{"id":9952,"date":"2021-07-28T13:46:48","date_gmt":"2021-07-28T18:46:48","guid":{"rendered":"https:\/\/diabsolut.com\/?p=9952"},"modified":"2023-06-07T11:30:26","modified_gmt":"2023-06-07T15:30:26","slug":"pourquoi-devriez-vous-passer-a-salesforce-field-service","status":"publish","type":"post","link":"https:\/\/diabsolut.com\/fr\/pourquoi-devriez-vous-passer-a-salesforce-field-service\/","title":{"rendered":"Pourquoi devriez-vous passer \u00e0 Salesforce Field Service?"},"content":{"rendered":"<h1>Pourquoi devriez-vous passer \u00e0 Salesforce Field Service?<\/h1>\n<h6>Auteur: Rohit Arora , Solutions Architect at Salesforce<\/h6>\n<p><span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-10916\" src=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021.jpg\" alt=\"Changement, Organisation, Plate-forme, \" width=\"630\" height=\"420\" srcset=\"https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021.jpg 1200w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-300x200.jpg 300w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-1024x683.jpg 1024w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-768x512.jpg 768w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-550x367.jpg 550w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-175x117.jpg 175w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-140x93.jpg 140w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-600x400.jpg 600w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-500x333.jpg 500w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-225x150.jpg 225w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-450x300.jpg 450w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-200x133.jpg 200w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-170x113.jpg 170w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-1000x667.jpg 1000w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-263x175.jpg 263w, https:\/\/diabsolut.com\/wp-content\/uploads\/2021\/07\/July-2021-60x40.jpg 60w\" sizes=\"auto, (max-width: 630px) 100vw, 630px\" \/>Je mentirais si je vous disais que le changement ne me rend pas anxieux.\u00a0<\/span><a href=\"https:\/\/diabsolut.com\/il-est-temps-dadopter-une-gestion-des-services-sur-le-terrain-axee-sur-les-actifs\/?lang=fr\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">La transition de\u00a0l\u2019ensemble d\u2019une organisation de services sur le terrain<\/span><\/a><span data-contrast=\"auto\"> vers une nouvelle plateforme est un projet de grande ampleur. Il faut investir beaucoup de temps et de ressources dans la s\u00e9lection d&rsquo;une nouvelle plateforme, la planification de la transition, la gestion du changement et la pr\u00e9paration avant le d\u00e9m\u00e9nagement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Mais voici pourquoi vous devriez le faire:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ol>\n<li><span data-contrast=\"auto\"> Si vous \u00eates un client existant de ClickSoftware (qu&rsquo;il s&rsquo;agisse d&rsquo;une solution sur site ou de Field Service Edge), Salesforce Field Service est un choix \u00e9vident car il s&rsquo;agit de produits tr\u00e8s similaires que vous avez appris \u00e0 comprendre et \u00e0 appr\u00e9cier. C&rsquo;est la solution la plus simple du point de vue de la gestion du changement, car les interfaces utilisateur sont \u00e9galement tr\u00e8s similaires.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\"> Si vous \u00eates un client existant de <\/span><a href=\"https:\/\/diabsolut.com\/pleins-feux-sur-salesforce-service-cloud-maximiser-les-resultats-des-solutions-de-haute-technologie\/?lang=fr\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Service Cloud<\/span><\/a><span data-contrast=\"auto\"> et que vous cherchez \u00e0 mettre en \u0153uvre une solution de service sur le terrain, Salesforce Field Service n&rsquo;est qu&rsquo;une extension des capacit\u00e9s de Service Cloud. Elle est construite sur la m\u00eame plateforme, utilise le m\u00eame mod\u00e8le de donn\u00e9es et Service Cloud \u00e9tend toutes ses capacit\u00e9s (<\/span><b><span data-contrast=\"auto\">communaut\u00e9s de clients et de partenaires, gestion des connaissances, gestion des droits, int\u00e9gration CTI,\u00a0omni-canal,\u00a0<\/span><\/b><span data-contrast=\"auto\">etc.), ce qui non seulement fournit des outils suppl\u00e9mentaires aux utilisateurs et aux clients de Field Service, mais permet \u00e9galement une int\u00e9gration transparente avec les centres de back-office\/contact.