Field Service for Public Sector

See assets at each installation by drilling in on the map. View records of any asset, like the Raven shown here (in the Asset List on the left of the screen), which needs maintenance and might take a while to repair.

By connecting telemetry data and leveraging AI, public sector agencies can anticipate potential failures and schedule preventative maintenance, which maximizes asset uptime and minimizes maintenance costs.

Next: Click on “3. View Key Information”

Here you can see everything related to this asset like past work orders, warranty information, and sub-asset hierarchies. It looks like propeller maintenance is required.

This comprehensive view of asset data, including its history and sub-components, is vital for proactive asset management in the public sector.
Let's create a new work order to keep this asset operational.

Next: Click on “4. Ensure Accuracy”

Auto-populating the work order with the asset's information ensures operational efficiency and data accuracy. For public sector organizations, connected data is essential for effectively managing assets and reducing errors often stemming from fragmented legacy systems. 

This capability, liberates mobile workers from time-consuming administrative tasks, enabling them to concentrate on delivering superior public service. By streamlining data collection, the Field Service Application helps boost overall productivity and ensures teams possess real-time, reliable information for informed decisions.

Next: Click on “More…” then “5. Streamline Processes”

From this screen you can manually ensure the work order is assigned to the right technician by clicking and dragging the work order into an open time slot. Salesforce can also auto assign work based on the skills of the technicians, their locations, schedules, capacity, and even how frequently they've completed various types of work. 

This automated and optimized scheduling significantly reduces manual errors and operational costs in complex environments with frequent unplanned changes. By intelligently considering technician skills, business priorities, and optimized routes, the Field Service Application ensures the right person arrives at the right job with the necessary equipment. This precision maximizes technician productivity and utilization, leading to happier constituents and building greater public trust.

Next: Click on “More…” then “6. Provide Mobility”

The technician will receive a notification for a service appointment on their mobile device. In the Salesforce Field Service mobile app, each technician can see all of their work orders in a queue with prioritization. The propeller maintenance work order is of urgency so it is listed at the top.

This offline-first mobile application ensures technicians have all necessary information at their fingertips, even in remote or low-connectivity areas. They can access work orders, driving directions, and parts information offline, with data seamlessly syncing once connectivity is restored. 

This capability, coupled with AI-powered assistance like pre-work briefs and post-work summaries, empowers mobile workers to maximize productivity and focus more on serving constituents, leading to faster job completion and an improved first-time fix rate.

Next: Click on “More…” then “7. Save Time”

From the app, a technician can access all the information needed to complete the work order, including driving directions to the asset's location. Optimized routing automatically plans the fastest and most cost-effective ways to appointments, significantly reducing travel time, fuel costs, and carbon emissions.

This comprehensive mobile support boosts mobile worker productivity and reduces time spent on administrative tasks, allowing them to focus more on critical public service delivery.

Next: Click on “More…” then “8. Follow Procedures”

Technicians proceed through each work order by checking off line items to help ensure proper procedures are followed. They can log each part they use to ensure the back-end systems keep inventory up to date. 

This ensures quality service delivery and regulatory compliance for public sector agencies. Dynamic data capture replaces tedious paper forms, which streamlines data collection, improves data accuracy, and boosts mobile worker productivity. 

Furthermore, predictive AI can recommend the right tools and parts based on the job, leading to higher first-time fix rates and minimizing costly return visits.

Next: Click on “More…” then “9. Share Resources”

Salesforce can automatically attach the most appropriate Knowledge Article to different types of work orders so technicians always have the resources they need. Each Knowledge Article includes detailed steps necessary to complete different aspects of the work order. This information can include videos and even instruction manuals.

This ensures technicians have all necessary information at their fingertips, even offline, thereby maximizing mobile worker productivity. AI-powered assistance, such as On-site Knowledge Search and Pre-Work Briefs, empowers technicians to prepare efficiently and provides real-time insights to resolve issues effectively.

Next: Click on “More…” then “10. Log Reports”

When work is complete, each technician submits a service report that documents the process and is added to the asset's service history. 

This process is crucial for maintaining a comprehensive view of asset details and service history, enabling informed decision-making and effective asset management.

Next: Click on “More…” then “11. Archive Documents”

The service report can be saved for archival and audit purposes and sent to any other system or organization that might need it. The ability to archive reports, supported by connected data from various systems (e.g., via MuleSoft), provides real-time insights for audit purposes and ensures regulatory compliance. Salesforce Field Service meets stringent security standards like FedRAMP High and DoD Impact Level 4 & 5 compliance requirements, which also fosters public trust and accountability through transparent service tracking.