Salesforce is continuing to dive headfirst into AI with new Salesforce Field Service innovations powered by its AI assistant Einstein GPT and Data Cloud designed to lower service costs and bring organizations new insights.
According to the company, the new innovation leverages the full power of Salesforce and Service Cloud, including AI, real-time data and automation to help organizations across industries streamline field operations while improving customer experiences.
Field Service Mobile Powered by Einstein GPT Benefits
Specifically, Field Service Mobile powered by Einstein GPT – available in beta in late 2023 – will help frontline service teams onboard new employees quickly and help them be more efficient in the field. In addition, customers can solve common issues with self-service tools.
Einstein GPT will help frontline workers save time by automatically composing reports on after-visit summaries, and the AI assistant will also augment self-service tools by suggesting knowledge articles and generating step-by-step guides to address customers’ technical issues. In addition, new employees can surface learnings from their training and help pass on important skill sets.
Field Service Mobile also now lets teams swarm customer issues and work orders in the Slack, and use pre-built solutions from the company’s Component Library within Field Service Mobile to tailor mobile experiences for tasks like finding nearby spare parts and managing timesheets.
Asset Service Management powered by Data Cloud
Salesforce also announced Asset Service Management powered by Data Cloud, available in beta by December, which is designed to help keep complex equipment up and running by leveraging real-time data and predictive usage-based maintenance that helps utility service providers proactively schedule network upkeep. According to the company, this can help prevent maintenance issues and extend the lifespan of expensive equipment.
Contractor Management Tool
In addition, a new Contractor Management with Flex Worker Management tool is now generally available, allowing companies to scale their contractor workforce and deploy them based on skills, distance and available tools. Municipalities, for example, can hire contractors for seasonal work and send contractors to specific maintenance calls based on experience and skill set.
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