{"id":3458,"date":"2026-08-06T18:22:19","date_gmt":"2026-08-06T16:22:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=3458"},"modified":"2026-08-06T18:22:20","modified_gmt":"2026-08-06T16:22:20","slug":"en-france-lia-se-generalise-dans-les-services-de-terrain-mais-le-manque-de-formation-et-la-fragmentation-des-donnees-freinent-son-impact","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/08\/06\/en-france-lia-se-generalise-dans-les-services-de-terrain-mais-le-manque-de-formation-et-la-fragmentation-des-donnees-freinent-son-impact\/","title":{"rendered":"En France, l\u2019IA se g\u00e9n\u00e9ralise dans les services de terrain, mais le manque de formation et la fragmentation des donn\u00e9es\u00a0freinent son impact"},"content":{"rendered":"\n<ul class=\"wp-block-list\">\n<li><em>L\u2019IA est d\u00e9j\u00e0 partout : son adoption n\u2019est plus le sujet<\/em><\/li>\n\n\n\n<li><em>L\u2019IA augmente les revenus par intervention\u2026 lorsqu\u2019elle est r\u00e9ellement int\u00e9gr\u00e9e<\/em><\/li>\n\n\n\n<li><em>Le d\u00e9ploiement technologique avance plus vite que les comp\u00e9tences<\/em><\/li>\n\n\n\n<li><em>Le paradoxe fran\u00e7ais : 99 % utilisent l\u2019IA, mais seulement 15 % ont unifi\u00e9 leurs syst\u00e8mes<\/em><\/li>\n\n\n\n<li><em>La confiance et l\u2019accompagnement priment d\u00e9sormais sur le prix<\/em><\/li>\n<\/ul>\n\n\n\n<p>alesforce, leader mondial des solutions de gestion de la relation client int\u00e9gr\u00e9es \u00e0 l\u2019IA, d\u00e9voile les r\u00e9sultats de son nouveau rapport <a href=\"https:\/\/www.salesforce.com\/service\/resources\/state-of-field-service\/\"><em>State of Field Service: The Road to Revenue in the Agentic Era<\/em><\/a><em>. <\/em>R\u00e9alis\u00e9e aupr\u00e8s de plus de 2 300 professionnels des services sur le terrain dans neuf pays, dont 258 en France. L\u2019\u00e9tude montre que les responsables des services sur le terrain investissent massivement dans l\u2019IA afin d&rsquo;am\u00e9liorer la satisfaction client, d&rsquo;accro\u00eetre la productivit\u00e9 et d&rsquo;augmenter les revenus. Toutefois, le rythme rapide de cette transformation met \u00e9galement en \u00e9vidence les difficult\u00e9s rencontr\u00e9es par les organisations pour pr\u00e9parer leurs collaborateurs.&nbsp;<\/p>\n\n\n\n<p>L&rsquo;adoption de l&rsquo;IA s&rsquo;acc\u00e9l\u00e8re dans les services sur le terrain, mais les organisations peinent \u00e0 faire \u00e9voluer leurs comp\u00e9tences au m\u00eame rythme. Selon le rapport, le principal obstacle \u00e0 la pleine exploitation de la valeur de l&rsquo;IA ne r\u00e9side pas dans la technologie elle-m\u00eame, mais dans la capacit\u00e9 des organisations \u00e0 former et \u00e0 fid\u00e9liser les personnes qui l&rsquo;utilisent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-ia-s-impose-portee-par-des-investissements-en-forte-hausse\"><strong>L&rsquo;IA s&rsquo;impose, port\u00e9e par des investissements en forte hausse<\/strong><\/h2>\n\n\n\n<p>La quasi-totalit\u00e9 des organisations de services sur le terrain en France (99 %) ont d\u00e9j\u00e0 d\u00e9ploy\u00e9 une forme d&rsquo;IA et cet engagement continue de se renforcer : 88 % pr\u00e9voient d&rsquo;augmenter leurs investissements dans l&rsquo;IA au cours des un \u00e0 deux prochaines ann\u00e9es. L&rsquo;intelligence artificielle n&rsquo;est plus au stade de projet pilote ; elle constitue d\u00e9sormais un pilier strat\u00e9gique pour de nombreuses organisations.<\/p>\n\n\n\n<p>Au cours des 12 prochains mois, les responsables des services sur le terrain en France concentreront leurs efforts sur plusieurs priorit\u00e9s m\u00e9tier : accro\u00eetre la productivit\u00e9 des collaborateurs mobiles (32 %), augmenter les revenus (31 %), am\u00e9liorer la satisfaction client (29 %) et renforcer la s\u00e9curit\u00e9 (29 %). Ils d\u00e9ploient ainsi l&rsquo;IA de mani\u00e8re strat\u00e9gique pour atteindre ces objectifs.