{"id":94419,"date":"2026-07-30T06:00:00","date_gmt":"2026-07-30T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=94419"},"modified":"2026-07-29T14:05:38","modified_gmt":"2026-07-29T21:05:38","slug":"field-service-growing-talent-crisis","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/field-service-growing-talent-crisis\/","title":{"rendered":"New Research: Field Service Leaders Face a Growing Talent Crisis and ROI Challenge Even as They Double Down on AI Investment"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AI is becoming standard equipment:<\/strong> 95% of field service organizations use AI, and 85% plan to increase investment over the next one to two years.<\/li>\n\n\n\n<li><strong>Where it&#8217;s applied to scheduling and dispatch, it shows up in revenue<\/strong>: 57% of those organizations report higher revenue per job.<\/li>\n\n\n\n<li><strong>Yet the workforce hasn&#8217;t kept pace<\/strong>: 66% report mobile worker turnover rose over the past two years, and insufficient training on new technology ranks as the top driver.<\/li>\n\n\n\n<li><strong>Even trained workers lack context onsite<\/strong>: 61% say mobile workers have limited access to the customer data they need.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Field service leaders are investing heavily in AI to improve customer satisfaction, boost productivity, and increase revenue. But the pace of change is so rapid that organizations are also struggling to prepare their workforces. Salesforce\u2019s new report, <a href=\"https:\/\/www.salesforce.com\/service\/resources\/state-of-field-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Field Service: The Road to Revenue in the Agentic Era<\/a>, surveyed over 2,300 field service professionals across nine countries. It found that the biggest barrier to realizing AI\u2019s full value isn\u2019t the technology itself \u2014 it\u2019s whether organizations can equip and retain the people who use it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-adoption-has-reached-critical-mass-and-investments-are-accelerating\"><strong>AI adoption has reached critical mass \u2014 and investments are accelerating<\/strong><\/h2>\n\n\n\n<p>Nearly all field service organizations (95%) have deployed some form of AI, and the commitment is growing: 85% plan to increase their AI investments over the next one to two years. This isn\u2019t a pilot phase anymore. AI has become a cornerstone strategy for many organizations.<\/p>\n\n\n\n<p>Field service leaders are focusing their efforts on clear business priorities for the next 12 months: improving customer satisfaction (35%), improving mobile worker productivity (31%), improving safety (27%), and increasing revenue (25%). And they\u2019re deploying AI strategically to address those goals.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/TopBusinessGoals\/1-1embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Currently, 54% are using AI-driven tools for customer communication and 51% are using it to assist employees working in the field. The alignment is clear: Organizations are deploying AI to help their most important stakeholders \u2014 customers and employees.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-is-delivering-measurable-impact-and-roi-across-the-field-service-business\"><strong>AI is delivering measurable impact and ROI across the field service business<\/strong><\/h2>\n\n\n\n<p>For organizations that have connected their systems and prepared their teams, AI is working. Eighty-five percent of leaders say they have measured the ROI of their AI investment \u2014 and the results align with their stated priorities:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>43% report higher mobile worker productivity<\/li>\n\n\n\n<li>40% report improved customer satisfaction<\/li>\n\n\n\n<li>34% report fewer safety incidents<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94434-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1024\" alt=\"Chart showing benefits realized from AI investments according to field service leaders\" class=\"wp-image-94434\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"94434-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=\"Close this image dialog window\"><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 aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1024\" alt=\"Chart showing benefits realized from AI investments according to field service leaders\" class=\"wp-image-94434\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q4-1a-1.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>Nowhere is AI\u2019s impact more concrete than in scheduling and dispatch. Fifty-seven percent of organizations using AI-powered scheduling and dispatch see higher revenue per job. The gains extend beyond revenue: 57% also report higher mobile worker productivity, 52% see reduced emissions, and 49% report lower labor costs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-companies-aren-t-training-their-employees-so-the-employees-are-leaving\"><strong>Companies aren&#8217;t training their employees \u2014 so the employees are leaving<\/strong><\/h2>\n\n\n\n<p>While leaders are investing aggressively in AI, a workforce crisis is emerging. Two-thirds of field service leaders say mobile worker turnover has increased over the past two years.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ChangeinMobileWorkerTurnoverOverLast2years\/2-6embed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>When asked what\u2019s driving the increased turnover, leaders pointed to one issue above all others: insufficient training or support when new technology is introduced.<\/p>\n\n\n\n<p>This finding reveals a fundamental tension: Organizations are deploying AI faster than they\u2019re preparing their workforce to use it. The technology is scaling, but the people aren\u2019t getting the support they need \u2014 and they\u2019re leaving as a result.<\/p>\n\n\n\n<p>A data gap compounds the problem. Sixty-one percent of organizations say mobile workers have limited access to the relevant customer data they need \u2014 so even when workers are trained on new AI tools, they don&#8217;t have the information necessary to act on AI-generated recommendations.