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Agentforce Field Service
The expertise customers need. Scheduled before they need it.
Help your entire field service and operations team scale, work, and operate with confidence so that they can deliver more asset uptime and more on-site upsell. With Agentforce, you can elevate every employee to get work done faster, tap into connected assets to deliver proactive service, and make better decisions in increasingly complex environments. Let humans do what they do best. Digital labor will handle the rest.
Here's what sets Field Service apart.
31
%
increase in first-time-fix rate
32
%
increase in mobile worker productivity
26
%
decrease in truck rolls, helping reduce carbon emissions
27
%
decrease in new employee ramp-up time
Source: Salesforce Field Service Success Metrics Study, 2022
See how companies become an Agentic Enterprise with the most complete field service and operations platform.
Bring humans and AI agents together to scale, work, and operate with confidence.
Waters grew service referral revenue and reduced costs with one deeply unified platform.
Waters increased revenue in the field by 40% and saw a 10% reduction in spend with sales, service, and asset data on one platform.
See why TOMRA chose Salesforce for Field Service Management.
TOMRA used AI-powered scheduling and optimization to improve technician response times by 20%.
Discover how Salesforce makes CPI Security more efficient.
See how CPI Security uses Agentforce to streamline scheduling and reduce calls by 30%.
Elevate your teams with Agentforce.
Elevate appointment management and free your teams from manual scheduling tasks. Agentforce is available 24/7 across any channel, empowering customers to book, change, or cancel appointments at their convenience. Boost asset uptime by proactively scheduling asset maintenance and put Agentforce to work when unexpected events pop up. Agentforce manages every detail—from customer outreach and reshuffling to confirmations—ensuring smooth operations, even under pressure.
Maximize impact and efficiency in the field with Agentforce built directly into the Field Service mobile app. Pre-work briefs provide instant context with customer history and asset insights so every technician arrives fully informed. Surface answers from your internal and external knowledge base, capture data from images, and guide technicians through each troubleshooting step for faster resolution. Automatically generate a post-work summary at the end of each service appointment, reducing errors and admin time.
Your dispatchers face many challenges throughout the day — from ensuring contractual SLAs are met to handling in-day conflicts like absences and vehicle breakdowns. That's why we've built Agentforce directly in their flow of work to help streamline scheduling and exception handling. Dispatchers use natural language to quickly find appointments that need attention and take action like filling a gap in the schedule or even locating missing parts, without ever leaving the dispatch console.
Have confidence that your AI agent workforce is completing tasks effectively. View every conversation between customers and Agentforce in one place. Monitor any interaction in real time and feel confident that Agentforce is delivering the kind of customer experiences that set you apart.
Boost mobile worker productivity.
Give your mobile workforce the ultimate all-in-one tool they need. Our Field Service mobile app, available for Android and iOS, is designed as an offline-first application, allowing your team to access thousands of records even without an internet connection. With blazing-fast delta-sync updates, your front line will always have the latest information, and extensive customization options mean the app works the way you do.
Empower your mobile app users with offline-capable experiences through Lightning Web Components (LWCs). Use standard components to build a tailored interface that aligns perfectly with your company's requirements. Unleash your creativity by designing custom components that boost productivity and bring your innovative ideas to life for your workforce.
Make data collection a task that your mobile workers get excited about by empowering them with dynamic forms, intelligent workflows, and rich GIS map layers — all natively built in the Field Service mobile app. With a low-code builder experience, you can quickly create tailored forms that work even when offline. Revolutionize how your business captures critical data out in the field and utilizes information to drive action when your data is grounded in and connected to Salesforce data.
Empower your team to do more than just complete a work order. Identify upsell and cross-sell opportunities and capture new business on the spot. Creating new leads, reliable quotes, and work order estimations with the right data is completely seamless. Capture customer signatures and instantly collect payment directly from the quote or immediately after service is provided.
Optimize scheduling and dispatch.
Boost your dispatchers' productivity with a unified workspace. Organize your entire workforce — employee, contractor, and even robotic workforce — by availability or skill to identify the ideal candidates for each appointment. Easily filter service appointments, update resource absences, and coordinate crews across territories directly in the console. With centralized visibility and intelligent planning, you can optimize workforce utilization while ensuring customers always get the right expertise at the right time.
Streamline your field operations with our AI-powered scheduling and optimization engine. Built on the Hyperforce platform for speed and scale, Enhanced Scheduling and Optimization automates workforce scheduling, reduces travel time, and ensures compliance with service-level agreements. And with intelligent clustering, global enterprises can optimize thousands of jobs and resources in a single, seamless operation.
Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. When refining your scheduling policy, get an instant view of optimization results and KPI changes.
Intelligently manage work and assets.
Asset Service Lifecycle Management
Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime
Shift from reactive to proactive service by predicting upcoming service needs for an asset with AI and Data Cloud. Our out-of-the-box AI training model can identify common issues based on current asset data and service history of similar assets, and predict the time of — and reason for — an asset failure. With this insight, companies can ensure asset uptime, increase customer satisfaction, and drive higher service margins by addressing potential issues in advance and consolidating tech activities to one visit.
Simplify the entire work Order Management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitizing the entire work order lifecycle.
Make data-first decisions in one place.
Get a complete view of your most important field service KPIs in one place, powered by Tableau Next. Empower teams to uncover insights and drive smarter decisions with agentic, conversational analytics. Ask questions in natural language to identify root causes, surface relevant visualizations, and receive recommended actions.
Spot issues before they escalate with real-time visibility into field service metrics like first-time fix rate, technician utilization, and asset availability. Data Cloud unifies data across systems including ERP, CRM, and asset management tools to give you a complete view of operations. With agentic analytics, anyone can uncover deeper insights and act fast without needing technical data expertise.
