Fisher & Paykel helps technicians arrive repair-ready with Agentforce

Technicians lacked key context

For Fisher & Paykel, delivering premium service doesn't end when an appliance leaves the showroom. A network of field technicians keeps customers' products running smoothly, and every service visit depends on having the right information before the work begins.

Before a visit, technicians often had to search service notes and manuals to piece together customer history, while complex, multi-skill jobs could be difficult to schedule with the right expertise and parts. On-site, even routine diagnostic questions — such as identifying fault codes, locating parts, or following standard procedures — could require calls to the Technical Advisory Center (TAC). This slowed technicians and pulled TAC specialists away from rare, nonstandard issues that required advanced judgment. Fisher & Paykel wanted to put model-specific diagnostic guidance directly in technicians’ hands, enabling them to resolve documented issues independently while preserving TAC expertise for the toughest cases.

Pre-work prep, automated

To help technicians resolve more issues on the first visit, Fisher & Paykel brought Agentforce into the Field Service mobile app. Before a job, Agentforce summarizes the technician's schedule and generates a pre-work brief with the most likely fault and recommended spare parts, helping them arrive prepared.

Once the technician is on-site, Agentforce becomes a troubleshooting partner. Say they're repairing an oven that isn't reaching the set temperature. They can ask Agentforce what to check first, get step-by-step diagnostic guidance, ask follow-up questions, or jump directly to a specific repair step. If a replacement part is required, Agentforce can also identify the exact part number from technical manuals and parts diagrams.

That means technicians can keep the repair moving without stopping to search lengthy manuals or call the TAC for routine guidance, keeping their attention on the customer and the job at hand.

Context behind every repair

Technicians start their day in the Field Service mobile app, where their scheduled jobs have already been dispatched. They can ask Agentforce for a summary of the day's appointments and locations. When they arrive at a customer's home and open the assigned service appointment or work order, Agentforce uses the appliance model, fault description, service history, and previous customer interactions to generate a pre-work brief and predict likely spare parts.

That context stays with technicians throughout the repair. If they encounter an unfamiliar fault, Agentforce searches technical manuals and product knowledge for the specific appliance, then returns step-by-step guidance without requiring them to leave the work order.

Agentforce draws on Salesforce CRM data unified in Data 360, Salesforce Knowledge, and technical documentation stored in Amazon S3. Using RAG and an ensemble retriever, it can quickly search more than 100 million CRM records alongside structured service data and unstructured manuals, retrieving only what's relevant to each customer, appliance, and repair.

Guardrails help keep every recommendation accurate. Agentforce grounds every search in the exact appliance tied to the service appointment and retrieves information only from approved, brand-specific knowledge sources.

More first-time fixes

Agentforce is helping technicians handle more troubleshooting, spare parts, and dispatch questions without turning to the TAC. More accurate fault diagnosis is also contributing to lower re-repair rates.

“When a technician arrives at a customer's home, we want them focused on engaging with the customer – explaining the issue, answering questions, and providing guidance – rather than searching for information or making phone calls,” said Lioi. “By giving technicians the information they need instantly, they can spend more time interacting with the customer and less time searching for answers. That means a better experience for customers — and a better chance of resolving the issue on the first visit.”