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">La plateforme Salesforce<\/span><\/b><span data-contrast=\"auto\">\u00a0offre d&rsquo;excellentes capacit\u00e9s en termes d&rsquo;automatisation des processus d&rsquo;entreprise en termes de\u00a0cr\u00e9ation de processus et flux de travail\u00a0generinternes, bien plus que ce que les\u00a0activit\u00e9s g\u00e9n\u00e9riques\u00a0et\u00a0les usagers des\u00a0fluxgeofen\u00a0faisaient dans\u00a0Legacy\u00a0Click.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Salesforce\u00a0Maps<\/span><\/b><span data-contrast=\"auto\">\u00a0\u00e9tend les offres SIG standard (cartographie, routage, g\u00e9ocodage) avec des mises \u00e0 jour du trafic en temps r\u00e9el, le suivi des actifs, l&rsquo;optimisation des itin\u00e9raires, le\u00a0geofencing\u00a0et la planification du territoire. Int\u00e9gration avec ESRI ArcGIS Online.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\"> Salesforce Field Service est en constante \u00e9volution et propose un grand nombre de fonctionnalit\u00e9s int\u00e9ressantes, notamment:<\/span><\/li>\n<\/ol>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Pack Assistant rendez-vous<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; permet de suivre la localisation en temps r\u00e9el du technicien, de confirmer\/programmer\/annuler les rendez-vous et de r\u00e9pondre aux enqu\u00eates de satisfaction des clients \u00e0 partir de la page de la communaut\u00e9 des clients.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Service sans d\u00e9placement<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; permet de prendre des rendez-vous sans d\u00e9placement pour des cas d&rsquo;utilisation importants tels que la t\u00e9l\u00e9sant\u00e9, la t\u00e9l\u00e9vente et les diagnostics \u00e0 distance.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Temps de disponibilit\u00e9 des actifs<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; donne un aper\u00e7u de la fiabilit\u00e9\/disponibilit\u00e9 des actifs. Il permet aux organisations de d\u00e9cider de remplacer le bien ou d&rsquo;augmenter la fr\u00e9quence du programme de maintenance et aide \u00e0 identifier les biens pour lesquels il pourrait y avoir un risque de non-respect des garanties de service.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Maintenance pr\u00e9ventive bas\u00e9e sur des crit\u00e8res<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; permet aux utilisateurs de programmer des visites de maintenance pr\u00e9ventive,\u00a0non seulement sur la base d&rsquo;un calendrier,\u00a0mais aussi en fonction de l&rsquo;utilisation du bien.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Assistance visuelle \u00e0 distance (VRA)<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; permet d&rsquo;effectuer des diagnostics \u00e0 distance sur les actifs dans les locaux du client en utilisant une vid\u00e9o bidirectionnelle en mode \u00e9cran partag\u00e9 entre les techniciens \u00e0 distance et les clients, ce qui permet d&rsquo;\u00e9viter les d\u00e9placements en camion sur le site du client et\/ou de r\u00e9duire le temps pass\u00e9 sur place par le technicien de terrain.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Recherche de pi\u00e8ces \u00e0 proximit\u00e9<\/span><\/b><span data-contrast=\"auto\">\u00a0&#8211; cette fonctionnalit\u00e9 permet aux techniciens de rechercher les pi\u00e8ces manquantes \u00e0 proximit\u00e9 de leur emplacement et de se les faire livrer en utilisant un service de covoiturage comme Uber\/Lyft, ce qui permet de gagner un temps pr\u00e9cieux, de r\u00e9duire les co\u00fbts et, surtout, d&rsquo;\u00e9viter la frustration du client.