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Our first post was all about the Sales Cloud and core platform updates. #Salesforce virtual remote assistant series#With the release getting close, we’re right in the middle of our blog series covering it. #Salesforce virtual remote assistant windows#The two-way video is browser based, which means it can work on Android, iOS and Windows mobile devices.Salesforce’s Winter 22 is almost here – it will start hitting production instances this weekend and wrap up on 10/9. This makes it easier for dispatchers to understand the time required to complete a job. The enhanced scheduling and optimization engine puts all the steps required to complete a particular job in one place. “By adding LWC support to the Field Service app, we will enable customers, SIs and ISVs to build for a wide variety of use cases not supported in the app,” he said. Lightning Web Components is the company’s primary way of extending its apps, including Lightning desktop and Salesforce mobile app, Whitelam said. “Service has historically been a cost department, but today there is a shift towards service becoming a revenue driver, enabling agents to up-sell, cross-sell, and build trust with the customer,” he said. Visual remote assistant two-way video: This feature is also generally available and lets customer service agents and customers share their cameras in real time to troubleshoot problems.įield service is becoming a more important strategy for business, Whitelam said.Appointment assistant self-service scheduling: This feature is generally available and allows customers to schedule, cancel, confirm and reschedule appointments.Lightning Web Components: This feature is in pilot testing and allows customers to build custom apps to fit a particular workflow or industry-specific task.Enhanced scheduling and optimization engine: This feature is in beta and allows companies to chain together all the steps in a complex job so dispatchers can understand the work and manage workers appropriately.Salesforce Field Service provides scheduling, mobile capabilities, AI to manage jobs, and swarming capabilities with Slack for mobile workforces. #Salesforce virtual remote assistant software#SEE: Software as a Service (SaaS): A cheat sheet (free PDF) (TechRepublic) “This labor shortage makes it all the more important to be able to share knowledge in the field - for example by using visual remote assistant technology - enabling dwindling expertise to be more readily available,” he said. Service providers also can use these new features to capture institutional knowledge as older field service workers begin to retire and businesses are at risk of losing years of historical knowledge and expertise. The Lightning Web Components feature allows customers to build custom apps to fit a particular workflow or industry-specific task. “Automation and AI are becoming a bigger piece of the puzzle as this allows dispatchers and field service technicians to get the simple work out of the way and focus on harder, more complex issues that require human interaction,” he said. Employees expect the same ease of use from apps at work, he said, which means simple UIs and easy to use tools. Both groups want more personalized experiences from customer service software, such as scheduling appointments online or having an agent call back instead of waiting on hold. Paul Whitelam, SVP and GM of Field Service Management at Salesforce, said these new features will help service companies address changing customer and employee expectations. The new components include self-scheduling for customers, two-way video, the ability to build custom apps and a scheduling optimization engine. Salesforce added four new features to its Field Service Management platform to make customer support tasks easier for customers and employees. The new visual remote assistant two-way video feature on the Field Service Management platform from Salesforce lets customer service agents and customers share their cameras in real time to troubleshoot problems. Salesforce adds two-way video and custom app capabilities to Field Service platformĬhanges made customer service tasks more user friendly for employees and customers, according to the company. ![]()
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