AI Solutions for Field Service
Equip your mobile workers and dispatchers with intuitive AI tools from Agentforce.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| Feature | Role | Description |
|---|---|---|
| Agentforce Scheduling Supervisor View | Dispatchers | Make sure Field Service scheduling operations run smoothly by monitoring live conversations between AI agents and customers. |
| Customer-Initiated Scheduling | End Customers | Lets customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. |
| Create Appointment List Filter | Dispatchers | Finds service appointments and takes immediate action by creating filters in the appointment list. |
| Dispatcher-Prompted Outreach | Dispatchers | Lets dispatchers rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. |
| Fill Schedule Gaps | Dispatchers | Searches for gaps in a service resource’s schedule, suggests the best appointments to fill them, and schedules the selected appointment. |
| Pre-Work Brief | Mobile workers | Shows mobile workers a brief that uses generative AI to tell them everything they need to know about their upcoming work order. |
| Post-Work Summary | Mobile workers | Helps your mobile workers save time by getting them to ask Agentforce for a comprehensive summary of their completed work. |
| Proactive Asset Scheduling Outreach | Dispatchers | Let Agentforce autonomously contact the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time. |
| Summarize Scheduling Issues | Dispatchers | Gets a daily overview to highlight service appointments that require immediate attention, such as appointments with rule violations, overlaps, SLA risks, or emergencies. |
| Summarize Service Appointment Notes (Beta) | Dispatchers | Identifies and addresses the main causes of appointment cancellations. |
Note Field Service is now Agentforce Field Service and Operations. In some cases,
we still use Field Service to refer to this product area in Salesforce applications and
documentation.
- Agentforce for Field Service Dispatchers
Supercharge the efficiency of your dispatchers by using Agentforce. - Agentforce for Field Service Mobile Workers
Supercharge your Field Service mobile workforce efficiency by using generative AI and Agentforce. - Autonomous Scheduling in the New Agentforce Builder for Field Service
Autonomous Scheduling for the New Agentforce Builder covers Customer-Initiated Scheduling, which empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach and additional features are available in the Legacy Agentforce Builder documentation. - Autonomous Scheduling in the Legacy Agentforce Builder for Field Service
Autonomous Scheduling revolutionizes appointment management with two powerful features, Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking using Dispatcher-Prompted Outreach, and by handling asset maintenance coordination with Proactive Asset Service Scheduling.
See Also
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