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-full is-resized is-style-default\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"3459-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"878\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?strip=all&#038;quality=95\" alt=\"Top Business Goals\" class=\"wp-image-3459\" style=\"object-fit:cover;width:500px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png 992w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=300&amp;h=266 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=768&amp;h=680 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=264&amp;h=234 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=412&amp;h=365 412w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=218&amp;h=193 218w\" sizes=\"auto, (max-width: 992px) 100vw, 992px\" \/><\/a><\/figure>\n<div id=\"3459-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-full is-resized is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"878\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?strip=all&#038;quality=95\" alt=\"Top Business Goals\" class=\"wp-image-3459\" style=\"object-fit:cover;width:500px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png 992w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=300&amp;h=266 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=768&amp;h=680 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=264&amp;h=234 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=412&amp;h=365 412w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.07.45.png?w=218&amp;h=193 218w\" sizes=\"auto, (max-width: 992px) 100vw, 992px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>\u00c0 ce jour, 60 % des organisations utilisent des outils d&rsquo;IA pour communiquer avec leurs clients, tandis que 58 % s&rsquo;en servent pour assister les collaborateurs intervenant sur le terrain. Le constat est clair : elles d\u00e9ploient l&rsquo;IA afin d&rsquo;accompagner leurs principales parties prenantes, qu&rsquo;il s&rsquo;agisse de leurs clients ou de leurs collaborateurs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>L&rsquo;IA g\u00e9n\u00e8re un impact mesurable et un ROI pour les services sur le terrain<\/strong><\/h2>\n\n\n\n<p>Pour les organisations qui ont connect\u00e9 leurs syst\u00e8mes et pr\u00e9par\u00e9 leurs \u00e9quipes, l\u2019IA porte ses fruits. En France, 85 % des responsables d\u00e9clarent avoir mesur\u00e9 le retour sur investissement de leurs initiatives en mati\u00e8re d&rsquo;IA, avec des r\u00e9sultats conformes \u00e0 leurs priorit\u00e9s :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>42 % constatent une hausse de la productivit\u00e9 des collaborateurs en mobilit\u00e9.<\/li>\n\n\n\n<li>37 % constatent une am\u00e9lioration de la satisfaction client.<\/li>\n\n\n\n<li>35 % constatent une diminution des incidents li\u00e9s \u00e0 la s\u00e9curit\u00e9.<\/li>\n<\/ul>\n\n\n\n<p>L&rsquo;impact de l&rsquo;IA est particuli\u00e8rement tangible dans la planification et la r\u00e9partition des interventions. En France, 54 % des organisations ayant recours \u00e0 une solution de planification et de r\u00e9partition bas\u00e9e sur l&rsquo;IA enregistrent une hausse du revenu par intervention. Les b\u00e9n\u00e9fices ne se limitent toutefois pas \u00e0 l&rsquo;augmentation des revenus : 60 % constatent \u00e9galement une am\u00e9lioration de la productivit\u00e9 des collaborateurs en mobilit\u00e9, 53 % d\u00e9clarent une baisse des co\u00fbts de main-d&rsquo;\u0153uvre et 48 % observent une r\u00e9duction des \u00e9missions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Faute de formation suffisante, les collaborateurs finissent par quitter l&rsquo;entreprise<\/strong><\/h2>\n\n\n\n<p>Alors que les organisations investissent massivement dans l&rsquo;IA, une crise des talents se profile. En France, 72 % des responsables des services sur le terrain d\u00e9clarent que le <em>turnover<\/em> des collaborateurs mobiles a augment\u00e9 au cours des deux derni\u00e8res ann\u00e9es.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"3460-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" height=\"657\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=1024\" alt=\"Change in mobile work\" class=\"wp-image-3460\" style=\"object-fit:cover;width:800px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png 1148w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=300&amp;h=192 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=768&amp;h=492 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=1024&amp;h=657 1024w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=264&amp;h=169 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=500&amp;h=321 500w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=150&amp;h=96 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=301&amp;h=193 