Set Up Interactive Pre-Work Brief for Field Service Mobile Workers
Mobile workers can not only see an AI-generated pre-work brief summary, they can now go further and ask follow-up questions about their upcoming work order directly from the pre-work brief widget. Agentforce uses the context from your work order and pre-work brief to answer questions instantly, so you arrive on-site fully prepared.
Required Editions
| Available in: Lightning Experience |
Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Field Service add-on or the Agentforce for Field Service add-on. Also available in Einstein 1 Field Service Edition. To purchase the Einstein for Field Service add-on or the Agentforce for Field Service add-on, contact your Salesforce account executive. |
| Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app. |
| Setup for Einstein generative AI is available in Lightning Experience. |
| The Field Service core features and managed package are available in Enterprise, Performance, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To build and manage Pre-Work Brief: | Customize Application |
| To create and assign permission sets: | Manage Profiles and Permission Sets |
| To use Field Service topics and actions: |
|
| To use Agentforce: | Use Agentforce Default Agent |
| To access and run prompt templates outside Prompt Builder: | Prompt Template User permission set |
Set Up Permissions
Before you launch agents, and use interactive pre-work briefs, it’s important to note the following:
- Set up permissions for Einstein for Field Service features.
- Set up Einstein Generative AI.
- Enable Agentforce.
- Add the Einstein Field Service user permission to your users.
- Access to Field Service with the FieldServiceAddOn permission.
- Ensure you Upgrade an Agent from the Legacy Builder to the New Builder or create a new agent.
Create an Agent
Use Agentforce Studio to configure your agents. Create an agent to enable conversational pre-work brief and assign it to the user.
-
Create an Agent using a template depending on
your use case, use an Agentforce Employee Agent or a Field Service Mobile Work
template.
- The Field Service Mobile Work template has existing topics.
- If you're using the Agentforce Employee Agent template you need to add the Interactive Pre-Work Brief topic. See Create an Agent from an Agentforce Employee Agent Template.
-
If you're using the Agentforce Employee Agent template, add the Interactive Pre-Work
Brief topic in the Agentforce Employee Agent template:
-
Click the
icon and select Add from Asset Library.
- Search and select Interactive Pre-Work Brief.
- Click Add to Agent.
-
Click the
- Assign the agent to the users who need access to it.
- If you have multiple agents, select a subagent with an interactive PWB topic in the Field Service mobile app. See Configure your agent with subagents, actions, and other agent assets.
Using Interactive Pre-Work Brief on the Field Service Mobile App
To use the interactive pre-work brief, mobile workers can ask follow-up questions about the assigned work order directly from the work order overview tab on the Field Service mobile app.
- Open a Work Order tab on the Field Service mobile app.
- In the Overview tab, view the Pre-Work Brief.
- Tap the Ask a Follow Up button. The Agentforce window opens with the full context of the work order and pre-work brief.
- Type your question in the text field. The question and its context are sent to Agentforce, and the response appears in the Agentforce window.
- Review the response. The answer is grounded in your work order data and available knowledge articles.
- (Optional) Provide feedback on the response quality.
This tool uses generative AI, which is known to include inaccurate or harmful responses. Before making business decisions review the output for accuracy and safety. You assume responsibility for the output when used.
Considerations
- The work order and pre-work brief context is transferred to Agentforce automatically when you tap Ask a Follow Up. Agentforce responds based on the context it received, along with any additional data sources it can access, such as knowledge articles configured through Agentforce Data Library (ADL). You don't need to specify the work order number or restate asset details that are already linked to the work order.
- Interactive PWB requires an internet connection. This feature isn't available when the mobile app is offline.
- This feature does not self-learn (follow-up questions do not automatically enrich future pre-work briefs).
- You cannot disable interactive pre-work briefs.
- Average response latency target is less than 8 seconds.
