{"id":71267,"date":"2024-09-09T05:00:00","date_gmt":"2024-09-09T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=71267"},"modified":"2024-09-09T13:57:44","modified_gmt":"2024-09-09T12:57:44","slug":"field-service-dreamforce-24","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/field-service-dreamforce-24\/","title":{"rendered":"Salesforce Announces AI-Driven Field Service Innovations for Peak Efficiency and Enhanced Customer Experiences"},"content":{"rendered":"\n<p>Salesforce today announced new AI-driven <a href=\"https:\/\/www.salesforce.com\/uk\/service\/field-service-management\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">field service capabilities<\/a> to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the <a href=\"https:\/\/www.salesforce.com\/uk\/products\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Platform<\/a> and grounded in a company\u2019s own trusted data through <a href=\"https:\/\/www.salesforce.com\/uk\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, these latest innovations will also help teams deliver more proactive and satisfying customer experiences.&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s relevant:<\/strong> Field service teams spend just <a href=\"https:\/\/www.salesforce.com\/uk\/form\/service-cloud\/field-service-guide-2024\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">32% of their time<\/a> interacting with the people they serve \u2014 the remaining 68% is spent on tasks like manually entering case notes. Field Service leaders want to save their teams time by eliminating the operational tasks that bog them down. They see <a href=\"https:\/\/www.salesforce.com\/uk\/form\/service-cloud\/field-service-guide-2024\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> as an answer \u2014 <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/field-service-guide-2024\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">78%<\/a> of field service workers in organizations with AI say it saves them time on the job.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tCustomer-centric Field Service on the #1 CRM.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/uk\/service\/field-service-management\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>GET FIELD SERVICE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Go deeper:<\/strong> Salesforce today unveiled the following AI-driven innovations for Field Service:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Agentforce for Dispatchers<\/strong> empowers dispatchers to quickly address urgent appointments \u2014 like ones that involve delays, cancellations, or absences \u2014 using a conversational interface. The AI assistant presents a Gantt chart so the dispatcher can easily identify risks and adjust appointments on a single screen, streamlining decision-making and increasing productivity.&nbsp;<\/li>\n\n\n\n<li><strong>Field Service Operations Home <\/strong>equips dispatchers and supervisors with an AI-powered home page experience that uses real-time data to surface key insights. This home page unifies data with Data Cloud and uses Einstein to identify patterns and critical trends, allowing users to quickly see what&#8217;s important and take immediate action.<\/li>\n\n\n\n<li><strong>Multi-Modal Field Tech Support <\/strong>helps technicians complete tasks faster using AI text and image recognition. Technicians can photograph their issue with the Field Service Mobile application, and Einstein will interpret the image and provide effective troubleshooting steps that are generated using the on-device large language model (LLM). This LLM allows Einstein to generate accurate responses even when the device is offline.<\/li>\n\n\n\n<li><strong>Data Capture <\/strong>enables technicians to quickly collect field data with dynamic forms in the Field Service Mobile App \u2014 online or offline. Users enter data using drop-down menus, images, and files, with forms adjusting dynamically to ensure only relevant details are entered. This saves valuable time on every entry.&nbsp;<\/li>\n\n\n\n<li><strong>Asset Service Prediction <\/strong>lets field service organizations proactively address issues for assets before problems occur. Using an AI model that analyzes historical service data from Data Cloud, Asset Service Prediction can identify the time of \u2014 and reason for \u2014 a likely asset failure, enabling technicians to avoid downtime and costly truck-rolls.&nbsp;<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-jetpack-slideshow\" data-effect=\"slide\"><div class=\"wp-block-jetpack-slideshow_container swiper-container\"><ul class=\"wp-block-jetpack-slideshow_swiper-wrapper swiper-wrapper\"><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Agentforce for Dispatchers empowers dispatchers to easily identify risks and adjust appointments using a conversational interface.\" class=\"wp-block-jetpack-slideshow_image wp-image-80992\" data-id=\"80992\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Agentforce-for-Dispatchers.png?w=1024\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Agentforce for Dispatchers empowers dispatchers to easily identify risks and adjust appointments using a conversational interface.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Field Service Operations Home is an AI-powered home page experience that uses real-time data to surface key insights.\" class=\"wp-block-jetpack-slideshow_image wp-image-80995\" data-id=\"80995\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Field-Service-Operations-Home.png?w=1007\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Field Service Operations Home is an AI-powered home page experience that uses real-time data to surface key insights.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Multi-Modal Field Tech Support helps technicians complete tasks faster using AI text and image recognition.\" class=\"wp-block-jetpack-slideshow_image wp-image-80996\" data-id=\"80996\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Multi-Modal-Field-Tech-Support.png?w=473\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Multi-Modal Field Tech Support helps technicians complete tasks faster using AI text and image recognition.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Data Capture enables technicians to quickly collect field data with dynamic forms in the Field Service Mobile App \u2014 online or offline.