We have recently blogged about the Salesforce Spring 22 Product updates related to Service Cloud, Sales Cloud, Revenue Cloud. Now it’s time to focus on Field Service Updates from Salesforce Spring 22 Product Release. In our service cloud release, we have touched the areas of Voice Channel, Omni-Supervisor Enhancements, Einstein Bots, Workforce Engagement, Incident management, and knowledge sharing. Let’s take a look at what’s new in the world of Field Service specifically in this Spring 22 Release Highlights.
Resource Management Is The Key
Salesforce really knocked it out of the park this year with advancements that help make Field Service stand out as an even more robust solution. There are several features inside this category that make managing field teams more strategic, along with making field teams and customers happier. “Bundler”, a long-awaited add-on, makes it possible to combine service appointments by either their location, minimizing travel time or work type, as well as making sure resources have the right skill. When combined with the new Location and Assets preferences, companies can now ensure that specific resources are assigned based on either workers’ specific knowledge and skill or client preferences, to delight customers. Dispatch / Call Center operations weren’t left out either; the new Shift management feature makes it easier for operators to have better visibility into shifts and can plan efficiently for continuous coverage year-round.
- How Bundling Appointments To Simplify Scheduling And Improved Location And Assets Preferences Can Work Together
Imagine this… your company has several assets at one client location that need an inspection. You have one field employee that not only knows your customer but originally installed the equipment. With Bundler and the new asset and location preferences, these inspections will automatically be assigned to the right employee and all those service tickets will be combined into one task. This makes it easier for the Field tech to complete the task (fewer clicks) and the customer gets his preferred technician, and only has to sign off on one service record. This new change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
- Shift Management Is Now Simpler To Use
With background colors, you can now categorize different shift types for various job profiles to create shift rosters quickly and in a snap. Using the Get Candidate Action, Shift Managers can now efficiently allocate the right resource to the right shift. Manage resource burn-out by adding some shift scheduling rules. Create a better work-life balance with non-standard shifts available in red, inside the shift calendar and dispatcher console.
Improved Asset Management Based On Usage
Asset management is a big thing for businesses to ensure that assets are available in the best condition when employees need to use them to serve customers. With improved asset management in field service, maintenance work rules can be created to schedule preventive maintenance to minimize downtime.
Enhanced Field Service Mobile Features
Bundled service appointments and easy-to-follow automated status updates make the life of a service worker comparatively sorted and maintained. Mobile workers can now focus more on the job with mobile app status updates. Related Records priming help save time by ensuring workers pick only the necessary records before going offline. Streamline emails and user feedback straight into the mobile app instead of switching systems.
Amplify Customer Engagement To Provide Better Experiences
Now deliver service anywhere anytime with visual remote assistants, ready to help customers with video sessions. The remote assistants improve efficiency for field service agents to serve more complex problems and allow customers to save money with updated information available in a DIY style. Customers can also request live support sessions with an agent from the support website without changing screens or applications. On the other hand, agents can now document sessions using screen captures to enhance the user experience. All you need to do is add the visual remote assistant component to the object record page layout.
Empower With Field Service Content
The Field Service Learning Map now comes with more updated features. You can now easily navigate to set up tasks and seek the right help from the knowledge hub. Plan a proper learning journey with a field service-learning map. From critical concepts, definitions, and glossary, get a complete overview of Field service from the hub that’s now part of the new Spring 22 Release Highlights.
Salesforce Field Service, which lies inside the Service Cloud intelligently, helps your business to elevate customer experience, increasing the agility and safety of your field service technicians. Need help in building your field service chain the right way? Let our service experts help you in this transformation.