301w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"3460-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1148\" height=\"736\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=1024\" alt=\"Change in mobile work\" class=\"wp-image-3460\" style=\"object-fit:cover;width:800px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png 1148w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=300&amp;h=192 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=768&amp;h=492 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=1024&amp;h=657 1024w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=264&amp;h=169 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=500&amp;h=321 500w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=150&amp;h=96 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.10.12.png?w=301&amp;h=193 301w\" sizes=\"auto, (max-width: 1148px) 100vw, 1148px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>Lorsque les responsables ont \u00e9t\u00e9 interrog\u00e9s sur les causes de cette hausse du turnover, ils ont identifi\u00e9 un facteur qui se d\u00e9marque nettement : le manque de formation ou d&rsquo;accompagnement lors de l&rsquo;introduction de nouvelles technologies (28 %).<\/p>\n\n\n\n<p>Ce constat met en lumi\u00e8re une tension fondamentale : les organisations d\u00e9ploient l&rsquo;IA plus rapidement qu&rsquo;elles ne pr\u00e9parent leurs collaborateurs \u00e0 l&rsquo;utiliser. Si la technologie se g\u00e9n\u00e9ralise, les \u00e9quipes ne b\u00e9n\u00e9ficient pas de l&rsquo;accompagnement dont elles ont besoin et finissent par quitter l&rsquo;entreprise.<\/p>\n\n\n\n<p>Le manque d&rsquo;acc\u00e8s aux donn\u00e9es vient aggraver cette situation. En France, 60 % des organisations indiquent que les collaborateurs en mobilit\u00e9 disposent d&rsquo;un acc\u00e8s limit\u00e9 aux donn\u00e9es clients pertinentes dont ils ont besoin. Ainsi, m\u00eame lorsqu&rsquo;ils sont form\u00e9s aux nouveaux outils d&rsquo;IA, ils ne disposent pas des informations n\u00e9cessaires pour mettre en \u0153uvre les recommandations g\u00e9n\u00e9r\u00e9es par l&rsquo;IA.<\/p>\n\n\n\n<p><strong>Autres obstacles \u00e0 une utilisation efficace de l&rsquo;IA :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>43 % ne disposent pas d&rsquo;un processus clairement d\u00e9fini pour transformer les interventions de service en opportunit\u00e9s commerciales.<\/li>\n\n\n\n<li>39 % ont une capacit\u00e9 limit\u00e9e \u00e0 \u00e9tablir des devis directement sur le terrain.<\/li>\n\n\n\n<li>36 % rencontrent des difficult\u00e9s \u00e0 accepter les paiements sur le terrain.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Les syst\u00e8mes d\u00e9connect\u00e9s freinent le d\u00e9ploiement de l&rsquo;IA \u00e0 grande \u00e9chelle<\/strong><\/h2>\n\n\n\n<p>\u00c0 l&rsquo;origine de nombre de ces difficult\u00e9s se trouve la fragmentation des syst\u00e8mes. En France, seules 15 % des organisations d\u00e9clarent que leurs technologies de terrain et de <em>back-office<\/em> sont r\u00e9unies sur une plateforme unique. Pour la grande majorit\u00e9 d&rsquo;entre elles, les donn\u00e9es clients, les plannings et les informations relatives aux actifs dont les \u00e9quipes de terrain ont besoin sont r\u00e9partis entre diff\u00e9rents syst\u00e8mes.<\/p>\n\n\n\n<p>Les donn\u00e9es relatives aux actifs illustrent l&rsquo;ampleur de cette fragmentation :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>67 % utilisent des applications mobiles.<\/li>\n\n\n\n<li>66 % disposent de capteurs connect\u00e9s.<\/li>\n\n\n\n<li>62 % utilisent des syst\u00e8mes de gestion des stocks.<\/li>\n\n\n\n<li>61 % utilisent des traceurs GPS.<\/li>\n\n\n\n<li>41 % utilisent encore des feuilles de calcul.<\/li>\n\n\n\n<li>39 % s&rsquo;appuient encore sur des registres manuels ou papier.<\/li>\n<\/ul>\n\n\n\n<p>Le d\u00e9fi de la mesure refl\u00e8te cette fragmentation. En France, 85 % des responsables d\u00e9clarent avoir mesur\u00e9 le retour sur investissement de leurs initiatives en mati\u00e8re d&rsquo;IA, mais 37 % indiquent qu&rsquo;ils \u00e9prouvent des difficult\u00e9s \u00e0 \u00e9valuer son efficacit\u00e9. Par ailleurs, seuls 15 % d\u00e9clarent que leurs donn\u00e9es sont centralis\u00e9es sur une plateforme unifi\u00e9e. Lorsque les donn\u00e9es sont r\u00e9parties entre applications, feuilles de calcul, capteurs et documents papier, il devient difficile de d\u00e9terminer avec certitude les approches les plus efficaces. Cet \u00e9cart entre le d\u00e9ploiement de l&rsquo;IA et la d\u00e9monstration de ses r\u00e9sultats cr\u00e9e de l&rsquo;incertitude, qui influence \u00e9galement la mani\u00e8re dont les organisations \u00e9valuent leurs futurs investissements.