, 24/7. With Agentforce, your field service is ready for today’s jobs and tomorrow’s growth.

If you’re experiencing any of the complications facing today’s operations, consider your opportunities with agent-first field service. Let your workers do what they do best. Let Agentforce handle the rest. (Back to top)