<\/p>\n\n\n\n<p>Other barriers to using AI effectively:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>49% lack a clear process for converting service visits into sales leads<\/li>\n\n\n\n<li>44% have limited ability to quote in the field<\/li>\n\n\n\n<li>38% struggle with accepting payment in the field<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94436-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?strip=all&#038;quality=95\" alt=\"Chart showing barriers to mobile worker revenue generation according to field service leaders.\" class=\"wp-image-94436\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/a><\/figure>\n<div id=\"94436-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=\"Close this image dialog window\"><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 aligncenter size-full prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?strip=all&#038;quality=95\" alt=\"Chart showing barriers to mobile worker revenue generation according to field service leaders.\" class=\"wp-image-94436\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q1-4.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-disconnected-systems-prevent-ai-from-scaling\"><a href=\"https:\/\/www.figma.com\/design\/917UwkUCwcq3aL95KhJI5t\/SVC-StateOfFieldServiceLandingPage-Rec0B6X5W9VB5?node-id=521-3028&amp;t=Uogtpil383hRBSBm-4\"><br><\/a><strong>Disconnected systems prevent AI from scaling<\/strong><\/h2>\n\n\n\n<p>The root cause of many of these challenges is fragmentation. Only 16% of organizations say their field and back-office technology are united on a single platform. For the vast majority, the customer data, schedules, and asset records that field teams need live in separate places.<\/p>\n\n\n\n<p>Asset data reveals the scale of the fragmentation:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>63% use mobile apps<\/li>\n\n\n\n<li>63% use inventory management systems<\/li>\n\n\n\n<li>59% use GPS trackers<\/li>\n\n\n\n<li>58% have connected sensors<\/li>\n\n\n\n<li>52% still use spreadsheets<\/li>\n\n\n\n<li>43% still rely on manual or paper logs<br><\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"94437-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-94437\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/a><\/figure>\n<div id=\"94437-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=\"Close this image dialog window\"><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 aligncenter size-full prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-94437\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/07\/Q2-2.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>The measurement challenge reflects this fragmentation. While 85% of leaders say they\u2019ve measured AI ROI, 40% say they struggle to measure whether AI is working. We also know that only 16% of leaders say their data is on a unified platform. When data lives across apps, spreadsheets, sensors, and paper, it\u2019s hard to definitively know what\u2019s most effective. The gap between deployment and proof creates uncertainty \u2014 and it carries into how organizations evaluate their next investments.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-leaders-are-investing-carefully-and-looking-for-partners-who-can-support-the-journey\"><strong>Leaders are investing carefully \u2014 and looking for partners who can support the journey<\/strong><\/h2>\n\n\n\n<p>AI adoption is widespread, but it\u2019s not unconditional. When selecting a partner for AI agents, organizations aren\u2019t primarily focused on cost. Instead, they prioritize transparency into how AI makes decisions, data security and privacy practices, quality of ongoing support and service, and external validation.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/FactorsThatMatterMostWhenSelectingAIAgentPartner\/3-1eembed?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Organizations understand that AI isn&#8217;t just a tool \u2014 it&#8217;s critical infrastructure. And they&#8217;re evaluating vendors with the rigor that decision demands. As noted at the start of the article, 85% of field service organizations plan to increase their AI investments over the next two years. They\u2019re deploying at scale. But they\u2019re also facing a talent crisis that threatens to undermine those gains. The organizations that win won\u2019t just be the ones with the most advanced AI \u2014 they\u2019ll be the ones that prepare their people to use it.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-explore-further-nbsp\"><strong>Explore further&nbsp;<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/service\/resources\/state-of-field-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">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\/\" target=\"_blank\" rel=\"noreferrer noopener\">Discover agent-first field service (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\/\" target=\"_blank\" rel=\"noreferrer noopener\">Field service scheduling and optimization white paper&nbsp;<\/a><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\"><strong>Methodology<\/strong><\/h4>\n\n\n\n<p>Data in this report are from a survey conducted April 22\u2013May 12, 2026. The survey generated 2,317 responses from field service professionals across nine countries on five continents. For more demographic information, please refer to the full report.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways Field service leaders are investing heavily in AI to improve customer satisfaction, boost productivity, and increase revenue. But the pace of change is so rapid that organizations are also struggling to prepare their workforces. Salesforce\u2019s new report, State of Field Service: The Road to Revenue in the Agentic Era, surveyed over 2,300 field [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":94457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"sf_show_toc":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"sf_content_type":[21231],"sf_theme":[21184],"sf_topic":[20528,21187,1757],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[2395],"sf_visibility":[],"coauthors":[],"class_list":["post-94419","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshot-research","sf_theme-agentic-ai","sf_topic-agents","sf_topic-ai","sf_topic-customer-service-and-support","sf_location-global","sf_collection-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.1 (Yoast SEO v28.1) - 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