Plan ahead with confidence and distribute capacity intelligently based on real-time demand. Use agentic, conversational analytics to ask questions like where you’re understaffed or overbooked, then quickly reallocate resources. Forecast future demand based on historical data, taking into account seasonality.
Provide seamless customer experiences.
Improve first-time fix-rates while lowering costs by enabling real-time video from anywhere. In an era where customers prioritize immediate solutions without on-site visits, Visual Remote Assistant connects them to experts on demand who can guide them through each step of the resolution on-screen — ensuring customer satsifaction while reducing truck rolls.
Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates, and stay informed about their onsite visits — creating an experience that's more convenient and extremely efficient.
Complete your field service management software with these related products.
Agentforce for Field Service
Empower teams with agentic AI in the flow of work to automate tasks and boost productivity.
Asset Service Lifecycle Management
Maximize asset uptime and revenue by bringing customer and asset data together on one unified platform.
Appointment Assistant
Empower customers with self-service to manage appointments and stay connected with technicians.
Visual Remote Assistant
Improve first-time fix rates with real-time remote service and access to expert assistance.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Knowledge Management
Empower agents and customers to find the best answers to questions and solve cases faster.
Customer Service Incident Management
Resolve disruptions faster and deliver great customer experiences with proven workflows.
Field Service Management Pricing
Find the right field service option for your business needs.
Dispatcher
Intelligent Dispatch Console built directly in CRM.
$
175
USD/User/Month
(Billed annually)
- AI-powered scheduling and route optimization
- Real-time visibility into field operations
- Intelligent job assignment and reallocation
Technician
Boost productivity with the #1 field service mobile app.
$
175
USD/User/Month
(Billed annually)
- View and update work orders, even when offline
- Create quotes and collect payment in the field
- Build custom, scalable mobile experiences
Contractor
Seamlessly manage your extended workforce.
$55 user/month or $22/login
- Secure mobile app access
- View and manage assigned work orders
- Submit job updates and service reports
Contractor Plus
Empower contractors to serve and generate revenue.
$80 user/month or $32/login
- Secure contractor portal and mobile app access
- Cross-sell and upsell for revenue generation
- Track and monitor performance
Field Service Plus
Combine the power of Dispatcher, Technician, Service Cloud and Sales Cloud.
$
230
USD/User/Month
(Billed annually)
- Complete selling and service solution
- Everything in Dispatcher
- Everything in Technician
Discover the best of Salesforce for Field Service.
Agentforce 1 Field Service Edition brings AI agents, data, and trust to Field Service and enables your organization to get the most value from your field service products.
Agentforce 1 Field Service
The complete field service solution with built-in AI and unified data. One platform that does it all.
$
650
USD/User/Month
(Billed annually)
- Everything in Field Service Plus and our full suite of AI
- Unlimited Agentforce usage for employees
- Appointment Assistant, Visual Remote Assistant, Digital Channels, Slack & Tableau Next
- 1M Flex Credits & 2.5M Data Cloud Credits per org every year
This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
Our dream is to not do any more paperwork. Post-Work Summary with Dynamic Data Capture and Multi-Modal will get us there.
Aaron (AJ) BagwellChief Technology Officer, Axis Water Technologies
Our ability to deliver proactive service rather than 'firefighting' ensures customers and employees stay with Pella. AI-first field service makes our work faster, safer, and helps get installs right the first time.
Nick MrazStrategic National Installation Manager, Pella
Get the most out of field service with thousands of partner apps and experts.
Maximize ROI with the #1 success ecosystem.
From support, expert guidance, and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.
Join the Serviceblazer Community.
Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.
Learn new skills with free, guided learning on Trailhead.
Hit the ground running with Field Service tips, tricks, and best practices.
Ready to take the next step with the service solution built on the world’s #1 CRM?
Start your trial.
Try Service Cloud free for 30 days. No credit card, no installations.
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Field Service Management Software FAQ
Field service management software gets the right workers to the right place at the right time with the correct set of tools and data to perform a series of steps and tasks onsite.
The best field service management software drives efficient operations and improves the productivity of front-line teams delivering service onsite at homes and businesses. With CRM, data, and AI, organizations can streamline processes, improve communications, and create customer loyalty.
Field service has solutions designed to support any and all field service roles: dispatchers, technicians, and contractors. Pricing provides organizations return on investment with productivity gains for workers and improved operational efficiency.
Field service automation involves using software and technology to streamline and enhance the efficiency of on-site service operations, including scheduling, dispatching, and managing field service technician tasks.
Workforce management (WFM) is a strategic process that service organizations use to make sure they have the right people, skills, and resources to handle service requests efficiently and cost-effectively.
Similarly, mobile workforce management is a system that optimizes the activities of field workers & mobile workforces through real-time communication, data access, and centralized oversight of their schedules, routes, and tasks.
A mobile workforce is a team of employees and contractors who perform their duties from various locations outside of a traditional office setting.
Dispatch management is the process of overseeing the scheduling, planning, and tracking of resources to ensure timely, efficient, and effective field service for a range of functions. These include repairs, installations, maintenance, emergency response, home healthcare, insurance claim assessments, deliveries, and much more.
Route optimization is the process of planning the fastest and most cost-effective way for your mobile field service workers to get from one appointment to another. Field service route optimization means your mobile workers spend less time driving, which boosts efficiency and supports sustainability. Learn how the best route optimization software can help improve your workforce efficiency.
Work order management is the process of organizing, tracking, and controlling maintenance and field service tasks from initiation to completion, ensuring that jobs are completed efficiently and effectively.