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New: Salesforce Field Service AI Innovations

By Lucy Mazalon

Salesforce Field Service is an extension of Service Cloud that provides a comprehensive view of workforce management. It is designed for mobile employees who carry out in-person service such as service technicians, as well as service agents, dispatchers, and service managers.

With all the generative AI additions we’ve seen across the Salesforce platform this year – including Sales Cloud, Marketing Cloud, Slack, and more – it’s now the turn of Field Service to benefit from productivity boosting features. Let’s take a look at how Salesforce are empowering the next generation of frontline workers. 

Appointment Assistant

This AI-powered self-service feature enables customers to book and reschedule appointments, as well as see when a technician is on the way. 

It’s available across multiple Salesforce products such as Einstein Bots, and all messaging channels including SMS and online chat. 

Proactive Service With Data Cloud

A unified view, combining customers and their assets all in real time and at scale, including purchase details, service history, and IoT signals on machine health. 

From there, Einstein can determine: 

  • When service appointments are needed, and automatically schedule them
  • Job duration
  • The necessary parts or tools
  • The right technician for the job
READ MORE: The History and Future of Salesforce Data Cloud

Work Capacity Management

Reserve capacity for priority work, like new installations, high-value customers, or unexpected service needs to meet customer demand.

External Knowledge Search

Speed up service delivery by leveraging generative AI to access the right customer, asset, and service history data prior to jobs. 

Reduce mundane administrative work searching for answers, and spend more time solving customer challenges with work summarization and onsite search answers, all grounded in (i.e. taking information from) a trusted knowledge base.

Mobile Quoting and Document Builder

  • Generate documents, e.g. invoices to complete jobs faster. 
  • Payment capabilities within the mobile app are provided by Salesforce Pay Now.


Continuing on from the “summer of AI”, Field Service’s new enhancements are taking advantage of generative AI’s capabilities to make working with Service Cloud that little bit easier.

Now, what could possibly be next…

The Author

Lucy Mazalon

Lucy is the Operations Director at Salesforce Ben. She is a 10x certified Marketing Champion and founder of The DRIP.

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