Salesforce Agentforce for the Service Industry 

The global field service management market is predicted to be at $29.9 billion in 2031, with a compound annual growth (CAGR) of 19.2% spanning the years 2022 to 2031. If we take a look at 2021 alone, just a few years ago the market value was sitting at $5.2 billion.  

(Source: SightCall)

As we can see, this is an interesting market for the service industry. Delivering high-quality services faster than competitors is essential in customer relationship management (CRM) strategies where digital-first clients expect immediate engagement. Therefore, we consider the best way to optimize your processes while quickly responding to customers is with artificial intelligence (AI).

This next-gen technology does not need to sleep and can autonomously interact with customers to close cases or route complicated issues to human technicians when needed.

So, if you are interested in finding out more about AI technology to support operations in the service industry, join us in the article below. We explore Agentforce for Field Service, which is brought to you by Salesforce, the world’s #1 AI CRM.

Let’s get started!

What is Agentforce for Field Service?

According to Salesforce, Agentforce for Field Service is a solution for building autonomous artificial intelligence (AI) agents. They are designed to work alongside human colleagues and aid them in customer support activities. Make sure to read our Agentforce Pricing article if you want information that will prepare you for signing up for Salesforce’s AI solution. 

The Power of Agentforce for Service Cloud

Service Cloud is a popular option for businesses since it offers:

These capabilities allow businesses to personalize services for more customers than ever before and deliver them at a lightning-fast pace.

However, an Agentforce and Service Cloud integration elevates customer experiences by leveraging Salesforce data to create trusted responses to queries. With the power of AI in the mix, admins do not even have to hard-code service agents with responses, as they work smartly.

So now that we have covered our brief Service Cloud and Agentforce overview, let’s dive deeper and learn how Salesforce’s service agents help to make well-organized field service operations.  

Key Benefits of Using Agentforce for Service-Based Businesses

With Agentforce, teams can easily pull rich customer data from Salesforce into the Field Service solution by using natural language prompts. Admins can even quickly set up custom agent topics and actions to assist teams working in field services.

But what more can Agentforce do? Let’s take a look at the benefits from Agentforce in Salesforce Field Service. 

Automate Service Workflows to Reduce Time and Errors

According to Help Scout (a company specializing in help desk software), 90% of customers find it very important to receive an immediate response from a business. It’s interesting to note that 60% of these customers define an immediate response as a reply to their query in ten minutes or less.

However, providing such quick responses to customers can lead to miscommunication or errors in service delivery. In this digital-first era, where the bar is set high for obtaining information, companies really need to automate service workflows for queries.

Agentforce can assist here by automating field service operations. For example, a Salesforce service agent can reduce manual efforts for field service teams by responding immediately to customer queries. These responses draw information from Salesforce, your single source of truth and therefore minimizes errors. By responding quickly and accurately to customers and employees 24/7 using Agentforce, service-based teams deliver better experiences automatically. 

Deliver Personalized Customer Support with Agentforce for Service Cloud

To increase customer satisfaction levels, teams can start by using Agentforce with Service Cloud to obtain the following:

Then, Agentforce extracts customer information from Salesforce to create personalized interactions when responding to customers. These Salesforce agents are also able to reply to customers immediately, therefore resolving many simple and basic cases for a company.  

Optimize On-Site Scheduling and Dispatching with Agentforce for Field Service

The next benefit of Agentforce for Field Service is that it can:

These software capabilities allow teams to provide customer service faster than before. It also helps businesses reduce their operational costs while maintaining high customer satisfaction levels at all times. 

Foster Team Collaboration Across Office and Field Locations

Automating field service operations with Agentforce ensures optimal employee productivity in an organization. Agentforce can assist with managing many typical manual tasks in this industry, such as:

With these tasks automated for office and field technicians, the entire customer service team can collaborate and innovate ways to elevate service delivery. 

Use Agentforce Analytics for Smarter Business Decisions

Agentforce Analytics references Data Cloud reports. This information gives managers valuable insights into how well agents are performing. For example, a report will provide the following information:

Here is a table showing the reports a manager has access to with Agentforce Service Agent.

Report	Description
Abandoned Session	Displays the total amount of abandoned sessions by date and channel.
Actions Usage	Presents the number of sessions engaged by action.
Deflection Session	Shows the total amount of deflected sessions by date and channel.
Engaged Session	Gives an account of the total number of sessions engaged by date and channel.
Key KPIs	Details important company key performance indicators (KPIs).
Session Engagement	Outlines your session engagement metrics.
Topics Usage	Divulges the number of engaged sessions by topic.
Total Session	The total sessions you have by date and channel are revealed in this report.

All of these reports can be found in the Einstein Service Agent folder. You can also locate the Einstein Service Agent Overview dashboard in this folder, which is helpful for monitoring Agentforce Service Agents. 

With this information in mind, managers can make key decisions for a business based on objective and accurate data. 

Scale Your Service Operations with Flexible Agentforce Solutions

Agentforce solutions are a massive leap in technology for service operations. One solution is the power to build autonomous agents that are imbued with generative AI. These agents are then be deployed to communication channels and self-service portals to work tirelessly around the clock for a business.

Here are a few jobs that Salesforce Service Agents can handle autonomously:

By using Agentforce’s flexible AI solutions in service operations, businesses can grow rapidly by helping more people with their queries and requests than ever before.

Seamlessly Integrate Agentforce with Service Cloud for Unified Operations

Salesforce’s Service Cloud is a well-liked platform for those wanting to manage customer service operations. It increases team productivity for office and field agents by giving them a single workspace infused with AI technology to juggle many service tasks, such as:

So, why not elevate Service Cloud’s capabilities with Agentforce and unify processes? With Agentforce, businesses get to inject AI technology directly into their customer service operations to boost team productivity. These AI solutions respond to customers and employees with relevant information and create smooth-sailing interactions for everyone involved because they are in the safe hands of Einstein Trust Layer.

Cut Operational Costs with Smarter Resource Allocation

When it comes to customer service operations, managers have to make a plan for their team based on the following factors:

Now, with Agentforce for Field Service, admins can build schedules and resource allocation configurations for teams driven by AI technology. These powerful features can autonomously figure out which technician is available for a job based on their:

Therefore, using Agentforce solutions, a company can slash operational costs for customer service teams with automated scheduling and ensure that resources are allocated wisely. 

Track Field Activities in Real-Time for Faster Problem Resolution

Although there are many other benefits to choosing Agentforce, the last one we would like to highlight in our article is its capability to solve problems faster by tracking field activities. 

For example, when teams use Agentforce, managers can track field activities in real time. This means they get better visibility of team performance and results in different situations. Now, they have a wealth of information that can guide their business decisions. Here are a few bits of information that service managers can monitor immediately in Agentforce:

By viewing this information, managers can make their daily tasks that much easier. Here are a few results from tracking field activities:

Wrapping Up Agentforce for Services

Thanks for reading our article on Agentforce for Field Service. In it, we covered the benefits of choosing this AI powered solution to connect Salesforce to your field service operations. Make sure to also read our Agentforce Explained article, to find out more about improving general work productivity with AI tools.  

See you soon!

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us