\" class=\"wp-block-jetpack-slideshow_image wp-image-80994\" data-id=\"80994\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Data-Capture.gif?w=1024\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Data Capture enables technicians to quickly collect field data with dynamic forms in the Field Service Mobile App \u2014 online or offline.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Asset Service Prediction lets field service organizations proactively address issues for assets before problems occur.\" class=\"wp-block-jetpack-slideshow_image wp-image-80993\" data-id=\"80993\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Asset-Service-Prediction.png?w=1024\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Asset Service Prediction lets field service organizations proactively address issues for assets before problems occur.<\/figcaption><\/figure><\/li><\/ul><a class=\"wp-block-jetpack-slideshow_button-prev swiper-button-prev swiper-button-white\" role=\"button\"><\/a><a class=\"wp-block-jetpack-slideshow_button-next swiper-button-next swiper-button-white\" role=\"button\"><\/a><a aria-label=\"Pause Slideshow\" class=\"wp-block-jetpack-slideshow_button-pause\" role=\"button\"><\/a><div class=\"wp-block-jetpack-slideshow_pagination swiper-pagination swiper-pagination-white\"><\/div><\/div><\/div>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>\u201cThe future of field service centers on the seamless integration of AI, data, and human expertise. Anticipating customer needs and acting quickly is now critical for every organization. Our new AI-powered capabilities enable dispatchers, technicians, and operations leaders to work with unmatched efficiency and precision, setting new standards in productivity and service delivery.\u201d \u2013 Paul Whitelam, GM &amp; SVP, Salesforce Field Service<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With Salesforce Field Service, we\u2019re harnessing these technologies to unlock unprecedented efficiency, keeping our teams ahead of the curve, and delivering exceptional service every time.<\/p>\n<cite>Rudi Khoury, Chief Digital Officer at Fisher &amp; Paykel<\/cite><\/blockquote>\n\n\n\n<p><strong>The customer perspective: <\/strong>&#8220;Embracing AI and data-driven insights isn\u2019t just progress \u2014 it\u2019s a leap into the future of field service. With Salesforce Field Service, we\u2019re harnessing these technologies to unlock unprecedented efficiency, keeping our teams ahead of the curve, and delivering exceptional service every time.&#8221; \u2013 Rudi Khoury, Chief Digital Officer at Fisher &amp; Paykel<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-availability-nbsp\"><strong>Availability&nbsp;<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agentforce Assistant for Dispatchers and Field Service Operations Home will be generally available in October 2024.&nbsp;<\/li>\n\n\n\n<li>Data Capture is in beta starting October 2024.<\/li>\n\n\n\n<li>Multi-Modal Field Tech Support is in pilot starting December 2024.<\/li>\n\n\n\n<li>Asset Service Prediction is in beta starting October 2024.<\/li>\n<\/ul>\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 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href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/71267\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Join the new <a href=\"https:\/\/sforce.co\/4dPhbxV\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Serviceblazer Community on Slack<\/a>, where service and field service professionals connect with their peers, learn new skills, and grow their careers \u2014 all in real time<\/li>\n\n\n\n<li>Check out the latest <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/service-cloud-dreamforce-24\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud innovations<\/a><\/li>\n\n\n\n<li>Attend <a href=\"https:\/\/www.salesforce.com\/dreamforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Dreamforce<\/a> September 17 &#8211; 19, 2024 in-person or on <a href=\"https:\/\/www.salesforce.com\/plus\/experience\/dreamforce_2024\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce+<\/a>\n<ul class=\"wp-block-list\">\n<li>On September 18, watch the <a href=\"https:\/\/reg.salesforce.com\/flow\/plus\/df24\/sessioncatalog\/page\/catalog\/session\/1718915943970001QtFn\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Keynote<\/a> at 11 a.m. PT and the <a href=\"https:\/\/reg.salesforce.com\/flow\/plus\/df24\/sessioncatalog\/page\/catalog\/session\/1718915936226001Qyfo\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Field Service Main Breakout<\/a> at 2:45 PT<\/li>\n\n\n\n<li>Stop by the Service Lodge at Dreamforce to experience cutting-edge solutions for field service, including an Apple Vision Pro demo enabling remote experts to guide technicians through complex scenarios<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced new AI-driven field service capabilities to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the Salesforce Platform and grounded in a company\u2019s own trusted data through Data Cloud, these latest innovations will also help teams deliver more proactive and satisfying customer experiences.&nbsp; Why it\u2019s [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":71266,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3977],"sf_theme":[3985],"sf_topic":[3978,4053,4331,3986],"sf_product":[4000,4290,8269],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[8285],"sf_visibility":[],"coauthors":[],"class_list":["post-71267","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements-product","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-service-and-support","sf_topic-data","sf_topic-digital-transformation","sf_product-service-cloud","sf_product-data-cloud","sf_product-einstein-ai","sf_location-global","sf_collection-dreamforce-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Announces AI-Driven Field Service Innovations - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/field-service-dreamforce-24\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Announces AI-Driven Field Service Innovations for Peak Efficiency and Enhanced Customer Experiences\" \/>\n<meta property=\"og:description\" content=\"Salesforce today announced new AI-driven field service capabilities to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. 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