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Les dirigeants investissent avec prudence et recherchent des partenaires capables de les accompagner<\/strong><\/h2>\n\n\n\n<p>L&rsquo;adoption de l&rsquo;IA est d\u00e9sormais largement r\u00e9pandue, mais elle reste soumise \u00e0 certaines conditions. Lorsqu&rsquo;elles choisissent un partenaire pour leurs agents IA, les organisations ne privil\u00e9gient pas le co\u00fbt. Elles accordent avant tout de l&rsquo;importance \u00e0 la transparence sur la mani\u00e8re dont l&rsquo;IA prend ses d\u00e9cisions, aux pratiques en mati\u00e8re de s\u00e9curit\u00e9 et de confidentialit\u00e9 des donn\u00e9es, \u00e0 la qualit\u00e9 de l&rsquo;accompagnement et du support dans la dur\u00e9e, ainsi qu&rsquo;aux validations externes.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-full is-resized\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"3461-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"898\" height=\"974\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?strip=all&#038;quality=95\" alt=\"Factors\" class=\"wp-image-3461\" style=\"object-fit:cover;width:500px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png 898w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=277&amp;h=300 277w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=768&amp;h=833 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=243&amp;h=264 243w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=337&amp;h=365 337w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=138&amp;h=150 138w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=178&amp;h=193 178w\" sizes=\"auto, (max-width: 898px) 100vw, 898px\" \/><\/a><\/figure>\n<div id=\"3461-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"898\" height=\"974\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?strip=all&#038;quality=95\" alt=\"Factors\" class=\"wp-image-3461\" style=\"object-fit:cover;width:500px;height:500px\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png 898w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=277&amp;h=300 277w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=768&amp;h=833 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=243&amp;h=264 243w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=337&amp;h=365 337w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=138&amp;h=150 138w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2026\/08\/Capture-decran-2026-08-06-a-18.11.20.png?w=178&amp;h=193 178w\" sizes=\"auto, (max-width: 898px) 100vw, 898px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>Les organisations comprennent que l&rsquo;IA n&rsquo;est pas seulement un outil : elle constitue une infrastructure critique. Elles \u00e9valuent donc les fournisseurs avec toute la rigueur qu&rsquo;exige une telle d\u00e9cision. En France, 88 % des organisations de services sur le terrain pr\u00e9voient d&rsquo;augmenter leurs investissements dans l&rsquo;IA au cours des deux prochaines ann\u00e9es. Si elles d\u00e9ploient d\u00e9j\u00e0 l&rsquo;IA \u00e0 grande \u00e9chelle, elles sont \u00e9galement confront\u00e9es \u00e0 une p\u00e9nurie des talents qui menace de compromettre ces avanc\u00e9es. Les organisations qui r\u00e9ussiront ne seront pas seulement celles qui disposeront des solutions d&rsquo;IA les plus avanc\u00e9es, mais aussi celles qui pr\u00e9pareront leurs collaborateurs \u00e0 les utiliser.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pour aller plus loin<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/service\/resources\/state-of-field-service\/\">State of Field Service: The Road to Revenue in the Agentic Era<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/service\/demos\/field-service-demo\/\">D\u00e9couvrir le field service orient\u00e9 agents (Agentforce Field Service &amp; Operations demo)<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/field-service-scheduling-and-optimization\/\">Livre blanc sur la planification et l&rsquo;optimisation des services sur le terrain<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>M\u00e9thodologie<\/strong><\/h2>\n\n\n\n<p>Les donn\u00e9es de ce rapport \u00e9manent d&rsquo;une enqu\u00eate r\u00e9alis\u00e9e entre le 22 avril et le 12 mai 2026. L&rsquo;enqu\u00eate a recueilli 2 317 r\u00e9ponses de professionnels des services sur le terrain r\u00e9partis dans neuf pays sur cinq continents. Pour plus d&rsquo;informations d\u00e9mographiques, veuillez consulter le rapport complet.