in the Summer 25 release.
directly from our product experts.
We've got your field teams covered.
we will be taking your questions
directly to the product teams
and broadcasting their answers
So check out the description.
We've got the link to the Q&A form
deliver exceptional service.
Proactively rebook appointments.
scheduling that to helping
your customers get the service
they need when they need it.
Associate Product Manager
with all of these exciting updates.
streamlines troubleshooting,
service appointment scheduling,
and proactive asset management.
I'm a customer of Astro's Hvac
and my thermostat isn't working.
My thermostat isn't working
and the screen won't turn on.
provides guided troubleshooting
bases and historical data.
But unfortunately, this issue
seems beyond a simple fix.
that troubleshooting hasn't
to schedule a service appointment
with an expert technician.
First, the agent securely verifies
into the intuitive scheduling flow.
Agentforce dynamically presents
optimal appointment slots.
technician availability, necessary
skills, real time location,
and optimized travel routes
all configured in field service.
It asks for my preferred timing
and I'll request tomorrow
It offers several choices.
Let's select the first available
address and shows in time
finalizing the appointment,
handles rescheduling and canceling
It understands the context,
suggests alternate times,
seamlessly within the same
natural language conversation.
And if the agent encounters
a complex request it can't resolve,
it ensures a seamless handover
Now let's peek behind the curtain
at how Agentforce operates.
It uses predefined topics
to the dedicated appointment
You can see its description
And we can also see the actions
like for booking, rescheduling
and canceling appointments.
Each powered by its own flow.
It orchestrates the agent's path,
verifying contact identity
service appointments, confirming
technician availability and skills,
scheduling the appointment
after a successful repair.
so I enroll in a maintenance plan.
has preemptively generated
a preventative maintenance
This is where Agentforce's
Service scheduling initiates
proactive outreach via SMS,
referencing my specific asset
to get this appointment booked.
Here we've switched to my phone
a text message from Agentforce
delivered to my preferred channel.
So I've successfully received
with our Agentforce agent.
if any request is too complex,
a seamless handoff to a human
agent is always an option.
some of the advanced capabilities
now available in Agentforce
to see how you'll leverage it.
if I don't put a reminder
in my calendar for service,
to the proactive approach
another level of service that I,
for one, could benefit from.
don't always go hand in hand
manual entry can be daunting.
I'm loving these enhancements
Kara Carreri, Product Management
to show the latest features
you get the data that you need,
release for field service
The first items that we will show
you are related to our offline
engine and data capture flow type.
we now support sub Flow and loop.
Now let's get into a prebuilt
All options within our Get
Record are available to use.
Going into Screen Builder
Lightning Web components.
This component can be used
have the exact same answers.
Think about going into the doctor
The questions may be different
you may have had in the past,
but the answers are usually always
yes, no, or not applicable.
This is our digital solution
would look like on a tablet.
But this is device adaptive,
the experience will be different
We also made some enhancements
to our upload image component.
captured out in the field.
You can also preconfigured
the name of the images being saved.
The name can already be prefilled.
We also added the ability
to prevent a mobile worker
from going into their gallery
by using the camera only property.
You can ensure that a mobile worker
capture has conditional logic,
the mobile worker selects.
is our existing Picklist component.
This component was released
We now support Picklist choice sets
in their values to this component.
Now Picklist can be a dropdown
or you can change the layout
We also added the ability
so we have a ton of icons
Text is nice, but let's make it
Obviously I just selected
what this looks like on mobile.
We are now logged into the Field
app and going into our Work
The mobile worker completes
By selecting work step two,
the user is able to complete
The form should look very similar
to what we showed on desktop.
The user is able to fill out
asset install information,
that that asset has been installed,
that interactive matrix component
we made sure that the user goes
and didn't have the option
to select from their gallery.
take some more photos of the job.
more work order information
to use our signature component
to sign off on their work.
and focus on another user
who isn't using work plans,
tab to launch data capture forms.
going to go into our forms tab
pretty much the exact form
Now this user already filled out
the information in the form.
data capture has auto save.
So now that that form is complete,
we have a create PDF button.
and the PDF is generated.
now that button is changed
we have integration between data
capture and Document Builder.
that are making it simpler
the latest is senior product
from the field service team,
and we are thrilled to announce
a radically automated, modern
implementation experience
time to value for Salesforce
First is our quickstart page.
that are critical to jump
starting every implementation.
installing the Manage Package
for technicians and dispatchers.
with just one click on one page.
and simple to get started.
intuitive data creation wizards
to help our admins set up
the core data needed to schedule
what used to require navigating
Now it all happens in one place.
where previously it would require
going to five different pages,
an admin can now create a new user,
assign the right permissions,
create a service resource,
assign them to a territory,
Next, we've also identified
features needed to schedule
their initial configuration
directly within each feature page.
now get a meaningful head start.
This makes it easier to connect
service cloud to field service
and from this starting point.
however they see fit with
their own business logic.
we've made getting started
with AI easier than ever.
through the set up of Agentforce
This includes creating flows
and creating the right permissions
to all of the actions needed
that can not be automated.
We guide admins through the steps
like assigning the permissions
to mobile users and to dispatchers.
the power of a field service
AI expert right in Salesforce Go.
proof of concept experience
exploring the value of field
What used to take up to two weeks
can now be done in two hours,
and on day one you can create work
with your dispatch console.
Thanks, Carolyn. Back to you.
Highlights of a few top features
in summer 25 for field service.
to check out the release notes
forget to fill out that Q&A
form to get your questions
answered by the product team.
And tune back in to Salesforce
Pacific to hear from this amazing
and we will see you in winter.