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Je serais tr\u00e8s int\u00e9ress\u00e9 de voir des drones \u00eatre utilis\u00e9s pour transporter des pi\u00e8ces dans un avenir pas si lointain,\u00a0ou m\u00eame des techniciens imprimant les pi\u00e8ces \u00e0 l&rsquo;aide d&rsquo;une imprimante 3D dans leur camion!<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ol start=\"6\">\n<li><b><span data-contrast=\"auto\">Salesforce IoT<\/span><\/b><span data-contrast=\"auto\">\u00a0permet \u00e0 votre entreprise de participer activement \u00e0 la quatri\u00e8me r\u00e9volution industrielle. Elle se produit d\u00e9j\u00e0 autour de nous gr\u00e2ce \u00e0 un Internet plus omnipr\u00e9sent et plus mobile, \u00e0 des capteurs plus petits et plus puissants, devenus moins chers, et \u00e0 l&rsquo;intelligence artificielle et l&rsquo;apprentissage automatique. Les technologies de pointe nous poussent vers l&rsquo;avant, sous la forme du cloud, du social, du mobile, de l&rsquo;IoT et de l&rsquo;IA. Salesforce IoT vous permet\u00a0de faire partie de cette vague d\u2019\u00e9volution\u00a0en surveillant les actifs et en cr\u00e9ant des tickets bas\u00e9s sur des param\u00e8tres pr\u00e9d\u00e9finis pour permettre une maintenance pr\u00e9ventive des actifs plut\u00f4t que de les r\u00e9parer en cas de panne.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\"> Salesforce dispose d&rsquo;excellentes fonctionnalit\u00e9s <\/span><b><span data-contrast=\"auto\">de rapport et de tableaux de bord<\/span><\/b><span data-contrast=\"auto\">. Salesforce Field Service est livr\u00e9 avec des rapports et des tableaux de bord pr\u00e9configur\u00e9s et pr\u00eats \u00e0 l&#8217;emploi qui sont tr\u00e8s int\u00e9ressants.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">Vous avez probablement entendu dire que \u00ab\u00a0les donn\u00e9es sont le nouveau p\u00e9trole\u00a0\u00bb.\u00a0 Jack Welch a d\u00e9clar\u00e9 \u00e0 juste titre que \u00ab\u00a0<\/span><b><span data-contrast=\"auto\">la capacit\u00e9 d&rsquo;une organisation \u00e0 apprendre et \u00e0 traduire rapidement cet apprentissage en actions constitue l&rsquo;avantage concurrentiel ultime<\/span><\/b><span data-contrast=\"auto\">\u00ab\u00a0.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/diabsolut.com\/regard-sur-les-couts-et-la-conformite-de-la-plate-forme-tableau-crm\/?lang=fr\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Salesforce Einstein Analytics et Tableau<\/span><\/a><span data-contrast=\"auto\">\u00a0(co\u00fbt de licence suppl\u00e9mentaire) sont deux outils d&rsquo;analyse incroyablement puissants qui vous permettent de le faire.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Einstein Analytics peut fournir des capacit\u00e9s de pr\u00e9diction et d&rsquo;apprentissage automatique que vous pouvez int\u00e9grer \u00e0 vos tableaux de bord Tableau et g\u00e9n\u00e9rer des informations exploitables qui peuvent\u00a0totalement\u00a0changer la donne.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ol start=\"8\">\n<li><b><span data-contrast=\"auto\">Mulesoft<\/span><\/b> <span data-contrast=\"auto\"><strong>Anypoint\u00a0<\/strong>est une plateforme d&rsquo;int\u00e9gration tr\u00e8s puissante avec des centaines de connecteurs pr\u00e9-construits qui relient Salesforce \u00e0 une large gamme d&rsquo;applications, de plateformes et d&rsquo;acc\u00e9l\u00e9rateurs qui permettent de g\u00e9n\u00e9rer un retour sur investissement plus rapidement en permettant la modernisation des syst\u00e8mes existants, en adoptant les meilleures applications SaaS, ainsi qu\u2019en permettant une migration rapide et transparente vers le cloud.