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\tdata-card-id=\"3225\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/05\/11\/salesforce-lance-agentforce-operations-et-marque-la-fin-des-goulots-detranglement-du-back-office\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" 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class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/05\/11\/salesforce-lance-agentforce-operations-et-marque-la-fin-des-goulots-detranglement-du-back-office\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce lance Agentforce Operations et marque la fin des goulots d\u2019\u00e9tranglement du back-office\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min de lecture\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\tdata-card-id=\"3209\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable 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https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2024\/09\/ResourceCard_1280x720_cc551d.webp?w=1218&amp;h=685 1218w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2026\/04\/29\/salesforce-accelere-avec-agentforce-it-service-la-fin-du-ticket-le-debut-de-la-resolution-conversationnelle\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce acc\u00e9l\u00e8re avec Agentforce IT Service : la fin du ticket, le d\u00e9but de la r\u00e9solution conversationnelle\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min de lecture\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/fr\/news\/wp-json\/wp\/v2\/sf_press_release\/3458\/page\/2\/?bc=OTH#section-title\">\n\t\t\tPublications plus anciennes\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n","protected":false},"excerpt":{"rendered":"<p>alesforce, leader mondial des solutions de gestion de la relation client int\u00e9gr\u00e9es \u00e0 l\u2019IA, d\u00e9voile les r\u00e9sultats de son nouveau rapport State of Field Service: The Road to Revenue in the Agentic Era. R\u00e9alis\u00e9e aupr\u00e8s de plus de 2 300 professionnels des services sur le terrain dans neuf pays, dont 258 en France. L\u2019\u00e9tude montre [&hellip;]<\/p>\n","protected":false},"author":742,"featured_media":3450,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[41,45],"sf_theme":[401,56,58,404],"sf_topic":[433,360,402,2],"sf_product":[62],"sf_industry":[],"sf_role":[108,111],"sf_multimedia_asset":[117],"sf_location":[381],"sf_collection":[216],"sf_visibility":[348],"coauthors":[405],"class_list":["post-3458","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_content_type-news-announcements","sf_content_type-press-releases","sf_theme-agentic-ai","sf_theme-artificial-intelligence","sf_theme-customer-engagement","sf_theme-employee-experience","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-artificial-intelligence","sf_product-agentforce","sf_role-it","sf_role-service","sf_multimedia_asset-report","sf_location-france","sf_collection-ai-team"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.1 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>En France, l\u2019IA se g\u00e9n\u00e9ralise dans les services de terrain, mais le manque de formation et la fragmentation des donn\u00e9es\u00a0freinent son impact - Salesforce<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"En France, l\u2019IA se g\u00e9n\u00e9ralise dans les services de terrain, mais le manque de formation et la fragmentation des donn\u00e9es\u00a0freinent son impact\" \/>\n<meta property=\"og:description\" content=\"alesforce, leader mondial des solutions de gestion de la relation client int\u00e9gr\u00e9es \u00e0 l\u2019IA, d\u00e9voile les r\u00e9sultats de son nouveau rapport State of Field Service: The Road to Revenue in the Agentic Era. R\u00e9alis\u00e9e aupr\u00e8s de plus de 2 300 professionnels des services sur le terrain dans neuf pays, dont 258 en France. 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