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\"> Salesforce est fortement investi dans <\/span><b><span data-contrast=\"auto\">la r\u00e9ussite de ses clients et partenaires<\/span><\/b><span data-contrast=\"auto\">.\u00a0<a href=\"https:\/\/diabsolut.com\/salesforce-trailhead-fr\/?lang=fr\" target=\"_blank\" rel=\"noopener\">Trailhead\u00a0<\/a>est la plateforme de formation en ligne gratuite de Salesforce, enti\u00e8rement consacr\u00e9e \u00e0 l&rsquo;apprentissage de l&rsquo;utilisation de Salesforce. Salesforce organise r\u00e9guli\u00e8rement des \u00ab\u00a0Customer and Partner success hours\u00a0\u00bb (heures de succ\u00e8s des clients et partenaires) au cours desquelles chaque partie int\u00e9ress\u00e9e peut d\u00e9couvrir en avant-premi\u00e8re les derni\u00e8res fonctionnalit\u00e9s, recevoir des conseils sur la mise en \u0153uvre des fonctionnalit\u00e9s du produit et poser des questions sur les difficult\u00e9s de mise en \u0153uvre. Cela permet d&rsquo;acc\u00e9l\u00e9rer l&rsquo;int\u00e9gration des techniciens, des r\u00e9partiteurs et des gestionnaires. La plateforme Trailhead vous permet \u00e9galement de cr\u00e9er votre propre contenu de formation et de l&rsquo;associer aux certifications des techniciens.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\"> Salesforce dispose d&rsquo;un vaste \u00e9cosyst\u00e8me de partenaires. Si vous avez besoin d&rsquo;une fonctionnalit\u00e9 qui n&rsquo;est pas disponible dans Salesforce, il y a de fortes chances qu&rsquo;un certain nombre d&rsquo;applications soient d\u00e9j\u00e0 disponibles sur <\/span><b><span data-contrast=\"auto\">AppExchange<\/span><\/b><span data-contrast=\"auto\">.\u00a0AppExchange\u00a0est une place de march\u00e9 offrant des solutions, telles que des applications, des composants et des services de conseil. Toutes les applications pr\u00e9sentes sur\u00a0AppExchange\u00a0doivent passer par un processus complet d&rsquo;examen de la s\u00e9curit\u00e9. L&rsquo;examen de s\u00e9curit\u00e9 garantit que l&rsquo;application r\u00e9pond aux normes de s\u00e9curit\u00e9 les plus strictes. Vous n&rsquo;avez pas\u00a0besoin de cr\u00e9er une fonctionnalit\u00e9 \u00e0 partir de z\u00e9ro. Vous pouvez simplement t\u00e9l\u00e9charger une solution pr\u00e9construite, qui est plus s\u00fbre et d\u00e9j\u00e0 test\u00e9e par d&rsquo;autres utilisateurs. Vous n&rsquo;avez pas \u00e0 investir dans des co\u00fbts de d\u00e9veloppement et de maintenance, car les applications payantes sont souvent am\u00e9lior\u00e9es et perfectionn\u00e9es par leurs fournisseurs.\u00a0Le seul vrai investissement en temps requis sert\u00a0\u00e0 la recherche d&rsquo;une application existante et\u00a0\u00e0 son impl\u00e9mentation.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">Vous avez d&rsquo;autres raisons en t\u00eate? N&rsquo;h\u00e9sitez pas \u00e0\u00a0<\/span><a href=\"https:\/\/diabsolut.com\/?page_id=30454&#038;lang=fr\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">nous contacter<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pourquoi devriez-vous passer \u00e0 Salesforce Field Service? Auteur: Rohit Arora , Solutions Architect at Salesforce Je mentirais si je vous disais que le changement ne me rend pas anxieux.\u00a0La transition de\u00a0l\u2019ensemble d\u2019une organisation de services sur le terrain vers une nouvelle plateforme est un projet de grande ampleur. Il faut investir beaucoup de temps et&#8230;<\/p>\n","protected":false},"author":40,"featured_media":10916,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[2773,2054],"tags":[2114,2242,2057],"class_list":["post-9952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-salesforce-fr","category-blog-services-mobiles","tag-salesforce-fr","tag-diab-fr","tag-field-service-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Pourquoi devriez-vous passer \u00e0 Salesforce Field Service?<\/title>\n<meta name=\"description\" content=\"La transition d&#039;une organisation de services sur 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